Backup Tickets

To configure how tne tickets for RMM Agent will be created and managed, perform the following:

1. Open the Management Console.
2. In the Settings menu, select ConnectWise Manage.

3. On RMM Tickets tab, select general settings on how to handle RMM Agent tickets
4. Select how the RMM tickets will be created or closed.
5. Save the settings.

General Settings

The options you can select for backup tickets are loaded from ConnectWise. If you cannot see any options, first create them in the selected ConnectWise Service Board.

1. Select service board on which the backup tickets will appear.
2. Select type, subtype and item parameters for the backup tickets in ConnectWise.
3. Specify the summary title for the ticket that will be created each time when backup or restore plan failed. The summary must not exceed 100 characters. Excessive characters are truncated. This is a ConnectWise Manage restriction. Use macros to add the values of the specified variables:
   • %ALERT_DATE%
   • %PRODUCT_VERSION%
   • %PROVIDER%
   • %COMPANY%
   • %COMPUTER_NAME%
   • %DISPLAY_NAME%
   • %STATUS%
   • %ALERT_TYPE%
   • %MESSAGE%
   • %FULL%

RMM Ticket Settings

Select how the backup tickets will be created or closed.

1. Assign alert status if the alert is generated for the first time:
   • With In progress status with plan of actions
   • With New (not responded) status
   • With Assigned (responded) status
2. Assign alert status if the alert is no longer actual:
   • With Closed (resolved) status
   • With Closed status