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 (such as Find Halo User and Client by Email) run before ticket creation and you already have the determined client and user IDs

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.

Automated email to ticket workflows

If you are creating a ticket directly from an inbound email and want MSPintegrations to determine the user and client for you, use Create Halo Ticket from Email instead. That workflow action wraps this action together with user and client determination, optional user creation, and attachment upload.

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.
Asset	Select the Halo Asset/Configuration Item to associate with the ticket. When a Client is selected, only assets belonging to that client are shown.

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 (1-4). See the Priority, Impact, and Urgency section below.
Impact	The impact level (1-4). Some Halo instances require this field. See the Priority, Impact, and Urgency section below.
Urgency	The urgency level (1-4). Some Halo instances require this field. See the Priority, Impact, and Urgency section below.
Category	The primary ticket category (level 1) for classification and reporting.
Category 2	Sub-category level 2.
Category 3	Sub-category level 3.
Category 4	Sub-category level 4.
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 the created ticket object. Access properties using dot syntax.

Example usage: {{custom.myVariable.id}}

Variable	Type	Description
.id	number	The created ticket ID
.summary	string	The ticket summary
.details	string	The ticket details
.client_id	number	The client ID
.client_name	string	The client name
.user_id	number	The user/contact ID
.user_name	string	The user/contact name
.site_id	number	The site ID
.site_name	string	The site name
.asset_id	number	The asset/device ID
.asset_tag	string	The asset tag/inventory number
.tickettype_id	number	The ticket type ID
.status_id	number	The status ID
.status_name	string	The status name
.priority_id	number	The priority ID
.priority_name	string	The priority name
.categoryid_1	number	The category ID (level 1)
.categoryid_2	number	The category ID (level 2)
.categoryid_3	number	The category ID (level 3)
.categoryid_4	number	The category ID (level 4)
.impact	number	The impact level
.urgency	number	The urgency level
.sla_id	number	The SLA ID
.agent_id	number	The assigned agent ID
.agent_name	string	The assigned agent name
.team_id	number	The assigned team ID
.team_name	string	The assigned team name
.datecreated	string	The creation timestamp
.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

Priority, Impact, and Urgency

Halo uses a priority matrix that can automatically calculate the ticket priority from the Impact and Urgency values you provide.

Priority may be overridden

If you set Impact and Urgency on a ticket, Halo's priority matrix may override the Priority value you selected. For example, setting Impact to 3 (Low) and Urgency to 3 (Low) may result in a priority of "Low" regardless of the Priority field you chose.

How it works

1. You set Priority, Impact, and Urgency on the ticket.
2. After the ticket is created, Halo evaluates its ticket rules. If a rule matches the Impact and Urgency combination, it overrides the Priority with the value defined in that rule.
3. The rule-assigned priority takes precedence over the Priority value you provided.

These rules are configured in your Halo instance under Configuration > Tickets > Rules. A default Halo installation includes rules that map Impact/Urgency combinations to specific priority levels (e.g., Impact 3 + Urgency 3 = Low priority).

Recommendations

• If your Halo instance has Impact/Urgency-to-Priority rules configured, set Impact and Urgency and leave Priority empty. Halo will assign the correct priority automatically via its rules.
• If your Halo instance does not use these rules, set Priority directly and leave Impact and Urgency empty (unless your instance requires them).
• To review or modify the priority mapping, navigate to Configuration > Tickets > Rules in your Halo instance.

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}}.

Reply-All Storm Catcher

When this action runs inside an inbound email workflow and the ticket is created successfully, MSPintegrations records the email's Message-ID against the new Halo ticket ID on the selected Halo connection.

Later, if a reply in the same email thread arrives without the Halo ticket tag in the subject or body, Update Halo Ticket from Email can use that stored association to update the correct ticket instead of creating a duplicate.

The association is scoped to the Halo connection you selected on this action, so correlations from one Halo connection never match tickets on another.

Related Actions

• Create Halo Ticket from Email: Create a ticket from an inbound email with automatic user and client determination
• Find Halo User and Client by Email: Determine the user and client before calling this action
• 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