<div><div><div><div><div><div><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><div><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- How to give agents the permission to edit billable time and recalculate billing on an action</strong></span></p><p><br></p><p><br></p><p><strong><span style="font-size: 11pt;">Admin Guides:</span></strong></p><ul><li><strong><span style="font-size: 11pt;"><a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1409/" id="isPasted" target="_blank" rel="noopener noreferrer">Agents</a><br></span></strong></li></ul><p><br></p><p><span style="font-size: 11pt;">There are two new permissions in Halo to dictate agents ticket and action level billing capabilities. The first option decides whether or not agents can recalculate billing on tickets and actions:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxMzViNjNkLWM4NjktNDExZS05ZTVlLTRkNDY5MTE1NWZiYSJ9.jYlDLHiOkKMXMHrssbrhrmYpVtUfD3o-9QBGsHdWoAU" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. 'Recalculate billing against tickets' permission</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The agent must have "Editing of Actions" set to "Can edit all actions" for the above setting and the below setting to be viable. Make sure to logout and log back in for the new permissions to be set, as the roles and permissions are loaded for your agent when logging into Halo. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The second option is to decide which agents can have billable time edited per action (This includes time against: ). The options are Managed Only, Managed and Their Managed, All, or No. Managed refers to the other agents in Halo 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 manager and all agents in the 2nd line team, as that fits the category of Managed and Their managed.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For example Patricia's manager is Amir:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlMjQ5MWI0LWIyYTctNDQzZC04NDEwLTQzYzc0ZWE4MWFiNSJ9.xsNRMMjgGcZ7lMjqAKdUo2vSOJ9AZxG8C0q6TBqBHZU" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Agent manager example</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Additionally Patricia is the manager of Kerry:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczZTc5OTlmLTdmYmQtNDAxNS04NDE1LWYzNjMyNTdkMzc4YyJ9.8i0HUTGs0LT8j6GBVvnoz7WlK9JgOetjif2WhOfqkNY" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Agent manager example 2</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This means that Amir can edit the billing time on actions from Patricia and Kerry. To edit billable time, right click on the action of a ticket and left click on the option "View/ Edit Action", make sure to right click in the area indicated by the red box below, clicking below this will not display the options shown:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhMWU1MTc1LWMyZTItNDQxZS1iZWE2LWYwNWY0MzgyNDYwNiJ9.U9RhVZnv8Mljg-7KN-dhs_ClEUnf5qZDZNxcCnAfCeU" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Options available when right clicking on action</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Then you will notice that the contract time and billable time is editable:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIxYzE1YmZiLTE0MjctNDE3Yy05M2MxLWE3NDMxMzQzMTkzNSJ9.mSa-YfpCQGReK3tagkpBgYBopuE1Gm42GfX6vycn1J4" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Contract and billable time against an action</strong></span></p></div></div></div></div></div></div></div>
