You provide a limited license to your customer for the purposes of enabling some level of IT support or support assistance such as tracking and prioritization

How are you using the Roles' functionality? Would you like us to add any new permissions? Would you like us to add any default roles? Share your needs...we're listening!

It would be great for a tech to be able to set themselves as 'out of office' if they're away for any period of time. This way if a client updates a ticket assigned to that tech we can have an automation rule unassign the ticket so someone else can deal with it.

At present the only way to do this is either, have someone watching that tech's tickets, or unassign jobs before leaving for a holiday/sickness. The process is too manual.

More granular user permissions. A lot of things now require the highest admin rights which should really be reserved for the owner. Also, it would be nice if the folders for client devices allowed granular permissions, that way certain techs could have access to some client devices but not all.

Not all technicians should have the same privileges per customer, folder, or machine.

We need the ability to limit level 1 or outsourced technicians from running scripts, accessing a remote command prompt or PowerShell.

Currently, all technicians have SYSTEM account access to all endpoints.

This is a major security concern!

Currently, any technician can reset or create admin credentials.

This includes Active Directory domain controllers.

Entering the following commands from a remote command prompt will grant all technicians domain admin rights.

net user administrator /active:yes
net user administrator $NewPassword$

I think it would be good if there were separate permissions to edit the knowledge base without being a full administrator. A process description does not have to open up the possibilities in the same way as the right to extend a license.

I think it would be a good idea to be able to hide these tabs for certain roles
EG we have a client that has an onsite technician and he has access to our ticketing system I do not want him to be able to see those tabs
Our L1 techs should also not be able to see those tabs since we do not use them

Ability to set roles for viewing the Activity Log instead of providing full admin access or not. Currently if a user is not granted full admin access, they will not be able to view the activity log.

Ability for techs that don't have Admin privileges to add SNMP devices.

Need the ability to have non-technical staff in Atera's Admin section for billing and account (customer) setup. These back-office people have zero need nor should they have access to RMM capabilities.

We would like to have the ability to assign different licensing to different employees as an example if we have a security team to do some port checking or so we would like to assign them the network discovery option but not for the rest of the team that will never use it. This goes for Guest as well for example: Customer would lik to use our tool to jump on his own machines so we should be able to assign a limited license for remote management only.

In addition to a customer portal to view tickets, a non-technician licence which would allow end customers to see their devices and alerts as well

Ability to give the option to hide the Add-ons tab

A separate permission that we can turn on/off to allow members of a Role to create new clients. I am not comfortable with the idea of allowing all of our technicians Full Admin Access just to have the ability to create a new client/customer.

Centralised User Directory for Technicians: I onboard and offboard talent, I am having to go to the Atera site to manage technicians instead of going to a centralized user directory where I can deprecate users.

For the Admin role the default for:
Ticketing Automated Assignment should be set to
DO NOT Include user in the auto-assignment list found in Ticket Automation Rules
With the option to change the setting without having to create a new role.
HR, Accounting, Owners, NOC, and Escalation need higher-level access without being auto-assigned tickets that should be going to the helpdesk.

Provide more permission to users.
Give permission to assign to folders to not just admin, permission to create IT automation too.