Empty that mailbox before you authorise it in HaloPSA

Hello, good day, how are we doing? I am going to do a short video hopefully on how to set up a mailbox in Microsoft 365 into HaloPSA. I will do a second video which will be the shared mailbox. For today I'm just going to do a static licensed mailbox and show you how to set that up within HaloPSA.

So a few things before we get started. You're obviously going to require admin access to HaloPSA. You're also going to require access to portal.azure.com, which has just been renamed or there's an additional page now which is Entra ID. And I think that should be it. So let's get started.

So in Halo, go to configuration, go to email, and then go to mailbox setup. What we're going to do is we're going to click new in the top right. I'm actually going to give this a name. So I'm just going to call this YouTube mailbox. Okay.

Then what we're going to do is select Office 365 Azure. And you'll see here that we need an application ID, a tenant ID, and an application secret. This is a Microsoft 365 app registration.

So this is where we need to spin into portal.azure.com. Once we're here, what we need to do is basically click new registration and give this a name. I'm going to call this HaloPSA YouTube mailbox.

And we're just going to click register. We will fill out the redirect URI later, but for now we're just going to move past it and we're going to click register.

Then we're going to go to API permissions on the left-hand side. I'm just going to remove this user.read as we don't need it. And then we're going to add some permissions.

We're going to select Microsoft Graph in the top right and then select delegated permissions. We're going to need these four here, which is email, offline access, openid, and profile. And then we're going to need a few more for the mailbox. So we're going to do mail.read, mail.readwrite, and we're going to do mail.send.

So we couldn't see that before. And then we're going to do app permissions. And as you see, none of these require admin consent. So that is all we need to do to set that up.

Next, we need to go into certificates and secrets and create a new client secret. And we're going to give this a name again: HaloPSA YouTube video mail secret. That is a mouthful. Expires, I'm going to select 730 days. This doesn't really matter when you set this, just bear in mind it will expire. So you'll have to refresh that client secret. If you do select two years, I would put a note in your diary for 720 days time to make sure you come in here and refresh the secret. Else you will have a failing mailbox.

And we're just going to click add. What we can then do is basically grab the value from here and copy this directly into the Halo secret box, which is down here.

They need to grab our tenant ID and our application ID. So overview, we need our application client ID, which is this top one here, which is the application ID. And then we need the tenant ID here, which is the tenant ID here.

And then we can go ahead and do a few more settings down below. The first option here is saying when an email comes in, what ticket do you want it to make? So I'm just going to select incident because that is the most common ticket type we use.

And I'm going to say send acknowledgment emails: yes. This basically means if someone emails this inbox and it gets processed, do they get a thank you for logging your ticket email?

And I'm just going to basically click save. If the user isn't found in your Halo environment, you can tell them to be created in a set location. I'm just going to do not set, which will basically mean the default site and user is unknown, unknown. And I'm going to go ahead and click save.

Now I mentioned earlier we need to go ahead and do our redirect URI. So we're going to do add redirect URI. We're just going to click add a platform here and then we're going to do web in the top right-hand side.

We then need redirect URIs. Now the best way to know what these are is if you go into Halo, it's going to open another page very quickly. Go down to Integrations and find HaloPSA API.

You will find your authorisation server, which is here. So I'm going to grab that. I'm going to copy that into here. So we need two for this one. I'm just going to pull the guide up very quickly so you know where I'm getting this information from.

I will also link this guide in the comment section below. So just going to type in Azure mail and then we're going to find Azure mail here. So the two we're looking for is Azure auth and also the account Azure response. Now the reason I say get that URL is just so you know you're definitely using the right one.

There was this like caveat with this one. If you do have any vanity URLs, but you do log in with your dot halopsa.com one, it will start breaking certain integrations. So just make sure if you do have a CNAME setup that you are setting that up correctly as the redirection URI points back to that. You can add in your dot halopsa.com as a tertiary one as well, but for now we're just going to make sure that we have these. So we need Azure slash auth. So if we go to here, we get rid of the auth and just do Azure forward slash auth. I'm just going to select both of these boxes down here and click configure.

And we're going to go and add one more in here. We're going to type in the same URL again. And this time we're going to do account Azure response and paste that over here.

Then we're going to go ahead and click save. And that is, if I just refresh that, should hopefully be saved: yes, Azure auth, Azure auth, and account Azure response.

What I need to do is go back to Halo. Sorry, too many tabs open here. Let me get rid of this one. And we need to authorise our application. So what this is saying for this mailbox is we need to log in with the account that we want to use to basically have the emails coming in and going out with.

Now there's a slight caveat here, and that is it will process every single email in your inbox and create a ticket for it. So before you go ahead and authorise this application, please make sure that mailbox is empty. If not, you're going to have a field day. And I do recommend as well, initially just turning off the new acknowledgment emails when you're obviously setting this up for the first time. Let your emails processing come in, in case you do have any backlog, and then turn this setting on.

But essentially all you need to do is click authorise Azure application. And it's even a pop-up. Now this mailbox is the user that you sign in, we will have their inbox processed by HaloPSA.

I'm just going to sign in with my email address for now. Consent and accept. And there we go, that's the mailbox setup.

There is a few additional steps that I like to do. So I'm just going to grab my Renada email address and I'm just going to go back to the email page. That's configuration, email. And I'm going to add a dynamic email exclusion.

These email addresses will not be emailed new tickets or added to email lists. This basically means you won't get yourself in a ticket loop where if someone happens, if you happen to email your own helpdesk, you can keep generating tickets. So I'm just going to add in a dynamic email exclusion. I'm going to click new in the top right and I'm just going to paste in that email address here.

I want to go back to this email page and scroll down. And you also want to make sure that you untick both of these boxes: allow the web application to handle the sending of emails and allow the web application to handle the creation of acknowledgment emails. Untick both of those.

And then there's one final step. What you'll need to do is go into Halo. Hold on a second, I've just realised that I've set up my email and that's turned on. That could be bad, okay.

And let's just go back here. And then you want to set up the outgoing email defaults. So click on this. Then you can select the mailbox that you want to use as your primary outgoing mailbox.

Now the way Halo works is if a ticket or an email comes in on a certain mailbox and you reply, it will always reply on that mailbox unless you override that. This is for when you create outgoing email by default from the system, such as service catalogue items, or you just do a send an email button.

And that is how to set up a licensed mailbox in Microsoft 365 into HaloPSA. I've been Connor, have a lovely day, and I'll catch you all soon. Bye.