<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;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p id="isPasted" style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style='font-size:11pt;font-family:"Arial",sans-serif;color:black;'>When set-up, this integration allows you to send tickets to the other instance and manage the updates from it.</span></p>
<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;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style="font-size: 11pt;"><strong>- How to Setup the HaloITSM/HaloCRM integration</strong></span></p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style="font-size: 11pt;"><br></span></p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style="font-size: 11pt;"><strong><span style="color: rgb(226, 80, 65);">Important: A new and improved integration method is available for integrating Halo instances. See</span></strong><strong> </strong><a href="https://www.usehalo.com/guides/2455" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;"><strong>our guide here</strong></a><strong> <span style="color: rgb(226, 80, 65);">for this method. </span></strong></span></p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><br></p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style="font-size: 11pt;"><span style="color: rgb(0, 0, 0);"><strong><em>Disclaimer: This integration is intended for integrating instances of HaloITSM (Halo used by internal IT and enterprise solution teams) with instances of HaloCSM (Halo used by customer service teams). When setting up the integration 'HaloCRM' labels may still be used/visible in the agent app. </em></strong></span></span><span style="color: rgb(0, 0, 0);"><strong><em><br></em></strong></span></p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style="font-size: 11pt;"><br></span></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>How to Setup the HaloITSM/HaloCSM integration</strong></span></p><p id="isPasted" style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style='font-size:11pt;font-family:"Arial",sans-serif;color:black;'>To start, head to 'Configuration' in your HaloCSM instance, then head to Configuration > Integrations > find, the HaloITSM integration and ensure it is enabled. </span></p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style='font-size:11pt;font-family:"Arial",sans-serif;color:black;'><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExMzdjMjA4LWU3N2YtNDZkNC05NjQwLTYyZDkwODMzNDM2YyJ9.TXnPQKnNutyP3PXWGb7P9EAeRggqfb3nlDdg2WAdCQk" class="fr-fic fr-fil fr-dib" width="193" style="width: 193px; height: 90.6515px;" height="90.6515"></span></p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black;"><strong>Fig 1. Halo ITSM integration module</strong></span><span style="font-size: 10pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span id="isPasted" style='font-size:11pt;line-height:107%;font-family:"Arial",sans-serif;color:black;'>On your HaloITSM instance, head to Configuration > Integrations > HaloCRM and enable this integration module. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span id="isPasted" style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2MWNjYTkxLTE3MTYtNDYwZC1iZjkwLTc2MzQzZGQ0YWI1NiJ9.V24AVdivqTxzoIHeT27ZP_nTbi4jwP6-CUv7o-eiAQI" class="fr-fic fr-fil fr-dib" width="95" style="width: 95px; height: 108.818px;" height="108.818"></span></p><p><span id="isPasted" style="font-size: 10pt;"><strong>Fig 2. HaloCRM (CSM) integration module</strong></span><span style="font-size: 10pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">The integration works by setting up an API connection on both instances which can automatically send messages to the respective instance.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"> </span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">They can be set up in any order. In this example we will set-up the API connection on HaloITSM and then add the credentials to HaloCSM. Then I’ll do this again the other way round.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"> </span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Next, in your HaloITSM instance head back to the Integrations page and select "HaloITSM API".</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyZGE3NTZmLTBjYjQtNDEyZC1hYzczLTIzODg3YmQxZDI0NiJ9.wm40-YdSpq7F7CVadyoOvcvDeCS0a3NdZdUfoY1g9Gw" class="fr-fic fr-fil fr-dib" width="103" style="width: 103px; height: 112.207px;" height="112.207"></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 10pt;"><strong>Fig 3. API module</strong><strong><br></strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Click this, then ‘view applications’. We will need to create a new application – so, press ‘new’ in the top right corner and on the new application screen you’ll be presented with some prompts.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">First, give it a name (we suggest HaloCSM but it’s up to you!).</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">For authentication method, select <strong>CLIENT ID AND SECRET.</strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Copy the Client ID</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Copy the Client Secret</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Set the Login Type to 'Agent' and then select an Agent, or create an application identity. </span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Next, to go the ‘permissions’ tab and select ‘all’, then save the application.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"> </span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Next, head to the HaloITSM integration in your HaloCSM instance and add the details you just copied as well as your HaloITSM URL.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllNWE1MmNhLTQzNmUtNGYyZS1iYjVkLTc0MWNkMzU1NTQ2MCJ9.YSE8VYYVDXS9igQZcWzdmXFuhIyyOSfzyqr9z8oAo0k" class="fr-fic fr-fil fr-dib" width="902" style="width: 904px; height: 277.01px;" height="277"></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 10pt;"><strong>Fig 4. Connection details in HaloCRM instance</strong><strong><br></strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Press ‘validate’ and this will be saved automatically.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Repeat the steps for the other instance. <strong>A</strong><strong>PI applications must be set up and validated on both sides in order for the integration to work. </strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">On the HaloCSM side, you will need to select the outcomes of the integration. This means, selecting a ticket type to log with and status and priority mappings. </span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjOWNkZTI3LWY0MDYtNDljMy04ODI3LTgyZTQ4YzIzMGJmOCJ9.RLgvtrkSB9-YhpWh4tM6M8PIbhPWnzEn0Bp7lVFfECE" class="fr-fic fr-fil fr-dib" width="735" style="width: 735px; height: 416.656px;" height="416.656"></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 10pt;"><strong>Fig 5. Integration configuration in HaloCRM</strong><strong><br></strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Once happy, you'll need to create an action that triggers the integration to work.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Head to Configuration > Processes > Forms > Actions and create a new action called ‘Send to ITSM’ (or similar).</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"> </span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">This action will need to have the system use of ‘Create Ticket in HaloITSM’.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4ODJiMTkxLWM1NTEtNDY5MS04NDExLWZmYjdkMTA0OTA4ZiJ9.FTc6LiOqVGNyIcJWPAtT3esseM5ztTOGFp2QdWL98uk" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 233.958px;" height="234"></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 10pt;"><strong>Fig 6. Action to trigger sending the ticket to ITSM instance</strong><strong><br></strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">By default, there will be a summary and notes field added to the action to send over information.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwMTJiN2EzLWQ3ZWMtNGVhMi05MmM3LWQwYzljZjM0NWJiNSJ9.8T0u_gcQgN25wb7-mqPj5X8R0U4ohOUODD87UAd95XE" class="fr-fic fr-fil fr-dib" width="738" style="width: 738px; height: 353.331px;" height="353.331"></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 10pt;"><strong>Fig 7. Action created in use</strong><strong><br></strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Save this configuration.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"> </span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><strong>You will need to add this action to the necessary workflow or ticket type if you have any restrictions on the ticket types for available actions. </strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">Next, head back to your ITSM instance and do the same thing. For the system use on the ITSM side, set to ‘no system use’. The field list should be the same.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">On both actions, ensure the checkbox shown in Figure 8 is enabled. </span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjYWE4ZGExLWVkZDAtNGNjOC04YTlhLWZjOWM1OGNhMzAxNSJ9.ecCRo7nLfVmfVeW_IHcw-EarQBTjjKJj7xV6B4widO8" class="fr-fic fr-fil fr-dib" width="283" height="56"></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 10pt;"><strong>Fig 8. Setting to send action to linked Halo instance</strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">This can be done under the defaults tab.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"> </span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;">The integration should now be ready to go!</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><br></p>
