By
El Copeland
October 28, 2024
•
20 min read
Fundamental Skills
The Care and Feeding of Meat Computers: Episode 1 – A Companion Guide
Welcome to The Care and Feeding of Meat Computers
The article you've stumbled across is the first in a collection of five blog posts meant to be an extension of The Care and Feeding of Meat Computers series which I’m releasing on the Rising Tide YouTube channel, born from a talk I shared at MSPGeekCon 2023. These companion guides are intended to help provide links to resources, research, and books that informed parts of this collection. The goal is to give you enough information and connections so you can dig into these concepts, including things that I cut from the talks for time or other organizational, boring reasons. I am also going to include some questions at the end of each guide to help you facilitate conversation with your team or to further deepen it!
Before we go much further, it's important to me to also extend my gratitude to the people who helped me make sure this talk happened in the first place. Heather and Brian at Gozynta encouraged me as I wrote and honed this concept the first time and generously sponsored me to attend MSPGeekCon and give this talk. Matt Fox, for the reliable perspective, fresh jokes, and tots. Alicia Gregory for academic and psychological insight, a cache of useful journal articles, and listening to me cry basically bi-weekly for nearly a decade.
Of course, last but not least, my business partner, Mendy Green, for believing in me and that this concept needed to see the light of day at all instead of just our five-minute-long WhatsApp voice notes.
Who this talk is for? You.
If you’re here, there’s a good chance you’re involved in technology, whether you follow Rising Tide, are a part of the MSPGeek community, or otherwise found this series while searching the depths of the internet. Regardless of who you are or where you’re from, come on in, make a cup of something warm, and have a seat. I hope that you will find each word expressing my sincere love to the tech community, specifically to those often-unsung heroes, the nerds whose daily, Sisyphean job is to balance the science behind tech with the increasingly important art of human understanding.
This series is for those of you who may feel (or those of you who manage and collaborate with those who feel) more at home with your hard skills compared to soft skills. It’s completely understandable: in our society, and especially in tech, we tend to believe hard skills are the “real” skills, while soft skills are secondary or nice-to-have. But don’t let your imposter syndrome about the places you feel weak dictate what is real or true! Just because something can easily be expressed through certifications doesn’t mean they are more valuable or will help you live a more fulfilling life. In fact, you may have even been called “gifted” when it comes to technology, and as such, choose to feed that part of you, first. If we consider some of the theories about giftedness, specifically Renzulli’s three-ring conception of it, giftedness for any skill comes from ability, creativity, and commitment.
My goal with this series is to challenge the view that hard skills are respected and most prized; and to encourage us to reframe “soft skills” not as something separate or less-than, but as essential, accessible, and attainable, intertwined with our technical expertise. We may not come by it naturally, as in an above-average-ability, but with creativity and commitment, we can develop these skills as well!
I specifically want us to look at soft skills in a way that outright refuses the notion that as you are, you are bad, undesirable, or unacceptable. While there are certain social standards that you may have been trained to adhere to, I want you to put those rules aside for these conversations. If you’ve ever felt like you’re expected to fit a mold to be successful—whether to be more charismatic, more structured, or even more proper—this series is for you.
Being you is a good thing to be.
I’ve held a ton of jobs in a wide variety of industries and tiers of responsibilities. Despite my breadth and depth of experience and knowledge, I’m not interested in being revered as an expert. Experts tell you what you’re supposed to do and exactly how you’re supposed to do it to guarantee success. I’m sure my disdain for this snake-oily social power dynamic shows consistently in things I say and my approach in this series. Why the sass regarding experts? I want you to know and truly embrace the fact that your value as a tech professional goes beyond fitting into the boxes people want to put you in. Your value as a tech professional goes beyond fitting into the boxes you want to put yourself in! I’m not an expert, experts want you to be like them. I want you to be like you.
You have these skills: you have social skills, you have people skills, you have soft skills. Regardless of if they fit into what some expert tells you is “correct,” if you’re a little bit weird, I want you to embrace it.
You’re here because you’re passionate about technical solutions, and you’re here because you’re looking for ways to develop further yourself and your community. I propose to you that your passion for technology is actually a powerful tool, if not the most powerful tool, in developing your soft skills. You can use your technical intelligence to boost your Emotional Intelligence.
It’s time to stop kidding ourselves that hard skills are technical and measurable while that soft skills are just a “personality trait” exemplified by gentle people like women and mothers. This belief implies two terrible, not-true things:
- some people just “have it” and are naturally good team players while there are others who are destined to never expand beyond their personal hangups.
- people with only hard skills and no soft skills are the only ones who make good business people and leaders.
This is a disservice to you and those who you work with. You have soft skills, and developing and enhancing them is vital to your personal and professional growth. Here’s the thing: soft skills are hard. But that doesn’t mean they aren’t worth shaping or that they’re out of your reach as a technical, linear-minded person. Soft skills are hard-won through life experiences, loss, pain, and PRACTICE.
These concepts fold neatly into coding ideologies like Human-Centered Design and Human-Computer Interaction. You are technical, you are practical. Humans are hard. Let’s reframe this to help ourselves be more successful. I propose that soft skills aren’t the opposite of hard skills, but an evolution of them, and if you find them hard, perhaps you just need to look at humans as what they are: complex meat computers that really just want to do what they can to survive and thrive in the world they’ve inherited, just like you.
So together, let’s flip the script and let’s start with reframing a questions we often ask, to see how we can better harness our natural penchant for hard skills and alchemize them into above average soft skills.
Join me as we elevate the question, “Why aren’t people more like computers?” to “Why might people be too much like computers?” Instead of following a set of rules, I want you to ask yourself, “what if I treat people with just as much care and curiosity as I treat computers? What would my life, my job, and my relationships look like, instead?”
Video Chapters
- Soft Skills are Hard It’s ok to admit that soft skills are harder to you than hard skills. It’s not ok to never develop them further. Know your limits. And then dare to go further.
- Nuance rules over Rules Life is complicated. You don’t need a list of rules to know what right looks like. What is the heart of the laws you’ve been given? Mindlessly following rules will rarely get you the results you dream of.
- People over Tech Services work is rarely about the technical part and more about being curious and care-full about the people in our care!
- People over Stack Success comes from bringing your entire self to the table. No two people, no two MSPs are alike.
- People are Puzzles worth solving How do we, as technical people who love to solve puzzles, look as humans as solvable puzzles instead of pain points?
- People are Tech It’s not that humans are not like computers, it’s perhaps that they are too much like them.
Additional Resources and Recommended Reading
To deepen the concepts discussed in this series, here are several resources for further exploration:
Terms and Concepts
- MSP (Managed Service Provider) - Companies that remotely manage a customer’s IT infrastructure and systems
- Sisyphean - A task that feels endless and difficult, based on the Greek myth of Sisyphus, who had to roll a boulder up a hill forever
- Hard skills - Skills that involve specific knowledge or abilities, often technical, that can be measured or certified
- Soft skills - Personal skills like communication, empathy, and teamwork that help you work well with others
- Imposter syndrome - A feeling that you’re not as capable or skilled as others believe, even if you are
- Snake-oil - Something that is falsely advertised or exaggerated, originally referring to fake medicine
- Social power dynamic - How power and influence are distributed in social interactions or society
- Human-Centered Design - An approach to creating products that considers people’s needs, wants, and limitations.
- Human-Computer Interaction - The study of how people interact with computers and design technology that is easy and enjoyable to use.
- Emotional Intelligence (EQ) - The ability to recognize, understand, and manage emotions in yourself and others.
Books and Research
- Emotional Intelligence
- Human Centered Design
- Giftedness
- The Renzulli Model: Three-Ring Conception of Giftedness | Renzulli Center for Creativity, Gifted Education, and Talent Development
- Giftedness + ADHD + Autism - Tending Paths
Questions for Team Reflection
If you’re watching this series with a team, here are some questions to guide your discussion and help you make the most of these ideas:
- Favorite Tech: What is your favorite piece of tech? What is the best device or tool you’ve used or owned? Why is it your favorite? How much time did you spend configuring its settings and developing your own abilities to use it?
- Self-Assessment: Which soft skills come naturally to you, and which feel more challenging to develop? How do these impact your day-to-day work with clients or teammates?
- Curiosity as a Tool: Have there been times when a “difficult” user or teammate surprised you with their insights or perspective? How might approaching people with curiosity change your interactions?
- Rule Reflection: Are there any industry “rules” you follow that don’t serve you or your team well? Where did they come from? How can you find the “why” behind those rules and adapt them to fit your context? If there isn’t a good “why”...why are you still doing it?
- Growth Areas: What soft skill do you most want to develop? Consider using the resources linked above as a starting point to dive deeper into that area.
That’s it for Episode 1! Tune in for our next Episode: The most expensive piece of technology you’ll ever see.
Throughout my career, I've had the joy of leading many diverse and multifaceted teams.
Community building, especially within the technical community, is truly at the heart of what I do. I’m dedicated to fostering inclusive spaces where professionals can connect, share insights, and grow a culture of innovation and ongoing learning together, both in-person and when the team is 100% remote. I take pride in my ability to lead with both clarity and empathy, deftly handling the complexities of technology-driven projects while always keeping the human connection at the forefront of every decision.
For companies seeking consulting and project work, I bring a deep understanding of operational efficiency and project management. I am skilled at not only identifying areas for improvement but also implementing strategic solutions that enhance productivity and outcomes. My strong background in technology, education, and people management allows me to seamlessly integrate innovative tools and processes to address specific challenges, ensuring that projects not only meet but exceed expectations, and that teams are motivated, well-coordinated, and focused on delivering and maintaining organizational goals.
Outside the office, I enjoy blueberry muffins, Doctor Who, weight-training, gardening, and spending time with my cats.
See some more of our most recent posts...
By the [run]Book: Episode 6
In Episode 6, the team explores HaloPSA v2.196 stable, covering billing recalculation, recurring invoice options, mailbox filters, project billing efficiency, role-based permissions, and automation upgrades.
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Episode 6 breaks down HaloPSA v2.196 (stable). We cover improvements to billing recalculation and recurring invoice scheduling, on-prem integration security, ticket UI/UX (action groups, field group behavior), role-level controls, chat on existing tickets, and a big boost to project billing performance in Ready for Invoicing. Ideal for MSPs tightening finance, project, and automation workflows in Halo.
Watch Now: By the [run]Book: Episode 6
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.
A setting has been added to the Advanced Settings so that a default font can be chosen for the Editor on Tickets and Actions | v2.196 #957605 | 4:43
Choose a consistent default font for editors in tickets and actions.
- Set globally in Advanced Settings
- Keeps agent communications visually consistent
Added a security check for integrations that are configured to allow unauthenticated webhooks | v2.196 #956772 | 5:54
A banner warns when integrations allow unauthenticated webhooks.
- Nudges admins to tighten webhook security
- Reduces risky integration configurations
A button has been added to the Customer screen to allow time entries to be recalculated in the background | v2.196 #955934 | 7:12
Recalculate billing for a selected customer over a defined window.
- Limited to recent months for performance
- Respects locked or already-invoiced time entries
Billing Plan Combinations can now be given a Start and End date; time logged outside of these values will not match the combination | v2.196 #955162 | 13:37
Control when a billing rule applies.
- Prevents unintended retroactive changes
- Smooth transitions as pricing rules evolve
A setting has been added to Configuration > Recurring Invoices > List Settings so that Recurring Invoice lists will hide Inactive Invoices by default | v2.196 #953223 | 17:06
Declutter your recurring invoice view.
- Hide inactive by default
- Recommended for most teams
Added "Mailbox" as a Ticket List Criteria | v2.196 #948983 | 19:38
Filter or route tickets by the mailbox they came from.
- Easier separation of alert mailboxes vs. support
- Useful for list views, rules, and reporting
Improvements to on-premise integrations that use the Halo Integrator | v2.196 #937027 | 22:53
Security and reliability enhancements for on-prem connections.
- Support for secure credential storage (e.g., Azure Key Vault)
- More control for local integration schedules
Default Start Date can now be set at Ticket Type level | v2.196 #920636 | 25:29
Make start dates automatic for certain ticket types.
- Helpful for templates and scheduled tasks
- Reduces manual edits by agents
Added a setting to prevent field groups from being collapsed | v2.196 #898449 | 26:37
Keep grouped fields always visible.
- Ensures critical fields remain expanded
- Useful for long, important forms
Added Client/Site CRM Note Created/Updated/Deleted as notification and runbook triggers | v2.196 #894541 | 28:32
Automate around CRM note activity.
- Great for account management follow-ups
- Notes can log time and trigger workflows
Runbook methods now support response that are only text | v2.196 #881111 | 33:01
Runbooks can process text-only API responses.
- Supports non-JSON endpoints
- Use text values in runbook lookups
Improvements to the XLS imports | v2.196 #855596 | 34:24
Safer, clearer Excel imports.
- New Validate button to test before running
- Optionally limit rows per batch
Added option on Recurring Invoice schedules to invoice on a specific day of the month | v2.196 #840590 | 37:18
Bill on an exact day each month.
- Avoid hacky “days ahead” workarounds
- Keep clean monthly periods (1st–end)
Added the setting 'Disable modification of milestones on Tickets' at Template level | v2.196 #835114 | 42:10
Lock milestone structures from templates.
- Enforces standard project delivery sequences
- Prevents ad-hoc milestone changes
Added option to 'chat about a ticket' for users on the self-service portal | v2.196 #828310 | 43:21
Let end users chat directly on an existing ticket.
- Maintains context vs. starting a new chat
- Useful where chat is a primary channel
The options for "Add to Project" and "Add budget to Project" will no longer show on the Sales Order line when no Products are created for the Sales Order and the option to only show Projects on the same Sales Order is being used | v2.196 #821081 | 45:46
Reduce confusion on sales order lines.
- Hide project actions when they don’t apply
- Keeps UI aligned with “same sales order” constraint
Added the option to restrict log on behalf permissions at user role level | v2.196 #820693 | 47:01
Granular “log on behalf” controls.
- Scope by client/site/department
- Tighter control for delegated ticket creation
Added Action Groups | v2.196 #722376 | 51:12
Group actions into dropdown menus on tickets.
- Declutters the action bar
- Create intuitive groups (e.g., AI, Notes, Contact)
Improved project loading efficiency in the ready for invoicing section | v2.196 #594973 | 56:31
A big boost to project billing performance.
- Project number stored on each time entry
- Faster loads and simpler reporting (even several levels deep)
Added 6 new notification/runbook trigger events | v2.196 #453212 | 58:49
More events to hook automations into.
- Build richer alerts and operational actions
- Expand your runbook coverage
For more insights, see our guide on choosing the right ticket status colors in HaloPSA
Also, check out our partner Renada’s video: From Feedback to Forest: Automating Tree Planting in HaloPSA
By the [run]Book: Episode 5
Episode 5 covers HaloPSA v2.192–v2.195 with updates on secure links, billable time, asset relationships, invoicing, and AI improvements for MSPs
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In Episode 5 of By the [run]Book, the crew digs into four HaloPSA releases in one session—covering versions 2.192 through 2.195. From new ways to share secure links and manage billable time to asset relationship mapping and invoice automation, this episode is packed with practical updates. If you’re an MSP looking to tighten processes, improve reporting, or explore Halo’s evolving automation and AI features, this one is worth the watch.
Watch Now: By the [run]Book: Episode 5
Report Guide Field | v2.192 #783026 | 3:19
Halo added a Report Guide field in the report designer for better context.
- Supports descriptions, instructions, or context at the top of reports
- Rich text formatting available
- Great for AI-driven reporting and analyst clarity
One-Time Secure Message Links | v2.192 #768829 | 4:55
Send secrets safely with one-time secure links.
- Links expire after a set period or views
- Currently requires portal login, but more flexibility is coming
- Helps replace tools like PW Push for sensitive info
Billable Time Recorded Field | v2.192 #763812 | 9:12
A new Billable Time Recorded column is available in ticket profiles.
- Distinguish billable vs. total time logged
- More accurate budget tracking against contracts
- Avoid confusion around no-charge vs. billable work
Runbook <<halo_url>> Variable | v2.192 #762123 | 9:59
A new runbook variable for halo_url has been added.
- Makes it easier to reference environment URLs
- Useful for runbooks with API calls and integrations
Hide Quotations by Status | v2.192 #757332 | 11:03
Control which quotes appear on tickets/opportunities.
- Hide expired or superseded quotes automatically
- Prevents clients seeing outdated pricing
- Review your quoting statuses for correct configuration
Disable SLAs | v2.192 #753297 | 14:22
A safer way to deactivate SLAs.
- Checkbox allows disabling without deleting
- Avoids breaking ticket configurations
- Recommended over deletion for historical consistency
Invoice Reference in Bills | v2.192 #718191 | 15:37
Specify invoice references when creating bills from POs.
- Adds clarity when reconciling bills against purchase orders
Closure Settings – SLA vs Normal Hours | v2.192 #699717 | 16:13
Set whether closure timers run on SLA working hours or calendar hours.
- Prevents old tickets reopening after long periods
- Best paired with portal-only reopen for true recurrences
Risk Scoring | v2.192 #514694 | 18:56
New risk scoring tool for change management.
- Calculates risk based on multiple impact factors
- Standardizes approvals and CAB discussions
Recurring Invoice Prorata Default | v2.192 #443946 | 21:13
A default configuration for prorata handling in recurring invoices.
- Options for “all” or “all except monthly”
- Saves manual work in billing setups
Asset Relationships | v2.193 #7793410 | 25:00
Expanded asset management capabilities.
- Define dependencies and relationships (installed on, upstream, etc.)
- Better for ITSM-focused MSPs and topology maps
“The Big One” Patch Button | v2.194 | 32:34
A mysterious patch button—covered lightheartedly in the episode.
Asset Custom Buttons per Type | v2.195 #829270 | 33:48
Custom buttons can now be restricted to asset type level.
- Provides more control and avoids clutter in the UI
Invoice PDFs in Unpaid Tickets | v2.195 #823241 | 33:59
Unpaid invoice tickets now include the invoice PDF automatically.
- Allows direct sending of the invoice as attachment
- Simplifies automation for collections
Pending Closure Email Recipient | v2.195 #819257 | 41:50
Choose recipients for automatic emails on pending-closure tickets.
- Flexibility in who receives closure notifications
User Permissions – Create vs Edit | v2.195 #882480 | 42:14
New permission level for user management.
- Agents can create users but not edit existing ones
- Reduces risk of social engineering attacks
Sales Orders Manual Completion | v2.195 #834419 | 44:15
Sales order lines must now be marked complete manually (optional).
- Avoids premature auto-closure when steps remain
Runbook SQL Test | v2.195 #839089 | 46:26
Runbook steps with SQL can now be tested directly.
- Major speed boost for building and debugging runbooks
AI Improvements – Context Hints | v2.195 #812354 | 48:44
AI field suggestions now appear inline as context hints.
- Reduces clutter vs. separate panels
- Can be toggled at ticket type or action level
Microsoft Entra ID Access Control | v2.195 #714899 | 53:20
Added access controls to the Entra ID integration.
- Controls who can configure/edit the integration
Custom Table SQL Import Improvements | v2.195 #739256 | 55:25
Enhanced SQL imports for custom tables.
- Larger row imports supported
- Pagination and filtering options added
Introducing Rising Tide Proactive Support
Drowning in half-used features, minor bugs, and admin tedium? Proactive Support is Rising Tide’s monthly check-in plan built for MSPs already using HaloPSA, Hudu, or Rewst—designed to help you stay in control without spinning up a full project every time.
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Built for Busy MSPs: Why We Created Monthly Support
While we pride ourselves at Rising Tide on being clever, we didn’t make this up on our own.
Over the past year, multiple clients told us the same thing in different ways:
“We don’t need a full-on consulting. We just need someone to help us stay on top of the tools we already have.”
“Can you set aside time each month to tell us what’s working, what’s not, and what we should actually do next?”
“Honestly, I just want to know if anything’s falling through the cracks.”
MSPs weren’t talking about emergencies. They meant the small stuff. The not-yet-broken-but-might-be. The features that got launched but never rolled out. The bugs they forgot to follow up on. The process that made sense when they built it... but not anymore.
So we listened and built out our Monthly Support offerings for teams like yours. Support that pays attention, leveraging the best of Rising Tide to make the best of your systems. It’s not reactive. It’s not rushed. It’s not about being broken. It’s about staying in control, without wasting time figuring out where to start.
What You Get Each Month
Designed for Rising Tide clients who’ve already implemented tools like HaloPSA, Hudu, and Rewst, and just want to keep things running smoothly without spinning up a full project or workshop every quarter.
Here’s what our Monthly Support looks like in practice:
1. Systems Health Review
A short, focused check-in on the systems you want our guidance on. for:
- Are automations running like they should?
- Are there missed SLAs or ticket pileups that can be fixed with better workflows?
- Are there any underused (or over-complicated!) features?
You’ll walk away with a small, clear action plan that you can execute on your own or leverage the Rising Tide team to complete.
2. Feature Release Briefing
We read the release notes so you don’t have to. You’ll get:
- Highlights of what’s new
- Suggestions for features worth trying and what isn't
- Warnings about what’s likely to break or change
3. Vendor Liaison Support
We’ll chase the vendor on your behalf. That includes:
- Logging and tracking bug reports
- Validating bugs and escalating to dev teams directly.
- Identifying workarounds and assisting in implementation.
- Following up on feature requests or stuck tickets
- Communicating feature requests clearly (and tracking them)
4. Immediate Error Support
If something breaks in a tool we’ve implemented or documented, we’ll:
- Help triage and fix it
- Identify if it’s a vendor issue
- Tell you clearly if it needs escalation into a project
5. Virtual Admin
Hand Rising Tide the recurring and tedious-but-necessary tasks tied to administrative upkeep inside your platforms like:
- Creating/cleaning up ticket templates or categories
- Building or formatting documentation templates
- Cleaning up old or unused ticket types, custom fields, etc.
- Applying updates or light data clean-up to SOPs, templates, invoices, etc.
- Quick updates to HaloPSA workflows, permissions, roles, agents
- Simple HaloPSA report needs and changes to existing reports
- HaloPSA Integration mappings and Halo Integration errors
What Monthly Support is Not
To be clear, the Rising Tide Proactive Support Plan is not consulting. Proactive Support is only for systems we’ve implemented and reviewed. It doesn’t include:
- New tool or system implementation
- Redesigning workflows or processes
- Training or onboarding
- Deep reporting or strategic planning
If we find something that should be a project, we’ll tell you and help you decide how you would like to move forward.
Pricing
Monthly Support at Rising Tide is available in two flavors: Foundations and Catalyst.
Foundations
$900/mo
The Foundations package is for MSPs who need steady, expert support to keep their tools working well, especially when system updates can throw a wrench in those plans. It’s perfect for teams who want someone to keep an eye on things, flag issues early, and offer helpful next steps without having to ask.
Rising Tide consultants will proactively review your systems, follow up with vendors, handle small fixes, and make sure nothing slips through the cracks. It’s a lightweight, low-friction way to stay on top of your platforms and make sure they keep delivering value.
Catalyst
$3500/mo
The Catalyst package is the Foundations package expanded for MSPs who want hands-on, high-touch support with structure. You’ll get 10 hours per month, including up to four scheduled weekly calls, priority scheduling, and deeper involvement from your Rising Tide consultant. This isn’t just support when you ask for it — it’s active partnership.
We come prepared with recommendations, process improvements, and a plan to help you get the most out of your systems. Catalyst is for teams ready to make consistent progress without needing to manage the support relationship.
Let’s Be Real
The goal isn’t to keep you dependent on us. It’s to help you feel like you’re on top of your systems instead of under them.
We’ll help you spot friction before it becomes fire, surface fixes you might’ve missed, and give you the clarity to act, delegate, or table things with confidence.
Ready to add Monthly Support?
Contact Rising Tide Consulting Today.