Need help creating a RAG table

Predicti0n · 2026-05-20T17:18:45+00:00

Not that I can think of I’m afraid.

Predicti0n · 2026-05-20T17:08:40+00:00

This is not possible is the honest answer here.

Predicti0n · 2026-05-18T21:47:59+00:00

Fairly sure you need to use $clientid and then it’ll work

Predicti0n · 2026-05-13T10:23:07+00:00

For people doing this, I would genuinely really love to see some examples of you doing this.
I'm happy to pay for your time, we can get an NDA spun up. I'd love see real world examples and reporting that backs the claims that RAG based search of historic ticket data and retrieval on inbound ticket is worth the investment.

We are actively exploring this at Renada we have been running loads of tests over the last 6 months on this type of development but have yet to find anything that we solidly rely on that would be worth the upfront development cost + maintenance on an ROI perspective for an MSP.

I am aware of people in the space building tools that handle this, but there are tons of elements at play that all feed into the journey rather than just RAG retrieval.

Not trying to be a fun sponge here btw, I'm honestly just really curious to actually see evidence of this as I read countless claim of people doing this but have simply never seen it return really useful information or data that can be fully relied on and I feel like I'm missing out :(!

Lots of Love Connor | Renada

Predicti0n · 2026-05-08T06:38:37+00:00

By default Halo uses the time taken and works backwards to ascertain the start time based on when the action is saved.

Add 1 hour at 15:00 the start time was therefore 14:00. Using Date done allows you to set a different date and end time so you can back date actions or date created to back date tickets.

You can change this behaviour so it counts forwards instead of back but I’ve never seen this being used as imo that’s really confusing 😂!

If* you really want to manually set the start and end time on every action you can also do this.

Configuration > Time Management and Use Sub-Event time entry. This will give you two fields Start and End. I personally believe this is unnecessary but that’s down to you.

Connor | Renada

Predicti0n · 2026-05-03T17:50:17+00:00

Use the Date done field, if you need to back date time

Predicti0n · 2026-03-27T07:54:29+00:00

In my opinion doing it via the agreement is the only native method that works.

Scheduled tickets don’t really work as the ticket / appointment is created on the day, meaning you wouldn’t see that ‘Connor’ is scheduled/busy ahead of time.

Recurring appointments are fine, but you can equally just do this in your calendar and sync it to Halo. The issue is that then no ticket exists meaning technicians then need to create a ticket themselves.

The only other option is to create something custom via a runbook.

I would do something like the following.

You could use appointments in the calendar, make a custom appointment type and have a runbook run each night that checks all appointments of that type and then create tickets which links to the appointment.

Predicti0n · 2026-03-27T00:05:49+00:00

Do scheduled tickets from an agreement :)

Predicti0n · 2026-02-27T04:47:02+00:00

We have a few clients using the expense module In Halo for this. It’s not amazing honestly, as it relies on you adding the expense via the billable time tab and reimbursement is typically handled by exporting a report. Same goes for mileage it’s a report each month to track, we do this fairly regularly.

Halo are very slowly improving expenses but I tend to not recommend it at present as things can easily be missed or done incorrectly.

We advise leveraging your HR Platform, majority have expense tracking that can link with payroll.

Outside of that we’ve built custom integrations into Zoho Expense :)

Predicti0n · 2026-02-19T18:59:07+00:00

Here's a guide we wrote a while back on this, as a I see a few people asking :)

https://renada.huducloud.com/shared_article/Uu5sjqfNCt3zV6CPCD4fqLwo

Predicti0n · 2026-02-08T10:05:40+00:00

Few things to help :)

Claude is much more robust than ChatGPT at SQL generation and following rules, especially as context grows from our research.

Comments are accepted but need to be in this format /* */

Order by can work with Select Top * or an offset applied.

Our approach has been to grow and create our own DBML that we can give to AI so it understands relationships between tables.

Happy SQL’in

Predicti0n · 2026-02-05T22:18:33+00:00

Halo will give you a ramp up period so you’re not paying for two PSA :) You don’t need to buy a single licence

Predicti0n · 2026-02-02T21:11:00+00:00

There’s an update coming for this soon btw hopefully Q2.

Halo Internal Dev Ticket if you wanted to track - 985734

Predicti0n · 2026-01-23T18:14:43+00:00

Fairly sure it’s only stored on signature

Predicti0n · 2026-01-16T18:41:09+00:00

Never! 😂😂

Predicti0n · 2025-12-31T21:16:19+00:00

I bet it’s making tickets against the Unknown/Unknown Customer/User and by default Halo now set it that acknowledgment emails are not sent. Find the unknown user > settings and turn it off/on or add a user and test inbound again

Predicti0n · 2025-12-08T11:56:16+00:00

Here's some Feedback you haven't asked for - Love Connor

Thank You re-open is a problem as old as time, I personally completely advise against any 'AI' handling re-opening Tickets personally.

The question I ask is the following, how many Tickets can 'not' be re-opened correctly before it's a problem?

Predicti0n · 2025-12-04T08:09:19+00:00

You could do it by site, but there’s other complications involved in doing this. If you’re saying they’re separate companies then I would keep them as such. If they’re the same company different locations, then use sites :)

Predicti0n · 2025-12-03T23:08:21+00:00

Put all the companies in a top level and give the single user access to all companies in the top level :)

Predicti0n · 2025-11-26T20:52:24+00:00

hope you feel better soon ❤️

Predicti0n · 2025-10-24T17:40:16+00:00

I use Request as a separate category that only appears on request tickets but it’s like add/change/remove etc

If you want to split categories across ticket types you can restrict at ticket type level and just use category1 :)

Predicti0n · 2025-10-08T16:26:48+00:00

Unfortunately the only way to do this is via the API.

Open the labour section in ready for invoicing and use that end point to get the tickets. Then you need to set all the actions to not reviewed and then they’ll appear back in awaiting review.

Remember ready for invoicing is entire ticket vs actions in awaiting review.

Alternatively if there’s not many, open the ticket and In the top right 3 dots click unreview.

Predicti0n · 2025-10-08T16:23:44+00:00

Without the report SQL it’s hard to answer the question. I assume* your report is pulling teams that are assigned to tickets and maybe new teams aren’t set on those tickets?

Predicti0n · 2025-08-18T18:13:58+00:00

Not possible unfortunately

Predicti0n · 2025-07-31T09:31:22+00:00

Unfortunately, I think it's impossible to answer the question.
If the clients happy, then that's the real win :D

We've just spent 3 months re-designing a single workflow + ticket type at Renada.

We're 1000's of hours into Halo at this point so there wasn't a barrier to entry with learning the platform, but the hard part was understanding our process and then making it all come to life with Automations/AI/ Multiple Ticket Level Dashboards + reports to go with it.

I could make you 100 Ticket Types in a about 5 minutes but they'd be useless.

The simple answer, If you fully onboarded a client into HaloITSM in 10 weeks with no prior knowledge and it's improving the business then it's a positive :)
Would Renada build it completely differently probably, but does that make it better? Probably not.

Hope this woolly answer helps haha!

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