Create HaloPSA tickets from Better Stack incidents, send each one to the right HaloPSA client, and close it when the incident is resolved. The integration works with HaloPSA and HaloITSM.

Create an API application in HaloPSA

1. In HaloPSA, go to Configuration → Integrations → HaloPSA API.
2. Copy the Resource Server, Authorisation Server and Tenant.
3. Click View Applications → New.
4. Set Authentication Method to Client ID and Secret (Services).
5. Set Login Type to Agent and pick the agent tickets are created as.
6. On the Permissions tab, allow read:tickets, edit:tickets and read:customers.
7. Save the application and copy its Client ID and Client Secret.

Connect HaloPSA to Better Stack

1. Go to Integrations → Exporting data and click Add on the HaloPSA card under Project management.
2. Paste the Resource server URL, Authorisation server URL and Tenant from HaloPSA. Leave Tenant empty if HaloPSA shows none.
3. Paste the Client ID and Client secret of the API application.
4. Click Create HaloPSA integration.
5. Under Ticket defaults, select the Client, Site and Ticket type for new tickets.
6. Click Save changes.

Create a ticket from an incident

1. Open the incident and click Create HaloPSA in the header.
2. Review the Summary and Details, and click Create ticket.

The ticket number then shows in the incident header and links to the ticket in HaloPSA.

Create tickets with an escalation policy

1. Go to Escalation policies and open a policy.
2. In a step's Who should we alert?, add your HaloPSA integration. It's listed as HaloPSA followed by the integration's name.
3. Click Save changes.

When an incident reaches that step, Better Stack creates a ticket for it, unless the incident already has one.

Does HaloPSA send new tickets to Better Stack?

Exclude tickets created by your Better Stack API application from what it sends, or each ticket opens a second incident. Keep details_html in what it sends too: each ticket links back to its incident there, and Better Stack creates no ticket for an incident that carries that link. HaloPSA's plain details field drops the link, so tickets and incidents would keep creating each other.

Close tickets when the incident is resolved

When the incident is resolved, Better Stack adds a hidden note with a link to the incident to each ticket the escalation policy created. Select a Close status in your HaloPSA integration, for example Closed, to also close those tickets. Tickets created by hand are left as they are.

Send tickets to the right client

Handling incidents for several clients? Name the client in an incident metadata key, such as Company, and Better Stack picks the HaloPSA client from it.

1. Open your HaloPSA integration from Integrations
2. Under Clients by metadata, set Client from metadata keys to Company.
3. Map each Metadata value whose name differs in HaloPSA to its HaloPSA client, for example Acme to Acme Corporation.
4. Click Save changes.

A value without a row goes to the HaloPSA client with the same name. Tickets go to the matched client's main site, and a value with no match goes to the client and site in Ticket defaults.

Your incidents name the client under different keys? List them separated by commas, such as Company, Organisation. The first key with a value on the incident decides, and a row matches a value from any of them. Keys are case-sensitive, values are not.

Set the ticket priority

Pick the HaloPSA priority from an incident metadata key, such as Severity.

1. In your HaloPSA integration, under Ticket priority, set Priority from metadata keys to Severity.
2. Map each Metadata value to a HaloPSA priority, for example critical to High.
3. Click Save changes.

The priorities listed are those of your default ticket type's SLA. Without a matching row, HaloPSA applies the ticket type's default priority, and the incident's timeline says why.

Need help?

Please let us know at hello@betterstack.com.
We're happy to help! 🙏