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Can you help me with failed integration? Some of them were successful some were not. It has “X” on their profile logo

Your first video about Halo! Thanks for the hint about having an agreement for billable work-I understand it makes it easier to track billable vs. non-billable hours.

We can see this video is a bit older, and HaloPSA is constantly improving by adding feature. For example, there's now an option to account for different prices when updating: "This will only update line products that currently have the same price and are part of the same Product Bundle." You recommend using groups instead of bundles because it's easier to manage different pricing per customer, simplifies reporting, and makes it easier to track changes in profitability. However, some of the challenges you encountered with product bundles aren't entirely clear to me, but your insights provide a great starting point. If you ever redo some of your videos, this would be a great one to revisit, as the feature seems to have evolved. I’m curious whether bundles are still not the best option for MSPs with the latest updates.

Great video! A simple task, but a great way to get more familiar with adding a step with an action. Elements that I learn or got reminded : Webhooks on actions can automate tasks like creating accounts in Azure, sending labels to a printer, and more. Sequence order affects where the action button appears at the top of the ticket. Responding to a ticket automatically sends an email to the customer.

Restrict access to project ticket types and manage them through templates instead. Use To-Do lists for child tickets, not the parent. Parent = Overview, Child = Tasks structure. Create a separate workflow for the parent project ticket, where child ticket statuses can trigger progress in the parent’s workflow.

Categorization helps you track the types of requests/incidents and identify gaps. But don’t overdo it-find a middle ground by involving your team and considering the workload categorization adds. I like how you suggest taking a screenshot-when I paused at 10:50, it looked like you were tipping your hat! Glad we can learn from your mistakes! I already knew about field groups because you mentioned them in another video. One thing isn’t clear: what’s the actual benefit of adding the field group to the claim button? Whether on the action button or ticket, the agent still has to fill in categorization manually. Are you saying it streamlines the process by popping up in one place instead of making the agent search for the fields?

As you were saying, it can quickly get confusing when adding all these layers to automate the workflow. It's like driving-at first, you're overwhelmed by everything you need to think about, but the more you do it, the more natural it becomes. Configuration summary : Select one of three options in a custom field. Then, create a unique quick action for each option to define its condition and determine the next step. This creates a parallel tree where each path leads to a step containing specific information related to your initial selection.

Great introduction to service catalogue

Could you expand on the known customer automation and how that's setup?

Great showcase of how to combine different elements in HaloPSA! I wasn’t sure when to use custom tables, and this is a perfect example. It's also great to see how an SQL query is used in a request body and how the report is referenced. This video really helps connect these elements together.

I'd love scroll up and scroll down buttons on a ticket since the ticket length can get pretty long and it takes a while to scroll in either direction. I'd also love if they had an option to load the whole ticket and not just as a scroll down, that way I can quickly do a CTRL + F to find something in particular. Have you encountered any of these settings that I've missed? 🤔 If so I'd love to see you make a video about that. 🙏😁

Good insight showing you need 2 steps to update 2 different entities (customer/site). I thought that by adjusting the JSON body, I could update both, but I understand you need 2 distinct methods with 2 distinct endpoints (customer and site).

Good news-the client ID of the application no longer changes after saving. Your clarification about the word 'value' while defining the variable was really insightful; you helped me grasp what I need to input there to get the value I'm looking for. Basically, you're defining which attribute you want from the field you're retrieving information from. The first time I watched this video, I couldn't understand the purpose of the !. Now, after going through the academy, as far as I understand, it's used to remove the leading/trailing character. It doesn't seem necessary to always include !, especially for fields with an integer data type, such as client_id. Have you come across any use cases or situations that justify systematically adding ! at the end when defining the value of a variable?

It's great that you had the situation of the custom field not showing up at first, requiring you to add it to the ticket type. Then you had the situation where the custom field appeared on two different tabs. Sometimes, the hardest part of configuring Halo is figuring out why it's not behaving as expected.

Fact #1: I was the 69th person to thumbs up this video. Fact #2: Connor makes the best videos.

Is this is the same process with the ITSM HALO?

Good use case, it show different combination of available feature

1-You're saying the knowledge base is more for customers than for internal use-dang, that's a bit disappointing, but it's good to know as I'm about to dive into that module. 2-One thing that's unclear about your example of a custom table is how it links to Hudu. Is it linking to a specific article or the entire portal? 3-It's interesting that you're showing a basic example of a custom button to open a URL based on a Custom Field. It's a great reference for how to combine different elements. It makes me wonder, though-are there more use cases for custom buttons beyond just opening URLs?

Do you do online tutoring about it?

Why did you sum the total, which then requires a grouping for aggregation? I wouldn't have bothered.

Can you make a video about the items?

Thanks Conner! This was especially helpful! Now if we can just get Halo to do barcode labels for inventory and refine adding items to tickets/invoices to make it easy to use a barcode scanner...

Is there a way to set a daily reoccurring ticket to keep track of a checklist for several of my customers? Approx. 12 different tickets to open every day Mon-Fri and stay closed on the weekends/ holidays?

Very funny start of the video! Appreciated the insights, thanks for the video.

The way you explained the topic is very simple and understandable 👍

How to make a user and service's service catalogue?

Hi Conner How would I post the address Information and Site details to the profile? See it was not covered re. Runbooks / POST Script. I am unable to find the fieldnames in the console :(

10:57 lol this video just got way too realistic and relatable

Hey Conner nice to see you. Been a minute. I am really trying to work on creating some great automate workflows in sales and opportunities. WOuld love to see some instruction like this dedicated to that and a real life scenario you may have seen or built with a client so the application and understanding can be ralized right away. I think you may have my email. Email if you can.

we use CW and would've loved to move to halo but this project model is nasty... why not phases and tickets and subtasks ??? everything here is a ticket its confusing

Do you happen to have a video that would show how you could apply a different Rate Charge (override) on a site basis rather that a Client basis. Use case would be a client has several sites some with preferred contracts, some without. The preferred contracts are billed at $100/hr others are at $150/hr.

Hello Connor, How are you able to create a new customer card and also automatically create an id for accounting integration., so that the creation of the customer card in the accounting software also is being created?

Thanks I manage to do it!!! It took a while, but it's very helpful! The only thing is when configuring the API on part 3, now there is a source and destination, so it was a struggle to figure out what to input, but my colleague did find out. My first automation in HaloPSA

Hello Connor, is there a difference for the pro-rata since the drop down selection is not available in my instance as displayed in your video at TS: 20:03

Hey thanks a lot for your videos, they are awesome!!! The "important user" option is missing for us. Has this been removed? Also, the color rule doesn't work for me. I changed its priority, also checked to stop processing other rules if matched.. but nothing. Any idea? Thanks again

Greetings! We use a lot of the same packages for multiple clients. I've been looking for a way to replicate the same recurring invoice for multiple clients. I can't find a way to duplicate it or to have a template to drop in for new clients (I'm not referring to billing labor from tickets etc; I'm talking about the actual package that we sell, including add on licenses and content filters etc)

Where do you store the tenant id at the client level? (8:35)

Mildly facetious 😂

Awesome video as usually. Thank you!

Great walkthrough! Everything worked a charm. 10/10 - no notes. Thanks, Robbie!

Hi Connor - great video -Very often, the status might change but the agent might be off working on something else and i want to remind him that he needs to do this. To counter this, I want to notify the agent that ticket is now off the Scheduled status and they need to do an action - where can we setup this notification? Please and thank you!

The link for this no longer seems to work- was it intentionally removed? I was trying to do something similar via a runbook but I had no idea about tables, this is a much better technique and I'd love to use it if it still works!

Hey Robbie, is it possible if you could share the SQL you used please?

Why are we supposed to uncheck 'Allow the Web Application to handle the sending of Emails' and 'Allow the Web Application to handle the creation of acknowledgement emails'? Is this not preventing the system from sending out acknowledgement emails like we want it to do?

Is it frowned upon to create a CF per process (i.e. Ticket Type) or just to reuse existing custom field created? My concern is not being able to see where the Custom Fields are registered and then not being able to clean them up afterwards i.e. ending up with hundreds of Custom Fields after all of my testing.

At 5:26 approx, you show Use Global Setting (Pay as you go) selected for Treat as Unmatched. I don't have that option, but then again, this was 2 years ago. How to I ensure that ONLY the items in Billing Plan Combinations are included?

Good Afternoon, seems like it, but wanted to confirm. Does this work for v2.162.62 ? I tried it and it does not work, but assumed that is the reason. Thank you!

Your doco is now different to this video

Hey there, I don't have the ability to track work time the same as what you see. In our system, doing what you have done here, I only have the option to track to ticket, or break or resume. When grabbing a block of time, or attempting to enter directly from the timesheet, we are required to enter the ticket number, so we cannot use the internal time categories. What do we need to do to fix that? Thank you! - garlandtech

at 5:10 You mentioned that you remove showing the workflow in the Ticket Info section. Can you let me know how to do this?