HaloPSA: Integration Logs

Overview
Using the Sync Info & Logs Screen
Troubleshooting Errors
Accessing the Sync Info & Logs Screen
 

Overview

Bi-directional integrations can be complex, and with differences across the systems for business rules, data architecture, and unaccounted-for API changes, there are times where an expected sync doesn't work as planned.

In order to give those managing synced projects the insight into when HaloPSA API requests do not succeed as well as when the integration performs an action which we feel should be surfaced to an end-user, we have added API Request Details to the integration. 

Using the Sync Info & Logs Screen

The "Sync Info & Logs" screen is made up of mainly two sections: the Filter section, and the Log Records section. 

With the filter, you have the ability to search for log records by:

• Date Range: Can select a date range with a maximum timespan of seven days
• Log Level: Whether you want to view Error and/or Info logs
• HTTP Method: Makes it possible to filter down to specific types of calls--"Get", "Post", or "Delete."
• Project: Allows you to filter for only logs related to a specific project
• HaloPSA Object Type: Allows you to filter for only logs affecting a specific Halo Object Type (e.g., Project, Task, Project Action, Task Action, Team, Agent, Client Outcome, Charge Type, Config, etc.) 
• HaloPSA ID: The ability to search for an object using a specific ID is available and dynamically changes which ID is searched based on the Halo Object Type selection:
  • Selecting Project will change it to Halo Project ID
  • Selecting Task will change it to Halo Task ID
  • Selecting Project Action will change it to Halo Project ID
  • Selecting Task Action will change it to Halo Task ID
  • Selecting Agent will change it to Halo Agent ID
  • Selecting Client will change it to Halo Client ID

After you have made any changes to the filter, you will need to press the Apply button to query the database for the updated set of logs. 

The API Request Details are a listing of all the HaloPSA API requests sent from your Moovila enterprise to the connected Halo instance. This allows you to verify whether an API request was successful in creating, updating, or removing an object in Halo after a change was made in Moovila. The details of when it was requested, the HTTP method, request URL and contents, and the returned HTTP status and response.

Troubleshooting Errors

When the integration is unsuccessfully creating and updating Actions in Halo with the exception message "You do not have access to this Action at the moment" appearing in the Integration Log, check the following configurations:

1. For the Ticket Type of the Halo ticket, ensure that it has access to the action outcome so that the integration can create the actions/notes on tickets of that type.
2. Action outcome must have "Action is visible outside of Workflows" checked.
3. If the Ticket Type has a workflow associated with it, then the action outcome must be accessible at every step of the workflow. This can be done by either ensuring that the action outcome is available at every step or removing the workflow from the ticket type.

Accessing the Sync Info Screen

There are three ways to access the Sync Info screen:

• From within a synced project, if you navigate to the top-navigation's More menu, then to the HaloPSA Sync and Info menu item, this will open the Sync Info screen, hard-filtered to the project from which you're navigating.
  
   
• From the HaloPSA integration configuration dialogue, there are two ways to access the Sync Info screen. First, at the top right of the dialogue, there is a Logs icon which opens the screen. You can also access the screen from the Project Sync Status listing, by clicking on Logs icon found within the Logs column for each synced project. Like opening the Sync Info & Logs screen directly from the synced project, this screen will be hard-filtered to only search against logs related to the project from which it was opened. Clicking on the project link in the integration configuration dialogue will take you directly to that project.