Ability to assign a device to a ticket regardless of contact
So recently we discovered that when you assign a device to a ticket, it assigns that same device to any ticket associated with the ticket contact. So let's say you have 4 tickets open for the same user, if you assign a device to one of those tickets, Atera assigns that same device to all of that user's tickets.
This is problematic for may of our clients because we have quite a few clients that utilize multiple systems whether it be they have a desktop and a laptop or sometimes it may be something like a multi-user device where the same person may run into an issue with two different systems they open tickets for.
In other cases it may be a situation where a user opens a ticket or we open a ticket on their behalf and need to be able to assign devices to tickets regardless of who the contact is.
Shannon Jones
shared this idea
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Denis Payne
commented
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 need not be linked to a user, and the user may even change during life of the ticket. No problem assigning multiple devices to a contact, that makes sense, even allow device to be assigned to multiple contacts, but ticket device assignment should be independent of the contact.
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Ryan
commented
I cannot believe this has not been implemented. We look after many SMBs and the majority of them have procedures in place whereby only certain members of staff are able tickets. Very frustrating almost never having the correct device assigned to a ticket. Makes that entire functionality useless.
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DeAnna Birdsall
commented
We have clients that internally send their help requests to one person. That person is responsible for opening tickets, and wants to see the replies. In some cases without contacting the actual end user. It would be helpful to assign a device to that ticket, vs a contact name. Possible new fields, on behalf of "User name" and that user's "Device Name"