Managing Halo Itsm

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

#!/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

#!/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

#!/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

#!/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

#!/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

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