HaloPSA: actions, SLA holds and billing rules
HaloPSA's own vocabulary and mechanics: users, agents, customers, sites and top levels; doing all ticket work through actions; how statuses put tickets on hold and pause SLA timers; response and resolution targets; and how billing rules and Pre-Pay decide what an action costs the customer.
- Level
- Intermediate
- Length
- About 45 minutes
- Contents
- 3 lessons · final exam
- Status
- Published · updated 1 Oct 2026
- HaloPSA
Skills you'll practise
- Distinguish users, agents, customers, sites and top levels in HaloPSA
- Choose the right action for a piece of ticket work and predict its effect on status and visibility
- Explain how holds pause the SLA timer and how response and resolution targets are shown
- Explain how billing rules are evaluated in sequence and what happens to unmatched work
- Describe how Pre-Pay hours are added, consumed and topped up
Course outline
- 1.Halo's building blocksLesson · 13 min
- 2.Actions, statuses and SLAsLesson · 17 min
- 3.Billing rules and Pre-PayLesson · 15 min
- 4.HaloPSA: actions, SLA holds and billing rules: knowledge checkKnowledge check · 13 questions
- 5.Final exam8 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
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