Ideas and Feedback

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  1. You provide a limited license to your customer for the purposes of enabling some level of IT support or support assistance such as tracking and prioritization

    130 votes

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    Under Review  ·  2 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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  2. How are you using the Roles' functionality? Would you like us to add any new permissions? Would you like us to add any default roles? Share your needs...we're listening!

    86 votes

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    Planned  ·  21 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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  3. Desperately need various roles for non-technical people to be able to access Atera for PSA and Billing purposes.

    Sales people should be able to add customers/customer information, but never be allowed access to RMM functions like devices or scripts or anything technical--but the option to grant those permissions should also be there for technical-minded sales people. (Think Sales Engineer who moved to that role from Field Tech and helps clear ticket queues from time to time)

    Billing people should be able to add/edit customers, do invoicing, manage ticket information (like correcting spelling errors) etc... but not have access to anything…

    16 votes

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    1 comment  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  4. Not all technicians should have the same privileges per customer, folder, or machine.

    We need the ability to limit level 1 or outsourced technicians from running scripts, accessing a remote command prompt or PowerShell.

    Currently, all technicians have SYSTEM account access to all endpoints.

    This is a major security concern!

    Currently, any technician can reset or create admin credentials.

    This includes Active Directory domain controllers.

    Entering the following commands from a remote command prompt will grant all technicians domain admin rights.

    net user administrator /active:yes
    net user administrator $NewPassword$

    11 votes

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    0 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  5. 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.

    10 votes

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    2 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  6. Need the ability to have non-technical staff in Atera's Admin section for billing and account (customer) setup. These back-office people have zero need nor should they have access to RMM capabilities.

    10 votes

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    4 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  7. Ability to give the option to hide the Add-ons tab

    9 votes

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    1 comment  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  8. Ability for techs that don't have Admin privileges to add SNMP devices.

    8 votes

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    1 comment  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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  9. A username and password for a PA with no access to reports, devices or alerts.
    All that should be available is the tickets section - create tickets on behalf of customers when the PA picks up the phone, ability to re-assign tickets from one engineer to another.

    7 votes

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    0 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  10. I think it would be good if there were separate permissions to edit the knowledge base without being a full administrator. A process description does not have to open up the possibilities in the same way as the right to extend a license.

    6 votes

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    1 comment  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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  11. Provide more permission to users.
    Give permission to assign to folders to not just admin, permission to create IT automation too.

    6 votes

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    3 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  12. Automatic admin credentials generated for servers that cycle say every 10 minutes.

    I know we have this in Connect wise continuum at my current day job.

    When we go to sign in to a server we generate a new unique password every time. This password refreshes every 10 minutes or so. This would be helpful for security purposes.

    5 votes

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    0 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  13. 4 votes

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    0 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  14. The ability to grant full acces permissions to a technician without the billing information. Right now this doestn't work correctly in the Atera console.

    4 votes

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    0 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  15. For the Admin role the default for:
    Ticketing Automated Assignment should be set to
    DO NOT Include user in the auto-assignment list found in Ticket Automation Rules
    With the option to change the setting without having to create a new role.
    HR, Accounting, Owners, NOC, and Escalation need higher-level access without being auto-assigned tickets that should be going to the helpdesk.

    3 votes

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    0 comments  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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  16. Expanding on earlier idea would be good to have the following:
    In Role Permissions:
    Build on to Desktop Remote Management and Server Remote Management but have a new item:
    Server Remote Access - Toggle remote access on or off for Servers.

    This way we can have a tech monitoring servers and running scripts we have made but make the tech assigned to role unable to remote into servers (Think L1 or L2 tech).
    Speaking of scripts, before "Manage Scripts" have a toggle to:
    "View Scripts" - on and off so that we can assign L1 or L2 tech the ability…

    2 votes

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  17. It would be great for a tech to be able to set themselves as 'out of office' if they're away for any period of time. This way if a client updates a ticket assigned to that tech we can have an automation rule unassign the ticket so someone else can deal with it.

    At present the only way to do this is either, have someone watching that tech's tickets, or unassign jobs before leaving for a holiday/sickness. The process is too manual.

    2 votes

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    1 comment  ·  Roles and Permissions  ·  Flag idea as inappropriate…  ·  Admin →

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  18. I think it would be a good idea to be able to hide these tabs for certain roles
    EG we have a client that has an onsite technician and he has access to our ticketing system I do not want him to be able to see those tabs
    Our L1 techs should also not be able to see those tabs since we do not use them

    2 votes

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  19. Ability to set roles for viewing the Activity Log instead of providing full admin access or not. Currently if a user is not granted full admin access, they will not be able to view the activity log.

    2 votes

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  20. In addition to a customer portal to view tickets, a non-technician licence which would allow end customers to see their devices and alerts as well

    2 votes

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