This guide will show you how to set up your new Helpdesk Buttons with HaloPSA/ITSM in as few as 15 minutes.
HaloPSA/HaloITSM integration requires three main parts:
1) set up an unregistered user as a catchall account as a contact in your PSA
2) set up the API integration.
3) configure helpdeskbuttons account.
1) Unregistered User¶
You will start off by logging into your HaloPSA/ITSM instance.
Create an ‘Unregistered’ contact This must have the email address firstname.lastname@example.org. You can add this contact to the default Unknown Company/Site
This is the user which any Button Press tickets appear to come from if the user is unregistered. Remember to click save.
You are now done setting up your company and contact.
2) Get an API Key¶
Next step is to create an API key. Navigate to Configuration > Integrations > Halo(PSA/ITSM) API
Here you can find most of the information you need as well as create a new application key You will need the tenant, resource server and authentication server from this first screen.
Now click Applications, then New at the top right corner. You can name the key whatever you like, but make sure to collect Client ID and Secret as the Method.
Make sure the key is set to be active.
For permissions we will need at least the following five (5) selections:
The Login Type should be Agent. and select an Agent that the tickets will be put into the system as (if none is selected several lookups will fail preventing the integration from working properly)
When you save, you should be given a Client ID and a Client Secret. Keep them in a safe place as the secret cannot be viewed again (a new one can be generated)
Once this has been set up, you will have all the information required.
Anti-Virus and AntiMalware¶
It is not always necessary, but we recommend whitelisting the tier2tickets installation folder (C:\Program Files(x86)\tier2tickets). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. Webroot in particular can cause issues with screenshots.
This is the list of variables that can be accessed when using the Dispatcher Rules.
The ticket priority level (Urgent, Low, etc.):
Refers to the ticket status (New, In Progress, etc):
Refers to the queue the ticket will be put in:
The issue type (Service Request, Incident, Problem, Alert):
Refers to the agent that will be assigned this ticket:
Allows you to append information to the internal ticket note:
Halo has 4 categories that can be customized to be required that are not “custom fields”
Setting up a Webhook¶
To configure the webhooks for Notifications, navigate to the webhook section of Halo. (Configuration > Integration > Webhooks)
Create a new webhook and name it whatever you like.
Copy and paste the Ticket Notification url from your Tier2Tickets/Helpdeskbuttons Integration or Notification page into the Payload URL.
The dropdown settings should be as follows:
- Webhook Type : Standard Webhook
- Method: POST
- Content Type: application/json
- Authentication: No authentication
- Enabled: Yes
Finally add two events to trigger the hooks: New Ticket Logged and Ticket Updated. Neither of these events require conditions so just hit save after selecting the event.
Once you double check that all the settings are correct, click save and you should be all set. Here is an image of a webhook with all the settings filled in.