HaloITSM Integration

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

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 Alerting → Alert sources and click Create new alert source.
2. Search for HaloITSM, click its tile, and click Next.
3. Give your alert source a name, optionally assign teams, and click Next.
4. Choose who gets notified: select Use existing escalation policy and pick a policy, or Generate new escalation policy to start with a basic one that notifies you first. Click Next.

   

   Pick an existing escalation policy, or generate a basic one without leaving the wizard.
5. Select Default grouping and click Continue setup. It groups events by the alert key the integration sets; the other grouping options are easier to judge once events are arriving.
6. The next page shows more settings, such as notification priority and alert templates. Click Finish setup for now; you can change them later.
7. On the final page, ilert shows the integration key and URL for this alert source. You will need them later in this guide.

In HaloITSM: Create a Custom Webhook integration

1. On the sidebar, click Configuration.

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

1. Click New.

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

1. Save the custom integration.
2. Now, click Methods.

1. Then, click New.

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

1. Click Body and choose JSON.

1. Add the following payload to the body.

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>>
    }
}

Full payload

{
    "ticket" : <<ticket>>
}

1. In the next step add a new Runbook.

1. Enter a name for your newly created Runbook.

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

1. Now click Flow Chart and Edit.

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

1. Edit the other two steps.

1. 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.