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Setting up Traceless with Halo PSA
Setting up Traceless with Halo PSA

Step-by-step instructions to use Traceless inside Halo

Peter avatar
Written by Peter
Updated over 2 months ago

To get Halo PSA set up
with Traceless follow these five steps

  1. In Halo:

    1. Create an API Agent in Halo for Traceless

    2. Create a Halo API "Client ID and Secret" Application

    3. Set your permissions correctly

  2. In Traceless, enter your credentials to connect here

  3. In Halo, remove the admin permission from your Application

  4. Use Traceless in Halo!

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Step 1a. Create the Traceless Agent in Halo

  1. In your halo instance go to: configuration > Teams & Agents > Agents

  2. Click the "New" button

  3. Under "Username" enter Traceless

  4. Add the "Administrator" role

  5. Click the checkbox that says "Is an API-Only Agent"

  6. Specify the default team and work hours (No impact)

  7. Click the "Save" button

Step 1b. Create the "Client ID and Secret" Application

  1. In your halo instance go to: configuration > Integrations > Halo PSA API

  2. Click the "View Applications" button

  3. Click the "New" button

  4. Under "Application Name" type Traceless

  5. Under "Authentication Method" select "Client ID and Secret (Services)"

  6. Under "Agent to log in as" select "Traceless"

  7. Click "Save"

Step 1c. Set your Application's permissions

  1. Make sure you are still here: Configuration > Integrations > HaloPSA API > HaloPSA API

  2. Click the "Permissions" tab for the "Traceless" application

  3. Click the "Edit" Button

  4. From the permissions checkboxes select:

    1. read:tickets

    2. edit:tickets

    3. read:customers

    4. edit:customers

    5. read:items

  5. Click the "Details" tab for the "Traceless" application

  6. Click the "Generate" button for the "Client Secret"

  7. Copy your "Client ID" and "Client Secret" credentials some place safe (and temporary)

  8. Click the "Save" button

Step 2. Connect your application in Traceless

  1. Go to the Halo connection page here https://traceless.io/halopsa/connect/

  2. Enter in your credentials based on the instructions

  3. Click the "connect" button

Step 3. Test your integration in Halo

  1. Go to the "Service Desk" section in Halo

  2. Open an existing ticket

If you DO NOT see the Traceless tab in your service ticket

  1. Go to Configuration > Tickets > Ticket Types

  2. Click the ticket type you want to use with Traceless

  3. Click the "Allowed Values" tab

  4. Scroll down until you see the "Custom Tabs" section

  5. Click the "Edit" Button

  6. Check the "Allow all Custom Tabs" checkbox

  7. Click the "Save" button

If you see the Traceless tab in your service ticket

  1. Click the Traceless tab

  2. You should see the Traceless UI

  3. Try sending an MFA code via SMS or the ticket

  4. Check that the action was logged in the ticket notes

If you don't see the Traceless UI and it says "Please Log In" you can follow this guide for enabling Traceless to communicate with Halo: https://help.traceless.io/en/articles/7019947-troubleshooting-connecting-traceless-to-your-psa

NOTE: If you are having trouble and see an error from Halo saying 400 Message: Name must be unique. Please delete the Traceless "Custom Tab" in Halo and start over.

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