Setting up Ticketing Defaults

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

	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

	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

	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: Leave this field blank if you granted Backup Radar access to all teams while creating your HaloITSM role permissions. Otherwise, choose the teams you granted Backup Radar access to create tickets for.
	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

	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: Leave this field blank if you granted Backup Radar access to all teams while creating your HaloPSA role permissions. Otherwise, choose the teams you granted Backup Radar access to create tickets for.
	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

	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

	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

	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.

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.