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Glossary of Terms

The Atera UI Portal refers to various objects as ‘entities’.

You can think of an entity as anything in the Atera UI that holds data about specific things e.g. a ‘Ticket’ is an entity.

 

   

 

 Entity Description

Customers

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

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

Contacts

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

Devices

A device monitored by the Atera system.

Device Types

Agents (Workstation / Server)

SNMP

HTTP

Generic device

TCP Device

Example Devices

Printer

Firewall

Router 

Alerts

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

Tickets

An Atera helpdesk ticket can be:

  • Created manually by a technician
  • Created by an end user with the hot key combination of CTRL+F12,
  • Created by an end user who sends an email to support
  • Created by an Alert
  • Created on the customer 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.

 

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