Knowledge source

HaloITSM ticket data import (Beta)

This integration is in Beta. It is read-only: Ploy reads the Halo tickets you mark as access requests, so that Luna can learn from them and Ploy can measure how long access requests take. It never creates, updates or deletes anything in Halo.

This is not the HaloITSM ticketing integration that raises Ploy tickets in Halo and syncs their status back. For that, see HaloITSM Ticketing Integration under Ticketing Systems.

What Ploy imports

  • Access request tickets changed in the last 12 months, from the ticket types and categories you choose. For each ticket Ploy stores the summary, details, status, ticket type, category, priority, requester, agent, approval status, logged time and the key dates (logged, assigned, first response, closed and last action), plus the time to first response and the time to completion. These are imported as knowledge for Luna. After the first scan Ploy checks for changed tickets every 6 hours.

  • Monthly request metrics for the last 12 full months: access requests created, approved, declined and resolved, the total time from opening to closing, and the total time agents logged. These are recalculated once a day.

Time from a request to its approval decision is not included yet.

Before you begin

  • You need to be a Halo administrator who can create API applications (Configuration > Integrations > Halo API).

  • Your Halo must be hosted by Halo, at an address ending in haloitsm.com, halopsa.com, haloservicedesk.com or usehalo.com. Self-hosted Halo and custom domains are not supported yet.

  • Ploy sees only the tickets the chosen Halo agent can see. Pick an agent with access to every team that handles access requests.

  • Know how your access requests are identified in Halo: by ticket type, by category, or both.

Step 1: Create an API application in Halo

  1. In Halo go to Configuration > Integrations > Halo API > View Applications > New.

  2. Set the authentication method to Client ID and Secret (Services) and the login type to Agent, then choose an agent that can see your access request tickets.

  3. On the Permissions tab allow read:tickets. Nothing else is needed.

  4. Save, then copy the Client ID and the Client Secret. Halo may only show the secret once.

Step 2: Connect Halo to Ploy

  1. In Ploy go to Integrations, find HaloITSM and add it.

  2. Tick the Beta integration acknowledgement. Because the integration is in beta, Ploy may capture technical error details from this connection, including Halo's API responses with personal information removed, and use them only to debug and improve the integration. Nothing is shared outside Ploy.

  3. Enter your Halo address (the address you use to sign in, for example yourcompany.haloitsm.com), the client ID and the client secret.

  4. Ploy tests the connection by reading one ticket before you continue.

Step 3: Choose which tickets are access requests

  1. Which ticket types are access requests? Ploy reads tickets of the types you pick.

  2. Which categories are access requests? Ploy also reads tickets in these categories, whatever their type. Choosing a parent category includes everything under it.

Choose at least one ticket type or one category. If you pick nothing, Ploy reads nothing. When you change your choices later, the next scan reads the last 12 months again for the new selection.

Permissions and security

How the connection is secured

Ploy exchanges the API application's client ID and secret for a short-lived access token at https://<your-halo-address>/auth/token, asking only for read:tickets, and calls the Halo API at https://<your-halo-address>/api over HTTPS. You can revoke Ploy's access at any time by deleting the API application in Halo.

What Ploy calls

Ploy only reads. It lists tickets (for the connection test and both scans), and reads your ticket types and categories to fill the choices in Step 3.

What is not included

Ploy does not read Halo users, agents, roles, assets or knowledge base articles through this connection, and it has no access beyond what the chosen agent can see.

Troubleshooting

  • "Halo rejected the API application": check the client ID and secret, and that the application's Permissions tab allows read:tickets.

  • "Enter your Halo address": enter only the address, for example yourcompany.haloitsm.com, with no path after it. It must end in one of Halo's hosted domains listed above.

  • The ticket type or category lists are empty: the agent the API application logs in as may not be able to read them. Check its permissions in Halo, then reopen the setup.

  • No tickets imported: check that at least one ticket type or category is chosen, and that the agent can see tickets of that type or category.

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