Ticket Troubleshooting

All Users 11 min read Updated July 2026

If you've landed on a red error banner while trying to save, close, or cancel a ticket, this page decodes it. It's organized by symptom, not by rule: find the message you're seeing — quoted here exactly as REDA shows it, shipped typos and all — read the plain-English reason, and follow the fix. It covers the wrong-deal and wrong-stage gates, the dates and documents needed to close, recovering an inflation ticket stuck in Processing Error, the amount and fee rules, and why a cancel sometimes doesn't move the deal's stage. REDA is strict on ticket data on purpose — every ticket is an auditable transaction — so most of these messages are the system protecting a clean record, not a bug. Every message assumes you did something reasonable; the fix is usually one field away.

Getting there. Open the App Launcher (the grid icon at the top-left of any page) → REDA → the Tickets tab → open the ticket showing the error.
Access you'll need. Editing tickets requires the operational permission set for your business line — REDA - Property Leasing User, REDA - Property Sales User, REDA - Property Acquisition User, REDA - Property Management User, or REDA - Property Lending User. Rerunning inflation requires REDA - Inflation Adjustment User or REDA - Master Data - Admin.

Find your symptom

Match what you're seeing to a row, then jump to that section.

What you see	Go to	Root cause
"Only … Opportunity can be selected."	Wrong deal or stage	Deal-type gate
"… must be provided for Closed …" or "… prior closing …"	Can't close the ticket	Missing date or document
"No document found associated to this ticket…"	The document gate	Flag set before upload
Status shows Processing Error	Processing Error on inflation	Automation fault
"…must be negative…" or "…must not be greater than…"	Amounts and fees rejected	Sign or cap rule
Deal stage unchanged after Cancel	The stage didn't revert	Not an error — conditional revert
"Package name must be provided." and similar	Package desk errors	Intake or handover requirement

Two kinds of message. Most of these are validation messages — REDA stops your save and tells you what's missing, and the fix is yours. A ticket in Processing Error is different: there, background automation failed and recorded the reason in an error note on the ticket. A filled error note usually means the ticket needs an administrator.

"I can't create the ticket — wrong deal"

Each ticket type may only attach to a specific kind of deal, often in a specific stage. Pick the wrong one and REDA blocks the save with one of these:

Message	What it means
"Only Acquisition Opportunity can be selected."	An Acq - Purchase Agreement ticket needs an acquisition deal.
"Only Leasing Opportunity can be selected"	Add Lease Charge and Remove Lease Charge need a leasing deal. (No period ships on this one.)
"Only Occupied Leasing Opportunity can be selected."	Eviction and Termination only apply to a lease that's currently occupied.
"Only "Occupied" Leasing Opportunity can be selected."	A Move Out needs an occupied lease.
"Only "Occupied - Pending Move In" Leasing Opportunity can be selected."	A Move In can only be created on a lease in that exact stage.
"Only Leasing Opportunity in Application Stage can be selected."	A Lease Agreement can only be created on a lease still in an application stage.
"Renewal Request can be created for Leasing Opportunity in stage "Occupied - No Notice"."	A Renewal only applies to a lease in "Occupied - No Notice."
"Only Property Sale Opportunity can be selected."	A Sales - Purchase & Sales Agreement needs a property-sale deal.
"Opportunity on Ticket type "PMA" must of type closed won "Property Sale" or "Property Management"."	A PMA needs a closed-won Property Sale or Property Management deal. (The grammar ships as-is.)
"Only Closed Won Lending Opportunity can be selected."	Both Loan Disbursement and Loan Payoff need a closed-won lending deal.
"Only active tenants can make a referral."	A Tenant Referral can only be logged against an active lease.

Property mismatch. A ticket's Property must match its deal's property. If it doesn't, REDA blocks the save: "The property on the ticket must match the property on the Opportunity or Acquisition Opportunity in the case of a Loan Disbursement ticket." Set the ticket's Property to the deal's property. For a Loan Disbursement raised against an acquisition, it's the acquisition deal's property that must match.

"I can't close the ticket"

Several types require a date or a signature before they'll move to Closed. The message names exactly what's missing:

Message	Fix
"Move In Date must be provided for Closed Lease Agreement."	Enter the move-in date before closing the Lease Agreement.
"Move Out Date must be provided for Closed Eviction."	Enter the move-out date before closing the Eviction.
"Please provide Move Out Date if renewal is opted out."	An opted-out Renewal needs a move-out date, because it spawns a Move Out.
"Lease Renewal Lease Start Date is invalid."	The renewal's start date must fall on or before the current lease's end date. Adjust it so the two line up.
"The Document Signed Date Time must be provided before updating the stage to "Contract Signed" or "Closed.""	On a PMA, fill in the Document Signed Date Time before signing or closing.
"You can not update PMA ticket status directly to Closed. Agreement must be signed prior the PMA ticket can be closed."	A PMA can't jump straight to Closed. Send and sign the agreement through Contract Sent and Contract Signed first, then close.

The document gate

When a ticket is signed on paper, REDA won't let you close it until the signed document is actually on the ticket — and it checks in a specific order that trips people up. Getting the order right avoids both errors below.

Two messages, one cause. "Please attach Document prior closing Ticket." appears if you try to close a paper-signed ticket without uploading the file. "No document found associated to this ticket. Please upload document prior provide Document Attached as "Yes"." appears if you set the Document Attached flag to Yes before a real file exists on the ticket — including at creation, where setting Yes is blocked.

The reliable order:

Create the ticket. Document Attached starts as No — setting it to Yes at creation is blocked.

Sign on paper and upload the file. With Document Signed Type set to Paper, upload the scanned, signed document to the ticket's files.

Set Document Attached to Yes. REDA verifies a real file exists on the ticket before it accepts the flag.

Close. With the file attached and the flag set, the close goes through.

Electronic signing skips the upload. When Document Signed Type is Electronic, REDA doesn't require you to attach a file — the electronic signing record covers it.

"Processing Error" on an inflation ticket

Inflation Adjustment tickets are generated in bulk by the system and execute the moment they're created. When one can't complete, it lands in Processing Error and records why in an error note on the ticket. Nothing was half-applied — no charges or invoices were changed — so it's safe to read the note, fix the cause, and rerun.

The usual cause. Most often the month's inflation index entry is missing — REDA had no index to apply. That's fixed in Inflation Adjustments, which also lists the other reasons a run can fail.

To recover a failed ticket, use the Reprocess Inflation action:

Open the ticket and read the error note. It states the reason REDA recorded for the failure.

Fix the root cause. Typically, add the missing month's index entry — see Inflation Adjustments.

Click Reprocess Inflation. If the ticket is already Closed, you'll see an "already processed" screen and there's nothing more to do.

Confirm. REDA clears the error note and re-closes the ticket, re-running the adjustment.

Still failing? If the error note refills and the status returns to Processing Error, the cause isn't resolved — hand the ticket to your administrator.

Reprocess is inflation-only. Reprocess Inflation is the only rerun action in REDA. Other ticket types don't have one — you fix their errors by correcting the field the message names and saving again.

"My numbers are rejected"

Charge, fee, bonus, and payoff fields each have rules about sign, requirement, and caps. The message names the exact rule.

Charges and prorating:

Message	What it means
"Please provide positive amount for a "Charge" and negative amount for "Credit Memo"."	On New Charge/Memo, a Charge is positive and a Credit Memo is negative. Match the sign to the type.
"Only recurring charges can be prorated."	Prorating applies only to recurring charges, not one-time ones. Clear Do Prorate on a one-time charge.
"For Ticket type "Add Lease Charge" Admin Charge must be provided if Charge Type is Admin."	When Charge Type is Admin, you must pick the Admin Charge.

PMA fees:

Message	What it means
"If Management Fee Type is Fixed then Management Fee Fixed must be provided or If Management Fee Type is Rent Percentage then Management Fee % must be provided."	Fill in the fee amount that matches the fee type you chose: a fixed amount for Fixed, a percentage for Rent Percentage.
"If Placement Fee Type is Fixed then Placement Fee Fixed must be provided or If Placement Fee Type is Rent Percentage then Placement Fee % must be provided."	The Placement Fee follows the same rule — supply the amount that matches its type.
"If Renewal Fee Type is Fixed then Renewal Fee Fixed must be provided or If Renewal Fee Type is Rent Percentage then Renewal Fee % must be provided."	The Renewal Fee follows the same rule — supply the amount that matches its type.
"Minimum and Maximum for management fees can only be defined if the management fee is calculated based on rent percentage."	A minimum or maximum fee only makes sense with a rent-percentage fee — clear them for a fixed fee.

Lending caps:

Message	What it means
"Payoff amount must not be greater than available escrow on Opportunity."	You can't pay off more than the escrow available on the deal.
"Payoff amount must not be greater than Loan Principal Balance Amount on provided Lending Opportunity."	You can't pay off more than the loan's outstanding principal.
"Only existing lending opportunities with same "Borrower Account" as on provided "Opportunity" can be selected."	The loan you're paying off must belong to the same borrower as the deal.
"Invalid selection. You cannot payoff loan with same loan."	A loan can't pay off itself — pick a different loan.
"You must provide Acquisition Opportunity on Loan Disbursement if disbursement is done against acquisition."	A disbursement against an acquisition needs the acquisition deal named on the ticket.

Tenant Referral — required details: A referral has to name the person being referred before it can be saved. Fill in each field the message calls out.

Message	What it means
"Referee First Name must be provided."	Enter the first name of the person being referred.
"Referee Last Name must be provided."	Enter the last name of the person being referred.
"Referee Email must be provided."	Enter the referred person's email — it's how REDA reaches them about their inquiry.

Referral bonuses (why they must be negative): A Tenant Referral can carry a bonus for the existing tenant (the referrer) and one for the new tenant (the referee). Both follow the same two rules — enter the amount as a negative number, and pick a charge code whenever you set an amount.

Message	What it means
"The referee bonus amount must be negative so as the system shall create a credit memo invoice as when the bonus will get due."	The referee's bonus becomes a credit memo when it's due, so it's entered as a negative amount.
"The referrer bonus amount must be negative so as the system shall create a credit memo invoice as when the bonus will get due."	The referrer's bonus works exactly the same way — enter it as a negative amount.
"If referee bonus amount is provided, then referee bonus charge code must be provided."	Set a referee bonus amount and you must also pick its charge code.
"If referrer bonus amount is provided, then referrer bonus charge code must be provided."	Set a referrer bonus amount and you must also pick its charge code.

Inflation setup:

Message	What it means
"Inflation Rule must be provided for Inflation Adjustment ticket."	An Inflation Adjustment ticket needs an inflation rule. (The double space in the message ships as-is.)
"If the Inflation Ticket is related to an Opportunity, the selected Inflation Rule must be applicable to Opportunity. Similarly, if the ticket is related to a Property, the Inflation Rule must be applicable to Property."	The inflation rule you pick must be scoped to whatever the ticket is attached to — the deal or the property.

"The stage didn't revert when I cancelled"

This one isn't an error — it's the safety net working. When a ticket is created, REDA quietly snapshots the deal's stage at that moment. When you cancel the ticket, it applies one rule:

If the deal is still in the stage my process put it in, revert it to the snapshot; otherwise, leave the deal's current stage alone.

So if some other process has since carried the deal onward, cancelling deliberately leaves it where it is rather than clobbering another process's stage. Two details worth knowing: the snapshot is taken once, at creation, so later edits to the ticket don't re-snapshot; and a PMA cancel never updates anything at all — its Cancelled status is bookkeeping only. The full mechanism is in Understanding Tickets.

"Why can't I change a closed ticket?"

Closing a ticket is the moment its automation runs — the stage moves, the records are stamped, the next ticket is spawned. Re-editing the ticket afterward does not re-run that automation, so a changed field on a closed ticket can quietly fall out of step with the records it already created. That's why the safe way to make a further change is to run the correct new process — a new ticket for the next step, or an administrator's help for a correction — rather than editing a ticket that's already done its work.

Package desk errors

Registering or handing over a parcel has its own required fields. The full walkthrough is in Packages & Parcels; these are the messages you'll see if a field is missing:

Message	Fix
"Package name must be provided."	Enter a package name when registering the parcel.
"Name of the intended recipient must be provided."	Fill in who the package is for.
"Please provide the name of the person to whom the package is handed to."	At handover, record who received it.
"Provide the date and time of the package handover."	At handover, record when it was handed over.

Worked examples

Closing a management agreement. A property manager tries to close a PMA and hits "The Document Signed Date Time must be provided before updating the stage to "Contract Signed" or "Closed."" They fill in the signed date and try again — now they hit "You can not update PMA ticket status directly to Closed. Agreement must be signed prior the PMA ticket can be closed." The lesson: a PMA has to be walked through Contract Sent and Contract Signed first; it can't jump to Closed. Once the agreement is sent and signed in order, the close succeeds and the agreement and PM entity land on the property.

Recovering a batch of inflation tickets. An administrator runs the month's inflation and finds 3 of 40 tickets sitting in Processing Error, all with the same error note: the index for that month was never entered. They add the missing month's index in Inflation Adjustments, then open each failed ticket and click Reprocess Inflation. Each one clears its error note and re-closes, and the adjustment applies.

Where to go next

Understanding Tickets — the snapshot-and-revert, approval, and born-closed concepts behind these messages.
Ticket Status Reference — which statuses each type has, so you know which moves are even possible.
Inflation Adjustments — the root causes behind a Processing Error and how to prevent them.

Frequently asked questions

Attach the ticket to a lease that's currently in an Occupied stage. Eviction, Termination, and Move Out only apply to occupied leases — if the lease has already expired or hasn't moved in yet, that's why it's rejected.

Upload the signed document to the ticket's files, set Document Attached to Yes, then close. This applies to paper-signed tickets; electronic signing doesn't require the upload.

No. A Processing Error means the automation stopped before applying anything, so no charges or invoices were changed. Read the error note, fix the cause (usually a missing inflation index month), and run Reprocess Inflation.

That's by design. The revert only fires when the deal is still in the stage this ticket's process set. If another process had already moved the deal on, cancelling leaves it where it is rather than overwrite that other process.

Because the bonus becomes a credit memo when it's due. The rule says exactly that: "The referee bonus amount must be negative so as the system shall create a credit memo invoice as when the bonus will get due."

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