atera-tickets

# 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 | | `TicketTitl...