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</style><p data-pasted="true"><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p data-pasted="true"><span style="font-size: 11pt;"><strong>- What are Agent Roles? </strong></span></p><p><span style="font-size: 11pt;"><strong>- How to create Roles</strong></span></p><p><span style="font-size: 11pt;"><strong>- Assigning Roles to an Agent </strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>What are Agent Roles?</strong></span></p><p data-pasted="true">Agent Roles are used to control and bulk assign Agent permissions, membership to Teams and Departments, and notifications which are shared by Agents with the same Role. Agents can have multiple Roles assigned, and will always take the highest permission level from these Roles.</p><p><br></p><p><span style="font-size: 14pt;"><strong>How to create Roles</strong></span></p><p>In Configuration, head to Teams and Agents > Roles to see all of the available Roles for your Agents. To create a new Role click "New". </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5MTJjZjY2LWUxZjEtNDJiNC05NmIwLTQ0YjMwMzU1NzJlZiJ9.3meMzE4kjcgohFt3lff-0cTITSphIMkaCUjbJXlhsRY" class="fr-fic fr-fil fr-dib" width="1024" style="width: 1026px; height: 379.273px;" height="379"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 1. Agent Roles</span></strong></p><p><br></p><p data-pasted="true">When adding a new Role, you will be able to set the name and any Agents you wish to take this role.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxM2JiYjQ2LTk5ZTctNGRlMS04MTE2LTJjNDE0ZTgwZmYwZSJ9.bnCF3yzMMzFIgvzfmmNTJs70bmBq2gUCbKPB1m14-FM" class="fr-fic fr-fil fr-dib" width="1030" style="width: 1032px; height: 558.069px;" height="558"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. Creating a new Role</span></strong></p><p><br></p><p data-pasted="true">Once saved, you will be able to access the other tabs for further configuration. </p><p><br></p><p><span style="font-size: 12pt;"><strong>Preferences Tab</strong></span></p><p>This tab contains only the notifications as all other preferences are decided on a per Agent basis. These notifications can be assigned or removed from the role by editing the page and selecting or deselecting the checkboxes. This is a nice way you can automatically set up notifications for agents for certain notification criteria. In the below example, the agent would receive an email anytime they are mentioned. Agents could attempt to unsubscribe to this in their Preferences, but they would be automatically enrolled.</p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzNWEyN2JiLWRhZmYtNDhmMC1iZmVkLTIwNTQ4ZDUzNWZlYSJ9.6CKCu05cf85j5kYsln-F971zUfO4JHew44_Xv8jyztA" class="fr-fic fr-fil fr-dib" width="1047" style="width: 1049px; height: 314.168px;" height="314"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Preferences Tab </span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Departments & Teams Tab</strong></span></p><p data-pasted="true">The "Departments & Teams" tab allows you to assign agents to a team as soon as they are given a role.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjNGRmZjQ3LWI0MmUtNGUzZS1hZmRjLTUyY2FiYWZjNDNmMSJ9.VPr2BDDkRbAc0lgc87Bj7rlmn-N-kIVtHZ4cE071nRU" width="1123" height="358" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fil fr-dib"></p><p><span style="font-size: 10pt;"><strong>Fig 4. Departments & Teams tab</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4NGJjYTI0LWU1MzUtNGNjYy04MDU0LWIwZmQ3NTkzMTJjMyJ9.5x0RZSeMvX9Iw-xF21pYaf_tQzBkmOKVl6rnslRUQVU" width="706" height="540" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fil fr-dib"></p><p><span style="font-size: 10pt;"><strong>Fig 5. Role-Team relationship</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p><strong>Can be assigned to -</strong> This setting determines whether or not the Agent has a physical queue within the Team. When Ticked they will be given their own physical queue under that team, leaving it unticked just gives them visibility of the team without having their own queue.</p><p><br style="box-sizing: inherit;"></p><p><strong>Is a Team Leader - </strong>This setting determines whether or not they are the Team Leader of the given Team. If they are a Team Leader they can access the Team Settings, which is a module where they can make minor changes to the Team Settings.</p><p><br style="box-sizing: inherit;"></p><p><strong>Can see Unassigned Tickets for this Team - </strong>This setting determines whether or the agent can see Unassigned tickets for the team.</p><p><br style="box-sizing: inherit;"></p><p><strong>Can see Tickets assigned to other Agents in the Team -</strong> This setting determines whether agents can see tickets assigned to other agents in the team.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><strong style="box-sizing: inherit; font-weight: bolder;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3OTAxN2UzLWNlYjAtNDFmNS1iYjhlLTcxMjg1ZjBhMGMyYyJ9.ocgZ4B8PrziUjfVpGedBvChWr6pMJUXm3GuQs-LEUTA" width="708" height="381" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fil fr-dib"></strong></p><p><span style="font-size: 10pt;"><strong>Fig 6. Department membership</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><ul><li><strong>Department -</strong> This will display as *Organisation Name* - *Department Name*</li><li><strong>Basic Member -</strong> This just adds the agent as a member in the department, without applying any permissions to view tickets in the department.</li><li><strong>View All -</strong> Allows agents to view all tickets in the department.</li><li><strong>Modify All -</strong> Allows agents to view and edit all tickets in the department.</li><li><strong>Department Manager -</strong> Allows agents to view and edit all tickets in the department, as well as being the department manager. This means they can appear in the Organisational Chart as the department manager. Department managers can also be set at user role level and you can configure approval processes for them.</li></ul><p><br style="box-sizing: inherit;"></p><p>You can then also set the following to apply for every department, instead of individually in the table.</p><p><br style="box-sizing: inherit;"></p><ul><li><strong>Membership level to all Departments:</strong> Sets a "Membership Level".</li><li><strong>Show all Teams in this Department in the Team Tree:</strong> If set to "View all" of above, this shows every team in team trees.</li></ul><p><strong><span style="font-size: 10pt;"> </span></strong></p><p data-pasted="true">You can also apply Restrictions to Asset Types, Fields and Custom Buttons at Role Level under this tab.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3N2ZjYTYzLTQwNWUtNDIxYi1hODU3LTBmMzk5OGIzNzhhMyJ9.8sXdN8UoVLf-LOMY9Jh9ZW3NSwEpVejghNd7Koh-y0k" width="717" height="523" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 7. Role Restrictions</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p><span style="font-size: 12pt;"><strong>Permissions Tab</strong></span></p><p>Permissions relate to the different areas of the system, and the level of access agents given this role will have. Role permissions can be used to control how your agents use the system and which areas they have access to. When a role is set on an Agent, their permissions tab will now have " inherited from role *role* " on any permissions which have been set on the role. If an admin manually gives the agent a higher level of permission for a given setting, then the higher level will override the role permission set. So if an agent is manually given a lower level of permission, the role will override as it is a higher level of permission. The agent will always be granted the higher level of permission. For more information on the permissions available please see the <a href="https://usehalo.com/haloitsm/guides/1409/" target="_blank" rel="noopener noreferrer">Agents Configuration Settings</a> guide. </p><p><br></p><p>To set permissions on a specific Agent, head into Configuration > Teams and Agents > Agents, and click on the agent's profile to access their settings. Head to the "Permissions" tab. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhMTMzOThjLTFhODEtNDA1Yy1hOWQwLTQ0ZjUwNDRjMTVjZSJ9.y8X7xtBg7bgAOpYVcv_5geQbAj13D-M7hbLf9WndGMg" class="fr-fic fr-fil fr-dib" width="971" height="614"></p><p><strong><span style="font-size: 10pt;">Fig 8. Agent permissions.</span></strong></p><p><br></p><p>The general permissions speak for themselves, indicating administrator status and whether they can edit their own preferences or notifications. </p><p><br></p><p>The feature access permissions are for access to the global areas accessible in the left hand navigation pane. These directly relate to the modules you have enabled in Configuration.</p><p><br></p><p id="isPasted">The tickets permissions dictate how any given agent may interact Halo tickets:</p><p><br></p><ul><li><strong>Can add new Tickets</strong> - Agents are able to add new tickets to their respective teams and areas.</li><li><strong>Can view Unassigned Tickets</strong> - Agents can view unassigned tickets for any team they are in.</li><li><strong>Can view Tickets that are assigned to other Agents</strong> - Agents can view tickets for other agents in their teams. If this is denied, they can only see themselves in any of their teams.</li><li><strong>Can change a Ticket's Ticket Type</strong> - Agents can change the ticket type for any tickets they can view.</li><li><strong>Can Re-assign Tickets</strong> - Similar to above and allows reassigning of tickets.</li><li><strong>Can Edit Advanced Ticket Details</strong> - Allows the agent to view and edit ticket details/options normally restricted to administrators. An example is 'Exclude from SLA' which will strip all SLA information from a ticket.</li><li><strong>Editing of Actions</strong> - Allows the agent to edit their actions within tickets.</li><li><strong>Can Edit All Actions</strong> - Allows the editing of actions by other agents.</li><li><strong>Can Delete Tickets</strong> - Agents are able to delete tickets.</li></ul><p><br></p><p>The lower set of permissions relate to other areas of Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5YWFlOWUxLTZhMzMtNDVmYS04NTFmLTdlZWU3ZjE5MDM0ZiJ9.W07-VgaGlQ_Jpzuw_iVJV3ukDLr0SZdZowE97GZEQhM" class="fr-fic fr-fil fr-dib" width="960" height="740"></p><p><strong><span style="font-size: 10pt;">Fig 9. Other permission examples</span></strong></p><p><br></p><p>Ticket Type restrictions are the only ticket types accessible to the agent; if none are selected then all are accessible, similarly with the client restrictions. Additionally, "Tickets Access Level" can be granted to determine if the Role has:</p><p><br></p><p id="isPasted"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhMDhhOTM3LTY3YzctNDEwOC1iNDQ2LWQyNjhlODFkYjQ1NCJ9.blNi_Y-zZQIK1JEMFKmSYARCKUTi6Q096eE7T4rUqHs" class="fr-fic fr-fil fr-dib" width="246" height="250"></p><p><strong><span style="font-size: 10pt;">Fig 10. Access levels.</span></strong></p><p><br></p><ul><li><strong>No Access </strong>- The agent can not see this module at all on the left hand menu.</li><li><strong>Read Only</strong> - The agent can see the module, and the objects within the module but they can not make changes to, delete or add new entities to the module.</li><li><strong>Read and Modify</strong> - The agent can see the module, and the objects within the module. They can also make changes to, delete and add new entities to the module. </li></ul><p><br></p><p><span style="font-size: 12pt;"><strong>Access Control Tab</strong></span></p><p>This tab shows any Access control granted to the Role.</p><p><br></p><p>The "Access Control" button shows on various areas of Halo. This allows you to assign Read Only, Read and Modify, or Owner access to a Role for the object.</p><p><br></p><p>Agents which have Modify or Owner access to an entity will have access to a "My Config" area if they are not an administrator. This allows them to edit the objects they have this access for. If they are an Owner, they will also have access to delete the object and assign permissions to the object.</p><p><br></p>
