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Overview

The Halo Service Desk integration enables ThreatAware to collect read-only data from your Halo Service Desk environment, providing visibility into your IT service assets and ticket management data.
Connection Method: API Setup Time: 20 minutes Access Required: Administrator account

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Data collected

The Halo Service Desk integration provides:
  • Service desk tickets and issues
  • Asset and device information
  • Customer and organisation data
  • Service configuration details

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Setup instructions

1

Access Halo Service Desk

Log in to your Halo Service Desk platform at https://{tenantName}.haloservicedesk.com with administrator credentials.
2

Create API User (Optional)

If you want a dedicated account for ThreatAware, create a new user:
  • Click Customers on the dashboard
  • Hover over New at the top-right and select New User
  • Enter username: ThreatAware-API (or your preferred name)
  • Select the site you want the user associated with
  • Scroll down and select Service User to exclude from user lists
  • Navigate to the Permissions tab and set Asset Access Level for the data you want ThreatAware to access
  • Click Save
If you prefer to use an existing admin user, you can skip this step and use that account instead.
3

Navigate to API Settings

Configure API access in Halo Service Desk:
  • Click the configuration button at the bottom left of the navigation bar
  • In All Features > Advanced Section, click Integrations
  • Under Featured Section, select Halo Service Desk API
4

Create API Application

Generate API credentials:
  • Note the Tenant name (required for ThreatAware)
  • Click View Applications
  • Click the New button in the top right
  • Enter Application Name: ThreatAware
  • Select Client ID and Secret (Services)
  • Copy and securely store the Client ID and Client Secret
Keep your Client Secret secure. Treat it like a password and never share it in plain text.
5

Set API Permissions

Configure permissions for the API application:
  • In the Agent to log in as dropdown, select the ThreatAware user (or an admin with required permissions)
  • Navigate to the Permissions tab
  • Select the read:assets permission
  • Click Save
6

Configure in ThreatAware

Complete the integration setup in ThreatAware:
  • Open ThreatAware and navigate to Settings > Integrations
  • Search for and select Halo Service Desk
  • Enter the required credentials:
    • Tenant Name: Your Halo Service Desk tenant name
    • Client ID: The Client ID generated above
    • Client Secret: The Client Secret generated above
  • Click Save and Authorize to establish the integration
7

Verify Connection

After connecting, verify the integration is working:
  • Check the Integration Status to confirm it shows Active
  • Wait for the initial data sync (typically within 1 hour)
  • Verify Halo Service Desk asset data appears in ThreatAware

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Required credentials

Field Name: Halo Service Desk Tenant Name Type: String Description: Your Halo Service Desk tenant identifier found in your instance URLFormat: {tenantName} (from https://{tenantName}.haloservicedesk.com) Example: acme-company
Field Name: Halo Service Desk Client ID Type: String Description: The Client ID generated in Halo Service Desk API settings
Field Name: Halo Service Desk Client Secret Type: Password (encrypted) Description: The Client Secret associated with your Client ID
Store this credential securely in your organisation’s password manager for future reference.

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Verification and troubleshooting

Symptoms: Integration status shows authentication failureSolutions:
  • Verify the Client ID and Client Secret are correct
  • Ensure credentials were copied without extra spaces
  • Confirm the Tenant Name matches your Halo instance
  • Check that the API application has not been deleted or disabled in Halo
Symptoms: Integration connects but no data appearsSolutions:
  • Verify the API application has the read:assets permission enabled
  • Check that the assigned user has appropriate asset access levels
  • Confirm the Agent to log in as user has access to the required assets
  • Review permissions in Halo Service Desk for the API user
Symptoms: Integration fails to connect or times outSolutions:
  • Verify the Tenant Name is correct and matches your instance URL
  • Check firewall rules allow outbound HTTPS (443) to haloservicedesk.com
  • Confirm the Halo Service Desk service is operational and accessible
  • Test your tenant URL in a browser to ensure it’s reachable
Symptoms: Integration shows active but no service desk data appearsSolutions:
  • Verify there is asset and ticket data in Halo Service Desk to collect
  • Check that the API user has appropriate asset access levels
  • Wait for the next sync cycle (typically hourly)
  • Review ThreatAware integration logs for detailed error messages
  • Contact Halo Service Desk support if issues persist

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Best practices

Credential Management
  • Create a dedicated service account specifically for ThreatAware integration
  • Document credentials securely in your organisation’s password manager
  • Rotate API credentials annually or per your security policy
  • Monitor for authentication failures in ThreatAware regularly
  • Disable the API application immediately if credentials are compromised
Security Considerations
  • Only grant minimum necessary permissions (read:assets)
  • Use a dedicated service user rather than a personal admin account
  • Review API access logs in Halo Service Desk periodically
  • Follow your organisation’s least privilege principles