Mikel from Gorelo

Service Delivery

A quick overview of each ticket status and examples

Ticket Statuses

Third Party Conversation

Checklists

Approvals

Stripped Domains (Unassociated Senders)

Documents

Forms

A dedicated Spam view to manage suspicious emails before they reach your ticket queue.

Spam

Feedback

Roadmap

Changelog

Getting Started

<div class="iframe-wrapper"><iframe src="https://www.youtube.com/embed/9_NB-IavKUs" frameborder="0" allowfullscreen="true" class="w-full shadow aspect-video rounded-xl" data-youtube-video=""></iframe></div>Custom Domains and email address can be used in Gorelo along with full HTML email templates.<h1 id="7a6ycp1attr" data-toc-id="7a6ycp1attr">Adding a custom domain</h1><ol><li>Navigate to Settings —&gt; Email —&gt; <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#email#settings">Settings</a></li><li>Click Add Domain in the top-right corner</li><li>Enter your domain name</li><li>Add the DNS records to your DNS provider and click Verify (note the ‘gorelo.’ subdomain on everything). <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929df4-d9dd-7704-bd2a-ee2f0c883cf6.png" data-width="100%" data-align="left"></li></ol><h1 id="sflcrx2ewo1" data-toc-id="sflcrx2ewo1">Adding/editing a custom email address</h1>Adding a custom domain will automatically create two custom email addresses that you can make changes to.<ul><li>help@ will be created as your default ticketing email address</li><li>accounts@ will be created as your default billing email address (outbound only)</li></ul><ol><li>Navigate to Settings —&gt; Email —&gt; <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#email#settings">Settings</a></li><li>Click the edit button on the far right of the help@ email address</li><li>Update any fields you need to:<ul><li>Configuration<ul><li>Display name: This is what appears as the name in Outlook/Gmail etc. when an email is received from this address.</li><li>Email: This is what appears as the From address and Reply-to in Outlook/Gmail etc.</li><li>Group: These groups will be automatically added to all tickets that are created from inbound emails to this address. Outbound sending is also limited to just these groups.</li><li>You can also Automatically apply clients, tags and users.</li></ul></li><li>Auto Response<ul><li>‘Contacts will receive an email when a new Ticket is created by them through email’ Toggle this on to generate an automatic response when a new ticket is received This is the Ticket Created Email template</li><li>‘Contacts will receive an email when a Ticket is merged’Toggle this on to generate an automatic response when a ticket has been merged (contacts of the source ticket)</li><li>‘Contacts will receive the emails for the ticket statuses selected below’ Toggle this on to generate an automatic response when a ticket status is changed to any of the selected. This is the Ticket Status Updated template</li></ul></li><li>Email Template Management<ul><li>Select either Ticket Created Email or Ticket Status Updated from the dropdown<ul><li>Preview shows you what the email will look like</li><li>Template is HTML and allows full customisation</li><li>Variables lists the available variables for both the subject and body of the email</li></ul></li></ul></li></ul></li><li>Click Save</li><li>Test sending an email from an unrelated email account (E.g Gmail) directly to the Forwarding Address <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929e0b-6d47-7fdc-b9c4-01d3e1638356.png" data-width="100%" data-align="left"></li></ol><h1 id="1aioo20ptle" data-toc-id="1aioo20ptle">Forwarding email to Gorelo</h1><ol><li>Navigate to Settings —&gt; Email —&gt; <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#email#settings">Settings</a></li><li>Copy the Forwarding Address of your default ticketing email address E.g <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="mailto:help@gorelo.gorelodomain.com">help@gorelo.gorelodomain.com</a><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929e0b-6d47-7fdc-b9c4-01d3e1638356.png" data-width="100%" data-align="left"></li><li>Navigate to your email provider</li><li>Find the matching mailbox (without the gorelo. subdomain) E.g <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="mailto:help@gorelodomain.com">help@gorelodomain.com</a></li><li>Configure this mailbox to forward to the Forwarding Address E.g <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="mailto:help@gorelo.gorelodomain.com">help@gorelo.gorelodomain.com</a></li><li>Test sending an email from an unrelated email account (E.g Gmail) to the matching mailbox E.g <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="mailto:help@gorelodomain.com">help@gorelodomain.com</a></li></ol><callout-component color="Accent">Tips!<ul><li>Make sure your email provider allows forwarding to external domains (on an individual mailbox level for security).</li></ul></callout-component>

Custom Domains

<div class="iframe-wrapper"><iframe src="https://www.youtube.com/embed/hrHMPNSwvqg" frameborder="0" allowfullscreen="true" class="w-full shadow aspect-video rounded-xl" data-youtube-video=""></iframe></div>Views are used to filter your data on each list E.g Tickets, Assets, Alerts. You can filter your data in many ways and then save this as a View. These Views can also be shared globally with your team.Client Focus is used when you want to filter based on a specific client. The Client Focus works in combination with your selected View. As an example, if you have a View that shows ‘Mine &amp; Unassigned’ tickets, then applying a Client Focus will filter the data to only show ‘Mine &amp; Unsigned’ for that specific client. The Client Focus also persists across all lists.<h3 id="maef6404tqb" data-toc-id="maef6404tqb">Creating a View</h3>We’ll use the Alerts list as an example here.<ol><li>Navigate to the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Alert/alerts">Alerts list</a></li><li>Click ‘Create a view’ at the bottom of the Views pane<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01928985-c0e1-7aee-b625-1211e3b20b6c.png" data-width="100%" data-align="left"></li><li>Enter the fields to filter the list<ul><li>Name: this is the name that shows in the Views pane (emojis work) E.g 🏹 Huntress</li><li>Keyword: this will filter by keyword in the Alert name (white text)</li><li>Clients: leave blank for all clients or choose specific clients</li><li>Severity: choose one or multiple severity levels</li><li>Type: choose one or multiple types</li><li>Ticketed: toggle on to show alerts that have been associated with a ticket</li><li>Ignored: toggle on to show alerts that have been ignored<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01928986-935e-794f-b5c8-a3b786bc3b19.png" data-width="100%" data-align="left"></li></ul></li><li>Click Save and navigate back to the Views pane</li></ol><callout-component color="Accent">Tips!<ul><li>The 3-dot menu beside each View can be used to:<ul><li>Edit: make changes to the View</li><li>Set Default: this is the view that will load automatically for you</li><li>Set Global: this will share the View to everyone in your organization (only Admins can do this)</li><li>Hide: this will put the View into the collapsible section called ‘Hidden Views’</li><li>Delete: this will delete the View</li></ul></li><li>Some lists will have toggles up the top-right to quickly make changes E.g show Ticketed/Ignored on the Alerts list</li></ul></callout-component><h3 id="7fd0doseirk" data-toc-id="7fd0doseirk">Using the Client Focus</h3>We’ll use the Alerts list as an example here.<ol><li>Navigate to the <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Alert/alerts">Alerts list</a></li><li>Click the Client Focus button in the top-right of the Views pane<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01928cee-deb9-7d16-9ed2-0659a2cfbdde.png" data-width="100%" data-align="left"></li><li>Enter the Client nameYour list will now be filtered by the View AND the Client Focus</li></ol><callout-component color="Accent">Tips!<ul><li>Client Focus persists across all lists in Gorelo. If you set the Client Focus on alerts and then navigate to Tickets, it will still be there.</li></ul></callout-component>

Views and Client Focus

Notifications are one of the most important features in Gorelo and it’s critical to make use of them properly. <h1 id="zsfw4xm74b6" data-toc-id="zsfw4xm74b6">Using notifications</h1>Here’s what notifications look like in a productions setting:<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929efa-887d-703a-9865-4cac389ebbbe.png" data-width="100%" data-align="left"><ul><li>The notification pane can be expanded by using the bell icon in the top-right. This pane can and should be kept open permanently to make sure nothing is missed. If collapsed, the bell icon will show how many new notifications have appeared since you last expanded.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929ef6-b20e-738b-a4f5-27861c30157f.png" data-width="100%" data-align="left"></li><li>Notification cards are generated per ticket — and subsequent notifications on the same ticket will stack the cards (just like iOS or Android) <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929ef9-f7b3-7845-9a31-6c573c2c0403.png" data-width="100%" data-align="left"></li><li>The 1st line is the title of the ticket The 2nd line is the Client name The 3rd line is the content of the notification E.g private comment, status change, time entry<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929efc-18a8-7aed-8f14-e4d309626f51.png" data-width="100%" data-align="left"></li></ul><ul><li>We deem public comments and @mentions (you or your groups) critical and will surface these as icons if they’re buried in the stack below.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929ef4-3970-7feb-9839-cb5550fdc76f.png" data-width="100%" data-align="left"></li><li>You can dismiss a single notification card by hovering and clicking the X in the top-right OR the entire stack by hovering and clicking ‘Dismiss all’.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929ef5-e410-732a-9daa-f0548302e24d.png" data-width="100%" data-align="left"></li></ul><h1 id="xy8obzalk84" data-toc-id="xy8obzalk84">Subscribing to notifications</h1>There are currently two types of ticket notifications you can choose to subscribe to or not — newly created tickets and tickets assigned to you. You can also choose to subscribe to Critical Alerts and receive them as a native iOS/Android notification.<ol><li>Navigate to your Profile icon up the top-right and then to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/application/setting">Settings</a></li><li>Scroll down to Notification Subscription</li><li>Toggle on/off where needed. <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929f02-c62c-7067-8a50-2d023ba7c284.png" data-width="100%" data-align="left"></li></ol><callout-component color="Accent">Tips!<ul><li>Larger MSPs will find they have most users toggling off ‘Ticket created’ to reduce noise and leave that to the triage team.</li></ul></callout-component>

Notifications

The Ticket Detail page is where all the action happens so it’s best to get familiar with it.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929f0c-ab30-70ee-abcf-4ed1be59d535.png" data-width="100%" data-align="left"><h1 id="wa5sf64w0cc" data-toc-id="wa5sf64w0cc">Header</h1><ul><li>Ticket Number and Ticket Title</li><li>Client and Location</li><li>To and Cc contacts</li><li>Status</li><li>3-dot menu with merge, billing override, label, banner, read/unread</li></ul><h1 id="tiryeqyx51x" data-toc-id="tiryeqyx51x">Timeline</h1><ul><li>Timeline tabs</li><li>Plus (+) button to add Third-party conversations, Shipment Tracking, <a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/en/help/articles/9221986-checklists">Checklists </a>and <a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/help/articles/7752412">Approvals</a></li><li>Timeline entries</li></ul><h1 id="p6fw8s00w4q" data-toc-id="p6fw8s00w4q">Comment Box</h1><ul><li>Click to type a private comment</li><li>Click ‘public comment’ to expand and type a public comment (sent via email)</li><li>Ticket Shortcuts just off to the right</li></ul><h1 id="iz8trycifio" data-toc-id="iz8trycifio">Info Panel</h1><ul><li>Add time entries and products</li><li>Add/remove assignees</li><li>Add/remove assets and uptime</li><li>Add/remove tags</li><li>change priority</li><li>Add/remove groups</li><li>Add to calendar</li></ul>

Ticket overview

Search is extremely accurate and powerful in Gorelo — and can be used in a few different ways. To access Search, navigate to the top-tight corner and click on the magnifying glass:<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01930837-46c2-7dfe-b3a6-cb1fd3d505b4.png" data-width="100%" data-align="left"><h1 id="zpk4p3qst7c" data-toc-id="zpk4p3qst7c">Quick Search</h1>The default search option is Quick Search — this will search across many areas of Gorelo: Tickets, Assets, Clients, Contacts, Invoices and Documents.To keep things quick, we only search ticket numbers and titles here. <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0193091c-c53a-7891-8cd6-cecc956c3fa8.png" data-width="100%" data-align="left"><h1 id="7ps6ql1a2fp" data-toc-id="7ps6ql1a2fp">Deep Search</h1>To search within ticket comments and time entries, you will need to switch to the Tickets tab.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0193091d-aafd-7e8e-a930-be6de70fab7c.png" data-width="100%" data-align="left"><h1 id="qs8rc3yp2y3" data-toc-id="qs8rc3yp2y3">Shortcuts</h1>Quick shortcuts appear on the right-side of each search result and can be a great way to skip a few clicks:<ul><li>Assets —&gt; CLI and Remote Connection</li><li>Clients —&gt; Tickets, Assets, Contacts, Invoices, Contracts and Docs</li><li>Contacts —&gt; Client and Tickets</li></ul><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019309e2-2175-79e5-9a0f-b50ff55af31c.png" data-width="100%" data-align="left"><h1 id="xmrws27afwb" data-toc-id="xmrws27afwb">Show All Tickets</h1>This is a great way to show all tickets chronologically — click the ‘Show All Tickets’ button up the top-right. You can also apply a Client Focus and date range to narrow things down.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019309e7-c00f-7635-b642-23ef85535a1b.png" data-width="100%" data-align="left">

Search

<h1 id="wlqpxbpakq4" data-toc-id="wlqpxbpakq4">Everywhere</h1><table style="minWidth: 50px"><colgroup><col><col></colgroup><tbody><tr><td colspan="1" rowspan="1">Press this</td><td colspan="1" rowspan="1">To do this</td></tr><tr><td colspan="1" rowspan="1">Ctrl + X</td><td colspan="1" rowspan="1">Close all tabs (except the current one)</td></tr><tr><td colspan="1" rowspan="1">Shift + T</td><td colspan="1" rowspan="1">Create a new ticket</td></tr><tr><td colspan="1" rowspan="1">Ctrl + left click</td><td colspan="1" rowspan="1">Open item in a new Gorelo tab E.g tickets/assets from the list</td></tr></tbody></table><h1 id="r3ial6rbao7" data-toc-id="r3ial6rbao7">Tickets</h1><table style="minWidth: 50px"><colgroup><col><col></colgroup><tbody><tr><td colspan="1" rowspan="1">Press this</td><td colspan="1" rowspan="1">To do this</td></tr><tr><td colspan="1" rowspan="1">Ctrl + Enter</td><td colspan="1" rowspan="1">Post expanded comment (Public etc.)</td></tr></tbody></table>

Keyboard shortcuts

<h1 id="5fmoflp5ceb" data-toc-id="5fmoflp5ceb">New</h1>This status is automatically applied to newly created tickets, whether submitted via email, portal, or manually. It indicates that the ticket has just entered the system and is under initial review or triage. E.g. a ticket created via email and triage is taking place through public comments will have the New status.<callout-component color="Red">A ticket cannot be manually changed to the New status</callout-component><h1 id="y3dqdcadpr1" data-toc-id="y3dqdcadpr1">Open</h1>This status indicates that the ticket is actively being worked on. The ticket has been assigned to a user, and initial work has begun to address the issue. E.g. once an user picks up a ticket and starts investigating or responding, it moves to Open.<h1 id="r14r0m4zxly" data-toc-id="r14r0m4zxly">On Hold</h1>This status shows that work on the ticket has temporarily stopped due to external reasons. It’s useful for situations where you're waiting on additional information or actions that are out of your control. E.g. you might set a ticket to On Hold while waiting for a client to return from vacation or for parts to be delivered. Users can provide a reason when changing a ticket to On Hold.<h1 id="q7tyl8c3zob" data-toc-id="q7tyl8c3zob">Solved</h1>This status indicates that the main request or issue has been resolved. However, there may still be tasks remaining, such as following up with the client for confirmation, logging time entries, or documenting the solution for future reference. E.g a printer issue has been fixed, but you're waiting to hear back from the client for confirmation.<h1 id="6osck4loprf" data-toc-id="6osck4loprf">Closed</h1>This is the final status, meaning that all tasks related to the ticket have been fully completed, and no further action is required. Once a ticket is marked Closed, it moves out of your active ticket queue and into the Approve &amp; Invoice queue for billing.

Third Party Conversations are used when you’d like to break out new email conversation thread but keep it on the same ticket for context E.g. contacting LOB application support for a clientThis will create a new conversation thread that’s completely separate from the Public thread. The new Third Party Conversation thread will NOT be sent to the To/Cc on the ticket.<h1 id="e2oxwqwsm4w" data-toc-id="e2oxwqwsm4w">Create Third Party Conversation</h1><ol class="tight" data-tight="true"><li>Create or navigate to an existing ticket</li><li>Click the + button in the timeline tab and add a Third Party Conversation</li><li>Search from existing contacts or type a name/email<ul class="tight" data-tight="true"><li>Cc’s can be added via the ‘Add more detail’ dropdown</li><li>Public comment thread can be added via the ‘Add more detail’ dropdown</li></ul><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01933c98-6709-7801-8910-3012bab3badf.png" data-width="50%" data-align="left"></li><li>Click ‘Save’</li><li>Type your email in the expanded Third Party Conversation comment box and click ‘Post‘ (note the purple tab color)<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01933c9b-ac7c-7b1e-8b9c-09408bf7380d.png" data-width="75%" data-align="left"></li></ol>

<div class="iframe-wrapper"><iframe src="https://www.youtube.com/embed/Xy452QgkPCA" frameborder="0" allowfullscreen="true" class="w-full shadow aspect-video rounded-xl" data-youtube-video=""></iframe></div>Checklists can be used to track your work and keep things consistent.<h3 id="qx2ckertt5m" data-toc-id="qx2ckertt5m">Creating and using checklists</h3><ol><li>Navigate to a ticket</li><li>Click the + button in the timeline tab and add a Checklist<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0192833f-4057-7eb5-a53a-3ec8bb9d9202.png" data-width="100%" data-align="left"></li><li>Modify the name (optional) and click Save</li><li>You can now add checklist items:<ul><li>Put your cursor in the Name field and type something E.g Order hardware</li><li>Assign someone and set a due date (both optional)</li><li>Click the ✔️ button to add (or press Enter if your cursor is still in the Name field)<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01928347-7ff2-7ace-991e-10806ca0ce56.png" data-width="100%" data-align="left"></li></ul></li></ol><callout-component color="Accent">Tips!<ul><li>Use the tick box to complete items (on the far left)</li><li>Use the grabby icon to rearrange items (on the far left)</li><li>Use Tab to indent items</li><li>Type // in the name field to embed items</li><li>Toggle ‘Incomplete Only’ to view only incomplete items (top-right)</li><li>Toggle ‘Assigned to me’ to view only items assigned to you (top-right)</li></ul></callout-component><h3 id="s5xcreoai52" data-toc-id="s5xcreoai52">Creating checklist templates</h3><ol><li>Create a checklist (as per above) that you would like to save as a template</li><li>Click the 💾 button (top-right) to save as a template<ul><li>Name: this is the name of the checklist template and it can be changed later E.g New Computer Setup</li><li>Visibility: this determines who can see and use this template<ul><li>Public = everyone</li><li>Private = only you</li><li>Shortcut = only visible via Ticket Shortcuts</li></ul></li><li>Click Save</li></ul></li></ol><h3 id="x13ay0wbtb6" data-toc-id="x13ay0wbtb6">Using and editing checklist templates</h3><ol><li>Create or navigate to an existing ticket</li><li>Click the + button in the timeline tab and add a Checklist<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0192833f-4057-7eb5-a53a-3ec8bb9d9202.png" data-width="100%" data-align="left"></li><li>From the Template dropdown, select the appropriate template</li><li>Use the Edit and Delete icons on the right<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0192834e-df17-7b70-92e9-e03a180e9d9c.png" data-width="100%" data-align="left"></li><li>Checklist templates can be edited in many ways<ul><li>Name can be changed</li><li>Order can be changed</li><li>Items can be added/remove</li><li>Assignees can be added/removed</li><li>Relative due dates can be set E.g 7 days would mean the item is due 7 days after the checklist template was added to the ticket</li></ul></li></ol>

<div class="iframe-wrapper"><iframe src="https://www.youtube.com/embed/SHdzDlPuIfg" frameborder="0" allowfullscreen="true" class="w-full shadow aspect-video rounded-xl" data-youtube-video=""></iframe></div>Approvals are used when you need to reach out to a Contact and have them approve something E.g a new laptop purchase or access to a specific SharePoint siteIndividual Contacts at each Client can be designated as an approver by assigning them a Contact Tag that has been marked as approver.<h3 id="zt87yfx6e57" data-toc-id="zt87yfx6e57">Create an Approver tag</h3><ol><li>Navigate to Settings —&gt; <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#tagmanagementsettings">Tags</a> —&gt; Contact Tags</li><li>Create a Contact Tag (down the bottom)<ul><li>Name: this is the name of the tag E.g ‘✅Special’</li><li>Mark as Approver: this is where you will configure it as an Approver tag — tick this box.</li><li>Description: this is where you can describe the tag in more detail. It’s internal and only visible here.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01928322-d1b6-7b60-aaec-ab85f285cc0b.png" data-width="100%" data-align="left"></li></ul></li></ol><h3 id="lim276iofrm" data-toc-id="lim276iofrm">Designate a contact as an Approver</h3><ol><li>Navigate to the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app-preview.gorelo.io/CRM/contact-list">Contact list</a></li><li>Click the Contact you wish to designate as an Approver<ul><li>From the Contact Tags dropdown, select the newly created ‘✅Special’ tag</li><li>In the Description field, describe anything extra related to what they can/can’t approve (or leave blank) E.g can only approve Engineering related requests<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01928334-7edb-7b0c-b92c-d910b3bf768c.png" data-width="100%" data-align="left"></li></ul></li></ol><ol start="5"><li>Click Update</li></ol><h3 id="f24k1b26kei" data-toc-id="f24k1b26kei">Initiate the Approval flow</h3><ol><li>Create or navigate to an existing ticket (make sure the Client has at least one Contact with an Approver tag).</li><li>Click the + button in the timelien tab and add an Approval<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01928332-a268-7770-93ac-6f82d9429227.png" data-width="100%" data-align="left"></li><li>Select one or multiple Contacts that you’d like to email</li><li>Type the Approval comment</li><li>Click Submit to send the email</li></ol><callout-component color="Accent">The selected Contacts will receive an email with the comment you typed and YES/NO buttons to Approve or Deny the approval request.</callout-component>

In Gorelo, we have the concept of ‘Stripped Domains’. These are domains that you specify should not be associated with any particular Client or Contact — essentially, stripping the client and contact from them when a ticket is generated. In addition, Gorelo will not send an automatic response to the sender.A great example of this would be for Huntress. If you’ve configured Huntress to email Incident Reports to your help/support address, you likely don’t want everything coming from <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="mailto:noreply@huntress.io">noreply@huntress.io</a> to be associated with a single client or contact. Instead, you want these fields to be blank so you can easily assign the correct client.<h1 id="54pieqtaqxz" data-toc-id="54pieqtaqxz">Add stripped domain</h1><ol><li>Navigate to Settings —&gt; Email —&gt; <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#email#strippeddomains">Stripped Domains</a></li><li>Click ‘+ Stripped Domain’ in the top-right</li><li>Enter the domain name E.g <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="http://huntress.io">huntress.io</a></li><li>Click Save</li></ol>

In Gorelo, we have two types of documents — Unstructured and Structured. Unstructured documents are what you’re used to — a free flowing document like Word or Notion. This is great for documenting a ‘how to’ guide but not the best fit for something where very specific information needs to be captured,Structured documents are a bit different — they’re based on forms. You essentially build out a form that asks for the specific information you want to capture. You then fill this form for each entry you want to add E.g. each printer, network rack, application and more.<h1 id="by04la3c82i" data-toc-id="by04la3c82i">Create an Unstructured Document</h1><ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Document/document-list">Documents</a> in the main menu(These are your internal organization documents and do not belong to any specific client)</li><li>Click ‘Create a document’ down the bottom-left to create a new top-level document</li><li>Give the document a title</li><li>Add content to the document by typing whatever you want Or add a block by typing forward slash ‘/’ E.g. formatting, code, table, image carousel etc.</li><li>Click ‘Save’ up the top-right</li></ol><callout-component color="Accent">Tips!<ul><li>Nested documents can be created via the 3-dot menu on each document</li><li>A blank document with nested documents will display the nested documents in a list</li><li>Formatting text as a heading will then display the heading in the contents bar on the far right</li><li>Drag-and-drop attachments directly onto the document while editing to upload (they appear in the bottom-left of the document)</li></ul></callout-component><h2 id="7ccrrodkf82" data-toc-id="7ccrrodkf82">The 3-dot menu</h2>The 3-dot menu allows for extra functionality. This can be accessed via the hover 3-dot in the document list or via the 3-dot menu on the far-right of each document.<ul><li>Star: this allows you to star your favorite documents for easier access</li><li>New nested document: this creates a new nested document below your selection</li><li>Copy link: this copies a direct link to this document for use in Teams etc. (user must have access to Gorelo to use this)</li><li>Duplicate: this duplicates the current document and places it at the same level</li><li>Move: this allows you to move a document anywhere in Gorelo (including to other Clients)</li><li>Archive: this archives the document (accessible via the Archive button down the bottom left)</li><li>Open in new tab: this open the document in a new Gorelo tab</li><li>Restore previous version: this allows you to see previous version history and restore</li><li>Make public: this publishes the document to the Client Portal (your organization documents will be published to the portal for ALL clients, documents under specific clients will only be published to the portal for that specific client)</li></ul><h1 id="y62l8aqyw75" data-toc-id="y62l8aqyw75">Client Focus and Documents</h1>The client Focus works a little bit differently on Documents. When there is no Client Focus set, the documents you see belong to your internal organization. When you set a Client Focus, the documents you see belong to that specific client.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01931e2a-8894-794c-8dbd-457b1973b579.png" data-width="100%" data-align="left"><h1 id="5kp7f8rs004" data-toc-id="5kp7f8rs004">Create a Structured Document</h1>A structured document comes in two parts — the structured document template and the entries it generates. We’ll first need to create a template before we can generate entries from it.<h2 id="75o4mofzerr" data-toc-id="75o4mofzerr">Structured Document Template</h2><ol><li>Navigate to Settings —&gt; <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#documentstructure">Documents</a></li><li>Click ‘Create structured document’ down the bottom-left</li><li>Give the Structured Document a title (this will be used as the name in the left-menu and supports emojis)</li><li>Build out your structured document template with question/answer fields by typing ‘/’ to or clicking the + button on hover</li><li>Select the fields you’d like to show in the list of entries</li><li>Select a field you’d like to use as the title of the entry</li><li>Click ‘Save’ up the top-right</li></ol><callout-component color="Accent">Tips!<ul><li>The Question name becomes to the title of the column</li><li>The little star in the top-right corner of the field will make it a required field</li><li>Assets/Contacts/Documents/Uptime fields will allow you to select existing items for the associated client</li><li>Conditional Logic allows you to show/hide fields</li><li>The 3-dot menu allows you to restore previous versions of the structured document template</li></ul></callout-component><h2 id="z6py3sqe7x6" data-toc-id="z6py3sqe7x6">Structured Document Entry</h2><ol><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Document/document-list">Documents</a> in the main menu</li><li>Set your Client Focus</li><li>Select your Structured Document title from the left-menu E.g. Licenses in the screenshot below</li><li>Click ‘New’ to create an entry</li><li>Fill in the required fields and click ‘Save’</li><li>You will now see a new entry in the list</li></ol><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01931e39-6e30-7cea-a41e-fd0b17d3d2d6.png" data-width="100%" data-align="left"><h1 id="y62l8aqyw75" data-toc-id="y62l8aqyw75"></h1>

Forms can be used to capture information from end-users — think hardware requests, user lifecycle, client information etc.<h1 id="zsoef6dlwo2" data-toc-id="zsoef6dlwo2">Create a form</h1><ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/form/form-list">Forms </a>from the menu</li><li>Click ‘Create form’ down the bottom-left</li><li>Give the form a title (this is what the client will see)<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b4f-27c4-7bf8-bb3b-d74554069720.png" data-width="100%" data-align="left"></li><li>Create a new field block by click the + button or typing ‘/’ <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b50-436f-7c8e-8ff9-faf3cd845070.png" data-width="100%" data-align="left"></li><li>Choose ‘Question + Short Answer’</li><li>Give the field block a title of ‘First Name’</li><li>Click the ‘required’ toggle to make this field mandatory</li><li>Click ‘Save’ up the top-right<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b55-97e7-75c8-970b-d2e114b7d0f4.png" data-width="100%" data-align="left"></li><li>Click ‘Preview’ up the top-right to see what the form will look like</li><li>Click ‘Go Back’ up the top-right to navigate back to the Form editor and continue with additional fields</li></ol><h1 id="5mca7co0k1i" data-toc-id="5mca7co0k1i">Use a form</h1><h2 id="4tai172rs63" data-toc-id="4tai172rs63">Generate a form link</h2><ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/form/form-list">Forms </a>from the menu</li><li>Select the form on the left</li><li>Click the ‘Submission Link’ button up the top-right to copy the link</li></ol><callout-component color="Accent">Tips!<ul><li>Form links are one-time use and will expire after 7-days</li><li>This form will generate a new ticket based on the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/en/help/articles/4196437-forms#3e863yrs1ok">Form Settings</a></li></ul></callout-component><h2 id="qs3kziop4s2" data-toc-id="qs3kziop4s2">Generate a form link from an existing ticket</h2><ol><li>Create or navigate to an existing ticket</li><li>Click ‘public comment’ in the comment box<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b5f-9d66-7516-ab4f-b7276f9c51c1.png" data-width="100%" data-align="left"></li><li>Type ‘Click here’ and highlight the word ‘here’</li><li>Click the ‘Generate form link’ button<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b62-eade-740f-953c-62f2334714be.png" data-width="100%" data-align="left"></li><li>Click the appropriate form to link</li></ol><callout-component color="Accent">Tips!<ul><li>Form links are one-time use and will expire after 7-days</li><li>This form will generate a submission on the existing ticket</li></ul></callout-component><h2 id="e1dcklyfop4" data-toc-id="e1dcklyfop4">Submit a form via the Client Portal</h2><ol><li>Sign in to the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://portal.gorelo.io/">client portal</a></li><li>Published forms will appear to the right of ‘Request Support’<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b69-6553-7426-8b8b-73d4b17684d2.png" data-width="100%" data-align="left"></li></ol><h1 id="5myw5er1cp5" data-toc-id="5myw5er1cp5">View form submissions</h1><ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/form/form-list">Forms </a>from the menu</li><li>Select the form on the left</li><li>Submissions will appear in the table on the right (under the Submissions tab)<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b6d-180c-7795-9008-814c3f14bb42.png" data-width="100%" data-align="left"></li></ol><h1 id="3e863yrs1ok" data-toc-id="3e863yrs1ok">Form Settings</h1><h2 id="3t6bfyt6owy" data-toc-id="3t6bfyt6owy">Name</h2>To change the internal name of the form:<ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/form/form-list">Forms </a>from the menu</li><li>Select the form on the left</li><li>Click the edit icon to the right of the existing form name<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b34-5ae5-7bcb-ab35-75a84cb70d33.png" data-width="100%" data-align="left"></li><li>Change the name and click ‘Update’</li></ol><h2 id="8p3y4arf3lc" data-toc-id="8p3y4arf3lc">Description </h2>To change the internal description of the form:<ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/form/form-list">Forms </a>from the menu</li><li>Select the form on the left</li><li>Click the edit icon to the right of the description field<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b37-7a27-7e95-888a-a56ad7e42634.png" data-width="100%" data-align="left"></li><li>Add/change the description and click the save icon</li></ol><h2 id="2l6dm73ewmz" data-toc-id="2l6dm73ewmz">Groups</h2>One or more Groups can be automatically added to a ticket created via a form. You can also choose to notify those groups on ticket creation.<ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/form/form-list">Forms </a>from the menu</li><li>Select the form on the left</li><li>Select the ‘Settings’ tab</li><li>Select the Group(s) you’d like to automatically apply via the dropdown<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b46-950c-7e5c-86ab-a7d8b0ba4928.png" data-width="100%" data-align="left"></li><li>Toggle on ‘Notify group’ to generate a notification to those group members when a ticket is created via this form</li><li>Click ‘Save changes’ at the bottom</li></ol><h2 id="2cdmb5r5soi" data-toc-id="2cdmb5r5soi">​Tags</h2>One or more Tags can be automatically added to a ticket created via a form.<ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/form/form-list">Forms </a>from the menu</li><li>Select the form on the left</li><li>Select the ‘Settings’ tab</li><li>Select the Tags(s) you’d like to automatically apply via the dropdown<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b45-dc0e-7ec8-8253-f53acdcfdffc.png" data-width="100%" data-align="left"></li><li>Click ‘Save changes’ at the bottom</li></ol><h2 id="4e04pcdwsp2" data-toc-id="4e04pcdwsp2">Clients</h2>Forms can be set so only certain Clients have access to them. This is a great way to reduce clutter when generating a form link from an existing ticket.<ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/form/form-list">Forms </a>from the menu</li><li>Select the form on the left</li><li>Select the ‘Settings’ tab</li><li>Select the Tags(s) you’d like to automatically apply via the dropdown<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b47-5c6e-7b1c-8c35-4dd57e01cf23.png" data-width="100%" data-align="left"></li><li>Click ‘Save changes’ at the bottom</li></ol><h2 id="54zzlw3bwab" data-toc-id="54zzlw3bwab">Allow in Portal</h2>Forms can be published to the Client Portal for self-serve. If a Client is specified, then it will only be published to their portal. If no client is specified, then it will be published to the portal for ALL Clients.<ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/form/form-list">Forms </a>from the menu</li><li>Select the form on the left</li><li>Select the ‘Settings’ tab</li><li>Toggle on ‘Allow in portal’ to publish this form to the client portal (for the specified clients)<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01936b45-86c7-7e05-a622-efd2b99e0ef7.png" data-width="100%" data-align="left"></li></ol>

The Spam view can be accessed via the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Ticket/ticket-list">Ticket List</a> → Spam (above the ‘Create a View’ button)<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01942e87-f14f-741c-ad4e-ef5964ad7a6a.png" data-width="50%" data-align="left">The system intercepts potential spam emails and holds them for review, displaying:<ul><li>Time Received</li><li>Subject</li><li>Sender</li><li>Spam Score</li><li>Recipient</li></ul><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01942e87-7076-7501-9cc4-285c80b04ba1.png" data-width="100%" data-align="left">Each intercepted email offers two actions:<ul><li>Create Ticket: Converts legitimate emails to tickets</li><li>Delete: Removes the unwanted email (cannot be undone)</li></ul><callout-component color="Yellow">Currently, our filtering thresholds are extremely conservative to minimize false positives. Protection levels will increase with additional email volume and as patterns emerge.</callout-component>

Remote monitoring and management, uptime, policies, scripts & more!

Remote Management

The Gorelo agent can be installed via a PowerShell command (recommended) or via a manual executable. If using a client specific installer, it will automatically associate with the specified client/location. If using the generic installer, it will be ready for adoption.We only support Operating Systems that are currently supported by the vendor themselves (Microsoft/Apple).<ul><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://endoflife.date/windows">https://endoflife.date/windows</a></li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://endoflife.date/windows-server">https://endoflife.date/windows-server</a></li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://endoflife.date/macos">https://endoflife.date/macos</a></li></ul><h1 id="mcemr1bpyd3" data-toc-id="mcemr1bpyd3">Install the generic agent via PowerShell</h1><ol><li>Navigate to the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/asset-list">Assets List</a> in the main menu</li><li>Hover over the ‘+Assets’ button in the top-right and click ‘Agent Asset’<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01932497-8f07-7f68-8993-c097582b222d.png" data-width="50%" data-align="left"></li><li>Click ‘Request Agent’ in the popup<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01932498-4258-70c2-b16c-4dee03d4f6a8.png" data-width="75%" data-align="left"></li><li>Copy the PowerShell command, paste into PowerShell on the target computer and press Enter</li><li>Click the ‘Adopt’ button in the Client/Location column once the agent asset appears in the asset list (this can take a few minutes to appear based on internet bandwidth)<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0193249a-5029-735d-b490-84da7840808d.png" data-width="100%" data-align="left"></li><li>Select the correct Client/Location and click ‘Save’ to Adopt</li></ol>For troubleshooting, see the ‘<a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/en/help/articles/4395355-gorelo-agent-wont-install">Gorelo agent won’t install</a>’ article

Install the Gorelo Agent

This script will carry out a clean uninstall of the Gorelo agent<multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;# Stop all Gorelo-related processes\n$processes = \&quot;Gorelo.Rmm.Installer\&quot;, \&quot;Gorelo.Rmm.Installer.Handler\&quot;, \&quot;Gorelo.RemoteManagement.Shell\&quot;, \&quot;Gorelo.RemoteManagement.Agent\&quot;, \&quot;TrayApp\&quot;\n$processes | ForEach-Object { Stop-Process -Name $_ -Force -ErrorAction Ignore }\n\n# Delete Gorelo services\n\&quot;gorelo.rmm.installer\&quot;, \&quot;gorelo.rmm.shell\&quot; | ForEach-Object {\n if (Get-Service -Name $_ -ErrorAction Ignore) { sc.exe delete $_ }\n}\n\n# Remove Gorelo program folder\nRemove-Item -Path \&quot;$Env:ProgramFiles\\Gorelo\&quot; -Recurse -Force -ErrorAction Ignore -Confirm:$false;\nRemove-Item -Path \&quot;$Env:ProgramFiles (x86)\\Gorelo\&quot; -Recurse -Force -ErrorAction Ignore -Confirm:$false;\n\n# Remove Gorelo registry key\n# Note: Retaining this key will allow for a repair install\nRemove-Item \&quot;HKLM:\\SOFTWARE\\Gorelo\&quot; -Recurse -Force -ErrorAction Ignore&quot;,&quot;id&quot;:&quot;84e2fb92-186e-4942-a532-395d59161d48&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="84e2fb92-186e-4942-a532-395d59161d48"></multicode-component>

Uninstall the Gorelo Agent

<div class="iframe-wrapper"><iframe src="https://www.loom.com/embed/27f67057ef594ad68beecd7d55ce7969?sid=9b30a9f1-a2f1-4a49-97c0-5f0f13aa4a87" frameborder="0" allowfullscreen="true" class="w-full shadow aspect-video rounded-xl" data-loom-video=""></iframe></div>Asset tags are used to automatically group assets together based on discovered information (services, apps, features etc.) or by manually assigning the tag.Gorelo has a few built-in tags that will always be present and the rest will come from your own custom tags.<h3 id="azkttmtyzds" data-toc-id="azkttmtyzds">Built-in tags</h3><ul><li>All: will be present on ALL assets.</li><li>Client Name: such as ‘Acme Corp’</li><li>Client Location: such as ‘123 Fake Street (Acme Corp)’</li><li>OS Type: Windows Workstation, Windows Server or MacOS Workstation</li></ul><h3 id="dyyarq43x41" data-toc-id="dyyarq43x41">Custom tags</h3><ol><li>Navigate to Settings —&gt; <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app-preview.gorelo.io/Admin/admin-settings#tagmanagementsettings">Tags</a> —&gt; Asset Policy Tags</li><li>Create an Asset Tag (down the bottom)<ul><li>Tag: this is the name of the tag E.g ‘Veeam B&amp;R’</li><li>Sticky: the tag can be automatically added but not automatically removed (see NOTE)</li><li>Property: choose from Apps, Services, Registry Key and Windows Features</li><li>Condition: choose the appropriate condition</li><li>Value: enter the expected value </li></ul></li></ol><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019245d0-e532-7bda-a285-810091c868fb.png" data-width="100%" data-align="left"><callout-component color="Yellow">Tag expressions are evaluated roughly every ~6 hours and immediately when the Gorelo.Rmm.Shell service is started (at first boot or manually).</callout-component><callout-component color="Accent">Sticky should be used when you have policies attached with important checks (like backup monitoring). In the event someone accidentally uninstalls Veeam, the tag would remain and the Veeam backup check would continue to alert. These tags can be manually removed once the expression no longer matches.</callout-component>

Asset Tags

<div class="iframe-wrapper"><iframe src="https://www.youtube.com/embed/eKBuwQvTOHc" frameborder="0" allowfullscreen="true" class="w-full shadow aspect-video rounded-xl" data-youtube-video=""></iframe></div>Policies are used to distribute checks, plugins, and scripts to assets via the use of tags. Let's create our first policy to distribute the Screenconnect plugin to all workstations.<ol><li>Navigate to <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Asset/policy-management">Policies</a> from the menu</li><li>Click 'Create a policy' down the bottom-left</li><li>Name the policy 'Base Workstation'</li><li>Add the 'Workstation' tag under 'Must match all these tags'</li></ol><img src="https://downloads.intercomcdn.com/i/o/911921042/6845104743ccd3a61d4afd56/policies1.gif?expires=1727892000&amp;signature=0bda6ce0528bf989e4b5d9775ee09c5624a2b4693d299f5df37cdf85df943dc6&amp;req=fSEmH8t%2FnYVdFb4V1XW4gUOSB7xj2BdX4LBr%2BIFyytcex8wMJyst3M3CQeU5%0ApJDXAgZdnrws7VhvQE8%2BELUtSw%3D%3D%0A" data-width="100%" data-align="left"><ol start="5"><li>While 'Base Workstation' policy is selected in the left-column, hover Add, choose Plugin and select Screenconnect</li><li>Distribute the policy up the top-left</li></ol><img src="https://downloads.intercomcdn.com/i/o/911921467/9c5e99347eebb5ad18a5e919/policies2.gif?expires=1727892000&amp;signature=48a11bba9a4f914a66ff3b844bad5400c3f82067aea28b0c56499041eaae4ae6&amp;req=fSEmH8t%2FmYdYFb4V1XW4gduBbMAaN18lHVQvxdwp47BkEpH1RtJlyHvmbgo3%0Ao5NkQW%2BI6FkQYlHDV3qbd83lbw%3D%3D%0A" data-width="100%" data-align="left">The same process can be adapted for any check/plugin/script.<blockquote>We apply policies much like a router's Access Control List (ACL). Checks/Plugins/Scripts are applied hierarchically from top to bottom. If an identical item exists higher in the hierarchy, it overrides those lower down. A good example would be Windows Patch Mangement in your 'Base Workstation' policy right at the bottom. Further up the list you would then create a client-specifc policy with Windows Patch Mangement and this would override the one in your 'Base Workstation' policy.</blockquote>

Distribute checks, plugins, and scripts to assets

Policies

For anything that can’t be done natively with checks and plugins, scripts are the answer!<h1 id="cew58acd4y6" data-toc-id="cew58acd4y6">Create a script</h1><ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/script-list">Scripts </a>from the main menu</li><li>Click ‘Create a script’ down the bottom-left</li><li>Give the script a title</li><li>Type or paste your script in the editor field E.g <code>ipconfig</code></li><li>Click ‘Save’ up the top-right</li></ol><h1 id="10x372c70bl" data-toc-id="10x372c70bl">Extra Settings</h1><ul><li>Script type: this will change the script type from default PowerShell to either Command Line or Bash. PowerShell and Command Line is exclusive to Windows and Bash is exclusive to macOS.</li><li>Timeout: this allows you to set the timeout period of the script in minutes</li><li>Run as user: this will run the script in the context of the most recently logged on user</li><li>Variables: this is a list of variable available in Gorelo that you can use. Creating <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#asset#assetcustomfields">custom assets fields</a>, <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#crm#clientcustomfields">custom clients fields</a> and <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#asset#filerepository">custom files</a> will populate this list.</li></ul><callout-component color="Accent">Tip!<ul><li>See <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/dashboard/articles/4292429">GoreloAction</a> for additional functionality via custom fields and alerting</li></ul></callout-component><h1 id="7ay1mxka7c3" data-toc-id="7ay1mxka7c3">Testing your script</h1>We make it extremely easy to test your script<ol><li>Open or create a new script</li><li>Place your cursor in the ‘Asset’ field at the bottom of the page</li><li>Type the hostname of the asset you’d like to test against</li><li>Click ‘Run’</li></ol><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019323ca-8565-72e2-a53e-45a1b1d576d7.png" data-width="100%" data-align="left">

Scripts

GoreloAction is a command-line utility that enables PowerShell scripts to interact with Gorelo — it currently supports generating alerts and writing to custom asset fields.<h1 id="0e4wz6k0fpi" data-toc-id="0e4wz6k0fpi">Generate alert with GoreloAction</h1><pre><code>GoreloAction -Alert -Severity &lt;Int&gt; -Name &lt;String&gt; -Description &lt;String&gt; -Suppress &lt;Int&gt;</code></pre><h3 id="c2ifsryarox" data-toc-id="c2ifsryarox">Parameters</h3><ul><li><code>-Alert</code>: Specifies alert creation mode</li><li><code>-Severity</code>: Sets the severity level (Integer)<ul><li>1: Critical</li><li>2: Error</li><li>3: Warning</li></ul></li><li><code>-Name</code>: Title/name of the alert in Gorelo</li><li><code>-Description</code>: Detailed description of the alert in Gorelo (optional)</li><li><code>-Suppress</code>: Alert suppression duration in hours (optional and defaults to 4, use 0 for no suppression)</li></ul><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;GoreloAction -Alert -Severity 1 -Name \&quot;NameHere\&quot; -Description \&quot;DescriptionHere\&quot; -Suppress 0&quot;,&quot;id&quot;:&quot;a6ed62b3-ba91-46aa-aeab-1c4dca407efd&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="a6ed62b3-ba91-46aa-aeab-1c4dca407efd"></multicode-component><h1 id="5mte5l15f21" data-toc-id="5mte5l15f21">Write to custom asset field with GoreloAction</h1><pre><code>GoreloAction -SetCustomField -Name &lt;String&gt; -Value &lt;String&gt;</code></pre><h3 id="1x7c22z2s5p" data-toc-id="1x7c22z2s5p">Parameters</h3><ul><li><code>-SetCustomField</code>: Specifies custom field write mode</li><li><code>-Name</code>: Field identifier (format: 'asset.fieldname' — remove $gorelo: from the variable)</li><li><code>-Value</code>: Data to be stored in the field</li></ul><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;GoreloAction -SetCustomField -Name 'asset.rustdeskPassword' -Value \&quot;SecurePassword123\&quot;&quot;,&quot;id&quot;:&quot;a6ed62b3-ba91-46aa-aeab-1c4dca407efd&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="a6ed62b3-ba91-46aa-aeab-1c4dca407efd"></multicode-component>

GoreloAction (via PowerShell)

Gorelo can check internet connections via ICMP and websites via HTTP to alert you when they’re offline.<h1 id="2ce8l4c8fz0" data-toc-id="2ce8l4c8fz0">Create an Uptime check</h1><ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/check-list">Uptime </a>from the main menu</li><li>Click ‘+Uptime’ up the top-right</li><li>Fill each required field:<ul><li>Type: pick from ICMP (ping), HTTP or TCP</li><li>IP/URL: specify the IP or URL you want to check</li><li>Client and Location: associate the check with a Client and Location</li><li>Description: give the check a description (optional)</li><li>Check Frequency: how often the check will run (in minutes)</li><li>Rechecks: how many times the recheck will run after initial failure but before it alerts (every 15 seconds)</li><li>Region: where the check will come from — Seattle, Sydney, UK, Frankfurt</li><li>ISP Connection Link: an external URL that works as a quick shortcut from the list and ticket detail (optional)</li><li>Tags: an easy way to categorise and group checks (optional)</li></ul></li><li>Click ‘Add’ at the bottom</li></ol><h1 id="ptlk5faooac" data-toc-id="ptlk5faooac">Automatically adopt agent asset via Uptime</h1>Generic agent assets can be automatically adopted based on the WAN IP when they first check in. If this WAN IP is in Gorelo as an Uptime check and ‘Adopt Client Assets’ is toggled on, then we will automatically adopt these assets under the appropriate Client/Location.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0193249e-b4ae-71c9-b0ae-1201c9e53b8c.png" data-width="100%" data-align="left">

Uptime

Agent Assets, Uptime and Scripts are all capable of generating Alerts. Once an Alert is generated, you can either create a ticket or ignore the particular occurrence of the alert. <h1 id="ty3lfb3r7cm" data-toc-id="ty3lfb3r7cm">Generate a test alert</h1><ol><li>Navigate to the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/asset-list">Assets List</a> from the main menu</li><li>Click on an agent asset that’s currently online</li><li>Navigate to the CLI tab down the left-side</li><li>Generate a test alert by pasting the following command into the CLI of an asset:</li></ol><pre><code>GoreloAction -Alert -Severity 1 -Name "NameHere" -Description "DescriptionHere" -Suppress 0</code></pre><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01933913-882e-79c8-afab-d0d60a6fc7bc.png" data-width="100%" data-align="left">See <a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/dashboard/articles/4292429">GoreloAction </a>for more detail<h1 id="5br3d2fs27p" data-toc-id="5br3d2fs27p">Create ticket from an alert</h1><ol><li>Navigate to the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Alert/alerts">Alerts List</a> from the main menu</li><li>In the Everything view, you should see the newly generated alert with the following details (but a different asset name):<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01933923-2363-7c8e-9a07-121cf40cdac2.png" data-width="100%" data-align="left">(<a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/en/help/articles/5220893-alerts#ty3lfb3r7cm">Generate a test alert</a> if you do not see anything)</li><li>Click the ‘Create Ticket’ button on the far right<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01933922-9a29-7d38-b582-dfd1ad1f9d90.png" data-width="100%" data-align="left"></li><li>Fill in the appropriate details and click ‘Create’</li></ol><h1 id="74b33psfoc8" data-toc-id="74b33psfoc8">Ignore an alert</h1><ol><li>Navigate to the <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Alert/alerts">Alerts List</a> from the main menu</li><li>In the Everything view, you should see the newly generated alert with the following details (but a different asset name):<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01933923-0fee-7bb8-9cd2-56cdb30b3feb.png" data-width="100%" data-align="left">(<a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/en/help/articles/5220893-alerts#ty3lfb3r7cm">Generate a test alert</a> if you do not see anything)</li><li>Click the ‘Ignore’ button on the far right<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01933922-e46a-7692-87d6-94c93b1b84b9.png" data-width="100%" data-align="left"></li></ol><callout-component color="Accent">Tips!<ul><li>Ignoring an alert will clear just that particular occurrence of the alert (and stack). It will not stop the alert from generating again.</li><li>Critical alerts can be subscribed to so they appear as native iOS/Android notifications on your mobile device. Navigate to your <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/application/setting">Profile Settings</a> on the web and toggle on the Critical Alert subscription.</li></ul></callout-component>

Alerts

Common Problems

<h1 id="dfbscbzxadt" data-toc-id="dfbscbzxadt">Problem</h1>You’ve uninstalled the old antivirus and yet it continues to show in the antivirus tab<h1 id="r1lzocforrx" data-toc-id="r1lzocforrx">Solution</h1>Remnants of the old antivirus are still in the Windows Security Center<ol><li>Open an elevated PowerShell window</li><li>Run the following command to view the antivirus products registered in the Window Security Centre (take note of the</li></ol><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;WMIC /Node:localhost /Namespace:\\\\root\\SecurityCenter2 Path AntiVirusProduct get * /value&quot;,&quot;id&quot;:&quot;63d9c904-1d05-40a8-a4eb-2ddc495ef8b3&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="63d9c904-1d05-40a8-a4eb-2ddc495ef8b3"></multicode-component><ol start="3"><li>Run the WMI tester command</li></ol><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;WBEMTEST &quot;,&quot;id&quot;:&quot;63d9c904-1d05-40a8-a4eb-2ddc495ef8b3&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="63d9c904-1d05-40a8-a4eb-2ddc495ef8b3"></multicode-component><ol start="4"><li>Click Connect</li><li>Enter ‘root/securitycenter2‘ in the Namespace field and click Connect</li><li>Now in the IWbemServices section, click Query…</li><li>Enter ‘SELECT * from Antivirusproduct‘ and click Apply</li><li>Select the old antivirus and click Delete</li></ol>

Antivirus tab shows old entries

Occasionally, you may run into issues installing the Gorelo agent. Here are a few things to consider.<h1 id="f57bbri4kp5" data-toc-id="f57bbri4kp5">Supported Operating Systems</h1>We only support Operating Systems that are currently supported by the vendor themselves (Microsoft/Apple).<ul><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://endoflife.date/windows">https://endoflife.date/windows</a></li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://endoflife.date/windows-server">https://endoflife.date/windows-server</a></li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://endoflife.date/macos">https://endoflife.date/macos</a></li></ul><h1 id="pr1itopw44i" data-toc-id="pr1itopw44i">Prerequisite check via PowerShell</h1>We’ve built a simple prerequisite check via PowerShell that you can run. <ol><li>Open an elevated PowerShell window on the computer experiencing agent issues</li><li>Paste the following command and press enter:</li></ol><pre><code>Invoke-Expression (Invoke-WebRequest -Uri "https://gist.githubusercontent.com/mikelgorelo/e5bcac91d2fddd165a2fd56a675ebb3a/raw/74164b47264b726910745327af0f7de56f46632a/gorelo-check.ps1" -UseBasicParsing).Content</code></pre><ol start="3"><li>Work through resolving any failures as per below and make sure this persists across PowerShell sessions and reboots.</li></ol><h2 id="0qmk8lia4ly" data-toc-id="0qmk8lia4ly">1. PowerShell Version Check</h2>Failure Message: <code>FAIL: PowerShell version X.X is below the required version 5.1</code>Troubleshooting:<ul><li>Download and install Windows Management Framework 5.1 from Microsoft</li><li>For Windows 10/11, use Windows Update to update PowerShell</li><li>Verify installation with <code>$PSVersionTable.PSVersion</code></li></ul><h2 id="prtfbodqd24" data-toc-id="prtfbodqd24">2. System Drive Space Check</h2>Failure Messages:<ul><li><code>FAIL: Free space is less than 300 MB (Current: X MB)</code></li><li><code>FAIL: Unable to get drive info</code></li><li><code>FAIL: Unable to get System Drive</code> </li></ul>Troubleshooting:<ul><li>Run Disk Cleanup to free up space</li><li>Check for and remove large unnecessary files</li><li>Verify system drive is accessible and mounted correctly</li><li>Check disk health with <code>chkdsk /f</code></li></ul><h2 id="pprzf57szdo" data-toc-id="pprzf57szdo">3. Processor Architecture Check</h2>Failure Message: <code>FAIL: Non-64-bit processor architecture detected: X</code> Troubleshooting:<ul><li>Verify system meets 64-bit requirements</li><li>Check if running 32-bit Windows on 64-bit capable hardware</li></ul><h2 id="s406m2syifa" data-toc-id="s406m2syifa">4. Registry Permission Check</h2>Failure Message: <code>FAIL: Registry read/write permission check. Error: [specific error]</code> Troubleshooting:<ul><li>Run script as administrator</li><li>Check permissions on HKLM:\SOFTWARE\Gorelo</li><li>Verify antivirus isn't blocking registry access</li><li>Use RegEdit to check registry key accessibility</li></ul><h2 id="15si4aiayof" data-toc-id="15si4aiayof">5. URL Accessibility Checks</h2>Failure Message: <code>FAIL: URL check for [Description] ([URL]). Error: [specific error]</code> Troubleshooting:<ul><li>Check internet connectivity</li><li>Verify DNS resolution (<code>nslookup</code> the domain)</li><li>Check firewall settings</li><li>Verify proxy settings if applicable</li></ul><h2 id="3bt4fl61msw" data-toc-id="3bt4fl61msw">6. Event Log Permission Check</h2>Failure Message: <code>FAIL: Event log read/write permission check. Error: [specific error]</code> Troubleshooting:<ul><li>Run script as administrator</li><li>Check Event Log service is running (<code>Get-Service EventLog</code>)</li><li>Verify permissions on Application event log</li><li>Check Event Viewer functionality manually</li></ul><h2 id="12cb0ey86ce" data-toc-id="12cb0ey86ce">7. Environment Variable Check</h2>Failure Messages:<ul><li><code>FAIL: The PATH environment variable contains 'system32' but not 'System32\WindowsPowerShell\v1.0'</code></li><li><code>FAIL: The PATH environment variable contains 'System32\WindowsPowerShell\v1.0' but not 'system32'</code></li><li><code>FAIL: The PATH environment variable does not contain 'system32' or 'System32\WindowsPowerShell\v1.0'</code> </li></ul>Troubleshooting:<ul><li>Check System PATH variable in System Properties</li><li>Verify Windows directory structure</li><li>Repair/restore system PATH if modified</li><li>Compare with working system's PATH variable</li></ul><h2 id="e1wypf4sd5w" data-toc-id="e1wypf4sd5w">8. Time Synchronization Check</h2>Failure Message: <code>FAIL: Time mismatch detected! [time details]</code> Troubleshooting:<ul><li>Check Windows Time service is running</li><li>Force time sync: <code>w32tm /resync</code></li><li>Verify time zone settings</li><li>Check network connectivity to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="http://time.windows.com">time.windows.com</a></li><li>Configure automatic time synchronization in Windows settings</li></ul><h1 id="lqpyberw1yz" data-toc-id="lqpyberw1yz">Logs</h1>We log everything to:<pre><code>%programfiles%\Gorelo\LogFiles\ </code></pre>As the install progresses we will create additional folders at each stage with log files inside:InstallerHandler --&gt; Installer --&gt; Shell --&gt; AgentFeel free to investigate the following logs -- this is where the most common issues will appear:<pre><code>%programfiles%\Gorelo\LogFiles\Installer\diagnostics**.log</code></pre><pre><code>%programfiles%\Gorelo\LogFiles\Agent\diagnostics**.log</code></pre>In some cases, you may be asked to provide log files to our support team. Please provide the entire LogFiles folder via a .zip.<h1 id="cqzb6s13l8s" data-toc-id="cqzb6s13l8s">Still having problems?</h1>If you're still experiencing installation issues after resolving all failures in the Gorelo Agent Check, please contact us directly using the support chat via the "?" icon in the bottom-left menu.

Gorelo agent won't install

<h1 id="b8dkaee28m4" data-toc-id="b8dkaee28m4">Reinstall ScreenConnect</h1><ol class="tight" data-tight="true"><li>Navigate to the detail page of the specific Asset</li><li>Click on the ‘Policy’ tab down the bottom-left <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019341cf-b939-7023-96a4-4781069c8e62.png" data-width="100%" data-align="left"></li><li>Click the heart icon on the ScreenConnect plugin</li><li>Then click the ScreenConnect icon to reinstall</li></ol>

ScreenConnect is not connecting on a specific asset

<h1 id="86rl7sid05b" data-toc-id="86rl7sid05b">Problem</h1>When running a PowerShell script that uses <code>Invoke-WebRequest</code>, the following error may appear:<pre><code>Invoke-WebRequest : The request was aborted: Could not create SSL/TLS secure channel.</code></pre>This occurs because the script is attempting to connect to a server using secure protocols (TLS/SSL), but the required protocols (like TLS 1.2) are not enabled on the system.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0193b3c1-7ac5-72d9-9823-046a93bd8b02.png" data-width="100%" data-align="left"><h1 id="r6byx2b82ed" data-toc-id="r6byx2b82ed">Solution (Temporary)</h1>To quickly fix this issue in the current session, you can enable the necessary protocols by running the following command in your PowerShell session:<pre><code>[Net.ServicePointManager]::SecurityProtocol = [Net.SecurityProtocolType]::Tls11 -bor ` [Net.SecurityProtocolType]::Tls12 -bor ` [Net.SecurityProtocolType]::Tls -bor ` [Net.SecurityProtocolType]::Ssl3</code></pre>However, this fix is temporary and needs to be reapplied in every new PowerShell session.<h1 id="5a5rypzs0sy" data-toc-id="5a5rypzs0sy">Solution (Permanent)</h1>To permanently resolve this issue and ensure all .NET-based applications, including PowerShell, use secure protocols by default, update the system registry.<h3 id="1sz5rkbe46a" data-toc-id="1sz5rkbe46a">Steps to Fix:</h3><ol><li>Open an elevated PowerShell session (Run as Administrator).</li><li>Run the following commands to update the registry:</li></ol><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;Set-ItemProperty -Path \&quot;HKLM:\\SOFTWARE\\Microsoft\\.NETFramework\\v4.0.30319\&quot; -Name \&quot;SchUseStrongCrypto\&quot; -Value 1 -Type DWord \nSet-ItemProperty -Path \&quot;HKLM:\\SOFTWARE\\Microsoft\\.NETFramework\\v4.0.30319\&quot; -Name \&quot;SystemDefaultTlsVersions\&quot; -Value 1 -Type DWord&quot;,&quot;id&quot;:&quot;8991e3cd-28d8-4788-9490-54913912ca38&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="8991e3cd-28d8-4788-9490-54913912ca38"></multicode-component><ol start="3"><li>Also apply the changes to the 64-bit .NET Framework registry key:</li></ol><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;Set-ItemProperty -Path \&quot;HKLM:\\SOFTWARE\\WOW6432Node\\Microsoft\\.NETFramework\\v4.0.30319\&quot; -Name \&quot;SchUseStrongCrypto\&quot; -Value 1 -Type DWord \nSet-ItemProperty -Path \&quot;HKLM:\\SOFTWARE\\WOW6432Node\\Microsoft\\.NETFramework\\v4.0.30319\&quot; -Name \&quot;SystemDefaultTlsVersions\&quot; -Value 1 -Type DWord&quot;,&quot;id&quot;:&quot;8991e3cd-28d8-4788-9490-54913912ca38&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="8991e3cd-28d8-4788-9490-54913912ca38"></multicode-component><ol start="4"><li>Restart the system to ensure the changes take effect.</li></ol><h1 id="oe81fydxk7k" data-toc-id="oe81fydxk7k">Explanation of Registry Keys</h1><ul><li>SchUseStrongCrypto: Forces the .NET Framework to use strong cryptographic protocols (e.g., TLS 1.2).</li><li>SystemDefaultTlsVersions: Ensures .NET applications use the system-default TLS version, allowing them to adapt to newer protocols.</li></ul><h2 id="6mia3pdf7ma" data-toc-id="6mia3pdf7ma">Additional Notes</h2><ul><li>If the error persists, ensure your system supports TLS 1.2 and that it is enabled in the operating system.</li><li>Consider upgrading to PowerShell Core or PowerShell 7, which default to modern security protocols.</li></ul>By following this guide, you’ll ensure secure connections for all .NET applications without requiring manual intervention in each session.

Could not create SSL/TLS secure channel

Script Examples

You can write to a custom asset field via scripts. This is useful for things such as BitLocker keys, rotating local admin passwords and third-party UID’s. ​ In this example, we'll use BitLocker.<h3 id="7alsimxkz8c" data-toc-id="7alsimxkz8c">Step 1: Create the custom asset field</h3><ol><li>Navigate to Settings -&gt; Assets -&gt; <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#asset#assetcustomfields">Custom Fields</a></li><li>Add custom field with the following details<ul><li>Name: BitLocker Recovery Key</li><li>Variable: bitlockerRecoveryKey</li></ul></li></ol><img src="https://downloads.intercomcdn.com/i/o/839778259/2c2418a151a1680834ea26e3/image.png?expires=1727892000&amp;signature=31632155cb06a2ae81686d9141a7772e03a4e8919d9cb5664b0145b17ebfadc4&amp;req=fCMuEc52n4RWFb4V1XW4gTDhR9YU1s4BDjgEpDN1DmCYJK01oA3bEjwaQryS%0A4BgKa8UvNRoazUF6sQsUVIJ73w%3D%3D%0A" data-width="778" data-align="left" alt=""><h3 id="z1cplt16x25" data-toc-id="z1cplt16x25">Step 2: Create the script</h3><ol><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/script-list">Scripts</a></li><li>Create a script with the following details:<ul><li>Name: 🗝️Store-BitlockerRecoveryKey</li><li>Content:</li></ul></li></ol><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;$ErrorActionPreference = 'SilentlyContinue' \n\n# Get drives where BitLocker is \&quot;On\&quot; \n$BitlockerDrives = Get-BitLockerVolume | Where-Object ProtectionStatus -EQ \&quot;On\&quot; -ErrorAction SilentlyContinue\n\n#Get FileSystem drives \n$Drives = Get-PSDrive -PSProvider FileSystem\n\n#Create array of Drive Names with \&quot;:\&quot; added\n$DrivesName = @()\n$Drives | foreach {$DrivesName += $_.name + ':' }\n\n#If any Bitlockered drives exist\nif($BitlockerDrives){\n\n #Foreach Drive\n Foreach ($DriveName in $DrivesName) {\n\n #Confirm is drive is bitlockered\n $BitlockerDrive = $BitlockerDrives | where { $DriveName -contains $_ }\n\n #If specific drive is bitlockered\n if ($BitlockerDrive){\n\n #Get RecoveryKey \n $RecoveryKey = $BitlockerDrive.KeyProtector | Where-Object RecoveryPassword -NE \&quot;\&quot; | Select-Object -ExpandProperty RecoveryPassword -ErrorAction SilentlyContinue\n \n #Join if multiple with ; delimiter \n $RecoveryKey = $RecoveryKey -join \&quot;;\&quot;\n\n #Add the drive letter to the output\n $RecoveryKey = \&quot;$($BitlockerDrive.mountpoint)$RecoveryKey\&quot;\n\n #Add to other drive keys (If exist)\n $RecoveryKeys += \&quot; $RecoveryKey \&quot;\n\n } else { $RecoveryKeys += $DriveName + \&quot;Not Enabled\&quot; } \n \n }\n\n GoreloAction -SetCustomField -Name 'asset.bitlockerRecoveryKey' -Value $RecoveryKeys\n\n#If no bitlockered drives found\n}else { \n \n Foreach ($DriveName in $DrivesName) { \n \n $RecoveryKeys += $DriveName + \&quot;Not Enabled \&quot; \n \n } \n \n GoreloAction -SetCustomField -Name 'asset.bitlockerRecoveryKey' -Value $RecoveryKeys \n \n}&quot;,&quot;id&quot;:&quot;8d1d962a-9069-4dba-b41d-9708d87fe71a&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="8d1d962a-9069-4dba-b41d-9708d87fe71a"></multicode-component><h3 id="d2fk1x8d17x" data-toc-id="d2fk1x8d17x">Step 3: Deploy the script via a policy</h3><ol><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/policy-management">Policies</a></li><li>Edit an existing policy that covers the assets you want to store BitLocker Recovery Keys for</li><li>Add the '🗝️Store-BitlockerRecoveryKey' script and set to repeat daily at your preferred time</li><li>Save and Distribute the policy</li></ol>

BitLocker keys, rotate local admin password, third-party UID etc.

Write to a custom asset field

Custom client fields can be used in scripts to install software with client specific info (keys, tokens etc.).In this example, we'll use SentinelOne.<h2 id="y8aqm074wp0" data-toc-id="y8aqm074wp0">Step 1: Create the client custom field</h2><ol><li>Navigate to Settings -&gt; CRM-&gt; <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Admin/admin-settings#crm#clientcustomfields">Custom Fields</a></li><li>Add custom field with the following details<ul><li>Name: SentinelOne Site Token</li><li>Variable: s1token</li></ul></li></ol><img src="https://downloads.intercomcdn.com/i/o/925187742/12e0f34b26dc5f0814f00dc8/image.png?expires=1727892000&amp;signature=e3dae5320b6c0e8d8f1dced166825a80686fd76636b45a0ff0695e2a55ce491d&amp;req=fSIiF8F5moVdFb4V1XW4gY9T63FaEdOIrUW%2BT0ZHb0vkZTXuKjpQ6PlKZiYS%0AskjGble0X1%2BY7UPoidl9YpjxmA%3D%3D%0A" data-width="100%" data-align="left"><h2 id="aoa6ox5i435" data-toc-id="aoa6ox5i435">Step 2: Populate the 'SentinelOne Site Token' for each client</h2><ol><li>Navigate to a specific Client</li><li>Click on Custom Fields<img src="https://downloads.intercomcdn.com/i/o/925196566/646023edca89627b9907d8fb/image.png?expires=1727892000&amp;signature=7eefc8aeace485018b9ba12d9599cfa8c1855d15ccf2c0d3909e3ba9f5a0c2f2&amp;req=fSIiF8B4mIdZFb4V1XW4gXz8f2NpbLKP%2B39jYYz4KzVlsxZa619WWVA0gxI3%0AQ3zuG%2FzPCkpmLXDSHo0lmN%2F80g%3D%3D%0A" data-width="100%" data-align="left"></li><li>Edit 'SentinelOne Site Token'</li><li>Enter the Site Token retrieved from SentinelOne<img src="https://downloads.intercomcdn.com/i/o/925207074/49085565d02aa3f0913c92db/image.png?expires=1727892000&amp;signature=557d22f18cbd294a11d94dabd4c3c51e59c26988b168aa3f2c187dbb79bd0e12&amp;req=fSIiFMl5nYZbFb4V1XW4gZ694Q0sz8PKEE12%2BE%2FETKZZogvYyKBDan874unO%0ARxW%2FVP5Bc9PfuFsgOcRtRI8c9w%3D%3D%0A" data-width="100%" data-align="left"></li></ol>You can retrieve your SentinelOne Site Token from https://&lt;DomainName&gt;.<a target="_blank" rel="noopener noreferrer nofollow" class="link" href="http://sentinelone.net/dashboard">sentinelone.net/dashboard</a> -- navigate to a Site, then to the 'Site Info' tab<img src="https://downloads.intercomcdn.com/i/o/925206421/66766d9015fca7e8ab569d11/image.png?expires=1727892000&amp;signature=ff12d89f9f447ee29f16cb88c08c0d33ea9bf3874bc3ea65d53fe70b6bb6d552&amp;req=fSIiFMl4mYNeFb4V1XW4gYobH1YMN7fQtyLe%2FxG6pM09MUfiE4Po%2FSrNnVCI%0AGnlPv93JFDnl665LmABqdnSRdA%3D%3D%0A" data-width="100%" data-align="left"><h2 id="q5xypzfptyw" data-toc-id="q5xypzfptyw">Step 3: Create the installer file</h2><ol><li>Navigate to Settings -&gt; Asset -&gt; <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Admin/admin-settings#asset#filerepository">Files</a></li><li>Add a File with the following details:<ul><li>File: Upload the latest MSI installer</li><li>Variable: S1Installer</li></ul></li></ol><h2 id="y3amemxc4ol" data-toc-id="y3amemxc4ol">Step 4: Create the script</h2><ol><li>Navigate to <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Asset/script-list">Scripts</a></li><li>Create a script with the following details:<ul><li>Name: ➕Install-SentineOne</li><li>Content:</li></ul></li></ol><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;#Silently install SentinelOne\n\nif($gorelo:client.s1token){\n\n $S1Service = get-service -Name 'Sentinel Agent' -ErrorAction SilentlyContinue\n\n if($S1Service -eq $null){\n\n msiexec /i $gorelo:file.S1Installer SITE_TOKEN=$gorelo:client.s1token /quiet /norestart\n \n }\n}&quot;,&quot;id&quot;:&quot;b4eb39ec-a310-46d8-ba7b-7df2202e3b38&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="b4eb39ec-a310-46d8-ba7b-7df2202e3b38"></multicode-component><h2 id="yl5obq3s4ti" data-toc-id="yl5obq3s4ti">Step 5: Deploy the script via a policy</h2><ol><li>Navigate to <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Asset/policy-management">Policies</a></li><li>Edit an existing policy that covers the assets you want SentinelOne installed on</li><li>Add the '➕Install-SentineOne' script and set to repeat daily at your preferred time</li><li>Distribute the policy</li></ol>

Install software using a custom client field

You can integrate Gorelo with any remote access tool that supports launching via a URL E.g Splashtop, AnyDesk, TeamViewer. ​ In this example, we'll use Splashtop Business.<h2 id="82mxlcwso6e" data-toc-id="82mxlcwso6e">Step 1: Create the custom asset field</h2><ol><li>Navigate to Settings -&gt; Assets -&gt; <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#asset#assetcustomfields">Custom Fields</a></li><li>Add custom field with the following details<ul><li>Name: Splashtop SUUID</li><li>Variable: splashtopSUUID</li></ul></li></ol><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0193bd9b-b72e-7d16-893c-dd7ac6cc1379.png" data-width="784" data-align="left" alt=""><h2 id="3xrtak5zf3d" data-toc-id="3xrtak5zf3d">Step 2: Create the script</h2><ol><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/script-list">Scripts</a></li><li>Create a script with the following details:<ul><li>Name: 🗝️Store-SplashtopSUUID</li><li>Content:</li></ul></li></ol><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;# Define registry path for 64-bit machines\n$regPath64 = \&quot;HKLM:\\SOFTWARE\\WOW6432Node\\Splashtop Inc.\\Splashtop Remote Server\&quot;\n\n# Define the value name for the SUUID\n$regValue = \&quot;SUUID\&quot;\n\n# Try to retrieve the SUUID from the 64-bit registry\nif (Test-Path $regPath64) {\n try {\n $suuid = Get-ItemProperty -Path $regPath64 -Name $regValue -ErrorAction Stop\n \n # Check if the SUUID value is present\n if ($suuid.$regValue) {\n $suuidValue = $suuid.$regValue\n Write-Output \&quot;Splashtop SUUID: $suuidValue\&quot;\n \n # Write the SUUID to the Gorelo custom field\n GoreloAction -SetCustomField -Name 'asset.splashtopSUUID' -Value $suuidValue\n } else {\n Write-Output \&quot;SUUID not found in the registry.\&quot;\n }\n } catch {\n Write-Output \&quot;Error retrieving SUUID from the registry: $_\&quot;\n }\n} else {\n Write-Output \&quot;Splashtop registry not found.\&quot;\n}&quot;,&quot;id&quot;:&quot;e301d854-e81f-4fc2-b5d7-5ae08daa445f&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="e301d854-e81f-4fc2-b5d7-5ae08daa445f"></multicode-component><h2 id="b0ziioctbs8" data-toc-id="b0ziioctbs8">Step 3: Deploy the script via a policy</h2><ol><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/policy-management">Policies</a></li><li>Edit an existing policy that covers the assets you want to store the Splashtop SUUID for</li><li>Add the '🗝️Store-SplashtopSUUID' script and set to repeat daily at your preferred time</li><li>Save and Distribute the policy</li></ol><h2 id="az64z04ws5t" data-toc-id="az64z04ws5t">Step 4: Create the Shortcut</h2><ol><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#asset#assetshortcuts">Asset Shortcuts</a></li><li>Add a new Shortcut with the following details:<ul><li>Name: Splashtop</li><li>URL: st-business://com.splashtop.business?account=&amp;uuid={{$gorelo:asset.splashtopSUUID}}&amp;sessiontype=remote</li><li>Pinned Name: Splashtop</li></ul></li></ol><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0193bd9b-b729-7ece-8899-9a42e2c31bfc.png" data-width="776" data-align="left" alt="">You should now see the the SPLASHTOP shortcut up the top-right corner of the Asset Detail page. If the script successfully populated the $gorelo:asset.splashtopSUUID variable then this shortcut will launch the Splashtop Business application.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0193bd9b-b711-75df-a283-75c162e80432.png" data-width="310" data-align="left" alt="">This does not install Splashtop -- another script would need to be used for that E.g<multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;# Installs Splashtop Streamer using the installer MSI uploaded to $gorelo:file.splashtopInstaller\n# Runs a silent install using the 12-digit deployment key at $gorelo:client.splashtopKey\n\n#Check for presence of SplashtopKey\nif ([string]::IsNullOrEmpty($gorelo:client.splashtopKey)) {\nWrite-Output \&quot;No SplashTop Key stored for this client. Automatic installation cancelled.\&quot;\nGoreloAction -Alert -Severity 3 -Name \&quot;No Splashtop Key stored for this client\&quot; -Description \&quot;No Splashtop Key is stored in the client custom field so the automatic installation has been cancelled\&quot; -Suppress 0\n} else {\nWrite-Output \&quot;Splashtop Key Found: \&quot; $gorelo:client.splashtopKey\nWrite-Output \&quot;Installer Path: \&quot; $gorelo:file.splashtopInstaller\n}\n\n#Install Splashtop\nmsiexec /i $gorelo:file.splashtopInstaller USERINFO=\&quot;dcode=$gorelo:client.splashtopKey,hidewindow=1,confirm_d=0\&quot; /qn /norestart&quot;,&quot;id&quot;:&quot;ef918e59-2725-4fda-817e-a127d3b758af&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="ef918e59-2725-4fda-817e-a127d3b758af"></multicode-component>

Integrate with existing remote access tool (Splashtop)

You can integrate Gorelo with any remote access tool that supports launching via a URL E.g RustDesk, Splashtop, AnyDesk, TeamViewer. ​ In this example, we'll use RustDesk. It is strongly recommended to host your own RustDesk server and modify the initial install script to support this.<h2 id="82mxlcwso6e" data-toc-id="82mxlcwso6e">Step 1: Create the custom asset fields</h2><ol><li>Navigate to Settings -&gt; Assets -&gt; <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#asset#assetcustomfields">Custom Fields</a></li><li>Add custom field with the following details<ul><li>Name: RustDesk ID</li><li>Variable: rustdeskID<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019304c9-e21c-7394-8f7e-5f8ec011ef1d.png" data-width="75%" data-align="left"></li></ul></li><li>Add custom field with the following details<ul><li>Name: RustDesk Password</li><li>Variable: rustdeskPassword<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019304ca-2d0b-73b3-9965-2c11a86346b0.png" data-width="75%" data-align="left"></li></ul></li></ol><h2 id="q5xypzfptyw" data-toc-id="q5xypzfptyw">Step 2: Create the installer file</h2><ol><li>Navigate to Settings -&gt; Asset -&gt; <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Admin/admin-settings#asset#filerepository">Files</a></li><li>Add a File with the following details:<ul><li>File: Upload the latest RustDesk MSI installer</li><li>Variable: rustdesk</li></ul></li></ol><h2 id="3xrtak5zf3d" data-toc-id="3xrtak5zf3d">Step 3: Create the scripts</h2><ol><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/script-list">Scripts</a></li><li>Create a script with the following details:<ul><li>Name: Install Rustdesk</li><li>Content:</li></ul></li></ol><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;#Install Rusdesk\nmsiexec /i $gorelo:file.rustdesk /qn /norestart CREATESTARTMENUSHORTCUTS=\&quot;N\&quot; CREATEDESKTOPSHORTCUTS=\&quot;N\&quot; /l*v install.log&quot;,&quot;id&quot;:&quot;c1b819d8-77d7-4dce-92a5-934a327a2017&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="c1b819d8-77d7-4dce-92a5-934a327a2017"></multicode-component><ol start="3"><li>Create a script with the following details:<ul><li>Name: Write Rusdesk ID and Password</li><li>Content:</li></ul></li></ol><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;$RustDeskPath = \&quot;$env:ProgramFiles\\RustDesk\\RustDesk.exe\&quot;\n\n# Get Rustdesk ID using the executable\n$RustdeskID = cmd /c \&quot;`\&quot;$RustDeskPath`\&quot; --get-id\&quot;\n\nif ($RustdeskID) {\n # Write ID to Gorelo custom field\n GoreloAction -SetCustomField -Name 'asset.rustdeskID' -Value $RustdeskID\n Write-Output \&quot;Rustdesk ID: $RustdeskID written to Gorelo\&quot;\n\n # Generate random 16 character password\n $Password = -join ((65..90) + (97..122) + (48..57) | Get-Random -Count 16 | ForEach-Object {[char]$_})\n \n # Set the password in Rustdesk\n cmd /c \&quot;`\&quot;$RustDeskPath`\&quot; --password $Password\&quot;\n \n # Write password to Gorelo custom field\n GoreloAction -SetCustomField -Name 'asset.rustdeskPassword' -Value $Password\n Write-Output \&quot;Rustdesk password set and saved to Gorelo\&quot;\n exit 0\n} else {\n Write-Output \&quot;Failed to get Rustdesk ID\&quot;\n exit 1\n}&quot;,&quot;id&quot;:&quot;c1b819d8-77d7-4dce-92a5-934a327a2017&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="c1b819d8-77d7-4dce-92a5-934a327a2017"></multicode-component><h2 id="b0ziioctbs8" data-toc-id="b0ziioctbs8">Step 4: Deploy the scripts via a policy</h2><ol><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/policy-management">Policies</a></li><li>Edit an existing policy that covers the assets you want to install and connect to via RustDesk</li><li>Add a continuous Service check for RustDesk Service. Add the ‘Install Rustdesk‘ script as a remediation step</li><li>Add the 'Write Rusdesk ID and Password' script and set to repeat daily at your preferred time</li><li>Save and Distribute the policy</li></ol><h2 id="az64z04ws5t" data-toc-id="az64z04ws5t">Step 5: Create the Shortcut</h2><ol><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#asset#assetshortcuts">Asset Shortcuts</a></li><li>Add a new Shortcut with the following details:<ul><li>Name: RustDesk</li><li>URL: rustdesk://{{$gorelo:asset.rustdeskID}}?password={{$gorelo:asset.rustdeskPassword}}</li><li>Pinned Name: RustDesk</li></ul></li></ol><img src="https://downloads.intercomcdn.com/i/o/1194895551/7d3760803a08e350f7286cbd/image.png?expires=1727892000&amp;signature=ae3e0e6abb60182f92f6d7deb5444627b501b80522a29fdf1c36609800a6fdd1&amp;req=dSEuEsF3mIRaWPMW3nq%2Bgaaq0KMpouEEjFGVUgJtg82O97VAsRBYwex%2BO3%2Bb%0AjQNrDFmoLNnFrZbGw9Tiz3G6QDY%3D%0A" data-width="776" data-align="left" alt="">You should now see the the RustDesk shortcut up the top-right corner of the Asset Detail page. If the script successfully populated the custom fields, then this shortcut will launch the RustDesk application.

Integrate with existing remote access tool (RustDesk)

Custom client fields can be used in scripts to install software with client specific info (keys, tokens etc.).In this example, we'll use Webroot.<h2 id="y8aqm074wp0" data-toc-id="y8aqm074wp0">Step 1: Create the client custom field</h2><ol><li>Navigate to Settings -&gt; CRM-&gt; <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Admin/admin-settings#crm#clientcustomfields">Custom Fields</a></li><li>Add custom field with the following details<ul><li>Name: Webroot Key</li><li>Variable: webrootKey</li></ul></li></ol><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0194919c-9cab-71ab-ba0b-12082375dbf7.png" data-width="100%" data-align="left"><h2 id="aoa6ox5i435" data-toc-id="aoa6ox5i435">Step 2: Populate the 'Webroot Key' for each client</h2><ol><li>Navigate to a specific Client</li><li>Click on Custom Fields<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0194919a-bd09-7680-9923-5a6bf79e2257.png" data-width="100%" data-align="left"></li><li>Edit 'Webroot Key'</li><li>Enter the Webroot Key <a target="" rel="noopener noreferrer nofollow" class="link" href="https://answers.webroot.com/Webroot/ukp.aspx?pid=17&amp;app=vw&amp;vw=1&amp;solutionid=984">retrieved from Webroot</a><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0194919d-4296-7f0d-afb4-dbacfc11ae4e.png" data-width="100%" data-align="left"></li></ol><h2 id="q5xypzfptyw" data-toc-id="q5xypzfptyw">Step 3: Create the installer file</h2><ol><li>Navigate to Settings -&gt; Asset -&gt; <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Admin/admin-settings#asset#filerepository">Files</a></li><li>Add a File with the following details:<ul><li>File: Upload the latest MSI installer</li><li>Variable: webrootInstaller</li></ul></li></ol><h2 id="y3amemxc4ol" data-toc-id="y3amemxc4ol">Step 4: Create the script</h2><ol><li>Navigate to <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Asset/script-list">Scripts</a></li><li>Create a script with the following details:<ul><li>Name: ➕Install-SentineOne</li><li>Content:</li></ul></li></ol><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;# Silently install Webroot\nif($gorelo:client.webrootKey){\n $WebrootService = Get-Service -Name 'WRSVC' -ErrorAction SilentlyContinue\n if($WebrootService -eq $null){\n msiexec /i $gorelo:file.webrootInstaller GUILIC=$gorelo:client.webrootKey CMDLINE=SME,quiet /qn /l*v install.log\n }\n}&quot;,&quot;id&quot;:&quot;b4eb39ec-a310-46d8-ba7b-7df2202e3b38&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="b4eb39ec-a310-46d8-ba7b-7df2202e3b38"></multicode-component><h2 id="yl5obq3s4ti" data-toc-id="yl5obq3s4ti">Step 5: Deploy the script via a policy</h2><ol><li>Navigate to <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Asset/policy-management">Policies</a></li><li>Edit an existing policy that covers the assets you want Webroot installed on</li><li>Add the '➕Install-Webroot' script and set to repeat daily at your preferred time</li><li>Distribute the policy</li></ol>Alternatively, you can add the script as a remediation step for a Service Check E.g.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019491b3-4b4c-7f67-8efa-dbffebc690e2.png" data-width="100%" data-align="left">

Install software using a custom client field (Webroot)

<ol><li>Navigate to Library → Upload</li><li>On the Installer step — <ul><li>Installer Type = None<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019462df-8125-731e-b0c2-d24fed1bf8c1.png" data-width="100%" data-align="left"></li></ul></li><li>On the Software step —<ul><li>Select ‘Add version to new software’</li><li>Under Software Info<ul><li>Name = Gorelo</li></ul><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019462ec-2917-7a07-8108-4801664c8c31.png" data-width="100%" data-align="left"></li><li>Under Version Detection <ul><li>Select ‘Custom Detection Script’</li><li>Add a ‘New’ script as per below with the default settings<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01946304-c7e2-7110-8870-36acec2415e6.png" data-width="100%" data-align="left"></li></ul></li></ul><multicode-component data="[{&quot;name&quot;:&quot;PowerShell&quot;,&quot;value&quot;:&quot;$registryPath = \&quot;HKLM:\\SOFTWARE\\Gorelo\&quot;\n$valueName = \&quot;AgentVersion\&quot;\n\ntry {\n $version = Get-ItemPropertyValue -Path $registryPath -Name $valueName -ErrorAction Stop\n Write-Output $version\n} catch {\n Write-Error \&quot;Unable to read version: $($_.Exception.Message)\&quot;\n exit 1\n}&quot;,&quot;id&quot;:&quot;22f81d5f-2154-4424-adf8-7c735866e88c&quot;,&quot;language&quot;:&quot;bash&quot;}]" activecode="22f81d5f-2154-4424-adf8-7c735866e88c"></multicode-component><ul><li>Under Installation <ul><li>Select ‘Custom Detection Script’</li><li>Add a ‘New’ script and paste the Agent Asset <a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/help/articles/5974621-install-the-gorelo-agent#mcemr1bpyd3">installation command</a> from your Gorelo tenant<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01946306-4142-70bf-b498-d9a85b9b6a72.png" data-width="100%" data-align="left"></li></ul></li></ul></li></ol><ol start="4"><li>On the Version step —<ul><li>Version String = 8.42.0.0</li></ul></li><li>Click ‘Create’</li></ol><callout-component color="Yellow">You will need to add this new software to your Deployments and then adopt the asset in Gorelo. Use a specific Client/Location installation command to skip the adoption requirement.</callout-component>

Deploy the Gorelo agent via ImmyBot

The Tray App plugin can be used to display an icon in the Windows system tray (bottom right corner). It also allows for hover text and a redirection URL.<ol><li>Navigate to <a target="_blank" rel="nofollow noopener noreferrer" class="link" href="https://app.gorelo.io/Asset/policy-management">Policies</a> from the menu</li><li>Select an existing Policy</li><li>Hover over the ‘Add’ button up the top-right and then select ‘Plugin’</li><li>Select ‘Tray App’ from the list<ol><li>Upload your favicon</li><li>Specify your Hover Text (appears when a user hovers your tray icon)</li><li>Specify your Redirection URL (opens a browser to this URL when a user clicks your tray icon)</li></ol><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0194916e-b932-761e-80a1-17a2584f479c.png" data-width="100%" data-align="left"></li><li>Click ‘Save’</li><li>Distribute the policy</li></ol>

Plugin: Tray App

Products, bundles, contracts, invoices, dynamic quantities & more!

Billing

<div class="iframe-wrapper"><iframe src="https://www.youtube.com/embed/3GfpP2iAmx4" frameborder="0" allowfullscreen="true" class="w-full shadow aspect-video rounded-xl" data-youtube-video=""></iframe></div>Contracts are are used to invoice for labour and products on a recurring basis. There are three sections that make up a contract and require configuration: Invoicing, Labour and Products.<h1 id="72dqyqw053l" data-toc-id="72dqyqw053l">Invoicing</h1>This is where you define everything invoice related<ul><li>Start Date: the contract coverage will start on this date</li><li>Repeat Period: the contract coverage and invoice creation will repeat based on this frequency (Monthly, Quarterly, Half-yearly, Yearly)</li><li>End Date: the contract coverage will end on this date and no longer create invoices (optional)</li><li>Invoice Creation (days before): the invoice will be created on the Start Date and every {month} after based on the repeat period (when set to 0).<ul><li>Example 1: Start Date of January 1st 2025 with a Repeat Period of Monthly and Invoice Creation 0 days before — the second coverage period would start on February 1st 2025 and the invoice would generate on February 1st 2025</li><li>Example 2: Start Date of January 1st 2025 with a Repeat Period of Monthly and Invoice Creation 7 days before — the second coverage period would start on February 1st 2025 and the invoice would generate on January 25th 2025</li></ul></li><li>Invoice Due (Days later): the invoice will be due on the day the invoice in generated when set to 0.<ul><li>Example 1: Start Date of January 1st 2025 with a Repeat Period of Monthly, Invoice Creation 0 days before and Invoice Due 0 days later — the second coverage period would start on February 1st 2025, the invoice would generate on February 1st 2025 and the invoice would be due on February 1st 2025</li><li>Example 2: Start Date of January 1st 2025 with a Repeat Period of Monthly, Invoice Creation 0 days before and Invoice Due 7 days later — the second coverage period would start on February 1st 2025, the invoice would generate on February 1st 2025 and the invoice would be due on February 8th 2025</li><li>Example 3: Start Date of January 1st 2025 with a Repeat Period of Monthly, Invoice Creation 7 days before and Invoice Due 7 days later — the second coverage period would start on February 1st 2025, the invoice would generate on January 25th 2025 and the invoice would be due on February 1st 2025</li></ul></li><li>Invoice Template: the invoice PDF will be created based on this selection.<ul><li>Navigate to Settings —&gt; Billing —&gt; <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#billing#invoicetemplate">Invoice Template</a> to create and customise</li></ul></li><li>Invoice Email Template: the invoice email sent to the selected contacts will be based on this selection.<ul><li>Navigate to Settings —&gt; Email —&gt; <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#email#settings">Settings </a>and edit your Invoice email address. You can then create and customise via the Email Template Management tab</li></ul></li><li>Xero Branding Theme (only for Xero): specify the branding theme used in Xero — this allows for automatic payments via third-party providers E.g Payrix, Pinch</li><li>Reference: the name of the invoice — template fields can be used here such as {{billingmonth}}, {{contractgroupname}} and {{locationname}}</li><li>Auto Approve &amp; Send: the contract will create a draft invoice when this is toggled off (default). Toggle this on and select contacts to have the contract automatically create the invoice, send to the contact and sync to Xero/QBO.</li></ul><h1 id="qzfst3lqa6l" data-toc-id="qzfst3lqa6l">Labour</h1>This is where you choose the type of labour and configure how it functions<h2 id="e603kp5ekf3" data-toc-id="e603kp5ekf3">Unlimited Hours</h2>Labour is completely uncapped — all-you-can-eat.<ul><li>Auto Approve will automatically approve all time entries with the assumption that the Contract Profitability report will be used to monitor contract health.</li><li>Covered Items define which combination of Work Type and Billing Roles will automatically be covered by the contract.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929d8b-759f-7275-a40c-aa2a432a3c0a.png" data-width="75%" data-align="left"><ul><li>Example 1: Remote Support performed by a Technician would be covered ✅</li><li>Example 2: Onsite (Off Hours) performed by a Technician wouldn’t be covered and instead flow through to default labour rates or an alternate contract ❌</li></ul></li></ul><h2 id="f0r1i62rbfm" data-toc-id="f0r1i62rbfm">Per Hour</h2>Labour is billed at the rates specified.<ul><li>Use default labour rates will allow you to use the default rates but then give you the option to choose which Work Type and Billing Role combinations are automatically covered by this contract.</li><li>Use fixed labour rate will allow you to set a fixed rate that will override all selected Work Type and Billing Role combinations.</li><li>Use custom labour rates will allow you to override individual Work Type and Billing Roles and choose which Work Type and Billing Role combinations are automatically covered by this contract.</li></ul><h2 id="2xodaalmmkk" data-toc-id="2xodaalmmkk">Block Hours</h2>Labour is deducted from a block of hours that have been purchased upfront.<ul><li>Navigate to Settings —&gt; Billing —&gt; <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app-preview.gorelo.io/Admin/admin-settings#billing#blockhourstemplate">Block Hour Templates</a> and create your templates E.g block of 10 hours</li><li>The initial Price and Block Balance is what flows through the first invoice.</li><li>Warning Threshold determines at what percentage of remaining hours a Client Banner will appear. E.g 10 hours with 20% threshold would have the client banner appear when 2 hours remain.</li><li>Overrun Threshold determines whether time can still be billed even though 0 hours remain. E.g 10 hours with 30% overrun would allow up to 3 hours to be billed even though 0 hours remain. The next top-up of block hours would immediately consume these overrun hours.</li><li>Covered Items define which combination of Work Type and Billing Roles will automatically be covered by the contract.</li></ul><h2 id="05co5sotry5" data-toc-id="05co5sotry5">Limited Hours</h2>Labour is capped at a specific number of hours and then billed on a per hour basis when that cap is exceeded.<ul><li>Allocated Hours is where you’ll set that maximum hours that are covered by the contract.</li><li>You then specify how excess hours will be billed (see ‘Per Hour’)</li></ul><h2 id="86rk5oql53d" data-toc-id="86rk5oql53d">No labour</h2>Labour is not included or covered in any way. All labour will use the default billing rates. Navigate to Settings —&gt; Billing — <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#billing#billinglaborrates">Labour Rates</a><h1 id="p4ad514mm61" data-toc-id="p4ad514mm61">Products</h1>This is where you add products and bundles that will appear on the invoice PDF and sync to Xero/QBO.<ul><li>Use the search dropdown to add products/bundles</li><li>The description/cost/price etc. for product/bundle can be modified and this will only impact this specific contract — the underlying product/bundle will not be changed.</li><li>You can show the invoice period and dynamic quantity values by editing a product/bundle description <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929dba-5a09-7d43-be7e-7941e3bc4eda.png" data-width="50%" data-align="left"></li></ul>

Contracts

<div class="iframe-wrapper"><iframe src="https://www.youtube.com/embed/55eUpR9TO4U" frameborder="0" allowfullscreen="true" class="w-full shadow aspect-video rounded-xl" data-youtube-video=""></iframe></div>Dynamic Quantities are used to automate your billing by increasing/decreasing quantities of products/bundles and suggesting things that haven’t been billed yet. Asset Tags, Contact Tags (M365) and Pax8 subscriptions are currently supported.<h1 id="78dwf8636w5" data-toc-id="78dwf8636w5">Setting up Rules</h1><ol><li>Navigate to the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Billing/contract-list">Contracts list</a> —&gt; then to Dynamic Quantities up the top-right</li><li>Click on the Rules tab</li><li>You will see Dynamic Elements we have detected from each Source<ul><li>Example: Source of Asset Tag and a Dynamic Element of Windows Workstation</li></ul><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929ddf-99e6-70a0-9662-9d3a8bade4a0.png" data-width="100%" data-align="left"></li><li>In the Auto Action column, select what you’d like to occur when this dynamic element is detected (and not currently mapped to a contract).<ul><li>Unmapped: This element will appear in the Pending tab and directly on each contract ready for you to map a product/bundle</li><li>Suggest: Choose a product/bundle to suggest. This element will appear in the Pending tab and directly on each contract ready for you to click ‘Add’ as the product/bundle has been suggested.</li><li>Ignore: This element will not appear in the Pending tab or directly on each contract.</li></ul></li></ol><h1 id="543fc23w57m" data-toc-id="543fc23w57m">See what’s Pending</h1>You should check this Pending tab regularly to make sure you’re billing for everything. Anything that appears here should be either added to a contract, individually ignored or ignored via the Rules tab.<ol><li>Navigate to the <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Billing/contract-list">Contracts list</a> —&gt; then to Dynamic Quantities up the top-right</li><li>Click on the Pending tab</li><li>You will see all dynamic elements that are pending contract addition<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929deb-c355-7245-8b89-0e8668e27e73.png" data-width="100%" data-align="left"><ul><li>Add will navigate you to the clients contract (or list of contracts) so you can add from there<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929de7-7d3a-7709-881d-6a21bdb953f4.png" data-width="100%" data-align="left"></li><li>Ignore will hide just this specific dynamic element for this specific client (and appear on the Ignored tab) <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929deb-59e2-73dd-a327-a35d8d84c3b0.png" data-width="100%" data-align="left"></li></ul></li></ol>

Dynamic Quantities

<div class="iframe-wrapper"><iframe src="https://www.youtube.com/embed/5mm2vZ7er1A" frameborder="0" allowfullscreen="true" class="w-full shadow aspect-video rounded-xl" data-youtube-video=""></iframe></div>The Approve and Invoice section is used to do exactly that — Approve time entries (and products) and then invoice for them if necessary.<h1 id="6mm7a0od14d" data-toc-id="6mm7a0od14d">Approve time entries and products</h1><ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Billing/review-invoice">Approve and Invoice</a></li><li>You will land on the ‘Waiting to Approve’ tab and will see everything that requires approval before flowing through to the contract or onto an invoice.</li><li>Edit the time entry or product and then click Approve when you’re happy with everything on the ticket <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929ec5-0721-79a2-b0db-40562e07b296.png" data-width="100%" data-align="left"></li></ol><callout-component color="Accent">Tips!<ul><li>The Contract column will show (N/A) if it’s not associated with a contract and is just using default labour rates</li><li>The Work Type will show in red if the time entry is outside of your configured Business Hours</li><li>You can partially bill for time and products on Unclosed tickets by toggling on ‘Show Unclosed’ up the top-right of the Waiting to Approve screen.</li></ul></callout-component><h1 id="3wzt5psw2wo" data-toc-id="3wzt5psw2wo">Invoice time entries and products</h1><ol><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Billing/review-invoice">Approve and Invoice</a></li><li>Click on the ‘Waiting to Invoice’ tab. You will see everything that has been approved and is waiting to be added to an invoice.</li><li>You can select individual tickets or all tickets for a client <img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929eda-449e-7353-ab8e-b3c9f1584748.png" data-width="100%" data-align="left"></li><li>And then use the split dropdown in the top-right to:<ul><li>Generate Invoice: this will create a new invoice with the selected ticket time/products</li><li>Add to Invoice: this will allow you to select an existing invoice and add the selected ticket time/products</li><li>Write off: this will write off the ticket time/products and no invoice will be generated. </li></ul></li><li>Select Generate Invoice, fill in the details and click Save to generate a Draft invoice OR toggle Approve and Send if you’d like to create an approved invoice and send to the selected contact<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01929ed5-3fa0-7219-a4fd-0c6bde5bade9.png" data-width="75%" data-align="left"></li></ol>

Approve and Invoice

<h1 id="sw7kssx5csy" data-toc-id="sw7kssx5csy">Configure Pay Now Button</h1><ol><li>Navigate to Settings → Billing → <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#billing#invoicetemplate">Invoice Template</a></li><li>Select a template E.g Standard</li><li>In the General section, toggle on ‘Show Pay Now’</li><li>You will then see your two options — Quickbooks/Xero (based on your accounting integration) and Custom Link<ul><li>Quickbooks/Xero: Choosing this option will embed the native payment link which will navigate the user to Quickbooks/Xero respectively</li><li>Custom Link: Choosing this option will allow you to use a custom URL with variables for the Invoice Number <code>{{invoicenumber}}</code> and Total Amount <code>{{totalamount}}</code> E.g <a target="" rel="noopener noreferrer nofollow" class="link" href="https://support.benjipays.com/support/solutions/articles/150000181442-custom-payment-links-for-any-psa-or-erp-crm">Benji Pays</a></li></ul><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0193ade1-4c49-73ec-ad01-48d3890f219b.png" data-width="100%" data-align="left"></li><li>Click Submit</li></ol>All Invoice PDFs generated with the selected template (Standard) will now show a ‘Pay Now’ button that’s linked to your chosen method.

Pay Now button on Invoices

Event and time, scheduled tickets, shortcuts & more!

Automation

You can create automation rules to trigger based on certain events and time.<h1 id="qyqfe6mfimw" data-toc-id="qyqfe6mfimw">Create automation</h1><ol><li>Navigate to Settings —&gt; Automation —&gt; <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#automation#eventandtime">Event and Time</a></li><li>Click ‘+Automation Rule’ up the top-right</li><li>Enter the details:<ul><li>Title: this is the title of the rule</li><li>When: this is the trigger that the rule is based on</li><li>Condition: these conditions must be met for the rule to apply (AND operator between each condition)</li><li>Then: the are the actions that will then take place</li></ul></li></ol><callout-component color="Accent">Tip!Automation Rules are forward-looking: they only evaluate triggers that occur after the rule is created. Think of creating a rule as drawing a line in time:<ul><li>If your trigger is 'Ticket Created': Only new tickets created after the rule setup will trigger the automation</li><li>If your trigger is 'Ticket Status Updated': Only status changes that happen after the rule setup will trigger the automation</li><li>If your trigger is 'Ticket is Unread': Only changes to the read/unread state that happen after the rule setup will trigger the automation</li></ul>The rule doesn't retroactively look at past events or states - it only watches for new instances of your chosen trigger from the moment the rule is activated.</callout-component><h2 id="txll8114qa7" data-toc-id="txll8114qa7">Example 1</h2>Notify @everyone when a ticket is New, unread and unassigned for over 45mins<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01930a14-acdd-7c06-b971-62dd242f45e8.png" data-width="100%" data-align="left">

Event and Time

You can schedule tickets to automatically be created on a daily, weekly or monthly cadence.<h1 id="fm41ypomtid" data-toc-id="fm41ypomtid">Create scheduled ticket</h1><ol><li>Navigate to Settings —&gt; Automation —&gt; <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#automation#scheduledtickets">Scheduled Tickets</a></li><li>Click ‘+Automation Rule’ in the top-right</li><li>Enter the details you want on the resulting ticket:<ul><li>Title: this will be the title of the ticket</li><li>Group: this will be the default assigned group and govern visibility/permissions</li><li>Description: this will appear as a private comment on the ticket (optional)</li><li>Actions: these are additional actions such as assigning users, checklists, tags and more (optional)</li><li>Client Selection: this allows you to select which clients the ticket will be automatically created for</li><li>Schedule: this sets the cadence of either daily, weekly or monthly</li></ul></li></ol><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01930a0f-faa5-756a-863e-ce2cc589c6db.png" data-width="100%" data-align="left"><callout-component color="Accent">Tips!<ul><li>Run Time is based on the organization Time ZoneSettings → General → <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#general#organization">Organization </a>→ Business Hours</li></ul></callout-component>

Scheduled Tickets

Ticket Shortcuts keep things consistent and save time by automating actions. You can use Ticket Shortcuts for something as basic as a canned response or even something more complex like a project baseline.<h1 id="s4t8ddwztaw" data-toc-id="s4t8ddwztaw">Creating a Ticket Shortcut</h1><ol><li>Navigate to Settings —&gt; Tickets —&gt; <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#ticket#shortcuts">Shortcuts </a></li><li>Click ‘Add Shortcut’ up the top-right</li><li>Fill in the necessary fields:<ul><li>Name: this is the name of the shortcut and will be used to search for it (on the Ticket Detail)</li><li>Description: this is where you can describe the shortcut in extra detail. It will show when hovering the ℹ️ icon next the name when searching for it (on the Ticket Detail)</li><li>Visibility: this defines who can see/use the shortcut<ul><li>Public: everyone in your organization</li><li>Private: only you</li><li>Groups: only users in the specified groups</li></ul></li></ul></li><li>Add the Actions (see examples below)</li><li>Click ‘Create’</li></ol><h2 id="bm36t1sq3wt" data-toc-id="bm36t1sq3wt">Example 1: Solve and Close</h2><ul><li>Immediately mark as Solved</li><li>Immediately insert public comment draft</li><li>Wait 72 hours</li><li>Mark as Closed (if no public comment reply was received)</li></ul><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0192b178-821f-7397-8097-e68c10b040c8.png" data-width="100%" data-align="left">

Ticket Shortcuts

Integrations

Gorelo integrates with ScreenConnect for one-click Remote Desktop connections and agent installation.<h1 id="eoq7rslf0t3" data-toc-id="eoq7rslf0t3">Step 1: Integrate with ScreenConnect</h1><ol><li>Navigate to Settings → <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#integrations">Integrations</a></li><li>Click the ⚙️cog icon to configure ScreenConnect ​<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019342f7-3053-7495-86a7-9dd8dc254cb4.png" data-width="100%" data-align="left"></li><li>Fill in the required fields:<ul class="tight" data-tight="true"><li>Instance ID<ol><li>Access one of your endpoints that already has your ScreenConnect Client installed</li><li>Navigate to Services</li><li>Copy the value on the ScreenConnect Client service in parenthesis:</li></ol><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019342f7-3017-76e4-b6f9-901af3ff692a.png" data-width="100%" data-align="left"></li><li>MSI URL<ol><li>Login to your ScreenConnect tenant</li><li>Click on Access</li><li>Click on Build</li><li>Change type to Windows (MSI)</li><li>Click on copy URL ​<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019342f7-30ce-7cd1-b14a-667eb73c06b2.png" data-width="100%" data-align="left"></li></ol></li></ul></li><li>Click Connect</li></ol><callout-component color="Yellow">We automatically insert the Gorelo client name into the ScreenConnect company field on install. See Step 3 for additional configuration.</callout-component><h1 id="yd7oc46q0q4" data-toc-id="yd7oc46q0q4">Step 2: Distribute the ScreenConnect plugin</h1><ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/policy-management">Policies </a>in the main menu</li><li>Add the ScreenConnect plugin to an existing policy or create a new one</li><li>Click ‘Distribute’</li></ol><callout-component color="Accent">Tips!<ul class="tight" data-tight="true"><li>See the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/en/help/articles/9271017-policies">Policies </a>guide for additional information.</li></ul></callout-component><h1 id="ewkt7713f4z" data-toc-id="ewkt7713f4z">Step 3 (optional): Create a sub-session group in ScreenConnect for each client</h1><ol class="tight" data-tight="true"><li>Login to your ScreenConnect tenant</li><li>Navigate to Access</li><li>Click the 3-dot menu on the 'All Machines' session group and click Edit</li><li>Enter 'CustomProperty1' in the Subgroup Expressions field</li><li>Click Save</li></ol><img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/019342f7-305a-7172-9370-0ad550e25cf1.png" data-width="100%" data-align="left">

ScreenConnect

Gorelo integrates with Xero which allows you to sync clients, invoices, tax rates, payments and more!<h1 id="bf0pfk766dc" data-toc-id="bf0pfk766dc">Integrate with Xero</h1><ol><li>Navigate to Settings → <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#integrations">Integrations</a></li><li>Click the ⚙️cog icon to configure Xero</li><li>Click the 'Connect to Xero' button<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01934302-5e21-7bd4-b0a6-867af6a3c49c.png" data-width="100%" data-align="left"></li><li>Login with your Xero account, select the appropriate organization (if there are multiple) and click 'Allow Access' -- you will then be redirected back to Gorelo with a success message.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01934302-5e1b-7a9c-9985-7dc1e5bd89a6.png" data-width="100%" data-align="left"></li><li>Select a default Chart of Account (COA) code from the list<ul class="tight" data-tight="true"><li>This will be used for any item synced from Gorelo to Xero that does not have a COA code applied automatically to the product/bundle/category</li><li>It is recommended to create a new COA code such as '4444 Uncoded from Gorelo' to make it obvious when something synced without a legitimate COA code. If this code has just been created then F5 refresh while on the 'Integration with Xero is successful' screen so it appears, or start the integration again.</li></ul></li><li>Click the 'Complete Xero Integration' button</li><li>Navigate back to Settings → <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#integrations">Integrations</a></li><li>Click the ⚙️cog icon to configure Xero</li><li>Click the 'View Clients' button</li><li>Map any remaining clients in Gorelo to Contacts in Xero</li><li>Click ‘Update’</li></ol><callout-component color="Accent">Tips!<ul class="tight" data-tight="true"><li>Clients in Gorelo with identical names to Contacts in Xero will be mapped automatically</li><li>Chart of Account (COA) codes can be set individually on the following levels:<ul class="tight" data-tight="true"><li>Products</li><li>Bundles</li></ul></li><li>Chart of Account (COA) codes can be set via <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#billing#productcategories">Product Categories</a> and Subcategories — products/bundles will then inherit these COA codes.</li></ul></callout-component><h1 id="3404okfyfx2" data-toc-id="3404okfyfx2">Set default tax rate</h1><ol class="tight" data-tight="true"><li>Navigate to Settings → Billing → <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#billing#invoicesettings">Invoice Settings</a></li><li>Click the ‘Sync’ button in the top-right corner to resync</li><li>Set your default tax rate by clicking the ‘Mark as default’ button on the far right of your chosen tax rate</li></ol><callout-component color="Accent">Tips!<ul class="tight" data-tight="true"><li>Tax rates can be set individually on the following levels:<ul class="tight" data-tight="true"><li>Products</li><li>Bundles</li><li>Contract line items</li><li>Invoice line items</li></ul></li><li>Tax rates can be set via <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#billing#productcategories">Product Categories</a> and Subcategories — products/bundles will then inherit these tax rates</li></ul></callout-component>

Xero

Gorelo integrates with QuickBooks Online which allows you to sync clients, invoices, tax rates, payments and more!<h1 id="bf0pfk766dc" data-toc-id="bf0pfk766dc">Integrate with QuickBooks Online</h1><ol><li>Navigate to Settings → <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#integrations">Integrations</a></li><li>Click the ⚙️cog icon to configure QuickBooks</li><li>Click on ‘Connect to QuickBooks’ button<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/0193431c-4438-7b1e-ada0-2687383e8c7a.png" data-width="100%" data-align="left"></li><li>Login with your QuickBooks account and allow access — you will then be redirected back to Gorelo with a success message.<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01934322-d00c-76e4-abbd-858d020d4989.png" data-width="100%" data-align="left">​</li><li>Select a default Chart of Account (COA) code from the list<ul class="tight" data-tight="true"><li>This will be used for any item synced from Gorelo to QuickBooks that does not have a COA code applied automatically to the product/bundle/category</li><li>It is recommended to create a new COA code such as '4444 Uncoded from Gorelo' to make it obvious when something synced without a legitimate COA code. If this code has just been created then F5 refresh while on the 'Integration with QuickBooks is successful' screen so it appears, or start the integration again.</li></ul></li><li>Select a default Tax Code from the list</li><li>Click the 'Complete QuickBooks Integration' button</li></ol><callout-component color="Accent">Tips!<ul class="tight" data-tight="true"><li>Clients in Gorelo with identical names to Contacts in Xero will be mapped automatically</li><li>Chart of Account (COA) codes can be set individually on the following levels:<ul class="tight" data-tight="true"><li>Products</li><li>Bundles</li></ul></li><li>Chart of Account (COA) codes can be set via <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#billing#productcategories">Product Categories</a> and Subcategories — products/bundles will then inherit these COA codes.</li></ul></callout-component><h1 id="da5im623dle" data-toc-id="da5im623dle">Map additional clients (optional)</h1><ol><li>Navigate to Settings → <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#integrations">Integrations</a></li><li>Click the ⚙️cog icon to configure QuickBooks</li><li>Click the 'View Clients' button</li><li>Map any remaining clients in Gorelo to Contacts in QuickBooks</li><li>Click ‘Update’</li></ol><h1 id="3404okfyfx2" data-toc-id="3404okfyfx2">Set default tax rate (optional)</h1><ol class="tight" data-tight="true"><li>Navigate to Settings → Billing → <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#billing#invoicesettings">Invoice Settings</a></li><li>Click the ‘Sync’ button in the top-right corner to resync</li><li>Set your default tax rate by clicking the ‘Mark as default’ button on the far right of your chosen tax rate</li></ol><callout-component color="Accent">Tips!<ul class="tight" data-tight="true"><li>Tax rates can be set individually on the following levels:<ul class="tight" data-tight="true"><li>Products</li><li>Bundles</li><li>Contract line items</li><li>Invoice line items</li></ul></li><li>Tax rates can be set via <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Admin/admin-settings#billing#productcategories">Product Categories</a> and Subcategories — products/bundles will then inherit these tax rates</li></ul></callout-component>

QuickBooks Online

Gorelo integrates with Pax8 which allows you to dynamically adjust contract quantities based on Pax8 subscriptions and expose unbilled subscriptions via <a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/en/help/articles/6714147-dynamic-quantities">Dynamic Quantities</a>.<h2 id="de1zp622opm" data-toc-id="de1zp622opm">Integrate with Pax8</h2><ol><li>Navigate to Settings → <a target="_blank" rel="noopener noreferrer nofollow" class="dark:hover:underline decoration-indigo-400/60 link" href="https://app.gorelo.io/Admin/admin-settings#integrations">Integrations</a></li><li>Click the ⚙️cog icon to configure Pax8<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01934311-637b-7b9a-a0de-750839375d2c.png" data-width="100%" data-align="left"></li><li>Fill in the required fields:<ul class="tight" data-tight="true"><li>Client ID and Client Secret<ul class="tight" data-tight="true"><li>Navigate to <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://app.pax8.com">https://app.pax8.com</a></li><li>Click on your profile icon in the top-right and select Integrations</li><li>Click the green Create button</li><li>Give it the name 'Gorelo'</li><li>Copy the Client ID and Client Secret into Gorelo</li></ul></li><li>Toggle on 'Create Pax8 Client...' to automatically create a Pax8 client when one is created in Gorelo</li><li>Fill in the Contact Information fields — this information will be used on all orders in Pax8</li></ul></li><li>Click Connect (the Client Mapping screen will appear)</li><li>Map clients in Gorelo to clients in Pax8</li><li>Click Map/Update when complete</li></ol><callout-component color="Accent">Tips!<ul class="tight" data-tight="true"><li>Only subscriptions billed in advance and associated with each Pax8 clients are available via this integration E.g. Microsoft 365, Exclaimer, Dropsuite </li></ul><ul class="tight" data-tight="true"><li>See <a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/en/help/articles/6714147-dynamic-quantities">Dynamic Quantities</a> to automate billing and expose unbilled subscriptions</li></ul></callout-component>

Pax8

Gorelo integrates with Huntress which allows you to deploy and monitor the agent.<h2 id="de1zp622opm" data-toc-id="de1zp622opm">Step 1: Integrate with Huntress</h2><ol><li>Navigate to Settings → <a target="_blank" rel="noopener noreferrer nofollow" class="dark:hover:underline decoration-indigo-400/60 link" href="https://app.gorelo.io/Admin/admin-settings#integrations">Integrations</a></li><li>Click the ⚙️cog icon to configure Huntress</li><li>Fill in the required fields<img src="https://fb-usercontent.fra1.cdn.digitaloceanspaces.com/01939032-652b-75b8-a33b-a61d8f8df850.png" data-width="100%" data-align="left"><ul><li>Account Key<ul><li>Navigate to https://[yourdomain].huntress.io/account/installer</li><li>Copy the Account Key into Gorelo</li></ul></li><li>API/Secret Key<ul><li>Navigate to https://[yourdomain].huntress.io/account/api_credentials</li><li>Click on the green Setup button to begin the process to generate your API Key</li><li>Copy the API Key and API Secret Key into Gorelo</li></ul></li></ul></li><li>Click Connect and the Client &lt;-&gt; Organization mapping screen will appear</li><li>Map Gorelo Clients to the appropriate Huntress organization</li><li>Click Map when complete</li></ol><callout-component color="Yellow">Gorelo cannot create Huntress Organizations automatically at this satge so these will need to be created in Huntress first.</callout-component><h1 id="yd7oc46q0q4" data-toc-id="yd7oc46q0q4">Step 2: Distribute the Huntress plugin</h1><ol><li>Navigate to <a target="" rel="noopener noreferrer nofollow" class="link" href="https://app.gorelo.io/Asset/policy-management">Policies </a>in the main menu</li><li>Add the Huntress plugin to an existing policy or create a new one</li><li>Click ‘Distribute’</li></ol><callout-component color="Accent">Tips!<ul><li>See the <a target="" rel="noopener noreferrer nofollow" class="link" href="https://feedback.gorelo.io/en/help/articles/9271017-policies">Policies </a>guide for additional information.</li></ul></callout-component>