Acronis: backup status, alerts and usage per partner, with two actions on tickets

Acronis Cyber Protect Cloud is a backup and cyber protection platform an MSP runs for its partners from one Management Portal. This connector reads that estate into Current so each partner's backup posture sits on their company record before anyone asks for it: which computers are protected and backing up, which are failing or have no protection plan, which agents are offline, the open Acronis alerts, any EDR incidents, and what each partner is using. It is a reporting feed with two exceptions, both on a service desk ticket and both pressed by a person: Run backup now for one computer, and Dismiss for one alert. Current never changes anything else in Acronis.

One definition drives the company card, the Backups panel on a ticket, the backups-failing alert and the dashboards, so they never disagree. A workload counts as failing when Acronis rates its protection status error, critical or needing interaction, or when its last successful backup is more than 48 hours old, or when a backup has run and none has ever succeeded.

• ＋A workload with no protection plan is not counted as failing. Nothing is scheduled to succeed or fail, so it gets its own count, No protection plan, which is often the more urgent problem of the two.
• ＋A protection status Current does not recognise counts as unknown rather than as a pass or a failure. If Acronis adds a new one, Current says so instead of guessing.
• ＋Only computers and virtual machines count toward the company's backup figures and the backups-failing alert. Other workloads get the same verdict on the card, but they are not folded into a machine count.
• ＋If the Acronis connection is not connected, or has not synced in 48 hours, the backups-failing alert treats that company's Acronis computers as unknown rather than failing or healthy, because an old answer is not a current one.
• ＋The verdict is worked out at each sync and stored. The company card, the Backups panel on a ticket, the alert and the dashboards all read that stored figure, so a count on a ticket is the same count the company page shows.

Current shows each usage as the accumulated value Acronis reports for the current month, which is the figure Acronis tells integrations to use, and storage in GiB (1 GiB is 1,073,741,824 bytes, the way Acronis counts it). Acronis refreshes these figures every five to six hours on average and says to use its billing reports, not these counts, for billing. So the card says the same thing: the figures refresh every few hours and are not an invoice figure. Current reads usage once a day. Packs and solution licences show under whatever name Acronis returns for them, because Acronis does not publish a fixed list.

1. 1
   1 · Sign in to the Management Portal at your own top-level tenant

   Sign in as an administrator of your own top-level tenant (Acronis calls it the partner tenant), not inside one of your customers. An API client reaches the tenant of the administrator who creates it and every tenant beneath it, so a client made inside a customer reaches that one customer only, and one made at your top level reaches every customer you manage.
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   2 · Choose which administrator creates it

   The client takes the roles of the administrator who creates it, and they can never be changed afterwards. For the two ticket actions (Run backup now and Dismiss), create it as an administrator whose roles include protection administration (Acronis's protection_admin role). For reporting only, a top-level administrator with Acronis's two read-only roles is enough (accounts_ro_admin, read-only access to the Management Portal, and protection_ro_admin, read-only access to Protection), and the two ticket buttons will then show Acronis's refusal in words. Acronis does not say whether a read-only administrator can open API clients at all; if the portal will not let them, use a full administrator.
3. 3
   3 · Create the client

   Go to Settings, then API clients, then Create API client. Give it a name a colleague will recognise, such as Current.
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   4 · Copy three values now

   Copy the client ID, the secret and the data center URL. Acronis shows the secret once and cannot show it again; if you lose it, reset it in the portal and paste the new one. The data center URL is the address in your browser's address bar while you are signed in, for example https://eu8.acronis.cloud.

1. 1
   Open the Acronis card

   In Current's left menu open Integrations (it sits under Workspace, so Tenant Admins have the link) and find Acronis under Backup & continuity.
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   Paste the three values

   Data center URL, Client ID and Client secret. Current accepts the data center URL with or without https:// and drops anything after the host name, but it must be an https address. There is no list of Acronis data centers to pick from, because Acronis does not publish one. Current only contacts a data center address that leads to a public internet address: if it leads to a private or internal network, Current says so in words and sends nothing to it.
3. 3
   Press Test connection

   Current asks Acronis for a sign-in token with the client, then reads the client's own record to find your top-level tenant. On success the secret is stored server-side only: the browser never sees it again, and it is never written into a web address, a status message or a log.

One connection is one data center and one top-level tenant. If your partners are spread across two Acronis data centers, only one of them can be connected today.

Acronis syncs every 6 hours on a schedule, plus whenever a Tenant Admin presses Sync now on the card. Each run reads your customer list first, so the mapping panel fills on the very first sync, then protection status for every workload, the agents, the alerts (only when Acronis says something changed; the first sync reads back 30 days), and EDR incidents. Usage is read once a day. Acronis publishes no request limit for most of these, so Current sends one request at a time with a pause between them and stops for the run the moment Acronis says it is being asked too often.

In Acronis each end-customer is a customer tenant under your top-level tenant; folders and units are not mapped on their own. Current lists every customer and links each to a company by normalized name, lowercased with punctuation and Inc/LLC/Ltd-style suffixes stripped, when exactly one company matches. When two or more of your companies share that name and the names differ only by a suffix like Inc or LLC, Current links the one that is an active customer, or, if none of them is, the one Current has linked to your PSA. Anything still tied stays unmapped for you to decide rather than being paired on a guess.

1. 1
   Let the auto-matcher run first

   Every sync links each Acronis customer to the one company whose normalized name matches or, when several share the name and differ only by a suffix like Inc or LLC, to the active customer among them (else the one linked to your PSA). Most map themselves; only the ambiguous ones need a hand.
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   Open the mapping panel

   Integrations → Acronis → Manage → Customer mapping. It opens on the Unmapped tab, which lists every customer the matcher could not place.
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   Map a customer to its company

   On an unmapped row press Map, type a few letters of the company, and pick it. That customer's workloads, alerts, incidents and usage attach to the company right away, rather than waiting for the next 6-hour sync.
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   Ignore internal or test customers

   For a customer that should never map to a partner (your own systems, a lab, a demo) press Ignore. It moves to the Ignored tab and stops counting against the card's unmapped badge.
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   Fix a wrong match later

   The Mapped tab lists every linked customer; Unmap corrects a bad auto-match, and the Ignored tab's Un-ignore brings a dismissed one back. A mapping you set by hand is never overwritten by a later auto-match, and neither is a manual unlink.

Where the service desk is switched on, a ticket whose company is matched to an Acronis customer shows a Backups panel in the ticket's side rail, right after Device, and on a phone it is one of the chips above the ticket. In the ticket drawer it sits among the Details cards. It carries a small line saying the figures come from Acronis and when they last synced, then a count of computers, such as 12 computers · 2 failing · 1 agent offline (computers only, and failing is the same figure the company page and the alerts use). Below that it lists the workloads that need attention, worst first, each with its reason in words (Backup failed, Backup is waiting for someone to respond, Last good backup 3 days ago, No good backup on record, No protection plan, Acronis sent a status Current can't read, Acronis reports a backup problem, Agent offline, or Needs a look), and the open Acronis alerts with their severity, type, computer and age. Acronis sent a status Current can't read means the status is new to Current, so it is listed rather than read as healthy; Acronis reports a backup problem means the last sync judged the workload failing and its status has changed since. When more than 25 need attention it says Showing 25 of however many there are. A ticket for a company with no Acronis customer shows no panel at all.

When nothing needs attention, the panel says which of four things is true, so a quiet panel is never mistaken for a clean one. No backup problems for this company appears only when Acronis synced recently and protects at least one workload for them. Otherwise it reads Acronis has not finished its first sync yet, Current can't confirm this company's backups until Acronis syncs again (the connection is stale, has an error or is disconnected), or Acronis protects nothing for this company yet. Each sentence uses whatever your workspace calls the businesses you serve.

• ＋Run backup now sits on a computer's row. After you confirm, naming the computer and its plan, Current asks Acronis to run that computer's own protection plan for that computer only, and sends that request once. The button then reads Backup started and stays off until the panel next refreshes. Acronis runs the backup in the background, and the result shows after the next sync. A computer whose agent is offline has no Run backup now button; the row says the agent is offline, so Acronis can't run a backup now. If no answer comes back from Acronis, the panel says Current can't tell whether the backup started, and to check Acronis before you try again.
• ＋Dismiss sits on an alert's row. After you confirm, Current dismisses that one alert in Acronis and marks it dismissed in Current straight away. Current never uses Acronis's call that dismisses every alert at once.
• ＋Each action adds a line to the ticket's Activity naming who did what to which computer or alert, and is written to the audit log.
• ＋When Acronis refuses, the panel says why. A refusal for permission means the API client was created by an administrator without permission to do this (see step 2 above). An alert Acronis no longer has says so, a busy Acronis asks you to try again later, and a data center address that leads to a private or internal network is refused in words with nothing sent.

Tenant admins, service managers, project managers and engineers see the panel on a ticket they can open, whether or not they have CRM access, and can use the two buttons. Account executives, sales managers and Partner Viewers see no Backups panel on a ticket and get no buttons; the company record's Acronis card is where the sales side reads backups. The actions are refused during a Current support session, while the workspace's billing is frozen, and in a demo workspace, which answers that it is demo data and nothing was sent to Acronis. There is no switch to turn the actions on: they exist only on tickets, and never on the company record.

The scheduled sync checks every request against a fixed list of read addresses before it is sent, matched by method as well as address. That matters with Acronis because several of its writes share an address with a read: the address that lists alerts dismisses every alert when it is sent as a delete, and the address that reads usage changes usage when it is sent as an update. The two ticket actions live in separate code with a list of their own: dismiss one alert by its id, and run one computer's plan. Creating or changing customers, editing plans, deleting workloads, forcing agent updates, and changing an EDR incident's state are in neither list, so none of them can be reached, including by a bug in Current.

• ＋The company record's Acronis card: computers that need attention with the reason for each, computers with no protection plan, agents offline, open alerts, open EDR incidents, and usage with the note that it is not an invoice figure. It has no action buttons.
• ＋The company's backup posture, where protected and failing computers join those from any other backup product you run, and the Microsoft 365 and Google Workspace seats Acronis protects count as protected seats.
• ＋The backups-failing alert on a company, which counts Acronis alongside your other backup products so a company raises one alert whichever tool saw the problem, and clears itself when the count returns to zero.
• ＋The open-critical security alert, when an Acronis EDR incident rated high or critical is still not started or under investigation.
• ＋A service desk ticket, where the service desk is switched on: the Backups panel in the ticket's side rail with Run backup now and Dismiss, for the service desk roles only.
• ＋Dashboard backup and security metrics: failing computers count toward backups failing, and open high or critical EDR incidents toward open critical incidents.
• ＋The backup chapter of a Strategic Business Review.
• ＋Roadmaps, where computers with a failing backup and computers with no protection plan arrive in the Suggested tray.
• ＋The company AI brief, which names failing computers, computers with no plan and open high or critical EDR incidents when there are any.