5070 results found
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Create ticket from email commands
Have keyword commands to assign tickets and input values.
If it is not in a command line, then it will be in the description
Example:
#Assign Tom Thompson#Title This stuff needs fixed.
`#Customer ACMEThis stuff needs to be done for ACME, please contact John Johnson
1 vote -
automatically provide our customers with 'IT Automation Feedbacks' via email after the IT automation profiles have been processed
We would like to automatically provide our customers with 'IT Automation Feedbacks' via email after the IT automation profiles have been processed. We envision: 1. Being able to include customer information and a personalized greeting. 2. Inserting the customer's logo. 3. Deciding which information from the feedback to append or display in the report to the customer.
1 vote -
Add the ticket queue field to alert creating of ticket
When an ticket is creating from an alert, it not posible to set the Queue of the ticket.
1 vote -
Customer portal work from home link
On the customer portal. If a user has work from home enabled, add a link to the top right by, Tickets, Add Ticket, Knowledge Base for remote control.
12 votes -
Patch Exclusion - Remove the patch from showing in the patch needed view
Please can you look at adding the functionality to remove any patch showing in the agent patch available status if the admin has removed or excluded said patches from availability. This will make the view cleaner as currently the agent machine reflects in the needing patches when actually they are up to date.
12 votes -
Purchase Order (PO) Tracking
We are using Atera for an internal IT team not an MSP, but when we buy things from vendors it would be very helpful to be able to Create/Track/Relate POs for these items. Ideally some things to include would be:
Order Information:
PO Number - Auto Number with option to set starting number
Status (Open, Canceled, Partially Received, Received)
Date Ordered
Date Required
Date Received/Closed
Payment Terms - Selectable from List or Add New To ListRequestor Information - Selectable from Users
Requestor Name
Email
Phone
Department
LocationVendor Information - Selectable from List or Add New To List
Vendor…15 votes -
Tech and login to a system
I'm struggling with Atera security!
I not only me as Business Owner require that , but other business owners need that option is well, that very important security future.
Since COVID a lot of people continue to operate from home and are required by the policy to sign out and sign back into a Atera.
Not all people do it and not follow it.How I can make I, or MY TECH session end in 8 hours, and if the I or tech login from another different ip has to log in and make 2fa? In Atera session just continue. …
2 votes -
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2 votes -
refresh
The old system had a go button that would only refresh the contents in the page and not the entire page. The new system does not auto-refresh for minutes after something has changed. Used to I could just hit the go button on my filters and boom instant refresh of data only and not the whole page. This new system forces me to manually refresh the entire page wasting time and bandwidth.
28 votes -
Work order creation
It would be very convenient if we can create a work order from a ticket. It happens all too often that a ticket can not be solved remotely, it would be nice if a work order that can be signed by the customer can be created and e-mailed to backoffice and the customer. We now have to use seperate softwares for this.
1 vote -
Ability to have a quick reply template automatically selected
The Ability to have a quick reply template automatically selected when replying to a ticket, so that a template does not have to be selected every time.
In addition, please make it so that when a template is selected, it is put underneath any response that has already been typed out. Currently anything already in the reply box is put under the signature from the template.
1 vote -
Monitor local log files (syslog, etc) with Agent via Regex and alarm
Want to setup the agent to monitor local log files for specific regex entries as part of the alerting function.
3 votes -
Associate scripts with a customer(s), or per customer scripts
You may have scripts that contain information that pertains to only a single customer. In order to prevent engineers from running those scripts potentially on another customer, it would be incredibly helpful to be able to do either:
A. Associate scripts with a customer(s)
B. Have scripts that can only exist with a given customerAn example of a use for this: Deployment of an external or otherwise unsupported security product that requires a customer GUID that is supplied as an argument for an MSI installer. This feature would prevent a mismatch for this scenario from occurring.
9 votes -
protect sensitive areas
When I'm logged in to atera I have access to a lot of sensitive informations. Also it is possible to run commands or open command prompt with admin / root privileges. It would be nice to set an additional layer of authentication. For example before I get access to command prompt or change a script I have to enter my password again. FIDO Keys would also be nice to use. So I can insert my FIDO smart card while I'm using atera and can authenticate myself before I access sensitive informations. Session hijacking would work but cannot get my physical…
6 votes -
Create contracts to multiple customers at the same time
Create contracts to multiple customers at the same time
6 votes -
Hello Team, Its very important t to have multiple expiration notification (Seperate for each customers for that customer binded contracts)
Hello Team,
Its very important t to have multiple expiration notification (Seperate for each customers for that customer binded contracts) option when we mange customer contracts with different products like Microsoft, Adobe and other softwares.
Example : For customer A we have a contract with a software support , then expiration notification prior to 1 month of next renewal should go to our admin email ID and customer accounts. Same way for customer B , our admin email and Customer B accounts like. Its very critical when you have contracts management.
Please have a look and update with priority.
3 votes -
Unmerge Ticket Improvement
It needs to be possible to undo an accidental ticket merge properly. Currently, you can change the status of a ticket from Merged to Open/Pending to get it back, but it will be empty and the contents still on the ticket which it was incorrectly merged into.
This needs to have the original contents remain on the ticket and REMOVE those contents from the one they were merged into - they presumably haven't been sent to the contact who had the original ticket so it's not destroying a "paper trail" but deleting the contents from the original ticket which got…4 votes -
Knowledgebase security
Should have custom read/contribute/modify/delete access for Knowledgebase.
3 votes -
Subject/Title conditions, CC email action capability in ticket automation rules
I really like what you've done so far with the ticket automation rules - we've found a lot of use already in the current capabilities.
Could you please consider adding CC: actions to ticket automation? Specifically, the ability to strip CC:'s, and add CC:'s based on conditions.
In our specific scenario:
We have some routine ticket emails for employee changes/terminations that are sent to the helpdesk. All are titled consistently enough where we could build the condition we need to work off of. The ticket email typically contains about 20ish other personnel that do not need to be involved in…3 votes -
Ability to modify forgot password email template
I love that Atera has customizable email templates - we've built out a good collection of these already for various responses that our users will get from Atera in their inboxes.
One very lacking email capability however is there is no ability to modify the template for the forgot password process.
As it stands, this current stock template has 3 of the "red flags" that we train our users against in our Security Awareness Training, due to how it's worded and how links are presented.
Could we please have the ability to modify this email template as well?
3 votes
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