This guide will show you how to set up your new Helpdesk Buttons with Atera in as few as 15 minutes.
Atera integration requires three main parts:
1) Get API Key¶
Click the Admin Tab
Next click on the API Tile in the Customer Facing Section
You can view the key by clicking the eye symbol or copy the key to the clipboard using the copy symbol.
Please note that defaults for priority, type, and standing must be set for this integration to work properly.
Anti-Virus and AntiMalware¶
It is not always necessary, but we recommend whitelisting the tier2tickets installation folder (C:\Program Files(x86)\tier2tickets). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. Webroot in particular can cause issues with screenshots.
This is the list of variables that can be accessed when using the Dispatcher Rules.
The ticket priority level (Urgent, Low, ect):
The ticket impact (No impact, Site Down, Crisis):
The issue type (Service Request, Incident, Problem, Alert):
Atera does not support webhooks. We are looking into another system for enabling notifications for this ticket system.