HaloITSM Roadmap

Improvements to the Microsoft CSP integration

The following functionality has been added to the Microsoft CSP integration.

1. If you are a direct reseller and have imported customers' subscriptions into Halo from Microsoft CSP, you can now increase or decrease the subscription quantity through Halo. 

When this option is enabled, if you have read and modify permissions for software licences, an option to adjust the quantity will be shown at the top of the subscription:

If successful, a message will display notifying you that the quantity has been adjusted successfully. This adjustment will also be replicated in Halo. If the request fails, then an error will be displayed explaining why. 

In most instances, the success will not be immediate. Instead, the Partner Center will accept the request to change the quantity and then a short delay will follow before the adjustment is visible in the Partner Center. In this scenario, the following message will display:

In this scenario, the last requested quantity will be displayed under the licence header to show that someone has already requested the licence increase. A message also appears on the adjust quantity screen, and a record is also added to the change history tab for auditing purposes.

2. Webhooks for subscription updates can now be enabled. This means that whenever a subscription is updated in the Partner Center, the subscription can be immediately updated in Halo. 

3. Improvements have been made to the PowerShell script which must be run when configuring the integration. The script can now be downloaded, rather than requiring a copy of paste of the text. The script is now also more user friendly and returns better messages, for example, if the script has already been run and does not need running again.

4. MFA is now enforced when authorizing the Azure application. If the authorization process is completed with an account that hasn't used MFA, Halo will refuse the connection. This is to avoid complications that arise when using accounts that have authorized the application without using MFA.

5. When importing users manually, you can now select whether to import from all site mappings or one site mapping in particular.

6. Error handling on the import screen has been vastly improved. All site mappings which fail will now be displayed on a popout window along with the error message, making it clear that a mapping has failed. The users for all successful site mappings are then available to import should you wish.

7. Fixed an issue where the overriding "Licence Import Type" field at Azure tenant mapping level would incorrectly override the import type for every mapping, rather than just itself.

8. Fixed an issue where site mappings would sometimes be auto generated against the incorrect Microsoft CSP connection, or fail to create at all.

9. Some minor label changes have been added to the setup screen for the integration.

The Online Repository is now available for PDF Templates

You can navigate to this by going to Configuration > Reports and either navigate to settings and click the button to view online repository pdfs or you can navigate to pdfs and then click the button in the top right that looks like so:

This button will swap to a leave option to navigate back to your local pdf templates when in the online repository. If you download a pdf you already have in your local repository it will update that report with the report from the online repository rather than creating a duplicate.

ServiceNow integration is now available

A ServiceNow integration is now available, which allows the creation of incidents and actions in a customer's ServiceNow instance, as well as syncing back any updates to the incident.

Configuration

The integration and the integrator need to be enabled from the integration configuration area, but the credentials and field mappings are configured per customer.

Once the integration is enabled, as ServiceNow tab will appear on the customer details page. Here you can enter the credentials for their instance of ServiceNow. These credentials must be validated before setting up any of the mappings.

Once validated, you can configure mappings for status, urgency, impact, priority, and category, as well as a default user and assignment group for the incidents.

Syncing to Servicenow

To sync incidents, you can create an action with the system use 'Send ticket to ServiceNow'. This will send the current ticket to the ServiceNow of the customer of the ticket. Only one incident may be linked to a ticket at a time. If the 'Send ticket to ServiceNow' is used again the existing link will be overwritten.

The user of the incident will try to match on the email of the ticket in Halo but will fall back to the default if one with that email does not exist in ServiceNow.

To send an action to the ServiceNow ticket, you can create an action with the note and 'Sync to ServiceNow' fields. There is a default setting at the action level for the 'Sync to ServiceNow'  checkbox. If checked, the action will be sent to the linked incident. If the action is private it will be a work note in ServiceNow, otherwise, it will be a comment.

No other updates to the ticket in Halo will be synced to the incident in ServiceNow.

Syncing back to Halo

To sync updates back to the linked tickets, the integrator must be set up to run ServiceNow. Only updates to tickets created from Halo will be synced back. The integrator scan will sync across any updates since the last sync was run. This will include all the mapped fields, as well as any work notes or comments that were added.

Added the ability to make dashboards available to users in the self-service portal

When configuring an in-app dashboard, you can now allow access for users. This can be allowed based on the user or their site, customer, department, or organisation.

You can then add the 'My Dashboards' section to the portal to allow users to view a list of all their dashboards.

Alternatively, you can publish the dashboard with a specific link, so that users can go directly to the dashboard, regardless of the user access permissions. If anonymous portal access is allowed, this link will allow them to view the dashboard without logging in.

When viewing a dashboard as a user, the 'ticket List' and 'Ticket List Counter' widget types will not be displayed.

The Sage Business Cloud Integration is now available

This integration is multi-tenanted and behaves much in the same way as Xero does.

Navigate to Configuration > Integrations or Configuration > Billing and enable the module to get started.

First, you'll need to create a new Sage Business Cloud account and authorise the connection in Sage Business Cloud. 

Once this is done you can then use any of the available imports and mappings before syncing invoices. We'd recommend importing all entities and mapping any not imported manually where appropriate before enabling any 2 way syncing. 

Do note that this integration uses Accounts Trading Name (previously Xero Name) in client billing configuration to match on the name after initial sync so this will need to be updated to sync name across rather than the halo client name.

Once this is complete, you can then enable 2-way syncing for items, clients and invoices as you want and these will all sync to and from Sage Business Cloud when fields that can be updated have changed or in all cases for invoices.

Added the option to have multiple service requests per service

Each service can now have multiple service requests configured for them.

In addition to the existing options such as the ticket type, optional services, and whether to show the new ticket screen, you can now specify an icon to use for the buttons in the portal when requesting the services, and the sequence to order the options by.

When requesting this service from the catalogue, the user will be shown a button for each option. 

If they are using the log a service request button, they will only be prompted to select one of the options if there is more than one, otherwise, they will automatically be directed to the new ticket screen.

You can also create and edit the ticket type or template used for the service request. 

intY integration is now available

The following functionality is available as part of this integration:

• Manually map customers from intY to customers in Halo.
• Import customers from intY into Halo, either manually or via the Halo Integrator.
• Import subscriptions for any mapped customers, either manually or via the Halo Integrator.

Westcoast Cloud integration is now available

The following functionality is available as part of this integration:

• Manually map customers from Westcoast Cloud to customers in Halo.
• Import customers from Westcoast Cloud into Halo, either manually or via the Halo Integrator.
• Import subscriptions for any mapped customers, either manually or via the Halo Integrator.

Giacom integration is now available

The following functionality is available as part of this integration:

• Manually map customers from Giacom to customers in Halo.
• Import customers from Giacom into Halo, either manually or via the Halo Integrator.
• Import subscriptions for any mapped customers, either manually or via the Halo Integrator.

Dicker Data integration is now available

The following functionality is available as part of this integration:

• Manually map customers from Dicker Data to customers in Halo.
• Import customers from Dicker Data into Halo, either manually or via the Halo Integrator.
• Import subscriptions for any mapped customers, either manually or via the Halo Integrator.