<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"><strong>In this guide we will cover:</strong></p><p><strong>- Creating an Application</strong></p><p><strong>- Linking a Connected Instance</strong></p><p><strong>- Creating a Linked Ticket List</strong></p><p><strong>- Using a Linked Ticket List</strong></p><p><strong>- Email identification</strong></p><p><br></p><p><br></p><p>Connected instances can be used to allow agents from two separate Halo instances to work on the same ticket list. In this example, we are joining a PSA instance to an ITSM instance, although the type of Halo product does not matter here.</p><p><br></p><p><strong><em>Note: Agents in the secondary instance will need login credentials to the primary instance.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating an Application</span></strong></p><p>The first thing is to create an API application in instance A (PSA). Go to Configuration > Integrations > Halo API > Applications. Give it a name, and set the authentication method to "Client ID and Secret (Services)". Make note of the client ID and secret, as the secret will be hidden upon leaving the page.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjOWUyNzUwLWRkZjgtNGVmOS1iNjEwLWQxMmUxOGE1MTgxYSJ9.PgmJ4TL8hVEf1hvDrU_DaMVx3d0rWw2uw5zH2VZlF9c" width="1074" height="553" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 1. Creating the API application</span></strong></p><p><br></p><p>In the "Permissions" tab, set the permissions. The below is recommended/required.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmOTMyMDMwLTg4ZGMtNDRlYi04Y2U2LTc3YTRmYTk1ODhhZSJ9.9-dWS_KvepN9_H8tibqDb-Ka-mILf9h_ERerxE7PYWQ" width="1022" height="476" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting permissions on the application</span></strong></p><p><br></p><p>Save the application.</p><p><br></p><p><strong><span style="font-size: 14pt;">Linking a Connected Instance</span></strong></p><p>Now we can go to instance B (ITSM). In Configuration > Integrations > Halo API > Connected Instances, create a new connected instance. Name this, and paste the client ID and secret from instance A here.</p><p><br></p><p>You will also need to enter a API and an authorisation URL. For the API URL, enter instance A's URL with "/api" at the end. For the authorisation URL, enter instance A's URL with "/auth" at the end.</p><p><br></p><p>The Halo tenant ID can be obtained by going to the URL with "/api/instanceinfo" at the end. Click the "Pretty print" checkbox for easier reading, and you can find "tenant_id" in the list here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyMWVkNmZkLWNhNTctNDE5NS04MGZhLWE5ZjIyMzEzNGI2NSJ9.fhS6UxQ4LNJw5UnO3WYhC86Q3WGpp45NyYroQ3LVbHk" class="fr-fic fr-fil fr-dib" width="359" height="87"></p><p><strong><span style="font-size: 10pt;">Fig 3. Obtaining the tenant ID</span></strong></p><p><br></p><p>Save the connected instance. To test if the instances are connected correctly, click the "Test" button at the top to check the configuration. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhZjgyNzA3LTQ5YmYtNGQ1OC05ZmRjLTBmZWQzNWIzODYyMSJ9.6Q8kZINEFBS4Y4LfMr3O7ymLkhZRyP2GXwlEHuHHQ-w" class="fr-fic fr-fil fr-dib" width="796" height="709"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting up a connected instance</span></strong></p><p><br></p><p>This will then show a popup indicating it has succeeded. If not, follow the instructions on the error popup to troubleshoot.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3M2ZiNjRiLTMxOTQtNGE4MC05ZDdmLTk0OTA1ZDg5Mjg5YiJ9.Cewc__nJYUE-OYb3btwU25nPjjR9KClh_6RmtvykHfY" width="615" height="157" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 5. Testing popup</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Linked Ticket List</span></strong></p><p>Upon successful configuration, you can now create the ticket list to show between both instances. In instance A, create a standard ticket list, and set the filters of what should appear within it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3ODMyM2E5LTQ2YjAtNDc1OC04MTU3LTQ5MWQzYTRlMWNjMiJ9.i5_WfNDRAAPQPklkQoEeqKrnN05Om5ujqTooACQIcuU" width="280" height="733" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Creating a ticket list in instance A</span></strong></p><p><br></p><p>In instance B, create a ticket list. Set the "Halo API" field to the connection with instance A, and then select the list ID/name in the field dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyM2M2ZGNmLTUxMGUtNDI5OS04MDMyLTBjNzk1ZTViOTJmZCJ9.y8mP3uoNA2GgWEKnLqcqEliA9pTZG3f48v6CePpVvy0" width="911" height="661" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. Linking a ticket list in instance B</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using the Linked Ticket List</span></strong></p><p>You have now created the ticket list. It will appear in both instances within the "My Lists" view.</p><p><br></p><p>It will appear like normal in instance A.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjZDQ5YWMwLTc5ODktNGZiZi1iNTI4LTYxZDhjZjUxZjJiOSJ9.Q3IK-3Ai9v4cnLW81FCbbCNEovZnGJnt0T5d-TE0kAI" width="1219" style="width: 1221px; height: 426.685px;" height="427" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 8. Ticket list in instance A</span></strong></p><p><br></p><p>Within instance B, you will also see the same ticket list.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1MzEyNGE0LTVjMjMtNDBiMi05N2M0LTZmMWUwMzNhZTQzNyJ9.QPA_q8u9qo2r5KLOfYafnAPzWRUXs2E2OR9IK5KwW7s" width="1219" height="264" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1221px; height: 263.69px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 9. Ticket list in instance B</span></strong></p><p><br></p><p>Upon clicking on a ticket within the list in instance B, the login screen will open in a new tab.</p><p><br></p><p>Agents in instance B will need logins for instance A, and upon logging in, the ticket will open in instance A.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1ZjgwNjBkLTYyYzUtNGZjMS1iZmJhLWQwMDc5YTMxZmQzYiJ9.Zak5LieYRaWrs42lUjNxpuMzh36EWdNjFH2wLxd1y2o" width="1220" style="width: 1222px; height: 292.217px;" height="292" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Clicking into ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;"><strong data-pasted="true">Email identification </strong></span></strong></p><p>An identifier can be set for each of your connected instances which will be included in outgoing emails. To enable this, head to Configuration>Email>General Settings, and select the "Add an instance identifier to the subject of Outgoing Emails". Once enabled, a text field will show allowing you to set your identifier for the instance. This allows you to identify and control where emails are sent and received from. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViY2E0OGYyLTgwYjYtNDE1MS04MjU2LWZmMTRlMWQ2Yzk2NSJ9.1NvHNQwyNfqFUGKXgv42CvZaSeAM46dCMsqH5Qi-Ufo" class="fr-fic fr-fil fr-dib" width="654" style="width: 656px; height: 137.84px;" height="138"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. Adding an instance identifier </span></strong></p><p><br></p>
