Adding Agents¶

Agents are the technicians and staff who work within the GRC-ITSM platform: triaging tickets, executing changes, performing reviews, and managing day-to-day operations. There are three ways to add agents to the platform.

Method 1: Manual Creation¶

Create an agent record directly in the platform.

1. Navigate to Configuration > Teams & Agents > Agents
2. Click New

3. Fill in the required fields on the Agent Details tab:

   Field	Required	Purpose
   Username	Yes	Login identifier for the agent
   Password	Yes	Initial password (agent can change later)
   Email Address	Yes	Used for notifications, SSO matching, and 2FA
   Name	Yes	Display name shown throughout the platform
   Default Team	Yes	The team whose ticket queue loads first for this agent (e.g., Continuous Monitoring, Engineering, 1st Line Support). Must be set or the agent will not function correctly. See Teams for available teams
   Default Working Hours	Yes	Determines SLA calculations and availability tracking
   Role	Recommended	Assigns the agent's permission template, controlling what the agent can see and do. For example, "Engineer - ConMon Team" scopes visibility to ConMon tickets, while "Engineer - All Teams" provides full visibility. See Agent Roles for available roles

4. Save the agent record

5. Configure additional tabs as needed (Departments & Teams, Permissions, Preferences)

Method 2: Invite¶

Send a registration link to the new agent and let them create their own account.

1. Navigate to Configuration > Teams & Agents > Agents
2. Click Invite
3. Fill in the invitee's name and email address
4. The invitee receives an email with a registration link
5. They follow the link and set up their own username and password

This is useful when onboarding agents who should set their own credentials from the start, avoiding the need to share temporary passwords.

Method 3: Microsoft Entra ID Import¶

Import agents from Microsoft Entra ID (Azure Active Directory) for organizations using Microsoft 365. This is the recommended approach for bulk agent provisioning and ongoing synchronization.

1. Navigate to Configuration > Integrations > Microsoft Entra ID
2. Select the target tenant
3. Configure Site/Agent Mappings to map Azure groups to teams and roles
4. Use the Imports tab to import agents manually, or enable the Halo Integrator for automatic scheduled synchronization

What Entra ID Import Handles¶

Agent Record Configuration¶

After creating an agent, the record can be further configured across several sections.

Agent Details¶

The primary tab containing the agent's identity, credentials, default team, working hours, and role assignment. Also includes:

• API-only agent flag for integration accounts that do not consume a license seat
• Agent signature for formal communications
• Two-factor authentication setup

Departments & Teams¶

Agents can belong to multiple teams simultaneously, but must have one default team. Teams are used for ticket routing, queue visibility, and permission scoping.

Teams exist within departments, forming the organizational hierarchy: Department > Team > Agent.

Permissions¶

Permissions are primarily controlled through the assigned role, but individual overrides can be set at the agent level. Key permission areas include:

• Access levels for tickets, users, and other entities (Read and Modify, Read Only, or Not Set)
• Ticket permissions such as creating tickets, editing closed tickets, viewing unassigned tickets, reassigning, and changing ticket types
• Restrictions that limit the agent to specific organizations, ticket groups, sites, or reporting areas
• Configuration access for agents who need to modify specific platform configuration without full admin access

Preferences¶

Agent-specific settings including working hours, timezone, and holiday configuration. These affect SLA calculations and availability tracking for the agent.

License Types¶

The platform supports different agent types that affect licensing: