General

Hello Team, Can we get email notifications from already closed tickets? We basically from support and often there is the requirement of allocating systems to users or assign temp licenses and we are marking that tickets closed once work is done, say suppose we assign temp licenses to end user for 1 month and closed the ticket, can we get email reminder from same ticket that reaching the due date to remove the license from Pulsaway ticket system. Thank you Avinash Udavant

I'd be very grateful if the team could schedule downtime and inform users in advance. I just came into work to start on a backlog and PSA is down. No notification of any kind. Disappointing. I've given up my Sunday and now I can't work.

Hi! Can anyone please tell me how to get notified (monitoring my PC from an iOS device) when my computer (running windows 10) turns on? The reason is that i have give access to other users as well to turn it on and i want to get notified when this happens. Thanks in advance for your help!

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?

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

I am trying to figure it out how the contract will work for my business. My Block of Hours Contracts are opened, meaning that a customer pay me for 10 hours and they will get billed as soon as the hours are used up, meaning it can be in a weekend, in one week, one month or 6 months, depending how often call for services. PSA bills on a recurring basis, so if the customer haven't use the hours in a month the system will create another set of 10 hours the next month for example. I setup the cycle to be Contract Length and use a 1 year date, but then my question is, how do I generate another contract for 10 more hours? Do I have to Manually Create another contract? What…

would be nice to be able to import lists for all drop downs

Is there a setting in PSA to turn off the requirement for leaving a note here when resolving a ticket? Seems like it's meant to be optional but it's not for me currently. Thanks

I would really like to see an outlook add-in that can be pushed through office 365 to all users that would allow them to submit tickets with drop down menus for ticket type, sub-type, priority and description.

The other day, I noticed the Outlook Sync tool under the Downloads menu and thought it would be great to be able to sync the calendar with Outlook. However, when I tried to install it, I received an error that it "cannot be installed due to a general Installer error 0x8007007E". I am running Outlook 2016 on a Windows 10 Pro system. I was basically wondering if anyone else has been able to use this tool successfully? Thanks for your assistance!

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.

It seems that Pulseway has made a philosophical decision that doesnt quite make sense for MSPs. I cannot find a way to select a group of computers on which to perform an action. Specifically, I would like to add Tags to machines across clients, install Webroot on groups of machines, or activate the new 3rd Party Patch Management. In each case, I would have to click into each machine or click the agent then add a Tag, or click install on each agent. If I wanted to install the Patch Management on 100 Machines it would require at least 300 clicks AFTER we identified which machines we wanted to include in the new policy. I know Pulseway is mobile forward, but there …

For some time after I signed up the PSA had an option to Populate Demo Data. I used it a few times and removing the demo data was nice because it brought you back to an almost clean slate. That option is now gone from my dashboard. Is there a way to do a reset?

Hi guys, I think I may have mentioned this previously, but I see there is a new section here for the PSA. We're having troubles with the annual renewals on services. They will only show up as billable at the start/end of the year, not necessarily when the contact actually started. I.E. An annual contract starting on 01/08/15 will be billed on the last day of the year or the first day of the next year rather than every 1st of August. Many thanks, Martin

Invoicing Either through the billing automation or billing email template would it be possible to add an attachment field where we could include attached documents that should be added to each email e.g. terms and conditions. Quoting Similar to invoicing would it be possible to have an attachment field on the email template for documents that should be attached to each email. Ability to convert quotes to tickets as time entries quoted do not flow through to sales orders. Dispatch Calendar Would it be possible to set the dispatch calendar hourly blocks to use just one square in the table or reduce the height of the rows. Currently…

We are looking for a way to mark an entire ticket as "internal" in the way that we can already do with notes. The issue is that we have some clients to whom we must provide access to the client portal so that they can manage and view tickets. However, there are tickets that we need to add for internal purposes which should not be visible to the client. Right now we continue to use our old system for those tickets, and it is cumbersome to maintain.

Hi, In the PSA, can you add a "Notes" tab to Service Quotes. There is a Notes tab for Product quotes that is nice to have for internal notes when working on Quotes. It would be nice to see the same Tab on Service quotes so we can also keep internal notes. Gary

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

Hello and thank you in advance. Is there a way to have the default selection on noted be set to "Internal" I would rather have a technician accidentally hit send on a note that is set to Internal than one that SHOULD be internal and have it accidentally sent to the client. Thank you, dp

If we make an new ticket in our system there is an option called "Source" How can we remove or add items here?

Hi, Is there a way to sort the "My Timesheet" output when working on hours. Here is our issue. Our ticket system uses the date format of (DDMMYYY) for tickets. So the system throws a number in front of the date. So the ticket number looks like this (1-21022018). So when I work on a bunch of tickets (over a week) I get all of the "1-, 10-, 11-,..." first, then all of the "2-, 20-" and so on. So all tickets for "Monday" and all over the place. This makes it hard to work on one day to see what I have done as I need to scroll all over the page. So...Is there a way to sort the output in "My Timesheet" they way I want to work, or does it just sort by ti…

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?

Currently we are using the email parser in our PSA which works fine but the tickets page does not update/show new tickets without refreshing the page, is there a way this could be done automatically? I began using an Edge add-in to automatically refresh the exact URL that is the tickets page but now the add-in has been removed from the store I am back into this issue again. I would be very interested if such a feature could be added as we would be able to respond to new tickets much faster this way. https://psa.pulseway.com/react/servicedesk/tickets

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.

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…