Settings and activity
8 results found
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61 votes
An error occurred while saving the comment 
Tim Oakes
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16 votes
An error occurred while saving the comment Tim Oakes
commented
Further, the count shouldn't just be for selected/favorited devices if nothing is selected. The Customers/Sites screen shows how many Sites there are; subsequent pages could have a count at the top as well.
Tim Oakes
supported this idea
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290 votes
An error occurred while saving the comment Tim Oakes
commented
Since https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/44345700-tickets-with-same-subject-alert-goes-into-one-tick isn't happening, we need a way to filter tickets by the Details/Subject column. This way, all related tickets can be filtered for identification to then be merged together.
Tim Oakes
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7 votesTim Oakes
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1 voteTim Oakes
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24 votes
An error occurred while saving the comment Tim Oakes
commented
This should be fast tracked to the front of development. Critical to know what a technician said when closing a ticket, e.g.
Tim Oakes
supported this idea
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43 votes
Nice! 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!
Tim Oakes
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2 votesTim Oakes
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We get a ticket that Credit Cards aren't working at Branch 1. And then another from Branch 10. And then another from Branch 20. And then another ticket from someone else in Branch 10, because people don't like to talk to each other.
The Incident is now a Problem. Unfortunately, we don't have an elegant way of managing this Problem in Atera Ticketing. Sure, I can merge all of the tickets into the first one, treating it as the "Main" ticket since it was first in, but then any updates to that ticket only go to the submitter of that ticket.
Unless, of course, I adjust the To: and Cc: to include the other people. That's a hassle though, because what if I forget someone? What if I am not a good typist and typo an email address? What if something else happens that I'm not thinking about here? Plus, just the time of adding all those people. Two or three, maybe not that bad. We're a company of ~160 people; if they all put in tickets for the Problem, as we train them to do, I've got a lot of work ahead of me.
Okay, we all know I'm not getting a ticket from everyone, that just doesn't ever happen. :)
But ultimately - We need a way to aggregate Incidents into a Problem ticket, so we can:
1. Track it consistently
2. Communicate updates consistently
3. Have a way to go back when management asks to point to who followed proper protocol of notifying IT that there was an issue