PBJ Omada

Know a client’s network is down before they call you.

Alerts from the TP-Link Omada controllers you manage land on the right client’s record in PBJ CRM. Problems that last open a Help Desk ticket, and close it when they clear.

$25 one-time per major version · One key covers 3 sites

Requires PBJ CRM (latest version) ($50). Automatic tickets need PBJ Helpdesk.

Buy PBJ Omada — $25

View PBJ Omada changelog

The Manager, Omada screen in PBJ CRM listing five network controllers with the client each is for and a status badge: one reads 1 down, three read All up and one reads Reads failing

The call you want to stop getting

“The internet’s down.”

When a device drops, the internet goes down or an access point is isolated, the alert is on the client’s record the moment it happens.

Blip or real problem?

A quick blip stays a blip. A problem that lasts more than an hour (you set the wait) gets real attention.

Ticket opened, ticket closed

With PBJ Helpdesk, a ticket opens by itself and goes to the person or group you chose, before the client calls. When it clears, it closes; if it comes back, the same ticket reopens.

Pay once. $25.

PBJ Omada is $25 one-time per major version. Updates within this major version are free. A future major version is a separate purchase if you want it. One license key covers 3 sites.

It runs on your own WordPress site with PBJ CRM ($50 one-time per major version). Your clients’ alerts stay on your server.

Where it fits in PBJ CRM

PBJ Omada is a module, not a standalone product. The clients, staff and permissions are all PBJ CRM’s, so there is no second list of anything to keep in step.

Required: PBJ CRM

Install and activate PBJ CRM first ($50 one-time per major version, sold separately). Staff find Omada under Manager › Omada; managers and owners see every controller, only an owner adds or removes one; employees see the client’s Network card as plain words.

Optional: PBJ Helpdesk

Needed for the tickets that open, note and close themselves. Without it, alerts and device status are shown and nothing is ticketed. PBJ Helpdesk

You bring: an Omada controller

Your own TP-Link Omada controller that can send Omada webhooks, plus WordPress 6.5+, PHP 7.4+ and HTTPS.

In the client portal customers see their own devices, Online or Offline and since when — never MAC or IP addresses.

See it in 100 seconds

Every client network in one view, alerts as they happen, status on the client’s record, and a ticket that opens and closes itself.

What it does

Alerts filed under the right client

Each controller posts its alerts — device disconnected or connected, WAN down or up, access point isolated, Cloud Access failed — to a private webhook address on your site.
Every alert is filed under the client business its Omada site is mapped to, and appears on that client’s timeline.
A controller added for one client files all of its sites there automatically; a shared controller lets you file each site yourself.
Omada retries a failed delivery. A retry is stored once, while a real down, up, down again is always kept.

A Network card on every client

Overall status, devices up and down, open incidents, the last event, when the controller was last heard from and the sites — the lines you choose, in the order you choose.
Managers and owners click a line to open the controller; employees see the card as plain words.
A person filed under a business sees the same card.

Device status between alerts

With the controller’s Open API set up, PBJ Omada reads every site’s devices every five minutes: Online, Offline or Status unknown, and since when.
Devices are matched by MAC address, so two devices with the same name stay two devices.
A controller that is failing is retried after 5 minutes, then at doubling gaps up to an hour; a good read clears it.

Help Desk tickets that open themselves

A problem that lasts past your wait (60 minutes unless you change it) opens a ticket for the client, assigned to the person or Help Desk group you chose for that controller. The person is emailed.
When the problem clears the ticket gets an internal note and closes itself, if you leave that on. The customer is not emailed about the automatic close.
If the same problem returns, the same ticket reopens instead of a new one.

Controller unreachable

When your site cannot read a controller through its Open API, an incident opens at the first failed read.
After the same wait it becomes a ticket, Controller unreachable: <controller name>, naming the address and the last error.
The next good read adds a note and closes it; a later outage reopens the same ticket.

You decide what counts, per controller

For each kind of alert — device offline, internet (WAN) down, access point isolated, Cloud Access failed, controller unreachable — choose Open a ticket, Show it, no ticket or Ignore it.
Choose who gets a controller’s tickets: one person, or a Help Desk group whose rota picks the member.
A clearing alert always clears what is open, whatever the setting says now.
Nothing is ticketed until a fallback agent is saved.

Customers see their devices

In the client portal, each customer sees their network devices, one group per site: Online, Offline or Status unknown, and since when. Needs PBJ CRM (latest version).
MAC and IP addresses, firmware and controller details are never shown to the customer.

Three ways to connect a controller

Webhooks only: nothing changes on the client’s network, and alerts, the Network card and tickets all work. You do not get device status between alerts.
TP-Link Cloud-Based Controller: add the Open API for the five-minute device read.
Port forwarding to a controller on the client’s network, with step-by-step instructions. If a read is refused or times out, PBJ Omada says which side is blocking.

Screenshots

Real screens from PBJ CRM with sample clients. Names, emails and phone numbers are made up.

A business record in PBJ CRM with a Network card in the side column showing overall status Up, 4 devices up and none down, one open incident, the last alert and when the controller was last heard from

The Network card on a client’s record, beside their open tickets.

A Help Desk ticket in PBJ CRM titled Internet down at Taproom and Patio, opened from a network alert, with the alert text in its history and a team member assigned

The ticket PBJ Omada opened for an internet outage, with the alert in its history.

A controller page in PBJ CRM for a taproom: its four devices all Up, an open incident for the internet connection with its ticket number, the recent alert, the site, and the setting for each kind of alert

A controller’s page: its devices, the open incident with its ticket, and what happens for each kind of alert.

A controller page in PBJ CRM for a roofing company showing one access point marked Down among five devices, with the open incident, its ticket number and the recent alert

One access point down: the incident and its ticket sit on the controller page.

The Omada controller list in PBJ CRM on a phone, showing two controllers with their status badges and Open buttons

The controller list on a phone.

Settings, Reach, Omada. Network card statuses with checkboxes, and Automatic tickets: the fallback agent line, Open a ticket when a device has been down for 60 minutes, Close the ticket when the device reconnects, Reopen the same ticket if the device fails again, and Ticket priority Normal.

Omada settings: what the Network card shows and the automatic ticket rules.

Built for IT and managed-service shops

Pair it with the modules that fit the job:

PBJ Helpdesk — tickets with response timers and escalation
PBJ Vault — each client’s network settings, sensitive fields encrypted
PBJ Invoicing — recurring billing for the clients already in the CRM

PBJ CRM — $50

PBJ Helpdesk — $25

PBJ Vault — $25

PBJ Invoicing — $25

Managed IT and tech support

An MSP watches the networks of many client sites. Each client has its own controller tied to its business in the CRM, and Manager › Omada lists them all with All up or N down. When a client rings, the tech opens their record and reads the Network card before saying hello. When a client’s controller stops answering, say because a router forward was switched off, a Controller unreachable ticket opens with the address and the last error.

Trades and field service (roofing, HVAC, plumbing)

A roofing contractor runs Omada Wi-Fi at the office and the yard shop. On a Saturday the yard shop’s access point drops. The alert lands on the contractor’s Network card straight away, and if it is still down an hour later a ticket, Network device down: Yard Shop AP (Yard Shop), opens for the dispatcher. When the access point reconnects, the ticket gets a note and closes itself. Nobody had to watch a dashboard to find out.

Hospitality and venues (bars, restaurants, event spaces)

A bar’s gateway loses its internet connection in the middle of Friday service. Omada sends a WAN down alert, and an hour later Internet down at Taproom and Patio is a ticket in the Help Desk group that covers evenings, with the alert text in its history. When the connection returns the ticket is closed with a note, and if the bar’s Wi-Fi drops again next week the same ticket reopens, so the pattern is on one page.

Professional offices (law, accounting, insurance)

A small law office wants its Wi-Fi to just work and does not want to learn a network dashboard. The firm’s record shows every access point’s status and the history of each drop, so a question such as “how often did the conference room drop this quarter?” has an answer. With the client portal on, the firm can also look at its own devices, Online or Offline and since when, without ever seeing a MAC or IP address.

AV, music and events production

An AV integrator installs Omada networks at venues for several clients and runs them from one controller. They choose Several clients for that controller and file each site under the venue’s business. Alerts and the Network card follow each site to the right customer, and a show-night access point failure becomes a ticket for the right client without anyone sorting alerts by hand.

One-time pricing, spelled out

PBJ Omada is $25 one-time per major version. Every improvement within this major version — new features, fixes, security updates — arrives free through the built-in update channel. A future major version is a separate purchase if you want it — your copy keeps working either way. One license key covers 3 sites.

Requires PBJ CRM (latest version) ($50 one-time per major version, sold separately).

Getting started

Install the hub first. Install and activate PBJ CRM (latest version), then upload the plugin from your download page and activate it. You need WordPress 6.5+, PHP 7.4+ and a site on HTTPS.
Add the controller. In the CRM, open Manager › Omada and press Add controller (owners). Give it a name, choose the client business with the business finder (or Several clients), make up a Shared Secret and pick the cloud region. Press Copy on the webhook address — it is shown once.
Create the webhook on the controller. In Omada’s Global view open Settings › Platform Integration › Webhooks and create one with that address, the Omada payload template, the same Shared Secret and Retry Policy Critical. Then, in each site, turn on Webhook under Logs › Notifications for the alerts you want.
Choose who gets tickets. On Manager › Omada pick the fallback agent; nothing is ticketed until one is saved. Add the controller’s Open API details if you want device status every five minutes.
Enter your license key. Put the key from your purchase email on the plugin’s settings screen so updates reach you.

The New controller form: Name Bayview Bakery office, Which client is this controller for with One client selected and a Choose the client business button, a Webhook Shared Secret box, and Connection options 1 Webhooks only, 2 Cloud-Based Controller and 3 Port forwarding, with Add controller and Cancel.

Add controller: name, client, Shared Secret and how the site reaches the controller.

The webhook address is shown once. If you lose it, press New webhook address; the old one stops working at once.

Buy PBJ Omada

$25 one-time per major version Includes a license key for 3 sites, instant download, and free updates within this major version. Requires PBJ CRM (latest version).