HaloITSM Guides

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

Configuring Agent Views

Halo agents can change their ticket views in a variety of ways. This is done by employing the use of lists, column profiles and filter profiles. There are edited in the "Views" section of the configuration console (Configuration > Tickets > Views).

Views and Lists

These two options determine the bulk of what is filtered in/out of an agent's view. Out-of-the-box you will find the following options:

My Lists (Custom Views)
Team
Ticket Type
Status
Agent (All teams)

You can choose on a per agent or global basis which of these views you see by default:

Lists are a way of filtering custom combinations of the default views and any list made here is selectable under the "My Lists" option in the left hand pane of the ticket screen.

Clicking into 'Configure Lists' takes you to all lists. Clicking new in the top right will open a new window, allowing you to create a new list.

Creating a List

The details tab asks for a name, use (the area in which the list can be used), sequence (lower numbers are shown towards the top of the list of lists), visibility settings and if a default column profile is used.

Filters

These settings determine which fields the list filters out or in, and which filter profile is used for this.

The additional criteria section of this page is what drives a list's functionality:

Click the ⊕ to add a new criteria.
Select a field to filter by, this can be any field associated with tickets.
- This includes custom fields and system fields
Select a filter type.
- These are data operations such as includes, equals to and contains and their inverses
Give the Value(s) you wish to include/exclude.
Press "Save".

For example, if you submitted "Status not equal to closed", you would have created a list of any tickets which do not have the "Closed" status.

Click the pencil next to any one criteria to edit and the bin to delete.

Filter Profiles

Clicking configure filter profiles takes you to the list of all filter profiles, from here you can edit or click new to create one.

Creating a Filter Profile

Give the profile a name, specify the use, similar to the above and configure the visibility as necessary.

As above (see the additional criteria explanation for lists), the additional criteria work the same in filter profiles as they do in lists.

Column Profiles

Clicking into column profiles again shows you the list of all of them and editing or creating a new one takes to you the creation/edit screen.

Here you are presented with the same configuration options explained above, except here we are determining which columns to show the imformation from, not which information is filtered.

Select from the list of fields, which you wish to display as columns. There are special options in here to select separate views of fields. These include:

Status Icon - the status tag inside the colour set in the settings
Client/Site/User - this shows the concatenated form of the end-user's client, site and name
SLA percentage - The SLA time left with a graphic showing the time left percentage