Matt Wilson

We had a user who somehow got upgraded to Windows 11 over the weekend. She swears she didn't click on the update to 11 icon in the taskbar. In Pulseway, our patch policy she is assigned is set to install all updates including Optional. When I look on my Win10 laptop under Windows Updates > Optional, Win 11 is in the list. Does this mean users will get upgraded? If so, everyone needs to be aware. Pulseway, anything in the works to block this? I'm not afraid of 11, I just want to roll it out in a more managed way esp since we have to upgrade SSLVPN client after upgrade to 11.

Why would blocking 21H2 block Windows 11? 21H2 is just a Win 10 Feature update.

When opening a ticket for PSA related issues, the support experience is very frustrating. The front-line techs seem to to have limited in-depth knowledge of PSA advanced features and always report they will reach out to back-end PSA team. The replies take days and often the original issue was completely lost in handoff. Is there a better route to access timely and helpful assistance for PSA (not RMM) related issues?

Hey guys, the new QuickBooks Sync app now supports a "default" sales tax code. That helps slightly except, we have multiple tax codes depending on location of the customer. How do we map the PSA sales tax item to the matching Quickbooks Sales Tax code? This is really basic stuff anyone using the QB sync tool would need to do. I also just sent in a support ticket.

I've spent an hour trying to figure this out. I am setting up billing automation and it seems to be mostly working except that previously posted SO's are not being invoiced. What am I missing?

Hey @Chris and/or @Paul, can one of you chime in here on this. I've been waiting for months for this to be addressed. Its having a major impact on productivity. We have to manually change every single invoice in Quickbooks that comes from PSA. This is really a bug imo, not a feature request. What good is the QB sync tool if it can't pass on sales tax correctly? When I opened a support ticket on this I was told it would be added to a future release. Can you guys confirm it is actually a known issue and is on the list somewhere? I'm surprised that there aren't others commenting on it here.

Not sure where to file this. I thought there was a PSA area, but I don't see it tonight. In PSA ticket details I see a section called "Duplicate Alarm" I can't find any reference for this in help or user guide. What is this and how does it work?

Perfect example you posted. Its so annoying on every ticket.

So after all of that, I realized it doesn't really work either, because the URL above requires the user to enter my company name. Serious bug issue. I have changed the URL to my company specific login url which includes my logo and no need to enter company name, but it won't take them directly to the ticket once logged in. Pulseway guys...are you aware of this?

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. My finished code line looks like this: <a style="color: #8db9e3;" href="https://psa.pulseway.com/MSP/TicketEdit.aspx?ID=[%Ticket ID%]"><span style="color:#adb3b9">Click here to open in Support Portal</span></a> Hope this helps someone.

Hey guys, I use Notes in PSA tickets to communicate with end users thus keeping all communication in PSA and out of email/Outlook. My email templates use the reply separator field. However, when the end user replies, I still get the text header information that Outlook inserts above the reply separator. Other email parsing platforms I've used before don't have this issue. I think its because the parser can understand Outlook's reply separator/original message divider. Can you guys address this? Here is an example of what I see in my replies:

Hey guys, I'm sure you guys a swamped with the v6 release, I'm sure it will be one of the biggest leaps forward ever. I'm holding off on onboarding a new client to Pulseway because I don't want to do it twice. Any rough idea about when the release will come out? Is there a beta or RTM version available? Last post in fearure requests forum in mid-August said 2 weeks til release. Just curious where it is now? Thanks, you guys rock!

Thanks David. I looked into SI Portal tonight. Looks good, but expensive. Worth it if its powerful and mobile friendly though. MMSoft Staff...note on SI Portals website about PSA integrations they are working on: For PSAs we import companies, contacts, and configurations. Autotask integration is two way, syncing data in both directions. ConnectWise the integration is one way until the start of Q2/2018. We are working on Atera and TigerPaw Integration. Maybe Pulseway Integration, or better yet a builtin feature in PSA thats included in PSA license?? How much do others need this. I am really feeling the pressure on this lately.

+++1

I swore I already created this feature req, but I can't find it anywhere here, so forgive me if this is duplicating. I see OKTA was added as a SSO option with latest PSA release. Is there anything on roadmap for O365/Azure SSO? I want to drive clients' users to the customer portal, but they are just not going to remember another password. It needs to have O365 authentication. This is having a major productivity impact on opened service tickets, because otherwise users just email help ticket requests and often do not provide all needed information. Another option to to create some sort of client specific Submit help ticket webpage that has all required fields. For other PSA users out there, how to you handle user submitted help tickets and proper data collection for the help ticket?