Atera Triage MCP

Ask your AI assistant "what needs me first?" and get a real answer from your Atera help desk.

An MCP server that turns Atera tickets, devices and alerts into a ranked to-do list for an IT team. It works with Claude Desktop, Claude Code and any other MCP client.

Why another Atera MCP server?

Other Atera MCP servers expose the API one endpoint at a time. That lets an AI read your help desk, but it still has to work out on its own which tickets are urgent, and it sees everything users typed, phone numbers and all.

This server is built for triage, the first job of every help desk morning:

Related MCP server: autotask

Tools

How tickets are ranked

flowchart LR
    A[Open or Pending ticket] --> B{Who spoke last?}
    B -- "IT replied last" --> W[waiting_on_user]
    B -- "No IT reply yet, or user replied after IT" --> C[Score: priority + hours waiting]
    C --> D{Waiting over 24 h or first-response SLA missed?}
    D -- yes --> CR[critical]
    D -- no --> E{Score}
    E -- "≥ 40" --> H[high]
    E -- "< 40" --> N[normal]

Every ranked ticket carries plain reasons, such as first-response SLA missed, waiting on IT over 24 h or user replied 40 min ago, so you can see why it is where it is. The rules live in atera_triage/triage.py as small pure functions and are covered by tests.

Try it in two minutes (demo mode)

With no API key, the server runs on a fictional five-store dealership group: 302 devices, a handful of offline machines, a duplicate new-hire ticket, an overdue termination ticket, and one ticket that tries a prompt injection. Nothing touches a real system.

1. Install uv.

2. Add this to your Claude Desktop config (claude_desktop_config.json):

{
  "mcpServers": {
    "atera-triage": {
      "command": "uvx",
      "args": ["--from", "git+https://github.com/MikeRiveira/atera-triage-mcp", "atera-triage-mcp"]
    }
  }
}

3. Restart Claude Desktop and ask: "Give me my morning brief."

Claude Code users can run:

claude mcp add atera-triage -- uvx --from git+https://github.com/MikeRiveira/atera-triage-mcp atera-triage-mcp

Connect your Atera account

1. In Atera, go to Admin > API and copy your API key.

2. Add it to the config as an environment variable:

{
  "mcpServers": {
    "atera-triage": {
      "command": "uvx",
      "args": ["--from", "git+https://github.com/MikeRiveira/atera-triage-mcp", "atera-triage-mcp"],
      "env": { "ATERA_API_KEY": "your-key-here" }
    }
  }
}

The key stays on your computer: it is read from the environment, sent only to app.atera.com, and never appears in errors or tool output. An Atera API key has full account access, so keep the config file private.

Things to ask

• "Give me my morning brief."

• "What tickets at Harbor Point need me first, and why?"

• "Which store has the most machines offline right now?"

• "Summarize ticket 2043 and draft a reply I can send."

• "Are there any critical alerts?"

• With writes on: "Mark ticket 2045 as pending."

Safety

• Read-only by default. The write tool isn't registered at all unless ATERA_ALLOW_WRITES=true, and every tool carries MCP annotations (readOnlyHint, destructiveHint) so clients can ask before running it.

• Privacy. Contact fields (email, phone) are dropped, requesters appear as "Dana S.", and ticket text is scrubbed of phone numbers, email addresses, SSNs and card numbers before the AI sees it.

• Prompt-injection fencing. Anything an end user wrote is wrapped in <ticket_text> tags, and the server tells the model to treat it as data, never as instructions. Users can't close the fence early.

• Rate limits. Atera allows 700 requests a minute; the client backs off and retries on HTTP 429.

• No extra dependencies. The Atera client uses only the Python standard library; the one dependency is the official MCP SDK.

Development

git clone https://github.com/MikeRiveira/atera-triage-mcp
cd atera-triage-mcp
pip install -e ".[test]"
python -m pytest

Tests cover the ranking rules, redaction and fencing, the API client (pagination, rate-limit retries, a key-safe 401) and every tool in demo mode. They never touch the network.

atera_triage/
  client.py    Atera REST API v3 client (stdlib only)
  triage.py    ranking, site health, alerts, morning brief
  privacy.py   redaction, fencing, short names
  demo.py      fictional sample data for demo mode
  server.py    the MCP tools

Built against Atera's REST API v3. If Atera returns a field under a different name on your account, please open an issue.

License

MIT. Not affiliated with or endorsed by Atera.