HaloPSA Settings
Email Settings
Incoming Email Configuration
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Email Start Tag | Starting tag used for email identification | text | [ID: | - |
| Email End Tag | Ending tag used for email identification | text | ] | - |
| Search Email body for tag | Search Email body for tag and match to Ticket if tag is not found in subject | boolean | - | - |
| Use '[ID ]' as additional subject tag | Use '[ID ]' as an additional subject tag check for Ticket matching | boolean | - | - |
| Forward incoming updates to all recipients | Forward incoming updates to all recipients | boolean | - | - |
| Treat Forwarded Emails from Agents as End-User Emails | Treat Forwarded Emails from Agents as End-User Emails | boolean | - | - |
| Allow forwarded emails from Agents to update parent Ticket | Allow forwarded emails from Agents to also update the parent Ticket | boolean | - | - |
| Make Forwarding Agent a Follower | Make Forwarding Agent a Follower | boolean | - | - |
| Agent updates via Email are hidden from End-Users | Agent updates via Email are hidden from End-Users | boolean | - | - |
| Don't allow new Tickets via email | Emails that match rules and emails from suppliers will still create Tickets | boolean | - | - |
User Management
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Incoming email sender verification | Verification method for incoming email senders | dropdown | - |
|
| New User Action | If the email sender cannot be matched to a User | dropdown | - |
|
| Default Site for new Users | Default site assignment for new users | dropdown | Unknown/Unknown | - |
| Send welcome email to new Users | Send welcome email to new Users | boolean | - | - |
| Days until welcome and password emails expire | Number of days until welcome and password emails expire | text | 1 | - |
Outgoing Email Configuration
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Set display name to Agent name | Set display name to Agent name for outgoing emails (Only works for SMTP due to a limitation using the Office 365 Graph API) | boolean | - | - |
| Show Email preview | Show Email preview after an Email Action | boolean | - | - |
| Allow Actions editing on preview | Allow Actions to be edited on the email preview screen | boolean | - | - |
| Outgoing Email Size Limit | Maximum size limit for outgoing emails in MB | text | 25 | - |
| Enable email threading | Enable email threading for outgoing Action emails (Only available for Office365/Azure mailboxes) | boolean | - | - |
Tickets Settings
New Ticket Settings
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Default Ticket Type | Default Ticket Type for New Tickets | dropdown | Incident | - |
| Default Customer/Site | Default Customer/Site for New Tickets | dropdown | Unknown/Unknown | - |
| Lock Default Customer/Site Tickets | Tickets with the default Customer/Site must be moved before working on the Ticket | boolean | - | - |
| Allow Ticket Type Selection | Allow Agents to choose Ticket Type when logging a New Ticket | boolean | - | - |
| Allow Different Customer/Site | Allow a Tickets Customer and Site to be different to the End-Users Customer and Site (This setting does not apply to CRM) | boolean | No | - |
| Default User Contacted | "User has been Contacted" is checked by default on the Agent New Ticket Screen | boolean | - | - |
| Amend Status on Agent View | This will change the status when a ticket is manually created and assigned to the agent creating the ticket | dropdown | No Change | - |
| Default Estimate Value | Default time estimate for new tickets | text | 00:00 | - |
User Interface Settings
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Show End-User Search Dropdown | Show the End-User search dropdown on the New Ticket screen | boolean | - | - |
| Show Manual Entry Option | Show the "Enter Details Manually" option in the End-User search dropdown | boolean | - | - |
| Restrict User Search to Customer | Only show Users from the same Customer in the Ticket details search dropdown | boolean | - | - |
| Auto Create New Users | Create a new User whenever the General User is selected and a User name is given | boolean | - | - |
| Show Quick Close | Show the Quick close option on the new Ticket screen | boolean | - | - |
| Show Agent First | Show the Agents account first in the User dropdown when logging a Ticket | boolean | - | - |
Ticket ID Settings
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Next Ticket ID Override | This setting will override the ID of the next created Ticket. This ID must be greater than any existing Ticket or deleted Ticket in the system. Once the next Ticket has been created, the system will use the next highest ID after the one set here, and so on. | text | 1 | - |
Ticket Display Settings
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Show ITIL Ticket Type Selection | Show ITIL Ticket Type selection when logging a Ticket | boolean | - | - |
| Split New Ticket Button | Split the New Ticket button into a separate option for each Ticket Area | boolean | - | - |
| Show Service Catalogue Button | Show the Service Catalogue button on the Agent New Ticket Screen | boolean | - | - |
| Show Incident Catalogue Button | Show the Incident Catalogue button on the Agent New Ticket Screen | boolean | - | - |
| Enable Template Suggestions | Enable Template Suggestions on the Summary Field | boolean | - | - |
| Show Apply Template Button | Show the "Apply a Template" button | boolean | - | - |
| Show Save Template Button | Show the "Save as a new Template" button | boolean | - | - |
| Start Date Validation | Start date must be before and not equal to end date | boolean | - | - |
| New Ticket Screen Display Mode | New Ticket screen display mode | dropdown | Open within the current window | - |
Assignment Settings
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Show Load Balance and Round Robin | Show Load Balance and Round Robin on the New Ticket Screen | boolean | - | - |
| Show Intelligent Routing | Show Intelligent Routing on the New Ticket Screen | boolean | - | - |
| Intelligent Routing Description | Intelligent Routing will assign Tickets to Agents who have previously work with the User, factoring in how recently, number of times and current holiday or out of office statuses | text | - | - |
| Intelligent Routing Cutoff Days | Number of days in the past that are considered when calculating interactions between Agents and Users | text | 30 | - |
| Intelligent Routing Maximum Tickets | Maximum number of Tickets from the same User that an Agent can have during the cutoff period | text | 5 | - |
| Show Intelligent Routing on Actions | Show Intelligent Routing on the New Action Screen | boolean | - | - |
| Show Load Balance on Actions | Show Load Balance on the New Action screen | boolean | - | - |
| Show Round Robin on Actions | Show Round Robin on the New Action Screen | boolean | - | - |
| Logged In Agents Only | Only Round Robin and Load Balance to logged in Agents | boolean | - | - |
| Load Balance on Estimate | Load Balance based on remaining Estimate time | boolean | - | - |
| Auto Load Balance on Follow-up | Automatically Load Balance when a Tickets follow-up-date is reached | boolean | - | - |
| Include SLA Hold in Load Balancing | Include Tickets on SLA hold in Load Balancing | boolean | - | - |
| Auto Assign on Appointment | When creating an appointment on a ticket, if the ticket is unassigned, assign it to the agent of the appointment. If the appointment has more than one agent, the ticket will be assigned to the first agent in the list | boolean | - | - |
| Re-assign Limit | Maximum number of times a ticket can be reassigned | text | 0 | - |
| Reopened Ticket Assignment | Tickets reopened by updates are assigned to | dropdown | Unassigned | - |
| Don't Reassign on Response | This will stop the automatic reassign to the Agent performing the response but not any reassign done in any Action alongside it | boolean | - | - |
Workflow Settings
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Enable Collision Detection | Lock Tickets when an Agent is performing an Action | boolean | - | - |
| Show Treat as Spam Option | Show the Treat as Spam option | boolean | - | - |
| Workflow Progress Visual | Show Workflow Stages - Chevron view | boolean | - | - |
| Show Workflow Stage End Dates | Show workflow stage end dates | boolean | - | - |
| Workflow Display Location | Ticket details title and workflow display | dropdown | Display within the main tab | - |
Closure Settings
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Enable End-User Closure Confirmation | With this enabled, when a Ticket is closed it'll go to a Pending Closure Status. The End-User will then need to confirm that the Ticket is ok to close. | boolean | - | - |
| Closure Email Template | Email template to be used when sending Closure Email and Pending Closure is enabled | dropdown | Default Closure Email Template - ID 14 | - |
| Auto Close Hours | Number of hours without response until Tickets are automatically fully closed. Enter "0" to disable this feature. | text | 2 | - |
| Send Auto Close Email | Send email to End-User when Ticket is automatically closed | boolean | - | - |
| Reminder Email Hours | Number of hours between reminder Emails. Enter "0" to disable this feature. | text | 1 | - |
Advanced Settings
| Setting | Description | Type | Default | Options |
|---|---|---|---|---|
| Allowed File Extensions | Multiple file extensions can be specified, separated with a comma, e.g. '.txt, .csv' Leave blank to allow all. | text | - | - |
| Split Tickets Tabs | Split Tickets tabs into Ticket areas | boolean | - | - |
| Show Attachments as Table | Show the Attachments tab as a table view | boolean | - | - |
| Auto Add Attachment Names as Tags | Automatically add attachment names as ticket tags | boolean | - | - |
| Allow Link Attachments | Allow link attachments | boolean | - | - |
| Specify Attachment Details | Specify attachment name and note during upload | boolean | - | - |