4988 results found

1. opening a ticket on a user's behalf shows technician's comment as the users

   If I open a ticket on behalf of a user, the public comments entered on the initial ticket form will show as being posted by the user rather than the technician who opened the ticket.

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2. Internal Tickets

   Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?

   We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.

   We would like them NOT to email any info to the client about these internal-only tickets.

   We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.

   We also created a ticket view to see these internal tasks (Quotes, Etc)

   Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?

   We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.

   We would like them NOT to email any info to the client about these internal-only tickets.

   We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.

   We… more

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3. 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.

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4. Can we get a feature to send out an SMS for P1 / P2 tickets

   Can we get a feature to send out an SMS for P1 / P2 tickets

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5. Hebrew wrong translation for Impact dropdown

   In Impact (השפעה עסקית) in Hebrew it says
   נמוכה

   but:
   בינוני
   גבוה
   קריטי
   (should be בינונית + גבוהה+ קריטית)

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   0 comments  ·  Customer Portal & Knowledge Base  ·  Edit…  ·  Delete…  ·  Admin →
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6. Ticket automation condition for self\signed in technician.

   The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard ticket processing, I receive an alert which I don't need.

   The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard… more

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7. A report that will list all Bitlocker keys for the associated PC

   Why do we need a script to get a report of all the bitlocker keys for quick archival? the keys are saved to the site and we should be able to get a report of all machines and associated keys. The only solution a tech gave would be to run a script for all PCs to save the key to a specified location. Not only would this be a massive licensing cost for the month, but we would need to do this every time we added a new device. the information is already saved tot he site and we can see the status in the auditor so why not the key as well?

   Why do we need a script to get a report of all the bitlocker keys for quick archival? the keys are saved to the site and we should be able to get a report of all machines and associated keys. The only solution a tech gave would be to run a script for all PCs to save the key to a specified location. Not only would this be a massive licensing cost for the month, but we would need to do this every time we added a new device. the information is already saved tot he site and we can… more

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8. Refresh all Software Inventory on every device at once instead of one at a time

   Atera has a way to refresh software inventory on each device manually. However, it can be a little frustrating after running a script on several of computers because you have to refresh all Software Inventory on one* device at a time instead of all of them simultaneously. This would be very helpful when you trying to filter out what computers now have this software installed and how many more don't have the software installed.

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9. Customer Groups

   Categorize Customers ( Property : Group )

   It's hard to manage Technicians access privileges ( on Customers )
   when creating many new customers.

   Would be more handy ( dynamic ) with customer groups.

   Assign Technicians Groups -> Customer Groups 👍

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10. Granular Splashtop / Anydesk deployment

    Dear Atera Team,

    Firstly, I’d like to express our gratitude for the incredible value Atera has brought to our business. Your platform has revolutionised how we operate, driving efficiencies across our workflows and empowering us to deliver outstanding support to our customers. It’s been a game-changer for us!

    As enthusiastic users of Atera, we occasionally encounter small challenges where we feel there’s an opportunity to enhance the platform even further. One such area is the management of remote desktop functionality.

    We have a use case where some of our customers require us to have remote access to their devices, while others specifically request that we do not. It would be immensely beneficial if Atera offered the ability to configure remote desktop settings on a per-customer basis. Ideally, this would allow us to enable or disable the remote desktop agent (e.g., Splashtop or AnyDesk) during the customer creation stage, or as part of the initial Atera agent installation process.

    While we’re aware of the registry key method to disable these agents post-installation, it’s not always feasible for environments with hundreds or even thousands of devices, particularly when some are rarely online. Attempting to retrospectively disable remote desktop in such cases can take significant time and effort, which isn’t always practical.

    By introducing this functionality, Atera could not only simplify compliance with individual customer requirements but also enhance deployment efficiency and reduce the administrative overhead for teams like ours.

    We’re huge fans of Atera and are passionate about supporting your journey as much as you’ve supported ours. We hope this suggestion is something that resonates with your vision for the platform, and we’d love to see it come to life!

    Thank you for considering this request, and please don’t hesitate to reach out if you need further clarification or details.

    Dear Atera Team,

    Firstly, I’d like to express our gratitude for the incredible value Atera has brought to our business. Your platform has revolutionised how we operate, driving efficiencies across our workflows and empowering us to deliver outstanding support to our customers. It’s been a game-changer for us!

    As enthusiastic users of Atera, we occasionally encounter small challenges where we feel there’s an opportunity to enhance the platform even further. One such area is the management of remote desktop functionality.

    We have a use case where some of our customers require us to have remote access to their devices, while… more

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11. Improve SNMP module

    1. SNMP monitoring in dashboard, OID values and what not.
    2. Support for Linux/Fedora based monitoring agent.
    3. SNMP trap receiving.
    4. More control on SNMP settings, polling rate, etc.
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12. SNMP Alert re-creation in case it was removed or resolved manually

    Currently, if a SNMP device raise an alert, but a technician will delete/resolve manually the alert, Atera won't generate a new SNMP alert from OID for that device. In order for a new alert to be generated, the OID value needs to change in order not to satisfy the condition, then only if the condition is satisfied a new alert will be generated. This can create issues, as some alert will be missed. The best procedure in this case is to follow the same process as for the Threshold profile alerts, where if we delete an alert from the dashboard, a new one will be created within 24 hours.

    Currently, if a SNMP device raise an alert, but a technician will delete/resolve manually the alert, Atera won't generate a new SNMP alert from OID for that device. In order for a new alert to be generated, the OID value needs to change in order not to satisfy the condition, then only if the condition is satisfied a new alert will be generated. This can create issues, as some alert will be missed. The best procedure in this case is to follow the same process as for the Threshold profile alerts, where if we delete an alert from the dashboard,… more

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13. Disable Scripts

    Atera should the ability to disable scripts. This way you can enable or disable a script without having to modify the IT Automation and adding/deleting a script.

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    0 comments  ·  IT Automation and Patch Management  ·  Edit…  ·  Delete…  ·  Admin →
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14. IT Automation List Integration

    When using an IT Automation to deploy software, I need the ability to import a CSV file where Atera will use this list based on device name and domain name to deploy software.

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15. Attach an Agent to manual ticket

    When creating a ticket manually, no agent can be assigned

    This would be relevant for back-office ticket creating -> Technicians

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16. Configuration Policies : Restart outside of active hours

    Weekday & Time

    Server restart only at weekend ..

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17. Assign requestor based on reply-to email not sender

    When using using tools like wufoo or jotform the email incoming is from no-reply@jotform.com (sender email). That creates the tickets and assigns the ticket to the user no-reply@jotform.com. Jotform/wufoo have the capability to use an email collected in their form to add as the "reply-to email". I use this currently with zendesk from both wufoo/jotform so the tickets are assigned to the correct requestor.

    Please add that as an option for inbound email tickets or the ability to run a ticket automation to update the requester based on this attribute.

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18. retired

    Make a device retired with manual button

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19. Closing Ticket

    I have a question. Some of our users have noticed that when we close a ticket, it creates another email. Is it possible that when we close the ticket, it keeps the original email from the first creation?"

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20. Ability to import MIB files

    It would be important to implement the import of Mib (Managed Information Base) files to Atera
    It would be very useful to improve a lot the use of SNMP.
    Now you work with individual OIDs, if you could import a specifoic MIB per device it would be fabulous.

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