<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><strong>In this guide we will cover:</strong></p><p><strong>- What is Access Control?</strong></p><p><strong>- Setting Access Control</strong></p><p><strong>- How Access is Shown</strong></p><p><strong>- Reassigning Access Control</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is Access Control?</span></strong></p><p>Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and edit, areas within the configuration. This allows agents to be able to edit certain areas that may be relevant to them without having to ask an administrator to do it for them.</p><p><br></p><ul><li>Active Directory</li><li>Assets</li><li>Approval Processes</li><li>Approval Process Rules</li><li>CABs</li><li id="isPasted">Canned Texts</li><li id="isPasted">Canned Text Groups</li><li id="isPasted">Chat Profiles</li><li id="isPasted">Column Profiles</li><li id="isPasted">Custom Objects</li><li id="isPasted">Composite Reports</li><li id="isPasted">Custom Fields</li><li>Custom Tables</li><li>Dashboards</li><li id="isPasted">Database Lookups</li><li id="isPasted">Event Management Rules</li><li id="isPasted">FAQ Lists</li><li id="isPasted">Field Groups</li><li id="isPasted">Filter Profiles</li><li>Languages</li><li id="isPasted">Lists</li><li id="isPasted">Message Groups</li><li id="isPasted">Notifications</li><li id="isPasted">Reports</li><li id="isPasted">Report Data Sources</li><li id="isPasted">Report Groups</li><li>Roles</li><li id="isPasted">Scheduled Tickets</li><li id="isPasted">Service Level Agreements (SLAs)</li><li>Services</li><li>Software Release Products</li><li>Suppliers</li><li>Templates</li><li id="isPasted">Ticket Actions</li><li id="isPasted">Ticket Rules</li><li>Ticket Types</li><li id="isPasted">Virtual Agents</li><li>Workdays</li><li>Workflows</li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Setting Access Control</span></strong></p><p>To set access control initially, an administrator will need to go to the configuration of the specific entity. Once other non-administrator agents have "Owner" access granted, they will be able to do the same for other agents.</p><p><br></p><p>Let's look at ticket types as an example. To grant access, go to Configuration > Tickets > Ticket Types and select a ticket type. At the top of the screen there is an "Access Control" button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0NWRlMWFjLWVkMzAtNDY0My1iMGZmLTI2NDE5YTFmNmQxZCJ9.L9dDEItJr41HiF-6uc8jB3eqnxp58QxRsIcn14GbZ9s" class="fr-fic fr-fil fr-dib" width="586" height="177"></p><p><strong><span style="font-size: 10pt;">Fig 1. "Access Control" button on a ticket type.</span></strong></p><p><br></p><p>The following popup will then show, which is where the agents can be added to access control.</p><p><br></p><p>Click "Add" to do this.</p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlZjQ5ZTJiLWFjOWQtNGM1Ny04YTE2LTQzNzkzM2MwMWE2NyJ9.ZO82FbehBz4VwveMAn18gjtSNDEOJpbGpUoBQLsrp5Q" class="fr-fic fr-fil fr-dib" width="682" height="378"></p><p><strong><span style="font-size: 10pt;">Fig 2. Adding access control.</span></strong></p><p><br></p><p>You will be presented with the option to grant access to a particular role, agent, team, or department.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzMGFlMjcxLTMxZWItNDJiZi04MDkxLThlZDg4MmRlYzk2OCJ9.saVe9IbDgeDIqmsn50KFcG9zFo3Jh1SIqxsnGbYqzdU" class="fr-fic fr-fil fr-dib" width="658" height="444"></p><p><strong><span style="font-size: 10pt;">Fig 3. Setting access control.</span></strong></p><p> </p><p>You can remove department from this drop-down to improve performance by disabling the "Allow access control to be based on department" checkbox in Configuration > Advanced Settings. </p><p><br></p><p>You can then select whether they have "Read and Modify" or "Owner" access. With "Owner" level access, the agents will have the ability to delete the ticket type and grant other people access control.</p><p><br></p><p>If you want to remove access from agents, change the dropdown to "None (Remove)".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyMWI3ODM2LTRmN2MtNDkxNS1iY2I2LTAwMjIwZjhlYzViYSJ9.YvMgiqAaT2qBkWBqC-DsafyAwx0nP5pdaHeq1E8yc0k" class="fr-fic fr-fil fr-dib" width="681" height="388"></p><p><strong><span style="font-size: 10pt;">Fig 4. Removing access control.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">How Access is Shown</span></strong></p><p id="isPasted">The agent(s) that have been given access will then have the ticket type available to them in their "My Config" area. As seen below, they only have access to this one "Incident" ticket type, and not any others.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3ZGE1YzNhLTAyZWQtNGYwZi1hN2E3LWJjMTZkZTY0Njk4OCJ9.SBhXhzcY7SCbUEXaNNbSSrCuKbTwSfjCmRybrcY9hz4" class="fr-fic fr-fil fr-dib" width="1231" style="width: 1233px; height: 581.822px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 5. Ticket type available in "My Config".</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Assigning Access Control</span></strong></p><p>Access control assigned to an agent can be applied to another agent or role through this functionality, which can be useful for onboarding/offboarding team members. In Configuration > Teams & Agents > Agents, select an agent profile you wish to transfer the access control from.</p><p><br></p><p>In the "Access Control" tab, there are tables of what access that agent has. <strong><em>Note: Pay attention to the "Inherited From" column - only access that is specific to the agent ("Agent - Kaleem Smith") will be transferred to the other agent or role. Anything for roles, teams, or all agents will not be transferred over.</em></strong></p><p><br></p><p>Click the "Re-assign Agent access control" button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlMjYyZjYyLWFmNmItNDVlMy05ZDEzLWE5ZWNmZGU4NWRkYSJ9.22voTrvL8G0YTi9nDrUDXfMGzYR3vCocwZh_TTsRh2c" class="fr-fic fr-fil fr-dib" width="1442" style="width: 1444px; height: 717.885px;" height="718"></p><p><strong><span style="font-size: 10pt;">Fig 4. Access Control tab on an agent.</span></strong></p><p><br></p><p>This popup will then show, where you can select if the access is assigned to another agent or a role. Here, I will be assigning it to a role.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwYjkzNGYzLWRlNDgtNDViNS05Zjk1LTk1Njk4ZTM0OWZlZiJ9.idqLXFPKDBFMjkOpbniF82FezHA0tRQV5KravO4-yzc" class="fr-fic fr-fil fr-dib" width="711" height="370"></p><p><strong><span style="font-size: 10pt;">Fig 5. Assigning access.</span></strong></p><p><br></p><p>Upon saving, the role now shows the agent-specific access. The template that Kaleem had specific access to has transferred, but the one he had "All Agents (Global)" access did not.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhNmVjMjNkLTAxMzgtNGEwZC1hOWU2LTQzNjE2ODJmMGQwMSJ9.UEpPL1VK0T0jxfO99P2-ddtEvpo-22f8Umc5PnWAq8k" class="fr-fic fr-fil fr-dib" width="1418" style="width: 1420px; height: 435.336px;" height="435"></p><p><strong><span style="font-size: 10pt;">Fig 6. Result on the role.</span></strong></p>
