2025 Q3 Newsletter - Get more out of Halo, Hudu, and Rewst

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• Hide expired or superseded quotes automatically
• Prevents clients seeing outdated pricing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

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Built for Busy MSPs: Why We Created Monthly Support

While we pride ourselves at Rising Tide on being clever, we didn’t make this up on our own.

Over the past year, multiple clients told us the same thing in different ways:

“We don’t need a full-on consulting. We just need someone to help us stay on top of the tools we already have.”

“Can you set aside time each month to tell us what’s working, what’s not, and what we should actually do next?”

“Honestly, I just want to know if anything’s falling through the cracks.”

MSPs weren’t talking about emergencies. They meant the small stuff. The not-yet-broken-but-might-be. The features that got launched but never rolled out. The bugs they forgot to follow up on. The process that made sense when they built it... but not anymore.

So we listened and built out our Monthly Support offerings for teams like yours. Support that pays attention, leveraging the best of Rising Tide to make the best of your systems. It’s not reactive. It’s not rushed. It’s not about being broken. It’s about staying in control, without wasting time figuring out where to start.

What You Get Each Month

Designed for Rising Tide clients who’ve already implemented tools like HaloPSA, Hudu, and Rewst, and just want to keep things running smoothly without spinning up a full project or workshop every quarter.

Here’s what our Monthly Support looks like in practice:

1. Systems Health Review

A short, focused check-in on the systems you want our guidance on. for:

• Are automations running like they should? 
• Are there missed SLAs or ticket pileups that can be fixed with better workflows?
• Are there any underused (or over-complicated!) features?

You’ll walk away with a small, clear action plan that you can execute on your own or leverage the Rising Tide team to complete.

2. Feature Release Briefing

We read the release notes so you don’t have to. You’ll get:

• Highlights of what’s new
• Suggestions for features worth trying and what isn't
• Warnings about what’s likely to break or change

3. Vendor Liaison Support

We’ll chase the vendor on your behalf. That includes:

• Logging and tracking bug reports
• Validating bugs and escalating to dev teams directly.
• Identifying workarounds and assisting in implementation.
• Following up on feature requests or stuck tickets
• Communicating feature requests clearly (and tracking them)

4. Immediate Error Support

If something breaks in a tool we’ve implemented or documented, we’ll:

• Help triage and fix it
• Identify if it’s a vendor issue
• Tell you clearly if it needs escalation into a project

5. Virtual Admin

Hand Rising Tide the recurring and tedious-but-necessary tasks tied to administrative upkeep inside your platforms like: 

• Creating/cleaning up ticket templates or categories
• Building or formatting documentation templates
• Cleaning up old or unused ticket types, custom fields, etc.
• Applying updates or light data clean-up to SOPs, templates, invoices, etc.
• Quick updates to HaloPSA workflows, permissions, roles, agents
• Simple HaloPSA report needs and changes to existing reports
• HaloPSA Integration mappings and Halo Integration errors

What Monthly Support is Not

To be clear, the Rising Tide Proactive Support Plan is not consulting. Proactive Support is only for systems we’ve implemented and reviewed. It doesn’t include:

• New tool or system implementation
• Redesigning workflows or processes
• Training or onboarding
• Deep reporting or strategic planning

If we find something that should be a project, we’ll tell you and help you decide how you would like to move forward.

Pricing

Monthly Support at Rising Tide is available in two flavors: Foundations and Catalyst.

Foundations

$900/mo
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The Foundations package is for MSPs who need steady, expert support to keep their tools working well, especially when system updates can throw a wrench in those plans. It’s perfect for teams who want someone to keep an eye on things, flag issues early, and offer helpful next steps without having to ask.

Rising Tide consultants will proactively review your systems, follow up with vendors, handle small fixes, and make sure nothing slips through the cracks. It’s a lightweight, low-friction way to stay on top of your platforms and make sure they keep delivering value.

Catalyst

$3500/mo

The Catalyst package is the Foundations package expanded for MSPs who want hands-on, high-touch support with structure. You’ll get 10 hours per month, including up to four scheduled weekly calls, priority scheduling, and deeper involvement from your Rising Tide consultant. This isn’t just support when you ask for it — it’s active partnership.

We come prepared with recommendations, process improvements, and a plan to help you get the most out of your systems. Catalyst is for teams ready to make consistent progress without needing to manage the support relationship.

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Let’s Be Real

The goal isn’t to keep you dependent on us. It’s to help you feel like you’re on top of your systems instead of under them.

We’ll help you spot friction before it becomes fire, surface fixes you might’ve missed, and give you the clarity to act, delegate, or table things with confidence.

Ready to add Monthly Support?
Contact Rising Tide Consulting Today.

In Episode 4 of By the Run Book, the team digs into HaloPSA v2.192 with a mix of technical deep-dives and practical tips for MSPs. Robbie and Mendy walk through improvements in holiday approvals, contract schedule plans, and important security updates like webhook authentication. They also explore quality-of-life changes in ticket type restrictions, AI suggestions without an AI license, and new admin mode controls. To wrap up, Robbie demos his “Quick Ticket” browser extension for lightning-fast ticket creation without breaking your workflow. Whether you’re streamlining internal processes, tightening security, or speeding up ticket logging, this release has something to improve your day-to-day.

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Watch Now: By the [run]Book: Episode 4
‍Robbie's Quick Tickets: Halo Quick Ticket - Microsoft Edge Addons

Multiple minor improvements to Holiday Approvals | v2.192 #948186 | 3:55

• Shows balance in days/hours instead of decimals
• Approval screen now displays holiday details
• Fix for approval from holiday record failing

Multiple minor changes to improve Contract Schedule Plan functionality | v2.192 #947953 | 7:01

• Easier setup for scheduled contract work
• Tracks allocated vs. remaining hours
• Still manual for recurring hour replenishment

Federated credentials update endpoint | v2.192 #937555 | 13:40

• API endpoint to update federated credentials more easily

Quotation Config: remove whitespace from signature image | v2.192 #937347 | 14:30

• Option to trim white background from customer signature images

Ready for Invoicing filter applies to other billable entities | v2.192 #937175 | 17:17

• Top-level Customer criteria now carry over to other billable entities
• Ignores other non-applicable filter criteria

Integration and webhook improvements | v2.192 #936110, #936402, #936998, #936862, #936739 | 19:34

• Various integration updates including webhook authentication

Charge Rate restrictions at Ticket Type | v2.192 #933938 | 22:17

• Restrict allowed charge rates for specific ticket types

AI Suggestions without AI integration | v2.192 #923472 | 24:48

• Use AI Suggestions feature without enabling AI integration

Admin Mode security improvement | v2.192 #909530 | 31:55

• Requires 2FA to enable Admin Mode
• Adds audit logging of activations

Load Balance limits by Team | v2.192 #898859 | 35:52

• Limit tickets assigned via load balancing per team

Forecasting Module improvements | v2.192 #883797 | 36:00

• Enhancements to AI-based forecasting for tickets, hours, and reports

Enabled for Instances option | v2.192 #882671 | 39:05

• Limit notifications, webhooks, and runbooks to specific instances

Disable editing of config-tracked entities | v2.192 #882664 | 39:32

• Prevent editing config-tracked entities directly in production

Sprints for config tracking | v2.192 #882648 | 40:26

• Group config changes into deployable sprints

Filter ticket types on New Ticket screen by group | v2.192 #858227 | 41:40

• New ticket screen can be filtered by Ticket Type Group

Show/hide more User system fields in Screen Layout Profiles | v2.192 #856243 | 47:20

• Added more User fields to show/hide controls

Add new Contacts on Opportunities | v2.192 #840296 | 47:46

• Add contacts directly from existing opportunities

Owners and Assets in article query builder | v2.192 #836009 | 48:06

• Owners and Assets now reportable in article queries

Added $-LOGGEDINAGENTSIGNATURE variable | v2.192 #831158 | 48:15

• Variable for logged-in agent’s signature

Unit prices in Product Bundles on Quotes | v2.192 #823474 | 48:53

• Show per-unit price when group quantifier enabled

Restrict creation of new article tags | v2.192 #822558 | 49:48

• Only allow selecting from existing article tags

Primary agent, secondary agent, and account manager as additional agents | v2.192 #821136 | 49:57

• Option to add these roles as additional agents when logging a ticket

Countersign Quotations | v2.192 #820956 | 53:04

• Allow countersigning of quotations before finalizing

Prefix for $ variables with data | v2.192 #793305 | 53:55

• Prefix only appears if variable contains data

Halo Quick Ticket extension demo | 55:21

• Robbie’s Edge/Chrome extension for quick ticket creation
• OAuth setup with Halo, select fields, and complete on creation

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