MSP Manager Release Notes

Version 2.16 was first available for general availability (GA) on June 24, 2017

What's New

MSP Manager 2.16 upgrade is now complete and brings the following changes:

  • New

    Performance Improvements

    New in this release we have added the Dashboard tab to the "Single Page Application" space that was created in 2.14. This means that switching between Helpdesk, Scheduling, Knowledge, Customers, and now Dashboards should be faster than ever. Furthermore, the 'Single Application Space' load time has been optimized to provide further enhanced performance.

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

    NOTE: We recommend clearing your browser cache (CTRL-F5) to avoid unexpected behavior.

  • New

    Notifications

    New in this release a new, more professional HTML based template is now available for system notifications. Users can opt in to use either text or HTML notifications on a system or per-customer basis.

    NOTE: This is just the first iteration, in the future we will provide more control and additional languages.

  • New

    Service Plans

    As part of our efforts to continually update and improve the application, we have converted Service Item Templates to "Service Plans". A Service Plan can be assigned to multiple customers keep a strong link to the associated customer level service items. This allows for quick and easy bulk management of services that are consistent across multiple customers.

    TIP: Combine this with Program Levels to maximize your configuration efficiency.

  • New

    Queues

    Ever wanted to assign a ticket to a Queue that a specific team watches rather than having to chose specific ticket owners? New in this release users can create and assign tickets to queues. Users can view the contents of queues in the helpdesk just like other ticket lists. In the future this will be used for more advanced functionality such as workflows and reporting.

  • New

    Tags - Asset

    Ever wanted to add a tag to an asset for special handling and information purposes? New in this release users can add tags to assets easily in the asset editor. In the future this will be used for more advanced functionality such as filtering, workflow, and billing.

Fixed Issues

  • Fixed

    An issue that could result in users being spontaneously logged out of the application has been resolved.

  • Fixed

    A problem that prevented using arrow keys or backspace in the quick ticket time entry box has been fixed.

  • Fixed

    Contact Information is once again presented when hovering over the Contact in a ticket.

  • Fixed

    The date format when setting Due Date for a ticket now correctly follows the company culture settings.

  • Fixed

    Ticket numbers are no longer truncated when editing a ticket.

  • Fixed

    Password notes are once again correctly formatted in expanded records on the Passwords list page.

  • Fixed

    Sorting of tickets in the new Helpdesk is not consistent with old Helpdesk.

  • Fixed

    An issue that prevent changing the Customer when creating a ticket from a ticket request has been corrected.

  • Fixed

    Known Issue Fixed: The list of Service Items associated with a customer are now grouped correctly by Active & Inactive.

  • Fixed

    When creating appointments within tickets, the tab order of fields is now properly ordered.

  • Fixed

    A problem that using the date control when selecting the end date for Service Items in the new Customers tab would set the incorrect date has been resolved.

  • Fixed

    The date format for ticket appointments in the new Customers tab now correctly honors the culture selected for the Company.

  • Fixed

    Filtering on "Completed Last Month" has been corrected to only include accurate tickets.

  • Fixed

    Known Issue Fixed: An issue that would result in multiple duplicate email addresses appearing in the 'CC' field of tickets has been fixed.

  • Fixed

    The close button on the Info Panel has been added where it was previously missing and prevented operations such as saving time entries and accessing the Quick Ticket pane.

  • Fixed

    The currency format for Service Items in the new Customers tab now correctly honors the culture selected for the Company.

  • Fixed

    The email address of a ticket's contact is no longer auto-populated in new Notes.

  • Fixed

    Certain ticket edits that would incorrectly report that "You will lose unsaved content" have been changed to no longer present this message.

  • Fixed

    Information in the "Associated Information" panel no longer contains details of the wrong customer.

  • Fixed

    Overage Mapped Item' is once again available for configuration within Customers > Rates.

  • Fixed

    Tickets will once again default to taxable when the selected Service Item is configured to 'Default all new tickets to taxable'.

  • Fixed

    Email address links in the new Customers tab will now correctly populate the the 'To:' field of your email to the actual email address.

  • Fixed

    A problem that could cause a Flat Fee Service Item to indicate an incorrect number of assets has been fixed.

  • Fixed

    A timeout issue when running a billing batch which could ultimate result in duplicate entries when the batch was rerun has been corrected.

  • Fixed

    The '+' symbol allowing for the viewing of details on Company Dashboard > Service Utilization as well as viewing billing periods for a Service Item in the Customers tab are now properly hidden when a user does not have 'View Billing' permission.

  • Fixed

    An erroneous message "End date should be greater than Start date" when changing the end date of a Service Item in the new Customers tab has been removed.

  • Fixed

    An issue where the complete list of passwords would not be displayed in the passwords list has been resolved.

  • Fixed

    A more accurate message is now displayed when the start date for a Service Item cannot be updated because there are tickets associated with it.

  • Fixed

    Known Issue Fixed: When adding new program levels it will automatically associate Customers and Service Plans.To work around this issue deselect the unwanted options.

Known Issues

 

  • Known

    New in 2.16 - Search for customers in Service Plan is not working when using ENTER. As a work-around, click on the 'Search' icon.

  • Known

    New in 2.16 - When first selecting the 'Queues' menu option in Helpdesk, the ticket list is not updated until you select a specific Queue.

  • Known

    New in 2.16 - Selecting 'View Bill' from Customers > Service Items currently will not display the bill and loads a blank page. You can view the bill form Company Dashboard > Service Utilization as a work-around.

  • Known

    Customers (Preview)- Program Level -Rate list is not loading in time entry.

  • Known

    Attempting to 'View Bill' by routing through an open Customer Service item by clicking on (+) icon, Billing History click 'View Bill' is currently redirecting to 'Knowledge' tab.

  • Known

    Service Item Editor's quantity field should be grayed out when Use asset count is checked this is a display only issue.

  • Known

    The Tickets List in the Customer (PREVIEW) is showing the incorrect Completed Date to work around this issue at this time use Classic Mode

  • Known

    Customer Tab (PREVIEW) is not successful when applying Ticket Status filters on a customer Ticket List. Classic Mode can be used to work around this issue.

  • 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

    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.

  • Known

    Helpdesk (PREVIEW) 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

    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.
     

  • NOTES

    Please be advised an update to the mobile app is still pending. In the meantime the new features added in MSP Manager 2.16 will cause the following affects for those using the mobile app, for Queues and Asset Tags:

  • Known

    When updating a ticket using the mobile app which has been assigned to a queue will cause the ticket to be unlinked from that queue.

  • Known

    When updating from the mobile app an Asset with tags assigned to it, these tags will be unlinked from that asset.