Hello! This article will walk you through the steps for setting up a ticket profile.

What's a ticket profile? A ticket profile is a pre-saved collection of your preferred settings around how tickets are generated.

What's the difference between ticket profiles and ticket rules? While ticket rules are your way of telling Backup Radar which backups you want to receive tickets about and how often you want to be notified, ticket profiles tell Backup Radar how to generate tickets.

Once you've created a ticket profile, you'll be able to apply it while setting up ticket rules.

1. In Backup Radar, navigate to Tickets > Ticket Profiles.
   
    
2. Click Create.
   
    
3. Name your Ticket Profile anything you'd like.
   
    

4. Choose your ticket generation method.
   

   a. PSA

   
   If you would like this rule to notify you by opening tickets in your integrated PSA application, choose PSA and configure the following settings:
   
   
   
   1. Configure your applicable ticket settings:

   Note: Fields are listed in alphabetical order and not the order in which they appear in Backup Radar. Depending on which PSA you're using, you may not see all of the ticket setting fields listed below.

   Ticket Setting	Description	Applicable For
   Assignment Group (Optional)	Set your desired assignment group.	• ServiceNow
   Caller (Optional)	Set your desired caller.	• ServiceNow
   Category (Optional)	Set your desired category.	• ServiceNow
   Closed Ticket Status	Set your desired closed ticket status.	• All PSAs
   Comments Visibility (Optional)	Choose whether or not you would like comments to be visible. If this option is enabled, your clients will receive updates about tickets.	• Syncro MSP
   Default Board	Select the default board/queue you would like to assign to your tickets.	• ConnectWise • Datto Autotask • Kaseya BMS
   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).	• All PSAs
   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.	• HaloITSM • HaloPSA
   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.	• All PSAs
   Impact (Optional)	Set your desired impact.	• HaloPSA • ServiceNow
   New Issue Type (Optional)	Set your desired new issue type.	• Datto Autotask
   New Issue SubType (Optional)	Set your desired new issue SubType	• Datto Autotask
   New Ticket Category (Optional)	Set your desired new ticket category.	• HaloITSM • HaloPSA
   New Ticket Issue Type (Optional)	Select your desired new ticket issue type.	• Kaseya BMS
   New Ticket Item (Optional)	Set your desired new ticket item.	• ConnectWise
   New Ticket Status	Set your desired new ticket status.	• All PSAs
   New Ticket Sub-Issue Type (Optional)	Select your desired new ticket sub-issue type.	• Kaseya BMS
   New Ticket SubType (Optional)	Set your desired new ticket subtype.	• ConnectWise
   New Ticket Type (Optional)	Set your desired new ticket type.	• ConnectWise • Datto Autotask • HaloITSM • HaloPSA • Kaseya BMS
   Source (Optional)	Set your desired source (where the ticket will show that it came from).	• ConnectWise • Datto Autotask • HaloITSM • HaloPSA • ServiceNow
   Subcategory (Optional)	Set your desired subcategory.	• ServiceNow
   Ticket Category	Set your desired ticket category.	• Datto Autotask • Syncro MSP
   Ticket Priority	Set your desired priority level for your tickets.	• ConnectWise • Datto Autotask • Kaseya BMS • ServiceNow
   Urgency (Optional)	Set your desired urgency.	• HaloPSA • ServiceNow

   
   2. Catch-all Company: Select the company you would like tickets to be assigned to when the backup's company cannot be found.
   
   3. Auto-close: If you'd like Backup Radar to automatically close the ticket once a successful result has been received for your backup, select Auto-close.

    

    

   b. Email

   If you would like this rule to notify you by sending email notifications, choose Email and configure the following settings. 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.
   
   
   1. Send to: Enter the email address(es) you would like Backup Radar to send notifications to. To input multiple email addresses, press enter after each one
   2. Send From: Enter the sender that you would like the ticket to come from. To add a new custom email, navigate to Settings > SMTP and click Configure New Email.
   3. Include company name: Select this option to include the company name in the emails.
   4. Include details on errors or warnings: Select this option to include details on errors or warnings in the emails.

    

5. Under Formatting, click Group Backups by to group your tickets by backup, company, job name, or device name. 
   

6. This step will only apply for Backup Plans users: Choose between Templates / Standalone or For Backup Plans.
   
    
7. If you would like to customize the Ticket subject for this ticket profile, navigate to Ticket subject and click Create to build a custom template for your subject line. 
   
   The options and variables you see will depend on whether you're customizing a ticket profile for a Templates/Standalone backup or a Backup Plans backup or alert. Skip this step if you'd like your chosen Global Ticket Default to be used for the ticket subject.
   
    
8. For ticket profiles with PSA chosen as the ticket generation method: If you would like to build a custom ticket body for your ticket profile, navigate to Ticket body, click Create, and customize as needed. The options and variables you see will depend on whether you're customizing a ticket profile for a Templates/Standalone backup or a Backup Plans backup or alert.
   
   For Templates/Standalone backups: Skip this step if you'd like to keep the default ticket body as shown in the screenshot below ("Ticket automatically created by Backup Radar").
   
   
   For Backup Plans backups and system alerts: Skip this step if you'd like your selected Global Ticket Default to be used for the ticket body.
    
9. To save your ticket profile, scroll to the bottom right corner and click Save.
   
    
10. You should see a Ticket profile created successfully confirmation message at the top right of your screen.
    
     
11. You'll see your new Ticket Profile under Ticket Profiles.