In this article, you will learn everything you need to know about the integrations between the HEIMDAL services and HaloPSA, allowing customers and resellers to automate and customize ticket management.
1. How it works?
2. HaloPSA integration setup
3. Matching settings
4. Heimdal Operations
5. Heimdal Cyber Alerts
HOW IT WORKS?
HEIMDAL customers and partners using the HaloPSA platform can automate the management of tickets in HaloPSA. With the HEIMDAL-HaloPSA integration, the alerts/notifications shown in the HEIMDAL Dashboard can generate tickets into the HaloPSA platform so that the HaloPSA agents can immediately take action. HEIMDAL divides the alerts/notifications into 2 categories: Heimdal Operations (CPU or Memory notifications, Disk notifications, Microsoft Updates notifications, Next-Gen Antivirus notifications, DNS poisoning notifications, or Firewall notifications) and Heimdal Cyber Alerts (Ransomware Encryption Protection alerts, Privileged Access Management alerts, Next-Gen Antivirus alerts, VectorN Detection alerts, Zero-Trust alerts). These categories can be mapped to the existing HaloPSA ticket types or 2 new ones.
HALOPSA INTEGRATION setup
Before setting up the integration in the HEIMDAL Dashboard side, ensure that your HaloPSA instance is prepared for a seamless experience. Create the HEIMDAL application in the HaloPSA platform.
Create the HEIMDAL application in the HaloPSA API
1. Open your HaloPSA dashboard in a web browser (instance_name.halopsa.com).
2. Navigate to Configuration -> Integrations -> HaloPSA API.
3. In the Applications dropdown, click the View Applications button.
4. Add a new application by pressing the New button.
5. In the Details tab, give the application a name.
6. Select Client ID and Secret (Services) as the Authentication Method, and copy them for later use.
7. Select Agent from the Login Type dropdown list and choose the agent associated with the API client in the Agent to log in as. Ensure that the selected user is an admin user.
8. In the Permissions tab, enable the read.customers, read:tickets, and the edit:tickets tickboxes.
9. Press the Save button to save your application.
Set up HaloPSA in the HEIMDAL Dashboard
The HaloPSA integration can be enabled by ticking the HaloPSA integration checkbox in the Guide -> Customer settings -> Integrations -> HaloPSA section of the HEIMDAL Dashboard.
1. Once you enable it, you can proceed with the Integration settings by specifying the Base API URL (example: heimdalsecurity.halopsa.com), the Client ID (generated during the creation of the Application), and the Client Secret (generated during the creation of the Application):
2. Press the Test Connection button to ensure the receipt of the message confirming a successful connection. In case of an unsuccessful connection, double-check your integration settings.
3. After getting a successful connection message, click the Save button and wait for the confirmation message that the connection was saved successfully.
IMPORTANT
If you change an existing setting, a confirmation popup will appear when saving, confirming whether you want to keep the Ticket and Customer Settings or not. This allows you to retain settings without reconfiguring everything if the changes only relate to the client's secret.
MATCHING SETTINGS
The HEIMDAL-HaloPSA integration works for both HEIMDAL Enterprise customers and HEIMDAL Resellers. If you are a HEIMDAL Enterprise customer, after setting up the details above, you can match your HEIMDAL Dashboard Enterprise customer to the HaloPSA customer (or to any HaloPSA customer if multiple are present):
As a HEIMDAL Reseller, you can match your customers' alerts/notifications to the HaloPSA customers. Pressing the Sync Customers button will automatically match all the HEIMDAL customers (under the HEIMDAL Reseller) with the existing customers found in HaloPSA. This operation matches customers by customer name. If the customer names differ in HaloPSA, they will be unassigned, but the HEIMDAL Dashboard administrator can manually map them to the correct HaloPSA customers.
The Configure Heimdal Operations and Configure Heimdal Cyber Alerts buttons are activated after finishing the Integration setup and allow you to configure the status on ticket creation and the status on ticket update:
A. Configure the Heimdal Operations
1. Press the Configure Heimdal Operations button.
2. A configuration popup will be displayed, while we retrieve all the ticket types that are found on the HaloPSA API.
3. Select a HaloPSA ticket type from the dropdown menu to match Heimdal Operations alerts/notifications.
4. Choose a status for the ticket creation and a status for the ticket update. All HaloPSA statuses will be listed in the dropdown menus and the ones selected in the Configure Heimdal Operations modal will be matched to HaloPSA.
5. Press Confirm.
IMPORTANT
All mandatory fields required by the HaloPSA integration are mentioned in the lower section of the modal window (id, client_id, tickettype_id, status_id, summary, details).
When configuring Ticket Types in HaloPSA, ensure that the Visible in lists for Agents and Agents can log new Tickets with this Ticket Type options are both set to Yes. Only Ticket Types with this specific configuration will be visible in the integration.
B. Configure the Heimdal Cyber Alerts
1. Press the Configure Heimdal Cyber Alerts button.
2. A configuration popup will be displayed, while we retrieve all the ticket types that are found on the HaloPSA API.
3. Select a HaloPSA ticket type from the dropdown menu to match Heimdal Cyber Alerts notifications.
4. Choose a status for the ticket creation. All HaloPSA statuses will be listed in the dropdown menus and the ones selected in the Configure Heimdal Cyber Alerts modal will be matched to HaloPSA.
5. Press Confirm.
IMPORTANT
All mandatory fields required by the HaloPSA integration are mentioned in the lower section of the modal window (id, client_id, tickettype_id, status_id, summary, details).
When configuring Ticket Types in HaloPSA, ensure that the Visible in lists for Agents and Agents can log new Tickets with this Ticket Type options are both set to Yes. Only Ticket Types with this specific configuration will be visible in the integration.
HEIMDAL OPERATIONS
This section allows you to enable/disable the alerts/notifications for the following Heimdal Operations: CPU, Memory, Disk, Microsoft Updates, Next-Gen Antivirus, DNS poisoning, and Firewall warnings. Each time the HEIMDAL Agent generates an alert/notification on a device, a new ticket is created in HaloPSA with the selected Ticket Type. To visualize the tickets in HaloPSA, go to Sevice Desk -> Tickets.
In the example above, the alerts detected in the HEIMDAL Dashboard are generated as tickets in HaloPSA with the HEIMDAL Operations ticket type.
Configure the alerts/notifications
The checkboxes allow you to configure a granular definition of tickets to be created automatically in HaloPSA for the selected Heimdal Operations: CPU, Memory, Disk, Microsoft Updates, Next-Gen Antivirus, DNS poisoning, and Firewall warnings.
HEIMDAL CYBER ALERTS
This section allows you to enable/disable the alerts/notifications for the following Heimdal Cyber Alerts: REP, PEDM, NGAV, VectorN, and ZTEP alerts. Each time the HEIMDAL Agent generates an alert/notification on a device, a new ticket is created in HaloPSA with the selected Ticket Type. To visualize the tickets in HaloPSA, go to Sevice Desk -> Tickets.
In the example above, the alerts detected in the HEIMDAL Dashboard are generated as tickets in HaloPSA with the HEIMDAL Cyber Alerts ticket type.
Configure the alerts/notifications
The checkboxes allow you to configure a granular definition of tickets to be created automatically in HaloPSA for the selected Heimdal Cyber Alerts: REP, PEDM, NGAV, VectorN, and ZTEP alerts.