A guide to user management in Halo.
Managing your users in Halo is simple. Your users are each listed under their client, then a site (also known as a location). These are the two containers which separate them.
You can view the lists of users at any level. From any client/site screen or the customer screen you can view all of the users associated with this level i.e.all users at a given client/site or all users.
Viewing, Editing and Adding a User
At any level you can click into a user and view their record. This will show you all details you have recorded for them.
This will include everything from their name and email address to any custom information you keep on them such as IT access levels for services you provide. All of this information will be separated under the various tabs listed in the top ribbon of this inner window.
Adding/Editing a User
- Click edit in a current user or new in the top right.
- Adjust the details as necessary:
- This contains the base and contact information as well as any active directory fields pulled from a sync.
- Documents is where you should add any files relevant to them.
- Under settings is where individual email preferences and notifications are set:
- Departments are the organisational subgroup.
- Portal and API settings guide their access to your self service portal.
- Email settings ask whether the user can receive emails and specifically acknowledgement emails.
- Client/Site notifications dictate the behaviour of tickets logged by other users at the client/site
- This is best used for important contacts or persons of interest at a given customer.
- These notes will be shown when a ticket belonging to this entity is viewed, and when this entity is selected on the "New Ticket" screen.
- Miscellaneous settings include options for changing tickets' priority/SLA and whether the user is an approver for tickets logged against the site:
- Click "Save" when all of these are set.
The User Actions Explained
- This button returns you to your previous list.
- Click to edit or save your changes.
- Sends a welcome email to the user containing a link to the portal and one to set their password by default.
- Click to send a password reset email to the user for their self-service portal account.
- Anonymises the user, erasing all of their personal data help on your system.
- Re-assigns all tickets and linked assets to another user.
Delete removes the user's record form the database. This can only be done when no tickets or assets are linked to the user.
Active Directory
Any active directory system you use such as Microsoft AD or Azure AD can be imported and to Halo.
This can be done in two ways:
- Active directories can be set up and synced in the user options in the configuration console.
- Through the integrations page of the configuration.
- This is where you can set up your Azure AD to sync.
You can configure the mappings in any way you see fit to accurately map your current AD into Halo.
User Settings
Heading through Configuration > Users will lead you to the user settings in Halo.
Customer types are a further separation for your clients. This can be used however you see fit and will be discussed during your implementation of the system.
General Settings
In here is an extensive list of options for users in Halo. These are explained in turn below.
- Label for the Client/Site/User management area:
- Changing this sets the name you use for your customers whether that is clients, customers or otherwise.
- Show an additional level ("Top Level") for grouping clients:
- This enables the "Top Level" for grouping clients, often used for regions of the world or country.
- Show "General User" in lists:
- Decides whether you show the "General User" in the list for each site.
- "General User" name:
- Allows the renaming of "General User" to whatever suits your business best.
- Allow a tickets client and site to be different to the end-users client and site:
- Ticking this allows you to match reported incidents to separate client/site combinations to the end-user's.
- Allow creation of new sites on the "New Ticket" screen.
- Email field is mandatory for new users.
- Phone number field is mandatory for new users:
- These two options ask if the relevant field must be filled in.
- Enable call plan:
- This allows you to track the next call date of a client, and view clients whose next call is due.
- Default view for "Sites and Users" tab within client details:
- If you use single sites for all of your clients, this will be useful for you.
