Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Statuses are the easiest way to track the whereabouts of a ticket is in its lifetime when open, and being worked on. As with all other parts of the program, Halo offers sensible out-the-box suggestions to be utilised from our years of experience in the help desk software industry.
If editing or deleting, remember that the status will be tracked throughout a ticket’s lifetime. There may be tickets that have used a status that when deleted, will not be suitable for audit trails. Better that it is inactivated. If there are open tickets with a status, and it is edited or deleted, they too will be affected by this change, and so it is imperative to have thought the change through.
Review and edit/add status in Halo:
- Navigate to Configuration > Tickets > Statuses.
- When adding a new status you'll need to choose a Status Name and an icon text. The name will appear in status selection drop downs, etc. and the icon text will show up on the ticket list and the actions on the ticket, once the status has been changed. To avoid confusion, it's best to keep these the same, or very similar. You may just want to change the tense e.g. escalate/escalated.
- The sequence in lists defines the order in which the statuses appear in selection drop-downs and in the config list.
- Select a colour if you wish to highlight the status in the main column view. The icon will be coloured as you specify.
- Statuses can be set up to have an effect on the SLA of the ticket e.g. putting the ticket on/off hold.
- There is also a recurring e-mail setting, which is useful for status used in Sales Leads and Opportunities for example. If there are leads that are placed in a certain status, they can be sent regular e-mails based on an e-mail template, if required.
- You can also restrict the status from appearing in the status drop-down on a ticket (if the ticket status drop down is enabled).
- There are certain status values that are used in specific parts of Halo, such as “With Supplier”, used for logging tickets to third party companies.
- Statuses can be restricted by Ticket Type, so if you have a set of status values that you specifically wish to use for Projects, specify them for “Tickets” in the Status area, but in the Ticket Type(s) used for Projects, restrict the status values to only appear on those Ticket Types. All others will not appear, and the ones you have selected will not appear anywhere else.
- Setting the status of calls can also be specified at the Action button level, so when the action button is used, the status changes to a predefined setting.
- The status can also be predefined for when an end-user updates the ticket with more information, and this is set at the Request Type level also.
- There are also Quote, Sales Order, Purchase Order, Change Request, Adding New Ticket, Release, Contract statuses, but these are discussed in their relevant areas for advanced use.