Skip to main content

Introduction

Configuring MSP Process and HaloPSA to work with one another is a quick and easy process that is composed of a few steps:
  1. Creating an Agent in HaloPSA that has the appropriate roles and permissions.
  2. Creating an Application within the HaloPSA API
  3. Providing MSP Process with the appropriate URL and tokens to communicate with HaloPSA.
  4. Creating a custom tab in HaloPSA that will display the MSP Process Pod
Once you’ve completed the steps in this KB article, you’ll have MSP Process and HaloPSA communicating with one another, and you’ll be ready to move on to the next KB article: Step 2: Setup the MSP Process “Custom Tab” in Halo.

Creating an Agent in HaloPSA

  1. Sign into your HaloPSA system
  2. Navigate to Configuration -> Teams and Agents -> Agents
  3. Click the New button to add a new agent
  4. Provide a name for the agent; we recommend MSP Process Agent
  5. Specify a password that meets your organizations security rules
  6. Assign the agent a Role; we recommend the default Role called 1st Line Support (or your equivalent if you’re modified the Roles in your Halo PSA instance).
  7. In the Department & Teams tab, in the Teams section, you will want to edit the Team you are using
  1. Once the editing Role-Team Relationship opens, you will want to ensure that the following two options are selected:
  2. Can see Unassigned Tickets for this Team
  3. Can see Tickets assigned to other Agents in this Team
  1. Next you will review the Role permissions. The following Access Level permissions must be assigned:
  2. Mandatory Permissions:
  3. Ticket Access Level: Read and Modify
  4. Customer Access Level: Read and Modify
  5. User Access Level: Read and Modify
  6. CRM Access Level: Read-only
  7. Assets Access Level: Read and Modify
  8. Optional Permissions - only required if you want to use the MSP Process custom tab within Opportunity, Project or Sales tickets in HaloPSA:
  9. Sales Access Level: Read and Modify
  10. Please note that is you are experiencing the errors below, double check these options:
  11. or
  12. Ticket Permissions
  13. Can add new tickets: Yes
  14. Can edit closed tickets: Yes
  15. Can view unassigned tickets: Yes
  16. Can view Tickets that are assigned to other Agents: Yes
  17. Can Re-assign Tickets: Yes
  18. Editing of Actions: Can Edit Own Actions Only
  19. Can Edit Tickets Which Are Not Assigned To Them: Yes
  20. Enable the Is an API-only agent option
  21. Fill out any other mandatory fields (such as the Team and Working Hours fields)
  22. Click Save

Agent Permissions

Next, navigate to Configurations > Teams and Agents \> Agents
  1. Edit the MSP Process Agent account; on the Permissions tab, enable the “Can Delete Tickets” option:`
  1. Click Save
NOTE: The ability to delete tickets is only needed when setting up a Ticket Default in MSP Process, as validating the Ticket Default involves creating and then deleting a ticket in Halo PSA. Once the ticket default has been setup, you can disable the “Can Delete Tickets” option.

Creating an Application within the HaloPSA API

  1. From the Halo PSA UI, navigate to Configuration -> Integrations -> HaloPSA API
  2. Take note of the Resource Server URL; you’ll need it (including the https:// prefix, but without the /api at the end) during one of the configuration steps with MSP Process
  3. Within the Applications portion of the page, click the View Applications button
  4. Click the New button to add a new application
  5. Specify a name for the application; we recommend MSP Process
  6. Within the Authorization Method section, click Client ID and Secret (Services)
  7. Copy the ClientID and Client Secret; you’ll need it during one of the configuration steps with MSP Process
  8. Ensure that the Login Type drop-down menu is set to Agent
  9. Open the Agent to log in as drop-down menu, and choose the Agent you configured in the Creating an Agent in HaloPSA section
  10. Click the Save button
  11. Dismiss any permissions-related messages that appear; we’ll be configuring those next

Configuring Permissions

  1. On the Permissions tab, click the Edit button and enable the following permissions:
  2. Mandatory Permissions:
  3. read:tickets
  4. edit:tickets
  5. read:customers
  6. edit:customers
  7. read:crm
  8. edit:crm
  9. read:items
  10. edit:items
  11. Optional Permissions - only required if you want to use the MSP Process custom tab within Opportunity, Project or Sales tickets in HaloPSA:
  12. edit:projects
  13. edit:sales
  14. Please note that is you are experiencing the errors below, double check these options:
or
  1. Click the Save button

Providing MSP Process with the appropriate URL and tokens to communicate with HaloPSA

  1. Login to the MSP Process UI (https://app.mspprocess.com)
  2. Navigate to Settings -> Integrations -> PSA Integrations
  3. Click on the Add new PSA icon
  4. Click the HaloPSA icon
  5. Specify the ClientID and Secret that you obtained in step 7 of the Creating an Application within the HaloPSA API section
  6. Specify the Resource Server URL (remove the /api at the end) that you obtained in step 2 of the Creating an Application within the HaloPSA API section. Note that the URL must start with https://
  7. Click Submit to save the HaloPSA configuration settings
  8. Finally, fill in the ticketing default fields; these values will be used when leveraging MSP Process to create tickets
  9. Click Submit to finish setting up the HaloPSA module in MSP Process