Customising the Agent Application
In this guide we will cover: – Switching to the New UI – Ticket Type Configuration – Action Configuration – SLA Configuration – Agent Configuration – Custom Tables Configuration – Dashboard Configuration – Advanced Settings Configuration Admin Guides: Actions Advanced Settings Agents Dashboards Service Level Agreements Ticket Types Related Guides: Altering Ticket Types Custom Tables […]
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 […]
Agent Resource Booking
In this lesson we will cover: – Agent Resource Booking Configuration – Ticket Type Configuration – Resource Booking via the Self-Service Portal – Linking to the Resource Booking screen via an Email Agent resource booking allows your technicians to send links to Customers directly from HaloPSA & allows Customers to find a suitable time to […]
Agent and User Impersonation
In this lesson we will cover: – How to impersonate agents and users in Halo Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to allow admins to impersonate them by temporarily logging in as them, allowing […]
Azure Actions
Added a new action system use called 'Azure Action', allowing for the ability to create Users in Azure and assign them to groups via system actions. A new action system use called 'Azure Action' is now available. When this option is selected, a new "Azure Action" tab will show on the action configuration. Here you […]
Configuring Agent Roles
Setting up a new role for your agents. Related Articles: Agent Permissions Settings 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 […]
Agent Permission Settings
How to configure agent permission settings in Halo. Related Articles: Agent Settings Configuring Agent Roles Agent permissions can be used to control how your agents use the system and which areas they have access to. For a comprehensive list of agent settings and descriptions head to this admin guide: Agents Settings with Descriptions Permissions Overview […]
Lookups
In this lesson we will cover: – What is a lookup? – How to create a lookup What are Lookups? Lookups use SQL scripts to populate fields with information that already exists in your database. For example you could have user's contact details fields populate automatically on a ticket once their first and last name […]
