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  1. Actually, the Scheduler is really useless for us (and i think for most of your customers).

    We have the following patch schedules:

    Test: Thursday in PatchDayWeek
    Pilot: Thursday in PatchDayWeek + 1 Week
    Prod: Sunday in PatchDayWeek + 2 Weeks

    At the moment there is no option to get this running automatically.

    Perfect would be:

    Run X (Day, Week, Month) after Plan X

    Or Run X (Day, Week, Month) after 2nd (weekDay) of Month

    Any other ideas/solutions?

    1 vote

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  2. For products and services add a few more fields to product settings:
    a) Qty on hand
    b) Serial numbers
    This way if a tech creates a ticket and adds outgoing hardware like a laptop they can choose the model from the product list and choose which serial they are pulling from inventory. If there isn't enough qty they wont be able to add the product. Admin can replenish the qty on hand as they order product.

    2 votes

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    0 comments  ·  Tickets  ·  Admin →
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  3. I would like to have a feature, wherein if any users install software without informing IT support, alert is generated and send to admin.

    This is required since we observed some software's like Adobe can be installed even without administrator rights.

    33 votes

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    1 comment  ·  Alerts  ·  Admin →
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  4. There is no way to retrieve the Technician ID required for assigning an agent to a ticket through the current endpoints for Creation and Update.

    Expose Technician ID in an endpoint
    Expose Technician Email in an endpoint.

    This way we can scale atera into allowing our software to directly assign an agent depending on their skill set.

    1 vote

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  5. The product is missing details in its update report that requires fixing.
    There are no details as to which patch was updated or failed. Only says it was updated or not.
    This happens for both OS updates and Software updates.

    Please fix this as soon as possible.
    It's a bug.

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  6. we had to switch to script-based queries for Windows Event logs because Atera does not allow custom labeling for alerts in the alert dashboard. The events are signaled with an Atera-specific label and the corresponding event ID. Since we operate the alarm dashboard on a wall-mounted TV for quick responses, it is not helpful to only see "just an event ID". As a custom name for alerts is possible for scripts but not for event log queries, we suspect that your development team may have simply overlooked this. Having custom names for the alert dashboard for all queries would certainly…

    2 votes

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  7. I would like an option that if it wasn't resolved after so much time to email another address (escalation@domain.com). I know I can do this with tickets with a beta feature, but I don't normally use tickets

    1 vote

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  8. It would be very nice if we could get a sound and/or popup notifications when someone responds to a ticket or starts a chat.

    20 votes

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    0 comments  ·  PSA Tools  ·  Admin →
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  9. When linking a calendar entry, [Atera #(Ticket Number)] needs to be in the calendar entry to link it to the ticket. This disrupts the whitelisting ability because we cannot invite customers to the calendar entry without them seeing "Atera" in the title. Please give us the ability to change the Ticket Name Convention to be what we want it to be.

    1 vote

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    0 comments  ·  Tickets  ·  Admin →
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  10. as part of the columns to select from can you add one for the ip address?

    5 votes

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  11. Comment function for customers and contacts.

    There is no comment function for customers and contacts in order to be able to understand conversation notes with an automatically set date and time. These have no place in the ticket. This information is purely for internal workflow.

    2 votes

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    0 comments  ·  Customers  ·  Admin →
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  12. I propose a key enhancement: automatically capturing scheduled activities, such as on-site client installations or Teams-room setups, as time entries in tickets. This functionality is essential to ensure that the time allocated for these planned activities is directly reflected in the ticket's time tracking.

    The current lack of automatic synchronization between our calendar scheduling and ticket time entries represents a significant inefficiency in our process. Implementing this feature would greatly enhance accuracy in our time management and billing practices.

    1 vote

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    0 comments  ·  Tickets  ·  Admin →
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  13. Umleitung/Weiterleitung des "Create Ticket"-Button im Helpdesk-Agent zum Standard E-Mail Client. Dort soll die E-Mail-Adresse zum Ticketsystem automatisch eingetragen werden.

    2 votes

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    1 comment  ·  Tickets  ·  Admin →
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  14. I propose a critical enhancement: the ability to forward emails from tickets to other internal departments or external entities without modifying the original ticket content or requester information. This functionality is vital in scenarios where individuals beyond the original requester need to be engaged for resolution, such as liaising with a key account manager or arranging new hardware purchases.

    The absence of this basic yet essential feature in a service desk environment is a significant oversight. Its implementation would greatly streamline communication processes, ensuring efficient and effective resolution of tickets that require broader collaboration.

    5 votes

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    1 comment  ·  Tickets  ·  Admin →
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  15. I propose implementing a feature to ensure technicians log time on tickets before marking them as 'Resolved' or 'Closed'. This can be achieved through:

    An automation rule prompts for time entry upon status change.

    Adding a checkbox in the general settings or for each contract to enforce this requirement.

    2 votes

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    0 comments  ·  Tickets  ·  Admin →
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  16. Aus Abrechnungs- und Revisionsgründen kann es erforderlich sein, eine Übersicht zu erhalten über alle Clients mit dem Datum, wann diese der Atera-Console hinzugefügt wurden.
    Es wäre schön, wenn diese Information z.B. im Export des Auditors zur Verfügung stehen würde.

    2 votes

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  17. a way to have the system email or notify if lets say X percent of the devices are offline? X being what ever percent you
    set as your notification threshold.

    1 vote

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    0 comments  ·  Alerts  ·  Admin →
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  18. Integration of Innovaphone myApps telephonie.

    2 votes

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  19. All the data that you store for a cutomer
    - customer_name
    - phone #
    - email domain
    - etc.

    should be variables that can be setup to be passed to the IT Automation script variables when you run a script that has variabels

    this way i can setup 1 IT Automation policy that has {[companyname]} variable... which then gets the companyname from the company that the agent is in...

    this would reduce the # of IT Automation policies we need to setup from many to 1... making everything way more dynamic

    2 votes

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  20. A solution field should also be added to the ticket system. So that the customer can keep track of the work progress. I only see the description for the customer.

    2 votes

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    0 comments  ·  Tickets  ·  Admin →
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