Solution for Halo PSA
GenticFlowfor HaloPSA teams.
Keep HaloPSA as your support record. Use GenticFlow to give technicians device context, remediation, remote support, action history, and resolution record in one support workflow. Built around Halo's ticket types, agents, custom fields, SLAs, and approval workflows.
View the HaloPSA integration detailsHalo ticket type: IncidentHalo SLA: P3 - 4h response, 16h resolveEndpoint matched via Halo Asset IDSpooler: runningMapped print queue: \\printsrv01\Sales-MFP unreachableOther Sales-MFP users: 14 of 14 healthy
The problem
HaloPSA keeps the ticket record clean. The hard part is the support work around the ticket.
Halo's workflow engine routes tickets and tracks SLA. The work that follows (finding the affected device, checking what is happening, running the right action, updating the user, recording the outcome) still lives with your L1 team, ticket by ticket.
How GenticFlow investigates
Technicians start with context instead of a blank ticket.
GenticFlow pulls live context from the affected device, correlates against fleet baselines, and produces a root-cause hypothesis with the steps it recommends next.
Pick up the Halo ticket
Webhook or API pull triggers within seconds. Ticket type, custom fields, asset link, and client context are all preserved.
Resolve to the right endpoint
Match against Halo asset records or user mapping so GenticFlow investigates the correct machine without a separate lookup step.
Pull endpoint and fleet state
Live diagnostics against the affected machine plus a comparison to other endpoints in the same client or site.
Match to the right playbook
Halo ticket type, category, and client policy drive the choice of resolution playbook or custom workflow.
Run, verify, and update Halo
The approved fix runs, verification confirms the outcome, and Halo gets the public response plus internal note with a complete resolution record.
Escalate cleanly when needed
If escalation is required, Halo gets a complete resolution record, the recommended action, and the right agent or team assigned per your rules.
What gets closed inside Halo under policy.
Deterministic categories with verified fixes close end-to-end. Resolution notes, time logged, and custom field updates all written back to Halo.
What gets escalated and how it lands in Halo.
When technician work is needed, the Halo ticket gets routed and enriched so your technicians work resolution, not triage.
FAQ
Common questions.
Specific answers for service desk and operations teams evaluating this workflow.
How does GenticFlow authenticate to Halo?
OAuth client credentials grant against the Halo API. Permissions can be scoped to specific ticket types, agents, and custom field write access.
Does it respect Halo workflows and approval steps?
Yes. GenticFlow acts within your existing workflow. If a ticket is in a state that requires approval, it pauses cleanly with a complete resolution record attached.
Can it create new tickets from incidents it detects?
Yes. When GenticFlow detects an incident that has not yet generated a ticket, it can open one in Halo with the right ticket type, client, and asset linkage.
What about multi-tenant Halo configurations?
Per-client policy and per-client approval rules are fully supported. The resolution record captures which client's policy governed each action.
Plug GenticFlow into your Halo instance.
See it pick up a live Halo ticket, run the investigation, resolve it against the endpoint, and write a complete resolution record back into Halo.
Explore related
Other ways teams use GenticFlow.
Each page walks the live investigation path against a real ticket so you can compare patterns across categories and stacks.