Tickets automatically created from alerts - default ticket type

graham.byars

Hi,

I'm new to Atera, so am just getting up to speed.

What I notice is that Tickets automatically created from Alerts seem to assign ticket type as Problem.

Is there a way to define this, I'd like to change it to Incident?

I have looked in the instructions for Admin > Monitoring and Automation > Alert Settings.
I can't see any way to assign a default ticket type to a ticket automatically created from an alert.

Thank you for any help you can give.

Graham

mjones

You can do this with the API, not with the GUI afaik.

https://app.atera.com/apidocs#!/Ticket/Ticket_Post

graham.byars

Thank you mjones.

I appreciate the information.

For me, this seems wrong on Atera's part - an alert raising a ticket should be an incident (according to ITIL) not a problem.
It is a single report of something not performing as expected.

It only becomes a problem if there are repeated incidents - and we perhaps merge several alert tickets into one Problem ticket requiring root cause analysis.

dragos.t

Hello @graham.byars,

I hope you are doing well,

Your feedback about the classification of tickets created from Alerts has been forwarded to the relevant department. Thank you for bringing this up.

Currently, there is no built-in way to change the type of a ticket in our settings. However, there is a workaround, you could try to use ticket automation rules to change the type of a ticket created automatically from Alerts.
For example, use the Condition, Source > Alerts, then the action Set field value>Ticket type>Incident or your desired type.

The trigger needs to be "New ticket created". For more details about Ticket automation rules, please visit:https://support.atera.com/hc/en-us/articles/360018434920-Ticket-automation-rules
Please let us know if we can help you with anything else.

graham.byars

Hi Dragos,

Thank you so much for this, being new to Atera I haven't used the ticket automation yet.
But I will implement this as my first rule.

Thanks again

graham.byars

Hi,

As a follow-on to this thread, I have created rules to make every ticket that is created, regardless of source, begin life as an incident.

However, I am still getting tickets created by Alerts being created as "Problems".

My rule is in the screenshot below.

Does anyone know what I am doing wrong, or do the ticket rules not always work?

This is frustrating, as a new ticket should never be immediately seen as a "Problem" according to ITIL definition.

dragos.t

Hello @graham.byars,

It is difficult to understand why this is happening since we don't have access to other rules that might interfere with the one you provided.

Please consider opening a ticket with our support team so they can assist with this.

Contact Customer Support – Atera Support