haloitsm.md

description
HaloITSM is an IT service management solution designed to streamline IT support processes and operations through ticketing, asset management, and workflow automation.

HaloITSM Integration

This integration enables you to connect ilert and HaloITSM easily and receive critical HaloITSM alerts via push, SMS, and voice notifications.

In ilert: Create a HaloITSM alert source

1. Go to Alert sources --> Alert sources and click Create new alert source.

   

2. Search for HaloITSM in the search field, click the HaloITSM tile, and then Next.

   

3. Give your alert source a name, optionally assign teams, and click Next.

4. Select an escalation policy by creating a new one or assigning an existing one.

   

5. Select your Alert grouping preference and click Continue setup. You may click Do not group alerts for now and change it later.

   

6. The next page shows additional settings, such as customer alert templates or notification priority. Click Finish setup for now.

7. On the final page, an API key and/or webhook URL will be generated. You will need it later.

   

In HaloITSM: Create a Custom Webhook integration

1. On the sidebar, click Configuration.

2. In the search bar enter "Custom integrations" and select Custom integrations from the results.

3. Click New.

4. Enter a Name and the following Base URL https://api.ilert.com/.

5. Save the custom integration.
6. Now, click Methods.

7. Then, click New.

8. Enter a Name.
9. Change the Method to POST and enter the previously created URL path into the field.

10. Click Body and choose JSON.

11. Add the following payload to the body.

{% tabs %} {% tab title="Recommended payload" %}

{
    "ticket" : {
        "status" : {
            "id" : <<ticket^status^id>>,
            "name" : <<ticket^status^name>>,
            "shortname" : <<ticket^status^shortname>>
        },
        "id" : <<ticket^id>>,
        "summary" : <<ticket^summary>>,
        "details" : <<ticket^details>>,
        "dateoccurred" : <<ticket^dateoccurred>>,
        "dateclosed" : <<ticket^dateclosed>>,
        "tickettype" : {
            "id" : <<ticket^tickettype^id>>,
            "name" :  <<ticket^tickettype^name>>
        },
        "priority" : {
            "id" : <<ticket^priority_id>>,
            "name" : <<ticket^priority^name>>
        },
        "client_id" : <<ticket^client_id>>,
        "client_name" : <<ticket^client_name>>,
        "site_id" : <<ticket^site_id>>,
        "site_name" : <<ticket^site_name>>,
        "team" : <<ticket^team>>,
        "agent" : {
            "id" : <<ticket^agent^id>>,
            "name" : <<ticket^agent^name>>
        },
        "organisation_id" : <<ticket^organisation_id>>,
        "department_id" : <<ticket^department_id>>,
        "workflow_name" : <<ticket^workflow_name>>,
        "oppcompanyname" : <<ticket^oppcompanyname>>
    }
}

{% endtab %}

{% tab title="Full payload" %}

{
    "ticket" : <<ticket>>
}

{% endtab %} {% endtabs %}

12. In the next step add a new Runbook.

13. Enter a name for your newly created Runbook.

14. Add the following Events for the Runbook: "New Ticket Logged" and "Ticket Status Changed".

15. Now click Flow Chart and Edit.

16. Enter a Step Name.
17. Change the Type to Action. Choose the Action type "Execute an Integration Method" and Method "ilert integration: send ticket to ilert" (previously created method).
18. Save the Step.

19. Edit the other two steps.

20. Save the Runbook.

FAQ

Will alerts in ilert be resolved automatically?

Yes, HaloITSM will resolve the ilert alert once the ticket is closed or resolved.