<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;}</style><p>How to configure agent permission settings.</p><p><br></p><p>Related Articles:</p><ul><li>Agent Settings</li><li>Configuring Agent Roles</li></ul>
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</style><p>Agent permissions can be used to control how your agents use the system and which areas they have access to. For a comprehensive list of agent settings and descriptions head to this admin guide: <a href="https://usehalo.com/haloitsm/guides/1409/" rel="noopener noreferrer" target="_blank">Agents Settings with Descriptions</a></p><p><br></p><p><strong>Permissions Overview</strong></p><p><br></p><p>Agent permissions are held under their settings. These can be set by roles (e.g. Standard User or Administrator), roles are used to determine agent permissions in bulk. There is a hierarchy to these permissions, with inherited permissions (those from a role) having a lower priority than those directly changed in the agent configuration:</p><p><br></p><ul><li><em>Specifically, if an agent has "Read Only" access inherited from a role and you elevate that permission to a higher level of access, changing the role to "No Access" will not affect that agent's access.</em><em> </em></li><li><em>Similarly if a role grants read only permission to customers for example but you wish to revoke their access, you will have to alter the role. You cannot lower their access below that of any role they hold.</em></li></ul><p><strong>Permissions Details</strong></p><p><br></p><p>Under <strong>Configuration > Teams and Agents > Agents</strong> and clicking on any given agent will take you to their settings. Head to the permissions tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkZWE0MGI1LWU0NGMtNGNiNy04ZjhhLTRiOGRlZTRhMTRjYyJ9.8VLVyxl-IlmE9zCBc_WwQmYJXKSf7T-_95vJuJL5MJk" class="fr-fic fr-fil fr-dib" width="1068" height="536"></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 the configuration.</p><p><br></p><table><tbody><tr><td style="width: 100%;">The tickets permissions dictate how any given agent may interact Halo tickets:<ul><li><strong>Can add new Tickets - </strong>Able to add new tickets to their respective teams and areas</li><li><strong>Can view Unassigned Tickets - </strong>For any team which the agent belongs they can view unassigned tickets.</li><li><strong>Can view Tickets that are assigned to other Agents - </strong>Similarly can view tickets for other agents in their teams. <ul><li>If this is denied, they can only see themselves in any of their teams.</li></ul></li><li><strong>Can change a Ticket's Ticket Type -</strong> For any tickets they can view, they can change the ticket type.</li><li><strong>Can Re-assign Tickets - </strong>Similar to above and allows reassigning of tickets.</li><li><p><strong>Can Edit Advanced Ticket Details - </strong>This allows the agent to view and edit ticket details/options normally restricted to administrators.</p><ul><li><p>An example is 'Exclude from SLA' which will strip all SLA information from a ticket.</p></li></ul></li><li><p><strong>Editing of Actions - </strong>Allows the agent to edit their actions within tickets.<strong><br></strong></p></li><li><p><strong>Can Edit All Actions - </strong>Allows the editing of actions by other agents.</p></li><li><p><strong>Can Delete Tickets - </strong>As it describes. <strong><br></strong></p></li></ul></td></tr></tbody></table><p><br></p><p>The lower set of permissions relate to other areas of Halo.</p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlYzM0YmM3LWRmNDUtNDk0MC1iYWVhLTI5NGQxOTg3NTZhYSJ9.n-DN5ZEW4olnpccJECW9DX8XtVEr8mYLDjYzGY3vjCI" width="526" height="679" class="fr-fic fr-dii"></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. </p><p><br></p><p id="isPasted"><strong>Access Controls</strong></p><p><br></p><p>An "Access Control" button will now show on various areas of Halo, namely: Ticket Types, Approval Processes and Workflow config screens.</p><div style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: 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; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; overflow-x: auto; margin: 10px 10px 0px;"><div style="box-sizing: inherit; margin-top: 10px;"><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 src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1MjI1N2U4LWJjMDUtNDliYS04M2IzLWZhOTFmYTQ2M2M5YSJ9.GJkPl4Wd9m02uUMUR98JIuWxRD_8iOeWB7FSsdC6Z4o" width="313" height="137.124" style="box-sizing: inherit; border-style: none; text-align: left; width: 313px; height: 137.124px;" class="fr-fic fr-dii"></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;"><span style="font-size: 11pt;">This allows you to assign the Modify, or Owner access to a Role or Agent for the object.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkYjhhY2IwLTk3YzAtNDkxYi04MjFlLWM3MzdiMjk3MzRiYyJ9.wTrQ3LqoPSvqXZgdcwPSvy-oz37Ozfw-vgY6fHbNrNw" width="644" height="337" class="fr-fic fr-dii"></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;"><span style="font-size: 11pt;">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.</span></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 src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmOTNhMDk2LTRmYzUtNGM3Yi05MzA1LWViZTgyNmIwNjg5ZCJ9.c4lrRERhOr2WcdNYHH4H6sKXsRqi_Z_opqwZ4lDR_Ss" width="108" height="131" class="fr-fic fr-dii"></p></div></div><p><br></p><p>A new permission has also been added called 'Allow creation of new Ticket Types and linked objects". If this is granted to an Agent they will get access to config to be able to create new Ticket Types, Actions, Approval Processes and Workflows.</p><p><br></p><p><br></p><p>Other permissions such as the password field, which is relating directly to the password type of field available. If this is set to <em>not visible </em>then any field with the data type 'Password' will not be visible to the agent. For the more comprehensive list, head to the admin guide link at the top of this article.</p>
