Release date - September 22, 2025
What's in this release:
- New Dynamic Token {{recipient_first_name}} in Scheduled Reports
- Optimized Asset Display Scope When Clicking MSPbots Integration in the Integration Group List
- The Logic for the Blank and Empty Fields in the AI Ticket Triage Widget
- Next Ticket Support for Project Tickets
- Add the Primary and Secondary Resource to the Next Ticket Advanced Rule Conditions
- Account Manager Field Added to Next Ticket for Autotask Advanced Rules
New Dynamic Token {{recipient_first_name}} in Scheduled Reports
With Release 2.45, you can use the new {{recipient_first_name}} dynamic token in Scheduled Reports.
- For example, when you create scheduled reports using Automated Client Mapping for your clients' reports and dashboards, you can set the {{recipient_first_name}} dynamic token.
The available dynamic tokens in Scheduled Reports include:
- {{recipient_company_name}}
- {{recipient_name}}
- {{recipient_first_name}}
- {{report_name}}
- {{report_owner_name}}
- {{report_owner_email}}
- {{report_link}}
- {{report_url}}
- {{your_company_name}}
Related articles
- Using the Company Slicer (Automated Client Mapping) for Client-Facing Reports
- How to Set Up Scheduled Reporting for Dashboards and Reports
Optimized Asset Display Scope When Clicking MSPbots Integration in the Integration Group List
Now, clicking MSPbots integration in the Integration Group list displays the following assets:
- Assets only tagged as MSPbots.
- Assets tagged as MSPbots and also tagged with at least one other connected integration.
Asset types include Datasets, Widgets, Bots, Dashboards, Reports, KPIs, Scorecards and Slicers.
The Tagged refers to the integrations set for the dataset used by the asset. You can view the integrations for this asset tag on the right side of the asset.
Related article
The MSPbots Integration in the Integration Group Filter
The Logic for the Blank and Empty Fields in the AI Ticket Triage Widget
The subtype field in the Ticket Triage widget of the AI Ticket Triage Overview dashboard sometimes displays blank or (empty) values.
Release 2.45 defines the logic behind these values for the Autotask and ConnectWise versions of the AI Ticket Triage App. The logic is as follows:
- The subtype field will be blank if the corresponding AI field is not configured or not used for triage.
- The subtype field will display (empty) if the AI field is configured and used for triage, but the original PSA value is empty. This occurs because the empty PSA value prevents the AI from categorizing and triaging the ticket effectively.
Related article
Next Ticket Support for Project Tickets
The Next Ticket for ConnectWise Manage now supports project tickets. When technicians receive tickets via MS Teams or the Next Ticket portal, clicking the Accept button assigns the project ticket to them and updates the ticket status to In Progress.
Project tickets are currently supported by Next Ticket for ConnectWise Manage only.
Related articles
Add the Primary and Secondary Resource to the Next Ticket Advanced Rule Conditions
In this release, the Assigned Resource field for Tickets in the Next Ticket for Autotask Advanced Rules has been renamed to Primary Resource. This change aligns the field name in Next Ticket with the corresponding name used in Autotask, making it easier for users to identify the appropriate fields for setting up advanced rules.
This release also includes the addition of the Secondary Resource field, which helps users distinguish primary from secondary resources during custom rule creation.
Account Manager Field Added to Next Ticket for Autotask Advanced Rules
The Account Manager field in Autotask has been added to the advanced rules in the Next Ticket for Autotask. When selected as a condition for rules, this field can be utilized to facilitate any of the following sample actions:
- Prioritize tickets from clients managed by specific Account Managers
- Add priority points to tickets that meet a combination of rule conditions, like if the Account Manager is "John Smith" and the Ticket Type is "Incident"