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AurionAI

HaloITSM

5 min readBy Emmanuel Yazbeck

Connect HaloITSM so that the AI voice agent can find callers, create and update tickets and search your knowledge base in Halo.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile.
  • Your Halo address. For a haloitsm.com instance, you need only the first part, for example northwind. For a trial or a self-hosted instance, you need the full host name, for example northwind.trial.usehalo.com.
  • A Halo API application with a client ID and a client secret. AurionAI signs in with these two values and asks for the scope all.
  • Optional: the Halo IDs of the close outcome, of the open status and of the change request ticket type.

Connect HaloITSM

  1. In the sidebar, select Configuration.

  2. Open the Integrations category and select Providers.

  3. In the ITSM Integration section, select Set up an ITSM provider. If a tool is already connected, select Edit credentials on its card.

  4. In Provider Type, select HaloITSM.

  5. In Instance Name, type the first part of your Halo address, or the full host name. Do not type an IP address.

  6. Optional: in the HaloITSM Ticket Lifecycle Settings box, fill in the IDs:

    • Close Outcome ID: the outcome that AurionAI uses to close tickets.
    • Open Status ID: the status that AurionAI uses to reopen tickets.
    • Change Request Type ID: the ticket type that AurionAI uses for change requests.

    Leave a field empty to use the AurionAI default.

  7. In Client ID and Client Secret, paste the values of your Halo API application.

  8. Select Test Connection. Wait for Connection successful with the provided credentials.

  9. Check the Capabilities switches. Read Connect your ITSM and CS tools.

  10. Select Save.

The connection dialog with the HaloITSM fields.

The first time you save, AurionAI opens the field mapping. On a new Halo installation, set the Outbound ticket defaults there. Read Map provider fields.

When you edit a saved connection, the dialog shows Credentials stored. Leave the client ID and the client secret empty to keep the saved values.

How AurionAI fills new Halo tickets

A default Halo installation refuses a new ticket without an impact, an urgency and a category. AurionAI sends these three fields on every new ticket:

  • The category comes from your active Halo categories. AurionAI first looks for a category that matches the problem of the caller. Otherwise it uses a general category.
  • If AurionAI cannot read your categories, it uses impact 2, urgency 2 and the category General. It tries to read the categories again on the next ticket.

A category or a value that you choose yourself always wins.

Test the connection and create a test ticket

  • Select Test connection on the card. The card shows Connection successful. or the reason of the failure.
  • Select Create a test ticket to create a real ticket in Halo. The ticket has the subject "AurionAI - Configuration Test". Delete it in Halo afterwards.

Change or remove the connection

  • To replace the credentials, select Rotate ITSM credentials. Paste the new values in HaloITSM Client ID and HaloITSM Client Secret. Select Test Connection, then Rotate. AurionAI keeps the previous values.
  • To go back to the previous credentials, select Rollback to previous credentials and confirm.
  • To remove the connection, select Remove integration and confirm. You cannot undo this.

Result

The card shows HaloITSM and Connected. AurionAI tests the connection each time you save. Calls that start after you save use the new settings.

If something goes wrong

  • Invalid credentials. Check your API key or client secret. Halo refused the client ID or the client secret. Check both values in your Halo API application.
  • Missing required permissions. Contact your ITSM administrator. The API application, or the agent it runs as, does not have permission for tickets. Check the permissions of the application in Halo.
  • Rate limit exceeded. Try again later. Halo limits the number of requests. Wait a moment and test again.
  • Cannot reach the provider. Check the API URL and network connectivity. AurionAI cannot reach the address. Check the instance name. For a trial instance, type the full host name.
  • Instance name is required — a subdomain, or a full hostname (letters, numbers, hyphens and dots) Type a subdomain or a full host name. An IP address is not accepted.
  • Enter credentials above before testing. The test in the dialog needs the client ID and the client secret. Paste them, even when they are already saved.
  • Halo refuses new tickets because the impact, the urgency or the category is mandatory. Make sure that your Halo has active categories. Then set the Outbound ticket defaults in the field mapping.
  • The voice agent cannot reopen tickets. Set Open Status ID to the ID of an open status in your Halo.
  • The voice agent cannot close tickets. Set Close Outcome ID to the ID of a closing outcome in your Halo.
  • The voice agent cannot create change requests. AurionAI finds the change request type on its own only when your Halo has exactly one ticket type named Change Request. Otherwise set Change Request Type ID.
  • Ticket test failed, with a message that the connection is not verified. Test the connection first. If the test fails, correct the settings and save them.
  • Failed to save integration settings, with a message that you must enter the credentials again. You changed the Halo address. Paste the client ID and the client secret again, then save.

Still stuck? Submit a request or .