You will be responsible for providing us with two Excel files, which should include the tickets and comments you wish to migrate from your previous vendor to Atera. Please fill in the details according to the instructions provided in this article.

To download the Excel files, please click the links below:

• Ticket CSV
• Comments CSV

Make sure that all technicians and contacts have already been added to your Atera account. Failing to do so may result in tickets not being migrated successfully.

Make sure that all technicians and users have already been added to your Atera account. Failing to do so may result in tickets not being migrated successfully.

We recommend that you wait until the ticket migration is fully completed before beginning to use Atera's ticketing system.

In addition to the steps outlined above, it is essential to grant access to your account using an access token. This token is necessary for the authentication process during the data migration to your account and for verifying that the migration has been completed successfully. Please note that the access token's validity will expire after 5 days.

• Grant Support Access

To ensure a smooth transition when migrating tickets from your previous system to Atera, please follow the instructions provided in the following sections.

Migration process and preparation

Please follow the process of importing all end-users into Contact and adding all relevant technicians to Atera.

Please follow the process of importing all end-users into Users and adding all relevant technicians to Atera.

Add end-users

End-users are imported into Contacts using one of the following methods:

End-users are imported into Users using one of the following methods:

• Manual Entry: Individual end-users are added manually to ensure accuracy. Manage contacts
• Manual Entry: Individual end-users are added manually to ensure accuracy. Manage users
• Bulk Import via CSV: When dealing with a large number of end-users, a CSV file is used to streamline the process. Import data to Atera
• Direct Import from Azure AD: For organizations utilizing Azure Active Directory, end-users are imported directly from Azure AD, ensuring seamless integration. Azure AD Integration

Add technicians

You have to make sure that all technicians need to be imported into your Atera account.

Please see the following article to see how to add technicians to Atera:

• Manage technicians

In case you have a higher number of technicians than current licenses, you have a couple of workarounds.

• Managing License Limitations: If there aren’t enough licenses available for all the technicians listed in the CSV files, a temporary workaround is implemented. An existing technician is temporarily disabled to free up a license, allowing for the addition of a new technician. This process is repeated as needed, with each new technician being added, temporarily disabled, and then re-enabled. Finally, the initially disabled technician is reactivated to restore full operational capacity.

• Reassignment of Entries: In cases where an end-user or technician is not intended to be listed in Atera, they are reassigned within the CSV files to another end-user or technician already present in Atera. This ensures that all necessary personnel are correctly categorized, with no unintended entries included.

Handling Unassigned Technicians

It is important to note that any ticket entries in Atera where the technician field is left empty will result in those tickets being unassigned. This is a key consideration for maintaining effective ticket management and ensuring that all tasks are properly allocated.

By carefully following these steps, the import process is organized and efficient, providing a solid foundation for ongoing system management.

Format requirements for tickets.csv

Below we will list the format and requirements as well as all needed details in order to fill in the tickets.csv file.

Format requirements for comments.csv

Below we will list the format and requirements as well as all needed details in order to fill in the comments.csv file.

After both CSV files have been completed, please contact your Professional services representative or your Customer success manager.