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HaloPSA: Ticketing Integration Setup and Validation

Overview​

The Halo integration (HaloPSA / HaloITSM) lets you create a Halo ticket straight from a recommendation or a Kanban board card, so "we should fix this" becomes a tracked item with an owner.

Time: about 10 minutes, plus finding the right Halo credentials. Cost: whatever Halo charges for API access. Spotto adds no fees.

Start from a recommendation (Share recommendation on its detail page, list or a resource page) or from any tracked card on the Kanban board that has no ticket yet (recommendation, health event, checklist item, governance finding, alert). In the share dialog pick the ticketing tool: the company's own, or a child company can use its parent's; check the routing (company defaults are filled in, and Halo, ConnectWise and Autotask let you change them for this ticket); optionally add a message. Spotto creates a new ticket in Jira, Halo, ConnectWise or Autotask (one tool per company) with the title and description, score, impact, risk and effort, subscription and resource IDs, who shared it and the message, and a View in Spotto link. Back in Spotto the recommendation shows Shared via the tool and the ticket number, and its board card links to the ticket instead of showing Share; Tasks > Review > Tickets lists every ticket Spotto created; the current status is read from your tool each time you open Tickets (Open, In progress, Closed or Unknown). Spotto never edits, comments on or closes the ticket after creating it.Start from a recommendation (Share recommendation on its detail page, list or a resource page) or from any tracked card on the Kanban board that has no ticket yet (recommendation, health event, checklist item, governance finding, alert). In the share dialog pick the ticketing tool: the company's own, or a child company can use its parent's; check the routing (company defaults are filled in, and Halo, ConnectWise and Autotask let you change them for this ticket); optionally add a message. Spotto creates a new ticket in Jira, Halo, ConnectWise or Autotask (one tool per company) with the title and description, score, impact, risk and effort, subscription and resource IDs, who shared it and the message, and a View in Spotto link. Back in Spotto the recommendation shows Shared via the tool and the ticket number, and its board card links to the ticket instead of showing Share; Tasks > Review > Tickets lists every ticket Spotto created; the current status is read from your tool each time you open Tickets (Open, In progress, Closed or Unknown). Spotto never edits, comments on or closes the ticket after creating it.

A company has one ticketing tool at a time. If it is set to Jira, ConnectWise or Autotask, Halo is not offered when sharing.

What you enter​

The Halo column shows what Spotto needs. The other tools are shown for comparison.

Jira: connect with site URL, account email and API token; routing is one board (Jira project), or a board per recommendation category with a default board for the rest, with issue type Task and an optional epic and label; routing cannot be changed for one ticket (the category picks the board, epic and label); no parent credentials, each company enters its own. Halo: connect with base URL, client ID and client secret (optional token endpoint and Halo product: Auto, ITSM or PSA); routing is ticket client, site, team, agent, ticket type, ITIL ticket type, status, priority, impact, urgency, source and categories 1 to 4; all can be changed for one ticket; a child can use Managed by parent, but must pick its own ticket client, and client, site, team and agent never come from the parent. ConnectWise: connect with site URL, company ID, public key and private key; routing is service board and status, plus under Advanced company, project, type, subtype, item, priority, source, contact, agreement and SLA; all except company can be changed for one ticket; a child can use Managed by parent and override routing. Autotask: connect with username, API integration code and secret (optional base URL and zone URL, found from the username if left blank); routing is company, contract, project, contact, resource, queue, status, priority and SLA; all except contract can be changed for one ticket; a child can use Use parent credentials and override routing.Jira: connect with site URL, account email and API token; routing is one board (Jira project), or a board per recommendation category with a default board for the rest, with issue type Task and an optional epic and label; routing cannot be changed for one ticket (the category picks the board, epic and label); no parent credentials, each company enters its own. Halo: connect with base URL, client ID and client secret (optional token endpoint and Halo product: Auto, ITSM or PSA); routing is ticket client, site, team, agent, ticket type, ITIL ticket type, status, priority, impact, urgency, source and categories 1 to 4; all can be changed for one ticket; a child can use Managed by parent, but must pick its own ticket client, and client, site, team and agent never come from the parent. ConnectWise: connect with site URL, company ID, public key and private key; routing is service board and status, plus under Advanced company, project, type, subtype, item, priority, source, contact, agreement and SLA; all except company can be changed for one ticket; a child can use Managed by parent and override routing. Autotask: connect with username, API integration code and secret (optional base URL and zone URL, found from the username if left blank); routing is company, contract, project, contact, resource, queue, status, priority and SLA; all except contract can be changed for one ticket; a child can use Use parent credentials and override routing.

Prerequisites​

  • Access to Connectors -> PSA Integration in Spotto for the company you are configuring.
  • To reuse a parent company's Halo credentials on a child company, permission to manage the parent's PSA integration in Spotto.
  • Permission in Halo to create API applications and assign their permissions.

Create Halo API credentials​

  1. In Halo, open Configuration → Integrations → HaloITSM API.
  2. Click View Applications, then New.
  3. Set Application Name to Spotto and Authentication Method to Client ID and Secret (Services).
  4. Copy the Client ID and Client Secret.
  5. Choose the Login Type for your tenant.
  6. On the Permissions tab, enable read:tickets, edit:tickets, all:teams and read:projects.
  7. Save the application.

Configure Halo in Spotto​

  1. Open Connectors -> PSA Integration and confirm the right company is selected. You can also use the Configure link in the share dialog.
  2. Turn on Enable ticketing integration and select Halo.
  3. Enter the Base URL (for example https://your-domain.haloitsm.com), Client ID and Client secret. Set Token endpoint only if your Halo authorization server differs from the base URL.
  4. Pick routing defaults. The lists load once the credentials are entered.
  5. Click Test Halo connection, then Update.
Treat the client secret like a password

Spotto stores it encrypted and does not show it again after saving. Share or rotate it only through your organisation's secure credential process.

Reuse a parent company's Halo credentials​

Configure and save Halo on the child's immediate parent first. On the child, enable Halo, turn on Managed by parent, select the child's Ticket client (required), then save. Spotto uses the parent's base URL, client ID and saved secret; the secret is not copied to the child. Set the child's site, team and agent where needed. The parent can still supply ticket type, priority and impact/urgency defaults when the child doesn't override them.

A child uses its own credentials until Managed by parent is on. To switch back, turn it off and enter a child client secret if the form asks for one.

Validation​

  1. Open Investigate -> Overview -> Recommendations, open a recommendation and click Share recommendation.
  2. Choose Halo, check the routing fields and submit.
  3. In Halo, confirm the ticket was created with the expected client, team and type.
  4. In Spotto, confirm it appears on Tasks -> Review -> Tickets.

Troubleshooting​

Halo isn't offered (only Email shows)​

Likely causes:

  • Ticketing integration isn't enabled for the company, or a different tool is selected.
  • Your role can't read the company's integration settings (some environments return 403 Forbidden; email sharing still works).

How to fix:

  1. In Connectors -> PSA Integration, confirm Enable ticketing integration is on and Halo is selected.
  2. If you're an MSP, confirm you're configuring the right company (parent or customer).
  3. Ask a Spotto admin to check your permissions.

No ticket is created​

Likely causes:

  • The base URL is wrong or has extra path segments.
  • The client ID and secret are invalid, expired, or lack ticket permissions.
  • A routing value no longer exists in Halo.

How to fix:

  1. Use the Halo tenant base URL only.
  2. Rotate the client secret and update it in Spotto.
  3. Clear optional routing fields and retest to find the one that fails.

Parent credentials work, but clients or sites show 403​

The connection test succeeds, but Ticket client, Site or ticket lookup returns 403 Forbidden. Halo accepted the credentials but denied access to that resource; a passing test doesn't prove access to every resource.

How to fix:

  1. Ask a Halo administrator to check the API application's permissions and the linked agent's client, site and ticket access.
  2. Confirm the parent integration can list the clients and sites in Spotto.
  3. Reopen the child company, confirm Managed by parent is on, and retry the same lookups before creating a ticket.

Need help?​

If you want a check before you hand over credentials, or aren't sure which Halo fields fit your process, contact the Spotto team via your Customer Success Manager or Contact Us.

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