Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Calendar and Appointments
The calendar tool in Halo is one of the core areas of the system. This area allows you to display tickets, appointments, tasks and more over time; organising your workforce and tracking their or your own work for the day, week or month.
Using the Calendar
Head to the "Calendar" area (as above), you will see the bar below. This gives you control over your view of the calendar. You can view specified intervals, or youcan click on the timeline view which is a horizontal display of events per hour over a chosen day.
Here, using the vertical view below, you can see an expanded view of the day's events with the Agents you choose to include in the left hand pane. Below are two agents' days listed, they share an event at 13:00 and these are shown side by side:
You can hover over any of these to see more detail than is initially shown on the calendar and clicking into any one of these will show more detail still.
From this screen the entity can also be amended (should you have the permissions to do so); this includes the time/date, agents, users and details.
Clicking in any blank space here will create an appointment with the details left for you to fill in at the time adjacent to the time you have clicked.
Appointments in Tickets
In a given ticket you will often see the "Create Appointment" action. If this is not visible in the top actions bar, then it will be visible under the ellipse if allowed in the ticket/workflow as shown below:
Clicking create in any of the screens will bring up the "Create Appointment/Task" screen. Some of the fields on this screen will be auto-filled using the ticket details, these can be overwritten however. When there are appointments linked to the ticket, these will show under the "Appointments" tab on the ticket screen, similarly with "Tasks".
When these are created within a ticket, the appointment will be linked to the ticket and this is reflected in the appointment details.
Creating an Appointment
Click either in the blank space in the calendar or an appointment action in a ticket.
This is the creation window, you should fill in all the relevant details here:
The final memo box is used to list finer details of the appointment, any relevant public notes can be input here.
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