MSP Manager Release Notes

Version 3.3 was first available for general availability (GA) on November 20, 2017

    Fixed Issues

    • Fixed

      Problems related to time zone offset problems in billing for Hourly Service Items have been resolved.

    • Fixed

      Various issues that could result in SLA calculations being reported as inaccurate have been resolved with the rework of the SLA service.

    • Fixed

      An issue that prevented SLA notifications to be sent for merged tickets has been fixed.

    • Fixed

      The currency symbol for Service Item Rates associated with a Program Level now reflects the proper currency for the company.

    • Fixed

      The layout of the Billed Tickets report has been updated so that all information is easily readable.

    • Fixed

      A problem that prevent associated customers from being displayed for inactive Service Plans has been corrected.

    • Fixed

      An issue that would result in deactivated user accounts being sent expiry notifications has been corrected.

    • Fixed

      A bug that prevented exporting the ticket report to CSV for anything more than 200 tickets has been resolved.

    • Fixed

      A problem that prevented editing of 'Additional Rates' for Service Items at the Customer level has been fixed.

    • Fixed

      A condition that could result in "an error has occurred" when deleting a user account has been rectified.

    • Fixed

      The trial expiry pop-up is no longer presented for RMM integrated companies.

    • Fixed

      Queue views will no longer re-direct to Open Tickets list upon page refresh.

    • Fixed

      A problem that could result in the status of a monitored mailbox being intermittently reported as "Awaiting connection attempt" has been corrected.

    • Fixed

      An issue that could prevent notifications being sent for tickets assigned based on workload has been resolved.

    • Fixed

      A problem that prevented Assets from saving when the OS details of the Assets was >50 chars has been fixed.

    • Fixed

      A display issue that could indicate the incorrect 'next occurrence' for a scheduled ticket has been resolved.

    • Fixed

      Fixes have been included that will address possible UI lockups and 'error' reported when trying to login.

    • Fixed

      A problem that prevented login to the customer portal when the username contained special characters has been resolved.

    Known Issues

    • Known

      The Billed Tickets report may incorrectly reflect tickets that were billed at the very end of your billing period as a result of time zone offset issues. This applies to tickets associated to Service Items other than Hourly Service Items. These problems will be resolved in a future release.

    • 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

      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

      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

      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.