Halo PSA Troubleshooting

1. Check Client Credentials: Ensure Client ID and Secret are copied correctly
2. Application Status: Ensure the Super IT API application is set to Active in Halo PSA
3. Authentication Method: Confirm the application uses Client ID and Secret (Services)
4. Login Agent: Confirm the application's "Agent to log in as" is set to the dedicated Super IT agent, and that agent is active

1. Client Secret: If the secret was lost or is suspected to be compromised, generate a new one from the application's configuration page
2. Update SuperIT: Enter the new Client ID/Secret in the SuperIT connection settings
3. Re-test: Run Save & Test on the connection to confirm authentication succeeds

1. Check Scopes: Verify the API application has all required scopes:
   • all:teams, admin:webhooks
   • read:tickets, edit:tickets
   • read:customers, read:assets
2. Application Status: Confirm the application is active in Halo PSA
3. Update Scopes: Add any missing scopes on the application's Permissions tab and save

1. Feature Access: Confirm the Super IT agent's ticket, customer, and asset access levels match what's needed
2. Ticket Permissions: Verify "Can add new tickets," "Can view unassigned tickets," and "Can view tickets assigned to other agents" are enabled. For assignment specifically, see Ticket Assignment Not Applying
3. Type Restrictions: Check asset type and ticket type restrictions aren't excluding needed data
4. Data Access: Verify the agent can access all required data in Halo PSA

On the Super IT agent, open Permissions → Tickets Permissions and confirm all three are Yes:

1. Can always update Ticket Statuses and re-assign Tickets outside of actions — without this, assignment never applies
2. Can assign to Agents in Teams the Agent is not a member of — without this, assignment works only for agents in the Super IT agent's own teams
3. Can Edit Tickets Which Are Not Assigned To Them — without this, the ticket becomes read-only to SuperIT the moment an engineer is assigned

Ticket access level: Read and modify and Can Re-assign Tickets: Yes are not sufficient on their own.

Open the agent's Departments & Teams tab. The agent must be a member of every team whose tickets SuperIT works on.

Team membership is enforced independently of the permissions above — an agent with all three set but no membership of a ticket's team still cannot assign or edit it.

Halo caches this in the agent's session. After changing it, use Revoke All Tokens on the agent so the integration picks it up.

An agent id that does not exist in Halo is also silently ignored — Halo returns success and leaves the previous assignee in place, even when all permissions are correct.

SuperIT detects this by reading the ticket back after the write, so it surfaces as an error rather than a false success. If it appears, the assignee SuperIT chose is no longer a valid agent in Halo — usually a deleted or disabled account still present from an older sync.

1. Firewall Rules: Ensure outbound HTTPS (443) access to Halo PSA
2. Proxy Settings: Configure proxy settings if required
3. DNS Resolution: Verify Halo PSA URL resolves correctly
4. SSL/TLS: Ensure TLS 1.2+ support for secure connections

1. Service Status: Check Halo PSA status page for outages
2. Maintenance Windows: Verify no scheduled maintenance
3. Rate Limiting: Check if API rate limits are being exceeded
4. Instance Health: Contact Halo support if persistent issues

1. Client Visibility: Verify the Super IT agent can see all clients in Halo PSA
2. Client Status: Check if inactive clients are filtered out
3. Data Validation: Ensure clients have required fields populated
4. Batch Size: Try reducing sync batch size for large client lists

1. Sync Filters: Review any active client filtering settings
2. Date Range: Check if date filters are excluding clients
3. Manual Retry: Try manual client sync with debug logging
4. Incremental Sync: Use incremental rather than full sync

1. Ticket Visibility: Confirm the Super IT agent can access all required tickets
2. Client Access: Verify user has access to all client tickets
3. Status Filters: Check if certain ticket statuses are excluded
4. Board Access: Ensure access to all relevant service boards

1. Date Range: Limit initial sync to recent tickets (last 30-90 days)
2. Client Filter: Sync one client at a time for troubleshooting
3. Batch Size: Reduce ticket sync batch size
4. Status Filter: Sync open tickets first, then closed tickets

1. Asset Access: Verify the Super IT agent can view assets in Halo PSA
2. Client Assets: Confirm access to assets for all linked clients
3. Asset Types: Check if certain asset types are excluded
4. Inactive Assets: Verify whether inactive assets should sync

1. Selective Sync: Sync only active or deployed assets initially
2. Asset Types: Choose specific asset types to sync
3. Location Filter: Limit sync to specific locations
4. Batch Processing: Use smaller batches for large asset inventories

1. URL Accessibility: Verify webhook URL is publicly accessible
2. SSL Certificate: Ensure valid SSL certificate on webhook endpoint
3. Firewall Rules: Allow Halo PSA server access to webhook URL
4. HTTP Method: Confirm webhook endpoint accepts POST requests

1. Event Types: Verify correct event types are selected
2. Object Types: Ensure relevant object types are configured
3. Authentication: Check webhook secret configuration
4. Payload Format: Confirm JSON payload format is selected

1. Delivery Logs: Check SuperIT webhook receipt logs
2. Halo PSA Logs: Review Halo webhook delivery logs (if available)
3. Network Timing: Monitor webhook delivery timing
4. Payload Validation: Verify webhook payload format

1. Test Webhooks: Use Halo's webhook test feature
2. Manual Testing: Create test events to trigger webhooks
3. Network Path: Trace network path from Halo to SuperIT
4. Rate Limiting: Check if webhooks are being rate limited

1. Batch Size: Reduce sync batch size for better performance
2. Parallel Processing: Limit concurrent sync operations
3. Date Filtering: Sync smaller date ranges
4. Selective Sync: Sync only necessary data types

1. Memory Usage: Monitor memory consumption during sync
2. Network Bandwidth: Check network utilization
3. Halo PSA Load: Verify Halo PSA isn't overloaded
4. Database Performance: Monitor database query performance

1. Event Filtering: Reduce unnecessary webhook events
2. Endpoint Performance: Optimize webhook endpoint processing
3. Network Latency: Check network latency between systems
4. Queue Management: Monitor webhook queue status

1. Field Mapping: Verify all required fields are syncing
2. Character Encoding: Check for character encoding issues
3. Data Types: Ensure data types match between systems
4. Null Handling: Verify how empty values are processed

1. Record Comparison: Compare records between Halo PSA and SuperIT
2. Audit Logs: Check sync audit logs for data transformation
3. Error Analysis: Review detailed error logs
4. Selective Resync: Resync specific records to verify accuracy

1. Unique Identifiers: Verify unique ID handling is working
2. Sync Logic: Check sync logic for duplicate prevention
3. Data Cleanup: Remove duplicate records manually
4. Prevention: Adjust sync settings to prevent future duplicates

1. Client Links: Verify client-team links are active
2. Team Permissions: Ensure teams can receive tickets
3. Routing Rules: Check conditional routing configuration
4. Default Teams: Verify default team assignments

1. Test Tickets: Create test tickets to verify routing
2. Manual Assignment: Test manual ticket assignment
3. Bulk Operations: Test bulk client linking
4. Error Logging: Check routing error logs