Gorelo

Join the Gorelo server to ask questions!

Join

Gorelo

Join the community to ask questions about Gorelo and get answers from other members.

Join

questions

general

features

bugs

script-chat

announcements

Craig Leikis

9/19/2025

Contact tags as Dynamic Quantity

I see in the Dynamic Quantities video that "Contact Tags" comes up as a source, but that does not show as an option for me. What am I missing? I see CIPP as a source, but not contact tags. I'm trying to add per-user invoicing and I want to use tags to include or exclude users for a give product/bundle. Ref: https://youtu.be/55eUpR9TO4U...

Solution:

That's selected in Gorelo when you choose 'Microsoft 365 (CIPP) as your dynamic quantity source. You can absolutely request dynamic contacts as a feature. Go to the '?' button in the bottom-left of Gorelo > Give us feedback > Feature request...

Craig Leikis

9/15/2025

Deploying to MacOS via MDM

Is there a mobileconfig file for deploying Gorelo Connect via MDM?

Solution:

App: GoreloConnect App Code Requirement: identifier "com.gorelo.connect" and anchor apple generic and certificate leaf[subject.CN] = "3rd Party Mac Developer Application: Gorelo Tech, Inc. (5Y2N37BXYC)" and certificate 1[field.1.2.840.113635.100.6.2.1] /* exists */ Allow {APP} to have access to All protected files (Full Disk Access)...

Cidvond

9/10/2025

Time Clock

We like to track all work that is done not just work done on tickets as some stuff is not billable for us. Without having a ticket, is there a way to "Clock In" and "Clock Out" and keep notes on each time clock entry?

DragonFang

9/10/2025

Asset -> Files

Does asset uploaded files upload the file to every single machine in gorelo? or only machines that use the file in powershell?

Warrennoa

9/8/2025

Pax8 Integration renew

We're getting a banner "Your Pax8 integration is expiring in 8 days. Please re-integrate your Pax8 account to avoid disruption. Renew Integration" Im not seeing how to actually renew. How can I renew?...

InfiniTV

9/8/2025

Gorelo Connect Notification

I'm not sure if I'm missing something or if I'll need to request this feature. When remoting into a machine is there A) Option for it to pop up saying Technicians name is connecting or connected ...

Bob2021

9/8/2025

Custom Fields and Reporting

Is there a way to add custom fields to the reports? Meaning, If I want to export out all the custom fields that I have created and made part of the asset, how would I be able to do that?

Turkey James

9/4/2025

Helpdesk - Mark emails not to reply

I have a few services (such as defender alerts) that email my helpdesk but don't need a reply to. How do I mark that email address as a do not reply for the helpdesk to prevent errors like this?

Solution:

Add the domain to Stripped Domains 🙂 https://help.gorelo.io/articles/0818472-stripped-domains-unassociated-senders...

uwannawat

9/4/2025

Prorata Charges

Are we able to set the date from which the prorata starts?? We are not all able or inclined to process changes as they are incurred....

Turkey James

9/3/2025

Custom Fields for Assets

It seems custom fields only work for agent based assets, not manually entered assets. Is their a way to do this that I just don't know?

Turkey James

9/3/2025

Is there no way to change the ticket status fields?

I would like to add scheduled to this list, but not seeing a way to do this.

JonathanOptimisedIT

9/3/2025

Client Portal

Hey all Sorry if I've missed this somewhere, but a couple of questions on the client portal: How do they access it?! Is there a specific URL we give them that logs them into 'our' Gorelo?...

Nell

9/3/2025

Goerlo Mac Agent - Connection dependency & "OS Uptime"?

Installed the agent on a brand ne M4 MacBook Pro yesterday. Client took home and popped back online this morn so I could continue setup. Connected via Gorelo connect, had to change user and lost connection. Could not connect again. I issued a restart command from Gorelo and lost contact altogether. I'm sure its a case of not understanding how the Mac agent works and the conditions required for the device to appear as online (other than an internet connection etc..) and available in the Gorelo assets section and connectable by Gorelo Connect. If anyone can clarify or point me to docs/discord posts that I have missed please do. Also, and slightly related, keen to understand how the "OS Uptime" metric reports. I have noticed on some machines (Mac & Windows) that even after a reboot the "OS Uptime" on the asset tab will report something like "10 days 17 hrs 28 min". Is it dependant on teh "type" of reboot etc?...

Acuuis

9/2/2025

Ticket Description in email or portal?

I’ve noticed that when we post a public comment, the ticket’s assigned contact receives an email and can also view the comment in the portal. We have a retail client with an in-house IT manager who values visibility into what’s happening at their retail locations. However, it seems he cannot view the ticket description unless it is added as a public comment. Is there a way to make the original ticket description, entered at ticket creation, visible in the portal without requiring it to be copied into a public comment?...

Awox ✞

9/2/2025

Ticket statuses?

Is there a way to add additional ticket statuses? (perhaps limited to different groups?) For example: - If I wanted to mark a ticket as Waiting customer or Waiting parts or Waiting vendor - if I wanted "sales tickets" to be tracked similar to an opportunity Pending/Quoted/Won/Lost...

DigitalDoctor

9/1/2025

Notifications

I've been playing around learning Gorelo, but here something I can't figure out. Notifications when a new ticket comes in. I get a ding on my mobile device when I get a new ticket, but that's it. I don't see an email that comes when a new ticket is created. Additionally when I comment to the contact, and they reply, I don't get notified of that either. I'd really like an email when someone replies to a ticket, is that possible?

Mason [BMT]

9/1/2025

Auto Resolve / dismiss alerts

Do alerts that aren't any longer an issue e.g. huntress not being installed auto Dismiss or do they need to be manually dismissed?

Solution:

For Huntress, you will need to dismiss them. For Checks, you can configure them with 'Auto-Close alert when check is successful in the next run'. We do have upcoming improvements to the Huntress plugin, so I will add this to the mix 🙂

Nell

9/1/2025

Contacts - Adding additional email addresses / aliases issues

Wanting to add a "cc" to a ticket. When I try and add it prompts to search for contact or create a new one. Does this have to be a contact as sometimes useful to include a third party in the thread but not necessarily have them as a registered contact. Also, I have another scenario where I need to add an alternative email for a contact in a ticket so they receive updates on a personal email address. I have tried to add an alias to the contact record but when I hit "Update" the alias disappears. In this instance adding a Gmail email address as an alias. Anyone experienced this or just me?...

wassuuupppp

9/1/2025

Ticket Overview Highlights

Hi, Could any help me confirm the function of three aspects of the main Ticket view that I couldn't find in the Help? 1. Tickets get a Blue Border: I know this relates to Read/Unread state, but is it "I personally haven't read the latest update", or "no one on my team has read the latest update"? And which actions in the ticket are expected to trigger an Unread state? 2. Ticket has a blue dot next to the date? 3. Pending Tag next to the status: I found previous comments, "'Pending' means that a public-style comment has been sent and the ticket is pending the client's reply."...

Awox ✞

8/31/2025

GoreloConnect for client usage?

Is it possible to have a locked-down client view for internal IT at one of our customers that would let them use Gorelo to provide support to their devices? Primary need is for them to list and remote into endpoints, anything beyond that (such as access to ticketing) would be a bonus....