Kaseya Spring Release: Vorex

New features

New Vorex login experience

The Vorex login page has been redesigned to provide a smoother login experience. The process now involves three seamless steps. First, you will be prompted to enter your username and company name. If these details are correct, you will then be asked to enter your password. Upon successful password entry, you will be prompted for multi-factor authentication (MFA).

Location filtering: Ticket list view

This feature gives you the ability to filter by location on the ticket view as well as add it as a sorting option.

Default ticket notes visibility

In Admin > Service Desk > Ticket Configuration page, partners can now set the default visibility of notes (i.e. external or internal). This applies to both the New and Legacy Views.

Fixes

Vorex-VSA 10 Integation	Fixed: There was an XSS issue in the RMM integration settings page when loading accounts from VSA X, which occurred when an account name included JS scripting and was accessed through the Vorex RMM integration settings page.
Vorex-VSA 10 Integration	When a ticket was created from the VSA 10 agent icon, the Created By field was set to 'null,' which resulted in the Ticket Created By field showing as None in the UI. The Ticket Created By field should have populated to "System User" instead.
Vorex-VSA 9 Integration	When new accounts were exported/synched from Vorex to VSA, duplicated accounts were created. When searching for this particular account, users could see two or more entries of the exact same account in the listing.
Billing	Fixed: When the billing screen was open in multiple tabs, selecting the same items and generating an invoice from each tab resulted in duplicate invoices.
Quotes	Fixed: When the account on a Quotation was updated, the tax rate adjusted accordingly, but the tax value remained unchanged.
Ad Hoc Reports	Fixed: Ad Hoc Reports for time entries displayed the value of the time spent by users instead of the time entries' creators.
My Templates	Fixed: A ticket template that was created under My Templates and not shared with the team was still visible to other users when creating tickets, if those users had a Security role that was originally copied from Administrator and then modified.
Email Parser	Fixed: The email parser created duplicate tickets from old emails and new IDs if the mailbox was re-indexed and if the re-indexing was older than two months.
Ticket	Fixed: When a ticket was assigned from the React Assign Ticket popup, the assignee dropdown displayed only one hundred employees (even in case of more).
Ticket	Fixed: In Ticket listing page, column width, when changed, did not save.
Projects	Fixed: In Project page, when a project was in Pipeline status, adding time entries to the tasks under this project were blocked.
Client Portal	Fixed: When a new user was imported from Microsoft Entra (previously called Azure) and mapped to the Client Portal with the Welcome Email option enabled, the email was not received.
Ticket (New View)	Fixed: In New View, when user regenerated the resolution summary, it did not update date and time.

New features

Cooper Copilot: Responding language to be the same as input language

Cooper Copilot can now respond to you in the same input language that you use in tickets.

• Language used in the input is automatically detected.

• Response provided by smart features (Smart Ticket Summary, Smart Writing Assistant, and Smart Resolution Summary) is according to the detected language.

• For Smart Writing Assistant, the language of input is taken as priority.

• If the tenant instance is set to a different language, the language of ticket input is considered.

For more information, see Cooper Copilot.

Billing Automation

Two new action types

The Billing Automation process is now enhanced with two new action types (Finance > Billing Automation > New > Action Type dropdown) which are listed below.

• The new Create Invoices from Ready-to-Bill Items dropdown item automatically generates invoices from previously posted line items regardless how items were posted earlier.

• The new Generate Invoice PDFs dropdown item automatically generates PDFs of already created invoices.

Renamed action types

This is in addition to the existing action types which are renamed as follows for intuitiveness and user-friendliness:

Existing Action Type	Renamed Action Type
Post > Billing	Post Line Items for Invoice Creation
Post > Billing > Invoices	Post Line Items and Generate Invoices
Generate Invoice PDF	Complete Billing: Post, Create Invoice and Generate PDF

For more information, see Billing Automation: The process.

Enhancements

Recurring Services

Once a Post All job is running, the Post All and Post buttons will be disabled. This prevents creating invoices having duplicate line items.

Security

A password containing username or email will be rejected henceforth.

Fixes

Projects	Fixed: The page froze over when user tried to add a child to a task in Multiple Project Gantt.
Outbound Email	Fixed: The Date Filter in Admin > Logs > Outbound Email did not show all results for the selected criteria.
Ticket	Fixed: Creating a hardware asset while processing a ticket charge did not work in New View of Tickets.
Ticket	Fixed: The filter for batch updating ticket assignees was not working. The results from filtering the assignee dropdown on the ticket edit page differ from those when filtering the assignee dropdown during batch updates from the listing.
Contracts	Fixed: When user created a recurring services contract with a quarterly billing cycle based on contract dates, the generated periods were wrong.
Ticket (New View)	Fixed: When user opened an existing ticket where Issue Type and Sub-Issue Type were not selected, there was no asterisk (*) displayed next to these items.
Ticket (New View)	Fixed: When adding a service call under Tickets, ticket Service Call email templates were not sorted by name.
Revenue Intelligence Dashboard (CRM Dashboard)	Fixed: The URL for Learn More button in Pipeline Manger was pointing to a dead page.
Expenses	Fixed: When posting expenses that were not per unit through the Post All button, the quantity posted was the same as the amount resulting in a wrong expense amount when the invoice was generated.
Client Portal	Fixed: A normal user could not edit tickets created through Client Portal if Issue Type and/or Sub Issue Type were not selected.
Client Portal	Fixed: Clicking the New ticket button triggered a white screen in Client Portal.
API v2	Fixed: API v2 Put Hardware Asset was not updating the contract.
Outbound Email	Fixed: The Enable OAuth 2.0 radio button remained enabled even when Use Custom SMTP was set to No.
Ticket Configuration	Fixed: Ticket Type field was added to the new Ticket Configuration page as it was previously in the old Service Desk tab inside the Company Settings page.
Ticket Configuration	Fixed: The timer did not start automatically after filling in the required fields Issue Type and Sub-Issue Type in the Ticket Configuration page.

New feature

Option to make certain fields mandatory in Ticket Configuration page

In Admin > Service Desk > Ticket Configuration page, partners can now enforce certain fields as required fields in their instances so that technicians can fill these fields mandatorily. Just like the Custom Fields, Issue Type and Sub Issue Type fields can be made mandatory now. These fields can be made mandatory by checking the checkboxes next to them. For more information, see Ticket Configuration.

The following validations apply to the above feature:

1. The Sub-Issue Type can only be selected if an Issue Type is chosen. If the Issue Type is not selected or is deselected, the Sub-Issue Type will be disabled or deselected.

2. When Custom Fields and required ticket fields (Issue Type and Sub-Issue Type) are made mandatory after ticket creation, the technician must complete these fields to proceed. If not, the page freezes with an error message until the fields are filled. This applies to the New View.

3. When resolving or merging a ticket, the Ticket page in Legacy View now checks if required fields and mandatory Custom Fields are filled. If not, an error prompts the technician to complete them first.

Fixes

API v2	Fixed: The hardware asset serial number was accepting only integer values.
API v2	Fixed: Endpoint AccountIds has been made internal, and it has been replaced by AccountId. The old endpoint has been deprecated. You should use the new one (AccountId) instead.
Ticket	Fixed: Overtime labor hours were showing zero quantity when posting time entries from V2, when time entry is done on a ticket on any weekday.