HaloITSM

HaloITSM Guides

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

Guides > Agent Notifications for Errors in the Halo Integrator/Email Processing

Agent Notifications for Errors in the Halo Integrator/Email Processing

In this guide we will cover:

- How to enable notifications, per agent, when there are errors in the Halo integrator or email services



Agents can receive error notifications for Outgoing and Incoming emails as well as the Halo Integrator by using these settings located at Agent > Preferences > Notifications:


Fig 1. Enable notifications for issues with incoming/outgoing services and integrator


These email notifications will be sent from notifications@haloservicedesk.com.


Set severity level for alerts

By default you will be notified when there are major issues with email processing, if the setting in figure 1 is enabled. However, you can set what errors you are notified about. 


Head to configuration > advanced settings > backend service monitoring > configuration tab, see section 'Alerts'. 

Fig 2. Setting severity level for notifications


Choose a severity value using the field 'Minimum severity level for error notifications'. This will determine which errors you will be notified for. Five is the lowest level of severity, resulting in you being notified for any/all issues. One and Two are the highest severity, resulting in you being notified for only major issues. 


Severity levels 1 and 2 - Agents will be notified when there are major issues with processing emails (default).

Severity 3 - Agents will be notified when a large number of notifications, system automations, or scheduled occurrences (such as Automated/Scheduled tickets) fail to process.

Severity 4 - Agents will be notified when any number of these fail, or a large number of custom automations fail.

Severity 5 - Agents will receive notifications for all issues with backend services.


Resolving Errors and notifications

When notifications are enabled and an error arises within email processing you will be notified every few minutes until the error is resolved. Once the cause of the issue is resolved you will need to re-process failed emails and clear failed logs from for the integrator. 


To resend failed emails head to configuration > integrations > Halo integrator > backend service monitoring > outgoing log. Here, select all the failed emails then select 'Resend'. 

Fig 3. Resend failed emails


To re-process incoming emails head to the 'Incoming log' tab here, select the failed mails and press 'Retry'. 


When an error arises during a sync carried out by the Halo integrator you will be notified about this only when the Halo integrator runs for this application. Once the issue is resolved you will not receive another error notification when the integrator runs for the application again. You do not need to process any logs manually. 




Popular Guides

Pin It on Pinterest