<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 are User Roles?</strong></p><p><strong>- Creating User Roles</strong></p><p><strong>- Assigning User Roles Manually</strong></p><p><strong>- Assigning User Roles Automatically</strong></p><p><strong>- Additional Restrictions by User Role</strong></p><p><br></p><p><br></p><p><strong>Configuration Settings:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1797" target="_blank" rel="noopener noreferrer"><strong>User Roles</strong></a></li></ul><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What are User Roles?</span></strong></p><p>User Roles are roles that can set permissions and various settings against the user the role is assigned to. They are a useful method of ensuring each user has unified permissions for their needs.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating User Roles</span></strong></p><p>To create a user role, head to Configuration > Users > User Roles and click the “New” button.</p><p><br></p><p>The first tab you will see is to set the basic details of the user role, like the name. You can set notes to show what the user role is for if desired.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzNDIyNjg2LTEzMjctNDVmNC1hODAyLTA3MGNiMDgwNTNjOSJ9.Nn8EK6SKEnzYeRy6s0nY4A1owGBx_GxB6vUYjn3utZo" class="fr-fic fr-fil fr-dib" width="906" style="width: 908px; height: 613.058px;" height="613"></p><p><strong><span style="font-size: 10pt;">Fig 1. Creating the basis of the user role</span></strong></p><p><br></p><p>To set any further configuration for the user role, you must save the role first, then edit. This will then show the options to set the permissions and departments that role is associated with.</p><p><br></p><p>Switch to the “Permissions” tab first.</p><p><br></p><p>Here you will see the same permissions that are available on a user’s profile, so that they can be set through this user role. This works the same way as agent roles.</p><p><br></p><p>A description of each permission can be found in the “User Roles” configuration setting guide, linked at the top of this page.</p><p><br></p><p>When applying the role to a user, the highest level of permission will take precedent. For example looking at the "Web Access Level", if the role is set to "This Users Tickets", but that user already has access to "Site Tickets", the user will keep "Site Tickets".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiMjU2NjllLWI5NzUtNGU5YS1hZjNlLWViYjQyOTJhNDVlNCJ9.qozXjUiO3PFWJHNMkebvbPKPBQ5j0qq931dD4f_IS1E" class="fr-fic fr-fil fr-dib" width="898" style="width: 900px; height: 616.065px;" height="616"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting permissions against the role</span></strong></p><p><br></p><p>Switch to the “Departments” tab. This is where you can allow users with this role to inherit access to a certain department, either as a basic member or as a department manager,</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkZWMwMzZiLTE3YWEtNDA4OC04ZTkzLTYwNDFlMDZkOWRkOCJ9.K2AII5wodpmzmGlN-tKrTILTYaZulnB28WGCwLhouQs" class="fr-fic fr-fil fr-dib" width="904" style="width: 906px; height: 616.84px;" height="617"></p><p><strong><span style="font-size: 10pt;">Fig 3. Assigning the user role to a department</span></strong></p><p><br></p><p>The final tab is the “Notifications” tab. You can set users with this role to be subscribed to any existing notification of type “End-User Notification”. These notifications can be created in Configuration > Notifications > Notifications.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2YmJmZjY3LTI4NjgtNDc1ZC05MWFkLTI5YjZhNTg2OGI1ZCJ9.bDl3SMYJVg_75WI4Nl8tGLjEER_F_Bbs85cPxmQNkjk" class="fr-fic fr-fil fr-dib" width="906" style="width: 908px; height: 619.738px;" height="620"></p><p><strong><span style="font-size: 10pt;">Fig 4. Subscribing the user role to notifications</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Assigning User Roles Manually</span></strong></p><p>Now that the role has been created, it can be assigned to users.</p><p><br></p><p>The first place this can be done is within the role configuration itself. In the “Details” tab, users can be added to the “Users that have this Role” field to give them access.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjMGIyZTRjLTNmZGItNGI5Zi05MWZhLTdkYmZiOTUzZGFjYyJ9.5-HbtlDSvxUhb4atK2ssvQVSpU3f57U-m83AikJru5Y" class="fr-fic fr-fil fr-dib" width="906" style="width: 908px; height: 619.595px;" height="620"></p><p><strong><span style="font-size: 10pt;">Fig 5. Assigning the user role through configuration</span></strong></p><p><br></p><p>You can also bulk add users from a list, such as within a client profile. Click the check mark at the top to select all records, or choose only some from the list. Hover over the “Edit” button and select “Add Roles”.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3ZWExNTQ5LThkZWItNDc2Yi1iODBlLWQzYjVkNDJjZjE3NyJ9.EHWsUZmLBldcyRB9hSk2mlUTJwnYX8XgFzfbpSLxBzc" class="fr-fic fr-fil fr-dib" width="904" style="width: 906px; height: 614.673px;" height="615"></p><p><strong><span style="font-size: 10pt;">Fig 6. Assigning the user role in bulk through a list</span></strong></p><p><br></p><p>You’ll see a pop up to select one or more roles, and a checkbox to determine if these will be added additionally, or replace any existing roles.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhN2ZmNzVmLTExMzctNDcxMC05MDFjLTdjNmE4OTEyODY1MyJ9.91pO0r9ZVhL_W8YeClsGqLA7eKKlTKVT6HLxESC0syY" class="fr-fic fr-fil fr-dib" width="673" style="width: 675px; height: 284.775px;" height="285"></p><p><strong><span style="font-size: 10pt;">Fig 7. Setting the roles to bulk apply</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Assigning User Roles Automatically</span></strong></p><p>A default user role can be set in Configuration > Users > General Settings. Any newly created users after choosing an option here will be given that role. Pre-existing users will not be given this automatically.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5ZWFhZTQzLWU4Y2QtNDFhZC1hNjhkLWJjOTFkNjkxOWRhZCJ9.as987gB9HHSkAphKlNJML1T8D1SLHsh4YnR_j1O6Dko" class="fr-fic fr-fil fr-dib" width="901" style="width: 903px; height: 447.807px;" height="448"></p><p><strong><span style="font-size: 10pt;">Fig 8. Assigning the user role through global defaults</span></strong></p><p><br></p><p>User roles can also be assigned by identity management integrations, and can be filtered to give certain users, certain roles. For example, the Google Workspace integration can map a Workspace group to a Halo user role.</p><p><br></p><p><strong data-pasted="true"><em>Note: Roles given by identity management integrations will override manual selections.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiNGVjYzgyLTNhMDMtNGRmNC1hNTM2LTEzYmY5YjI4YWE2NiJ9.ee4zbnOxS4karp4hY3AOOvRaXcRCOM5A2rw3Ag5OM6Y" class="fr-fic fr-fil fr-dib" width="907" style="width: 909px; height: 618.837px;" height="619"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 9. Assigning the user role through an integration</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Additional Restrictions by User Role</span></strong></p><p>User roles can also additionally be used as filter criteria in certain areas of the system. This provides an easy way to set restrictions for multiple users at once.</p><p><br></p><p><strong><span style="font-size: 12pt;">Self-Service Portal Menu Buttons</span></strong></p><p>The menu buttons on the portal home screen can be restricted by role. For example, you may want to restrict the “My Quotations” button to only be viewed by managers.</p><p><br></p><p><strong><em>Note: Removing button access does not block access completely. Users will need to be restricted by permissions to ensure no access elsewhere. Removing button access only customises the home screen upon login.</em></strong></p><p><br></p><p>In Configuration > Self Service Portal, click the edit button on a menu button or add a new one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViZjcwM2FmLTQxYTUtNGJhOS1hNmZkLTQxMjllNzcyZDM0ZiJ9.hzl3WUv7dy73ihFH6R_whYx1d6CptdyhFkaVnTYe5Ik" class="fr-fic fr-fil fr-dib" width="917" style="width: 919px; height: 97.0445px;" height="97"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 10. Editing a Self-Service Portal menu button</span></strong></p><p><br></p><p>At the bottom of the pop up, visibility restrictions can be set to determine who can see the menu button. This can be filtered by user role, either to be seen only by those with that role, or everyone except those with that role if you set it to exclude that role.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0OTg3OTI2LTgwNjktNDE1Ny05NDAzLTEyMzhiYTcyNDJiZSJ9.VC49wT-XIOlGsuvnGxQv2fjQE6ZYWNDEMvYsntUPnDc" class="fr-fic fr-fil fr-dib" width="717" style="width: 719px; height: 767.962px;" height="768"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 11. Setting portal visibility restrictions based on user role</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Knowledge Base</span></strong></p><p>Against an article, it can be set to “Show for all User Roles”. If disabled, a field will appear to set which roles can see the article. If there are other restrictions on the article, such as on the FAQ list, these will still apply, so the article may not show for everyone with those roles.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhNTYyN2NhLTczMjctNDczMC04NGU2LTdmY2M2ZjQ1MTg5YSJ9.UZYDGM0u0usAulf0Id4UtTzSZcDROIwE_YDoxzE3ois" class="fr-fic fr-fil fr-dib" width="909" style="width: 911px; height: 670.749px;" height="671"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 12. Restricting access to a single article by user role</span></strong></p><p><br></p><p>Against an FAQ list in Configuration > Knowledge Base > Configure FAQ Lists, disabling the “Show for all Users” checkbox will show an option to configure which user roles can see the articles in this FAQ list.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyYTJmZDU2LTkwZTUtNDJhYi1hZDkxLTk1OWVmMzM5YTUyNiJ9.pjAOF5fGuk-JNFYMxOFtTh2i4B7jPsF0HwnLaA96R9c" class="fr-fic fr-fil fr-dib" width="908" style="width: 910px; height: 623.636px;" height="624"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 13. Restricting access to an FAQ list by user role</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Services</span></strong></p><p>Against a service or a service category, user access can be restricted by user role. This is an additional restriction to the service access level set against each user and each service or service category.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3YWM1NTJhLWMwOGItNDQ5NS1hNDAxLTYyNTNjYWI0MGI4OCJ9.VnLxbsxo_WoxaNeX42_i7F0DHM_GUvaZb-XjZLp1tIo" class="fr-fic fr-fil fr-dib" width="906" style="width: 908px; height: 422.991px;" height="423"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 14. Restricting access to a service/service category by user role</span></strong></p><p><br></p>
