By
El Copeland
January 4, 2025
•
20 min read
Professional Development
Fundamental Skills
Tutorials
Refresh your Resume
When is the last time you updated your Resume/CV?
There was a little bit of chatter in the MSPGeek Discord last month about what actually needs to go on a resume. (MSPGeek Website | MSPGeek Discord)
It got me curious: how many of my friends in the MSP space have an up-to-date resume, and one that they’re proud of?
Uh-oh, have you not dusted yours off in a few years?
Let’s talk about why you might want to change that even if you’re happy where you are and some practical advice for updating yours into something you’re proud to showcase.
What is a Resume and how is it different from a CV?
Let’s start with the basics.
A resume is a generally a concise document highlighting your professional experience, skills, and accomplishments. When I’m coaching others, I use the analogy that a good resume is just a firm handshake. It's what gets your foot in the door for hopefully further conversations. You’ll want your resume to be tailored to your current interests and objectives, whittled down to reflect your story and expertise.
On the other hand, a CV, or curriculum vitae, comes from Latin words curriculum, which came from the original word currere which translates to run, as in a race; and vitae, meaning life. Curriculum has since been adapted as an educational term for what you’d be learning in a class or program, but it originally just meant “what race are you running?”
With that in mind, a CV literally translates to course of life, and as such it’s a beefier document than a resume, reflecting a detailed account of one’s professional journey, path, and achievements, showcasing a full history of your education, research, and work. I coach my people to keep both on hand, considering the CV as the “source of truth” for everything you’ve ever done with complete timelines and full descriptions, and creating multiple child resumes depending on your specific job application or use case.
In general, in the MSP (Managed Service Provider) space and in the employment arena, these words are often used interchangeably but I encourage you to default to providing a simpler resume, and as such we’ll be focusing on that term in this article. However, there are places and times that it makes sense to provide a full CV and we’ll address that as we go.
The Value of Keeping a Resume on Hand
Having an up-to-date resume is a good practice to keep even if you’re not actively looking for jobs. Some companies that bid for work include team member resumes and CVs as evidence of that company’s competence and fit to win a particular Request for Proposal (RFP).
It’s also helpful because you never know when the random person you meet at a conference, church, or bar, likes the cut of your jib and wants your resume to see if you’re a good fit for their company!
If you’re in Sales or Marketing, knowing what your technical teams’ Resumes and CVs look like can be a wealth of data for building proposals or providing accomplishments to prospective clients. It’s worth seeing if your team has up-to-date resumes so you know the high points of their skills and accomplishments and can brag about them accordingly.
So enough about the why of a good Resume. Let’s talk about the how.
Building a "Good” Resume
As someone who has applied for many jobs, read a good number of applications for my own businesses, and coached others in cleaning up their own, let’s talk about what makes a resume or CV successful to me and how I applied those ideals in my own resume. As you’ve surely noticed, the word good is in quotation marks – every bit of advice in here is built on years of learning and experience, but is by no means dictatorial or the final word on the resume that will get you the job of your dreams.
My goal is to give you inspiration on revamping and practical advice further editing your own! If you follow these ideas, hopefully, you'll take your resume from "meh" to "good" and as you build your idea of what good looks like, you can make it "great."
Here is my current resume, for reference:
What are your first thoughts? It’s ok if you hate it, it won’t hurt my feelings. The fact that you’re thinking about what could be a resume is the exciting part for me. We’ll use my resume to tear apart some of these rules so you have practical ideas for what to do, or not!
Rules I kept in mind:
- You’re the Hero.
- Lead with action.
- Context, context, context.
- Show your Work
You’re the Hero.
For the uninitiated, Doctor Who is a BBC Family Show about a millennia-old time-traveling alien who consistently finds himself saving the human race while meeting historic people and events from the past, present, and future. In the 2024 Christmas special, Ncuti Gatwa as the Doctor finds himself trapped in a crappy hotel room by himself, for a year. “The long way ‘round” rings in the viewers’ ears as we are then escorted through the next year of the Doctor, watching his character development as he performs menial labor and often comical tasks. It’s heartwarming and tearjerking, and....
Don’t do that.
Yeah, you heard me. Your resume is not the place for your growth or development. It’s not the place to give the ins and outs of your day-to-day. Your resume needs to be the high points. This is just the book cover, the summary, the short review enticing someone to pick you up and actually flip through the pages.
Ways that you can do that include:
- Use a “Summary” and/or “Objective”.
What is your overall story? Are you a phenomenal Tier 2 Technician looking for her next role leading a team as a Tier 3? Are you hoping to transition to leadership with your people skills? Are you wanting to contribute to a team with your depth of knowledge of security infrastructures? What should the reader of your Resume see first, and how should they read your story?
- Keep to the point.
A rule of thumb often used is 10 years of work experience to one page of resume. IF you have more experience that requires more words, try to shorten it first. Or, include an appendix fully describing a project or situation.
- Maybe a picture.
Honestly, I hate having a photo on a resume, but I was applying for a job outside of my local area and industry I wanted something that showed my character. I left it on the styling because I’m lazy. Be careful with photos, they can seem unprofessional.
We want to know that you can speak Judoon, have commandeered a TARDIS, and are adept with both psychic paper and a Sonic Screwdriver. We do not need to know that you carjacked said TARDIS, brought someone a cheese toastie and pumpkin latte, or snogged Queen Elizabeth. If the devil is in the details, well, leave the details and the devil out of your resume, dude.
This example is a little silly, but the point remains that YOU are the hero and YOU write your own story. Make sure the readers of your resume know what that is. And regardless of what story you write, your resume should always lead with Action.
Lead with Action
What have you done that you have control over? Your resume should show that you’re an asset to the teams that you’re on and that the work you’ve done has shown your strength.
Instead of framing things as being a part of a project or that something was imposed on you, stretch yourself to consider the decisions you made and how they were impactful.
Check your resume in a grammar checker for “passive voice” and eliminate it from your resume as much as possible. Passive voice makes it seem like you are just that: a passive bystander to things that you created. This isn’t the place for modesty, it’s a place for groundedness and intentionality! Don’t be scared to show them what you’ve got! Here are some good rules of thumb for your resume:
- Start with action verbs: Use strong verbs such as developed, managed, increased, led, implemented, and optimized.
- Ask 'who did what?': When reviewing your bullet points, ask yourself who is performing the action, and make that the subject of the sentence.
- Quantify results: Adding metrics helps make the statement more assertive and shows the impact of your actions.
Here are some practical examples for how you can update passive voice with active voice.
- Ticket System Implementation
- Passive: “A new ticketing system was implemented to streamline support requests.”
- Active: “Implemented a new ticketing system that streamlined support requests, reducing response times by 20%.”
- Customer Care
- Passive: “Client issues were resolved in a timely manner.”
- Active: “Resolved client issues within 24 hours, improving customer satisfaction ratings by 15%.”
- Report Preparation
- Passive: “Quarterly reports were prepared and presented by me for leadership review.”
- Active: “Prepared and presented quarterly reports to leadership, providing data-driven insights that influenced key decisions.”
- Training Employees
- Passive: “Training programs were created for new hires.”
- Active: “Created and led training programs for new hires, resulting in a 30% reduction in onboarding time.”
- Security Updates
- Passive: “System upgrades were performed to improve security.”
- Active: “Performed system upgrades to improve security, reducing vulnerability incidents by 40% compared to previous year.”
Of note, it is highly possible that you don’t feel like you have the numbers or the confidence to do this, today. There is a certain amount of intentionality and care that is required to start gathering these types of Key Performance Metrics or goals. It’s possible that your management is tracking some of these things already and you can talk to your manager about their goals for your department and roll those into your own successes.
Context, Context, Context
Know your audience and keep it relevant in all the ways possible, I’d specifically encourage you to consider context of content and context of delivery.
Content
We allude to this in the section on being the Hero, but keep multiple versions of your resume on hand depending on the role and company you are applying for! Review the business’s website and job listing for key words, phrases, or values to show you are a good fit. Remove work experience that isn’t applicable to the role. Don’t keep things in if they dilute what you are actually seeking to present yourself as. Customize your bullet points: Swap in key accomplishments that fit the job description. If the role focuses on leadership, highlight examples of mentoring or leading a team. If it’s technical, detail relevant certifications, tools, and projects.
Formatting
Use consistent headers, bullet points, and spacing to make your resume easy to scan. Avoid excessive detail that clutters the page. Stick to clean, professional fonts and clear section breaks.
Keep it simple, but don’t be afraid of a little personality: A pop of color, a different font, or slightly unique formatting can be memorable—but don’t overdo it. Use section dividers, subtle lines, or an (one!) accent color to guide the eye. Include icons for contact info if appropriate, but ensure they don’t distract (choose SIMPLE icons with only one color and make sure all icons are from the same family pack).
Keep font choices professional yet modern, such as using sans-serif fonts like Calibri or Lato. In general, I recommend not using more than one typeface, and limit the times you change it. Regular, bold, italic should get you far, and try to keep font sizes to three variations: title (36pt), header (18pt), body (12pt). Keep things consistent like you would be if you were marking up a webpage or application. And please, whatever you do, don’t express yourself through clever or cartoony fonts, this is for business, not your personal art gallery.
Delivery
How are you submitting your application? In person, by email, through a digital system?
Will the person be reading this on a mobile device or printing it out?
If in person, don’t be afraid to print off a color copy on nice, weighted cardstock for an in-person interview, and bring copies for other people who may be in the room as well, for a peer interview.
For digital submissions Check the format based on delivery method: Ensure your resume reads well in multiple formats—digital (PDFs), ATS-scannable text, and print. Run tests to see how it looks in each form. Do screenreaders or convert to plain text to see (or hear) what a computer-read version of your document turns out to say. Does it make sense? If not, rework it.
Show your Work
As mentioned multiple times in this article, your resume is a tool for opening doors, so don’t let it be a dead end for the reader. Where do you keep your portfolio or where should they go to find more information about you if this resume piqued their interest? Don’t keep them guessing, give them access! Some things you may want to include on a modern resume:
- Links
- Github
- LinkedIn Profile
- Blog or Portfolio
- Personal Projects or Achievements section
- Speaking engagements
- Community Volunteerism
- Open Source Projects you contribute to
- References or Testimonials
- While your references should be separate from your resume, don’t be afraid to list quotes from people about your work or link to reviews
Now, it’s your turn!
What do you think? If you look at your resume, does it follow my suggestions of making yourself the Hero. leading with action, considering appropriate context, and showing your Work? Where did I deviate from the rules, do you think it works for me, or not?
On the flip side, what rules do you think I am missing?
I hope I’ve inspired you to update your resume and/or CV this month and to encourage your friends and colleagues to do the same! If you need help cleaning up your resume, you can find me on any of the social channels listed on my resume, or through Rising Tide if you want to pay me to just do it for you.
Throughout my career, I've had the joy of leading many diverse and multifaceted teams.
Community building, especially within the technical community, is truly at the heart of what I do. I’m dedicated to fostering inclusive spaces where professionals can connect, share insights, and grow a culture of innovation and ongoing learning together, both in-person and when the team is 100% remote. I take pride in my ability to lead with both clarity and empathy, deftly handling the complexities of technology-driven projects while always keeping the human connection at the forefront of every decision.
For companies seeking consulting and project work, I bring a deep understanding of operational efficiency and project management. I am skilled at not only identifying areas for improvement but also implementing strategic solutions that enhance productivity and outcomes. My strong background in technology, education, and people management allows me to seamlessly integrate innovative tools and processes to address specific challenges, ensuring that projects not only meet but exceed expectations, and that teams are motivated, well-coordinated, and focused on delivering and maintaining organizational goals.
Outside the office, I enjoy blueberry muffins, Doctor Who, weight-training, gardening, and spending time with my cats.
See some more of our most recent posts...
By the [run]Book: Episode 7
Episode 7 of By the [run]Book covers HaloPSA v2.196 and v2.198, featuring updates to ticket layouts, SQL-driven automation, reporting, AI controls, and multi-page ticket logging.
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In Episode 7 of By the [run]Book, the team finishes off highlights from v2.196 before diving into the first v2.198 beta features. From multi-column ticket layouts and SQL-driven scheduled tickets to dynamic field visibility groups, AI exclusions, and multi-page ticket logging, this release is stacked with quality-of-life improvements and automation power-ups. A must-watch for MSPs looking to fine-tune service delivery and streamline configuration.
Watch Now: By the [run]Book: Episode 7
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.
Added the setting 'Number of columns on the End-User Portal new Ticket screen' at Ticket type level | v2.196 #688629 | 1:29
Lets you define how many columns appear in end-user ticket forms.
- Condense long forms into multiple columns
- Easier to design cleaner layouts for portal users
Added the ability to filter Microsoft CSP site value mappings by Azure Group | v2.196 #753423 | 5:47
Filter CSP mappings to assign values by Azure group membership.
- Useful for billing types or licensing models
- Simplifies recurring invoice criteria
Added option to add Assets to Scheduled Tickets using custom SQL query | v2.196 #739358 | 9:55
Schedule tickets dynamically based on SQL queries for assets.
- Automatically pull asset lists
- Enables complex filtering by type, warranty, or other attributes
A setting has been added to Appointment Types to hide/remove Attendees from Appointments | v2.196 #414277 | 14:45
Prevent certain appointment types from including client attendees.
- Good for internal reminders
- Avoids accidental client notifications
Added option at Ticket Area level to add an image to the page header | v2.198 #967928 | 18:58
Ticket areas can now display custom images in the header.
- Supports branding or co-managed IT scenarios
- Add a logo or visual context per area
Report Bar charts which include a sum or count of records can now be split by a field in a Report | v2.198 #967725 | 20:59
Improved reporting with stacked bar splits.
- Group by multiple fields (e.g., client + status)
- More flexible dashboards
A setting has been added to Project Management Configuration to enable ordering of Project Tasks by a Sequence Number by default | v2.198 #962014 | 22:46
Projects tasks can now follow sequence numbers.
- Improves ordering in templates and live projects
- Sets consistent workflows
Quote Settings and Quote Approvals have been split out onto separate Configuration lists | v2.198 #961971 | 24:38
Quote settings and approvals are now managed separately.
- Cleaner configuration pages
- Easier to find the right settings
A setting has been added to Quote Configuration "Show the Product list prices using converted rate" | v2.198 #960576 | 25:24
Show product list prices in the target quote currency.
- Better transparency for multi-currency quotes
Improved Billing module configuration layout | v2.198 #959686 | 25:52
Billing configuration split into clearer sections.
- Easier to navigate invoice, labor, and travel settings
Remote support functionality is now available with the ConnectWise Control integration | v2.198 #952417 | 26:53
HaloPSA integration now supports remote session invites.
- Directly link sessions from assets or tickets
Added new method for line total calculations for Invoices, Quotes, Sales Orders and Purchase Orders | v2.198 #949475 | 27:36
Introduces improved line total calculations.
- Better rounding in multi-currency scenarios
- More consistent invoice/quote math
CRM note custom fields can now be re-ordered using sequence values | v2.198 #947824 | 29:42
Control the order of CRM note custom fields.
- Easier to present critical info at the top
- Cleaner user experience
Dynamic field visibility conditions are now grouped | v2.198 #935136 | 29:49
New grouping logic for dynamic field conditions.
- Combine multiple AND/OR groups
- More flexibility when designing forms
Added a customer level setting to exclude the customer from AI functionality | v2.198 #921333 | 33:31
Exclude sensitive customers from Halo’s built-in AI.
- Useful for legal/privacy requirements
- Can be referenced by custom AI logic too
You can now choose an asset column profile for the assets field on the new ticket screen on the self service portal | v2.198 #855247 | 34:18
Control which asset columns users see when logging tickets.
- Improves clarity for end users
- Customize per ticket type
You can now search the Ingram Micro hardware catalogue directly | v2.198 #839722 | 36:31
Pull products straight from Ingram Micro.
- Faster quoting process
- Avoids manual catalog lookups
Added the ability to enforce that a service should always appear in the 'Favourite Services' on the portal when accessible to the user or prevent a service from appearing in the 'Favourite Services' | v2.198 #838454 | 36:53
More control over “Favourite Services” in the portal.
- Force visibility for key services
- Prevent clutter from irrelevant ones
Add various improvements to ticket Kanban views | v2.198 #826176 | 37:08
Ticket Kanban boards improved.
- Show all stages, even empty ones
- Choose default view type
Added a permission to determine whether agents can push configuration changes between other environments/instances | v2.198 #815397 | 39:01
Granular permission for pushing config changes.
- Useful for staging/dev/test environments
Service and service category user access restrictions are now grouped | v2.198 #815195 | 39:18
Improved grouping for user access restrictions.
- Cleaner criteria logic
- Matches new grouping system
New storage method for global settings to improve performance | v2.198 #812830 | 40:04
Settings now stored in a new format.
- Faster performance
- Friendlier structure for reporting
Added the ability to restrict Mailbox senders to multiple Teams, Departments and Organisations | v2.198 #804411 | 42:59
Mailbox sender restrictions expanded.
- Route inbound email more flexibly
- Apply to multiple orgs/departments
A setting has been added to Custom Field creation that allows non-integer values to be used for Single Select ID fields populated by Custom Integrations | v2.198 #803758 | 43:14
Single Select IDs can now use non-integer values.
- Supports GUIDs and strings
- Essential for Graph API and external integrations
Added an option to include cloned tickets in the same Milestone as the original ticket | v2.198 #781758 | 48:59
Cloned tickets can now inherit milestones.
- Keeps related work aligned
- Reduces cleanup
Added a new setting in the Billing configuration to apply credit using Payments | v2.198 #770215 | 49:27
Credits can now be applied as payments.
- Better alignment with accounting practices
- Avoids negative line-item issues
Added the ability to change an action's contract from the Awaiting Review list | v2.198 #767329 | 53:07
Contracts can now be swapped in the review list.
- Supports correcting mistakes without reopening
Impprovements to the AWS integration | v2.198 #744781 | 54:04
Enhancements for AWS usage billing.
- More accurate sync
- Broader coverage of services
Multi-Page Ticket Logging is now available for the Self Service Portal | v2.198 #441082 | 54:22
Split ticket forms into multiple pages.
- Improves user experience
- Configure by field groups
A Bulk option has been added to user lists to change users into service users (or Non-Service Users) | v2.198 #383627 | 55:42
Bulk toggle users between service and non-service.
- Simplifies user management at scale
A Default Sequence/Order has been added to Product/Item Groups that will be used when adding Products/Items to Quotes/Orders/Invoices | v2.198 #357664 | 56:10
Item groups now support a default sequence.
- Ensures predictable ordering
- Reduces manual sorting
By the [run]Book: Episode 6
In Episode 6, the team explores HaloPSA v2.196 stable, covering billing recalculation, recurring invoice options, mailbox filters, project billing efficiency, role-based permissions, and automation upgrades.
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Episode 6 breaks down HaloPSA v2.196 (stable). We cover improvements to billing recalculation and recurring invoice scheduling, on-prem integration security, ticket UI/UX (action groups, field group behavior), role-level controls, chat on existing tickets, and a big boost to project billing performance in Ready for Invoicing. Ideal for MSPs tightening finance, project, and automation workflows in Halo.
Watch Now: By the [run]Book: Episode 6
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.
A setting has been added to the Advanced Settings so that a default font can be chosen for the Editor on Tickets and Actions | v2.196 #957605 | 4:43
Choose a consistent default font for editors in tickets and actions.
- Set globally in Advanced Settings
- Keeps agent communications visually consistent
Added a security check for integrations that are configured to allow unauthenticated webhooks | v2.196 #956772 | 5:54
A banner warns when integrations allow unauthenticated webhooks.
- Nudges admins to tighten webhook security
- Reduces risky integration configurations
A button has been added to the Customer screen to allow time entries to be recalculated in the background | v2.196 #955934 | 7:12
Recalculate billing for a selected customer over a defined window.
- Limited to recent months for performance
- Respects locked or already-invoiced time entries
Billing Plan Combinations can now be given a Start and End date; time logged outside of these values will not match the combination | v2.196 #955162 | 13:37
Control when a billing rule applies.
- Prevents unintended retroactive changes
- Smooth transitions as pricing rules evolve
A setting has been added to Configuration > Recurring Invoices > List Settings so that Recurring Invoice lists will hide Inactive Invoices by default | v2.196 #953223 | 17:06
Declutter your recurring invoice view.
- Hide inactive by default
- Recommended for most teams
Added "Mailbox" as a Ticket List Criteria | v2.196 #948983 | 19:38
Filter or route tickets by the mailbox they came from.
- Easier separation of alert mailboxes vs. support
- Useful for list views, rules, and reporting
Improvements to on-premise integrations that use the Halo Integrator | v2.196 #937027 | 22:53
Security and reliability enhancements for on-prem connections.
- Support for secure credential storage (e.g., Azure Key Vault)
- More control for local integration schedules
Default Start Date can now be set at Ticket Type level | v2.196 #920636 | 25:29
Make start dates automatic for certain ticket types.
- Helpful for templates and scheduled tasks
- Reduces manual edits by agents
Added a setting to prevent field groups from being collapsed | v2.196 #898449 | 26:37
Keep grouped fields always visible.
- Ensures critical fields remain expanded
- Useful for long, important forms
Added Client/Site CRM Note Created/Updated/Deleted as notification and runbook triggers | v2.196 #894541 | 28:32
Automate around CRM note activity.
- Great for account management follow-ups
- Notes can log time and trigger workflows
Runbook methods now support response that are only text | v2.196 #881111 | 33:01
Runbooks can process text-only API responses.
- Supports non-JSON endpoints
- Use text values in runbook lookups
Improvements to the XLS imports | v2.196 #855596 | 34:24
Safer, clearer Excel imports.
- New Validate button to test before running
- Optionally limit rows per batch
Added option on Recurring Invoice schedules to invoice on a specific day of the month | v2.196 #840590 | 37:18
Bill on an exact day each month.
- Avoid hacky “days ahead” workarounds
- Keep clean monthly periods (1st–end)
Added the setting 'Disable modification of milestones on Tickets' at Template level | v2.196 #835114 | 42:10
Lock milestone structures from templates.
- Enforces standard project delivery sequences
- Prevents ad-hoc milestone changes
Added option to 'chat about a ticket' for users on the self-service portal | v2.196 #828310 | 43:21
Let end users chat directly on an existing ticket.
- Maintains context vs. starting a new chat
- Useful where chat is a primary channel
The options for "Add to Project" and "Add budget to Project" will no longer show on the Sales Order line when no Products are created for the Sales Order and the option to only show Projects on the same Sales Order is being used | v2.196 #821081 | 45:46
Reduce confusion on sales order lines.
- Hide project actions when they don’t apply
- Keeps UI aligned with “same sales order” constraint
Added the option to restrict log on behalf permissions at user role level | v2.196 #820693 | 47:01
Granular “log on behalf” controls.
- Scope by client/site/department
- Tighter control for delegated ticket creation
Added Action Groups | v2.196 #722376 | 51:12
Group actions into dropdown menus on tickets.
- Declutters the action bar
- Create intuitive groups (e.g., AI, Notes, Contact)
Improved project loading efficiency in the ready for invoicing section | v2.196 #594973 | 56:31
A big boost to project billing performance.
- Project number stored on each time entry
- Faster loads and simpler reporting (even several levels deep)
Added 6 new notification/runbook trigger events | v2.196 #453212 | 58:49
More events to hook automations into.
- Build richer alerts and operational actions
- Expand your runbook coverage
For more insights, see our guide on choosing the right ticket status colors in HaloPSA
Also, check out our partner Renada’s video: From Feedback to Forest: Automating Tree Planting in HaloPSA
By the [run]Book: Episode 5
Episode 5 covers HaloPSA v2.192–v2.195 with updates on secure links, billable time, asset relationships, invoicing, and AI improvements for MSPs
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In Episode 5 of By the [run]Book, the crew digs into four HaloPSA releases in one session—covering versions 2.192 through 2.195. From new ways to share secure links and manage billable time to asset relationship mapping and invoice automation, this episode is packed with practical updates. If you’re an MSP looking to tighten processes, improve reporting, or explore Halo’s evolving automation and AI features, this one is worth the watch.
Watch Now: By the [run]Book: Episode 5
Report Guide Field | v2.192 #783026 | 3:19
Halo added a Report Guide field in the report designer for better context.
- Supports descriptions, instructions, or context at the top of reports
- Rich text formatting available
- Great for AI-driven reporting and analyst clarity
One-Time Secure Message Links | v2.192 #768829 | 4:55
Send secrets safely with one-time secure links.
- Links expire after a set period or views
- Currently requires portal login, but more flexibility is coming
- Helps replace tools like PW Push for sensitive info
Billable Time Recorded Field | v2.192 #763812 | 9:12
A new Billable Time Recorded column is available in ticket profiles.
- Distinguish billable vs. total time logged
- More accurate budget tracking against contracts
- Avoid confusion around no-charge vs. billable work
Runbook <<halo_url>> Variable | v2.192 #762123 | 9:59
A new runbook variable for halo_url has been added.
- Makes it easier to reference environment URLs
- Useful for runbooks with API calls and integrations
Hide Quotations by Status | v2.192 #757332 | 11:03
Control which quotes appear on tickets/opportunities.
- Hide expired or superseded quotes automatically
- Prevents clients seeing outdated pricing
- Review your quoting statuses for correct configuration
Disable SLAs | v2.192 #753297 | 14:22
A safer way to deactivate SLAs.
- Checkbox allows disabling without deleting
- Avoids breaking ticket configurations
- Recommended over deletion for historical consistency
Invoice Reference in Bills | v2.192 #718191 | 15:37
Specify invoice references when creating bills from POs.
- Adds clarity when reconciling bills against purchase orders
Closure Settings – SLA vs Normal Hours | v2.192 #699717 | 16:13
Set whether closure timers run on SLA working hours or calendar hours.
- Prevents old tickets reopening after long periods
- Best paired with portal-only reopen for true recurrences
Risk Scoring | v2.192 #514694 | 18:56
New risk scoring tool for change management.
- Calculates risk based on multiple impact factors
- Standardizes approvals and CAB discussions
Recurring Invoice Prorata Default | v2.192 #443946 | 21:13
A default configuration for prorata handling in recurring invoices.
- Options for “all” or “all except monthly”
- Saves manual work in billing setups
Asset Relationships | v2.193 #7793410 | 25:00
Expanded asset management capabilities.
- Define dependencies and relationships (installed on, upstream, etc.)
- Better for ITSM-focused MSPs and topology maps
“The Big One” Patch Button | v2.194 | 32:34
A mysterious patch button—covered lightheartedly in the episode.
Asset Custom Buttons per Type | v2.195 #829270 | 33:48
Custom buttons can now be restricted to asset type level.
- Provides more control and avoids clutter in the UI
Invoice PDFs in Unpaid Tickets | v2.195 #823241 | 33:59
Unpaid invoice tickets now include the invoice PDF automatically.
- Allows direct sending of the invoice as attachment
- Simplifies automation for collections
Pending Closure Email Recipient | v2.195 #819257 | 41:50
Choose recipients for automatic emails on pending-closure tickets.
- Flexibility in who receives closure notifications
User Permissions – Create vs Edit | v2.195 #882480 | 42:14
New permission level for user management.
- Agents can create users but not edit existing ones
- Reduces risk of social engineering attacks
Sales Orders Manual Completion | v2.195 #834419 | 44:15
Sales order lines must now be marked complete manually (optional).
- Avoids premature auto-closure when steps remain
Runbook SQL Test | v2.195 #839089 | 46:26
Runbook steps with SQL can now be tested directly.
- Major speed boost for building and debugging runbooks
AI Improvements – Context Hints | v2.195 #812354 | 48:44
AI field suggestions now appear inline as context hints.
- Reduces clutter vs. separate panels
- Can be toggled at ticket type or action level
Microsoft Entra ID Access Control | v2.195 #714899 | 53:20
Added access controls to the Entra ID integration.
- Controls who can configure/edit the integration
Custom Table SQL Import Improvements | v2.195 #739256 | 55:25
Enhanced SQL imports for custom tables.
- Larger row imports supported
- Pagination and filtering options added