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.
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, an Failed Ticket Advisories will be sent, but no ticket number will be generated. This is a quick way to judge ticket failure.