With a HaloPSA integration in Lifecycle Insights, you can create and manage HaloPSA tickets directly within Lifecycle Insights.

Enabling Halo Ticket Integration

In order to create and manage Halo Tickets from Lifecycle Insights, you'll need to ensure that the correct permissions have been set.

If your primary integration source is HaloPSA, ticket integration will be automatically enabled. You will need to ensure that the API security role in HaloPSA has the correct permissions applied, as mentioned in the note above.

If you have a supplemental PSA integration set up with HaloPSA, you will need to ensure that the above permissions are applied and that the option to enable ticket features for HaloPSA is checked in Lifecycle Insights.

To enable the features in Lifecycle Insights, follow these steps:

1. Click Integrations from the navigation bar on the left of Lifecycle Insights
2. Click HaloPSA from the Supplemental PSA section of the integrations page
3. Check the box beside Pull Tickets from Halo
   
   
   
   
4. Click Save Settings

Where to create HaloPSA tickets in Lifecycle Insights

It's currently possible to create HaloPSA tickets in the following areas of Lifecycle Insights:

• Asset Details Page
• Asset List
• Assessment Event
• Recommendations
• Business Reviews

Asset Details Page

Once HaloPSA ticket integration is enabled, you will be able to create and manage tickets from the asset details page of Lifecycle Insights. Tickets can be created by clicking the Create PSA Ticket button in the lower right corner of the window.

1. Click Asset List from the navigation bar on the left when logged into Lifecycle Insights
   
   
2. Click the name of the asset you want to create a ticket for
   
   
3. Click Create PSA Ticket in the lower right corner of the window
   
   

You can create multiple tickets for assets. Click the Create PSA Ticket button again to create another ticket associated with the same asset

Asset List

HaloPSA tickets can also be created directly from the Asset List page, without needing to open the Asset Details screen.

A PSA ticket can only be created if a single asset is selected in the asset list. If multiple assets are selected, you will be prompted to choose just one.

1. Navigate to the Asset List page by clicking Asset List from the navigation bar
   
   
2. Click the checkbox next to the asset you would like to create a HaloPSA ticket for. A dropdown box will appear at the top of the list.
   
   
3. Click the Choose an Action dropdown and select Create Halo Ticket
   
   

Assessment Event

HaloPSA tickets can also be created from the Assessment Event page. You can create a HaloPSA ticket for any assessment item on the form, provided it has a checked response.

Note: Only one ticket can be associated with each Assessment item

1. Click Assessments from the navigation bar on the left of Lifecycle Insights and click the Assessment Events option
   
   
   
   
2. Select a response from the Assessment item you want to create a PSA ticket for and click the Create PSA Ticket button
   
   
   
   

Recommendations

You can create a HaloPSA ticket from the Edit Recommendations page of Lifecycle Insights too.

Only one PSA ticket can be associated with each Recommendation

1. Navigate to the Recommendation page by clicking Recommendations
   
   
2. In the List view, click the name of the Recommendation you want to create a ticket from
   
   
   
   
3. Click the Create PSA Ticket button at the top of the recommendations page
   
   

Business Reviews

Another area where you'll find the option to create a HaloPSA ticket is the Business reviews page in Lifecycle Insights.

Tickets can be created at both the Meeting and the Note level

Creating a ticket from the Meeting level

1. Click Business Reviews in the navigation bar on the left
   
   
2. Click the meeting date to open the Meeting Details page
   
   
3. Click the Create PSA Ticket button to create a HaloPSA ticket at the meeting level
   
   
   
   
   

Creating a ticket from the notes level

1. Click Business Reviews in the navigation bar on the left
   
   
2. Click the meeting date to open the Meeting Details page
   
   
3. Click the Create PSA Ticket button in the Notes section next to the not you want to create a ticket for
   
   

Creating HaloPSA tickets

Wherever you click the Create PSA Ticket button in Lifecycle Insights, the process for creating the ticket is the same.

While HaloPSA allows for dynamic ticket types that can be configured with many variables, Lifecycle Insights currently supports only Incident and Problem ITIL ticket types.

Upon clicking the Create PSA Ticket button, you will be presented with a dialog box to enter your ticket details.

The following fields are supported:

• Ticket Type
• Ticket Summary
• Ticket Details

After entering the details, click Save to create the ticket in HaloPSA.

Once done, you will be returned to the area of Lifecycle Insights you were previously in, and the green Create PSA Ticket button will be replaced with a blue button containing the ticket number.

Managing HaloPSA tickets from Lifecycle Insights

You can click the blue ticket button in Lifecycle Insights to edit, open or unlink a ticket directly from Lifecycle Insights.

• View/Edit Ticket
  This option will open the same modal used to create the ticket. From here, you’ll be able to update any of the ticket fields shown
  
  
• Open Ticket in PSA
  By selecting this option, a new tab will be opened in your browser and bring you directly to this ticket in HaloPSA
  
  
• Unlink Ticket
  When you select this option, you will unlink the ticket from the asset, assessment, recommendation or business review in Lifecycle Insights.
  
  Note that this option will unlink the ticket from Lifecycle Insights. The ticket will remain in HaloPSA and will not be updated