4819 results found

1. Allow ticket properties to be made visible based on the ticket Technician Group

   Atera currently displays certain custom fileds based on the ticket form that's selected.

   This requires us to create Tickets Forms e.g. Workforce tickets that aren't user facing so that we can see the corrosponding fields inside a ticket (See attached screenshots)

   Because we have to use a form for displaying these fields, a non user facing form is displayed in our user ticket form which isn't ideal.

   We use technician groups to act as different queues for different types of tickets e.g. Workforce tickets. Can we make certain custom fields visible based on the Technician Group rather than having to select a from that contains the field?

   Atera currently displays certain custom fileds based on the ticket form that's selected.

   This requires us to create Tickets Forms e.g. Workforce tickets that aren't user facing so that we can see the corrosponding fields inside a ticket (See attached screenshots)

   Because we have to use a form for displaying these fields, a non user facing form is displayed in our user ticket form which isn't ideal.

   We use technician groups to act as different queues for different types of tickets e.g. Workforce tickets. Can we make certain custom fields visible based on the Technician Group rather than having to… more

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2. Feature Request: Repeating Alerts for Critical Devices and Scripts

   Hi Atera Team,

   I'd like to request the ability to configure repeating alerts for designated critical devices and scripts.

   Current Problem

   Currently, Atera sends a single notification when a device or script enters a failed state.

   In many environments, that single email can easily get lost among other monitoring alerts or simply among the hundreds of other emails people receive throughout the day. As a result, the customer may never see the notification until much later, allowing a critical issue to go unresolved for hours or even days.

   Proposed Feature

   Allow any supported object to be marked for repeating notifications.

   This could apply to:

   PCs
   Servers
   Generic Devices
   Scripts

   For example:

   Repeat alert every: 15 minutes, 30 minutes, 1 hour, 2 hours, etc.

   The repeat notifications would continue until the device or script returns to a healthy state.

   Suggested Implementation

   Atera already allows us to choose which notifications we receive, such as Critical and Resolved alerts.

   It seems like the most natural place for this feature would be in that same notification configuration area. For example, a simple option such as:

   ☐ Repeat this alert every: ___ minutes until resolved

   This would fit naturally into the existing alert configuration without changing the current workflow for users who don't need the feature.

   Example

   I monitor customer camera systems.

   Some alerts are informational, but others are extremely important.

   Examples include:

   Camera Server offline
   RAID array failure detected by a custom script
   Core network equipment offline

   If the original email is overlooked or buried in the customer's inbox, the customer could unknowingly operate for hours or even days with a critical failure. Repeating notifications at a configurable interval would greatly increase the likelihood that the issue is noticed and addressed promptly.

   Expected Behavior
   A critical device or script enters a failed state.
   Atera immediately sends the initial notification.
   If the device or script remains in the failed state, Atera sends another notification at the configured interval.
   This continues until the issue is resolved.
   Once the device or script returns to a healthy state, Atera sends the normal recovery notification and stops the repeating alerts.
   Benefits
   Prevents critical alerts from being forgotten or overlooked.
   Helps ensure outages are resolved more quickly.
   Gives customers confidence that important failures won't disappear into their inbox.
   Allows repeating notifications to be enabled only for the devices and scripts that truly require them, preventing unnecessary email traffic.
   Gives customers flexibility to decide which devices and scripts warrant persistent notifications and which only need a single alert.

   This feature would work especially well alongside an "Only Alert if Offline for X Minutes" request that I also made here. Less important or unstable devices could wait before generating an alert, while truly critical devices and scripts could continue reminding users until the issue has been resolved.

   Thank you for considering this request. I believe this would significantly improve Atera's monitoring capabilities for businesses that rely on timely notification of critical infrastructure failures.

   Hi Atera Team,

   I'd like to request the ability to configure repeating alerts for designated critical devices and scripts.

   Current Problem

   Currently, Atera sends a single notification when a device or script enters a failed state.

   In many environments, that single email can easily get lost among other monitoring alerts or simply among the hundreds of other emails people receive throughout the day. As a result, the customer may never see the notification until much later, allowing a critical issue to go unresolved for hours or even days.

   Proposed Feature

   Allow any supported object to be marked for repeating notifications.

   … more

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3. Feature Request: Per-Device Alert Delay (Only Alert if Offline for X Minutes)

   Feature Request: Per-Device Alert Delay (Only Alert if Offline for X Minutes)

   Hi Atera Team,

   I'd like to request a feature that would significantly improve monitoring for environments with devices that experience brief or intermittent connectivity issues.

   Use Case :

   Many of my customers have surveillance systems that consist of:

   A Camera Server (Windows PC)
   Multiple Generic Devices representing IP cameras on the customer's network

   Some cameras may briefly disconnect dozens or even hundreds of times per day due to aging network cabling, camera hardware issues, or temporary network instability.

   Current Problem :

   Atera generates an alert every time one of these devices goes offline.

   This results in:

   Hundreds of unnecessary email alerts each day to me and my customers
   Alert fatigue
   Important alerts (such as the Camera Server going offline or a RAID failure) getting buried in the noise

   Proposed Feature Request:

   Add a configurable option for any monitored device (PCs and Generic Devices or Scripts because I have a script that detects when my USB attached Raid Arrays go off which is where all camera footage is stored honestly this is absolutely the most important alert they get if that is offline they are no longer recording):

   Only alert if device has been offline for X minutes

   Example configuration:

   Camera Server , Raid Array
   Alert immediately (0 minutes , Default Setting for Atera)

   Generic Devices
   Alert only if offline for 30 minutes or whatever we set it at.

   If the device reconnects before the configured delay expires, no alert should be generated.

   Why This Matters:

   For many of my customers, this isn't just a convenience.

   They are required by state regulations to document camera outages that exceed 30 minutes. If a camera remains offline longer than that threshold, they must complete and submit an outage report to the regulating agency.

   Because of this requirement, simply disabling alerts on problematic cameras is not an option. We still need notifications but only when the outage becomes significant. (like over 30 mins exactly in my case)

   Expected Behavior for this feature :

   • Device goes offline.
   • Atera starts an offline timer. (which I set that timer period)
   • If the device comes back online before the configured threshold, no alert is sent.
   • If the device remains offline longer than the configured threshold, send the normal offline alert.
   • Once the device recovers, send the normal recovery notification.

   Benefits

   This feature would provide several advantages:

   • Significantly reduce alert fatigue for MSPs and customers.
   • Ensure important alerts aren't buried beneath hundreds of transient device notifications.
   • Help our organizations remain compliant with regulations that require reporting prolonged outages.
   • Reduce unnecessary email volume, which could lower the number of outbound notifications Atera has to generate and process. At scale, that could reduce load on your notification infrastructure while also improving the customer experience.

   This would dramatically improve the signal-to-noise ratio of monitoring without changing existing alert behavior for customers who don't enable the feature.

   Thank you for considering this request. I believe this would be valuable for surveillance deployments, IoT environments, and any customer who monitors devices that may experience brief connectivity interruptions while still requiring reliable alerting for prolonged outages.

   Feature Request: Per-Device Alert Delay (Only Alert if Offline for X Minutes)

   Hi Atera Team,

   I'd like to request a feature that would significantly improve monitoring for environments with devices that experience brief or intermittent connectivity issues.

   Use Case :

   Many of my customers have surveillance systems that consist of:

   A Camera Server (Windows PC)
   Multiple Generic Devices representing IP cameras on the customer's network

   Some cameras may briefly disconnect dozens or even hundreds of times per day due to aging network cabling, camera hardware issues, or temporary network instability.

   Current Problem :

   Atera generates an alert every time one… more

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4. Ticket Times

   If a user raises a ticket, and has a device linked to that user. When you connect to that device via Atera, it should automatically add the time you were connected to the ticket. Other tools such as Autotask have this feature and it is extremely useful

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5. ticket time

   If a user raises a ticket, and has a device linked to that user. When you connect to that device via Atera, it should automatically add the time you were connected to the ticket. Other tools such as Autotask have this feature and it is extremely useful

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6. eset for germany
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7. Dynamic field mapping for Cloud Actions via Custom Fields

   Summary
   Cloud Actions should be able to pull values for API calls dynamically from user-defined Custom Fields, instead of only supporting static input or full list retrieval. This would enable targeted update/write operations against the Atera API (and external APIs) without having to manually identify the relevant record.
   Current behavior
   When I set up a Cloud Action against the Atera API (e.g. "Update Customer"), I can essentially only retrieve all entries via the API. There is no way to dynamically bind a call's parameter to a specific record or an existing Custom Field. As a result, targeted updates are cumbersome or not possible at all.
   Desired behavior
   When creating a Cloud Action, I want to define per API parameter where the value comes from - in particular, from a user-created Custom Field. Example:

   Cloud Action: "Update Customer" (Atera API)
   Parameter CustomerID → Source: Custom Field customerid
   The action reads the value from the field, matches the corresponding entry, and performs the update specifically for that record.

   Specifically, this would require:

   Selecting the value source per parameter (static value, variable, Custom Field).
   Mapping Custom Fields to API parameters directly in the action editor.
   Validating/matching the entry before the write operation, so the correct object gets updated.

   Use case / benefit
   This would make it possible to build real automated update workflows (maintaining customer data, keeping fields in sync, reconciling external systems) instead of only reading and "dumping everything." For MSP scenarios with individual Custom Fields, this is a significant improvement in efficiency and data quality.

   Summary
   Cloud Actions should be able to pull values for API calls dynamically from user-defined Custom Fields, instead of only supporting static input or full list retrieval. This would enable targeted update/write operations against the Atera API (and external APIs) without having to manually identify the relevant record.
   Current behavior
   When I set up a Cloud Action against the Atera API (e.g. "Update Customer"), I can essentially only retrieve all entries via the API. There is no way to dynamically bind a call's parameter to a specific record or an existing Custom Field. As a result, targeted updates are cumbersome… more

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8. Time Since Last Activity Condition

   I would like to see a trigger or condition based on the Time Since Last Activity of a ticket.

   I am wanting to create an automation rule that sends an email to a technician after 72 hours since last activity on an open or pending ticket as a reminder to follow up on the ticket.

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9. Limit bearer token to ipv6 address

   Allow IPv6 as well as IPv4 on bearer token.

   When creating a new API Token I have to allow all Any since our production servers use IPv6 and the input form will not allow that.

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10. Device Page Title Arrangement

    On the Device page you should improve navigation by organizing the title line in this format:

    Back arrow, Device OS Type, Favorite Star, Customer Name, Folder, Device name

    Also in the sub title you could list the currently logged in or last active user next to the contact to see them at a glance instead of navigating to the tabs below.

    This would prevent the need to look at the Overview tab to identify the relationship of the device. it is exspecially helpfull if multiple organizations have similar or exact device names (ie:server). Also providing a refresh button or auto refresh option for when devices are rebooted for tech to know when the agent comes back online.

    On the Device page you should improve navigation by organizing the title line in this format:

    Back arrow, Device OS Type, Favorite Star, Customer Name, Folder, Device name

    Also in the sub title you could list the currently logged in or last active user next to the contact to see them at a glance instead of navigating to the tabs below.

    This would prevent the need to look at the Overview tab to identify the relationship of the device. it is exspecially helpfull if multiple organizations have similar or exact device names (ie:server). Also providing a refresh button or auto… more

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11. Implement domain-based restrictions for automatic contact creation from incoming ticket emails.

    Implement domain-based restrictions for automatic contact creation from incoming ticket emails.
    Currently, the setting applies to either all or none.

    For example:
    - Do not create contacts for emails originating from public domains (e.g., Gmail).
    - Automatically create contacts for emails from recognized company domains.

    Ideas for configuation either:

    • Maintaining an allow list of approved domains, or
    • Maintaining a block list of domains to exclude from contact creation.

    Thank you for your consideration

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12. Restrict the ability to set Closed Status on Tickets

    Since "Closed" status permanently closes a ticket without giving the requester the ability to re-open it, I'd like the ability to remove the "Closed" status from the Status dropdown box.

    The workflow we want to have is a technician sets a ticket to "Resolved" and then an Atera rule automatically changes Resolved tickets to Closed after a period of time which can be done. However technicians are accidentally setting tickets to "Closed" and duplicate tickets are being created when a requestor immediately replies.

    I know there's an option to allow "Closed" tickets to be re-opened, however I do not want to enable that option. So we can better track repeat issues, requesters not responding and putting in more tickets later/using more of IT's time, etc.

    The Data Management > Custom Fields page does not allow you to change anything about the built-in status values.

    Since "Closed" status permanently closes a ticket without giving the requester the ability to re-open it, I'd like the ability to remove the "Closed" status from the Status dropdown box.

    The workflow we want to have is a technician sets a ticket to "Resolved" and then an Atera rule automatically changes Resolved tickets to Closed after a period of time which can be done. However technicians are accidentally setting tickets to "Closed" and duplicate tickets are being created when a requestor immediately replies.

    I know there's an option to allow "Closed" tickets to be re-opened, however I do not want… more

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13. Device Search

    We name our devices in Atera based on Site and User. However, the devices themselves are named by their asset tag. When I search in Atera under Devices in EITHER category by device name it does not find it and the name is clearly in the information Atera gathers about the device. This is frustrating - please fix.

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14. Receive exported PDF of my scheduled patch management and IT automation via email

    It's super easy to schedule a report on any Patch Management and IT Automation profile and get an email every day.

    It would be soooo much more convenient and time-saving if you could get the export report in PDF format instead of a link directing you to the reports section.

    Hope this can be added at some stage.

    Thanks
    Ronald

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15. Tickets page new column

    Add the ability to add a column showing total time logged to a ticket directly from the main tickets page.

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16. Filtering on date fields (is null or is blank) unavailable

    Currently, Atera does not allow filtering tickets or views by blank or null values in date fields, including built-in ones like Follow-up Date or custom date fields.

    You cannot directly filter for tickets where the date is empty. There is no native functionality to filter by empty date fields or by today/tomorrow in custom date fields.

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17. customer device view back

    When viewing a device for a customer, there is no way to get back to customer devices. Going back goes to ALL devices. That's not funny for administer more devices of same customer.

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18. ticket sentiment in API

    Ticket Sentiment column is not exposed in API. When running reports, I cant get sentiment column for reporting the negative sentiment tickets

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19. Ticket Titles Lost after Merging Tickets

    Merged tickets have no history of their ticket titles. The ticket activity on the destination ticket just says "Ticket #40346 merged into this ticket" for example.

    The conversation entries are preserved but often the ticket titles will have the crucial information for the issue and they are lost when the ticket is merged.

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20. disable file transfer data showing for technician

    I have disabled the File Transfer tab in the Atera console; however, it still appears to be visible and accessible to the technical team. For data security and compliance reasons, we need to ensure that no file transfer data is visible or accessible to technicians.

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