MSP Manager Release Notes

Version 2.10 was first available for general availability (GA) on October 22,2016

What's New

  • New

    Recurring Tickets: Do you perform regular maintenance on your customers? Perhaps you have a recurring onsite visit? New in 2.10 you can create recurring tickets to help you schedule, manage and track recurring maintenance activities. You can create recurring tickets assigned to users or teams. There are also now a wide variety of Scheduler options covering most scenarios you will need. Finally, we also added a new permission for ā€œConfigure Recurring Ticketsā€ under MSP Company Management. On upgrade any user that has the permission to ā€œConfigure Ticket Routingā€ will now automatically have permission to ā€œConfigure Recurring Ticketsā€. This can be changed in roles and permissions to match your needs.

  • New

    Pause a Running Timer: Every had a colleague distract you while you were working a ticket? Maybe you are in the middle of a database maintenance when the phone rings and there is a server down? New in 2.10 you no longer need to enter your details and close your running time, you can simply pause the running timer until you get back to the task. All with just one click!

  • New

    Export a Report as a CSV: Ever needed to download the raw data for an MSP Manager report? Perhaps you want to import into an accounting system or do some data analysis in Excel. New in 2.10 all reports can be downloaded in CSV format so you can perform data analysis and integration easier than ever.

  • New

    On Hold Status: Ever wanted to place a ticket in an ā€œOn-Holdā€ Status so it is obvious that you are waiting on the customer or parts to arrive? In 2.10 a new ticket status called ā€˜On-holdā€™ has been created for your use.

  • New

    MSP Business Hours: New in 2.10 you can now set your MSP business hours in Account Settings -> Default Settings.

Fixed Issues

  • Fixed

    Attachments added through the portal will now be properly added to tickets

  • Fixed

    Ability to save reports in Excel format has been added

  • Fixed

    An issue where Ticket Request Count would not update if a Ticket Request was deleted is now resolved

  • Fixed

    The Firefox v49 issue involving the Save button graying out for Time Entry has now been corrected

  • Fixed

    The duplication of Expiry notifications has been corrected

  • Fixed

    Word Wrapping has been corrected for Responses and Public Notes on tickets in the Customer Portal

  • Fixed

    Bug Responses are now sorted by time correctly

  • Fixed

    Customers changing their email address will not lose access to their tickets/customers listings

  • Fixed

    A situation involving the inability to remove Inactive Users in MSP Manager has now been resolved

  • Fixed

    The situation regarding clicking 'Start Timer' before the ticket has fully loaded causing some UI elements to hang has now been resolved

Known Issues

  • Known

    Potential issue with reset password from portal for MSP contacts

  • Known

    The merge ticket option does not exist in the Helpdesk "Reading View". To work around the issue, you can use the "List view" and merge tickets from there.

  • Known

    Active Timers are not shown in the Helpdesk "Reading View". To work around this issue, use the "List View".

  • Known

    If a recurring ticket cannot be generated the user is not currently notified. This will be fixed in a future release, in the meantime to work around the issue you can see a full list of recurring tickets and their last creation time in the Helpdesk under Recurring tickets.

  • Known

    When a new time entry is added to a ticket you may need to refresh the ticket editor page in order to see the newly added time entry. This will be fixed shortly in a future release.

  • Known

    When you start a timer from within the Ticket editor the quick ticket 'running timer' indicator may show as off.

  • Known

    When a timer is added to a ticket the ticket may not appear in the Helpdesk ticket list.