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HaloPSA Integration

Overview

If you’re using HaloPSA, you can integrate DefensX to:

  • Receive service tickets in real time.

  • Sync subscription usage for each product into your agreements.

The integration process involves creating an API-only agent, generating API keys in HaloPSA, and configuring the DefensX backend.

Configurations in HaloPSA

Creating a Custom Agent

To set up the custom API agent:

  • Navigate to Configuration → Teams & Agents → Agents

  • Click the New button

  • Enter a username like "DefensX Agent" and check the box for Is an API-only Agent.

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  • Under the Agent Details section, set Default Team to the team of what the technician agents use

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  • Set Work Hours to "24 Hours."

  • Click Save at the bottom of the page.

Once the agent is created, click Edit in the top panel to adjust permissions:

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  • Set Customers Access Level to Read Only

  • For Ticket Integration:

    • Set Tickets Access Level to Read and Modify

    • Set Can add new Tickets to Yes.

    • Set Can view Unassigned Tickets to Yes.

    • Set Can assign to Agents in Teams the Agent is not a member of to Yes.

    • Set Allow creation of new Ticket Types and linked object to Yes. This will be needed for creating ticket type named as "DefensX Ticket".

  • For Billing Integration:

    • Set Suppliers Access Level to Read and Modify if you want to create DefensX supplier automatically. Otherwise, you can set Suppliers Access Level to Read Only and create DefensX supplier manually.

    • Set Products Access Level to Read and Modify for creating DefensX products.

    • Set Invoices Access Level to Read, Create and Modify for adding lines to Recurring Products. The Integration won’t create new recurring invoices, but it will modify existing invoices.

  • Then click Save at the bottom of the page.

Note
 The term Supplier/Vendor and Product/Items can be shown based on your localization preferences in Halo PSA.

Generating API Keys

To generate the API keys for the newly created agent, follow these steps:

  • Navigate to Configuration → Integrations → HaloPSA API.

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  • Click on View Applications under the Applications section.

  • Click New to create a new application.

  • Provide a name like "DefensX Application" and select Authentication Method as Client ID and Secret (Services). Make sure to note down the Client ID and Secret, as these will be needed for the integration.

  • Select the agent you created earlier from the list.

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  • Navigate to the Permissions tab, select all:standard and admin:webhooks permissions, and click Save.

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Configurations in DefensX Portal

Creating the Integration

integrations

  • Navigate to Integrations in the partner dashboard. Then click to + ADD button at the line of HaloPSA

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  • Copy the Resource Server from HaloPSA backend under Configuration → Integrations → HaloPSA API and paste it to as Resource URL in DefensX Backend

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  • Copy the Authorization Server from HaloPSA backend under Configuration → Integrations → HaloPSA API and paste it to as Authorization URL in DefensX Backend

  • Find the created application under Configuration → Integrations → HaloPSA API → View Applications menu and copy the Client ID and Client Secret values

  • Paste the Client ID and Client Secret values to the DefensX Backend

  • Click the Test Connection button below. You should see the "Connection successful" message.

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  • Then, you should be able to click the button Create Integration

Client Mapping

HaloPSA Clients are your customers in DefensX. You need to map the HaloPSA clients to your DefensX customers.

Note
 Due to your HaloPSA settings, you can see your clients as "Customers" or "Companies" in the HaloPSA. You can modify the label of client management area.

  • Click the box at the line of customer. At the triggered drop-down menu, you can see your HaloPSA Clients. The customers with the most similar names will be displayed with a green background.

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  • When you finish the mapping, click Save Client Mapping to proceed.

Ticket Integration

Tip
 If you are not interested in the Ticket Integration, you can skip the action by clicking Recurring Invoices at the top.

Click the toggle button at the line of Ticket Integration and select the following configuration option values:

Default Agent

This agent will be assigned to the tickets created by DefensX. If you are not interested, please select “Unassigned”. If you can not see any agent other than "Unassigned", please check the Default Team setting of the Agent created for Integration. By the way, if you expect more Agents, you should assign more teams in Departments & Teams in the page of Custom Agent from HaloPSA.

Default Team

This team will be assigned to the tickets created by DefensX. The only option could be the Default Team of the Custom Agent. You create more options by assigning more teams in Departments & Teams page of Custom Agent from HaloPSA.

Initial Status

This will be the initial status of your tickets.

Closing Status

This will be the status of your tickets which are closed by DefensX Backend. Do not forget to scroll down to see more statuses.

  • Click Save Ticket Configuration

Ticket Title

The Ticket Title field allows you to customize the summary/title of the service tickets created in your PSA. You can use a combination of plain text and dynamic variables to make the ticket titles more descriptive.

Available variables are:

  • {{report_type}}: The type of the generated report (e.g., User Feedback, URL Block).

  • {{hostname}}: The domain or server name where the event occurred (e.g., example.com).

  • {{user}}: The name, email, or username of the user who performed the action.

If you leave this field blank, the default format will be used: New user request: {{report_type}}.

Billing Integration

Tip
 If you are not interested with the Ticket Integration, you can skip the action by clicking Status at the top.

  • Click the toggle button at the line of Billing Integration to open the related settings.

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  • Map the DefensX Customers to a HaloPSA Recurring Invoice.

Important
 Only Monthly Recurring Invoices will be listed here. Also, make sure that the invoice is assigned to the related client.

  • When you finish your mapping, please click Save Recurring Invoices Mapping.

Synchronization

Your integration has been set, and it will be periodically synchronized. However, you might want to trigger the first synchronization manually to speed up the integration.

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Questions & Answers

  • I’m receiving an error like "Please select a valid Client/Site/User"

If a site does not have a "general user" assigned, this error may occur. To resolve the issue, try creating a user record for the site with username of 'general user'.
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