This article walks you through configuring Horizon to follow the SeaLevel operations process as taught in Pax8 Academy. You will configure Helpdesk Actions to control what happens in your helpdesk when engineers and dispatchers interact with ToDos, and set up service call statuses for each ToDo lifecycle event.
Where to find it: Admin Panel → Helpdesk Actions → Helpdesk Actions
These actions are provisioned by default. Open each one, add the specified fields, and save.
| Helpdesk Action | When it fires | Status | Board/Queue |
|---|---|---|---|
| Ticket ToDo - Created | Dispatch creates a tentative appointment | Scheduled Remote | Pending Acceptance |
| Ticket ToDo - Accepted | Engineer accepts | — | Accepted |
| Ticket ToDo - Declined | Engineer declines | Scheduling Required | Needs Attention |
| Ticket ToDo - Cancelled | ToDo cancelled | Scheduling Required | Needs Attention |
| Ticket ToDo - Started | Engineer starts work | Working Issue Now | — |
Where to find it: Admin Panel → Helpdesk Actions → Helpdesk Actions
These actions do not exist by default. You must create each one and wire it to the corresponding scheduled trigger in Post-Commit Actions (Admin Panel → Components → ToDos → Post-Commit Actions).
| Helpdesk Action | When it fires | Status | Board/Queue |
|---|---|---|---|
| Ticket ToDo - Created (Scheduled) | Dispatch creates a firm appointment | Scheduled Remote | Pending Acceptance |
| Ticket ToDo - Accepted (Scheduled) | Engineer accepts | — | Accepted |
| Ticket ToDo - Declined (Scheduled) | Engineer declines | Scheduling Required | Needs Attention |
| Ticket ToDo - Cancelled (Scheduled) | ToDo cancelled | Scheduling Required | Needs Attention |
| Ticket ToDo - Started (Scheduled) | Engineer starts work | Working Issue Now | — |
Where to find it: Admin Panel → Helpdesk Actions → Helpdesk Actions
These actions are provisioned by default. Open each one, add the specified fields, and save.
| Helpdesk Action | When it fires | Status |
|---|---|---|
| Project Task ToDo - Created | Dispatch creates a tentative appointment | Scheduled Remote |
| Project Task ToDo - Accepted | Engineer accepts | — |
| Project Task ToDo - Declined | Engineer declines | Scheduling Required |
| Project Task ToDo - Cancelled | ToDo cancelled | Scheduling Required |
| Project Task ToDo - Started | Engineer starts work | Working Issue Now |
Where to find it: Admin Panel → Helpdesk Actions → Helpdesk Actions
These actions do not exist by default. You must create each one and wire it to the corresponding scheduled trigger in Post-Commit Actions (Admin Panel → Components → ToDos → Post-Commit Actions).
| Helpdesk Action | When it fires | Status |
|---|---|---|
| Project Task ToDo - Created (Scheduled) | Dispatch creates a firm appointment | Scheduled Remote |
| Project Task ToDo - Accepted (Scheduled) | Engineer accepts | — |
| Project Task ToDo - Declined (Scheduled) | Engineer declines | Scheduling Required |
| Project Task ToDo - Cancelled (Scheduled) | ToDo cancelled | Scheduling Required |
| Project Task ToDo - Started (Scheduled) | Engineer starts work | Working Issue Now |
Where to find it: Admin Panel → Components → ToDos → To Helpdesk
These settings control what status Horizon sets on the helpdesk service call at each stage of the ToDo lifecycle.
| Setting | Floating (Tentative) | Scheduled (Firm) |
|---|---|---|
| Create service call status | Tentative | Firm |
| Completed service call status | [your completed status] | [your completed status] |
| Cancelled service call status | [your cancelled status] | [your cancelled status] |
Once configured, Horizon will automatically update ticket statuses, queues, and service call statuses in your helpdesk to match the SeaLevel operations workflow taught in Pax8 Academy. Engineers will see tickets move through the correct queues and statuses as they accept, start, complete, and decline work.