HaloITSM

HaloITSM Guides

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

Guides > Lookups

Lookups

In this guide we will cover:

- What is a lookup?

- How to create a lookup



What are Lookups?

Lookups use SQL scripts to populate fields with information that already exists in your database. For example you could have user's contact details fields populate automatically on a ticket once their first and last name have been entered, this information already exists in the database (against the user profile) but the lookup allows it to be pulled from the user profile into a ticket field. This can be used when you need particular information stored in a field but would like this to populate automatically, for speed or to remove the human error element of an agent having to input this manually.


Create a New Lookup

  1. Head in to Configuration>Integrations and enable ‘Lookups’ by clicking on the + in the corner when hovering over the icon. Now click in to the module and create ‘New’.
  2.  Create a name for your lookup, and select the Use:

 

Graphical user interface, text, application, email Description automatically generated

Fig 1. New Lookup profile

 

            


3. In the trigger fields section, this will be the field which you want to trigger the automation of your other chosen fields, so for this example will be Email Address and this field will be required for the lookup, and the 'Active' checkbox should be checked: 


Fig 2. Trigger fields for lookup


4. The next step will be to set up your connection. You can connect directly to your own Halo database by selecting the following: 

Fig 3. connection type


This can also be used to connect to external systems. If you choose this option it will look something like this:


Fig 4. Connecting to an external system


5.  After this, you will create the script which performs the lookup based on the trigger field you have chosen. Where email address matches X, it will select First Name and Last Name related to that email address within your database:


Fig 5. SQL script for lookup


6. You now need to map the lookup fields which will be populated when the email address is entered, in this case First Name and Last Name:


Fig 6. Field mappings


Hit save. Now you have finished creating your lookup code!  


Now, when an email address is entered to a form, where first and last name fields exist, they will automatically populate:


Fig 7. Field automatically populated by lookup


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