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Release Notes January 2019

The following new features and improvements have been added to this release:

 

  • Move to MS Azure Service Fabric: We’ve moved over to the MS Azure Service Fabric infrastructure—a Platform as a Service (PaaS) designed to facilitate the development, deployment and management of highly scalable and customizable applications. The move enables higher system speed and scalability, greater agent and system reliability, and rapid new feature releases.

1_service_fabric_logo.png

 

  • TeamViewer remote access: TeamViewer Corporate remote access for Windows OS is now integrated with Atera. One-click, remote access from Atera’s platform enables instant, remote support for customers, access to files and applications, and the ability to troubleshoot problems anywhere, anytime. Connect to an unlimited number of customers, with up to three remote sessions available at any one time. Learn more. Note: To begin using TeamViewer, please contact support for installation assistance.

 

 

 

 

  • ScreenConnect remote access: ScreenConnect remote access for Windows OS is now integrated with Atera. Connect to customers' computers, from within Atera, with one click. Anytime, anywhere access enables remote control of devices and the ability to support customers whether they’re around the corner, or across the world. Learn more. 

 

 

 

  • MSI Agent Installer: The MSI Agent Installer now integrates customer ID and integrator login parameters, making agent installation on large numbers of computers convenient, by automatically assigning agents to the target customer. The MSI Agent Installer is now compatible with GPO. It is available to customers as a shareable link, or a file. Learn more.

 

MSI_-_Downlowd_with_download_button.PNG

 

 

  • Technician's signature: A technician's signature can now automatically be included in tickets, enabling the signature to appear in all ticket-related customer communications. This valuable feature personalizes the experience, and lets customers know who they’re communicating with. Learn more.

 

technician_signature_image.PNG

 

 

  • In-App Command Prompt: In-App Command Prompt is now more interactive, and has additional capabilities like cached commands, real-time sampling and output, as well as additional remote support commands, such as netsh, FTP, and ping with parameters. We’ve also redesigned the interface. Learn more. 

 

In-App_Command_Prompt_Sep_2018.PNG

 

 

  • Patch Management for Mac: Atera’s Patch Management for Mac has been improved, to offer quick patch deployment, better organization, and complete visibility of installed patches on the platform. 

 

 

 

  • Ticket type options: Improved ‘ticket type’ options (when opening a ticket). We’ve changed the ‘ticket type’ options to the industry standard: Incident, Problem, Request and ChangeLearn more.

 

ITIL__Ticket_Type.png

 

 

  • Windows and Mac info: The Windows and Mac edition, version, and build number, as well as the Windows and Mac Office version and build number are now viewable in-app (in the Agent), as well as in the Auditor and the Microsoft Licensing reports.

 

 

 

  • HREF clickable links: Atera custom fields in tickets, customers, contacts, and agents now accept HREF (clickable) links. Learn More.

 

HREF_clickable_link_in_contact.png

 

 

  • New Filter: Improved advanced filters on the Devices page, enable filtering by new parameters including office version and build number.

 

  • Login page redesigned: A newly redesigned login page.

 

  • A new functionality that enables filtering agents by custom fields.

 

  • Chat feature (multiple chat) performance improvements; Additionally, we’ve added a thumbnail image to indicate when a video is attached, and a ‘chat session timeout’ indicator.

 

  • In-App Announcement performance improvements.

 

  • UK counties that were missing from the ‘Customer Information’ field, have been added.

 

 

Bug Fixes

 

We have fixed the following bugs:

 

 

(2497) Fixed a bug causing instances of third party updates & drivers failing to install (in IT automation).

(2643)  Got rid of a nonsense alert that appeared when updating a KB article.

(3006)  Fixed a calculation error in the Customer Profitability report.

(3008)  Fixed a bug causing failure of the ‘exclude patches’ functionality in IT automation.

(3050)  Fixed a bug causing false ‘down’ or ‘unavailable’ alerts on TCP devices.

(3213) Fixed a bug causing a time entry calculation error in a ticket.

(3465)  Fixed a bug causing an agent to appear even though a new agent had been installed in its place.

(3783)  Fixed a bug in the KB article search functionality which prevented data from displaying.

(3900)  Fixed a bug causing the helpdesk tray icon not to work, in Whitelabel.

(3908) Fixed a bug causing Adobe updates to not be listed in the patches list.

(3911)  Fixed a bug causing hardware information to show as N/A, in the agent.

(4140) Fixed a bug causing high CPU usage on Mac agents.

(4844) Fixed a bug causing instances of IT Automation task failure when run on large numbers of agents.

(5749) Fixed a bug causing incorrect ‘last logged user’ information.

(5757)  Changed the way we handle software inventory to eradicate a number of discrepancies appearing in the Software Inventory report.

(5794) Fixed a bug causing false disk temperature alerts on a virtual machine.

(5873)  Fixed a bug causing false alerts on Exchange monitoring.

(5944)  Fixed a bug causing an instance of the Auditor - Network Assessment Report’s failure to import to excel.

(5960)  Fixed a bug displaying incorrect time of last reboot, on an agent.

(6002)  Fixed a bug causing the Software Inventory report’s failure to fetch the correct/latest Java version.

(6042)  Fixed a bug causing Exchange monitoring alerts to automatically close, even when parameters were still above the alerts threshold.

(6043)  Fixed a bug causing alerts to continue, even after removing a threshold item from the threshold profile.

(6054)  Fixed a bug causing instances of TCP device monitoring failure.

(6463)  Fixed an instance of an IT Automation profile failing to start when selecting 'Execute Now'.

(6578)  Fixed a text visibility bug in Patch Management.

(6626)  Fixed a bug causing failure of the Technician Comparison report to show the ‘Average Work Time Per Ticket’ when exported to Excel.

(6697)  Fixed a bug causing an error when attempting to delete an alert from the API.

(6784)  Corrected an error causing discrepancies between Agent Patch Management and the reports.

(6818) Fixed a bug causing inability to delete a customer contract.

(6838)  Fixed a bug causing discrepancies between patch management on Atera, and the update status on the computer.

(6855)  Fixed a bug preventing the Portal Username from being edited, from within a contact.

(6964)  Fixed a bug causing instances of deleted agents to reappear.

(6967)  Fixed a bug causing failure of alerts to appear for threshold item Microsoft-Windows-Windows Defender/1116 event.

(6979) Fixed a bug causing discrepancies between Atera patch management and the PC.

(6980)  Fixed a bug causing the Patch Management screen to unexpectedly close after a few seconds.

(7025)  Fixed a bug causing an inability to add decimal hours when creating a ‘Block Hours’ contract.

(7037)  Fixed a bug causing the Timesheet report to display incorrect data.

(7285) Fixed a bug causing Splashtop connection failure.

(7323) Fixed a bug causing instances of agents showing as ‘offline’ when the device is physically up and running.

(7324) Fixed a bug causing a script’s failure to run on multiple devices at once.

(7339) Fixed a bug causing an online HTTP device to appear as offline.

(7349) Fixed a bug causing the ‘Ticket Properties’ to not appear in the Customer Portal.

(7359)  Fixed a bug causing incorrect patch scores to appear in the Customer Periodic report.

(7395)  Fixed a bug causing the Manage button in the agent to be ‘unclickable’ when viewed from the Customer page (but clickable from within the agent).

(7403)  Fixed a bug causing pending tickets’ failure to show up in ‘Due Today’ and ‘Overdue’ on the Dashboard.

(7407)  Fixed a bug causing instances of the Technician Performance report to display negative values.

(7434)  Corrected an error causing discrepancies between the IT Automation Task Email Summary and the Patch & Automation Feedback report.

(7468) Fixed a bug causing chat requests to keep appearing, even though request has been declined by the technician.

(7484)  Fixed a bug causing instances of inability to run a script on Atera, even though able to run the same script locally.

(7596)  Fixed a bug causing an error, when attempting to export the Technician Performance report to Excel.

(7653) Fixed a bug causing an ‘accepted’ chat session to still show up as a chat request to the other available technicians. 

(7654) Fixed a bug causing instances of failure to automatically open a ticket from Chat.

(7710) Fixed a bug causing ‘enable chat’ (on Settings page) to apply only to existing agents, and not to new agents.

(7747) Fixed a bug causing an instance of HelpDesk Agent activation failure on all a customer’s devices.

(7750) Fixed a bug in Chat causing creation of a joint ticket from separate chat sessions.

(7766) Fixed a bug causing instances of incorrect CPU value to display in Mac agents.

(8021) Fixed a bug causing a problem with the ticket timer (on a mobile device).

(8028)  Fixed a bug in PowerShell.

(8043)  Fixed a bug causing Splashtop Streamer to cause high CPU usage.

(8064)  Fixed a bug causing instances of agents not showing up in the Dashboard.

(8094)  Fixed a bug causing an unintentional hover to display in the Bottom Retainer Profitable Customers report.

(8099)  Chat: Fixed a bug causing mysterious instances of the letter 'M' to appear at the beginning of Chat messages.

(8103)  Fixed a Chat text visibility issue in the Microsoft Edge browser.

(8146)  Fixed a bug causing instances of scripts failing to run successfully on Mac OS, via IT Automation when those same scripts were able to run locally.

(8157)  Chat: Fixed a bug causing instances of inability to initiate a chat session from the Helpdesk Agent side.

(8248)  Fixed incorrect, duplicate messages that appeared on agent shutdown/logout/restart options.

(8249)  Fixed a bug preventing reports from exporting to PDF.

(8254)  Fixed a bug causing general SLA issues.

(8255)  Fixed an error where tickets were being reopened, even though the 'Ticket Cannot be Reopened' box was checked in the Admin section.

(8304)  Fixed a design glitch that was causing alerts on the Dashboard to be partially hidden.

(8422)  Fixed a bug that caused an error to appear when clicking 'Install an Agent', in the Getting Started section.

(8511)  Fixed a bug causing failure of in-app announcements to appear.

(8524)  Corrected a bug causing multiple services to run with PowerShell script and resulting in high CPU usage.

(8566)  Fixed a bug that was enabling technicians to see the Knowledge Base articles of customers they were not assigned to.

(8567)  Fixed a bug causing newly created Knowledge Base categories to appear at the bottom of the categories list, instead of at the top.

(8568)  Fixed a bug preventing the viewing of a Knowledge Base article draft.

(8570)  Fixed a bug causing incorrect Knowledge Base articles to appear in the Customer Portal.

(8588)  Fixed an error that was causing a nonsense notification to display when connecting to an agent.

(8663)  Fixed a bug causing inability to edit the ‘quantity’ in block hours/rate contracts.

(8741) Fixed a bug causing inability of the Helpdesk agent to create a ticket or initiate a chat request.

(8776)  Got rid of an unnecessary error message on the customer contracts page.

(8794)  Fixed a buggy patch status functionality, where unavailable patches were showing as available.

(8796)  Fixed a bug displaying patch categories incorrectly when searching. 

(8797)  Fixed a bug causing an already installed patch to appear as 'available' in patch management.

(8812)  Fixed a bug causing contradictory messages to display regarding the success/failure of patch installation.

(8812)  Corrected an error that prevented The Patch, Search & Deploy report from displaying data for Mac's .

(8845)  Fixed a bug causing a blank field in the Customer Periodic report.

(8873)  Chat: Fixed a malfunction, that prevented toggling between videos.

(8874)  Chat: Fixed a bug causing missing contact icons on both technician and agent side.

(8878)  Chat: Fixed a bug causing problems successfully sending/receiving PDF files.

(8891)  Fixed a bug causing instances of inability to edit scripts.

(8961)  Fixed a bug causing the security update’s failure to run on Windows Server 2008. 

(9016)  Fixed a bug causing an inactive IT Automation profile to run.

(9331)  Fixed a bug causing the Service Manager to be out of alphabetical order.

(9363)  Fixed a bug causing the SLA to be missing from some tickets.

(9365)  Fixed a bug causing some Retainer contracts not to show up in the Retainer Profitable Customers reports.

(9368)  Fixed a bug causing the Knowledge Base sections to appear empty.

(9369)  Fixed a bug that prevented server software parameters like version & build numbers from being listed in the agent.

(9441)  Chat: Fixed a bug causing an error message when trying to rename a ticket title.

(9494)  Fixed a bug preventing the ability to change a profile picture.

(9506)  Fixed a bug causing two tabs to open when creating a ticket with the Ctrl+F12 Helpdesk agent hotkeys, on Microsoft Edge browser.

(9550)  Fixed a bug causing discrepancies between the 'devices' tab on the Customer page and the listing on the Devices page.

(9788)  Fixed a bug causing failed Atera log in attempts.

(9789)  Determined a report scheduling issue was the one-time result of the fabric changeover.

(9792)  Fixed a bug causing blank lines to appear in response to commands entered in the In-App Command Prompt.

(9802)  Fixed a bug causing failure to save additions/changes to fields in the Customer Portal.

(9806)  Fixed bug preventing IT Automation from fetching information from some agents.

(9813)  Fixed a bug causing an attachment on a previous Knowledge Base article to be attached to a newly created article.

(9819)  Fixed a bug causing instances of agent installer displaying erroneous messages of successful installation.

(9879)  Fixed a bug causing endless loading on a ticket page.

(9884)  Fixed a bug blocking the ‘Connect to device’ functionality in a ticket.

(9892)  Fixed a bug where installed AVG Antivirus software fails to show up in ‘Security’ section on agent, and in the Auditor report.

(9893)  Fixed bug causing the SLA progress bar to begin even though the ticket was created during non-business hours.

(9894)  Fixed a bug causing discrepancies between Agent Patch Management and the Agent Health report.

(9895)  Fixed a bug causing discrepancies between Agent Patch Management and the Patch Status Summary report.

(9897)  Fixed a bug causing discrepancies between Agent Patch Management and the Patch, Search & Deploy report.

(9898)  Fixed a bug causing discrepancies between Agent Patch Management and the computer.

(9899) Fixed a bug causing empty history logs.

(9903)  Fixed bug preventing Mac agents from successfully connecting to the In-App Command Prompt.

(9910)   Fixed a bug causing ‘parent/child’ custom fields to appear unrelated.

(9955)   Fixed a bug causing traceroutes to online HTTP device to display ‘unable to retrieve information...’message.

(9956)   Fixed a bug causing instances of false ‘online’ status in agents.

(9970)   Fixed a bug causing Windows patch refresh issues.

(9985)   Fixed a bug causing incorrect resolution times in SLA.

(10006) Fixed a bug causing failure of MSI agent installation.

(10030)  Fixed instances of agent remaining in devices list after it had been deleted.

(10039)  Fixed a bug causing the Customer Profitability report to display incorrect notification messages for customers without a contract retainer.

(10063)  Fixed a bug causing visual issues in the Products & Expenses report, when exported to PDF.

(10077)  Fixed a bug causing failure of comments by contacts to be saved in the ticket.

(10087)  Fixed a bug causing a chat request to get a HTTP 401 user authentication required error.

(10091)  Fixed a bug causing failure of the online backup dashboard to load.

(10115) Fixed a bug causing incorrect information to appear in the Automation Feedback email.

(10159)  Fixed a bug on the Dashboard where ‘No records to display’ message fails to appear within an empty category.

(10188)  Fixed a bug causing erroneous ‘simultaneous login’ error messages to appear for users of an account.

(10229)  Fixed a bug in the Helpdesk authentication process, where the authentication token is not accepted.

(10271)  Fixed a bug preventing ability to create a new technician in the system.

(10339)  Fixed a bug where the SLA time counter continued, even though ticket was set as pending.

(10374) Fixed a bug causing instances of alerts failing to appear on the platform.

(10404)  Fixed a bug causing instances of It Automation skipping a week, instead of running at the scheduled time.

(10411)  Fixed a bug causing inability to change an image in a new ticket.

(10412) Fixed a bug causing failure of bold/italic/underline buttons to function in Ticket (description pane).

(10418)  Fixed a bug causing incorrect Office 2010 version to display in agent.

(10660)  Fixed a bug preventing Knowledge Base articles from being immediately deleted.

(10803)  Fixed a bug causing instances of multiple agent distribution, via domain controller, to fail. 

(10837) Fixed a bug causing instances of customers not receiving ticket updates.

(10845)  Added a missing error message for empty fields in IT Automation.

(10877) Fixed a bug causing ‘update rollups’, within an automation profile, to continuously download with no end in sight (on Server 2008).

(11008) Fixed a bug causing alerts to continue, even after changing the threshold on a Mac device.

(11046) Fixed a bug causing inability to save a custom field added to an SLA.

(11047)  Fixed a bug preventing the ability to save a new automation rule.

(11076)  Fixed a bug preventing Windows Server 2003 agents’ failure to display the correct operating system build information.

(11109) Fixed a bug causing a TCP device to incorrectly appear offline (but with no alerts).

(11122)  Fixed a bug causing agents not to show up.

(11151) Fixed a bug causing the In-App Command Prompt to behave unexpectedly.

(11152) Fixed a bug causing an instance of inability to create a billing batch on an on-demand contract.

(11212) Fixed a bug causing the company logo to change to the default.

(11213) Fixed a bug causing an error message to display when clicking ‘Mark alert as resolved’ in alert email.

(11256) Fixed missing ‘send an email to technician’ template in Automation Rules.

(11265) Fixed a bug causing TeamViewer’s failure to connect, unless ‘Configuration ID’ (a non-required field) is entered.

(11266) Fixed a bug causing missing history logs in TeamViewer and ScreenConnect.

(11267) Fixed a bug causing unnecessary popup window to appear when using TeamViewer.

(13395) Fixed a bug causing high CPU usage on Mac agents.

(13407) Fixed a bug causing an installation error with ScreenConnect.

(13620) Fixed a bug causing ‘Task Manager’ to function erratically on Mac devices.

(13639) Fixed a bug causing the Timesheet report not to generate.

(13665) Fixed a bug causing ‘Views’ and ‘Filters’ on the Devices page to cause continuous loading.

 

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