Martin_T

Have you had any thoughts as to what might be causing this? I'll give you the steps I took to replicate the issue: Created ticket by emailing our helpdesk address with my colleague CC'd into the initial email. Automated ticket creation email gets sent to both myself and my CC'd colleague Colleague replies directly to ticket creation email New ticket is generated in PSA Colleague recieves new automated ticket creation email This is a problem when clients email in with an issue with people CC'd into it, any replies they make get turned into new tickets and don't get added to the current support case. This is especially tricky when we're collaborating with vendors. Many thanks, Martin

Yeah, that's not a bad way to do it at all. The email parser does such a good job at assigning stuff correctly, I can't see it being a major problem to match up similar data from the RMM/

We did run a test after changing the formatting a little and got the following:

We'd really just like to associate all our hardware assets with the appropriate client so it doesn't keep showing up as our company name

Hi Paul, I had a look in the templates and they all appear to have [%Ticket Number%] in the subject line anyway. Cheers, Martin

We've never had a ticket number show in the Title field, but yes, the engineer with whom I tested it simply replied directly to the email generated with "test".

One thing that I would really like to see is the ability to bulk edit Hardware Assets, it might be okay to edit a couple dozen manually but when you have hundreds, or thousands of them sat in your system, I doubt very much that anyone will have the patience to edit each of them individually. Cheers, Martin

I can indeed, I got my colleague to reply to a ticket I made and CC'd him into. If I reply, the original ticket gets updated, if he replies a new ricket with "Re:" prepended to it gets created.

Hi guys, It appears that Bulk operations (even to just a couple of tickets) are taking an inordinate amount of time to complete this morning. [(Job#2344) - Your request Status is: Enqueued] this screen shows indefinitely and doesn't move on from there. Many thanks, Martin ----------------------------------------------- Issue seems to have resolved itself an hour or so after posting

We got an update this morning and it appears to have sorted it. Thanks guys! 16/03/2018 08:23Source Module: System Subject: System Upgrade. System Upgraded to 4.0.10

Sadly, waiting about doesn't seem to have any bearing on it, however, whilst we're on the subject of the multiple page acknowledgement system though, I really don't think that as I.T. Professionals we need to have multiple confirmation steps and buttons to delete tickets...

Hi guys, This one is still playing up. Has there been any news on a fix? Cheers, Martin

Hi Chris, Just sent you a PM with the email addresses I've attempted to use. Many thanks, Martin

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 Chris, I think it just hates the .support TLD Many thanks, Martin

Hi guys, I just tried to submit a support request on the pulseway.com website but I couldn't get it to send because it didn't like my @***********.support address. Many thanks, Martin

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

I too had this issue, turns out, I was just using the wrong Billing Period type. (https://forum.pulseway.com/topic/1992-possible-bug-annual-renewals/) It should be Billing Period = Contract Length. Big thanks to @Marius for this one.

Hi Colm, If you head to your CRM > Contacts you should see an Import button (see attachment) Then you can use the template CSV provided to add your contacts in and get them imported quick and easy. Cheers, Martin ContactsList.csv

Depends on what software they're using for Encryption, I believe that ESET is working on/has sorted out a way to allow a reboot for updates without having to reinput encryption passwords.

No problemo, should be with you shortly.

I've tested this as well, getting the same results. It will delete individual ones no problem but batch deletion doesn't.

That's grand, thanks Chris. It would be awesome if we could have more granular options for this but this will save a shedload of time!

Hi Chris, Tested again and still not removing the tickets from RMM, i've gone through all the accounts and the option above is still enabled for all accounts. Many thanks, Martin

Hi Guys, Since the latest update this has stopped working again. Many thanks, Martin