4807 results found

1. mail

   Suggestion for New Email Integration Feature in Atera

   Dear Atera Team,

   I hope this message finds you well. I would like to suggest a new feature for your RMM and ticketing SaaS solution, Atera, to improve the handling of client emails.

   As it stands, we often receive emails from our clients that need to be forwarded to Atera. It would be beneficial if we could transfer emails directly from our personal inboxes to Atera without having them open a ticket under our name. Instead, these forwarded emails should either contribute to existing tickets or create new ones on behalf of the client.

   To implement this feature, I propose using specific keywords in the email subject line:

   When forwarding an email with the subject containing a ticket number in the format "#123", Atera should append the email content to the existing ticket with that number.
   When forwarding an email with the subject containing a client's email address in the format "#email@domain.com", Atera should create a new ticket on behalf of the specified email address.
   

   This feature would streamline our ticketing process and enhance the overall user experience. I believe that other Atera users would also find it beneficial. I look forward to hearing your thoughts on this suggestion.

   Thank you for your time and consideration.

   Best regards,

   Suggestion for New Email Integration Feature in Atera

   Dear Atera Team,

   I hope this message finds you well. I would like to suggest a new feature for your RMM and ticketing SaaS solution, Atera, to improve the handling of client emails.

   As it stands, we often receive emails from our clients that need to be forwarded to Atera. It would be beneficial if we could transfer emails directly from our personal inboxes to Atera without having them open a ticket under our name. Instead, these forwarded emails should either contribute to existing tickets or create new ones on behalf of… more

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   0 comments  ·  Tickets  ·  Edit…  ·  Delete…  ·  Admin →
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2. Timesheet Report, only show one entry of the ticket

   Please have te option the have the ticket shown only one time.
   So we see the totaltime spended on the ticket and not per technician.

   1 vote

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   0 comments  ·  Reports  ·  Delete…  ·  Admin →
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3. Report for local users and printers

   A report to show local users and groups as well as printers, i.e. models and how they are attached to the computer

   9 votes

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   2 comments  ·  Reports  ·  Delete…  ·  Admin →
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4. GEO Location

   In the Device information it would be nice to have a geo location visible

   8 votes

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   1 comment  ·  Devices  ·  Delete…  ·  Admin →
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5. Average time on dashboard

   To have the widget of the dashboard show the actual average time of the ticket. Based on a calendar and working hours. If a ticket comes in over the weekend we don't want it to count.

   2 votes

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   0 comments  ·  PSA Tools  ·  Delete…  ·  Admin →
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6. Invoice - design/layout of "report/form" - some layouts to choose from

   Invoices should be more flexible ... the layout of the invoice-form ist not european (or austrian)-standard. Normally there is a block with Customer-Address like

   Company Name
   Street
   PostCode City

   .... also the structure of the other fields look not as a professional "invoice" ... a very small report-customization (report-designer) - or some layouts to choose would be fine.

   2 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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7. Receive an email notification 24 hours prior to a scheduled ticket

   Receive an email notification 24 hours prior to a scheduled ticket

   3 votes

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8. Change customer on a ticket

   Would be great to have the option to change the customer of a ticket as sometimes the IT team might forward an email received from an client to the support@ in order to create a ticket. However, we are unable to change the customer on a ticket using Atera.

   24 votes

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   5 comments  ·  Tickets  ·  Delete…  ·  Admin →
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9. Bitwarden Integration

   For internal and client password management as well as OTP sign in using cloud instances or on-site integrations of bitwarden.

   62 votes

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   4 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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10. Change ticket status by keyword in an email

    We would like to be able to change the status of a ticket when a customer replies by email to the ticket and it indicates #closed for example at the beginning of the email so that the ticket is automatically closed.

    5 votes

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    1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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11. 2FA Access List

    Ability to add a label/description against each IP address listed in the 2FA Access List. If you end up with a long list of IP addresses, it can be difficult to keep track of current IP addresses and identify IP address which are no longer current and should be removed.

    4 votes

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    1 comment  ·  Security  ·  Delete…  ·  Admin →
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12. knowledgebase

    Ability to backup the knowledgebase would be very useful. Thank you!

    8 votes

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    2 comments  ·  Delete…  ·  Admin →
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13. Software Uninstall - No Restart!

    I've posted about this before (can't remember where), but I feel like this should be a public service announcement now.

    If you uninstall an app using Atera's built-in feature in Software Inventory, and the app requests a restart, Atera WILL NOT SUPPRESS THE RESTART.

    The feature is there so I keep using it, not remembering that each time I do I get burned for it. Please either fix this so Atera suppresses reboots like it should, or allow me to block that option so I can't use it.

    The software uninstall feature is not ready for production without sane defaults and/or additional configurable items.

    I've posted about this before (can't remember where), but I feel like this should be a public service announcement now.

    If you uninstall an app using Atera's built-in feature in Software Inventory, and the app requests a restart, Atera WILL NOT SUPPRESS THE RESTART.

    The feature is there so I keep using it, not remembering that each time I do I get burned for it. Please either fix this so Atera suppresses reboots like it should, or allow me to block that option so I can't use it.

    The software uninstall feature is not ready for production without sane defaults… more

    7 votes

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    0 comments  ·  Agent  ·  Delete…  ·  Admin →
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14. category filtering for billing

    When I select Labor as the category... I should not be able to see my products listed in the second drop-down. Please fix this filtering annoyance.

    1 vote

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    0 comments  ·  Billing  ·  Edit…  ·  Delete…  ·  Admin →
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15. Filter by Uptime

    Please add an Advanced Filter for Uptime so that we can show agents that were last started, for example, 5 days ago. We can then run a Reboot automation task on this filter; this will be a tremendous help to us!

    11 votes

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    0 comments  ·  Devices  ·  Delete…  ·  Admin →
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16. Private Scripts

    We would like to see a option to have scripts assigned to certain technicians so not everyone can see all cloned scripts. We are looking to add customer technicians which allows them only to access tickets/devices for that customer with will work ok, but there is no option for segmentation of scripts. This technicians would be able to see all clones used for other customers. Same goes for Thresholds/IT Automation.

    11 votes

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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17. Install Webroot when Agent next online

    I've been informed this does not happen.

    If an Agent is offline you can still select the device for a Webroot install (in customers - list devices, tick the offline device(s), click on AV symbol /shield then select Install webroot and paste key) message shows 'Webroot action was sent to succesfull agents only'- but this doesn't work.

    Can the system queue the action and deploy webroot when next online ?

    33 votes

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    0 comments  ·  Webroot  ·  Delete…  ·  Admin →
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18. Agent reports SentinelOne out of date or disabled

    When running a report, S1 reports as "Agents <Computername> Anti-virus is inactive or not up to date." in red text. This isn't accurate. These reports go out to customers automatically. Can you please fix this to report properly?

    4 votes

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    0 comments  ·  Reports  ·  Delete…  ·  Admin →
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19. job card

    Ability to turn a ticket into a job card that will allow for a user to sign for it and email a copy of the job card to the ticket holder as part of administration task for a site visit

    2 votes

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    0 comments  ·  Delete…  ·  Admin →
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20. Event Monitoring Improvement (v2)

    I posted a year ago about some improvements to the Windows event monitoring that is available when setting up a threshold in Atera
    (https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/44256255-event-monitoring-improvement).

    But there are more issues with it that should be addressed...

    When creating/modifying a threshold in Atera to monitor Windows Events, there are 5 options. Selecting "Events Applications", "Events Security", "Events Setup", and "Events System" is mostly useless because the only filter is to exclude specific events. It would be far more useful if we could opt to instead only include specific events so it isn't so noisy.

    The fifth option is "Events by Source". This is probably where most people will try to setup some event log monitors. The problem here is that while the option says "events by source", it isn't actually "by source". There are 3 primary elements to a Windows event when it is recorded - 1.) the log it's recorded to, 2.) the source of the event, and 3.) the event ID. Atera treats the log as the event source (ie: Application, Security, Setup, and System - sorry no forwarded events). This is confusing because the actual source of an event is something other than the log. An actual Windows event source will be something like WMI, VSS, Application Error, .NET Runtime, Outlook, Service Control Manager, etc. These sources will write the event to a specified log (ie: Application, Security, Setup, System, or the source's own custom log).

    Here's why this is a problem...

    I want to monitor for application hangs/crashes and for my backup app, so naturally I want to monitor the Application log for event ID 1002. The actual source of this event ID is from "Application Hang" and it can be found in the Application log. In Atera you can configure this by monitoring "Events by Source" and selecting the "Application" folder, then monitoring for event ID 1002. But my backup app also writes to the Application log. When the backup fails it writes a message to the log with event ID 1002 but from a different source (the actual source, not what Atera is calling a source). I would like to attach a script to the threshold when my backup fails, but not when an app hangs or crashes. Right now with Atera I cannot do this at all because it will register the same event from both sources as the same - both record the event to the Application log and both use event ID 1002, so for Atera these different events are the same.

    Here's how I think Atera can remove some of the confusion and allow us to monitor for the things we actually need:
    1.) Change the term "Source Folder" to "Log" in the UI. The log selected here is just a log, it isn't the source of an event.
    2.) Allow us to specify the source of events in addition to the log and event ID. This way I can have one threshold set to monitor the Application log for event ID 1002 coming from the "Application Hang" source, and also have it monitor the Application log for event ID 1002 coming from the "My Backup App" source.

    I'd also like to add that I wish to monitor many more logs than what Atera provides access to. Open the Event Viewer in Windows and expand "Applications and Services Logs", then expand "Microsoft", then expand "Windows" - there are several logs in here that I want to monitor. They're off by default, but it's trivial to enable them. But since I've turned them on, I'd like to be able to monitor them and setup automatic actions/scripts to run when certain events are recorded.

    I really hope this gains traction, because event log monitoring is pretty elementary in Windows and is something other major RMM providers give lots of control over out-of-the-box.

    There are also many other applications and services that are registered with the Windows Event Viewer that I would like to monitor as well, some of which include Microsoft Office, Hardware Events, Intel, Splashtop, Powershell, etc. Being able to monitor these logs and setup automatic actions for detected event IDs in these logs would be so beneficial!

    I posted a year ago about some improvements to the Windows event monitoring that is available when setting up a threshold in Atera
    (https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/44256255-event-monitoring-improvement).

    But there are more issues with it that should be addressed...

    When creating/modifying a threshold in Atera to monitor Windows Events, there are 5 options. Selecting "Events Applications", "Events Security", "Events Setup", and "Events System" is mostly useless because the only filter is to exclude specific events. It would be far more useful if we could opt to instead only include specific events so it isn't so noisy.

    The fifth option is "Events by… more

    4 votes

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    1 comment  ·  Agent  ·  Delete…  ·  Admin →
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