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Atera setup

Get an API key, connect it, map customers. Beta.

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Connect Atera so BackupSentinel incidents open, update and resolve Atera tickets. How tickets behave is described in PSA ticketing. The Atera connection is in beta: it follows Atera's published API, and a few answers Atera does not document are checked as they arrive (see Good to know).

Before you start

You need an Atera administrator and a paid Atera plan: Atera does not give API access during its trial. On BackupSentinel you need the Growth or Pro plan (or the free trial).

1. Get an API key in Atera

  1. In Atera, open Admin → Data management → API.
  2. Copy the API key, or create a new one. If you create one, give it Read and Write on Customers, Contacts and Tickets, and set an expiry date you will remember: when the key expires, tickets stop until you enter a new one.
  3. Note the email address of the technician BackupSentinel's notes should be added as, for example a shared backups@yourmsp.com technician.

2. Connect it in BackupSentinel

In Settings → Integrations → PSA ticketing → Atera, enter the API key and the technician email, then choose Connect and test.

3. Map and switch on

MappingNotes
Ticket typeIncident, Problem, Request or Change. Usually Incident.
Status for new ticketsUsually Open.
Status when the backup recoversUsually Resolved. Leave empty to only add a note.
Status when an incident is reopenedUsually Open.
PrioritiesLow, Medium, High or Critical, one for failures and missing backups and one for warnings.

Atera's own statuses (Open, Pending, Resolved, Closed) are offered. Custom statuses cannot be read through Atera's API, so they are not listed.

Then map clients to Atera customers and switch on, as in PSA ticketing.

Good to know

  • Every customer needs a contact. Atera opens a ticket for a contact, not for a customer. BackupSentinel uses the customer's main contact, or its first active contact. A customer without contacts gets no ticket, and the delivery log says so: add a contact in Atera, then retry.
  • Notes are added as the technician you entered, as internal notes unless you turn Keep notes internal off.
  • Atera's API cannot search tickets by title, so when BackupSentinel retries after a timeout it reads the customer's tickets, those in your status for new tickets first, to find the one it created. If Atera has not shown the new ticket yet, the next attempt links it instead of creating another. Each ticket title carries the incident reference (BS-…).
  • Not documented by Atera, and checked on every ticket: the id Atera returns for a new ticket (BackupSentinel reads the ticket back to confirm it) and the ticket link (app.atera.com/new/ticket/<id>).