Ticket Automation Help
I'm really really sorry, but I just cant quite get the Ticket Automation sorted.. Please can I have some screen shots. Pretend I'm a 15 year old kid. I just need the tickets to revert back to OPEN when a client responds to them. I have a few custom ones, like "Waiting for Client" etc. I feel really dumb, but I hope I'm not judged to bad! 🙂
Reports/Dashboards
Is anyone doing anything with the Gorelo reports?
I'd like to get something setup for viewing technician utilization (billable/non-billable/write-off) vs available hours. I think at the moment I would need to manually export the Timespent report and push into PowerBI on a regular basis.
A Wallboard mode of the main dashboard with a few more widgets (Timespent by User?) would also fit the bill....
BitDefender GravityZone flags/blocks Huntress Plugin install
I just tried to push Huntress via Gorelo Plugin to a client with BitDefender Cloud Security + ATS and received a Malware Outbreak notification for Heur.BZC.Boxter.151.F98A7BEB in powershell.exe.
The alerts all correlated to the Huntress push attempts, and adding an exclusion for powershell.exe allowed a subsequent installation, however that's not an exclusion I want in a anti-malware Policy.
Is there a better work around for this Plugin deployment and is this expected behaviour from Bitdefender?...
Cloned device, cannot install Gorelo Connect
I cloned a device with Clonezilla, then restored it to new physical hardware, and upgraded it to Win11. I'm not truthfully sure if it had GC installed originally.
while the original machine was still live, I bought the cloned one up on the build bench to do the ugprades etc. Tried to install GC but it never took. It was obviously confused because the same deviceID was checking in multiple times.
Now I'm trying to install GC and I've got this in the logs:
2025-10-21|09:01:15.468 +11:00|Debug|Gorelo.RemoteManagement.Agent.CloudCommunication.CloudMessageRouterService|Gorelo Connect message received...
Negative Pricing
I see the latest release says can do negative pricing now, but if I try to enter a negative it doesn't recognize I press the "-" key. What am I missing?
Open a ticket from an asset page?
Not sure if I'm not seeing it or the option isn't there, but when you're in an asset, can you create a ticket from there? Fields for customer and asset would be auto filled in on the ticket ideally
Contract end date
What happens at the contract end date other than invoices stop being generated? Is there a notification or ticket generated so I can reach out to the client about renewal?
Solution:
You can configure an expiration alert based on this via Settings > Automation > Expirations
Contract Labour
What are people doing in regards to adding a labour component to contracts? Do you include it in your bundles or are you adding a separate line item?
For instance my bundles are services only and then I usually add labour on top. I don't care which way I do it, just want to know what the way Gorelo envisaged it so I can do it that way?...
Solution:
Replying to this one:
| | Can we add using decimal quantities in our bundles?
| | E.g labour hourly rate I want to attribute .5 per user bundle sold.
Bake the labour price into the bundle and then the actual cost of delivering that labour will be calculated based on your time entries and hourly costs set on the user...
Looking at moving from Syncro to Gorelo what’s the process look like to move over the ticket?
I checked with Syncro and they have a way to export to csv but how are they then imported back into Gorelo?
One-off "Products"
Sometimes I want to add a random one-off charge to a client, without creating a whole Product. example: a DisplayPort cable, a USB stick, a pack of AAA batteries, etc.
Thinking about creating a generic Product to use for this, like "Hardware Item" or "Hardware Expense", but wondering if you fine people are doing something better.
In the past I would put this in Harvest, which allows free-entry in the products ("Expenses") fields....
Is it possible to open the event viewer?
I cannot see where I can view the aset's event viewer remotely. Is it possible?
gorelo connect not launching
Anyone else having issues using gorelo connect. I've tried multiple machines, killed the browser, rebooted my machine but it won't launch. Asks if I want to allow it when I tried to connect to a machine - yes - but then I see it just sitting in task manager nothing happens beyond that.
Multiple checklists on time entry
Hi all, I have multiple checklists on a ticket, say one for off-boarding and one for on-boarding.
When i add the time entry it only adds the one checklist, is there a way to add both?...
Restrict assets from technicians
Is it possible to restrict specific assets from technicians? I know I can achieve this from a client level, but would like to remove the ability for certain technicians to have access to certain assets.
Solution:
Both. So the best option would be to create a client for devices we want restricted, a group for allowed technicians, and remove the everybody tag on the client and add the allowed group tag?
Agent on old Server
I know it's not supported, but has anyone done some trickery to get the Gorelo Agent and/or Connect installed on 2008 R2 (don't come at me) ?
The servers are being of course planned to be decommissioned, but that's delayed by LOB vendors for the moment....
The servers are being of course planned to be decommissioned, but that's delayed by LOB vendors for the moment....
Pax8 Arrears
I'm looking for information on how to set up Pax8 arrears charges. Does Gorelo handle this? For example, storage overages or clients with Microsoft Azure Plan for Azure resources.
The way I handle this now is login to Pax8 after invoicing and sync those one-off charges to an existing recurring invoice. That's a push to the recurring invoice and Gorelo is setup to pull from Pax8.
When creating the contract, I see the Pax8 product called Microsoft Azure Plan. Does adding that to contract pull in the individual charges from Azure ach month?...
Monthly Ticket/Email to Client
Had a question from one of our techs today who has a monthly routine.
Is it possible to schedule a ticket creation with an automatic email to a client?
I know we can schedule a ticket to be created but you can not add a client contact to this. Also know you can do events "on ticket create" but without the client contact there is no email sent out. ...
Ad Hoc / On Demand Remote Access
I know it's been brought up and asked before, but I couldn't find a timeline. Do we have an idea about when the ad hoc remote connections will be available?
Peppol problem
Heyo, I’m considering a move to Gorelo, currently I have SuperOps but the same problem occurs there.
I need to find a way to integrate with the peppol network. If you want to get the whole Europe region as customer, this is something no other tool currently have. But it’s sadly rules in Europe and all the MSP’s are now searching for a solution. If anybody has time or an idea to help about this it would be awesome...
Connecting to Mac devices
Does anyone have any tips for connecting to a Macbook that shows as online in Gorelo, and the Gorelo Connect seems to connect but sits saying "Waiting for display" or similar?
I don't have many MacOS devices to test with, some work, some don't. I tried remotely rebooting the device but it did the same thing after coming back up....