Devices can be assigned (or reassigned) to sites, folders, users, and tickets. A user can now be linked to multiple related devices, making it easier to reflect real-world environments where one person may work from more than one machine.
Devices can be assigned (or reassigned) to customers, folders, contacts, and tickets. A contact can now be linked to multiple related devices, making it easier to reflect real-world environments where one person may work from more than one machine.
Overview
Link one or many devices to a user and streamline how they're assigned to tickets. Related devices can be viewed, assigned, and managed from several locations:
Link one or many devices to a contact and streamline how they're assigned to tickets. Related devices can be viewed, assigned, and managed from several locations:
User page
You can assign one or many devices to a user from the User page.
- If assigning multiple devices to a user, then the first assigned device is the primary device.
- The primary device is automatically selected on tickets for that user, unless another device is chosen.
- All related devices remain linked to the user and are available when creating or updating tickets.
Note: Full admin permissions are needed to change the primary device.
Contact page
You can assign one or many devices to a contact from the Contact page.
- If assigning multiple devices to a contact, then the first assigned device is the primary device.
- The primary device is automatically selected on tickets for that contact, unless another device is chosen.
- All related devices remain linked to the contact and are available when creating or updating tickets.
Note: Full admin permissions are needed to change the primary device.
Ticket page
When creating a ticket, the Device dropdown menu displays the selected user’s related devices.
- If the user is changed, the Device field is cleared and recalculated based on the newly selected user.
- If the user is cleared or the site is changed, the Device field is cleared and disabled until a new user is selected.
When creating a ticket, the Device dropdown menu displays the selected contact’s related devices.
- If the contact is changed, the Device field is cleared and recalculated based on the newly selected contact.
- If the contact is cleared or the customer is changed, the Device field is cleared and disabled until a new contact is selected.
Once a ticket is created, the device appears on the Requester info tile.
Once a ticket is created, the device appears on the Contact info tile.
From here, you can update the device to any other currently linked to the user.
From here, you can update the device to any other currently linked to the contact.
Note: If the user doesn't have any related devices, you can select a device from the site to link to them.
Note: If the contact doesn't have any related devices, you can select a device from the customer to link to them.
Tickets created outside the Atera console
When a ticket is created from outside the Atera console — including email, WhatsApp, API, integrations (Slack, Teams, etc.), the Customer Portal, the Helpdesk Agent (system tray app), or IT Autopilot — the ticket is automatically associated with the user's primary device as set in their Related Devices list, not with the specific device the ticket was opened from.
When a ticket is created from outside the Atera console — including email, WhatsApp, API, integrations (Slack, Teams, etc.), the Customer Portal, the Helpdesk Agent (system tray app), or IT Autopilot — the ticket is automatically associated with the contact's primary device as set in their Related Devices list, not with the specific device the ticket was opened from.
If the user has multiple Related Devices, all tickets they open through these channels will be linked to whichever device is set as primary, regardless of the originating workstation. If no primary device is set, the Device field remains blank.
If the contact has multiple Related Devices, all tickets they open through these channels will be linked to whichever device is set as primary, regardless of the originating workstation. If no primary device is set, the Device field remains blank.
To change which device a ticket is linked to, an admin or technician can manually update the associated device from the ticket page in the Atera console.
Tip: If you want a different default, update the user's primary device in Sites > Users > [User] > Related devices.
Tip: If you want a different default, update the contact's primary device in Customers > Contacts > [Contact] > Related devices.
Device page
Devices can be linked to one or many users.
- If a device is unassigned from a user, existing tickets will still display that device in the Device field.
- IT Autopilot depends on the ticket’s related device. If the related device is changed, the ticket can no longer be assigned or reassigned to IT Autopilot, and any automations configured to assign the ticket to IT Autopilot will not run.
Devices can be linked to one or many contacts.
- If a device is unassigned from a contact, existing tickets will still display that device in the Device field.
- IT Autopilot depends on the ticket’s related device. If the related device is changed, the ticket can no longer be assigned or reassigned to IT Autopilot, and any automations configured to assign the ticket to IT Autopilot will not run.
If a device is deleted, it will no longer appear in the Edit relations dropdown list.
Edit device relations
You can edit device relations from several locations, depending on how you prefer to manage devices and their associations. These include the Device page, Devices page, Site page, and User page.
You can edit device relations from several locations, depending on how you prefer to manage devices and their associations. These include the Device page, Devices page, Customer page, and Contact page.
Assign devices via the Device page
You can assign the device to one site, one folder, and multiple users via the Device page.
You can assign the device to one customer, one folder, and multiple contacts via the Device page.
To assign the device (edit its relations):
1. From Devices (on the sidebar), select the device.
The Device page appears.
2. Click Assign user.
2. Click Assign contact.
The Edit Relations screen appears.
3. Select the site, folder, and users. Then click Apply.
Note: You can also create a folder by clicking Add folder.
3. Select the customer, folder, and contacts. Then click Apply.
Note: You can also create a folder by clicking Add folder.
The devices are assigned to the site, folder, and user(s).
The devices are assigned to the customer, folder, and contact(s).
Assign devices via the Devices page
You can assign devices to one site and one folder via the Devices page. To assign a device to one or multiple users, assign the device via the Device page
You can assign devices to one customer and one folder via the Devices page. To assign a device to one or multiple contacts, assign the device via Device page
To assign the device (edit its relations):
1. From Devices (on the sidebar), check the devices.
2. Click on the ellipses icon (). Then select Edit relations.
The Edit Relations screen appears.
3. Select the site and folder. Then click Apply.
3. Select the customer and folder. Then click Apply.
The devices are assigned to the site and/or folder.
The devices are assigned to the customer and/or folder.
Assign devices via the Site page
You can assign devices to sites and folders via the Site page. To assign a device to a user, assign the device via the Device page
To assign the device (edit its relations):
1. From Sites (on the sidebar), select the site.
The Site page appears.
2. From the Devices tab, check the devices and click the ellipses icon (). Then select Edit relations.
The Edit relations window appears.
3. Select the site and folder. Then click Apply.
The devices are assigned to the site and/or folder.
Assign devices via the Customer page
You can assign devices to customers and folders via the Customer page. To assign a device to a contact, assign the device via the Device page
To assign the device (edit its relations):
1. From Customers (on the sidebar), select the customer.
The Customer page appears.
2. From the Devices tab, check the devices and click the ellipses icon (). Then select Edit relations.
The Edit relations window appears.
3. Select the customer and folder. Then click Apply.
The devices are assigned to the customer and/or folder.
Assign devices via the User page
You can assign any device already associated with the site to a user from the Sites > Users page.
To assign related devices to a user:
1. From Sites (on the sidebar), select the site.
The Site page appears.
2. From the Users tab, select the user.
The User page appears.
3. Under Related devices, select one or more devices from the dropdown menu.
Note: Only devices assigned to the user's associated site will be available.
The selected devices are now linked to the user as related devices and can be viewed by hovering over the User column on the Users page.
Assign devices via the Contact page
You can assign any device already associated with the customer to a contact from the Customers > Contacts page.
To assign related devices to a contact:
1. From Customers (on the sidebar), select the customer.
The Customer page appears.
2. From the Contacts tab, select the contact.
The Contact page appears.
3. Under Related devices, select one or more devices from the dropdown menu.
Note: Only devices assigned to the contact's associated customer will be available.
The selected devices are now linked to the contact as related devices and can be viewed by hovering over the Contacts column on the Contacts page.
