Atera’s RMM Training webinar

Webinar transcript

Nir: Welcome everyone. My name is Nir, and I’m the Customer Success Manager here at Atera. I will be moderating today’s webinar, which is going to be about RMM (Remote Monitoring and Management). With me is my lovely co-host, Rebecca, who is on chat. Thank you, everyone, for joining. We’re going to do a deep dive today on the RMM capabilities in Atera. We already did a mic test before, so I’m pretty sure that everyone can see me. Just making sure that you are able to see the screen as well. I’d be happy if you could just let me know. That would be cool. 

Rebecca: Yeah, we can see it. 

Nir: Wonderful, wonderful. Okay, so today’s agenda: we’re going to go over the Atera agent, which is an essential component for the RMM capabilities. We’ll explain how to install it and what we can do with the device that the agent brings in, and what sort of functionality we have with the Atera agent, whether it’s monitoring, creating alerts, deploying patches, software, and so on. We’ll finish with some relevant reports to the RMM that you can use to gather information on devices. As always, we’ll finish with a live Q&A. If you have any questions as we go, please type them in the Q&A, and Rebecca will be able to answer them. Anything else that remains, we can go over by the end in our open Q&A session. Just reminding you that there will be a recording of this webinar, and you’re going to receive it around 24 hours via email. So you’ll also have a recording of everything that we see or hear. 

Let’s jump into the demo. Before we start, what you see over here is basically our MSP platform. We have both MSP and ITD platforms, so this is relevant for MSP clients and IT departments. While the demo will be shown on this platform, it is also applicable to those clients that use the ITD products. If you are an ITD client, please keep watching because everything that you see here will be applicable to your ITD platform. First things first is our Atera dashboard. This is a quick and easy way to get an overview of the status of your Atera. Different ticket statuses, different alerts, what you have available for monitoring, recent alerts that you have open, ticket activity, and so on. Everything here is modular, so you can drag and drop and change the locations if you would like. You can also remove specific ones. For example, over here, you can decide which ones you want to add or remove. You can even reset to default to have everything added back. This is a great place to have an overview of your Atera dashboard. 

Before we focus on the RMM part, one of the things I wanted to bring up is the customers or, if you are an ITD client, the sites. This is the basis for everything in Atera. The reason I’m bringing this up is that once you have a customer or a site, you can have different devices associated with that specific customer or site, as well as with specific folders. Here is a quick overview of what we see in the customer section. We have different contacts. All of the customers and contacts can be imported either manually or from Azure AD. We also have different contracts, as we can see. The one I want to focus on the most is the devices because we can have different folders that you can create under those specific customers or sites. For example, we have this one for laptops. Under the “All” tab, we can add new folders. Click over here to add folders. I already have several of them. Once we have a folder, we can edit the relations and add specific devices that we selected under the folder. Why is this important? Later on, when we decide on applying profiles to perform specific actions, we might want to group the devices based on some common denominators, like having a folder for laptops, a folder for servers, a folder for workstations, etc. This is something that will come into play later on.

Moving from the customer and devices section, I would like to talk about the agent itself. The Atera agent is the component used to get all those wonderful functionalities that we’re going to see later on on the device, such as monitoring, performing specific remote actions, connecting remotely, etc. All of these are activated and collected using the Atera agent. The installation is very simple. Click on “Install Agent” at the top. We have different agents for different OS types, such as Windows, Mac, and Linux. When creating the file or string for download, we can decide if this agent is going to be unassigned or associated with a specific customer or site, and even a specific folder. One pro tip: Once you have created the customers and folders, you might want to create multiple installers for the agents to have them based on specific folders or customers. This makes it easier because you don’t need to group them later and start moving each one individually. Everything will be ready by preparing those installers.

The next step is downloading the file. Click to download, and we can see the file being downloaded. We have other options, like using Curl to install it via command prompt.

One option for installing the agent is via command prompt or script. Another option is using Group Policy. In case you have very remote locations that might not have access to your domain or the client’s domain, and you still want to give them the option to download and install the agent, you can provide them with a URL link to download the installer. Once we have the agent installed, it will create a device that will be populated under the devices list. As you can see, there are different options that you can already see and perform from the list. 

What you see here is the definitive devices list view that we are currently using. We had an older version before, but this is the new and improved version. At a quick glance, you can see that the device name is the fixed column, and there are different other columns that you can rearrange to your liking. You can edit the columns to add or remove specific ones from the devices list. There are two ways to show the list: via density, which is more compact, or a more detailed view. You can reset everything to the default option if needed. Besides that, we also have filters that allow you to show only certain devices, such as those that are online. You can filter by different fields and columns, and save these views as either private (for yourself) or public (for everyone else).

We have expanded the advanced filters to include more options. You can filter by various fields, and add different filters using the “or” and “and” operators. Most of the information you need can already be seen here, including alerts, available patches, and remote connection options. For remote connections, we offer Splashtop (available from the Professional plan and higher) and AnyDesk. If you have your own license for TeamViewer or ScreenConnect, you can apply these as your preferred remote access method. There are also actions you can perform. Note that you might see a smaller list of actions for offline devices, as they are not communicating and cannot perform certain actions immediately. To see the full list of actions, the device needs to be online. 

Let’s access one of the devices. This is the new view of our device page, which is quite recent. We made it look more like a dashboard, similar to the main dashboard. It is very modular, allowing you to rearrange sections like alert status, patching status, and device info. The top of the page shows the device name, owner, online status, and other actions like remote connection and management. You can see alert status, patching status, and manage patches directly from here. The device section provides a holistic view of all the information on the device, including device info, customer and folder associations, hardware status, disk usage, OS, security, and custom fields. 

You can monitor specific devices and use the agent to monitor SNMP devices. Metrics like memory and CPU usage for the last 24 hours, last week, and last month are available. You can adjust the size of these metrics for better visibility. From the manage option, you can perform various tasks like patch management, software inventory, software installation via Chocolatey for Windows and Homebrew for Mac, running scripts, service management, task manager actions, shutdown actions, and command prompt operations. The command prompt feature is especially cool because you can run your own commands or leverage our generative AI. We are working with OpenAI by Microsoft to perform different actions on Atera. For example, if you’re not sure what command to use, you can write down what you want, click “Generate,” and it will create the specific command for you. This feature is also available for PowerShell. 

We also have user activity tracking and support for third-party apps like Bitdefender and Webroot. You can use these to install their agents directly from here, as well as access different tools.

You can access the registry and Event Viewer from the device page. One cool feature that I want to highlight, which many of our clients might not be aware of, is the Help Desk agent. This can be activated on the device, and it will appear in the system tray.

I’m going to stop the screen sharing for a second to show you this in more detail. Here’s the page you should see. Under the system tray, once you activate the Help Desk agent, you will see it here. You can use it to create new tickets and manage self-service tickets, which is great for customers to log their issues via the self-service portal. One cool feature is the combination for Control + F12. If you press Control + F12, it should open the Help Desk agent in a different window. It may take a minute to load. Once it opens, it will log you in or prompt you to log in as a user, launching the portal for the users. Unless you have single sign-on enabled, users will need to log in manually. In the portal, users can create a ticket, and one of the cool things is that it automatically takes a screenshot of the page, which is very useful for demonstrating issues. Another feature available here is the AI assistant, which is still in testing. The idea is to have an AI system that can assist users by providing solutions and information.

Let me share my screen again. You should be able to see it now. Speaking of Co-Pilot, this is a feature that leverages OpenAI by Microsoft. It helps you with specific issues by providing suggestions and performing actions based on the information from the agent. For example, if you want to make a device more secure, you can ask, “How to make this device more secure?” The Co-Pilot will analyze the information and provide recommendations such as installing security patches or software like Bitwarden. Another example: asking, “Are all drivers on this device up to date?” The Co-Pilot will utilize the agent’s information to perform diagnostics and provide suggestions, such as running Windows driver updates.

The agent can also be used to monitor other devices like SNMP devices, which cannot have an agent installed on them. To do this, go to “Monitor Devices” and select the SNMP protocol. You can assign the monitoring task to an existing agent, preferably a workstation or server that remains within the network. Enter the device hostname or IP, select the type of device, and configure the SNMP settings, including the version and authentication details. Once added, the device will appear in the list. You can also add OIDs (Object Identifiers) to monitor specific values, such as the toner level in a printer. Using our generative OID feature, you can simply describe what you want to monitor, and it will generate the OID for you. You can set thresholds to create alerts, for example, if the toner level drops below 50%.

Let’s talk about the different profiles we have. You can see a dedicated section for profiles on the device page. We have three types of profiles in Atera: 

1. Threshold Profiles: These are used to generate alerts when specific thresholds are met. You can create as many profiles as you want, but only one threshold profile can be active per device. 

2. Automation Profiles: These are used for OS patch management, software updates, software installation, and other maintenance tasks. You can also use scripts in these profiles. 

3. Configuration Policies: These focus on how reboots are handled when required by a device. To access these profiles, go to “Admin” > “Monitoring and Automation” > “Threshold List.” Here, you can create and manage your profiles.

To avoid cases of conflicting alerts, you can have only one threshold profile per device. This ensures that all alerts are managed under a single profile. The main idea behind this is to centralize alert management. 

When creating a threshold profile, you can see existing thresholds and add new ones as needed. Atera provides some preset thresholds that you can use as examples. These presets cover common usage scenarios and performance thresholds, such as critical alerts if the CPU usage goes over 95% for a specific period of time.

You can customize these thresholds by adjusting the percentage and time period. When a threshold is met, you will receive a notification or alert. Alerts can be sent via email or can automatically create tickets for you. This ensures you are notified promptly when an issue arises.

In addition to notifications, you can add auto-healing scripts. These scripts can automatically resolve issues when a threshold is met. You can use your own scripts or select from a shared library of scripts created by Atera or other users. This proactive approach allows you to fix issues automatically and receive notifications when they are resolved. You can monitor specific events, such as software installations or failed login attempts. The custom tab allows you to monitor various thresholds like CPU load, memory usage, antivirus status, and firewall status. You can also apply auto-healing scripts to these thresholds.

If the existing thresholds are not sufficient, you can create your own monitoring scripts. These scripts can generate alerts based on specific values and conditions. You can decide the severity of the alert and apply scripts to resolve issues proactively. 

Once you have created and customized your profile, you can assign it to devices. You can select devices based on customers, folders, or specific agents. This allows you to apply the profile to multiple devices efficiently. 

You can create folders for specific types of devices, like servers, and assign profiles to these folders. This ensures that the profile is applied to all relevant devices across different clients. 

When an alert is created, you can view it in the alerts list. This list provides details on when the alert was created, its category, and its status. You can create a ticket from the alert or associate it with an existing ticket.

You can use the Co-Pilot feature to resolve alerts. For example, if you have a CPU load alert, Co-Pilot can analyze the issue and suggest actions to resolve it. It performs checks and provides recommendations based on the analysis. 

Atera provides a shared library of scripts that you can clone and use in your environment. You can apply these scripts through threshold profiles, IT automation, or manually on devices.

When creating scripts, you can use the AI generative script recommendation feature. This feature allows you to describe what you want to achieve, and it will generate a script for you. For example, you can create a script to handle high CPU usage by describing the issue, and the AI will generate the script. 

Once the script is generated, you can edit it as needed. You can then apply the script to address specific alerts or use it in automation profiles. 

Unlike threshold profiles, you can have multiple patch management and automation profiles per device. This allows for more flexibility in managing patches, software updates, and maintenance tasks.

You can exclude patches globally or at the profile level. This ensures that specific patches are not applied if they are not relevant to your environment. 

If a device is offline when a profile is run, the “Run Offline Agent” feature allows the profile to be applied once the device comes online. You can set the period for how long this check should be performed, typically between one week and two weeks.

You can create and manage patch management and automation profiles under the “Admin” section. These profiles can be used to patch devices, update software, and perform various maintenance tasks.

When devices are offline, such as when users are on vacation, the profile will be applied the moment they return and the device comes online. This ensures that the profile is automatically applied without any additional steps needed. 

When creating a new profile, you have the option to run it immediately by selecting “Run Now,” or you can create a schedule. The schedule can have different frequencies, such as running once on a specific date and time, daily, or on specific weekdays. You can also select the option to run the profile on newly installed agents, ensuring the profile is automatically applied to new devices.

The profile tasks are divided into three sections: 

1. OS Patch Management: This section focuses on managing operating system patches. 

2. Software Management: This section handles software installation and updates. You can use Chocolatey and Homebrew for software updates and exclude specific software from being updated. 

3. Disk Management and Maintenance: This section includes tasks like disk defragmentation and maintenance. You can also run specific scripts during the profile execution. 

You can create software bundles to install multiple applications simultaneously. For example, you can create a bundle for new hires that includes essential software like Zoom and VLC. When the profile runs, it will automatically install all applications in the bundle.

Leverage the option to run profiles on newly installed agents. This ensures that a dedicated profile for software bundles is automatically applied to new devices, installing all necessary applications without manual intervention. 

The profile also allows for upgrading Windows versions and performing disk management tasks. You can apply scripts for additional custom tasks. 

You can have multiple profiles for a single device. This flexibility allows you to separate tasks into different profiles, such as one for patch management, one for software updates, and one for disk maintenance. This ensures that critical tasks are not interrupted by other actions, such as reboots.

You can exclude specific patches at the profile level. Enter the specific KB number to exclude it from the list. You can also approve or exclude multiple patches from the profile settings. 

In the OS patch management section, you can configure installation settings to postpone patch approvals. This is useful if you want to ensure that new patches do not interfere with existing software. You can postpone approval for a specified period (e.g., 14 days). Once the period is over, the patch will be auto-approved, but it will only be installed based on the profile’s schedule. 

Configuration Configuration policies allow you to control how and when reboots are performed after patch installations. You can choose to: – Use the device’s default settings. – Prevent auto-restart while users are logged in. – Restart outside of active hours. – Give control to end users, prompting them to restart at their convenience. 

You can set a specific number of prompts before the device is automatically restarted. This ensures that users have ample warning before a forced reboot.

You can control how Windows updates are managed. The recommended option is to use the IT automation profile to manage OS patches, preventing users from manually updating the OS.

You can assign profiles and policies to specific customers, folders, or agents. This allows you to manage multiple devices efficiently. 

Excluding Specific Software from Updates To exclude specific software from updates, go to the software section of the profile and select the software you want to exclude. You can add multiple software applications to the exclusion list. 

When devices are offline, the “Run Offline Agent” setting allows the profile to be applied once the device comes online. You can set the period for how long this check should be performed, typically between one week and two weeks. This ensures that patches are applied as soon as the device is online.

You don’t need to know much to use Chocolatey for software installation. Simply create a profile, select the software you want to install from the Chocolatey repository, and add it to the profile. The software will be installed automatically when the profile runs.

You don’t need to have Chocolatey or Homebrew installed locally. Atera handles the integration with these tools. When you need to update a device, simply select the checkbox for updates. If you want to exclude specific patches, you can do so from the profile settings. For software installation, use software bundles. Create a bundle with the desired software and select it in the profile. Atera takes care of the rest.

If you encounter technical issues, you can refer to our knowledge base or contact our support team. Our support is excellent and can be reached via chat for immediate assistance.

Jonathan asked if you can upload custom software to push installs via Chocolatey or Homebrew. The short answer is yes, but not directly through Chocolatey. You can have your own repository, which is available for the top-tier plans (Superpower or Enterprise).

Atera supports three repository options: Azure Artifacts, MyGet, and JFrog. You need to have one of these services. Once you have the repository, you can upload your software and create a connection between the repository and Atera.

Uploaded programs will appear as available options in the software management section. For example, if you have the Atera agent in your repository, it will be tagged accordingly and can be included in software bundles for deployment. 

Abhishek asked how to get continuous alerts until the threshold is fixed. Continuous alerts are generated as long as the threshold condition is met. For example, if you have a CPU load alert set at a low threshold, new alerts will be created each time the condition is met until it is resolved. 

Edwin asked if Chocolatey always takes the latest version of a software package. Chocolatey will use the latest version available in their repository. However, there might be a delay if a new software release has not yet been approved and added to Chocolatey. 

Before we conclude, please take a moment to fill out our survey. Your feedback helps us improve these webinars and make them more personalized and beneficial for you. The survey is very short and will take only a minute or two.

We have also released a public roadmap. This is a great way to see upcoming features and contribute to our features board. The roadmap will guide you on what is being planned and what has already been released. 

You can access the roadmap via the link provided in the chat. It shows everything released recently, upcoming features, and items in the pipeline. The roadmap is continuously updated to reflect new developments. 

Thank you, everyone, for joining today’s webinar. I hope it was fruitful and provided a comprehensive overview of all the RMM features we currently have. We appreciate your time and participation. See you all in the next webinar! 

Nir: Thank you, everyone. I know it was a bit long, but I hope it was helpful. Have a good one! 

Rebecca: Amazing. Bye, everyone. Thank you! 

Nir: Bye, everyone.