Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Generating an Auvik API Key
To use the Auvik integration, an API key must be generated for an Auvik user. To do this, log into your Auvik instance and edit your user profile. In the bottom right of your user profile, you will see the option to regenerate an API key for your user account.
Once you have generated your API key, store this in a secure place, as it will be needed later in the configuration of the integration.
To enable the Auvik integration in your Halo instance, navigate to Configuration > Integrations and enable the Auvik module. Once enabled, click into the module to begin configuring it.
To connect Auvik to your Halo instance, you must input the region of your Auvik instance, the API key you just generated and the username of the user who you generated the API key for.
The region for your Auvik instance can be extracted from your Auvik instance url, for example, https://company.eu1.mu.auvik.com. Once you have input these values, press the "Test Configuration" button to confirm that the values are correct.
Auvik sites can be imported into Halo. Before importing any sites, you must first choose the domain for the site which sits at the top of your site structure in Auvik. Once you have chosen a site domain, only your chosen site and sites that are a child of your chosen site will be imported/available to map in the next configuration steps of the integration.
In this example, the halopsasandbox domain has been selected, so any site underneath this in the tree can mapped/imported:
Now that a top level domain has been selected, you can create mappings between your Auvik sites and Halo sites. There are three options available when creating a mapping:
- An Auvik site can be mapped to an existing Halo site.
- A new site can be created in Halo from an Auvik site during the next import.
- An Auvik site can be set to *Not Mapped*, which will prevent the Auvik site from ever being imported.
Once you have configured your site mappings, click the import button to open the importer screen. Only mapped sites will will be displayed on the import screen. Even if you have mapped an existing Halo site to an Auvik site, you must still import the site from Auvik.
Networks can be imported from Auvik into Halo and created as devices. By importing networks into Halo, a relationship between devices and the networks they are connected to can be established. This step is not required, so if you do not wish to import networks from Auvik, this section of the configuration can be skipped.
To import networks, each network type in Auvik must be mapped to a Halo device type. Only networks belonging to mapped network types will be imported, so if you wish to ignore a certain type of network, then don't create a mapping for it. Multiple Auvik network types can be mapped to the same Halo device type if necessary.
Next you can configure which network fields from Auvik map to which device fields in Halo. It is possible to map to both device fields and also device custom fields. If mapping to a device field, you can choose to create the field during the next import. Custom fields cannot be created automatically during an import.
Finally, a default Halo site must be selected. If a network is imported from Auvik which belongs to an Auvik site which has not been mapped to a Halo site, then the imported network will be assigned to this default site in Halo. This field is also used for importing devices from Auvik in the next steps.
Once you are happy with your configuration, click the import button to open the importer screen and import your networks.
Devices can also be imported from Auvik and created as devices in Halo. The configuration steps for this are identical to the networks configuration, only the available Auvik device types and Auvik device fields are different.
The Halo integrator can be used to import Sites, Networks and Devices from Auvik automatically on a recurring schedule. To enable this functionality, enable the setting and choose which entities you would like to import. If you have decided not to import networks and have not created any network type mappings, then no networks will be imported even when the sync is enabled.
Use of the Halo integrator is not covered in this guide.
Alerts can be sent to Halo via a webhook from Auvik and created as tickets in Halo.
To enable this functionality, enable the setting which will then provide you with some additional configuration options.
A ticket type for new alerts received from Auvik should be configured. It is important that this ticket type does not require any mandatory fields, as this may prevent the alert from being created, so it is recommended that you create a separate ticket type for these alerts.
You must also choose a user for new alerts. This user will be set to the user of the ticket if a device/customer associated with the alert cannot be found in Halo.
When a ticket linked to an Auvik alert is closed in Halo, the alert will be automatically reset in Auvik.
Creating the Webhook
To create the webhook in Auvik, select Integrations > Add Integration > webhook:
Give your webhook a sensible name and then input the webhook url shown in the Halo integration (see above for example). The URL should be in the format of [Halo URL]/api/notify/auvik:
- Asset Import - CSV/XLS/Spreadsheet Method
- Call Management in Halo
- Creating Agents and Editing Agent Details
- Departments, Teams and Roles
- Importing Data
- Multiple New Portals with different branding for one customer [Hosted]
- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through
- Syncing Exchange Calendars