MSP Manager Release Notes

Version 3.2 was first available for general availability (GA) on September 28, 2017

What's New

  • New

    Ever have a ticket that is open for a long period of time, with multiple time entries or accumulated expenses but is not yet done? Ever wish you could collect the money for the work you have already completed? Now you can. Currently our MSP Manager application required the ticket to be marked as ‘Complete’ prior to billing. This will no longer be the case. You now have the capability to bill against an open ticket for Hourly Service Items as well as expenses.

  • New

    We have added propagation of the 'Use Asset Count' setting from Service Plans to Service Items, making it easier to set up billing of Flat Fee Service Items. Simply enable 'Partial Billing' in your Hourly Service Items and you can begin collecting money for your work in progress.


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Fixed Issues

  • Fixed

    Both the 'Rates' & 'Amounts' columns are now properly included when exporting the Tickets Report to CSV.

  • Fixed

    All calls to api.mspmanager.com/api/monitoredmailbox now fully encrypt user credentials.

  • Fixed

    Exporting of ticket information to CSV now formats dates as YYYY-MM-dd to be compatible with all software in all locales and languages.

  • Fixed

    All appointments for a recurring appointment will be removed when the schedule is deleted.

  • Fixed

    The ordering of images in ticket responses has been fixed to ensure they are always in the correct order.

  • Fixed

    Ticket Responses will now be properly formatted in the ticket editor.

  • Fixed

    An issue where SLA emails would be sent with no information on SLA times if the ticket has a status of On Hold has been fixed.

  • Fixed

    An issue that could cause a user to be logged out of MSP Manager when switching to 'Account Settings' has been resolved.

  • Fixed

    A problem that could cause tickets that have not breached SLA to be included in the SLA Breached Tickets report has been corrected.

  • Fixed

    An issue that may prevent changing the Rate for a ticket time entry has been fixed.

  • Fixed

    An issue that may result in some customers not being visible in the mobile app has been resolved.

  • Fixed

    Exporting ticket information from the Helpdesk has been corrected to now fully populated all available data.

  • Fixed

    The Tickets and Timesheets Reports to CSV now include the Hours column.

  • Fixed

    A problem where a Device Overdue Alert could cause a ticket to be reopened by multiple devices on repeat overdues has been resolved.

  • Fixed

    The situation where searching for a procedure returns options for multiple customers when filtering by a single customer is in effect has been corrected.

  • Fixed

    Contacts are now properly deleted when removing a Location for a Customer.

  • Fixed

    A problem that could result in the 'To' and 'From' fields not being available in Ticket Responses for a ticket has been fixed.

  • Fixed

    An issue that could prevent Ticket Requests for incoming emails with inline images from being created has been resolved.

  • Fixed

    A more descriptive error message has been added to clarify when a user does not have sufficient permission to create a Customer.

  • Fixed

    A condition that could prevent the deletion of a Service Plan within Account Settings has been corrected.

  • Fixed

    A problem where attempting to set a newly created ticket to 'Complete' would not set the status correctly has been resolved.

Known Issues

  • Known

    On the Company Dashboard, User Stats information will not show any change after partial billing of a ticket.

  • Known

    Attempting to view the contents of a response using Edge or IE11 browsers may not show the contents of the response. This is a limitation of the ability of those browsers to render iframe contents. As a work-around, we suggest using either Chrome or Firefox.

  • 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

    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

    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

    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 tickets list in the Customer tab is showing the incorrect completed date. To work around this issue, use Classic Mode or view the completed date from within the ticket editor.

  • Known

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

  • 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.