MSP Manager Release Notes

Version 3.6 was first available for general availability (GA) on February 15th, 2018

Fixed Issues

  • Fixed

    Additional logging has been added to trace the root cause, and ultimately help resolve, an error regarding tickets generated from an integrated N-central server.

  • Fixed

    An issue that prevented tickets in RMM for outages from automatically being assigned to a specific user/account has been fixed.

  • Fixed

    A problem that could cause the SLA status to be displayed for tickets without an ALS applied has been corrected.

  • Fixed

    The size of the Ticket Details field has been extended to allow saving more than 8K chars and preventing errors when trying to save.

  • Fixed

    A condition that could cause an email from a particular recipient to not be read from the monitored mailbox has been rectified.

  • Fixed

    A problem that may cause Users imported from RMM to be stuck in 'Waiting for Activation' status has been corrected.

  • Fixed

    An issue that resulted in the values presented in the Billed Tickets Report to be inaccurate has been fixed.

  • Fixed

    An issue with Information being lost between angled brackets in HTML responses has now been resolved.

  • Fixed

    The ticket link in the notification for "When a ticket gets marked as complete" has been corrected to no longer point to 'Helpdesk (Classic)'.

  • Fixed

    A spelling error has been corrected in the default notification template for "When an expense gets added to a ticket”.

  • Fixed

    The error message when a mailbox cannot be added because the email is already in use for a User has been updated to be more descriptive and helpful.

Known Issues

  • Known

    Tickets being generated from N-central may fail with error XXXXX. The ticket will be generated, however the ticket will not be updated based on status changes in N-central.

  • 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

    The 'My Dashboard' graph may be misaligned when viewing on a Surface Pro 4 or other 4k resolution screen.

  • 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

    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.