MSP Manager

Add "Invoiceable Items" to tickets

Currently the only way I can see to add "Charges/Invoiceable Items" to tickets is by using "Expenses". I believe that in Accounting terms "Expenses are somethng that you incur, not something you charge. I propose having an "Invoiceable Items" tab. 1. It should include a dropdown for Templated items that will prefill the price, description and accounting fields (Taxable, Mapped Item). The accounting fields must not ...more »

Submitted by (@alan.blair)

MSP Manager

Add "Last Customer Response" to sort by in MSP Manager

Would like the ability to sort my opened tickets by a Customers Last Response. Currently you can do it for Last Update but that can mean a User in MSP Manager (tech) added a comment. Under "Sort by" in HelpDesk I want the ability to view when customers last responded to work those tickets.

Submitted by (@patrick.modarelli)

MSP N-central

PSA - Support for ConnectWise Merge(d) Tickets

ConnectWise introduced the ability to merge tickets back in July 2016. After trying to verify compatibility with N-Central at the time, we learnt that merged tickets were not supported through N-Central as the associated ticket numbers wouldn't track back correctly after the merge takes place. I assumed that this would mean N-central would talk to ConnectWise about it, but it looks like that never happened or talks halted ...more »

Submitted by (@prejay)

MSP N-central

Auto close tickets sent to PSA via Sheduled Tasks

We have Scheduled tasks setup under certain rules for clients, ie, install Anitvirus, DNS filtering, system maintenance, etc, that we send over to the proper board in the PSA for proactive time keeping purposes. We would like to auto close successfully run tickets with a time attached to them for reports so it doesn't effect our SLA.

Submitted by (@bperkins)

MSP Manager

Add "new ticket/add a new ticket" button when on dashboard

Hi! I would be extremely useful to have a button for "New Ticket" or "Add a New Ticket" when looking at the customer on the dashboard. This would eliminate me from having to then click tickets and then choose "Add a ticket". The most common action when you open a customer's information is going to be to add a ticket, in my opinion. At a minimum, the option to add a ticket should be listed under the "ACTIONS" button. ...more »

Submitted by (@matthew.miller)

MSP Service Desk

New Ticket requests ticket queue drop down issue

When configuring a Staff Agent to have access to specific Ticket Queues they can only see those queues. However, when Staff Agent goes to create a NEW ticket they can see ALL Ticket Queues from the drop down meaning the Staff Agent can assign the ticket to a Queue they do not have access to.

Submitted by (@patrick.modarelli)

MSP Manager

Auto-Correct Date/Time Entries

It's a bit time consuming to have to make sure that my date/time entries are *perfect* when enter them anywhere. For example, if I enter "3/13/2018 12 PM" it say's it's invalid. Or if I enter "3/13/2018 12:32PM" (missing a space), it says it's invalid. I also can't leave off the AM/PM, or else it's invalid. Most websites use just a little bit of JavaScript to parse a date/time entry to convert a "common sense" (so-to-speak) ...more »

Submitted by (@ben.dvs)

MSP Manager

Improve formatting in the Time fields

When entering timings into a ticket such as start time and finish time, I've found the formatting to be a little bit too finicky. The need to specify whether it is AM or PM (not being able to just continue entering and have it pick up automatically), and that it seems to hate lack of spacing between the time and whether it is AM or PM is a l (8:30AM is invalid, where 8:30 AM is fine). The other aspect that I think would ...more »

Submitted by (@mclscott)