Setting up Ticket Rules

Olivia McCormack
Olivia McCormack
  • Updated

Now that you've set up your (PSA and/or email parsing) backup applications, your next step is to set up Ticket Rules for your backups.

Ticket Rules are your way of telling Backup Radar what you want to receive tickets about, when and how you want to receive those tickets, and what actions to take.

Follow the steps below to set up your Ticketing Rule(s).

Who can use this feature?
• Administrator users.
• Standard users (who have been granted access).
 
Note: If you haven't integrated your PSA and/or email parsing backup applications yet, you'll need to set those up prior to setting up your Ticket Rules. Check out our Integrations section for step-by-step instructions.

 

Creating a Ticket Rule

  1. In your Backup Radar account, navigate to Ticketing > Ticket Rules.
    Ticketing > Ticket Rules.png

  2. Click Create to launch the Ticket Rule wizard.
    Click Create.png

Step 1: Add a Rule Name

Step 1: Add a Rule Name

Step 1 | Add a Rule Name.png

Enter a descriptive name for your rule and click Next.

Add a Rule Name.png

Step 2: Add Your Filters

Step 2: Add Your Filters

Step 2 | Add Your Filters.png

Configure the following filters and click Next:

Add Your Filters.png

a. Companies:
•Choose
All companies to include backups with any (or no) companies assigned.
•Choose
Specific companies to select the companies you'd like to include in this rule.

b. Statuses: Choose between Statuses or No successful results detected in __ days. To learn more about these two filters, see Understanding Status Filters.

c. Tags:
•Choose
Any tags to include backups with any (or no) tags.
•Choose
Specific tags to select the tags you'd like to include or exclude for this rule.

d. Backup methods:
•Choose
Any backup methods to include backups with any (or no) backup methods.
•Choose
Specific backup methods to select the backup methods you'd like to include or exclude for this rule.

e. Device types:
•Choose
Any device types to include backups with any (or no) device types.
•Choose
Specific device types to select the device types you'd like to include or exclude for this rule.

Step 3: Choose Your Actions

Step 3: Choose Your Actions

Step 3 | Choose Your Actions.png

Configure the following actions and click Next:

Choose Your Actions.png

a. Ticket generation method:
PSA: Choose PSA if you would like this rule to notify you by opening tickets in your integrated PSA application.

Then, select your desired Ticketing Default in the drop-down menu.

Your Ticketing Defaults are your way of telling Backup Radar where to create tickets in your PSA ticket boards. If you haven't set up your Ticketing Defaults yet, follow the steps in Setting up Ticketing Defaults before continuing.

Select Auto-close if you'd like Backup Radar to automatically close the ticket once a successful result has been received for your backup.

•Email
: Choose Email if you would like this rule to notify you by sending email notifications.

Ticket Generation Method | Email.png

Then, enter the email address(es) you would like Backup Radar to send notifications to.

This is a great option if we don't currently support a native integration with your ticketing system, or as an extra layer on top of your PSA application integration.

Finally, select Include company name and/or Include details on errors or warnings if you would like those details included in the emails.

b. Formatting: Click Group Backups by to group your tickets by backup, company, job name, or device name. Backup will be selected by default, whereas the remaining options allow you to reduce the overall number of email notifications sent without losing any information.

c. Ticket subject: Click Create to build a custom template for your rule's subject line, or skip this step if you'd like a Global Ticket Subject to be used (Backup Radar will automatically choose the Global Ticket Subject that matches your "Group Backups by" setting. To learn more about Global Ticket Subjects, see Working with Global Ticket Subjects).

d. Ticket description (PSAs only): Click Create to build a ticket description field for your rule. By default, your description will display as "Ticket automatically created by Backup Radar".

Step 4: Set Your Schedule

Step 4: Set Your Schedule

Step 4 | Set Your Schedule.png

Configure the following schedule details and click Next:

Set Your Schedule.png

a. Timezone: Set your desired time zone.

b. Weekly schedule: Choose the day(s) of the week you'd like this rule to run on. By default, all days will be selected (and displayed with blue backgrounds).

To reduce ticket noise, you'll want this schedule to match your actual backup frequency. For example, if your backups don't run on the weekend, there's no need for this rule to run on the weekend either.

b. Time of day: Choose the time of day you'd like this rule to run. The estimated delivery time will automatically adjust to 5 minutes past the start time you've entered.

Step 5: Review and Finish

Step 5: Review and Finish

Step 5 | Review and Finish.png

Review your rule details, and click Finish.

Review and Finish.png

a. Enable ticket rule: If you don't want your rule to take effect immediately and would rather enable it later, de-select this option.

b. Edit: To make any changes to your rule's name, filters, actions, or schedule, click Edit for the applicable section. You can also click Previous at the bottom right of the screen to go back and make changes.

 

If your Ticket Rule is not creating tickets, check out Ticket Rule: Not Generating Tickets for troubleshooting steps.

What’s next?

Ticket Rules operate under a "previous day approach", meaning that when this feature runs, it looks at yesterday's results.

If your business needs require a more immediate notification of backup failure (e.g. involving critical devices or clients with a service level agreement (SLA) specifying same-day backups), you may also be interested in Alert on Failure.

Alert on Failure is a feature that works well along with Ticket Rules as an extra layer of visibility, so you're free to use both features at the same time.

See Setting up Alert on Failure for more details.

 

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

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