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HaloPSA integration setup

{% hint style="info" %} If you’re new to integrations in Rewst, read through our introductory integration documentation here. {% endhint %}

{% hint style="success" %} This Integration supports multiple instances

Check out the instructions to set up multiple instances here. {% endhint %}

What does the HaloPSA integration do?

Our HaloPSA integration provides automation and workflow capabilities by connecting HaloPSA’s IT service management functions with Rewst’s automation platform. This integration allows users to manage and interact with various components of their PSA system directly from Rewst.

Integration use cases

Automated ticket handling

A new support ticket is submitted in HaloPSA. A Rewst workflow can automatically classify the ticket, assign it to the correct team based on predefined criteria, and send an acknowledgment email to the customer.

Asset management and tracking

When a new asset is assigned to a client, update inventory records. Rewst can capture the asset details and update HaloPSA records, ensuring real-time inventory tracking.

Client onboarding automation

A new client signs a contract for IT services. Rewst can automatically create the client profile, set up relevant permissions, and initiate onboarding tasks.

Integration prerequisites

  • Access to the Rewst platform with administrative rights
  • You must have a Halo administrator account.

Set up the HaloPSA Integration

Set up steps in HaloPSA

Before configuring the Rewst integration you must generate an API user. Here is the instruction for the generation of the integration user:

  1. Log in to HaloPSA as an Administrator.

  2. Navigate to Configuration > Teams & Agents > Agents > New.
    \

  3. Create an agent for Rewst to use. We suggest naming this user Rewst API or similar.

  4. Grant the user permissions according to what you would like Rewst to do for you. However, for optimal functionality and reliability of the Halo integration, assign administrator permissions to the service account. We’ve consistently observed higher success rates and fewer connectivity issues when using admin-level access for this integration. While lower permission levels may work in limited scenarios, they often lead to unexpected failures during automated workflows.

  5. Click Save.

  6. Navigate to Configuration > Integrations > HaloPSA API
    See Halo Authorization Docs here.

  7. Select View Applications.

  8. Click New.
    \

  9. Name the application Rewst .

  10. Choose the authentication method for Client ID and Secret (Services).

  11. Click the Permissions tab.

  12. Check the all checkbox on.
    \

  13. Click Save.

  14. Navigate to Configuration > Teams & Agents > Agents

  15. Click on the user you set up for your Rewst integration.

  16. Click the Departments & Teams tab.

  17. Click Edit on the top left. Within Teams, select Add.\

  18. Add all teams from the Team drop-down selector.

  19. Click Save.

{% hint style="warning" %} Required for mapping customers in the Integration

When creating the API Agent, ensure that the Allow use of all Customers Client Restriction setting is set to Yes if you want to allow Rewst to interact with your customer records. {% endhint %}

Set up steps in Rewst

  1. Navigate to Configuration > Integrations in the left side menu of your Rewst platform.

  2. In the integrations page, search for HaloPSA.

  3. Click on the integration tile to launch the Configuration setup page.

  4. Fill out the form with the details you created:

    1. Resource Server Hostname: HaloPSA Resource Server hostname, e.g. example.halopsa.com.
    2. Client ID: Fill in the ID for the application registered in HaloPSA.
    3. Tenant ID: When using a cloud-hosted Halo PSA instance, this must be specified. This value can be found in the HaloPSA web application under Configuration > Integrations > HaloPSA API > API Details.
    4. Auth Server Hostname: HaloPSA Auth Server hostname, e.g. example.halopsa.com/auth, if different from the Resource Server Hostname.
    5. Client Secret: Fill in the authentication secret for the application registered in HaloPSA.
    6. Is On-Premise?: Clarify whether or not the HaloPSA instance is hosted on an on-premise server.

  5. Save the configuration. Rewst will do a quick validation of your input.

    Beneath that integration authentication section you'll see the following options:

    1. Suggest Values: This option will attempt to generate mappings between Rewst organizations and child organizations in this integration.
    2. Refresh Options: This will re-read the potential mapping options - both organizations and companies in Halo.
    3. Save Mappings This will apply mapping configuration changes.

Test the Integration

  1. Navigate to Automation > Workflows in Rewst.
  2. Create a new workflow and name it with something short and descriptive, such as Test Halo Integration.
  3. Add the action List Agents to the workflow builder canvas, by dragging it from the left pane.

  4. Add a trigger to your test workflow by clicking on the /lightning bolt image. Name your trigger whatever you’d like.
  5. Click into the trigger’s settings.
  6. Toggle Enabled to on.

  7. Set the Trigger Type to Core - Always Pass.
  8. Click + next to Integration Overrides. Add Halo PSA as your integration override.

  9. In the Activate Trigger To Run For section, keep Selected Organization toggled on. Toggle All current and future managed organizations on, or choose just one or individually selected organizations from the Organizations drop-down selector.

  10. Click Submit to save your trigger.
  11. Click Publish to save your changes.
  12. Click Test to run your workflow. Note that this will bring up a drop-down selector to choosing organizations.
  13. Select your MSP level.
  14. Click Test and confirm that the execution finishes without errors.
  15. If the test for your MSP is successful, do the same test again. At this point in your steps, select a client organization instead, and ensure that it finishes with no errors.

Crates related to the HaloPSA integration

Bulk Create Client from PSAScreenshot 2025-01-21 at 11.05.26 AM.png
OpenAI Ticket CategorizationOpenai ticket categorization.png
Add Rewst Form Link to New User Request TicketsAdd rewst form link to new user request tickets.png
OpenAI Ticket Sentiment AnalysisOpen ai ticket sentiment analysis.png
Add Rewst Form Link to Offboarding Request TicketsAdd REwst form link to offboarding.png
Assign Asset/Config to Ticket based on ContactScreenshot 2025-03-11 at 10.28.57 AM.png
Use OpenAI to Suggest Responses to New TicketsScreenshot 2025-03-11 at 10.29.33 AM.png
Browse Rewst Form Triggers within a Form and Attach to a TicketScreenshot 2025-03-11 at 10.29.57 AM.png

Troubleshooting HaloPSA integration setup

{% hint style="info" %} Click on any of the issues below to expand and view its solution. If your issue isn't included here, contact Rewst support in your dedicated support Discord channel. {% endhint %}

Customers are not showing up when refreshing options

Customers not showing when refreshing options is due to an issue with permissions. Make sure to check that both the user and API user have the following permissions, at minimum:

  • View Customers
  • View Support Tickets
  • Add Time Entries
  • Create Support Tickets

{% hint style="warning" %} You may need to uninstall and reinstall the Halo integration for the new permissions to take place. {% endhint %}

Boards and teams are not visible in configure organizational variable form

If you can't see boards or teams in the configure organizational variable form, this is due to incorrect permissions. You’ll need to add the API User to the teams that you want to see in the form.

Email, name, department is missing or CAB ID is invalid

If you run into an issue where the Email, Name, Department, or other information is missing, or you see that the CAB ID is either invalid or mandatory, this is due to custom fields used in creating tickets. To use these custom ticket fields:

  • The Custom Field IDs need to be added as an organization variable
  • The Custom Field should not be marked as mandatory
New User Onboarding and Offboarding Crate Halo Issues

Rewst only uses the bare minimum of fields for ticket creation in these Crates.

Ticket Creation

  • team
  • source
  • summary
  • user_id
  • client_id
  • site_name
  • status_id
  • category_1
  • category_2
  • category_3
  • category_4
  • priority_id
  • details_html
  • tickettype_id
  • new_approvalprocess_cab
    • type
    • cab_id

Ticket Updates

  • note
  • outcome
  • ticket_id
  • new_status
  • who_agent_id
  • timetaken

{% hint style="warning" %} It's possible that Halo is set up to require multiple other fields. If this is the case, there are two paths:

  1. You can make sure additional fields are not checked as required.
  2. You can unsync the Crate and modify it to include the required fields in your setup. {% endhint %}
General workflow issues

When creating custom workflows, you may encounter the error HaloPSA integration is not installed. To resolve this, either install the integration or implement integration overrides.

{% hint style="info" %} To execute workflows at the MSP level across client accounts, you must configure Halo integration overrides to ensure proper functionality in the workflow and form field triggers {% endhint %}

HaloPSA actions and endpoints

{% hint style="info" %} For more on how actions work in Rewst, check out our introductory actions documentation here. {% endhint %}

Halo's own API documentation can be found here.

Action Name Description Endpoint Related to Action
Add or Update Actions Adds or updates one or more action(s). If id is included then updates, if not included then creates new. Ticket ID is mandatory /Actions
Add or Update Agents Adds or updates one or more agents(s). If id is included then updates, if not included then creates new. /Agent
Add or Update Appointments Adds or updates one or more appointment(s). If id is included then updates, if not included then creates new. /Appointment
Add or Update Assets Adds or updates one or more asset(s). If id is included then updates, if not included then creates new. /Asset
Add or Update Attachments Adds or updates one or more attachment(s). If id is included then updates, if not included then creates new. The attachment must be posted in Base64 format. /Attachment
Add or Update Clients Adds or updates one or more client(s). If id is included then updates, if not included then creates new. /Client
Add or Update Contracts Adds or updates one or more contract(s). If id is included then updates, if not included then creates new. /ClientContract
Add or Update Invoices Adds or updates one or more invoice(s). If id is included then updates, if not included then creates new. /Invoice
Add or Update Items Adds or updates one or more item(s). If id is included then updates, if not included then creates new. /Item
Add or Update Knowledge Base Articles Adds or updates one or more knowledge base article(s). If id is included then updates, if not included then creates new. /KBArticle
Add or Update Opportunities Adds or updates one or more opportunities. If id is included then updates, if not included then creates new. /Opportunities
Add or Update Organisations Adds or updates one or more organisation(s). If id is included then updates, if not included then creates new. /Organisation
Add or Update Projects Adds or updates one or more project(s). If id is included then updates, if not included then creates new. /Projects
Add or Update Quotes Adds or updates one or more quote(s). If id is included then updates, if not included then creates new. /Quotation
Add or Update Reports Adds or updates one or more report(s). If id is included then updates, if not included then creates new. /Report
Add or Update Sites Adds or updates one or more site(s). If id is included then updates, if not included then creates new. /Site
Add or Update Statuses Adds or updates one or more status(es). If id is included then updates, if not included then creates new. /Status
Add or Update Suppliers Adds or updates one or more supplier(s). If id is included then updates, if not included then creates new. /Supplier
Add or Update Teams Adds or updates one or more team(s). If id is included then updates, if not included then creates new. /Team
Add or Update Tickets Adds or updates one or more ticket(s). If id is included then updates, if not included then creates new. /Tickets
Delete Action Deletes the Action and related objects with the specified id /Actions/{action_id}
Delete Agent Deletes the agent and related objects with the specified id /Agent/{agent_id}
Delete Appointment Deletes the Appointment and related objects with the specified id /Appointment/{appointment_id}
Delete Asset Deletes the asset and related objects with the specified id /Asset/{asset_id}
Delete Attachment Deletes the attachment and related objects with the specified id /Attachment/{attachment_id}
Delete Client Deletes the Client and related objects with the specified id /Client/{client_id}
Delete Contract Deletes the contract and related objects with the specified id /ClientContract/{contract_id}
Delete Invoice Deletes the invoice and related objects with the specified id /Invoice/{invoice_id}
Delete Item Deletes the item and related objects with the specified id /Item/{item_id}
Get Action Returns a single Action object /Actions/{action_id}
Get Agent Returns a single Agent object /Agent/{agent_id}
Get Appointment Returns a single Appointment object /Appointment/{appointment_id}
Get Asset Returns a single Asset object /Asset/{asset_id}
List Actions Returns an object containing the count of actions, and an array of action objects for a given ticket. /Actions
List Agents Returns an array of Agents /Agent
List Appointments Returns an array of appointments /Appointment
List Assets Returns an object containing the count of Assets, and an array of Asset objects /Asset
List Attachments Returns an array of attachments. Each attachment returned will be in Base64 format. /Attachment
Preview Report Previews a report from Halo PSA. /Report
List Users Returns an object containing the count of Users and an array of User objects /Users
List Top Levels Returns an object containing the count of top levels, and an array containing the top level tree /Toplevel
List Ticket Types Returns an array of Ticket Types /TicketType
List Tickets Returns an object containing the count of tickets, and an array of ticket objects /Tickets
List Teams Returns an array of Teams /Team
List Suppliers Returns an array of suppliers /Supplier
List Statuses Returns an array of Statuses /Status
List Sites Returns an object containing the count of Sites, and an array of Site objects /Site
List Reports Returns an object containing the count of reports, and an array of report objects /Report
List Quotes Returns an object containing the count of quotes, and an array of quote objects /Quotation
List Projects Returns an object containing the count of projects, and an array of project objects /Projects
List Organisations Returns an array of organisations /Organisation
List Opportunities Returns an object containing the count of opportunities, and an array of opportunity objects /Opportunities
List Knowledge Base Articles Returns an array of knowledge base articles /KBArticle
List Items Returns an object containing the count of items, and an array of item objects /Item
List Invoices Returns an object containing the count of invoices, and an array of invoice objects /Invoice
List Contracts Returns an array of contracts /ClientContract
List Clients Returns an object containing the count of Clients, and an array of Client objects /Client
List Attachments Returns an array of attachments. Each attachment returned will be in Base64 format. /Attachment
List Assets Returns an object containing the count of Assets, and an array of Asset objects /Asset
List Appointments Returns an array of appointments /Appointment
List Agents Returns an array of Agents /Agent
List Actions Returns an object containing the count of actions, and an array of action objects for a given ticket. /Actions
Halo PSA API Request Generic action for making authenticated requests against the Halo PSA API

{% hint style="success" %} Got an idea for a new Integration? Rewst is constantly adding new integrations to our integrations page. Submit your idea or upvote existing ideas here in our Canny feedback collector. {% endhint %}