Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Additional Agents
If there are multiple agents working on a ticket, the agents that are not assigned but important to the ticket, can be added as additional agents. This feature essentially treats the other agents as the "Secondary Agents" on the ticket, the additional agents will have these tickets appear in their ticket list. This feature allows those agents to receive notifications on tickets they are not assigned to.
Configuring Additional Agents
The Additional Agents setting is a checkbox that can be selected in configuration > tickets > general settings:
When the above checkbox is selected, the agents that can be picked from is configurable on the dropdown menu that is dynamically visible based off of the above setting:
The list of available agents to add on the additional agents tab of a ticket, ticket rule or action, depends on the criteria selected on this above dropdown.
To add the field to a ticket type, it can be configured per ticket type on the field list tab:
The visibility restriction can be set by editing the field line via clicking the edit button on the right hand side of the field:
As previously mentioned, the additional agents setting can also be added to an action or in the "Other Outcomes" section of a ticket rule.
On the new ticket rules screen, additional agents can be added as an outcome of a rule being matched. If the rule matches, additional agents will be added based on the criteria chosen in the “Other Outcomes” table:
On a ticket rule:
If multiple rules are matched that set this field, all the additional agents specified will be added. If any additional agents were set before matching the rule, the new agents will be added to the existing list.
The other feature where the additional agents can be added is on a ticket template, again the list of available agents will depend on the setting configured on Configuration > Tickets > General Settings "Agents to Show in Additional Agents":
Add the column profile "Additional Agents" in Configuration > Tickets > Views > Column Profiles. This can also be applied to user's column profiles:
Additional agents on the parent or child tickets of a project will be included in the forecasting tab
Notifications
The additional agents can be added to the notifications by selecting the following checkbox in Configuration > Notifications > General Settings (this is only possible if the event service is turned on in advanced settings):
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