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Gary Haberl

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About Gary Haberl

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  1. 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.
  2. It would be nice to know the costs of this.
  3. Arrow, The only thing Pulseway pulls into the PSA for inventory is the name of the system, Physical Location Info (Pulseway grouping) and the OS which is called Manufacture in the PSA. I agree this need a lot of work. Pulseway has a lot of the info that can be pulled into the PSA, but it is not at this time. I 'THINK' I have seen something in the Forums that it "may" be in the work. The other issue I have with this is the "Account" info. Every time new hardware is pull/push into the PSA from Pulseway, it sets the Account to my company. They need a way to have the account set correct,. I hope this is added real soon.....
  4. BUMP! Is there any movement for a Mobile App for the PSA. Using the "Web" version of the PSA on a cell phone just does not work. There is way too much on the screen to help manage your tickets or put in your notes and time. Minimum, it would be nice to see custom web pages just for the Support Desk so Techs can manage their tickets on the road. Pulseway is way behind other products on this. I am finding techs just wait to get back to a computer to enter time, so they are missing notes and sometimes time entries. What are others doing for traveling Techs? How are you dealing with notes and time in tickets?
  5. Hi Tyson, We have been using the PSA for more than a year now, and I have asked the same question a few times. We are still looking for a way to handle "Packages" we build for our clients almost exactly what you described above. The other item I am looking for is how to pay for the items in a package we put together for our clients. (i.e. Package includes Pulseway, AV and backups.) Some items we pay monthly and some yearly. We currently use Excel to track which clients have which packages, and then pay our monthly and yearly fees from there. I am with you. This is exactly the type of work the PSA should do for us. If I forget to add a contract in the PSA, I am not charging for the services, or if I forget to add the contract to the Excel sheet, I am not paying for the licenses. Now lets add a new employee changing a contract and not changing the Excel. I am not billing or I am in trouble with someone for not paying for a license. (Starting to become unmanageable). So, I am starting to look at Reports and "Custom Fields" for the contracts. I am hoping for a report that shows what contracts were billed, and then what "Parts" are used to makeup the contract. I will then deal with hours after that. Tyson, if you find a better way to deal with this (or anyone else), please PING me. Gary
  6. Hi Chris I will try this. Also...Am I missing something. Shouldnt a ticket be assigned if we click on the "Assign" button and assign a ticket to a tech. Is there a reason it stays as a NEW ticket. What am I missing? Gray
  7. Hi Sean, Here is what we use Role and Work Types for. Work types we use for "Regular Hours, Non Billable and Overtime". See the setting in the work types. We also choose to "Show" non billable hours to our clients as we want them to see how much time we put in at $ 0.00. Role is for what type of work we do, and at what cost. "Admin, Tech Support, Backups, etc." We then set a dollar (Default) for this Role. Think of it as a type of task you perform. We bill and send what we call 'service Work Detail" reports to our clients. We have a report we PDF and send. Hope this helps.
  8. 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. * Yes I have notified support.
  9. Hi All, Does anyone else have an issue with Assigning a ticket and the status staying "New". I asked support a while ago, and they said maybe some users still wanted the status to stay as new when it is assigned. Well with that logic, when I resolve a ticket, maybe is should stay as "Assigned" and not "completed". The issue I am having is when I have NEW tickets, I like to assign a "Group or Batch" of tickets to one tech. From the Service Desk "Dashboard" you can see the "New" tickets. From there I batch assign tickets to a tech, but they stay as 'New" tickets. Well now I have to go into each ticket and change from New to Assigned. Sorry, but if we "Assign" a ticket is it no longer "New" it is "Assigned" status. Just like "Resolved" tickets. They are 'Completed" not other statuses. What am I missing? Gary
  10. I think it is fantastic that Pulseway is finally doing something with automation. But why remove our only option to automate something before you release the new feature. No wonder I am not getting my backup notices any more. I thought they were just working better. Now I need to go look again and find a new way to automate the task. (Back to Zabbix to monitor our backups.) One step forward, 3 backward. Well, on the plus side, if I did not see this post I would have missed our backup issues for clients.
  11. Ya, the completed tickets do not need to show here. You can use the search button on the ticket view, and select only the ticket status you want to see. But you have to do this every time. Makes this feature hard to use. Needs a bit of work IMO.
  12. Hi Sean, Here are my suggestions. (Yes contracts need some work.IMO) I agree. But I just set an end date of Dec 31, 2099 Again, just set 2099 Just bill every 2 weeks then. The system will keep track of what is billed and what is not. Under Finance, Billing review, Labor hours, just choose the time you want to bill and post the items for billing (i.e. Jan 1 to Jan 15) We use T&M for our clients. We do the same thing, bill clients 'POST" work. The reason we use T&M is some clients are a different hourly rate for different roles. (i.e. We charge clients for onsite work hourly rate. Then remote work at $ 0.00 as we charge a flat rate per computer. And then some clients we charge hourly for remote work.) All our time is billed on 15 Min intervals. It takes time to enter a ticket, time to do the work, time to close the ticket. 1. Set your minimum billing time under Admin, My Company, company settings, timesheet 2. Set your normal hourly rate per role. Admin, finance setup roles. 3. Now setup contracts (IF NEEDED) for clients that have a different rate other than your normal hourly rate setup in admin, finance. (Watch that you set "Default contract for Servicedesk). 4. Do your work in tickets, then bill every 2 weeks as needed. The system will keep track of which work is billed and which is not. (i.e. you can bill some clients every 2 weeks, and some monthly. Up to you). Hope that helps. If I am missing something, let me know. Gary
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