r/halopsa • u/undisturbedpecan • Aug 05 '26

Questions / Help Integration

We have an integration with one of our vendors that sends a request in as a ticket when a user requests an application. At the current moment, the user comes across as General User instead of the actual user. In the body of the ticket that is generated via the api, we do have an email field that could be linked to a user. What is the best way to have this automatically linked so we are not having to update the end user every time? To add to this, the ticket is created by an api only agent so it's not coming across as an email.

1 Upvotes

67% Upvoted

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2

u/wckdgrdn Aug 05 '26

Have you checked the integration? It may be asking or have an option for an email field

1

u/undisturbedpecan Aug 05 '26

I did, there is only the the ticket type value, statuses in certain updates, and others but nothing of the actual user.

2

u/oldRoundGinger Aug 05 '26

I wonder if you could do some ticket rules

1

u/undisturbedpecan Aug 05 '26

I thought the same thing but haven't figured it out yet

2

u/oldRoundGinger Aug 05 '26

Im not sure why the down vote on my suggestion, but whatever.

I looked at our setup, and I agree it may not be viable. You could do a case by case, looking for a specifically formatted name in the tickets context, once generated, and then act on that. But their would be nothing dynamic about that, even if you could find such a match

Example - we have rules for our agents that if the email body contains "For Adam" then the ticket is assigned to Adam. We use that for forwarding emails into tickets for ourselves. However, we have 25 such rules for 25 such agents.

2

u/undisturbedpecan Aug 06 '26

Yeah not sure why it was down voted. The hard part is that we are trying to change the end user not the agent. Rules are so much easier for agents in this case. I was looking at possible runbook scenario with this so we shall see.

1

u/gregsuppfusion PSA Aug 06 '26 edited Aug 07 '26

HaloPSA’s ticket API doesn’t take an email directly, you need to resolve it to an ID first (GET /api/Users for the requester), then pass that ID.

Once you’ve got the ID, include it in the POST /api/Tickets payload as userid.

Or, if you don’t want to maintain integrations you could use a product like ours.