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

#!/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

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