<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>- Creating a Site Contact</strong></p><p><strong>- Site Contact Types</strong></p><p><strong>- Setting Site Contact Access Level</strong></p><p><strong>- Logging Tickets on Behalf of Others within the Site</strong></p><p><strong>- Notifications for Site Contacts</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1795" target="_blank" rel="noopener noreferrer"><strong>Site Contact Types</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/878" target="_blank" rel="noopener noreferrer">Customer, Site and User Records</a> </strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1904" target="_blank" rel="noopener noreferrer"><strong>Sites</strong></a></li></ul><p><br></p><p>Site contacts can be assigned to a customer's site, and can be used for access level, ticket logging, and notifications - either the default (when new tickets are logged) or custom notifications.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Site Contact</span></strong></p><p>Site contacts can be created within the "Site Contacts" tab on the site. A table of existing contacts will show here, and new ones can be added with the "Add" button in the top right corner.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjExNGQ3ZjhmLTQ2MmQtNDc2OS04MDQ4LThkMTdkYmRkNjVlMSJ9.tkZxPyUYbs0yET-GdN36wkGaF44vBwX52TyE7KVrd0k" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 351.797px;" height="352"></p><p><strong><span style="font-size: 10pt;">Fig 1. Site Contacts tab.</span></strong></p><p><br></p><p>Upon clicking this button, a popup will appear to choose a user, and a site contact type for them. Creating site contact types will be covered further into this guide.</p><p><br></p><p>Saving this popup will then show the contact on the table above.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0OTgxYTk3LTAxNmEtNGU5OS1iM2E3LWMwZWYxY2U4NjZjZiJ9.RgR6q7faB5BBGs6LF1r6CwKhBj5VJpoZTzymnu_l0cI" class="fr-fic fr-fil fr-dib" width="708" height="330"></p><p><strong><span style="font-size: 10pt;">Fig 2. Site contacts popup.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Site Contact Types</span></strong></p><p>In Configuration > Users > Site Contact Types, you will see a list of any types you have already created, and a "New" button in the top right to create a new one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmOWU3N2Q2LThhY2MtNDA5MC04NDY4LTY5ZjQ3YzdmNTY1NCJ9.snT3Crt6dOLLm9o_ttzeDhJDjLcOakrN5w075p4k7-E" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 124.595px;" height="125"></p><p><strong><span style="font-size: 10pt;">Fig 3. Site Contact Types configuration.</span></strong></p><p><br></p><p>Upon clicking this, a screen will show to set the name of your new site contact type before saving. This name will display in relevant lists and details tabs. You can then assign these types to a site contact via <strong>Fig 2</strong>. </p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Site Content Access Level</span></strong></p><p>If a user is a site contact, you can assign them access levels associated with those sites. This can be found at the top of the "Permissions" tab in their user profile.</p><p><br></p><p>For example, "Site Contact Tickets" in "Web Access Level" will allow them to view all site tickets that they are a site contact for, as well as their own tickets. This permission can also be set for asset access or quotation access.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiZDNmNTBmLTU2ODItNGFhOC05MGUxLTkxNmRiYmMwZWRmMSJ9.Npb0BWnB9f5lcZirDZqaZ7cvEPiUHsMm7WC0zEGXhhw" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 473.272px;" height="473"></p><p><strong><span style="font-size: 10pt;">Fig 4. Access level based on site contact.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Logging Tickets on Behalf of Others within the Site</span></strong></p><p>In Configuration > Users > General Settings, the below setting can be used to base ticket logging off of site contacts.</p><p><br></p><p>If set to the below, users who are a site contact for site A as well as a member of site B, will be able to log tickets under <strong>both </strong>site A and B and their corresponding customer.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjNTZiMDA4LWVjMzMtNDY5ZC04ZjAyLTY4MTgxZDJhN2M3NiJ9.U3Vm-vwGVRMVgIkf-7ldbTxwzxXxubJpY6s1kHzCfpw" class="fr-fic fr-fil fr-dib" width="546" height="90"></p><p><strong><span style="font-size: 10pt;">Fig 5. Site contact logging option.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Notifications for Site Contacts</span></strong></p><p>By default, site contacts will receive notifications for events like new ticket logged, ticket updated and ticket closed, helping them to keep up-to-date with what is going on within their institution. These are sent out by default, and they will receive the same email as the end-user. These will all be sent each time, unless a custom notification is set up in its place and will then be used instead. <strong><em>Note: For these to send, disable "Allow the Web Application to handle the sending of Emails" in Configuration > Email > General Settings.</em></strong></p><p><br></p><p>Site contacts can be set as a notification type when creating a new notification in Configuration> Notifications > Notifications. You can also choose to restrict this notification by the site contact type that is assigned to them.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiYTU1MTQ1LWFiZGYtNGFkYS1hNmUyLTM4M2ZiODVmZGVjYSJ9.mM3XfQvAL_6_1dhHHeNzHV1U724dtmexS0pgl_UfOK8" class="fr-fic fr-fil fr-dib" width="769" height="478"></p><p><strong><span style="font-size: 10pt;">Fig 6. Site contact notification type.</span></strong></p><p><br></p><p id="isPasted">Site contacts can be sent an email when the trigger event occurs, and the triggers are from the same list as an end-user notification.</p><p><br></p><p>For instance, site contacts would likely want to know if someone logged an OOH emergency ticket. The below configuration would send them an email when this happens.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5MjdmY2VlLWMyYmUtNDY5Zi1iYWRlLTNiZWJmZGZlYTI4NCJ9.5akJu085bKWNR-ccLtx26fYZaHwYGiczniMKBGOLI0k" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 273.252px;" height="273"></p><p><strong><span style="font-size: 10pt;">Fig 7. Notification trigger example.</span></strong></p><p><br></p><p>The benefit of a custom notification is you can choose your own email template that may outline more key information for the site contact to know.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhMTM4N2ZmLTAyZGQtNGM2Ny1hMWFmLTg4ZDVhYzM3MjQzMCJ9.FjugnFnn3cNW7HckVyOrU8Zjlx6zdzDejckeqlO2zKw" class="fr-fic fr-fil fr-dib" width="217" height="141"></p><p><strong><span style="font-size: 10pt;">Fig 8. Selecting an email template.</span></strong></p><p><br></p><p>For instance, you could create a custom email template with relevant variables, such as who logged the ticket and when, and an outline of its contents with the summary and details.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0MTlkOTc0LWQ5ZDctNDJlNy04MmM5LWRkZTQ3Y2E5Y2Y0NyJ9.I1gWTfvpP-1R8t3Se0wUSTHN7Z-weNGVp5qTkWcEK7Y" class="fr-fic fr-fil fr-dib" width="435" height="450"></p><p><strong><span style="font-size: 10pt;">Fig 9. Example email template.</span></strong></p><p><br></p>
