In the configuration head to Teams and Agents, click into roles to see all of the available roles for your Agents.
Roles for your Agents
As your agent numbers grow you will find more use for the roles within Halo. These can control agent permissions, their membership to Teams and departments and even notifications set against the role in question.
Clicking "New" will allow you to initially set the name and any agents you wish to take this role.
Editing after saving this will allow you to alter the values in the other tabs. The preferences tab contains only the notifications as all other preferences are decided on a per agent basis.
This tab declares the permissions for the agents set by this role. When a role is set on an agent, their permissions tab will now have " inherited from role *role* " on permissions which have been set on the role. If for example 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.
An "Access Control" button will now show on various areas of Halo, namely: Ticket Types, Approval Processes and Workflow config screens.
This allows you to assign the Modify, or Owner access to a Role or Agent for the object.
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.
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.
These are the same as the preferences listed in the agent permissions guide.