HaloITSM

HaloITSM Guides

Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Additional Agents

Additional Agents

In this lesson we will cover:

- Configuring Additional Agents

- Adding Agents to a Ticket Type

- Adding Additional Agents to a Column Profile

- Notifications



If there are multiple agents working on a ticket, the agents that are not assigned but important to the ticket, can be added as additional agents. This feature essentially treats the other agents as the "Secondary Agents" on the ticket, the additional agents will have these tickets appear in their ticket list. This feature allows those agents to receive notifications on tickets they are not assigned to. 


On the column profile (By adding "Additional Agents" as explained further down this guide), agents that have been assigned as additional agents, will be able to see the tickets in their list, which they are additions on. This only requries a change of the column profile, turning on the permission 'Can view tickets that are assigned to other Agents' is not necessary for agents to have this functionality.


Configuring Additional Agents

The Additional Agents setting is a checkbox that can be selected in Configuration > Tickets > General Settings.

Fig 1. Show an option to multi-select additional Agents on Tickets checkbox


When the above checkbox is selected, the agents that can be picked from is configurable on the dropdown menu that is dynamically visible based off of the above setting:


Fig 2. Agents to show in Additional Agents dropdown


The list of available agents to add on the additional agents tab of a ticket, ticket rule or action, depends on the criteria selected on this above dropdown.


Adding Agents to a Ticket Type

To add the field to a ticket type, it can be configured per ticket type on the field list tab:

 

Fig 3. Additional Agents added to the Field List tab on a Ticket Type


The visibility restriction can be set by editing the field line via clicking the edit button on the right hand side of the field:


Fig 4. Visibility restrictions on the field


As previously mentioned, the additional agents setting can also be added to an action or in the "Other Outcomes" section of a ticket rule.


On the new ticket rules screen, additional agents can be added as an outcome of a rule being matched. If the rule matches, additional agents will be added based on the criteria chosen in the “Other Outcomes” table on a ticket rule:


Fig 5. Other Outcomes table on a ticket rule


If multiple rules are matched that set this field, all the additional agents specified will be added. If any additional agents were set before matching the rule, the new agents will be added to the existing list.


The other feature where the additional agents can be added is on a ticket template, again the list of available agents will depend on the setting configured on Configuration > Tickets > General Settings > "Agents to Show in Additional Agents":


Fig 6. Additional Agents on a Ticket Template


Adding Additional Agents to a Column Profile

Add the column profile "Additional Agents" in Configuration > Tickets > Views > Column Profiles. This can also be applied to user's column profiles:


Fig 7. Additional Agents on the ticket column profile


Additional agents on the parent or child tickets of a project will be included in the forecasting tab.


Fig 8. Additional Agents in the forecasting tab of a project in the lower right corner


Notifications

The additional agents can be added to the notifications by selecting the following checkbox in Configuration > Notifications > General Settings (this is only possible if the event service is turned on in Advanced Settings):

Fig 9. Include additional Agents in assigned to recipient notifications


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