Ideas and Feedback

Ideas and Feedback

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  1. It would be greate if the SLA definition could also be set to fields like Ticket Proiority or Ticket Type instead only to Ticket Impact.

    In some cases Incidents must be handled differently than a change or a request even if it have the same Ticket impact - like Minor - or those fields gets hide in the ticketing portal.

    3 votes

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  2. Ability to add custom drop down options for the status of tickets. This will allow to use Atera as project management tool as well.

    2 votes

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  3. 2 votes

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  4. When on a ticket, it'd be a good idea to pause a ticket than outright stop it.

    5 votes

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  5. the ability to schedule an existing ticket for a later date

    8 votes

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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. Currently if we want to use the APIs to pull certain tickets or time entries for a particular client and/or a particular timeframe, we have to pull ALL THE TICKETS in our Atera account (which takes a long time, and generates a lot of traffic to Atera's servers).

    Can you please add additional criterias to avoid all this extra traffic and make the API calls faster?

    Time Entries and Tickets search:
    * Before date-time
    * After date-time
    * Customer ID
    * String in comments (all words, or any words).

    Thank you!

    4 votes

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  7. Currently there is no way to quickly view/edit timeentries within a timeframe (all of for a client in particular). The manual process to do this is incredibly painful. (go to timesheet, and open manually each ticket, go to time entry, and pinpoint the time entry, save, re-run timesheet, etc.).

    Please add an screen to review all time entries.
    1) List the time entries (filter by timeframe, customer, billable or not)
    2) Allow to quickly edit a time entry
    3) Display total

    3 votes

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  8. It would be helpful to have ticket templates/ticket option type for the end user creating a ticket.

    For example, the end user is requesting a new hire setup. They would be able to go to create a ticket and have the option to select "New Hire" ticket. Then, fields would appear that have been customized by the admin.

    On the other hand, maybe even having an option create a form for end users to fill out and generates a ticket.

    2 votes

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  9. When you merge tickets alerts, no information is left on the ticket so we don't know what it is referring to. Useful to add the body of the ticket or the title of the ticket/alert. Or maybe a link to the other closed ticket.

    1 vote

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  10. When viewing the list of tickets, it would be very helpful to see that next scheduled touch date. That in conjunction with the activity status would make the "Tickets" view much more usable.

    2 votes

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  11. Option to assign multiple contacts to a ticket.
    A single issue in a ticket can touch multiple users/contacts. When an ticket is scaled up from incident to problem. or when multiple people experience the same issue. I would like to be able to add more contacts to an issue.

    4 votes

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  12. It would be nice to have the ability.. or if it came out of the box, to have a view in tickets called My tickets so that technicians can see a list of all the tickets they are assigned to...instead of creating a view for each tech.

    3 votes

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  13. Ability to set Technician status to away, vacation, or project so that they are not assigned tickets during this time.

    1 vote

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  14. Split ticket in activities. every activities should have a different contract. like on site and remote support have different price but ticket is the same.
    Then after ticket is closed contract nedd to be unchangeble.

    2 votes

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  15. If we are going to work in an ITIL compliant environment, I think you should be able to change the default ticket type to be REQUEST. More items come in as Service Requests than they do as INCIDENTS.

    2 votes

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  16. Users sometimes email in with info only in the subject, or they set out of office with no info in the body. If this occurs all we see in the ticket is a blank entry.
    Solution would be to include the email subject.

    1 vote

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  17. Change management for tickets: I want to integrate it into Atera so we can manage instance requests and changes because at the moment we don’t have a change platform. A ticket but you need to have a manager approval on there. For bigger tickets that need to be approval. https://community.servicenow.com/community?id=community_question&sys_id=cc8e16e7dba41f442328f3231f9619d9

    2 votes

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  18. When closing the ticket - it throws up a box where you can enter the fix/resolution for the ticket. Perhaps add tagging options to make it searchable. This would be helpful for tickets with long threads of communication between the user and technician and simplify finding the resolution for an issue.

    14 votes

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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!

  19. When creating a ticket the end user may have a screenshot of the problem they'd like to share, allowing image attachment capabilities to the API would give them the option of need be.

    1 vote

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  20. While entering time in a ticket, add the ticket status drop down to close or change the ticket status to reduce the amount of steps needed.

    1 vote

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