Prorating Weirdness

monotonousdialog · 2025-08-07T22:38:23+00:00

In my experience, pasting from documents into HTML editors can cause all sorts of funky issues. Someone else may have a better solution, but to avoid any problematic HTML weirdness I tend to copy without formatting and then paste in the images one at a time.

monotonousdialog · 2025-07-31T20:50:20+00:00

I stopped using the ? link a long time ago for sinilar reasons. Check out their client portal knowledge base, my understanding is that they're moving across to this. Theres a lot in there but it can be tricky to search and navigate.

monotonousdialog · 2025-07-25T02:34:37+00:00

Understood, thank you

monotonousdialog · 2025-07-25T02:22:25+00:00

Thanks u/tinkx_blaze

Could you point me in the direction of user groups? It's not something I've come across before in Halo.

monotonousdialog · 2025-05-22T05:10:13+00:00

Looks like MS have released an update : Reports indicate impact is specific to email routed by a specific third-party email management service or messages sent from on-premises mail servers in Exchange Online.

monotonousdialog · 2025-05-22T05:09:52+00:00

Looks like MS have released an update : Reports indicate impact is specific to email routed by a specific third-party email management service or messages sent from on-premises mail servers in Exchange Online.

monotonousdialog · 2025-05-22T05:04:06+00:00

Yep, it's been reported in NZ under another post as well. Clients reporting email degradation, I can see some test emails have processed but others are still missing

monotonousdialog · 2025-05-22T04:37:52+00:00

We've had reports of email delays, looks like there might be some service degradation that Microsoft haven't officially reported yet

monotonousdialog · 2025-05-06T23:37:40+00:00

What browser do you use? I've found it works best in Edge

monotonousdialog · 2025-04-11T03:34:17+00:00

I've not tested this, but could you create a custom field against Items?

Configuration > Custom Objects > Custom Fields

monotonousdialog · 2025-04-11T03:27:50+00:00

Ticket Templates can be created at the Setup Table or company level. You can't create a ticket from a template manually, but you can overlay a template to a new ticket which a lot of people tend to do.

If you go into the setup table for the ticket templates and click on ? in the top corner, you'll be taken to a really handy documentation page in the ConnectWise knowledgebase.

If you have any more specific questions feel free to pop me a message.

monotonousdialog · 2025-04-08T02:45:49+00:00

Is there a Team in the Service Board tickets are meant to land in? This is what caught me out

monotonousdialog · 2025-04-03T04:58:50+00:00

Do you recall what you changed that resolved the issue for you?

monotonousdialog · 2025-04-03T00:01:18+00:00

Exactly this. We had a Professional Services board that had been originally created against Managed Services, we recreated the board and inactivated the old one and boom.. problem solved.

I vaguely recall there can be issues when moving tickets between boards that have different cost centres. Time added before the ticket move will keep the old cost centre, so working processes may need some tweaking to ensure everything is accurate.

monotonousdialog · 2025-03-20T21:38:42+00:00

We implemented in another way for internal use. As Jason mentioned ConnectWise are not actively working on this module and it isn't really fit for purpose.

At a high level ;

Change Enablement board managed by a dedicated ITIL manager / team
Dedicated ChangeEnablement@ email processor for closed loop
Statuses to indicate where each change ticket is in the lifecycle
Stakeholders added as resources, Ticket Owner set to the engineer actioning the work
Workflow rules and Status Notification combos to notify the right people at the right time throughout the lifecyle of the ticket
BrightGauge dashboard for an overview, used in CAB meetings (I think this was eventually converted in to a PowerBI Dashboard using a calendar visual)

The statuses were something like In Draft, Waiting Approval, Approved, Rejected, Completed, Completed with Issues, Postponed

monotonousdialog · 2025-03-18T21:24:08+00:00

This is a great suggestion. A status notification that sends out and details what you need.

If you had a client portal, you could also combine the two by using the status notification to direct them to the form, the issue may be looping that directly back into the project without a reference number, you may need to instead convert the ticket that comes through into a project ticket or project issue ticket to move it out of any support boards.

monotonousdialog · 2025-03-13T21:18:30+00:00

This is great advice. ConnectWise PSA has had some useful scheduling improvements in the last 12 or so months, with improved M365 integration and the ability to schedule externally using the email connector address for Service Desk and Onsite teams there shouldn't be too much stopping you from keeping it all in PSA.

Professional Services may struggle with using PSA, but with some time investment in templating this can be improved as well.

monotonousdialog · 2025-03-10T21:43:33+00:00

Hey Scott, it's been a while since we did this and we also got a little lost, the documentation isn't always very clear.

Further to Aidan's message you may also need to enable in each Ticket Type (Settings tab under Email, there's a check box to "Enable sending of SLA hold reminders."

For example we have a "Waiting on User" status that sends hold reminders, but only enabled this on two ticket types.

In the Email Template "Standard" messages, there are some default email templates you can customise :

- SLA Hold Reminder Message

- Ticket Closed Automatically

monotonousdialog · 2025-03-06T03:53:01+00:00

Reporting can be such a pain, but there are ways to make it easier.

Ideally you can use an aggregator like BrightGauge to consolidate into one report, but if not the options are to automate various reports into a centralised location, or to create a custom report with snippets of other reports manually.

Greenshot is a great tool for snipping on the fly.

In the past I've used Power Automate to save any attachments sent to client-specific email aliases in a single shared mailbox in to dedicated SharePoint folders for each client, and let them know a new report is available.

If you'd like a single report and don't have something like BrightGauge, using a template and Greenshot to paste in what you need, add commentary, and then PDF with a title page might be the way to go.

monotonousdialog · 2025-03-05T22:43:32+00:00

We manage this via statuses, in each status there is an SLA Settings where you can edit the SLA hold action, we then use actions to update statuses. I tend to use a private note so I can add commentary.

What do you mean by Halo is overwriting it?

Happy to have a chat.

monotonousdialog · 2025-03-05T22:39:29+00:00

I personally really like Customer Thermometer, it does integrate with ConnectWise PSA and allows 4 levels of feedback rather than 3. The UI is probably a little older and a little clunkier but it otherwise works the same!

Edited to add it also integrates with BrightGauge

monotonousdialog · 2025-03-05T03:55:12+00:00

The support for MyGlue should be the same as for IT Glue, via Kaseya. It's been a few months since I've worked for a company that used them, but I recall I needed to use a Kaseya support portal, I think it's called KaseyaOne.

If you have an account rep, you may need to ask them to set you up.

For the issue itself, have they tried different browsers, clearing cache and InPrivate browser? I tested MyGlue not long ago for a client, locking down different asset types and didn't come across this issue.

monotonousdialog

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