To improve ease-of-use for Customers and based on Customer suggestions, we have now released the Pulseway PSA 2.0 that has better, more efficient integration with the Pulseway RMM.
The new capabilities of PSA 2.0 explained in this article are live and you can utilize them with immediate effect.
The two new key features of the PSA 2.0 are –
(1) Account Synchronisation
· Until now, you had to create Customer Accounts separately in the RMM and the PSA i.e. you had to create RMM Organisations and PSA CRM Accounts
· In the PSA 2.0, you can Import your RMM Organizations as CRM Accounts. This is done in the Admin -> Service Desk -> RMM Integration Settings -> Account Synchronisation tab. (Please refer Fig. A)
Fig. (A) – Account Synchronisation
· While importing the RMM Organization into the PSA, the User has 2 options –
(a) Create a new CRM Account or (b) Map the RMM Organization to an existing CRM Account (Please refer Fig. B & C)
Fig. (B) – Mapping RMM Orgs and PSA CRM Accounts - 1
Fig. (C) - Mapping RMM Orgs and PSA CRM Accounts - 2
· If the User opts to map the incoming RMM Organization to an existing PSA CRM Account, they can also map the individual Sites of the RMM Organization to the individual Locations (and Departments, if need be) of the linked PSA CRM Account. (Please refer Fig. D)
Fig. (D) - Mapping RMM Orgs and PSA CRM Accounts – Site-Location Mapping
Once the mapping is done, the link icon shows up in the “Mapped” column. (Please refer Fig. E)
Fig. (E) - Mapping RMM Orgs and PSA CRM Accounts – Mapped icon
· To import the Accounts, the User needs to simply select the Accounts to be imported and click on the “Next” button (Please refer Fig. F). Once done, the Accounts will show up in the “CRM -> Accounts” path.
Fig. (F) – Importing RMM Organizations into PSA
· Also, you can enable an option to automatically create an RMM Organization whenever a new CRM Account is created. This setting can be done in the “Admin -> Service Desk -> RMM Integration Settings -> General Settings -> Push CRM Accounts automatically to Pulseway”. (Please refer Fig. G)
Fig. (G) – Push CRM Accounts automatically into Pulseway RMM
· You can also check the mapping of each CRM Account in the “RMM Integration” tab of the Account. You can also clear an existing mapping and choose to map another RMM Organization here. (Please refer Fig. H)
Fig. (H) – CRM Account – RMM Integration Tab
(2) Asset Synchronization
· Before PSA 2.0, the RMM Assets had to populated in the PSA through alerts triggered on the RMM side. In addition, each PSA Asset had to be manually mapped to the correct CRM Accounts. Also, only minimal number of asset attributes were populated in the PSA.
· The PSA 2.0 lets you bulk-import RMM Assets into the PSA. This is done in the Admin -> Service Desk -> RMM Integration Settings -> Account Synchronisation tab (Please refer Fig. I)
Fig. (I) – Asset Synchronisation
· On importing the Assets, the PSA automatically maps them to the correct CRM Account and Location (Please refer Fig. J)
Fig. (J) – Automatic mapping of incoming Assets to correct CRM Account & Location
· Moreover, several asset attributes are now imported into the PSA – such as Last Login Name, Last Check-in Time and Drive Utilization information. (Please refer Fig. K & L)
Fig. (K) – RMM Asset Attributes reflecting in the PSA - 1
Fig. (L) – RMM Asset Attributes reflecting in the PSA - 2
· To import the Assets, simply select the checkbox(es) and click on “Next” button (Please refer Fig. M). The imported RMM Assets will now reflect in the “Service Desk -> Asset Management -> Hardware Assets” section
Fig. (M) – RMM Assets imported into PSA
· A “Sync” button has been introduced into the Asset screen, which updates the Asset attributes (in line with the RMM information) in real time. (Please refer Fig. N)
Fig. (N) – PSA Asset Sync button to update the Asset
· To perform a Bulk update of the PSA Assets, simply import all the Assets again in the “Asset Synchronisation” tab. If an already existing Asset is imported, the PSA simply updates the Asset information. Also, an RMM Alert triggering a ticket in the PSA will also update the corresponding PSA Asset.
· RMM Alerts that create PSA Tickets, will be automatically assigned to the corresponding PSA Asset and CRM Account.
How to get started with PSA 2.0
If you’re a New Customer –
Step 1 – In the RMM, create the RMM Organizations, Sites and Assets
Step 2 – In the PSA, import the RMM Organizations
Step 3 - In the PSA, import the RMM Assets
Step 4 – As new Assets are created in the RMM, import them into the PSA
Note - RMM Alerts from the new Assets will create new PSA Assets, if the Asset has not been imported already. Also, if the incoming new Asset cannot find the corresponding PSA Account, it will create a new Account in the PSA as well.
Step 5 – As new RMM Organizations are created, imported them into the PSA
If you’re an existing Customer –
Step 1 – In the PSA, map the RMM Organizations to the existing CRM Accounts in the done in the Admin -> Service Desk -> RMM Integration Settings -> Account Synchronisation tab.
Step 2 – Once the mapping is done, import the RMM Organizations into the PSA
Step 3 (Important!) – Check if all existing Assets in the PSA (in Service Desk -> Asset Management -> Hardware Assets) are (a) mapped to the correct CRM Account and Location (b) have the same Asset Name as the RMM Asset. This check is done to ensure that no duplicate Assets and Accounts are created in the PSA during Asset Import
Step 4 – Once the above check is done, in the PSA, import the RMM Assets
Step 5 – As new Assets are created in the RMM, import them into the PSA.
Note - RMM alerts from the new Assets (which trigger PSA tickets) will create new PSA Assets, if the Asset has not been imported already. Also, if the incoming new Asset cannot find the corresponding PSA Account, it will create a new Account in the PSA.
Note – If the RMM Organization mapping is changed in the PSA CRM Account (in the CRM -> Accounts -> RMM Integration tab), new PSA Assets will be created by the incoming alerts from both the old RMM Organization as well as the newly mapped RMM Organization.