General

Hi Is it possible to automatically email a user a customer survey after their ticket has been closed? Thanks, Nick

It would be really beneficial if we could get default from templates for each technician so we can apply our own signatures to the reply without having to select the reply template each time we reply to an email. This way we can have our signatures per technician and automatically apply the signature in our reply box since the existing signature set up applies beneath the entire [AllActivityDetails] placeholder and easily gets buried. Is this possible whilst retaining the email thread? Does anyone else have this set up already and working? We'd love that personal touch on our replies.

Hi Guys, Hopefully this will be a quick one. We used to be able to delete tickets from the PSA and it would remove the corresponding notification in the RMM, this has now stopped working for us, is it a quick fix that we can do ourselves? Cheers,

Hi Everyone I am assuming the days, hours, minutes under the device name is how long the device has been switched on. I have been looking around to try report and notify us of devices which have been on too long, but I can't find it anywhere. Is this possible? Thank you in advance

Good morning, Although new to Pulseway I have used Service Desk software from many different vendors. What I am missing with Pulseway is email notifications of response to tickets I am dealing with. I'm sure there is a simple way to accomplish this, but I can't seem to find it. Any help would be greatly appreciated. Thanks T

I am currently unable to connect the e-mail parser to new company email. We changed from Google Gsuite to Office 365, but none of the configuration settings work. I am seeing the following message when testing connection. Aside from the issue of "$" in the password. Is there anything else I can be running into? Do they not support StartTLS? I have issues with outbound email setup as well as Email Parser. There is a pic of screen with error messages and config parameters.

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 have are facing the issue that our clients are receiving a lot of useless ticket updates without notes. Basically we would like to setup our servicedesk in PSA in a way that the clients only receive relevant updates, e.g. when we post a comment with a note. Now they receive ticket updates by email which are saying basically nothing. Is there a manual or best practice on how to setup notifications? See current situation below where someone receives 8 emails in less than 3 minutes. Thanks in advance.

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…

Hey all Getting a "Database Query Exception" error when signing in Any idea on what I can do

Hi, Just investigating Workflows - I've set up a few, yet when I try to delete one I get this message: Error! Error Code 49004 : Cannot delete Workflow because it has related Item(s). What related item should I be looking for? Thanks Tony

I am trying to delete a workflow but get this error. Others I seem able to remove. I have also tried disabling it THEN deleting, same error. I am having some of my workflow rules not work and I am trying to track it down. Thanks for any help. -Steve

Add more optioins to [Update] section in this pull down menu in "Tickets": Merge, Absorb, Account, Contract is mised by us frequently

I have recently assisted another MSP in some area's. They had Domotz for Network monitoring (which by the way does monitor multi layered/segmented networks with just one agent) and their PSA had full integration with Domotz. Meaning all alerts created by Domotz, became alerts/tickets in the Helpdesk. And when something got resolved on Domotz, the ticket became resolved automaticly. That makes big difference in monitoring (next to the fact: multi-segmented/vlans monitoring with one Agent...). I would love for Pulseway (PSA and RMM) to integrate with Domotz. Also a MSP oriented vendor, great tool and (for the last time->) a real network monitor as it monitors m…

This relate also to this request. We have a lot systems (NAS) that are not managed using RMM. But we do receive tickets from these systems. As with RMM managed devices showing their disks/volumes, we want these manually added assets (NAS systems) to show the same. As they are not managed by a RMM, we would like to add the disks manually to the NAS they belong to. Like make an relation between manually added disks (as hardware asset) and relate these to a other manually added asset. You can receive tickets on them disks. Also, very usefull when somebody is only using PSA and has no RMM or no RMM that integrates.

This also relates to this request We have a lot systems (NAS) that are not managed using RMM. But we do receive tickets from these systems. As with RMM managed devices, we want these tickets and the related hardware connected. Now that is a manual process for every Alert/ticket. That does not work. It would be very helpfull if PSA will chack for instance if the "asset tag" or "serialnumber" that is in the hardware asset, can be found in the subject or details. If found, connect this asset to the ticket/alert. Or any other way, as long as it is automatic.

This would make it so much easier to tell if it is the users laptop or desktop.

Arriving into the Workflow, it is always sorted on [Creation Date]. Please make that a choise, or remember the order I have set. We do not have rememberance of the date we create the workflow, we do remember (part of0 teh name. In our case we use a naming syntax so (most of) the workflows are always grouped... wne we first order on the colum [Workflow Name]. Others would like to have this view sorted on the [Last Update]. Please make it more flexible to set it or it remembers my last usage. And, please add the colum "Desciption"to the column choice

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

Hi Everyone! How is possible assign automatically an hardware asset to a customer in PSA when a ticket is created trough a support request ? What kind of configuration i've to do in RMM side to match a customer in PSA?

Hi Guys, Can we remove all our hardware assets? I tried to import ammended ones over the top so I didn't have to edit 200+ items individually but it just added them to the list rather than overwriting them. Cheers, Martin

Are all Hardware Assets & Software Assets must be filled in manually in the PSA? For example, each workstation serial number, computer brand, last login, installed software and more. Currently, it's all blank. This can be very time consuming entering all entries from the RMM asset info.

Hi all Looking to have some guidance on the usage of Hardware Assets in PSA Pulseway. 1) Do you guys add in every single asset or just the assets tracked by the finance dept? Every single asset includes kensington locks, keyboards, power cables... 1A) Should it be Single Asset? Would you duplicate the record for each asset? e.g. If i had 5 x kensington locks. What do i do there (best practice) ? 2) How do we check-out assets to the corresponding Contact? Assuming we want to assign a particular lock to a particular contact/person? Thanks all.

I tried using exchange and it doesn't work. I tried using a working gmail with IMAP working and enabled, just to isolate the issue, but I can't get it to work. Support has suggested to changed the mailbox name to "inbox" but still not working. Anyone has any idea how to make this work?

There are quite a few fields in the ticket screen we don't use and this makes it more cluttered than it needs to be. It also makes it more likely the fields we do want completed sometimes get missed. Can you enable hiding of fields that are not needed in the ticket screen? Also can we edit what fields are compulsory?