4838 results found

1. Ticket activity status is not updated when a technician replies through the API

   When a technician replies to a customer through the REST API
   (POST /api/v3/tickets/{ticketId}/comments, public comment), the ticket's
   activity status stays on "Awaiting technician response". The same reply made
   from the Atera web console moves it to "Awaiting customer response".

   Why it matters: we answer customers from our own tools and automations through
   the API. Those tickets keep showing as waiting on us even though the customer
   has already been answered, so the queue, the follow-up work and any reporting
   based on activity status become unreliable. The only workaround today is to
   open each ticket and change the status by hand.

   The activity status is also not exposed by the API: it is missing from the
   response of GET /api/v3/tickets/{ticketId} and from the ticket list, so an
   integration can neither read it nor correct it.

   Requested, either of these would solve it:

   1. Automatic update: apply the same logic as the web console when a public
      technician comment is created through the API, setting the activity status
      to "Awaiting customer response". Internal notes should not change it.

   2. API access: add the activity status as a field in the ticket responses, and
      allow updating it through the API (on the comment request, or on the ticket
      update endpoint).

   Related idea, which asks for the field in the API response:
   https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/46618735-api-ticket-activity-status

   When a technician replies to a customer through the REST API
   (POST /api/v3/tickets/{ticketId}/comments, public comment), the ticket's
   activity status stays on "Awaiting technician response". The same reply made
   from the Atera web console moves it to "Awaiting customer response".

   Why it matters: we answer customers from our own tools and automations through
   the API. Those tickets keep showing as waiting on us even though the customer
   has already been answered, so the queue, the follow-up work and any reporting
   based on activity status become unreliable. The only workaround today is to
   open each ticket and change the status by hand.

   … more

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2. vpn tunnel

   It would be great to be able to launch a VPN tunnel into a customer's network via Atera.

   We have instances where we need to reach resources (NAS webUI's etc) on the customer network and it would be more convinent to tunnel in than having to Splashtop onto a machine to then access the resource.

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3. Wi-Fi MAC missing on WiFiCx laptops

   The agent filters MAC addresses on the legacy WMI flag Win32_NetworkAdapter.PhysicalAdapter. On laptops with WiFiCx Wi-Fi drivers (e.g. Qualcomm FastConnect 6900 those are most current Wi-Fi 6E/7 laptops), WMI reports the built-in Wi-Fi radio as PhysicalAdapter=False, so its MAC never appears. Meanwhile, adapters Windows classifies as virtual (Virtual Ethernet, Bluetooth PAN) are reported as physical and are shown.

   Request:

   Source the list from MSFT_NetAdapter (Get-NetAdapter) with HardwareInterface=True, excluding locally administered MACs (bit 0x02 of the first octet) to drop Wi-Fi Direct virtual interfaces.
   Report PermanentAddress (burned-in MAC) alongside the current MAC, since Windows random hardware addresses change the current Wi-Fi MAC per network.

   Show the interface name/description and whether it’s USB-attached (docks/dongles) next to each MAC (see related idea: “MAC address interface association”).

   Keep adapters that are disconnected at scan time instead of dropping them.

   The agent filters MAC addresses on the legacy WMI flag Win32_NetworkAdapter.PhysicalAdapter. On laptops with WiFiCx Wi-Fi drivers (e.g. Qualcomm FastConnect 6900 those are most current Wi-Fi 6E/7 laptops), WMI reports the built-in Wi-Fi radio as PhysicalAdapter=False, so its MAC never appears. Meanwhile, adapters Windows classifies as virtual (Virtual Ethernet, Bluetooth PAN) are reported as physical and are shown.

   Request:

   Source the list from MSFT_NetAdapter (Get-NetAdapter) with HardwareInterface=True, excluding locally administered MACs (bit 0x02 of the first octet) to drop Wi-Fi Direct virtual interfaces.
   Report PermanentAddress (burned-in MAC) alongside the current MAC, since Windows random hardware addresses change the current Wi-Fi… more

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4. Requested enhancements: Allow searching for more than one device in the Global search bar so technicians can display specific devices toget

   Request enhancement:

   Allow searching for more than one device in the Global search bar so technicians can display specific devices together, such as PC10 and PC18, in a single search. Not just one at a time

   Multi-device search would make it faster to compare or review a small set of known devices.

   Suggested use case: A technician wants to quickly view only PC10 and PC18 in search results, but the current search does not support returning multiple specifically named devices in one query.

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5. Asset Management - Alert notification for when warranty expiration dates reach.

   Asset Warranty Expiry Alerts
   Automated alert notifications when asset warranty expiration dates are approaching or have been reached, along with a dedicated dashboard view highlighting assets nearing their expiry dates.

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6. Provide notifcations when Agent Install Comand Line changes

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7. keep unread tickets always at the top

   Be able to keep unread tickets at the top or visible in a side bar

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8. Add Custom Ticket Fields as Email Template Snippets

   Feature Request

   I would like Atera Email Templates to support ticket custom fields as dynamic snippets, so information captured within a ticket form can also be included automatically in emails generated from Ticket Automation Rules.

   I am currently building a Change Request / Change Control workflow in Atera. The engineer records the full change within custom fields, including:

   Change Type and Status
   Change Description
   Risk Assessment
   Impact
   Planned Implementation Date
   Implementation Plan
   Rollback Plan
   Testing / Validation Plan
   Implementation Summary
   Implementation Steps Completed
   Testing Performed
   Test Results
   Issues Encountered
   Rollback Status

   The workflow sends notifications at key stages:

   Submitted
   → Customer and Change Board receive the Change Request details for review.

   Approved
   → Customer receives confirmation that the change has been approved.

   Implementation in Progress
   → Customer and Change Board are notified that implementation has started.

   Implemented
   → Customer and Change Board receive a detailed completion summary, including the work performed, testing results, issues encountered and rollback status.

   The limitation is that although this information is already stored in Atera custom ticket fields, those field values cannot currently be included in Email Templates.

   I would therefore like custom ticket fields to appear in the Email Template Snippets list, alongside existing snippets such as Ticket Number, Ticket Title, Ticket Status and Ticket Impact.

   For example, an email template could contain:

   Change: [Ticket Title]
   Risk Assessment: [Risk Assessment]
   Implementation Plan: [Implementation Plan]
   Rollback Plan: [Rollback Plan]
   Testing Plan: [Testing / Validation Plan]

   And after implementation:

   Implementation Summary: [Implementation Summary]
   Testing Performed: [Testing Performed]
   Test Results: [Test Results]
   Issues Encountered: [Issues Encountered]

   This would allow the Change Request ticket to remain the single source of truth, while automatically providing customers and Change Board members with as much relevant change information as possible.

   It would also make custom Atera forms significantly more powerful beyond Change Control, as the same functionality could be used for workflows such as New Starters, Leavers, Access Requests and other service processes.

   Main change: this wording makes the feature itself very explicit: any custom ticket field should be selectable as an email-template snippet, allowing the field's current value to be dynamically inserted into automated emails.

   Feature Request

   I would like Atera Email Templates to support ticket custom fields as dynamic snippets, so information captured within a ticket form can also be included automatically in emails generated from Ticket Automation Rules.

   I am currently building a Change Request / Change Control workflow in Atera. The engineer records the full change within custom fields, including:

   Change Type and Status
   Change Description
   Risk Assessment
   Impact
   Planned Implementation Date
   Implementation Plan
   Rollback Plan
   Testing / Validation Plan
   Implementation Summary
   Implementation Steps Completed
   Testing Performed
   Test Results
   Issues Encountered
   Rollback Status

   The workflow sends notifications at key stages:

   Submitted
   →… more

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9. Dynamic Groups - Warranty Expiration Date

   The new dynamic groups functionality is great.
   Unfortunately, our greatest need for a dynamic group is to automatically add devices to a group when the warranty expires.
   We use Dell so the warranty expiration date is available in Asset Inventory but can't be used for a dynamic group of Devices.

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10. when a ticket is clicked to be opened next to "schedule" tab

    when a ticket is clicked, the tab will be convenient to be opened next to the "schedule" tab and not at the end of the already opened ticket tabs

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11. Add a new-site setup checklist template for technician onboarding visits

    When technicians visit a new tenant site, a shared checklist would help them confirm power, network, devices, and account access before they leave, so nothing is missed on the first visit.

    Suggested checklist:
    - Confirm the site address and access details
    - Record the device inventory and install the monitoring agent
    - Test network connectivity and remote access
    - Confirm utility and service accounts are active — see dewa new connection for the steps a tenant needs before activation
    - Leave a short handover note for the tenant

    This template could be attached to a ticket or customer record, so the next technician can see what was already completed.

    When technicians visit a new tenant site, a shared checklist would help them confirm power, network, devices, and account access before they leave, so nothing is missed on the first visit.

    Suggested checklist:
    - Confirm the site address and access details
    - Record the device inventory and install the monitoring agent
    - Test network connectivity and remote access
    - Confirm utility and service accounts are active — see dewa new connection for the steps a tenant needs before activation
    - Leave a short handover note for the tenant

    This template could be attached to a ticket or customer record, so… more

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12. Bug: Unsaved KB disappears without warning when switching away. Should prompt and/or safe a Draft.

    When filling in a KB article, clicking away to Customers or Devices etc simply does so without warning, and the unsaved KB is lost.

    KB articles should save as Drafts and/or warn when navigating away from unsaved changes.

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13. Bug: Unsaved KB disappears without warning when switching away. Should prompt and/or safe a Draft.

    When filling in a KB article, clicking away to Customers or Devices etc simply does so without warning, and the unsaved KB is lost.

    KB articles should save as Drafts and/or warn when navigating away from unsaved changes.

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14. Remote Connection - Integration of Any Remote support Software or Solution

    Allow for the inclusion / configuration of a alternate remote support solution.

    There are many remote support options available. We should be able to select and integrate our own remote support software selection.

    You currently only offer Splashtop, Anydesk, Teamviewer or Screenconnect.

    It would be nice to be able to choose whatever remote support solution we would like. In our instance we have our own remote support solution developed by our owned software company and is branded with our own label. We would like to integrate it !

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    0 comments  ·  3rd Party Integrations  ·  Edit…  ·  Delete…  ·  Admin →
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15. custom fields at customer: titles should be get more space

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16. Work from Home api

    Expose Work from Home (WFH) via the API. We need to be able to identify the workstatations/contacts that have WFH enabled so we can bill appropriately!

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17. Alerts for Deleted Devices

    Send email or alert anytime a device is deleted. This ensures no gaps in patching if insider risk or incidents occur.

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    0 comments  ·  Alerts  ·  Edit…  ·  Delete…  ·  Admin →
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18. Atera mobile app

    A way to change conversation thread order in mobile app, so the newest correspondence is top instead of having to scroll all the way to the bottom of the ticket to see new conversation.

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19. Trigger scripts/automations to run via availability monitoring.

    It would be nice to queue up a script to run when a device comes online. Perhaps tied in with availability monitoring.

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    0 comments  ·  Devices  ·  Edit…  ·  Delete…  ·  Admin →
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20. Battery Health for Surface Laptop and 2 In 1 tablets

    I would like to be able to view battery health for MS Surface Laptop/Tablet and 2 In 1 laptop/tablet.

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