Troubleshooting: Service Ticket Failures in HaloPSA

There are primarily two ways tickets fail when submitted from a form in CloudRadial to HaloPSA.

Failure Reason #1: Ticket routing misconfiguration

Using a token prevents tickets from failing if the specified value is unavailable, and instead, it will try to use the default in HaloPSA. 

• Team must match what is in Configuration > Teams & Agents > Teams
• PSA Status must match what's in Configuration > Tickets > Ticket Statuses
• The Category must be spelled exactly as it appears in HaloPSA.
  • Configuration > Tickets > Categorization > Category Values
• Ticket type must match what is in Configuration > Tickets > Ticket Types

Failure Reason #2: HaloPSA custom configuration requires a field our API cannot match

In Configuration > Tickets > Ticket Types > Choose the ticket type that matches the Advisory Failure or the Default Ticket Type > Field List; only the fields that are listed in the step above can be required when submitting the tickets. If a custom field is added and set to required, HaloPSA will reject the ticket as the API cannot match the required settings.

To test this, create a new ticket in Halo and see what fields are required that CloudRadial may not be able to update via submission.

Then go to Configuration > Tickets > Field Groups > Select Group > Field List > Edit. The option that will block ticket creation is Agent New Ticket Screen Visibility

• Agent New Ticket Screen Visibility - If set to required, and the API cannot match the field, the call will fail, and no ticket will be created.

Controlling Which Ticket Types Are Visible in the UCP Portal

By default, not all ticket types are visible to end users in the portal. To enable visibility for a specific ticket type:

1. Go to Configuration > Tickets > Ticket Types
2. Select the ticket type you want to make visible
3. Click the General tab
4. Click Edit
5. Scroll down and enable Show to End User
6. Click Save

That ticket type will now appear to end users in the portal ticket list and ticket details.

Note: The submitter sees a message that says the ticket has been submitted successfully, and if a ticket submission fails, a Failed Ticket Advisories will be sent, but no ticket number will be generated. This is a quick way to judge ticket failure.

Note 2: If you're setting a default ticket category in CloudRadial, make sure it's actually mapped to a ticket type in Halo first. If the mapping doesn't exist, it'll just default to whatever Halo's standard is set to.

Failure Reason #3: Workflow Actions Not Applying Changes

In previous versions, clicking Approve, Mark Resolved, or Escalate on a HaloPSA ticket could silently fail - the button appeared to work, but no status change was actually applied in Halo. This was caused by missing service method implementations and a legacy fallback that returned success without making any changes.

This has been resolved. Workflow actions now:

• Apply status and priority updates immediately in HaloPSA
• Set the closed-ticket flag correctly on resolution
• Surface clear error messages when something goes wrong (ticket not found, invalid status, API failure)

If you are still experiencing workflow failures after this update, verify:

• The ticket exists and is accessible in HaloPSA
• The target status is valid for the ticket's current workflow in Halo
• Your API credentials have sufficient permissions to update ticket statuses

Failure Reason #4: Null Reference on Ticket Submission

A null reference error could occur when the company PSA key validation failed during ticket submission. This has been fixed - the ticket service now handles missing or invalid company PSA keys gracefully and returns a descriptive error message instead of failing silently.

If you encounter this issue, confirm that the client's company record in HaloPSA has a valid PSA key mapped in CloudRadial under Partner > Companies.

If you are still having trouble, we're here to help! Submit a ticket here for assistance, and don't forget to check our status page to ensure there are no outages in your area.