4746 results found
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Make the "Group" field on tickets visible on the Customer Portal
We would like the "Group" field on tickets to be visible on the Customer Portal view so our end users can see which team within our IT department is handling their ticket.
This helps because each team has their own set of SLAs and standards they follow, so it helps set better expectations and understanding with our end users when they have this information available to them.
1 vote -
Can only CC in contacts
Used to be able to add any email address to CC email field of ticket, then send email. Recently, perhaps since From field became selectable or more recent, can only add email address to CC email field that are contacts. Ticket may involve dealing with 3rd party service providers or the client's client, or B2B partners so should be able to add email addresses to ticket email CC field that are not contacts.
1 vote -
No longer able to assign any device to a ticket, can only assign contact linked devices
Used to be able to assign any device to a ticket, if device and ticket for the same client. Recently has been this contact linked devices change, since then the only devices that can be linked to a ticket are devices linked to the ticket contact. This makes no sense to be, as the ticket contact could change whilst the device, being the reason for the ticket, should not change. As in the case of a ticket being raised for a printer issue, or issue on a server, or a shared computer. The ticket device shouldn't change, the ticket device…
1 vote -
Knowledge Base
When first opening the knowledge base, the search window appears at the top, which suddenly jumps down once the "Popular Articles" section gets filled out, this means that I end up clicking on some article as that has jumped in where the search window was. Don't move the search box, have it STATIC at the top. It is very annoying.
1 vote -
It would be great to be able to assign multiple devices a particular software or other automation by agent, not folder or site.
It would be great to be able to assign multiple devices a particular software or other automation by agent, not folder or site. Or, be able to assign multiple folders per device. Even better, would be able to assign by user from EntraID.
1 vote -
Successful/Unsuccessful profile execution in the device
Show whether the automation profile is successful or unsuccessful in the deivices activity log instead of a link to see the report.
1 vote -
Customer creation for level 1 techncians
We need non-admin users to be able to create Customers. We have custom roles created, and a lower level technician should be able to create a new customer, assign contacts and set them up. Deletion (or even better - archive, deactivate, or retire a customer) should certainly fall to an Admin role.
1 vote -
[API] SearchOption
When searching contacts by phone number through the API, the searchOptions.phone filter only matches the Phone field of a contact. It does not match MobilePhone, even though both fields are part of the same
contact record and both are valid phone numbers for that contact.Use case
We are building an automation that needs to identify the calling end-user from their phone number and resolve them to an Atera contact in order to retrieve their tickets,
post comments on their behalf, etc. In real customer data, the mobile number is stored in MobilePhone for the majority of contacts (landline goes…1 vote -
Patch & Automation Feedback Too Vague
This has to be the single most painful feature for us. The report may as well not exist because it doesn't tell us anything meaningful about 90% of the time, and it is incapable of reporting current progress.
It also lacks any detail around each sub-process start/finish time, as well as the overall finish time of the entire process.
We need something that can provide us with a granular status where each item in a bundle is reported as being started, show any in-progress status that is provided by the installation package, and provide a finish timestamp for each item…
1 vote -
Software Bundle Deployment Very Slow
Software Deployment is incredibly slow, and lacks any meaningful feedback during and after the process completes. No matter how many softwares are included in the list, it seems to take nearly an hour to deploy. Meanwhile, when we use a script to deploy a series of Ninite packages, they are done in 20 minutes...
At this point we only install two things from our default software bundle, and it STILL TAKES FOREVER. We don't even know when it really finishes without pulling event logs.
The whole point behind automation is to do it faster than a person... right now the…
1 vote -
Merge Same Devices but different Types
I would love to be able to merge devices of different types. For instance, a server chassis has the OS layer (agent) but also remote management (snmp). Tracking the fan health of the chassis requires I go into the SNMP device and all alerts are unrelated to the agent itself. It would be nice to merge the two devices so that I can track them as one. Printers are another good example, where I want to track the OID values (snmp) but also be alerted if the web interface (http) is ever not available.
1 vote -
Merge Same Devices but different Types
I would love to be able to merge devices of different types. For instance, a server chassis has the OS layer (agent) but also remote management (snmp). Tracking the fan health of the chassis requires I go into the SNMP device and all alerts are unrelated to the agent itself. It would be nice to merge the two devices so that I can track them as one. Printers are another good example, where I want to track the OID values (snmp) but also be alerted if the web interface (http) is ever not available.
1 vote -
API integration with Sangoma PBX to reset voicemail password
Link with Sangoma PBX to pull call recordings and reset voicemail passwords
1 vote -
Email subjects for AI responses
Can we have the ability to customize or put guidelines in place for the email Subjects on Robin/Autopilot's responses in email? We would like to make sure that the ticket number is always listed at the beginning of the subject. It would make it easier to quickly identify the ticket in question if an end user has multiple open tickets in progress.
1 vote -
What software was updated
Can we get detail report of which app was updated.
Currently we can only view the devices that got updated rather than what software was updated on the device.1 vote -
no details of the queued devices that did not get updated when IT automation profile
How do we know if the offline devices got updated when an IT automation profile is set to queue devices for a week or a month .
The report should mention if any of the device got updated when they came online. This will confirm if queuing devices even works.1 vote -
Ability to delete within tickets PLEASE!
Users often send things to their tickets that are completely unrelated. The tickets get messy. We need a way to delete information that is sent to tickets please!!!!!!!!!
1 vote -
Ability to copy a ticket
Sometimes I have to create several tickets that have all the same information - it would be helpful if we could "copy" a ticket as a starting point and have it bring over all the info (categories etc.)
1 vote -
Print MULTIPLE Tickets
I would like Atera to have the ability of print multiple tickets.
In the past, I see that someone suggested the Idea and It got moved to production and it's live now.
However...
In my organization, we are ask in a monthly base, to describe and summarize our 'highlights'.
What I have been doing it, it's I go through 20~ tickets manually, select the print option, and save it as a PDF...
Then I use AI to give it formatting base on the ticket in that PDF.
I would like, and I think it will be useful-- to allow multiple…
1 vote -
Ability to filter the run of IT automation and threshold profiles by agent details
If we create an IT automation or threshold profile that's only for Windows Servers then we have to create Profile at each and customer assign every Server to it and then assign every of that Server profiles to the automation profile
That's cumbersome and prone to errors
Much more efficient would be a set of filters at the automation profile, like "is Server" or "is a domain controller" or maony other smart things.
We would just assign am automation oder threshold profile to customers and it runs only at the matching agents
1 vote
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