Set up a ticket rule for all companies except one

Ticket rules can be set to all companies or to specific companies, but there's no option to exclude a company. To create tickets for every company except one, tag that company's backups and exclude the tag in your main ticket rule. If that company still needs tickets, sent somewhere else, give it a rule of its own.

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

How it works

Every backup for the company you're leaving out has a tag, for example no-tickets.
Your main ticket rule covers All Companies and excludes that tag.
Backups without the tag, including backups with no tags at all, are still included in the main rule.
Optional: a second rule set to that one company sends its tickets to a different destination.

Step 1: Tag all of the company's backups

Go to Monitor > Audit and select the Edit tab.
In the Company Name column filter, enter the company you want to leave out.
Select the checkbox in the header to select its backups, then select Bulk Edit.
Go to the Configuration tab and select Change Tags.
In Tags, enter your tag, press Enter, and select Save.

Bulk Edit Backups, Configuration tab, with the Change Tags checkbox and Tags field

Make sure every backup for the company has the tag. Any backup without it is still included in the main rule. The header checkbox only selects the backups loaded on the page, so if the company has more backups than are shown, increase Per page at the bottom right or scroll to load the rest before you select them.

Tip: New backups for this company won't have the tag until you add it. To tag them automatically, add the tag to the template that activates this company's backups. See Templates.

Step 2: Exclude the tag in your main ticket rule

Go to Tickets > Ticket Rules, and create a rule or edit your existing one.
On the Filters tab, under Companies, select All Companies.
Under Tags, select Specific Tags.
In Exclude these, select your tag. Leave Any of these empty.
Set the rest of the rule as usual, then select Save.

Ticket rule Filters tab with All Companies selected and the Specific Tags options Any of these and Exclude these

The rule now creates tickets for every company except the one you tagged.

Step 3 (optional): Create a rule for the excluded company

If the company still needs tickets, but sent to a different destination:

Go to Tickets > Ticket Rules and create a new rule.
On the Filters tab, under Companies, select Specific Companies and choose the company.
Leave Tags set to Any Tags.
On the Actions tab, choose where its tickets should go, then select Save.

Things to know

Each ticket rule runs on its own. The company is only left out of rules where you exclude the tag, so check any other rules set to All Companies.
Ticket rules only apply to backups that aren't in a Backup Plan. Backups in a Backup Plan use the plan's own ticket settings.

For all ticket rule settings, see Setting up ticket rules.

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

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