HaloPSA integration

If you’re new to integrations in Rewst, read through our introductory integration documentation here.

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.

Why use the HaloPSA integration?

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.

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.

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. Client ID: Fill in the ID for the application registered in HaloPSA.

    2. Client Secret: Fill in the authentication secret for the application registered in HaloPSA.

    3. Resource Server Hostname: HaloPSA Resource Server hostname, e.g. example.halopsa.com.

    4. Auth Server Hostname: HaloPSA Auth Server hostname, e.g. example.halopsa.com/auth, if different from the Resource Server Hostname.

    5. Is On-Premise?: Clarify whether or not the HaloPSA instance is hosted on an on-premise server.

    6. 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.

The Resource Server Hostname and Auth Server Hostname must be in the correct format. Incorrect formatting will lead to setup failure.

Note that the links copied from HaloPSA contain https:// at their start. You'll need to remove this from the link before pasting into fields in Rewst. For the Resource server, you'll also need to remove the end of the link, /api. See the below example.

Resource Server Hostname: https://sanboxrewst.halopsa.com/api should be sandboxrewst.halopsa.com

Auth Server Hostname: https://sanboxrewst.halopsa.com/auth should be sanboxrewst.halopsa.com/auth

  1. Click Save Configuration.

  2. Rewst will do a quick validation of your input. Once completed, you'll see a new section beneath the configuration form for organization mapping. Complete your mapping as desired.

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.

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.

Crates related to the HaloPSA integration

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Bulk Create Client from PSA

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OpenAI Ticket Categorization

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Add Rewst Form Link to New User Request Tickets

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OpenAI Ticket Sentiment Analysis

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Add Rewst Form Link to Offboarding Request Tickets

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Assign Asset/Config to Ticket based on Contact

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Use OpenAI to Suggest Responses to New Tickets

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Browse Rewst Form Triggers within a Form and Attach to a Ticket

Troubleshooting HaloPSA integration setup

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.

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

You may need to uninstall and reinstall the Halo integration for the new permissions to take place.

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

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.

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.

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

HaloPSA actions and endpoints

For more on how actions work in Rewst, check out our introductory actions documentation here.

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

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.

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