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</style><div><p id="isPasted"><span style="font-size: 14px;"><strong>In this guide we will cover: </strong></span></p><p><span style="font-size: 14px;"><strong>- Setting Agent Restrictions for the Reporting Module</strong></span></p><p><span style="font-size: 14px;"><strong>- Setting Agent Restrictions for Specific Reports</strong></span></p><p><span style="font-size: 11pt;"><strong>- </strong><strong>Setting Restrictions for the Types of Reports Agents can Create</strong></span></p><p><span style="font-size: 14px;"><strong>- Reporting with Sensitive tickets</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 18px;"><strong>Setting Agent Restrictions for the Reporting Module</strong></span></p><p><span style="font-size: 14px;">If you would like certain agents to have no access to the reporting module you can restrict their access against either on an agent's role, or on their agent profile. To do this head to Configuration > Teams & Agents > Roles > select the role you would like to restrict > Permissions tab, here there is a setting for 'Reporting Access Level'. </span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlZmJkZDc1LTE2ZjEtNDZiNS1hN2NiLTMyZjE2YzM3N2U5MSJ9.jeUHmP_biG12gs0rE7mmzQgyALtlAuHWGCYOrhWiyDM" class="fr-fic fr-fil fr-dib" style="width: 359px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Setting reporting access level on role</strong></span></p><p><span style="font-size: 14px;"><br></span></p><ul><li><span style="font-size: 14px;"><strong>No Access:</strong> Will prevent the agent being able to see/open the reporting module at all.</span></li><li><span style="font-size: 14px;"><strong>Read Only:</strong> Agent can view reports that already exist but cannot edit or create their own.</span></li><li><span style="font-size: 14px;"><strong>Read and Modify:</strong> Agent can view, edit existing and create new reports.</span></li></ul><p><br></p><p><span style="font-size: 14px;"><strong><em>Note: The reports that agents can read/modify can be set on an individual report basis too.</em></strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Setting Agent Restrictions for Specific Reports</strong></span></p><p><span style="font-size: 14px;">If you have some reports in your Halo that contain sensitive/confidential data, you can restrict who can view this report.</span></p><p><br></p><p><span style="font-size: 14px;">To do this head to Reporting > open the report you would like to restrict > Edit > Availability tab.</span></p><p><br></p><p><span style="font-size: 14px;">Under the Agent Access section, you have a setting to 'Restrict access to this report'. If left unchecked all agents who have access to the reporting module will be able to see this report. If checked you will have the option to choose which agents have access to this report, only the agents specified in the table will be able to see the report.</span></p><p><br></p><p><span style="font-size: 14px;">When giving an agent access, you can also set if they have read only access or not. Giving an agent read only access to a report will override the permission they have on their agent profile/role. For example, if an agent has the permission to read and modify all reports, but on this report they have read only access, they will be able to modify all reports, except this one.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyYTYyNzNmLTc1ZjItNDkzNy1hMTIwLTc4NTFkMmEyYzUyMiJ9.wbYHdBSnqQlhgUrou4k7_7rfny9ea0RBPwnetJonGn0" class="fr-fic fr-fil fr-dib" style="width: 943px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Restricting agent access to a specific report</strong></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Restrict access to Report Groups</strong></span></p><p><span style="font-size: 11pt;">You can also restrict the reports an agent can access based on report groups. For example, if you would like your service desk agents to be able to see service desk/ticket related reports but not accounts related reports you can organise reports into groups and restrict their access to the accounts reports. This can be a more efficient way of restricting the reports agents can see. </span></p><p><br></p><p><span style="font-size: 11pt;">To do this right-click on a group in the reporting module and select 'view/edit' this Group'.</span></p><p><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViM2JiNTk0LTI2MzItNDFjZi1hOTJhLTRmODVkMDlhOTFkZiJ9.1iKv2VFgWqgW00gEm0F3ODrmlQ2ToKOgVNwKk_q6NAE" class="fr-fic fr-fil fr-dib" width="316" height="235"></span></p><p><strong><span style="font-size: 10pt;">Fig 3. View/edit report group </span></strong></p><p><br></p><p><span style="font-size: 11pt;">When editing the group you will be able to set access control for the group.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0ZjMzNDAzLTFiZmMtNDI2ZC1hMjg5LWRmNTRmZjY0MmZjNSJ9.-Qv1bW3wtkHQHsa42cFQvr_VzeBkubvp5yyiKBBZp3o" class="fr-fic fr-fil fr-dib" width="514" style="width: 516px; height: 357.306px;" height="357"></p><p><strong>Fig 4. Access control for report group</strong></p><p><br></p><p><span style="font-size: 11pt;">When setting access control you will need to select an agent/role/team/department and choose the level of access they have. In the figure 5 example the agent Bruce Wayne will have owner access to the reporting group, the agent Amir Said can only read reports in this group. All other agents will not have access to this reporting group. </span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzMGNkNmUwLTBjNmMtNDkzNy1hYWRmLTcwYWFjODYxYTUzZiJ9.HHpr7mhWxzsFlIt0Y32oIOzHS_DONFKsXCHBjcUGaPM" class="fr-fic fr-fil fr-dib" width="532" height="340"></p><p><strong>Fig 5. Access control for report group example</strong></p><p><br></p><p><span style="font-size: 11pt;">If an agent does not have access to the reporting group they will not be able to see any reports in this group. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Setting Restrictions for the Types of Reports Agents can Create</strong></span></p><p><span style="font-size: 14px;">You can restrict the types of reports agents can create by restricting which data sources they have access to.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 12pt;"><strong>Data Source</strong></span></p><p><span style="font-size: 14px;">When creating a report there are various options you can choose from for the data source of the report. There are 5 types of data source you can choose from. </span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwYWVmNGQ0LTg4ZGMtNDk3OS1iZTNiLWUyNWM4ZGFiNDVkNyJ9.nkF4bEccaUUK3d2qPnn-gOixSLCgKTutn-23sWEbqpY" class="fr-fic fr-fil fr-dib" style="width: 548px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 6. Data Sources to choose from</strong></span></p><p><span style="font-size: 14px;"><br></span></p><ul><li><span style="font-size: 14px;"><strong>*Use a System Data Source*</strong> - Allows you to use a hard coded data source from the system. This cannot be edited. </span></li><li><span style="font-size: 14px;"><strong>*Use Query Builder* </strong>- Use our Query builder to build a data source, this allows you choose the entity and the fields under this entity you would like data from.</span></li><li><span style="font-size: 14px;"><strong>*Write a custom SQL Query* </strong>-Write a custom query in sql to use as a data source</span></li><li><span style="font-size: 14px;"><strong>*Use AI Query Builder*</strong> - Give a prompt on the report you would like to our AI, this will then create a data source for you. </span></li></ul><p><br></p><p><span style="font-size: 14px;">The other options you see in this list 'All Open Tickets', 'All Open Tickets for Customer' etc. are pre-set data sources. These are custom data sources that a Halo admin creates, allowing agents to use this data source rather than having to create their own. </span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 12pt;"><strong>Restricting Data Source access</strong></span></p><p id="isPasted"><span style="font-size: 11pt;">When using AI or SQL to create a data source, you will be able to create a report to obtain any data in Halo, regardless of permissions. If you do not want all agents to have this sort of access you can restrict which data source they have access to. This can be done on the agent profile or role. </span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 11pt;">Head to Configuration > Teams & Agents > Roles > select a role > Permissions tab, here there are two permissions of importance: </span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 11pt;"><strong>Can Create SQL Data Sources:</strong> If set to yes agents will be able to use the data sources *Write a custom SQL Query*, *Use AI Query Builder* as well as the pre-set data sources.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Can Use Data Sources:</strong> This permissions will determine which data sources the agent can access, including if they can use the query builder. </span></p><ul><li style="font-size: 11pt;"><strong>No:</strong> When selected agents cannot create reports using data sources or the query builder. </li><li style="font-size: 11pt;"><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14.6667px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;" id="isPasted"><strong>Query builder only</strong></span><strong>: </strong>When selected agents can only use the query builder to make reports, they cannot use data sources. The results the report returns will be in line with the permissions the agent has. For example a report on tickets will not return any ticket types the agent does not have access to. </li><li style="font-size: 11pt;"><strong>Query builder and data sources:</strong> When selected the agents can create reports using the query builder and data sources. The results the report returns will not be restricted by the permissions the agent has.</li></ul><p><br></p><p id="isPasted"><span style="font-size: 12pt;"><strong>Restricting Report Data based on Agent Permissions</strong></span></p><p><span style="font-size: 11pt;">You can restrict which results an agent sees when running a report using their agent permissions.</span></p><p><br></p><p><span style="font-size: 11pt;">If you would like agents to be able to create reports, but only see results in line with their permissions you will need to remove their permission to create SQL data sources and set their permission 'Can Use Data Sources' to 'Query builder Only'. </span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhMjQwMjY1LWNlODYtNGE4Ni1iY2YxLWE2Mjc5ZjY0YTVhMiJ9.2DZaoOihkDfN05JmoasJ_XMDW58zo3hZLv8toewDLjE" class="fr-fic fr-fil fr-dib" width="618" height="145"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 7. Permissions to allow an agent to only create reports in line with their agent permissions</strong></p></span><span style="font-size: 11pt;"><p><br></p></span><p><span style="font-size: 11pt;">This will allow the agent to create new reports but only using *Use Query Builder* as the data source. When building reports with the query builder any report they build will return results in line with their permissions, so no results will be returned that the agent does not have access to in the UI. </span></p><p><br></p><p><span style="font-size: 11pt;">The query builder will only restrict results when the agent has the 'Can Use Data Sources' permission set to be 'Query Builder only'. When this permission is set to be 'Query Builder and Data Sources' the query builder will not restrict results. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 12pt;"><strong>Example - Co-managed IT</strong></span></p><p><span style="font-size: 14px;">If using co-managed IT you may want some of your agents to be able to access the reporting module, but only be able to obtain data on customers that they have access to. To do this you will need to head into the agent's profile/role and set their reporting access level to read and modify. Set both permissions in <strong>Fig 4</strong> to 'No', so that the agent only has access to using pre-set data sources in the reporting module. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Then you will need to create some data sources for the agent to use. Head to Reporting > Data Sources > New, create the data source using the Query Builder and then enable the setting 'Apply Agent's permissions to Ticket, Action and Asset query builder queries'. This will ensure any reports that are created with this data source only show results in line with the agent's permissions. That is, it will only show data on the customer that the agent has access to. </span></p><p><span style="font-size: 14px;">Then you will need to ensure the agent only has access to data sources that have this setting (<strong>Fig 5</strong>) enabled. Head into each of your data sources, for any data sources that use SQL or do not have this setting enabled, you will need to restrict the agent's access to the report in the 'Availability' tab. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now when the agent goes to create a report they will only be able to create reports using the pre-set data sources configured. Which will result in them only seeing data for the customer(s) they have access to.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><strong><em>Note: The filter will apply based on who is viewing the report. If a co-managed agent (with limited permissions) creates the report, they will only be able to see data in line with the customers they have access to. If an admin views this same report, they will be able to see all the data for the customers they have access to. </em></strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 12pt;"><strong>Worked Example</strong></span></p><p><span style="font-size: 14px;">In the below Example I would like all agents with the '1st Line Support' role to create reports, but to only see data on the assets types that they have access to.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2ZDFjZGYyLTkzNGQtNGZlZi04ODUzLTQyNmU1ZjMyZTY5MCJ9.CXDlvxRZotGYBavQl1QlRxxB3XtTH5_GOV7aEqLGDKk" class="fr-fic fr-fil fr-dib" style="width: 986px; height: 514.267px;" width="984" height="514"></span></p><p><span style="font-size: 10pt;"><strong>Fig 8. Accessible asset types for 1st Line Support</strong></span></p><br><p><br></p><iframe src="https://scribehow.com/embed/Creating_an_Asset_Report_in_HaloPSA__OEkc0Ln1Tkac6BT46f-ijw" width="100%" height="640" allowfullscreen="" frameborder="0"><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe><p><br></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 12pt;"><strong>Restricting Access to Other Areas in the Reporting Module</strong></span></p><p><span style="font-size: 14px;">To give the agent access to the reporting module, but not to the 'Data Sources' and 'Online Repository' areas. Set the permission 'Can Create SQL Data Sources' to No and 'Can Use Report Builder' to No. </span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmNzAwNjEyLWQ3YzEtNDY0Ny1iMzIxLTUyZmQwOWExY2Y3NSJ9.vFDhQsnPUBJqkQaHZuk3uOjb_GAF1IOVXA2PY5ewUnY" class="fr-fic fr-fil fr-dib" style="width: 156px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 9. Data Sources and Online Repository area in reporting suite</strong></span></p><span style="font-size: 14px;"><br></span><p><span style="font-size: 14pt;"><strong>Sensitive Tickets</strong></span></p><p><span style="font-size: 14px;">Any tickets marked as being sensitive will be excluded from reports created using the query builder. Tickets can be marked as sensitive if the ticket type has the 'Is sensitive' field against it. Any tickets that have the field checked will not appear in reports made using the Query Builder. If this field is not checked, or not a field against the ticket type, the ticket will appear in the report. </span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1N2ZiZjQ0LWEwOWMtNGYwNy1iZDllLTljMDE1MzI4NzI2MiJ9.5qByOriYMCpaup1aki6oHvm3U7baWd8I5zN5D7KzOvg" class="fr-fic fr-fil fr-dib" style="width: 178px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 10. Is sensitive ticket field</strong></span></p></div></div></div></div></div></div></div></div></div></div></div>
