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.

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. **D