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4971 results found

  1. Ticket automation rules for time base conditions:

    Rule 1:
    For Open status tickets, existing or new - 3 day no comment or update - either internal comment or public reply, send an email.

    Rule 2
    For 15 day Pending status ticket no comment – For tickets that have been in in pending state for 15 days and haven’t had a internal comment or public reply send an email.

    Rule 3
    Pending 12 day reminder for the 15 day no comment or update. So the same as Rule 2 but at 12 days which send an email to the technician who…

    3 votes

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    0 comments  ·  Tickets  ·  Admin →
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  2. Provide the ability to export knowledge base article as a .pdf, .docx format, or .csv.

    7 votes

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    0 comments  ·  Reports  ·  Admin →
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  3. Add agents directly under the IT Automation profile

    4 votes

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  4. I would love to be able to add a CC on the new ticket page. I have to create a ticket , open it, have to respond to the ticket and add all the CC people 2 step process. If i could just throw a CC field just on a new ticket creation, that'd be helpful.

    36 votes

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    1 comment  ·  Tickets  ·  Admin →
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  5. Tie ticket to a KB. For example, if during a ticket, a certain issue was resolved, it would be nice to create a KB out of it for future references

    4 votes

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  6. The technician roles section needs to separate permissions more details. There is already an request for a new permission switch to creating knowledge base with full admin role.

    But instead of just that, I recommend it should be more sub-control to all areas, such as knowleadge base, SNMP Templates, Alerts and etc, giving the management a flexible to provide more control to the technician.

    Having a technician with full admin rights to manage such areas doesn't make sense. Control need to define well for a technician vs admin. Hope to see the enhancement at the soonest.

    26 votes

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    1 comment  ·  Security  ·  Admin →
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  7. It would be very useful to be able to retrive via API device data, like SNMP, oid and current value

    3 votes

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    0 comments  ·  Devices  ·  Admin →
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  8. I would be nice to be able to keep any tickets from a closed customer.
    Actually, closing a customer mean to delete any datas (computers but also tickets).
    But any tickets is important for the records.
    Thanks :)

    3 votes

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    0 comments  ·  Customers  ·  Admin →
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  9. Please add the ability to create categories using the knowledge base API. It would be great to also have all knowledge base actions, available in the API.

    Currently, we want to use the API to:
    * Create new customers
    * Create knowledge base that is customer specific

    Thanks

    1 vote

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    0 comments  ·  Admin →
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  10. Chrome device monitoring and remoting

    4 votes

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    0 comments  ·  Devices  ·  Admin →
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  11. I would like for ITGlue passwords and data to be imported into Atera automatically. Currently trying to manually type in 856 customers

    13 votes

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  12. The option to have a checkbox in the time entry window to check if a time entry is done on the customersite.

    Right now, the only way to have a time entry be checked as on customersite is by creating a time entry with the mobile app.

    But as soon as it is edited with my workstation trough the webapp it will be unchecked from on customer site.

    Best way is to just be able no matter the app or platform to check a box to mark the time entry as being done on the customer site or not.

    3 votes

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    0 comments  ·  Tickets  ·  Admin →
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  13. Contracts of the type "Remote Monitoring" currently includes all agents - also retired once. This means that a client will keep paying for unused clients.
    I was told by support to manually check our hundreds of customers for "online since" devices and correct the billing every month.
    There must be a way to exclude retired devices in the contract

    5 votes

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    0 comments  ·  Agent  ·  Admin →
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  14. Discover effective Tcm techniques to alleviate back pain and improve your overall well-being.

    More info :- https://www.huajiantcm.com/acupuncture

    1 vote

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    0 comments  ·  Devices  ·  Admin →
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  15. Notification in atera backend (and via email) about pending device (especially server) reboot after patch installation

    3 votes

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    0 comments  ·  Alerts  ·  Admin →
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  16. Integrations with Pax8 and Sherweb to pull dynamic company subscriptions for billing.

    I have to manually check both Pax8 and Sherweb for numbers and enter into QBO for invoicing.

    FYI, Syncro is providing this for Pax8, according to the sales guy that keeps calling me to switch.

    20 votes

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    2 comments  ·  Billing  ·  Admin →
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  17. To authorize a technician to patch workstations, you need to activate 3 options in the roles (Manage Patch and IT Automation, Manage Scripts and Server Remote Manage).
    This way of managing roles makes no sense and represents a security flaw.
    In my opinion, enabling the "Manage Patch and IT Automation" option alone should allow a technician to manage patches on workstations (with Manage Scripts and Server Remote Manage disabled).
    I don't want a novice technician to be able to administer the servers, let alone the scripts on which we often spend long hours.
    I hope that my request will be…

    1 vote

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  18. custom field from personal contact report - In the information on the customer card, we have added personalized fields - such as a private email address, customer name in Hebrew \ last name in Hebrew \ and other personal data at the customer level
    Currently, there is no report that allows receiving this information centralized for the customer, we would be happy to create a report that allows for the selection of these customized fields

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  19. could we please alphabetize the "Display in Section" list when creating new KB Articles?

    5 votes

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  20. 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.

    18 votes

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