IT and Business Insights for SMB Solution Providers

Pulseway Adds Automated Workflows to RMM Tool

The new feature lets users define customized, multi-step procedures for responding to technical issues that launch automatically in response to alerts. By Rich Freeman

Pulseway has added automated workflows to the RMM component of its managed services software suite.

The new feature, which is rolling out at no additional cost now to MSPs who subscribe to the all-inclusive Pulseway Team plan, allows users to define customized, multi-step procedures for responding to alerts automatically.

“It helps our customers put some of the IT remediation on autopilot,” says Marius Mihalec, Pulseway’s CEO.

The 17 “triggers” that MSPs can use to launch workflows currently include high CPU use, low disk space, and service failures. Pulseway based that initial set of conditions on both partner input and reporting data about which alerts MSPs watch for most often.

In response to triggers, the new system can run a script, re-start a service, kill a process, change a notification priority, and more. Workflows can automatically create PSA tickets too, and close them automatically after an issue has been successfully fixed.

Users can build if/then conditions into workflows as well, to define different paths of action based on the outcome of each step in the process. “The workflow can be as simple or as complex as you want it to be,” Mihalec says.

MSPs can also control whether or not they are notified when a workflow launches. That’s a useful feature, Mihalec notes, for technicians who would prefer to learn about overnight technical problems when they start work the next morning, rather than when they’re in bed.

The system automatically logs every step it takes when running automations, and allows users to review the precise path it took through a workflow to reach resolution. Users can access that same information from Pulseway’s RMM mobile app as well.

Though users employ a graphical interface, rather than a scripting tool, to create workflows, Pulseway provides a library of workflow templates that partners can either use as is or tailor to their needs. The company plans to let users contribute templates of their own in the future, and is considering plans to let MSPs sell templates to one another through the library as well.

Enhancements to the system now on the roadmap include the ability to create custom fields and then take specific steps based on their value. Pulseway has other new features in the works as well, according to Mihalec, who declined to discuss specifics.

“We’re planning to ship improvements to this every two weeks,” he says.

Pulseway has quickened the pace at which it augments its heavily integrated family of solutions, which in addition to an RMM tool includes a PSA system, antivirus and backup software, and network operations center services. In the last six months, for example, the company has added remote control functionality to its mobile app, launched a direct-to-cloud backup solution, and introduced patch management support for custom-coded and niche applications.

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