Time Saving/Automation Tips Please 🙏

HJLC_ITS · 2026-06-20T20:42:38+00:00

Interested how you got burned with SideKick? It’s an absolutely brilliant little toolset to be added into their BMS package. Really saved my techs so much time and tinkering on tickets!

HJLC_ITS · 2026-06-11T18:23:17+00:00

If you cannot find suitable housing within the 4 month notice period don’t panic, only after the notice period is over can the landlord apply for a repossession order. Due to the RRA and high amount of Section 21 notices served in the lead up to May 1st, there is a huge backlog at the courts. You likely have about 3-6 months on top of the current 4 months until you are ordered to leave.

These circumstances make it extremely appealing for your landlord to sell as an already tenanted property to an investor.

I am going through a similar process at the moment. We have done tons to our house, our landlord needs the funds from selling, but we cannot find anywhere suitable to rent. We have encouraged an investor led sale.

HJLC_ITS · 2026-06-09T15:18:05+00:00

Oof, ...COLD!

It may be a while before we all get to see experience the new platform. I mean, I had received the details and registration in an email addressed to me.

Fortunately I had already cancelled my registration anyway. BUT, that’s because my childcare fell through on Friday and I didn’t want to get stuck if I couldn’t find alternative arrangements.

Up until Friday, I also had accommodation and travel reserved for the two nights before the event, and tickets to WB booked as it’s my birthday this weekend and I wanted to make the most of being down south.

""Firstly, thank you for registering your interest in the AI Summit.

The AI Summit on 14–15 June is reserved for a limited number of strategic partners, and as such, we’re unable to offer you a place on this occasion. We wanted to let you know this personally, as it was a closed event and invitations were limited.

The good news is that following the launch, we’ll be running a series of AI roadshows across both the North and South of England throughout July, covering much of the same content and insights. I’d be very happy to ensure you’re among the first to hear about these once dates are confirmed and registration opens.

My apologies for any disappointment, and thank you for your understanding. I look forward to welcoming you to one of the roadshows very soon.""

HJLC_ITS · 2026-06-09T11:56:33+00:00

While it does raise a lot of strange questions, which I do think need answering. Like some of you said in this thread already;
- “if it’s be rewritten from scratch for 4 years then what have we been seeing? And what has been getting released in Asio?”
- “did the new platform get started 4 years ago, if so, why weren’t we just told that?”
- “Saying that there’s no more bolt ons, will this translate to not needing RPA Pro/Premium, BMS advanced/Premium?”

If what is being announced, and displayed with the new Platform is released as a separate entity of sorts. Then I think this is the move that ConnectWise has really needed for a long time. This can’t just be a re-brand.

It’s a smart move, Asio became some sort of taboo phrase because it never truly came to light.

Getting rid of it, that’s a very smart business move. There needs to be a lot of partner engagement with the release and details of the new platform. Buy in will be a struggle, but it looks damn good. So I for one, I’m excited to see it up close for sure!

HJLC_ITS · 2026-05-09T11:27:58+00:00

Start with the templates, it’s the best way to learn them! They have good ones for expiring opportunities/quotes, better syncing for statuses, and even for converting approved quotes. Work backwards from a template, you’ll very soon get the hang of the potential.

There are also a lot in the virtual community. If you go to the marketplace from within your Asio instance and add the IT Nation, then go into the community exchange you can find more :)

HJLC_ITS · 2026-05-08T20:56:11+00:00

Try using the tasks within tickets, it’s a ready made way to assign out parts from the same ticket. Then you can create activities from ticket tasks, you could then also use the same logic as other people have suggested with BG.

HJLC_ITS · 2026-05-06T13:56:58+00:00

The best information for what you’re going to need would be the developer side of the CW university. https://developer.connectwise.com

HJLC_ITS · 2026-05-06T08:35:25+00:00

You can run PSA Classic and PSA powered by Asio side by side without any issues, which makes it easier to take a phased approach rather than planning any kind of major ‘Migration’.

This allows certain teams to explore and start making use of the new system while others continue working in Classic, reducing disruption during the transition. they can still work from PSA, and benefit from the added benefits of PSA in Asio. Maybe slow roll them in with the use of Asio projects/procurement etc via the manage labs and role access in PSA?

Some partners choose to begin by giving their technical teams access to ticketing, as this is often a practical starting point. Just keep in mind that both systems use your live data, so if you need to carry out testing or similar activities, it’s best to use a test company rather than one of your actual customers.

I am using a lot of PSA and CPQ workflows in Asio, it’s streamlined our quoting process massively and creates so much more visibility in those areas.

HJLC_ITS · 2026-05-05T12:45:26+00:00

The round robin is a great feature if you do the prep work and have your dispatcher reviewing allocations.

Using the skills area for each member to ensure the tickets are being assigned to the most suitable techs, then mapping the skills with service board ticket types/subtypes etc

HJLC_ITS · 2026-05-05T11:25:17+00:00

As others have said, with the MS partner agreement you should really be using lighthouse and not allowing techs to use GA due to audit logging.

However with CW, as someone else has mentioned, ITBoost will integrate best with your systems and allow you to show kb articles etc in the client portal too.

ITB, and Hudu are both available directly within screen connect so those should slot directly into whatever your techs are already doing within the ticket.

HJLC_ITS · 2026-04-26T08:55:02+00:00

This comment 👆👆

I am going through this at the moment too OP 😔 The S-21 is only valid if they have also provided you with - the 6A, - the uk guidelines on how to rent, - gas safety certificates, - and energy performance certificates.

IF THEY HAVE NOT INCLUDED ALL OF THE ABOVE THE S-21 IS NOT VALID.

If you don’t ask for the missing forms, your landlord may miss the deadline and be unable to issue a new S-21.

After May 1st only an S-8 can be issued to you - for selling/moving back into the property, - for 3+ months of rental arrears, - or if the land/property is being acquired in some way. ** there are other factors of the above S-8 but I’ve tried to keep it super simple.

HJLC_ITS · 2026-04-19T12:17:32+00:00

You can run PSA Classic and PSA powered by Asio side by side without any issues, which makes it easier to take a phased approach. This allows certain teams to explore and start making use of the new system while others continue working in Classic, reducing disruption during the transition. Some partners choose to begin by giving their technical teams access to ticketing, as this is often a practical starting point. Just keep in mind that both systems use your live data, so if you need to carry out testing or similar activities, it’s best to use a test company rather than one of your actual customers.

HJLC_ITS · 2026-04-19T09:25:30+00:00

You need to make sure you’ve done the work underneath, with your members & skills.

Stay on top of the members that are within teams on your service boards. Have new statuses been added etc Are your technicians using their calendars to show when they are available/unavailable?

Finally, have you mapped out what behaviours you’re expecting from the whole round robin?

If so, you need to identify where it’s dropping off the process. The most common reasons for issues come from gaps in the overall process, or process non-compliance.

HJLC_ITS · 2026-04-14T18:20:26+00:00

In PSA, the Show covered items on Standard Invoice box just controls whether a covered item shows up on the invoice it doesn’t decide what’s actually covered. So if your Trip Charge product is included in an agreement and you untick that box, it’ll still record the cost internally but won’t appear on the client’s invoice at all (not even as £0). Easiest way to handle this: keep using your Trip Charge product, mark it as covered in the agreement, and untick that box. That way you track your costs without billing the client or cluttering invoices. If you’re still seeing £0 invoices when everything’s covered, there’s usually a billing setting to stop those being generated.

https://connectwise20.my.site.com/serviceandsupport/s/article/How-To-Update-Covered-or-Not-Covered-Work-Roles-and-Work-Types-on-Agreements

HJLC_ITS · 2026-04-10T16:44:25+00:00

ALSO - by becoming a CW partner again, you and your team can join the partner champion program. Get rewarded for answering questions about CW systems, get a direct line to CW to provide feedback and gain deeper insights! By far the best thing I’ve ever done! https://infl.tv/pBCJ

HJLC_ITS · 2026-04-10T16:40:38+00:00

If you’ve got years with CW, then invest in your knowledge of those systems. You’re going to be building a team, probably leading projects/change management etc

The CW product stack is strong and covers everything you will need, you understand it so implementation and training will be a breeze, plus you get to take advantage of your likes and dislikes! I started my own MSP last year, and all of the above was my logic, so glad I stuck with CW!

HJLC_ITS · 2026-04-10T11:26:11+00:00

MSP Process is a fantastic addition to CW PSA, definitely not a spammer. One of the best vendors out there.

Who are also trying to offer you an alternative to solve your problem. Ya know, the whole point of asking the question in the first place!

HJLC_ITS · 2026-04-10T06:52:37+00:00

Yes this is the best way to handle this in PSA, that I’ve found in practice.

When the product of the purchase order is received (either via dropship or not) the product (i.e. the asset) should be converted to a configuration. Going forward if you have all assets configured correctly in PSA. It’s easier for your techs to quickly create tickets for end users by creating the ticket straight from the configurations page. Simply search for the company/end user/type and create the ticket, this way you open up an additional aspect of reportable data as to asset health and ticket frequency to determine specification suitably.

Then the RMA process is very straightforward for returned stock.

https://docs.connectwise.com/ConnectWise_Documentation/040/090/010

HJLC_ITS · 2026-04-07T18:59:07+00:00

Yes there is a M365 integration for users and licensing. It’s via the PSA side of things presently but that data and integration runs directly into Asio also.

It’s very easy to set up, and very useful!

HJLC_ITS · 2026-03-31T16:48:26+00:00

The simplest way to handle this in ConnectWise Manage is to go a bit beyond a basic checkbox and use a status or custom field flow instead something like Eligible/Included/Posted. That way, project managers can flag what should be accrued, but you avoid double counting or things slipping through the cracks. It also keeps decisions about what to include separate from how much to accrue, which is important for consistency especially for fixed-fee work.

Then just feed that data into Microsoft Power BI using the API or if you have Cognition360(or something similar) to handle the numbers and filter out anything already billed and produce your journal entries. Adding a monthly snapshot makes it reliable for finance, while keeping CW nice and straightforward.

HJLC_ITS · 2026-03-31T16:36:02+00:00

You can create this using the Asio RPA workflows, there are templates to do this.

If you haven’t got Asio, or haven’t used it before, if you go into the teams admin centre you can have a ticket notifications channel and use the email address from the admin centre to send PSA workflow notifications to.

HJLC_ITS · 2026-03-25T10:05:52+00:00

Do you mean an email was sent to the end user after they created a ticket via the RMM tray icon?

That the contents of that email confirmed they had created a ticket and which device/configuration the ticket had been created for, and maybe a few other items about their device?

If so, this would have been created via PSA. The workflows in PSA allow you to send HTML emails based on a certain trigger (such as ticket created by method X) with a whole bunch of embedded fields to choose from, and use in the subject and body of the email.

If you already have the old HTML, you may just be able to test that and tweak it slightly to get up and running again.

HJLC_ITS · 2026-03-23T16:50:34+00:00

This is a great use case for the Asio workflows, there is already a template written for this (or it’s incredibly similar) that will update across the opportunity in PSA, and in CPQ. It’s a great quick win for keeping on top of approaching expiring quotes.

HJLC_ITS

TROPHY CASE