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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Pre-Requisites</strong></p><p data-pasted="true"><strong>- Create a Mailbox in Halo</strong></p><p><strong>- Setting up a Google Mail App</strong></p><p><strong>- Pug Credentials into Halo</strong></p><p><strong>- Additional Setup</strong></p><p><br></p><p data-pasted="true">In this guide we will cover how to plug Google mailboxes in Halo, including how to set these up to allow the ingestion of emails into a mailbox of this type to create tickets in Halo. If you are looking to connect a mailbox of a different type ensure you use the guide dedicated to that mailbox type, such as:</p><ul><li data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/2639" target="_blank" rel="noopener noreferrer">Office 365/Azure Mailbox Setup</a></li><li><a href="https://usehalo.com/haloitsm/guides/875/" target="_blank" rel="noopener noreferrer">IMAP/POP3/AWS</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Pre-Requisites</span></strong></p><p>1. The incoming service must be enabled in your instance. This is activated for all hosted customers automatically. </p><p><br></p><p style="margin-left: 20px;">If you are On-Prem and the service is not yet active in your instance, and you are unsure of the implications of activating it, please contact your account manager or the Halo support team. </p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">To check whether the service is currently enabled, navigate to Configuration > Advanced Settings > Backend Services, check that both the "Use Incoming Service" checkbox and that the "Use Scheduling Service" checkbox is set to yes.</p><p><br></p><p><span style="font-size: 11pt;">2. The mailboxes you are connecting will need a dedicated (Google) licence (unlike M365). This is required in order for your mailbox to be accessed via the API, which is needed as Halo uses the Gmail API to access and process mail within the mailbox. For more information on licencing in Google check out Google's documentation: <a data-fr-linked="true" href="https://support.google.com/a/answer/1727173?hl=en&sjid=14381139988219831547-EU" target="_blank" rel="noopener noreferrer" data-pasted="true">Assign, remove, and reassign licenses</a>.</span></p><p><br></p><p><span style="font-size: 11pt;" data-pasted="true">If you are an On-Prem (self-hosted) customer please see <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2437" target="_blank" rel="noopener noreferrer">Creating a Mailbox Overview</a> for the pre-requisites you will require for connecting a mailbox to Halo. </span></p><p><br></p><p><strong><span style="font-size: 14pt;">Create a Mailbox in Halo</span></strong></p><p>To begin setup you will need to create a new mailbox in Halo with the mailbox connection type "Google". To do this, go to Configuration > Email > Mailbox Setup > New and give the connection a name.</p><p><br></p><p>Select the Google mailbox type and save. </p><p><br></p><p>Once saved, you will be able to add credentials under the "Credentials" button. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1MWYxNDc1LWYxOTgtNDE4ZC05YjdlLTYwNDZjYzFmYjJhYiJ9._id127iAb1RdrICqkzfMwfqr8aAcFAIQlaxc6kUEvok" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 556.329px;" height="556"></p><p><strong><span style="font-size: 10pt;">Fig 1. New Google Mailbox in Halo</span></strong></p><p><br></p><p>When adding credentials you will need to enter a client id and secret. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkYmE3MjQ0LWIyMTMtNGI3MS04YjRkLWI0M2VkMjJmNmYyNSJ9.tVMTw93ExgiHUeFphK-g0VpYCZz3sCAwzBf4kNodQZc" class="fr-fic fr-fil fr-dib" width="2025" style="width: 2027px; height: 616.913px;" height="617"></p><p><strong><span style="font-size: 10pt;">Fig 2. New Mailbox credentials</span></strong></p><p><br></p><p>The next section will walk through how to create a project in Google to obtain these credentials. </p><p><br></p><p><strong><em>Note: You will notice it is possible to configure multiple sets of credentials here, this is to allow you to configure credentials for another mailbox (of the same type) to be used in a different (UAT/Dev) instance. So a single Halo mailbox can contain credentials to access multiple Azure mailboxes. Each of these mailboxes will be linked to your production, UAT or dev instance, each instance will then only process the mail in the mailbox the associated credentials give access to. For more information checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2437" id="isPasted" target="_blank" rel="noopener noreferrer">Creating a Mailbox Overview</a>.</em></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Setting up a Google Mail App</span></strong></p><p>Login to <a data-fr-linked="true" href="https://console.cloud.google.com">https://console.cloud.google.com</a>.</p><p><br></p><p><span style="font-size: 12pt;"><strong>Create a new Project</strong></span></p><p>Select New Project from the Select a Project menu or Create Project from the Dashboard.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2ZmIyZTdhLTY5NWMtNDg5MS04NWRkLTM1NTUwYjY2ZGIxOCJ9.NHFjHCZQXkkOG3xxED5ANOf6VundqEmvkbFTOG63IS4" class="fr-fic fr-fil fr-dib" width="1383" style="width: 1385px; height: 730.218px;" height="730"></p><p><strong><span style="font-size: 9pt;">Fig 3. Creating a new project</span></strong></p><p><br></p><p>Give the project a name and create it.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViMjcwYzdkLWU3ZmEtNGRiNy04ZDdkLTA0MzA2OGU5M2JlYiJ9.zvpzxAhQW4z8XdAVBIWfwr12IhWUSs85133N50zNdeU" class="fr-fic fr-fil fr-dib" width="1463" style="width: 1465px; height: 461.285px;" height="461"></p><p><strong><span style="font-size: 10pt;">Fig 4. Name and Create Project</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Enable GMail API for the Project</span></strong></p><p>Now within the project head to API and Services, (you can search for this page if you cannot find it in your navigation).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0MWQ2MDJkLWZiZjctNDVjMC04YjYxLWUxZTc5ODk2ZDdlOSJ9.ACp-ZTmKwZXTINFoF3fmLZYfveqH6KP9Jxed57yOHAo" class="fr-fic fr-fil fr-dib" width="1106" style="width: 1108px; height: 801.208px;" height="801"></p><p><strong><span style="font-size: 10pt;">Fig 5. APIs and Services Area</span></strong></p><p><br></p><p>Select Enable APIS and Services.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmMmI5MzA2LWJiNDQtNGNhZS1iMjFmLWM5ZjM4Yzg5ZDY0YyJ9.4U6Rbi-tq9_osy1GMf01U46bhiomTIwImdlVKBjh7I4" class="fr-fic fr-fil fr-dib" width="1428" style="width: 1430px; height: 569.034px;" height="569"></p><p><strong><span style="font-size: 10pt;">Fig 6. Enabling APIs</span></strong></p><p><br></p><p>Search for "Gmail API" and enable this API for use.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyNzIwYWJkLTVkNTktNGE3Ny1iNmEwLTc3ZDA4YTMwNWNmOCJ9.dClMTEpZDfVP1vYHvt2e9zDFC4Hz8Gn2cwfddVwi7ro" class="fr-fic fr-fil fr-dib" width="1097" style="width: 1099px; height: 614.631px;" height="615"></p><p><strong><span style="font-size: 10pt;">Fig 7. Enabling the API</span></strong></p><p><br></p><p>Once enabled head to the "OAuth consent screen" section within the APIs and services area. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzZTE1YTExLTllN2ItNDVmZS1iOTA4LTJhYmVhODFhMjFmYyJ9.7zTjvFBLe_mVqMaS5BKgQYmQ82_Z-aZimY2QfXqE0Hk" class="fr-fic fr-fil fr-dib" width="1465" style="width: 1467px; height: 619.794px;" height="620"></p><p><strong><span style="font-size: 10pt;">Fig 8. OAuth consent screen</span></strong></p><p><br></p><p>If this is a new project you will need to configure your Google Auth platform for this project. Do this by clicking "Get started" once in the Auth Platform area. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmOTVhYjU1LTE5M2QtNDI5Ny04MDczLTgyMTg1MGI2ZDBiNyJ9.uEXJkX5ps6F4tfxtZaMKL1x2ErgR_Oezlcc01mlllUA" class="fr-fic fr-fil fr-dib" width="1340" style="width: 1342px; height: 438.094px;" height="438"></p><p><strong><span style="font-size: 10pt;">Fig 9. Start configuring Google Auth Platform</span></strong></p><p><br></p><p data-pasted="true">When setting up give the app a name and choose a support email. The support email will be displayed when authenticating the connection between Halo and Google. Set the audience to be "Internal". Then add contact information and finish. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxZTViZDI3LWY3MTYtNDk4ZC1hMDU1LWJkZjQ5M2E2MjIyNyJ9.z1_8YUG5CLOSCvVtBCjAyDQ8-EXKpX9V38ZDorrM-k0" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 513.379px;" height="513"></p><p><strong><span style="font-size: 10pt;">Fig 10. Configuring Auth Platform</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Add Scopes to Project</span></strong></p><p>Now you will need to add the following scope to the project:</p><ul><li style="font-style: italic;"><em>https://mail.google.com/</em></li></ul><p>Add this under the "Data access" tab.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlZDNhNGM3LTMxOTctNDg5Zi1iZjE5LWI1ZjYzMzBkYzJhMiJ9.E3Li3sz7NWTgyA2Q-lZavSOcbqsP5uZfBpb1U6kftnk" class="fr-fic fr-fil fr-dib" width="952" style="width: 954px; height: 435.95px;" height="436"></p><p><strong><span style="font-size: 10pt;">Fig 11. Add scope</span></strong></p><p><br></p><p>You can search for the scope here, select it and click "Update".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhY2M4YjkwLTRjYzktNDk4YS1hYTQwLWM0NTU3MDYzMmE3MCJ9.v97U_gPnT4dCYqWAK_sAXYkMoXNNoOoYDlvK3EjvABs" class="fr-fic fr-fil fr-dib" width="878" style="width: 880px; height: 562.132px;" height="562"></p><p><strong><span style="font-size: 10pt;">Fig 12. Select and add scope</span></strong></p><p><br></p><p>Remember to save once added.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwMDg4MDMzLTI4YmQtNGMyZC05M2U1LWQ2ODViNDM5MGVlYiJ9.nLgcrgJI16sOQIq3YzguuT7erOpT34FEAe8Qxpmr6lk" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 826.068px;" height="826"></p><p><strong><span style="font-size: 10pt;">Fig 13. Save scopes</span></strong></p><p><br></p><p>Now you can generate a client ID and secret for the project. These will be plugged into Halo to authenticate the connection. </p><p><br></p><p><strong><span style="font-size: 12pt;">Generate Client ID and Secret</span></strong></p><p>In the project, head to the "Clients" tab and "Create client", ensure you create an OAuth 2.0 client.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5NjAxZDExLTQ5ODctNDYwYi1iYzhlLWJmMDE1MzI2MTg5MSJ9.wfqsPRRx3WstEpUJcU9PQV9x9geZeBtBEvv2DZyRDt0" class="fr-fic fr-fil fr-dib" width="1552" style="width: 1554px; height: 363.092px;" height="363"></p><p><strong><span style="font-size: 10pt;">Fig 14. Create Client credentials</span></strong></p><p><br></p><p>Set the application type to be "Web application" and add a redirect URI. The redirect URI will follow the format:</p><ul><li><a target="_blank" rel="noopener noreferrer noopener noreferrer" data-fr-linked="true" href="https://yourhalodomain/authcallback" data-pasted="true">https://YOURHALODOMAIN/authcallback</a></li></ul><p>The exact redirect URI needed can be found on the new credentials screen for the mailbox in Halo, as shown in Figure 2. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3ODE1NTRkLWRlNTktNDA0YS05NDgyLTk5MjI3ODE5Y2Q0MiJ9.32AZXXgCWaqDg_7SZ4UJegFVMdhASL4vGiuQylVEyV4" class="fr-fic fr-fil fr-dib" width="1446" style="width: 1448px; height: 802.07px;" height="802"></p><p><strong><span style="font-size: 10pt;">Fig 15. Example Client setup</span></strong></p><p><br></p><p>Once created you will be provided your client id and secret, copy these. </p><p><br></p><p data-pasted="true"><strong><em>Note: The whole client ID and secret will need to be used, including the '.<a target="_blank" rel="noopener noreferrer noopener noreferrer noopener noreferrer" data-fr-linked="true" href="//apps.googleusercontent.com">apps.googleusercontent.com</a>' section.</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyZTM4Njk1LTgzYWMtNDRkNS1iODA3LTU1OTY1NTA3MzU5OSJ9.I1ZslrFN0EnTsdCOLNCtZvNKLfZ3Q7gh0g_5p9G6yCI" class="fr-fic fr-fil fr-dib" width="527" height="683"></p><p><strong><span style="font-size: 10pt;">Fig 16. Client ID and secret</span></strong></p><p><br></p><p>Now you can head back to Halo and plug these credentials into your mailbox. </p><p><br></p><p><strong><span style="font-size: 14pt;">Plug Credentials into Halo</span></strong></p><p>Paste the client ID and secret into the mailbox credentials in Halo. When saved you will be given an option to "Sign into Google". Sign in using the dedicated Google Workspace user account for the mailbox. </p><p><br></p><p><strong data-pasted="true"><span style="color: rgb(235, 107, 86);">Important: The mailbox account you sign into here should not be your personal email.</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3ZTg3Njc2LTMxMjYtNGRjMS05ZjVjLTY1YWFkYzRlOWVhNyJ9.VgP0ixJs75kXACiIvZS11tmf67pVQSKncI29ecx8Sxw" class="fr-fic fr-fil fr-dib" width="1533" style="width: 1535px; height: 583.124px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 17. Sign in with Google to authenticate the connection</span></strong></p><p><br></p><p data-pasted="true">Once completed you should be redirected back to the mailbox setup screen. If the authorisation was successful the Sign In button will have changed to a disconnect button.</p><p><br></p><p>Remember to save once completed.</p><p><br></p><p><strong><span style="font-size: 14pt;">Additional Setup</span></strong></p><p><span style="font-size: 11pt;">There are various additional settings for the mailbox, that control how incoming/outgoing emails are processed. For a breakdown of what each of these settings do check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1799" id="isPasted" target="_blank" rel="noopener noreferrer">Mailbox Setup</a>.</span></p><p><br></p><p>Once the mailbox is setup you may want to set this as the (global) default mailbox used for outgoing mail. </p><p><br></p><p>To do this head to configuration > email > general settings > outgoing email defaults. Here use the dropdown to select the mailbox you would like to be used as default. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3ZjJjMjU5LTllNWEtNGEyNi1iNzM4LTQ3YzIyOTk2ZTQzOCJ9.MuoUHHdb2z94EiAOjZfqZM3CwHnh315MW2bzB5OtS6I" class="fr-fic fr-fil fr-dib" width="545" style="width: 547px; height: 391.315px;" height="391"></p><p><strong><span style="font-size: 10pt;">Fig 18. Set outgoing email default</span></strong></p><p><br></p><p>You can override the mailbox that is used in various scenarios. Overrides can be set for various entities. For details on where overrides can be set checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2463" id="isPasted" target="_blank" rel="noopener noreferrer">Mailbox Overrides</a>. </p><p><br></p><p id="deletion-labels"><strong><span style="font-size: 12pt;">Setting up Deletion Labels</span></strong></p><p>Within the mailbox incoming config, you have the option to <em>Assign emails to the following label when they are deleted</em>.</p><p><br></p><p>If you are using a system label, you can enter the name of the label in full caps. If you are using a user defined custom label, you need to provide it's ID in the following format:</p><ul><li><em>Label_5915939116930758527</em></li></ul><p><br></p><p>You can find the label ID by making a change to the label within Gmail, such as by toggling the show/hide and inspecting the network call it makes. You will just need to remove the '^x_' from the beginning and replace it with 'Label_', as demonstrated above.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3Y2ZmODI5LTZiODYtNDc3Mi05M2NhLTVmY2VmYTM0MWJmNCJ9.4AFTL3HJSAqQc_qCHByXMWJngYGUaU53qUOU8-Lz8qk" class="fr-fic fr-fil fr-dib" width="1473" style="width: 1475px; height: 631.703px;" height="632"></p><p><br></p><p><strong id="isPasted"><span style="font-size: 10pt;">Fig 19. Detailing how to obtain a user define label's ID</span></strong></p>
