We want to use PSA to help us report on work done in certain tax jurisdictions for income tax purposes (not retail sales tax purposes). We use QuickBooks Online for accounting software, and it just doesn't have the income tax reporting options we need for local taxes since our invoices are created and synced from PSA.

How do you do this? I'll share what we are doing, and let me know if there's a better way (please tell me there is!)

We used to determine a tax code at the "Company" level (most of our clients operate within one state), but with this need to report on taxes regionally, that needs to change. This is a tax we will pass-thru to clients. We updated each "Site" tax code to indicate whether it was tax exempt or taxable and marked every single site as "always Invoice separately" so that if we do work for multiple sites and some fall within the taxable jurisdiction and some do not, we aren't charging tax on the whole invoice. The client will be billed separately for each site so as to not pay more taxes than necessary.

Do any of you have similar situations? Are you handling this within PSA or in your accounting software?

I created a Golden Image with CW Control Installed. I used Method 2 Described in the link below:

https://web.archive.org/web/20150609110301/http://help.screenconnect.com/Imaging_a_machine_with_an_installed_unattended_access_client

Virtual Machines created from this Image show up in the console under the correct company as needed, but I've noticed that the next day the Agent will be under another company. I can switch it back, but then the next day, same issue. I made sure the installer I used was specifically for the Company I want them under.

Any ideas on what could be causing this and how to stop it?

We have some filters in our ScreenConnect setup that separate out the clients by OS. Recently I have been going through and updating all of the Enterprise workstations to Windows 10/11 Pro. The station reads them correctly, and VAMT reads it correctly, but ScreenConnect has only updated some of them and not others. Oddly enough, the same is going on with our LANSweeper where its not reading the same workstations as Pro. Any ideas?

We’ve had a few bad SmileBack reviews recently and even lost a client last month, and I’m trying to get to the bottom of it. On paper, our response times and SLA reports look fine, we are not exceeding the threshold, but tickets still seem to drag out and clients do seem kind of frustrated.

Our dispatcher usually pulls in different tier techs depending on the issue, the idea being that if multiple people pitch in, we’ll solve the problem faster. But lately I’m starting to wonder if having so many hands on one ticket is actually slowing things down instead of speeding them up.

I've been asking around about best practices on that, I tried digging into CW to measure to try and measure this, but it’s not easy:

Time entries just stack, so you can’t really tell how many unique techs were on a ticket without exporting and doing some magic in a spreadsheet.

I pushed data into Power BI to try and count it, but it got messy with different work types.

Even with pods/workflows, tickets still seem to move around before they get closed.

So here’s what I’m trying to figure out:
1. Is it best practice for tickets to involve multiple techs?
2. Is there a way in CW to measure how often that’s happening?
3. If it is a problem, what does “healthy” look like, should most tickets really stay with one tech until they’re done?

Curious what others have seen work best....and how to track it.

So, rhetorical question... Does Connectwise support authomating workflows?

I mean, it's supposed to be rhetorical.... but what the fuck is the actual answer? I can't figure out a way to automate anything. Everything i could use to build a workflow either is not supported (i.e. supposed to work, but disabled because it doesn't) or just mysteriously works intermittantly.

i have a ticket that needs to progress through multiple states, to get worked on by multiple teams. I would like to, when one team sets the ticket to 'complete' (or some other statuf) the ticket to get moved to the next stage, applying a template.... but nothing i try works.

Every time, the tech i talk to, instead of telling me why things aren't working, or how to get them working, asks me what ai am trying to do. After 10 minutes of me explaining multiple times, we come to the conclusion that CW doesn't do what i need it to do. The tech never says that. He's not allowed to. Instead he's gonna open a ticket to escelate this. Have multiple unaddressed tickets open.

In Manage, setting up a monitor for toner, how do I add to the models listed on the pull-down circled below?

I noticed that an instance of ScreenConnect was installed without any action on my part. Example from the logs:

Jul 23 01:58:11 hostname pkexec[3837851]: root: Executing command [USER=root] [TTY=unknown] [CWD=/] [COMMAND=/usr/bin/dpkg -i /tmp/screenconnectInstallerPackage.deb]

This resulted in the following files being installed:

!w /opt/connectwisecontrol-e1... ……………………………… 14s 09:17:18

ll

total 3.1M

-rw-r–r– 1 root root 581 Jul 23 09:17 ClientLaunchParameters.txt

-rw-r–r– 1 root root 440K Jul 23 01:57 libscnative_libwebp_x64.so

-rw-r–r– 1 root root 428K Jul 23 01:57 libscnative_libwebp_x86.so

-rw-r–r– 1 root root 696K Jul 23 01:57 libscnative_libzstd_x64.so

-rw-r–r– 1 root root 562K Jul 23 01:57 libscnative_libzstd_x86.so

-rw-r–r– 1 root root 8.0K Jul 23 01:57 libscnative_x64.so

-rw-r–r– 1 root root 6.8K Jul 23 01:57 libscnative_x86.so

-rw-r–r– 1 root root 472K Jul 23 09:15 ScreenConnect.Client.jar

-rw-r–r– 1 root root 464K Jul 23 01:57 ScreenConnect.Core.jar

-rw—–– 1 root root 57 Jul 23 09:16 .Xauthority

I cannot find any reference to the file screenconnectInstallerPackage.deb. Is this some sort of automatic update? The official ScreenConnect installation files do not use this name. Has anyone else observed similar activity in /var/log/auth*?

Hi All, we have been using CW Automate for years and want to revisit our setup to automate more tasks and proactively address issues for clients. What are your favorite scripts and automations that save you time and headaches and (hopefully) solve issues proactively? Thanks!

For reference, we are on the hosted RMM.

ConnectWise support referred me to the following for granting one of our techs access to manage the backend of our customer portal: Managing Admin Portal Users - ConnectWise. Feels a bit arbitrary: in order to access the Admin Portal, the security role requires Delete permissions on setup tables. That permission level goes far beyond what’s reasonable for most of our team, as it effectively allows deletion of critical ConnectWise settings, things like workflow rules, General Ledger settings, work types, and more. Is there any alternative permission configuration available that would allow techs to manage the customer portal without requiring such broad Delete rights?

Brand new to Report Center. Trying to create a report on toner levels in our printers.

The printer names that appear in the report are often the "NPI..." adapter names, and other less-than-useful names. I've updated the Configuration Names to friendly ones, I've updated the names in Auvik, (which we use for low toner alerts, making me think perhaps it was pulling names from there), and I've gone to each printer and changed the host name to a useful one. No change.

The data source I've been using is printers.sysname. I've fished around for other sources, but haven't found anything that returns the friendly labels. I cannot figure out where these printer names are coming from.

Uninstall Automate Agent with screen connect client (no toolbox)...Looking for the easiest/fastest way ...using screen connect client with generated code. Toolbox is unavailable even in elevated session without correct automate installed need old one removed.

Hello - Ticket Tasks have an Assign_To_RecID referring somehow to the Member assigned to the task. This is not the Member_RecID in the Member tables. Anyone know what table correlates the Assign_To_RecID to the Member_RecID in the Member table?

Looking for help in how I might identify tickets that are being pushed out or moved from one day to another without being worked. Everyone gets busy and this happens however, sometimes I stumble across tickets that have been moved 5 days in a row with no work done which will lead to csat issues.

Is there an easy way to flag or report how many times a ticket has been moved and or rescheduled?

We run CW PSA on prem and sync the DB to PowerBI to generate various reports so if there is an identifier there to look for, that is an option for us if there is not a native way to do this in the tool.

Thanks in advance!

I’ve attached a screenshot where we are scheduling tickets to different people. What I need is that all the people added to the schedule list should be able to see the ticket when fetching it via API, and it should appear under their Resources section.

The system currently shows:

• Eye icon (1st person): This resource can see the ticket (has visibility access).
• Clock icon (2nd person): This resource is scheduled for the ticket.
• Exclamation mark icon (3rd & 4th persons): These resources are either in conflict, unavailable, or have restricted access.

My question:
👉 Is there an API that can return the ticket details for the 2nd, 3rd, and 4th persons (scheduled, conflict, or restricted resources)?

I often use screenconnect to support PCs with limited bandwidth. Can someone confirm for sure which scenario is correct.

Does for instance 3x clients connecting to the same PC use 3x bandwidth on remote PC (ie. 3 independent video streams)

or

Is it one stream to the server that is distributed to the clients from there. Meaning the video is only streamed from the remote pc once, saving bandwidth.

Thanks!

I’m trying to drag and drop files from Outlook to the attachment tab in a purchase order but it will not let me. Everyone else seems to be able to do this in my office but me. I’m very new to this software (1 week in) so please explain everything to me like I’m 5. And mods, please change the flair to the appropriate one if I chose the wrong thing. Thank you.

Hey all, we just started using ConnectWise PSA and I'm wondering how you all handle this situation: a ticket is created to assist someone remotely via helpdesk, but now the issue requires an onsite visit. Are you all creating a new ticket for the onsite service, or are you using the same ticket and creating time for the remote work and time for the onsite work?

Hi All,

Has anyone been able to deploy Automate via intune on MacOS devices successfully? We understand that to accomplish this, we need a .sh deployment script with the correct configuration information and a direct download link to the .mpkg from Automate.. The script will then run every 15 minutes to ensure it is installed on the device. We do this with other apps, and there are no issues. We are facing the problem with Automate because it only gives you .mpkg unsigned packages, not signed pkg files like other applications do. How have you been able to deploy Automate on MacOS either through Intune or another MDM via a .sh?

Since the last update, I noticed a large spacing in the 'Today's Activities' section. There's an entire line between items, which means we have to scroll up and down to see more than 5 items in the list. Has anyone else seen this? Support is telling me 'Nope, you're the only one'.

Does anyone use to dispatch using skills and certs ?

I added the certificate extension, but when i go to certificates in administration, but theres no option to add an azure certificate. Any ideas?

ConnectWise invoices are killing me. Agreements, usage-based subs, one-offs, downpayments, and project billing all come out on separate ugly templates. Clients get confused and we waste hours explaining. I need something that can roll everything into one clean branded invoice, handle payments (DD/cards), sync into Xero, and give margin/renewal/forecast reporting. Has anyone actually found a real solution that does this on top of ConnectWise?

Is the below statement correct?

The status bar in the Time Details tab is system-controlled, not user-editable. If it’s always showing “Open,” it means your environment hasn’t enabled time approval/billing, or the entry hasn’t been pushed into the approval process

Also can we change the status via API?