What You'll Need
- Active HaloPSA integration
- Please see our HaloPSA integration setup guide for more information
Integration Features
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Sync Knowledge Base articles
Sync both Central and company-specific Knowledge Base articles from Hudu into the HaloPSA Knowledge Base.
Important notes
Knowledge Base article syncing requires credentials with the appropriate access and scopes.
Refer to the KB Article Sync FAQ below for additional details.
Required Permissions for KB Sync
- If using Knowledge Base sync, you must enable:
read:kbedit:kb
- If using Knowledge Base sync, the Role must include:
- Can create FAQ lists: Yes
- Knowledge Base Access: Read, Modify, Delete
- Additionally, ensure Allow Articles to be added to FAQ Lists is enabled under Config → Knowledge Base.
- Save the settings in HaloPSA.
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Please Note:
- When Hudu creates FAQ lists in Halo, by default, Show for all users is set to False. To set Show for all users to True, enable the Show synced KB articles to all Halo PSA users by default option in Admin → Integrations → HaloPSA → Edit Settings → Hudu to Halo Knowledge Base Sync.
Setting up the HaloPSA KB Sync
The Hudu/Halo PSA integration allows you to sync your Hudu Central KB and/or specific company KBs from Hudu to Halo.
- Enable Sync Central KB to sync global articles.
- To sync company KBs, select Add All Companies or manually add specific companies.
- Save selections to enable syncing.
Please note: To sync newly added articles before the next automatic sync, use the “Active Integrations” dropdown instead of the Start and Stop options. Stopping and restarting the integration will unlink all currently synced articles and restart the knowledge base sync from scratch.
FAQ – KB Article Sync
Answer: No. Articles sync from Hudu to Halo only. Changes made in Halo will be overwritten during the next sync.
Answer: All edits must be made in Hudu. Editing an article in Halo will not persist; it will be replaced by the Hudu version on the next sync.
Answer: No. You can manually start a sync by refreshing the integration, but it is not required. Halo will automatically receive updates from Hudu without manual intervention.
Answer: If you edit a synced article or publish a new one in Hudu, it will automatically sync to Halo. Updates are not always instant; timing depends on other jobs, but the article will update on its own shortly.
Answer: Yes. PDF articles sync, and in Halo a copy of the PDF becomes an attachment on the article—provided it fits under Halo’s file size limit. If the file is too large, it will not sync and you will see an error in the Hudu integration logs.
Answer: No. Draft articles are not synced to Halo until they are published in Hudu.
Answer: The first-time sync of a central KB or a company KB can take a while. The more articles you have, the longer the job will take. Syncing is automatic but not instantaneous.
Answer: In Hudu, synced articles display a “synced to Halo” badge at the top. In Halo, articles synced from Hudu show a large “Article from Hudu” banner.
Answer: This occurs because Halo’s API does not currently support deletion of knowledge base articles via the API. When Hudu attempts to remove an article during sync, Halo returns a 403 Forbidden error. The article will remain in Halo.
Answer: If permissions are correct on the API key and the assigned agent, navigate to HaloPSA → Configuration → Knowledge Base → Configure FAQ lists → (Name of Hudu FAQ list) → Edit, and ensure that Use this FAQ list for grouping other FAQ lists is enabled. Make sure the appropriate FAQ list (folder) is selected under “FAQ Group".
Answer: This occurs due to a difference in maximum file size limits between Hudu and Halo. If an attachment exceeds Halo’s 25 MB limit, it cannot be uploaded during sync and will be skipped.
When a public link is enabled in Hudu, the attachment is not uploaded to Halo, but Halo will receive a URL that links back to the file hosted in Hudu instead.
Answer: You will need to disable "AI duplicate detection when creating Articles based on the AI generated summary".