On completion of the configuration of HaloPSA, successful integration with Cove Data Protection (Cove), and creation of the PSA Ticket notification, Cove will automatically create ticket in HaloPSA of Type: Incident when backups fail or complete with errors for any Cove managed devices. Actions and comments are added in the same HaloPSA ticket for multiple backup failures or completed with errors for the same device if the HaloPSA ticket status is not Closed.
If ticket creation fails for any technical reason, a fallback email is sent to the internal recipient that was configured in the Notification rule with details of the device failure.
In such cases, the Reseller must review the Integration configurations to fix any configuration related issues.
Ticket Content
An HaloPSA ticket created from Cove contains the following information:
- Type: Incident
- Status: New
- Subject: The automatically generated subject as displayed in the PSA Ticket notification configuration
- Description: Comprehensive details including:
- Device Overview
- Session Details
- Relevant actions containing a link to the CoveBackup Manager for detailed investigation
- Assigned Agent: Unassigned
- Category: Cove Data Protection
- Customer: Associated HaloPSAcustomer
- Impact: As per the impact and urgency table
- Urgency: As per the impact and urgency table
- SLA Determination: HaloPSA calculates this based on impact and urgency
| Device Type | Impact | Urgency |
|---|---|---|
| Server | Company Wide | High |
| Microsoft 365 | Multiple Users Affected | Medium |
| Workstation | Single User Affected | Low |
Ensure to have the above field list available for TicketType=Incident in HaloPSA. Ticket creation will fail if any of these fields are missing for Type Incident. Navigation : Configuration > Tickets > Ticket Types