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

Status	Description	Business Logic
Open	Newly created or reopened ticket	Default for new tickets
Pending	Awaiting customer response or information	SLA clock may pause
Resolved	Issue has been fixed	Awaiting customer confirmation
Closed	Ticket is complete	Final state, no further action

Ticket Priority Levels

Priority	Description	Typical SLA
Critical	Complete business outage	1 hour response
High	Major productivity impact	4 hour response
Medium	Single user/workaround exists	8 hour response
Low	Minor issue/enhancement	24 hour response

Ticket Types

Type	Description
Problem	Standard service issue
Request	Service request
Incident	Unplanned interruption
Change	Planned change

Complete Ticket Field Reference

Core Fields

Field	Type	Required	Description
`TicketID`	int	System	Auto-generated unique identifier
`TicketTitle`	string	Yes	Brief issue summary
`Description`	string	No	Detailed description
`TicketPriority`	string	No	Low, Medium, High, Critical
`TicketStatus`	string	No	Open, Pending, Resolved, Closed
`TicketType`	string	No	Problem, Request, Incident, Change

Customer/Contact Fields

Field	Type	Required	Description
`CustomerID`	int	Conditional	Customer reference (required if no EndUserID)
`CustomerName`	string	System	Customer display name
`EndUserID`	int	Conditional	Contact reference
`EndUserEmail`	string	System	Contact email address
`EndUserFirstName`	string	System	Contact first name
`EndUserLastName`	string	System	Contact last name

Assignment Fields

Field	Type	Required	Description
`TechnicianContactID`	int	No	Assigned technician ID
`TechnicianFullName`	string	System	Technician display name
`TechnicianEmail`	string	System	Technician email

Timeline Fields

Field	Type	Required	Description
`TicketCreatedDate`	datetime	System	When ticket was created
`TicketResolvedDate`	datetime	System	When marked resolved
`FirstResponseDate`	datetime	System	First response timestamp
`LastActivityDate`	datetime	System	Last update timestamp
`DueDate`	datetime	No	SLA due date

Source Fields

Field	Type	Description
`TicketSource`	string	How ticket was created (Portal, Email, Agent, API)

API Patterns

Create a Ticket

http

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

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:

json

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

Get Ticket Details

http

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

Response:

json

{
  "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

http

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

json

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

List All Tickets (Paginated)

http

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

Response:

json

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

Get Tickets Modified After Date

http

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

Get Ticket Comments

http

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

Response:

json

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

Create Ticket Comment

http

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

json

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

Get Billable Duration

http

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

Response:

json

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

Get Work Hours

http

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

Response:

json

{
  "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

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

Ticket Resolution Flow

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

Status Transition Validation

code

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

Code	Message	Resolution
400	Invalid ticket ID	Verify ticket exists
401	Unauthorized	Check API key
403	Forbidden	Verify permissions
404	Ticket not found	Confirm ticket ID
429	Rate limited	Wait and retry (700 req/min limit)

Validation Errors

Error	Cause	Fix
Title required	Missing TicketTitle	Add title to request
Invalid priority	Typo in priority value	Use Low, Medium, High, or Critical
Customer not found	Invalid EndUserID	Verify contact exists

Best Practices

•Use descriptive titles - Include affected system and symptom
•Set accurate priority - Use impact/urgency matrix
•Document thoroughly - Add comments for all actions
•Log time promptly - Don't batch at end of day
•Update status regularly - Keep customers informed
•Use internal notes - Separate technical details from customer-facing
•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