Defining an "Active User"
An Active User is any user within the PSA (Professional Services Automation) tool who engages in regular activity. While this may seem straightforward, there are nuances depending on specific scenarios. Our approach avoids a "hard line" stance, but it’s important to note that most of our costs stem from processing, storing, and presenting data generated by users. Below is a guide to clarify what defines an active user.
Where to find an "Active User"
To find an Active Member in CW PSA, follow these steps:
1. Using the Members List
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Navigate to:
- System > Members > Member Management
- Use the Search Bar at the top to enter the member’s name, username, or ID.
- Apply the "Status" filter to Active to show only currently active members.
What is "Regular Activity"?
Regular activity includes any interaction that modifies or interacts with the PSA database. This could be as simple as viewing data, which creates logs within the PSA. Examples of regular activity include:
- Time Entries logged by users.
- Activities created or modified by users.
- Purchase Orders generated or updated.
- System Configuration changes.
- Tables Viewed or queried.
- Streamline IT Users' interactions with the system.
Downstream/Streamline Users
Streamline or downstream users typically contribute less data. As a result, these users are counted at 50% of a regular user.
- For example, if you have 30 Streamline accounts, they are calculated as 15 active users in addition to your regular user count.
API Users
API users are generally not counted as active users unless there is significant data activity identified by our team. In rare scenarios where API accounts generate a large volume of data, we will work with you to determine whether this usage is legitimate and adjust accordingly.
Can Users Be Excluded from Data Capture?
In some cases, users can be excluded from data capture. However, it’s worth noting that in almost every instance where exclusions were applied (e.g., Streamline IT users), MSPs later requested the data be included for:
- Comparisons to Streamline technicians.
- Measuring efficiency in ticket handling by MSPs.
As such, excluding users may not provide a full picture of operational performance and data insights.
NOTE: To make adds/changes to your account please email psm@scalepad.com
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