<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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>– Hierarchy Used for View Overrides</strong></p><p><strong>– Override Locations</strong></p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>Hierarchy Used for View Overrides</strong></span></p><p data-pasted="true">Overrides can be set in various locations to determine the view, filter profile or column profile that is used for a ticket list.</p><p><br></p><p>The view that will be used when viewing ticket lists will be determined by the following hierarchy:</p><p><br></p><p data-pasted="true">- Team (Only for column profiles in the "by Team" view)</p><p>- Ticket Area</p><p>- Agent</p><p>- Global</p><p><br></p><p><strong><span style="font-size: 14pt;">Override Locations</span></strong></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Team (Only for column profiles in the "by Team" view)</span></strong></p><p data-pasted="true">In Configuration > Teams & Agents > Teams, go to the "Details" tab. A column profile can be chosen to use when viewing a certain team in the "Tickets by Team" view of a ticket area.</p><p><br></p><p>If viewing tickets for another team in that area, the team column profile override will not apply, instead following the rest of the hierarchy. It will not override the column profile for any agents in this team elsewhere in the system.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyYWYyYmUyLTEyNTEtNDE5MS1hNmNkLTU3YjBhOTY5MmZmOSJ9.ScatBszqEm0VOgNGZtKwX77wzEkIIYRk21gYmoryNWM" class="fr-fic fr-fil fr-dib" width="319" height="194"></p><p><strong><span style="font-size: 10pt;">Fig 1. Tickets by Team column profile override.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Area</span></strong></p><p data-pasted="true">In Configuration > Tickets > Areas, go to the "Details" tab. Here, you can set a default view, filter profile, or column profile.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2ZGVhMDM4LTNhMWMtNDM0Zi04NjYxLWM2YmU4ZGMyNmRiMCJ9.RGMkOpVmHshQ2awnN026rFkWaphwfFMO-CiPPpy-n0E" class="fr-fic fr-fil fr-dib" width="360" height="362"></p><p><strong><span style="font-size: 10pt;">Fig 2. Ticket area view overrides.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Agent</span></strong></p><p data-pasted="true">In Configuration > Teams & Agents > Agents, go to the "Preferences" tab. Here, you can set a default view, filter profile, or column profile.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhMmJkZTljLWYzNGYtNGIxNC1hZGY3LTlhYjhkNmQ4NThlNyJ9.6ns5gvY6zrX8TFLcSn1stxjybpFrHvkpBb4NWj7dCZs" class="fr-fic fr-fil fr-dib" width="964" height="407"></p><p><strong><span style="font-size: 10pt;">Fig 3. Agent view overrides.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Global</span></strong></p><p data-pasted="true">In Configuration > Tickets > Views, you can set a global default view, filter profile, or column profile. This value will be overridden by the previous settings, and used last in the hierarchy.</p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3ODU0YWI1LTZjNTktNGYxZi05YWI0LTI3NjVjOTM5MjIwOCJ9.DwecZLJLjmfqzG-ccHufw4cXlHOHwP4vrb3CgmvV8H8" class="fr-fic fr-fil fr-dib" width="361" height="164"></p><p><strong><span style="font-size: 10pt;">Fig 4. Global view default.</span></strong></p><p><br></p><p data-pasted="true">Defaults can also be set here for the filter profiles used for widgets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3ZmIzYWZkLTVkZTItNDZmMy04MWQ3LWVlOGFmNjY3OTYzMSJ9.P9Bl3_G3A-0pUvU2-WYWj_Y06hbJKt8fsqZG_wPBQ4g" class="fr-fic fr-fil fr-dib" width="866" height="474"></p><p><strong><span style="font-size: 10pt;">Fig 5. Global filter profile defaults.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3M2M5MzZjLTEyOGEtNDMzMi05ZDgxLTJiOWM0NmExZWZhYSJ9.ahUAn4VoYOQlRxK62Ftt8u0NvJty_-GQyFI-KLPz6Oc" class="fr-fic fr-fil fr-dib" width="492" height="273"></p><p><strong><span style="font-size: 10pt;">Fig 6. Global column profile default.</span></strong></p><p><br></p>
