<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><strong>In this guide we will cover:</strong></p><p><strong>- What is an Azure Token?</strong></p><p><strong>- When does a Token Need Refreshing?</strong></p><p><strong>- Refreshing the Token</strong></p><p><br></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">What is an Azure Token?</span></strong></p><p>An Azure token is the method Microsoft use to allow access from external sources (in this case, Halo) temporarily. However, this token will eventually expire and need to be refreshed, and a token refresh failure happens when Halo can no longer access the account used to authorise the integration.</p><p><br></p><p><strong><span style="font-size: 14pt;">When does a Token Need Refreshing?</span></strong></p><p id="isPasted">The token determines how long Halo can access an admin account within Microsoft, and this can expire for a number of reasons, including:</p><p><br></p><ul><li>The time limit on the token has been reached.</li><li>Security changes, such as a new password.</li><li>Microsoft marking the token as idle if it has not been used frequently/recently.</li></ul><p><br></p><p>If your Microsoft integration is no longer syncing as expected, navigate to Configuration > Advanced Settings > Backend Service Monitoring. For detailed information of how to navigate this area, check out the "<a href="https://usehalo.com/haloitsm/guides/2435" target="_blank" rel="noopener noreferrer"><strong>Backend Services Monitoring</strong></a>" guide.</p><p><br></p><p>If it is an Azure mailbox, take a look in the "Outgoing Log" tab.</p><p>If it is another integration, such as Exchange Calendars, take a look in the "Integration Errors" tab or the "Inbound Requests"/"Outbound Requests" tabs within the integration module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzZTcxNmY5LTA3MzYtNDNmZS1iMzI2LTJjYTczMjQwMTRiNyJ9.7hC-4lwNh2c8qSIOlS68cbf3zxgTgkvGhCycQkh_Ncc" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 288.474px;" height="288"></p><p><strong><span style="font-size: 10pt;">Fig 1. Exchange Calendar token error example.</span></strong></p><p><br></p><p>If the error contains the phrase "System.Exception: Lifetime validation failed, the token is expired", a token refresh is needed. There may be other errors where support suggest completing this process as well.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhMTRmYmJmLTI5NzMtNGUyNy1iOWExLTU5Yzc3MmRlZmIzMCJ9.CU6lNF-HHd_4g7uqFlvKth6d8_qTCwx2ETsLwA2ONgA" class="fr-fic fr-fil fr-dib" width="508" height="247"></p><p><strong><span style="font-size: 10pt;">Fig 2. Token refresh error in the log.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Refreshing the Token</span></strong></p><p>To refresh the token, you will need to disconnect and reconnect the application.</p><p><br></p><p>Navigate to the relevant mailbox or integration, click the "Edit" button, and a button to "Disconnect from Application" will show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhYzgxNGY3LWUzZjctNGMxNi04YTllLTIwODJmNTc5NzAyZiJ9.-q5DYijnzMmL5OeaCe5NtWDpFWeOvrE7Nd6vGEedB28" class="fr-fic fr-fil fr-dib" width="844" height="675"></p><p><strong><span style="font-size: 10pt;">Fig 3. Disconnecting the application.</span></strong></p><p><br></p><p>This button will then disappear, and be replaced with the below "Azure Application Secret" field. This is the same configuration you would have seen when initially setting up the mailbox/integration.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlYjFmNjk1LTllYTItNDljNi1hYzk4LWNmNWNhODIyZWJkMSJ9.IDyinlJBH2mFB8JM1ht3bRByGgJxkqXF-AMEh4dIcTY" class="fr-fic fr-fil fr-dib" width="850" height="694"></p><p><strong><span style="font-size: 10pt;">Fig 4. Secret field now showing.</span></strong></p><p><br></p><p id="isPasted">Within your Azure portal, navigate to the app registrations, and switch to the "Certificates and Secrets" tab. Generate a new secret with a sensible expiry date in the same way you did when connecting initially. Make a note of the "Value" field and its expiry date. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkZmQ0ODMwLTFhNDAtNGY3MC05YjZlLTIyNGJhYjAwNmQ1NyJ9.OD3tQ2RB2US2v4bOI-D39CQHAZDAscx4vV9Y_H9XGoU" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 646.667px;" height="647"></p><p><strong><span style="font-size: 10pt;">Fig 5. Generating a new secret.</span></strong></p><p><br></p><p>Switch back to Halo and paste this into the "Azure Application Secret" field.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlYjFmNjk1LTllYTItNDljNi1hYzk4LWNmNWNhODIyZWJkMSJ9.IDyinlJBH2mFB8JM1ht3bRByGgJxkqXF-AMEh4dIcTY" width="850" height="694" 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;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 6. Re-entering the new secret value.</span></strong></p><p><br></p><p>Upon pasting this in, save and the option to "Sign in with Microsoft" will show. Click this and login like before to re-form the connection between Microsoft and Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0YmI3YTA5LTg4MGYtNDdhZi04ZTBmLWE4MzdmNTJmYTQ1ZiJ9._AU2YHNG6TyXA6l6NmY2rTfeg6NBi9HHqJOg4hx-oWw" class="fr-fic fr-fil fr-dib" width="849" height="711"></p><p><strong><span style="font-size: 10pt;">Fig 7. Re-sign in with Microsoft.</span></strong></p><p><br></p><p>Your token has now been refreshed, and the integration can be used again. </p><p><br></p>
