/update-ticket

description: Update fields on an existing Atera ticket
argument-hint: "<ticket_id> [status] [priority] [technician_email] [ticket_type] [impact]"
arguments: [ticket_id, status, priority, technician_email, ticket_type, impact]

Update Atera Ticket

Update fields on an existing Atera ticket including status, priority, technician assignment, and ticket type.

Prerequisites

• Valid Atera API key configured
• Ticket must exist in Atera
• User must have ticket update permissions

Steps

1. **Validate ticket exists**

   curl -s -X GET "https://app.atera.com/api/v3/tickets/{ticket_id}" \
     -H "X-API-KEY: $ATERA_API_KEY" \
     -H "Accept: application/json"

• Return error if ticket not found (404)
• Store current ticket state for comparison

2. **Resolve technician if provided**

   curl -s -X GET "https://app.atera.com/api/v3/technicians" \
     -H "X-API-KEY: $ATERA_API_KEY" \
     -H "Accept: application/json"

• Search for technician by email
• Return error if technician not found

3. **Build update payload**

• Only include fields that are being changed
• Map status to Atera status values
• Map priority to Atera priority values

4. **Update the ticket**

   curl -s -X PUT "https://app.atera.com/api/v3/tickets/{ticket_id}" \
     -H "X-API-KEY: $ATERA_API_KEY" \
     -H "Content-Type: application/json" \
     -d '{
       "TicketStatus": "<status>",
       "TicketPriority": "<priority>",
       "TechnicianContactID": <tech_id>,
       "TicketType": "<ticket_type>",
       "TicketImpact": "<impact>"
     }'

5. **Return updated ticket details**

• Ticket ID and title
• Changed fields with before/after values
• Direct link to ticket

Parameters

| Parameter | Type | Required | Default | Description | |-----------|------|----------|---------|-------------| | ticket_id | integer | Yes | - | The Atera ticket ID to update | | status | string | No | - | Open, Pending, Resolved, Closed | | priority | string | No | - | Low, Medium, High, Critical | | technician_email | string | No | - | Email of technician to assign | | ticket_type | string | No | - | Problem, Request, Incident, Change | | impact | string | No | - | Minor, Major, Crisis, No Impact |

Examples

Update Status

/update-ticket 12345 --status "Pending"

Update Status and Priority

/update-ticket 12345 --status "Pending" --priority High

Assign Technician

/update-ticket 12345 --technician_email "john.doe@msp.com" --ticket_type "Incident"

Update Impact and Resolve

/update-ticket 12345 --impact "Major" --status "Resolved"

Output

Ticket Updated Successfully

Ticket ID: 12345
Title: Email not working

Changes Applied:
- Status: Open -> Pending
- Priority: Medium -> High

Customer: Acme Corporation
Assigned To: John Tech

URL: https://app.atera.com/new/rmm/ticket/12345

Error Handling

Ticket Not Found

Ticket not found: 12345

Please verify the ticket ID and try again.

Invalid Status

Invalid status: "In Progress"

Valid statuses: Open, Pending, Resolved, Closed

Technician Not Found

Technician not found: "john.doe@msp.com"

Available technicians:
- jane.smith@msp.com
- mike.jones@msp.com
- sarah.tech@msp.com

No Changes Specified

No changes specified for ticket 12345

Please provide at least one field to update:
--status, --priority, --technician_email, --ticket_type, --impact

Rate Limit Exceeded

Rate limit exceeded (700 req/min)

Waiting 30 seconds before retry...

Insufficient Permissions

Permission denied: Cannot update ticket 12345

Contact your administrator to verify your permissions.

API Patterns

Get Ticket Details

GET /api/v3/tickets/{ticketId}
X-API-KEY: {api_key}

Update Ticket

PUT /api/v3/tickets/{ticketId}
X-API-KEY: {api_key}
Content-Type: application/json

{
  "TicketStatus": "Pending",
  "TicketPriority": "High",
  "TicketType": "Incident",
  "TicketImpact": "Major"
}

List Technicians

GET /api/v3/technicians
X-API-KEY: {api_key}

Related Commands

• `/create-ticket` - Create a new ticket
• `/log-time` - Log work hours on a ticket
• `/search-agents` - Search for RMM agents