Autotask PSA: tickets, SLA events and contracts
How Autotask PSA does the everyday work: ticket types and categories, how tickets reach queues from email and RMM alerts, how SLA events are recorded from status changes, and how roles, work types and the six contract types turn time into money through Approve and Post.
- Level
- Intermediate
- Length
- About 50 minutes
- Contents
- 3 lessons · final exam
- Status
- Published · updated 1 Oct 2026
- Autotask PSA
Skills you'll practise
- Choose the right Autotask ticket type, and explain what ticket categories change
- Explain how status changes record the First Response, Resolution Plan, Waiting Customer and Resolved SLA events
- Predict which SLA a ticket gets from its category, contract, service or device
- Describe how each of the six contract types bills, including block hour multipliers and overages
- Explain how role, work type, billable setting and contract decide the rate on a time entry
Course outline
- 1.Tickets in AutotaskLesson · 15 min
- 2.SLA events from status changesLesson · 17 min
- 3.Time to moneyLesson · 18 min
- 4.Autotask PSA: tickets, SLA events and contracts: knowledge checkKnowledge check · 14 questions
- 5.Final exam9 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Autotask PSA Help: Introduction to tickets (ticket types, ticket numbers, tickets vs projects, ticket categories)
- Autotask PSA Help: Introduction to service level management (SLA events First Response, Resolution Plan, Waiting Customer, Resolved)
- Autotask PSA Help: Applying service level agreements
- Autotask PSA Help: Time to Money: Contracts (the six contract types, block hour multipliers, overages)
- Autotask PSA Help: Factors that determine hourly rates (role, work type, contract, Approve and Post)
- Autotask PSA Help: Alert workflow (RMM alerts creating tickets, Incoming Email Processing, workflow rules)
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.