HaloITSM Guides
Documentation to assist with the setup and configuration of the HaloITSM platform
Slack Integration
Connecting to Channels
To connect a Slack channel to Halo, navigate to Configuration > Integrations and enable the Slack module. Once enabled, click into the module and select the Slack Channels button at the top of the page.
This screen allows you to see all of the current authorized Slack channels, as well as connect to new ones.
Select the new button in the top right corner of the screen and press connect. You will be redirected to the Slack login page, where you can select a channel to connect. After choosing a channel and selection allow, you will be redirected back to Halo.
A new set of options will now be displayed.
The channel name and team are non-editable as these values are set by Slack. By choosing a specific agent for the channel, then the channel will only be available for use for agent notifications for that particular agent. If all is selected, then all agents can create notifications for the channel.
Configuring Notifications
To add new notifications, navigate to Configuration > Notifications. There are two types of Slack notifications that can be configured.
1. Choose the notification type "Slack Notification". This gives an additional option to choose a channel that you want to post a notification to.
2. Choose the notification type "Agent Notification (Single Agent)" and then choose the "Send to Slack" delivery method.
Creating Tickets from Slack
Once the Halo Service Solutions app has been installed into your Slack workspace, you will have the option to create a ticket directly from Slack messages.
To enable this functionality, you first need to enable the feature against each individual Slack channel that you've connected to in Halo. You can also choose an overriding ticket type for each channel should you wish.
Remember that the chosen ticket type must not have any mandatory fields on it, so it is recommended that you create a new ticket type for this feature.
Now in Slack, find the message you'd like to create a ticket from, select the three dots against the message and select the "Create Ticket" shortcut. This will pop open an input screen.
At the top of the input screen will be some details about the channel/user and the selected message. Any attachments will also appear as hyperlinks. This gives a brief overview of what your ticket will look like once created in Halo.
You then have a summary field and additional notes field to add more detail to the ticket you are about to create.
Once submitted, a message will be posted back to the channel with a hyperlink containing the ticket ID if successful.
Everything contained within the input screen will then be displayed as the opening note of your ticket.
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