HaloPSA errors and fixes

For anyone whose HaloPSA setup, push, or link is not working. Find the message you see. Messages are grouped in the order you meet them: connecting, ticket defaults, client mapping, pushing, retrying, linking, and tracking.

Many messages end with "then click Check connection". After you fix the setting in HaloPSA, select Check connection on the HaloPSA page (Settings > Integrations > HaloPSA > Manage). If the card shows Connection needs attention, select Re-enter secret instead, enter the client ID and secret, test, and save.

"HaloPSA rejected the client ID or secret."

The client ID or client secret is wrong, the secret was regenerated in HaloPSA, or the API application was deleted. A secret copied before you saved the application after Generate also fails. Generate a new secret on the API application, save it, and enter the client ID and the new secret again (Step 3).

"HaloPSA didn't grant the ... permission."

The full message names the missing permission, for example edit:tickets. The API application does not allow it. In HaloPSA, open the API application's Permissions tab, tick the named permission, save, then check the connection (Step 4).

"HaloPSA blocked Lemhi from reading clients."

The role is missing Customers Access Level. In HaloPSA, open Teams & Agents > Roles, open the role the message names, set Customers Access Level to View (Names Only), save, then check the connection.

"HaloPSA blocked Lemhi from reading tickets."

The role's Tickets Access Level is too low. Open the role the message names and set Tickets Access Level to Read and Modify, then check the connection.

"HaloPSA returned no teams to Lemhi."

HaloPSA has no active team that takes tickets. Check that at least one team in HaloPSA takes tickets, then check the connection.

"HaloPSA blocked this request."

HaloPSA refused a call without saying which setting is missing. Compare the API application and the role with the setup article: the three application permissions and all seven role settings. Then check the connection.

"HaloPSA didn't respond at that address."

The web address is mistyped, or is not the address you log in to. Copy the address from your browser while logged in to HaloPSA, for example https://yourmsp.halopsa.com. When connecting, test again. When already connected, check the connection.

"HaloPSA returned an unexpected error. Try again, and contact Lemhi support if it persists."

HaloPSA answered with an error Lemhi did not expect. Try again. If it keeps happening, contact your Lemhi contact. On a failed push, use Retry, not Discard.

"HaloPSA didn't allow Lemhi to create this ticket."

The role cannot add tickets. The connection test does not log a ticket, so this first shows up on a push. Open the role the message names, set Can add new Tickets to Yes, save, re-enter the secret on the HaloPSA page if the card asks for it, then select Retry on the task.

"Connection needs attention"

Lemhi's last call with your saved credentials failed for a reason you can fix in HaloPSA. Pushing tasks is paused; existing ticket links are unaffected. The reason under the heading is one of the messages on this page. Fix it, then select Re-enter secret. See Manage the HaloPSA connection.

"Disconnect ConnectWise PSA to connect HaloPSA. Lemhi pushes to one PSA per tenant."

ConnectWise PSA is connected for your tenant. Disconnect ConnectWise PSA first, then connect HaloPSA.

"Another change to this connection is in progress. Try again."

Someone else is saving or disconnecting the HaloPSA connection at the same moment. Wait a moment, reload the page, and try again.

"Lemhi could not read the saved credentials. Try again."

Lemhi could not read your stored client secret. Nothing was sent to HaloPSA. Try again. If it keeps happening, contact your Lemhi contact.

"Lemhi could not save the client secret. Try again."

The connection was not saved. Try again. If it keeps happening, contact your Lemhi contact.

"Lemhi could not disconnect HaloPSA. Try again."

The connection is still in place. Try again. If it keeps happening, contact your Lemhi contact.

"Could not load ticket types and teams"

Lemhi could not read your ticket types or teams from HaloPSA. The message under it gives the reason, usually one of the connection messages on this page. Fix that, then select Try again.

"Could not read which fields this ticket type requires."

Lemhi could not check whether the ticket type needs Impact, Urgency, or Category. Select Try again, or choose the ticket type again.

"This ticket type requires ... Choose a value for each."

You saved without a value for every field the ticket type requires. Pick a value in each Impact, Urgency, or Category picker shown, then select Save.

"This team is not in HaloPSA's list of teams that take tickets."

The team was changed in HaloPSA after the list loaded. Reload the page and choose a team from the Default team list.

"This ticket type is not in HaloPSA's ticket type list."

The ticket type was changed or made inactive in HaloPSA after the list loaded. Reload the page and choose a ticket type from the list.

"HaloPSA is not available for this tenant."

Shown in Client mapping. HaloPSA is not turned on for your account, or you are not an Admin. Ask an Admin, or ask your Lemhi contact to turn the integration on.

"This Halo client is not an active client in HaloPSA."

The Halo client you picked was made inactive or deleted in HaloPSA. Reactivate it in HaloPSA, or pick another client.

"No Halo clients match that search."

The picker lists active Halo clients only. Check the spelling, or check that the client exists and is active in HaloPSA.

"Needs review: ... share this client's Microsoft tenant ID. Pick the right one below."

Shown on the Unmapped tab after Auto-map. More than one Halo client matched this client, so Auto-map left it for you. Open Choose a Halo client and pick the right one from the suggestions at the top.

"This client is not mapped to a Halo client."

The push dialog shows this instead of the push form. Nothing was created. An Admin maps the client (Map clients to HaloPSA clients), then you push again.

"No ticket type or team is set"

No default ticket type or team has been saved. Nothing was created. An Admin sets them (Connect HaloPSA to Lemhi and set ticket defaults).

"HaloPSA connection needs attention"

The push dialog shows this, with the reason, while the connection needs attention. Pushes are paused until an Admin fixes the reason and re-enters the secret. See Manage the HaloPSA connection.

"HaloPSA is not connected. Ask an admin to connect it in Settings › Integrations."

HaloPSA was disconnected. An Admin connects it again.

"Couldn't load HaloPSA teams."

Lemhi could not read your teams when the push dialog opened. The message under it gives the reason. Close the dialog and try again; if it persists, an Admin checks the connection.

"The default team cannot take new tickets. Choose another team."

The default team was made inactive or stopped taking tickets in HaloPSA. Pick another team for this push, and have an Admin choose a new Default team.

"That team is not available in HaloPSA. Choose another team, or ask an admin to set a default team that takes tickets in Settings › Integrations. Nothing was created."

The team you chose no longer takes tickets in HaloPSA. Pick another team in the push dialog.

"HaloPSA now requires ... on this ticket type. Update it in Settings › Integrations › HaloPSA."

The ticket type started requiring Impact, Urgency, or Category in HaloPSA after the defaults were saved. HaloPSA refused the ticket and nothing was created. An Admin opens Ticket defaults, chooses the ticket type again, picks the new values, and saves. Then select Retry on the task, or Discard and push again.

"HaloPSA rejected the ticket: ..."

HaloPSA refused the ticket for the reason quoted, and nothing was created. Choose another team and push again, or have an Admin check the ticket type in HaloPSA and in Ticket defaults. It is safe to select Discard for this message.

"1 task could not be pushed to HaloPSA"

Shown after a push, with the number of tasks that failed. Select Retry failed in the message, or open each task with Push failed and select Retry.

"Only active tasks can be pushed to HaloPSA."

The task was completed, ignored, or removed. Push only active tasks. If the work still needs doing, create or restore an active task for it in Compass.

"Select 50 tasks or fewer to push at one time."

Push the tasks in batches of 50 or fewer.

"This push is still running. Try again in a few minutes."

An earlier push or retry for this task has not finished. Wait a few minutes, then try again.

"Lemhi could not check HaloPSA for an existing ticket. Try again."

Retry could not reach HaloPSA to look for a ticket from the failed push, so it created nothing. Select Retry again later. Do not discard.

"This ticket was already created in HaloPSA."

An earlier retry already finished. Reload the task to see its ticket chip.

"This ticket was created under a previous HaloPSA connection."

The tenant has since connected to a different HaloPSA, so Lemhi cannot retry or refresh this ticket. It stays on the task as history. If it is a failed push, select Discard to clear it, then push the task again.

"This push started under a previous HaloPSA connection and never finished."

Shown when you select Discard on a task stuck at Push in progress after reconnecting to a different HaloPSA. Confirm Discard to clear it, then push the task again.

"No ticket #N found in HaloPSA."

The number is wrong, or the API agent cannot see the ticket. Check the number in HaloPSA. If it is right, check that the role has Can view Unassigned Tickets and Can view Tickets that are assigned to other Agents set to Yes.

"Enter a ticket number or paste a HaloPSA ticket link."

What you entered is not a number or a HaloPSA ticket link. Enter the number, for example 2930, or paste the link from the ticket in HaloPSA.

"This ticket belongs to ..., not .... Check the number, or link it anyway."

The ticket is under a different Halo client than the one this client is mapped to. Check the number. If the link is deliberate, select Link ticket anyway.

"This ticket number already has a Lemhi link under another client."

A task under another Lemhi client already holds that ticket. If the other task linked it, unlink it there first. If Lemhi created that ticket from the other client's task, push a new ticket for this task instead.

"This task already has a linked ticket."

The task already carries a HaloPSA ticket. Use the ticket already on the task.

"Only active tasks can be linked to a HaloPSA ticket."

The task was completed, ignored, or removed. Link only active tasks.

"Linked, but HaloPSA blocked Lemhi's note."

The link worked, but the role cannot add a note to this ticket, usually because a technician owns it or it is closed. Set Can Edit Tickets Which Are Not Assigned To Them to Yes on the role, and Can edit closed Tickets if the ticket is closed. Then unlink and link again to add the note.

"HaloPSA did not accept the note."

The link worked, but HaloPSA refused or did not answer the note. The note may still have reached HaloPSA, so check the ticket before you unlink and link again, or you may end up with two notes.

"HaloPSA's ticket could not be read. Try again."

Lemhi could not read the ticket from HaloPSA during a lookup, link, or status refresh. Try again.

"This ticket no longer exists in HaloPSA"

The ticket was deleted in HaloPSA. Select Unlink to clear it, then push a new ticket or link another one (See which tasks have tickets).

"Could not refresh from HaloPSA"

Lemhi could not read the ticket's current status when you opened the task. You see the last known status, and the rest of the task works normally. When a reason follows, the connection needs attention; fix that reason.

"From a previous HaloPSA connection"

The ticket was logged under a HaloPSA you have since disconnected or replaced. It stays on the task as history, and Lemhi no longer refreshes it.

"Insufficient permissions"

Your Lemhi role cannot push, link, unlink, or retry tickets. Ask an Admin to give you the Admin or Member role with Compass access.

Push to HaloPSA is missing from a task

The task already has a ticket, or HaloPSA is not connected. Use the ticket chip and Open in HaloPSA, or connect the integration (Connect HaloPSA to Lemhi and set ticket defaults).

Quick reference

Related

• Create the role, API agent, and API application in HaloPSA

• Push a Compass task to a HaloPSA ticket

• Manage the HaloPSA connection

Still stuck? Send your Lemhi contact the client name, the task, and the exact message you see.