Manually Create a Ticket

This article describes how to manually create a ticket in Atera.

1. Click the New button in the menu bar at the top-left of the screen and select Ticket from the dropdown menu.

Note: You can manually create a New ticket from multiple locations within Atera including from the Tickets page, and the Tickets tab within the Site's page (Sites > Select site > navigate to Tickets tab).

Note: You can manually create a New ticket from multiple locations within Atera including from the Tickets page, and the Tickets tab within the Customer's page (Customers> select customer > navigate to Tickets tab).

The New Ticket page appears.

2. Enter the relevant details under Ticket creation and scheduling using the dropdowns. An * indicates a mandatory field:

• Site - Select a site.
• *User - Start typing and autocomplete will help you out.
• *Ticket Title - Give the ticket a title or name (i.e. 'Print Issues').
• Ticket Description - Provide any important information about the issue and optionally add supporting attachments.

• Customer - Select a customer.
• *Contact - Start typing and autocomplete will help you out.
• *Ticket Title - Give the ticket a title or name (i.e. 'Print Issues').
• Ticket Description - Provide any important information about the issue and optionally add supporting attachments.

3. The Include ticket creation in work time counter tracks the time it took to create the ticket, and counts it towards work performed on the ticket. Uncheck this box if you don't want to include the time spent opening the ticket.

4. You can schedule the ticket to go live at a later time, or even create recurring tickets by checking the Schedule Ticket box. Learn more

5. Fill out the details under Ticket assignment and type.

• Assign Technician - Assign a technician to work on the ticket.
• Ticket Type - You can select the ticket type (Incident, Problem, Request or Change).

• Assign Technician - Assign a technician to work on the ticket.
• Ticket Type - You can select the ticket type (Incident, Problem, Request or Change).
•  Contract - The dropdown list of contracts will populate based on the selected customer/contact.

6. Fill out the details under Ticket properties. 

• Ticket Priority - You can select the ticket priority level (Low, Medium, High or Critical).
• Ticket Impact - You can select the ticket impact (No Impact, Minor, Major, Site Down, Server Issue, Crisis).
• Product family - If you have populated the product family custom field, you can select the relevant product family from the dropdown menu. Learn more
• Custom fields - If you have any additional custom fields configured for tickets, you can add the relevant information. 

• Ticket Priority - You can select the ticket priority level (Low, Medium, High or Critical).
• Ticket Impact - You can select the ticket impact (No Impact, Minor, Major, Site Down, Server Issue, Crisis).
• Product family - If you have populated the product family custom field, you can select the relevant product family from the dropdown menu. Learn more
• Custom fields - If you have any additional custom fields configured for tickets, you can add the relevant information. 

7. Click Create. The Tickets page will update, and your new ticket will be displayed. Learn how to handle a ticket