Is Atera Tickets safe to install?

SaferSkills independently audited Atera Tickets (Agent Skill) and scored it 100/100 (green). The audit ran 55 deterministic rules across Security, Supply Chain, Maintenance, Transparency, and Community; it found 0 high-severity and 0 lower-severity findings. The full rule-by-rule trace and per-finding evidence are below. Free, methodology-open.

CategoryWeightCategory scoreContribution

Securityprompt, exec, net, exfil, eval

35%

100

35.0 pts

Supply chainhash, typosquat, maintainer, lockfile

20%

100

20.0 pts

Maintenancestaleness, pinning, CI

15%

100

15.0 pts

TransparencySKILL.md, perms, README

15%

100

15.0 pts

Communityinstalls, verify, response

15%

100

15.0 pts

Findings & checks · 0 flagged

Securityscore 100 · 0 findings

✓—All security checks passedNo findings in this category for the latest scan.pass

Supply chainscore 100 · 0 findings

✓—All supply chain checks passedNo findings in this category for the latest scan.pass

Maintenancescore 100 · 0 findings

✓—All maintenance checks passedNo findings in this category for the latest scan.pass

Transparencyscore 100 · 0 findings

✓—All transparency checks passedNo findings in this category for the latest scan.pass

Communityscore 100 · 0 findings

✓—All community checks passedNo findings in this category for the latest scan.pass

The primary manifest — the file an agent reads to learn what this artifact does.

msp-claude-plugins/atera/atera/skills/tickets/SKILL.md · 1 file

msp-claude-plugins/atera/atera/skills/tickets/SKILL.md9.1 KB · Markdown

name: "Atera Tickets"

description: >

Use this skill when working with Atera tickets - creating, updating,

searching, or managing service desk operations. Covers ticket fields,

statuses, priorities, comments, work hours, and billing duration.

Essential for MSP technicians handling service delivery through Atera.

when_to_use: "When creating, updating, searching, or managing service desk operations"

triggers:

- atera ticket

- service ticket atera

- create ticket atera

- ticket status atera

- ticket priority atera

- atera service desk

- ticket comments

- work hours atera

- billable hours

- resolve ticket atera

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

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": "[email protected]",
  "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

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

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

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

Atera Tickets— agent skill

Is Atera Tickets safe to install?

Atera Ticket Management

Overview

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

Get Ticket Details

Update a Ticket

List All Tickets (Paginated)

Get Tickets Modified After Date

Get Ticket Comments

Create Ticket Comment

Get Billable Duration

Get Work Hours

Common Workflows

Ticket Creation Flow

Ticket Resolution Flow

Status Transition Validation

Error Handling

Common API Errors

Validation Errors

Best Practices

Audit the pieces. Scan the whole. Decide.

Is Atera Tickets safe to install?

Atera Ticket Management

Overview

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

Get Ticket Details

Update a Ticket

List All Tickets (Paginated)

Get Tickets Modified After Date

Get Ticket Comments

Create Ticket Comment

Get Billable Duration

Get Work Hours

Common Workflows

Ticket Creation Flow

Ticket Resolution Flow

Status Transition Validation

Error Handling

Common API Errors

Validation Errors

Best Practices

Related Skills

Audit the pieces. Scan the whole. Decide.