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4977 results found
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View AgentID in the GUI
When you view a customer, the CustomerID shows in the URL.
When you view an agent, the AgentGUID shows in the URL.When working with the API, you require the AgentID. Please expose this via the GUI.
1 vote -
Ticket Automation rules for Offline Technicians
We have a ticket automation rule setup where all tickets go to a specific tech first, and then the tech re-assigns the ticket to other techs according to the issue. However if that technician is out of the office for the day, the other techs need to keep an eye on their ticket inbox. It would be nice to have a condition added to the automation rules where if that tech is offline, the ticket automatically goes to another techs ticket cue.
For example, Our current setup is the following: A new email is sent to our support email. The ticket is automatically assigned to Tech A.
What I propose is if Tech A is absent, the ticket automatically assigns to Tech B. If Tech B is absent, the ticket assigns itself to Tech C, and so on and so forth depending on how many 'rules' you want to add to the automation. I assume Atera has the ability to detect who is online, or not.
We have a ticket automation rule setup where all tickets go to a specific tech first, and then the tech re-assigns the ticket to other techs according to the issue. However if that technician is out of the office for the day, the other techs need to keep an eye on their ticket inbox. It would be nice to have a condition added to the automation rules where if that tech is offline, the ticket automatically goes to another techs ticket cue.
For example, Our current setup is the following: A new email is sent to our support email. The…
1 vote -
New roles don't have access to all customers
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 -
More visible internal note notification
Notification for the internal note for technician is not very much obvious. Would be nicer to be bigger. Somewhere else on the site. Because it’s small on the notification center. It took us a while to figure out where it popped out
5 votes -
Scripts should not need the API Key for custom fields
To obtain custom field data in an automated script, the API Key is required to be in the script in plain text.
The agent on the end point running the script should already have access to the custom fields in its own asset and parent customer records.
Please create a Atera Powershell module that can obtain custom field data without requiring the API Key.3 votes -
Event Monitoring Improvement (v3)
Atera has made some great changes when monitoring Windows event logs, but there are still some features that would make it much more valuable.
I would like to be able to filter events based on the contents of their description. Let's say I'm monitoring the Application log for any events generated by the Application Crash and Application Hang sources. While this is helpful, it generates lots of noise and unnecessary alerts. Since there are a limited number of critical applications that I'm worried about, I want to specify those application names in the monitor so that Atera only generates alerts when those application names are found in the event description. For instance, I don't care if DellSupportAssistRemediationService.exe crashes, but I do care very much when Outlook.exe or Revit.exe crash. There are many apps that crash on Windows with a lot of regularity and most of those are inconsequential to me. Being able to filter this list down to just the ones I care about would make my alerts far more valuable.
I know there are other use cases for this too, like monitoring the Security log for AuditFailure events - in this case I would want to filter out any machine or system account and focus only on user accounts that have a human being associated with them. But there are other use cases as well. If you have one, please comment what it is!
Atera has made some great changes when monitoring Windows event logs, but there are still some features that would make it much more valuable.
I would like to be able to filter events based on the contents of their description. Let's say I'm monitoring the Application log for any events generated by the Application Crash and Application Hang sources. While this is helpful, it generates lots of noise and unnecessary alerts. Since there are a limited number of critical applications that I'm worried about, I want to specify those application names in the monitor so that Atera only generates alerts…
2 votes -
Launch Powershell Script when client back online
Is it possible to add the ability to run a script when a customer comes back online?
14 votes -
Ability to add New Ranks to list
When we add a customer, there are only 3 ranks. Gold, Silver and Block. We have 4 different names for our clients. But we can't use them in Atera.
Can you make the possible for us to add different ranks for each customer.
It will make it easier when a tech looks to know what lever of support that customer gets.Right now its useless, you give 2 ranks and blocked.
It doesn't make sense.9 votes -
Install on iOS and Android
We have a few practices that use a tablet (one client uses Android, another two use iPads). We would love the ability to install Atera on tablets to have a more complete understanding of our client's network picture.
Thank you!
130 votesNice! 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!
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Microsoft Booking integration
It would be nice if Atera ticketing would sync with Microsoft Booking.
https://www.microsoft.com/en-us/microsoft-365/business/scheduling-and-booking-app
11 votes -
Ai Ticket Summary includes Time on tickers
When using the Ai summary from the ticket window, the summary should include time spent on ticket breaking it up by billable and non billable.
This would allow supervisors and managers to keep track of time spent supporting issues
1 vote -
password delete customer
Please put password to delete Customer. It is dangerous even though already got confirmation to delete.
3 votes -
Highlight note at top of the device page
For Example: A customer has a device with a S.M.A.R.T problem and want to change it in a few weeks. So it would be nice, to add a note at the top, so other technicians are informed quickly.
3 votes -
Print a Ticket
Clients have asked me for copies the the ticket's in a pdf form. There is no nice way to print a ticket, and the time entry notes.
118 votesNice! 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!
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Search
Global Search for serial numbers on Server/computer hardware components, i.e. Hard-Drives, Video Cards, TCP devices, etc.
2 votes -
Custom Fields DropDown With Dependencies Enhancement
For the fields you can set to DropDown with Dependencies - is there a way to nest those further instead of only having Values and Children?
For example if we wanted:Value: Request Type = Computer
Child Value:Hardware
Sub Value -> Monitor
Keyboard
Mouse
Etc.
Child Value:Software
Sub Value -> Adobe
Sub Sub Value -> Reader DC
Pro
PhotoShop
Etc.
Sub Value -> Microsoft
Sub Sub Value -> Outlook
Word
Excel
PowerPoint
Etc.4 votes -
Add J-son file to a script:
Add J-son file to a script: add a file when we do the installation scripts. The json file that needs to be in the same folder that needs to be in this executable. Instead of creating a script, there should be a way where you can upload a script and you should be able to include a json file.
1 vote -
Use devices as a Proxy
Use other devices as a proxy: Datto allows you to use a device as a proxy. I can then go on my computer and see their printers. Silently fix things.
1 vote -
Folder to be created automatically
Folder to be created automatically
1 vote -
Utility for cleaning Windows Temp files
Utility for cleaning Windows Temp files should be added in device options.
3 votes
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