Views in Halo are the different ways to group and display tickets.
In the Tickets/Service Desk area you can change the view of tickets. The options are specified in detail below.
Figure 1. Picking a VIew
From here you can select the ticket view you wish to have on an ad-hoc basis. You can also specify a default view in a few different locations.
The first is in your agent preferences:
Figure 2. Agent Default View
The second location is the setting to specify a Default view globally for all agents Configuration > Tickets > Views
Figure 3. Global Default View
The third is by Ticket Area, this allows you to have different views for different ITIL ticket types, as you may wish to have different views for change control to the ones you have for Service Requests (for example). In order for Agents to use their own configured view selected at Agent level, they must set the following default view for the ticket area:
Figure 4. Area Default View
Figure 5. Tickets by Team
Tickets by Team shows all of the Teams the logged in Agent has access to. This will also take into account any Area restrictions you have in place, as some areas may be restricted to only show specific teams.
Figure 6. Tickets by Ticket Type
This will show a view of all Tickets by Ticket Type. The filter profile will be applied to this, so you will need to Filter for All Tickets if you want to also show Closed on On SLA Hold tickets.
Figure 7. Tickets by Status
When using the Tickets by Status view the Filter Profile is ignored, as closed tickets will still show here despite the filter being set to closed.
Figure 8. All Tickets
The final view is All Tickets. This will show all tickets, regardless of Type, Agent, Team etc, however it still applies the Area level restrictions, so if you are in the Incidents Area which applies filters to only show tickets of an ITIL type of Incident, it will not show all tickets.
The way to get around this is to create a catch all area which does not apply any restrictions, and applying a default view of All Tickets to it. This will then allow you to always access a long list of tickets with no area restrictions.
Figure 9. All Tickets Area
Figure 10. Default View for All Tickets Area
Configure Tickets By Team View
This can be edited under Configuration > Tickets > Views and under the settings drop down
Fig 11. Changing The Teams View
If the option "Only show the agents Teams by default" is selected, then the teams visible in that ticket area can be altered as there will be a button "Add More Teams" which will be visible on the "Tickets By Team" Tree
Fig 12 and 13. Adding or Removing Teams in The Teams Tree
The column profile dictates what columns will show in a table view of tickets:
Fig 14. Column Profile View
You can create a column profile by clicking on the top right 3 dots on a ticket view:
Fig 15. Editing or Changing The Column Profile From The Column Screen
Or under configuration > tickets > views:
Fig 16. Setting a Default
Defaults can be overridden per agent preferences, area, or team. Modifying these is straightforward, just choose the fields you'd like to have as columns:
Fig 17. Editing The Columns
You can drag and drop to reorder the columns as well. We recommend having the flag column so you can flag tickets and have a star display next to tickets with an important customer. Editing one of these fields will to sort or group by it, and override the column name.
When viewing the child tickets of a ticket (this is mostly used in project management), you can also customize how the child tickets appear, in terms of column profile and switching them to a Gantt or Kanban view. To customise how child tickets appear under a ticket, you will need to set these settings under the parent ticket type:
Fig 18. Configuration For Child Tickets
The list type will have 3 options, the table view for which you can set column profiles, the Gantt view, and the Kanban view.
Gannt and Kanban Views:
Below is an example of the Gantt view:
Figure 19. Gantt View
In order to use this view, you will need to set the fields "Start Date" and "Target Date" on the child tickets to they will appear on the Gantt chart.
As for the Kanban view, here is an example of this:
Fig 20. Kanban VIew
With the Kanban view, you can drag and drop tickets between different statuses to change them. You can choose which statuses to show on this view on the parent ticket's ticket type configuration:
Fig 21. Configuring Statuses For The Kanban View
If using workflows, you can also switch the Kanban view to sort by workflow stage rather than status. A good example of a use case for this is the opportunities, which usually have around 5-9 stages. Here is an example of this view:
Fig 22. Using Workflow Stages on a Kanban View
There is an option to toggle this on the top right 3 dots:
Fig 23. Toggling Group View on a Kanban
You can set this default view for the child ticket views as well under the parent's ticket type configuration:
Fig 24. Setting The Default Kanban View
Mentioning Agents Directly From The Ticket List
There is an option to mention agents from the ticket list screen. To do so, head to a list and right click on a ticket
Fig 25. Adding Note From Ticket List Screen
Then click private note or public note and mention the agent: