<div><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;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}</style><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><strong><span style="font-size: 11pt;">- What is the Microsoft TeamsBot Integration?</span></strong></p><p><strong><span style="font-size: 11pt;">- Installing the Bot</span></strong></p><p><strong><span style="font-size: 11pt;">- Halo Configuration</span></strong></p><p><strong><span style="font-size: 11pt;">- Using the Bot</span></strong></p><p><strong><span style="font-size: 11pt;">- IPs for Whitelisting</span></strong></p><p><strong><span style="font-size: 11pt;">- Protocol and Ports</span></strong></p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>What is the Microsoft TeamsBot Integration?</strong></span></p><p><span style="font-size: 11pt;">The TeamsBot can be integrated with Halo to trigger Halo actions from a Teams chat.</span></p><p><br></p><p><strong><span style="font-size: 14pt;">Installing the Bot</span></strong></p><p><span style="font-size: 11pt;">Installing the bot is currently a manual process, although it will be made available in the Microsoft Teams app store in the near future.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Begin by downloading the bot's manifest file from one of the below options depending on the Halo product you are using. All three downloads provide the same functionality within the bot. Each link will download a manifest.zip file. Do not unzip this file once it is downloaded. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Select the relevant tool below to download the manifest.zip file. </span></p><p><span style="font-size: 11pt;"><br></span></p><ul><li style="font-size: 11pt;"><a href="https://s3.haloitsm.com/ITSMManifest/manifest.zip">HaloITSM</a></li><li style="font-size: 11pt;"><a href="https://s3.halopsa.com/PSAManifest/manifest.zip">HaloPSA</a></li><li style="font-size: 11pt;"><a href="https://s3.haloservicedesk.com/ServiceDeskManifest/manifest.zip">HaloServiceDesk</a></li></ul><p><span style="font-size: 11pt;">Now in Microsoft Teams, select Apps > Manage Your Apps > Upload an app to your org's app catalogue.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlMzBjZWY3LTYzMjYtNDIxOC1iZDY1LTE1YjRiNDRmZGMxZiJ9.b_sgV--CsBUYujRwVq0v3Ofw55bdHFHtmC0hldJ789U" class="fr-fic fr-fil fr-dib" width="621" height="121"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Upload an app to your org's app catalogue</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Select your manifest.zip file that has just been downloaded. The bot will now be available to all of your employees within your organisation. If you would just like to upload the app for yourself to begin with, then you should select "Upload a customised app" instead.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwYTE2ZWE4LWJiMzUtNDM5NS05ODVmLTgwYmY0OWI0M2Y4ZSJ9.VnwcQs5bV21Nn0lrFicNzHzzFISJ2l47pRJJspHnPFE" class="fr-fic fr-fil fr-dib" width="628" height="120"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Upload and customised app<br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Halo Configuration</strong></span></p><p><span style="font-size: 11pt;">To allow use of the bot within Microsoft Teams, there are some configuration steps that must be completed within Halo.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Firstly, navigate to Configuration > Integrations > Agent Bot tab and ensure that the Microsoft Teams module has been enabled. Next, open the module and allow access to the bot:</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyNmNhZTBjLTNkZGUtNDQxYy04ZDA1LTA2MzdhZmZmNzc0NCJ9.0WGU3pwYgPvuMR819tJUjbM3cOE3IgsX4OBnVkPeBz0" class="fr-fic fr-fil fr-dib" width="371" height="29"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Allow access to the Halo Microsoft Teams Bot<br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once you have allowed access, a number of configuration options will be made available to you.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllMjNlYzVhLTg2ZDMtNGM4NC05YmU0LTRmMWVhNmMxYWIxOCJ9.ll-cD0jZR7DfwfSekEt9xuaqpL5Sy4X1HPL2Ln0JZx8" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 463.746px;" height="464"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Setup configuration </strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><ol><li style="font-size: 11pt;">Your Azure tenant ID. This allows agents within that tenant to login to Halo using Azure via the bot.</li><li style="font-size: 11pt;">A ticket type for any new tickets that you create using the bot. You should ensure that the ticket type has no mandatory fields on it, otherwise the bot will not be able to create tickets.</li><li style="font-size: 11pt;">The action that will be used whenever a note is added to a ticket via the bot. The defaults of your chosen action will be applied when the note is added.</li><li style="font-size: 11pt;">A default user for any tickets that are created via the bot, where the original teams message is from a user that does not match a user in Halo.</li><li style="font-size: 11pt;">A default subject for the new ticket screen within Microsoft Teams.</li></ol><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Using the Bot</strong></span></p><p><span style="font-size: 11pt;">Once the Halo configuration is complete, and the bot has been deployed for your organisation, navigate to Apps > Built for your org in Microsoft Teams and add the app to your Microsoft Teams.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmY2QwYjZjLTJiNTItNDA5OC1hMzllLTZhYTI0OGY4NTM5OSJ9.dT03Hvw4V6z3_Ev6KiwYlBuGIBq9Zl3DXxK-kSXnkbk" class="fr-fic fr-fil fr-dib" width="880" height="322"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Adding HaloServiceDesk to Microsoft Teams<br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once you have added the bot, you will be immediately greeted by the bot.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkOWI1NGEzLTUzMzQtNDFlZi1hZmI1LTliZjc1ODUzMTY2MCJ9.uSWlyiJaii6N5iydDST6dX0e4jHuT-KNZpK9ylt_4xs" class="fr-fic fr-fil fr-dib" width="880" height="102"></span></p><p><span style="font-size: 10pt;"><strong>Fig 6. The bot greeting<br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To interact with the bot, type a message in the message compose box. The bot can only respond to certain commands that will automatically display to you when clicking in the message compose box. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Help </strong></span></p><p><span style="font-size: 11pt;">Type help, and the bot will provide you with a detailed list of all commands that can be handled.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmYWJkY2E5LWUyYTQtNDJjZC05MTIwLTBlNDQ2MzhkOTRmNSJ9.tHPwzIOwV4PaSQ5sDhMgin5EUfjWvcqAE8oGaumWH4E" class="fr-fic fr-fil fr-dib" width="666" height="205"></span></p><p><span style="font-size: 10pt;"><strong>Fig 7. Bot response to Help</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Connect/Disconnect</strong></span></p><p><span style="font-size: 11pt;">To connect to your Halo instance, start by typing the word 'connect'. Follow the flow of the conversation with the bot and complete the login process. Once you have connected to your Halo instance, you can then disconnect the bot from the instance using the disconnect command.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Follow/Unfollow</strong></span></p><p><span style="font-size: 11pt;">If you would like to follow or unfollow a ticket within Microsoft Teams, use the follow/unfollow command followed by the ticket number you would like to follow or unfollow. For example, "follow 30276" would add you as a follower to ticket 30276.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Find</strong></span></p><p><span style="font-size: 11pt;">The find command allows you to find a ticket in your Halo Instance and return some details about the ticket in the form of a card. You can either search by ticket ID number, or by a search phrase. If your search phrase returns more than one result, a carousel of cards will be provided allowing you to scroll through any matching tickets.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5YTFmMGZiLTU0NWUtNDdhNC05YWE0LTZjYTYzNTBiZWU2OSJ9.5UpvtJA2ntmE5L15hnI3_YJQeqhERDiL7JM2RqMW0D0" class="fr-fic fr-fil fr-dib" width="998" height="407"></span></p><p><strong><span style="font-size: 10pt;">Fig 8. Bot response to find</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The ticket card has 2 buttons on it. The first button opens the ticket in your Halo web application. The second button allows you to add a note to the ticket from within Microsoft Teams.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Sending Ticket Cards</strong></span></p><p><span style="font-size: 11pt;">It is also possible to send ticket cards to other colleagues within Microsoft Teams using an extension of the message box. Below the message compose box, click the three dots and select the Halo app you have installed (you can right click and pin the app to the message box if you always want the extension to be available).</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzYTY1MzliLTRhODMtNDg2YS1iY2FjLTcwYjRhYjZkNTYxYiJ9.fjzOG90EK5TquZuMGbJCyEEMfn08ZQoVitk_khM70y4" class="fr-fic fr-fil fr-dib" width="556" height="494"></span></p><p><span style="font-size: 10pt;"><strong>Fig 9. App selection<br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If you have pinned the app, the Halo icon will appear underneath the message compose box:</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMzU2ZjUwLWQ2NzAtNDE1MS1hN2VlLTJkZjY3MjY0MzE0ZSJ9.SxtqV9hiKpCPMnPJknwCYgFRynjDJrLesjUSVQNl2VA" class="fr-fic fr-fil fr-dib" width="314" height="95"></span></p><p><span style="font-size: 10pt;"><strong>Fig 10. Halo icon in the lower right below the message compose box<br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Clicking this icon opens a small search screen within Teams. You can then search for tickets using this window. By selecting a search result, the ticket card will be added to the message compose box which can then be added to the chat for you and your colleagues to discuss.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3M2YwNmQxLTUyMzMtNDU0OS05MDgzLTNmYzJkNjhlNzdiZSJ9.1DlfK4pnumWHTVRBjvjJiyYZMKn6b7VwJfhv7jS2N3s" class="fr-fic fr-fil fr-dib" width="336" height="203"></span></p><p><span style="font-size: 10pt;"><strong>Fig 11. Ticket searching</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Creating Tickets</strong></span></p><p><span style="font-size: 11pt;">To create a ticket from a chat message that you have received, select the three dots next to the message and select the Create Ticket option (sometimes this will be situated under the More actions option).</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0MmJmNTk0LWI0ZGYtNDRhYy1hZTE1LTcwMDgzYWY4NTllYyJ9.UAA3TNHsMUn3D2Bqhgdu-JQG7kkQ91Rb4ifGmar-c1M" class="fr-fic fr-fil fr-dib" width="652" height="386"></span></p><p><span style="font-size: 10pt;"><strong>Fig 12. Create Ticket action</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This opens a window allowing you to set the subject and extra notes for the new ticket. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2YzdmMjkzLTIyOGQtNDU4Yy05NTA4LTU5NDJiZmM1YjY3YiJ9.1otxWv8p2oKPC--9Bgn5VZkjUSaPTWUhuG4k1l6v8M8" class="fr-fic fr-fil fr-dib" width="590" height="388"></span></p><p><span style="font-size: 10pt;"><strong>Fig 13. Setting Subject and notes of the ticket</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When the ticket is created, the body of the ticket contains the message that the ticket was created from, along with the extra notes you have added.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>IP for Whitelisting</strong></span></p><p><span style="font-size: 11pt;">51.132.65.185</span></p><p><span style="font-size: 11pt;">51.132.65.187</span></p><p><span style="font-size: 11pt;">51.132.65.220</span></p><p><span style="font-size: 11pt;">51.132.66.233</span></p><p><span style="font-size: 11pt;">51.132.67.27</span></p><p><span style="font-size: 11pt;">51.132.67.58</span></p><p><span style="font-size: 11pt;">51.137.163.32</span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 14pt;"><strong>Protocol and Ports</strong></span></p><p><span style="font-size: 11pt;">https on port 443.</span></p></div>
