Ticketing for internal IT department

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gert.verhoeven
gert.verhoeven Member Posts: 23
edited December 2023 in Helpdesk

We are using Atera internally and are giving the PSA feature another go at the moment. We would like to set up our 25 different branches as separate customers so we can track them individually. Obviously, all the contacts will be pulled from a single Azure AD tenant. I read we can filter contacts based on group membership. Will a sync to the same Azure AD tenant (25 times) cause any problems?

In the early days of Atera, the contact tickets would also be deleted when we deleted the contact. Is this still the case, and how does this relate to the sync with Azure AD? If the user is deleted from Azure AD, would this also delete the contact in Atera?

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  • nina
    nina Administrator Posts: 428 admin
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    Hi @gert.verhoeven - You can use the API to do this. Check out our API Documentation! OR, a workaround you can use is placing all terminated users into a specific customer/site for the purpose of keeping them in the system, without deleting everything associated with that user.

    WDYT?

  • nina
    nina Administrator Posts: 428 admin
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    Hi @gert.verhoeven -

    Trust all is well.

    Please be advised:

    1. You can connect the same tenant to separate customers, and choose a different group to import for each one of the customers.
    2. If you delete a contact, all of its’ related tickets will be deleted
    3. If you delete a contact from Azure AD, it will not be removed from Atera

    Should you have any additional questions, please reach out to support@atera.com.

    Nina

  • gert.verhoeven
    gert.verhoeven Member Posts: 23
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    Thanks Nina, I've imported all contacts from manually until the AzureAD group restriction is fixed.

    Now I've manually added the contacts, what will happen when I enabled AzureAD sync and it finds the same contacts. Will it map by email address, or will it create duplicates?

  • kim
    kim Member Posts: 113 ✭✭✭
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  • nina
    nina Administrator Posts: 428 admin
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    Contacts are matched based on the email address. If Azure identifies that the contact already exists in Atera, then the contact information including first name, last name, job title, and mobile phone will be updated in Atera. The integration will override all the values of these fields in Atera, with their respective information from Azure. Hope this helps!

  • kim
    kim Member Posts: 113 ✭✭✭
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  • nina
    nina Administrator Posts: 428 admin
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    My pleasure! Glad I could be of some assistance.