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:

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

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

Read the ticket detail:
```
halo_get_ticket(ticket=<id>)
```
Capture status, priority, client/site/requesting user, and any linked assets.
Read the note history (the core step):
```
halo_get_ticket_actions(ticket=<id>)
```
Reconstruct the timeline: what was diagnosed, what was tried, current state.
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.

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

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.

Failure Behavior

If a tool call fails with an authentication or connection error, check that HALO_BASE_URL, HALO_CLIENT_ID, HALO_CLIENT_SECRET are set and valid before assuming a data or device problem.
On a tool error (timeout, unreachable host, malformed response), report the failure and its error message directly to the user rather than fabricating or guessing at results.
For a confirmed read-only call, check connectivity and retry once if appropriate. For any call that changes state or sends a message, a timeout does not prove the action failed: inspect current state or delivery status before retrying, preserve the required approval/change gates, and do not repeat an action whose outcome is unknown.