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HaloITSM Integration

Status: Released Updated: 04 Mar 2026

MyPass integrates with HaloITSM to allow helpdesk agents to initiate password proofing directly from within a ticket workflow. This guide covers the configuration required on the HaloITSM platform before connecting it to MyPass.

Quick Implementation Pointers​

Create a Role​

A dedicated role scopes the permissions available to the MyPass service account and keeps those permissions separate from regular agent roles.

  1. Navigate to Configuration → Teams & Agents → Roles.
  2. Create a new role named MyPassService and save.
  3. Under Feature Access, enable Ticket access (read and modify).
  4. Under Ticket Permissions, enable the following:
    • Can view unassigned
    • Can edit closed
    • Can view tickets that are assigned to other agents
    • Can re-assign
    • Can edit tickets which are not assigned to them

Create a Service Agent​

The service agent is the account MyPass uses to interact with HaloITSM. It should be API-only and excluded from normal agent workflows.

  1. Navigate to Configuration → Teams & Agents → Agents.
  2. Create a new agent and assign the MyPassService role created above.
  3. Tick Is an API only agent.
  4. At the bottom of the agent record, exclude this agent from automatic assignment.

Create an API Application​

The API application entry provides the credentials and permission scope that MyPass uses to authenticate against HaloITSM.

  1. Navigate to Configuration → Integrations → HaloITSM API.
  2. From the main screen, capture the Auth URL and API URL — these are required when configuring the MyPass side of the integration.
  3. Create a new application named MyPass_Integration with a clear description.
  4. Select Client ID and Secret as the authentication method.
  5. Note the generated Client ID and Client Secret — these are required for the MyPass configuration.
  6. On the Permissions tab, add:
    • Read: Tickets
    • Edit: Tickets
  7. Save the application.
Important

The Client Secret is typically only shown once at creation time. Store it securely before closing the screen. If it is lost, a new secret must be generated and the MyPass configuration updated to match.

Create a Category​

  1. Navigate to Configuration → Tickets → Categorization.
  2. Edit the Category 1 values to include a category appropriate for MyPass-related tickets.

Create an Action​

The action represents the button that appears inside a ticket, allowing an agent to launch the MyPass proofing URL directly from HaloITSM.

  1. Navigate to Configuration → Tickets → Actions.
  2. Enter a Description for the action.
  3. Enter a Name and, optionally, assign an icon and colour.
  4. Untick Action visible outside workflow.
  5. Under Action Settings, set System Use to Open URL.
  6. Enter the MyPass Custom URL provided by your implementation team.
  7. Enable Allow users to use action.
  8. Enable Ticket quick action.

Add a Workflow​

The workflow controls when and how the MyPass action is made available to agents processing a ticket.

  1. Navigate to Configuration → Tickets → Workflow.
  2. Add a new workflow.
  3. Add a new step at the start of the workflow with the following settings:
    • Stage: Stage 1
    • Type: Action
  4. Under the step's Actions, add a new action with:
    • Action type: Allow Actions
    • Actions to allow: the action created above (e.g. Proofing)
    • Move to workflow: Remain at Step 1
  5. Additional steps may be added to the workflow as required for your process.

Add a Ticket Type​

The ticket type ties the workflow to a specific category of ticket so the MyPass action appears automatically when agents open qualifying tickets.

  1. Navigate to Configuration → Tickets → Ticket Type.
  2. Select New.
  3. Provide a name for the ticket type.
  4. Set ITIL ticket type to Incident.
  5. Set Usage to Tickets.
  6. On the Defaults tab, enable Start a Workflow and select the MyPass workflow created above.