Unable to Create Tickets: HaloPSA Integration Stopped Working

Situation

The following error is reported on the integration page in Management Console: Unable to create tickets: HaloPSA integration stopped working.... New tickets cannot be created in this case.

Cause

It might be a result of changes made in the HaloPSA management console.

Solutions

• Check permissions to verify Agent & API Application Permissions. Use the Check permissions link in the message to check if some required permissions are not granted.
• Verify integration-specific configuration
  • Check for Mandatory Fields & Ticket Type Configuration. Sometimes the API can authenticate fine, but the ticket creation fails because a field that is mandatory in HaloPSA isn't being sent by the integration.
  • Review the Ticket Type: In HaloPSA, go to Configuration > Tickets > Ticket Types and select the specific ticket type your integration uses.
  • Identify newly required fields: Check the Field List for this ticket type. If any field (like Category, Impact, Urgency, or a custom field) has been set to "Required" recently, the API will reject tickets that don't include it.
• Validate Integration-Specific Configuration. Small configuration errors are another prime suspect for integration failures.
  • Trailing Slash in URLs: This is a very common pitfall.
  • Authorization Server URL (e.g., https://domain.halopsa.com/auth/) must end with a forward slash / .
  • The Resource Server hostname (e.g., yourcompany.halopsa.com) should generally not include https:// or a trailing slash .
  • IP Allowlisting: If your HaloPSA instance or network restricts access by IP address, you must ensure the IP ranges for your third-party application (e.g., Huntress, DNSFilter) are allowlisted .
  • Team/Department Access: Confirm the integration's agent has been explicitly added to the specific team(s) or department(s) where tickets need to be created. An agent can have all the right permissions but still fail to create a ticket in a department they aren't a member of.