Connect Halo

When Halo is connected, you can link a Leysa request to a ticket. When the request finishes, Leysa adds a private note to that ticket saying what happened.

You connect Halo in two steps. First you make an API application for Leysa in Halo. Then you enter its details in Leysa.

Before you start

• Time needed: About 5 minutes
• Your role in Leysa: Owner or Admin
• Your role in Halo: Administrator
• What you will copy from Halo: Your Halo address, a Client ID and a Client Secret

Two things to know:

• Leysa's notes appear under the name of one Halo agent. You choose that agent in Step 1.
• Only one service desk can be connected at a time. If Jira Service Management or Freshservice is connected, disconnect it first.

Step 1: Make an API application in Halo

1. In Halo, open Configuration, then Integrations, then Halo API.
2. Click View Applications, then New.
3. Name the application Leysa.
4. For the authentication method, choose Client ID and Secret (Services).
5. For the login type, choose Agent. Then pick the agent whose name Leysa's notes should show.
6. Under Permissions, tick read:tickets and edit:tickets. Leave everything else unticked.
7. Click Save.
8. Copy the Client ID and the Client Secret.

The finished application in Halo. The authentication method is Client ID and Secret (Services), and the login type is Agent.

On the Permissions tab, only read:tickets and edit:tickets are set to Yes.

Step 2: Enter the details in Leysa

1. In Leysa, go to Integrations → Halo.
2. Enter your Halo address. This is the address in your browser when you are signed in to Halo, for example https://yourcompany.haloitsm.com.
3. Paste the Client ID and the Client Secret.
4. Click Connect Halo.

Halo is in the Service desk section of the Integrations page.

The three details to enter. The Client Secret is hidden as you type.

Leysa checks the details with Halo before it saves them. If Halo accepts them, Halo shows as Connected.

Check it worked

• The Halo page in Leysa shows Connected, with your Halo address, who connected it and when.

• Open any automation. A Ticket box now appears on the form. Type a ticket number such as SR-0004002, or words from its title, and the ticket appears in the results.

What Leysa can do

Leysa can read tickets and add notes to them. Nothing else.

• Its notes are private. The end user does not see them, and no email is sent.
• Its notes never include passwords or password links.
• Leysa keeps only the ticket number, not the ticket's contents.
• The Client Secret is stored encrypted.

If something goes wrong

If Halo does not accept the details, check these in order:

1. Did you click Save in Halo? A new Client Secret works only after you click Save on the API application. This is the most common cause.
2. Is the address right? It must start with https:// and match the address in your browser when you are signed in to Halo.
3. Does the application have both permissions? It needs read:tickets and edit:tickets.
4. Is the login type Agent? Leysa cannot see tickets or add private notes with any other login type.

Other problems:

• A request in Activity says the ticket was not updated. The API application was changed, disabled or deleted in Halo. Check it, then click Update details on the Halo page in Leysa.
• The Connect button is missing. Another service desk is connected. Disconnect it first.

Change or remove the connection

• Change whose name the notes show: edit the API application in Halo and pick a different agent.
• Replace the Client Secret: make a new secret on the API application in Halo and click Save. Then in Leysa, go to Integrations → Halo, click Update details, and paste the new secret.
• Disconnect: on Integrations → Halo, click Disconnect. Leysa stops linking requests to tickets straight away.
• Remove Leysa from Halo as well: delete or disable the API application.

Related

• Link requests to service desk tickets