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 […]

Branding in Halo

In this guide we will cover: -What can be branded in Halo?  – How to Brand Email Templates  – How to Brand the Self-service Portal What can be branded in Halo?  User facing entities in Halo can be branded to, reflect the organisation or team that is providing the service to the user, or they […]

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 […]

Departments and Teams

                           In this guide we will cover: – How to create a new Department and Team in Halo Associated Admin Guides Departments Teams Creating a new Department and Team To access Departments & Teams in Halo, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and […]

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' […]