Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Configuring Agent Roles
In the configuration head to Teams and Agents, click into roles to see all of the available roles for your Agents.
Roles for your Agents
As your agent numbers grow you will find more use for the roles within Halo. These can control agent permissions, their membership to Teams and departments and even notifications set against the role in question.
Clicking "New" will allow you to initially set the name and any agents you wish to take this role.
Editing after saving this will allow you to alter the values in the other tabs. The preferences tab contains only the notifications as all other preferences are decided on a per agent basis.
This tab declares the permissions for the agents set by this role.
A new "Access Control" button will now show on the Ticket Type, Outcome, Approval Process and Workflow config screens.
This allows you to assign Modify or Owner access to a Role or Agent for the object.
Agents which have Modify or Owner access to an entity will have access to a "My Config" area if they are not an administrator. This allows them to edit the objects they have this access for. If they are an Owner, they will also have access to delete the object and assign permissions to the object.
A new permission has also been added called 'Allow creation of new Ticket Types and linked objects". If this is granted to an Agent they will get access to config to be able to create new Ticket Types, Actions, Approval Processes and Workflows.
These are the same as the preferences listed in the agent permissions guide.
- Asset Import - CSV/XLS/Spreadsheet Method
- Call Management in Halo
- Creating Agents and Editing Agent Details
- Departments, Teams and Roles
- Importing Data
- Multiple New Portals with different branding for one customer [Hosted]
- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through
- Syncing Exchange Calendars