General

What is the best way to enter a per device or per user recurring services contract? Let's say I have a business with eight users @ $60.00 per user. I have this "Managed Services" plan entered as service at a cost of $40.00 and the price to the customer at $60.00. In that $40.00 is the cost of my PSA, RMM, AV, etc. plus 4 hours of remote support time each month (for the client as a whole, not per user!). If I go over the four hours of support, I want to get an alert and be able to see the profitability of the client for that month go down if I have to work additional hours under that contract. At the same time, I don't want to break this out on an invoice. It seems li…

Hi folks, Anyone have this issue and know a fix? Maybe I need to update or enable something on the agents, IDK. When using Private Remote Desktop Sessions (new feature); We are using Pulseway RMM On-premise Launch a new Pulseway RDP Session - I provide local computer credentials and get 'Value cannot be null. Parameter name: value' Launch a new Session using Microsoft RDP Client - 'An error occurred while trying to start the remote control session (131084)

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…

Sorry if this is in the wrong category. Others on the team handles most of the Pulseway functions, so i am not as familiar with Pulseway. I am looking for the simplest way to get to a report that can show me all current assets with information needed to create a 4-5 year refresh cycle. Mostly in a list format. I would be looking for: Name Purchase/Date added to Pulseway Manufacturer/Model Ram HDD/ SDD and size Processor OS Last seen and the ability to add attributes for analysis if needed. But i think the above in a list format would be mostly what i need. Is there a template that i can start with? Or a c…

I would love the ability to either create a report or have a column that would show who marked a PSA ticket as complete. Currently, I need to go into each completed item to see who marked it complete. Having a report or a column with that information would be a huge time saver.

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

As a basic request when putting a ticket into a Help Desk system it needs to be required to fill in the Issue and Sub Issue types so the workflows can route the ticket to the correct departments. Without forcing this users do not use it.

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…

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 all, new here so sorry if this has been asked before. We have installed the RMM agent across 151 machines but 34 are not appearing in the PSA at all and others take a long time to, while some appear quickly. Has anyone managed to interpret what might cause this behaviour, or what the max time to appear in the PSA might be? Thanks EndzoneHero

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 there, We are using both PSA and RMM from Pulseway. In the last few weeks we are experiencing some weird behavior between PSA and RMM. We don't use the and never set up the integration, but after we delete the settings both in PSA and RMM, it still comes back. It is irritating us enormously and the support isn't helpful after creating several tickets. I hope someone can help us with this issue. King regards, Tim Roewen

Hi there, We are using both PSA and RMM from Pulseway. In the last few weeks we are experiencing some weird behavior between PSA and RMM. We don't use the and never set up the integration, but after we delete the settings both in PSA and RMM, it still comes back. It is irritating us enormously and the support isn't helpful after creating several tickets. I hope someone can help us with this issue. King regards, Condor Carpets

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

Is there anyway to see running timers on tickets? This is especially important when working multiple tickets and/or if you just have to navigate away from the ticket for some reason.

I would like to see the implementation of a "save and close" feature, whilst I appreciate it is only one click extra to save and then close, it would be really useful to have the option to click once and return to the list of work items, whether these be quotes or tickets to start working straight away on the next item.

Need to search ticket to find work done that is posted in tech notes. We are having issues finding work performed for clients in the PSA search. The issue is that the ticket “Title” and “Details” do not always include the data you are searching for. (ie. When working with a supplier, we get info from them (ticket numbers or data) that we put in a ticket and can not search for.) It would be nice to also search the “Time Logs” – Notes and Internal Notes fields for key words to find data.

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.

We would like to see the last few tickets for a client when entering a new ticket. When a client calls, we ask if they have a ticket, we start a new ticket and help the client. We find that we end up with multiple duplicate tickets for the same issue. (ie. Client sends in a ticket via email, then calls the service desk as they are in a rush.) In other ticket systems we have used, when entering a ticket, we get a popup showing the last X (normally 5) tickets for that company and user. Ie. We enter the company name, the popup (side bar) shows the last 5 tickets for this company. Ie. Then when we choose the user we are working with, the popup (side bar…

It might help to have less workflow rules if we were able to use logical operators like the syntax %AND %Or Like alert mails read using the parser coming directly from machines using a no-reply sender address, a rule could be: Title [like] | "[hostname]" %AND "text" %OR "text" %OR "text" Update | Account:<Accountname>; Priority:<Low>, Queue: <Alerts>, etc, etc Bringing this to one workflow rule instead of three (in this example)

I am using Office 365 for outgoing emails right now. My email address for this help@ourdomain.com. We send our invoices directly from Pulseway also as they're quite nice looking now, better than Quickbooks! However, any replies made to those email come straight back to to our Ticket Queue. I would like replies to the invoice emails to go to accounts@ourdomain.com. Can anyone suggest a way to get this working? TIA Colm

Hi all, Let say that you create a project called "New server installation". When Engineer 1 is making a ticket, is it possible to insert this ticket under the project called "New server installation".

Sorry in advance i just wanted to take a moment to rant here and see if anyone else is running into similar issues living with pulsway. I was wondering why there isn't a search bar for any of the views under automation. Like why i cant i search for a task list that i created so that i can run it easily with out having to scroll down for 15 minutes just to pass the task that i was looking for. Second. why cant i select devices and then run a single script to task against those selected devices? I have to create a scope and assign that scope to an orgaization group then i can create a task and assign the scope to the task just to so i can then finally …

Is there a way to configure a response to a ticket NOT create a new ticket with RE: (whatever the email subject is) Ex. Client sends in an email for support as ticket #1 > agent responds > client responds back and it now created ticket #2 Re: (whatever email subject is)

Our security software is reporting USB drive read/write requests by PCMonitorSrv.exe on workstations as below: Date/Time Type Permission Subject Object Operation 11/2/2020 20:07:30 USB Read C:\Program Files\PC Monitor\PCMonitorSrv.exe \Device\Harddisk5\DR5 Write 11/2/2020 20:07:30 USB Read C:\Program Files\PC Monitor\PCMonitorSrv.exe \Device\Harddisk2\DR2 Write 11/2/2020 20:07:30 USB Read C:\Program Files\PC Monitor\PCMonitorSrv.exe \Device\Harddisk4\DR4 Write 11/2/2020 20:07:30 USB Read C:\Program Files\PC Monitor\PCMonitorSrv.exe \Device\Harddisk3\DR3 Write 11/2/2020 20:07:30 USB Read C:\Program Files\PC Monitor\PCMonitorSrv.exe \Device\Harddisk1\DR…