Inside Cato’s SASE Architecture: A Blueprint for Modern Security
🕓 January 26, 2025
New in Atera — Using Action AI to Auto-Resolve Common IT Issues
Introduction
Repetitive helpdesk tickets—printer errors, disk-space alerts, service failures—eat into your team’s day. Atera’s Action AI™ changes the game by pairing AI Copilot (technician-assisted fixes) with IT Autopilot (end-user self-service) to diagnose and resolve common issues directly from alerts and tickets. In this post, you’ll learn how to enable Action AI, use Copilot suggestions on alert cards, empower end-users with Autopilot, and configure safe, one-click remediation workflows.
Key Takeaways
- Enable Action AI™ under Admin › AI Settings to activate both Copilot and Autopilot engines.
- AI Copilot appears on alert cards and tickets—suggests and runs remediation scripts in one click.
- IT Autopilot engages users via portal or email to self-resolve issues like password resets or cleanup tasks.
- Configure Auto-Execute rules to let trusted fixes run without technician approval.
- Monitor outcomes in the Alerts and Tickets dashboards to fine-tune your workflows.
1. Enabling Action AI™
Outcome: Turn on both AI Copilot and IT Autopilot across your tenant.
- Go to Admin › AI Settings.
- Toggle on AI Copilot to surface suggestions in the console.
- Toggle on IT Autopilot to allow end-user self-service workflows.
- Configure Auto-Execute for any Copilot suggestions you trust to run without prompt.
Confirm: Does your tenant already show separate toggles for Copilot and Autopilot under AI Settings?
2. AI Copilot on Alerts & Tickets
Outcome: Instantly diagnose and fix issues from the Atera console.
- Alert Cards: Click the ⚡ icon on any alert to see suggested fixes—“Restart Print Spooler,” “Clear Temp Folder,” etc.
- Ticket View: In the reply pane, Copilot can draft a remediation script or response and run it with one click.
- Feedback Loop: Thumbs-up/down on each suggestion refines future recommendations.
Job-to-Be-Done: If 20 spooler errors fire, Copilot can batch “Restart Spooler” across all devices in seconds, saving hours of manual work.
[Insert GIF: AI Copilot executing a script from an alert]
3. IT Autopilot for End-User Self-Service
Outcome: Let users solve simple problems themselves, reducing ticket load.
- User Portal & Email: Autopilot prompts users with chat-style workflows for password resets, disk cleanups, or connectivity tests.
- Slack/Teams Integration: If configured, Autopilot can interact via your messaging channels.
- Escalation Path: Unresolved issues auto-generate rich tickets with diagnostic context.
Confirm: In your experience, does IT Autopilot launch as a portal widget or via a standalone “Get Help” link?
4. Configuring Auto-Execute & Safe Modes
Outcome: Balance automation with oversight.
- Manual Mode: All Copilot suggestions require technician approval.
- Auto-Execute Mode: Trusted actions (e.g., temp cleanup) run automatically—no prompt.
- Security Controls: Limit which scripts Copilot can run without approval.
[Insert screenshot: Auto-Execute toggle and script whitelist]
5. Monitoring & Optimization
Outcome: Track success rates and refine AI behavior.
- Alerts Dashboard: Filter by “Resolved by Copilot” to see automated fixes.
- Ticket Reports: View “Autopilot Resolutions” to gauge end-user adoption.
- AI Center Metrics: Monitor suggestion acceptance rates and adjust thresholds.
Use these insights to expand or tighten your Action AI scope over time.
Build Your First Action AI Workflow →
Head to Admin › AI Settings now to enable Copilot and Autopilot, then click the icon on an alert to experience one-click remediation.
If you need further details on any specific benefit or on using Atera in your organization, please feel free to schedule a no-obligation requirement gathering virtual meeting with our Atera Implementation Experts. Schedule Now
FAQ
What’s the difference between AI Copilot and IT Autopilot?
Copilot aids technicians inside Atera; Autopilot engages end-users for self-service.
Can Copilot run fixes without approval?
Yes—enable Auto-Execute for selected, trusted actions.
Which issues can Autopilot handle?
Common tasks like password resets, disk space cleanups, and network tests.
How do I disable Action AI for specific groups?
Use role-based access in Admin › AI Settings to limit Copilot or Autopilot availability.
Where do I view AI-resolved issue reports?
In the Alerts and Tickets dashboards under the “Resolved by AI” filters.
Does using Action AI require extra licensing?
Action AI features require an active AI Copilot add-on. Confirm your plan details.
About The Author
Anas Abdu Rauf
Anas is an Expert in Network and Security Infrastructure, With over seven years of industry experience, holding certifications Including CCIE- Enterprise, PCNSE, Cato SASE Expert, and Atera Certified Master. Anas provides his valuable insights and expertise to readers.
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