2026.2 Release Notes

IMPORTANT  Resource Planner will be in progress from March 25 through April 17 and is available only to pre-selected participants, with limited support during this period. Early access is scheduled to launch for all zones on April 17; however, this date is subject to change.

IMPORTANT  Before utilizing Resource Planner, it is recommended to conduct a Data Maturity Assessment to ensure optimal results.

The Resource Planner is a powerful new feature within Workforce Management that gives dispatchers and managers a calendar-based view of your technicians and other internal resources. It’s designed to make scheduling easier, provide real-time visibility into team availability, and ensure work is distributed efficiently—no matter where your team is located.

What you can do with Resource Planner

• See each resource’s schedule on an interactive calendar

  Instantly view who is working, when, and where, all in one place.

• Understand working vs. non-working hours

  The calendar clearly highlights business hours (white cells) and non-working hours (gray cells), based on each user’s primary internal location.

• Time zone intelligence

  Schedules are always shown in the correct local time for each resource, so you can coordinate across regions without confusion.

• Easy navigation

  Use the Today button to jump to the current day, and move forward or backward through the calendar with simple navigation arrows. Switch between day and week views as needed.

• Access control and security

  Resource Planner access is managed through Workforce Scheduler activation and security level permissions, ensuring only authorized users can view or edit schedules.

IMPORTANT  Smart Ticket Triage will be in progress from March 25 through April 17 and is available only to pre-selected participants, with limited support during this period. Early access is scheduled to launch for all zones on April 17; however, this date is subject to change.

IMPORTANT  Before utilizing Smart Ticket Triage, it is recommended to conduct a Data Maturity Assessment to ensure optimal results.

Smart Triage in Autotask gets major improvements across the assignment dashboard, admin configuration, workflow automation, and underlying triage intelligence. These updates are designed to make it easier to see which tickets need attention, understand the impact of Smart Ticket Triage, and safely automate assignments based on confidence thresholds, skills, certifications, and capacity.

Smart Ticket Triage Dashboard

Clear assignment actions and status filters

The dashboard view includes a streamlined toolbar of status filters above the grid:

• Quickly focus on tickets that:

  • Need Action.

  • Were Auto‑Assigned.

  • Have Failed assignments.

  • Were Accepted or Rejected by technicians.

We’ve also polished the UI:

• Removed unnecessary dropdown arrows on toolbar actions.

• Ensured key columns such as Queue remain visible and cannot be collapsed away.

This makes it much easier to focus on the right subset of tickets and understand exactly what state each item is in.

Powerful, Reliable Filtering

The ticket assignment grid supports robust filtering so you can pinpoint the tickets that matter:

• Filter by Ticket Number, Title, Ticket Category, Age (in days), and more.

• Combine multiple filters at once to match your real‑world triage workflows.

Smart Ticket Triage admin settings page

Refreshed Smart Ticket Triage admin page experience

The Cooper Copilot admin screen has been updated for clarity and consistency:

• A Ticket Category field has been added to triage configuration, providing finer control over which tickets Smart Ticket Triage should handle.

• Labels and localizations for Ticket Status, Queues, and Ticket Category pickers have been cleaned up and made more consistent.

• Existing triage configuration, content, and suggestions are organized into collapsible sections, making complex configurations easier to review.

• Assignment‑specific settings and rule behavior are intentionally hidden from this screen to keep the focus squarely on triage configuration.

We’ve enhanced our QBO integration so that Autotask invoices can now use tax calculations generated by QBO’s Automated Sales Tax (AST). This ensures your invoice totals match between Autotask, QuickBooks Online, and ConnectBooster. Refer to Using QuickBooks Online tax calculations in Autotask for more information.

What’s new?

• Autotask can now rely on QBO’s Automated Sales Tax instead of calculating taxes independently.

• The QBO integration retrieves line-item and total tax amounts from QBO and pushes them back into Autotask through a new Invoice Accounting Taxes API.

• Autotask waits for QBO tax data before finalizing invoices and generating PDFs, reducing mismatches between systems.

• New invoice statuses (such as “Ready for Transfer,” “Pending QBO,” and “Invoice Ready/Invoice Complete”) clearly show where an invoice is in the transfer and tax-calculation process.

Why this matters:

Previously, Autotask and QBO could calculate different tax amounts, leading to invoice total mismatches and confusion in ConnectBooster. With this enhancement:

• Autotask invoice totals and tax amounts align with QBO.

• ConnectBooster sees a single, consistent invoice total across systems.

• You spend less time troubleshooting tax discrepancies and manually adjusting invoices.

Who is this for?

• Partners using Autotask + QuickBooks Online with Automated Sales Tax (AST).

• Partners using ConnectBooster and needing consistent invoice totals between Autotask, QBO, and ConnectBooster.