Backup Tickets

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

1. Open the Management Console.
2. In the Settings menu, select HaloPSA.
3. On Backup tickets tab, select general settings on how to handle Backup Agent tickets
4. Select how the backup tickets will be created or closed.
5. Save the settings.

General Settings

The options you can select for backup tickets are loaded from HaloPSA. If you cannot see any options, first create them in HaloPSA.

1. Select type, category, imoact, urgency, and source for a backup ticket in HaloPSA.
2. Specify the summary title for the ticket that will be created each time when the backup or restore plan fails. The summary must not exceed 100 characters. Excessive characters are truncated. This is a HaloPSA restriction. Use macros to add the values of the specified variables:
   • %USER_NAME%
   • %COMPANY%
   • %USER_EMAIL%
   • %COMPUTER_NAME%
   • %RESULT%
   • %PRODUCT_NAME%
   • %BACKUP_PLAN_NAME%
   • %PLAN_NAME%
   • %PLAN_TYPE%

Backup Ticket Settings

Select how the backup tickets will be created or closed.

1. Create ticket if the backup plan failed:
   • With In progress (plan of action) status with plan of actions
   • With New (not responded) status
   • With Assigned (responded) status
2. Create ticket if the backup plan is overdue:
   • With In progress (plan of action) status with plan of actions
   • With New (not responded) status
   • With Assigned (responded) status
3. Close ticket if the backup plan is complete successfully:
   • With Closed (resolved) status
   • With Closed status