Thoughts

A Rising Tide Lifts More Than Boats

By  
El Copeland
February 12, 2025
•
20 min read
Business
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You have heard it said that “a rising tide lifts all boats.”

Often attributed to U.S. President John F. Kennedy in a speech from 1963, this aphorism, “a rising tide lifts all boats,” is regularly heard throughout the MSP Channel: many of our friends and colleagues use this phrase in some iteration during conversation, in mottos, and uh, for business names.  

The analogy, in some ways, is astute. Technology and our relationship with it are both constantly evolving, requiring a certain buoyancy and literal ability to “go with the flow” with every new development, vulnerability, and client request.  The founder of MSPGeek, Martyn Keigher, used this phrase to describe why he started the forum to answer questions about ConnectWise’s RMM platform, LabTech, and which evolved to discuss products, security, and other MSP-centric matters. It was a nice sentiment, made practical: together, we can navigate struggles that occur with every new development. Together, we can share knowledge and experience and let others who pass this way stand on our shoulders. Together, as a community, we can traverse the deep sea of change. We can learn and grow, together.

But I’ve also seen it used another way. Bear with me and hear the difference:  

“We are The Tide. We are the people and ideas who are going to solve all of your problems. We can solve your problems if you would just listen to us and agree and obey!”  

In an industry that started in garages and basements, one built on torrents and IRC and subverting systems, one that is constantly wrangling humans in all of their complexity and anxieties, why…WHY would anyone expect to be a sole authority on even one aspect of the Tide?  

Because here’s the thing: of all things we should want to mimic from nature, a rising tide isn’t the pinnacle of success you may think it is. Limited by time and natural laws, you must remember that ultimately, tides don’t rise forever.

Let’s talk about how the cycle of tides are reflected in our lives, as humans and businesses.

ELI5: What is a Tide?

As the Moon orbits Earth, its gravity pulls on our oceans, creating a bulge of water known as high tide. This high tide isn’t the only one occurring at that time — another high tide forms on the opposite side of the Earth due to the physical properties of water as it responds to the Moon’s pull.

Earth's Tides

From National Geographic. Illustration by Mary Crooks.  

High tide is a good thing for boats, giving ships more water to move through. At high tide, it is easier to navigate without hitting shallow areas that could damage your vessel, making it more practical for boating — and in many cases, more fun.

Low tide, on the other hand, is more likely to be harmful for ships than helpful. If a boat isn’t docked properly, the receding water can leave it stranded in the mud. If left unsecured, changing currents can carry the boat out to the unforgiving sea. At the same time, depending on the location, low tide is the best time for hunting for sea shells or accessing fishing holes that were inaccessible before. It depends on your needs and goals on what part of the tide you prefer.  

All of that said, what our analogies usually miss in their catchiness and simplicity is the intrinsically transient nature of the tide.  

Consistent as clockwork, the tides rise and they fall in a matter of hours. It may be more pleasant to swim in when the tide is low, but what if you’re not a strong swimmer and are unprepared for the incoming rising tide? The ships are lifted, but what happens to the boats when the tide flows out again and the ships’ captains are unprepared?  

Uh, so it sounds like the tide isn’t a great analogy for business, why are you even using the name Rising Tide?  

As someone who has always had a side gig and has helped start and run multiple small businesses, I firmly believe that Small to Medium Sized Businesses (SMBs) are the future of our economy.  

According to the U.S. Chamber of Commerce, 99.9% of businesses, or 33.2 Million businesses in the States are small businesses, accounting for nearly half of their total GDP as a country, and nearly half of their employment. Worldwide, according to the World Bank, those numbers are similar, with 90% of businesses are small businesses, employing 50% of our workforce.  

a screenshot of a graph

The creativity, competition, and cooperation within community that small businesses exhibit beyond employment and GDP is worth celebrating. Small businesses working together create stronger products and services for both the public and private sectors: truly a demonstration of iron sharpening iron.  

Humanity will continue to diversify, solving problems and creating new things. And with it, technology will continue to be vital for growth, productivity, and efficiency.  

This diversity and evolution is what I consider the Tide. The complex social, cultural, economic situations that our communities will be inadvertently interacting with in their homes, schools, churches, government buildings, and offices.  

We (MSPs, technologists, consultants) are not the Tide. We're arguably more important. I believe MSPs are the future of SMBs and in that, we don’t own the Tide or the rights to It. We merely are custodians of the energy, ideas, and potential hidden within each wave.

What are we if we’re not the Tide?  

Imagine with me that you are standing on a beach on a perfect summer day.  

Maybe your feet are buried deep in the warm sand; there is a pleasant breeze carrying light scent of coconut and pineapple from people applying sunblock a few feet away. A clear blue sky and glorious yellow sun embrace everyone under their domain. Tiny crabs skitter back to the ocean in confusion, chasing every wave that brought them in. In the distance, you can see a pier where people set lawn chairs and coolers as they fish for the local fare. You hear kids playing, building and destroying sand castles behind you. Seagulls swoop and shout at people in line at the french fry stand, others are eating ice cream they knocked out of a small child’s hands. A local fisherman is exchanging pleasantries with a customer in the parking lot as he sells shrimp he caught this morning. The beach is abuzz with life.  

It’s almost like the tide may be what brings these people together, but it is not the most important thing on the beach. There is an entire ecosystem that was created around the tide and with the tide, that follows the tide, and that depends on the tide, at both its lowest and highest points.  

In the same way, entire ecosystems exist and are further enabled by the tide of technology, and as the Tide of technology shifts, It demands a higher bar of technical ability and tools to connect with the increasingly fast paced world around us.  

Of the businesses that have sprung up around the beach where this Tide resides—doctors' offices, accounting firms, car dealerships, grocery stores, print shops, restaurants, manufacturers, retail—some will be able to manage changing and upgrading on their own. Many others will rely on competent and experienced MSPs who can see the depths of the waters and navigate with wisdom and care.  

You’re not just a bait shop selling worms, hooks, and overpriced rods. You are seasoned navigators with maps, anecdotes, and hard-won advice on the best places to fish. In the same way, a competent MSP can step in, and beyond “managing services” or being a “value-added reseller,” they bring a wealth of experience to enhance those small businesses: advising, creating, maintaining, and protecting technical tools and skills as each SMB grows.  

The importance of the role of MSPs guiding SMBs through shifts in technology becomes clear when we examine the projected growth in IT managed services revenue: according to data from Jay McBain at Canalys, in 2025, the industry is expected to grow by 13%, reaching $595 billion globally (Canalys, 2025).  

Graphs from Canalys analyzing projected 2025 growth for IT Managed Services

The great thing about the ocean is the variety of occupations that exist at every season and Tide. You are an experienced ship captain; you know how to read the sky and the stars to predict the weather. You are a seasoned fisherman, who knows all of the best spots for the prized sea bass. Your purpose is not to be the Tide, but to help those around us to understand, harness, and profit from the Tide.  

Putting our resources into building our ecosystem

While SMBs need help from MSPs, here’s the catch: MSPs are also SMBs facing the same struggles of scalability, knowledge gaps, and industry-wide shifts that any small business does. MSPs, as SMBs themselves (according to McBain, the average MSP employs 8 people), need help from similar coaches, advisors, consultants, and implementors to navigate the constant influx of change and growth.  

It’s something my business partner, Mendy Green, and I talk about often. The services we provide—automations, onboardings, and business process consulting—are complicated enough that you will spend significant resources whether staffing your own team or hiring an external consultant. We have a backlog and are hiring consultants who meet our high standards as quickly as we can (if you’re looking and think you’d be a good fit, give us a shout).  

But how can we help more people with the finite amount of time we have, how can we better leverage our experience and skill for those who truly need our help but who cannot access us (or other consultants) due to time and cost?  

We could keep doing what we’re doing, throwing more people at the traditional consultant model of one-to-one, limited by scheduling and budget.

That only solves half of the problem. We’re grateful for the work, but it’s important to us to keep our services accessible to the people who need it most.  So we’re trying a few things to help fortify our ecosystem rather than just ourselves. Here are some ideas that our team and other peers in our circles are trying:

  • Open-source Problem-Solving
    Our consultants regularly spend time on public forums and online spaces through Discord, Slack, and Reddit, answering questions and lending free advice to teams trying to solve problems in their businesses. We believe that the more we share, the stronger our industry becomes—not through closed-door discussions, but through open and accessible knowledge-sharing. You can find us on places like:
  • Group Consulting  
    To better accommodate general questions about complicated tools that can’t be answered in free forums or videos, we’ve built out Group Consulting. Formed to echo peer groups, these hour-long sessions allow for community input to see the types of questions other people are asking in their figurative boats and positions on the open seas. During each session, participants can ask questions and get them answered, live. Learn how to do the things you’ve been putting off and get a good understanding of what you need to better chart your course. This model lowers costs, fosters peer learning, and exposes businesses to real-world challenges that others in the industry are facing. We currently offer these for Rewst (every other Wednesday at 1pm ET) and HaloPSA (Thursdays at 10am ET).  
  • Giving back to online and in-person Communities
    We believe that being human means giving back to our physical communities as much as possible. At Rising Tide, we encourage our consultants to specifically set aside a weekly block of hours for volunteering and community building. So often, money is the least valuable thing you can give, when you can give of your time, heart, and skill. Here are a few ways you can contribute to the world as the Tide rises: ‍

Join us.  

We’re not here to be the Tide. We don’t claim to own this industry or control the ever-changing currents that shape it. Instead, we—as MSPs, Consultants, and Advisors—are here to share the tools, wisdom, and experiences we’ve gained to help others chart their own course.

We don’t have all of the answers, but we are embracing a big experiment of open-source problem-solving, sharing knowledge freely through tutorials and blog posts, and creating community-based solutions like group consulting. Together, we can support each other as we navigate uncharted waters, fortify our fellow ships, and ensure that no one is left stranded as the tides shift again.

We believe that by pouring ourselves into community by sharing, collaborating, and creating slightly abnormal approaches to “the norm,” we’re not just surviving the Tide; we’re harnessing its energy to move forward.

We hope you’ll join us in this effort, whether by joining an online community, incorporating similar practices at your business, or participating in ours. Ride the tides with us, and let’s see how far we can travel, together.

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El Copeland

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...
News
September 16, 2025
8 min read

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

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News
September 2, 2025
8 min read

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.
Read post

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

News
August 19, 2025
8 min read

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

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