Settings and activity
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2 votes
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Daryn Craine
commented
Having folders per customer makes no sense at all. Global Folders should be the normal.
Not only this, you should be able to assign a device to more than one folder (category) might be a better name.
Other RMMs do this automatically, and Atera already knows how to do this as it does differentiate servers and PCs.
All my PCs and servers should be in separate folders so my automations I can apply to 'PCs' and not affecting my servers.
Also, in relation other RMMs also can further categorise servers based on roles, knowing what is a DC, SQL Server, RDS etc.
In other RMMs I can also create rules to automatically categorise a server. For example looking for a service for Azure AD Connect and automatically adding to this category.
Imagine, I can onboard a new customer, install the Atera Agent and Atera already knows and has tagged this server as a 'Server', a 'Domain Controller', running 'Azure AD Connect' and has automatically applied monitoring and remediation based on these 'tags'/'categories'/'folders'
It should be simple to do. Ninja can do it, Datto can do it, Connectwise can do it. It's about time Atera could do it
Daryn Craine
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6 votesDaryn Craine
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58 votesDaryn Craine
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299 votes
An error occurred while saving the comment Daryn Craine
commented
In it's basic form just adding tasks in a ticket. Either one or 10 etc. have the ability to keep adding as the need arises. Sometimes a failed backup ticket from an alert could just have a task to check to say "successful backup recorded" but agents may want to add multiple tasks so this needs to be expandable.
In a more complex form...So, to name another PSA we have used Datto/Autotask. Here they have the ability to setup templates or what they call SpeedCodes, for tickets. So selecting a 'New User Setup - Generic' template would pre-fill in the fields such as
Ticket Type: Request
Product Family: User/Mail Admin
Product: User Create/DepartureIt would also create the Ticket title "New User - <Name Here>" and some pre-filled text for the description etc.
But the power really comes in those 10+ tasks it would add for the new user setup so we can make sure office juniors can check off the items as they go to setup the user and escalate what is left or we can be assured all tasks are done (with the name of the agent being added to the task to show who did it.
Additional templates could be added for more complex customers who had their own specific tasks for onboarding/offboarding.
Closing a ticket would then check if all tasks have been completed and it could not be closed (or a reason provided) if tasks not completed. So a task may be setup email on phone but the agent closes the ticket... reason for missing task, end users doesn't want company emails on their phone etc.
Daryn Craine
supported this idea
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Exactly this. Currently I have automations set to patch PCs and schedule popups for reboots.
I cannot assign this to customers because they have servers, and so the servers (RDS/Terminal Servers) receive popups to reboot which the users cannot do and it confuses things
I AM NOT creating PC/Server folders for every customer I look after. ESPECIALLY as Atera already knows this information, as I can do a device filter. Why I cannot specify this filter in my automations is beyond me. Such a quick, easy fix that would make things far more usable