2025.4 Release Notes

Schedule

For an explanation of the zones, refer to Where am I hosted?

Zone Date From (UTC) To (UTC) Duration
Limited Release and UK Limited Release 31. July, 2025 00:00 04:00 4 hrs
America East 1, 2 & 3 7. August, 2025 00:00 05:00 5 hrs
America West 1, 2, 3 & 4 14. August, 2025 00:00 05:00 5 hrs

UK, UK 2, UK 3, EU 1 (English), and German

 13. August, 2025 19:00 00:00 5 hrs

Australia 1, 2 & New Zealand

 14. August, 2025 14:00 16:00 2 hrs
Spanish 14. August, 2025 0:00 2:00 2 hrs

IMPORTANT  All dates are subject to change. For up-to-date information on scheduled releases, refer to the Kaseya Status Page.

New Features

The Cooper Copilot admin pages have been enhanced to improve your access to Copilot settings. This update includes UI changes on the settings page, such as adjustments to the Smart Summary, Writing Assistant, and Smart Resolution tabs, as well as modifications to multi-language settings. Additionally, new metrics have been added to the reporting widgets, providing you with more comprehensive insights.

The Smart Ticket Triage system introduces new automation capabilities to your ticket management process. With the Assessment function, you can automatically identify missing information in tickets and receive suggestions for improvements. The Association function helps you link similar tickets by analyzing historical data, making it easier to manage and resolve issues efficiently. These features are designed to enhance your workflow, allowing you to focus on more critical tasks while the system handles routine triaging.

NOTE  This feature will be deployed in phased stages throughout the current release cycle.

Assessment Function

  • When a new ticket is created, the assessment section will be visible if set to "Visible" in the Ticket Category. The system will automatically analyze the ticket and present suggested changes based on historical data.

  • If a ticket has not been automatically analyzed, users can click the "Analyze Ticket" button to initiate the assessment. The system will then provide suggested changes, which users can select or deselect before updating the ticket fields.

Association Function

  • The Association function surfaces similar tickets based on historical data. Users can view the top five most similar tickets and take actions such as merging, linking to a problem, or creating an incident.

  • The Association results are visible from a dedicated "Ticket Insight" section, which can be rearranged via the Ticket Category settings.

User Interface

  • The assessment section is located in the main body of the ticket, while the association insights are in a dedicated section. Users can rearrange these sections based on their preferences.

Ticket History

  • When a ticket is analyzed, either automatically or manually, a history event is recorded, capturing the timestamp and user details.

This release expands support for single-byte and multi-byte character languages, allowing you to use Cooper Copilot in your preferred language. An updated user interface makes language selection easier for a more seamless experience.

Single-byte languages:

Single-byte character sets use one byte (8 bits) to represent each character. This limits the number of possible characters to 256, which is sufficient for languages with relatively small alphabets, such as English, French, and other Western European languages.

Multi-byte languages:

Multi-byte character sets use more than one byte to represent a character, allowing for a much larger number of characters.

  • Croatian

  • Filipino

  • Faroese

  • Hungarian

  • Icelandic

  • Latvian

  • Maltese

  • Malay

  • Polish

  • Swedish

  • Arabic

  • Chinese (Simplified)

  • Chinese (Traditional)

  • Greek

  • Hebrew

  • Hindi

  • Japanese

  • Korean

  • Macedonian

  • Thai

  • Māori

NOTE  Multi-byte languages are only visible if your Autotask instance has multi-byte language support enabled. Refer to Multi-byte character support for more information.

List of improvements and fixes in this release

Type Summary

Improvement

Improved the integration between KaseyaOne and Autotask by removing the requirement to enable Require login with KaseyaOne before turning on automatic user creation from KaseyaOne. This change allows you to enable automatic user creation without enforcing login with KaseyaOne.
Fix Resolved an issue where service calls and appointments were not syncing correctly for certain resources in MS Exchange. This fix ensures that all scheduled service calls and appointments are now reliably synchronized.
Fix Resolved an issue where the Project Charge Status was incorrectly displaying as Ready to Deliver/Ship even after all items had been marked as Delivered/Shipped. This fix ensures that the status now accurately reflects the delivery status of items.
Fix Resolved an issue where the Ticket Note Type defaulted to the first type alphabetically when editing a ticket, rather than maintaining the expected default of Task Summary. This fix ensures that the Ticket Note Type remains consistent and defaults to Task Summary both when viewing and editing tickets.
Fix Resolved an issue where a random number '7' appeared at the bottom of the Service Call Edit page. This fix ensures that the page now displays correctly without any extraneous characters.
Fix Resolved an issue where the Repurchase Notification Rule for Block Hour contracts did not trigger when the threshold was set to 0 hours, but the actual remaining hours were 0.01. This fix ensures that the notification rule now correctly fires when the block shows 0 hours remaining.
Fix Resolved an issue where certain negative numbers, specifically the Service Thermometer Temperature, were not being exported to CSV files correctly. This fix ensures that negative values now retain their '-' sign when exported.
Fix Resolved an issue where API users were unable to query the Company ClassificationIcons endpoint without having the Resources/Users (HR) admin permission. This fix allows users to successfully query the endpoint with just the Organizations & Contacts admin access, as originally intended.
Fix Resolved an issue where the My Company Tickets report did not include tickets created on the selected end date when using the To filter. This fix ensures that tickets created on the end date are now correctly included in the report results.
Fix Resolved an issue with the SOAP API where batch updates to ticket statuses resulted in errors due to differing EditEventId values. This fix ensures that you can now perform batch updates to ticket statuses without encountering errors.
Fix Resolved an issue where the Contract field was not accessible on a ticket when using a Ticket Form Template with a Configuration Item that was not associated with a contract. This fix ensures that you can now utilize the Contract field on the ticket even if the selected Configuration Item in the form template does not have an associated contract.
Fix Resolved an issue where users received an 'Access Denied' message when attempting to access the Task To-Go report if they were associated with any Line of Business (LOB). This fix ensures that resources with an assigned LOB can now open the Task To-Go Report for tasks they have access to.
Fix Resolved an issue where clicking the help icon in the Microsoft Extensions > MS Exchange > Resources tab resulted in a 404 error. This fix ensures that the correct help document now appears when you click the help icon.
Fix

Resolved an issue where changes to the Price/Cost Method were not saved when copying products with a Billing Type of Per Contact or Per Configuration Item. This fix ensures that when you copy a product and update the Price/Cost Method, the changes are now correctly saved.

NOTE   Products with a Billing Type of Standard cannot change the Price/Cost Method.
Fix Resolved an issue where widgets using a Contact User-Defined Field (UDF) of type List (Multi-Select) in filters resulted in errors. This fix ensures that widgets with such filters now function correctly without errors.
Fix Resolved an issue in the Autotask REST API where you could update the billing code on posted or invoiced milestones. Now, you can no longer modify the billing code for milestones that have been posted or invoiced.
Fix Resolved an issue with the Autotask API where the LastActivityDate field in ticket webhook payloads was inconsistent between update and create actions. Now, all date-time values in webhook payloads are consistently in UTC.
Fix Resolved an issue in the Inventory module where attempting to restore removed units resulted in an error. This fix ensures that the Restore Removed Units feature now correctly identifies and restores the appropriate stocked item, even when units have been transferred to a different location.

Fix

 Resolved an issue where clicking on a URL User-Defined Field (UDF) after selecting Do not show me this message again on the Leaving Autotask page resulted in a blank webpage. This fix ensures that clicking on a URL UDF now correctly redirects you to the intended site.

Fix

 Resolved an issue where attempting to outsource a ticket with an account city name exceeding 30 characters resulted in an error. The column in the database has been updated to accommodate up to 50 characters, ensuring that tickets can be outsourced without errors.

Fix

 Resolved an issue where the Win Opportunity Wizard page did not close after clicking the Close button when accessed via Kaseya Quote Manager using Chrome or Edge browsers. This fix ensures that the page now closes as expected, improving the user experience and workflow efficiency.

Fix

 Resolved an issue where data from KaseyaOne organizations was not being received in Autotask after the scheduled nightly sync. This issue occurred when modules were enabled in Autotask before the first nightly sync. The fix ensures that after enabling the KaseyaOne integration for the first time, the nightly sync will successfully pull in organizations even before any modules are enabled.

Fix

 Resolved an issue where selecting an Opportunity Form Template with a Default Opportunity Owner and Limited Resource Visibility in the Resources Security Level resulted in an error. This fix ensures that resources with limited visibility can now successfully apply form templates where they are listed as the opportunity owner.

Fix

 Resolved an issue where the '0' Company was only selectable as the default in Tab Settings and not accessible via the Tab-Level Filter dropdown menu after selecting another company. This fix ensures that the '0' Company can now be accessed and selected from the Tab-Level Filter dropdown menu.

Fix

 Resolved an issue in the Client Portal where end client tickets were not displaying work history and attachments in the Activity section. This fix ensures that notes, attachments, and posted time entries are now visible, providing a complete view of ticket activities for end clients.

Fix

 Resolved an issue where line breaks at the start of a Text (Multi-Line) User-Defined Field (UDF) were being removed after each edit and save. Now, line breaks at the beginning of these fields are preserved, ensuring your formatting remains intact.

Fix

 Resolved an issue in Integrated Customer Billing where organization and metric identifier matching was case-sensitive, leading to synchronization problems. This fix updates the processing to be case-insensitive, ensuring consistent and accurate data synchronization across all identifiers.

Fix

 Resolved an issue in the Autotask LiveMobile app where users were able to enter non-numeric values in the Hours field when adding time off, despite a validation prompt. This fix ensures that only numeric values are accepted, preventing invalid entries and improving data integrity.

Fix

 Resolved an issue where co-managed resources were not appearing in the dropdown menu when using a Ticket Form Template, although they were visible in the picker. This fix ensures that all appropriate resources are now displayed in the dropdown menu.

Fix

 Resolved an issue where changing a contract to a Per Ticket contract on a Taskfire ticket with Taskfire time entries resulted in a system error. This fix ensures that Taskfire time entries are excluded from contract updates, allowing seamless contract changes without errors.

Fix

 Resolved an issue where merged or absorbed tickets did not correctly update the Ticket Merged/Absorbed action in the ticket history. Previously, these fields incorrectly showed changes from "False" to "False." With this fix, the ticket history now accurately reflects changes from "False" to "True" or vice versa.

Fix

 Corrected a spelling error in the system tag label, which was incorrectly displayed as "Probleem". The tag label is now correctly spelled as "Problem".

Fix

 Resolved an issue where tasks created via the API with a StartDateTime value containing a non-zero time value resulted in a system error when opened in the UI. This fix ensures that tasks created through the API are now saved with a zero time value (00:00:00), aligning with the UI behavior and preventing errors when accessing these tasks.

Fix

 Resolved an issue where inactive material codes were incorrectly available for selection when outsourcing tickets. Now, only active billing codes are displayed, ensuring that you can only select valid options during the outsourcing process.

Fix

 Resolved an issue where creating a new company and using the Create a Contact option inadvertently removed the primary contact from the company with ID 0. This fix ensures that the primary contact remains unchanged when adding new contacts.

Fix

 Resolved an issue where the warrantyExpirationDate field in the API incorrectly stored time data when it should not have. This fix ensures that only the date is stored, with the time defaulting to 00:00:00, aligning with the expected behavior in the UI.

Fix

 Resolved an issue where the Start/Stop Time Entry option was not available from the Task Widget context menu, regardless of the system setting for requiring users to enter start and stop times on project tasks. This fix ensures that the Start/Stop Time Entry option is now correctly available based on the system settings.

Fix

 Resolved an issue where IT Glue Checklists were not being saved when added to Knowledge Base Articles. As part of this fix, the option to add IT Glue Checklists to Knowledge Base Articles has been removed, as this feature is not currently supported. This change ensures that only supported checklists are available for use.

Fix

Resolved an issue where webhooks were incorrectly triggered when a user was impersonating another user, despite being excluded by WebhookExcludedResources. This update ensures that webhooks respect exclusion settings even when resource impersonation is used.

Fix

 Resolved an issue where users were unable to rearrange tabs by clicking and dragging within certain tab groups on the dashboard. This fix introduces a Customize tab order option in the More menu dropdown, allowing you to open an overlay where tabs can be reordered using a drag handle. Once you click Apply, the new tab order is preserved, enhancing your ability to organize dashboard tabs according to your preferences.

Fix

 Resolved an issue with the REST API where millisecond values were inconsistently recorded in the startDateTime and endDateTime fields of time entries. This fix ensures that all date/time values now consistently include three-digit millisecond precision, aligning with the expected timestamp format and improving data accuracy for API users.

Fix

 Resolved an issue where the Board view would get stuck loading after editing a ticket within the My Workspace & Queues view. This fix ensures that after making changes to a ticket, the Board view refreshes correctly, allowing you to continue working without interruption.

Fix

 Resolved an issue in the new Client Portal where voided invoices were incorrectly displayed as overdue. This fix ensures that voided invoices are no longer shown in the invoice list, aligning the display with expected financial records and improving the accuracy of invoice management within the portal.

Fix

 Resolved an issue where users encountered an error when attempting to open or edit certain tickets due to the Resolution Field. This fix ensures that you can now open and edit tickets without encountering errors, even when the Resolution Field contains complex data.

Fix

 Resolved an issue where the contents of an email body were removed once a ticket was created. This fix ensures that when emails are processed into tickets, the full content of the email body is retained, providing complete information for ticket management.

Fix

 Resolved an issue where the account import process displayed incorrect numbers of accounts imported, and the rollback process showed discrepancies between the expected and actual numbers. This fix ensures that both the import and rollback processes now accurately reflect the correct number of accounts.

Fix

 Resolved an issue where the import and rollback figures for CRM notes and to-dos did not match the initial import batch details. This fix ensures that the import and rollback processes now accurately reflect the correct numbers.

Fix

 Resolved an issue where the product import history page displayed incorrect counts of imported products, leading to discrepancies during the import and rollback processes. This fix ensures that the product import history now accurately reflects the correct number of products imported and deleted.

Fix

 Resolved an issue where users were unable to edit the name of system action types, except for the Opportunity Update type. This fix allows you to edit the names of all system action types.

Fix

 Resolved an issue where domain configuration items with a .uk extension sporadically received WHOIS threshold errors during asset creation. This fix ensures that you can now create domain assets without encountering these errors.

Fix

 Resolved an issue where editing and publishing Knowledge Base articles could result in a system error due to exceeding the maximum depth of rich text fragments. This fix introduces validation to prevent this error.

Fix

 Resolved an issue where users were unable to create PEM-encoded SSL Certificate Configuration Items via the REST API due to invalid Base64 encoding. This fix corrects the decoding process, allowing you to successfully create these configuration items through the API without encountering errors.

Fix

 Resolved a security issue on the Client Portal login page where the redirect URL parameter could be manipulated to redirect users to non-Client Portal pages. This fix ensures that the redirect URL is now filtered to allow only domains that are either Autotask/itclientportal.com or the domain specified in the host field of the request, enhancing the security of the login process.

Updates for developers

Data Warehouse updates and API updates for this release are documented in the Autotask Developer Help. Refer to the following topics:

The Developer Help and the revision histories are available in English only.