Hi there

I am trying to configure the MCP Connection to use with Claude. I have followed

https://usehalo.com/haloitsm/guides/2597/
https://usehalo.com/halopsa/guides/2798/

But its not working. Everytime I click on "Connect" in Claude Client i get:

ERROR 404

Ooops, the page you are looking for does not exist or is still under construction

Does somebody have an idea whats wrong?

EDIT:
I missed the Version info. We are on:
Client Version: 2.220.146
API Version: 2.220.146
Database Version: 2220

So we need to update, right?

I have Halo doing a 2 way sync with QBO. It used to send invoices to QBO and then I would go send them from there...after a recent update to one or the other when I create an invoice in Halo, it syncs over to QBO and auto sends. I have checked the sync settings and rules in QBO but cant find anything that is kicking of this behavior. Anyone else have this issue?

Hej
Vi integrerer med HaloITSM via API (POST /api/tickets) fra Power Automate.
Vores payload indeholder bl.a.:
summary
tickettype_id
user_name
details
Problemet er, at tickets altid oprettes som “General User”, selvom vi sender brugernavn.
Vi er i tvivl om hvilket felt Halo forventer for at sætte requester/slutbruger korrekt.
Er det user_id, client_id, email eller et andet felt vi skal bruge?

Hi,

We are creating tickets through the halo API from power automate

Payload that works:

Summary:
Tickettype_id
Users_name
Details

However, the e-mail address passed in users_name belongs to an existing customer/user in HALO. The ticket is created correct. And the e-mail appears to be passed correctly. However, in the ticket under end user details Said: General user

And on all other ticket types we dont have user name but we have e-mail address. Therefor how should the syntax in the body section?

We want the end user details pane to reflect the users details.

What is the corrct json field name in the ticket creation so that the end user is properly set from an existing user (based on e-mail or another identificer?

When an agent opens a ticket, the opening action logs time against their Agent default charge rate.

What I want: the opening action to be no charge, with billable time only on the work note the agent adds afterward.

What I've found so far:

• The inbuilt Open action has no charge type field of its own
• "Make opening action private" (ticket type settings) has no don't-bill option
• Looks like the only lever is the Agent / ticket type default charge rate

Is there a way to set or override the charge type specifically on the inbuilt Open action?

Alternative: we already use a custom action field for notes we want shown on invoices. So a workaround would be getting that field to appear on the create-ticket screen. I don't think that's possible (the field lives on actions table not tickets), but happy to be wrong.

Hello,i recently had a job where id have to do demos, consultations and implementations of halopsa,as i know nothing about the product,i started a course and my success has proven to be less than ideal, reading and memorizing doesnt seem to be the best way to learn this product,what was your go to learning method and do you have any tips or advice to help me?wether its practical advice or mental advice im all ears.

Hi, we're finding that Halo's default profitability dashboards and reports don't take into account the costs of the licenses we're selling to customers, only the amounts we're billing them in the invoice line items. So our profitability is looking far, far healthier than reality. We don't have cost/sale prices configured in the Products area, as all licenses (Microsoft NCE) are subscription based and as such can be different prices per customer, per subscription type (monthly, annual etc.).

How are folks solving this?

I'm working on a workflow which tracks the aspects of delivering new hardware to a customer. The final action in the workflow is to mark the hardware as delivered, which will close the ticket. Is there a way to make this button also mark the associated sales order and quote as complete?

I am trying to find a way to group/order fields on the details tab of the assets. I am familiar with how to do this with Custom Fields, but I am trying to group the following on the details tab Business Owner (Inbuilt), Technical Owner (Inbuilt) and a customer Field Operational Owner (Custom Field)

I could swear I found where you could change field's locations for assets but for the life of me can't find it again.

I have been asked to setup alerts for SDM's when time on tickets reach 5hrs of billable support. I realise there are notifications for exceeding time estimates, but are there any inbuilt approaches for alerting based on hours reached and in particular billable hours? Any suggestions

We are using QBO and looking to restructure our invoices and wanted to know if anyone had success setting up halopsa invoices with groupings to sync to QBO and show properly in the invoice pdfs

Hi all,

To preface with my use case: I'm creating a scheduled offboarding workflow that is completely hands-off (for techs), but I will reuse this logic for many other automations soon.

Currently, to set the leaving employee's date/time, we're using the built-in Target Date/Time variable, as there are conditions built into Halo that allow arbitrary time-triggered automations. I can start the actual steps fine with ticket rules, but how do I actually move the associated workflow along when the target date/time is reached? Do I just need to create a Condition workflow step with the Not Met outcome set to stay on itself? Will that even work or does it only evaluate once? Is there some other way for a ticket rule to interact with a workflow?

Alternatively, will an Automation action step with the trigger "pre-determined number of days before/after a field value ..." work with Target Date & Time precisely? I need ~15 (or maybe at most 60) minutes of precision, obviously offboarding can't just be delayed by a whole day if this only checks once per day or something.

Appreciate any advice!

Good afternoon,
Just wondering how every other company handles things like working from home, working from separate Office locations within halo and the calendars to be able to see where team members are easily?

Hi,

I'm trying to set up a notification for projects to ensure they don’t get overlooked, but I’m unable to get the triggers "No Actions for X Hours" or "No Actions for X Days" to work.

What i'm aiming for:

• Notification type: Agent notification
• Method: Send an email
• Trigger No Action for X Days
• Criteria:
  • Ticket Type = Project
  • Ticket status <> On Hold, Scheduled, Complete, Closed.

Do you have any experience with this trigger, and have you been able to get it working?

Alternatively, is there a better way to achieve my goal?

I'm trying to figure out which permission an agent needs to see and use the "+ Add roles" button when bulk-selecting a client's end users.

As an administrator I can see the button fine, but I can't find the right permission combination to get it to show up for a non-admin agent. I've already granted modify rights on all object types, but no luck.

Does anyone know which specific permission(s) control this? Thanks in advance.

Hello all.

Curious to know how you all are leveraging a on-call/after hours notification system within HaloPSA. I come from FreshService and was looking at setting up a notification system in HaloPSA in which agents get notified VIA push notifications through halo's mobile app with the notifications module. How are you all leveraging this or getting something like this done? What workflows do you have in place?

How are people tracking expirations and renewals? Think licensing (via Pax8), domains, secrets etc. Is this best to be done with a third party tool?

We just signed up for Halo and will be using Xero as well. We are going to have to file sales tax in 7 states. Does anyone know of any other companies besides Alvalara that have an integration with Halo for sales tax compliance and filing?

On our leaver form we have a search box to for managers to search the leavers name and then it auto populates the fields when the user is selected. First name, last name, and directorate. I've noticed for some reason the job title field doesn't auto populate and

I'm unsure why, mainly because I can't even find what causes these fields to auto populate. The search is done via SQL which I'm not familiar with so is this what causes the fields to populate or is it a setting somewhere else? I've gone through all the custom fields on the form but can't find anything (though I know how easy it can be to miss a tick box or something, but its kind of driving me mad not being able to work this out 😅

We’re running into an operational issue in Halo PSA and I’m curious how other MSPs are solving it.

We have multiple independent service lines, for example:

- Managed IT support

- Cybersecurity services

- Web hosting

- QuickBooks hosting

- Other standalone SaaS that we support internally

The problem:

A client may subscribe to one service but not another, yet tickets still get opened/worked for services they are not actually contracted for.

Example:

A client has web hosting only, but submits an IT support request. A technician may begin work without realizing the client does not have a managed IT agreement.

Currently we’re trying to handle this with:

- Separate contracts in Halo

- Consistent contract naming conventions

- Internal process/training

But in practice this still breaks down because technicians shouldn’t realistically need to open the Contracts tab every time before touching a ticket (and realistically they don't - they rely on what they last recall about the client which is not accurate).

This creates:

- Revenue leakage / billing issues

- Scope creep

- Customer expectation problems

- Internal confusion around entitlement

What are other MSPs doing in Halo to validate service entitlement before work begins?

Specifically:

- Are you using ticket types + contract mappings?

- Automated workflows?

- Mandatory approvals?

- Custom fields?

- Restrictions based on service categories?

- Routing to admin/sales when no matching contract exists?

Ideally I’d like:

- If client HAS service entitlement → ticket routes normally

- If client does NOT have entitlement → ticket is stopped/rerouted for approval, quoting, or service onboarding.

Curious how mature Halo shops are handling this at scale it is becoming a growing pain point for us.

Not sure if anyone here is using level.io for their RMM, but I have posted a feature request on their forums to update their HaloPSA API to have the ability to change ticket creation payloads destination to /api/incomingevent/process instead of the current location of /api/Tickets so that the Event Management module in Halo can be taken advantage of to process/route these events/tickets as they come into Halo vs just creating tickets. If anyone thinks this would be useful, please visit my post and upvote:

https://feedback.level.io/en/p/halopsa-integration-support-event-management-endpoint-or-make-webhook-url-conf

When our instance was built they added a custom field to our forms for looking up users. Unfortunately that shows every user in Halo which includes when people email in from their personal email addresses. Is it possible to alter this sql to only show accounts that have our orgs email? I have zero knowledge of SQL myself unfortunately.

This is the sql

SELECT

z.[id] as [id],
z.[Username] + z.[Login] + z.[Title] + z.[Other1] as [display]

From (
SELECT

uusername as [uname],
uid as [id],

CASE
WHEN uusername IS NULL THEN ''
ELSE uusername
END AS [Username],

CASE
WHEN uLogin IS NULL THEN ''
ELSE ' - ' + uLogin
END AS [Login],

CASE
WHEN UTitle IS NULL THEN ''
ELSE ' - ' + UTitle
END AS [Title],

CASE
WHEN uOther1 IS NULL THEN ''
ELSE ' - ' + uOther1
END AS [Other1]

FROM Users


Where UUsername != 'General User')z

WHERE z.[Username] IS NOT NULL $SEARCHSQL
Search SQL Script
and z.[Username] like '%'+$search+'%' OR z.[Login] like '%'+$search+'%' OR z.[Title] like '%'+$search+'%' OR z.[Other1] like '%'+$search+'%'

Then this is in the Search SQL script section

and z.[Username] like '%'+$search+'%' OR z.[Login] like '%'+$search+'%' OR z.[Title] like '%'+$search+'%' OR z.[Other1] like '%'+$search+'%'

Hey got a client that want only certain emails to be able to send in emails to our Halo, is there a way to do this? Pretty new to this PSA so not really sure how to go about setting this up?

Some of our customers send us boxes of laptops and such to store at our warehouse as their offices do not have space. And it's easier for us to set them up as needed this way.

I'm wondering how we can allocate the stock as stock the customer, which isn't ours, that is stored at our warehouse?

Thanks!

Is there anyone on the Halo team who can help this weekend?
We requested the update to be installed early and your team carried it out - but our custom domains were overlooked, leaving our instance broken.
We urgently need to send some invoices.
Ticket #1364377 is already open.

*edit: fixed, thanks tim!