HaloPSA Guides

Topics Covered In This Lesson

1. Halo Areas
2. Show Icons and Labels for Areas
3. Area Filters
4. Show Area in Overflow
5. Screen Layout Profiles
6. Area Entity Options: Customers, Navigation Menu
7. Altering The Order Of The Area List Or Customer Tabs
8. Ticket Area Tabs Displaying on The Customer, Instead of Just The Tickets Tab
9. Pin Details Bar
10. Override the Customer Screen Layout Profile Per Customer
11. Override the Screen Layouts Per Agent
12. Set Different Button Icons in Navigation Menu Profiles

Associated Admin Guides: 

• Areas
• Advanced Settings
• Tickets General Settings
• Agents

YouTube Video on Customising the Layout of Ticket and Client Areas

Ticket areas are a way of categorising tickets into different modules on the left hand sidebar of the agent application. For example there may be different types of sales that your company makes, so you could configure the different types into areas.

Fig 1. Halo Areas

The large icons with the names of the module for each module of the navigaiton menu, can be configured by going into an agents preferences and changing the appearance

Fig 2. Agent Account Settings

The option to choose for the Navigaiton menu display should be "Large icons with labels"

Fig 3. Configuring The Navigation Menu (Left Sidebar) 

This can be set globally in Configuration>Advanced Settings but the agent preference will override this setting:

Fig 4. Configuring The Navigation Menu Globally

Configuring Ticket Areas

If there is no use for i.e. the Project area on your instance, this area can be deleted by going into the ticket area (Configuration > Tickets > Ticket Areas) going into the specified area and clicking delete, which can be found on the action bar on the top left. Checkout this Admin Guide on Ticket Areas.

Ticket areas include different filters so that you can decide which ticket types will be visible in the area and which teams have the area on their left hand sidebar. To configure the ticket types and teams, click into a ticket area and click on the filters tab in order to define which types of tickets will appear in this list. The permissions tab determines the teams that will have access to the area.

Fig 5 and 6. Configuring Filters For The Area 

If you want to encapsulate all ITIL ticket types that are change requests, this can be done by adding the ITIL filter on the specific ticket area. This ITIL filter will capture all change request tickets if they have the change request ITIL type. 

If a new ticket area is added it will show in the overflow view by default, you must change this by going to the screen layout profile and finding the area in the profile and edit the line.

NB:  If this is the first time using the navigation menu, you will need to create a new custom navigation menu, which is explained in the "Navigation Menu Layout" section below

changing it to "Show on Menu", as shown below I created a ticket area called "2nd Line Support" and now I want to add it to the menu, more explanantion of the navigation menu is detailed in the next section. In Configuration > Advanced Settings > *Screen Layout Profiles Button*

Fig 7. Navigation Menu List

Click "edit" on the top right, and scroll down to edit the new tab on the list "2nd Line Support"

Fig 8. The New Area Showing in Overflow

Change the view to"Show on Menu", the default is "Show in overflow", overflow is explained further down this article.

Fig 9. Changing The Tab to Show in The Menu

Now the new area will display on the navigation menu

Fig 10. New Ticket Area Showing in List

Navigation Menu Layout

To configure the navigation menu layout head to Configuration > Advanced Settings

Fig 11. Screen Layout Profiles Button

Then ensure the entity is set to 'Navigation Menu'.

Fig 12. Entities

Once selected create a new navigation profile by clicking new on the top right, giving it a name hitting save. Set the Button Layout drop down to Custom then click save again. After saving, the list of modules can be moved around.

Fig 13, 14, 15. Navigation Menu Layout Options

The individual modules can be edited, you can choose to hide the modules or you can add them to the overflow section. The overflow section appears at the bottom of the navigation menu in the form of an ellipse.

Fig 16. Navigation Menu Overflow Area

To add the newly configured navigation menu, head back to advanced settings and change the navigation menu, after refreshing the page, the navigation menu will be updated to reflect the custom menu you have selected.

Fig 17. Adding The New Menu Layout

Creating navigation profiles for other entities

The following entities can have layout profiles set against them:

• Navigation Menu
• Customer
• Site
• User (v2.168.1+)
• Agreement

For all entities, excluding navigation menu, a screen layout profile can be created/edited to change which tabs appear and the order of the tabs under the entity. This is useful in streamlining the data available against an entity.

Setting a screen layout profile will make the custom layout an available option, each profile will then need to be set against a customer or an agent to take effect. 

Override the Screen Layouts Per Agent

This will determine the screen layout profile that is used for a particular agent, different profiles can be set for each agent.

You can do this from the configuration menu, or you can click the agent profile icon in the top right of the screen and then click into "My Account"

Fig 19. Alternatively to this go to: Configuration>Teams & Agents>Agents>*Click into the Preferences Tab*

Override the Screen Layout Profile Per Customer

In the settings tab, scroll to the bottom for the miscellaneous settings dropdown, there is the setting "Screen Layout Override"

Fig 20. Settings Tab of a Customer

Split Customer Level Tickets Tab Per Ticket Area

The setting 'Split Tickets tabs into Ticket areas' (Configuration > Tickets > General Settings) replaces the tickets tab when viewing customers, sites, users, assets, and services with tabs for each configured ticket area.

Against the Customer:

Before splitting into ticket areas, only the tickets tab shows

Fig 21. The Default Ticket Tab on a Customer

After splitting we can see there are multiple areas to choose from now.

Fig 22. Ticket Area Tabs Displaying on The Customer, Instead of Just The Tickets Tab

To include our new ticket area on the customers tabs, we can check the following setting in the config of the area (Configuration > Tickets > Ticket Areas)

Now our customer area has this ticket area as a tab as well

Fig 23. Adding the New Area to the Customers Tab

Option to pin the details tab to the sidebar on right

Instead of having the default tab layout this will pin the details tab to the right, and the first tab on the bar is the Overview tab. This is configured in Configuration > Advanced Settings > *Screen Layouts Dropdown*

Fig 24. Pinning Details Tab

Details tab pinned to the side on Assets:

Fig 25. Details tab pinned to the side on Assets