MSP Manager Release Notes

Version 2.11 was first available for general availability (GA) on December 7,2016

What's New

  • New

    SLA Business Hours
    As of this release the SLA policy can now be configured to Pause when outside business hours. This will allow you to offer a true reading of SLA percentage in a limited hours of operation business. You can now configure business hours at the MSP level or the SLA policy.

  • New

    On-Hold Status
    New in this release the SLA policy can be configured to pause when the ticket is in a certain status. Use the 'On-Hold' status and a configured SLA policy to pause the SLA on tickets when waiting on the customer, parts, etc.

  • New

    Recurring Appointments - Preview
    New in this release recurring appointments can be created an optionally attached to recurring ticket schedules. This expands the recurring ticket feature to allow you to book off your calendar on a recurring basis. This is just the first iteration, currently recurring appointments will appear in the Scheduling View as normal but they do not send notifications to your external calendar; This will be expanded in a future release.

  • New

    Pause Timer
    The Pause timer feature released in 2.10 has been enhanced with the following changes in this release:

    ●  The new timer widget including all start/stop/pause functionality has been exposed in the Helpdesk view

    ●  The new timer widget including all start/stop/pause functionality has been exposed in the Quick Ticket view

  • New

    A new notification system will be rolled out over the course of the next two weeks starting December 7th.

Fixed Issues

  • Fixed

    Performance handling has been improved in response to MSP Manager random unresponsive state behavior.

  • Fixed

    Moving a ticket to "On Hold" will now save the state.

  • Fixed

    A bug that prevented the count of ticket requests to be properly updated when many requests were deleted in bulk has been fixed.

  • Fixed

    Response entries are now sorted by Time.

  • Fixed

    A problem with 'On Hold' tickets not appearing in the Customer Portal has now been resolved.

  • Fixed

    An issue where attempting to login to a Customer Portal results in an 'Http 500' error has been resolved.

  • Fixed

    'On Hold' status is now included in the default filter for Open Tickets.

  • Fixed

    Known Issue Addressed: Marking a ticket as completed with a paused or running timer now properly displays the end time of the timer.

Known Issues

  • 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

    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 Ticket Schedules.

  • Known

    An issue exists that could result in duplicate ticket numbers being generated.

  • Known

    When saving an attachment, the user name is not visible in the ticket. This is a display issue only all data is being properly saved in the database and will be restored once the problem is fixed.

  • Known

    An issue exists that could result in duplicate ticket numbers being generated.The email notifications for SLA contain an incorrect link to tickets. This issue will be resolved in an upcoming release. For now, navigate to the ticket number via the web UI.