Not a flexible platform - terrible reporting UI - would not recommend for anything beyond PSA basics
Updated December 03, 2019

Not a flexible platform - terrible reporting UI - would not recommend for anything beyond PSA basics

Bryan Parry | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with OpenAir PSA

Besides the top layer or 2, our entire PS org uses OA for time tracking, invoicing (with NS), forecasting time & revenue, and staffing. This org, plus our subcontractors is around 450 active users. A number of our critical processes tied to billing customers, tracking project progress, etc relies on OpenAir. We also do a lot of reporting (which I head up) out of OA with regards to utilization, billable hours, non-billable hours, etc
  • It does the very basics of a PSA tool (time tracking, connecting with NS for invoices) relatively well, but the UI still leaves a lot to be desired.
  • The integration with NetSuite is easy and fluid. This is the main pro of OA.
  • The UI of many parts of the system is really poorly designed. Inputting and updating forecasts is a very time-consuming and difficult process for our PMs and it doesn't allow any type of upload from a spreadsheet (which might be easiest in absence of a decent UI).
  • I have extensive experience with the reporting piece of OA and have a list of notes and improvements. The entire module is very inflexible at least pieces of it are not intuitive. Easy example: If you create a custom calc with a filter on Project Type to only include hours from our customer projects (Impl and MS), but then create a report with a filter to only show hours from MS, that custom calc won't work properly. The filter logic is unable to handle multiple filters on the same field.
  • Specific example of a ticket we've filed but not heard back on: When you close a project, any remaining forecasts from that project remain active and show as "committed hours" against those individuals which doesn't make sense on projects that are closed. Why would you not give an option to delete any remaining forecasts when closing a project as default behavior?
  • Lots of dissatisfied users. We have been discussing purchasing a new system for the past 3 years but switching costs are high.
  • If your needs are uncomplicated and very basic, OA can satisfy your needs.
I wasn't involved in the initial purchase decision so I don't know what else we evaluated, but I imagine that we selected OA because we selected NetSuite and OA integrated well with it (same product family). We've been hearing a lot of good things with Mavenlink and will likely be evaluating them this next fiscal year to replace OA.
As an admin, I've had more contact with OA support than most. I've found their response to tickets typically timely and helpful, however many of the responses to tickets are "we will file an enhancement request" and then I never hear about it again. So not terrible, but not a very fulfilling experience.

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Did OpenAir PSA live up to sales and marketing promises?

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Our users complain about many aspects of their workflows within OA and the tool is not flexible enough for me, as part of the Admin team, to accommodate their requests. Reporting allows you to get the info out of the system, but except in rare circumstances does the reporting display in a useable way in OA. I recommend to pretty much everyone to export their data to a PivotTable friendly-format (which is something that doesn't happen by default but must be selected on each report individually) and then use pivots to display the data how they need it.

OpenAir PSA Feature Ratings

Task Management
Resource Management
Gantt Charts
Not Rated
Not Rated
Workflow Automation
Team Collaboration
Support for Agile Methodology
Not Rated
Support for Waterfall Methodology
Email integration
Mobile Access
Timesheet Tracking
Change request and Case Management
Budget and Expense Management
Project & financial reporting
Integration with accounting software