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  1. Roles should not require GOD Mode to create a customer.
    Roles that create a new customer need immediate access to customers in many cases for onboarding and activating helpdesk agent.
    Up until about 2 months ago, other roles were able to at least create a customer, but unable to have access until "Full Admin" gave rights. It feels like we are moving backwards instead of forwards.

    2 votes

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  2. Option to create view-only technicians without purchasing an additional license

    3 votes

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  3. For roles and permission: ability to create groups of technicians and then assign those groups to the customer so they can have access to the clients. As soon as you add a new technician to a group, that technician will then have access to X client. As of right now, if we create a new customer, we then need to go to each technician and give them that access. It can take a long time. A lot of our technician have a different role each.

    10 votes

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  4. Separate Running Scripts from Remote Connection Under RMM Permissions.
    In an ideal scenario it would be great to have detailed permissions for every function.

    1 vote

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  5. Currently there is a permission option to view other technician ticket but there should be an additional permission (on and off) for a technician ability to close tickets that don't belong to them.
    SLA, time entry and CSAT are linked with ticket owner and tech should not have the ability to close ticket on behalf of another technician. Only team leader or Admin should have this ability. We want all our tech to view all tickets, as when a customer calls and if the tech is not available, they can provide update to client. But technician should be restricted from…

    5 votes

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  6. Atera should have additional billable (or free...) roles other than technicians. We have project managers & help desk admins that do not provide technical support.

    We don't use Atera's ticketing because our admin staff would cost us an extra $300/month just for them use the help desk, nothing else.

    We would love a discounted "role" of a "Help Desk Manager" who like a technician has granular access to help desk tickets per assigned client. But that's all they can do.

    We have someone that can manage tickets, assign tickets, but do not have to be a full $150/month agent since…

    8 votes

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  7. Roles within Admin need to have the ability to have more control of what features each group has.
    Under RMM, the "Edit Device" feature is too strict. We want to be able to allow certain technicians to edit device names but not be able to delete them.

    Setting that can be turned off so that no technicians have the ability to delete anything.

    12 votes

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  8. I gather it won’t happen everywhere but certainly happens at our end (and most companies I work with); but we employ an accounts lady who handles all purchase ledger invoicing (buying a pen, paying for the supply of gas or electricity but also for Office365 or AWS) which is mostly done via our business partners portals.
    So basically one (free of charge) account should be made available per company that strictly covers administrative duties limited to Atera subscriptions and licensing, add and remove agents’ licences, edit payment details such as credit card details, invoices, etc.

    29 votes

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  9. In case of IT support teams spread on multiple sites (e.g. Technician A has an admin role for Site A, technician B has an admin role for Site B) as a supervisor for all sites and resident on site C, I would like to be able to assign tickets (or change requests) to technicians without having to make them admins of site C.
    In summary: the ability to assign multiple roles to the same techincian or be able to differentiate ACL for each site within a single role

    3 votes

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  10. Ticketing only Atera license

    13 votes

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  11. I do not want any Admin or technician having access to the files and folders of an end-user. So either this "File Transfer" option should be configurable under Permission-Roles or there should be granular permissions for the "Desktop Remote Manage" permission under RMM in Roles. I wouldn't mind this feature to be totally disabled as this can raise a flag in security audits or can cause a management concern where security of data is of topmost priority.

    17 votes

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  12. Should have custom read/contribute/modify/delete access for Knowledgebase.

    2 votes

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  13. Separate permission to manage threshold profile

    3 votes

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  14. It would be great for a tech to be able to set themselves as 'out of office' if they're away for any period of time. This way if a client updates a ticket assigned to that tech we can have an automation rule unassign the ticket so someone else can deal with it.

    At present the only way to do this is either, have someone watching that tech's tickets, or unassign jobs before leaving for a holiday/sickness. The process is too manual.

    29 votes

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  15. Expanding on earlier idea would be good to have the following:
    In Role Permissions:
    Build on to Desktop Remote Management and Server Remote Management but have a new item:
    Server Remote Access - Toggle remote access on or off for Servers.

    This way we can have a tech monitoring servers and running scripts we have made but make the tech assigned to role unable to remote into servers (Think L1 or L2 tech).
    Speaking of scripts, before "Manage Scripts" have a toggle to:
    "View Scripts" - on and off so that we can assign L1 or L2 tech the ability…

    27 votes

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  16. Reduced license for management to check tickets, run reports etc. I don't think its fair to charge a full license fee for a user that doesn't use most of the features

    7 votes

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  17. Ability to remove "view" option for scripts for tech that are not admin - Currently when they run the script on a device, there is option to view the script. The use case for that is, if we are using API key in the script to use custom fields, we don't want to expose our API key to normal technicians.

    14 votes

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  18. Roles & Permissions: when limiting access to a specific customer, the technician shouldn't be able to delete or edit IT Automation Profiles/Scripts that are assigned to other customers

    2 votes

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  19. Would like to have SNMP Templates Management added as an assignable role under RMM like Manage Scripts.

    1 vote

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  20. We have a problem where we need to restrict admin access to just management. However when we have tried to create custom roles previously, we have to specify which customers that role has access to. On top of this, when new customers are added to the system, we have to manually edit this role to enable those new customers each time.

    There needs to be a checkbox to allow access to all customers when editing the role.

    In the meantime, we have given up on using 'roles' and have to give everyone the admin role :(

    3 votes

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