HaloITSM Guides

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

Guides > TeamViewer Integration

TeamViewer Integration

In this guide we will cover:

- Creating the TeamViewer Fields

- Configuring a Site

- Configuring an Asset

- Use on a Ticket

The TeamViewer integration can be used to link to remote in with codes assigned to Halo sites and assets. Upon clicking the button that will appear in each area, you can instantly remote on to effectively support your clients.

Creating the TeamViewer Fields

In Configuration > Integrations > Remote Support > TeamViewer, you will see two buttons saying "Create TeamViewer Field" - one for sites, one for assets.

Clicking one of these buttons will automatically enable the module.

Fig 1. TeamViewer configuration.

Once the button has been clicked and the "TeamViewer" field created, the button will disappear.

Fig 2. TeamViewer configuration after fields have been added.

As of v2.195.1+, the TeamViewer integration has a new protocol following phasing out of the web protocol, and this new protocol allows for connection to the new version of TeamViewer. This is set at the top of the TeamViewer integration page (shown below), and will be automatically switched to "TeamViewer API" when upgrading to this version. This dropdown can be changed to the legacy web version if required.

Fig 3. Protocol options.

Configuring a Site

In the "Customers" area, go to the site you wish to add a TeamViewer ID to.

The field will show in the "Additional Details" area at the bottom of the "Details" tab. Edit, and put the ten digit code/ID here.

Upon saving, the "TeamViewer" button will appear at the top. Clicking this will take you to the TeamViewer URL of that device, where you can log in.

Fig 4. Setting TeamViewer ID on the site.

Configuring an Asset

In Configuration > Asset Management > Asset Type, select an asset type. Go to the "Field List" tab, and add the "TeamViewer" field.

Fig 5. Adding TeamViewer field to an asset type.

A "TeamViewer" button shows on the asset to join a session per the field in "Additional Details".

Fig 6. TeamViewer ID on an asset.

Using the "TeamViewer" button to connect will also then show a connection in the asset's "Change History" tab.

Fig 7. TeamViewer connections in the Change History tab.

Use on a Ticket

If an asset with a TeamViewer ID is related to a ticket by the "Asset" field in the ticket type's field list, the TeamViewer button can be used directly on the ticket.