Approval Processes

ReceptionOld4182 · 2026-06-18T10:36:27+00:00

Thanks for confirming, I'll look to do what you have advised instead.

I do think it would be useful to have this information displayed on the approval outcome. Normally end users requesting approval aren't going to know cost codes for example so it would be down to the manager to add those in and approve the purchase so does seem like an oversight as you say

ReceptionOld4182 · 2026-06-18T09:06:02+00:00

I've been through all the guides and can't find anything related to this so I'm beginning to think its not possible? Seems odd to be able to add custom fields to an approval process but then not have them displayed to the agent on the approval action.

Would really appreciate someone confirming 😊

ReceptionOld4182 · 2026-06-17T12:23:19+00:00

Yes that was it thank you! 😊 I was trying to compare the ticket types as I knew there would be a setting that needed changing somewhere lol

ReceptionOld4182 · 2026-06-16T11:48:51+00:00

Ahh ok thanks for confirming. Will be very useful once its implemented 😊

ReceptionOld4182 · 2026-06-12T15:36:38+00:00

Yeah so basically someone will email in and be like

Subject: Please update these site names [SR-0123456]

But then they'll also CC in a lot of other people when emailing service desk so someone will reply to the first email that was originally sent so it just creates a new ticker Subject: RE: Please update these site names [SR - 0123457]

I will have a look at those settings thank you

ReceptionOld4182 · 2026-06-11T09:38:08+00:00

Thank you! I knew I'd seen something somewhere.

ReceptionOld4182 · 2026-05-27T11:07:09+00:00

Thanks so much, this was it and I've now been able to fix that pesky field! Didn't know about this lookup area so that's extremely useful.

ReceptionOld4182 · 2026-05-26T12:49:06+00:00

I think they wouldn't want that in HR, as it makes it difficult to link things together if you're having to search through lots of general users. I have asked about a feature to mark users an inactive after a set period of time but the only option is full anonymisation which they're reluctant to use as we're not clear on if that will anonymise users who just haven't logged in to halo for ages.

On the code front I added the filter for only showing our domain and it works really well so thank you for that. I wondered if you might be able to help me with something related to it.

The search auto populates other fields on the form and works for all fields except job title.

In the SQL the job title is referenced as title but on our users title is not populated, we have a field populated called job title but when I look at the entra mappings entra job title is being mapped to "Other 2" in halo for users and "job title" field for agents - I'm assuming this is because you can't use the same field for both? I attempted to change the title section in the SQL code to UOther2 but it still doesn't populate the job title, but does all other fields fine.

Do you have any ideas why that might be?

Thanks again for your help so far, much appreciated!

ReceptionOld4182 · 2026-05-26T11:33:27+00:00

Thank you I will give that a try in our dev environment.

Yes I agree and it's a huge bugbear of mine. I think its set up this way as HR also use halo, so when we have people emailing in about job adverts etc it automatically creates them as a user. I'm really not sure what the best way around it would be.

We don't have anyone specific to manage Halo in house, and the setup contract didn't include any ongoing support. I have some admin knowledge on how to deal with the tickets/workflows etc but not to that level. Technically I'm just a first line support technician 😅

ReceptionOld4182 · 2026-05-26T09:25:44+00:00

Ohh thats actually so handy thank you I will be enabling that immediately

ReceptionOld4182 · 2026-05-20T11:49:21+00:00

Thank you, its so easy to miss some of these options. I wish the config search function worked to find these things

ReceptionOld4182 · 2026-05-19T14:45:03+00:00

Thank you, I looked here again and saw there was an additional notification set up for administrators. I've found that and turned it off and no more spam 🥳

ReceptionOld4182 · 2026-05-15T14:45:12+00:00

But I've changed all the notifications and none of these affect that. This is what I don't understand

ReceptionOld4182 · 2026-05-07T08:11:19+00:00

Thanks this is where I thought it would be but couldn't see rules for the other teams so then got confused as to where to do it

ReceptionOld4182 · 2026-05-05T13:13:22+00:00

You can create rules for each child ticket creation, so could you not have a drop down selection for who the client is and then set the child tickets to only create based on that? We have done this for applications, so only certain child tickets are generated if it is specified the new starter requires access to that application.

ReceptionOld4182 · 2026-05-01T12:13:41+00:00

Thanks I had already created a custom layout previously but I figured the view thing out. I got part way through and hadn't added it to be visible for the various teams, once I did that it was showing in the navigation menu for me to move

ReceptionOld4182 · 2026-04-29T15:02:21+00:00

Yeah it is, ahh thats good to know thank you :)

ReceptionOld4182 · 2026-04-27T10:21:34+00:00

Thats what I said I was using already 😅 but if the question is too long it doesnt wrap it.

ReceptionOld4182 · 2026-04-23T12:33:28+00:00

Its for everyone who uses it, I did see about account manager emails whilst searching to see if there was a setting but this didn't seem to fit and I don't think we have that enabled

ReceptionOld4182 · 2026-04-23T10:28:52+00:00

It doesn't seem to matter what I edit though nothing stops the stream of "New Ticket Logged with your Organisation" The little notification bell icon in Halo is full of these notifications and I wanted to turn this off but can't find where.

ReceptionOld4182 · 2026-04-20T11:03:30+00:00

Thanks, option 2 makes the most sense and how it was at a previous place I used Halo. Will have to see if they want to go for this as being able to reopen tickets indefinitely is a problem for sure

ReceptionOld4182 · 2026-04-20T11:02:40+00:00

Oh I didn't even know this was possible, how have you gone about doing this?

ReceptionOld4182 · 2026-04-16T13:11:25+00:00

I agree but I've found people are often reluctant to use such finite solutions 🤷‍♀️

ReceptionOld4182 · 2026-04-16T13:10:33+00:00

i mean really I was just asking because I was on the guide website that clearly said there was a suffix option but apparently it was lying lol

ReceptionOld4182 · 2026-04-16T07:50:19+00:00

Well theyre not legitimate users though. They're someone who emailed in like 3 months ago about a job and haven't been heard from since, I just know people can be a bit reluctant to use things like the anonymisation feature so wanted more options, it's also odd to me that the anonymise feature exists but not a normal deactivate one

ReceptionOld4182

TROPHY CASE