Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
This section details the configuration that must be carried out in your Jira instance to make the integration work.
You must ensure that you have a project setup in Jira to create issues for. When setting up the trial for Jira, you will be taken through steps to create your first project, so you will always have at least one project available for posting.
It is possible to push initial estimates across to Jira when creating new issues. You can find out how to configure this further on in the guide, however, to use this feature you must ensure that your project uses a “Scrum” board, as Jira does not support time tracking on the new issue screen for a Kanban Board based project. You must also ensure that the original estimate field has been added to your issue type.
To sync updates from Jira issues back to Halo, you will need to create webhooks in Jira for the “Issue – Updated” and “Comment – Created“ events. To do this, click the settings icon in Jira, and go to System Settings. Then, scroll down the tree view until you see the advanced options, and there should be an option for webhooks:
The URL for the webhook should be set to your Halo API URL, followed by /notify. For example:
The exact URL you need to use is outlined in the Jira configuration screen within Halo and is highlighted further in this guide.
This section details how to configure the Jira integration in Halo.
To activate the Jira integration, go to Configuration > Integrations and enable the module. Please note that this integration cannot be used in tandem with the Azure DevOps integration. Once enabled, click into the integration to begin configuring it:
Begin by choosing your Jira instance type. Depending on which you choose, a different authentication method is required, and different boxes will be displayed based on this. Each authentication option should be self-explanatory, with links provided if you need to generate any tokens.
To link Halo to multiple Jira projects, you need to create Products in Halo and assign a Jira key to the product. You must be using at least version 1.22.1 or later in order to do this. You can configure your products in Configuration > Software Releases > Setup Products. On the details screen, you will see an option for Jira Project Key.
Issues can be created in Jira from tickets in Halo using actions. To do this, create a new action with the system use "Create Bug/Issue/Work Item", and make sure the action is available in your workflow.
The action will create an issue against the default project (using the name and key specified in the above step), unless the ticket is linked to a particular product which has a different Jira Project Key assigned to it. Tickets can be associated with different products by adding the product field to a ticket type.
When creating the issue in Jira, it's possible to send extra information across other than just the basic details.
It is possible to set the original estimate, remaining estimate and reporter fields for a new issue in Jira, as well as sending attachments from your ticket to Jira. To set these fields, you should add the corresponding field to the field list of the new action you have created. These fields will only be selectable once you have chosen the correct system use for the action.
For the reporter field to work, you must assign the ID of the Jira User to their corresponding Agent/User record. This must be done manually, or via a spreadsheet import. The fields can be updated on the details tab of both the User and Agent details screens.
Receiving Updates from Jira
It is possible to sync updates made to issues in Jira back to Halo. Following the steps outlined in the Jira Configuration part of this guide, create a webhook in Jira for the events specified on the setup screen:
To change the result of what happens to a Halo ticket when an update is received from Jira, there are some options below this to map statuses and custom fields. Setting up custom field mappings maintains your custom field values between the two systems, whilst status mappings allow you to change the Halo ticket status to a certain value depending on the new status of the Jira ticket. If you are mapping multi-select fields between Jira and Halo, you must ensure that the option list is equal across both systems.
There is also an option to map ticket types. Ticket type mappings are used to determine which type of issue is created in Jira when you use your new system action. For example, if you match your Incident ticket type to the Bug ticket type in Jira, when you perform the action on an Incident, an issue of the type Bug will be created in Jira.
When using software release tracking in Halo as well as Jira integration you can now set the Jira version name on each software release. You'll find the below free-text field on the Details tab of the release.
When creating a new issue from a ticket in Halo, if a software release has been chosen on the ticket, the corresponding Jira version will be linked to the issue in Jira.
Workaround for "Jira Sync Failed" components error
If you are getting the below error, you can work around this whilst we resolve it by adding the components field to the screen in use by your issue type:
To do this, you can follow these steps:
1) Go to Cog in top right, then go to Issues
2) Go to Field configurations on the left menu, and click "Configure" on the field configuration that is in use
3) Scroll down to find components and click the "Screens" button to add the field to the screen in use
- 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