Agent Access to Services
In this guide we will cover: – Choosing the Restriction Method – Configuring each Restriction Method Admin Guides: Services Related Guides: Access Control Service Catalogue Whilst administrators can see all services and categories by default (via "Owner" access"), access for non-administrators can be set in a few different ways. Choosing the Restriction Method Go to […]
Access Control
In this guide we will cover: – What is Access Control? – Setting Access Control – How Access is Shown – Reassigning Access Control (v2.180.1+) What is Access Control? Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and edit, areas within the configuration. This allows agents […]
Agents
In this guide we will cover: – How to create agents in Halo – Configuring Agent profiles Associated Admin Guides Agents How to create Agents in Halo In the previous guide, we configured our Organisation which included creating Departments & Teams. The last step was to add our Agents as members to the relevant team, […]
Timesheet Approvals
In this guide we will cover: – Enabling Timesheets and Timesheet Approvals – Adding a Manager to Approve – Approval/Rejection – Approve For The Week – Rejection Emails – Holidays Associated Admin Guides: Time Management Holiday Management Workdays Email Templates This guide details how to configure timesheet approvals and their use. It also details how you […]
Time Tracking
In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets Associated Admin Guide: Time Management Fig 1. Time Management Configuration Module Time tracking is a function within Halo to monitor how much time agents spend on each action and the relationship […]
My Account
"My Account" is the hub which allows you find all information around you, your preferences and your account from any page within Halo. To access "My Account", you can navigate via any page by clicking the "Profile Icon" in the top right of the page, then clicking "My Account". This will open up the main […]
Creating Agents and Editing Agent Details
Instructions on modifying Agents Related Articles: Departments, Teams and Roles Permissions Areas To create a new agent manually, head to Configuration > Teams and Agents > Agents and press "New". Alternatively you can allow agents to create their own accounts using the Invite button and filling in the popup. When creating your […]
Co-Managed IT
In this guide we will cover: – What is Co-Managed IT? – How to set up a Co-Managed agent – How tickets can be passed between co-managed and normal agents – Restricting FAQ list and reporting access – Worked Example What is Co-Managed IT? Co-Managed IT allows for collaborative IT management, in which a businesses' […]
Agent Work Hours
In this guide we will cover: – What are workdays/work hours used for? – Configuring Workdays – Assigning Work hours What are workdays/work hours used for? Workdays/work hours in Halo are used for service level agreement tracking and agent time tracking. Workdays and working hours are assigned to SLAs to determine if the SLA timer […]
Set which Agents can adjust the Billing Time and Recalculation of Billing on Tickets
In this guide we will cover: – How to give agents the permission to edit billable time and recalculate billing on an action Admin Guides: Agents There are two new permissions in Halo to dictate agents ticket and action level billing capabilities. The first option decides whether or not agents can recalculate billing on tickets […]
