HaloPSA Setup Guide

Purpose

This document outlines the standardized steps for setting up an API integration between HaloPSA and Mizo, including agent, application and custom ticket tab creation.

Section 1 – Setting up the base configuration in Mizo Console

Step 1: Configure Integration in Mizo

1. Log into the Mizo console.
2. In the left-hand menu, go to Integrations.
3. Select HaloPSA from the list.

Step 2: Enter HaloPSA configuration

1. Instance URL:
   • Your HaloPSA instance URL (e.g., https://{{your_company_name}}.halopsa.com)
2. Client ID:
   • Will be covered in section 2.
3. Client Secret:
   • Will be covered in section 2.
4. Mizo Ticket Tab Secret:
   • Will be covered in section 2.
5. Interface Language:
   • Select your preferred language.

Keep the configuration open in a browser tab, as it will be modified in the next sections.

Section 2 – Creating the HaloPSA Mizo Agent

Step 1: Log in to HaloPSA

• Sign in to your HaloPSA instance using an account with Administrator rights.

Step 2: Create a Security Role for the Integration

1. Navigate to Configuration > Teams & Agents > Agents.
2. Click New to add a new agent.
3. Configure the new agent (fields not listed below should keep their default value):
   • Username: Mizo Agent
   • Password: Keep blank.
   • Use AD authentication: No
   • Roles: Administrator
   • Is an API-only Agent: Yes
   • First Name: Mizo
   • Surname: Agent
   • Initials: MZO
   • Default Team: Triage
   • Work Hours: 24 Hours
4. Click Save.

Step 3: Add a new Application

This application allows Mizo to view and update tickets

1. Navigate to Configuration > Integrations > HaloPSA API > Applications.
2. Click New to add a new application.
3. Configure the application:
   • Application Name: Mizo
   • Authentication Method: Client ID and Secret (Services)
   • Client ID and Client Secret: Copy the values and paste them in your HaloPSA Integration Configuration in the Mizo Console.
   • Login Type: Agent
   • Agent to log in as: Mizo Agent
   • In the Permissions tab, check the all box.
     • Note: It might be possible to provide it with less permissions, but would require some exploration to see which ones are actually required.
4. Click Save.

Step 4: Create the Custom Mizo Tab

This tab will display Mizo’s analysis and actions

1. Navigate to Configuration > Custom Objects > Custom Tabs.
2. Click New to create the new custom tab.
3. Configure the custom tab:
   • Tab Name: Mizo
   • Sequence: 1 (or higher if you want it to be displayed after other tabs)
   • Type: Iframe
   • Url: Copy the Mizo Ticket Tab Url field from the Mizo Console and paste it here.
   • Check the Send secure URL parameter box.
   • Iframe secret: Copy and paste it in your HaloPSA Integration Configuration in the Mizo Console.
4. Click Save.

Step 5: Configure Ticket Types for Mizo

1. Navigate to Configuration > Tickets > Ticket Types.
2. Click on a ticket type you want to add the Mizo tab for and click Edit.
   1. We recommend selecting at least your Triage, Incident and Service Request ticket types
3. Configure the ticket type:
   1. Open the Allowed Values tab.
   2. Scroll down to the Custom Tabs section.
   3. Click Add.
   4. Select Mizo.
   5. Click Save.
4. Click Save at the top.
5. Repeat steps 2-4 for each other ticket type you want to configure.

Section 3 – Complete the HaloPSA Integration Configuration in Mizo

Step 1: Validate the HaloPSA Integration

1. Go back to your HaloPSA Integration Configuration in the Mizo Console.
2. Click Save.
   • A green message should appear, validating that the HaloPSA API is properly reached.
   • If a red error message appears, validate that your values are correct (regenerating secrets if needed).
3. Scroll down to the Scope section and enable all the ticket types you configured in Step 5 of Section 2 and click Save.
4. (Optional) Also set the Assignable Ticket Types that Mizo should consider for assignation.
5. (Optional) On the left menu, go to the Automation page and check the automation features you want to be enabled.

Section 4 - Create the WebHook to process tickets

Step 1: Configure the certificate

1. In the WebHook Configuration section in the Mizo console, click on the Generate certificate button. This should download a pfx file on your computer.
2. Copy the password below the button.
3. Open the new certificate page of HaloPSA:
   • Go back to HaloPSA.
   • Navigate to Configuration > Advanced Settings.
   • Scroll down until you see a Certificates button and click it.
   • Click New.
4. Configure the certificate:
   • Name: Mizo
   • Pfx: Upload the pfx file you just downloaded.
   • Password: Paste the password copied in step 1.2.
5. Click Save.

Step 2: Configure the WebHook

1. Navigate to Configuration > Integrations > WebHooks.

2. Click New.

3. Configure the WebHook:

    1. WebHook name: **Mizo new ticket**
   

   • Payload URL: Copy the Mizo WebHook URL displayed above the button you clicked on step 1 and paste it here.
   • Authentication: Sign Request Body with a X.509 Certificate
   • Certificate: Mizo
   • In the Events section and click Add.
   • Choose the event of type New Ticket Logged and click Save.
   • Click Save.

Section 5 - Test the complete setup

Step 1: Create a new ticket

1. At the top of any page on HaloPSA, click New Ticket.
2. Choose a Ticket Type that has been configured in section 2.4.
3. Fill the rest of the fields with any information.

Step 2: Verify if the WebHook detected the new ticket

1. Navigate to Configuration > Integrations > WebHooks.
2. Select the Mizo new ticket WebHook.
3. Open the Deliveries tab.
4. Make sure the ticket you created is listed here and that the response is 200.
   • If it is not the case, you should contact Mizo’s technical support.

Step 3: Validate the ticket

1. Navigate to Service Desk > Triage.
2. Select the ticket you created.
3. Open up the Mizo tab.
4. Information about the ticket generated by Mizo should be shown.
   • If an error pops up, you should contact Mizo’s technical support.