HaloPSA Roadmap

Improvements to the CSP integration

It is now possible to connect to multiple instances of CSP.

Once connected, you can now map multiple Azure tenants from CSP to a customer in Halo. This can be done on the Managed Tenants tab of the integration, or on the settings tab of each individual customer:

Each managed tenant can only be assigned to one customer in Halo.

If you are mapping multiple Azure tenants to one customer in Halo, you can modify site mappings per tenant. This allows you to map each linked tenant to a different site against the customer should you wish to.

Knowledge base article draft functionality added

Enable "Use article drafts" in Config > Knowledge Base. This will make it so agents can no longer directly add a new knowledge base article or edit the details of existing articles and instead need to create a draft version of the article and publish it.

Draft articles use ticketing functionality. In order to utilise this, a ticket type should be created for Draft Articles and set as the "Ticket Type for Article drafts" in Config > Knowledge Base.

Knowledge Base article fields have been added to the Ticket Type and Action field lists. These should be included in your draft ticket type. The new fields are as follows;

• Article type (for when also using the news articles functionality)
• Article description
• Article resolution
• Article notes
• Tags
• FAQ lists
• Related Articles

The Ticket level summary field, public attachments, and custom fields will also link to the relevant article level fields.

When a new article is raised the agent will be shown the new ticket screen for the Draft article ticket type. On the Ticket details screen, these fields will show on a new Article Draft tab.

Configure an action with the system use "Publish Article" as part of the workflow for this Ticket Type. When used, a new article will be created from the ticket using the content in the Ticket level article fields.

When using drafts, agents will no longer be able to edit the details of existing articles and will instead need to use the "Draft Amendment" button.

This will open the New Ticket screen with the Draft article ticket type with all the article fields populated with the data from the existing article. When using the Publish article action for Drafts on existing articles, the article will be updated, or if you are also using the article versioning functionality a new version of the article will be created.

This functionality allows you to have a more comprehensive process for new articles or updates to existing articles, including approval processes. A new approval type for Linked Article Owner has also been added to allow approvals on amendments to existing articles to be approved by the owner of the article, as well as an approval rule criteria option for Linked Article ID.

Various minor improvements to articles and versioning have been made.

Satisfaction Surveys are now available for the new Self Service Portal

Satisfaction Surveys allow you to capture more information from your users regarding their experience compared to One Click Feedback.

These Surveys can be configured in Tickets > Surveys towards the bottom of the page:

The $ SATISFACTION variables have been modified and will now take your users to the Survey page. You can still use user closure confirmation with these Surveys. The percentage chance of a user being surveyed is configured at the top of the page.

By default, the survey will contain a satisfaction level with the lookup mappings which you can configure by clicking the "Survey Satisfaction level mappings" button. It will also contain a general comments field, similar to how One Click Feedback allows you to collect comments. These two fields will be saved to the feedback table in the same format to how One Click Feedback is saved.

You now have the ability to add custom survey fields by clicking on the "Add Survey Custom Fields" button. Once you have created the field, you must remember to add it to the Ticket Type you wish to collect the data on. When a user submits the Survey, the data collected will be saved against the ticket in the faults table - ready for you to report on.

A simple survey with two custom survey fields could look something like this:

Dynamic visibility will work for survey custom fields.

Optional Services functionality has been added.

Optional Services provide a new way of logging child Service Requests from a Service. Using this functionality you can show the new ticket forms of other child service requests from the parent and log requests for service items at the same time as the parent service request.

In the Service Config, if the Service is set to show the new ticket form when logging the Service Request there is now a table for Optional Service Items. Here you can specify all the Service Items that you wish to be possible child requests of the Service Request. They can be set to be included by default and made mandatory.

When logging a Service Request on the portal for a service with optional Services the New Ticket form will now have a Choose Options tab. Once you complete the details form for the Service Request the user will be taken to the Choose Options tab. There they can choose which optional Services they would like and if there is a form for the service the form can be completed there.

Enabled optional Services will submit a new Service Request as a child of the original Service Request. These will obey copy to child field functionality and be for the same user as the parent.

A good use case is logging a New Starter service request, and being able to choose the equipment they require. This method provides a simpler way to using child creation rules and having all the fields on the parent Service Request.

Asset Resource Booking module added

Activate the Resource Booking module from Config > Asset Management.

This will open up a new tab on the Asset Type details screen for resource booking, which will allow you to activate resource booking for an Asset type and contains all settings relevant to resource booking.

Resource booking hours will allow you to choose a workday set for which booking is allowed based on working days, hours and holidays. Booking types define the duration of a booking and are used to determine the available timeslots within the working hours. These can be set as follows;

• A fixed number of minutes (e.g 60 minutes). This will make the timeslots available every hour within the working hours.
• A fixed number of days (e.g 1 day). This will make it so you only select a start date of the booking instead of a particular time slot.
• Custom timeslots. These allow you to specify the slots you want to be available within the working hours and these can be spaced however and at different intervals.

There are also settings that determine which assets will be available based on client and site, whether to auto-allocate an asset or allow selection, and the minimum hours in advance to allow booking and maximum days in advance to allow booking.

Resource booking itself is done via the new ticket screen on the end-user portal or agent application. In order to use this a "Resource Type" must first be chosen. This links to the Asset types for which resource booking is enabled. A default can be picked at either Template or Ticket Type level, or you can add the Resource Type field to the Ticket type field list in order to select it on the new ticket form.

Add the "Resource Booking" field to your ticket type in order to show the booking fields on the new ticket screen.

The booking fields show as follows;

• Booking duration - selection of a booking type in order to determine the timeslots to choose from
• Booking date/Booking start date - a calendar that shows which days have available timeslots based on the chosen booking type. Selecting a date will show the available Booking timeslots
• Booking timeslot - lists all timeslots which are available on the chosen day.
• Resource - if the selection of an asset is enabled this will show after choosing a timeslot, and allow you to pick from the available resources in that timeslot.

The Resource Booking field determines the value of the Start Date/Time, Target Date/Time, and Asset fields. These fields should not be used on the same New ticket form as the Resource Booking field.

Availability of a date/timeslot/asset is determined by if it's within the specified working hours, minimum and maximum hours/days in advance, and tickets for the Asset with a Start Date/Time and Target Date/Time that overlaps with the timeslot.

You can now also toggle Calendar view when viewing Assets tickets so you can easily see the bookings for a particular asset on a Calendar. A few other minor improvements have been made involving being able to see start/target date/times on the end-user portal, calendar view, and resolving a few related issues.

Assets added to the mobile applications.

The assets area has been added to the navigation bar on the mobile apps. Here you can list assets by type, all assets or your bookmarked assets. Asset details, tickets and attachments can also be viewed.

Options to Move and Bookmark assets are available on the asset details screen and by bulk-selecting on asset lists.

A barcode scanner has been added to be able to find existing assets.

Jamf Integration has been added

The Jamf Integration is now available in Configuration > Integrations > Jamf as of version 2.66.1 and above:

The Integration is able to import Mobile Devices and Computers over from Jamf into Halo. First you'll need to input your Jamf Url, followed by a jamf account username and password alongside setting asset types to import and default asset types for each type of asset type being imported:

The account will need at minimum read permissions for mobile devices and computers endpoints.

You can then set up asset fields mapping from Jamf to Halo and import assets manually as well as enabling halo integrator syncing, please note you'll need version 2.66.1 or above of the halo integrator for Jamf to be visible on the integrator:

Please Note that when Jamf does matching to which site to place the asset under it only checks the username of the device and tries to match this to a user in the system based on their username and will assign it to that user at their site. It does not currently match against a building.

Project management enhancements

Various enhancements to tickets to improve project management.

Projects View

Enable the "Enable the project view in the tree" setting in Config > Project Management (and the same setting at Ticket Area level if active). This will open up a new view type in the left tree menu called "Projects".

The projects view is different to other views in that it lists the project tickets based on the current filter profile in the tree menu instead of having the usual list of tickets. The counts will show the number of open Child Tasks on the project. Selecting a project from the menu will open the ticket details screen for the project. This allows you to more easily navigate between projects from the left menu.

New List Views

Previously you could toggle between the Table view and List view on the Tickets list. 3 new options have been introduced;

• Calendar view - shows a calendar with tickets based on their start and target date fields.
• Kanban view - shows a column for each status with tickets sorted into the relevant column.
• Gantt view - shows a timeline with tickets based on their start and target date fields.

Calendar and Kanban view were previously available as list view type overrides in My Lists, but are now available to switch to for any tickets lists.

Each of these views is also available on the Child Tickets/Related Tickets tabs.

These can be made the default view at the Ticket area level, or at My List level.

Gantt Chart

A Gannt chart is now an available view for tickets and the child tickets tab as detailed above.

The Gantt view shows a timeline with a row for each ticket. The tickets show and are ordered based on their start date/time and target date/time fields, and will only show if these are populated.

There is also an option to toggle the display to an Agent Gantt from the ... menu. This shows a line per Agent instead of a line per ticket/task, and groups tasks for the same agent together.

Kanban Improvements

The Kanban view has been updated and has a new look. Various other optimisations have been made to the Kanban view.

New Ticket Type settings

A couple of new Ticket Type level settings have been added to improve project management. This can be found within the Details > Settings.

• Default list type for child tickets - allows you to choose either Table, Tile, Calendar, Kanban or Gantt view as the default on the Child tickets tab
• Initial Ticket Details tab - allows you to set the first tab on the ticket details screen to be the Child Tickets tab.

Push notifications to the mobile applications have been added as an option in the notification settings.

On the Notification settings screen you can now allow sending of a push notification to iOS and Android devices by enabling the "Send a push notification" setting.

In order to recieve a push notification, you must have the Halo ITSM, PSA, Service Desk iOS/Android application installed and have allowed push notifications, and have opened the app in the last 30 days.

When a notification is normally created it will then deliver the push notification via APNS or Firebase depending on your device.

A new NHServer version is required above for this functionality to be enabled. NHServer version will be confirmed once available and this info will be updated later.

Agent appointment booking feature added

End-users can now book appointments with the assigned agent of the ticket via the end-user portal.

This can be configured via the Resource Booking module in Config > Calendar > Resource Booking. A new config section has been added for Agent appointment booking.

This feature works similarly to the Asset Resource booking feature that was recently added, with a similar configuration and the same booking form.

For agent appointment booking, $-AppointmentBooking should be added to an email template that is used on an action on a ticket. The Agent will then send an email to the user with a link to book an appointment with the assigned agent on the ticket.

This link goes to the portal and can be used whilst not authenticated or while authenticated. It will show the user the available timeslots to book an appointment with the agent. Selecting a timeslot and completing the form will create an appointment for the agent with the user as an attendee and be linked to the ticket.