Agents, Access, Roles and Permissions

Access Control

This article explains the concept of access control and how it allows non-administrator agents to view or edit certain configuration areas without needing administrator intervention. It includes steps for setting access control, such as granting 'Owner' access, and illustrates how access is shown to agents. The article also details the process of reassigning access control when onboarding or offboarding agents, ensuring that access specific to agents can be transferred to others or roles, but not global access.

Account Managers

Adding Agent Signatures

Admin Mode

Admin Mode enhances security for administrator accounts by requiring an additional two-factor authentication to access admin privileges, restricting immediate post-login admin access. Admin Mode can be configured to enforce 2FA for all agents and lets users choose the duration of admin access, typically until the next token refresh or logout. It affects agents granted the 'Is a HaloPSA Administrator' permission. Notifications can be enabled to alert agents when Admin Mode is activated. This guide explains setup, usage, and configuration of Admin Mode to effectively secure and manage administrator privileges.

Agent Access to Services

Agent Check In

Agent Cost Tracking and Profitability Reporting

Agent Permission Settings

Agent Resource Booking

The article provides a comprehensive guide on configuring the Agent Resource Booking feature in HaloPSA. It includes instructions on setting up booking configurations, ticket type configurations, and usage via the Self-Service Portal. The feature enables technicians to send booking links to customers, allowing them to schedule appointments without email back-and-forth. It details creating booking types, linking booking screens via emails, setting appointment reminders, and managing time zones and team resources. The guide also covers how to cancel appointments and administer user actions for bookings.

Agent Statuses

This article guides users on managing agent statuses, covering creation, manual and automatic updates, and logging changes. It explains assigning agents, handling statuses for live chat, and managing idle timeouts. Detailed instructions include configuring statuses in systems, applying status changes to appointments or shifts, and setting up load balancing and round-robin ticket distribution. Alerts can be configured for agent mentions and reassignments. The guide also details how to manage agent availability and live chat settings based on status, as well as configure idle timeout settings.

Agent Work Hours

Agents

This article is a comprehensive guide on managing agents in HaloPSA. It explains how to create agents manually, through CSV import, via email invitation, or using Active Directory. It details configuring agent profiles, including personal details, preferences, departments, and permissions. The guide emphasizes the importance of permissions and explains how to manage them, covering areas such as feature access, ticket permissions, and other entity access. It also outlines the process for bulk updating agents, allowing admins to efficiently manage multiple agents at once.

Automatic Logout Issues

Co-Managed IT

The article outlines a Co-Managed IT model where a business’s internal IT team collaborates with an MSP for IT management using the HaloPSA system. It explains how to set up co-managed agents with restricted access to the system, ensuring they can only view data related to specific customers while maintaining privacy for other clients. The guide includes detailed instructions on configuring agent roles, assigning tickets, restricting module access, and managing ticket visibility. Co-managed agents can interact with agents assigned similar roles, facilitating a focused collaboration on shared customer needs while preserving data integrity across the system.

Concurrent Licensing and Agent App Session Improvements

The article introduces new features and improvements for managing concurrent licensing and agent app sessions. Key aspects include a force logout function to remotely log agents off, an idle timeout setting to automatically log out inactive agents, and enhanced license usage information. Teams and departments can now have specific limits on concurrent license usage, and these configurations can be set in team and department screens. The system also logs failed login attempts and concurrent agent online counts, allowing better monitoring and optimization of license allocation and usage.

Configuring Agent Roles

Creating Agents and Editing Agent Details

Holiday Management

This guide outlines the process of managing holidays within an organization using the Halo system. It details how to set holiday allowances, book holidays, and manage different holiday types. The process involves configuring holiday allowances per agent, using the calendar to book holidays, and ensuring the appropriate approval flow is set up via the timesheet manager. The guide also explains the approval process for holidays and how allowances can be adjusted according to holiday types. It includes necessary permissions and configurations to facilitate this procedure.

My Account

Password Storing, Sending and Resets

This article explains procedures for managing passwords in Halo, including changing passwords for agents and users, auto-expiring passwords, and resetting passwords via an email link valid for a configurable number of days. It outlines storing external passwords securely using custom fields with AES 256-bit encryption and the option to send passwords through a one-time secure message link. This link can be protected with a passphrase, ensuring the message can only be viewed once. The article offers detailed steps for configuring these features within Halo's settings.

Restricting Agent Reporting Access

The article provides a comprehensive guide on restricting agent access to reporting modules. It covers setting restrictions based on agent roles and individual profiles, controlling access to specific reports, and managing report groups. It also details how to restrict the types of reports agents can create by limiting data source access, and explains how to ensure agents only access data aligned with their permissions. Additional guidance is given on managing sensitive data and ensuring agents adhere to data visibility rules based on their roles and permissions.

Set which Agents can adjust the Billing Time and Recalculation of Billing on Tickets

Setting Up An API Agent

Setting up Two Factor Authentication

The article provides guidance on setting up Two-Factor Authentication (2FA) to enhance security for Halo accounts. It offers instructions for enabling 2FA for personal accounts, either via email/SMS or an authenticator app like Google or Microsoft Authenticator. The summary includes steps to enable 2FA individually and also how to enforce it for all agents and users through security settings in the Halo configuration. The use of 2FA is recommended for data protection and added security, especially when accessing Halo on mobile devices or in public spaces.

Shifts

The guide on 'Shifts' covers managing flexible working hours for agents through the Halo system. It includes instructions on creating and configuring shifts, setting up team shifts, and using import functionalities, such as from Microsoft Teams. The guide also details the shift visibility and functionality, including ticket assignment during active shifts and scheduling appointments. Additionally, there's information on shift clocking in/out, ad-hoc shifts, and managing shift-related status changes for agents.

The Activity Feed

The article explains how to use and view the activity feed as a management tool to track recent actions taken by you or other agents. The feed is accessible from the home screen or via the navigation button and can be added as a widget to a dashboard. Users can customize the feed through a drop-down menu or open it in a new window for continuous updates. The default feed type can be set in personal preferences under 'My Account', offering options to view all or specific agent activities.

Time Tracking

This guide focuses on time tracking within the Halo system, explaining how agents can log time on actions or via quick time entries. It covers configuring time logs, customizing timers, adding or deleting time entries, and viewing timesheets. The guide also explains how triggering rules based on time taken can automate task assignments. Additionally, it provides instructions on setting charge types for quick time entries and managing timesheet entries effectively through configuration options.

Timesheet Approvals

This article provides a comprehensive guide on configuring and managing timesheet approvals, including enabling timesheets, assigning managers for approval, and handling approval or rejection processes. It details how holidays can be integrated into timesheets and outlines various configuration settings for timesheet management. Agents can submit timesheets for approval, and managers have the ability to approve or reject them, including options for reversing approvals. The article also explains how to configure rejection emails and manage holiday time entries within timesheets.

User and Agent Groups