Setup Instructions for Halo PSA

Prerequisites

• Create a User to be used for SaaS Alerts
• Add an API Application within Halo PSA
• Connect Halo PSA to SaaS Alerts

Create a User for SaaS Alerts

1. Log into Halo PSA as an administrator, navigate to: Configuration > Teams & Agents > Agents
2. Click New, and fill in the following details:
   1. Username: saasalerts_api
   2. Password: <Set a VERY strong password>
   3. Use AD authentication: No
   4. Roles: Administrator (this will be locked down via API permissions later)
   5. Is an API-only Agent: Checked
   6. Default Team: *No Default Team*
   7. Work Hours: 24 Hours
   8. Can approve Purchase Orders: Unchecked
      
      
3. Click Save.

Add an API Application for SaaS Alerts

1. Log into Halo PSA as an administrator, and navigate to: Configuration > Integrations > HaloPSA API 
2. Copy and store the Tenant value and the Resource Server value.
3. Then, click on View Applications.
4. Click on New, and fill in the following details:
   1. Name: SaaS Alerts
   2. Authentication Method: Client ID and Secret (Services)
   3. Login Type: Agent
   4. Agent to log in as: saasalerts_api
      
      
5. Copy the Client ID and the Client Secret and store it somewhere safe.
6. Click Save.
7. Click on the Permissions tab, and place a check in each of the following:
   1. admin:webhooks
   2. Read:tickets
   3. Edit:tickets
   4. Read:customers
   5. Read:contracts
   6. Edit:contracts
   7. Read:items
   8. Edit:items
      
      
8. Click Save.

Connect Halo PSA to SaaS Alerts

Initial Connection and Authentication

1. Log into SaaS Alerts as an Admin and navigate to Settings > PSA & Email
2. Click on Add PSA and choose Halo.
3. Populate the Set Credentials screen with the data you stored earlier and click Next.
4. Correct any authentication errors if there are any, and then move on to the next step.
   
   

(Note: the “/api” from the end of the Resource Server value from earlier is not needed in the URL field)

The Account Mapping Screen

The Account Mapping Screen allows you to map the Organizations in SaaS Alerts to the Customers in Halo PSA. This mapping will be used for Tickets as well as Contract purposes.

1. The Attach Contacts to Tickets on Creation toggle enables SaaS Alerts to set the User on the ticket creation, rather than leaving that field blank in the ticket. Pay special attention to any automation rules that you have that alert end-users on ticket creations, because this can be noisy if you have those.
   
   
2. The Customer Default is used to set the Customer field on ticket creation when a specific mapping does not exist. Any SaaS Alerts Organization that is not mapped to a Halo PSA Customer will have tickets created against the Catch All PSA Customer, which by default will assign to Unknown in Halo PSA.
   
   
3. The Default Contact (Optional) - when Attach Contacts to Tickets on Creation is toggled on - allows you to set a specific contact from the default company to be assigned on ticket creation. (Note: this setting is not used very often.)
   
   
4. The Customer Mapping section is divided into four different tabs. The Unmapped tab shows you all PSA Customers that have not been mapped to a SaaS Alerts Organization. The Mapped tab shows all PSA Customers that have been mapped. The Ignore tab shows any PSA Customers that you have removed from the Unmapped tab by ignoring them. The All, shows all of the above in one view.
   
   
5. If a PSA Customer and SaaS Alerts Organization are very similar, mappings will be suggested for you. You can choose to accept each individual mapping suggestion, or all suggestions by clicking on the Map All identical Matches. If a match is not automatically suggested for you, choose the appropriate SaaS Alerts Organization from the drop down.
   
   
6. In the event that you have a PSA Customer that has not been created in SaaS Alerts and is not available in the SaaS Alerts Organizations drop down, you can choose Create Organization from the Actions menu for that PSA Customer, and it will be created within SaaS Alerts and automatically mapped.
   
   
7. In the event that you would like to have every ticket for a specific PSA Customer assigned to a specific User, you can choose to do that with the Default Contact (optional) drop down for that PSA Customer. (Note: this setting is not used very often.)
   
   
8. If you do not want to see a PSA Customer in the Unmapped tab, you can choose Ignore from the Action menu for that PSA Customer.

Once you have mapped all of the PSA Organizations and SaaS Alerts Organizations, click Next to move on to the next section.

The Service Parameters Screen

The Service Parameters screen sets the defaults for ticket generation from SaaS Alerts.

1. Most of the settings on this screen are specific to Halo PSA and will be set according to your particular needs, automations and workflows for triaging tickets generated from SaaS Alerts. Required fields are marked as such with an asterisk.
   
   
2. Group alerts by is an important field to understand. When set to User, the first alert for a specific user will create a ticket in Halo PSA. Until that ticket is closed, all subsequent alerts for that particular user will be added as actions within that initial ticket. The upside to the User setting is that you will have fewer tickets created by SaaS Alerts because all alerts for that user will be stored as activities within the initial ticket. The downside to the User setting is that it is possible that a critical alert is missed because it is buried in a ticket that was opened for a less critical alert. User+Alert, which is the default and recommended setting, is similar, except that a ticket will be opened for each alert type for each user. For instance, a failed logon attempt for user “Jane” would have all instances of failed logon attempt added as an activity within the initial ticket, while a login outside approved location would create an entirely new ticket for “Jane”.
   
   
3. The Alert to Ticket Type/Ticket Category custom mapping (optional) section exists to aid in optimization of workflow based on different alert types. This section allows you to select a specific SaaS Alerts Event and map it to a specific Ticket Type and Ticket Category within Halo PSA. You can map as many alerts as you would like here, and they will override the default Ticket Type and Ticket Category in the Ticket Defaults section.

Once you have configured the Service Parameters to your requirements, you can choose to click Finish to complete the wizard.

NOTE: Ticketing is the first step of our Halo PSA integration. Contract mapping as well as billable account synchronization into Contacts will be coming “soon”. Sit tight.

Testing the Halo PSA Integration

There is a button called Generate Test Events within the Settings -> PSA & Email section. This button will allow you to create test events to ensure that the Halo PSA integration is working as expected. This is extremely helpful when testing specific Alert to Ticket Type/Ticket Category mappings, as you may need to test a specific event that is difficult to trigger in the native application.

1. 1. Select the Organization and the Account in which you want to test with.
   2. Next, select the Location for the user.
   3. Select the Event(s) you want to generate.
   4. Click Create Events and then wait for the Go to Analyze button to activate.
   5. You will be brought to the Analyze screen where you can see the test events that were generated and receive a link to the Halo PSA ticket that was created for the events. If there are any errors, you will see those here as well.