If Backup Radar doesn’t create a ConnectWise ticket, navigate to Tickets > Ticket Issues and look for the following error. Then, follow the steps below to correct the ticket profile configuration:

Error while creating the ticket. Invalid value of New Ticket Item. Please check default ticket profile: ticket object is invalid: The specified item is not associated with the selected subtype.

Who can use this feature?

• Administrators.

• Standard users with access to the affected ticket profile.

What you’ll need

• Access to the affected Backup Radar account.

• The backup that failed to create a ticket.

Verify the ticket profile settings

First, identify the item and ticket settings that Backup Radar uses when it creates the ticket.

1. In Backup Radar, navigate to Tickets > Ticket Profiles.

2. Open the ticket profile associated with the affected backup.

3. Record the values for Default Board, New Ticket Type, New Ticket SubType, and New Ticket Item.

For more details, see Setting up ticket profiles.

Refresh the ticket profile fields

Backup Radar uses dynamic fields when you build a ticket profile. Backup Radar only lists values that apply to the current ConnectWise configuration. If the configuration rules change in ConnectWise after you create the ticket profile, one or more saved selections might no longer be valid.

Refresh the ticket profile so Backup Radar can load the current ConnectWise options:

1. In Backup Radar, open the affected ticket profile.

2. Clear all values in the ticket profile. For example, clear Default Board, New Ticket Type, New Ticket SubType, and New Ticket Item.

3. Select the desired Default Board.

4. Starting with the first field after Default Board, fill in every remaining field from top to bottom. Depending on your configuration, these fields can include Ticket Priority, New Ticket Status, Closed Ticket Status, Don’t Update Ticket in Status, New Ticket Type, New Ticket SubType, New Ticket Item, Source, and Catch-all Company. Backup Radar only lists options that apply to the selected ConnectWise configuration.

5. If you don’t need to set a ticket item, leave New Ticket Item blank.

6. Save the ticket profile.

Confirm the issue is resolved

After you save the ticket profile, wait until the affected backups have had a chance to generate tickets again.

1. Confirm that Backup Radar creates tickets successfully for the affected backups.

2. Navigate to Tickets > Ticket Issues and confirm that the error no longer appears for the affected backups.