To enable intelligent ticketing in Backup Radar you’ll need both a ticketing default as well as automatic ticketing settings in place. If you haven’t already created a default make sure you do that before you follow the instructions below. It is also important to keep in mind that this primary ticketing method exists as a 'previous day approach', meaning this feature looks at yesterdays results.
Go to Ticketing - Automatic Ticketing Settings and select Create. When creating this rule you'll want to consider what you want to know about and when you want to know it. In the example below, the rule will run at 8:00 AM Pacific Time and generate tickets for any backups that had an overall status of Failure the day before.
Below is a breakdown on all of the options:
The summary of the ticket created will be automatically generated to include the server name, job name, status and date/time stamp. This is not a configurable option.
Detail Description - Allows you to set the default description in the ticket that is created:
Create Tickets After - This field could also be called "No Success In" and it operates as another conditional field like the filters discussed below that live on the right side in-app. If you were to set this field to '3' for example, then in addition to whatever Status it is set for it will also need that job to have gone three days without a success.
Select time zone - Choose the time zone the system should use when creating the tickets.
Select time - This is the time this ticketing rule will process the backup filters within this rule and then create tickets as necessary.
The settings below are all filters and you can use them to narrow down what you'd like to have tickets created for in the system. For example, you can see below that I only want tickets created for backups that are in failure status. If you do not select any, they will automatically select all.
The Group Tickets By setting allows you to group issues instead of having 1 ticket created for each backup failure. It can significantly cut down on ticket noise. You can group by Company, Job Name or Device Name.
Company - Will create 1 ticket per company for all statuses chosen such as no result, failure or whatever you selected.
Job Name - Will create 1 ticket per Job Name. If you have 1 Job with 10 VMs, only one ticket for the Job will be created and it will list all statuses that meet your criteria you selected.
Device Name - This will group by Device name so if you have more than 1 job associated with a device name it will only create the one ticket per device name.
Activating Automatic Closing will allow Backup Radar to close the ticket when the backup receives a success result.
*When a ticket was grouped and contains multiple backups, all devices have to receive a success result before the ticket can be auto-closed.
Lastly, select the appropriate Ticketing Default.
Once you've chosen the options, toggle the Activate switch at the top on before clicking Save.