Integrating with HaloITSM PSA

Abe Bro
Abe Bro
  • Updated

Follow the steps below to create an integration between HaloITSM and Backup Radar.

Who can use this feature?
• Administrator users.
• Standard users (who have been granted access).
 
What you'll need:
• Admin access to a HaloITSM account.
Note: This article captures third-party steps and/or an interface that may have since been updated.  

Setting up your HaloITSM account

Creating your agent and role permissions

  1. First, create a new agent. In your HaloITSM account, click the Configuration button.
    Click Configuration.png

  2. In the left navigation menu, navigate to Teams & Agents Agents and click New.
    Teams and Agents > Agents > New.png

  3. Enter a name for your agent (e.g. Backup Radar), complete all the relevant information, and click Save to create a new agent.
    Name your Agent.png

  4. Next, create a new role. In the left navigation menu, navigate to Teams & Agents > Roles > New.
    Teams & Agents > Roles > New.png

  5. Enter the following information and click Save:
    Enter Role Name and Assign Agents.png
    a. Role Name: Enter a name for your role (e.g. BackupRadarRole).
    b. Agents that have this role: Assign the agent you just created to this role.

  6. Select Permissions and click Edit.
    Select Permissions and Click Edit Button.png

  7. Scroll down to the Feature Access section and configure the following permissions:
    Configure Feature Access Permissions.png
    a. Tickets Access Level: Select Read and Modify.
    b. Clients Access Level: Select Read Only.

  8. Scroll down to the Tickets Permissions section and configure the following permissions.
    Configure Tickets Permissions Permissions-1.png
    a. Can add new Tickets: Select Yes.
    b. Can edit closed Tickets: Select Yes.
    c. Can view Unassigned Tickets: Select Yes.
    d. Can view Tickets that are assigned to other Agents: Select Yes.

  9. Scroll down further, configure the following permissions, and click Save.
    Configure Tickets Permissions Permissions-2.png
    a. Can Delete Tickets: Select Yes.
    b. Can assign to Agents in Teams the Agent is not a member of: Select Yes.
    c. Can Edit Tickets Which Are Not Assigned To Them: Select Yes.

  10. Select Departments & Teams and click Edit.
    Select Departments & Teams and Click Edit Button.png

  11. Under Teams, click Add +.
    Under Teams, click Add.png
  12. Choose the teams (at least one) you would like to grant Backup Radar access to create tickets for, and click Save.
    Select 1st Line Support and or 2nd Line Support.png

  13. Click Save.
    Click Save.png

  14. Next, grant your new agent read-only access to the relevant assets. In the left navigation menu, click Asset Management Asset Groups.
    Asset Management > Assets Groups.png

  15. For every Asset Group associated with the backups you'd like to monitor with Backup Radar, click into it and select Access Control.
    Click Access Control.png

  16. Click Add, configure the following options to grant your new agent read-only access to this group, and click Save:
    Grant Agent Read Only Access.png
    a. Role or a specific agent/team/department: Choose Role.
    b. Assign to: Choose the new agent you created.
    c. Choose Access Level: Choose Read Only.

  17. Next up: Retrieving your Server Address, Client ID, and Client Secret!

Retrieving your Server Address, Client ID, and Client Secret

  1. In the menu icon screen, click the Configuration button.
    Click Configuration.png

  2. In the left navigation menu, navigate to Integrations > HaloITSM API.
    Integrations > HaloITSM API.png

  3. Make a note of the server address that appears under Resource Server (not including "/api") and click View Applications.
    Note your Resource Server Address (not including API) and click View Applications.png

  4. In the top right corner, click New.
    Click New.png

  5. Make the following configurations and click Save:
    Add Application.png
    a. Application Name: Enter a name for your application (e.g. Backup Radar).
    b. Authentication Method: Choose Client ID and Secret (Services).
    c. Client ID: Make a note of the Client ID.
    d. Client Secret: Make a note of the Client Secret.
    e. Login Type: Choose Agent.
    f. Agent to log in as: Choose the new agent you created in Creating your agent and role permissions (step 2).

  6. Click Permissions.
    Add API Permissions.png

  7. Enable read:tickets, edit:tickets, read:customers, and read:assets, and click Save.
    Required Permissions.png

  8. That's it for HaloITSM! Next, we'll set things up on the Backup Radar side.

Setting up your Backup Radar account

  1. In Backup Radar, click Integration > PSA Integrations.
    Integration and select PSA Integration.png

  2. Under the PSA Integration tab, click Configure.
    Under PSA Integration click Configure.png

  3. From the PSA Integration drop-down menu, select HaloITSM.
    PSA Sync Settings - HaloITSM.png

  4. Enter the following information you noted in Retrieving your Server Address, Client ID, and Client Secret and click Next Step.
    Enter Server Address, Client ID, Client Secret.png
    a. Server Address: Enter the Resource Server URL you noted earlier (make sure not to include "/api").
    b. Client ID: Enter the HaloITSM Client ID you noted earlier.
    c. Client Secret: Enter the HaloITSM Client Secret you noted earlier.

  5. Select the Customer Types and Customer Statuses you wish to sync to Backup Radar and click Next Step. These settings can be changed at any time.
    Note: We do not sync any other information beyond the company name.
    Company Sync Filters.png

  6. Configure your sync settings and click Next Step.
    Note: We recommend you sync the Server and Workstation, or Managed Workstation and Managed Server, depending on which naming convention you prefer on the configuration types, as shown below. These will be used to generate Device Types in Backup Radar. You can use the search to find them if you have an extensive list of options.
    Configuration Sync Filters.png

  7. The final step gives you an opportunity to preview which of your HaloITSM companies will be imported. Select Get companies to see this list.
    If there are any issues with the list, click Previous Step to go back and make the necessary adjustments. When you are ready to proceed you can select Confirm Integration.
    Company List Preview.png

 

You're done! When you see Completed.png next to the Ticketing Source section, this indicates that your company sync has completed and your PSA has been integrated successfully.

PSA Sync Complete.png

To make modifications to or delete your PSA integration, follow the steps in the following article: Modifying and Deleting a PSA Integration.

What’s next?

Now that you've set up your PSA application, your next step is to set up your ticketing defaults. See Setting up Ticketing Defaults for step-by-step instructions on how to do this.

 

Note: When creating ticketing defaults for your HaloITSM integration using the instructions in the article above, ensure that you configure the following two fields according to the settings in your HaloITSM account:
HaloPSA Ticketing Defaults.png
1. New Ticket Type: Choose the appropriate ticket type from a list of the standard and custom types associated with your HaloITSM account.
2. Default Team (optional): Leave this field blank if you granted Backup Radar access to all teams while creating your HaloITSM role permissions. Otherwise, choose the teams you granted Backup Radar access to create tickets for.

Any questions? Reach out to our friendly, neighborhood support team by submitting a support ticket.

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