<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Halo Integrator Log Errors</strong></p><p><strong>- Incoming Log (incoming email) Errors</strong></p><p><strong>- Outgoing log (outgoing email) Errors</strong></p><p><strong>- Automation Log Errors</strong></p><p><strong>- Schedule Occurrence Log Errors</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2435" target="_blank" rel="noopener noreferrer"><strong>Backend Services Monitoring</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2731/" target="_blank" rel="noopener noreferrer"><strong>Log Retention</strong></a></li></ul><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Halo Integrator Log Errors</span></strong></p><p>These error messages are found under the 'Halo Integrator Log' when selecting a specific log entry.</p><p><br></p><p><strong><span style="font-size: 12pt;">System.Exception: Asset tag must be unique - Intune Integration </span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2YzljODFjLWUzNzYtNGUwMC04NzgxLWFmMDAzOTAzZmRiNSJ9.D8TJQbcxsMHL09iINmF9GteWSMvOnqnQQAVB4L6Idd4" class="fr-fic fr-fil fr-dib" width="1318" style="width: 1320px; height: 134.045px;" height="134"></p><p><strong><span style="font-size: 10pt;">Fig 1. Asset tag must be unique error</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error an asset import from Intune is being run by the integrator. One particular device has been failed to be created and/or updated. </p><p><br></p><p><strong>Cause</strong></p><p>The error 'asset tag must be unique' indicates this asset in Intune has an asset tag that already exists in Halo. Another asset in Intune will have been created in Halo with this asset tag, so another asset with this same tag cannot be created.</p><p><br></p><p><strong>Resolution</strong></p><p>Head into Intune and check the asset number of the asset that is not being imported (this will be stored in the field mapped to the Halo asset tag field). Then find the asset in Halo that also has this asset tag and remove the asset or change it's asset tag so it's unique. </p><p> </p><p>Alternatively, turn off asset tags needing to be unique in your Halo instance (NOT RECOMMENDED). To do this head to configuration > Asset management > general settings. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzZDVhNmQ2LTY0NDItNDkzYy1iMGI4LWVkMTMyMTMyZDE1MSJ9.YAhZXh--_yLg2Nlh6oAHHdPlvVORGomraHEsTnt1VV4" class="fr-fic fr-fil fr-dib" width="545" style="width: 547px; height: 204.672px;" height="205"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting to make unique asset tags mandatory</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Failed to retrieve users - Token refresh failed - invalid grant - AADXXX: The refresh token has expired due to inactivity - Microsoft Entra ID/ Azure Active Directory Integration</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0YjlkZmMwLWNlOWQtNDJjYS05ZjNmLWJiNDY1YTgxN2ZlNSJ9.D8L1Jf4nv3QP3gDGE6JqFJf2bxe2Q5iAzhAGnSfIjtA" class="fr-fic fr-fil fr-dib" width="1285" style="width: 1287px; height: 146.411px;" height="146"></p><p><strong><span style="font-size: 10pt;">Fig 3. Token Refresh error </span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error a user import from Azure AD (Entra ID) is being completed and this tenant’s users have failed to be imported. </p><p><br></p><p><strong>Cause</strong></p><p>The error indicates the refresh token used to authorise the integration expired due to inactivity. Refresh tokens are used to access the application. Each time the integration syncs, the existing token automatically generates a new one for access. However, if the old refresh token expires, a new one cannot be created, resulting in error. This usually happens when the integration is connected, authorised but the Halo integrator is not enabled for the integration so an automatic sync does not take place to automatically obtain a new refresh token. </p><p><br></p><p><strong><em>Note: This error will only occur when using the authentication method 'Authorization code'. </em></strong></p><p><br></p><p><strong>Resolution</strong></p><p>Generate a new secret for the Azure application. Once generated you will need to disconnect from the integration in your instance, enter the newly created secret and re-authorize. You can then run the sync manually, or wait for the Halo integrator to next run for the application to check the error has been resolved. </p><p><br></p><p>To prevent this error in future the Authentication method 'Client credentials' can be used to connect to the integration as this bypasses the need for a refresh token. However, provided the Halo integrator is syncing this integration regularly this issue should not occur. </p><p><br></p><p><strong><span style="font-size: 12pt;">System.Exception: access_denied – Unauthorized - Pax8 (this can apply to various integrations)</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwMDU5OTU5LTA5NTQtNGVkYy1hYzQ0LTUwOTJmODM1NjZlMCJ9.ya6Z9AP2irdTkwvgOLHf8-4IvNyCXLtbD47BGPc8Jss" class="fr-fic fr-fil fr-dib" width="803" style="width: 805px; height: 104.133px;" height="104"></p><p><strong><span style="font-size: 10pt;">Fig 4. access_denied - unauthorized error</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error a customer sync for Pax8 is being completed, the customers have failed to import. </p><p><br></p><p><strong>Cause</strong></p><p>The error indicates the sync has failed as Halo has been denied access to Pax8 customers as the integration has not been connected successfully. This can be caused by the connection details for the integration being incorrect or the client secret authorizing the connection has expired. </p><p><br></p><p><strong id="isPasted">Resolution</strong></p><p>Check the setup/connection details you have entered to connect to the integration. Check these values are correct and that any secrets and API keys have not expired. If this error occurs for an integration that requires a specific user to authenticate the connection to the third party application, check this user has permission to access user details in the third party application. </p><p><br></p><p><strong><span style="font-size: 12pt;">System.Exception: The specified object was not found in the store - Exchange Calendars </span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhYWY4YWRhLWUxZDItNDlhOS1iYWRhLTI5NTUyN2RkNjM4OSJ9.Z5-EJsYo5GPk4jglTY_A6JVswTGZs0OTTle62ijir5o" class="fr-fic fr-fil fr-dib" width="1158" style="width: 1160px; height: 253.284px;" height="253"></p><p><strong><span style="font-size: 10pt;">Fig 5. Specified object not found in store error</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error an appointment sync for exchange calendars is taking place (the redacted information will contain a specific agent’s email address). The connection method ‘Connect to a single account which has delegate access to each agent’s calendar’ is being used for the Exchange calendars integration here. </p><p><br></p><p><strong>Cause</strong></p><p>The error indicates that appointments cannot be imported for the specified agent as the agent account authorising the integration does not have access to this agent’s calendar appointments. The Azure application created either does not have the correct permissions, or the agent account authorising the integration does not have delegate access to each agent’s calendar. </p><p><br></p><p><strong id="isPasted">Resolution</strong></p><p>Check the Azure application created for this integration has the correct permissions assigned, and admin consent has been granted for the permissions. The permissions required can be found on the Exchange calendars integration module configuration page in Halo. For more information on creating the application and the permissions needed see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1198/" target="_blank" rel="noopener noreferrer">Syncing Exchange Calendars using the Microsoft Graph API</a>.</p><p><br></p><p>Check the agent account authorising access has delegate access to each agent's calendar. See the Microsoft guide for information on how to grant delegate access <a data-fr-linked="true" href="https://support.microsoft.com/en-gb/office/share-and-access-a-calendar-with-edit-or-delegate-permissions-in-outlook-532e6410-ee80-42b5-9b1b-a09345ccef1b ">https://support.microsoft.com/en-gb/office/share-and-access-a-calendar-with-edit-or-delegate-permissions-in-outlook-532e6410-ee80-42b5-9b1b-a09345ccef1b&nbsp;</a> to calendars in Exchange. </p><p><br></p><p><strong><span style="font-size: 12pt;">Exchange sync failed - Token refresh failed - invalid_grant - Microsoft Exchange Calendars</span></strong></p><p><br></p><p style="margin-left: 20px;"><em>"Exchange sync failed - Token refresh failed - invalid_grant - XXX: The provided grant has expired due to it being revoked, a fresh auth token is needed. The user might have changed or reset their password. The grant was issued on '2023-07-31T12:19:52.8547458Z' and the TokensValidFrom date (before which tokens are not valid) for this user is '2025-02-10T08:29:20.0000000Z'. Trace ID: XXX Correlation ID: XXX Timestamp: 2025-02-12 09:20:48Z"</em></p><p style="margin-left: 20px;"><br></p><p><strong>Context</strong></p><p>In the above error an appointment sync for exchange is taking place. The integration is using the connection method 'Each Technician connection to their Exchange account individually', however, this error can also occur when using the connection method 'Connect to a single account which has delegate access to each Agent's calendar'. </p><p><br></p><p><strong>Cause</strong></p><p>This error indicates that the refresh tokens used to authorise access to agent’s appointments in exchange has expired.</p><p><br></p><p><strong><em>Note: A refresh token is different to the lifetime of the application secret.</em></strong></p><p><br></p><p><strong id="isPasted">Resolution</strong></p><p>If using connection method 'Each Technician connection to their Exchange account individually': Each agent that appointments are not syncing for will need to disconnect and re-connect to their calendar, by heading to their calendar > expand 'Exchange Calendar' dropdown > click 'Disconnect from Exchange'. This will regenerate a new refresh token.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkNmYwOTljLTgzZjQtNDY0Mi1iYmEzLTFkMDQwZTdhNjkwOCJ9.fvkzFaVGgU_hZxvhIWDiX1P0B5qBZAsSLL1iS7mgvxQ" class="fr-fic fr-fil fr-dib" width="261" style="width: 263px; height: 523.438px;" height="523"></p><p><strong><span style="font-size: 10pt;">Fig 6. Disconnect and re-connect to exchange</span></strong></p><p><br></p><p>If using connection method 'Connect to a single account which has delegate access to each Agent's calendar' you will need to disconnect from the integration, generate a new secret for the Azure application, re-enter the secret and re-connect. To prevent this error occurring again, ensure the Halo integrator is enabled for the integration as this will ensure a new refresh token is retrieved automatically. </p><p><br></p><p><strong><span style="font-size: 12pt;">Microsoft CSP errors </span></strong></p><p>See the 'common errors' section of our guide on the <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1189/" id="isPasted" target="_blank" rel="noopener noreferrer">Microsoft CSP Integration</a> for errors and resolutions related to this integration. </p><p><br></p><p><strong><span style="font-size: 14pt;">Incoming Log (incoming email) Errors</span></strong></p><p>These error messages are found when incoming emails have failed to be processed. Found when a specific log entry is selected under the 'Incoming Log' section of the backend services area. </p><p><br></p><p><strong><span style="font-size: 12pt;">An error occurred when creating the Ticket. Error - System.Exception: A problem occurred when updating the record. Error Message (I): String or binary data would be truncated. The statement has been terminated </span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkY2Y3YjBjLWFkMDEtNDVmZC1iZWZlLTVjZGE1ZmM1MDk0ZiJ9.Bw89QpHaqyl4C_ngO28cr68YU0DJZ0GM-HGjFyZsqnU" class="fr-fic fr-fil fr-dib" width="1128" style="width: 1130px; height: 168.076px;" height="168"></p><p><strong><span style="font-size: 10pt;">Fig 7. String or binary data would be truncated error message </span></strong></p><p><br></p><p><strong>Cause</strong></p><p>This error occurs when an incoming email contains a string that is too long to fit inside a Halo field (exceeds character limit). This typically happens when sections of the email body are being mapped to ticket fields through the use of an email rule but the sting exceeds the character limit for the field. The character limit for ticket fields is 255 characters. </p><p><br></p><p><strong id="isPasted">Resolution</strong></p><p>Check this email has not matched any email rules that map part of the email to a ticket field. If it does check to see which section of the email is attempting to be mapped. If this section of the email exceeds 255 characters you may need to adjust your email rule so that a different section of the email is mapped to this field. </p><p><br></p><p><strong><span style="font-size: 14pt;">Outgoing log (outgoing email) Errors</span></strong></p><p id="isPasted">These error messages are found when outgoing emails have failed to be processed. Found when a specific log entry is selected under the 'Outgoing Log' section of the backend services area. </p><p><br></p><p><strong><span style="font-size: 12pt;">Error=ErrorItemNotFound - The specified object was not found in the store., The process failed to get the correct properties</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzMWQ1ZGUyLTE5MjQtNGQzNC1hYWY2LTk5MGNiMzk4ZjZhYyJ9.S7k3f0Nq88IUex8ryz-a8fyKaJA7AQItK4Suz-9H5hE" class="fr-fic fr-fil fr-dib" width="1696" height="376"></p><p><strong><span style="font-size: 10pt;">Fig 8. Specified object not found in store error</span></strong></p><p><br></p><p><strong>Cause</strong></p><p>This error occurs when the user authorising this mailbox in Halo does not have the required permissions to access the shared mailbox. This typically only occurs when using 'Authorization Code' as the authentication method for the mailbox. </p><p><br></p><p><strong id="isPasted">Resolution</strong></p><p>Make sure the user that is authorising this mailbox in Halo has the necessary "Read and Manage" and "Send as" Permissions to the shared mailbox that is being used to send this mail. To grant/check these permissions:</p><ul><li>Open Outlook > Locate the shared mailbox and expand it > right click on the inbox > select 'properties' > select permissions tab </li><li>Select 'Add'> enter the name of the agent you would like to grant access (the agent that is authorising mailbox in Halo) > select the agent from the list > add > okay</li><li>Under Permissions tab > select agent you have just added > use 'permissions level' dropdown to choose access > here choose 'Read and Manage' and 'Send as' permissions > select Okay. </li></ul><p> Then navigate to the mailbox in Halo disconnect the mailbox and reconnect. </p><p><br></p><p><strong><span style="font-size: 14pt;">Automation Log Errors</span></strong></p><p>These error messages are found in the 'Automation Log' tab of the backend services monitoring area, by selecting a specific Log entry.</p><p><br></p><p><strong><span style="font-size: 12pt;">Error executing API action: Undefined variable - <<OpenAIEmotionEvaluation>></span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmMzJkN2JlLWZhNzMtNDA0Mi1hODk0LWMzZmNjYWMwNmI0YiJ9.CTLJKeI9NNd8e5ejPRqbINVv7tHVBi8hHOM_8mc51cg" class="fr-fic fr-fil fr-dib" width="958" style="width: 960px; height: 465.028px;" height="465"></p><p><strong><span style="font-size: 10pt;">Fig 9. Automation Runbook failed to complete step</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error an automation has been run to complete AI sentiment analysis/emotion detection on a ticket, this automation is carried out using a runbook. </p><p><br></p><p><strong>Cause</strong></p><p>This has failed due to a variable being called in step 4 of the runbook, but this variable not being defined. </p><p><br></p><p><strong>Resolution</strong></p><p>The runbook will need to be amended so that the correct variable is called or this variable is defined. The runbooks controlling AI functionality should not need to be amended, if no changes have been made to this runbook in your instance previously, contact our support team. </p><p><br></p><p><strong><span style="font-size: 12pt;">Action Post failed: System .Exception: Please enter valid To address(es) - Workflow automation failed</span></strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2YWVkZDk4LTE0NzAtNDU2ZC04ODZjLTJjODZlMjlhYzc1ZSJ9.AP1FKpmS-odV5WO_majI6-pOnGJPQKaj79p8kQy5ipY" class="fr-fic fr-fil fr-dib" width="935" style="width: 937px; height: 550.785px;" height="551"></p><p><strong><span style="font-size: 10pt;">Fig 10a. Action post failed error request</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4MjA2NDZlLWRlNzMtNDhlMy1hNWVlLTkyN2U0NTAzMjNkMCJ9.Q0fZVItCEnllK60QCSVjNBkU_Gsvh-9naeiriFa9wzE" class="fr-fic fr-fil fr-dib" width="884" style="width: 886px; height: 276.367px;" height="276"></p><p><strong><span style="font-size: 10pt;">Fig 10b. Action post failed error log</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error a workflow automation has failed to take place. </p><p><br></p><p><strong>Cause</strong></p><p>This error indicates the automated action requires a To address (it is an email action automation) but the current To address that the action is either not populate or an invalid address. </p><p><br></p><p><strong>Resolution</strong></p><p>Check within the workflow which action is being automated by the workflow. Then head to configuration > tickets > actions > select this action > defaults. Check the action defaults to see how the To address is being obtained for the action, whether it is being overridden or if it is being taken from the end user of the ticket. Ensure there is a valid email to be given to the action. </p><p><br></p><p><strong><span style="font-size: 12pt;">Action post failed: You do not have access to this Action at the moment - Workflow automation failed</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljZmE2NTRlLTg3NGUtNDQ2NS1iMWFmLTY2ZDA5YzU5ODcxNiJ9.vtRSNvsPh7TVI2vp_gR0QvDLrqqpbH_l4N3ZrQg29Yg" class="fr-fic fr-fil fr-dib" width="1016" style="width: 1018px; height: 265.24px;" height="265"></p><p><strong><span style="font-size: 10pt;">Fig 11. You do not have access to this action at the moment error</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error a workflow automation has failed to take place. </p><p><br></p><p><strong>Cause</strong></p><p>This error indicates the system does not have access to the quick action attempting to be automated, this usually means the action has been deleted since it was added to the workflow. </p><p><br></p><p><strong>Resolution</strong></p><p>Check the workflow to see what action is being carried out by an automation, if the action has been deleted the automation will appear in the workflow but the action field will be blank. You will need to re-create the action and re-assign it to the workflow. </p><p><br></p><p><strong><span style="font-size: 14pt;">Schedule Occurrence Log Errors</span></strong></p><p>These error messages are found in the 'Schedule Occurrence Log' tab of the backend services area when selecting a specific log entry. </p><p><br></p><p><strong><span style="font-size: 12pt;">Report Not found - Scheduled report failed to send </span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwOWMyZTg2LTZmMDMtNDJiNi1hZDBhLWEyZWFmNTJlNjQ4MyJ9.jC5JCCge4WgLE2_d60qtZr7DIFsJMZEkQoPEuhk1r-I" class="fr-fic fr-fil fr-dib" width="824" style="width: 826px; height: 498.553px;" height="499"></p><p><strong><span style="font-size: 10pt;">Fig 12. Report not found error</span></strong></p><p><br></p><p><strong>Context</strong></p><p>The above error has occurred when a scheduled report is attempting to be sent out. </p><p><br></p><p><strong>Cause</strong></p><p>The error indicates the report is using an inefficient query, resulting in it not being able to be generated in time for it to be uploaded to a PDF. </p><p><br></p><p><strong>Resolution</strong></p><p>Check the query being used to generate the report data, if this is an inefficient query it will need to be optimised before the report can be successfully generated for a schedule. </p><p><br></p><p><br></p>
