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1. SLA Customisation

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   12 comments  ·  Ideas and Feedback » Helpdesk Agent  ·  Delete…  ·  Admin →
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   mike kent shared this idea  ·  Jun 10, 2022

2. Approval process workflows

   35 votes

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   6 comments  ·  Ideas and Feedback » Tickets  ·  Delete…  ·  Admin →
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   Under Review  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

   Hey all,

   
   

   We're considering the development of this feature in the coming months and would love to hear how you'd like to see workflows implemented in Atera.

   If you'd like to discuss your needs, please schedule some time for a call here:

   https://yakov-atera.youcanbook.me/

   
   

   All the best, 

   Yakov

   mike kent supported this idea  ·  Jun 7, 2022
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   mike kent commented  ·  Jun 7, 2022  ·  Edit…  ·  Delete…

   Yes, I agree with this. Just to expand. I feel this is particularly important in regards to Change tickets.

   With any Change there should be an option for peer review and approval from colleagues. This should be reflected in the status of the ticket. In other ticket systems I have previously raised a Change --> Set my Approver --> An email has been generated that has gone to said approver whilst the status of the change has set to 'Awaiting Approval' --> My colleague has reviewed the change, made any constructive comments as to the change itself --> I would then review and on any comments and resubmit for approval (this step would not be done if the change was approved in the first place) --> The approver would then approve the change and it would go into the state of 'Approved' meaning it is fine to proceed.

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