Setting up Ticketing Defaults

Olivia McCormack
Olivia McCormack
  • Updated

Now that you've set up your PSA integration, your next step is to set up your Ticketing Default for that PSA.

This is an essential step as Ticketing Defaults are your way of telling Backup Radar where to create tickets in your PSA integration.

Once you've created at least one Ticketing Default, you'll be able to select and pair it with one or more of your Ticket Rules. You can repeat these steps as needed to create as many ticketing defaults as required for your PSA application.

For example, you might want to create a Ticketing Default with a high priority (e.g. for servers that are critical and need to be running 24/7) and another Ticketing Default with a low priority (e.g. for Bob's laptop).

Who can use this feature?
• Administrator users.
• Standard users (who have been granted access).
 


1. In your Backup Radar account, navigate to Integration > PSA Integration.
Integration > PSA Integration.png

2. Under Ticketing Defaults, click Create.
Ticketing Defaults > Create.png

3. Continue along to the applicable section below for your PSA application:

ConnectWise

ConnectWise

ConnectWise Ticketing Defaults.png a. Name Start by naming your ticketing default.
b. Default Board  Select the default board/queue you would like to assign to your tickets.
c. Default Company This should be set to either your own company or a catchall company.

This field is meant to be a fall-back option and is only used in the event that one of your backups is not assigned to a ticketing company in Backup Radar (e.g. if your backup becomes unsynced).
d. Ticket Priority Set your desired priority level for your tickets.
e. New Ticket Status Set your desired new ticket status.
f. Closed Ticket Status Set your desired closed ticket status.
g. Don't Update Ticket in Status

Optional: Tickets with these statuses will be "protected", meaning that Backup Radar will not append tickets found in this state and will instead open a new ticket.

In addition, if you select "Auto-close" while Setting up Ticket Rules, Backup Radar will not auto-close tickets found in this state.

This is useful if someone checks all your backup tickets before they're permanently closed.

You're free to select as many statuses as needed.

h. New Ticket Type Optional: Set your desired new ticket type.
i. New Ticket SubType Optional: Set your desired new ticket subtype.
j. New Ticket Item Optional: Set your desired new ticket item.
k. Source  Optional: Set your desired source (where the ticket will show that it came from).

 

Datto Autotask

Datto Autotask

Autotask Ticketing Defaults.png a. Name  Start by naming your ticketing default.
b. Default Board Select the default board/queue you would like to assign to your tickets.
c. Default Company This should be set to either your own company or a catchall company.

This field is meant to be a fall-back option and is only used in the event that one of your backups is not assigned to a ticketing company in Backup Radar (e.g. if your backup becomes unsynced).
d. Ticket Priority Set your desired priority level for your tickets.
e. Ticket Category Set your desired ticket category.
f. New Ticket Status  Set your desired new ticket status.
g. Closed Ticket Status  Set your desired closed ticket status.
h. Don't Update Ticket in Status

Optional: Tickets with these statuses will be "protected", meaning that Backup Radar will not append tickets found in this state and will instead open a new ticket.

In addition, if you select "Auto-close" while Setting up Ticket Rules, Backup Radar will not auto-close tickets found in this state.

This is useful if someone checks all your backup tickets before they're permanently closed.

You're free to select as many statuses as needed.

i. New Ticket Type Optional: Set your desired new ticket type.
j. New Issue Type  Optional: Set your desired new issue type.
k. New Issue SubType  Optional: Set your desired new issue SubType.
l. Source  Optional: Set your desired source (where the ticket will show that it came from).

 

HaloITSM

HaloITSM


HaloITSM Ticketing Defaults.png a. Name  Start by naming your ticketing default.
b. Default Company  This should be set to either your own company or a catchall company.

This field is meant to be a fall-back option and is only used in the event that one of your backups is not assigned to a ticketing company in Backup Radar (e.g. if your backup becomes unsynced).
c. New Ticket Status  Set your desired new ticket status.
d. Closed Ticket Status  Set your desired closed ticket status.
e. Don't Update Ticket in Status

Optional: Tickets with these statuses will be "protected", meaning that Backup Radar will not append tickets found in this state and will instead open a new ticket.

In addition, if you select "Auto-close" while Setting up Ticket Rules, Backup Radar will not auto-close tickets found in this state.

This is useful if someone checks all your backup tickets before they're permanently closed.

You're free to select as many statuses as needed.

f. New Ticket Type  Choose the appropriate ticket type from the list of the standard and custom types from your Halo account.
g. Default Team Optional: If you opted to set specific teams to give Backup Radar access to (instead of granting access to all teams) when creating role permissions in your HaloITSM integration, select those team(s) in this drop-down menu.
h. New Ticket Category Optional: Set your desired new ticket category.
i. Source  Optional: Set your desired source (where the ticket will show that it came from).

 

HaloPSA

HaloPSA


HaloPSA Ticketing Defaults.png a. Name Start by naming your ticketing default.
b. Default Company  This should be set to either your own company or a catchall company.

This field is meant to be a fall-back option and is only used in the event that one of your backups is not assigned to a ticketing company in Backup Radar (e.g. if your backup becomes unsynced).
c. New Ticket Type  Choose the appropriate ticket type from the list of the standard and custom types from your Halo account.
d. Default Team Optional: If you opted to set specific teams to give Backup Radar access to (instead of granting access to all teams) when creating role permissions in your HaloPSA integration, select those team(s) in this drop-down menu.
e. New Ticket Status  Set your desired new ticket status.
f. Closed Ticket Status  Set your desired closed ticket status.
g. Don't Update Ticket in Status

Optional: Tickets with these statuses will be "protected", meaning that Backup Radar will not append tickets found in this state and will instead open a new ticket.

In addition, if you select "Auto-close" while Setting up Ticket Rules, Backup Radar will not auto-close tickets found in this state.

This is useful if someone checks all your backup tickets before they're permanently closed.

You're free to select as many statuses as needed.

h. New Ticket Category  Optional: Set your desired new ticket category.
i. Urgency  Optional: Set your desired urgency.
j. Impact Optional: Set your desired impact.
k. Source  Optional: Set your desired source (where the ticket will show that it came from).

 

Kaseya BMS

Kaseya BMS


Kaseya BMS Ticketing Defaults.png a. Name  Start by naming your ticketing default.
b. Default Board  Select the default board/queue you would like to assign to your tickets.
c. Default Company This should be set to either your own company or a catchall company.

This field is meant to be a fall-back option and is only used in the event that one of your backups is not assigned to a ticketing company in Backup Radar (e.g. if your backup becomes unsynced).
d. Ticket Priority  Set your desired priority level for your tickets.
e. New Ticket Type  Optional: Set your desired new ticket type.
f. New Ticket Status  Set your desired new ticket status.
g. Closed Ticket Status  Set your desired closed ticket status.
h. Don't Update Ticket in Status 

Optional: Tickets with these statuses will be "protected", meaning that Backup Radar will not append tickets found in this state and will instead open a new ticket.

In addition, if you select "Auto-close" while Setting up Ticket Rules, Backup Radar will not auto-close tickets found in this state.

This is useful if someone checks all your backup tickets before they're permanently closed.

You're free to select as many statuses as needed.

i. New Ticket Issue Type  Optional: Select your desired new ticket issue type.
j. New Ticket Sub-Issue Type Optional: Select your desired new ticket sub-issue type.

 

ServiceNow

ServiceNow

ServiceNow Ticketing Defaults.png a. Name  Start by naming your ticketing default.
b. Default Company This should be set to either your own company or a catchall company.

This field is meant to be a fall-back option and is only used in the event that one of your backups is not assigned to a ticketing company in Backup Radar (e.g. if your backup becomes unsynced).

c. Caller

Optional: Set your desired caller.

d. Category

Optional: Set your desired category.
e. Subcategory Optional: Set your desired subcategory.
f. Source  Optional: Set your desired source (where the ticket will show that it came from).
g. Assignment Group  Optional: Set your desired assignment group.
h. Urgency Optional: Set your desired urgency.
i. Impact  Optional: Set your desired impact.
j. Ticket Priority Optional: Set your desired priority level for your tickets.
k. New Ticket Status  Set your desired new ticket status.
l. Closed Ticket Status  Set your desired closed ticket status.
m. Don't Update Ticket in Status

Optional: Tickets with these statuses will be "protected", meaning that Backup Radar will not append tickets found in this state and will instead open a new ticket.

In addition, if you select "Auto-close" while Setting up Ticket Rules, Backup Radar will not auto-close tickets found in this state.

This is useful if someone checks all your backup tickets before they're permanently closed.

You're free to select as many statuses as needed.



 

Syncro MSP

Syncro MSP

SyncroMSP Ticketing Defaults.png a. Name  Start by naming your ticketing default.
b. Default Company This should be set to either your own company or a catchall company.

This field is meant to be a fall-back option and is only used in the event that one of your backups is not assigned to a ticketing company in Backup Radar (e.g. if your backup becomes unsynced).
c. New Ticket Status Set your desired new ticket status.
d. Closed Ticket Status Set your desired closed ticket status.
e. Don't Update Ticket in Status

Optional: Tickets with these statuses will be "protected", meaning that Backup Radar will not append tickets found in this state and will instead open a new ticket.

In addition, if you select "Auto-close" while Setting up Ticket Rules, Backup Radar will not auto-close tickets found in this state.

This is useful if someone checks all your backup tickets before they're permanently closed.

You're free to select as many statuses as needed.

f. Ticket Category Optional: Set your desired ticket category.
g. Comments Visibility

Optional: Choose whether or not you would like comments to be visible.

 

What’s next?

Now that you've set up your Ticketing Default, your next step is to set up your corresponding Ticket Rule(s). See Setting up Ticket Rules for step-by-step instructions on how to do this.

 

 

Once you have set up at least two Ticketing Defaults, you can choose a default Ticketing Default by clicking the Set as default button.

Set a default Ticketing Default.png

Your default Ticketing Default is used in two scenarios in Backup Radar:
• When a new ticket is created manually.
• When an existing ticket is manually updated and it is associated with a Ticketing Default that has since been deleted.

 

Any questions? Reach out to our friendly, neighborhood support team by submitting a support ticket.

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