A validated outage becomes a HaloPSA ticket on the client and site you choose — type, status, team, agent, priority, SLA and category picked from your own lists — linked to the Halo asset, noted as it evolves and closed on recovery.
An MSP on HaloPSA should work an outage where it works everything else — on the client's ticket, against the client's asset. ServiceAutomate connects each company's own Halo instance and reads its real clients, sites, ticket types, statuses, teams, agents, priorities, SLAs and categories, so nobody types an ID. When SmartTile confirms a site is down, the ticket appears there, with the SmartChoice Rev.io ticket number SmartChoice is working the carrier on.
| The moment | Today | With SmartTile |
|---|---|---|
| A site goes down | An e-mail; someone logs the ticket, picks the client and hunts for the asset. | A ticket on your client + site, type and opening status, with every device down at the site — and the Halo asset found by name, IP, serial or MAC. |
| A blip | A ticket opened and closed for nothing. | With an open delay set, the ticket is queued and only opened if the device is still down. |
| Five devices drop | Five tickets. | One ticket per location (default), or per device if you choose. |
| It comes back | Someone closes it — or it ages. | A Circuit Restored note, then your closed status — left open while any other device at the site is still down. |
| Your agent closes it in Halo | Monitoring still thinks it is open. | The 5-minute sync pulls status, agent and closure back into SmartTile. |
read:tickets, edit:tickets, read:customers, read:crm, read:assets.| Setting | What it does |
|---|---|
| Wait before opening | Minutes of confirmed outage first; default 0. |
| Auto-close | On restore (default), after N minutes, or never. |
| Notes | Private to agents (default) or visible to the customer. |
| Link asset | Match the device to a Halo asset (default yes). |
| Bi-directional sync | On by default: status, agent, closure every 5 min. |
Summary and details with location, device, IP, the devices down at the site and the Rev.io ticket number; your client, site, type, status, team, agent, priority, SLA and category; the asset attached.
SmartTile and CarrierAutomate updates post as Actions. Every 5 minutes a human Action is carried to the Rev.io ticket, and Rev.io journals come back — marked [SmartTile ↔ …], carried once.
A flow can open a Halo ticket with its own ticket type, priority, team, agent, subject/body template and close policy — or one master ticket for a mass outage.
/auth/token?tenant=Client-credentials token (cached until expiry)./api/Client · /Site · /TicketType · /StatusYour pick-lists; also /Priority, /Team, /Agent, /SLA, /Category./api/Asset?search=&client_id=Find the asset by name, IP, serial, MAC./api/TicketsOpen the ticket (JSON array body)./api/ActionsNote (hiddenfromuser) — or close, with new_status./api/Actions?ticket_id=&excludesys=trueRead your agents' notes back./api/Tickets/{id}5-minute sync: status, agent, closed.The client secret and bearer token never reach the API log; a rotated or wrong secret can never reuse an earlier good token.
Credentials are stored encrypted per company and never shown again; SmartTile refuses a device that is not the company's.
Per company: Platform enabled. Fleet-wide: the HaloPSA engine switch — nothing is sent to Halo unless both are on.
Tickets opened and closed, and every carried note, are rows in the Automation Audit Ledger. Prove it first in the ServiceAutomate Lab.
| Objection | Answer |
|---|---|
| “We'd have to look up every ID.” | Test Connection reads your lists; agents filter by team and sites by client. |
| “Halo rejected the ticket.” | Halo's own message is shown verbatim — usually a required type, status or category. |
| “One integration for all our desks?” | The same contract serves every IT Service Management (ITSM) system: Kaseya (Autotask, BMS), Freshservice, ServiceNow, Jira Service Management, Rev.io, HaloPSA, ConnectWise PSA, Zendesk, NinjaOne, ManageEngine, Ivanti and Freshdesk. |