Skip to main content

Use Case:

You’re an MSP who leverages HaloPSA, and you want MSP Process to be aware of ticket changes in HaloPSA so that you can notify whomever is on-shift when critical issues come up. The functionality outlined in this KB article is only available on the Pro plan for MSP Process.

Creating a Webhook Receiver in MSP Process

  1. Login to the MSP Process UI (https://app.mspprocess.com) 
  2. Navigate to the Monitor and Notify > Webhooks page
  3. Click the Create button to create a new Webhook receiver
  4. Click the Get button to generate a URL
  6. Click the Copy ( ) button on the right-hand side of the URL; you’ll need the URL in the next section
  7. Leave this MSP Process window open, on this page; you’ll be coming back to it in a later step

Configuring a Webhook Trigger in HaloPSA

  1. Login to your HaloPSA tenant
  2. Navigate to Configuration -> Webhooks
  3. Click the New button in the top right-hand corner of the HaloPSA UI
  4. Specify a name for the webhook (we recommend MSP Process - Ticket Status Changes)
  5. Paste the URL from the previous section into the Payload URL field
  7. In the Payload section, ensure that Full Object with linked objects is chosen in the Payload drop-down menu
  8.  
  9. In the Events section, click the button
  10. Choose New Ticket Logged from the Event drop-down men
  12. Click Save

Sending A Test Event To MSP Process

  1. In HaloPSA, create a new ticket
  2. In the MSP Process UI, you’ll see the webhook payload appear
  4. Specify a name for this Webhook Receiver in the Integration Name field
  5. On the right-hand side of the UI, uncheck any fields that you don’t want to store or process.
  6. Ensure to check at least one instance of the ID field - this will tell MSP Process how to uniquely identify this event. In this context, choose the ticket_id field
  7. Click Submit
  8. In the Data View Creation pop-up that appears, check the link to webhook option, and then click the Create button

Congratulations!

HaloPSA will now send webhook events to MSP Process whenever the status of tickets change. For instructions on how to send notifications - through e-mail, SMS, Slack or Microsoft Teams - refer to this KB article.