PSA Software – Business Automation for Successful ITsTrusted Since 2004

New in version 6.2

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This release includes new features and options requested by our user community.

Please find detailed information about what’s new in this release.

New! Asset Hierarchy
The IT documentation module now allows you to link between Assets, setting a main Asset and Sub-Assets under it. This feature makes it possible to see all parts and software Assets that belong to a main Asset.

For example, you can create a main Asset that is a server and hold its hard-drives, antivirus licenses, and other parts as Sub-Assets.

A Sub-Asset is a regular Asset, with the same fields and data like a main Asset. In addition, it has a “Parent Asset” tab, that holds the link to the main Asset.

Asset Hierarchy Features:

  • Each Parent Asset can hold unlimited number of linked Sub-Assets.
  • Each Sub-Asset can be linked to only one Parent Asset.
  • Sub-Assets may inherit the Account from its Parent Asset.
  • It is possible to remove the link between Sub Assets and their parents when needed.

Sub Assets

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Copy Charge Descriptions to Ticket Resolution
A new option was added to the Tickets module allowing you to copy all descriptions from all Charges entered for the Ticket and append them in the Resolution field. This way you can easily have the resolution automatically filled up with all the work that was entered in the Charges.

Copying the Charge Descriptions to the Resolution is available from:

  • Resolution tab – a new option called “Append Charge Descriptions”.
  • Automatically when closing a Ticket – if no resolution was entered, when closing the Ticket the system will suggest copying the description from the Charges into the Resolution field. To set this option go to Tools > Options > Tickets (Admin) tab.


Revised: Tax Management
Tax Management feature was revised and developed from the ground up.

Note: All of your current settings are reserved. Nothing will change with the way the system has been working for you so far.

Main changes:

    1. Item Tax settings are now automatically taken from the Account being used in the Charge by default. There is no need to explicitly define the Tax Codes in the Item itself. This change includes the following:
      1. An Item can now be set as Taxable, Not Taxable or Custom. Custom Tax settings allow users to still use the Custom Tax Settings in the Item, where you can still define explicit taxes per Item. Existing Items with Tax settings will keep the settings in the Custom Tax Settings by default when upgrading.
      2. Taxes selected for the Account are always applied for Taxable Items (no more tax-matching is required between the Item and the Account, although it is still an option).
      3. Items with Custom Tax settings can be configured to only have specific Taxes applied for them (up to 3 different tax codes).
      4. Default Custom Tax settings for new Items can be configured under Tools > Options > Charges & Items tab.


  1. Tax Code changes:
    1. Tax Code now allows to use 3 characters (used to be 1 character).
    2. Up to 254 different Tax rates can be configured (used to be 40).

The new Tax Management systems makes using Taxes in your PSA easier, it also prevents you from needing to duplicate Items in order to apply many different combinations of Taxes on them


Continuum (formerly Zenith) Link – Enhanced Two Way Sync*
The native integration with Continuum RMM has significantly been enhanced in this release.

Using the enhanced link you can now:

  • Reassign help desk Tickets to Continuum’s NOC.
  • Add comments to Tickets in your help desk that will be sent to Continuum.
  • Create new Tickets in Continuum from Tickets in your help desk.
  • Review a detailed audit of sync changes.
  • And more…
Send Ticket to Continuum
* Fully functional during September 2013.

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Auto-Filtering Drop-Down Lists by Account
The software now automatically filters drop-down lists and search Windows by the Account that was selected in the main Window.

This means that it will now be faster than ever to select the related records you are looking for.

For example, when creating a new Appointment, you can choose the Account, and then the Ticket/Contract/Asset selection lists automatically shows only objects related to this Account. When clicking the magnifying glass to open the search Window, the list is also automatically filtered by the Account.


Messages Now Support Predefined Text (F8)
When using the Messages feature you can now use the predefined text option to save time and easily enter text to the message.

You can now define a values list for message fields, allowing you to easily add predefined text to the message with a single click.

To add the Predefined Text you can use the keyboard shortcut F8 or right-click > Insert Predefined Text in the Message field.


Hide Inactive Assets
Inactive Assets are now hidden from Asset selection lists by default. For example, when choosing an Asset in the New Ticket Window, only active Assets will be shown in the list. This speeds up Asset selection for new Tickets, as you will not need to browse inactive Assets of the Account in the drop down.

Administrators can control whether inactive Assets are shown in lists from Tools > Options > Assets > Hide Inactive Assets.

Note: in case an inactive Asset needs to be selected, simply use the magnifying glass to see all Assets.


Import Wizard Improvements
The import Wizard was enhanced to automatically attempt to match fields in the import file to fields in the PSA system. The system tries to match a column by its name, to an equivalent field in the system according to the column name.

In addition, the importing Window was enlarged to provide better user experience when performing the import.


Move a Ticket from one Account to Another
Ever worked on a Ticket only to find out later that it was linked to the wrong Account?

A new option was included in this release. It allows you to move a Ticket to another Account while moving ALL of the Ticket related data with it!

By simply changing the Ticket Account the Ticket is moved with its Charges, History Notes, Appointments and so on.

This helpful tool, which has been requested by many users, can help you when a Ticket is entered into the system under the wrong Account.

To use the Move Ticket option, open the Ticket and from Tickets > Tools > Move Ticket to Another Account or click the magnifying glass button next to the Ticket Account field under the General tab.

This new option requires the ‘Ticket Merge and Move to Another Account’ privilege and works with unbilled Tickets.

Move Ticket to another Account

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Tickets – Batch Update Account Region
The Region Code in Tickets is helpful when you want to assign Tickets to technicians based on the customer’s location. The Region Code is automatically copied to the Ticket from the Account upon Ticket creation (if defined for the Account).

In cases the Account’s Region Code has changed (if they move offices for example or if you just starting to use Region Code feature), existing Tickets need to be updated to represent the most current Region Code.

In order to update all existing Tickets with the new code, a new option was added to the Ticket Window. To use this option, Administrators can filter the Ticket list to display only Tickets belonging to the relevant Account, and then select the Tickets > Tools > Refresh Account Region-Code for all listed Tickets menu option. This action will update all listed Tickets, pulling the current Region Code from the Account settings.


Tickets – Batch Remove From Inbox
Sometimes you may need to remove many Tickets from the Inbox at once, for example when you received plenty of RMM alerts from your RMM system.

When viewing the Tickets Inbox, a new option was added to allow batch-removing all listed Tickets from the Inbox.

To activate the option, open the Inbox, filter the list to show only the Tickets you want to remove from the Inbox, and activate the option from Tickets > Tools > Batch Remove All Listed Tickets from Inbox menu option.

This option is available for administrators only.


Tickets – Automatically Remove Ticket from Inbox upon Complete
Many times when completing a Ticket another action is required – to remove the Ticket from the Inbox. No more!

When completing a Ticket in this version the app will automatically remove the Ticket from the Inbox.

To control this behavior, go to Tools > Options > Tickets (Admin) > Automatically Remove the Ticket from the Inbox.


Create Quotes from Tickets, Assets, Contracts
The popular Quoting feature in the CRM module has just been enhanced to better support your work flow.

Working on a Ticket and need to quote some parts? Managing an Asset and need to quote service work or maintenance agreement? Need to quote additional services to be covered by a Contract?

The new quoting features in this new version let you do just that. Quote from anywhere!

You can now easily create a Quote directly from a Ticket, Asset or Contract.

Creating the Quote from the entity’s Window will automatically link between the Quote and the entity it was created from:

  • The Quote will appear in the new Quotes tab of the entity.
  • In the new Quotes tab you can manage as many Quotes as needed under each Ticket, Asset or Contract.
  • In the Quote Window, you can see the Ticket, Contract or Asset it was created from.

In addition, when closing a Quote it is possible to convert the Quote to Ticket or Contract, and a reference to the original Quote also appears in the new Quotes tab.

All Quotes created from the entity appear in the Account, Ticket, Asset or Contract history.

Additional features included:

  • Link an existing Quote to existing Ticket, Contract or Asset.
  • Create new Quote from Ticket, Contract, Asset Pending tab.
  • Use the Web interface to manage Quotes for Tickets, Contracts and Assets as well.
  • Open Quotes are also listed under the Preview tab of Tickets, Contracts and Assets.


Search for duplicates when adding new Account
Ever added a new Account only to find out later that the Account or Contact already exists?

A duplicate Account check system has been included in this new version. When adding a new Account, the CRM system now looks up the database to check if there are any similar Accounts or Contacts already in the system. If such an Account is found, they are displayed and you can choose whether to create the new Account or use an existing one.

The search is performed according to the fields entered in the New Account Window. Optionally, the search can also be used with a Soundex algorithm (i.e. find Accounts and Contacts with similar name by sound). Soundex check is enabled by default.

Account duplicate check is enabled by default. You can activate or deactivate it under Tools > Options > Accounts tab the ‘Check for duplicate Account records’ and ‘Include Soundex algorithm when searching for duplicates’ options.

Duplicate Accounts

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Enhanced! Official Support for QuickBooks 2013
QuickBooks 2013 is now officially supported when using the QuickBooks Link.

==>Read more about QuickBooks Link


And Also…

  • General Bug fixes.
    • Performance enhancements.


version 6.1 version 7

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