Atera

Works with: Atera (cloud). What SafeHanded does in Atera: private comments on every step · a customer-visible comment for link delivery · close-to-purge · request from a ticket (deep link).

Before you start

An Atera admin on a paid plan (the API isn’t available on Atera’s free trial), and a SafeHanded Owner/Admin on the Team plan or above.
About ten minutes.

1. Connect

In Atera, go to Admin → Data management → API. Older accounts show a single API key (reveal it with the eye icon); newer accounts show an API tokens list — click New token. (Atera API guide)
In SafeHanded: Settings → Integrations, choose Connect and pick Atera. Give the connection a name and paste the API key (Atera is cloud-only, so there’s no URL), then click Connect and test.

2. Close detection

Nothing to set up, on any paid Atera plan. SafeHanded polls Atera for status changes, so resolving or closing a ticket purges its credential on the next poll. SafeHanded re-reads the ticket via the API before anything is purged — see how ticketing works.

3. Request from a ticket (deep link)

Atera has no button that opens a web address with the ticket in it, so a request can’t open already linked to an Atera ticket. Use a browser bookmark instead; SafeHanded’s ticket picker then finds the Atera ticket.

In your browser, bookmark the link below, for example as New SafeHanded request.
On an Atera ticket, click the bookmark, then search for the ticket in the New request window’s ticket picker and pick it.

https://safehanded.com/app/requests/new

To copy this link, open Settings → Integrations, select your Atera integration and go to its Activity tab.

Alternatively, add an HREF custom field to the Atera ticket form that points at the same link.

Choosing a preset (optional). A preset is a saved request — the reason, how long the credential is kept, who receives it and how the link is sent. To start from one, add ?preset= and the preset’s slug to the end of the link, for example ?preset=password-reset. Each preset’s slug is shown, with a copy button, under Settings → Request presets. With no preset in the link, SafeHanded uses the client’s default preset, then the organisation default (Settings → Policy → Default preset for new requests), and otherwise the policy defaults.

No click at all. Point an Atera automation Web Request (Enterprise tier) at a generic webhook integration’s trigger URL (Settings → Integrations → Generic webhook) with the SafeHanded trigger body; SafeHanded then creates the request with no one present. Atera automation web requests need Atera’s top tier — Enterprise on the IT-departments plans or Superpower on the MSP plans. This needs a second ticketing integration (the generic webhook), which the MSP plan allows; the Team plan includes one ticketing integration. A request created this way is linked through the generic webhook integration, so its close-to-purge follows that integration’s setup, not Atera’s polling.

4. Status mapping

The default map covers Atera’s stock statuses — Open → open, Pending → pending, Resolved → resolved, Closed → closed. Custom statuses show as unknown (never purge) until mapped under Status mapping on the integration’s Configuration tab.

5. What technicians see

Private comments (internal): created · submitted · (optionally) revealed · destroyed · expired · revoked · rotation recommended.
Public comment (if the preset delivers in-ticket): the secure link and a one-line explanation — never the challenge code.

Troubleshooting

Symptom	Cause / fix
Test connection fails	Check the API key (Admin → Data management → API) is active, and that your Atera plan is a paid one.
Picker misses an older ticket	Atera has no server-side search; the picker matches the 50 tickets Atera returns first, by title or ticket ID. Open the new-request link with `?ticket=` and the ticket’s ID added to link an older ticket.
“Unknown status” on the card	Map the status under Status mapping on the integration’s Configuration tab.