HaloPSA

HaloPSA Guides

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

Guides > Ticket Groups

Ticket Groups

Topics Covered In This Lesson

  1. Use Case
  2. Configuring Groups
  3. Setting Agent/ Role Restrictions

Ticket types can be grouped, which has a great use case for delegating ticket type access on roles. Now if there are new ticket types added to your halo, there is no need to add those ticket types to the role, they will be inherited to the access based on the ticket type groups which are set as accessible on the agent role.


Associated Admin Guide: 

To enable this feature go to  Configuration > Tickets > General Settings:


Once enabled, there will be an option to add a ticket type to a group when configuring ticket types (details Tab, 3rd from the top).


Type in a new value to create a group for the dropdown, this value will then be available on the group dropdowns of other ticket types.

Adding a New Group


You can then add this to permissions on the agent roles Configuration > Teams & Agents > Roles


Setting the Agent role to configure the accessible ticket groups for agents with that role:


On adding a new line to the table, change the entity to ticket type group and then select a ticket type group


The benefit is that now when a new ticket type is created, as long as there is a ticket type group that the ticket type is in, the agents roles will update to include that ticket type in the list they have access to, there is no need to manually add in the ticket types that they are allowed.

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