To get Halo PSA set up
with Traceless follow these five steps
In Halo:
Create an API Agent in Halo for Traceless
Create a Halo API "Client ID and Secret" Application
Set your permissions correctly
In Traceless, enter your credentials to connect here
In Halo, remove the admin permission from your Application
Use Traceless in Halo!
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Step 1a. Create the Traceless Agent in Halo
In your halo instance go to: configuration > Teams & Agents > Agents
Click the "New" button
Under "Username" enter Traceless
Add the "Administrator" role
Click the checkbox that says "Is an API-Only Agent"
Specify the default team and work hours (No impact)
Click the "Save" button
Step 1b. Create the "Client ID and Secret" Application
In your halo instance go to: configuration > Integrations > Halo PSA API
Click the "View Applications" button
Click the "New" button
Under "Application Name" type Traceless
Under "Authentication Method" select "Client ID and Secret (Services)"
Under "Agent to log in as" select "Traceless"
Click "Save"
Step 1c. Set your Application's permisssions
Make sure you are still here: Configuration > Integrations > HaloPSA API > HaloPSA API
Click the "Permissions" tab for the "Traceless" application
Click the "Edit" Button
From the permissions checkboxes select:
admin
read:tickets
edit:tickets
read:customers
Click the "Details" tab for the "Traceless" application
Click the "Generate" button for the "Client Secret"
Copy your "Client ID" and "Client Secret" credentials some place safe (and temporary)
Click the "Save" button
Step 2. Connect your application in Traceless
Go to the Halo connection page here https://traceless.io/halopsa/connect/
Enter in your credentials based on the instructions
Click the "connect" button
Step 3. IMPORTANT: >>> Remove the Admin permission in Halo <<<
In your Halo instance go here: Configuration > Integrations > HaloPSA API > Applications
Click on the "Traceless" Application
Click the "Edit" Button
From the permissions checkboxes and UNCHECK the Admin checkbox
Click the "Save" button
Step 4. Test your integration in Halo
Go to the "Service Desk" section in Halo
Open an existing ticket
If you DO NOT see the Traceless tab in your service ticket
Go to Configuration > Tickets > Ticket Types
Click the ticket type you want to use with Traceless
Click the "Allowed Values" tab
Scroll down until you see the "Custom Tabs" section
Click the "Edit" Button
Check the "Allow all Custom Tabs" checkbox
Click the "Save" button
If you see the Traceless tab in your service ticket
Click the Traceless tab
You should see the Traceless UI
Try sending an MFA code via SMS or the ticket
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.