Vorex (v5.36.0) - 24 Aug 2024

This release includes new features, enhancements, and fixes.

New features

Datto RMM: Integrated Service Ticketing and Device Insights

The Integrated Service Ticketing feature of Datto RMM integration streamlines the process of handling monitoring alerts by automatically creating and managing tickets in Vorex based on alert information from Datto RMM. Below are some of the salient tasks that you will be able to achieve with this feature:

  • As an admin, you will be able to configure which alerts from Datto RMM should generate tickets so that you can control the volume and relevance of the tickets received based on alert criticality.

  • As a technician, you will be able to associate the device with the DRMM alert linked to the ticket so that you can quickly access all relevant device information directly from the ticket.

  • As a technician, you will be able to see the configuration details of the device associated with an alert so that you can have a complete understanding of its setup and environment.

  • As a technician, you will have the details (diagnostics) of the RMM alert automatically added to the ticket in the description so that you will have all the information you need to address the issue without having to switch between systems.

  • As a technician, you will have the status of tickets and alerts automatically synchronized between BMS/Vorex and Datto RMM so that you do not have to manually update both systems, reducing administrative overhead and ensuring consistency.

  • As a technician, you will see a list of all alerts that came through within the last 30 days related to the device so that you can leverage previous resolutions to address the current problem.

For more information, see Vorex-Datto RMM integration.

MFA for Client Portal users

An option to enable MFA for Client Portal users has been introduced under Admin > My Company > Company Settings > User Account. You will see the Require MFA for Client Portal users option. It is disabled by default. Click Yes. This will enable MFA for all Client Portal users. The ability to enable on a per company or per Client Portal user is currently not available.

Enhancements

Projects: logging time before the start dates

You can now log time before the task or project starts officially. You can log time in the following two scenarios:

  • Before the project start date when the project status is still "pipeline."

  • During the project but before the task start date.

Datto RMM integration enhancements

  • When RMM integration is in place and when Remote Control is enabled or disabled, an entry will be made in the Integration Logs.

  • The Affected Hardware tab has been replaced by Device Insights tab.

  • In the Device Insights tab, when a device is online and web remote URL is supplied, the Web Remote button will become active. If not, it will remain deactivated.

Fixes

Contact Fixed: A ticket was created from a contact's email that was not the default email. The ticket should have ideally been created from the contact's default email and not secondary email.
Tickets (New View) Fixed: In the New View, the pagination did not work if user scrolled table to the far right.
Vorex-VSA Integration Fixed: Creating a contact with Client Portal access from VSA tray icon required at least a minimum of five characters, whereas it was one for creating a Client Portal user from CRM contacts.
Vorex-VSA 9 Integration Fixed: In case of a VSA 9 integration, if no asset was added to the ticket or if the asset was from a non-integration source, the URL of the RMM server was not displayed or was displayed as none.
Contract Fixed: An error was displayed when opening a contract.
Views Fixed: In New View, a blank page used to appear when a new ticket was created from Home > Views > Ticket List View > New.
Projects Fixed: Due to an old change that was done in April 2024, the validation for start date and end date for tasks was removed completely. This allowed the user to input an end date which was earlier than the start date.
Projects Fixed: For a milestone task, if the user input an end date that was earlier than the start date, the system used to display an error. It allowed the user to input an end date that was earlier than the start date. As a result, the start date did not match the end date in such cases.
Email Parser Fixed: The email parser was creating new tickets instead of ticket notes when there were multiple email replies.