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Create Required Settings for API

  • Go to the ‘Configurations’ section and then click on ‘Integrations’
  • Click on ‘Halo API’
  • The API Details section outlines critical components for creating the integration. Record the Resource Server, Authorization Server, and Tenant (if applicable) to be used later.
  • Now click ‘View Applications’
  • Click ’+ New’
  • Provide the new integration with a relevant name and description
  • Select the ‘Client ID and Secret’ option for Authenticaiton (this generates the Client ID and Client Secret values, which are required when completing the integration on the Tier4 side)
  • Select ‘Agent’ under ‘Login Type’ and pick the relevant user
  • Navigate to the ‘Permissions’ tab
  • Select the ‘All’ option and click ‘Save’

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Configure Agent and Team Roles

  • The Agent needs to be able read/write/create tickets
  • Safest minimal role setup (least privilege but functional) - Instead of full admin, configure:
    • Role:
      • View tickets (not limited to “own”)
      • Create Tickets
      • Edit/Update Tickets
    • Access
      • All required teams
      • All required ticket types
      • View customers (to support mapping and adding tickets to correct site)

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Add Configuration to Tier4

  • Open Tier4 platform, and navigate to ‘Ticket Management’
  • Choose Halo PSA integration by selecting ‘Connect’
  • Add the following values you collected earlier:
    • Server URL = Resource Server
    • Auth Server URL = Authorization Server
    • Tenant Slug = Tenant
    • Client ID = Client ID
    • Token = Secret
  • Click Continue.

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Tenant Mapping

Once your configuration is complete, Tier4 will display of your current tenants in our platform. To the right of each will be a dropdown which includes all the organizations inside your HaloPSA application. Select the appropriate mappings to ensure cases from Tier4 are routed to the proper organization in HaloPSA.