HaloITSM

Flow Designer has a HaloITSM Incidents trigger and built-in HaloITSM steps to help you integrate Halo into your alert management and incident response flows.

HaloITSM Steps

The following steps are available:

  • Create Ticket: create a new ticket in Halo, populating it with information from the alert or any previous steps in the flow.
  • Update Ticket : update an existing Halo ticket as new information becomes available.
  • Add Action: add the outcome of an action to an existing Halo ticket.

To add a Halo step to your flow:

  1. Go to the Apps tab of the palette, expand the HaloITSM section, and drag the step you want onto the canvas.
  2. Connect the step to the previous step in the flow. This gives you access to the alert properties and outputs of previous steps when you configure this step's inputs.
  3. Double-click the step to edit it, and use the Setup tab to configure the inputs. You can use plain text and input variables (or both). See the following section for detailed information on the inputs, including which are required.
  4. On the Endpoint tab, configure the step to point to your HaloITSM instance.

Create Ticket

Use the Create Ticket step to automatically create a new ticket in Halo. Map outputs from previous steps to the inputs; at runtime, the values in the inputs are used to fill in the incident record.

Inputs

Inputs with an asterisk* are required.

Label

 Description

Authorization Tenant*

 Name of the tenant used to authorize HaloITSM API requests.
Category*

Case-sensitive category name for the ticket. Available values are: 

  • Account Administration
  • Account Administration>Application Access
  • Account Administration>Disable Account
  • Account Administration>Folder Access
  • Account Administration>Mail Access
  • Account Administration>New Account
  • Account Administration>New Distribution Group
  • Account Administration>New Mailbox
  • Account Administration>Password Reset
  • Account Administration>User Termination\\Leaver
  • Administration
  • Benefits
  • Cancelled
  • Closed/Resolved by Caller
  • Completed>Delayed
  • Completed>Successful
  • Completed>Unsuccessful
  • Business Applications
  • Hardware>Desk Phone
  • Hardware>Desktop
  • Hardware>Docking Station
  • Hardware>Fax Machine
  • Hardware>Headsets
  • Hardware>ID Badges
  • Hardware>Laptop
  • Hardware>Mobile Device
  • Hardware>Monitor
  • Hardware>Mouse/Keyboard
  • Hardware>Printer
  • Hardware>Projector
  • Hardware>Scanners
  • Hardware>Smartphone
  • Hardware>Standard Mobile Phone
  • Infrastructure>Data Connection
  • Infrastructure>Riverbed
  • Infrastructure>Router
  • Infrastructure>Server
  • IT Security Threats>Cylance
  • IT Security Threats>Email Spoofing
  • IT Security Threats>Investigations
  • IT Security Threats>Malware
  • IT Security Threats>Phishing Email
  • IT Security Threats>Ransomware
  • IT Security Threats>Software Vunerability
  • IT Security Threats>Virus
  • Learning & Development
  • Not Solved
  • Payroll
  • Performance
  • Recruitment
  • Rolled Back
  • Standard Applications>Adobe
  • Standard Applications>Adobe Writer
  • Standard Applications>CAD Applications
  • Standard Applications>Citrix
  • Standard Applications>Email
  • Standard Applications>Internet
  • Standard Applications>MS Office
  • Standard Applications>One Drive
  • Standard Applications>Operating System
  • Standard Applications>Other (Not Listed)
  • Standard Applications>Print Software
  • Standard Applications>RDS
  • Standard Applications>SAP
  • Standard Applications>SharePoint
  • Standard Applications>VPN Client
  • Telecommunications>BT Land Lines
  • Telecommunications>BT Mobile Services
  • Telecommunications>Cisco
  • Telecommunications>Skype for Business
  • Solved (Permanently)
  • Solved (Workaround)
  • Any custom category added directly to your Halo instance.
Client ID* Client ID of your HaloITSM application.
Client Secret* Client secret for your HaloITSM application.
Impact*

Numerical value of the impact level for the ticket. Available values are:

  • 1 - Organization Wide
  • 2 - Multiple Users Affected
  • 3 - Single User Affected
Site ID* Unique ID of the site the ticket belongs to.
Summary* Title of the ticket.
Urgency*

Numerical value for the urgency level of the ticket. Available values are:

  • 1 - High
  • 2 - Medium
  • 3 - Low
Agent ID Unique ID of the agent assigned to the ticket in Halo.
Details Detailed description of the ticket, up to a maximum of 20,000 characters.
Priority

Numerical value for the priority level to resolve the issue. Available values are:

  • 1 - Critical
  • 2 - High
  • 3 - Medium
  • 4 - Low

If undefined, Halo will generate a level based on your priority setup.
Status

Numerical value for the status of the ticket as set by Halo. Available values are: 

  • 1 - New
  • 2 - In Progress
  • 3 - Action Required
  • 4 - With User
  • 5 - With Supplier
  • 9 - Closed
  • 10 - With CAB
  • 12 - Open Order
  • 13 - Closed Order
  • 14 - Open Item
  • 15 - Closed Item
  • 16 - Invoiced
  • 17 - Awaiting Approval
  • 18 - Approved
  • 19 - Rejected
  • 20 - Draft
  • 21 - Updated
  • 22 - Re-Opened
  • 23 - Awaiting RFC
  • 24 - RFC Completed
  • 25 - Change Overdue
  • 26 - Awaiting Review
  • 27 - Scheduled
  • 28 - On Hold

Outputs

These outputs are available as inputs to steps further along the flow.

Label

 Description

Ticket ID

 Unique ID of the ticket in Halo.

Update Ticket

Use the Update Ticket step to automatically update information on an existing Halo ticket. Map outputs from previous steps to the inputs to create the update. Any inputs excluded from the request retain their current values.

Inputs

Inputs with an asterisk* are required.

Label

 Description

Authorization Tenant*

 Name of the tenant used to authorize HaloITSM API requests.
Client ID* Client ID of your HaloITSM application.
Client Secret* Client secret for your HaloITSM application.

Ticket ID*

 Unique ID of the ticket in Halo.
Agent ID Unique ID of the agent assigned to the ticket in Halo.
Category

Category of the ticket. For example, Hardware>Printers. The category name is not case-sensitive for ticket update.

  • Account Administration
  • Account Administration>Application Access
  • Account Administration>Disable Account
  • Account Administration>Folder Access
  • Account Administration>Mail Access
  • Account Administration>New Account
  • Account Administration>New Distribution Group
  • Account Administration>New Mailbox
  • Account Administration>Password Reset
  • Account Administration>User Termination\\Leaver
  • Administration
  • Benefits
  • Cancelled
  • Closed/Resolved by Caller
  • Completed>Delayed
  • Completed>Successful
  • Completed>Unsuccessful
  • Business Applications
  • Hardware>Desk Phone
  • Hardware>Desktop
  • Hardware>Docking Station
  • Hardware>Fax Machine
  • Hardware>Headsets
  • Hardware>ID Badges
  • Hardware>Laptop
  • Hardware>Mobile Device
  • Hardware>Monitor
  • Hardware>Mouse/Keyboard
  • Hardware>Printer
  • Hardware>Projector
  • Hardware>Scanners
  • Hardware>Smartphone
  • Hardware>Standard Mobile Phone
  • Infrastructure>Data Connection
  • Infrastructure>Riverbed
  • Infrastructure>Router
  • Infrastructure>Server
  • IT Security Threats>Cylance
  • IT Security Threats>Email Spoofing
  • IT Security Threats>Investigations
  • IT Security Threats>Malware
  • IT Security Threats>Phishing Email
  • IT Security Threats>Ransomware
  • IT Security Threats>Software Vunerability
  • IT Security Threats>Virus
  • Learning & Development
  • Not Solved
  • Payroll
  • Performance
  • Recruitment
  • Rolled Back
  • Standard Applications>Adobe
  • Standard Applications>Adobe Writer
  • Standard Applications>CAD Applications
  • Standard Applications>Citrix
  • Standard Applications>Email
  • Standard Applications>Internet
  • Standard Applications>MS Office
  • Standard Applications>One Drive
  • Standard Applications>Operating System
  • Standard Applications>Other (Not Listed)
  • Standard Applications>Print Software
  • Standard Applications>RDS
  • Standard Applications>SAP
  • Standard Applications>SharePoint
  • Standard Applications>VPN Client
  • Telecommunications>BT Land Lines
  • Telecommunications>BT Mobile Services
  • Telecommunications>Cisco
  • Telecommunications>Skype for Business
  • Solved (Permanently)
  • Solved (Workaround)
  • Any custom category added directly to your Halo instance.
Details Detailed description of the ticket, up to a maximum of 20,000 characters.
Impact

Numerical value of the impact level for the ticket. Available values are:

  • 1 - Organization Wide
  • 2 - Multiple Users Affected
  • 3 - Single User Affected
Priority

Numerical value for the priority level to resolve the issue. Available values are:

  • 1 - Critical
  • 2 - High
  • 3 - Medium
  • 4 - Low

If undefined, Halo will generate a level based on your priority setup.
Site ID Unique ID of the site the ticket belongs to.
Status

Numerical value for the status of the ticket as set by Halo. Available values are: 

  • 1 - New
  • 2 - In Progress
  • 3 - Action Required
  • 4 - With User
  • 5 - With Supplier
  • 9 - Closed
  • 10 - With CAB
  • 12 - Open Order
  • 13 - Closed Order
  • 14 - Open Item
  • 15 - Closed Item
  • 16 - Invoiced
  • 17 - Awaiting Approval
  • 18 - Approved
  • 19 - Rejected
  • 20 - Draft
  • 21 - Updated
  • 22 - Re-Opened
  • 23 - Awaiting RFC
  • 24 - RFC Completed
  • 25 - Change Overdue
  • 26 - Awaiting Review
  • 27 - Scheduled
  • 28 - On Hold
Summary Title of the Halo ticket.
Urgency

Numerical value for the urgency level of the ticket. Available values are:

  • 1 - High
  • 2 - Medium
  • 3 - Low

Outputs

This step has no outputs.

Add Action

Use the Add Action step to add an action and outcome to an existing Halo ticket.

Inputs

Inputs with an asterisk* are required.

Label

 Description

Authorization Tenant*

 Name of the tenant used to authorize HaloITSM API requests.
Client ID* Client ID of your Halo application.
Client Secret* Client secret for your Halo application.
Outcome* The value of the Outcome field is used as the title of the action in Halo.

Ticket ID*

 Unique ID of the ticket in Halo.
Note Additional information about the action that is displayed below the Outcome on the Halo ticket . If a note exceeds 20,000 characters at runtime, it will be truncated in the timeline.

Outputs

This step has no outputs.

HaloITSM Incidents trigger

The built-in HaloITSM Incidents trigger initiates a flow when it receives a request from a HaloITSM webhook.

Add the HaloITSM Incidents trigger to the canvas

  1. Go to the Triggers tab in the palette, expand the App Triggers section, and drag the trigger onto the canvas.
  2. Double-click the trigger (or click the pencil icon).
  3. Set the authenticating user, and then copy the URL and Configuration Payload — you'll use these to set up the webhook in HaloITSM. Alternatively, you can create an integration user to use as the authenticating user.

  1. Click the Flood Control tab to edit the trigger's default flood control settings. For more information about these settings, see Trigger Flood Control.
  2. Click Done.
  3. On the flow canvas, connect the steps you want to run when xMatters receives a request to that URL.

You're now ready to configure HaloITSM to target the trigger.

Configure URL

To have HaloITSM send alerts to the flow trigger, you need to configure two webhooks and set them to use the trigger URLs. One webhook is for Halo tickets with an assigned agent, and the other is for tickets without an assigned agent.

First let's create a webhook for Halo tickets with assigned agents.

  1. In Halo, go to Configuration > Integrations > Webhooks.

  2. In the top-right corner, click New.

  3. On the New Webhook window, give the webhook a unique name. For example, "xMatters - Assigned" or "xMatters - Unassigned".
  4. In the Payload URL field, paste the trigger URL.
    • Add the target names of any recipients you want to notify when the alert fires. You can either add them to the end of the URL, or in the Parameters tab.
      • For URL authentication, use an ampersand to attach recipients. For example, if you want to notify Emma Pearson and the on-call members in the group responsible for the Antares service, you'd add &recipients=epearson,antares to the URL.
      • For other authentication types, use a question mark to attach recipients. For example, if you want to notify Barry Gull and the on-call members in the group responsible for the Cassiopeia service, you'd add ?recipients=bgull,cassiopeia to the URL.
      • You must URL-encode any special characters or spaces in the target names.

  5. Ensure the Enabled checkbox is selected and the Use a custom payload is deselected.

    6. Use the Events section to add any business rules for the webhook. A business rule is logic that determines when the webhook is used. The following steps describe creating a business rule for when a new ticket is logged in Halo.

  6. In the Events section click Add.
  7. On the New Event window, expand the Event drop-down menu and select New Ticket Logged.

  8. Click Add to add the following criteria to the event: 
    • For tickets with assigned agents:
      • Field: Agent
      • Rule Type: Is equal to
      • Value: Name of the assigned agent.
    • For tickets unassigned to agents: 
      • Field: Agent
      • Rule Type: Is equal to
      • Value: Unassigned
  9. Click Save to save the Event and return to the New Webhook window.
  10. Click Save.
  11. Repeat steps 2 - 10 to create a webhook for the Unassigned Agent.

Outputs

The trigger has the following outputs you can use as inputs to steps further along the flow.

Label

 Description

Recipients

 List of targeted recipients. Recipients are set by adding a recipients query parameter to the trigger URL when you configure the webhook in HaloITSM. See the instructions for configuring the webhook for details.
Agent Name of the agent assigned to the Halo ticket.
Agent ID Unique ID of the agent assigned to the Halo ticket.
Details Detailed description of the Halo ticket.
Priority Priority level of the ticket.
Status Status of the ticket as set by Halo.
Summary Title of the ticket.
Ticket ID Unique ID of the Halo ticket.
Type Type of Halo ticket. For example, Incident or Change Request.
Raw Request JSON representation of the request. You can parse the raw request if you need additional details beyond the standard outputs.