This article describes how to manually create a ticket via the menu bar (at the top of every Atera page).

Note: You can manually create new tickets from multiple locations within Atera, including the Tickets page, the Tickets tab within the Site page, and via alerts on the Alerts page

Note: You can manually create new tickets from multiple locations within Atera, including the Tickets page, the Tickets tab within the Customer page, and via alerts on the Alerts page

To create a new ticket:

1. From the menu bar, click New > Ticket.

The New ticket page appears.

2. Fill in the ticket details.

Note: An asterisk (*) indicates a mandatory field.

• Ticket creation and scheduling:
  • Site: Select a site.
  • Customer: Select a customer.
  • User *: Start typing and autocomplete will help you out.
  • 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 add supporting attachments.
  • Include ticket creation in work time: The 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. 
  • You can schedule the ticket to pop up at a later date using Atera's AI ticket scheduler.
• Ticket assignment and type:
  • Group: Assign a technician group to the ticket (Tier 1, HR, etc).
  • Assign Technician: Assign a technician to work on the ticket.
  • Type: Select Incident, Problem, Request, or Change.
  • Contract: Select the contract (The dropdown will populate based on the selected customer/contact).
• Ticket properties:
  • Form template: Select a ticket form template to include fields tailored to a specific situation.
  • Priority: Select Low, Medium, High, or Critical.
  • Impact: Select No Impact, Minor, Major, Site Down, Server Issue, or Crisis.
  • Product family: Select any product family custom fields (visible only if included in the selected form template).
  • Custom fields: Select any additional custom fields configured for tickets (visible only if included in the selected form template).

3. Click Create.

The new ticket will appear on the Tickets page. To communicate with other technicians or end users, view ticket activity, updates, and more, see Handle a ticket