Our Alert on failure allows an MSP or Service provider to create a ticket on send an email notification immediately if a failure comes through on a backup. In addition to creating a ticket you can also group the tickets based on whatever settings you would like to group them such as Job Name or Device Name, etc.
The options shown below are where you enable the Alert on Failure option. This can be done for a single backup or you can edit them in bulk from the Edit Policies screen or the Audit page. Once you select Alert on Failure you have two additional options. Create ticket will create a ticket in your PSA if you have setup an integration to one of our supported PSAs such as ConnectWise or Autotask. Additionally you can tell the system how to group them. A definition of the options is below:
Policy - Creates an alert/ticket for each individual policy so this will generate a lot of tickets or emails when a failure occurs if all are set this way. (The equivalent Automatic Ticket option is to just turn the grouping off)
Company - This will create 1 ticket per Company and show any failures in that ticket.
Job Name - This will group by Job Name throughout the system. If you have the same Job Name across multiple companies though you will not want to use this setting.
Device Name - This will group the tickets based on the Device Name. For example if you have one device name with 3 jobs it will just create the one ticket and show the jobs that failed in the ticket.
This will create duplicate tickets alongside your automatic ticket settings unless this group setting matches the setting for your automatic ticket settings.
You can also select an email notification that will send a separate email notification if the backup should fail to whatever email address you list.
When you turn Alert on Failure you will now have an additional two options shown below:
Number of failures within 24 hours: Can be used by setting the number of failures that must come through before the system triggers an action like creating a ticket or sending an email notification to someone.
Example: I you want to be notified if the backup fails 5 times within a 24 hour period, you would turn on Alert on Failure, then set the Number of Failures within 24 hours to 5.
Sequential Failures: This tells the system that they must be sequential failures (5 in a row) before a ticket gets generated or an email gets sent out.