Ticket Fields & Forms
Every ticket type has a unique set of fields. These fields allow end users and agents to submit information against the forms that appear within the agent application and on the self-service portal. To tailor these fields you will need to navigate to Configuration > Tickets > Ticket Types then select the ticket type you wish […]
End-users
The Users area allows you to store all end-user information in one clear and easily accessible place. All Users are separated by 3 tiers. The top level is your Organisations, these are then separated into individual Sites and then Users are associated with their respective site(s): Organisation level Within each organisation you will have an […]
Roles
A more comprehensive way of adding your agents to HaloITSM is by using the role functionality. This allows you to set the department, team and permissions an agent inherits from the role they have. For example, the IT agent role only allows agents access to the IT department, and the 1st line team and restricted […]
Departments, Teams
It is important to map your agents, including the teams and departments that they belong to. Using the organisational chart below you will be able to add departments, teams and members (agents) to your organisation to start building your structure. We have provided some example departs and teams for you to edit and use. Simply […]