automateyournetwork/halo-ticket-context

Halo Ticket Context

Review a ticket in Halo to gather everything needed to understand and resolve it — the ticket detail, its full action/note history, the assets it touches, and related knowledge-base runbooks. Entirely read-only. Halo is HaloPSA / HaloITSM (the same product and REST API); tickets are called "Faults" in Halo's API vocabulary.

MCP Server

• Server: halo-mcp (NetClaw-authored, mcp-servers/halo-mcp/)
• Command: python3 -u mcp-servers/halo-mcp/halo_mcp_server.py (stdio transport)
• Auth: OAuth2 client-credentials — HALO_CLIENT_ID / HALO_CLIENT_SECRET against HALO_BASE_URL
• Python: 3.10+ · Dependencies: fastmcp, httpx, python-dotenv
• Read/write posture: The whole server is read-only except one gated write (halo_create_change_request, in the halo-change-request skill). Every tool in this skill is read-only.

Available Tools

| Tool | Parameters | What It Does | |------|------------|--------------| | halo_get_ticket | ticket (numeric id) | Read one ticket ("Fault") — summary, details, status, priority, client/site/user, and linked assets | | halo_get_ticket_actions | ticket (numeric id) | The ticket's actions/notes history (the investigation timeline) | | halo_list_tickets | ticket_type?, customer?, asset_id?, status?, open_only?, search? | Find a ticket by type, customer, asset, status, or free text | | halo_get_asset | asset (name / inventory-number / id) | Read a linked asset surfaced on the ticket | | halo_list_kb_articles | search? | Search the Halo knowledge base for related runbooks | | halo_get_kb_article | article (numeric id) | Read one KB article, including its body |

Key Concepts

• Halo == HaloPSA == HaloITSM. Same API for both editions.
• Tickets are "Faults" and are addressed by numeric id only — they are not name-resolvable. If you don't have the id, find it with halo_list_tickets (by customer, asset_id, status, or search) first.
• The Halo "Client" is the customer. Filter ticket lists to an org with the customer param (a client name or id).
• Actions are the story. halo_get_ticket_actions returns the note/action timeline — the richest source of what has already been tried and what remains.
• Assets link tickets to devices. halo_get_ticket returns linked assets; read them with halo_get_asset (or pivot to the halo-asset-context skill).
• KB articles are the runbooks. Search with halo_list_kb_articles, then read the full body with halo_get_kb_article for resolution/runbook context.
• Read-only. Nothing here writes. If a change is warranted, hand off to halo-change-request.

Workflow

Assemble resolution context for a ticket:

1. Identify the ticket. If you only have a description, find its id first:

   halo_list_tickets(customer="<client>", search="<keywords>", open_only=true)
   

2. Read the ticket detail:

   halo_get_ticket(ticket=<id>)
   

   Capture status, priority, client/site/requesting user, and any linked assets.

3. Read the note history (the core step):

   halo_get_ticket_actions(ticket=<id>)
   

   Reconstruct the timeline: what was diagnosed, what was tried, current state.

4. Inspect linked assets surfaced in step 2:

   halo_get_asset(asset="<linked asset name or id>")
   

   For the device's own ticket history and CI dependencies, switch to halo-asset-context.

5. Find related runbooks in the knowledge base:

   halo_list_kb_articles(search="<symptom / technology>")
   halo_get_kb_article(article=<id>)   # read the full runbook body
   

6. Report a resolution-context summary: the issue, timeline of actions to date, affected assets, applicable KB runbooks, and the recommended next step (resolve, escalate, or raise a change via halo-change-request).

Integration with Other Skills

| Skill | Integration | |-------|-------------| | gait-session-tracking | Mandatory. Record every ticket/action/KB query in the GAIT audit trail | | halo-asset-context | Pivot from a linked asset to its full device context (tickets + CI relationships) | | halo-change-request | If resolution requires a change, hand off here (preview -> confirm -> submit) | | rag | Cross-reference vendor documentation in the RAG knowledge base alongside Halo KB runbooks | | memory | Recall prior sessions about the same ticket, client, or recurring symptom |

Environment Variables

| Variable | Required | Description | |----------|----------|-------------| | HALO_BASE_URL | Yes | Halo host, e.g. https://<tenant>.halopsa.com | | HALO_CLIENT_ID | Yes | OAuth2 client-credentials application id | | HALO_CLIENT_SECRET | Yes | OAuth2 client secret | | HALO_TENANT | Optional | Tenant identifier | | HALO_SCOPE | Optional | OAuth2 scope (default all) | | HALO_AUTH_URL | Optional | Override the auth-server URL for self-hosted layouts | | HALO_VERIFY_SSL | Optional | true/false TLS verification (default true) | | HALO_TIMEOUT | Optional | Per-request timeout in seconds (default 30) | | HALO_PAGE_SIZE / HALO_MAX_PAGES | Optional | Pagination tuning (defaults 50 / 20) | | HALO_RATE_LIMIT | Optional | Requests/minute cap (0 = disabled) |

Important Rules

• Read-only skill. None of these tools change Halo. The only write in the entire halo-mcp server is halo_create_change_request (halo-change-request skill).
• Tickets are addressed by numeric id only. Use halo_list_tickets to find the id when you don't have it; scope by the Halo customer (Client) in multi-client tenants.
• Halo == HaloPSA == HaloITSM — identical behavior for both editions.
• GAIT logging is mandatory for all queries.
• Escalate, don't mutate. If the context implies a change, route it through halo-change-request (preview -> confirm -> submit); never try to write from this skill.