Ticketing & ITSM

HaloITSM

Run HaloITSM incidents, service requests, and knowledge lookups from natural language.

Dex connects to HaloITSM over the REST API using OAuth2 client credentials and lets admins and employees drive the service desk in natural language — creating incidents and service requests (POST /Tickets with array body), adding notes via /Actions, resolving tickets, and looking up clients, sites, assets, agents, teams, and the knowledge base — with support for both hosted (tenant-based) and self-hosted Halo instances.

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What Dex does with HaloITSM

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (CoAdmin)

Create and update tickets via POST /Tickets with HaloITSM's array body format ([{...}] — include id to update, omit to create)
Add notes or actions to a ticket via POST /Actions with ticket_id, note, outcome, and hiddenfromuser control
Search tickets with filters — tickettype_id, status_id, agent_id, and free-text search — across Incidents, Service Requests, Problems, and Changes
Reassign tickets to a different agent or team, or close them (status_id 9) in a single update
Look up clients, sites, users, agents, teams, and assets for ticket context
Browse ticket types, statuses, and priorities (GET /TicketType, /Status, /Priority) and search the knowledge base via /KBArticle
Paginate large result sets with ?count=50&page_no=N — Dex follows record_count transparently

For employees (self-service)

Open a HaloITSM incident or service request for anything Dex can't resolve directly
List your own tickets and see each one's status, priority, and assigned agent
Check the status of a specific ticket number
Add a note to one of your tickets (visible to the agent) so they see the latest context
Close your ticket once the issue is confirmed fixed

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>Open a HaloITSM Incident — "Cannot access email application, connection timed out", priority Medium, site 18, assign to the 1st Line Support team
>List every open HaloITSM Incident assigned to agent ID 6
>Add a hidden-from-user note to ticket 789: "Investigated — root cause is a DNS misconfiguration, escalating to L3"
>Bump ticket 789 to priority High and reassign it to 2nd Line Support
>Close ticket 789 and add a visible note summarising the fix for the user

Employee prompts

>Open a HaloITSM ticket — my laptop drops off Wi-Fi every time it wakes from sleep
>What's the status of my ticket 789?
>Add a note to my open ticket: "Tried rebooting twice, same error"
>Please close my email ticket — it's working again since this morning

Policy actions

Every action Dex can take on HaloITSM is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`haloitsm_create_ticket`	Create a new HaloITSM ticket on behalf of the end user	self-only
`haloitsm_add_note`	Add a note (public or hidden) to an existing ticket via /Actions	self-only
`haloitsm_resolve_ticket`	Resolve or close a HaloITSM ticket	self-only
`haloitsm_list_tickets`	List and search the user's HaloITSM tickets (by type, status, agent)	self-only

How to configure HaloITSM

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
Sign in to HaloITSM as an admin and go to Configuration → Integrations → Halo API.
2
Under API Applications, click New and create a new API application — name it (e.g. "Dex Autonomous IT"), authentication method "Client ID and Secret", and grant the scopes Dex needs.
3
Copy the Client ID and Client Secret — the secret is shown once at creation.
4
Note your Halo URL (e.g. https://yourcompany.haloitsm.com) and, for hosted instances, your tenant name (shown on the Halo API configuration page). Self-hosted instances leave tenant blank.
5
In Dex, enable the HaloITSM integration and paste the Halo URL, tenant (if hosted), Client ID, and Client Secret. Dex exchanges these for an OAuth2 bearer token (refreshed automatically) and validates with a live GET /TicketType call.

Credentials required

halo_url: Your HaloITSM instance URL (e.g. https://yourcompany.haloitsm.com)
tenant: Tenant name — required for hosted Halo instances (Configuration → Integrations → Halo API). Leave blank for self-hosted.
client_id: Client ID from the Halo API application
client_secret: Client Secret from the Halo API application (shown once)

Requirements

•HaloITSM admin rights to create API Applications under Configuration → Integrations
•API application must be granted the scopes Dex needs (tickets, clients, sites, assets, agents, kb)
•POST /Tickets body is always an ARRAY [{...}] — include id to update, omit to create. Dex handles this automatically.
•Ticket notes are created via POST /Actions (ticket_id + note + outcome + hiddenfromuser), not as a sub-resource under the ticket
•Ticket types, statuses, and priorities are instance-configurable — discovered via /TicketType, /Status, and /Priority at runtime

Related integrations

See Dex run HaloITSM

Book a 30-minute walkthrough with our team and see how autonomous IT works in your environment — or get started for free.

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