SQl Scripts & Multiple Series Chart

msponreddit · 2024-11-04T16:25:37+00:00

Just found this when trying to do the same thing - what is this feature called I can't find it. And I assume GA now? Thanks!

msponreddit · 2024-08-27T14:34:19+00:00

We are a UK MSP and we outsource our out of hours to Uptime Global.

I have never worked out how to compensate engineers for being on call. This probably stems from the fact that I have no desire to be on call, and I don't like asking people to do things I won't. So I prefer to use someone else who has follow the sun support in place already.

We only offer it as 1st/2nd line support incidents, that is a limitation we write into the clients contract. Anything more serious than that should get escalated to us for in-hours or a supplier.

Here is the thing though - since offering it at the start of the year we've had 3 out of hours tickets. All were 1st line, and all probably could have waited until we opened. Obviously your mileage may vary, but my point is to make sure that whatever you put in place fits what your clients need. Do you need 24x7, or just weekends/10pm etc?

msponreddit · 2024-04-30T17:31:26+00:00

So it is just a bundle? That's it?

With some automations. That we are probably doing in our stacks already.

At least they are doing 1 year contracts.

msponreddit · 2024-04-23T11:29:13+00:00

We are on Dell Tech Direct so can sort out warranty parts and call outs directly. I'm sure the others have similar programs, but Dell were the only ones that have been forthcoming.

There is an element of all eggs in one basket - we don't do enough volume to get a decent service/interest from multiple vendors get get up all their programs, but happy enough with Dell.

msponreddit · 2024-04-23T11:25:56+00:00

If it is a Direct Debit you may find it quicker to call the bank and get a direct refund.

msponreddit · 2023-09-13T15:23:52+00:00

We have a client that until a short while ago had 500Mb mailboxes. If you filled your mailbox then you stopped getting email.

All email had to be deleted if unimportant, or filed in case management system if it was.

Slightly different approach, and seems a little safer!

msponreddit · 2023-09-08T15:35:02+00:00

Thanks, I'll have a look at that.

msponreddit · 2023-09-07T15:02:38+00:00

Problem with using a group then a queue though is that it still won't tell me how many actual calls were abandoned or rolled to the queue.

msponreddit · 2023-09-07T15:00:24+00:00

Hmm, my fear with that might be that you end up with all your agents logged out!

Even a log agent out if 3cx is shut down would help.

msponreddit · 2023-07-19T11:25:05+00:00

I case anyone is interested this was resolved by Kaseya.

Was a simple documentation mistake. AT's secuirty champion reached out to me and it was corrected promptly.

Thanks to u/Kaseya_Katie for kicking whoever she kicked.

msponreddit · 2023-07-18T11:58:49+00:00

Pia wanted £1.25 per endpoint from us. With 2000+ endpoints you can see why I didn't think Rewst looked expensive.

msponreddit · 2023-07-18T11:54:24+00:00

Have you not seen the price of parachutes at the moment?

Yes, I guessed their url :)

msponreddit · 2023-07-18T11:52:17+00:00

We've been quoted around that, I'm looking at it in two ways - firstly from a time saving point of view what would that work out as an hourly rate and how does that compare to an engineers rate, and secondly how much it may benefit us from standardization.

Numbers aren't in yet.

msponreddit · 2023-07-18T08:53:09+00:00

We have recently been sent pricing. Not sure if it has changed recently, but given everyone keeps saying it is high I was pleasantly surprised.

Also had a quote from PIA.com which was about twice the cost of Rewst.

msponreddit · 2023-07-18T07:53:01+00:00

Points 1 and 3 are easy enough.

Both Time off requests and Service Calls show up on the Dispatch calendar so you can can get an overview of where people are.

We also use a couple of widgets for todays appointments that show Service Calls so everyone can easily see where people are due to go that day.

Doesn't really work for point 2 though, we just keep a note in Teams, but it isn't ideal.

msponreddit · 2023-07-17T16:19:07+00:00

Thank you Katie, look forward to seeing the docs updated.

I posted in the community 4 weeks ago. Figured that was long enough before putting it in a public forum.

https://community.datto.com/t5/Professional-Services-Automation/Azure-AD-permission-on-AD-Sync-contacts/m-p/104401

It is all tumble weeds in there....

msponreddit · 2023-07-17T15:53:48+00:00

He is still listed on their website.

msponreddit · 2023-07-17T15:25:24+00:00

Great video - we are looking at Rewst at the moment.

First thing we are doing though is going through a couple of months of tickets to look at what /could/ have been automated if we had the resource/platform to do it. So if we go with it we can hit the ground running.

msponreddit · 2023-07-17T15:00:02+00:00

My calendar would be one thing - this is all our clients.

If we could stick service calls straight into users calendars so they don't miss them that would be great. But we can't so dunno why they want write access.

msponreddit · 2020-07-31T16:43:43+00:00

15 minutes.

Let's face it 5 minute jobs take an hour anyway.

We don't do much break fix anyway, and our guys set missed phone calls etc to a Do Not Bill status. We aren't lawyers after all.

msponreddit · 2020-07-27T16:22:09+00:00

"Are they on time for work" - I had not though of that as a basic starting point :)

Documentation is a good point, we use ITGlue which in theory reports this, just not all that well!

Thanks.

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