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PSA

Halo PSA - Create tickets for user elevation requests

Idemeum can create and manage tickets in HaloPSA when users are requesting elevated privileges on workstations.

— Nik Pot

Halo PSA - Create tickets for user elevation requests

What is supported

  1. Create HaloPSA ticket when elevation is requested
  2. Close HaloPSA ticket when the request is approved / denied
  3. Approve or deny elevation requests right from the HaloPSA by clicking on generated link
  4. Automatically map customer names in idemeum to customer names in HaloPSA
  5. Manually map customer names in idemeum to customer names in HaloPSA

Configure HaloPSA agent

In this step we will create an API-only agent to use with HaloPSA application.

  • Navigate to Configuration → Teams and agents → Agents and add a new agent by clicking New button
  • Provide the agent username
  • Make sure you check the box for Is an API-only Agent
  • Assign agent to the Default team of your choice and add the working hours
  • Save the configuration

Now we will need to configure the proper permissions:

  • Click Edit to configure the agent
  • Navigate to Departments and teams tab
  • If you are using teams, make sure the team you have chosen has the following permissions:
    • Can be assigned to
    • Can see unassigned tickets for this Team
    • Can see Tickets assigned to other Agents in this Team
  • If you are using departments, make sure the permission Modify all is added
  • Now click on Permissions tab and do the following:
    • For Feature access choose the following:
      • Tickets Access Level to Read and Modify
      • Clients Access Level to Read Only
      • Users Access Level to Read Only
    • For Ticket permission choose the following:
      • Can add new Tickets
      • Can edit closed Tickets
      • Can view Unassigned Tickets
      • Can view Tickets that are assigned to other Agents
      • Can Re-assign Tickets
      • Can Edit Tickets Which Are Not Assigned To Them
      • Can always update Ticket Statuses and re-assign Tickets outside of actions
  • Save the agent configuration

Configure HaloPSA application

The way HaloPSA allows other systems to make calls into their system is by creating an application.

  • Navigate to HaloPSA admin portal
  • Access Configurations → Integrations → HaloPSA API and click View applications
  • Now click New to create a new application
  • Provide application name
  • Choose Client ID and Secret for Authentication method. Save the Client ID and Client Secret as you will need this information for idemeum configuration.
  • For the agent drop down choose the agent that we created in the previous step
  • Click on the Permissions tab and add the following permissions:
    • read:tickets
    • edit:tickets
    • read:customers
  • Save the configuration

Configure idemeum connector

  • Access your MSP tenant admin portal
  • Navigate to Settings → Integrations
  • Click Add integration and then choose Outbound integration
  • Choose Halo PSA from the connector dropdown
  • Now enter the URL of your HaloPSA instance and provide the Client ID and Client secret that we created in the previous step
  • Save the configuration

Customers mapping

Once the integration with HaloPSA is added, you will see the new PSA column in the Customers section.

Automatic mapping

As a first step idemeum will try to automatically map the customers in idemeum to customers in HaloPSA. Here is how we will try to do that:

  1. Use the Display Name of the customer in idemeum to search for a customer in HaloPSA
  2. If no match was found using the Display Name, then we would use the Name of the customer in idemeum to search for a customer in HaloPSA
  3. If no match was found using the Name, then the admin will have to manually link the customers

For example, in the image below, one of my customers was automatically mapped, however, others still show the Link button to manually map the customer in HaloPSA.

Manual mapping

The admin can manually link a customer from idemeum with one in HaloPSA by providing the name of the customer from HaloPSA.

  • Navigate to idemeum admin portal and access Customers section
  • Search for the customer name
  • Click on the Link button
  • Enter the HaloPSA customer name to map this idemeum customer to
  • Once found we will display the customer name from HaloPSA in the PSA column.
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The name matching will be using case-insensitive equality.

Ticket creation

Here is how idemeum will create the tickets in HaloPSA:

  • Idemeum will create a ticket of type Incident
  • We will use these default values for the ticket:
    1. category - Business Applications
    2. urgency - Medium
    3. impact - Multiple Users Affected
  • In the ticket there will be information about the user that requested access to which application from which device.
  • There is also a link to navigate to idemeum portal and respond to the request