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Ticket Timer Automation rule

Please allow me to trigger with Automation rules the ticket timer, the automatically start timer on ticket open is not an accurate way to track time. My Goal is to set automation flows that automatically start and pause the timer based upon my ticket status.

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Derek Foley shared this idea  ·   ·  Report…  ·  Admin →
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Future Consideration  ·  AdminDmitry Lukyanenko (Admin, Atera) responded  · 

Hi,

Thank you for your valuable suggestion. While we won't be implementing this idea in the immediate future, it has been added to our list for future consideration.


We continuously review user feedback to inform our development priorities, so your idea remains on our radar. You are also welcome to review the most recent comment added from our Product Marketing Team.


http://atera.uservoice.com/forums/936306/suggestions/50683820


Best regards,

The Atera Team


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  • AdminDmitry Lukyanenko (Admin, Atera) commented  ·   ·  Report

    Hello Derek, thanks for your request!

    Where we are today:

    Webhooks exist now (Webhooks are available for Enterprise & SuperPower plans). You can trigger a webhook from Ticket Automation Rules on status changes.
    The native timer itself can’t be started/paused by rules yet.

    KB on the matter: https://support.atera.com/hc/en-us/articles/13688068743964-Webhooks#Createwebhook

    What’s coming shortly:

    - The API endpoint to add work hours to a ticket (POST /v3/tickets/{ticketId}/workhours) is planned to be shipped shortly.
    - Once live, you’ll be able to combine status-change webhooks (Webhooks are available for Enterprise & SuperPower plans). with this API to automatically create start/stop time entries based on your ticket statuses (e.g., In Progress → start, Pending/On Hold → pause, Resolved → stop).
    - This won’t “press” the in-app timer button, but it will record accurate time in Atera for reporting and billing.

    High-level setup (when the API is live):
    - Automation Rule: On status change → Send Webhook (ticketId, newStatus, technician, timestamp).
    - Small relay (serverless/app) receives the webhook (Webhooks are available for Enterprise & SuperPower plans). and calls /workhours to write the appropriate time entry (billable flag, notes, rate as needed).
    - Keep in mind the simple safeguards to avoid duplicates if a tech also logs time manually.

    ++
    Dima L
    Technical Product Marketing Manager
    Atera

    (Edited by admin)