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HaloPSA

LAST UPDATED: SEP 9, 2025

Overview

HaloPSA (Professional Services Automation) is a cloud-based software platform designed to help Managed Service Providers (MSPs) and IT service businesses manage their operations efficiently. It provides tools to automate workflows, streamline service delivery, and manage client relationships.

D3 SOAR is providing REST operations to function with HaloPSA.

HaloPSA is available for use in:

D3 SOAR

V17.0+

Category

ITSM

Deployment Options

Option II, Option IV

Known Limitations

  • 500 requests over a 300 second (5 minute) rolling period.

  • Exceeding the limit will result in an HTTP 429 (too many requests) response and information regarding the specific limit.

Connection

To connect to HaloPSA from D3 SOAR, follow this part to collect the required information below:

Parameter

Description

Example

Server URL

The URL of the resource server at the domain level obtainable from the HaloPSA UI via Configuration > Integration > HaloPSA API.

https://*****.halopsa.com

Client ID

The Client ID obtainable from the HaloPSA UI via Configuration > Integrations > HaloPSA API > View Applications.

5010*****bb8b

Client Secret

The Client Secret obtainable from the HaloPSA UI via Configuration > Integrations > HaloPSA API > View Applications.

4210*****a062

Permission Requirements

Each endpoint in the HaloPSA API requires a certain permission scope. These are the minimum permission scopes needed for the commands in this integration to return a successful API response.

Command

Required Permissions

Add Note to Tickets

User: The API caller must have the right to interact with the user entity.

Assign Tickets

Attach File to Ticket

Close Tickets

Create Actions

Create Tickets

Delete Tickets

  • Agent: The API caller must authenticate as an agent account, not just an end user.

  • Ticket modify: The API caller must have the right to edit or update tickets.

Fetch Event

  • User: The API caller must have the right to interact with the user entity.

  • Ticket read: The API caller must have the right to read tickets.

Generate Ticket Reports

User: The API caller must have the right to interact with the user entity.

Get Tickets

  • User: The API caller must have the right to interact with the user entity.

  • Ticket read: The API caller must have the right to read tickets.

List Agents

Agent: The API caller must authenticate as an agent account, not just an end user.

List Categories

List Teams

List Ticket Areas

List Ticket Statuses

List Ticket Types

User: The API caller must have the right to interact with the user entity.

Resolve Tickets

Update Tickets

Test Connection

  • User: The API caller must have the right to interact with the user entity.

  • Ticket read: The API caller must have the right to read tickets.

READER NOTE

The scopes above do not map directly to specific options in the HaloPSA role configuration UI. Instead, they outline the minimum permissions required for the API to return a 200 response. In practice, non-admin roles may receive only partial data.

For example, the steps below show how to configure a role in HaloPSA with permission to delete any ticket using the Delete Tickets command:

  • Agent Role

    • Ticket Access Level → Read and Modify

    • Can view Unassigned Tickets → Yes

    • Can view Tickets assigned to other Agents → Yes

    • Can Delete Tickets → Yes

    • Can Edit Tickets Not Assigned to Them → Yes

  • Application

    • all:standard

    • all:teams

To limit a user’s ability to run the Delete Tickets command, administrators—who have unrestricted access to all commands—can remove these permissions as needed.

Configuring HaloPSA to Work with D3 SOAR

To integrate HaloPSA with D3 SOAR, users must configure role-based access control, then obtain the the application client ID and secret from the HaloPSA UI.

Creating a Custom Agent Role

  1. Log into HaloPSA as a user with administrator privileges.

    Group 22.png

  2. Navigate to Configuration > Teams & Agents > Roles, then click the + New button.

    Frame 6.png

  3. Enter a name for the new agent role, then click the Save button.

    Frame 7 (1).png

  4. Click the Edit button, then select the Permissions tab.

    Frame 8 (1).png

  5. Choose the desired Agent permissions.

    Frame 9 (3).png

  6. Assign this role to an agent, then save.

    Frame 10 (2).png

    1. Select the Details tab.

    2. Choose the desired agent to assign the role.

    3. Click the Save button.

Obtaining the Client ID and Client Secret

  1. Navigate to Configuration > Integrations > HaloPSA API.

    Frame 11.png

  2. Copy the value from the Resource Server field, excluding the trailing /api (e.g., https://company.halopsa.com). This is the Server URL for the connection.

    Frame 2.png

    Refer to step 3i, sub-step 1 in Configuring D3 SOAR to Work with HaloPSA.

  3. Click the View Applications button, then click the New button to create a new application.

    Frame 3 (2).png

  4. Retrieve the Client Secret.

    Frame 4 (3).png

    1. Enter a name for the application.

    2. Select the Client ID and Secret (Services) option.

    3. Click the Copy button to copy the Client Secret. Refer to step 3i, sub-step 3 in Configuring D3 SOAR to Work with HaloPSA.

      The Client Secret is displayed only during application creation.

    4. Select the Agent option.

    5. Choose the agent account assigned to the role configured earlier.

    Ensure to not copy the Client ID yet as this value will change after selecting permission scopes.

  5. Select the Permissions tab, select the desired Application permissions, then return to the Details tab.

    Frame 12 (2).png

  6. Copy the Client ID, then click the Save button.

    Frame 13.png

    Refer to sub-step 2 under step 3i in Configuring D3 SOAR to Work with HaloPSA.

Configuring D3 SOAR to Work with HaloPSA

  1. Log in to D3 SOAR.

  2. Find the HaloPSA integration.

    1. Navigate to Configuration on the top header menu.

    2. Click on the Integration icon on the left sidebar.

    3. Type HaloPSA in the search box to find the integration, then click it to select it.

    4. Click on the + Connection button on the right side of the Connections section. A new connection window will appear.

  3. Configure the following fields to create a connection to HaloPSA.

    1. Connection Name: The desired name for the connection.

    2. Site: The site on which to use the integration connection. Use the drop-down menu to select the site. The Share to Internal Sites option enables all internal sites to use the connection. Selecting a specific site will only enable that site to use the connection.

    3. Recipient site for events from connections Shared to Internal Sites: This field is displayed when Share to Internal Sites is selected for the Site field, allowing selection of the internal site for deploying the integration connection.

    4. Agent Name (Optional): The proxy agent required to build the connection. Use the dropdown menu to select the proxy agent from a list of previously configured proxy agents.

    5. Description (Optional): The description for the connection.

    6. Tenant (Optional): When configuring the connection from a master tenant site, users can choose the specific tenant sites with which to share the connection. Once this setting is enabled, users can filter and select the desired tenant sites from the dropdowns to share the connection.

    7. Active: The checkbox that enables the connection to be used when selected.

    8. Configure User Permissions: Defines which users have access to the connection.

    9. System: This section contains the parameters defined specifically for the integration. These parameters must be configured to create the integration connection.

      1. Input the Server URL. Refer to step 2 of Obtaining the Client ID and Client Secret.

      2. Copy the Client ID from the HaloPSA platform. Refer to step 6 of Obtaining the Client ID and Client Secret.

      3. Copy the Client Secret from the HaloPSA platform. Refer to step 4c of Obtaining the Client ID and Client Secret.

    10. Enable Password Vault: An optional feature that allows users to take the stored credentials from their own password vault. Refer to the password vault connection guide if needed.

    11. Connection Health Check: Periodically checks the connection status by scheduling the Test Connection command at the specified interval (in minutes). Available only for active connections, this feature also allows configuring email notifications for failed attempts.

  4. Test the connection.

    Frame 14.png

    1. Click on the Test Connection button to verify credentials and connectivity. A success alert displays Passed with a green checkmark. If the connection fails, review the parameters and retry.

    2. Click OK to close the alert window.

    3. Click + Add to create and add the configured connection.

CAUTION

After a permission change, previously issued HaloPSA tokens remain valid for about 9 hours with the old permissions. As a result, commands that require higher permissions will not run successfully until a new connection is created to obtain a fresh token.

Commands

HaloPSA includes the following executable commands for users to set up schedules or create playbook workflows. With the Test Command function, users can execute these commands independently for playbook troubleshooting.

Integration API Note

For more information about the HaloPSA API, refer to the HaloPSA API reference. Users can access the API reference by navigating to Configuration > Integrations > HaloPSA API, then clicking the API Documentation button.

Frame 15.png

READER NOTE

Certain permissions are required for each command. Refer to the Permission Requirements and Configuring HaloPSA to Work with D3 SOAR sections for details.

Note for Time-related parameters

The input format of time-related parameters may vary based on user account settings, which may cause the sample data in commands to differ from what is displayed. To adjust the time format, follow these steps:

  1. Navigate to Configuration > Application Settings. Select Date/Time Format.

  2. Choose the desired date and time format, then click on the Save button.

The selected time format will now be visible when configuring Date/Time command input parameters.

Add Note to Tickets

Adds a private note to one or more specified tickets.

READER NOTE

Ticket IDs is a required parameter to run this command.

  • Run the Fetch Event command to obtain the Ticket ID. Ticket IDs can be found in the raw data at the path $.tickets[*].id.

Input

Input Parameter

Required/Optional

Description

Example

Ticket IDs

Required

The IDs of the tickets to which notes will be added. Ticket IDs can be obtained using the Fetch Event command.

JSON 
[ 
  ***** 
]

Private Note

Required

The private note to add to the specified tickets.

Need to keep monitoring

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Add Note to Tickets failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Add Note to Tickets failed.

Status Code: 500.

Message: Internal Server Error.

Assign Tickets

Assigns one or more specified tickets to a team, an agent, or both.

READER NOTE

Ticket IDs is a required parameter to run this command.

  • Run the Fetch Event command to obtain the Ticket ID. Ticket IDs can be found in the raw data at the path $.tickets[*].id.

Input

Input Parameter

Required/Optional

Description

Example

Ticket IDs

Required

The IDs of the tickets to assign. Ticket IDs can be obtained using the Fetch Event command.

JSON 
[ 
  ***** 
]

Team

Optional

The name of the team to assign to the tickets. Team name can be obtained using the List Teams command. Provide Team, Agent ID, or both.

1st Line Support

Agent ID

Optional

The ID of the agent to assign to the tickets. Agent ID can be obtained using the List Agents command. Assignment will not occur if the agent does not belong to the specified team. Provide Team, Agent ID, or both.

JSON 
[ 
  ***** 
]

Private Note

Optional

The private note to add to the assigned tickets.

reassign ticket to standby

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Assign Tickets failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Assign Tickets failed.

Status Code: 500.

Message: Internal Server Error.

Attach File to Ticket

Attaches a file to a specified ticket.

READER NOTE

Ticket IDs is a required parameter to run this command.

  • Run the Fetch Event command to obtain the Ticket ID. Ticket IDs can be found in the raw data at the path $.tickets[*].id.

File ID and File Source

It is not recommended to use the Test Command feature with the Attach File to Ticket command as it is designed for dynamic input files in Playbooks, Incident Attachments, and Artifact Attachments. There is a simple workaround to test the command:

  1. Navigate to Configuration on the top bar menu.

  2. Click on Utility Commands on the left sidebar menu.

  3. Use the search box to find and select the Create a File from input Text Array command.

  4. Click on the Test tab.

  5. Input the required information for the parameters.

  6. Click on the Test Command button. A D3 File ID will appear in the output data after the file has been successfully created. The D3 File Source of the created file will be Playbook File.

Input

Input Parameter

Required/Optional

Description

Example

Ticket ID

Required

The ID of the ticket to which the file will be attached. Ticket ID can be obtained using the Fetch Event command.

*****

File ID

Required

The D3 File ID of the file to be attached.

*****

File Source

Optional

The file source of the D3 file to be attached. The options for file sources are:

  • Incident Attachment File: Manually uploaded file from Incident

  • Playbook File: Output from another Task

  • Artifact File: Ingested Artifact in an Event

IR Attachment

Attachment Name

Optional

The display name of the attachment. By default, the file name will be used.

sample code

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Attach File to Ticket failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Attach File to Ticket failed.

Status Code: 500.

Message: Internal Server Error.

Close Tickets

Closes one or more specified tickets.

READER NOTE

Ticket IDs is a required parameter to run this command.

  • Run the Fetch Event command to obtain the Ticket ID. Ticket IDs can be found in the raw data at the path $.tickets[*].id.

Input

Input Parameter

Required/Optional

Description

Example

Ticket IDs

Required

The IDs of the tickets to close. Ticket IDs can be obtained using the Fetch Event command.

CODE 
[ 
  *****,
  ***** 
]

Private Note

Optional

The private note to add when closing the tickets.

Issue was fixed

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Close Tickets failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Close Tickets failed.

Status Code: 500.

Message: Internal Server Error.

Create Actions

Creates one or more built-in or custom actions for specified tickets. Use this command to perform actions such as Triage or Claim. Refer to HaloPSA Web UI under Configuration > Tickets > Actions for configuration details.

Input

Input Parameter

Required/Optional

Description

Example

Action Objects

Required

The JSON array of action objects to create. Each object must include both a ticket ID and either an outcome or an outcome ID. Required fields vary depending on the action type. Refer to HaloPSA Web UI under Configuration > Tickets > Actions for complete requirements.

JSON 
[
  {
    "ticket_id": *****,
    "outcome_id": *****,
    "note": "testNotes1221",
    "new_status": "2"
  }
]

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Create Actions failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Create Actions failed.

Status Code: 500.

Message: Internal Server Error.

Create Tickets

Creates one or more tickets.

Input

Input Parameter

Required/Optional

Description

Example

Ticket Objects

Required

The tickets to be created in JSON Array. Different ticket types have different required fields. If tickettype_id is unspecified, the default ticket type is Incident. It is recommended that users create a ticket object template, then create new tickets based on it.

JSON 
[
  {
    "summary": "1218 new ticket d1",
    "category_1": "IT Security Threats>Cylance",
    "urgency": 1,
    "impact": 1,
    "tickettype_id": 1
  }
]

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Create Tickets failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Create Tickets failed.

Status Code: 500.

Message: Internal Server Error.

Delete Tickets

Deletes the specified tickets by ticket IDs.

READER NOTE

Ticket IDs is a required parameter to run this command.

  • Run the Fetch Event command to obtain the Ticket ID. Ticket IDs can be found in the raw data at the path $.tickets[*].id.

Input

Input Parameter

Required/Optional

Description

Example

Ticket IDs

Required

The IDs of the tickets to delete. Ticket IDs can be obtained using the Fetch Event command.

JSON 
[ 
  ***** 
]

Reason

Optional

The reason for deleting the tickets.

Duplicate ticket

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Delete Tickets failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Delete Tickets failed.

Status Code: 500.

Message: Internal Server Error.

Fetch Event

Returns tickets as Events from the HaloPSA based on specified filter criteria. Tickets are sorted by last updated time in descending order.

READER NOTE

Ticket Types, Statuses, and Ticket Areas are optional parameters to run this command.

  • Run the List Ticket Types command to obtain the Ticket Types. Ticket Types can be found in the raw data at $.Results[*].id.

  • Run the List Ticket Statuses command to obtain the Statuses. Statuses can be found in the raw data at $.Results[*].id.

  • Run the List Ticket Areas command to obtain the Ticket Areas. Ticket Areas can be found in the raw data at $.Results[*].id.

Input

Input Parameter

Required/Optional

Description

Example

Start Time

Optional

The start time (in UTC) for the time range used to filter tickets by last updated time. By default, the value is 24 hours before the End Time.

2024-12-18 23:03:34

End Time

Optional

The end time (in UTC) for the time range used to filter tickets by last updated time. By default, the value is the current time.

2024-12-19 23:03:34

Number of Event(s) Fetched

Optional

The maximum number of the most recently updated tickets to return. Accepted values range from 1 to 1000. Returning a large number of tickets may impact system performance. By default, all tickets matching the filters will be retrieved.

10

Ticket Types

Optional

The ticket type IDs used to filter results. Ticket Types can be obtained using the List Ticket Types command. For example, to ingest Incident tickets only, input [ 1 ]. By default, all tickets regardless of their type are returned.

JSON 
[
  1
]

Statuses

Optional

The ticket status IDs used to filter tickets. Statuses can be obtained using the List Ticket Statuses command. For example, to ingest tickets with the New and In Progress statuses only, input [ 1,2 ]. By default, all tickets are returned regardless of their status.

JSON 
[
  1,
  2
]

Ticket Areas

Optional

The ticket area IDs used to filter tickets. Ticket Areas can be obtained using the List Ticket Areas command. For example, to ingest tickets in the Service Desk area only, input [ 1 ]. By default, all tickets are returned regardless of their area.

JSON 
[
  1,
  2
]

Search String

Optional

The search string used to filter tickets by their summary.

1218 new ticket

Additional Parameters

Optional

Any parameters in addition to the provided ones used to refine the filtering logic.

JSON 
{
  "view_id": 1
}

Output

To view the sample output data for all commands, refer to this article.

Fetch Event Field Mapping

Fetch Event commands require event field mapping. Field mapping plays a key role for data normalization within the event pipeline. Field mapping converts the original data fields from the different providers to standardized D3 fields as defined by the D3 Model. Refer to Field Mappings for details. 

To add a custom field, click on the + Add Field button. Users can also remove built-in field mappings by clicking x. Note that two underscore characters will automatically prefix the defined Field Name as the System Name for a custom field mapping. Additionally, if an input Field Name contains any spaces, they will automatically be replaced with underscores for the corresponding System Name.

As a system integration, the HaloPSA integration has some pre-configured field mappings for default field mapping.

  • Default Event Source

    The Default Event Source is the default set of field mappings that are applied when this fetch event command is executed. For out-of-the-box integrations, users will find a set of field mappings provided by the system. Default event source provides field mappings for common fields from the fetched data. The default event source has a "Main Event JSON Path" (i.e. $.tickets) that is used to extract a batch of events from the response raw data. View the "Main Event JSON Path" by clicking on the Edit Main JSON Path button.

    Group 21 (1).png

    • Main Event JSON Path: $.tickets

      The Main Event JSON Path determines the root path where the system starts parsing raw response data into D3 event data. The JSON path begins with $, representing the root element. The path is formed by appending a sequence of child elements to $, each separated by a dot (.). Square brackets with nested quotation marks ([‘...’]) should be used to separate child elements in JSON arrays.

      For example, the root node of a JSON Path is tickets. The child node denoting the Event Type field would be tickettype_name. Putting it together, the JSON Path expression to extract the Event Type is $.tickets.tickettype_name.

The pre-configured field mappings are detailed below:

Field Name

Source Field

Document ID

.id

Start Time

.dateoccurred

Description

.summary

Details

.details

Event Type

.tickettype_name

Priority

.priority_id

Impact

.impact

Urgency

.urgency

Status

.status_name

Client Name

.client_name

Site Name

.site_name

Event category

.category_1

Username

.user_name

Agent Name

.agent_name

Tag

.ticket_tags

Team Name

.team

Service Category

.related_service_category_names

Last Action Time

.lastactiondate

Location

.location.name

Department

.department.name

SLA

.sla_id

Error Handling

If the Return Data displays Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Fetch Event failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Fetch Event failed.

Status Code: 500.

Message: Internal Server Error.

Generate Ticket Reports

Generates reports for one or more specified tickets.

READER NOTE

Ticket IDs is a required parameter to run this command.

  • Run the Fetch Event command to obtain the Ticket ID. Ticket IDs can be found in the raw data at the path $.tickets[*].id.

Input

Input Parameter

Required/Optional

Description

Example

Ticket IDs

Required

The IDs of the tickets for which to generate reports. Ticket IDs can be obtained using the Fetch Event command.

JSON 
[ 
  ***** 
]

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Generate Ticket Reports failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Generate Ticket Reports failed.

Status Code: 500.

Message: Internal Server Error.

Get Tickets

Retrieves tickets by ticket IDs.

READER NOTE

Ticket IDs is a required parameter to run this command.

  • Run the Fetch Event command to obtain the Ticket ID. Ticket IDs can be found in the raw data at the path $.tickets[*].id.

Input

Input Parameter

Required/Optional

Description

Example

Ticket IDs

Required

The IDs of the tickets for which to retrieve details. Ticket IDs can be obtained using the Fetch Event command.

JSON 
[ 
  ***** 
]

Include Details

Optional

Whether to include additional objects in the response data. By default, the value is False.

True

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Get Tickets failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Get Tickets failed.

Status Code: 500.

Message: Internal Server Error.

List Agents

Returns a list of agents.

READER NOTE

Team is an optional parameter to run this command.

  • Run the List Teams command to obtain the Team. Teams can be found in the raw data at the path $.Results[*].name.

Input

Input Parameter

Required/Optional

Description

Example

Search Agent

Optional

The name, email address, or phone number used to filter agents.

Ken Yang

Team

Optional

The team name used to filter agents. Team can be obtained using the List Teams command.

3rd line support

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

List Agents failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

List Agents failed.

Status Code: 500.

Message: Internal Server Error.

List Categories

Returns a list of category details.

Input

Input Parameter

Required/Optional

Description

Example

Team Name

Optional

The name of the team used to filter categories. This parameter is valid only when a Category Type ID is provided.

3rd line support

Category Type ID

Optional

The category type ID used to filter results. Input 2 to retrieve the ticket resolution code.

2

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

List Categories failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

List Categories failed.

Status Code: 500.

Message: Internal Server Error.

List Teams

Returns a list of teams.

Input

Input Parameter

Required/Optional

Description

Example

Team Names

Optional

The team names used to filter agents. By default, no agents are returned.

JSON 
[
  "3rd line support"
]

Team Type

Optional

The domain used to filter teams. Available options are:

  • Tickets

  • Opportunities

  • Projects

By default, all teams are returned regardless of their domain.

Tickets

Department ID

Optional

The department ID used to filter teams belonging to that department.

3

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

List Teams failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

List Teams failed.

Status Code: 500.

Message: Internal Server Error.

List Ticket Areas

Returns a list of ticket areas.

Input

N/A

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

List Ticket Areas failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

List Ticket Areas failed.

Status Code: 500.

Message: Internal Server Error.

List Ticket Statuses

Returns a list of ticket statuses.

Input

N/A

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

List Ticket Statuses failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

List Ticket Statuses failed.

Status Code: 500.

Message: Internal Server Error.

List Ticket Types

Returns a list of ticket types.

Input

Input Parameter

Required/Optional

Description

Example

Domain

Optional

The domain used to filter ticket types. Available options are:

  • Tickets

  • Opportunities

  • Projects

By default, all ticket types are returned regardless of their domain.

Tickets

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

List Ticket Types failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

List Ticket Types failed.

Status Code: 500.

Message: Internal Server Error.

Resolve Tickets

Resolves one or more specified tickets.

READER NOTE

Ticket IDs is a required parameter to run this command.

  • Run the Fetch Event command to obtain the Ticket ID. Ticket IDs can be found in the raw data at the path $.tickets[*].id.

Input

Input Parameter

Required/Optional

Description

Example

Ticket IDs

Required

The IDs of the tickets to resolve. Ticket IDs can be obtained using the Fetch Event command.

JSON 
[ 
  ***** 
]

Email To

Required

The email addresses to notify upon ticket resolution.

JSON 
[
  "*****@*****.*****",
  "*****@*****.*****"
]

Private Note

Optional

The private note to add when resolving the tickets

Issue was fixed

Additional Fields

Optional

Any additional fields to include in the resolution action.

JSON 
{
  "emailcc": "*****@*****.*****"
}

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Resolve Tickets failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Resolve Tickets failed.

Status Code: 500.

Message: Internal Server Error.

Update Tickets

Updates one or more specified tickets.

READER NOTE

Ticket IDs is a required parameter to run this command.

  • Run the Fetch Event command to obtain the Ticket ID. Ticket IDs can be found in the raw data at the path $.tickets[*].id.

Input

Input Parameter

Required/Optional

Description

Example

Ticket IDs

Required

The IDs of the tickets to update. Ticket IDs can be obtained using the Fetch Event command.

JSON 
[ 
  ***** 
]

Update Ticket Object

Required

The JSON object containing field-value pairs to update. Ensure to only specify field-value pairs that need to be updated. The same object is applied to all specified Ticket IDs.

JSON 
{
  "summary": "1219 new ticket a1 updated",
  "category_1": "IT Security Threats>Cylance",
  "urgency": 2,
  "impact": 2,
  "tickettype_id": 2
}

Output

To view the sample output data for all commands, refer to this article.

Error Handling

If the Return Data displays Partially Successful or Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Update Tickets failed.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Update Tickets failed.

Status Code: 500.

Message: Internal Server Error.

Test Connection

Allows users to perform a health check on an integration connection. Users can schedule a periodic health check by selecting Connection Health Check when editing an integration connection.

Input

N/A

Output

Output Type

Description

Return Data Type

Return Data

Indicates one of the possible command execution states: Successful or Failed.

The Failed state can be triggered by any of the following errors:

  • A connection issue with the integration

  • The API returned an error message

  • No response from the API

More details about an error can be viewed in the Error tab.

String

Error Handling

If the Return Data displays Failed, an Error tab will appear in the Test Result window.

The error tab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help locate the root cause of a command failure.

Parts in Error

Description

Example

Failure Indicator

Indicates the command failure that happened at a specific input and/or API call.

Test Connection failed. Failed to check the connector.

Status Code

The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the HaloPSA portal. Refer to the HTTP Status Code Registry for details.

Status Code: 500.

Message

The raw data or captured key error message from the integration API server about the API request failure.

Message: Internal Server Error.

Error Sample Data

Test Connection failed. Failed to check the connector.

Status Code: 500.

Message: Internal Server Error.

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