If you have an on-premise ConnectWise server behind an IP-filtering firewall and use the TopLeft US East or US West region, please add one of these IP addresses to the whitelist:

US East: add 167.99.63.207
US West: add 138.197.221.0

We're always making improvements to the TopLeft app. Here are things we improved in March and April 2022.

Improvements

You can now manage most elements of your subscription right in the TopLeft app. Administrators can now:

• Upgrade or downgrade licenses
• Change between Standard and Basic plans
• Purchase training packages, including Completed Ticket Challenge, Concierge Onboarding, and Agile MSP packages.
• Apply coupons
• See next billing date and amount, and account credit balance
• Update account and billing names and addresses
• Update or remove a credit card
• View and download invoices
• Set a secondary email to receive invoices and related messages

We're currently working on the final improvement in this theme of work- cancelling your subscription.

ConnectWise

• When submitting a time entry as an internal note, the "Send notes as email" option is cleared automatically.
• Fixed an issue with incorrect phase swimlane ordering when using nested project phases.
• Fixed filtering of activities on activity boards when the type filtering option was used.

Autotask

• Fixed an issue that caused logged time to be calculated improperly for tickets and tasks in the Completed status.
• Fixed a problem showing the deadline of an SLA stage after a prior SLA stage deadline was blown.

For ConnectWise 2022.1 and later, TopLeft requires changes to two additional security role permissions for Service tickets.

These permissions need to be granted on the security role of the TopLeft API member as well as the security roles used by members who use member API keys- for example, the "Engineer" security role.

Please grant these permissions from the Service Desk section, Service Ticket - Dependencies record:

• Edit: all
• Delete: all

It should look like this:

If these permissions aren't granted, users editing or dragging tickets in TopLeft will see the error: "There was trouble performing the update on the remote ConnectWise application. The error was: ticket object is invalid. You do not have security permission to perform this action."

If you have an on-premise ConnectWise server behind an IP-filtering firewall, please add this IP address to the whitelist: 174.138.27.153

We have a new tech support portal at https://help.topleft.team/tickets . You can register there to submit tickets online and to see your current and past tickets.

We are not migrating tickets from our old support site, so you won't see older tickets in the new portal.

As always, you can continue to email us at help@topleft.team. Tickets submitted by email are also shown in the new portal.

Stay tuned because we have more news coming regarding support resources.

Here are a few things we've improved in the TopLeft Kanban app in January and February.

In addition to these improvements, in this period we dedicated two weeks to experimenting and prototyping a new Kanban app with completely new technologies. The results were great and we're excited to use these technologies in 2022 to make Kanban much, much better. Stay tuned.

Improvements

• Visualize your workflows in a whole new way- with cumulative flow diagrams, cycle time scatterplots, aging charts, and other agile charts from Nave. Nave already integrates with Trello, Jira, and other Kanban tools, and can now be used to give you extra insight from your TopLeft Kanban boards. For more information, join us for the launch webinar on March 15 or read the blog post.
• Get new TopLeft users onboard faster with onboarding progress help.
  
  
  There's also similar onboarding progress help for system-wide configurations for new customers.
• New customers can use self-serve in-app options to subscribe to TopLeft at or after the end of their trial. In the near future this will be expanded to offer subscription and payment management for all customers.
• TopLeft now by default keeps closed/completed tickets for 24 hours before removing them from the app. Customers who had the prior defaults (immediate removal for ConnectWise, or 8 hours for Autotask) have been updated to use the new settings.

ConnectWise

• The ticket time entry screen shows the contact name and assigned members.

Autotask

• When impersonating a user for Autotask API requests, the limits of the current user's role are respected. For example, tickets can't be closed if a user's security role doesn't allow it.

Bug Fixes

• Fixed an issue with the ConnectWise API that impacted territory filtering.

TopLeft has completely refreshed our infrastructure to upgrade certain software versions, resulting in new source IPs in all regions. This includes the Asia-Pacific region we announced new IPs for earlier today.

If you have an on-premise ConnectWise server behind an IP-filtering firewall, please refresh your allowed IPs from the list in the knowledgebase.

For ConnectWise customers in the Asia-Pacific region who use a source-IP filtering firewall, please update your rules to accept traffic from these TopLeft IPs:

• 139.59.97.153
• 139.59.100.210
• 159.223.77.124
• 139.59.250.103
• 159.223.77.125

TopLeft has always shown the company/account of a ticket on the card on the Kanban boards. Most of the time it's useful to know the company/account of a ticket.

Showing this field is now optional. It can be useful to omit the company/account field in a couple of cases:

1. When a Kanban board only shows tickets for a single company- such as a board showing only internal work for your MSP
2. For enhanced privacy for your customers if you take screenshots or perform screen sharing while using TopLeft.

The option is available on the General tab of the board edit page. Here's how it looks for Autotask customers. For ConnectWise customers the field is called "company".

Autotask customers can now create Kanban boards that show only tickets belonging to no Queue, or tickets assigned to a set of selected Queues OR not belonging to any Queue.

Previously, tickets belonging to no Queue could only be shown if the Queue filter was not used at all.

To use this functionality, select the "Unassigned queues" option on the Filters tab of the Kanban board edit page.