Documentation to assist with the setup and configuration of the HaloITSM platform
To start, open the 'Administration Console' on your HaloCRM instance, then head to 'Workspace' > 'Integrations'.
Find, the HaloITSM integration and ensure it is enabled.
On your HaloITSM instance, head to 'Configuration' > 'Integrations' > 'HaloCRM'.
The integration works by setting up an API connection on both instances which can automatically send messages to the respective instance.
They can be set up in any order. I will set-up the API connection on HaloITSM and then add the credentials to HaloCRM. Then I’ll do this again the other way round.
Next, head back to the Integrations page and select ‘HaloITSM API’.
Click this, then ‘view applications’. We will need to create a new application – so, press ‘new’ in the top right corner and on the new application screen you’ll be presented with some prompts.
First, give it a name (I’d suggest HaloCRM but it’s up to you!).
For authentication method, select CLIENT ID AND SECRET.
Copy the Client ID
Copy the Client Secret
Select a login type – this is who will be ‘logging’ the ticket on the receiving instance.
Next, to go the ‘permissions’ tab and select ‘all’
And then save the application.
Next, head to the HaloITSM integration in your HaloCRM instance and add the details you just copied as well as your HaloITSM URL.
Press ‘validate’ and this will be saved automatically.
Repeat the steps for the other instance. API applications must be set up and validated on both sides in order for the integration to work.
On the HaloCRM side, you will need to select the outcomes of the integration. This means, selecting a ticket type to log with and status and priority mappings.
Once happy, you'll need to create an action that triggers the integration to work.
Go to the HaloCRM Administration Console > Processes > Forms > Actions and create a new action called ‘Send to ITSM’ (or similar).
This action will need to have the system use of ‘Create Ticket in HaloITSM’.
By default, there will a summary and notes field added to the action to send over information.
Save this configuration.
You will need to add this action to the necessary workflow or ticket type if you have any restrictions on the ticket types for available actions.
Next, head back to your ITSM instance and do the same thing. For the system use on the ITSM side, set to ‘no system use’. The field list should be the same.
On both actions, ensure this checkbox is ticked:
This can be done under the defaults tab.
The integration should now be ready to go!
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