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 4
By the Run Book dives into HaloPSA v2.192 — from holiday approval tweaks and smarter contract scheduling to AI suggestions, new security controls, and Robbie’s Quick Ticket app for lightning-fast ticket logging.
Read post
In Episode 4 of By the Run Book, the team digs into HaloPSA v2.192 with a mix of technical deep-dives and practical tips for MSPs. Robbie and Mendy walk through improvements in holiday approvals, contract schedule plans, and important security updates like webhook authentication. They also explore quality-of-life changes in ticket type restrictions, AI suggestions without an AI license, and new admin mode controls. To wrap up, Robbie demos his “Quick Ticket” browser extension for lightning-fast ticket creation without breaking your workflow. Whether you’re streamlining internal processes, tightening security, or speeding up ticket logging, this release has something to improve your day-to-day.
Watch Now: By the [run]Book: Episode 4
Robbie's Quick Tickets: Halo Quick Ticket - Microsoft Edge Addons
Multiple minor improvements to Holiday Approvals | v2.192 #948186 | 3:55
- Shows balance in days/hours instead of decimals
- Approval screen now displays holiday details
- Fix for approval from holiday record failing
Multiple minor changes to improve Contract Schedule Plan functionality | v2.192 #947953 | 7:01
- Easier setup for scheduled contract work
- Tracks allocated vs. remaining hours
- Still manual for recurring hour replenishment
Federated credentials update endpoint | v2.192 #937555 | 13:40
- API endpoint to update federated credentials more easily
Quotation Config: remove whitespace from signature image | v2.192 #937347 | 14:30
- Option to trim white background from customer signature images
Ready for Invoicing filter applies to other billable entities | v2.192 #937175 | 17:17
- Top-level Customer criteria now carry over to other billable entities
- Ignores other non-applicable filter criteria
Integration and webhook improvements | v2.192 #936110, #936402, #936998, #936862, #936739 | 19:34
- Various integration updates including webhook authentication
Charge Rate restrictions at Ticket Type | v2.192 #933938 | 22:17
- Restrict allowed charge rates for specific ticket types
AI Suggestions without AI integration | v2.192 #923472 | 24:48
- Use AI Suggestions feature without enabling AI integration
Admin Mode security improvement | v2.192 #909530 | 31:55
- Requires 2FA to enable Admin Mode
- Adds audit logging of activations
Load Balance limits by Team | v2.192 #898859 | 35:52
- Limit tickets assigned via load balancing per team
Forecasting Module improvements | v2.192 #883797 | 36:00
- Enhancements to AI-based forecasting for tickets, hours, and reports
Enabled for Instances option | v2.192 #882671 | 39:05
- Limit notifications, webhooks, and runbooks to specific instances
Disable editing of config-tracked entities | v2.192 #882664 | 39:32
- Prevent editing config-tracked entities directly in production
Sprints for config tracking | v2.192 #882648 | 40:26
- Group config changes into deployable sprints
Filter ticket types on New Ticket screen by group | v2.192 #858227 | 41:40
- New ticket screen can be filtered by Ticket Type Group
Show/hide more User system fields in Screen Layout Profiles | v2.192 #856243 | 47:20
- Added more User fields to show/hide controls
Add new Contacts on Opportunities | v2.192 #840296 | 47:46
- Add contacts directly from existing opportunities
Owners and Assets in article query builder | v2.192 #836009 | 48:06
- Owners and Assets now reportable in article queries
Added $-LOGGEDINAGENTSIGNATURE variable | v2.192 #831158 | 48:15
- Variable for logged-in agent’s signature
Unit prices in Product Bundles on Quotes | v2.192 #823474 | 48:53
- Show per-unit price when group quantifier enabled
Restrict creation of new article tags | v2.192 #822558 | 49:48
- Only allow selecting from existing article tags
Primary agent, secondary agent, and account manager as additional agents | v2.192 #821136 | 49:57
- Option to add these roles as additional agents when logging a ticket
Countersign Quotations | v2.192 #820956 | 53:04
- Allow countersigning of quotations before finalizing
Prefix for $ variables with data | v2.192 #793305 | 53:55
- Prefix only appears if variable contains data
Halo Quick Ticket extension demo | 55:21
- Robbie’s Edge/Chrome extension for quick ticket creation
- OAuth setup with Halo, select fields, and complete on creation
By the [run]Book: Episode 2
HaloPSA 2.188 introduced runbook triggers via chat, smarter billing rules, and cleaner settings layouts. In this recap, Mendy and Connor unpack key updates, link to demo timestamps, and flag risks like the still-unruly HubSpot sync. This is your practical guide to deploying the new features with confidence (and a few extra guardrails).
Read post
HaloPSA version 2.188 brought a variety of usability and backend enhancements—from runbook triggers in chat to finer-grain billing logic and cleaner settings layouts. In Episode 2, Mendy and Connor walk through these updates, troubleshoot common gotchas, and share the kind of real-world implementation advice you can only get from people deep in the trenches. They also made a point to mention a few times to add feature requests at ideas.halopsa.com
Watch now: https://youtube.com/live/6tjM4SGOcB4
Busy MSP? This guide recaps the episode’s major updates, links you to key moments in the video, and flags anything that might deserve extra caution in deployment.
Join us July 22, 2025 for Episode 3, where we'll start to cover v2.190!
Trigger Runbooks from Chat | v2.188 #838526 | 3:14
Chat flows can now kick off integration commands—including runbooks. Embed chat on your website or in Teams, and let Halo handle the routing. You could:
- Run diagnostics
- Route to support teams
- Automatically open categorized tickets
⚠️ Be careful what runbooks you expose publicly—especially if they modify data.
Notification Sound Customization | v2.188 #820304 | 6:58
You can now toggle the notification sound on or off—but the visual popup still appears. You still can’t upload custom sounds, and notifications can get out of hand across tabs.
💡 Bonus tip: You can suppress sound notifications per rule, but they may still clutter the alert pane.
WebSocket Notifications (Beta) | v2.188 #839402 | 8:02
Enable WebSockets for faster, real-time alerts instead of using the default polling (heartbeat). This reduces delay in receiving internal or backend alerts.
Backend Service Monitoring Logs | v2.188 #840002 | 9:13
Debug runbooks, automations, email failures, and integration issues using the new service monitoring pane. It logs each backend action so you can pinpoint where workflows failed.
🔍 You no longer need to email Halo support for log digging—huge time-saver.
Travel Charge Rate Flexibility | v2.188 #843591 | 15:25
You can now set separate rates for time and distance in a single travel charge entry. Perfect for billing both mileage and technician transit time in a single step.
Email & Settings UI Reorganization | v2.188 #839711 | 21:22
Settings like mailboxes, templates, and rules have been reorganized into distinct tabs instead of being buried under “General.” More logical, but prepare for some retraining of your internal muscle memory.
Auto-Expire Contract Logic | v2.188 #842066 | 25:50
Set a contract status to auto-expire when the end date passes. A scheduled task now flips expired contracts to “inactive” if configured.
⚠️ Hidden contracts can cause trouble—pair this with automated tickets or alerts to track renewal conversations.
Item Group Accounting & Billing Defaults | v2.188 #844350 | 33:00
You can now:
- Prevent PO receiving or invoice creation at group level
- Exclude groups from accounting sync (useful for test/staging items)
Connor and Mendy share tips for keeping messy product catalogs from polluting QuickBooks/Xero.
Client-Specific To-Do Groups | v2.188 #847221 | 51:57
To-do groups can now be restricted to specific customers. Use this to tailor onboarding checklists, project tasks, or compliance processes.
⚠️ Only one customer per group for now. Feels clunky, but it’s a start.
Clone Billing Templates | v2.188 #849112 | 52:32
Quickly duplicate complex billing logic with a new “Clone” button. Ideal for MSPs using multiple templates per client or those needing custom combinations for each contract type.
Advanced Billing Rule Matching | v2.188 #850203 | 54:23
Billing plan rules can now reference:
- Ticket custom fields
- Action fields
- Agent properties
Use this to get laser-precise about when a contract or billing model should apply.
New Custom Field Storage Options | v2.188 #853900 | 1:04:20
Choose between traditional storage (custom fields added to core tables) or a new “separate table” method. The latter avoids bloating system tables—but still stores multi-selects as comma-separated strings (ugh).
Quote XLS Import Profiles | v2.188 #855612 | 1:18:27
You can now import vendor quote spreadsheets directly into Halo quotes. Set up mappings for Cisco, Dell, or distributor quote templates and save serious time.
OAuth via Custom Developer Apps | v2.188 #856711 | 1:21:52
You’re no longer stuck using Halo’s shared apps. Bring your own app registration to limit scopes, improve auditing, and align with internal security policy.
Recurring Invoice Proration Simplification | v2.188 #857744 | 1:24:33
A new setting condenses prorated adjustments into a single invoice line (instead of two). Easier to read—but harder to debug.
🔍 Consider leaving this disabled unless your team fully understands the logic.
HubSpot Integration Tweaks (and Pain) | v2.188 #859011 | 1:31:35
The HubSpot sync continues to be... challenging:
- Doesn’t respect new “Accounts & Prospects” model
- Overwrites domains and duplicates clients
- Inconsistent inbound behavior
Proceed with extreme caution or disable it entirely.
By the [run]Book: Episode 3
This HaloPSA release may not grab headlines, but it delivers smart backend fixes for billing, approvals, and project automation. From delegate ticket approvals to proration-ready invoices and improved QuickBooks syncing, it's a solid batch of quality-of-life upgrades for fast-moving teams and structured orgs alike.
Read post
This release didn’t come with any headline grabbers—but for those deep in Halo, it delivered a handful of quality-of-life improvements and some thoughtful backend fixes. Below are the features worth your attention, especially if you're in billing, approvals, or building project automation.
Watch here now: https://youtube.com/live/WGnJXYeSxN4
Features Reviewed
Delegate Approvals for Tickets | v2.190 #830512 | 2:28
Ticket approvers can now assign delegates directly from the agent app ticket detail screen. Great for ITSM or structured orgs, but less relevant for fast-moving MSPs unless you're running approvals regularly.
Manual Proration Made Invoice-Ready | v2.190 #823611 | 4:18
A new checkbox on manual proration entries lets them show up in the invoicing screen immediately. Particularly useful for mid-cycle adjustments to annual billing, like licensing or domains.
Zero Draft Invoice Handling | v2.190 #819999 | 6:41
Halo will now ignore draft invoices created in Xero, preventing clutter and accidental syncing. You'll need to enable this in the Xero integration webhook settings.
Receive Stock Before PO Approval | v2.190 #829771 | 9:04
You can now receive items before a purchase order is approved. Risky for strict workflows but may fit fast-paced environments where hardware urgency overrides red tape.
Auto-Issue Items from Actions | v2.190 #837101 | 10:21
Set up actions to issue specific inventory items without user selection. Makes fixed-fee tickets more maintainable. Bug alert: doesn't yet work with quick actions—still requires a workaround.
Ticket ID in PDF Template Item Tables | v2.190 #837112 | 12:39
PDF templates can now pull the associated ticket ID into item tables—helpful for clarity in documentation, reporting, or client-facing PDFs.
Read-Only Appointment Subjects | v2.190 #829744 | 17:43
Admins can lock appointment subjects to match the ticket/project. It’s a small control that helps standardize records across large teams.
Editable Invoice Line Contract Links | v2.190 #823492 | 20:41
You can now edit the contract tied to a specific invoice line—especially valuable if you're tracking profitability across services with multiple contracts.
Prevent RMM from Changing Device Types | v2.190 #821917 | 24:58
ConnectWise RMM imports won't overwrite an existing device type anymore, assuming you check the new box.
QuickBooks Name Collision Workaround | v2.190 #829321 | 26:05
Halo now checks for matching item names before syncing, and links them rather than creating duplicates. A clever patch for a QuickBooks API issue.
Ticket Type as Rule Outcome | v2.190 #831422 | 27:28
You can now set ticket type via rule outcomes. Great for automating triage flows or conversions between types during lifecycle changes.
Team Custom Fields in Details Tab | v2.190 #831994 | 31:13
You can finally surface custom fields tied to teams directly in ticket details. Limited use cases for now, but it’s a step toward richer internal data visibility.
Granular Attachment Permissions | v2.190 #829812 | 32:36
Admins can now control who can view, edit, upload, and download attachments—down to the ticket type and role level.
Track Completion of Sales Lines | v2.190 #832113 | 33:58
Sales order lines can be manually or automatically marked as “Complete.” Adds helpful clarity, especially when you're tracking partial progress across installs or shipments.
Runbook Execution Modes (Parallel/Sequential) | v2.190 #830301 | 35:27
Control how runbooks trigger: run steps in parallel for speed or in series to avoid conflicts and ensure data accuracy.
Column Profiles for Invoices & Quotes | v2.190 #834755 | 44:01
Column profiles now work on sales orders, quotes, and invoices. You can personalize the data you see—and what you hide—for cleaner views.
Runbook Stats Tab | v2.190 #830996 | 35:27
Basic run metrics are now visible in a tab. Not yet robust for reporting, but a decent glance for usage and debugging.
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword. And join us on August 5th for a show with Robbie and Mendy: https://youtube.com/live/ApiYEmWJsPU!