Managing Halo Itsm

---
name: managing-halo-itsm
description: |
  Use when working with Halo Itsm — haloITSM platform management covering ticket
  lifecycle, SLA policy configuration, knowledge base article management, and
  asset tracking. Use when creating and managing support tickets with custom
  workflows, monitoring SLA compliance and breach risks, publishing and
  organizing knowledge base articles for self-service, or tracking IT hardware
  and software assets through their lifecycle.
connection_type: halo-itsm
preload: false
---

# HaloITSM Management Skill

Manage and analyze HaloITSM tickets, SLAs, knowledge base, and assets.

## API Conventions

### Authentication
All API calls use OAuth2 client credentials — token injected automatically.

### Base URL
`https://{{tenant}}.haloitsm.com/api`

### Core Helper Function

```bash
#!/bin/bash

halo_api() {
    local method="$1"
    local endpoint="$2"
    local data="${3:-}"

    if [ -n "$data" ]; then
        curl -s -X "$method" \
            -H "Authorization: Bearer $HALO_TOKEN" \
            -H "Content-Type: application/json" \
            "${HALO_URL}/api${endpoint}" \
            -d "$data"
    else
        curl -s -X "$method" \
            -H "Authorization: Bearer $HALO_TOKEN" \
            -H "Content-Type: application/json" \
            "${HALO_URL}/api${endpoint}"
    fi
}
```

## Common Operations

### Ticket Management

```bash
#!/bin/bash
echo "=== Open Tickets ==="
halo_api GET "/tickets?open_only=true&order=priority&count=25" \
    | jq -r '.tickets[] | "\(.id)\tP\(.priority_id)\t\(.status_name)\t\(.summary[0:60])"' \
    | column -t

echo ""
echo "=== Unassigned Tickets ==="
halo_api GET "/tickets?open_only=true&unassigned=true&count=15" \
    | jq -r '.tickets[] | "\(.id)\tP\(.priority_id)\t\(.dateoccurred[0:16])\t\(.summary[0:50])"' \
    | column -t

echo ""
echo "=== Tickets by Category ==="
halo_api GET "/tickets?open_only=true&count=200" \
    | jq -r '[.tickets[].category_1] | group_by(.) | map({cat: .[0], count: length}) | sort_by(.count) | reverse | .[:10] | .[] | "\(.cat // "Uncategorized"): \(.count)"'
```

### SLA Monitoring

```bash
#!/bin/bash
echo "=== SLA Policies ==="
halo_api GET "/sla" \
    | jq -r '.[] | "\(.id)\t\(.name)\tResponse: \(.response_time // "-")\tResolution: \(.fix_time // "-")"' \
    | column -t

echo ""
echo "=== Tickets at SLA Risk ==="
halo_api GET "/tickets?open_only=true&sla_status=warning&count=15" \
    | jq -r '.tickets[] | "\(.id)\t\(.sla_name // "-")\t\(.sla_response_status // "-")\t\(.summary[0:50])"' \
    | column -t
```

### Knowledge Base

```bash
#!/bin/bash
echo "=== Published KB Articles ==="
halo_api GET "/knowledgebase?count=20&order=usecount_desc" \
    | jq -r '.articles[] | "\(.id)\t\(.usecount // 0) views\t\(.name[0:60])"' \
    | column -t

echo ""
echo "=== Draft Articles ==="
halo_api GET "/knowledgebase?published=false&count=15" \
    | jq -r '.articles[] | "\(.id)\t\(.dateoccurred[0:10])\t\(.name[0:60])"' \
    | column -t
```

### Asset Tracking

```bash
#!/bin/bash
echo "=== Assets by Type ==="
halo_api GET "/asset?count=200" \
    | jq -r '[.assets[].assettype_name] | group_by(.) | map({type: .[0], count: length}) | sort_by(.count) | reverse | .[] | "\(.type): \(.count)"'

echo ""
echo "=== Recently Updated Assets ==="
halo_api GET "/asset?order=lastupdated_desc&count=15" \
    | jq -r '.assets[] | "\(.id)\t\(.inventory_number // "-")\t\(.assettype_name)\t\(.device_name)"' \
    | column -t
```

## Output Format

Present results as a structured report:
```
Managing Halo Itsm Report
═════════════════════════
Resources discovered: [count]

Resource       Status    Key Metric    Issues
──────────────────────────────────────────────
[name]         [ok/warn] [value]       [findings]

Summary: [total] resources | [ok] healthy | [warn] warnings | [crit] critical
Action Items: [list of prioritized findings]
```

Target ≤50 lines of output. Use tables for multi-resource comparisons.

## Anti-Hallucination Rules

1. **NEVER assume resource names** — always discover via CLI/API in Phase 1 before referencing in Phase 2.
2. **NEVER fabricate metric names or dimensions** — verify against the service documentation or `--help` output.
3. **NEVER mix CLI commands between service versions** — confirm which version/API you are targeting.
4. **ALWAYS use the discovery → verify → analyze chain** — every resource referenced must have been discovered first.
5. **ALWAYS handle empty results gracefully** — an empty response is valid data, not an error to retry.

## Counter-Rationalizations

| Shortcut | Counter | Why |
|----------|---------|-----|
| "I'll skip discovery and check known resources" | Always run Phase 1 discovery first | Resource names change, new resources appear — assumed names cause errors |
| "The user only asked for a quick check" | Follow the full discovery → analysis flow | Quick checks miss critical issues; structured analysis catches silent failures |
| "Default configuration is probably fine" | Audit configuration explicitly | Defaults often leave logging, security, and optimization features disabled |
| "Metrics aren't needed for this" | Always check relevant metrics when available | API/CLI responses show current state; metrics reveal trends and intermittent issues |
| "I don't have access to that" | Try the command and report the actual error | Assumed permission failures prevent useful investigation; actual errors are informative |

## Common Pitfalls

- **OAuth2 flow**: Uses client credentials grant — token expires, handle refresh
- **Pagination**: Use `count` and `page_no` parameters — check `record_count` in response for total
- **Filtering**: Query parameters vary by endpoint — check endpoint-specific documentation
- **SLA statuses**: Filter by `sla_status` values: `ok`, `warning`, `breached`
- **Custom fields**: Accessed via `customfields` array in ticket responses — reference by field name
- **Date format**: ISO 8601 format in UTC
- **Ticket types**: Different endpoints may be needed for incidents, requests, problems, changes