Troubleshooting: Service Ticket Failures in HaloPSA

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

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
• 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

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.

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.