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SuperOps setup

Get the API token, connect it, map clients. Beta.

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Connect SuperOps so BackupSentinel incidents open, update and resolve SuperOps tickets. How tickets behave is described in PSA ticketing. The SuperOps connection is in beta: it follows SuperOps' published API reference.

Before you start

You need a SuperOps technician account with permission to create and edit tickets, and BackupSentinel's Growth or Pro plan (or the free trial). If your SuperOps account restricts sign-in by IP address, SuperOps also blocks API access; ask SuperOps support how to allow it.

1. Get an API token in SuperOps

  1. Sign in to SuperOps as the technician BackupSentinel should act as. A dedicated technician, for example "BackupSentinel", keeps its tickets and notes easy to recognise.
  2. Open Settings → My Profile and generate the API token. The token has that technician's permissions.

2. Connect it in BackupSentinel

In Settings → Integrations → PSA ticketing → SuperOps, enter:

  • your SuperOps subdomain (yourcompany from yourcompany.superops.ai),
  • the data centre: us (the default) or eu,
  • the API token,

then choose Connect and test.

3. Map and switch on

MappingNotes
Technician groupOptional: the group new tickets are assigned to.
Status for new ticketsRequired, usually Open or New.
Status when the backup recoversUsually Resolved. Leave empty to only add a note.
Status when an incident is reopenedAn open status.
PrioritiesOne for failures and missing backups, one for warnings, from your SuperOps priorities.

On the Pro plan, each client can have its own technician group.

Then map clients to SuperOps clients and switch on, as in PSA ticketing.

Good to know

  • Tickets are created with the source Integration and BackupSentinel's incident reference (BS-…) as their reference id and in the subject, so a retry after a timeout finds the ticket it created.
  • Notes are private unless you turn Keep notes internal off.
  • SuperOps allows about 100 API requests a minute. Ticket updates for one connection are sent one at a time, and BackupSentinel retries later when SuperOps limits it.
  • SuperOps does not document a link format for tickets, so the ticket appears in Needs attention by its number, without a link.