General

Hi, Is there a way where the tickets can be auto-resolved after follow-ups have been made or let's say within 7 days of ticket opening? Also if it can be re-opened later without affecting SLAs upon client's request? Any help or advise would be appreciated.

Hey, the PSA system shows all Hebrew alphabet as "?" in all the templates when saving, It will also show all contact names in Hebrew as "?" (In the service desk ticket panel)

Hi Team, We have created our email templates and applied them to the workflows in PSA which are working as expected. However, we are seeing a generic email being generated (below) to the client in addition to the custom template. I can not see where this is being generated from and would like to disable it. Any assistance would be appreciated. Cheers

Hi Support, Is there any way that we can open the pulseway tickets on our MS outlook? sample once we check the ticket on our dashboard and open it (on pulseway psa platform) is there any link or procedures how we can open it on outlook? basically it will integrate to our outlook. thx

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

Hi Everyone I am assuming the days, hours, minutes under the device name is how long the device has been switched on. I have been looking around to try report and notify us of devices which have been on too long, but I can't find it anywhere. Is this possible? Thank you in advance

Can any administrator help me. I have lost my phone i have a new 1 can not log in to my new one asking for 2FA or Use one of My backup codes i do remember the email address but can not log in to that ether Thanks got it working had it on my tablet lol

Please be advised that Pulseway PSA will be unavailable from 00:00 EST 18th Feb 2023 as will be upgrading the database servers used for psa.pulseway.com. We have scheduled this work to finish at 6:00am EST Saturday morning the 18th, but we expect the service to be resumed before then. We apologize for any inconvenience caused.

Despite adding additional hardware into our data center in North America, we are still seeing intermittent performance issues. To address this, we will be introducing a new load balancer to the pool at about 11:00am EST today (Feb 16). We apologize to any user affected by the issues over the past 2 days.

Hi, I'm importing inventory products using the API. You can set product cost from each supplier and also your sell price (Pricing level). But i can't find any way to set the Cost variable that is used as the actual purchase price: You can put in the prices for each supplier, but how do i use that as the cost for the product? The rest of the values can be set when adding or updating a product using the API Url: "https://server_name/api/inventory/products/" You can GET the Cost by using the API Url: "/v2/inventory/products/{productIndexId}/defaultcost". But i can't find any Url to post and update the cost.

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.

Hey, fellow Pulseway users, I am quickly trying to create a better weekly or monthly ticket report for one of my clients than what is in the pre-canned system reports. I was wondering if any of your could share the reports that you use with me. I'm looking for a well-designed report and sometimes I think I may be overthinking it. I want it to include Contact, Client name, Ticket number, Title, created on, Due Date, Status, Priority, Primary Technician, time spent. I am sure that there are better and more useful reports being created out there. I'm also interested in what data you send to your clients that shows them the work done and the ROI. Any help is …

This would make it so much easier to tell if it is the users laptop or desktop.

PSA is lacking a customer facing report / or i cannot find it in the reports . the attached is currently what we email out to clients on a schedule for basic ticket info and system status reports executive_summary_for_gca_of_southern_baptist_churches.pdf

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

Presently every account we add to CRM, is also creating this account in RMM. So, vendors, distri's, partners we do not want in RMM, wil be created in RMM. One can en-or disable this global, but that is also not wanted as some accounts we do want them in RMM: our customers It would be perfect to have an option in accounts to select on a per-account base to have it created in RMM yes or no

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)

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 …

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…

Hey all Getting a "Database Query Exception" error when signing in Any idea on what I can do

Hello, I'd like to use PSA to track incremental billing against a fixed price contract. Kind of like a reverse retainer contract. Instead of being paid upfront for the retainer and chipping away at it with billable labor I'd like to create a fixed price contract for a specific value then bill against that contract normally until it hits that fixed price limit. Any labor against the fixed price contract after the limit would be zero. Thanks for any ideas/help!

Is it possible to add other departments under projects?

I have recently assisted another MSP in some area's. They had Domotz for Network monitoring (which by the way does monitor multi layered/segmented networks with just one agent) and their PSA had full integration with Domotz. Meaning all alerts created by Domotz, became alerts/tickets in the Helpdesk. And when something got resolved on Domotz, the ticket became resolved automaticly. That makes big difference in monitoring (next to the fact: multi-segmented/vlans monitoring with one Agent...). I would love for Pulseway (PSA and RMM) to integrate with Domotz. Also a MSP oriented vendor, great tool and (for the last time->) a real network monitor as it monitors m…

This also relates to this request We have a lot systems (NAS) that are not managed using RMM. But we do receive tickets from these systems. As with RMM managed devices, we want these tickets and the related hardware connected. Now that is a manual process for every Alert/ticket. That does not work. It would be very helpfull if PSA will chack for instance if the "asset tag" or "serialnumber" that is in the hardware asset, can be found in the subject or details. If found, connect this asset to the ticket/alert. Or any other way, as long as it is automatic.

This relate also to this request. We have a lot systems (NAS) that are not managed using RMM. But we do receive tickets from these systems. As with RMM managed devices showing their disks/volumes, we want these manually added assets (NAS systems) to show the same. As they are not managed by a RMM, we would like to add the disks manually to the NAS they belong to. Like make an relation between manually added disks (as hardware asset) and relate these to a other manually added asset. You can receive tickets on them disks. Also, very usefull when somebody is only using PSA and has no RMM or no RMM that integrates.