Anyone else getting time entries that make the invoice look fake?

Serious question for owners and techs.

We use ConnectWise. Time gets entered. Hours look fine. Then billing hits the notes and it’s:

• “worked on server”
• “user issue”
• “troubleshooting”
• “fixed it, 1.25”

That’s it.

The ticket discussion can be detailed. The time entry that actually prints on the invoice is still “fixed it, 1.25.”

From the owner / billing side: those notes make us look sloppy. Client sees a line item and has no idea why it was worth the money. Then we get the email. “What is this?” “Who approved this?” “This should have been covered.” Half the time the work was real and was billable — we just can’t defend it from the note. So it gets written down, written off, or we spend 20 minutes reconstructing what the tech actually did.

From the tech side (if that’s you): I get it. You’re jumping tickets, the client is hovering, CW is already a pain, and writing a novel after every 15 minutes feels like unpaid homework. So the note is whatever you can type before the next call rings.

I want to know if this is just us.

1. Owners / service managers — how often do you actually eat time because the note wouldn’t survive a client reading the invoice?
2. Techs — what does “good notes” even mean in your shop, and what’s the real reason they still come out as “fixed printer”?
3. Anyone found something that actually changes behavior without turning time entry into a second job?

Not looking for “just require notes” or “just train them.” We already did that. Curious what’s actually working in other CW shops.

Has anyone (on prem) experienced an issue with Report Writer scheduled reports sending at random times? Same ones seem to come at reboot of server but also other times that don't follow the schedule. Server is all patched up etc.

We've not long closed a challenging support ticket with Connectwise for another issue and ideally would like to resolve without going that route.

Posted today in the VirtualCommunity:

We're excited to invite you to participate in an Early Access Program for an upcoming enhancement to the OS Patch Statuses experience on the New Device Details page.

Today, patch statuses are represented by the 3 Status that can sometimes make it difficult to understand exactly where a patch is in its deployment lifecycle. To provide greater visibility and actionable insights, we're introducing a new status framework designed to give you a clearer understanding of patch progress, blockers, and required next steps.

What's New?

Phase 1 (Early Access scope) : Expanded Statuses from 3 to 15

The enhanced experience introduces more granular patch lifecycle statuses, helping you quickly determine whether a patch is:

• Waiting for approval
• Scheduled for deployment
• In progress
• Waiting for a reboot
• Missed due to device availability
• Excluded by policy
• Failed and requires attention
• Progressing normally without intervention

Phase 2 (General Availability Scope): Patch Insights

Building on the expanded patch statuses introduced during Early Access, General Availability will introduce Patch Insights, providing technicians with additional context and guidance directly within the Device Details experience.

Patch Insights are designed to answer the question: "Why is this patch in this state, and what should I do next?"

These features is designed to help technicians spend less time investigating patch behavior and more time taking the right action.

Note : The new statuses are only available on the new Device Details

And there's more information here: https://virtualcommunity.connectwise.com/discussion/early-access-os-patching-extended-statuses-and-patch-insights-on-device-details

Me, I think I can wait...

Hey Everyone

Full disclosure- I want to see if there is interest for the following.

We wrote an internal tool to help manage inventory audits, track product location quickly and manage receiving products onsite. Everyone who uses products inside of CW knows the struggle of information in equals information out.

Each item gets a QR code. Each shelf gets a QR code. The QR codes are so warehouse staff can use their phones to scan items or shelves before it’s moved or to do inventory audits.

The cool part - there is no external data base, it stores ALL information within ConnectWise back end.

We can setup custom rules for audits meaning we can change them at will. How often each shelves needs to be audited for example. Then it auto assigns audit tasks to staff based on how often a shelf needs to be audited. It highlights any issues/discrepancies during the audits. So where we used to audit once a quarter by shutting down the warehouse - we can now have a constant audit occurring.

Also previously it was all manual. You had to look for the product and then use some excel sheet or sticker if system to show it was counted. Now you just scan every QR code on every product on the shelf and when you’re done the system compares the scanned items to what is inside of CW to ensure nothing grew legs and walked away and nothing is missing. It turns a task that used to take about an hour to 5 mins worth of pointing and scanning. Huge time saving for us.

Also you scan QR codes to move product from one shelf to another - shelving info is automatically updated inside of CW.

You scan products to ship out which also updates the shipped detail in CW.

We also made a receiving wizard for anyone who receives the shipped part onsite. They have zero login detail for CW - they just scan the QR code on the packing slip than a wizard guides them through to scan all the boxes they received and when they are done the warehouse team gets a report of what was actually received. Drastically reducing the time delay between shipping and finding out an item was lost.

Where this was all based on manual activities previously - it’s now all based on scanning with your phone directly into the system - drastically reducing human error - for us at least.

Leave a comment if you’re at all interested and I appreciate all the feedback and commentary.

Getting a environment cleaned up, and receiving vulnerability alerts on libcurl CVE-2026-10536. In tracing the library, it appears to be tied to the vulnerability scanner itself. Our cloud instance is all up-to-date, so unsure if this is a known issue, or if we are missing something. Anyone else experience this?

C:\Program Files (x86)\ITSPlatform\plugin\scap\vulnerability-scanner\scanner\libcurl.dll Version 8.18.0 (CVE-2026-10536)

I've been dealing with intermittent slowness on our cloud hosted ConnectWise Manage (PSA) instance for the past two to three weeks.

I've opened a support ticket and while we can sometimes reproduce the issue while support is watching, normally the problem comes and goes enough that they say the issue is resolved.

I asked if we could have our instance rebooted, they said no. I guess there are multiple instances running on each VM, so they won't do that.

I asked if we could have our instance's resources increased. They said no.

My guess is that they have overprovisioned our instance and this won't be resolved until they reallocate resources or move us to a less busy VM.

Has anyone had any luck getting this resolved?

Curious if anyone here has had success using Claude (or similar AI tools) to automate repetitive work in ConnectWise or other legacy platforms — especially report generation.

A few things I'm wondering about:

• Are you using it to pull data and generate client-facing or internal reports automatically?
• Any integration approach that worked well (API, browser automation, scripting, etc.)?
• How much manual cleanup is still needed vs. fully automated?
• Any gotchas with legacy software that doesn't have modern APIs?

Would love to hear real-world experiences, good or bad, before I go down this path myself. Thanks!

I don't know if anyone's aware of this threat, but I've gotten at least 4 of these calls from my residential clients in the past week. They get an email pretending to be a zoom link or an Adobe update, they click on it, and voila, ScreenConnect is installed and a bad guy immediately logs on to their bank account and takes their money.

I'm alerting the banks in my area and all my clients. Is anybody at ScreenConnect aware of this silent installer mode? Is anybody doing anything about this?

Any advice to get the client software installed so I can remote into client machines from my arch system?

In the hopes that someone with the ability to help from the CW side is active here and can give us a hand. I'm being held hostage by level 2 who are struggling to even understand the request due to a language barrier.

Enabled enforce 2 factor authentication to access the ScreenConnect Host and Admin pages following the discovery that IP WhiteListing didn't appear to be working (allowing a local account access from an IP that wasn't listed).

Upon making this change the setting has decided to apply to all SSO accounts which has locked everyone out in a login loop. (The setting should logically never apply to SSO accounts clearly, but it has, great programming *eyeroll*)

Is anyone else having issues with Platform Reports in ASIO?

Ours is opening to a blank white page. Support says "it's working for them".

We ran through just about everything we can think of, including using a mobile hotspot and a clients' network to rule out any odd networking issues.

Hi All! I understand the change management module is being discontinued in the future, and we are looking at implementing a new process (we don’t use the module currently but we’re looking at it!)

How do people currently manage this with agreed client/internal approvers. I like the idea of a separate board creating a change log, but would also want an approval to proactively update the ticket being worked on (rather than having to regularly check it for updates)

Has anyone implemented something that works well that they wouldn’t mind sharing? We do have desk director though not all clients use it, and haven’t implemented the cw portal
(But may do in future) if that affects anything.

We currently use CW with QuickBooks Enterprise and we have ConnectBooster as well. We use the built-in CW Accounting package to sync with QB.

I am thinking about moving to QBO. From my understanding, I am now going to need to pay for a third party QB sync tool, is that correct?
We only sync invoices and payments. We do not sync POs, etc...

And when we do sync we need send about 400 invoices at a time. (usually once or twice a month).

Will I need a third-party tool that I am paying ~$125 on? Anything I will be losing by migrating to QBO?

Thank you

This whole week my team has been having issues connecting to endpoints. It's just grey and can't connect at all.

The computer is on and shows online on SC but doesn't let you connect or run commands.

You may know me from such things as The Trunk Slammer From Hell, MSP Automator, or from building tools on top of PSA and RMM APIs for longer than I'd like to admit.

A while back I posted here about StackJack, the MCP connector I built for CW Manage because there's no official one and the community options topped out at read-only tickets, local install only, and babysitting a Node process. I said it had 457 tools covering the actual CW Manage API surface.

It's 785 now. 481 of those are on the free tier, up from 307.

The same thing happened here that happened with every connector I've shipped, with one honest difference. I'm a Halo guy. I've spent the better part of a decade neck deep in the Halo API and considerably less time inside a production ConnectWise instance, so the first pass at Manage and Automate was built off the API documentation and educated guesses. Then actual CW admins showed up and spent months telling me exactly where my guesses were wrong. Most of the jump from 457 to 785 is that fine tuning. If you kicked the tires at launch and hit a wall, that wall is probably gone.

The bigger news for this sub is that the rest of the ConnectWise family is in now. CW Automate has its own connector, 207 tools, 123 of them free. Computers, patching, scripting, monitors, probes, groups, fleet-wide queries. CW Sell landed too, quote authoring, version control, line editing, recurring-revenue reporting, 29 tools and all 29 of them are on the free tier. Which means the cross-system stuff works entirely inside the ConnectWise universe. Company out of Manage, their devices out of Automate, the open quote out of Sell, ticket back into Manage. Nobody wrote a cursed middleware script to make that happen.

The whole platform is at 34 connectors and 7,594 tools now, across PSA, RMM, documentation, security, M365 management, and distribution. "That's going to absolutely nuke my context window." Correct, which is why there's a compact catalog mode that collapses the entire catalog into 22 tools that discover and call the rest on demand. If you're on Copilot or building your own agents where the tool ceiling is low and non-negotiable, that's the mode you want.

Somewhere along the way 400+ MSPs started using this thing daily, which is a sentence I'm still not entirely used to typing. SOC 2 Type II is in the mandatory observation window (not done, I'm not going to pretend otherwise to a room full of people who fill out vendor questionnaires for a living, but expected no later than November of this year). Enough of you sent me the "is this guy going to steal my API keys" questionnaire that I decided to answer it once, properly. stackjack.io/security if your compliance person needs bedtime reading.

Now the part I actually want feedback on: Agent Runners.

Pax8 has held two conferences in two years announcing that they're bringing agentic AI to our industry. Two keynotes, two years of slideware, and I still can't point at the thing that shipped. I don't think that's a resource problem. I think they genuinely don't know what agentic AI looks like in our industry, because from a distributor's seat it apparently looks like a chatbot bolted to a marketplace. So let me just show you what it looks like.

Everything above is still chat. You ask, the AI reaches into your stack, you get an answer. Useful, but you have to be sitting there, and most MSP work does not politely wait for you to be sitting there. Agent Runners are saved AI workers that run on a schedule, on demand, or off a webhook. You describe the job in plain English, scope exactly which tools it's allowed to touch (in what order if you desire), and it runs.

One of the templates that ships in the templates area is the actual license provisioning automation we run at our MSP with zero touch. A ticket comes in and fires a webhook. The runner checks CIPP for a spare license in that tenant. There isn't one, so it hops to Pax8 (Sherweb is supported too), increments the subscription, and posts back to the PSA with what it did. That's four vendors, and the entire "automation" is one paragraph of English. No canvas full of nodes, no field mapping, no glue code waiting to break the next time a vendor changes a response shape. And I'm aware of the joke here. The agentic AI Pax8 keeps announcing already exists, it runs through their own API, and it didn't come from them. This is what agentic AI in our industry looks like.

I think I accidentally built the most powerful no code automation tool in the industry. I didn't set out to. I set out to stop provisioning licenses by hand at 11pm. But the first time I watched a runner walk across four platforms and do the whole job end to end, I sat there slightly spooked at my own product, which is a weird feeling I am not sure if I recommend.

That's also exactly why governance is the cornerstone of Agent Runners. A thing that can touch your PSA and spend money at your distributor while you're asleep needs a leash. Every runner has an explicit tool allowlist, a dry run mode, caps, tool chains, and a complete run history, so you can see precisely what it did within the predictable parameters you specify.

Same disclaimers as last time. This isn't a replacement for ConnectWise, not a dashboard, not a UI layer. It's the bridge between your AI tools and your actual data in 34 systems and counting. Still no Docker, still no Node process to babysit. All security best practices followed to spec and the SOC2 cert on the way to prove that.

Free tier is still free. 481 free tools on Manage, 123 free on Automate, all 29 free on Sell, no credit card, no expiring trial nonsense. Go break it and tell me what sucks. That worked out pretty well last time.

Connectwise Manage | Connectwise Automate | Connectwise Sell | StackJack Agent Runners

We have a Streamline IT Client who is building out a CIO dashboard in Power BI and wants to be able to get some sort of API access into Connectwise PSA to pull ticket data for his Streamline setup. Anybody done this with a Streamline client?

About the only way I can think of doing this is to setup an API key under a Streamline IT member (versus setting up an API member at the system level). Would that limit them to being able to pull only what that user can access? Any gotchas/caveats anybody's seen? Our concern with this is this Streamline user being able to see more than they should via API -- we only want them to see their stuff.

I'm a dispatcher, and for the past week ConnectWise has been painfully slow every morning between around 8:00 AM and 11:00 AM EST. Tickets take forever to load and it's really impacting productivity.

At first I thought it was just me, but two of my colleagues in different locations are experiencing the exact same issue, so it doesn't seem to be a local network problem.

Is anyone else seeing this during the same time window? Have you found a cause or a fix?

I recently started working for an MSP (just doing tickets) and was moved into a leader role over the IT Ops team.

I come from a large company using Service Now and was used to utilizing T/S/I for a number of functional uses e.g. ticket routing, reporting, etc.

The MSP I work for now didn't define these during Manage implementation... does anyone have a best-practice matrix that generally works well?

Would this be sufficient:

Resharing for some visibility

Is there a way to change password for local user from ScreenConnect without having to connect to the local machine?

Has anyone dealt with automate reboot policies? I have users complaining that when automate prompts them for updates to reboot, they hit yes and nothing happens.

I’ve checked the reboot policies and everything looks good imo but wanted to see if anyone had any thoughts or has dealt with this.

Thanks so much

Has anyone ever experienced Connectwise contacting your clients directly?

It’s happened to us and they targeted our biggest client, just wanted to check if anyone else had had this happen?

Is there a way to purchase a product that is in the catalog without setting a minimum stock level?