atera-ticketslisted

# 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 | 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**