How do I integrate Bocada Cloud with HaloPSA for ticketing?

Automatically generate tickets in HaloPSA when a backup job or data collection fails

Bocada Cloud has integrated with HaloPSA (SaaS version) using their published REST API to automatically generate a ticket when a backup job and/or data collection monitored by Bocada Cloud fails. To configure the integration, follow the steps below.

1. Add a Ticketing Integration to HaloPSA in Bocada Cloud

• In the Bocada Cloud left navigation menu, select Administration > Ticketing Integrations > +Add
• Click the HaloPSA tile
• Display Name field: enter a name for the connection to HaloPSA which will be displayed in Bocada Cloud. You can name it whatever you like; we recommend it references the “friendly name” you use to refer to the HaloPSA instance.
• Base URL field: enter the URL of your HaloPSA instance. For example, an organization called "Acme" would have a base URL of: https://acme.halopsa.com
• Agent Email field: enter the email of the HaloPSA agent that was used to create the application client. This must be a valid email address of a HaloPSA user. We recommend that it's the same individual you will select as the Agent to login as in step #12 below when creating the new API application. 
• Client ID & Client Secret: follow the steps below in #2 (Log into your HaloPSA instance) to generate a Client ID & Client Secret that you will use for these two remaining data fields. 

2. Log into your HaloPSA instance

While keeping Bocada Cloud open, log into HaloPSA in another browser or browser tab to create a Client ID & Client Secret which are required fields for the integration to be completed. 

1. Click Configuration on HaloPSA's left navigation menu.
   
2. Enter API into the search field at the top of the page.
3. Click the HaloPSA API button.
4. Click the View Applications button.
5. Click the New button in the top right corner of the screen to create a new application to connect to Bocada Cloud.
6. On the Add an Application page, you will be on the Details tab.
7. Enter an Application Name, such as Bocada Cloud.
8. The Active checkbox should be checked.
9. Under Authentication method, select the Client ID and Secret (Services) radio button
10. You will see a Client ID displayed – copy and paste this into the Client ID field in Bocada Cloud. 
11. You will see a Client Secret displayed – copy and paste this into the Client Secret field in Bocada Cloud. DO NOT CLICK THE SAVE BUTTON before you paste the Client Secret into Bocada Cloud as it will disappear from the screen after it is saved.
12. You will see a Login Type field - ensure that Agent is selected (default)
13. In the Agent to log in as field, select a user that has permission to view and create tickets.
14. Now, click the Permissions tab at the top of the screen. Check the following three checkboxes: read:tickets, edit:tickets and read:customers 

15. Scroll down and click the Save button. 

3. Complete Integration Fields

Navigate back to Bocada Cloud and ensure all fields on the ticketing integration page are filled in:

• Client ID - enter the Client ID you created using the instructions above.
• Client Secret - enter the Client Secret you created using the instructions above.
• Allow Auto-Closing of Tickets - this is an optional checkbox you can select if you would like Bocada Cloud to automatically close a ticket it opened when a backup or data collection failure previously identified is resolved. 

4. Verify the Connection

• Next, Bocada Cloud will verify the connection between Bocada Cloud and your HaloPSA system using the credentials you entered. It will also attempt to create a sample ticket in your HaloPSA system so you can verify the integration on your end. 
• Select which Customer (Tenant) and Site the sample ticket should be delivered to in HaloPSA. If you do not set up ticket triggers specific to each customer/tenant in your HaloPSA system after the integration is established, then all tickets will be associated by default with the customer and site entered during this step.
• Click the Verify connection and create a sample ticket button.
  • If successful, you will see a confirmation message and test ticket number. Look in HaloPSA to verify the ticket has been created.
  • If your HaloPSA system requires additional fields for a ticket to be successfully created, Bocada Cloud may not be able to create a sample ticket at this step and will notify you in the UI. You will be able to test that a sample ticket can be created when setting up a ticket trigger. 

• After the integration is verified, you will be able to create ticket trigger(s) for each customer as described in step 5 below. That way, tickets created because of a backup or data collection failure will be associated with the correct customer in HaloPSA.
• If you receive an error message after trying to verify the connection, review the data you entered to make sure it is correct. If you are still experiencing issues, create a support ticket in Bocada Cloud to get additional help. 

5. Set up and Save a Ticket Trigger

After you verified that the connection between Bocada Cloud and HaloPSA is working, create a trigger to automatically generate an incident when a backup job or data collection fails. 

1 - Immediately after creating a successful integration with HaloPSA, Bocada Cloud will prompt you to set up a ticket trigger (click the Set up a Ticket Trigger button on the confirmation page).

Or, if you would like to configure the ticket triggers later, on the left navigation menu, select Administration > Ticketing Integrations > List and click the Add Ticket Trigger icon for the HaloPSA integration you just set up (see screen shot below).

2 - Trigger Name - create a name for this ticket trigger which will display in the Bocada Cloud UI. You can create multiple triggers for the same HaloPSA integration; therefore, enter a name that will describe the type of trigger you are setting up (e.g. "All backup job failures" or "<Customer name> backup job failures").

3 - Parameters: Organizations - select the Organization(s) this trigger will be set up for:

a. If you want the ticket to be created when there is a failure for a resource in any organization you've set up in your Bocada Cloud account, select "All Organizations."

b. If you want the ticket to be created when there is a failure for a resource in a specific organization so that the ticket can be sent to that customer tenant in HaloPSA, select "Specific Organizations" and then choose the organization. 

4 - Parameters: Connections - choose whether the ticket trigger will apply to all or only specific connections to your backup applications. (Selecting "all" is recommended). 

5 - Trigger: Type - select whether this ticket trigger will be generated based on a Bocada Cloud Data Collection Failure or a Backup Job failure.

a. Note: you can set up multiple ticket triggers for a single integration with HaloPSA. Once you create a trigger for one type of failure, you can add another trigger for a different type of failure, and/or for a different organization (customer).

6 - Trigger: # - select how many consecutive attempts before the ticket is generated (e.g. a backup job fails 3 consecutive times and then a ticket is generated in HaloPSA). 

7 - Ticket Creation: Ticket Integration: this drop-down field will default to the HaloPSA integration you selected.

8 - Status Fields Assignments - optionally, when the ticket is created in HaloPSA, you can choose to auto-populate other static data fields in the ticket with specific values.

a. Client ID & Site ID fields: you can create a trigger to generate tickets for specific customers in HaloPSA by using the "Client ID" & "Site ID" static fields. 

To select a static field, find it in the drop-down menu and enter a value in the Value field, then click the save icon. 

To add another static field (such as Site ID), click the + circle icon in the top right as in the screen shot below.

You can find a specific Client ID and Site ID by accessing them in the HaloPSA application.

• Ticket Creation Failure Notification - optionally, you can choose to receive an email notification if the creation of a HaloPSA ticket fails. If you select this option, enter the email address(es) of the recipients of the notification. If there are multiple recipients, separate their email addresses with commas.   
• Save the trigger - click the Save button to save the ticket trigger. YOU WILL NEED TO SAVE IT BEFORE CREATING A TEST TICKET. Once saved, the trigger will appear on the Administration > Ticketing Integrations > List page, under the HaloPSA connection. Click the down arrow to display the list of ticket triggers as in the screen shot below.

• Create Test Ticket - once you have saved the ticket trigger, you can test it to make sure it's functioning correctly. Edit the trigger by clicking the pencil icon (as seen in the first screen shot below). Then click the Create Test Ticket button at the bottom of the panel to check that the integration and ticket creation process is successful (second screen shot below).