Update Halo Ticket

The Update Halo Ticket action updates an existing ticket in Halo PSA. Only the fields you specify will be updated; other fields remain unchanged.

API Call Action

This is a building-block API call action. You must supply the Ticket ID directly. After updating the ticket, MSPintegrations retrieves its complete saved details and Custom Field values. If you need the system to detect a ticket number from an email, use Update Halo Ticket from Email instead. Learn more about workflow actions and API call actions.

When to Use This Action

Use this action when:

• You already have the ticket ID from a previous query or create action
• You want to update specific fields on an existing ticket without adding email content
• You need precise control over which fields are changed

Don't use this action for:

• Adding email content as a note: Use Update Halo Ticket from Email instead, which detects ticket numbers from emails and adds the email body as a note.
• Creating new tickets: Use Create Halo Ticket instead.

Configuration

Connection

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

Ticket

Field	Description
Ticket ID	The ID of the ticket to update. Required. Supports text expressions with {{variable}} syntax.

Content (Optional)

Field	Description
Summary	Updated ticket summary/title. Leave empty to keep the current value.
Clear Summary	Explicitly clear the saved summary. When enabled, this takes precedence over Summary.
Details	Updated ticket description/details. Leave empty to keep the current value.
Clear Details	Explicitly clear the saved details. When enabled, this takes precedence over Details.

Classification (Optional)

Field	Description
Status	Updated ticket status. Leave empty to keep the current status.
Priority	Updated ticket priority. Leave empty to keep the current priority.

Assignment (Optional)

Field	Description
Agent	Updated assigned agent. Leave empty to keep the current assignment.
Team	Updated assigned team. Leave empty to keep the current assignment.

Custom Fields (Optional)

Field	Description
Custom Fields	Select ticket custom fields to update and set their values. Text values support text expressions, including text nested inside array values. The action rejects known read-only or unsupported fields while preserving unknown positive field IDs entered dynamically. Leave this section empty to omit custom fields. Boolean false, zero, arrays, empty strings, and null values retain their exact value.

Error Handling

Field	Description
Error Handling	Action to take if the ticket update 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	In Email Processing, 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 complete saved ticket object. MSPintegrations combines the full ticket detail response with the saved Custom Field values for that exact ticket. Access properties using dot syntax. If any update or refresh step fails, the stored result is null; an HTTP error body is never stored as the ticket.

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

Variable	Type	Description
.id	number	The ticket ID
.summary	string	The updated ticket summary
.details	string	The updated 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
.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
.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
.customfields	array	Custom fields returned on the updated ticket
.customfields[].id	number	The Halo custom field ID
.customfields[].value	mixed	The custom field value

Example Use Cases

Close a Ticket After Processing

Setting	Value
Ticket ID	{{custom.ticket.id}}
Status	Closed

Escalate a Ticket's Priority

Setting	Value
Ticket ID	{{custom.ticket.id}}
Priority	High
Team	Escalations

Update Summary from Parsed Data

Setting	Value
Ticket ID	{{custom.existingTicket[0].id}}
Summary	[Escalated] {{custom.existingTicket[0].summary}}

FAQs

Do I need to fill in all fields when updating?

No. Only specify the fields you want to change, but you must select at least one change. A blank Summary or Details retains its current value; use Clear Summary or Clear Details to remove that text explicitly.

What if the Ticket ID doesn't exist?

The action fails with an error. Configure Error Handling to control what happens next.

Reply-All Storm Catcher

When this action runs inside an inbound email automation and the update succeeds, MSPintegrations records the email's Message-ID against the updated Halo ticket ID on the selected Halo connection.

Later replies in the same thread that arrive without a Halo ticket tag can still be matched to this ticket by Update Halo Ticket from Email, which looks up the email's In-Reply-To and References headers against those stored associations.

The association applies only to the Halo connection you selected on this action, so replies are never matched to tickets on a different Halo connection.

Related Actions

• Create Halo Ticket: Create a new ticket
• Update Halo Ticket from Email: Detect ticket from email and add a note
• Query Halo Tickets: Find tickets to update