General

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.

Hello! We just got PSA installed and working, now we're wrestling with auto-assigning / auto-queue routing. Does anyone have some tips on how to get this working? I've been trolling through the manual, and checking the docs and forums, and I thought I had it narrowed down to Admin -> Business Processes -> Workflows, but that thing doesn't quite seem to have what we'd normally use (i.e. Enchant, SupportBee, Freshdesk all had a "If subject contains (your word here) then put in queue (your queue name)", where as I can't seem to find the analogous setting in PSA. Appreciate any help in advance! Mario

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

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

We will run maintenance tasks and apply updates to the Pulseway PSA servers on each Friday from 8AM until 9AM Irish Standard Time. -Paul

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?

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

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.

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, We bill our time to clients monthly. The issue we have is that Tech time is broken down into weekly timesheets, where the tech needs to submit their time. At the end of a month, we need the techs to submit their time, and this causes the time sheet to be locked from the techs entering any more time into tickets for that week. IE. April 30, 2018 is Monday. Tech submits timesheet Monday, and now has issues entering time into tickets for the rest of the week. How do i reset the system so the Tech can enter time for the rest of the week? Gary

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

OOps, I hit void on a sales order and did not mean to. Is there a way to unvoid a sales order. Gary

Hi guys, is there a way to make it so that if someone replies to a ticket that they are CC'd into it doesn't generate a whole new ticket? Cheers, Martin

Hi, In the tickets, Batch Actions, I do not see Update "Contract" for Tickets. Is there a way to change tickets already in the system so they use the Contracts we setup "after" we started adding tickets? Gary

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.

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.

I like the feature that you can upload attachments to Tickets, but I think a good feature will be to have attachment for contracts and agreements with customers. Other than just view the details of the Contract, it will be nice to have a place where the customer can see what they signed up for as well.

Hi, We bill our clients on an hourly rate, but can have different rates for different clients. (i.e. $ 100/hr or $ 110/hr) Is there a way to tag each client with their individual hourly rate so when Techs put in time, the proper rate for the proper client is billed? I see Roles and work types (Custom rate). I just don't want Techs to have to choose a type of work or role to have the proper billing rate. Too many mistakes that way. Gary

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…

Hi, When entering a quote by opportunity or a service quote, you can choose an "item" to sell (inventory item) and then change the item description. When you are quoting products this way, you can NOT change the item description. Is there a way to change an item description when quoting an inventory item via a product quote? We want to have a generic item we can choose and then change the description for the quote. (i.e. We want to put in Generic Cable, and use if for cable sales, like HDMI cable.) From Product Quote From service Quote

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?

I'm testing out the Pulseway PSA, and it seems that all tickets generated by RMM Notifications are assigned to my company vs. the correct client. Is this a bug or do I need to configure something for this to work as expected? I also don't see a way to associate tickets to a client in bulk.

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…

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, 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…