Setting Up the HaloPSA Integration with CloudRadial

The Halo PSA integration is currently in Preview mode. It may contain bugs, malfunctions, and other limitations. As we work to improve upon the integration for a fully supported release, please report all bugs and direct any feature requests to support@cloudradial.com

Connecting your HaloPSA instance (henceforth just referred to as "Halo") to your CloudRadial tenant allows you to submit tickets from CloudRadial to Halo as a part of your client portal experience.

Integrating the two will also allow you to sync users into CloudRadial from customers listed in Halo. 

• Creating and Configuring an API Key in Halo
• Tying the API Key to CloudRadial 
  • Setting up the Connection Information Section
  • Setting up the Ticket Settings Section
• Tying Halo to Specific Companies in CloudRadial 

Step 1: Creating and Configuring an API Key in Halo

To connect the data between the two systems, start by gathering the necessary data from Halo.

1. Log into your HaloPSA instance
2. Navigate to Configuration > Integrations > HaloPSA API
3. Take note of your Resource Server, Authorisation Server, and Tenant - and copy them down exactly as they are shown. These will be important in a later step.
   
   
   
   
4. Under the Applications menu, select the View Applications button
5. Select the New button at the top right
6. Complete the following configuration options to generate an appropriate API key 
   • For Application Name, enter your desired name. We recommend Client Portal
   • Ensure that the Active checkbox is ticked on
   • For the Authorization Method, select Client ID and Secret (Services)
   • Copy your Client ID and Client Secret keys. They will not be visible after this step. 
   • For Login Type, select Agent
   • For Agent to log in as, select a system admin within your HaloPSA instance with full permissions
     
     
7. Next, navigate to the Permissions tab at the top
8. Select the first option for All
9. Select the Save button to finalize your changes
   • There is no need to modify the Security tab of the API area. You may skip this part. 

At this point, you should have your Tenant, Client ID, and Client Secret copied down. Now, we'll plug those values into CloudRadial. 

Step 2: Tying the API Key to CloudRadial 

1. Log into your CloudRadial tenant
2. Navigate to Partner > Settings and select the PSA option at the top right, under the Setup column
   
   
   
   
3. Select Halo for the PSA

Setting up the Connection Information Section

1. Fill out the Connection Information section
   • Enter the Halo Tenant from your instance (Ex: cloudradial)
   • Enter the Halo URL of your instance.
     • You can get this by copying the URL when in your Halo instance.
   • Enter the Client ID that you gathered earlier
   • Enter the Client Secret that you gathered earlier
   • Now, you will see the text button to Test Credentials. Select the option and ensure that you get a green "OK" message stating your connection was successful.
     • If not, double-check the steps in the first part of these instructions and create a new API key
     • If the system is still not working, please reach out to support@cloudradial.com for assistance

Setting up the Ticket Settings Section

• For Statuses for "Client Closed / Ticket is Resolved":
  • List one or more statuses that indicate the ticket is closed and should be marked as such. Tickets matching this status (or statuses) will display under the Closed tab within the ticket view under Support > Support Tickets.
    
    
• For Statuses for "Ticket Waiting":  
  • Ensure that CloudRadial will flag the status(es) listed here as needing attention. Typically, this is used for approval workflows to let people know there is an action to be taken (such as approve, deny, escalate, etc).
    
    
  • These statuses must already exist in the PSA. This will do the following:
    
    • Allow the ticket with the waiting status to show up under the Waiting tab (under Support > Support Tickets) for better visibility
      
      
• For Status for "Client Comments":
  • Sets the status to whatever is filled in this field, should a client comment on a ticket from within the portal.
    
    
• For Exclude Ticket Statuses:
  • Select any statuses to be invisible within the portal and therefore NOT display in the ticket view area.
    
    
• For Priority for "User Priority":
  • Set the default priority level for users marked as "priority". More information on this can be found in this article. 
    
    
• For Add internal alerting note when file is attached to ticket?:
  • Check the box to allow internal alerting when files are added from the portal to Halo.
    
    
• For Other Settings: Send email advisories on failed ticket submissions?
  • As a best practice, we recommend having these go to an individual or distribution group. Sending advisories to a catch-all PSA email address, like a support email, can work - however, be advised that advisory emails will not be attributed to the submitting user and will need to be manually attributed.

    Please note: Advisory emails are not intended to fix errors in submission. They are there as stopgaps to ensure that a user's ticket makes it to the Partner while giving the Partner ample time to fix the routing issue(s) in CloudRadial.

    
                       

Step 3: Tying Halo to Specific Companies in CloudRadial

Once the connection has been secured, we will need to use PSA identifiers to ensure that users and ticket data are matched with the correct company in CloudRadial.

1. Navigate to Partner > Clients in CloudRadial
2. Select the 3 blue-dot menu on an existing client
3. Select Edit
   
                                  
   
   
4. Once in the Company panel, look for the PSA Company Identifier field under the Details tab
   
   • Note:  Steps 4-8 apply both when editing an existing client in CloudRadial or when adding a brand new one, via the +Add button at the top right of Partner > Clients. 
5. Use the Lookup button to find their company identifier in Halo
6. Press enter on the blank field to load all companies, or type the letters of the company you're trying to find, and then press enter
   
   
   
   
7. Select the corresponding company 
8. The ID will now be in place. Select Submit at the bottom of the company panel to finalize the PSA identifier assignment.

The data from HaloPSA will now be flowing into the relevant (and currently supported) areas of CloudRadial. Simply repeat the ID entry steps for any loaded-up clients or for new clients added to the portal.