General

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

It would be nice to have a System status board when users login to be able to show the status of internal systems. This could help prevent tickets from being entered.

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

Simple ask. I've had this with other PSA in the past. Despite coaxing, customers still email the techs for service. That aint going to change. So techs forward the customers email to the ticket parser. This isn't new information to anyone, we all probably do it several times a week if not day. When a tech, a named user of the PSA system, forwards an email to the ticket parser it opens a ticket in the techs name. Why, why? So much needless work. Use logic and match the sender as a tech and use the next address.

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.

Hi Guys, I've attached a screenshot of the"activities" area from the ticketing system of a test I made earlier today. We noticed that with emails to and from the PSA, there is only a 2-line limit before the text gets shunted off the bottom of the box with an obscenely tiny scroll bar. I think something like an accordion menu would be excellent for this, something that hides the content until you choose to read it and then expands to allow a more complete view of the contents. Cheers, Martin

Can we get ticket templates for users, which are already built by IT for specific issues. These COULD include, printer, PC, or network issues.

Granting permission to clients to access the PSA portal is great. However, we've been noticing our clients are not using it as much as we would like them to keep track of tickets. What are your thoughts on adding a "communication" button on each ticket for submitting at any time on-demand status to the client's email address or perhaps making the ticket visible as a public link? Not sure if this is already possible or we may have missed it. This would facilitate the client's experience when viewing their tickets.

For customers who are using both PSA and RMM, it would be great to have a dashboard option within RMM to show the ticket status similar to the Service Desk Dashboards but within the RMM's newly created Dashboard widgets.

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 Guys, We've noticed that some of the ticket titles from the RMM system to PSA are way too long, please check the attachment. Other events like backup failures/successes are fine but CPU and Memory usage tickets are massive. Would you be able to look into a way to create less obtrusive ticket titles from RMM? We've also noticed that the RMM priority doesn't necessarily map to a PSA priority. Is there a way to do this or is this something to come out in the future? Many thanks, Martin

Our tech are submitting their timesheets weekly for approval which is good, however, our payroll is bi-monthly so timesheets need to be submitted by the 1 and the 15 (for paydays of the 5 and the 20th) when the 15th or the 1st falls mid week the techs cannot submit their timesheet for approval as it does not allow them to add any more time for that week. Is there a work around for this?

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, I wanted to use Pulseway instead of a cloud server for monitoring, trying to upgrade from a free account to a team account but I get the following error when trying to upgrade through the pulseway web UI - I have also attached a screenshot. What do I need to do? I just want to add a few more devices. Thanks, CalvinNT "www.pulseway.com refused to connect."

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?

Hello, I am trying to automate our on-boarding process as much as possible. Is there a way to upload software to Pulseway (an A/V Application in this case) so we can trigger a script to install it on endpoints during on boarding? Thank you, dp

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 nding to insert info in other language's but the system is not racanising the language in that's gna make my problems with my clients

Hi guys, Is there any way to allow user-submitted tickets via a web-form or something on our website that would automatically map the appropriate fields within the PSA & assign it to the correct customer? I'd like to allow the end-users of the various businesses we look after to be able to create their own tickets directly from our website. Cheers, Martin

I beat my head with this for a few hours tonight, so I wanted to post here in case anyone else needs it. I am doing some custom html using css to make some kick ass email templates. I wanted to place the ticket url into the html but not show the link and control the hover link formatting. When I used [%Ticket URL%] in an existing <a href...blah blah blah> tag, it doesn't just insert the URL, it inserts its own entire href tag with the URL as the display text thus breaking the link. When I finally woke up, I realized to do this in your own custom html, you need to build the href link manually using the psa url and adding the [%Ticket ID%] field at the end.…

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

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.

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

Hi PSA users, We just found an issue with the QuickBooks export utility. Confirm your data exports. - We use time sheet rounding of 15 Min per ticket. So, if we charge 11 Min on a ticket for tech work, the system rounds it up to 15 min for invoicing. (Perfect just what we wanted.) - The actual data in the ticket for time is 11 Min. The PSA invoice to the client is 15 Min. - When we export our data into QuickBooks using the PSA QuickBooks desktop utility, the data exported to QuickBooks is 11 Min (Actual not Invoiced) * So if you are using time rounding, the PSA to send your invoices and QuickBooks for your accounting confirm your data. …