General

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

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.

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? …

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

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.

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…

I am new at Pulseway and while I love the functionality that I have on my mobile phone the remote and webapp is limited of what I considered basics. So I will talk about what I miss from a Remote Desktop just coming from Solarwinds and Atera 1. File Transfer - sometimes we need to transfer files from our computers to the client computers, this has to be a plus feature. Specially that I am installing your product on my customers is more than annoying having to login to my OneDrive to download the files I need when I can just transfer them from my computer directly to the customer station. 2. Chatting - Customers are used to chat with me over the remote session an…

Hi, Question about the Outlook plugin. Is the plugin 2 way sync? I have it pulling and pushing my Calendar items. It also pulls tasks from the PSA to my outlook, but does not PUSH or update the tasks. I have a task I added via a ticket, finished it and checked it off as done in my outlook. But PSA is not updating from my Outlook. Is this correct...Only 2 way sync on the calendar?

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

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, Is there a way to change the quote template for service quotes to add the period field. When creating the quote, you end up with services, and the period (monthly, yearly, other). But when you print the quote, the "Period" filed is not printed. So, if you have a mix of items (Monthly and Yearly) there is no way of knowing in the quote. 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

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.

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?

Can someone advise which reporting product is embedded into the PSA? The documentation on it from Pulseway is weak, so we'd like to find other sources of help. Knowing what the product is would help a great deal.

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…

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.

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…

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

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 setting up contracts in the system for MSP (recurring), time & materials etc. The setup of the contract seems reasonably straight forward, but they never show up for selection in the ticket entry screen. The drop down in the ticket screen is always empty. I've reviewed the docs multiple times and can't see what I've missed. I sent a message to support, but haven't heard back from them. In the meantime, all of my ticket activity is generating lots of billable time entries that it looks like I will have to manually adjust out - it will be a pile of work. Any suggestions?

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?

Hi, When adding inventory, the "Expense" and "Income" account fields are only drop down, and you can not type alpha in the fields for auto fill. BUT, just about everywhere else in the PSA you can do this. BUG? Gary

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