Send Tickets to HaloPSA

Once you've set up your HaloPSA Integration and imported and mapped customers from HaloPSA, you're ready to enable ticket creation in your PSA.

Step 1: Enable HaloPSA Service Ticket Generation

Navigate to Admin > Integrations > HaloPSA > Ticketing and select Enable HaloPSA Service Ticket Creation

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Step 2: Configure Ticket Details

Configure how tickets will land in your HaloPSA instance by customizing the parameters below the Enable checkbox.

Below are recommended default settings. You should customize these fields to fit your HaloPSA workflows:

  • Ticket Type: Incident
  • Default Team: 2nd Line Support
  • Generate a Test Ticket: Log in to your HaloPSA instance to view the ticket.
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Step 3: Configure Ticket Statuses and Priorities

Liongard has internal sets of Status and Priority fields associated with Actionable Alerts within Liongard. With the Status Mapping and Priority Mapping sections, you can map those internal Liongard values to equivalent values from your HaloPSA instance.

Statuses

When a ticket is first created, Liongard sets the Status field to the HaloPSA status mapped to the "New" status in Liongard.

Prior to an inspection processing, Liongard will retrieve the latest status for each Liongard-created HaloPSA ticket and will update the matching Actionable Alert status in Liongard. This allows for consistent management of Liongard-created HaloPSA tickets and Liongard Actionable Alerts.

For this sync to work properly, each ticket status must be mapped on the Admin > Integrations screen using the "Select Additional PSA Status" pull-down, as detailed here.

This feature is enabled by default and can be disabled on the Admin > Integrations > PSA > Ticketing screen.

You should have HaloPSA statuses for the following Liongard Task statuses:

  • New
  • Re-Opened
  • Closed - Complete
    • Tickets set to this status will trigger a validation.
  • Silenced
    • This is the status that Liongard will use if an Actionable Alert is silenced

Note: Liongard's "Closed-Complete" status will trigger a revalidation and possible reopening of the ticket, or if another Status is mapped to Closed within HaloPSA, it will also trigger a self-heal attempt (revalidation) and possible reopening.

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If Liongard detects that a condition is resolved, it will automatically close the ticket in HaloPSA.

Priorities

Liongard has an internal set of Priority values that are set by our Actionable Alert rules. You can choose to map those to the preferred priorities that you use in HaloPSA.

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To set up which alerts you want sent as tickets, click here.

Additional PSA Statuses

Any status in your PSA can be mapped in Liongard. Clicking the Select Additional PSA Status button on the ticketing page will allow you to select the status that you would like to map.

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Once mapped, you can remove the mapping by selecting the trash icon.

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