<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><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Use Case</strong></span></p><p><span style="font-size: 11pt;"><strong>- Configuring Groups</strong></span></p><p><span style="font-size: 11pt;"><strong>- Setting Agent/Role Restrictions</strong></span></p><p><br></p><p><br></p><p><strong>Admin Guides: </strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1341/" rel="noopener noreferrer" target="_blank"><strong>Tickets General Settings</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1409/" rel="noopener noreferrer" target="_blank"><strong>Agents</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/2055/" rel="noopener noreferrer" target="_blank"><strong>Ticket Types</strong></a></li></ul><p><strong><br></strong></p><p><strong><span style="font-size: 14pt;">Use Case</span></strong></p><p id="isPasted">Ticket types can be grouped, which has a great use case for delegating ticket type access based on roles. When you create new ticket types, there is no longer a need to add those ticket types to the role, as the agent role can automatically inherit access based on the group.</p><p><br></p><p>To enable this feature go to Configuration > Tickets > General Settings:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5OGRjYTE5LWExNzMtNGFiYi04MzA3LTNmOTliNjkzMzEzNyJ9.mSHlVVQQmJe1K2nXtTvJuSBQPAVnjHw_oasR_lS9n4Y" class="fr-fic fr-fil fr-dib" width="360" height="43"></p><p><strong><span style="font-size: 10pt;">Fig 1. Show an additional level for grouping Ticket Types</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Groups</span></strong></p><p>Once enabled, there will be an option to add a ticket type to a group when configuring ticket types (details Tab, 3rd from the top).<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzNDg0NjJkLTE4ZjktNDRjMS05ZjQ0LTUyMzg4ZGYwNzliMiJ9.UUxJ0ORbFIMVtJ4zTQp2Dt5qJCzbUnpVO43Eczg5fsw" class="fr-fic fr-fil fr-dib" width="849" height="71"></p><p><strong><span style="font-size: 10pt;">Fig 2. Adding ticket type to a Group </span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;"><em>Note: From v2.240+ Ticket Type groups can be configured under Configuration Tickets > General Settings > Ticket Types Groups. </em></span></strong><span style="font-size: 11pt;"><em><br></em></span></p><p><br></p><p>Type in a new value to create a group for the dropdown, this value will then be available on the group dropdowns of other ticket types.</p><p><span class="fr-img-caption fr-fic fr-fil fr-dib" style="width: 485px;"><span class="fr-img-wrap"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjYTU4ZTc3LTE1NDYtNDlkNS1hNWYzLTUxYTUwMjlkMjg0NSJ9.dMEVa31L37OD4wnuE1DjCSRi1D-LfiOusCvmS1gToa4" class="fr-fic fr-fil fr-dib" width="485" height="102"><span class="fr-inner" style="text-align: left;"></span></span></span><strong><span style="font-size: 10pt;">Fig 3. Adding a New Group</span></strong></p><p><br></p><p><span style="font-size: 14pt;" id="isPasted"><strong>Setting Agent/Role Restrictions</strong></span></p><p>You can then add this to permissions on the agent roles Configuration > Teams & Agents > Roles.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1ZGI1OGJjLTEzNmItNDYyNS1hZTVkLWY3MmQxOWRmZDY4YiJ9.QKcF5nYZlsFKZXkpOw4wQ1FCnNKBsi0kdh-tpK1Xye4" class="fr-fic fr-fil fr-dib" width="970" style="width: 972px; height: 240.288px;" height="240"></p><p><span style="font-size: 10pt;"><strong>Fig 4. Ticket Type Restrictions</strong></span></p><p><br></p><p>Setting the Agent role to configure the accessible ticket groups for agents with that role:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjNTc4OGRhLTExODMtNGJjYS1iNDNiLWY5MmFmNzlkZTMxOCJ9.GYKKKX2RwVpSUPPMJVNmxYcvpIddEq0sgILD43wSTR8" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 362.202px;" height="362"></p><p><strong><span style="font-size: 10pt;">Fig 5. Accessible Ticket Types area</span></strong></p><p><br></p><p>On adding a new line to the table, change the entity to ticket type group and then select a ticket type group.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3ZDg0NGFmLTg4NzEtNGUwMi04ODQ2LTNkNjc4MTNjNmVjMSJ9.93UnBBl9HKeJ3ou0IP7QxXM4k07oMf3mF_DxQqc1hXo" class="fr-fic fr-fil fr-dib" width="695" height="471"></p><p><strong><span style="font-size: 10pt;">Fig 6. Ticket Type Restrictions options</span></strong></p><p><br></p><p>The benefit is that now when a new ticket type is created, as long as there is a ticket type group that the ticket type is in, the agents roles will update to include that ticket type in the list they have access to, and there is no need to manually add in the ticket types that they are allowed.</p>
