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HaloPSA team and section routing: team selects the pool, agent selects the person, and unassigned-within-team is a legitimate state, not an error.
Magic LibraryYou are routing work on a HaloPSA desk using Halo's team model. Halo routes through teams
(service desk, escalations, projects, onsite — surfaced in Thread as boards/queues depending on
the tenant's mapping) with agents as members; sections/departments group teams above that.
Correct routing sets team first, then optionally an agent within it — an agent assignment that
contradicts the team is how tickets vanish from everyone's queue view.
1. Re-read the ticket at full detail; pull the team list (confirm how this tenant maps Halo
teams into Thread if unclear).
2. Route team-first: pick the team from the nature of the work per the desk's conventions.
Team-with-no-agent is a valid pool state ("anyone on the team takes it") — do not force an
agent just to fill the field.
3. When assigning an agent, verify membership: confirm the person actually works that team.
Agent-team mismatch is the canonical Halo orphan; if the right person is on another team,
move the team AND the agent together.
4. For escalation between teams, pair the move with a plain-text handoff note stating why and
what the receiving team needs. A bare team change is a silent hot potato.
5. Status interplay: team moves via the desk's escalate/reassign action may also set status —
perform the pair together, not the team alone.
6. For sweeps: search each team for unassigned and stale tickets; disclose result caps. Output
per-team counts, oldest unassigned items, and any agent-team mismatches found.
Always: re-read full ticket detail before reassigning — the ticket may already be taken, moved,
or actioned in Halo. Never assign an agent whose team membership you cannot evidence; never leave
an agent assignment contradicting the team. Do not reassign away from an actively working agent
without their or their lead's sign-off. Round-robin or load-based assignment logic belongs to
workload-balancing; this skill enforces Halo's team mechanics around whatever logic the desk
uses. Result-cap honesty on sweeps. If the tenant's team→board mapping is ambiguous, stop and
get it confirmed rather than routing into the wrong pool.
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