Can I automatically open tickets in my ticketing system when a backup fails?

Bocada Cloud can automatically open a ticket in your ticketing system when a backup job or data collection fails. For API-based ticketing integrations, it can also update an existing ticket with subsequent failures, and auto-close tickets when the backup or data collection succeeds on a later attempt. This is designed to integrate into your existing operational workflow and reduce ticketing "noise." 

Bocada Cloud supports API integrations with leading ticketing systems (e.g. Service Now, Jira, HaloPSA, Autotask and ConnectWise). You can also set up a SMTP configuration using the Custom Email Notification feature to create a ticket in any ticketing system by sending it to an email address associated with your ticketing platform or support inbox. 

Updating & Auto-Closing Tickets

If you are using one of the API-based integrations (Service Now, Jira, HaloPSA, Autotask and ConnectWise), opened tickets will be automatically updated if additional failures occur for the same resource (instead of creating new tickets for each failure). 

Optionally, you can choose to have Bocada Cloud automatically close a ticket it has opened if a backup or data collection succeeds on a later attempt after previously failing. This is configurable when creating a new, or editing an existing, ticketing integration. 

Ticket Triggers

Once you configure ticketing in Bocada Cloud, you will be asked to set up a "Ticket Trigger" to configure when a ticket should be created. 

Trigger Parameters

1 - Trigger Name: You can create multiple ticket triggers for a single ticketing integration; therefore, Bocada Cloud requires you to give each trigger its own name. 

2 - Parameters: Select the parameters for the ticket, including whether you want the same trigger to apply to all Organizations in your account, or only for one or more specific Organizations. Additionally, you can configure if the trigger should apply to all of your connections to backup systems, or to one or more specific connections. 

2a - Trigger Type: you can select whether the trigger will apply to Backup Job Failures or Data Collection Failures (between Bocada Cloud and your backup system). If you're on the Ultimate subscription plan, you can also select a trigger to apply to In-Progress Backup jobs or Veeam Disabled Jobs. 

2b - Trigger #: select how many consecutive attempts before the ticket is generated (e.g. a backup job fails 3 consecutive times and then a ticket is generated). 

2c - Ticket Grouping: these options give you greater control and flexibility in terms of how you would like the tickets to be generated to match your operational workflow. 

3 - Ticket Creation - Static Fields: click the + icon to view a list of ticket data fields from the ticketing platform that you can auto-populate with a specific value when the ticket is created. 

4 - Ticket Creation Failure Notification: you can decide if you want to receive an email if the ticket creation process fails so you are aware and can take steps to remediate.

5 - Create Test Ticket: to check the ticket configuration, you can click the Create Test Ticket button and look in your ticketing system to verify it came through as expected. 

SAVE the Ticket Trigger to enable the ticketing integration to start generating tickets based on the parameters you configured. You can add additional ticket trigger(s) for the same integration as well. 

Ultimate Subscription Plan - Additional Ticketing Options

If you subscribed to the Ultimate plan, or are evaluating Bocada Cloud during the free trial period, you have two additional ticket trigger options:

• In-Progress Jobs: you can generate a ticket or custom email notification if an in-progress backup job is running longer than X hours / X days.

• Disabled Jobs: if you are using Veeam Backup & Replication, you can also generate a ticket if Bocada Cloud detects that a Veeam backup job has been disabled.