2 results found

1. Sync "Email" Addresses from Azure AD rathar than "User Principal Name"

   At our organization, we do not use UserPrincipalName@domain.com for email addresses. Instead, we use the Email Address filed in Azure AD as the email address. When we synced Atera with Azure AD, is synced the email field with the UserPrincipalName@domain.com. Now when users are emailing the helpdesk with service requests, Atera creates new contact using the sender's email address which is not the same as the UPN. This is creating duplicate users in Atera. I have opened a ticket about this with Atera and have not received any indication that this will be mended any time soon. So, this is the reason I am putting this here.

   At our organization, we do not use UserPrincipalName@domain.com for email addresses. Instead, we use the Email Address filed in Azure AD as the email address. When we synced Atera with Azure AD, is synced the email field with the UserPrincipalName@domain.com. Now when users are emailing the helpdesk with service requests, Atera creates new contact using the sender's email address which is not the same as the UPN. This is creating duplicate users in Atera. I have opened a ticket about this with Atera and have not received any indication that this will be mended any time soon. So, this… more

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   0 comments  ·  PSA Tools  ·  Delete…  ·  Admin →
   Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

   Hey, 

   
   

   Happy to share this was implemented and we now support the importing of users  based on the "Email" field. 

   To do so, please contact our support team and we will change the backend configuration for your account.

   You can read more here: https://support.atera.com/hc/en-us/articles/4409774509714-Azure-AD-Integration 

   
   

   Thank you for the suggestion,

   Yakov

2. Ticket automation rules on unassigned tickets

   It would be nice to be able to sent an email when a new ticket remains unassigned for x time.

   11 votes

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   1 comment  ·  PSA Tools  ·  Delete…  ·  Admin →
   Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

   Hey all,  

   
   

   Happy to share that you can now perform real time and time-based actions (such as notifying or auto-assigning unassigned tickets after X hours) in our ticket automation rules.

   
   

   You can find a guide for setting up a use case here (notifying a manager if a ticket was unassigned for 24 hours):

   https://support.atera.com/hc/en-us/articles/5914785808156#Unassigned24Hours

   
   

   Thank you for this suggestion, we hope you find it beneficial! 

   
   

   Yakov