Setting up ticket integration means that the current backup notifications can be automatically sent to Autotask and assigned to specific statuses, priorities, and queues.
The deduplication feature allows you the option of reducing repetitive notifications. When enabled, repeated notifications are consolidated into a single ticket rather than opening a new ticket for each issue.
The deduplication feature groups all the following notifications:
- Backup Complete
- Backup Warning
- Backup Failed
- Backup Missed
- No Recent Backups
Notifications are grouped based on a specific token created from the combination of:
- Username
- ComputerId
- BackupSetId
- ConditionStatus
Notifications are grouped for open tickets only The deduplication feature searches for the latest open ticket with the defined token and adds new related ones. If no open ticket is found, a new ticket is opened, and the duplicate notifications are grouped on it.
The deduplication feature does not apply to legacy tickets. Any ticket created prior to this feature release does not have the special token.
Auto Healing
Requirements: The Deduplication feature must be enabled and the Backup Completed status must be selected on the Map Tickets page to use Auto Healing.
Auto Healing closes tickets automatically if the issue that was generated resolves of itself. Auto Healing searches for all previous tickets from that user on that specific backup-action with statuses different from completed and automatically closes them. This action reduces “noise” and allows you to more easily manage issues for your customers.
Specifically, if a backup fails a fail ticket is created. If the backup runs again and generates a warning for some reason, a warning ticket is created. If the backup runs again the next day with a status complete, then Auto Healing automatically searches for all previous tickets from that user on that specific backup-template with statuses different from completed and automatically closes them.
In Autotask, you need to create a new user-defined field (UDF) named token on the tickets entity to be used with this feature, as shown below. (For procedure, see Enabling Deduplication in Autotask.)
In ECHOplatform, the Ticket page displays the disabled/enabled statuses for the deduplication feature, as shown below. (For procedure, see Enabling Deduplication in ECHOplatform.)
Important: At least 1 ticket needs to be created for disabled/enabled status to display.
Enabled |  |
Disabled |  |