<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}</style><p><strong>In this guide we will cover:</strong></p><p id="isPasted"><strong>- What is the GoToAssist Integration?</strong></p><p><strong>- Integration Setup</strong></p><p><strong>- Using the Integration</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the GoToAssist Integration?</span></strong></p><p>The GoToAssist integration allows you to start a remote support session from a Ticket within Halo and then pull back information from the session to the ticket as an Action. The Halo integrator is required to add information from sessions to Tickets.</p><p><br></p><p><strong><span style="font-size: 14pt;">Integration Setup</span></strong></p><p>Firstly, you should enable the integration by clicking the plus on the module icon in Configuration > Integrations under the Remote Support category.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmMzU1OTY0LTFiMWQtNDI0ZS04ZTdlLWVlZmRiOGM3YTk1YyJ9.6uZ7QOUUD2oMFSyqqjSjVkLsvk_MXa3R4VVgaf6g-oA" class="fr-fic fr-fil fr-dib" width="230" height="182"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the module.</span></strong></p><p><br></p><p>Once enabled, the module will change colour, you can now open the configuration page.</p><p><br></p><p>Here, you will need to connect your instance of Halo to your GoToAssist Remote account.</p><p><br></p><p>You must register an OAuth Application at <a data-fr-linked="true" href="https://developer.logmeininc.com/clients">https://developer.logmeininc.com/clients</a> using the Remote Support Scope. When registering the application ensure you add a redirect URI. The redirect URI used will differ depending on the version of Halo you are using. </p><p><br></p><p>On versions prior to v2.200 the following redirect URI will need to be used:</p><p><a data-fr-linked="true" href="https://YOURHALODOMAIN/azure/auth"><span style="color: rgb(0, 0, 0);">https://YOURHALODOMAIN</span></a><span style="color: rgb(0, 0, 0);">/gotoassistremote/auth</span></p><p><br></p><p>On versions v2.200+ you the following redirect URI will need to be used:</p><p><a data-fr-linked="true" href="https://YOURHALODOMAIN/authcallback">https://YOURHALODOMAIN/authcallback</a></p><p><br></p><p>But the exact redirect URI you need can be found on the setup page for the integration in Halo.</p><p><br></p><p id="isPasted"><strong><em>Note: If you have disconnected to the integration and are reconnecting, if your Halo instance is on v2.200+ you will need to use the new redirect URI (<a data-fr-linked="true" href="https://YOURHALODOMAIN/authcallback">https://YOURHALODOMAIN/authcallback</a>).</em></strong></p><p><br></p><p>Once an application is configured, make sure you enter your client ID and secret into the Halo configuration page under the OAuth Application details section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyMmYzODliLTNmZWUtNGExNy04M2ZhLWQxYzNhZDc2ODMxYSJ9.R6cspGeqlazKKQtToSIBKd8h3PlfTFt9XbTMBjL_4eE" class="fr-fic fr-fil fr-dib" width="356" height="297"></p><p><strong><span style="font-size: 10pt;">Fig 2. Entering application details.</span></strong></p><p><br></p><p>Once entered, you can click the Authorize Application button to be redirected to a login page for GoToAssist Remote, login with your admin credentials.</p><p><br></p><p>Once completed you should be redirected back to Halo and the configuration page should now show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczMTYwODAxLWMwZjYtNDQ1NC1hM2RkLTU1NWFlMDNmYjAwMyJ9.kQStJS2PKSBxI7hM6rshBEfp0uARrCurMsIeBfwRb1w" class="fr-fic fr-fil fr-dib" width="534" height="226"></p><p><strong><span style="font-size: 10pt;">Fig 3. Connected application.</span></strong></p><p><br></p><p>If you would like to have details of remote sessions pulled back into Halo, you should enable the integration for the Halo Integrator which is the last option on this configuration page.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlMTQxOWEyLTllY2UtNGYzNy04MDU2LWNjNDI0NDlhYjljZSJ9.MIeliKcFG5MCXtRh73RFGsoLuytIRShGlJUCgGoyXME" class="fr-fic fr-fil fr-dib" width="1094" height="247"></p><p><strong><span style="font-size: 10pt;">Fig 4. Enabling the integrator.</span></strong></p><p><br></p><p>You are now ready to begin using the integration.</p><p><br></p><p><strong><span style="font-size: 14pt;">Using the Integration</span></strong></p><p>You can start a Remote Session from any screen where you are viewing a ticket. This would probably be most useful on the Call screen.</p><p><br></p><p>To start a session, navigate to the three dots in the top right, and click "Start GoToAssist Remote Session".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhODY4NjRlLTdmMTgtNGU4ZC1hNjNmLTM3YTU5MDJhZmQ5YiJ9.PzmJgZkyBmcLhN-4-Exccs54gmhPrrYzV9yoP_9Cyqw" class="fr-fic fr-fil fr-dib" width="265" height="294"></p><p><strong><span style="font-size: 10pt;">Fig 5. Starting a session.</span></strong></p><p><br></p><p>Once clicked, a new tab will open which will prompt the Agent to log in to their GoToAssist Remote Expert Account, and then the GoToAssist launcher will be opened and the end user can be given the support session URL or support code displayed.</p><p><br></p><p>Once the session has been completed or abandoned, the details will be made available to the Halo Integrator which will allow the details to be imported onto the ticket the session was launched from.</p><p><br></p><p><strong><span style="font-size: 12pt;">Halo Integrator</span></strong></p><p>If this integration is enabled for the integrator, during each processes, the integrator will scan for completed sessions and the details will then be formatted and imported into Halo on the corresponding ticket. This integration can be processed as many times as you like - duplicate actions will not be created. The integrator will only scan for sessions that have been started since the last sync date for this integration. This means you can run this integration frequently.</p>
