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 Ticket Rules.

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

What you'll need:
• An integrated PSA, and/or an integrated backup application that sends email notifications. Check out our Integrations section for more details on setting up your integrations.

Creating a Ticket Rule

In your Backup Radar account, navigate to Tickets > Ticket Rules.
Click Create to launch the ticket rule wizard.

Step 1: Add a Rule Name

Enter a descriptive name for your rule and click Next.

Step 2: Add Your Filters

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.

b. Statuses:
•Choose which Statuses will trigger the ticket rule, based on the previous day's result(s).

Note: When a job receives only one result in a day, that result directly determines its status. If a job receives multiple results in a day, its status is aggregated using the assigned Status Calculation.

•Choose No successful results to specify exactly how many consecutive days should pass without a successful backup status before a ticket is created.

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.

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.

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.

Step 3: Choose Your Actions

Choose a ticket profile and click Next:

a. Ticket profile: To choose a ticket profile you've already created, use the drop-down menu to select it.

b. Create New: To create a new ticket profile, click the Create New button and follow the prompts. Check out Setting up Ticket Profiles for a step-by-step guide on creating a ticket profile.

Step 4: Set Your Schedule

Configure the following schedule details and click Next:

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

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 Alert on Failure for more details.

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

Related to

Ticketing

Setting up Ticket Rules