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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is Multi-Tenancy in Halo? And what are the benefits?</strong></p><p><strong>- How to create a new organisation</strong></p><p><strong>- Using organisation overrides</strong></p><p><strong>- Setting agent restrictions at organisation level </strong></p><p><strong>- Improve performance in your instance</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 12pt;">What is Multi-Tenancy in Halo and what are the benefits? </span></strong></p><p>Multi-Tenancy in Halo allows you to have multiple organisations in one Halo instance, allowing you organise your agents by organisation and then departments within these organisations. Organisation specific settings can be set allowing you to have organisation specific portal branding , message groups, restrict FAQ lists etc, depending on the organisation that is working on this ticket. Multi tenancy is typically used when you have various organisations working on tickets for the same group of customers. The organisations may differ in the support/services they provide but they still serve the same customers and so it is best to have them use the same Halo instance. As their services differ the way in which they interact with customers will differ too, such as the branding they use. However, there are various use case for Multi-tenancy, including but not limited to:</p><p><br></p><ul><li>You require different branding to be used based on the team/organisation that is working on a ticket.</li><li>You are using multiple self-service portals, based on the requests customers are raising.</li><li>Multi-Language organisations -if you provide support to customers using various languages you can use multi-tenancy to create an organisation based on language, a language specific message group can then be set for this organisation so any tickets logged will automatically use email templates in the associated language.</li><li>Organisation- For large companies who have many departments, multi tenancy provides a more structured way to organise your agents and departments. </li></ul><p><br></p><p>There are many more use cases for Multi-Tenancy so if you would like some advice on if this functionality would benefit you please contact our support team and they can advise, our contact details can be found <a data-fr-linked="true" href="https://usehalo.com/contact-us" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. </p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Up Multi Tenancy</span></strong></p><p>To set this up first head to Configuration > Organisation and enable the setting shown in figure 1. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkNmJjNWIwLTA5MzAtNGYzNi04MWQ0LWE5NDEyNzkxNDY2NSJ9.bT9p1K5za9f8GXWzhtXDSbgnid5EISI6UquK5RrQOFc" class="fr-fic fr-fil fr-dib" width="1046" height="352"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable Multi-Tenancy</span></strong></p><p><br></p><p>Once enabled, the 'Configure My Organisation' button will change and when this is used you will have the option to create a new organisation. When creating a new organisation you will be prompted to enter various details for the organisation, including a name, address, billing details etc. At the bottom of the details page you will see some additional settings to set portal branding and override the message group the organisation uses, we will come back to these later in the guide (See sections 'message group overrides' and 'portal branding'). </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlNjgwNWM1LWVjZmYtNGU3OS04OWNlLWE5NWRkMDBhYTVjMCJ9.GJltAYRtxWOc6oiP1rRo1OxSXLtvsjXMsAjEnpO9-KE" class="fr-fic fr-fil fr-dib" width="1262" style="width: 1264px; height: 617.489px;" height="617"></p><p><strong><span style="font-size: 10pt;">Fig 2. New Organisation setup</span></strong></p><p><br></p><p>Once the details are save you can navigate to the 'departments' tab. Here you can add departments to the organisation, for more information on creating departments see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1897/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. Once the department is created you will need to add a team of agents to the department. Individual agents can be added to the department, but organisation overrides are based on the team assigned to the ticket (not the agent) so for these to apply you will need to add team(s) to the department. </p><p><br></p><p>While on the department configuration page new teams can be created and added to the department under the 'teams' tab. To add existing teams to the department head to configuration > teams and agents > teams > select a team, under the details tab you will see the setting 'Department' this determines what department the team comes under. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwY2UxZmNlLTBkNTAtNGJjYS1hYWEzLWU0Zjc5OWFkNDAwOSJ9.TYo1eIseGUlyKb3iJMidMx_meu3yN_cFh4w3h68eulI" class="fr-fic fr-fil fr-dib" width="313" height="341"></p><p><strong><span style="font-size: 10pt;">Fig 3. Assign a team to a department</span></strong></p><p><br></p><p>Once all teams have been added to the department create the rest of the departments for the organisation in the same way. </p><p><br></p><p id="isPasted">When a new organisation is created a new customer will be created in your instance automatically for this organisation. Each time you add an agent to this organisation a new user will be created for the agent, this user will be stored under the associated customer for that organisation. The details for these users will be cloned from the existing user for this agent, so once you have added all the relevant agents to the new organisation you will need to head to the user list for the organisation's customer and edit each user to have the correct organisational details. </p><p><br></p><p>For example, I I currently have the organisation 'HaloHouse' set up in my instance, all agents under this organisation use the email domain '@HaloHouse'. I create a second organisation in my instance called 'International Halo', once I have added all the relevant agents to this organisation I will see a customer in my instance called 'International Halo' and a user profile for each agent under this organisation. The details for the user profile will have been copied from their existing user profile, in which their email uses the domain '@HaloHouse'. However, when working under this organisation they will use the domain '@IntHalo'. Therefore I must go into each of these user profiles under the International halo customer and change the primary email address for the user to have the correct domain for that organisation. This ensures when the agent logs into the end user portal they will see the correct branding in line with the organisation they are logging in with. </p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Organisation Overrides</span></strong><strong><span style="font-size: 14pt;"> </span></strong></p><p>The overrides that are used will be based on the team that the ticket is assigned to, overrides from the organisation the team is under will be used on the ticket. </p><p><br></p><p><strong><span style="font-size: 12pt;">Message Group Overrides</span></strong></p><p>Message group overrides can be used when you would like different email templates to be used based on the organisation that is working on the ticket, useful when each organisation has different branding or language. </p><p><br></p><p>To set this up first you will need to create a new message group, head to Configuration > Email > Message Groups > New, you will need to give the group a name, once saved you will be able to view/edit the email templates used for this message group. Upon creating a new message group your existing 'Standard Messages' email templates will be cloned. You can then edit each template in line with the branding (or language) you desire. </p><p><br></p><p>Now you have created your new message group navigate back to the organisation configuration, configuration > organisation > configure organisation > select an organisation, under the details tab you can set which message group this organisation uses, seen in figure 4. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwMzM3NDc4LTQ2ZTUtNDVlNi05OTk3LTc4ZGEyYjkwYzg0OCJ9.UdS6uQTN3t-dMGTfP7zzDnx6paz-a0HLp_U_8XGMZEg" class="fr-fic fr-fil fr-dib" width="694" height="811"></p><p><strong><span style="font-size: 10pt;">Fig 4. Set organisation message group override </span></strong></p><p><br></p><p>Now when a ticket is assigned to a team under this organisation this message group will be used when sending an email template. </p><p><br></p><p><strong><span style="font-size: 12pt;">Worked example</span></strong></p><p>Here is a worked example on how to create a new message group and set an organisation override for this message group (we recommend viewing this in full screen mode).</p><p><iframe src="https://scribehow.com/embed/How_to_set_a_message_group_override_per_organisation__M1BriZ3vQoquRBbG9KpwEA" width="100%" height="1000" 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></iframe></p><p><br></p><p><strong><span style="font-size: 12pt;">Reply address Override</span></strong></p><p>On the organisation configuration page you can also set a reply address override. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0ZDZlNjljLTRiNzEtNDM2OC1iMmMwLTIwMTBlOWNjODAzMyJ9.9DnH7YMyxzXvZcTMMkdtGUYAtU7NuUFes893OmYfM4U" class="fr-fic fr-fil fr-dib" width="679" height="240"></p><p><strong><span style="font-size: 10pt;">Fig 5. Reply address override</span></strong></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted">When set this will be the reply address that is used when a user replies to an email regarding a ticket. For example, I set the organisation reply address to be 'org2@halo.com' then I send an email out to a user within a ticket under this organisation. Regardless of the mailbox/address I used to send the outgoing email, when the user hits reply to my email their reply will be directed to '<a data-fr-linked="true" href="mailto:org2@halo.com" id="isPasted">org2@halo.com</a>'. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><em>Note: Organisation reply address can be overridden by the customer reply address. </em></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 12pt;">Portal</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">When using Multi-Tenancy you can have multiple portals, against each of which you can set which organisation's branding the portal uses, allowing you to have organisation specific (branded) portals. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><em>Note: Having multiple portals is not specific to multi-tenancy, but customers using multi-tenancy often use multiple portals. </em></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"> </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">To have a second portal (or multiple portals) set up you will need to contact our support team and they can arrange this for you, their contact details can be found <a data-fr-linked="true" href="https://halopsa.com/contact-us/" target="_blank" rel="noopener noreferrer">here</a>. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Once the portal setup is complete you can give customers the URL for the portal you would like them to access. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Once the second portal is set up you can set organisation branding against each organisation under the organisation configuration. Figure 6 shows the fields against the organisation that determine the branding, this includes portal colour, title, logo and home screen background image. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"> <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmZjM0NTY5LTI3OTktNDNiMi04MGExLWZkYjdjMDBlOTQyOCJ9.oaMb3-fx__w_R3rYC5-q1SDCQ8pH-dXBd8pLUVUJmt0" class="fr-fic fr-fil fr-dib" width="1116" height="897"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 10pt;">Fig 6. Set organisation branding for the portal</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Once you have set the organisation branding head to the application for the second portal, this will be found under configuration > integrations > Halo API > view applications > select the application for the second portal. Under the preferences section of the details tab you will be able to select the branding that is used for this portal.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmZDEzZWJkLWUxYWYtNDBmOS1hNGJlLTRmNTc0ZGQwOTBmYSJ9.EXxH78-Dw4MG29h0xkLxnNLHqhFc3zNmV1TKfmdgyyA" class="fr-fic fr-fil fr-dib" width="1098" height="787"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 10pt;">Fig 7. Set which organisation branding the portal uses. </span></strong></p><p><br></p><p>You will also want to copy the portal URL and paste it into the 'Portal URL' field under the organisation setup. This will determine how the variable $-PORTALURL is populated. If the variable is used within a ticket assigned to a team in this organisation, the URL entered in the 'portal URL' field against the associated organisation will be pulled through. If this field is left blank the variable will always use the default portal URL. </p><p><br></p><p><strong><em>Note: We recommend including this variable in your email templates as this provides the user a link to view their ticket in the portal (saving them needing to remember the portal URL). </em></strong></p><p><br></p><p>You can also override the chat profile that is used for the portal associated with the organisation. This can be set under the 'settings' tab of the organisation configuration. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzZTk5YzlkLTU0YjItNDliZi1hMDE2LWMwMWUxZWNjODhkNSJ9.qfxG0RXMLEiJPXDaCSv99FPOO6cmqldetF4jWniGCAM" class="fr-fic fr-fil fr-dib" width="1114" height="763"></p><p><strong><span style="font-size: 10pt;">Fig 8. Self Service Portal Chat Profile Organisation Override </span></strong></p><p><br></p><p><span style="font-size: 11pt;">For more information on customising an additional portal see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2331/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>. </span></p><p><br></p><p id="isPasted"><strong>Restrict FAQ list access by Portal</strong></p><p>If you using multi-tenancy and have multiple self-service portals (one for each tenant) set up you may want to restrict the articles that appear based on the portal the end user is logging in to. This can be done by restricting the FAQ lists that are available for each portal linked to an organisation. </p><p><br></p><p>To do this first you will need to head to configuration > knowledge base > enable 'Enable the ability to restrict FAQ lists for Users on a Self Service Portal for different Organisations'.</p><p><br></p><p>Once this is enabled head to configuration > organisations > configure my organisation > select an organisation > settings tab > uncheck 'Users can see all available FAQ Lists', now you can enter the FAQ lists that you would like users to have access to. The restrictions set here will apply to anyone logging into the portal that is set to use this organisation's branding. This allows article visibility to change based on the portal the user is logging into rather than having to set restrictions per customer/user.</p><p><br></p><p><strong>Restrict Service access based on Portal</strong></p><p id="isPasted">If you using multi-tenancy and have multiple self-service portals (one for each tenant) set up you may want to restrict the services that users can see/log based on the portal the end user is logging in to. This can be done by restricting the user access to services based on the organisation linked to the portal the user is logging in to. </p><p><br></p><p>To do this you will need to head to services > select a service > user access tab > add to the user access table. Here, set the entity to be 'Portal linked organisation', then choose which organisation's portal you would like to be able to access this service. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlOWMxYzE5LWI5ODItNGE5Yy04NjEwLTMzYWEzZjViYzJmNCJ9.81pLdoYmOv_Kp7hMQ4TQ4U3SE0z9qEcjAinwKb9hvyI" class="fr-fic fr-fil fr-dib" width="579" height="345"></p><p><strong><span style="font-size: 10pt;">Fig 9. Restricting service access based on organisation portal</span></strong></p><p><br></p><p>The restrictions set here will apply to anyone logging into the portal that is set to use this organisation's branding. In the figure 9 example only users that are logging into the portal that is set to use the branding of 'International Halo' will be able to see/request this service. </p><p><br></p><p>Restrictions can also be set to be exclusive rather than inclusive using the 'Exclude this entity from this Service' checkbox. These same restriction can also be set per service category in the same way. For more information on setting restrictions against services check out our guide on <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1998/" target="_blank" rel="noopener noreferrer"><strong>The Service Catalogue</strong></a>. </p><p><br></p><p><strong><span style="font-size: 14pt;">Organisation Restrictions- Agents</span></strong></p><p>Certain restrictions can be placed on teams within an organisation to restrict what they can access in your Halo. The following entities can currently be restricted: </p><ul><li>FAQ lists </li><li>Actions on workflows</li><li>Custom Fields</li></ul><p><br></p><p><strong><span style="font-size: 12pt;">Restrict FAQ list by organisation</span></strong></p><p>FAQ list restrictions can be used to restrict what articles agents in an organisation can see. To set what FAQ lists agents in an organisation can see head to the settings tab under the organisation configuration, here you will see the setting 'FAQ lists that Agents can see and manage'.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1OWQwNjAyLWQ2YmQtNDVkZi1iYmM3LTZlNDhhMzUwMDA0MyJ9.wNNoAD8YgcEMek4QCGYkEa5jaVD-xWr2InnP3dG4k9A" class="fr-fic fr-fil fr-dib" width="545" style="width: 547px; height: 227.313px;" height="227"></p><p><strong><span style="font-size: 10pt;">Fig 10. FAQ lists that Agents can see and manage</span></strong></p><p><br></p><p>If this is left blank agents in this organisation will be able to see all FAQ lists, if you would not like them to have access to all lists enter the lists you would like them to have access to in here. </p><p><br></p><p>Once set you will also need to ensure the FAQ lists you would not like the agents in this organisation to have access to are not set to be visible for all agents, if it is the organisation restriction will be ignored. To do this head to configuration > knowledge base > configure FAQ lists > select the FAQ list you do not want the agents to have access to and disable 'Show for all Agents'.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmZWEzNjJhLTM4MDgtNGI4NS1iYjM0LTUxYWI0YWE5NjliNCJ9.oI48BYZyKbyszLyLidnh9MlUmNyuchxC_YCz7xyRgxQ" class="fr-fic fr-fil fr-dib" width="928" style="width: 930px; height: 523.125px;" height="523"></p><p><strong><span style="font-size: 10pt;">Fig 11. Setting an FAQ list to not be visible to all agents</span></strong></p><p><br></p><p>For example, if I want all agents in organisation 2 to only have access to the 'Excel Issues' FAQ list I will need to add this FAQ list to 'FAQ lists that Agents can see and manage' under the organisation. Then I will need to see all my other FAQ lists to not be visible for all agents by disabling 'Show for all Agents'. </p><p><br></p><p><strong><em>Note: Even if the agent is in a team that has access to an article within this FAQ list, if their organisation does not have access to the FAQ list they will not be able to see this article.</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Restrict custom fields by organisation</span></strong></p><p>Restrictions can be set against each custom field to determine which organisations can see/edit this custom field. This is useful when you would like to use the same ticket types between organisations but would like the fields to vary based on the organisation working on the ticket. This can also be used for customer/user fields, if you are storing certain information against a customer but would not like certain organisation(s) to see this information you can make this field invisible to them. </p><p><br></p><p>To restrict who can see a custom field head to configuration > custom objects > custom fields > select a field > visibility restrictions tab, under the 'organisation restrictions' table enter the organisations that you would like to have access to this field. If this table is left empty all organisations will have access to this field. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyYWFkYWZhLTRjMmMtNDIzNC1iOWQzLTQ0NTYwODFkMjNjZiJ9.2j6Bp-XV2ZF0jfEGUQStuwfZCZVB2363yNbQa9HKe9E" class="fr-fic fr-fil fr-dib" width="1497" height="753"></p><p><strong><span style="font-size: 10pt;">Fig 12. Organisation Restrictions table against custom field</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Worked example</span></strong></p><p><span style="font-size: 12pt;">Here is a worked example on how to restrict an organisation's access to a custom field:</span></p><p><iframe src="https://scribehow.com/embed/How_To_Update_Organization_Information_Online__0PGeof-ZRQKCrnkLNEAEug" width="100%" height="1000" 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></iframe></p><p><br></p><p><br></p><p><br></p><p><br></p><p><strong><span style="font-size: 12pt;">Restrict Workflow actions by organisation</span></strong></p><p>Actions that can be used on a ticket are set using the ticket's workflow. Restricting which organisations can use actions on a ticket is done against the workflow. This is useful if you would like to use the same workflow between organisations but have particular actions that certain organisation(s) should not have access to. </p><p><br></p><p>To do this head to configuration > tickets > workflows > select a workflow > edit the step that the action you would like to restrict is available on > edit the line that allows the use of this action > enable 'Restrict access to this Action' > add the organisation that you would like to have access in the table below. When adding criteria to the restriction table you will need to set the restrictions as shown in figure 13. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhMDg2NzM2LWQ2NTUtNDE5My04NmZiLTc2OGM5YWJiODJkNSJ9.p26I73c79TGhAGhx7mJSEJD9iN2ln1m72e_4IA7dwM4" class="fr-fic fr-fil fr-dib" width="615" style="width: 617px; height: 456.48px;" height="456"></p><p><strong><span style="font-size: 10pt;">Fig 13. Restrict an action by organisation</span></strong></p><p><br></p><p>In the figure 13 example, I have set restrictions so that only agents under the 'International Halo' organisation will have access to the 'Sakes opportunity' action at this stage of the workflow. </p><p><br></p><p><strong><em>Note: Restrictions for an action will need to be set on each step of the workflow that the action is available. </em></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Organisation Restrictions- Customers</span></strong></p><p>Once multi-tenancy is enabled an additional setting will appear against the customer's profile, under the settings tab, called 'All Organisations can access this Customer'.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2YTU4NTJhLTRiYWYtNDkyYy1iZWE5LWJkZDJkN2I0NTJhMCJ9.JScNBsrRfgbsrMQUP7f9wVwEqtowq0w3J_T7iqDGMK0" class="fr-fic fr-fil fr-dib" width="1209" style="width: 1211px; height: 378.968px;" height="379"></p><p><span style="font-size: 10pt;"><strong>Fig 14. Restrict the organisation that can access the customer</strong></span></p><p><br></p><p>This will restrict which customer records an agent can access. It will also anonymise the customer if viewing a ticket where agents have access to the team it is logged against. </p><p><br></p><p><strong><em>Note: If you wish to restrict access to the ticket completely, permissions will need to be set to restrict access to the team the ticket is logged against, and that team should also be part of the corresponding organisation allowed as above.</em></strong></p><p><br></p><p data-pasted="true">From v2.224+, you will have the option to set a "Default Organisation" for each Customer. This will be used to dictate the value pulled when using Organisation specific variables on Quotes, Purchase Orders, Sales Orders, or Invoices.</p><p><br></p><p><strong><span style="font-size: 12pt;">Restrict Ticket types Customers can Log</span></strong></p><p>Under the organisation configuration you will see a setting called 'Allow use of all Ticket Types' when this is disabled you will be able to select allowed ticket types. This will restrict the ticket types that customers this organisation manages can log. That is, if a customer's allowed organisations has ticket type restrictions set against it, when an agent under this organisation/the customer logs a ticket for the customer, they will only be able to log tickets of this type. </p><p><br></p><p>For example, I set the customer 'Terry's Chocolates' to only be accessed by the organisation 'International Halo'.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyZmM0Nzg5LTVlN2YtNDE3Ni04YTZjLWFlOTRkMzlmNzRhMCJ9.otqaDrxNd5Vk6Qr-en9BeNXQOm8W-RwK-nE9ev-g-Qo" class="fr-fic fr-fil fr-dib" width="963" style="width: 965px; height: 259.769px;" height="260"></p><p><strong><span style="font-size: 10pt;">Fig 15. Organisation access example</span></strong></p><p><br></p><p>Now I add ticket type restrictions to the International Halo organisation.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4NDRlMDhjLTA3ZTItNGFlNS05YWJjLTNjYWI0YzNmNmUyNSJ9.UOPalUHrD2cIkFo5u_G3yMRLhjM8tnznM-W80gVv-qE" class="fr-fic fr-fil fr-dib" width="361" height="225"></p><p><strong><span style="font-size: 10pt;">Fig 16. Ticket type restrictions for organisation</span></strong></p><p><br></p><p>When a ticket is raised for this customer, only incident and problem ticket types can be logged.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2NDcyNjU3LThiMjctNGI4YS04YjFkLTQwMTQwOTAxNzYxZiJ9.xCgqfIYOgJF7zXjScdndLWCafxx07xft6D-nPM8uJSc" class="fr-fic fr-fil fr-dib" width="1106" style="width: 1108px; height: 638.384px;" height="638"></p><p><strong><span style="font-size: 10pt;">Fig 17. Logging ticket for a customer who has organisation and ticket type restrictions.</span></strong></p><p><br></p><p>This is beneficial when each of your organisations manages their own set of customer and uses their own ticket types. As this allows you to prevent customers/agents from logging a ticket type used by a different organisation by mistake. </p><p><br></p><p><strong><em>Note: This is only used when there is no overlap between the group of customers the organisations support. </em></strong></p><p><br></p><p>Ticket type restrictions can also be set against each customer, preventing customers logging tickets of certain types regardless of the organisation that supports them. This can be set under the settings tab of the customer profile. </p><p><br></p><p><strong><span style="font-size: 14pt;">Improve performance in your instance</span></strong></p><p>The more agents you have working out of your Halo instance, the more impact this will have on the performance of your instance. If you have a large number of agents working out of your Halo instance (over 500) you can improve the performance of your instance by removing department visibility restrictions. </p><p><br></p><p>This will allow all your agents to be able to see all the other agents in the instance, they will no longer be restricted on who they can view based on their department. You will also no longer have the option to 'view tickets by agent' in ticket areas. </p><p><br></p><p>To enable this head to configuration > advances settings > see 'Agent Visibility Restriction'. To improve performance and reduce restrictions change this to 'Unrestricted'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyYjkxZjIxLTIzMWEtNDgyMi05OGFlLWFhZmQwMzAzMzliNiJ9.ccD7f9iss2qTQMw2m4w4aoorSb8oN-DQGnGhYxN0gwg" class="fr-fic fr-fil fr-dib" width="1003" style="width: 1005px; height: 376.992px;" height="377"></p><p><strong><span style="font-size: 10pt;">Fig 18. Agent Visibility Restriction</span></strong></p><p><br></p><p>Once enabled agents will be able to see all the other agents in the organisation, other agent restrictions to customers, tickets, assets etc will remain. This will only impact the visibility agents have of other agents. </p><p><br></p><p>You should not enable this functionality if you do not want your agents to be able to see all the other agents in your instance. </p>
