<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
</style><p><strong id="isPasted">Configuration > Teams & Agents > Roles</strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Related Guides:</span></strong></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1900/" rel="noopener noreferrer" target="_blank"><strong>Roles</strong></a></li></ul>
<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
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</style><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 20.3928%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 46.2739%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Role Name</td><td style="width: 20.3928%;">Free Text</td><td style="width: 46.2739%; text-align: left;">Name of the Role.</td></tr><tr><td style="width: 33.3333%;" id="agents">Agents that have this Role</td><td style="width: 20.3928%;">Multi-Select</td><td style="width: 46.2739%; text-align: left;">The list of agents who have this role.</td></tr><tr><td style="width: 33.3333%;" id="role_cost">Cost<br></td><td style="width: 20.3928%;">Integer</td><td style="width: 46.2739%; text-align: left;">Here you can set the cost of agents who have this role. This field is only used for reporting purposes, allowing you to track your costs more effectively. <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2608" id="isPasted" target="_blank" rel="noopener noreferrer">Cost tracking</a> can also be set per agent. </td></tr><tr><td style="width: 33.3333%;" id="notes">Notes</td><td style="width: 20.3928%;">Free Text</td><td style="width: 46.2739%; text-align: left;">Add in some notes about this role, so that it has a clear explanation of what the role entails.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 20.597%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 46.0697%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="notifications">Notifications</td><td style="width: 20.597%;">(Table format) Checkboxes</td><td style="width: 46.0697%; text-align: left;">Selected rows will be the notifications agents with this role will inherit. Notifications are configured in Configuration>Notifications>Notifications</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Departments & Teams</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 21.1626%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 45.5041%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="teams">Teams</td><td style="width: 21.1626%;">Table</td><td style="width: 45.5041%; text-align: left;">Lists the teams & membership level that the Agent with this role is a member of.</td></tr><tr><td style="width: 33.3333%;" id="departments">Departments</td><td style="width: 21.1626%;">Table</td><td style="width: 45.5041%; text-align: left;">Lists the departments & membership level the Agent with this role is a member of.</td></tr><tr><td style="width: 33.3333%;" id="Dd">Membership level to all Departments<br></td><td style="width: 21.1626%;">Single Select</td><td style="width: 45.5041%; text-align: left;">Here you can set a base level membership to all Departments. If this field is set, the Agent will have this level of membership to all Departments, regardless of the Departments they have been given access to in the table above. Used to quickly grant an agent a base level of membership to all Departments. Higher levels of Department membership can be granted in the Departments table to give the Agent more access to chosen Departments.</td></tr><tr><td style="width: 33.3333%;"><p id="Dt">Show all Teams in this Department in the Team Tree</p></td><td style="width: 21.1626%;">Single Select</td><td style="width: 45.5041%; text-align: left;">When an option above "View all" is set above, the option to allow Agents to see all teams in team trees will show. This will apply to every department, and if set to "Yes", will override the option of the same name set per department.</td></tr><tr><td style="width: 33.3333%;" id="Fa">Asset Type Restrictions</td><td style="width: 21.1626%;">Table</td><td style="width: 45.5041%; text-align: left;">Lists the available asset types & access level that an agent with this role can access. If blank, all are available.</td></tr><tr><td style="width: 33.3333%;" id="assetfields">Asset Field Restrictions</td><td style="width: 21.1626%;">Table</td><td style="width: 45.5041%; text-align: left;">Lists the available asset fields & access level that an agent with this role can access.<br></td></tr><tr><td style="width: 33.3333%;" id="unamecustomfields">Customer Custom Field Restrictions</td><td style="width: 21.1626%;">Table </td><td style="width: 45.5041%; text-align: left;">Lists the available customer custom field & access level that an agent with this role can access.<br></td></tr><tr><td style="width: 33.3333%;" id="uname_usercustomfields">User Custom Field Restrictions<br></td><td style="width: 21.1626%;">Table</td><td style="width: 45.5041%; text-align: left;">Lists the available user custom fields & access level that an agent with this role can access.<br></td></tr><tr><td style="width: 33.3333%;" id="uname_agentcustomfields">Agent Custom Field Restrictions<br></td><td style="width: 21.1626%;">Table </td><td style="width: 45.5041%; text-align: left;"><strong>(v2.236+)</strong> Lists the available agent custom fields & access level that an agent with this role can access.</td></tr><tr><td style="width: 33.3333%;" id="unameappointmenttypes">Appointment Type Restrictions</td><td style="width: 21.1626%;">Table</td><td style="width: 45.5041%; text-align: left;">Lists the available appointment types & access level that an agent with this role can access.<br></td></tr><tr><td style="width: 33.3333%;" id="chargerates">Charge Rate Restrictons</td><td style="width: 21.1626%;">Table</td><td style="width: 45.5041%; text-align: left;">Lists the available charge rates & access level that an agent with this role can access.<br></td></tr><tr><td style="width: 33.3333%;" id="custombuttons">Custom Button Restrictions </td><td style="width: 21.1626%;">Table</td><td style="width: 45.5041%; text-align: left;">Lists the custom buttons agents with this role have access to. Buttons not included in the list will be globally available</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Permissions</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 21.6765%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 44.9902%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="SA">Is a Halo Service Desk Administrator<br></td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">When set to Yes, this permission will behave in two different ways. Should the setting in Advanced Settings be enabled for Administrators to have every permission at highest level, then this will grant such power. Should that not be enabled, then this permission will still grant access to the configuration page, but access can be further restricted, lets say, per module. The admin privileges granted by this permission can also be time restricted using our <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2546" id="isPasted" target="_blank" rel="noopener noreferrer">admin mode</a> functionality, requiring agents to switch to 'admin mode' before they have admin privileges. </td></tr><tr><td style="width: 33.3333%;" id="l0">Editing of own Preferences<br></td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Provides the choice to whether the Agent can edit their own preferences, these include default views, appearances, etc.</td></tr><tr><td style="width: 33.3333%;" id="ln}">Editing of own Notifications</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Provides the choice to whether the Agent can choose as to which notifications they are subscribed to.</td></tr><tr><td style="width: 33.3333%;" id="Tx">Tickets Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Tickets, this can be set to either none, read-only, or read and modify.</td></tr><tr><td style="width: 33.3333%;" id="Ux">Customers Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Customers, this can be set to either none, read names only, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Fx">Users Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Users, this can be set to either none, read names only, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Ex">CRM Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding CRM, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Dx">Assets Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Customers, this can be set to either none, read-only, read and modify, or read, modify and delete. This will only display if Asset Permission type is set to be 'use read/Write permissions for Asset Types and Assets'.<br></td></tr><tr><td style="width: 33.3333%;" id="Ax">Calendars and Appointments Access Level<br></td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Calendars and Appointments, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Bx">Knowledge Base Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding the Knowledge Base, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Sx">Suppliers Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Suppliers, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Ix">Items Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Items, this can be set to either none, read-only, read and update stock, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Ox">Sales Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Sales, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Qx">Quotations Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Quotations, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Yx">Sales Orders Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Sales Orders, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Zx">Purchase Orders Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Purchase Orders, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Jx">Billing Details Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Billing Details, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Xx">Invoices Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding CRM, this can be set to either none, read-only, read and create, ready, create and modify, or read, create, modify and delete.<br></td></tr><tr><td style="width: 33.3333%;" id="Rx">Reporting Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Reporting, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Cx">Customer Contracts Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Customer Contracts / Agreements, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Gx">Supplier Contracts Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Supplier Contracts, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Vx">Services Catalogue Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Services, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Wx">Software Releases Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Software Releases, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="Hx">Timesheets Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Timesheets, this can be set to either none, read and modify (own), read and modify (managed) (this relates to a manager being able to change their staff's timesheets), read only, or read and modify (all).<br></td></tr><tr><td style="width: 33.3333%;" id="Lx">Software Licencing Access Level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">The level of permissions that the Agent has regarding Software Licencing, this can be set to either none, read-only, or read and modify.<br></td></tr><tr><td style="width: 33.3333%;" id="l6">Can add new Tickets</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create new tickets themselves.</td></tr><tr><td style="width: 33.3333%;" id="lf">Can edit closed Tickets</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to edit tickets that are already closed.</td></tr><tr><td style="width: 33.3333%;" id="l9">Can view Unassigned Tickets</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to view tickets that are in the Unassigned queue.</td></tr><tr><td style="width: 33.3333%;" id="l8">Can view tickets that are assigned to other Agents</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to see tickets that do not belong to them.</td></tr><tr><td style="width: 33.3333%;" id="lc">Can change a Ticket's Ticket Type</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to be able to change a Ticket's Type. </td></tr><tr><td style="width: 33.3333%;" id="l7">Can Re-assign Tickets</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to be able to assign ticket to other Agents</td></tr><tr><td style="width: 33.3333%;" id="l1">Can Edit Advanced Ticket Details</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to edit details such as Ticket Type, Workflow, SLA, and modifying to-do lists on the Ticket Details section, without requiring an action. If 'Require Can Edit Advanced Ticket Details permission to bulk change Priority' is enabled (under configuration > Tickets > General Settings) this permission will also allow agents to update the priority of ticket in bulk (when editing tickets in a list). </td></tr><tr><td style="width: 33.3333%;" id="l5">Editing of Actions</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to use the Edit Action functionality, which allows the changing of details, notes, and times, among others.</td></tr><tr><td style="width: 33.2795%;" id="B1">Can manually adjust billing time allocation per action<br></td><td style="width: 16.3166%;">Single Select<br></td><td style="width: 50.3499%; text-align: left;">The agent must have "Editing of Actions" set to "Can edit all actions".<br><br>The options are Managed Only, Managed and Their Managed, All, or No. Managed refers to the other agents that this agent manages (The agents manager can be set from within the details tab of the agent). Managed and Their Managed is all agents that the agent manages and all managers of agents further down i.e. 3rd line manager is the manager of the second line manager, therefore can edit all billing time on actions for the 2nd line team and manager. Guide: <a href="https://usehalo.com/haloitsm/guides/2250" target="_blank" rel="noopener noreferrer"><strong>Configure which Agents can Adjust the billing time and recalculation of billing on tickets</strong></a></td></tr><tr><td style="width: 33.2795%;" id="B2">Can recalculate billing against Tickets<br></td><td style="width: 16.3166%;">Single Select<br></td><td style="width: 50.3499%; text-align: left;">The agent must have "Editing of Actions" set to "Can edit all actions".<br><br>The options here are Yes or No, if this is set to No, the agent will not be able to recalculate billing for actions or tickets. Guide: <a href="https://usehalo.com/haloitsm/guides/2250" target="_blank" rel="noopener noreferrer"><strong>Configure which Agents can Adjust the billing time and recalculation of billing on tickets</strong></a></td></tr><tr><td style="width: 33.3333%;" id="l4">Can Delete Tickets</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to delete tickets via the 'three-dots' menu at the top right, or from the list view with the 'edit' button at the top left. Deletion behaviour can be configured in Advanced Settings.</td></tr><tr><td style="width: 33.3333%;" id="ld">Can assign to Agents in Teams the Agent is not a member of</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to assign tickets to Agents that do not belong to their own Team(s).<br></td></tr><tr><td style="width: 33.3333%;" id="le">Can Edit Tickets Which Are Not Assigned To Them</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to edit tickets other than their own.</td></tr><tr><td style="width: 33.3333%;" id="lj">Can override maximum priority escalation at ticket type level</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to escalate the ticket further than the default limit set per ticket type.</td></tr><tr><td style="width: 33.3333%;" id="lh">Can Override Ticket Review Processing</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to bypass the Ticket Review process. Billable actions will still be reviewed, but automatically.</td></tr><tr><td style="width: 33.3333%;" id="ll">Can use the Treat as Spam button and edit action visibility for users</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to mark tickets as spam, and to change the visibility of actions to End-Users after they've been posted.</td></tr><tr><td style="width: 33.3333%;" id="lm">Can export tickets</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to use the 'Export to CSV' button on ticket views to export multiple tickets along with the details in the selected column profile as a CSV file for external use.</td></tr><tr><td style="width: 33.3333%;" id="lo">Can always update Ticket Statuses and re-assign Tickets outside of actions.</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to directly change Ticket Statuses and the assigned Agent without having to perform an action to do so.</td></tr><tr><td style="width: 33.3333%;" id="lb">Editing of Appointments</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Dictates which appointments the Agent can modify. Can be set to none, their own, or all.</td></tr><tr><td style="width: 33.3333%;" id="lg">Adding New Appointments</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Dictates who the Agent can create appointments for. Can be set to none, their own, or all.</td></tr><tr><td style="width: 33.3333%;" id="lz">Visibility of Appointments</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Dictates who's appointments the Agent can see, whether that be their own, their teams, their departments, or all.</td></tr><tr><td style="width: 33.3333%;" id="lr">Deleting of Appointments</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Dictates who's appointments the Agent can delete. Can be set to none, their own or all.</td></tr><tr><td style="width: 33.3333%;" id="Ft">Allow use of all Ticket Types</td><td style="width: 21.6765%;">Single Select / Table</td><td style="width: 44.9902%; text-align: left;">When disabled, this presents a table where a whitelist can be created of ticket types that the Agent can use. <br><br>You can also restrict whether the agent can do the following within that ticket type:<br><br><ul id="isPasted"><li>Create</li><li>View</li><li>Edit</li><li>View Action History</li><li>Upload Attachments</li><li>View Attachments</li><li>Download Attachments</li><li>Edit Attachments.</li></ul></td></tr><tr><td style="width: 33.3333%;" id="Fc">Allow use of all Customers</td><td style="width: 21.6765%;">Single Select / Table</td><td style="width: 44.9902%; text-align: left;">When disabled, this presents a table where a whitelist can be created of Customers that the Agent can use.</td></tr><tr><td style="width: 33.3333%;" id="Fa">Allow use of all Asset Types</td><td style="width: 21.6765%;">Single Select / Table</td><td style="width: 44.9902%; text-align: left;">When disabled, this presents a table where a whitelist can be created of Asset Types that the Agent can use.<br></td></tr><tr><td style="width: 33.3333%;" id="Ff">Allow use of all Asset Fields</td><td style="width: 21.6765%;">Single Select / Table</td><td style="width: 44.9902%; text-align: left;">When disabled, this presents a table where a whitelist can be created of Asset Fields that the Agent can use.<br></td></tr><tr><td style="width: 33.3333%;" id="unamecustomfields">Customer Custom Field Restrictions</td><td style="width: 21.6765%;">Table</td><td style="width: 44.9902%; text-align: left;">A list of Customer Custom Fields that the Agent is not allowed to use. Name, Access Level, and Permissions are detailed.</td></tr><tr><td style="width: 33.3333%;" id="uname_usercustomfields">User Custom Field Restrictions</td><td style="width: 21.6765%;">Table</td><td style="width: 44.9902%; text-align: left;">A list of User Custom Fields that the Agent is not allowed to use. Name, Access Level, Permissions and where these were inherited from are detailed.<br></td></tr><tr><td style="width: 33.3333%;" id="unameappointmenttypes">Appointment Type Restrictions</td><td style="width: 21.6765%;">Table</td><td style="width: 44.9902%; text-align: left;">A list of Appointment Types that the the Agent is not allowed to use. Name and Access Level are detailed.</td></tr><tr><td style="width: 33.3333%;" id="chargerates">Charge Rate Restrictions</td><td style="width: 21.6765%;">Table</td><td style="width: 44.9902%; text-align: left;">A list of Charge Rates that the Agent is not allowed to use. Only the name is detailed.</td></tr><tr><td style="width: 33.3333%;" id="l3">My Approvals Page Access</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to see and access the My Approvals Page, where they can partake in approvals they are associated with.</td></tr><tr><td style="width: 33.3333%;" id="l2">Can Override Approval Results</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to change the result of an Approval Process once it has already been decided.</td></tr><tr><td style="width: 33.3333%;" id="li">Can View Item Costs</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to view the costs of individual items.</td></tr><tr><td style="width: 33.3333%;" id="pi">Can View Item Prices<br></td><td style="width: 21.6765%;">Single Select<br></td><td style="width: 44.9902%; text-align: left;">Allows the Agent to view the prices of individual items.<br></td></tr><tr><td style="width: 33.3333%;" id="At">Can View Agent Costs</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to view the details surrounding their own labour info for their company. This includes Cost/h, Charge Rate and Lunch Break Duration.</td></tr><tr><td style="width: 33.3333%;" id="At">Allow creation of new Ticket Types and linked objects</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent access to the Config in order to modify various Ticket related settings, such as Workflows, Actions, and Approval Processes. Refined access to certain entities can be set with Access Control.</td></tr><tr><td style="width: 33.3333%;" id="As">Allow creation of new Scheduled Tickets</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create Scheduled Tickets to be created in the future according to preset conditions.</td></tr><tr><td style="width: 33.3333%;" id="lt">Allow creation of new global templates</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create Global Templates, for tickets etc. which can be used by all other Agents throughout the system.</td></tr><tr><td style="width: 33.3333%;" id="lx">Can Create Canned Text</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create their own Canned Text presets, which will be available to all Agents too.</td></tr><tr><td style="width: 33.3333%;" id="ly">Can Create Dashboards</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create Dashboards using information from Reports in the reporting suite, alongside creating them via external sources.</td></tr><tr><td style="width: 33.3333%;" id="Ad">Can Create SQL Data Sources</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create custom SQL Data Sources to then be used in report-building to simplify the process for Agents less advanced in SQL.</td></tr><tr><td style="width: 33.2795%;" id="Ds">Can Use Data Sources<br></td><td style="width: 16.3166%;">Single Select</td><td style="width: 50.3499%; text-align: left;">Allows the Agent to create reports using pre-set data source and the query builder. When set to 'Query Builder Only' any report the agent makes with the query builder will restrict results in line with their agent permissions. When set to 'Query Builder and Data Sources' any report the agent will not be restricted in line with their agent permissions. See <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2270/" id="isPasted" target="_blank" rel="noopener noreferrer">Restricting Agent Reporting Access</a> for more info. </td></tr><tr><td style="width: 33.3333%;" id="ls">Can Create Custom Fields</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create custom fields, these will be available for all entities that the agent has access to.</td></tr><tr><td style="width: 33.3333%;" id="Af">Can Create Field Groups</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create Field Groups which can be used to group fields into to apply these all at once with the set configuration to save time when creating / editing ticket types, actions, etc.</td></tr><tr><td style="width: 33.3333%;" id="Mg">Can Create Message Groups</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create new Message Groups which can be used to dictate which templates are available for which customers.</td></tr><tr><td style="width: 33.3333%;" id="Ar">Can Create Ticket Rules</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create new Ticket Rules which can be used to automatically process tickets when they match a certain criteria.</td></tr><tr><td style="width: 33.3333%;" id="Av">Can Create Roles</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create Roles, which contain combinations of permissions to then be applied to Agents or Teams and save time.</td></tr><tr><td style="width: 33.3333%;" id="Az">Can Create SLAs</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create SLAs, which can be used to track and hold to certain industry standards and maintain customer satisfaction.</td></tr><tr><td style="width: 33.3333%;" id="Al">Can Create Languages</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to edit / add options to the Language Pack section of the configuration. This can be used to re-phrase certain menu buttons, or to translate the entire UI to a different language.</td></tr><tr><td style="width: 33.3333%;" id="Aq">Can Create Product Bundles</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to create Product Bundles, which allow the addition of several lines to quotes quickly, with pre-set values.</td></tr><tr><td style="width: 33.2795%;" id="Cp">Can Create Chat Profiles</td><td style="width: 16.3166%;">Single Select</td><td style="width: 50.3499%; text-align: left;">Chat profiles are created within configuration > Chat, if agents have been given this permission they will have access to the chat profiles area of the chat configuration.</td></tr><tr><td style="width: 33.2795%;" id="Fl">Can Create FAQ Lists</td><td style="width: 16.3166%;">Single Select</td><td style="width: 50.3499%; text-align: left;">The FAQ lists are how articles are categorised, the lists are made in Configuration > Knowledge Base. When this setting is enabled, agents will be able to create FAQ lists and then edit the FAQ lists they have created (they can't edit any created by other agents this is an admin permission), but will not have access to the other knowledge base configuration options.</td></tr><tr><td style="width: 33.2795%;" id="Dl">Can Create Lookups</td><td style="width: 16.3166%;">Single Select</td><td style="width: 50.3499%; text-align: left;">When set to yes this agent will be able to see the 'Lookups' module in 'My Config', here they will be able to create database lookups. Whether they can edit existing lookups will be determined by the access control on each lookup. </td></tr><tr><td style="width: 33.2795%;" id="un">Can Create Notifications<br></td><td style="width: 16.3166%;">Single Select</td><td style="width: 50.3499%; text-align: left;">When set to yes this agent will be able to see the 'Notifications' module in 'My Config', here they will be able to create new notifications. Whether they can edit existing notifications will be determined by the access control on each notification. </td></tr><tr><td style="width: 33.2795%;" id="pt">Can Create PDF Templates</td><td style="width: 16.3166%;">Single Select</td><td style="width: 50.3499%; text-align: left;">When set to yes this agent will be able to see the 'PDF templates' module in 'My Config', here they will be able to create new PDF templates for all entities. Whether they can edit existing templates will be determines by the access control on each template. </td></tr><tr><td style="width: 33.2795%;" id="Cc">Can Configure Column Profile Access Control</td><td style="width: 16.3166%;">Single Select</td><td style="width: 50.3499%; text-align: left;">When set to "Yes", agents can set the column profile access control even if not an admin.</td></tr><tr><td style="width: 33.2795%;" id="Cl">Can Configure List Access Control</td><td style="width: 16.3166%;">Single Select</td><td style="width: 50.3499%; text-align: left;">When set to "Yes", agents can set the list access control even if not an admin.</td></tr><tr><td style="width: 33.2795%;" id="Fp">Can Configure Filter Profile Access Control</td><td style="width: 16.3166%;">Single Select</td><td style="width: 50.3499%; text-align: left;">When set to "Yes", agents can set the filter profile access control even if not an admin.</td></tr><tr><td style="width: 33.2795%;" id="Pe">Can push configuration changes to other instances</td><td style="width: 16.3166%;">Single Select </td><td style="width: 50.3499%; text-align: left;">When set to "Yes", agents can push configuration changes between instances (i.e. UAT to Prod). Administrators are set to "Yes" by default.</td></tr><tr><td style="width: 33.2795%;" id="sp"><p id="isPasted">Can Create Software Products</p></td><td style="width: 16.3166%;">Single Select </td><td style="width: 50.3499%; text-align: left;">When set to 'Yes' agents will be able to create new software products. Whether the agent can edit existing products will be determined by the access control against each product.</td></tr><tr><td style="width: 33.3333%;" id="la">Password Fields</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Enables the 'Eye' button next to password fields for the Agent so that they can encrypt/decrypt passwords against assets, for example. </td></tr><tr><td style="width: 33.3333%;" id="lk">Can change whether Suppliers / Customers / Sites / Users are active or inactive</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to change these entities'' active status, which will remove / add them to lists all over the system, including billing processes.</td></tr><tr><td style="width: 33.3333%;" id="Ru">Can Publish Reports</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to 'Publish' reports via the reporting suite. Publishing a report makes the report and all of it's data visible to anyone with access to the publication. This can be restricted to either not at all, End-Users only, or anyone.</td></tr><tr><td style="width: 33.3333%;" id="wa">Can set Web Announcements</td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;"><p id="isPasted">Allows the agent to use the "Set Web Announcement" system action to set a web announcement globally on the Self-Service Portal.</p></td></tr><tr><td style="width: 33.3333%;" id="lu">Can impersonate Users<br></td><td style="width: 21.6765%;">Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the agent to impersonate user profiles. Impersonating user profiles allows the agent to use the 'Impersonate User' button against User profiles. This will log the agent into the portal using the user's account. Administrator agents will have this ability regardless of this permission.</td></tr></tbody></table>
