In this lesson we will cover:
– What are Users in Halo?
– User Settings
– Importing Users into Halo
What are users?
Users in Halo are the people raising the tickets. They are the requestors rather than the people resolving the tickets(those people would be referred to as agents/technicians in "Halo terminology").
Fig 1. A user in Halo (Clients > Users)
User Settings
Similar to Clients and Sites, each user has a profile. Here you can set a few user specific pieces of information from, as well as make adjustments to some user specific config options such as the users portal access level in Halo.
Fig 2. User Profile
Under a users profile you can see all the ticket's the user has ever logged, the assets they have, their software, software history, activity, documents linked to their account as well as monitor any changes made to the profile.
The service catalogue tab shows all the services the user has access to subscribed to. This is just for visibility, to change this you would need to edit the service itself.
User preferences
The 'preferences' tab determines the user's preferences. Here you can set the following:
– If the user receives emails
– If the user receives acknowledgement emails for each ticket they log
– The notifications they receive
– Message group used for this user
– Is approval delegated for this user, who to
– A pop-up to be shown against each ticket logged by this user, usually used for important information about this user.
User Permissions
The 'permissions' tab determines what the user has access to.
Web access level – Determines which tickets the user can see on the self-service portal under the 'My issues and requests' area. By default this will be set to 'This Users tickets' which will allow the user to only see the tickets they have logged. Setting to 'No access' will prevent the user being able to log in the self-service portal.
Assets access level – Determines who's assets the user can see in the portal (if the 'my devices button for the portal is enabled).
Service access level – A number can be set here to determine what services the user has access to. A number can then be set against the service to determine which users can use this service, only users with this number of higher will be able to use the service. Access level 3 is the highest, granting the most access and 1 is the lowest.
This User can partake in approvals- When checked the user will be able to be assigned to be an approver in an approval process, or selected from a list to be an approver.
This User is an important contact- When checked, the user will have a star icon against their profile, any tickets they log will also have a star icon against them to indicate the end user is important. Ticket rules can also be based on this criteria.
Note: When user permissions are changed they will not take effect until the user logs out and back in. When permissions are changed a log out will be forced within one hour to ensure the new permissions take effect.
User Roles
Rather than setting permissions for users individually you can create a role with a set of permissions and assign this role to many users.
Fig 4. User Role
To do this head to configuration > users > user roles > new. Once the role is named, users assigned and saved you can assign permissions. You will also have the option to assign these users to a department.
The 'notifications' tab shows all the notifications these users are subscribed to as when creating a notification you can assign users based on their role.
Importing Users in Halo
Users in Halo are typically imported through an integration or via a spreadsheet/csv. To import users using a spreadsheet, head to configuration > users > general settings, see the 'imports' section.
You can configure the Import Spreadsheet to import users into Halo. You can specify the unique identifier which will allow the importer to match based on a certain field for existing records already in Halo.
Fig 5. Importing Users
For more information on importing users via a spreadsheet see out article here.
Users can also be imported from a number of our integrations, including:
Information on how to import users from an integration can be found on the respective integration guide.
