If Backup Radar has stopped updating your PSA tickets, this may be because the tickets were moved to a different board or queue, or merged with another ticket in your PSA. This article explains why this happens and how to resolve it.
Who can use this feature?
Administrator users.
Standard users (who have been granted access).
Why this happens
When Backup Radar creates a ticket in your PSA, it maintains a connection to that ticket based on its original board or queue and ticket identifier. If the ticket is later moved to a different board or queue, or merged with another ticket, Backup Radar loses the ability to track and update it.
This happens because there is no way for Backup Radar to detect these changes once they are made on the PSA side. This applies to all supported PSAs.
Common scenarios that cause this:
Moving a ticket to a different board or queue in your PSA after Backup Radar has created it.
Merging a Backup Radar ticket with another ticket in your PSA.
How to resolve this
If you've identified tickets that Backup Radar is no longer updating, follow these steps:
In your PSA, close any affected tickets that Backup Radar is no longer updating.
In Backup Radar, navigate to Tickets > Ticket Profiles and update your ticket profile to the board or queue you'd like future tickets to be created under. For more details, see Setting up ticket profiles.
Any new tickets created by Backup Radar will now use the updated board or queue and will continue to update normally.
To avoid this issue in the future, select the board or queue you intend to keep your tickets under when setting up your ticket profile, and avoid moving or merging Backup Radar tickets in your PSA after they've been created.
Any questions? Reach out to our friendly, neighborhood support team by submitting a support ticket.
Interested in attending a live Q&A session with our Product Adoption team? Sign up to attend Backup Radar Office Hours and get real-time answers to your questions.
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