General

Just got the new Note 20 Samsung Phone. The Pulse way app just keeps saying This device is pending approval .login to the web app and Approve it from the account device page . but when i go the the web app just says the same thing there as well . Open the Pulseway app on a trusted mobile device ?. I don,t have any of the 10 Use one of your backup codes either Thanks

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

I beat my head with this for a few hours tonight, so I wanted to post here in case anyone else needs it. I am doing some custom html using css to make some kick ass email templates. I wanted to place the ticket url into the html but not show the link and control the hover link formatting. When I used [%Ticket URL%] in an existing <a href...blah blah blah> tag, it doesn't just insert the URL, it inserts its own entire href tag with the URL as the display text thus breaking the link. When I finally woke up, I realized to do this in your own custom html, you need to build the href link manually using the psa url and adding the [%Ticket ID%] field at the end.…

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…

Hi, I created a quote, and followed the process to importing the final invoice into QUickbooks and I get the following error. 2/3/2018 6:17:41 PM-Invoice# Inv_3 - Failed to Add Line Item (3-Port Hubble wall plate) - Missing Income Account Reference - Check your Billing Configuration. The issue is that I did not use the Inventory to create the quote at first. I just used Items and filled parts and prices there. I noticed I can not add Income or Expense accounts to the items I enter under "Items" in the quote. My question. How to I set a default Income and Expense account for "Items" in a quote so I can import the invoice into Quickbooks…

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…

Hi all, We've just moved to Pulseway so I've tasked a junior with filling out all the Warranty info. To that end I added a custom field: "Warranty Date: Explanation if none" for machines where there was no warranty info - e.g. a virtual machine or where the service tag was simply not recognised by the vendor website. I then created an ad-hoc report to track his progress. I've used quite a few report builders and think I've got my head round this one but something has me really stumped: either I'm missing a bug in my grouping formula OR the grouping is screwed. Before you ask - "Why are you using nested ifs for the grouping?", I would like to say that I di…

Is there a reason there is no sync or way to associate RMM Organizations with clients in the PSA? I'd half expect to at least be able to import clients from the PSA into the RMM. Searching the forums there are one or two mentions around this, but surprised there isn't more documentation on this. I even read that systems don't sync into the PSA until they raise a ticket and when they do you have to manually assign them to the correct client. Am I missing something?

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? …

Sorry, I am new. Perhaps this has been answered and I just cant find it. Right now, there are tickets created for every notification from the RMM. I don't need tickets for all of these notifications, only certain ones. Like machine is off would be good for a ticket. but not CPU usage over 90%. How do I change which RMM notifications create tickets? I started tinkering with workflow and business process...but I only see how to turn off rmm integration. Thanks.

I'd really like to import my contacts to PPSA but don't have the option to do so. Is there a way to import via CSV?

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

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 All, I am trying to get some of the CRM features up and running and we seem to be falling at the first hurdle. When trying to update an opportunity and provide a quote we are not being shown any products? I am assuming that this is because the system is stating that we have nothing in stock, however I don't see why this wouldn't allow us to quote? I have tried resolving this temporarily with ad-hoc quotes, however this then brings up the issue of the VAT not showing, although I believe that we have this input correctly. I know that this is a little vague, however more looking for pointers to look in the right places at present. Any help ap…

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

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…

I am trying to configure my PSA instance to notify a client from a response via Ticket Note. This makes it easier on our IT Team as it is similar to how our other ticketing system was. However, when I select Add Note in the ticket, the drop-down for From Template never populates. I have successfully created a general response template and a workflow to "notify the client of a note added" using my "general response" template as that email template -- I have tested and is working properly. I have also created my "own" template for a password reset but cannot figure out why the From Template drop-down will note populate with any templates. Unless there is an…

How would I get a ticket status to change to "client responded" when a client responds to a "completed" ticket

Issue adding inventory items to a quote. - Create an inventory item, and only add Retail pricing. When you add the inventory item to a quote, the menu defaults to "Distribution" pricing. I then go to Lists in the admin menu and make Retail the default for inventory items. Well, it still defaults to Distribution price I then go back to admin lists, and make distribution NOT active. Well, when I add an inventory item to a quote now, there is nothing under the "Pricing Level" and you still have to use the drop down arrow to pick retail. BUG?

It would be a nice feature to have customers be able to self-register in the PSA portal Employee Self Registration Allow Portal Self Registration Allow company employees to self register through the portal. They will automatically be granted portal access to this company's default services. Allow Email Self Registration Automatically register employees as customers when they email your support addresses for the first time. They will automatically be added to this company's default services. Allow AD Registration & Authentication Automatically register Active Directory employees as customers when…

I've seen some old posts about this and solutions in older versions that have since been removed. However, I don't see the settings or options in this iteration as of today. We monitor some generic services, ie Apache, and other proprietary services that are critical to our program running. At times they hiccup or run into an issue where they fail to start or stop. At this point we would want Pulseway to not only send a notification but also attempt to restart the service(s). Any way to accomplish this or any roadmap on getting that feature rolled in?

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.

Granting permission to clients to access the PSA portal is great. However, we've been noticing our clients are not using it as much as we would like them to keep track of tickets. What are your thoughts on adding a "communication" button on each ticket for submitting at any time on-demand status to the client's email address or perhaps making the ticket visible as a public link? Not sure if this is already possible or we may have missed it. This would facilitate the client's experience when viewing their tickets.

We have a local user at one of our managed sites that is using RDP to log in to a server to run a program. This RDP session runs completely separately from our Pulseway session with the same user name. I'm assuming this is normal, but I'm curious as to how Pulseway initiates a separate session without dumping the other session.

Hi, does anyone managed to create a Workflow for "Point of Contacts" to approve ticket requests? Got a customer asking to approve tickets before they are worked on, so i need to be able to automate the process. To be more clear: i need to send a request of approval by sending the POC an email when a ticket is created - change the status to "pending approval" and await for a reply, once the reply is made by the approver (stating in the subject that is %approved% in the subject for example) - change the status of the ticket to "approved" and notify the assigned resource.. I managed to get to the send an email and request for approval part using a wor…