<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>- Access Control on Existing FAQ Lists</strong></p><p><strong>- Granting Access Control on FAQ Lists</strong></p><p><strong>- Viewing FAQ Lists</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2426" target="_blank" rel="noopener noreferrer"><strong>Access Control</strong></a></li></ul><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><p>Access control for FAQ lists controls whether agents can access and read articles within that FAQ list. If "Read Only" access is not given, the FAQ list and the articles within it will be hidden from agents. Setting access control here allows you to control that agents only can view articles that are relevant to them.</p><p><br></p><p>Article access for users within the Self-Service Portal is still controlled by permissions/configuration set <a href="https://usehalo.com/haloitsm/guides/2044" target="_blank" rel="noopener noreferrer">here</a>.</p><p><br></p><p><strong><span style="font-size: 14pt;">Access Control on Existing FAQ Lists</span></strong></p><p>Access control on FAQ lists created before the introduction of access control (v2.190.1+) will be set to "All Agents" "Read Only". This allows agents read-access to articles within that FAQ list.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiYjk5MDg5LTE5MGMtNDU4Ni05MGIwLWZjNjcwM2QxMGNhNCJ9.E92wje364utTOpIaK_M52ZXIS0tTPy5JJRPSNCL5TjI" class="fr-fic fr-fil fr-dib" width="620" style="width: 622px; height: 212.642px;" height="213"></p><p><strong><span style="font-size: 10pt;">Fig 1. Default access control for pre-existing FAQ lists.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Granting Access Control on FAQ Lists</span></strong></p><p>In Configuration > Knowledge Base, go to the "FAQ Lists" section and click "Configure FAQ Lists". Choose an FAQ list from the ones that appear, or create a new one.</p><p><br></p><p><strong><em>Note: If creating a new FAQ list, you will need to save this for the first time before you grant access control - the button will not show until then.</em></strong></p><p><br></p><p>At the top of the screen you will see a button labelled "Access Control". </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlZjM0MmVlLTAyNjktNDc4My04ODI5LWIxNWFjZWE5MDA1ZiJ9.X2f7svhpi0PXRLIMt1RUEAW6Or_5yjRnDneDeIEnsko" class="fr-fic fr-fil fr-dib" width="346" height="154"></p><p><strong><span style="font-size: 10pt;">Fig 2. Access Control button.</span></strong></p><p><br></p><p>Upon clicking this, a popup will show to set the access control. The below is the default for new FAQ lists created after access control has been added. "Owner" access will be granted to the agent who created the FAQ list.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlYzkzOWI1LTc0OGEtNDRkMC05YTE4LWFkMTJmNThlZDIxMSJ9.MW15tIYbT1e8pyVmSEqoekDdQ09bsVTiRxmwAUkRKeA" class="fr-fic fr-fil fr-dib" width="624" style="width: 626px; height: 343.946px;" height="344"></p><p><strong><span style="font-size: 10pt;">Fig 3. Default access control on new FAQ lists.</span></strong></p><p><br></p><p>Click the "Add" button to grant access control to a role, agent, team, or department, and then select the entity. Here, the "3rd Line Support" team is being granted access. </p><p><br></p><p>You can then choose the access level for that entity. There are 4 options here:</p><p><br></p><ul><li><strong>"None (Remove)"</strong> - Choose this option to remove access from an entry already within the list. Next time the access control is edited, that entry will not be shown.</li><li><strong>"Read Only"</strong>- Allows agents to view articles within that FAQ list within the Knowledge Base area.<ul><li><strong>"Read and Modify"</strong> - Only used when "An Agents access to view/edit Articles/FAQ Lists is controlled entirely by their FAQ List access level" is enabled, covered further down.</li></ul></li><li><strong>"Owner"</strong> - Above, as well as allows agents to edit the list and assign/edit access control on the FAQ list themselves.</li></ul><p><strong><em>Note: The ability to edit FAQ lists is only allowed when an agent has owner access to it.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5ZGQyMGUzLTgzNmUtNDlkZC1iYmE4LWE3MDM2MzJjMmNjZiJ9.dMF71SPLQp6WUljCK4Ba05HjgEgFOLcvqIZM4esRf0g" class="fr-fic fr-fil fr-dib" width="625" style="width: 627px; height: 404.975px;" height="405"></p><p><strong><span style="font-size: 10pt;">Fig 4. Granting access control.</span></strong></p><p><br></p><p>Visibility of a knowledge base article and FAQ list, and permissions can be solely controlled by FAQ List level access control. To enable this head to Configuration > Knowledge Base, and select the "An Agents access to view/edit Articles/FAQ Lists is controlled entirely by their FAQ List access level" checkbox. This setting will override the settings "Teams that can access this article" and "Clients that can view this FAQ list".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiZGE0ZWMzLTA4ZjUtNDljNC05MTdmLTc1ZTJmYjBkMGFhZiJ9.DmFXEipn0A5y31yAXqHhoZIgiy1SS4txPVSZ6ay-eyU" class="fr-fic fr-fil fr-dib" style="width: 619px; height: 576.086px;" width="617" height="576"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Controlling Agent access entirely by FAQ List access control</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Viewing FAQ Lists</span></strong></p><p><strong><em>Note: Articles within new FAQ lists will not be visible to other agents until "Read Only" access is given to them. </em></strong></p><p><br></p><p>For example, here is the list of FAQ lists available to the agent when the "New" list only has "Owner" access set for the agent that created it. It only shows the pre-existing ones that have the default access from <strong>Fig 1</strong>. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxOWZkYWU1LWE0ZjctNDM1OC1hMGI0LWNkZmQ5YzRmMDcxZCJ9.hZGK5lKDmgn_gzH3GqDOFiqv9EimhKafem6jWL2BHek" class="fr-fic fr-fil fr-dib" width="336" height="268"></p><p><strong><span style="font-size: 10pt;">Fig 6. FAQ lists available to an agent.</span></strong></p><p><br></p><p>Once "Read Only" access is given to "All Agents" (or the agent/team the agent is in), the "New" FAQ list appears.</p><p><br></p><p>It is important to note that access control is inherited from the "parent" FAQ if using FAQ groups. If an agent has read only access to the group, they will also have read only access to the FAQ lists under that group.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkMzI1ZWQ2LTNiOTUtNGFkYi04YTZhLTg3YzM2MzUzODhiOCJ9.A1XBd8n7IQkVGBroBWPz3spfjP7VaJEAZWpfQJ0VuWw" class="fr-fic fr-fil fr-dib" width="324" height="295"></p><p><strong><span style="font-size: 10pt;">Fig 7. FAQ list added to the available ones.</span></strong></p><p><br></p>
