Custom fields let you tailor Atera to your workflows by adding organization-specific data to tickets, customers, contacts, contracts, SLAs, agents/devices, and network devices (SNMP/TCP/HTTP/Generic). Use them for categorization, automation, reporting, and dynamic device insights via script-based fields.
Overview
Q: What are custom fields in Atera?
A: Custom fields are personalized data inputs you add to Atera objects (e.g., tickets, customers, contacts, contracts, SLAs, agents/devices, and network devices) to support custom workflows and reporting.
Q: Where can I add or manage custom fields?
A: Go to Admin > Data Management > Custom Fields to add, edit, delete, reorder, and set visibility.
Q: Are there limits to how many custom fields I can create?
A: You can create unlimited custom fields.
Q: Can default fields (e.g., Priority) be edited or hidden?
A: Default fields can’t be removed or edited. You can hide or make custom fields optional/required where supported.
Creating & Managing Fields
Q: How do I add a new custom field?
A: Admin > Data Management > Custom Fields, select the relevant tab (e.g., Tickets, Agents), then Add field.
Q: How do I edit or delete a custom field?
A: Click the field’s Edit or Delete icon. Deleting removes its data from associated forms/pages.
Q: How do I make a custom field required or optional?
A: Toggle Required when creating/editing the field to enforce entry (e.g., on ticket creation).
Q: Can I reorder where custom fields appear?
A: Yes. Use drag-and-drop to control order and placement in ticket/device forms.
Q: Can I restrict editing by technician role?
A: Role-based field permissions for technicians aren’t granular; manage usage via admin rights and portal visibility settings.
Field Types & Behavior
Q: What types of custom fields are available?
A: Text, Number, Date, Checkbox, Dropdown, Dropdown with dependencies, Script-based.
Q: Are there character limits?
A: Dropdown option values are limited to 100 characters. Text fields have no character limit.
Q: Can I create dropdowns with conditional dependencies?
A: Yes. Child options display based on the parent selection.
Q: Can fields include links?
A: Yes. Text fields can contain HREF/URL links to dashboards or docs.
Portals & Visibility
Q: Are custom fields available in the Customer and Service Portals?
A: Ticket custom fields can be made visible and/or editable for Customer and Service Portal users (per-field settings).
Q: Can customers see and edit specific fields?
A: Yes. Configure visibility and editability per field under Admin when creating/editing.
Q: Can I bulk hide/show fields for portals?
A: No, update visibility per field.
Reporting, Filtering & Exports
Q: Are custom fields visible in reports?
A: Most are, subject to analytic reporting limits per type (earliest created fields show first when limits are exceeded).
Q: Can I filter or sort by custom fields?
A: Yes. Filter/group ticket and device views by custom field values (e.g., category, warranty date).
Q: Are custom fields included in exports?
A: Yes. Custom agent/device fields appear in asset exports (Excel/CSV/API) when selected.
Automation & Workflows
Q: Do custom fields work with automations and SLAs?
A: Yes. Use custom fields as conditions in ticket automations; values and custom statuses can affect SLAs and reporting.
Q: Can I use custom fields for ticket status or “silent tickets”?
A: Yes. Create custom status fields or a “Silent” checkbox and configure automations to suppress notifications.
Q: Can I apply a custom field across all ticket forms?
A: Add it under the Tickets tab in Custom Fields; it becomes available on all ticket forms.
Script-Based Custom Fields
Q: What are script-based custom fields?
A: Fields that display dynamic results from a script run on the endpoint: PowerShell (Windows) or Shell (macOS).
Q: How often do script-based fields update?
A: Every 12 hours, or when the agent console’s Custom Fields tab is accessed.
Q: Who can use script-based fields?
A: Available on Enterprise/Superpower plans with appropriate admin permissions.
Q: Can script-based fields populate warranty/patch data or hardware info?
A: Yes. Common uses include warranty/purchase date, last patch date, serial numbers, and network details.
Q: Are script-based fields available for Linux?
A: They’re specifically supported for Windows PowerShell and macOS Shell.
Q: How are script-based fields linked to scripts?
A: When creating the field, select the script and specify which output populates the field.
Use Cases & Best Practices
Q: How do I track device inventory (e.g., warranty date, network info)?
A: Add Date/Text fields or use script-based fields to populate dynamically.
Q: Can custom fields be used on non-agent devices (SNMP/TCP/HTTP/Generic)?
A: Yes. Add fields to track additional network device data.
Q: Do custom fields appear in mobile apps and dashboards?
A: Most custom fields are accessible/visible in the mobile app; script-based fields can show in monitoring dashboards when tied to device scripts.
Q: Any tips for managing many fields?
A: Use clear names, group logically, standardize dropdown options, and regularly audit/archive unused fields.
Troubleshooting
Q: Why aren’t script-based fields updating?
A: Check plan/permissions, confirm the script OS matches the device, ensure the field still exists, and remember updates occur every 12 hours or on console access.
Q: Do many fields impact performance?
A: Excessive fields can clutter forms; reporting limits help keep analytics performant.
