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Automatic Ticketing Settings

To enable automatic ticketing settings go to the menu and select Ticketing -> Automatic Ticketing Settings. By default tickets are generated at the Start of Business day. So if you have 8 (8am) as your start of Business day the system will check the backups and create the tickets automatically at that time. 

Below is a breakdown on all of the options: 

The summary of the ticket created will be automatically generated to include the server name, job name, status and date/time stamp. This is not a configurable option. 

 

Detail Description allows you to set the default description in the ticket that is created: 

 

Create tickets after 1 day for example will create a ticket automatically after 24 hours. If you set this 2 days the backup must fail for 2 days before the system will create the ticket. 

 

 

Time Zone the system should use when creating the tickets. 

Send Time is the time you would like the system to create new tickets for you. 

 

The settings below are all filters and you can use them to narrow down what you'd like to have tickets created for in the system. For example you can see below that I only want tickets created for Servers that are in failure status. 

 

Group By setting allows you to group tickets instead of having 1 ticket created for each backup failure. You can group by Job Name, Device Name or Device Company. 

Device Company - Will create 1 ticket per company for all statuses chosen such as no result, failure or whatever you selected. 

Job Name - Will create 1 ticket per Job Name. If you have 1 Job with 10 VMs only one ticket for the Job will be created and it will list all statuses that meet your criteria you selected. 

Device Name - This will group by Device name so if you have more than 1 job associated with a device name it will only create the one ticket per device name. 

Company & Job - This will group tickets by Job Name at a Company Level. For example if you have a job named "Daily Backup Job" across two different customers it will create two separate tickets, one for each company. 

Company & Device - This will group tickets by Device Name at a Company Level. For example if you have a device named "Server" that exists across more than one customer it will create two separate tickets, one for each company. 

 

Activate Automatic Closing will tell the system to close the ticket automatically once the device status goes back to successful. This will happen as soon as the system processes a successful result. For group tickets by option all devices have to return to normal before we will autoclose the ticket. 

 

 

Once you've chosen the options and filters click Save. 

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