5044 results found

1. Co-Managed Services

   Business case

   A customer who requires more than one MSP to provide services for their IT function. However, most vendors for PSA and RMM are great to provide a single tenancy per MSP with multiple technicians and multiple customers, but assuming the MSP is the single outsourcing party per IT customer. This is the common scenario with small IT customers.
   The bigger customers may have more than one MSP.
   The struggles are:
   1. Different vendors’ PSA and RMM add complexity and require integration between MSPs
   2. Single point of contact from a customer perspective requires one MSP to take all first-level calls and to escalate to the correct direction or sometimes wrong escalations which introduce delays
   3. Automation of the ticketing system is not great unless every MSP installs its own RMM agent/system
   4. Troubleshooting experiences delays as other parties are required
   5. Extra processes and workflows are required to be followed to achieve interoperability

   Our MSP is spread across Europe and we do partner with other MSPs. Some of the MSPs are happy to revise their vendor for PSA and RMM and collectively move to a single one.
   I am looking for a single vendor for PSA and RMM solutions that will be able to do the following:
   1. The IT customer will have the main tenancy at the vendor for PSA and RMM
   2. The IT customer will create accounts for the internal technicians
   3. The IT customer will pay for their own technicians/devices
   4. The IT customer will be able to invite MSP A, MSP B,…, and MSP N to their vendor tenant
   5. Each MSP will be able to designate who from their own technicians will be shared with the IT customer tenant. It may be a per-user or a group belonging level
   6. The IT customer will be able to organise the permissions for the shared technicians in the IT customer's own tenant
   7. The MSP will be able to see the IT customer environment (as per the given permissions), tickets, and reports in their MSP portal in conjunction with what the IT customer can see in theirs
   8. The vendor for PSA will bill the IT customer for all external (MSPs) technicians additionally. The devices are already covered in the main tenancy
   9. IT customer and every MSP will have their own tenant for the same vendor for PSA and RMM

   All the salespeople from the PSA and RMM vendors can read between the lines and easily pick up that this will be a game-changer for the sales channel. Using the same solution for the customer and the MSPs will inevitably push the MSPs to think do they want to work for this customer. If yes, they have to use what the IT customer already has or to be able to convince them to a change. The PSA and RMM market competition will move to the hearts and souls of the big to mid-sized enterprise IT customers, as they will drag the MSPs to use the same solution.

   Business case

   A customer who requires more than one MSP to provide services for their IT function. However, most vendors for PSA and RMM are great to provide a single tenancy per MSP with multiple technicians and multiple customers, but assuming the MSP is the single outsourcing party per IT customer. This is the common scenario with small IT customers.
   The bigger customers may have more than one MSP.
   The struggles are:
   1. Different vendors’ PSA and RMM add complexity and require integration between MSPs
   2. Single point of contact from a customer perspective requires one MSP to take all… more

   2 votes

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   0 comments  ·  Roles and Permissions  ·  Delete…  ·  Admin →
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2. Granular User Permissions (Client Folder for example)

   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.

   44 votes

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   3 comments  ·  Roles and Permissions  ·  Delete…  ·  Admin →
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3. Add API user to the activity logs in Atera so we can track what's been done by API

   Add API user to the activity logs in Atera so we can track what's been done by API

   For example I deleted a load of contacts via API and looked at activity logs which don't know me any information about contacts deleted by the API.

   9 votes

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   0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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4. Loose the childish wording in information messages such as Drat, and Phew

   I think that Atera is a really good platform, but I dislike the use of some of the wording. I think Drat and Phew (there is more) makes the platform seem unprofessional. I get that the system is trying to be friendly, but it is geared for professionals, so believe that it should be addressing us as professionals

   3 votes

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   0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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5. Searchable and Reportable Custom Fields

   Any Custom Fields we add to a Device page should be searchable and show up in reports.

   66 votes

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   0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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6. We need to be able to change the auto generated support address.
   1 vote

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   0 comments  ·  Admin & Core platform  ·  Edit…  ·  Delete…  ·  Admin →
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7. battery

   Allow filtering by Battery health, to get a list of devices with battery under x %

   7 votes

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   0 comments  ·  Devices  ·  Delete…  ·  Admin →
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8. Agent for Linux- NAS System (preferenz Synology-System)

   Anbindung des Agenten für NAS-Systeme (Synology NAS-Systeme ab DSM 7.0) mit möglichst allen Applikationen von Atera, das wäre echt Klasse

   21 votes

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   1 comment  ·  Agent  ·  Delete…  ·  Admin →
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9. Optional Install Update Now or Delay prompt for Windows/Mac Patching.

   End users should be allowed to delay there patches up to X amount of times before they are forced to reboot and install them.

   This should run off the agent and be configurable from the Admin Portal with messaging customizable.

   3 votes

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   0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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10. Feature Roadmap

    Would be great if Atera published "Upcoming Features in the next update/next 3 months" so that your users have an idea of any features that are coming from the features board.

    33 votes

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    1 comment  ·  User Interface  ·  Delete…  ·  Admin →
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11. I would like to have a few predefined time switches for the time entries of the tickets, e.g. 15 min 30 min 1 hr etc. and if then would also
    1 vote

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    0 comments  ·  Tickets  ·  Edit…  ·  Delete…  ·  Admin →
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12. Be able to extract data from custom fields from the API

    Be able to extract data from custom fields from the API

    7 votes

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13. Agent Option for Silent Installer or not

    Agent Installer: it should have 2 options installer as silent as before and then one where it notifies the user.

    7 votes

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    0 comments  ·  Agent  ·  Delete…  ·  Admin →
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14. phone and sms notifications

    We would like to receive notifications about server and system down through phone or SMS. Email notifications can be blocked by a spam filter or easily overlooked.

    8 votes

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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15. Show Switch network interface information

    For switches, it would be helpful to have a list of the interfaces which also includes the interface information such as port status, ip address, name, mac address, etc.

    Also, if the ability to power cycle those ports or perform any switch management or a CLI interface would be immensely helpful.

    And in the table, allow the system to see other devices that you already have the Atera Agent on, and have that table link items found on a switch so you can click on known devices and go to that page.

    2 votes

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    0 comments  ·  Devices  ·  Delete…  ·  Admin →
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16. bulk ticket upload

    It would be nice to be able to create multiple tickets (especially scheduled tickets) by uploading a csv.

    2 votes

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    0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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17. Dynamic "Subtree" tables in SNMP templates

    We would like to have a possibility to create(define in snmp templates) some kind of dynamic subtree tables when monitoring a snmp device.

    An example would be a list of disks in a raidset.
    row1: title:disk model, Base OID to return the subtree with all the disk models
    row2: title:smart state, Base OID to return the subtree with smart state of all disks
    row3: title:health state, Base OID to return the subtree with health state of all disks

    this would a powerful way of extending the existing template solution which is quite static imho.
    yes, in the existing way, we can manuall specify all the disks when adding the device. the templates themselfs are static. so when different systems with a different amount of disks in a raidset should be monitored, the template functionality as it is now is of limited help and always needs lots of manual modification to monitor the different raids, etc...
    also, if the raid(in this example) gets expanded with additional disks, the technician has to remember to adjust the OIDs in atera so the additional disks are monitored. with the functionality of dynamic subtree tables, this could be circumvented (additional disks, etc. are automatically added to the monitoring)
    this eliminates human error and will also dispaly information like this in a much more human readable fashion - and it would greatly enhance the snmp template functionality.

    We would like to have a possibility to create(define in snmp templates) some kind of dynamic subtree tables when monitoring a snmp device.

    An example would be a list of disks in a raidset.
    row1: title:disk model, Base OID to return the subtree with all the disk models
    row2: title:smart state, Base OID to return the subtree with smart state of all disks
    row3: title:health state, Base OID to return the subtree with health state of all disks

    this would a powerful way of extending the existing template solution which is quite static imho.
    yes, in the existing way, we… more

    1 vote

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    1 comment  ·  Edit…  ·  Delete…  ·  Admin →
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18. Monthly Patchmanagement Report

    Hi, it would be very useful if we could define in the patch summary report the number of missing patches when a client is Up to date or not.
    Because in a larger network the report is nearly always Negative.

    2 votes

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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19. Ability to change order of OIDs

    Ability to change order of OIDs

    2 votes

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    0 comments  ·  Devices  ·  Delete…  ·  Admin →
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20. Agent Activation tied to Policy

    It would be nice if we could enable/disable the Agent Icon at the policy level, so it's not another thing I need to remember to do when I deploy Atera.

    Syncro handles this via policy, as do most other RMM's.

    10 votes

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    2 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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