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Gary Haberl

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Posts posted by Gary Haberl

  1. On 12/16/2021 at 5:35 AM, Jamie Taylor said:

    Hey @Gary Haberl, thanks for your valuable inputs again, please feel free to add your requests to our product roadmap page. Thank you!

    Thank you Jamie,

    I did add my 2 suggestions to that site, and now I can not find them.  Is there a process I need to go through to be authorized to post to this site, or is there a way to search for my requests.  I did use the search and cant find them.

    Gary

  2. 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) filters the company showing only the tickets for this specific user.

  3. 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.
  4. Hi,

    We had the same question (Mainly for end of month).  All I did was ask our Techs to 'submit' their timesheets on every Friday night. (We changed our week start on Sat.)

    If you want to go through approval before you pay, maybe you can ask for timesheets to be submitted, then approve time, then reject the time sheet so they can enter more time for the next few days.  Not sure if this works or not, maybe give it a try first.

    Gary

  5. On 5/8/2019 at 3:21 PM, tabiznet said:

     surface go's with LTE. We all prefer a small computer with a keyboard to a cellphone.

    I agree, But this is the 'real' world we live in. everyone is going to mobile apps. We don't all carry Surface computers, tablets or other during emergencies.

  6. 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.

     

  7. 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.....

  8. 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?

  9. 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

  10. 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

  11. 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.

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  12. 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.

  13. 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

  14. 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. :angry:

    Well, on the plus side, if I did not see this post I would have missed our backup issues for clients.

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