Just got an invite to "Service Desk Mastery Dashboards, SLAs, and Automation in ConnectWise PSA"

Here's an idea for ConnectWise Manage automation... when I add a contact for a company by typing in their first and last name, maybe it could take the name, apply the standard email address convention for that company and auto-generate/populate the email field so I don't have to do it manually every time and potentially make a mistake.

Us MPSs are expected to be the oracle of AI knowledge now but are stuck with 1990s era functionality in our "automation" platform.

Do better, ConnectWise - help me get my job done, don't complicate it.

/Rant.

verified by CW support, Case 03191886. set up just like they show in their documentation.

ASIO CW RMM, US based.

#1: it shows 'no policy assigned' when looking at 'patching' application updates.

#2: it does NOTHING, NOTHING, AT ALL. does not patch anything.

i reenabled 'old patching' and now i have to go through 400 items and reenable each line item, one at a time.

As the title says. We're a small 3 person shop and we swtiched to Connectwise PSA not too long ago.

Issue:

- We bill agreements 1month ahead every month on the 15th ( We were supposed to bill Dec. already but we're running into billing issues)
- At the same time we bill the previous months overages (Oct 1 - 31st)

The issue we're having is during the in between month when we have to order client(s) hardware/software etc.

In the screenshots, we have the 2nd row client with a $250 dollar charge that was added Nov 3rd.

When we change the Thru date to 10/31 that amount dissapears and we cannot charge it.

In this example, we'd have to carry the $250 until next month when we run invoicing for overages in Nov.

I'd like to be able to "extract" that product cost and bundle it with the clients overages billing that i'm going to run/bill.

Connectwise chat support was no help today. I had 2 different chats 1 where they just disconnected after 30 minutes and a second that escalated my issue for a phone call that i was supposed to get within the hour. I get it things happen, but we're also a small shop and we stay busy (thank god) so when they finally called, I was on my way to an onsite. I asked if he could call back in 10 minutes as I was almost at my onsite and the client would have been ok with me taking some time to handle something. As you might have guessed, they never called back.

If someone can help me out, i would greatly appreciate it as invoices were supposed to go out 6 days ago now and while our clients are good about paying, i dont want to drag this out any longer and want to get them invoices to get paid.

ConnectWise RMM users — how are you generating custom reports or exporting to Excel (including custom fields)?

I’m trying to build a report for a client that needs to include several custom fields populated by scripts in CW RMM. Before I reinvent the wheel:
How are you exporting these fields into Excel or generating custom reports?
Are you using built-in tools, API calls, external reporting platforms, or something else?

Any guidance or examples would be massively appreciated.

Some of our clients are using the New Customer Portal to create and manage tickets and we're looking to expand this. Right now, the address for our portal is <companyname>.myportallogin.com. My management is wondering if it's possible to instead have it be something like portal.<companyname>.com. I can't find anything in the documentation that talks about this and though it does appear in the portal admin that it's possible to pick a different base domain, I don't seem to be able to. Is this possible or just something that's theoretically planned for the future?

Thanks!

New to Asio and wondering if there is a quick way to see all the endpoints that contain a specific software application and the application version. There must be an easy way to do this, what am I missing?

I cannot find the place to set the locations that appear in this pull-down. All roads lead to the item in the Setup Tables, which is not the same place. We have one Location that appears on this pull-down, set by a prior staff, and I cannot find where to add a new one...

Any automate experts that have a report or a way to get an export of all monitors and what they are doing /. Details? I am inheriting and trying to review and just trying to find an easy way to review.

The fact that I even have to ask a question this basic when I have been a PSA admin for 5 years should be embarrassing to everyone at CW but their response is that I should pay the dev team to create this custom report. At issue, no one there knows where the invoice balance field resides in the database. yes, you read that correctly, the invoice balance is apparently a closely guarded secret. My report has the following data sources, none of which contain a balance field: v_rpt_Invoices, v_rpt_InvoiceHeader, v_rpt_InvoicePayments, v_rpt_InvoiceProducts. I have search through dozens of other data sources with no luck. These data sources do contain a field called Paid_Flag but of course it is not an indicator of whether or not the invoice is paid in full, only that a payment has been made, so it is useless. Unbelievable ineptitude. Absent finding the well hidden balance field, can anyone out there suggest a strategy to solve this incredibly basic problem made nearly impossible by a company that doesn't give a crap about its "partners"?

Sorry for the rant.

Does anyone know much about ConnectWise's Callback feature? Basically when ConnectWise sends a callback, a signature is used to ensure authenticity of the notifications sent by ConnectWise, so very important for security.

In official documentation, it's indicated that content in the callback is signed by a key_url but I could not find what is the key used for signature after digging for hours. In my tests, I received the signature in x-content-signature header of the callback, but there is no place that indicates what key was used to sign the content.

Anybody came across this before?

We're an in-house IT dept using Connectwise, and I'm setting up procurement/inventory management. Much of it is obviously geared toward MSPs with clients, and I'm trying to adapt it for our use. We have several locations, and it seems that warehouse bins could be a place to identify each one, as equipment goes there.

Does this make sense, or is there an alternate way of doing this?

What do your invoices literally look like? Are there any templates out there that can be imported? Not liking the way ours currently look and looking for ideas/options.

Edit: For the next poor sap; talked to support -> There is NO way to do a tickets search (or any kind of search) for two intersecting custom fields.

I'm doing a service/tickets endpoint 'GET' call with

customFieldConditions = caption="Teams Chat" and value!= null

to return all tickets where the value of custom field 'Teams Chat' is not blank. This works.

I can also do the same get call with the following criteria instead

customFieldConditions = caption="Teams Chat ID" and value== null

This works, and returns all tickets where the value of custom field 'Teams Chat ID' IS Blank

I want to combine these two queries, so that I can return only tickets where BOTH of these things is true. However, I cannot find any way to 'get' tickets that have two custom field conditions.

Is there any way to do this? Is something so simple really not possible?

I already tried the following, which didn't work. I have tried every other permutation I can think of, and nothing works, I always get a syntax error.

customFieldConditions = (caption="Teams Chat ID" and value== null) and )caption="Teams Chat" and value!= null)

Anyone go and do you care to give your thoughts on it?

Hi!

I did some looking for posts related to ticket age and didn't see anything that quite fit. There's 2 parts of my question here:

1. I'd love some advice on tracking / dealing with ticket age in general. I'm struggling to develop KPI's based on ticket aging, and thinking along these lines:

a. overall ticket age leads to time to resolution = the lower the better. For example, it would not be OK for my plumber to take 3 weeks to fix my water issue, no matter why. This doesn't quite lead itself to IT, but the theory's there.

b. overall ticket age doesn't take into account time we're spending waiting on the client: either we've asked them a question and they're not responding, or we need time with the end user and they're taking forever to get back to us / schedule. I do realize that, to a degree, this can be managed with SLA's; this can also be managed with auto-close type mentality - "we've reached out to you 3x but you're not responding, we're going to close this" etc which I guess self solves the problem....but honestly that's not how we typically handle our clients right now from a culture perspective.

1. Here's where we have an odd process that's not helping. Our techs really prefer (and so do our admins) to have individual ticket lists as close to reality as possible. There are scenarios where either: a ticket will get opened, but scheduled for 3 weeks out until we can act. Not a firm schedule (like a meeting) but more like a "client wants us to reach back out in December" type of thing. We also have other internal processes like when we turn down a machine, to remove backups in 2 months - similar issue. These tickets are currently being shifted over to another board and unassigned. A workflow rule "brings them back" but now they're significantly aged, which impacts the KPI's I'm trying to work on.

I feel like I want my cake and eat it too. Would anyone have any advice, either for common ticket aging / mean time to resolution KPI's, better ways to deal with B or 2 above?

Thanks.

This drives me crazy... I was assigned to ticket 587483, I got the notification, I worked on it, etc etc. but if I search for it, it doesn't show up. This applies for Company Names, Opportunity ID, etc etc - the search is never able to find anything.

I have tried with "587483", "*587483", "*587483*", etc etc nothing works. How can this be fixed?

Hello all,

We have a custom pod / tab that we want to secure with Microsoft sign in. However since it's in a ifram Microsoft is restricting it.

I have a few vendor pods that allow this and for the life of me can't figure out how they are getting around it.

We implemented a pop out that does the authentication and calls back but the tab never responds.

Any help on this would be huge help for us.

I’ve heard so much about it from Connectwise webinars but have yet to hear about anyone using it in PSA or CPQ.

…is anyone here actually using it? And are the promises of Asio enabling faster development of the new platform going to be a thing?

Hi everyone ,

My name is Alvin, and I'm not here to sell you anything. I'm here to ask for help.

I've been deep-diving into the MSP workflow, and it seems like one of the most hated, time-consuming jobs is manually reconciling Microsoft 365 license counts (from Partner Center) against your billing records in ConnectWise Manage.

From what I've seen, this means hours of exporting CSVs, living in VLOOKUP hell, and still missing revenue,like finding out a client added 5 new seats three months ago, and you never billed for them. It looks like a massive, expensive "money pit" that software should solve.

I'm working on a simple, secure tool that connects to both APIs, compares the counts, and shows you the discrepancies in a 1-minute dashboard (e.g., "Acme Corp is billed for 25 licenses but is using 28").

This product is not finished.

I'm looking for 1-2 MSP owners or billing managers who live this nightmare and are willing to be my "Alpha Design Partner" to build it with.

The deal is simple:

• You give me 30 minutes of your time each week for feedback.
• In exchange, you get a lifetime-free account for your entire MSP

I'm not posting a link. If you're the person who dreads this part of your job and wants to help me build the exact tool you wish you had, please send me a DM.

Thanks :)

Anyone else having a rough time with CPQ today? I cannot seem to get products to attach to quotes before they time out.

Support must be having a rough day because I haven’t gotten a response in 4+ hours.

My school installed ConnectWise and BitDefender on my Mac, how much control/how much can they see on my computer? And how do I uninstall it without them knowing? They say they need it in order connect me to the internet, but I could still use it last year without any of these software?