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Liongard & HaloPSA Integration: FAQ and Common Issues

Updated over a week ago

Overview

The Liongard and HaloPSA integration offers two-way synchronization between alerts in Liongard and tickets in HaloPSA. This ensures that updates in one platform reflect accurately in the other, streamlining your IT operations and ticket management processes.​

Two-Way Status Synchronization

The integration supports bi-directional syncing of alert and ticket statuses:​

  • From Liongard to HaloPSA: Changing an alert's status in Liongard automatically updates the corresponding ticket in HaloPSA.​

  • From HaloPSA to Liongard: Running the Liongard inspector fetches the current status of the associated HaloPSA ticket, ensuring both platforms remain in sync.​

Troubleshooting Ticket Creation and Updates

If you encounter issues with ticket creation, commenting, or status updates, it's often due to permission configurations within HaloPSA.​

1. Verify API Agent Permissions

Ensure that the API-only agent in HaloPSA has the necessary permissions:​

  • Feature Access:

    • Tickets Access Level: Read and Modify

    • Customers Access Level: Read and Modify

    • Users Access Level: Read and Modify​
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  • Ticket Permissions:

    • Can add new Tickets: Yes

    • Can edit closed Tickets: Yes

    • Can view Unassigned Tickets: Yes

    • Can view Tickets assigned to other Agents: Yes

    • Editing of Actions: Can Edit Own Actions Only

    • Can Edit Tickets Not Assigned to Them: Yes​

For detailed steps on setting up the API agent, refer to: Liongard's HaloPSA API Account Documentation
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2. Configure API Application Permissions

When setting up the API application in HaloPSA:​

  • Set the Authentication Method to "Client ID and Secret (Services)".​

  • Assign the application to the API-only agent created earlier.

  • Under the Permissions tab, ensure the following scopes are selected:
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    • read:tickets

    • edit:tickets

    • read:customers​

These permissions allow the integration to read and modify tickets and access customer information as needed.​
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3. Address Mandatory Fields in Ticket Creation

If ticket creation fails due to missing mandatory fields, consider the following:​

  • Review the ticket form in HaloPSA and identify any fields marked as mandatory.​

  • Either provide the required data through the integration or adjust the field settings in HaloPSA to make them optional.​

Additional Resources

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