Create Halo Ticket

The Create Halo Ticket action creates a new service ticket in Halo PSA. Configure the ticket properties, assignment, and classification to match your workflow requirements.

Single API Call Action

This is a single API call action. You must supply the client, user, and all other parameters directly. Learn more about the difference between workflow actions and single API call actions.

When to Use This Action

Use this action when:

• You need to create a Halo ticket with known client and user IDs from a previous query action
• You want precise control over all ticket fields at creation time
• You are building a multi-step workflow where lookup actions run before ticket creation

Don't use this action for:

• Updating existing tickets: Use Update Halo Ticket to modify an existing ticket by ID, or Update Halo Ticket from Email to detect and update a ticket from an email.

Configuration

Connection

Field	Description
Halo Connection	Select the Halo connection to use for this action.

Basic Information

Field	Description
Summary	The ticket summary/title. Supports text expressions with {{variable}} syntax.
Details	The ticket description/details. Supports text expressions for dynamic content.

Client & Contact

Field	Description
Client	Select the Halo Client/Company for the ticket. Lock to choose from a dropdown, or unlock to enter a dynamic value using text expressions.
User	Select the Halo User/Contact for the ticket.
Site	Select the Halo Site associated with the ticket.

Classification

Field	Description
Ticket Type	The type of ticket (e.g., Incident, Service Request).
Status	The ticket status. If not provided, uses the default status for the ticket type.
Priority	The ticket priority level.
Category	The ticket category for classification and reporting.
SLA	The Service Level Agreement to apply to this ticket.

Assignment

Field	Description
Agent	The agent/technician to assign the ticket to.
Team	The team to assign the ticket to.

Error Handling

Field	Description
Error Handling	Action to take if ticket creation fails.

Option	Behavior
Exception	Halt processing and report the error
Bounce	Return the email/item to the sender
Continue	Continue to the next action
Stop	Stop this rule but allow other rules to process
Stop All	Stop all processing for this message

Returned Variables

When you configure Store the results in Variable, the result is an array containing the created ticket. Access properties using index syntax.

Example usage: {{custom.myVariable[0].id}}

Variable	Type	Description
[0].id	number	The created ticket ID
[0].summary	string	The ticket summary
[0].details	string	The ticket details
[0].client_id	number	The client ID
[0].client_name	string	The client name
[0].user_id	number	The user/contact ID
[0].user_name	string	The user/contact name
[0].site_id	number	The site ID
[0].site_name	string	The site name
[0].tickettype_id	number	The ticket type ID
[0].status_id	number	The status ID
[0].status_name	string	The status name
[0].priority_id	number	The priority ID
[0].priority_name	string	The priority name
[0].category_1	number	The category ID
[0].sla_id	number	The SLA ID
[0].agent_id	number	The assigned agent ID
[0].agent_name	string	The assigned agent name
[0].team_id	number	The assigned team ID
[0].team_name	string	The assigned team name
[0].datecreated	string	The creation timestamp
[0].datelastupdated	string	The last update timestamp

Example Use Cases

Create Ticket After User Lookup

After finding a user with Query Halo Users:

Setting	Value
Client	{{custom.user.users.[0].client_id}} (unlocked)
User	{{custom.user.users.[0].id}} (unlocked)
Summary	{{email.subject}}
Details	{{email.body}}

Create Ticket After Client Lookup

After finding a client with Query Halo Clients:

Setting	Value
Client	{{custom.client.clients.[0].id}} (unlocked)
Summary	{{email.subject}}
Details	{{email.body}}
Ticket Type	Incident

FAQs

What fields are required?

At minimum, you must provide a Halo Connection and a Summary. Client, User, and other classification fields are optional but recommended for accurate ticket routing.

How do I use dynamic values for Client or User?

Unlock the field selector and enter a text expression referencing a previously queried ID, such as {{custom.client.clients.[0].id}}.

Why does the result use array index syntax?

The Halo API returns ticket data as an array. Even when creating a single ticket, the result is wrapped in an array, so you access the ticket at index [0].

Related Actions

• Update Halo Ticket: Modify an existing ticket by ID
• Update Halo Ticket from Email: Detect and update a ticket from an email
• Query Halo Clients: Find clients to use as input
• Query Halo Users: Find users to use as input