58 results found
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Quick Reply templates
Why is Quick Replies in the Admin section, could we at least make a permissions toggle, so folks can choose to let their technicians have the ability to create Quick Reply templates.
1 vote -
ability to manage device folders, and add SNMP-type devices for a technician managing a single customer, without having "full admin access"
ability to manage device folders, and add SNMP-type devices for a technician managing a single customer, without having "full admin access" privileges, thus not giving him the ability to manage roles and users
1 vote -
ability to manage device folders, and add SNMP-type devices for a technician managing a single customer, without having "full admin access"
ability to manage device folders, and add SNMP-type devices for a technician managing a single customer, without having "full admin access" privileges, thus not giving him the ability to manage roles and users
1 vote -
Contract permission
Currently, only Fully Admin accounts can update, edit, or delete Contracts.
However, I have an Admin account, and I would like it to have the permission to manage Contracts as well which it could help me to maintain all the contracts in the system.1 vote -
Full Admin role without billing permissions
More granular permission needed.
We need full access permissions ticked in order to have access to thresholds and alert management but we need to be able to uncheck 'billing' as we don't want out techs to have full billing permissions.
There is no other way to give threshold and alerting permission apart from ticking 'full admin'4 votes -
Assign role to form template
We have setup a custom role in our environment and would like to have that role only have access to a specific form template.
1 vote -
granular permissions
Roles should not require GOD Mode to create a customer.
Roles that create a new customer need immediate access to customers in many cases for onboarding and activating helpdesk agent.
Up until about 2 months ago, other roles were able to at least create a customer, but unable to have access until "Full Admin" gave rights. It feels like we are moving backwards instead of forwards.3 votes -
View-only technician role
Option to create view-only technicians without purchasing an additional license
7 votes -
Detailed Permi
Separate Running Scripts from Remote Connection Under RMM Permissions.
In an ideal scenario it would be great to have detailed permissions for every function.1 vote -
Asign multiple roles to a technician
In case of IT support teams spread on multiple sites (e.g. Technician A has an admin role for Site A, technician B has an admin role for Site B) as a supervisor for all sites and resident on site C, I would like to be able to assign tickets (or change requests) to technicians without having to make them admins of site C.
In summary: the ability to assign multiple roles to the same techincian or be able to differentiate ACL for each site within a single role4 votes -
Permission option to close other tech ticket
Currently there is a permission option to view other technician ticket but there should be an additional permission (on and off) for a technician ability to close tickets that don't belong to them.
SLA, time entry and CSAT are linked with ticket owner and tech should not have the ability to close ticket on behalf of another technician. Only team leader or Admin should have this ability. We want all our tech to view all tickets, as when a customer calls and if the tech is not available, they can provide update to client. But technician should be restricted from…5 votes -
For roles and permission: ability to create groups of technicians and then assign those groups to the customer
For roles and permission: ability to create groups of technicians and then assign those groups to the customer so they can have access to the clients. As soon as you add a new technician to a group, that technician will then have access to X client. As of right now, if we create a new customer, we then need to go to each technician and give them that access. It can take a long time. A lot of our technician have a different role each.
10 votes -
Knowledgebase security
Should have custom read/contribute/modify/delete access for Knowledgebase.
3 votes -
Separate permission to manage threshold profile
Separate permission to manage threshold profile
3 votes -
Help Desk Administrator
Atera should have additional billable (or free...) roles other than technicians. We have project managers & help desk admins that do not provide technical support.
We don't use Atera's ticketing because our admin staff would cost us an extra $300/month just for them use the help desk, nothing else.
We would love a discounted "role" of a "Help Desk Manager" who like a technician has granular access to help desk tickets per assigned client. But that's all they can do.
We have someone that can manage tickets, assign tickets, but do not have to be a full $150/month agent since…
10 votes -
Tech Role with SNMP Template access
Would like to have SNMP Templates Management added as an assignable role under RMM like Manage Scripts.
1 vote -
IT Automation Profiles and Scripts Roles and Permission
Roles & Permissions: when limiting access to a specific customer, the technician shouldn't be able to delete or edit IT Automation Profiles/Scripts that are assigned to other customers
2 votes -
Technician Role permissions
Roles within Admin need to have the ability to have more control of what features each group has.
Under RMM, the "Edit Device" feature is too strict. We want to be able to allow certain technicians to edit device names but not be able to delete them.Setting that can be turned off so that no technicians have the ability to delete anything.
12 votes -
New roles don't have access to all customers
We have a problem where we need to restrict admin access to just management. However when we have tried to create custom roles previously, we have to specify which customers that role has access to. On top of this, when new customers are added to the system, we have to manually edit this role to enable those new customers each time.
There needs to be a checkbox to allow access to all customers when editing the role.
In the meantime, we have given up on using 'roles' and have to give everyone the admin role :(
3 votes -
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…2 votes
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