MSP Manager Release Notes

Version 2.15 was first available for general availability (GA) on May 6, 2017

What's New

MSP Manager Version 2.15 furthers our efforts to enhance the performance of the MSPM platform, address some key feature requests

  • New

    Performance Improvements

    New in this release, we have added the Customer tab to the "Single Page Application" space that was created in 2.14. This means that switching between Helpdesk, Scheduling, Knowledge, and Customers should be faster than ever. For your convenience, in case there are issues, we have maintained the existing Customer and Helpdesk pages as "Classic modes" which can be accessed by using the drop-down in the header menu.

    NOTE: If you switch to a tab other than customers, 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.

    DashboardMenu.png
     

  • New

    Redesigned Customer Wizard

    As part of our efforts to continually update and improve the application, we have refreshed the new customer wizard with a more modern and consistent interface. The wizard also utilizes 'Program Levels' (discussed below) for even faster configuration.

    CustomerWizard.png

  • New

    Customer Access Groups

    Ever wanted to limit the Customers that a Technician(s) has access to without needing to "Assign" them to the customer? New in 2.15, you can define Customer Access Groups, which limit the Customer scope that a Technician can access.

    Upgrade Note: For those who have users who do not have 'View All Customers' selected each user will be have a custom access group created for them.

    •    Assign an Access Group to a customer

    AccessGroups.png

    •    Create and manage your access groups in Account Settings

    AddAccessGroup.png

  • New

    Program Levels

    Are your business offerings divided into Gold, Silver, or Bronze programs? Do you have a highly standardized way of charging your customers? New in 2.15, you can build program levels to match your business offerings allowing you to easily apply complex service item template sets to customers in a few clicks.

    NOTE: Service item templates have been renamed to Service Plans to support future changes.

    NOTE: This is just the first iteration. More exciting changes are coming to service plans and program levels that will further increase their usability.

    ProgramLevels.png

    •    Organize your service plans and programs under Account Settings -> Billing

    •    Create comprehensive complete standard programs for your customers in bulk.

Fixed Issues

  • Fixed

    Organize your service plans and programs under Account Settings -> Billing

  • Fixed

    The problem that the tooltip for reveal/hide password would remain visible and hinder functionality is now corrected.

  • Fixed

    Known Issue Fixed: The email notification for SLA once again contains a link to the ticket.

  • Fixed

    Known Issue Fixed: Users with "View Billing" option are no longer able to run billing batches.

  • Fixed

    Known Issue Fixed: A confirmation prompt will now be presented when navigating away from the ticket editor with unsaved changes.

  • Fixed

    Known Issue Fixed: In the Dashboard tab, the "hover-over" tooltip on a running or paused timer will no longer display improperly due to a formatting issue.

  • Fixed

    A problem where the 'Type of Work' would sometimes not be saved in time entries has been fixed.

  • Fixed

    The Customer field can once again be changed when creating a ticket from a ticket request.

  • Fixed

    An issue that prevented SLA from being displayed when a given SLA option was not configured has been resolved.

  • Fixed

    Errors that could happen when marking a ticket as complete immediately after stopping a timer have been fixed.

  • Fixed

    The customer field is now the default when opening a ticket from the quick ticket window.

  • Fixed

    Helpdesk now correctly populates 'CC' users when adding a response.

  • Fixed

    A problem that prevented opening of online documentation from some locations within the application has been resolved.

  • Fixed

    Formatting is no longer lost when editing long procedures in the Knowledge tab.

  • Fixed

    "Select all" from within search results will now only select the search results rather than ALL tickets.

  • Fixed

    An issue that prevented a note from being added when no contact was selected has been resolved.

Known Issues

  • Known

    New in 2.15: The selected sort option is not remembered on the Helpdesk tab. This will be resolved in an upcoming release.

  • Known

    New in 2.15: Currently it is not possible to add more than one new Service Plan to a Program Level that use the same Rate Template via Account Settings > Program Level > Add New Service Plan. The work-around for this issue is to add Service Plans with Rate Templates via Account Settings > Service Plans. Then select the pre-configured Service Plan in the Program Level editor. This will be resolved in an upcoming patch release.

  • Known

    New in 2.15: Currently under Service Items: Customers->tickets - It is not possible to save a ticket when there's no default Service Item. To work around this problem, you can choose a different Service Item, Set Default Service item, change customer in Customer list and return back to original Customer.

  • Known

    New in 2.15: Momentary performance delay using (F5) Refresh page under Service Items: Customers->tickets - refreshing page (F5) shows "before you can start...". No work around required it will appear after a couple seconds.

  • Known

    New in 2.15: Currently an issue exists preventing the ability to duplicate tickets in Helpdesk

  • Known

    New in 2.15: Quick Start has an issue where Customer tab is not working. In the meantime Customer tab can be accessed via Customer tab from main menu.

  • Known

    A handful of issues may appear when working on tickets in 'My Dashboard', 'My Tickets' or Billing. These include trying to reveal login & password or loading procedures from the Asset Panel in the ticket editor. You also may find it slow to search for related tickets when adding appointments from these locations within the application. As an alternative, we recommend performing these types of operations from the Helpdesk or Customer tabs. These problems will be resolved in an upcoming release.

  • 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

    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

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

  • 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

    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

    You may encounter a problem that prevents tickets from being deleted using Internet Explorer 11. As a work-around, please delete tickets using a different browser. This will be fixed in an upcoming release.