ConnectWise PSA (Manage) Release Notes Version 2022.2 and Earlier

Release Update 1: Start October 5th, 2022

Release Update 2: October 26th, 2022

Release Update 3: November 16th, 2022

Release Update 4: December 5th, 2022

Release Update 5: January 23rd, 2023

Release Update 6: February 6th, 2023

Release Update 7: February 14th, 2023

Release Update 8: February 20th, 2023

Release Update 9: March 6th, 2023

Release Update 10: March 27th, 2023

Release Update 11: April 17th, 2023

Release Update 12: April 27th, 2023

Release Update 13: May 15th, 2023

Release Update 14: May 22nd, 2023

Release Update 15: June 19th, 2023

Release Update 16: August 1st, 2023

Release Update 17: October 5th, 2023

Release Update 18: October 25th, 2023

Release Update 19: November 20th, 2023

Release Update 20: December 13th, 2023

Release Update 21: January 24th, 2024

Release Update 22: February 5th, 2024

The 2022.2 release includes performance improvements throughout PSA (Manage).

• Known Issues: Did you experience an issue or maybe you found a defect? For a list of existing known issues that have been reported, navigate to ConnectWise Home. You can also reference the CM-MAS-[KI reference #] which displays in the last updated field for more information. For issues that have been fixed with a specific version of ConnectWise, navigate to ConnectWise.com/KnownIssuesResolved.
• Known Issue Roadmap: We're also providing you with a 90-Day Known Issue Roadmap to showcase upcoming defects and bug fixes that are going to be released soon. This can be viewed by clicking the link above or going to the Known Issue site and using the WithinNext90days filter for the fix Version.
• Install .NET Framework 4.8: With changes being made to the ConnectWise Manage desktop client, .NET Framework 4.8 will now be needed to be installed on your workstation and ConnectWise Manage server. This will help ensure the desktop application is able to run effectively. This can be installed here.

Microsoft 365 Calendar Sync

The Office 365 Calendar Sync option has been renamed to Microsoft 365.

Manage Labs Available to Members

Several Manage Labs are now accessible from the setup tables screen: Service Tickets Description Links, Time Entry Default Start Time, Speech Recognition, and Keyboard Shortcuts. Please see the documentation for more information on these features.

Outlook Calendar Entries Linked to Service Tickets

When creating Outlook calendar events, simply add an existing service ticket number, preceded by the # symbol (Example: Ticket#12345), to the event title to link the ticket! In order to link, the summary (event title in Outlook) now needs to read Ticket#12345 or Ticket #12345 (previously it was just #12345). If a matching ticket is found, Manage will automatically update the Outlook event to include the company name in the title and create resource or meeting records in the Manage service ticket that match the time and date details of the event. A meeting invite is created when there is an external email address among the attendees.

Member Template Setup Table

You can now create templates for Manage members records! Within the new Member Template Setup Table you can determine default fields for specific team roles and then use the new Apply Template button while creating new member records. Applying member templates will help speed up the new colleague onboarding process and ensure consistency in member settings. For more information, please see the documentation.

SmileBack Menu Entry

You can now access your SmileBack instance, or start a trial, from within the Manage service desk module! Your CSAT dashboard is just a click away while you're working with clients. For more information, please see the documentation.

Updated Round Robin Feature for Service Boards

This latest update includes several impactful changes to the round robin ticket assignment feature originally released in 2022.1.

• Round Robin Auto Assignment: The auto assignment of tickets via round robin is no longer controlled by the In/Out board. Now, round robin ticket assignment is based on calendar availability, specifically the member calendar office hour settings (controlled by the calendar option defined on the Member record). If no calendar option is set on the member page, the System > My Company > Calendar is used to determine availability.
• Limit Tickets Assigned Per Day: Within the Service Board setup table Auto Assign tab there's a new option to enter a cap on the number of service tickets that can be auto-assigned to each round robin team resource per day. 
• Skill Category Mapping: You can now associate service ticket types with skills and skill categories within the Service Board Types tab. When a service ticket is assigned to a resource using a round robin team, Manage will assign the first available resource with the skill associated to their member page. If no member with the skill is available, Manage will simply assign the next team member in line for ticket assignment. 
• Ticket Templates: add a round robin team to the resources tab and the ticket will only assign one team member at a time in round robin fashion. 
• Service Tickets: if you assign a round robin team within the Resources & Meetings pod, only one team member will be assigned to the ticket in round robin fashion.
• Service Board: you can now create more than one round robin team per service board. Use the new Default Round Robin option within the team to indicate which round robin team is used with the auto template feature.
• Email Connector Tags: When using the SetTeam email connector tag, if a valid round robin team name is entered, only one resource from the team will be assigned to the existing service ticket in round robin fashion.

Auto Template Options for Impact / Urgency and Priority

You can now use service board auto templates to overwrite the Impact / Urgency or Priority on a service ticket! For more information on Auto Templates, please review the documentation.

On-Premise Partners: ConnectWise SMTP Service for Exchange

The ConnectWise SMTP service has been updated to enable you to upgrade to Windows Server 2022 and have your outbound mail sent from your server. Please see the Exchange and Windows Server 2022 documentation for more information.

Outbound Mail Multi-Domain Support

The ConnectWise SMTP service now allows multiple domains within a single tenant to send mail from Manage. This capability is essential to the Streamline IT setup in Manage and is now available for on premises partners using Google and Office 365. Multiple tenants are not supported for outbound mail flow.

Service Board Status Notification Email Tokens

We are updating our status notification email tokens to more closely match the tokens available for workflow rules. Many previously missing email tokens are now available for status notifications. Please review the ConnectWise Manage Email Tokens and Variables for more information. 

Service Team Workflow Rule Update

A new event trigger called Team and a new workflow rule action type called Assign a Team has been added.

• Workflow Rule Trigger: A new event trigger called Team has been added to the workflow rule setup tables enabling you to search for tickets with a specific team assigned in the Resources & Meetings pod. 
• Workflow Rule Action: A new workflow rule action type called Assign a Team has been added, allowing you to select from teams associated with that rule's location, department, or service board. If the team is listed as round robin, only one resource will be assigned by the action in round robin fashion. If the team is not listed as a round robin team, all team members will be assigned by the action.

ITBoost Overlay

With the new ITBoost Overlay, you can access your ITBoost documentation from within ConnectWise PSA! Select the button and start a trial. If you're already an ITBoost user, configure the PSA integration by following the documentation.

Outlook Add-in Update

We have updated the Outlook Add-in to use Microsoft Edge in place of Microsoft Internet Explorer.

Performance Improvements for Mass Actions

This release activates a new Mass Action performance improvement that reduces the length of time it takes to make mass updates. Examples of mass updates include importing company and contact details, applying a project template, updating the status on multiple service tickets, and more!

Avalara Service URLs

This release we will be updating the Service URLS from v1 to v2 due to Avalara depreciating v1. This will be done automatically with a patch. For more information, please refer to the Avalara Integration Setup Table.

Prevent Saving a Time Entry as a Note

There is a new Save Time Entry As Note checkbox for ticket statuses. If a ticket is in a status that does not allow time entry, selecting the Save Time Entry As Note checkbox will ensure the Enter Time Record box is not selected on the time entry and it will save your time entry as a ticket note instead. For more information, please refer to Statuses Tab - Service Board Setup Table.

Attach Invoices as XML file

We have added an option in the Billing setup table to include an xml file with the invoice email.​ 

Mandatory MFA

Previously we made MFA required for local authentication in ConnectWise PSA. Due to unforeseen circumstances we had to temporarily disable the MFA requirement for a select group of partners. We will now be re-enabling the requirement of MFA for local authentication in ConnectWise PSA. If you are already using MFA, SAML, or ConnectWise SSO for authentication then this change will not impact you. Partners using local authentication with no MFA will now be configured to use Email MFA when logging in to the latest version of ConnectWise PSA.

Add Priority Level

We have added a new Level field to the Priority setup table which defines the priority level associated to the priority for reporting purposes. The Values available are Critical, High, Medium, and Low.

Billing Date for Invoices

We have added a new feature for Monthly Agreements on the Agreements Invoicing screen. Agreements will now generate on the billing start date of the billing cycle which is based on the contract year. Agreement invoices will no longer generate on the 1st of the month, but will generate based on what is set in the Billing Start Date field.

New Security Role Type

We have added a new Type column to the Security Role list view. This column has a dropdown that allows the user to filter the list based on the security role type. The different types available to select are All, ConnectWise, and Member. We have also added a type to all existing security roles as well as any custom security roles called Member. The ConnectWise security role type will be assigned to API members when setting up an integration between PSA and other products, such as ITBoost, BrightGauge, and Automate.

Custom Fields on Service Sign Off Form

You are now able to display custom fields on the Service Sign Off Form for service tickets. In the Service Sign Off setup table, you can now select the custom fields you want to display and where you want them to show on the service sign off form.

OnPremise Search Setting Password

You now have the ability to change the password used for global search security using the OnPremise Search Setting Setup Table. The OnPremise search password is used for authenticating our global search with Solr, an open-source enterprise-search platform.

Digitally Sign Service Sign Off Form 

We have added the ability to digitally sign the Service Sign Off form from within ConnectWise PSA.

Add Agreement Recap data to API

We have added the Agreement Recap data to our API's. This will allow for integrations and reporting tools like the Customer Portal and BrightGauge to pull in fields like Agreement Balance, Overages, Invoice Amounts, etc.

Custom Fields on Service Sign Off Form (Desktop Client)

You are now able to display custom fields on the Service Sign Off Form for service tickets in the desktop client. In the Service Sign Off setup table, you can select the custom fields you want to display and where you want them to show on the service sign off form. Any Service screen custom field you create is available to select in the service sign off setup table.

New Job Roles Tab on Members Screen

The Job Roles field on the Members screen has been replaced with a new Job Roles tab. This tab maintains the field's functionality and also allows you to add percentages to each role to define how much time you spend in each role (i.e. Admin 50%, Sales 25%, Service Manager 25%).

SMTP Host for ConnectWise SMTP Service On-Premises 

Our ConnectWise SMTP service has been updated to allow for smart host configuration, which enables you to use your own smart host (like SMTP2go) to route your inbound mail. With the addition of this enhancement, ConnectWise now fully supports Windows Server 2022. Refer to the SMTP Host ConnectWise SMTP Relay Service documentation for details on how to set up the ConnectWise SMTP Relay Service with your smart host.

ConnectWise ScreenConnect UI

ConnectWise Control has updated the product name to ConnectWise ScreenConnect. We have updated the ConnectWise Control security permission and the Control Session button on service and project tickets to reflect the new product name. 

New Click to Dial Options

We now offer TEL and CALLTO as click to dial phone options in addition to TAPI and Skype. You will now be able to tie into any phone system that can use these protocols.

Member Audit Trail

We have added an audit trail to the Member screen to keep track of any changes made to a member record. This includes changes made to the various tabs of a member screen like Delegation, Skills, Certifications, Notification, Accruals, and Job Roles. For more information, please refer to Audit Trail tab - Member Screen.

Bill Prorated Additions Immediately

We have added a new option to agreements that allow additions added to an agreement after the billing period has been invoiced. It appears in agreement invoicing to bill immediately instead of waiting until the next billing period.

Added Ability to Digitally Sign the Service Sign Off Form (Desktop Client) 

We have added the ability to digitally sign the Service Sign Off form within ConnectWise PSA.

Wise-Pay Pod on Invoices

A pod has been added to the Invoice screen for Wise-Pay. This pod will provide visibility into Wise-Pay information for the invoice. This is currently only visible to partners in the North America and Australia regions.

Sync Wise-Pay Payments to QuickBooks Desktop and Microsoft Great Plains

You can now sync payments from Wise-Pay to PSA as a special "Wise-Pay Payments" type. This new payment type is unique as it is the only payment type that can sync over to QuickBooks Desktop or Microsoft Great Plains. For more information, please refer to WisePay Payments for PSA.

SSO Enabled By Default

ConnectWise SSO will now be enabled by default for new Cloud Partners onboarded to PSA. Existing Cloud Partners who spin up a new instance (for example, a Sandbox environment) will have SSO enabled by default on those new environments, but their existing instances would remain unaffected. The SSO by Default does not apply to vendors.

Custom Field Email Tokens

Email tokens now enable you to send custom field data to display on outbound emails based on the Custom Field ID.

ConnectWise View Now Available in PSA

The ConnectWise View feature from ScreenConnect is now available in service and project tickets in the browser version of PSA. A Launch View button at the top of a ticket enables a technician to connect to a customer's phone to see what they see through the phone's camera. This feature is available as an add-on for all PSA packages that can be purchased by contacting your account manager.

WisePay Downpayment Collection

The WisePay downpayment creation logic has been updated to enable a downpayment invoice to be created in a Pending Application state. This allows time to build out projects or agreements that the invoice will eventually be applied to in the future. The downpayment amount is not available until it is applied to a record.

Early Access: Microsoft 365 Contact Sync With ConnectWise PSA Contacts

You can now pull in user information from Microsoft 365 / AzureAD and create and inactivate contacts within ConnectWise PSA with the information gathered from Microsoft 365 / Azure. Contacts and other user properties can be filtered by company, so details that are not needed within the system can be filtered out. This saves time of manual contact entry and management.

Reimagined Project Module in Open Early Access

The reimagined Project module is now in Open Early Access! Open Early Access for this functionality is currently only available for NA, AU, and EU Cloud partners who are using ConnecWise SSO to log in to ConnectWise PSA, and Early Access for On-premises partners will be available in the future. Access to reimagined Project screens must be configured in the Asio Projects Manage Lab and additional role access must be enabled for non-admin users.

Refer to the documentation below for more information:

• Project Board
• My Projects
• Project Details Tab
• Work Plan Tab
• Kanban Tab
• Gantt Tab
• Attachments
• Finance
• Products

ConnectWise Security Update Minimum Supported Server Version

An additional Stop patch (patch #99353) is included in this release, which will stop providing new updates to On-premises partners who are not using Windows server 2016 or a higher version.

New Purchase Order Action for Tickets

A new Create PO action now appears in the Products Tab Actions drop-down in a ticket, which enables you to create a purchase order for a selected product. The new Create PO action opens a Purchase Order Creation pop-up, where you can select a Vendor and Warehouse to be used on the purchase order.

Open Early Access for Procurement Module and Change Orders

The reimagined Procurement module, along with ConnectWise Catalog and Change Orders, is now in Open Early Access for ConnectWise SSO and Cloud partners! 

Access to reimagined screens must be configured through the below Manage labs: 

• Asio Procurement New UI: Enables the new Asio menu items for Procurement and related setup tables. 
• Asio Product Catalog: Enables the new Product Catalog and related setup tables. 
• Asio Purchase Order: Enables the new UI for the Purchasing module and related setup tables. 
• Change Orders (Asio): Enables the change order feature.

View the documentation currently available for this release:

• Purchase Orders Screen
  • Purchase Tab
  • Products Tab
• Sales and Service Information - Purchase Order
• Attachments
• Audit Trail
• Purchasing Screen
• Purchasing Approvals
• Receiving Screen
• Product Pick and Ship Screen
  • Not Shipped Tab
  • Not Picked Tab
  • Shipped Tab
• RMA Processing Screen
• Serial Number Search Screen
• Change Orders
• Product Catalog 
  • Category Setup Table
  • UOM Setup Table
  • Pricing Schedules Setup Table
  • Manufacturers Setup Table
  • Product Type Setup Table
  • Shipment Methods Setup Table
  • Subcategory Setup Table

SCHEMA CHANGES