This release features a powerful new Recurring Service Automation (Price-to-Asset) capability along with a greatly improved Recurring Service Proration model. The release also includes improvements in Service Desk, Finance, and a number of incremental fixes.
New Features
Finance
Recurring Service Proration -
We have greatly improved the user experience for entering and tracking prorated charges related to increases and decreases in recurring service units. Includes a new section on the contract page which displays details about all prorated charges by effective date. Proration model also applies to unit changes posted by partner integrations via the API.
Recurring Service Automation -
Units for recurring services can be automatically derived and updated based on VSA agent counts. You can tie any recurring service line-item to a VSA machine group and machine view. The system will automatically check the agent count on a nightly basis, and unit increases and decreases will be automatically prorated with the appropriate effective date. Leveraging the power of machine groups and views, you can automatically bill based on the same filters you use to manage agents and set policies in VSA. Note: To use this option, the client account must be mapped to a VSA organization, and the RMM integration must be active.
Enhancements
This release adds the following enhancements:
General -
Added Company Name and Gateway URL that are displayed in My Profile page.
Service Desk -
Added pagination to the multi tenant list.
Timesheet approvals or adjustments will not affect last activity date on tickets.
A new configuration option (in Company Settings) allows you to configure how to track 'Actual Resolution Minutes' when a ticket is reopened. Upon ticket reopen, you can add all of the time that transpired while the ticket was closed, or not.
Finance -
Added ability for included labor hours to flow through to an Invoice as zero price labor entries showing the hours that were entered. For example, included hours entered against a Retainer by Hours contract can be shown on an Invoice (with a zero price since they are included in the retainer).
Added a new invoice template entitled Summary Time Totals, Product Charges, and Time Notes (Legacy PSA). This invoice format will be familiar to some users of legacy PSA products.
Quickbooks Online Integration -
Added two new sync options to set the QuickBooks payment options: "Allow Online ACH Payment" and "Allow Online CreditCard Payment".
Reports -
Renamed "Average Tickets and Time per Client" report to "Average Tickets and Time per Account" in Reports > AdHoc reports > System Reports > Service Desk.
RMM Inegrations -
Removed redundant "Account(s) don't match" message from the import page. This message is not needed because these accounts are visible on the exports page.
Bug Fixes
This release includes the following bug fixes:
General -
Fixed keyboard shortcut for confirming invoice generation.
Fixed keyboard shortcut for sending Batch Invoices.
Fixed the pop-up dialogues in Chrome browser.
CRM -
Fixed the issue with adding email domains in CRM accounts.
Finance -
Fixed the issue with billing review that took the cost, if the price was set to 0 on charges.
Fixed the issue with billing automation that was producing different results compared to manually processing items through the billing review process.
Fixed the issue with sorting details when generating/regenerating 'Detailed Invoice With Detail Dates' Invoice Template.
Service Desk Tickets -
Fixed the issue with ticket SLA that was not added to a ticket created in the Client Portal.
Fixed the issue with pausing SLA clock for a ticket initially created with the “Waiting for Customer” SLA status.
Fixed the issue with displaying the "Default gateway" field title.
IT Glue -
Fixed the issue with displaying the logo and name (created in IT Glue) in the BMS widget.
REST API -
Fixed an issue in recurring service contracts when adding services using REST API.
Fixed the issue with displaying phone number and email of a contact imported from OKTA.
QuickBooks Online Integration -
Fixed the issue with exporting discount items with a dash (-) in the COA name.
Fixed the issue with exporting invoices that have non-inventory items.
RMM Integrations -
Model number and asset tag were being cleared during the VSA Asset Sync. This has been corrected.
Batch Delete tickets in BMS only closes the first ticket of the batch.
Fixed the "Reopen closed duplicate tickets" option.
