MSP Manager Release Notes

Version 2.14.1 was first available for general availability (GA) on April 8, 2017

What's New

  • New

    The feature set in 2.14.1 is designed to help efficiency using the system, address performance and workflow opportunities, and set us up for even more exciting features in the months to come!
     

    Attachments in Procedures


    New in this release Procedures now support both attachments and rich text. This will allow you to document even more detailed processes and procedures within MSP Manager.
     

    Helpdesk Performance Improvements


    Listening to your feedback, we understand the need for quicker response times within the Helpdesk. As of 2.14.1, the helpdesk has been rebuilt using cutting edge technology (NG2) to be faster and easier to use. In addition, Helpdesk, Scheduling, and Knowledge, have been built in a single 'application space'. This change allows for near instant switching between tabs and full caching of your work within those three tabs. The new helpdesk has been provided as a "Preview" so you can benefit from the new performance while leaving the legacy helpdesk in place for use in case of issues. NOTE: If you switch to a tab other than scheduling, knowledge, and helpdesk, it will leave the single application space and thus will take time to load the new page. In the future, we will be adding additional pages to this new paradigm for further performance enhancement.

     

Fixed Issues

  • Fixed

    Ticket description alignment has been adjusted.

  • Fixed

    Ticket Timer Start and End time will now adjust to the time zone settings in Account Settings for your company.

  • Fixed

    An issue has been fixed where, in Firefox only, the start and end time for a timer would not match the times shown in the time log.

  • Fixed

    An issue with Time Entries on tickets not displaying in the correct order has been repaired.

  • Fixed

    A scenario resulting in taxes applied to non-taxable service items is now corrected.

  • Fixed

    The problem that SLA was not being calculated for tickets created via the portal has now been resolved.

  • Fixed

    An issue where a ticket request with an attachment with no name could not be converted into a ticket has been fixed in Helpdesk (Preview). If you experience this issue, please create the ticket in Helpdesk (Preview).

  • Fixed

    A rare condition where a response could be sent to a contact for the wrong customer has been corrected.

  • Fixed

    A scenario blocking a scheduled appointment from showing up on the calendar has now been resolved.

  • Fixed

    The problem that test search was not working in Helpdesk has been resolved in Helpdesk (Preview) which has been optimized and returns search results significantly more quickly.

  • Fixed

    An incident involving Rates not mapping successfully to QuickBooks online when exporting invoices has now been corrected.

  • Fixed

    The first name and last name have been added to drop-down box in Contacts in ticket editor.

  • Fixed

    When no default location is set for a customer, the application will no longer automatically set a location when creating a new ticket.

  • Fixed

    When stopping a time entry, there is now the option to notify customer contacts

Known Issues

  • Known

    The start time and end time are adjusted when a timer is stopped in order to correspond to the ‘Time Spent’ calculation, which is the sum of all running time segments for the time entry. In a future release, we will modify this behavior so that start time and end time will match the real times represented in the time log, but ‘Time Spent’ will remain adjustable for billing purposes.

  • Known

    Contacts listed in the 'Contacts to cc' drop down within tickets my appear twice.

  • Known

    The state of a timer may not update on ticket lists when navigating back to the list from within a ticket via the '<' back arrow.

  • Known

    Our terms of service has been updated. All users will be prompted to review and accept the terms of service on first login after 2.14.1 is published.

  • Known

    Attachments cannot be added to Notes via drag and drop using Internet Explorer 11 only. To work around this issue, please click in the drop zone of Notes to add attachments.

  • Known

    Revealing Login & Password does not work trying to view it from within the Asset Panel of any ticket when accessed from Customers > Tickets. If you open a ticket from Helpdesk, Helpdesk (Preview), or Dashboard, revealing Login & Password will work fine from the Asset Panel.

  • Known

    Loading Procedures does not open from within the Asset Panel of any ticket when accessed from Customers > Tickets. If you open a ticket from Helpdesk, Helpdesk (Preview), or Dashboard, Procedures can from the Asset Panel.

  • Known

    Currently, inline images cannot be pasted into 'Knowledge > Procedures' and Responses or Notes within a ticket. This will be fixed in an upcoming release. Images can be added as attachments as a work-around in the meantime.

  • Known

    Searching for related tickets for appointments in Helpdesk can be slow to return results. We recommend using Helpdesk (Preview) which has been optimized and returns search results significantly more quickly.

  • Known

    Users with "view billing" option can run billing batches. This will be fixed in an upcoming release.

  • Known

    Intermittently, it is not possible to load the contents of the Info Panel when viewing a ticket within the 'Customers' tab. If you experience this problem, please view the ticket from the 'Helpdesk (Preview)' tab.

  • Known

    The link to open the ticket within SLA notification emails is currently missing.

  • Known

    When navigating to another tab while you have unsaved ticket edits, you will not be prompted that unsaved changes will be lost. Please ensure you save all changes before navigating away from the ticket editor.

  • Known

    When a user clicks 'Save' in the "Edit Ticket Information" pane of the ticket editor, unsaved changes in related items (time entries, notes, etc.) will not be saved. The user will also not be warned about this behavior. Please be sure that all child items are saved prior to saving ticket information changes.

  • Known

    In the Dashboard tab, the "hover-over" tooltip on a running or paused timer may display improperly due to a formatting issue. This will be resolved in the next release.

  • Known

    Time entries added to while editing a ticket in Dashboard tab will currently not be saved. Please add time entries from other locations within the application.