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id="menu-item-1587" class="trialButton menu-item menu-item-type-custom menu-item-object-custom menu-item-1587"><a href="https://trial.haloitsm.com/trial/signup" itemprop="url"><span itemprop="name">Start trial <i class="far fa-angle-right"></i></span></a></li> <li id="menu-item-2481" class="demoButton menu-item menu-item-type-post_type menu-item-object-page menu-item-2481"><a href="https://haloitsm.com/demo/" itemprop="url"><span itemprop="name">Schedule a demo <i class="far fa-angle-right"></i></span></a></li> </ul></nav></div></header><div class="site-inner"><div class="content-sidebar-wrap"><main class="content" id="genesis-content"><article class="post-1910 page type-page status-publish has-post-thumbnail entry" aria-label="Roadmap" itemscope itemtype="https://schema.org/CreativeWork"><div class="entry-content" itemprop="text"> <div style="background-color:#2bd3c7;padding-left:10%;padding-right:10%" class="wp-block-genesis-blocks-gb-container gb-layout-hero-1 hero-half gb-block-container alignfull"><div class="gb-container-inside"><div class="gb-container-image-wrap"><img decoding="async" class="gb-container-image has-background-dim-100 has-background-dim" src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%200%200'%3E%3C/svg%3E" alt="" data-lazy-src="https://haloitsm.com/wp-content/uploads/2021/05/Add-a-heading-16.webp"/><noscript><img decoding="async" class="gb-container-image has-background-dim-100 has-background-dim" src="https://haloitsm.com/wp-content/uploads/2021/05/Add-a-heading-16.webp" alt=""/></noscript></div><div class="gb-container-content" style="max-width:1200px"> <div style="padding-bottom:2%;padding-top:2%;margin-top:8%" class="wp-block-genesis-blocks-gb-container gb-block-container"><div class="gb-container-inside"><div class="gb-container-content" style="max-width:1600px"> <h1 class="has-text-align-center has-text-color wp-block-heading" style="color:#ffffff">HaloITSM Roadmap</h1> <h4 class="has-text-align-center has-text-color wp-block-heading" style="color:#ffffff"> Find out about all the exciting, up and coming developments in HaloITSM</h4> </div></div></div> <p></p> </div></div></div> <div style="background-color:#ffffff;padding-left:10%;padding-right:10%" class="wp-block-genesis-blocks-gb-container gb-layout-hero-1 hero-half noTopPad gb-block-container alignfull"><div class="gb-container-inside"><div class="gb-container-content" style="max-width:1200px"> <div style="padding-top:2%" class="wp-block-genesis-blocks-gb-container noTopPad gb-block-container alignfull"><div class="gb-container-inside"><div class="gb-container-content" style="max-width:1400px"><div class="wp-block-genesis-blocks-gb-columns gb-layout-columns-3 gb-3-col-equal" style="padding-right:5%;padding-left:5%"> <div class="gb-layout-column-wrap gb-block-layout-column-gap-0 gb-is-responsive-column"> <div class="wp-block-genesis-blocks-gb-column gb-block-layout-column"> <div class="gb-block-layout-column-inner rounded" style="margin:5%; padding:10%; background-color:#F5F7FA"> <h3 class="has-text-align-left">In Progress</h3><div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Slack User Bot</h4><p style='font-size:15px;margin-bottom:0px'>Slack Integration on End User Chat Bot </p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Ticket Creation on Mobile App</h4><p style='font-size:15px;margin-bottom:0px'>Ability to display new ticket forms on mobile app.</p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>SaaS Management</h4><p style='font-size:15px;margin-bottom:0px'>Management of SaaS accounts and usage.</p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Searching for multi-select fields</h4><p style='font-size:15px;margin-bottom:0px'>Ability to search for individual values in multi select Drop-Down field.</p></div> </div> </div> <div class="wp-block-genesis-blocks-gb-column gb-block-layout-column"> <div class="gb-block-layout-column-inner rounded" style="margin:5%; padding:10%; background-color:#F5F7FA"> <h3 class="has-text-align-left">Up Next</h3><div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #FB8422; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Halo Tabs for Tickets</h4><p style='font-size:15px;margin-bottom:0px'>Ability to have multiple tickets open in one single browser tab.</p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #FB8422; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'> AWS OpenSearch (AI Search Index for Hosted Customers)</h4><p style='font-size:15px;margin-bottom:0px'>Introducing a Vector database for AI Search and Virtual Agent to be hosted within Halo AWS infrastructure.</p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #FB8422; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Linking of tickets across Halo instances</h4><p style='font-size:15px;margin-bottom:0px'>Improvements on linking tickets between Halo instances.</p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #FB8422; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Change Sets for Configuration</h4><p style='font-size:15px;margin-bottom:0px'>Introduction of "Change Set" concept to only partially transfer configuration between enviornments based on the entities changes relate to.</p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #FB8422; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>AI for Change Optimisation</h4><p style='font-size:15px;margin-bottom:0px'>Leverage Halo AI to optimise the Change Management process by assessing risk. </p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #FB8422; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Search for Settings in Configuration</h4><p style='font-size:15px;margin-bottom:0px'>Allow for individual settings to be searchable in the Configuration module.</p></div> </div> </div> <div class="wp-block-genesis-blocks-gb-column gb-block-layout-column"> <div class="gb-block-layout-column-inner rounded" style="margin:5%; padding:10%; background-color:#F5F7FA"> <h3 class="has-text-align-left">Future</h3><div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #CA1B7E; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Escalation Enhancements</h4><p style='font-size:15px;margin-bottom:0px'>Ability to auto-escalate tickets if agents do not acknowledge ticket notifications. </p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #CA1B7E; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'> Ticket Status Dependency</h4><p style='font-size:15px;margin-bottom:0px'>Introduction of ticket dependencies on different workflow steps.</p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #CA1B7E; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Email Encryption at Source</h4><p style='font-size:15px;margin-bottom:0px'>New method to allow for outgoing emails to be encrypted and require authentication to be accessed by end-users.</p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #CA1B7E; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Tickets to open in mobile app on mobiles</h4><p style='font-size:15px;margin-bottom:0px'>Introduction of opening tickets on the Halo mobile app from the received notificaiton.</p></div> </div> </div> </div> </div> <div class="wp-block-genesis-blocks-gb-columns gb-layout-columns-1 gb-1-col-equal" style="padding-right:5%;padding-left:5%"> <div class="gb-layout-column-wrap gb-block-layout-column-gap-0 gb-is-responsive-column"> <div class="wp-block-genesis-blocks-gb-column gb-block-layout-column"> <div class="ab-block-layout-column-inner rounded" style="margin:2%; padding:4%; background-color:#F5F7FA"> <h3 class="has-text-align-left">Recently Completed</h3><div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Added the ability to import Shifts from Microsoft Teams</h4><p style='font-size:15px;margin-bottom:0px'><p>You can now configure a separate Teams connection for importing shifts. </p><p>NOTE: This Miscorosft API is currently only supported for the Global Service Authority.</p><p><br></p><p>Once connected, you can configure mappings for teams in Microsoft Teams. This will create a webhook to automatically import the shifts from Teams. Only shifts assigned to a user in teams will be imported. The shifts will only be added into Halo for agents that have been synced with Microsoft Entra ID and have the setting "Enable shift imports" turned on against their account. </p><p>There is a button to enable this for every agent in a team. </p><p><br></p><p>In addition to the webhooks, the integrator can be set up to import shifts as a backup in case any are missed.</p></p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Added the ability to use the end-user chatbot in Slack</h4><p style='font-size:15px;margin-bottom:0px'><p>It is now possible to create applications in Slack and associate them with chat profiles in your Halo instance. This allows users within your Slack workspace to communicate with a custom-defined chatbot that you have configured.</p><p><br></p><p>The new functionality can be configured on the new End-User Chat tab of the Slack integration.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20688%20342'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="688" style="width: 690px; height: 342.191px;" height="342" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMDhiMjA4LWYxY2UtNGM3NS05NmQ1LThlNWY0ODE3NTY5YyJ9.3ly3GY6GIUg2reW8DnVfftaM_zxkb-9AlpmGJo_Wts4"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMDhiMjA4LWYxY2UtNGM3NS05NmQ1LThlNWY0ODE3NTY5YyJ9.3ly3GY6GIUg2reW8DnVfftaM_zxkb-9AlpmGJo_Wts4" class="fr-fic fr-fil fr-dib" width="688" style="width: 690px; height: 342.191px;" height="342"></noscript></p><p><br></p><p>Unlike the rest of the Slack integration, this functionality requires you to create your own Slack developer app. This gives you the ability to customize the appearance of the application for your end users. </p><p><br></p><p>To make the creation of these apps straightforward, the Create Manifest button can be used to generate a JSON file that can be imported straight into Slack to create new applications. This ensures that your apps are configured with the correct permissions and endpoints. </p><p><br></p><p>Once the app is created, you can register it in Halo and assign it a chat profile allowing the correct chat flow to be used whenever a user starts a conversation via the app.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20671%20405'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="671" style="width: 673px; height: 405.308px;" height="405" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxZGEwOTkzLWMyNmItNDAwMC04MDA0LWUzZTcwZTViNTFhYSJ9.opDSmc5XwPLhIDbd0EwE9LHlHE9t12oTO3iTmp89_Oc"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxZGEwOTkzLWMyNmItNDAwMC04MDA0LWUzZTcwZTViNTFhYSJ9.opDSmc5XwPLhIDbd0EwE9LHlHE9t12oTO3iTmp89_Oc" class="fr-fic fr-fil fr-dib" width="671" style="width: 673px; height: 405.308px;" height="405"></noscript></p><p><br></p><p>Once the app has been installed into Slack, users can start new conversations in the Messages tab of the app using the /startchat slash command. They can also end current conversations with the /endchat slash command.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20358%20124'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="358" height="124" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwYTRmNjJlLTAyNmMtNGU2Yy1iOTY5LWJhNDNhZDRkNzI0MyJ9.-yuKpQdfSHMQwBh9ju9jaY8RGcU1YFzXsZsYnfvQhoE"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwYTRmNjJlLTAyNmMtNGU2Yy1iOTY5LWJhNDNhZDRkNzI0MyJ9.-yuKpQdfSHMQwBh9ju9jaY8RGcU1YFzXsZsYnfvQhoE" class="fr-fic fr-fil fr-dib" width="358" height="124"></noscript></p><p><br></p><p>Various prompts/inputs will be available to the user throughout the conversation, helping to guide them through your configured chat profile. An example prompt where a user has asked the bot a question and the bot has returned knowledge base articles to the end-user can be seen below.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20528%20374'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="528" style="width: 530px; height: 374.164px;" height="374" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1MWU1MTY5LTc3MWUtNGU2MS1hMTdjLTY4ZDE0MDYwNDFhNyJ9.QNIarl8QbVaTvgHCAKMtIuSYCezzYw0UfZv-2PPrhks"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1MWU1MTY5LTc3MWUtNGU2MS1hMTdjLTY4ZDE0MDYwNDFhNyJ9.QNIarl8QbVaTvgHCAKMtIuSYCezzYw0UfZv-2PPrhks" class="fr-fic fr-fil fr-dib" width="528" style="width: 530px; height: 374.164px;" height="374"></noscript></p></p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Added the Rapid7 Integration</h4><p style='font-size:15px;margin-bottom:0px'><p id="isPasted">A Rapid7 integration is now available, allowing tickets to be created from Rapid7 using runbooks in Halo. Webhooks from Rapid7 will need to be setup to trigger the runbook when an investigation is created.</p><p><br></p><p>Once the integration is enabled, the runbooks will automatically be added. Alongside this a schedule will be made for the alerts runbook to obtain future alerts on the investigation.</p><p><br></p><p>The closure runbook can be implemented to close investigations in Rapid7 when a ticket in Halo is closed.</p></p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Added the ability to translate email templates</h4><p style='font-size:15px;margin-bottom:0px'><p>To enable this functionality you must enable the setting "Allow multi-language email templates" in Configuration > Email.</p><p>With this enabled you can set individual email templates to be multi-language.</p><p><br></p><p>To translate an email, you need to use configure custom email variables. For these, you need to specify a name for the variable and the value for the text. This text can then be translated into any language you have configured in Halo.</p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20356%20214'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="356" style="width: 358px; height: 214.446px;" height="214" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4OTBhOWUxLTFmMGMtNDgyMC05NjY4LWYxOTI1N2JjYTE4ZSJ9.T6RWBEJ6kDQVGAJeX7vKQCyHau7rZDyQKrEDqWrd0zU"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4OTBhOWUxLTFmMGMtNDgyMC05NjY4LWYxOTI1N2JjYTE4ZSJ9.T6RWBEJ6kDQVGAJeX7vKQCyHau7rZDyQKrEDqWrd0zU" class="fr-fic fr-fil fr-dib" width="356" style="width: 358px; height: 214.446px;" height="214"></noscript></p><p>These can be configured globally for use on multiple email templates or at individual email template level. The values for these variables can contain $ variables.</p><p><br></p><p>These variables can then be used in the email template for both the subject and the body using the following format: <<Variable Name>></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20420%20193'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="420" height="193" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3NTlmOGQzLTJkNGEtNGVjZS05ZDVjLTJiMDI5YmE1N2FjNCJ9.lAdnOpgi3UN_mIk4VJvXRi75n_DoSwtoLbjDCakXoYc"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3NTlmOGQzLTJkNGEtNGVjZS05ZDVjLTJiMDI5YmE1N2FjNCJ9.lAdnOpgi3UN_mIk4VJvXRi75n_DoSwtoLbjDCakXoYc" class="fr-fic fr-fil fr-dib" width="420" height="193"></noscript></p><p>When sending an email, the language of the recipient will be determined from their settings. For users, it will use the language the have selected, otherwise it will fall back to the site-level language setting. For emails to agents, it will use their specified language. If none of those settings are specified, it will use the global language setting.</p><p><br></p><p>When sending emails from a ticket, the language of the user will be used, even when sending an email to multiple recipients. The only exceptions are when using actions with the system use of "Email Agent" or "Add note to Parent Ticket", and emails on opportunity tickets will not translate until a user record has been created from the opportunity.</p><p><br></p><p>Please note that translations will not yet apply to the following:</p><ul><li>Bulk emails, such as emailing service subscribers or distribution lists</li><li>Actions with system uses that email all approvers of a ticket</li><li>Emails to suppliers</li></ul></p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Improvements to the Exchange Calendars integration</h4><p style='font-size:15px;margin-bottom:0px'><p>The new functionality is only available when using the Graph API connection method, combined with an Azure application that uses application permissions.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20820%20179'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="820" style="width: 820px; height: 179.89px;" height="179.89" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1Yjk5OGMwLTUyZjgtNGNhZC1hN2VmLTQ4MDAyNDA4YTEwNCJ9.cH2TOe2GE4t_PDxrmMYRbKa0Lt6G_75X6FxUXJ29udU"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1Yjk5OGMwLTUyZjgtNGNhZC1hN2VmLTQ4MDAyNDA4YTEwNCJ9.cH2TOe2GE4t_PDxrmMYRbKa0Lt6G_75X6FxUXJ29udU" class="fr-fic fr-fil fr-dib" width="820" style="width: 820px; height: 179.89px;" height="179.89"></noscript></p><p><br></p><p><strong>Immutable IDs</strong></p><p><br></p><p>Immutable IDs can now be activated for this integration. This prevents issues caused by the ID of an Exchange appointment changing when certain properties on the appointment are changed.</p><p><br></p><p>Additional permissions must be granted to your Azure application to use this functionality.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20802%20145'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="802" style="width: 802px; height: 145.011px;" height="145.011" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzNzZlYmU2LWRmMTctNDUzZS1hZTZmLThiNDMwOGVkYzg2OSJ9.zypfuyISj59mYvmPjyCj38KFI-Fzyk_ofxXqEjsDMQY"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzNzZlYmU2LWRmMTctNDUzZS1hZTZmLThiNDMwOGVkYzg2OSJ9.zypfuyISj59mYvmPjyCj38KFI-Fzyk_ofxXqEjsDMQY" class="fr-fic fr-fil fr-dib" width="802" style="width: 802px; height: 145.011px;" height="145.011"></noscript></p><p><br></p><p><strong>Webhooks</strong></p><p><br></p><p>Webhooks can now be configured to receive instant updates for Created, Updated, and Deleted events from Exchange.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20798%20305'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="798" style="width: 798px; height: 305.246px;" height="305.246" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzZWZjNWYwLWY4ZWItNGE2Yy1iZjk3LTY3NWRiN2JkMTAxYSJ9.H8mi6VbrETb4dFYqyE9nTAblhWE4prL2C7vS4dkVBpo"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzZWZjNWYwLWY4ZWItNGE2Yy1iZjk3LTY3NWRiN2JkMTAxYSJ9.H8mi6VbrETb4dFYqyE9nTAblhWE4prL2C7vS4dkVBpo" class="fr-fic fr-fil fr-dib" width="798" style="width: 798px; height: 305.246px;" height="305.246"></noscript></p><p><br></p><p>As highlighted on the setup screen, subscriptions for an agent will be created/deleted automatically when toggling the integration on/off in their preferences. Any active subscriptions will be renewed either when a webhook is received for an event for that agent, or daily via the task scheduler.</p><p><br></p><p>You can manually manage the subscription for each agent in the table provided. The <strong>Add </strong>button also contains an "All" option to create a subscription for all outstanding agents.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20434%20143'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="434" style="width: 434px; height: 143.608px;" height="143.608" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5Mzg3YjM3LTA5MmItNGQ0Yy04YzQ0LTE3NjAyNjFjNmJiZCJ9.cp-LPbUarSP2phvHUjSBYgm65kNitkIoQF3za0yMWCw"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5Mzg3YjM3LTA5MmItNGQ0Yy04YzQ0LTE3NjAyNjFjNmJiZCJ9.cp-LPbUarSP2phvHUjSBYgm65kNitkIoQF3za0yMWCw" class="fr-fic fr-fil fr-dib" width="434" style="width: 434px; height: 143.608px;" height="143.608"></noscript></p><p><br></p><p id="isPasted">Note: Immutable IDs must be enabled to use the webhook functionality.</p><p><br><strong>General Improvements</strong></p><p><br></p><p>The integration setup screen has now been split into tabs to more easily manage the configuration. </p><p><br></p><p>An inbound and outbound request tab has also been added for better visibility of the webhooks received and the requests made by the integration.</p><p><br></p><p><br><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20775%20228'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="775" style="width: 775px; height: 228.367px;" height="228.367" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwYWU4MDBmLTFlNjQtNGQ5Ni05NWFkLTQzZDFkOWY5ZmRjZCJ9.GvhFbf4Yji30KjEtV0Uog-zxoZOoFgYX9mqfff5w8HY"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwYWU4MDBmLTFlNjQtNGQ5Ni05NWFkLTQzZDFkOWY5ZmRjZCJ9.GvhFbf4Yji30KjEtV0Uog-zxoZOoFgYX9mqfff5w8HY" class="fr-fic fr-fil fr-dib" width="775" style="width: 775px; height: 228.367px;" height="228.367"></noscript></p></p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Various improvements to Configuration Items</h4><p style='font-size:15px;margin-bottom:0px'><p>To improve the functionality and ease of use of configuration items in Halo, various improvements have been made. To enable this new functionality the setting "Allow automatic linking of Assets and Services" in Configuration > Services must be enabled.</p><p>This allows configuration items to be managed as one single entity whilst functioning as both an asset and a service.</p><p>NOTE: If using access control for either assets or services, access control will be enabled for the other entity upon enabling this setting.</p><p><br></p><p><strong><u>Asset Type</u></strong></p><p>Asset types now have 2 settings for "Is Service" or "Is Business application". They can only be one of these at a time. These settings can only be set for new asset types and cannot be changed once set.</p><p>When enabled, the asset type can then be linked to a service category that the services linked to assets of this type will be part of.</p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20191%20176'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="191" style="width: 193px; height: 176.482px;" height="176" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxNzlkMDRlLTY1MzMtNGM2MS1iZTczLWNjZDhhMGFjNTAxNiJ9.Y-tXKoimb1S4bmm_nhqQ7qwB1sXRFeCXAMFZDplrQ08"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxNzlkMDRlLTY1MzMtNGM2MS1iZTczLWNjZDhhMGFjNTAxNiJ9.Y-tXKoimb1S4bmm_nhqQ7qwB1sXRFeCXAMFZDplrQ08" class="fr-fic fr-fil fr-dib" width="191" style="width: 193px; height: 176.482px;" height="176"></noscript></p><p><br></p><p>Additionally, asset types can now have related services. These will be inherited by any assets of that type. This can be used for any asset type, not just the ones linked to services. </p><p><br></p><p><strong><u>Assets</u></strong></p><p>When creating an asset of one of these types, a service will be created that is linked to this asset. The following fields will be inherited from the asset to the service:</p><ul><li>Asset Tag to Service Name</li><li>Business owner</li><li>Technical owner</li><li>Criticality</li><li>Notes</li><li>Related Articles</li><li>Related Assets</li></ul><p>Additionally, if an asset "Is a business application" then the related service will have the following setting on:</p><ul><li>Is a Monitored Service (Track Service Status)</li><li>Show in Service Catalogue for End-Users</li><li>Allow Subscribers to log Incidents</li></ul><p>Whereas, if an asset "Is a Service" these settings will be off.</p><p><br></p><p><br></p><p>All other fields, including custom fields, will be shown in tabs against the asset, so the service and asset can be managed from one screen. These tabs will only show against assets that are linked to a service and can be reordered using tab layouts.</p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20796%20274'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="796" style="width: 798px; height: 274.034px;" height="274" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyMTc0MjRlLTMxOGQtNDE3Zi05YTljLTUzMTU1N2ZmYjQ3ZCJ9.YqDdP6_p9EcPdBhTnv7QIRvC0vKjEf7wuGfu2I62B9g"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyMTc0MjRlLTMxOGQtNDE3Zi05YTljLTUzMTU1N2ZmYjQ3ZCJ9.YqDdP6_p9EcPdBhTnv7QIRvC0vKjEf7wuGfu2I62B9g" class="fr-fic fr-fil fr-dib" width="796" style="width: 798px; height: 274.034px;" height="274"></noscript></p><p>All the same options that are available on a service, such as logging a ticket or emailing all subscribers, are available on the asset as well.</p><p>Once an asset has been created with one of these types, the type cannot be change to one that is not either a service or a business application. </p><p><br></p><p><br></p><p><strong><u>Service</u></strong></p><p>If creating a service from the services area of Halo, it will not have the option to be linked to an asset. Additonally, if you click on the record for a service linked to an asset it will take you to the asset screen to manage the details.</p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20569%20220'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="569" style="width: 571px; height: 220.315px;" height="220" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmZDYzZTEwLThhMzktNDJjNy1iZTE5LTAzODYzMDdmMmQxNCJ9.7Yj6IXPXrsH6vVN0XdkCoUvn23arI8ucu-K7CzU9TpY"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmZDYzZTEwLThhMzktNDJjNy1iZTE5LTAzODYzMDdmMmQxNCJ9.7Yj6IXPXrsH6vVN0XdkCoUvn23arI8ucu-K7CzU9TpY" class="fr-fic fr-fil fr-dib" width="569" style="width: 571px; height: 220.315px;" height="220"></noscript></p><p><strong><u>Tickets</u></strong></p><p>With this functionality enabled, the related services field on tickets will be restricted to only ones linked to assets.</p><p>If an asset is related to a ticket and it is linked to a service, the corresponding service will be related to the ticket.</p><p>Similarly, if a service is related to a ticket or set as the primary service and it is linked to an asset, then the asset will be related to the ticket.</p><p>Any child assets of a related asset that are marked as a service or a business application, will also be related to the ticket along with their services.</p><p><br></p><p>The primary service, related assets, and related services fields can also be renamed per ticket type.</p><p><br></p></p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Added the AuthRocket Integration</h4><p style='font-size:15px;margin-bottom:0px'><p id="isPasted">An AuthRocket integration is now available, allowing users to be created from AuthRocket using runbooks in Halo.</p><p><br></p><p>Once the integration is enabled, the runbooks will automatically be added. Alongside this a schedule will be made for the runbook.</p></p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Virima integration is now available</h4><p style='font-size:15px;margin-bottom:0px'><div><div><div><div><p><a data-fr-linked="true" href="https://halo.haloservicedesk.com/kb?id=2317" id="isPasted" target="_blank" rel="noopener">https://halo.haloservicedesk.com/kb?id=2317</a> </p><p><br></p><p id="isPasted">A Virima integration is now available, allowing for the import of assets. </p><p><br></p><p>To use this integration you must generate an API key and know your Virima tenant id. You then need to enter the URL for your Virima instance, as well as the key and tenant ID to connect the integration.</p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%200%200'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" style="width: 551px;" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkODM0ZmE5LTg4OWUtNDZhYS1hYjJjLTA2MDE3MjU0MWZhOSJ9.pAFhrIQnOphhrYjIaDEz11ohgDQlOpfn9F63GDwjBG4"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkODM0ZmE5LTg4OWUtNDZhYS1hYjJjLTA2MDE3MjU0MWZhOSJ9.pAFhrIQnOphhrYjIaDEz11ohgDQlOpfn9F63GDwjBG4" class="fr-fic fr-fil fr-dib" style="width: 551px;"></noscript></p><p id="isPasted"><strong><u>Site Mappings</u></strong></p><p>Virima does not have a concept of sites or customers, so to determine which site an asset should be created against you can use site rules. These rules are based on field values, and if matched will assign an asset to the site of the mapping.</p><p><br></p><p>The user of an imported asset will be matched to a user based on their email address. This matching will be done on the username, email, and network login fields, and you can specify an additional field to try matching on as well. </p><p>The matched user can be used to override the site mapping. </p><p>There is also a setting to not change an existing asset's site.</p><p><br></p><p id="isPasted"><strong><u>Asset Imports</u></strong></p><p>All types of assets will be imported from Virima. All fields can be mapped from Virima to Halo, with the option to manually specify a field name if required. Software is also imported for each asset, with an option to match these to customer licences. </p><p><br></p><p>The asset types of the assets can either use a fixed type for all assets, be determined from one of the fields, or use asset type mappings that are determined using rules based on the values of the mapped asset fields. The mappings can either use a specific type or use a field to determine the asset type.</p><p><br></p><p>If none of the rules are matched, a default asset type will be used, which can be configured to not allow the import of any assets that don't match any of the rules, allowing for certain assets to be excluded from the import.</p><p><br></p><p>Asset relationships can also be imported from Virima, with a future update also allowing the Vivid relationship diagram from Virima to be displayed as a tab on the asset in Halo</p><p><br></p><p>Additionally, there are settings to: deactivate assets deleted from Virima and what status to set them to when doing this, not create new assets, not update existing asset types, and the status for new assets.</p><p><br></p><p>Assets can be imported manually or on a recurring schedule using the Halo integrator. When using the integrator, only assets updated or created since the last sync date will be imported. You can clear the last sync date if required.</p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%200%200'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" style="width: 346px;" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlZjAzMTlmLTNkNTQtNGViOC1hYjcwLTk4MGVmZTcwMGJlYyJ9.IlBwBl5mqIf-l81BLc8QJzGopVlSOCO0xKtkmKO27s4"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlZjAzMTlmLTNkNTQtNGViOC1hYjcwLTk4MGVmZTcwMGJlYyJ9.IlBwBl5mqIf-l81BLc8QJzGopVlSOCO0xKtkmKO27s4" class="fr-fic fr-fil fr-dib" style="width: 346px;"></noscript></p><p><br></p></div></div></div></div></p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>AT&T integration is now available</h4><p style='font-size:15px;margin-bottom:0px'><div><div><div><p id="isPasted">AT&T integration has been added to the 'Product Catalogs' integration group:</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%200%200'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" style="width: 190px;" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjN2U5ZDEyLTc2MjAtNDQxOS1iY2I1LTE2ZGZhNzY2ODk1ZCJ9.Pm3IF96p3Fs0_1aRyiHasreKTVXngfIZfJyBTsBi-54"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjN2U5ZDEyLTc2MjAtNDQxOS1iY2I1LTE2ZGZhNzY2ODk1ZCJ9.Pm3IF96p3Fs0_1aRyiHasreKTVXngfIZfJyBTsBi-54" class="fr-fic fr-fil fr-dib" style="width: 190px;"></noscript></p><p><br></p><p>API credentials are required to set this up and are sourced from AT&T directly. A default vendor and product group must be selected to create new products under when adding AT&T products to quotations.</p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%200%200'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" style="width: 424px;" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhZjc5NDkxLTgzMjgtNDBhOC1iOTBkLTc3NGQxM2I0Y2Y2ZCJ9.s_rDih1PxOq5RFrVXeowNmu6XV4vU5--QZK-euR0dBw"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhZjc5NDkxLTgzMjgtNDBhOC1iOTBkLTc3NGQxM2I0Y2Y2ZCJ9.s_rDih1PxOq5RFrVXeowNmu6XV4vU5--QZK-euR0dBw" class="fr-fic fr-fil fr-dib" style="width: 424px;"></noscript></p><p><br></p><p>With the module enabled a new button to "Add AT&T product" will appear on the quote details screen. This opens a search screen so that you can see what services AT&T can offer at your customers specific site address. All segments of the address must be populated before searching; this is filled out automatically if the address is already set on the quote.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%200%200'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" style="width: 399px;" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzYTczNjFkLTczZGEtNDE1My1iNTIyLTgwZTk5MzI0MTE4MyJ9.hQY5C_vJwxJ46nS8CVsHsa6CqKqE59f6XNyQTMG_90o"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzYTczNjFkLTczZGEtNDE1My1iNTIyLTgwZTk5MzI0MTE4MyJ9.hQY5C_vJwxJ46nS8CVsHsa6CqKqE59f6XNyQTMG_90o" class="fr-fic fr-fil fr-dib" style="width: 399px;"></noscript></p><p><br></p><p>Using the "compare" filter option applies visuals to results returned from AT&T to be able to quickly compare key characteristics as well as display pricing differences:</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%200%200'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" style="width: 352px;" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhZTI5OGUzLTFlNTktNGFkMi1hZjE0LTJhZjQyNzc3ZjYxZCJ9.zgaCUnNyPXg20vaeWfgFors95OFRyb3SO5uNBeLbgvU"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhZTI5OGUzLTFlNTktNGFkMi1hZjE0LTJhZjQyNzc3ZjYxZCJ9.zgaCUnNyPXg20vaeWfgFors95OFRyb3SO5uNBeLbgvU" class="fr-fic fr-fil fr-dib" style="width: 352px;"></noscript></p><p><br></p><p>Once an AT&T product has been selected, this will be added as a line to the quote and created in Halo as a monthly recurring product.</p></div></div></div></p></div> <div class='shadow marginTopBottom padding rounded' style='background-color:#fff; border-left: 4px solid #3ecf8e; border-bottom-left-radius:2px; border-top-left-radius: 2px;'><h4 style='margin:0px; font-size:18px;margin-bottom: 10px'>Halo Push Notifications can now be sent to Agents Web Browsers</h4><p style='font-size:15px;margin-bottom:0px'><div><p>Within a Notification, you can now choose to send browser push notifications by enabling the "Send a browser push notification" setting.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20792%20446'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="792" height="446" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1ZWI0NDg4LTA2OTQtNDU0YS05NDhiLTA4YTZlZmJmYzU5MSJ9.iP7NA0VpgTGNVaOlvoP5GQgREhNpS_ekGv778SWA-a4"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1ZWI0NDg4LTA2OTQtNDU0YS05NDhiLTA4YTZlZmJmYzU5MSJ9.iP7NA0VpgTGNVaOlvoP5GQgREhNpS_ekGv778SWA-a4" class="fr-fic fr-fil fr-dib" width="792" height="446"></noscript></p><p><br></p><p>When one or more notifications have this set, Agents using a browser that supports Firebase Messaging will be prompted to grant permission for Halo to send them notifications once they log into Halo.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20358%20221'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="358" height="221" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyMDEwM2RkLTExOTEtNDFhNS1iYTU3LTdiOGY2YTQ3OGVlMCJ9.szl1hFu1gLaElNUsWSNjhhbLWJs_ecGyNhx0qJFrQVQ"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyMDEwM2RkLTExOTEtNDFhNS1iYTU3LTdiOGY2YTQ3OGVlMCJ9.szl1hFu1gLaElNUsWSNjhhbLWJs_ecGyNhx0qJFrQVQ" class="fr-fic fr-fil fr-dib" width="358" height="221"></noscript></p><p><br></p><p><br></p><p>The notification will be delivered to the browser and how it shows will depend on the browser. For example, Chromium browsers can display a notification in the Windows notification centre.</p><p><br></p><p>Clicking on the notification will open the relevant link in a new Halo tab, and mark the notification as read.</p><p><br></p><p><img src="data:image/svg+xml,%3Csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20365%20189'%3E%3C/svg%3E" class="fr-fic fr-fil fr-dib" width="365" style="width: 365px; height: 189.736px;" height="189.736" data-lazy-src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyNGQ1YTQxLTA2YWUtNGJkMi04OTkyLWMyNWQ2ZDc2OTdhMSJ9.b9kDMhPq0nitMtt-VmoACW5zJ_P9ug4zJJ8NfXBtQvA"><noscript><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyNGQ1YTQxLTA2YWUtNGJkMi04OTkyLWMyNWQ2ZDc2OTdhMSJ9.b9kDMhPq0nitMtt-VmoACW5zJ_P9ug4zJJ8NfXBtQvA" class="fr-fic fr-fil fr-dib" width="365" style="width: 365px; height: 189.736px;" height="189.736"></noscript></p><p><br></p><p><br></p><p>A few other changes have been made to notifications to support this;</p><ul><li>The delivery method option "Popup in notification pane" has been renamed to "Show in Halo only" as all notifications show in the Halo notification pane.</li><li>A new checkbox setting has been added labelled "Popup in notification pane" which is active by default. This determines whether a notification pops up within Halo when it is delivered.</li></ul><p><br></p><p>When using browser notifications, to avoid duplication of popups it's recommended to disable the popup within Halo and allow the browser to display the notification only, although both can be used at once.</p></div></p></div> </div></div></div> </div> </div></div></div> <p></p> </div></div></div> </div></article></main></div></div><div class="footer-widgets" id="genesis-footer-widgets"><h2 class="genesis-sidebar-title screen-reader-text">Footer</h2><div class="wrap"><div class="widget-area footer-widgets-1 footer-widget-area"><section id="nav_menu-2" class="widget widget_nav_menu"><div class="widget-wrap"><h3 class="widgettitle widget-title">Company</h3> <div class="menu-company-container"><ul id="menu-company" class="menu"><li id="menu-item-423" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-423"><a href="https://haloitsm.com/contact-us/" 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