In Autotask mode, when editing tickets, you can now select a contract from an account, or from the account's parent account as you can do in Autotask.

Previously you could only select contracts for the ticket's account only, not the parent account.

Now in TopLeft when you assign a technician to a ticket or task, you can notify them by email.

Notifications are available in all three places TopLeft can be used to assign someone to a ticket/task:

1. From the Manage Resources dialog
2. From the Dispatch/Service Call dialog
3. When dragging tickets between resource swimlanes, a prompt with the notification option is shown after dropping the ticket.

Here's what we improved in the TopLeft app in March.

Improvements

• Introduced the Premium plan for managers and the ability to choose licenses from different tiers.
• Highlight tickets whose logged hours are close to reaching their budget hours.

ConnectWise

• Ticket summaries are limited to 100 characters when set in TopLeft, matching the limit in ConnectWise.

Autotask

• You can specify which Autotask queues to fetch tickets from. TopLeft can ignore queues with large numbers of tickets such as RMM queues.
• For managing projects, view projects according to their company's Account Manager.

Bugfixes

• Fixed a problem that could slow down rendering of boards when showing ticket contacts on cards.
• No longer show Kanban boards in the Boards menu when a user doesn't have permission to view the board. Previously a user could navigate to a board but then be presented with an access denied error message.

Have you heard? TopLeft now supports a new licensing model which is a lot more flexible than our old model. 😀

Now each person who uses TopLeft can be assigned the best license tier for them. You don't have to use Standard or Basic for everyone on the team if that's not what works best for your organization.

There's also a new tier, Premium, which allows you to see work assigned to members who aren't licensed in TopLeft- great for managers and dispatchers who don't plan to have their team work out of TopLeft.

Check out the blog post for all the details, and email sales@topleft.team if you have any questions.

TopLeft can now help you identify tickets and projects whose number of logged hours are approaching their budget hours.

You can specify a threshold as a percentage of the budget. For example, using a threshold of 80% would show a warning on a 4 hour ticket when the logged hours were between 3.2 and 4.

When a ticket or project exceeds the warning threshold, the card appears with a warning label like this:

Then you and your teammates can pay close attention to the work to ensure it is completed before reaching the budget.

As always, when a ticket or project exceeds its budget, the hours are shown in red as an error.

Budget thresholds are set separately for each column on a board. To set a threshold, edit the board, then on the Columns tab click Advanced Options and look for these fields:

Autotask customers have new ways to organize project boards according to company account managers. This is useful for account managers to have a single view of the projects of all their companies.

There are two new features:

1. Project boards can use swimlanes according to each project's company's account manager. There will be a swimlane for each account manager, each swimlane showing the projects for that manager's companies.
2. Project boards can be filtered to show projects for only one specific account manager's companies.
   
   

We are doing another round of infrastructure upgrades, so if you have an on-premise ConnectWise Manage server behind a source-filtering firewall, please update your whitelist. This applies to all regions.

Changes to EU and Asia-Pacific regions are already complete.

For the 2 US regions, some upgrades are complete but others are still scheduled. Customers in US regions should keep the allowed IPs from the old whitelist until March 12.

The new list of IPs is available in the knowledgebase. Old IPs are not listed in that document, even though some upgrades at the 2 US regions are still scheduled.

For Autotask customers, TopLeft normally syncs tickets from all queues. However, some of these queues contain tickets that usually aren't shown in TopLeft, such as alerts from your RMM. And these queues can contain many thousands of tickets.

This represents a lot of wasted work for TopLeft and Autotask to sync this data, and in rare cases it could cause you to exceed your Autotask API call limits.

TopLeft now offers a way to specify the queues from which we sync tickets. This is available in the admin section on the Autotask Queues to Sync page.

Just select the queues from which to sync tickets. You can still elect to sync tickets from all queues by making no selection.

Here's what we improved in the TopLeft app in February.

Improvements

• Engineers can filter a board to show only their own work with a single click on the new "My Tickets" button in the main menu.
• When clicking the email link for a ticket contact, the email now has a default subject with the ticket title and (for ConnectWise) ticket ID.
• The option to show ticket due dates has moved from a board-level option to a column-level option because sometimes it's nice to show due dates in some columns and not others (such as a Completed column).

ConnectWise

• When editing project tickets, you can now change the estimated start date and contact.

Autotask

• You can specify the Autotask queues from which to sync tickets to TopLeft. This can save work if you have some queues with thousands of tickets that you don't show in TopLeft (such as RMM automated alerts).
• On project boards, you can show a project's Status Detail field on the card, and edit the field in the editing dialog.
• On task boards, you can show a task's department field and use a filter to show tasks for only chosen departments.
• TopLeft now syncs time entry records for tickets and tasks every night, rather than frequently throughout the day. The old schedule put a large load on Autotask's servers.

Bugfixes

• In Chrome, date fields in time entry and other forms once again set the default value to today.

For Autotask project managers, now you can view and update the Status Detail field of your projects.

You can show this field on project cards by changing the appropriate field on the board edit page, General tab, Card fields section.

You can also edit the field from TopLeft: