HaloPSA On-Prem Integration with WatchGuard CloudDR

Applies To: WatchGuard CloudDR

HaloPSA On-Prem is a professional services automation platform designed to help managed service providers streamline processes for ticketing, service desk requests, project management, billing and more. This guide describes how to integrate HaloPSA On-Prem with CloudDR.

Available Features

  • User Inventory
  • Misconfiguration Rules
  • Identity Rules

Prerequisites

To configure this integration, you must have a HaloPSA agent account and a HaloPSA API application with the required permissions.

To create an agent account:

  1. Log in to your HaloPSA account.
  2. Select Configuration > Teams & Agents > Agents.
  3. Click New.
  4. Enter a user name for the agent.
  5. Complete the other required fields. Click Save.
  6. Select the Permissions tab.
  7. Click Edit.
  8. Set these permissions:
    • Tickets Access Level: Read and Modify
    • Clients Access Level: Read Only
    • Users Access Level: Read Only
    • Assets Access Level: Read Only
    • Can Add New Tickets: Yes
    • Can Edit Closed Tickets: Yes
    • Can View Unassigned Tickets: Yes
    • Can View Tickets That Are Assigned to Other Agents: Yes
    • Can Change a Ticket's Ticket Type: Yes
    • Can Re-assign Tickets: Yes
    • Can Edit Advanced Ticket Details: Yes
    • Editing of Actions: Can Edit Own Actions Only
    • Can Assign to Agents in Teams the Agent Is Not a Member of: Yes
    • Can Edit Tickets Which Are Not Assigned to Them: Yes
    • Can Always Update Ticket Statuses and Re-assign Tickets Outside of Actions: Yes
    • Allow Use of All Asset Types: Yes
    • Allow Use of All Ticket Types: Yes
    • Allow Use of All Asset Fields: Yes
  9. Click Save.
  10. Select the Departments & Teams tab.
  11. Click Edit.
  12. In the Teams section, click Add.
  13. Select the teams you want CloudDR to send tickets to.
  14. Click Save.

To create an API application:

  1. Log in to your HaloPSA account.
  2. Select Configuration > Integrations > HaloPSA API > View Applications.
  3. Click New.
  4. In the Application Name text box, enter CloudDR.
  5. For Authentication Method, select Client ID and Secret (Services).
  6. From the Login Type drop-down list, select Agent.
  7. From the Agent to Log In as drop-down list, select the agent you created previously.
  8. Copy the generated Client ID and Client Secret.
  9. Select the Permissions tab.
  10. Select these permissions:
    • all:teams
    • read:tickets
    • edit:tickets
    • read:customers
    • read:projects
    • read:assets
  11. Click Save.

Configure the HaloPSA On-Prem Integration in CloudDR

Service Providers can configure integration in CloudDR for a single organization or for all of their managed organizations. If you select a managed Service Provider from Account Manager, you can configure integration for all organizations managed by the Service Provider.

Before you begin, select the account you want to configure integration for:

  • To configure integration for all organizations, from Account Manager, select Overview.
  • To configure integration for a single organization, from Account Manager, select the account you want to integrate the application in CloudDR.

To configure the HaloPSA On-Prem integration in CloudDR, from WatchGuard Cloud:

  1. Select Configure > CloudDR.
  2. Select Integrations > SaaS Services.
  3. (Service Providers) Click Add Integration.
    1. Select the product you want to integrate.
    2. Click Next.
    3. Select the organization where you want to integrate the product.
    4. Click Start Integration.
  1. (Subscribers) In the HaloPSA On-Prem widget, click Add.
  2. Click Start Integration.
  3. In the Namespace text box, enter the namespace from your HaloPSA URL. For example, if your URL is https://halo.contoso.com, enter halo.contoso.com.
  4. Click Next.
  5. In the Client ID text box, enter the client ID you copied previously.
  6. Click Next.
  7. In the Client Secret text box, enter the client secret you copied previously.
  8. Click Submit.

Related Topics

About WatchGuard CloudDR Integrations