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    Glossary of Terms

    This article explains each term used in the Atera UI Portal.

     

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     Term Description

    Customers

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    A customer record in Atera. The record holds a list of:

    • contacts
    • devices
    • contracts
    • last tickets
    • passwords
    • attachments

    Site

    A site record in Atera. The record holds a list of:

    • users
    • devices
    • last tickets
    • passwords
    • attachments

    Contacts

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    A contact record in Atera is attached to a customer. The record holds contact details about the person. You can also designate a main contact at an end customer:

    • full name
    • email
    • portal login details
    • passwords and associated agent

    User

    A user record in Atera is attached to a site. The record holds user details about the person. You can also designate a main user at an end site:

    • full name
    • email
    • portal login details
    • passwords and associated agent

    Devices

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    A device monitored by the Atera system.

    Device Types

    Agents (Workstation / Server)

    SNMP

    HTTP

    Generic device

    TCP Device

    Example Devices

    Printer

    Firewall

    Router 

    Alerts

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    When a Device monitored by the system reaches a threshold, a notification from an Atera agent (service) that is installed on the Microsoft operating system is generated.

    There are two sources of notifications:

    1. Alert notification is registered based on default or user-configured threshold monitoring items such as CPU, Memory, or Hard disk
    2. Alert notification is registered from additional Device types or from a non Agent service.

    Tickets

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    An Atera helpdesk ticket can be:

    • Created manually by a technician
    • Created by an end-user with the hotkey combination of CTRL+F12,
    • Created by an end-user who sends an email to support
    • Created by an Alert
    • Created on the customer portal
    • Created on the service portal

    Technicians

    Technicians refer to the users of the Atera UI

    Each technician has their own set of roles that determines what system access they have.

     

    Still have a question? Contact us
    Liron Hanania

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