General

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?

Hi, Is there a way to search tickets by Ticket Time entries (Notes) or by just Notes in a ticket. We are trying to find tickets that have specific notes in them and can only find a way to search by Title or Details. We are wanting to search by work done to find tech notes on resolutions.

It is really great that you have made it so that a helpful bubble thing is available to start a chat anytime, even though there may be no one avaialbe to chat with. But, I am totally not enjoying this helpful chat bubble widget right now. As helpful as that chat bubble has been, I want it gone or a way to turn it off.

Pulseway PSA Support, Our deployed agent's policies under User Session are set with User Support Request enabled: Is it possible to separate end-user tickets for users that are requesting support from the tray icon in the PSA Portal? We've been missing on a lot of new incoming support tickets sent from the tray icon due to the abundance of other tickets coming from the RMM. It would be nice to have some sort of filtering in the search area or a dedicated tab for this type of tickets only. Also looking forward to the PSA Mobile App. Thank You,

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.

Hello Is there anyway to force a ticket assignment to the responding agent via a workflow rule or other? Its pretty easy to forget to assign the ticket to an engineer and/or queue as its not a mandatory field? Thanks, Aaron.

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

When opening a ticket for PSA related issues, the support experience is very frustrating. The front-line techs seem to to have limited in-depth knowledge of PSA advanced features and always report they will reach out to back-end PSA team. The replies take days and often the original issue was completely lost in handoff. Is there a better route to access timely and helpful assistance for PSA (not RMM) related issues?

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

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

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.

Hello, we are looking for some help. 100% of our users reach out to our helpdesk via email in order to create tickets (aside from the general call in). We are trying to get it set up so that a reply back to our response for their support request doesn't generate a brand new ticket. However, when they create the ticket by sending in the initial support request, we answer (with a workflow to respond via email -- attached picture). I have also attached the template that goes out as well to determine if something needs to be added there. Basically someone sends in an email (Ticket #1 Need Printer Drivers Installed) > we respond triggering the work…

I'm attempting to define a workflow that will send an email notification to the assignee when they are assigned a ticket. Seems straight forward, but I'm not sure how to set up the trigger. Anyone have this in production? How did you do it? Thanks for any help!

Hi, We have a Windows server that uses 443 & 80 (Apache). Will there be any conflict if we install pulseway agent? Thanks

Having trouble logging in today? I'm constantly getting Database Query Exception.

Hi I'm nding to insert info in other language's but the system is not racanising the language in that's gna make my problems with my clients

Hi guys, Is there any way to allow user-submitted tickets via a web-form or something on our website that would automatically map the appropriate fields within the PSA & assign it to the correct customer? I'd like to allow the end-users of the various businesses we look after to be able to create their own tickets directly from our website. Cheers, Martin

Hi Guys, I've attached a screenshot of the"activities" area from the ticketing system of a test I made earlier today. We noticed that with emails to and from the PSA, there is only a 2-line limit before the text gets shunted off the bottom of the box with an obscenely tiny scroll bar. I think something like an accordion menu would be excellent for this, something that hides the content until you choose to read it and then expands to allow a more complete view of the contents. Cheers, Martin

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…

When an opportunity has presented itself this has been raised on the system, however when we have then gone to start producing the quote, it appears that we are only able to add line items and not ad hoc items? There are many occasions that we will quote for non stock items on opportunities, can this be added? Thanks Craig

We have noticed that the notifications from machine through the RMM are just creating new tickets on each occasion when this is a duplicate notification, is this intended? Without the ability to merge tickets we have to manage these manually, on which note can we have a merge option please? Thanks Craig

How do you restrict viewing of other client/customer data by end users when attempting to use "Security Roles" to allow them access to things such as the hardware assets and knowledge base views? We want to allow a client to view their hardware inventory (which we manage) from the portal, but they currently would be able to see data related to our other customers as well.

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

I have set up a workflow rule to send me an email whenever a new RMM ticket is created. The problem is that it only works half the time. Other times no emails are arriving in my inbox. I can check the Audit log and it does indeed trigger the workflow rule, I am just not getting the emails. I've checked my junk mail and quarantine, but there is nothing there. Also when doing a message trace I am not seeing them. I've already tested changing the outgoing email server in Settings to use smtp.office365.com, but that doesn't seem to be making a difference. Has anybody else seen this?

I've been using Pulseway for some time now and although it's not perfect I was considering upgrading from pay monthly to annual billing in order to benefit from reduced pricing, at the same time I thought I might give the PSA a try but clicking on more information takes you to a page which tells you that Team subscribers can get it for free, but only if you're a new customer! So a new subscriber gets it for free whereas existing subscribers have to pay for it.