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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- How to create agents</strong></p><p><strong>- Configuring Agent profiles</strong></p><p><strong>- Bulk Updating Agents</strong></p><p><br></p><p><br></p><p><strong>Configuration settings</strong> <span style="font-size: 11pt;"><strong>Guide:</strong></span></p><ul><li><span style="font-size: 11pt;"><a href="https://usehalo.com/halopsa/guides/1409/" rel="noopener noreferrer" target="_blank"><strong>Agents</strong></a></span></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">How to create Agents</span></strong></p><p>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, but how do we create Agents in the first place?</p><p><br></p><p>Agents are the people logging in to HaloPSA and working on tickets. Agents can be created four ways:</p><ul><li><strong>Manually Created</strong> - By heading to Configuration>Teams & Agents>Agents you will be presented with a list of all Agents. By clicking 'New' (top right) you can manually add Agents into Halo.</li><li><strong>Import via CSV </strong>- Next to the 'New' button you will see an 'XLS Import' option:</li><li><strong>Invitation</strong> - You will notice the 'Invite' button found next to 'XLS Import', this allows you to send email invitations to agents, where you can grant a specific role upon invitation</li><li><strong>Import via Active Directory</strong> - Agents can be imported into Halo via local or Azure Active Directory. For a detailed description on the steps to follow to achieve this, please view our guides.</li></ul><p><br></p><p>For this guide, we will be covering 4 main areas of Agent configuration: Details, Preferences, Departments & Teams & Permissions. Let's start with Details. So you have now added your agents into HaloPSA via your preferred method, great! The next step is to configure their details.</p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Agent Profiles</span></strong></p><p><strong><span style="font-size: 12pt;">Details</span></strong></p><p>The agent specific details will need to be entered here, such as first/last name, job title and the role(s) that the agent has. Once you have entered all the relevant Agent details, you will want to head to the Preferences tab. An Agent's pronouns can be set in the 'Pronouns' field. These will be used to populate the variable $-AGENTPRONOUNS, which can be used in <a href="https://usehalo.com/haloitsm/guides/1921" target="_blank" rel="noopener noreferrer">Actions </a>and <a href="https://usehalo.com/haloitsm/guides/1911" target="_blank" rel="noopener noreferrer">email signatures</a>. </p><p><br></p><p><strong>Protected Agent Names</strong></p><p>Agents cannot be called the following names: AUTOMATION, SYSTEM, SUPPLIER, USER, ALERT</p><p><br></p><p>Agents should not be called these names to prevent confusion between when an actual agent has completed an action vs when an automation or system function has completed an action. </p><p><br></p><p><strong><span style="font-size: 12pt;">Preferences</span></strong></p><p>In this tab you can configure the agent-specific application appearance (application colour & theme), application language (found under 'Usability'), the agent's email signature (when this is populated and the $-signature variable is used in an email template, the variable will be replaced with the signature of the agent sending the email), notification settings and default views for ticket areas.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiYjdjODcxLWUwYjAtNDVjNS04MjM0LTdmNWFlNjZkMjY5MiJ9.Zp9BRGP7PrXWjjPlaNK-bOCbDAOZqnohvrcJEKZVzmg" class="fr-fic fr-fil fr-dib" width="1094" height="894"></p><p><strong><span style="font-size: 10pt;">Fig 1. Preferences Tab of An Agent</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Department and Teams</strong></span></p><p>Previously we saw how to add Agents to Departments & Teams via configuring our Organisation, but this is not the only way to add Agent membership! You can also add membership to these entities from the 'Departments & Teams' tab for an agent.</p><p>Finally, and arguably the most important tab to consider when adding Agents into Halo, is the Permissions tab.</p><p><br></p><p><strong><span style="font-size: 12pt;">Permissions</span></strong></p><p>The permissions tab allows you to determine the level of access an Agent has to each module & allows you to set restrictions such that your Agents can only see what they need to.</p><ul><li><strong>General Permissions</strong>: This is where you can set whether or not an Agent is an administrator (full feature access & access to the configuration module). You can also set whether or not an agent can modify their own preferences.</li><li><strong>Feature Access</strong>: For each feature/module, you can set an Agent's access level. these levels are "No Access", "Read only" or "Read and Modify". If an agent has read and modify access to a feature/module, then they will be able to add, edit & delete records within that module.</li><li><strong>Tickets Permissions</strong>: This is where you can set specific permissions relating to how an Agent interacts with tickets on a day-to-day basis. These options include being able to edit closed tickets, modify ticket details and delete tickets.</li></ul><p>Beneath the Tickets Permissions section, you have the option to restrict access to various entities such as Ticket Types, Clients, Asset Types/Fields & Charge Rate. For Ticket & Asset types, you have the option to determine the level of access (create, view, edit) It may be that you want to configure permissions for multiple agents at the same time. In order to achieve this, please check out our guide on Roles.</p><p><br></p><p>For a breakdown of what each permission setting does, see our Configuration setting guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1409/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. </p><p><br></p><p><strong><span style="font-size: 14pt;">Bulk Updating Agents</span></strong></p><p>You can update agent profiles in bulk, allowing you to make the same change to many agents at once. The following updates can be made to agents in bulk: </p><p><br></p><ul><li id="isPasted">Mark as Active</li><li>Mark as Inactive</li><li>Resend email confirmation </li><li>Request Logout</li><li>Add Roles</li><li>Update Licence Type</li></ul><p>To update agents head to Configuration > Teams & Agents > Agents > select the Agents you would like to update in list view (using the checkboxes) > hover over the edit button in the top left and select the update you would like to make. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViZjMwZGJjLTE4NTgtNGNkOS04NDE4LTZkMzhiNDQyNWEzYSJ9.ZEyJUaiAcnSGztAmOd9gutXt-pEzKkjGRHNH_t3eun8" class="fr-fic fr-fil fr-dib" width="620" style="width: 622px; height: 428.79px;" height="429"></p><p><strong><span style="font-size: 10pt;">Fig 2. Update agents in bulk</span></strong></p><p><br></p><p>When using this to add roles to update licence type you will be prompted to select the roles to give to the agents and licence type to update. </p><p><br></p><p><br></p>
