Getting Started with HaloITSM dashboards

Transform your IT service management data into actionable insights with dashboards that give your team real-time visibility without the setup headache.

Why HaloITSM dashboards matter for your IT team

If you're running HaloITSM, you're already managing a wealth of critical IT service data – incidents, service requests, changes, assets, SLAs, and more. But here's the challenge: that data is most valuable when it's visible, actionable, and shared across your team in real-time.

The problem with traditional ITSM reporting:

• Teams spend too much time clicking through multiple screens to understand service desk performance
• Executives and stakeholders need simplified views without learning complex ITSM interfaces
• IT managers struggle to spot trends before they become problems
• Service desk analysts lack visibility into team workload distribution and SLA health

This is where the HaloITSM plugin for SquaredUp changes the game.

With SquaredUp, you can pull your HaloITSM data into live, customizable dashboards that anyone can view – from service desk wallboards that keep your team aligned, to executive dashboards that prove IT's value to the business. No more exporting reports or switching between tabs. Just real-time visibility into what matters most.

Whether you're tracking incident response times, monitoring change success rates, managing asset lifecycles, or proving SLA compliance to customers, the HaloITSM plugin gives you a single pane of glass for it all.

And best of all? It's code-free and ready in minutes. In this post, we'll show you how to get started.

Step 1: Connect to HaloITSM

Before you can build dashboards, you need to connect SquaredUp to your HaloITSM environment. Here's how...

1. Head to Data Sources in SquaredUp and click Add data source. Select the HaloITSM plugin from the catalog.
2. You'll be prompted to enter your connection details:
3. Display name: Give your connection a clear name like "HaloITSM" or "HaloITSM Production".
4. HaloITSM Server URL: This is the base URL of your HaloITSM instance.
5. Client Credentials (Recommended): These come from a client credentials setup in HaloITSM. If you haven't created this yet, follow the next step below.
6. Enter your Client ID and Client Secret from HaloITSM.
7. You may need to use a Specific tenant if your tenant is different from your server URL.
8. Click Test and add to verify the connection.

How to create a client ID and API user in HaloITSM

1. Create a dedicated API user
   • In HaloITSM, go to Configuration > Users.
   • Click New to create a new user.
   • Set a username and secure password (you'll need this for the plugin config).
   • Assign appropriate permissions – for read-only access, assign a role with limited access to Tickets, Assets, Clients, etc.
   • Save the user.
2. Register an API client in HaloITSM
   • Go to Configuration > Integrations > Applications.
   • Click New to add a new application.
   • Give it a name (e.g. SquaredUp Dashboard Client).
   • Set the Grant Type to 'Client ID and Secret' Credentials.
   • Copy your Client ID and Secret, you will need these in SquaredUp.
   • Click Save.

Once saved, HaloITSM will generate a Client ID. Copy this and paste it into the SquaredUp configuration form.

Step 2: Work with built-in data streams

The HaloITSM plugin includes powerful data streams out of the box. These streams are preconfigured to pull relevant, structured data from your HaloITSM environment, meaning you don't have to write a single line of code or craft complex queries.

Tickets

Real-time visibility into incidents, service requests, problems, and changes. Includes status, priority, Service Level Agreement (SLA) state, assigned agent, category, and more.

Report data

Access to saved reports from HaloITSM. Useful for monthly KPIs, compliance reporting, and trend analysis.

Step 3: Build and share dashboards

Now that your data is flowing, you can start visualizing it with SquaredUp's dashboard builder. Drag-and-drop chart tiles, tables, KPIs, and more to create dashboards tailored to your team. You can also get started with our 'out-of-the-box' dashboards that are ready to use the moment the plugin is connected.

Out-of-the-box dashboard: Tickets Summary

The Tickets Summary dashboard provides immediate operational visibility for your service desk team. This is perfect for service desk wallboards or daily team standups.

This dashboard gives you an at-a-glance view of your service desk health with:

• Open and Closed ticket counts: Instant visibility into current workload
• Ticket age indicators: See how long tickets have been open
• Stale ticket alerts: Identify tickets that need attention (7+ days old)
• Status and priority breakdowns: Understand your ticket distribution at a glance
• Team and agent workload: See who's handling what and spot potential bottlenecks
• Pending and unassigned tickets: Never lose track of tickets waiting for action
• Tickets past response date: Stay on top of SLA risks

Out-of-the-box dashboard: Tickets KPI

The Tickets KPI dashboard delivers deeper performance analytics for managers who need to track metrics and identify trends.

This dashboard includes:

• Resolution rate: Track what percentage of tickets are being resolved
• Resolution by age: Understand how long tickets take to close
• Average resolution time: Monitor your team's efficiency
• Average time spent on closed tickets: Measure actual work time
• Tickets per day trends: Spot patterns in ticket creation and closure over time
• Critical tickets per day: Keep watch on high-priority issues
• Comprehensive breakdowns: Analyze tickets by team, agent, client, category, source, type, priority, and urgency

Tip: Use the time selector in the top-right to adjust the date range and compare performance across different periods.

Build your own custom dashboards

Beyond these ready-to-use dashboards, you can create custom views tailored to your specific needs:

• Team Workload Dashboard: Monitor ticket distribution across teams and agents to balance workloads
• SLA Compliance Dashboard: Track tickets at risk of SLA breaches and resolution time trends
• Executive Summary: High-level KPIs showing ticket volumes and key performance trends

You can easily customize any dashboard using filters on tiles to group by key fields like Team, Priority, Status, or Agent to create focused views for different stakeholders.

Step 4: Explore and extend

You can use filters, drilldowns, and scheduled reports to get even more value from your HaloITSM dashboards. But one of SquaredUp's greatest strengths is the ability to connect multiple data sources into a single unified view.

Beyond HaloITSM: Create a complete picture

While the HaloITSM plugin gives you powerful visibility into your service desk operations, SquaredUp lets you combine this data with other tools across your IT estate:

• Combine with monitoring tools like Azure Monitor, Datadog, or Prometheus to correlate incidents with infrastructure health and performance metrics
• Integrate with cloud platforms like Azure, AWS, or Google Cloud to see how service desk tickets relate to resource costs, outages, or configuration changes
• Connect to collaboration tools like Slack or Microsoft Teams to be notified of critical alerts from SquaredUp
• Link with project management tools like Jira or Azure DevOps to see the relationship between service requests and development work
• Add CI/CD data from tools like GitHub or GitLab to understand how deployments affect ticket volumes

This means you can build dashboards that answer questions like: "How do our Azure service health incidents correlate with HaloITSM ticket spikes?" or "What's the business impact of this week's P1 tickets in terms of affected users and systems?"

With SquaredUp's 60+ plugins, you can create truly connected dashboards that span your entire IT ecosystem – giving you context and insights that no single tool can provide alone.

With SquaredUp and the HaloITSM plugin, it's never been easier to put your ITSM data to work. In just a few minutes, you can go from raw data to real-time insight – helping your IT team stay responsive, your services running smoothly, and your SLA commitments on track.

SquaredUp's smarter dashboards help engineering, product, and IT teams make better decisions through a deeper understanding of their data. Visualize and monitor any data from any tool, all in one place. Sign up for free now!