Atera Tickets

Atera Ticket Management

Overview

Atera tickets are the core unit of service delivery in the RMM/PSA platform. Every client request, incident, and service call flows through the ticketing system. This skill covers comprehensive ticket management including creation, updates, comments, and time tracking.

Anti-triggers

• The MSP's system-of-record helpdesk — plenty of shops run Atera for RMM and a separate PSA for service desk. If tickets live elsewhere, use connectwise-psa-tickets, autotask-tickets, halopsa-tickets, syncro-tickets, or superops-tickets; a ticket created in the wrong system is a ticket nobody is watching.
• The alert behind the ticket — alert-to-ticket conversion rules and the alert side of that workflow are atera-alerts.

Ticket Status Values

Ticket Priority Levels

Ticket Types

Complete Ticket Field Reference

Core Fields

Customer/Contact Fields

Assignment Fields

Timeline Fields

Source Fields

API Patterns

Create a Ticket

POST /api/v3/tickets
X-API-KEY: {api_key}
Content-Type: application/json

{
  "TicketTitle": "Unable to access email - multiple users affected",
  "Description": "Sales team (5 users) reporting Outlook disconnected since 9am",
  "EndUserID": 67890,
  "TicketPriority": "High",
  "TicketType": "Problem",
  "TechnicianContactID": 12345
}

Response:

{
  "ActionID": 54321,
  "TicketID": 54321,
  "TicketTitle": "Unable to access email - multiple users affected"
}

Get Ticket Details

GET /api/v3/tickets/{ticketId}
X-API-KEY: {api_key}

Response:

{
  "TicketID": 54321,
  "TicketTitle": "Unable to access email - multiple users affected",
  "TicketStatus": "Open",
  "TicketPriority": "High",
  "TicketType": "Problem",
  "CustomerID": 12345,
  "CustomerName": "Acme Corporation",
  "EndUserID": 67890,
  "EndUserFirstName": "John",
  "EndUserLastName": "Smith",
  "EndUserEmail": "john.smith@acme.com",
  "TechnicianContactID": 11111,
  "TechnicianFullName": "Jane Tech",
  "TicketCreatedDate": "2024-02-15T09:00:00Z",
  "TicketSource": "Email"
}

Update a Ticket

POST /api/v3/tickets/{ticketId}
X-API-KEY: {api_key}
Content-Type: application/json

{
  "TicketStatus": "Resolved",
  "TicketPriority": "Medium"
}

List All Tickets (Paginated)

GET /api/v3/tickets?page=1&itemsInPage=50
X-API-KEY: {api_key}

Response:

{
  "items": [...],
  "totalItems": 2847,
  "page": 1,
  "itemsInPage": 50,
  "totalPages": 57
}

Get Tickets Modified After Date

GET /api/v3/tickets/statusmodified?modifiedAfter=2024-02-01T00:00:00Z
X-API-KEY: {api_key}

Get Ticket Comments

GET /api/v3/tickets/{ticketId}/comments
X-API-KEY: {api_key}

Response:

{
  "items": [
    {
      "CommentID": 11111,
      "TicketID": 54321,
      "CommentText": "Initial triage: Checking Exchange connectivity",
      "CommentDate": "2024-02-15T09:15:00Z",
      "CreatorContactID": 12345,
      "IsInternal": true
    }
  ]
}

Create Ticket Comment

POST /api/v3/tickets/{ticketId}/comments
X-API-KEY: {api_key}
Content-Type: application/json

{
  "CommentText": "Identified root cause - Exchange certificate expired",
  "IsInternal": false
}

Get Billable Duration

GET /api/v3/tickets/{ticketId}/billableduration
X-API-KEY: {api_key}

Response:

{
  "TotalBillableDuration": 3600,
  "TotalBillableHours": 1.0
}

Get Work Hours

GET /api/v3/tickets/{ticketId}/workhours
X-API-KEY: {api_key}

Response:

{
  "items": [
    {
      "WorkHourID": 22222,
      "TicketID": 54321,
      "TechnicianContactID": 12345,
      "StartDate": "2024-02-15T09:00:00Z",
      "EndDate": "2024-02-15T10:30:00Z",
      "Duration": 5400,
      "IsBillable": true,
      "Notes": "Initial investigation and resolution"
    }
  ]
}

Common Workflows

Ticket Creation Flow

1. Receive request - Via portal, email, phone, or API
2. Validate customer - Ensure customer exists in system
3. Set priority - Based on impact and urgency
4. Assign technician - Route to appropriate team member
5. Send acknowledgment - Notify customer of ticket creation

Ticket Resolution Flow

1. Investigate issue - Document findings in comments
2. Implement fix - Perform remediation steps
3. Log time - Record billable/non-billable hours
4. Update status - Set to Resolved
5. Notify customer - Send resolution summary

Status Transition Validation

Open ──────────────────────────────> Closed
  │                                     ↑
  ↓                                     │
Pending ──────────────> Resolved ──────┘
  │                         ↑
  └─────────────────────────┘

Rules:

• Cannot skip directly from Open to Closed (must resolve first)
• Resolved tickets can be reopened to Open
• Pending can transition to any status

Error Handling

Common API Errors

Validation Errors

Best Practices

1. Use descriptive titles - Include affected system and symptom
2. Set accurate priority - Use impact/urgency matrix
3. Document thoroughly - Add comments for all actions
4. Log time promptly - Don't batch at end of day
5. Update status regularly - Keep customers informed
6. Use internal notes - Separate technical details from customer-facing
7. Link related tickets - Reference previous issues

Related Skills

• Atera Customers - Customer and contact management
• Atera Alerts - Alert to ticket conversion
• Atera API Patterns - Authentication and pagination