HaloITSM

HaloITSM Guides

Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Calendars and Appointments

Calendars and Appointments

In this lesson we will cover:

- Using the Calendar

- Appointments in Tickets

- Creating an Appointment



All of the configuration options along with the description of each, can be found here: Calendars and Appointments General Settings.


Also checkout the HaloPSA Academy guide on appointments: Guide

You must create an academy account to access this guide.


Using the Calendar

Fig 1. Calendar area


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 you can click on the timeline view which is a horizontal display of events per hour over a chosen day.


Fig 2. Calendar timeline 


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:


Fig 3. Example Agent Calendar


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.


Fig 4. Details of an appointment


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:


Fig 5. Create Appointment button 


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. The "Other Attendees" is where more agents or emails can be added to the appointment.


Fig 6. Create appointment window


This is the creation window, you should fill in all the relevant details here:


  • The subject which appears on the appointment view and describes the content.
  • Start and end are the timings of the appointment itself, or indeed the all day checkbox.
  • Private event becomes only editable by the agents listed.
  • Any agents who will attend the appointment:
  • Ticking inform will send them an invitation to let them know.
  • Similarly with user, except only one contact is allowed here.
  • Appointment types are editable in the settings in Configuration > Calendars and Appointments > Appointment Types, including the colour of these appointments:

Fig 7. Appointment Types


  • Alert is the timing for which any agents are notified before an appointment begins.
  • Agent status can be used to set agents to busy whilst event is ongoing.


The final memo box is used to list finer details of the appointment, any relevant public notes can be input here.


You can set scheduled tickets to show on the calendar, for this feature to appear you will need to have the ability to create new Scheduled Tickets and also have scheduling service enabled:


Fig 8. Show Scheduled Tickets on the calendar

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