Halo PSA Ticket Integration

Team: Huntress Managed Endpoint Detection and Response (EDR)
Product: Halo PSA
Environment: Huntress Dashboard
Summary: This guide goes over how Huntress handles ticket integration with Halo PSA

Huntress now has a HaloPSA integration! Our initial version handles ticketing, and we are investigating a billing integration as well.

Note: If you are using Mandatory ticket fields within HaloPSA outside of "Ticket Type," the Huntress integration will not be able to create tickets and will error. While we work on addressing this feature to allow for future use of other required fields, you may opt to remove the mandatory field option within HaloPSA or choose a different ticket type without mandatory fields to allow the integration to run correctly.

New PSA Automatic Mapping Feature: Once you have completed the PSA set up, please review our PSA Automatic Mapping guide.

1. Log into Huntress. Open the right-hand menu and navigate to the integrations page. From there, choose HaloPSA.
   

2. From there, you’ll be presented with a few fields that you’ll have to enter in from Halo.

3. Head over to HaloPSA. Halo recommends creating an API-only Agent for this if you haven’t set one up already for this purpose. 

This API-only Agent should be assigned to a team or department so that they can see the tickets. If assigning to a department, the membership level needed is View All. If assigning to a team, it should be the same or similar team to what the technician agents use.

Once you Save the API-only Agent, you'll need to Edit in order to update its permissions. 

Granting permissions:

• Feature Access
  • Tickets Access Level: Read and Modify
  • Customers Access Level: Read Only
• Ticket Permissions
  • Can add new Tickets: Yes
  • Can view Unassigned Tickets: Yes
  • Can view Tickets that are assigned to other Agents: Yes

4.  Navigate to HaloPSA’s API section. From there, grab the Resource Server hostname without the “https” at the start or the “/api” at the end. That will be your Server Host on the Huntress side.

   Note: Please use the base version of your HaloPSA domain (e.g. yourcompany.halopsa.com) as entering in custom domains is not supported right now. 

5. Within HaloPSA, click “View Applications” and then click “New” to Add an Application.

6. From here, select Client ID and Secret:

   • Copy the Client ID and Client Secret, they’ll be used to populate the form on Huntress. 
   • Make sure to set the “Agent to log in as” to your API-only Agent.
   • Setting the Recommended Permissions:
     1. Read Tickets: Yes
     2. Edit Tickets: Yes
     3. Read Customers: Yes

   Make sure to save on HaloPSA before submitting the form on Huntress’s side.

7. Once this is successful, you’ll be able to map your Huntress organizations to your HaloPSA Clients on the subsequent screen. You’ll also be able to set your default Ticket Type.
   
8. We have also built out Status updates after Huntress remediations for automatic Status changes on tickets. If "Status after Huntress Remediation" is left blank, we will not adjust the status of HaloPSA tickets by default. 
   
9. You’re set! You can always reach out if you have questions or further feedback.

Common Errors and Troubleshooting Steps:

Error: Integration is sitting at a spinning circle and not continuing further. 

Fix: Check that all permissions are in place per this article. Also confirm that you are using the base version of your HaloPSA domain (e.g. yourcompany.halopsa.com). Once confirmed, fully delete and re-add the HaloPSA integration. 

Error: "The server responded with status 400. Bad Request - XXXX is mandatory" when creating a test ticket.

Fix: The XXXX will change, but this error indicates that the selected Ticket Type has mandatory field(s). Please either choose a different Ticket Type or remove the mandatory fields. If this is not possible, then tickets cannot be generated. 

Error: Bad Request - "Please select a valid Client/Site/User"

Fix: A ‘General User’ must be created at the MSP company in HaloPSA