Documentation to assist with the setup and configuration of the HaloPSA platform
Reports and Scheduling
The following video explores Ticket Reporting and how you can configure actions to generate reports from within a ticket.
The following video explains the new sidepane dashboard feature in halo and how to customise it to include your followed tickets.
The reporting suite is a powerful tool, designed to help you understand and improve your service desk processes. It is effectively a friendly, front end of your Halo database. You can extract virtually any information from your database with a SQL query and subsequently export raw data for analysis in an external piece of software e.g. Excel.
Your reporting suite comes with an extensive list of out-of-the-box reports. There is also an online repository with even more reports you can download from to add to your own set of reports. This is accessed by clicking 'Online Repository' as below:
We offer a report writing service as part of the support we provide but any large bespoke reports may incur a fee for the work to be done. More often than not we can provide a report free of charge or one is available in our online repository that we can point you to.
Writing your Own Reports
If you have the required knowledge or wish to learn you can write your own reports in the reporting suite. The Halo reporting suite is read-only access and as such you cannot delete, edit or change the data from here.
We provide two schemas, maps of the database, and a short documentation piece for this purpose:
- Faults relevant Database Model - This shows the portion of the database immediately relevant to queries regarding the faults table, the table in which all of your requests/incidents/problem tickets are stored.
- Asset and Contract relevant Database Models - This shows the portion of the database relevant to assets and contracts.
The SQL management engine we support and use is Microsoft SQL Server so anything you may need regarding writing your own queries will be available under that syntax and often freely available on the internet.
Reports can be printed, exported to CSV, sent via email, or scheduled to send automatically.
You can also use custom PDF templates when printing reports. See our PDF template guide for more information.
(Released in version 2.103.1) - You can now add Trend Lines to your charts in reports:
Scheduled reporting is a tool that can send reports via email to relevant parties on a specified schedule. This can be anything from SLA stats on tickets raised/closed in a period to managerial staff, all the way to a daily breakdown of agent hours and interactions in the day.
These can be set by editing the given report heading to the scheduled emails section and clicking the ⊕ symbol and filling in the relevant form as necessary.
The days of the week scheduling is self-evident, send every Monday at 09:00 for example.
This screen is a little more involved:
- "Send on this month" being the calendar month's number with 0=Every Month, 1 = January, 2 = February etc.
- Repeat months being repeat every X months.
- Repeat years being repeat ever X years.
- Days ahead of schedule meaning you can set a report to send say on the 1st of every month but schedule it one day ahead to be the report for the month up to the last day exclusive.
If "Send on this month" is 0 then the schedule will ignore repeat months.
SQL Query Builder
In Halo there is a custom query builder which is perfect for our customers that have limited knowledge of SQL. First head to the new button on the top right hand side of the reporting suite and click it.
Go to the data source tab of the new report creation screen and select *Use Query Builder*, then an entity of Halo can be chosen i.e. Tickets.
NB: There is limitaiton to what the query builder can return in terms of entities to choose from and columns within entities that can be chosen. For more advanced reporting, SQL skills will be required.
Entities to choose from:
Then heading to the "Fields & Conditions" section, the specific columns can be added to the report, for example we could choose this:
In this report I want to know what the satisfaction score was for each ticket and the ID of the agent that closed it ("Closed By" can also be added, this is the column for the name of the agent) . I wasn't sure of the exact team names, so I used a contains clause in the conditions and I wanted sales teams, so I used Sa and that will find all teams containing the string "Sa" (Note: this is not case sensitive).
I then headed to "Preview Report" to view the data in a table format.
- Asset Import - CSV/XLS/Spreadsheet Method
- Call Management in Halo
- Creating a New Application for API Connections
- Creating Agents and Editing Agent Details
- Departments, Teams and Roles
- Halo Integrator
- Importing Data
- Multiple New Portals with different branding for one customer [Hosted]
- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through