Documentation to assist with the setup and configuration of the HaloITSM platform
GoToAssist Remote Integration
This integration allows you to start a remote support session from a Ticket within Halo and then pull back information from the session to the ticket as an Action.
The Halo integrator is required to add information from sessions to Tickets.
Firstly, you should enable the integration by clicking the plus on the module icon in Configuration > Integrations under the Remote Support category:
Once enabled, the module will change colour, you can now open the configuration page.
The first section on the configuration page is to do with Authorising your instance of Halo for use with the GoToAssist Remote API.
You must register an OAuth Application at https://developer.logmeininc.com/clients using the Remote Support Scope. Make sure you enter your client ID and secret into the Halo configuration page under the OAuth Application details section:
Once entered, you can click the Authorize Application button to be redirected to a login page for GoToAssist Remote, login with your admin credentials.
Once completed you should be redirected back to Halo and the configuration page should now show:
If you would like to have details of remote sessions pulled back into Halo, you should enable the integration for the Halo Integrator which is the last option on this configuration page:
You are now ready to begin using the integration.
Using the integration
Using this integration is simple. You can start a Remote Session from any screen where you are viewing a ticket. This would probably be most useful on the Call screen.
To start a session, navigate to the three dots in the top right, and click "Start GoToAssist Remote Session":
Once clicked, a new tab will open which will prompt the Agent to log in to their GoToAssist Remote Expert Account, and then the GoToAssist launcher will be opened and the end user can be given the support session URL or support code displayed.
Once the session has been completed or abandoned, the details will be made available to the Halo Integrator which will allow the details to be imported onto the ticket the session was launched from.
If this integration is enabled for the integrator, during each processes, the integrator will scan for completed sessions and the details will then be formatted and imported into Halo on the corresponding ticket. This integration can be processed as many times as you like - duplicate actions will not be created. The integrator will only scan for sessions that have been started since the last sync date for this integration. This means you can run this integration frequently.
- Asset Import - CSV/XLS/Spreadsheet Method
- Call Management in Halo
- Creating Agents and Editing Agent Details
- Departments, Teams and Roles
- Importing Data
- Multiple New Portals with different branding for one customer [Hosted]
- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through
- Syncing Exchange Calendars