4973 results found

1. Change of definition in hebrew

   Hi,
   Please consider changing:
   in Hebrew, instead of שמור change to שלח
   Instead of כותרת change to נושא

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2. Chat

   Please add a button for the Chat in the device page (like the wake button). It takes a long way to get to it from the manage menu on the device page.

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3. Better API or REPORTING for MASS

   I’m reaching out to highlight a challenge we’re facing with data retrieval in Atera and to request improvements that could streamline our workflows and enhance efficiency.

   Currently, we rely on fields such as CustomerName, ScriptName, ScriptCategory, DeviceName, and others for managing processes and creating tickets. While the existing structure and tools are helpful, extracting and utilizing this data in a programmatic and scalable way can be cumbersome.

   The Challenge:

   The current methods require manual effort or complex workarounds to gather and process information from the above fields.
   Automating workflows, such as linking data from scripts or devices directly into ticketing systems, is limited due to a lack of easily accessible API endpoints or consolidated data access methods.
   Filtering and processing large datasets, such as script execution results or device statuses, are time-intensive and prone to errors.
   Proposed Solution:
   I’d like to request enhancements to the Atera platform, specifically:

   Expanded API Functionality:

   Endpoints that allow direct access to detailed data for fields like CustomerName, ScriptName, and ScriptCategory.
   Support for advanced filtering and aggregation.
   Unified Data Access:

   A single method to retrieve device statuses, script execution details, and customer information in a unified response.
   Streamlined Integration:

   Easier methods to link retrieved data directly into tickets or other automated workflows.

   I’m reaching out to highlight a challenge we’re facing with data retrieval in Atera and to request improvements that could streamline our workflows and enhance efficiency.

   Currently, we rely on fields such as CustomerName, ScriptName, ScriptCategory, DeviceName, and others for managing processes and creating tickets. While the existing structure and tools are helpful, extracting and utilizing this data in a programmatic and scalable way can be cumbersome.

   The Challenge:

   The current methods require manual effort or complex workarounds to gather and process information from the above fields.
   Automating workflows, such as linking data from scripts or devices directly into ticketing… more

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4. planner

   I would appriciate a lot to have the possibility to organize my tickets in kanban mode, as I could do it in Microsoft Planner. I could drag-drop tickets in columns : backlog, planned, in progress, ended ...
   Actually i use categories but it's not as good as Planner.
   Thanks for your attention.

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5. opening a ticket on a user's behalf shows technician's comment as the users

   If I open a ticket on behalf of a user, the public comments entered on the initial ticket form will show as being posted by the user rather than the technician who opened the ticket.

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6. Internal Tickets

   Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?

   We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.

   We would like them NOT to email any info to the client about these internal-only tickets.

   We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.

   We also created a ticket view to see these internal tasks (Quotes, Etc)

   Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?

   We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.

   We would like them NOT to email any info to the client about these internal-only tickets.

   We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.

   We… more

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7. Contract permission

   Currently, only Fully Admin accounts can update, edit, or delete Contracts.
   However, I have an Admin account, and I would like it to have the permission to manage Contracts as well which it could help me to maintain all the contracts in the system.

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   0 comments  ·  Roles and Permissions  ·  Edit…  ·  Delete…  ·  Admin →
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8. invoicing

   For me to complete my trial and actually start paying several hundred dollars a month to Atera, I MUST have:

   A. some sort of input to Atera as what the invoice number will be when synced to XERO

   B. The ability to ensure that my payment details appear on my invoices to clients - how the hell do they know how to pay me?

   C. the ability to add my TAX ID (ABN/VAT/etc) to the invoice as required by law in my country

   D. Dates on invoices to be in anything but MM/DD/YYYY - whilst I may understand it, my clients (DD/MM/YYYY) will not

   For me to complete my trial and actually start paying several hundred dollars a month to Atera, I MUST have:

   A. some sort of input to Atera as what the invoice number will be when synced to XERO

   B. The ability to ensure that my payment details appear on my invoices to clients - how the hell do they know how to pay me?

   C. the ability to add my TAX ID (ABN/VAT/etc) to the invoice as required by law in my country

   D. Dates on invoices to be in anything but MM/DD/YYYY - whilst I may understand it, my… more

   3 votes

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   2 comments  ·  Billing  ·  Delete…  ·  Admin →
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9. Can we get a feature to send out an SMS for P1 / P2 tickets

   Can we get a feature to send out an SMS for P1 / P2 tickets

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10. script macOS as User

    Hallo und Guten Tag!

    Wir haben unter macOS das Problem das wir Skripte benötigen die auf Benutzer / Angemeldeter Benutzer laufen. Dieses ist sehr wohl unabdingbar bei Automatisierungsaufgaben und Ticketbehebungen. Leider laufen unter macOS über Atera nur Benutzer als System was absolut unzureichend ist. Momentan müssen wir uns auf die Systeme per Splashtop oder Teamviewer aufschalten um diese Aufgaben zu erledigen. Der Mehraufwand ist immens. Dieses sollte eigentlich ein gutes RMM / PSA System können. Wir benutzen bei Atera die Superpower inkl. Copilot. Also nicht die kleinste Variante. Wir bitten um schnelle Lösung.

    ---

    Hello and good day!

    We have a problem on macOS that we need scripts that run on users/logged-in users. This is absolutely essential for automation tasks and ticket resolutions. Unfortunately, on macOS, only users run as a system via Atera, which is completely inadequate. At the moment, we have to connect to the systems via Splashtop or Teamviewer to complete these tasks. The additional work is immense. A good RMM/PSA system should actually be able to do this. We use the Superpower including Copilot on Atera. So not the smallest variant. We ask for a quick solution.

    Hallo und Guten Tag!

    Wir haben unter macOS das Problem das wir Skripte benötigen die auf Benutzer / Angemeldeter Benutzer laufen. Dieses ist sehr wohl unabdingbar bei Automatisierungsaufgaben und Ticketbehebungen. Leider laufen unter macOS über Atera nur Benutzer als System was absolut unzureichend ist. Momentan müssen wir uns auf die Systeme per Splashtop oder Teamviewer aufschalten um diese Aufgaben zu erledigen. Der Mehraufwand ist immens. Dieses sollte eigentlich ein gutes RMM / PSA System können. Wir benutzen bei Atera die Superpower inkl. Copilot. Also nicht die kleinste Variante. Wir bitten um schnelle Lösung.

    ---

    Hello and good day!

    We have a… more

    2 votes

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11. Additional information on why a script failed

    Additional information on why a script failed

    97 votes

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    Under Review  ·  AdminProduct Team (Product Team, Atera) responded

    Hello, Thanks so much for submitting your idea! It’s currently under review by our product team, and should a decision be reached to develop it, we’ll keep you in the loop!

12. Hebrew wrong translation for Impact dropdown

    In Impact (השפעה עסקית) in Hebrew it says
    נמוכה

    but:
    בינוני
    גבוה
    קריטי
    (should be בינונית + גבוהה+ קריטית)

    1 vote

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Edit…  ·  Delete…  ·  Admin →
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13. Remove Custom Domain for Non-applicable Plans

    I am currently on the growth plan and am a bit peeved. It's ridiculous that I am able to set up a custom domain, and on that page, there is no mention that an SSL requires me to upgrade the plan. There is literally zero point in having a custom domain that is not SSL encrypted so having it as an option for Non-applicable plans is idiotic.

    9 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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14. Ticket Template - Improvements

    1. Proper Template based form -
       a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
       The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

    2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I can do most of the forms that I need without multiple selections. This would be SUPER helpful.

    3. Core fields flexibiltiy -
       Ability to remove some of the core ticket fields. They are not necessary and just clutter the ticket template. Product category, etc. They will also just confuse the end user.

    4. Default field value -
       Ability to set a default value for a field, date, Department, etc. That way you could have different variations of a single form that is pre-filled with a lot of the appropriate information

    5. Save prefilled templates -
       Ability to store a prefilled template per user so if they create a template they can reuse it. Maybe they could also go into the main store for sharing with others

    6. Click to move
       Click anywhere on the custom field to add it to the form. I hate having to click the tiny plus to move it over

    7. Show Fields
       Option to have fields show on new template, service portal or create ticket in admin portal. ALL of these options show up in the admin portal when creating a ticket. If i set them to mandatory for the template they also become mandatory for the admin portal ticket. Why would this be a good idea? It makes a huge mess.

    1. Proper Template based form -
       a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
       The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

    2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I… more

    7 votes

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15. second technician

    It would be good to add a second technician to a ticket. That way 2 technicians can follow up on a ticket and get updates.
    Then it's also possible for those 2 technicians to see that ticket in their filtered open tickets. So when 1 technician is on holiday, the 2nd technician can still follow up on the ticket without forgetting about it.

    18 votes

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16. Ticket automation condition for self\signed in technician.

    The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard ticket processing, I receive an alert which I don't need.

    The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard… more

    1 vote

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17. Manually retire device

    Give a tech the ability to manually retire a device instead of waiting on a pre-configured time to pass. Right now the only way to flag a device as retired is to ignore it until the allotted amount of time has passed for the system to change the status.

    3 votes

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    0 comments  ·  Devices  ·  Delete…  ·  Admin →
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18. Visual Storage Usage for Endpoints

    As an MSP for small and medium sized businesses, an issue we have quite regularly is managing storage usage on our endpoints. We have automated scripts to clear out temp files, windows updates, recycle bin etc but these aren't always enough.

    We like WizTree for showing which files are taking up the most space but this requires connecting onto the endpoint and running a scan manually. It would be great if we could set a scan like this running and see the results from Atera's dashboard.

    5 votes

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    0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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19. A report that will list all Bitlocker keys for the associated PC

    Why do we need a script to get a report of all the bitlocker keys for quick archival? the keys are saved to the site and we should be able to get a report of all machines and associated keys. The only solution a tech gave would be to run a script for all PCs to save the key to a specified location. Not only would this be a massive licensing cost for the month, but we would need to do this every time we added a new device. the information is already saved tot he site and we can see the status in the auditor so why not the key as well?

    Why do we need a script to get a report of all the bitlocker keys for quick archival? the keys are saved to the site and we should be able to get a report of all machines and associated keys. The only solution a tech gave would be to run a script for all PCs to save the key to a specified location. Not only would this be a massive licensing cost for the month, but we would need to do this every time we added a new device. the information is already saved tot he site and we can… more

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20. Ability to Email Detailed Excel Reports for Software Inventory

    Ability to Email Detailed Excel Reports for Software Inventory

    Currently, there is an option to download detailed Excel files for Software Inventory reports. It would be a significant improvement if we could automate this process so that these detailed Excel files are directly attached to scheduled email reports, instead of only being available for manual download. This feature would save time and provide a more detailed snapshot for clients, which can be especially useful for historical tracking and archiving

    2 votes

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