2024.1 Release Notes

Ticket priority is a critical part of resolving tickets. Without a framework for establishing priority, it is challenging to meet service-level agreements and trigger incident escalations appropriately. If priority becomes a subjective process of personal interpretation, tickets cannot be resolved in an efficient and logical way.

Impact (on a single contact, multiple contacts, or the entire company) and urgency (the inherent severity of the issue: low, medium, high) should determine the priority that is assigned to a ticket. To make this process easier, we allow administrators to map all possible combinations of impact and urgency to ticket priorities.

Since our customers' ticket priority lists contain many custom values, the priority options are initially unmapped. To map impact and urgency to a ticket priority, do the following:

1. Navigate to the Admin > Features & Settings > Service Desk (Tickets) > Impact & Urgency Mapping page.
2. For each possible combination of urgency and impact, select the ticket priority that will initially populate the Priority field.
   
3. Click Save.

Note the following:

• Impact and urgency can only be mapped to a priority during ticket creation, not while editing a ticket.
• You can assign the same priority to multiple combinations of impact and urgency.
• It is possible that ticket categories exclude certain ticket priority options. If that is the case, selecting impact and urgency will leave the Priority field blank.
• If a ticket priority is inactive, it cannot be selected. However, if a mapped priority is inactivated, it remains mapped.

On the dashboard, we have added the ability to group and filter pending and posted billing items by Kaseya module. Kaseya module grouping and filtering is only visible if Integrated Customer Billing is enabled.

Integrated Customer Billing allows you to bill for Kaseya modules in Autotask using contract services. Billing items are a period on a contract service.

• To get any meaningful data, you must be completely set up with Integrated Customer Billing.
• Then, you must allow the overnight sync process to run successfully at least once, so you have some data to report on.
• Finally, you must create one or more widgets in the Pending Billing Items and/or the Posted Billing Items entity, and group and possibly filter the data by the new Kaseya Module selection.
  
• Add the widgets to a dashboard tab, maybe a new "ICB" tab:
  
• You can drill into the widget and manage the data in the normal manner.

We have updated the look and feel of the Integrated Customer Billing page.

You can filter and sort this list in a variety of ways, and enable and disable a module using a slider.

In addition to globally available advisory boards, you can now create change advisory boards (CABs) that are associated with a specific organization.

Simply select an organization in the Organization Members section of the CAB you are creating or editing. In addition to resources and co-managing users, this will allow you to add contacts of this organization or its parent organization as approvers.

• Access to the Client Portal is required to grant approval, so the organization must be of type Customer or Vendor.
• You will not be able to use an organization-specific CAB for change management tickets associated with any other organization.

NOTE  If the parent-child relationship is broken, parent organization contacts will automatically be removed from the CAB.

CABs not associated with an organization are considered "global. " You cannot add organization contacts as permanent members to the change advisory board, but you will be able to use the Other Members option for a specific ticket.

SECURITY  Permission to Delete/Uncomplete checklist items

Users with permission to delete or uncomplete checklist items can delete individual items or can use the bulk menu to delete all, non-complete, or selected items.

Do the following:

1. On the entity page, click Edit.
2. Navigate to the Checklist section.
3. Right-click on a checklist item and select Delete.
4. To delete multiple items, select them using Ctrl-click, and then select Delete Selected from the bulk menu. Or, select Delete All or Delete Non-Completed without row selection.
5. The specified items are removed from the checklist.

NOTE  You must save the ticket to permanently remove the deleted items. If you made a mistake, cancel the editing process.

On tickets only, users who have the IT Glue integration enabled can generate an Autotask ticket checklist from an IT Glue checklist template.

To select an IT Glue checklist template do the following:

1. Create a new ticket or put an existing ticket in Edit mode.
2. In the ticket Checklist section, click Add from IT Glue.
   
   The Select Checklist window will appear.
   
3. Select an IT Glue checklist. A preview of the checklist items will be displayed.
4. Click Save & Close. The checklist tasks will be added to the Autotask checklist as items, but assignees and due dates will not be created.

IMPORTANT  Once added to the ticket you will be able to manage the checklist like any other Autotask checklist. No restrictions will be placed on items originating from IT Glue checklist templates. It will not be linked back to IT Glue.

Organizations that have the IT Glue integration enabled have the option to map a ticket library checklist to an IT Glue checklist template. Checklists associated with tasks are not supported.

1. Click the dropdown control and select a ticket checklist template.
2. Once you select a template, a preview of the current checklist items in IT Glue will be displayed.
    
   • The checklist items from the IT Glue Checklist Template will be populated into the Autotask checklist when the checklist is applied to a ticket.
   • On the Checklist Library page, a check mark in the IT Glue Checklist column indicates that the checklist is associated with an IT Glue checklist template. Hover over the check mark to display the name of the IT Glue checklist in a tooltip.
   • This option is available only for ticket checklists.
3. Click Save.

NOTE  You cannot manually edit checklists associated with an IT Glue checklist template or create additional checklist items. You can edit the ticket checklist created from the template.

In the new Client Portal, each user can select the language they prefer from the following options:

• English
• Spanish
• French
• German

To select a language, do the following:

1. Navigate to the user menu in the top right corner of your window.
2. Click the dropdown next to your name and select Settings.
   
   The Settings page will appear.
   
3. Select your preferred language and click Save. The page will be refreshed and appear in the selected language.
   

NOTE  The selected language only applies to the new Client Portal. If you return to the Legacy Client Portal, the language reverts to its language setting. Also, the names of any custom fields created by your service provider will appear in the language they were entered, as will any data.

You can now bulk edit and delete multiple to-dos or CRM notes at one time. This feature is similar to the task and ticket Forward/Modify feature, and is available on the to-do and notes search pages, as well as on the to-do and notes Accessory tabs on organization, contact, and opportunity pages. Widget grids do not support bulk menus.

To edit multiple to-dos or CRM notes at one time, complete the following steps:

1. Navigate to a to-do or note search page or an entity accessory tab.
2. Use the check boxes in the left column to select multiple items.
   
3. Click on the bulk menu and choose Edit Selected Items. The Edit Selected Items page will appear.
   
4. Select the check box for the fields you want to edit. Fields that are not selected will not be updated.
5. Enter the updated values.

6. Click Save when you are done.

We have created a deeper integration with the ConnectBooster portal. Autotask invoices that have been synced with QuickBooks (online or desktop) can be paid by the service provider right from the Autotask invoice or from the Invoice History page, and by the client contact from the Client Portal invoice.

1. Make sure the Invoice Number field has been populated from QuickBooks and the Date Paid field is empty.
2. On the Invoice History page, select Process ConnectBooster Payment from the context menu.
   
3. On the Invoice page, click Process ConnectBooster Payment.
   
4. The Assign Payment Contact dialog window will appear. You must enter the name of the contact on whose behalf you are making the payment.
   
5. Start typing or select an organization contact.
6. Click Continue to ConnectBooster. The Order Summary page will open.
7. By default, the total balance will be paid. Enter a different amount if desired.
   
8. In the Wallet pane, click Use. To confirm your selection, click Pay.
   
9. You will see several verification, processing, and success dialog pages.
10. If there is an error, you can close the dialog and try again or go back to Autotask.
11. To add a new payment method, complete the Payment Information section.

IMPORTANT  The integration with both the payment gateway and QuickBooks must be fully configured before ConnectBooster is integrated with Autotask.