General

Hi Guys, We've noticed that some of the ticket titles from the RMM system to PSA are way too long, please check the attachment. Other events like backup failures/successes are fine but CPU and Memory usage tickets are massive. Would you be able to look into a way to create less obtrusive ticket titles from RMM? We've also noticed that the RMM priority doesn't necessarily map to a PSA priority. Is there a way to do this or is this something to come out in the future? Many thanks, Martin

How can I renew an expired contract? Do I just need to clone it and change the dates? Can I then hide the deactivated contract? It would be really nice if this were automated - something like a "rolling contract" type that renews automatically

Hi, Is there a way to close a ticket that was opened by a notification from the RMM? ie. Notification of a stopped service opens a ticket. I would like a script to start the service and then change the ticket in the PSA auto-magicaly. Is this available yet, or on the feature request list? Gary

Does anyone know how we customize the customer facing forms such as quotes/orders/invoices? I've only looked at the quotes thus far, but we do not find the format professional enough to put in front of our clients, and would like to change it.

Are there any people in Europe (or more precicely, in the Netherlands) that use the full PSA solution to manage their business?? After a rather disapointing start with Pulseway RMM, due to some recent licensing changes, (i am at the moment starting up as an MSP/MSSP,but the minimum for Pulseway is 25 licenses, meaning i throw away half the licenses atm) i am looking at PSA as an option, but there’s no Dutch translations, (or maybe i can change the language used in the invoices myself??) My reseller seems to think i could only use PSA at the moment for ticketing, project management and perhaps time tracking.. lets prove him wrong please? …

Trying to generate a quote and add a product item in. It has a Product location with a +-. When I click it there is nothing there. I have tried to figure out where to populate that list from but not finding it. Any assistance is appriciated.

Hi all, In the Ad-Hoc reports, I ask the user for a date range for the report (Filter). Does anyone know how to capture the dates (Between) and display them on the report? Gary

Hi, In our time sheets, we us words like Wasn't which show up properly in the PSA program. But when I create our own report, this is changed to "Wasn't" Is there a way to display this properly in our own reports?

From the 1st of August Microsoft will require 2FA to be active on all Office 365 CSP partners accounts. How will this affect the email parser? How will this affect email sending?

Hi all, We recently implemented Pulseway and we are trying to setup the email parser. I assume that we have succesfully setup the parser because when we test the connection all seems to be fine. However, when we send an email to the email address that we use in the parser, no ticket is created. Are we missing something? Thanks in advance.

Is there any video training for the PSA module? it has tons of features and I see scattered videos of some modules and general talk about it, but I want videos that provide good training and makes me want to say I am a Guru at PSA

Is there anyway to see running timers on tickets? This is especially important when working multiple tickets and/or if you just have to navigate away from the ticket for some reason.

When adding a taxable discount to an invoice the resulting tax calculation does not take the negative tax into account in the total tax calculated. How can this be remedied?

We're new to the PSA, and starting to get complaints from clients about the number of emails which are sent in the default configuration. We're trying to dial back the notifications and finding it quite challenging. One example is the creation of a new ticket by an agent. It would make sense that if we assign a contact in the ticket then we probably want them notified via email upon ticket creation. However, sometimes we do not want them notified. Maybe we're doing some housekeeping internally. Again, we assumed that if the contact was left blank, no email would go out to the client. Wrong! It quietly looks up the site contact and sends it to them. How do you cr…

Anyone else having issues with Ad-Hoc reports. They were working earlier today, and now they just do not finish. Gary

Hi, Can someone in support please reboot what ever services you need to get reports working again. No reports work in my PSA. Each report just hangs. Thank you

Hi, In the PSA Product Quote, I can only add a hardware item once to a quote. So if I have a "Generic" item i want to use in a quote, and change the description, I can only add it once. So, If I am using Generic items in quotes (Product Items) and I want to put it in the quote more than once, I have to do it as a Service Quote. Can it be changed so we can add a product item more than once in a product quote. Then I don't need to use service quotes to send out product quotes.

Hi All, Does anyone else have an issue with Assigning a ticket and the status staying "New". I asked support a while ago, and they said maybe some users still wanted the status to stay as new when it is assigned. Well with that logic, when I resolve a ticket, maybe is should stay as "Assigned" and not "completed". The issue I am having is when I have NEW tickets, I like to assign a "Group or Batch" of tickets to one tech. From the Service Desk "Dashboard" you can see the "New" tickets. From there I batch assign tickets to a tech, but they stay as 'New" tickets. Well now I have to go into each ticket and change from New to Assigned. Sorry, but if …

What is the best way to enter a per device or per user recurring services contract? Let's say I have a business with eight users @ $60.00 per user. I have this "Managed Services" plan entered as service at a cost of $40.00 and the price to the customer at $60.00. In that $40.00 is the cost of my PSA, RMM, AV, etc. plus 4 hours of remote support time each month (for the client as a whole, not per user!). If I go over the four hours of support, I want to get an alert and be able to see the profitability of the client for that month go down if I have to work additional hours under that contract. At the same time, I don't want to break this out on an invoice. It seems li…

It would be nice to be able to update the status of a ticket that is in one of your queues from the My Queues view. That would allow for a ticket to be put in progress without actually having to open the ticket itself.

First Solar Winds and now Kaseya are in the news for being breached by Rusisa: https://www.hstoday.us/industry/kaseya-hit-by-cyber-attack-orders-server-shutdowns/ Has Pulseway been audited to see if it's supply chain for the code is breached?

Hi, I am very shocked that PSA being as advanced in features as it is, does not have an option to insert a simple to do checklist in a ticket. I see there is this thing called To-Do & Service Calls but that's something entirely different as it even does not show the actions needed to be done on the list... just that its a To Do item: What if I want to for example have a ticket template for an IT assistant to do somethings and track his progress? Like for example setting up a new system so I know he has ordered the computer, he installed the OS, he configured the antivirus software, he connected it to the domain etc. Can I please request you guys a…

We would like to see the last few tickets for a client when entering a new ticket. When a client calls, we ask if they have a ticket, we start a new ticket and help the client. We find that we end up with multiple duplicate tickets for the same issue. (ie. Client sends in a ticket via email, then calls the service desk as they are in a rush.) In other ticket systems we have used, when entering a ticket, we get a popup showing the last X (normally 5) tickets for that company and user. Ie. We enter the company name, the popup (side bar) shows the last 5 tickets for this company. Ie. Then when we choose the user we are working with, the popup (side bar…

We are looking at enabling the Client Portal. I see we can use the built in authentication but does Pulseway PSA support google authentication?

Our company is in the process of setting up the client portal. However, we noticed if a user selects "My Tickets", Assignee is not displayed or an option to add in the view. Also, if the ticket is selected, Assignee is not displayed under Details. We do have a workflow set up when a ticket gets assigned, the requestor is notified via email but we would also like the Assignee to be displayed in the client portal. How do we make this happen?