If a backup isn’t generating a ticket as expected, use the steps below to check the backup’s ticketing configuration and identify any ticketing errors.

Who can use this feature?

Admin users.

What you’ll need

Access to a Backup Radar account and the backup that didn’t generate a ticket.

Check the backup’s location

Backups can use different ticketing settings depending on where they appear in Backup Radar. Follow the steps for the page that contains the affected backup:

• Backups on the Daily Activity page

• Backups on the Audit page

Backups on the Daily Activity page

If the backup is managed through a Backup Plan and appears on the Daily Activity page, check the Backup Plan’s service-level agreement and ticket rules.

1. On the Daily Activity page, locate the backup that didn’t generate a ticket.

2. Confirm that the backup’s status is one of the following:

   • Out of Compliance

   • Out of Compliance - No Result

   • At Risk

   Only these statuses can trigger ticket creation.

3. In the Backup Plan column, click the link for the corresponding Backup Plan.

4. In the Backup Plan, open the Service Level Agreement step.

5. Confirm that Create a ticket if SLA is out of compliance is enabled.

6. If the backup has an At Risk status and you want that status to generate a ticket, confirm that Create a ticket if SLA is at risk of being out of compliance is enabled.

7. Click Next to open the Ticket Rules step.

8. Confirm that a ticket profile is selected.

If the settings are correct, continue to Review ticket issues.

Backups on the Audit page

If the backup appears on the legacy Audit page, check the ticket rules assigned to the backup and confirm that the rule matches the backup’s status.

1. Navigate to the Audit page.

2. Locate the backup that didn’t generate a ticket.

3. In the Tickets column, click the Settings icon.

   A pop-up displays the ticket rules assigned to the backup.

4. If no ticket rules appear, assign a ticket rule to the backup. For more details, see Setting up Ticket Rules.

5. If a ticket rule appears, click the Edit icon to review its settings.

6. Confirm that the ticket rule is enabled.

7. Verify that the statuses selected in the ticket rule match the backup’s most recent status.

   Note: Audit page backups generate tickets based on the previous day’s status, not the current status.

8. If the ticket rule uses No Successful Results in X days, review the following settings:

   a. Check the Last Success column on the Audit page to confirm how many days have passed since the backup’s last successful result. b. Confirm that Enable Continuous Alerting on subsequent days is enabled.

   If Enable Continuous Alerting on subsequent days is disabled, the ticket rule generates a ticket only on the exact day the configured number of days is reached. If the backup isn’t scheduled to run on that day, the rule doesn’t generate a ticket and doesn’t trigger again the following day.

If the settings are correct, continue to Review ticket issues.

Review ticket issues

If the backup’s ticketing configuration is correct but it still doesn’t generate a ticket, check whether the PSA integration reported an error.

1. Navigate to Tickets > Ticket Issues.

2. Review the reported issues. Each entry can include the following information:

   • Date/Time: The date and time when Backup Radar recorded the ticket issue.

   • Ticketing Company: The company associated with the ticket issue. If no company appears, the error isn’t associated with a specific ticket rule.

   • Message: The error message generated by the PSA integration or Backup Radar. Messages such as Status is unavailable or Unable to find the ticket with errors can indicate that the ticket profile no longer matches the settings in your PSA. For example, the board or ticket statuses might have changed in the PSA without a corresponding update in Backup Radar.

   • Actions: Options for reviewing the associated ticket rule and backup. If the options are unavailable, the error isn’t associated with a specific ticket rule, so there’s no ticket rule or attached backup to review.

   • Show Backups: Opens the Audit page and displays the backups associated with the ticket issue.

3. Click Settings to review the ticket rule associated with the issue.

4. Check whether the ticket rule contains conflicting settings or parameters.

5. If the error message indicates that a status or ticket can’t be found, review the associated ticket profile:

   a. Navigate to Tickets > Ticket Profiles. b. Open the ticket profile associated with the ticket issue. c. Confirm that the selected board and ticket statuses still exist in your PSA and match the settings in Backup Radar. d. Update the ticket profile if the board or ticket statuses have changed.

   For more details, see Setting up ticket profiles.

6. If the ticket rule or ticket profile is causing the issue, update its settings and monitor the backup for a new ticket issue.