Welcome to Elamar

How it works

On each run, the engine fetches all New (status = 1) tickets that have not previously been routed. Each ticket is tested against every active rule in order. When a match is found, the configured target fields are updated in Autotask via the API and the action is written to the routing log.

First-match-wins: once a ticket matches a rule, no further rules are evaluated for that ticket.

No re-routing: a ticket that already has a routing log entry is permanently excluded from future runs.

The run is skipped automatically if the Autotask API usage threshold exceeds 70%.

Rule fields — matching conditions

Rule fields — routing actions

At least one target field must be set — a rule with no action is rejected.

Match logic in detail

Email matching checks both the contact email (linked contact record) and a sender email extracted from a From: line in the description. A match on either is sufficient.

Running rules

• Scheduled: Runs automatically every 5 minutes as part of the sync scheduler. Also fires once on server startup (after a 15-second delay).
• Manual: Click Run Now in the Ticket Routing view. Requires the manage_tools permission.

Permissions

Routing log

Every routed ticket produces one log entry recording: ticket number, title, matched rule name, match reason, and a before/after snapshot of every field that changed (company, queue, issue type, sub-issue type). The log is read-only and prevents tickets from being re-processed.

Status colours

Priority rule: PBX on-call state takes priority over Teams presence when both sources are available.

Data sources

Both integrations are optional — the system degrades gracefully if either is not configured.

How the hardware works

Each ESP32 device polls GET /api/busy-light/device/:token/colour every 15 seconds. This endpoint is public (no login required) — the unique 64-character device token in the URL is the only authentication.

The endpoint returns { r, g, b, status, brightness }. The firmware sets the LED ring to that colour immediately. If the device is inactive, it receives { r:0, g:0, b:0, brightness:0 } (LEDs off).

WiFi connection states on the device: pulsing blue = connecting, dim red = failed, dim blue = lost connection.

Device configuration

Settings

Firmware generation

The portal generates a ready-to-flash Arduino sketch per device via the Firmware button. The sketch has the device token and portal hostname pre-filled. Flash it to any ESP32 board with a WS2812B LED ring on GPIO 5.

Required Arduino libraries: FastLED and ArduinoJson.

Permissions

Summary stat cards

Datto RMM detail

• Device Types — breakdown of all devices by type/class, sorted by count.
• Top Sites — top 10 sites by device count.
• Offline Devices — up to 20 sites with up to 5 offline devices each, showing hostname, device class, and last-seen time.

MSP360 Backup detail

• Failed Backups — up to 10 plans with Error status, showing computer name, company, plan name, and error message.
• Warnings — up to 10 plans with Warning status.
• Companies with Issues — up to 10 companies ranked by total issues, with error and warning badge counts.

Datto SaaS Protection detail

A full-width table of all protected domains showing seats used, seats licensed, and storage used.

Data sources & permissions

Data is fetched live from Datto RMM, MSP360, and Datto SaaS Protection APIs on each load. Each section is hidden if that integration is not connected. Requires the view_dashboards permission.

Report builder inputs

Report sections

Export & permissions

Click Download PDF to export the rendered report. The file is named ClientName_Report_Month_Year.pdf.

Requires the view_reporting permission.

Client summary cards

After selecting a client from the dropdown, four stat cards appear:

• Computers — total computer count for the client.
• Success — plans with a successful last run.
• Warnings — plans with warning status.
• Errors — plans with error or failed status.

Backup status table

Columns: Computer, Plan, Type, Last Run, Status, Files Copied, Files Failed, Data Copied, Duration.

Filterable by Plan name, Status (All / Success / Warning / Error), and Computer name (free text). A filter summary shows "Showing X of Y jobs".

Status values: Success (0), Warning (1), Error/Failed (2), Running (3), Interrupted (4).

Server detail modal (click any computer name)

Opens a three-tab modal for the selected computer:

Permissions

Requires the view_integrations permission. The MSP360 integration must be configured in Settings → Integrations → MSP360 Backup.

KPI cards

Charts & panels

• Weekly Utilisation Trend — 8-week rolling chart showing capacity vs target line.
• Time Category Breakdown — pie/bar chart of hours by category (Billable Support, Project Work, Operational / Internal, Service Improvement, Training, Presales, Other, Leave / Unavailable), filterable per engineer.
• Per-Engineer Cards — individual utilisation card for each resource.
• Capacity Planning Panel — 4-week rolling average on a gauge with zones: Spare (<75%), Healthy (75–80%), Closing In (80–85%), At Capacity (≥90%).
• Time Entry Detail Table — full paginated list of individual time entries: Date, Resource, Hours, Billable Hrs, Category, Work Type, Notes.

Date range filters

Quick presets: This Week, Last Week, This Month, Last Month, Last 4 Weeks. Also supports a custom date range picker. The view auto-refreshes every 5 minutes while open.

Settings (gear icon)

Permissions

Requires the view_dashboards permission.

Summary cards

Charts

• Revenue vs Expenses — 12-month bar chart (income vs total expenses per month).
• Cash Flow Trend — 12-month net profit line chart.
• Profit Margin % — 12-month monthly trend line.
• Receivables Aging — bar chart bucketed: Current, 30 days, 60 days, 90+ days.
• Payables Aging — same for bills.

Tables & alerts

• Top 5 Debtors — largest outstanding receivable balances with days overdue.
• Top 5 Creditors — largest outstanding payable balances with next due date.
• Cash Position by Account — current balance per Xero bank account.
• Overdue Invoices / Bills — alert cards showing count and total value (red if any exist).
• Next 30 Days Net — upcoming receivables minus upcoming payables.

Permissions

Requires the view_finance permission. Shows a "Xero Not Connected" state if the Xero integration is not configured.

KPI cards

Tabs

How the forecast is built

1. Starts from the current Xero bank balance.
2. Adds outstanding receivable invoices at their expected payment date (manual override → calculated contact ADR → original due date, in that priority order).
3. Subtracts outstanding payable bills similarly.
4. Applies active forecasting rules (recurring occurrences over the forecast window).
5. Suppresses rule items when a matching actual Xero transaction exists (same contact + amount within 10% + date within 14 days) to avoid double-counting.
6. Adds manual entries, scheduled transfers, and credit card payment projections.

Permissions

Summary table

Each row shows a Pax8 client with:

• Client Name — unmatched clients are greyed out with a warning icon.
• Subscription Count — number of active Pax8 subscriptions.
• Pax8 Licenses — total licensed seats across all subscriptions.
• M365 Tenant — "Linked" (green tick + domain) or "Not matched" (grey).

Click any row to expand the subscription detail panel showing individual products, quantities, prices, and statuses.

Stats bar

Shows: Pax8 Clients count, M365 Tenants count, Matched count (green), Unmatched count.

How matching works

The system fetches all Pax8 companies and all Microsoft CSP customer tenants (via GET /v1.0/contracts from Partner Center), then attempts to match Pax8 company names to M365 tenant display names using fuzzy name matching.

If Microsoft Graph is not configured, all clients show "Not matched" — M365 matching is optional.

Required integrations & permissions

• Pax8 — mandatory. Configure in Settings → Integrations → Pax8.
• Microsoft Graph / Partner Center — optional. Configure in Settings → Integrations → M365 Partner Center.

Requires the view_finance permission.

User fields

Roles

Roles only set the default permissions at creation time. Permissions can be individually adjusted per user afterwards (see Permissions).

Creating a user

1. Click + Add User and fill in the fields.
2. On save, the permissions editor opens automatically so you can fine-tune the new user's access.
3. If an email address was provided, a welcome email is sent containing the username and temporary password.

Password management

• Admin reset: Edit a user and enter a new password. Leave blank to keep the existing password.
• Self-service: The "Change Your Password" form at the bottom of the Users page lets any logged-in user change their own password by entering their current password and a new one (minimum 6 characters).

A user cannot delete their own account.

All permissions

Editing a user's permissions

1. Go to Settings → Permissions (or Settings → Users).
2. Click Edit permissions next to any non-admin user.
3. Check or uncheck individual permissions.
4. The Company Access section lets you restrict which company dashboard tabs the user can see.
5. Click Save. Changes take effect on the user's next page load.

Admin users always have all permissions — their checkboxes are read-only.

Available integrations

Connection status badges

Each tile shows one of three states, checked live on page load:

• Connected (green) — credentials are present and valid.
• Not Configured (grey) — no credentials have been entered yet.
• Auth Failed / Error (red) — credentials are present but the connection test failed.

Special cases: Xero shows "Not Authorised" when credentials exist but the OAuth handshake hasn't been completed. ITQuoter performs a live API test call (not just a credentials-present check).

Navigating to an integration

Click any tile to open that integration's full configuration and data page. Each integration page has a Back button that returns to the integrations grid and refreshes all tile statuses.

SendGrid, Bicom, and Microsoft Graph use tabbed layouts within their pages.

Xero requires an OAuth flow — after entering credentials, click Connect Xero to complete the handshake.

Permissions

Dashboard types

All types show: active tickets, new tickets, unassigned tickets, average resolution time (30-day), kill rate (7-day and 30-day), and chart data.

Configuration fields

How it works

The public URL is <portal-url>/tv/<token> — no login required. The unique token in the URL is the only authentication. Stats are cached for 45 seconds to reduce database load.

Actions in the management UI: Copy URL, Open in new tab, Edit, Activate/Deactivate, Delete.

Permissions

Requires the manage_tv_displays permission (admin only by default). The public /tv/ URLs have no authentication — they are intentionally open for TV screens.

Cards

Deploy actions (admin only)

Health endpoint

The public GET /api/health endpoint (no auth required) returns:

• build — commit hash, branch, version, build time.
• uptime — seconds since server start.
• environment — dev or prod.
• database — host (masked), name, connected status.

Use this to verify a deployment succeeded by checking the commit hash after a pull.

Permissions

Overview

Shows three stat cards: Total Tables, Database Name (msp_dash), and Connection type (SSL). Lists all tables as clickable items — clicking one navigates directly to the Tables view with that table pre-selected.

Tables

Select any table from the dropdown to:

• View the column structure — each column shown as a badge with field name and type.
• Apply filters — text fields use LIKE %value%, numeric fields use exact match.
• Browse paginated data — default 100 rows, maximum 1,000 rows per page.

Only validated column names from DESCRIBE are accepted in filters, preventing SQL injection.

Query

Two tabs:

Query restrictions

Read queries block these keywords: DROP, DELETE, UPDATE, INSERT, ALTER, CREATE, TRUNCATE, UNION, SLEEP, BENCHMARK, and many others. Multiple statements (semicolons) are also blocked.

Write queries (admin only) additionally block: DROP TABLE, DROP DATABASE, TRUNCATE, DROP SCHEMA. ALTER, UPDATE, INSERT, and similar operations are permitted.

Permissions