If HaloPSA is connected to Backup Radar but tickets aren’t being generated, check Tickets > Ticket Issues. If an issue shows “TenantId or CrmSourceId must be provided.”, the ticket profile assigned to the affected ticket rule or Backup Plan might no longer be valid for the current HaloPSA integration.

This can happen if you delete and recreate the HaloPSA integration. Create a new ticket profile, then assign it to each affected ticket rule or Backup Plan.

What you’ll need

• Access to the Backup Radar account with the HaloPSA integration.

• Permission to manage the affected ticket rules or Backup Plans.

Create and assign a new ticket profile

1. In Backup Radar, go to Tickets > Ticket Issues and find the issue with the error message “TenantId or CrmSourceId must be provided.” Note the affected ticket rule or Backup Plan, if one is listed.

2. Create a new ticket profile:

   1. Go to Tickets > Ticket Profiles and click Create.

   2. Name the profile, choose PSA as the ticket generation method, and configure the ticket settings you want to use for HaloPSA.

   3. Save the profile. For more details, see Setting up ticket profiles.

3. Assign the new profile to each affected configuration:

   1. For ticket rules, go to Tickets > Ticket Rules, edit each affected rule, and select the new profile in its actions. Save the rule and confirm it’s enabled. For more details, see Setting up ticket rules.

   2. For Backup Plans, edit each affected plan and select the new profile in its ticket settings. Save the plan. For more details, see About the Backup Plans list view page and Adding a Backup Plan.

4. Monitor Tickets > Ticket Issues after the next eligible ticket event. Confirm that Backup Radar creates the ticket in HaloPSA and no new issue appears with the same error.