HaloITSM

HaloITSM Guides

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

Guides > Splashtop Integration

Splashtop Integration

The Splashtop integration with Halo is used for attended and unattended support from a remote location


The remote support integrations can be found in Configuration > Remote Support


you have to be using splashtop business.


Setting Up Unattended Access


The email address type can be a fixed email which you will input or it can be the email of the current logged in agent. The splashtop email/ emails. The asset MAC Address Field can be the Halo IP Address, MAC Address, etc.


Then add the field you have chosen on the dropdown, onto your asset types you will be remoting on to.


Now add on the mac address of the asset into the MAC Address field, do the same for the IP Address etc, if that is the field you have chosen. This can be found in the command prompt of the asset, by going to "ipconfig"

 


Then go to the following section and add in the physical address number into the MAC Address field of the asset (this field is only alphanumeric, do not add in dashes)


It doesn't have to be MAC Address, you could use anything in the dropdown, as long as you add the field to the asset type field list and populate the field on the assets you are remoting on to. 


Once the field has been populated with a correct input, the "Splashtop" action, which you can click allows you to login to splashtop to remote onto the asset.


make sure splashtop streamer is running on your computer. Before remoting on, you will be asked to login to splashtop


splashtop options from left to right: connect, filetransfer, chat, remote command, system tools, info 


Setting Up Attended Access


Within an agent (Configuration>Teams & Agents>Agents) navigate to the integrations tab and authorise. reload the page and change the default channel, can be private or default




This can also be completed through the individual agent's profile so non-admins can authorise to use the integration themselves.


New Tickets

A remote session invite can be sent to the user when an agent logs a new ticket by including the "Remote Session Channel" and "Send Remote Session Invitation" fields on the new ticket type.


Configuration > Tickets > Ticket Types > *Defaults Tab (On the older versions it may be under a different tab)*

You can set this dropdown to send an invite when a new ticket is logged.



Adding the fields to the ticket type, will mean these two options are included on the ticket creation screen:


Actions

To send a remote session invite using an action you can create an action with system use "Remote Session Invitation". This will send an email to the user with an invite link. This uses the "Remote Support Invitation" email template. To change the template, you can head to Configuration>Remote Support>General Settings:

 

You can include the "Remote Session Channel" field on the action to specify which channel to send it to.


Ticket Details

By enabling the Remote Support setting "Allow Agents to send quick Remote Session invites from the Ticket screen", you can send a remote session invite via the top right dropdown on the ticket details screen. This allows you to specify what emails to send the invite to and which channel to use.





Live Chat

When an agent is using the live chat to talk to a user, they can use the "Send Splashtop Invitation" option from the top left menu to send a message with a link to the user. This will use the template specified in remote support settings.


To update the ticket/chat the remote session was started from, the integrator must be configured to run the Splashtop Import. This needs to be enabled from the Splashtop Configuration in Configuration > Integrations.


This import will add an action to the ticket/chat when the remote session has closed. The time logged against the action will be the total time spent on the remote desktop sessions of the remote session. The note will include the comment for the Remote Session.

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