Transcript
A serious event. I hope you feel the history that you are part of it. We have a lot of webinars all the time, mainly in English, and all kinds of topics. Also a walkthrough of the entire system, a general introduction to the system, also onboarding. We also do webinars on specific topics. Because this is the first time we are doing something in Hebrew, today we will do something a little more general. We will also get to know you, we will also give you some tips for general automations, and also more advanced ones, that will help you do even more real work with Atera. And we are very, very happy that you are here. So let's get started. So, as I said, my name is Yadi, I am a Customer Success Manager here at Atera. I have me, he is responsible for the questions and answers that you will have here on the left. That is, there is also an opportunity to ask questions in the chat. And we will answer some of them, we will even answer some of them here as part of the webinar. So that's us. We are always happy to hear from people who come to the webinar, so you are invited to share with us on the side, so we know who we are talking to. Let's get to know Atera a little. It is important for us that you know all the resources, all your opportunities to learn about Atera in the community, in the blog, with our support, in the webinar, and so on. We will do a live demo, that is, I will mention a few things that can be done in the system, and we will leave room for questions at the end. So, there are a lot of customers in Atera, over 12,000 customers from all over the world, who use Atera for different things. So, to get to know all your opportunities with us, we have the patch management, the advanced analytics, which is to do a lot of reports and advanced dashboards, and all your needs with all the information that appears in Atera. The big advantage is that we also have the PSA and the RMM, so you can do something that combines all this in one dashboard. You can do remote monitoring management, to do remote connection with Splashtop on any desk, the service desk we have and the ticketing. We have the network monitoring with the network discovery, software deployment, IT automations, profiles, the way to do specific patches for everything, and to belong to specific devices. There is billing for MSPs, and of course we have the App Center for all kinds of add-ons and other things, that complete the work of Atera, and you can do them through Atera. So, resources. And what can you use to learn more about us, always? We have the knowledge base articles, because we have so many customers, it's always nice to know, that Atera didn't start as... Atera started as a PLG, which means that customers can join alone, simply on the site, and because of that we have almost all the information, accessible to everyone, and you can learn and do onboarding alone, and be fully professional in Atera. You can use the knowledge base articles we have, to always contact us in the live chat, we have support that invites 24x7, in English, and we also have our CS team, which is part of us in Hebrew. We share the public road map we have, which is one of the most amazing things in Atera, the project always shares the latest releases, that are planned to be released soon, and have just been released, which you can always go and see, if the things you feel will make your life easier, are already planned, or have just been released. We have a community, and that's where you can share with each other, and get tips from other customers, and of course our webinars, like the one we're doing now, always invite you to join, and watch both live and DMed, that is, in private, depending on the topics you're looking for. Okay, if anyone has any questions so far, you're of course welcome to ask, and we'll move on to the live demo. All the things, I see Gilad is asking, all the things I presented, the webinars, the Knowledge Base, we'll get everything through the website, the live chat is from the platform, you have a small black question mark, all the things, as soon as you're logged in, we can invite you from there as well. You can also have a conversation with your CSM, with the big customers, they also have a personal Customer Success Manager, and you're welcome to do that at any time. Thank you for asking. Okay, let's see. Cool. So, this is the Terra, this is what our system looks like. This is the dashboard, the main screen, it's basically your share of everything you need from a first glance. It's a demo environment, there are a lot of alerts here, a lot of things that are a bit of our playground, because it can be a bit scary, but it's basically all of our screens, you can access them from the screen on the left. Each person can choose what they want their home screen to be, if you work more with tickets, it can be a ticket screen, if you work with devices and you're less into ticketing, you can do that as your home screen. And now I want to show you a few new things we've released, or interesting ways to do automations with our system. So, let's get started. The first thing we promised, is that users can use service calls. So, this part of the Help Desk, we call it PSA. You'll hear about it a lot, or if you're looking for the relevant webinar on ticketing, it'll probably be there. And recently, we added a new screen of Technician Groups, so I'll show you what I mean. Okay. If I go to my admin screen, anything I want to look for, I can look for it like this, but we also have the search box up here, which is really convenient, because if I know I want to look for the IT automation profiles, or the technologies, I can just look for it instead of finding it among all the details. And I have a new screen here of Technician Groups. So, I'll show you how we use it. So, up until now, everything we could manage was tech by tech, everyone on their own. We added the ability to create availability, that is, to say if someone isn't in the office or is in the office, everyone can do it on their own here. And now, you can also do Technician Groups. For example, define everyone as Tier 1 or Tier 2, or a team of team leads. This helps me, for example, in managing tickets. And one of the things I can show you now is how to create Ticket Automation Rules. Basically, all kinds of laws of automations around this topic of tickets. So, here's the Ticket Automation Rules. And here I can create a law for almost everything, even things that are time-dependent, with open tickets, say, more than 24 hours, and I want it to automatically go through a certain escalation, or based on status, if my status changes, I want the end user to receive an email, and so on. We'll do one example together, but I'd say I'd like you to share in the chat some of the things you've already done on your own, and created a smart law, the one you used on this screen, because I think one of the best things is to share knowledge, and there are a lot of things at the end that are relevant to everyone, and basic, and some of these things can also be found in our article on Knowledge Base on Ticket Automation Rules. We have a lot of best practices, so all kinds of ideas that can help you on a daily basis. Okay, so this is pretty much everything I created before this. I have all kinds of little arrows here, and another thing that most of my customers know is that almost on every screen, and sometimes several times on the same screen, I can look for the little button of Learn More, which will take me to the Knowledge Base article, the relevant article that expands on the same page. Let's add a new rule. And we'll see how we use it in Technician Groups. Okay? So I can, say, create a rule that every first ticket will automatically be assigned to someone from Tier 1. That is, I don't care about a specific person, but I want it to be divided by groups, okay? I'll add a ticket here. I'll define that basically on every new ticket created. I have the Ignore Flow here. Sometimes it gets confusing, so it's always worth hovering over the little arrows and seeing what it says. Basically, because I have the ability to create endless Ticket Automation Rules, I'm voting here in the back, I also have the ability to create Dependency. As long as I want this ticket, this rule, to work without depending on other rules, then I'll say yes. Because I want it not to matter if I have another rule that says other things, I want it to work for me first. I'll make it active and add it. Great. And I'll open the screen of the new rule, the new law I created, okay? I also have another note here on the Ignore Flow. I also see the name of the ticket, of the law I gave it. And I can do Manage Rule here, or delete it, and so on. Now, what do I need to define? So I have the ability here to define Conditions and Actions. I can define as many Conditions as I want, and as many Actions as I want that will happen according to those Conditions. And I'll go straight ahead. We'll start with the Condition. What am I working with? In this case, I want every ticket that is opened by an external end user, and not a technician who opened it. Okay? Then I'll define the source of the ticket. There really is, on the one hand, an endless list of options, and because of that, on the one hand, it can be overwhelming, and a little too many things. On the other hand, really, everything you think you want to do, it's easy to assume that you can build it with this page, and that's the advantage here. So I can always play with it, for example, open a ticket from an email, send an email, and open a ticket. So I want that to be one Condition. And I can also say that if you open with our Service Portal, it's also relevant to me. I hope you're using our portal. You can also use the AI Assistance for those who work with the Autopilot that's coming out soon. A word on that. One of the things we're proud of is that Autopilot is already out, and a lot of customers are using it. And also Autopilot, now in terms of design, we have a lot of customers who are design partners, and in April it's expected to be released to everyone. So I did my conditions if the ticket opens from an email or from the portal. The must-match, I don't want it to be a must-match, because if it's a must-match, it's going to be the email and the portal, of course, when I see this thing. And the action will be to assign a set field value of the Technician Group. Tier 1. That's it. I set a rule. At the moment, this ticket, this rule is active, because I made it active, and when I see an email that the ticket opens from an email or from the portal, automatically it will be assigned to someone from Tier 1. Cool. That's the first option. You can really do almost anything here, even with times, even if you don't. There's password reset, you can send an email automatically to the customer who opened the ticket. You can use the email template and say, every new ticket, and so on and so on. Nice. That was our Ticket Automation Rules, and it's very, very relevant to the whole world of ticketing. I'm happy to tell you about things that are also connected to the RMM side. As I said at the beginning, we're dividing our system into RMM and PSA, so PSA is the whole world of ticketing, and RMM is the whole world of computers. So let's take a look at the Threshold Profiles screen. If I'm running, or if I have something to say, you're always welcome to stop me, ask questions, and so on and so forth. I see that Guy is still working on his agents' setup, they're not doing ticketing yet, but I hope it opens your appetite, and of course there's still a lot to do. You can't talk in the webinar, I think. I've never been able to hear customers really talk and open the mic, and that's in your conversations with the support or the CS and so on. But look, I'm on it. I can see you're writing. Whatever. So we've seen the tickets, we've seen the dashboard, I have, of course, the devices screen that we'll touch on soon. All of the devices that have an agent appear here. I'll go to my admin and search. You can always take a look at what's in the dashboard by clicking, but it's always easy for me. Great. So this is the screen we're about to get to. What is this screen? It's the source of everything you see in the dashboard as alerts. This is what you see on my devices. What is a warning, what is critical. I have a full screen that shows me alerts of all kinds, critical, information. All of this, everything that appears here is created with my thresholds that I set up, that the admin set up. And that's why we'll get to this page now. So I have the ability to set up a threshold profile. That is, all kinds of settings that if a device reaches this setting, I want to get a warning. First of all, I have here the Learn More and the link to the Alert page. But let's see what our profile looks like here. So when I set up a new threshold profile, my screen looks like this. Right now there's nothing here. Let's recognize the screen we're looking at. We're in a new place. We're in a threshold profile and we opened a new one. It has its name, it's active, and a little bit of information about it. On the right side I have all kinds of presets. We offer you, to start somewhere and help you start from a built-in place already, we have the ready-made presets for PCs, for Macs, for laptops, for Linux, for servers. That is, each of our devices, we offer something default that you can customize to your needs. Let's say I'm choosing the Personal Computer preset. I clicked on Set. All the items we set up for you appear here as default. Each of these things can be changed, evaluated, and waited for if something is not relevant to me. Here it's divided into performance and hardware. I can also say if I'm going to make a threshold profile and in the end only share it to all my Mac computers, I can already do this Mac pressure, and it removes things that are only relevant to Windows and also to Linux. Of course, there are less things relevant to Linux. So get familiar with that. Let's go to Windows, which is most of it, and see what I have here. First of all, I can always set up a new item. If I see, for example, I have here Create Critical Alert when the CPU load exceeds 95% for 9 minutes. I have here things about memory usage, CPU load, memory usage, and so on. All of these things can be changed. Right now, I see things that are either critical or warning. That's what we have as default. I can create a new item, and I have three types of items. Preset, Custom, and Script Base. Presets are things that we offer you as part of a list. For example, Software Installed or Uninstalled or Failed Login Attempts. I can choose one of these. I can choose if I want it to be an alert that only gives me information, warning, or something critical. And I can add it from here. I can do something that is a little bit more complicated, but still built from scratch. That is, I have a category of what I'm looking for from Hardware Disk to Firewall Inactive to Eventual Security, and so on and so forth. And define what severity it is, what is the severity of the alert, to play with the percentage and the time period, which is very, very cool. And in a moment, I will give you a specific section on the Auto Healing Script. The last thing I want to show you is Script Base. If what I want to do and what is important to know about my devices that are not in the Preset or Custom, I can also do something completely new using the Script Base Threshold Item. There is also a article here explaining more specific options for this, but I can really do something the most advanced there is using the script. This is if I create a new item. Now I will show you how I see what it contains and also what the Auto Healing Script says, which is one of the powerful automata we have. So, if I go now, let's say, to Create Critical Alert on Hard Disk Usage. Okay? I know that first I want to look at this item, I will use the rating icon, and I'll see what I can play with. Because it's something that is custom, and it's really default, it can't change the category or the critical, the severity. I can say, 90% is really too much for me, so I'll get a warning when it's at 80%. I can play with it here, or here. And then I say, okay, it's nice that I have a warning, I can look at it, it'll pop up. But, we're wondering about automations, so what would be cooler than solving it as soon as it happens, and not wait for the person to go and see what happened there. So this is our Auto Healing Script, which in this case the script will run on Windows and Mac devices, we're getting it from Linux, but I can say, okay, as soon as the Hard Risk Usage of a device that is connected to this threshold reaches 90%, I want to run a script on it that will automatically clean my temporary files. I clicked on Add Script, on Select, and I got here the Select Script window. We have two tabs here, My Script and Shared Script Library. One of the coolest things we have is our ability to share scripts with you that people have already used in their heads. In the Shared Script Library you can see a lot of scripts, there are 998 scripts that we have taken care of, and that people have already written. You can use them and search by category, if there's something specific to Windows, Mac, reporting, printing, and so on. You can also search by name. So if I'm looking for Delete Temporary Files, I have this here, For All Users, I can look from here, see what it's doing, and I can clone, say that's what I want. As soon as I cloned, I tagged this specific script from my Shared Script Library to My Script, and I can now choose it from here. I find it, it tells me it worked, Select, and I can see that I added something to this item. Now the same item I'm calling before will also run this script as soon as the file reaches that threshold. CT Add, I can see it from here that I have here this item, the script that will run as soon as the file will exceed 80% of the hard disk usage. Cool? Again, one example, there's a lot of ideas you can do here, and we actually have N4 scripts in the Shared Script Library, and moreover, we also have the ability in the AI to generate scripts by yourself and test it. So if I'm already talking about it, I'll show you what I mean. Okay, I remember your question at the end. Great. So I want to show you our script screen. There are two nice tips here that I want to show you. One, here I have a little more information about me. I have a little more space here. I have the ability to create a script and to upload a script if I have something that I did somewhere else. Here, what's nice to see in the Shared Script Library is that I also have a more pleasant view and the ability to search from here. And it's also a really nice tip to know that you can see what's the most popular. So I also have the ability to sort by the number of votes that people actually vote for something that worked for them. And also to see how many times a clone was made. What's the most popular. Which is really, really cool. Let's say everyone uses the Clear Event Logs of Windows. Okay, it's different in a massive way. It's much more popular than others. So I can use it too. And also here there is a link to the community and a link to the Shared Script Library. If we're already talking about scripts, and there are many places to use scripts within the Terra, also in the Threshold Profile, as I just showed you, in the Auto Healing Script, also in uploading it simply to specific devices, also in the IT Automation Profile, if I want to upload something automatically every week, every month, and so on. So I also have the ability to generate scripts with our AI, with the Core Pilot. I can write to it in free words what I'm looking for it to do for me, and it will run the script for me. For example, change the host name of the machine, generate. It really does it by itself here. As soon as I see that it's something that looks like me, and that it leads me to the right page, and so on, I can also choose a device that is online now, at some price, to check it specifically. So if I now want to see how it runs on my computer, I can do that, see that the script works and then use it after I've already seen that it works as it should, that it's ideal. Cool. So we also gave a little bit about scripts, about auto-healing scripts, specifically within the Threshold Profile, and a little bit about ticketing automation. So that's one nice thing about AI, how I generate scripts. And another nice thing I wanted to show you today that is related to AI is our devices screen. So we're still in the RMM area, which is all the management of my system that is not related to ticketing. And here I'm looking at my device screen. I have all the devices here that I have in my system, which have agents with the name, with the details about it, to which customer it belongs, and so on. I can do Remote Connect from here. I can do all kinds of actions from this screen already. If I have a wake-on-land, if I want to alert a device that is offline but not connected to my network, I can do Shutdown Action, all of these. Here it's relatively cumbersome because it's an offline device. I can also run the Core Pilot, which does a general analysis of the entire device, which is very nice. What I'm going to show you today with AI is that I can also filter all my devices with FreeText. I'm going to do Toggle On, I activated it, and here it also offers me all kinds of ideas, like finding all the computers that have new security patches. I can make them security updates. Let's do it for example. Of course, I can also use my filters here and search manually. Which is great, but this way I can find all the things by myself, really easily. I can also keep this view, look at the filters it made for me, PCs, what things it put in here. And I can save this view, call it by name, security for example, and say, and choose if it will be public or private. I can also make a view that all my team will use, or something that is only for me. As soon as I have this, I can choose from all the views I created what I want to look at. Nice. Okay. I really gave areas to choose from in the platform for automations. I think maybe the most central thing is the IT automation profile that can be touched on. And then I also start answering questions. The patch management and IT automation profile is my ability to define all kinds of wider automations on a number of computers together. Let's do the profile. Like this. This is how it looks. We can choose what we want to do when we create this IT automation profile. We are able to split it into OS patch management, operation system, software patch management and disk management. And there are also a lot of possibilities. Let's start with the script, we have a lot of options in Tera for this. I can put a script here that will run and define a loop that will run in a repetitive way every day, every week, every month and at a specific time. Or define something that will run for every new computer I created, for example. I have the ability to define software bundles here. If I want to make a bank of software bundles that will run together or will run automatically. This is also defined here. And there are also Windows 10, Windows 11 and so on. I made a lot of notes and notes from all the relevant areas in the platform. I think it's important to say that the options in Tera are almost endless. I can define policies and play with my alerts and manage SNMP devices. And really, really you can do a three-hour webinar. But I want to see if you have any questions that you would like me to touch on. Let me take a look. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
