Find out about all the exciting, up and coming developments in HaloPSA
Microsoft Teams Approvals
Enhancement to Microsoft Teams bot to allow approvals
CSP and Office 365 automation
Approval processes to automatically create users/assign licenses and update license amounts in Office365 via Azure/CSP/Pax8 and other vendors APIs
Integration with Workday
Pull products and product information from Etilize with live lookup
Introduction of Continual Improvement area with customisable survey fields.
Transfer of Configuration Between Development and Production Environments
Enhancements to improve the ease of transferring configuration between development and production environments.
Microsoft Teams User Chat Bot
Deploying a new client to allow Halo chat bots to be published in Microsoft Teams for end-user access.
AI-powered Alert Management
Enhancements to the alert management module to provide AI-powered alert consolidation.
Tech Data Integration
Sync Billing Data - Live product lookups - Update Services/Subscriptions from Halo
Telecoms and usage Billing/Invoice profiles
Create billing/invoice profiles linked to CSV exports from Telecoms and other usage based billing systems to import directly into recurring invoices for one monthly bill all in one place
Management of SaaS accounts and usage
Google Maps & Agent Lookup
Adding functionality to track all active agents on Google Maps.
Slack Bot to allow viewing existing tickets, starting conversations on a ticket, adding actions or updates and closing tickets directly from Slack.
Integration with NetSuite
Introducing follower notifications on specific tickets or tickets assigned to a specific agent.
Integration with Tenable.io
Introducing functionality to increase collective collaboration between agents via chat boxes and tags/mentions to add into the ticket pages.
Integration with Monday.com
Software Licensing Enhancements
Enhancements to the software licensing module to provide alignment options with AD groups.
Added Splashtop integration for unattended access
An integration with Splahstop is now available. This allows you to configure unattended remote access by specifying either a fixed email address or the email or the logged-in user, and a field on your assets that contains their MAC address.
When enabled, and the MAC address field is populated, a button will be added to your asset screen allowing you to access the asset remotely.
Quoter integration is now available
Actions can be created which allow you to open the new quote screen in Quoter from an opportunity.
When performing the action, Halo will attempt to find an existing user in Quoter based on the opportunity email address. If a user isn't found, then Halo will attempt to create one for you.
Once the quote has been created in Quoter, the quote can be automatically created in Halo via a webhook from Quoter. The quote will be linked to the latest open opportunity which matches the email address of the user assigned to the quote.
Once the quote status is changed to accepted in Quoter, a sales order can be automatically created from the Quote and linked to the opportunity. This is done using the same Quoter webhook configured in the step above.
If you have integrated Xero with your Quoter instance and also your Halo instance, invoices created in Xero via Quoter can be automatically created in Halo and assigned to the opportunity.
When the invoice is created, a customer record will be automatically created for you if one doesn't already exist. The opportunity, quote, sales order and invoice will then be assigned to the new customer that has been created.
Added the option to process invoice-created and invoice-updated webhooks from Xero
Invoice created and invoice updated webhooks can now be received from Xero. This can be enabled against each Xero tenant you have connected to Halo.
The customer must exist in Halo for invoices to be created via the invoice-created webhook unless part of the Quoter integration flow. This is described in more detail on the Quoter integration release note.
In addition to setting the payment date on an invoice, the invoice-updated webhook now updates the entire invoice, including any changes to the line items on the invoice.
Improvements to the Slack integration
Tickets can now be created from a channel in Slack.
Ticket creation can be enabled for each channel that you are connected to in Halo. The ticket type that is used for new tickets can be set at the integration level, and then overridden per channel.
Once the Halo Service Solutions app is installed into your Slack workspace, a message shortcut can be used to open a new ticket screen in Slack.
Once the ticket is created, a message will be posted back to the channel with a hyperlink containing a ticket ID.
Added the option to have multiple service requests per service
Each service can now have multiple service requests configured for them.
In addition to the existing options such as the ticket type, optional services, and whether to show the new ticket screen, you can now specify an icon to use for the buttons in the portal when requesting the services, and the sequence to order the options by.
When requesting this service from the catalogue, the user will be shown a button for each option.
If they are using the log a service request button, they will only be prompted to select one of the options if there is more than one, otherwise, they will automatically be directed to the new ticket screen.
You can also create and edit the ticket type or template used for the service request.
The Sage Business Cloud Integration is now available
This integration is multi-tenanted and behaves much in the same way as Xero does.
Navigate to Configuration > Integrations or Configuration > Billing and enable the module to get started.
First, you'll need to create a new Sage Business Cloud account and authorise the connection in Sage Business Cloud.
Once this is done you can then use any of the available imports and mappings before syncing invoices. We'd recommend importing all entities and mapping any not imported manually where appropriate before enabling any 2 way syncing.
Do note that this integration uses Accounts Trading Name (previously Xero Name) in client billing configuration to match on the name after initial sync so this will need to be updated to sync name across rather than the halo client name.
Once this is complete, you can then enable 2-way syncing for items, clients and invoices as you want and these will all sync to and from Sage Business Cloud when fields that can be updated have changed or in all cases for invoices.
Improvements to the Microsoft CSP integration
The following functionality has been added to the Microsoft CSP integration.
1. If you are a direct reseller and have imported customers' subscriptions into Halo from Microsoft CSP, you can now increase or decrease the subscription quantity through Halo.
When this option is enabled, if you have read and modify permissions for software licences, an option to adjust the quantity will be shown at the top of the subscription:
If successful, a message will display notifying you that the quantity has been adjusted successfully. This adjustment will also be replicated in Halo. If the request fails, then an error will be displayed explaining why.
In most instances, the success will not be immediate. Instead, the Partner Center will accept the request to change the quantity and then a short delay will follow before the adjustment is visible in the Partner Center. In this scenario, the following message will display:
In this scenario, the last requested quantity will be displayed under the licence header to show that someone has already requested the licence increase. A message also appears on the adjust quantity screen, and a record is also added to the change history tab for auditing purposes.
2. Webhooks for subscription updates can now be enabled. This means that whenever a subscription is updated in the Partner Center, the subscription can be immediately updated in Halo.
3. Improvements have been made to the PowerShell script which must be run when configuring the integration. The script can now be downloaded, rather than requiring a copy of paste of the text. The script is now also more user friendly and returns better messages, for example, if the script has already been run and does not need running again.
4. MFA is now enforced when authorizing the Azure application. If the authorization process is completed with an account that hasn't used MFA, Halo will refuse the connection. This is to avoid complications that arise when using accounts that have authorized the application without using MFA.
5. When importing users manually, you can now select whether to import from all site mappings or one site mapping in particular.
6. Error handling on the import screen has been vastly improved. All site mappings which fail will now be displayed on a popout window along with the error message, making it clear that a mapping has failed. The users for all successful site mappings are then available to import should you wish.
7. Fixed an issue where the overriding "Licence Import Type" field at Azure tenant mapping level would incorrectly override the import type for every mapping, rather than just itself.
8. Fixed an issue where site mappings would sometimes be auto generated against the incorrect Microsoft CSP connection, or fail to create at all.
9. Some minor label changes have been added to the setup screen for the integration.
The Online Repository is now available for PDF Templates
You can navigate to this by going to Configuration > Reports and either navigate to settings and click the button to view online repository pdfs or you can navigate to pdfs and then click the button in the top right that looks like so:
This button will swap to a leave option to navigate back to your local pdf templates when in the online repository. If you download a pdf you already have in your local repository it will update that report with the report from the online repository rather than creating a duplicate.
ServiceNow integration is now available
A ServiceNow integration is now available, which allows the creation of incidents and actions in a customer's ServiceNow instance, as well as syncing back any updates to the incident.
The integration and the integrator need to be enabled from the integration configuration area, but the credentials and field mappings are configured per customer.
Once the integration is enabled, as ServiceNow tab will appear on the customer details page. Here you can enter the credentials for their instance of ServiceNow. These credentials must be validated before setting up any of the mappings.
Once validated, you can configure mappings for status, urgency, impact, priority, and category, as well as a default user and assignment group for the incidents.
Syncing to Servicenow
To sync incidents, you can create an action with the system use 'Send ticket to ServiceNow'. This will send the current ticket to the ServiceNow of the customer of the ticket. Only one incident may be linked to a ticket at a time. If the 'Send ticket to ServiceNow' is used again the existing link will be overwritten.
The user of the incident will try to match on the email of the ticket in Halo but will fall back to the default if one with that email does not exist in ServiceNow.
To send an action to the ServiceNow ticket, you can create an action with the note and 'Sync to ServiceNow' fields. There is a default setting at the action level for the 'Sync to ServiceNow' checkbox. If checked, the action will be sent to the linked incident. If the action is private it will be a work note in ServiceNow, otherwise, it will be a comment.
No other updates to the ticket in Halo will be synced to the incident in ServiceNow.
Syncing back to Halo
To sync updates back to the linked tickets, the integrator must be set up to run ServiceNow. Only updates to tickets created from Halo will be synced back. The integrator scan will sync across any updates since the last sync was run. This will include all the mapped fields, as well as any work notes or comments that were added.
Added the ability to make dashboards available to users in the self-service portal
When configuring an in-app dashboard, you can now allow access for users. This can be allowed based on the user or their site, customer, department, or organisation.
You can then add the 'My Dashboards' section to the portal to allow users to view a list of all their dashboards.
Alternatively, you can publish the dashboard with a specific link, so that users can go directly to the dashboard, regardless of the user access permissions. If anonymous portal access is allowed, this link will allow them to view the dashboard without logging in.
When viewing a dashboard as a user, the 'ticket List' and 'Ticket List Counter' widget types will not be displayed.