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How to generate client secret and client ID in Halo Service Solutions?
The process of generating is the same for Halo ITSM, Halo PSA, and Halo Service Desk.
To facilitate a smooth data migration from or to Halo ITSM, you require Authorization Server, Client ID, and Client Secret. This way, you can connect your Halo ITSM account to Migration Wizard.
Here’s a guide to generate Сlient Secret and Client ID:
Go to your Halo ITSM account.
Click on Configuration in the left sidebar.
Select Integrations under Advanced.
Choose Halo ITSM API from a drop-down.
Click on View Application under Applications.
Click New in the right corner. Note: Create a Halo ITSM API specifically for data migration. You > can’t use the available ones.
Apply the following settings in the tab “Details”:
Fill in the Application name.
Mark a checkbox next to active.
Select Client ID and Secret (Services) under Authentication > method.
Choose Agent as login type.
Select agent as log in as. Note: You should pick an Agent that aligns with the one you intend to use for initiating a Demo Migration to Halo ITSM.
Copy Client ID and Client Secret.
Mark a checkbox next to All in the tab “Permissions”.
Click Save to apply settings.
How to deactivate the Approval Process in Halo Service Solutions?
To ensure ticket statuses like "Open" or "Closed" migrate correctly, disable the Approval Process before starting the migration.
How to disable it:
Go to Configuration → Tickets → Ticket Types.
Open a ticket type and click Edit.
Set Start an Approval Process to No.
Click Save.
Once the Full Data Migration is complete, you can re-enable the Approval Process as needed.
How to edit the required to non-required fields in the Halo Service Solutions?
The process of generating is the same for Halo ITSM, Halo PSA, and Halo Service Desk.
To modify the required fields in the incidents in Halo Service Desk, you need to
Sign in to your Halo Service Desk account. Go to Tickets > Ticket > Types and choose Incidents.
Go to Field List and click edit.
Then click the pencil icon to edit Incident Details.
In Details, select Field List and click on a pencil icon next to Category to edit it.
Modify the required fields to your specific migration needs.
You can apply this setting to related tickets as well. Once done, click the Save button at the bottom of this window.
Save the Details changes.
And save the changes in the Incident.
How to disable AI in Halo Service Solutions?
Just like with automations and notifications, you should turn off AI in Halo before starting your migration. The built-in AI can automatically change migrated data, which can affect data accuracy.
To turn off AI in Halo:
Go to Configuration > AI.
Scroll to Setup. Under Default AI Connection, choose None.
Open AI Ticket Matching and switch off all other AI features temporarily.
Once your Full Migration is complete and you’ve verified your data, you can safely turn AI back on.
Halo Migration Limitations
Migration Wizard migrates all tickets and ticket-like objects into Incident ticket type from the helpdesks. To migrate into other ticket types from help desk customization work is required.
The mapping displays all ticket types that belong to the ITIL Ticket Type "Incident."
If a client can't see migrated tickets, check whether filters are hiding them — see Configuration → Tickets → Tickets Areas → Service Desk → Filters for Service Desk, and also check the Lists filters in Halo.
Migrating from Halo (Halo as Source)
By default, Service Requests migrate from Halo only to Halo, ServiceNow, and CSV.
Troubleshooting: if a demo migration with Halo as the source included Service Requests, but the target isn't Halo, ServiceNow, or CSV, first check whether the client selected the "Demo with custom data" option. If that option is selected and a Service Request ID was entered, it will migrate in the demo (but not in the Full Migration).
Only tickets whose ticket type has the ITIL Ticket Type field set to "Incident" are read as tickets (Incidents). Because of this, the actual ticket count in Halo may differ from (be lower than) the count calculated by the tool.
Fields are output from all ticket types, not only ITIL types.
Custom fields exist for both contacts and companies.
Companies have Sites, which also have fields (both custom and default). It still needs to be investigated whether Site fields can be read.
Parent-child ticket relationships exist and can be migrated into a text custom field on the target.
Migrating to Halo (Halo as Target)
By default, migration goes only into the ITIL Ticket Type "Incident" — unless the source is ServiceNow, Freshservice, Halo, CSV, SolarWinds Service Desk, or ServiceDesk Plus.
ITIL types are default types, so custom ITIL types can't be added — only fields and ticket types can be added to them.
Default objects migrated per source, beyond Incidents:
Freshservice, SolarWinds Service Desk: also migrate Changes and Problems.
ServiceDesk Plus: also migrates Problems.
Halo, ServiceNow, CSV: also migrate Changes, Problems, and Service Requests.
Migrating into other ITIL types is possible as a separate custom migration (research required beforehand).
Halo doesn't have tags in the sense used on other platforms — these can be custom-migrated into a text custom field.
Halo also has Projects (tasks), Assets, Invoices, Contracts, and Approvals.
For a field to appear on the mapping from the target side, it must be added to one of the ticket types present in the mapping.
Custom field types for tickets: custom fields are first added in the Custom Objects section, then added to the needed ticket type. Once a field is created, its type cannot be changed.
Fields are output from all ticket types, not only ITIL types.
Custom fields exist for both contacts and companies.
CC exists but is tied to each individual comment separately.
Sites exist under Clients (Companies), with both default and custom fields.
Sites can be custom-created and added to companies that we create as part of the migration. Updating existing companies with sites is likely not possible — check with engineers to confirm. Whether Sites exist in companies on the source also determines whether they can be custom-created and where the data for them comes from.
In Halo, a contact can be assigned to only one company. The same contact (same email) could be created again under a different company, resulting in a different ID — since the emails would be identical, this can effectively serve as assigning a contact to multiple companies. This is only done as a custom migration, for cases where the source contact is assigned to multiple companies and the client wants to preserve those relationships.
The approval process and notifications must be disabled before migration (see the guide on disabling the Approval Process above).
Migration speed to a server (on-premise) Halo instance is very low.
Articles migrating to Halo can fail if "Make FAQ list selection mandatory" is enabled.
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