BMS Updates

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October 21, 2023

September News and Updates

Read more about the BMS Updates in the Release Notes.

VSA 10 Remote Control From BMS Ticket

BMS users can now easily troubleshoot affected hardware right from a ticket with remote access from VSA 10. Step-by-step instructions for accessing VSA 10 hardware assets are available in the Knowledge Base.

Minimum Hours in a Retainer Contract

BMS now supports retainer contracts with a value as low as 0.1 hours. Previously, these contracts required a value of 1.0 or higher. This additional flexibility means you can create retainer contracts that suit your customers — for example, only 30 minutes per period of support.

Changes to Contract Billing Period Rules

Once a BMS contract has been activated, and at least one time entry has been posted, you will no longer be able to modify the billing period of the active contract.

September 23, 2023

September News and Updates

Read more about the BMS Updates in the Release Notes.

Automatic User Creation for KaseyaOne

Providing access to new users is now easier than ever! Users in KaseyaOne can be created in BMS on the fly with Just-in-Time provisioning. Once a user is granted access in KaseyaOne a BMS account can be automatically created with the default settings you specify. For more information, see the Knowledge Base article on BMS Auth & Provision | KaseyaOne Settings | JIT.

API Users

All integrations with BMS should now be using a dedicated API user, not the credentials of an employee. API integrations with BMS that use the credentials of an employee user, instead of a API user, will no longer function.

August 19, 2023

August News and Updates

Read more about the BMS updates in the Release Notes.

Improved Organization Mapping for Integrated Customer Billing

This release introduces a centralized mapping page to configure the connection of IT Complete modules to organizations in BMS. This new page makes it easier to visualize and configure multiple products for Integrated Customer Billing. Additionally, an organization mapping page allows you to map multiple modules to a single BMS organization from one view. For more information, see the Knowledge Base article on Integrated Customer Billing.

July 22, 2023

July News and Updates

Read more about the BMS updates in the Release Notes.

Add Internal Notes During Ticket Assignment

You can now include notes added during ticket assignment to notification emails and workflows. A toggle on the Assign Ticket dialog box allows you to designate whether notes are external or internal. Now, when notes are set to external in this dialog box, workflows and/or email notifications will be triggered.

Enhanced IT Glue Checklist Integration

During the previous release of this feature, BMS would display the Checklist Templates available in IT Glue. This integration has been refreshed to show the instances of checklists that exist in IT Glue for the associated organization. This allows you to associate an existing IT Glue checklist with a BMS ticket.

Refreshed UI

In alignment with Kaseya’s IT Complete platform, the left navigation panel and icons in BMS have been refreshed for a more modern look and feel. An arrow has been added to expand and collapse the sidebar.

June 24, 2023

June News and Updates

Read more about the BMS Updates in the Release Notes.

BMS Integrated Customer Billing – Additional Modules Added

Following our previous release to all tenants, we have added the following Kaseya modules to Integrated Customer Billing:

  • VSA 10
  • Datto RMM
  • Datto File Protection
  • Datto Workplace
  • Datto EDR

Updated Ticket Detail Editor

Customize your ticket content! You can now include more advanced styling to ticket details, notes and templates with an updated HTML editor.

Refreshed UI

In alignment with Kaseya’s IT Complete platform, the left navigation panel and icons in BMS have been refreshed for a more modern look and feel. You can now collapse the left navigation bar by clicking the hamburger icon at the top left and clicking again to expand the navigation bar.

Default Account in New Ticket

You can now set a “Default Account” to auto-populate when users manually create a ticket in BMS. This can be helpful for internal IT teams who usually create new tickets for the same account.

May 20, 2023

May News and Updates

Read more about the BMS updates in the Release Notes.

BMS Integrated Customer Billing — General Availability

This feature is now available to all tenants. Thank you to those who participated in our Limited Release and provided feedback. Integrated Customer Billing eliminates hours of manual reconciliation and optimizes your revenue by automatically updating BMS contracts with each customer’s usage of select Kaseya products. This release will support usage from modules within the Security, Audit and Compliance suite, which includes the following Kaseya products:

  • Graphus
  • Passly
  • RocketCyber
  • Dark Web ID
  • Network Detective Pro
  • Cyber Hawk
  • Compliance Manager GRC
  • VulScan
  • Additional products will be added in the near future, so stay tuned.

CRM Dashboard

Three more widgets have been added to the CRM Dashboard (Revenue Intelligence Dashboard). They are Quotes Amount Due, Quotes Amount Sent and Pending Quotes. Use these new widgets to gain more insights and predictive information from the CRM Dashboard.

  • Quotes Amount Due shows the summary of the total amount of quotations that are due in the next seven days from the current date. This widget helps you understand how much quote amount is due in the immediate future.
  • Quotes Amount Sent shows the quotations sent in the last seven days from the current date. This widget helps us to understand how much quote amount has been sent in the immediate past week.
  • Pending Quotes tracks all pending quotations for the last seven days from the current date. This widget helps us to understand the quantum of pending quotes in the immediate past week.

New Filter — Account Code

Searching on the Ticket Listing page has been enhanced with a new Account Code filter. The Account Code shows in the Tickets and My Tickets dropdown filters. Use the Account Code to narrow down and search for accounts.

Upcoming Changes to API Credentials

All integrations with BMS should use an API employee user credentials, not credentials connected to an actual, named user. By September 2023, API integrations that authenticate with a named user, instead of an API employee user will no longer work. To configure an API user, refer to our Knowledge Base article.

April 15, 2023

April News and Updates

Read more about the BMS updates in the Release Notes.

BMS Integrated Customer Billing – Limited Release

Eliminate hours of manual reconciliation and optimize your revenue by automatically updating BMS contracts with each customer’s usage of select Kaseya products. This first release will support usage from modules within the Security, Audit and Compliance suite, which includes the following Kaseya products:

  • Graphus
  • Passly
  • RocketCyber
  • Dark Web ID
  • Network Detective Pro
  • Cyber Hawk
  • Compliance Manager GRC
  • VulScan

If you have one or more of the above products and wish to test the feature, please contact

Improved KaseyaOne Single Sign-On

We have improved the underlying architecture of Single Sign-On with KaseyaOne. This is now configured at the account level instead of the user level, which requires that your BMS user have the same email address as your user in KaseyaOne. Read more in our Knowledge Base article.

February 25, 2023

February News and Updates

Read more about the BMS updates in the Release Notes HERE.

Company and Contact Notes From IT Glue

Ensure you have the best context for the company and contact you are delivering service to. When viewing a ticket in BMS, you will see additional details from IT Glue, including company and contact notes, that allow you to document what doesn’t fit in a structured data field, such as commentary about the relationship or known issues.

Additional Keyboard Shortcuts

Efficiently multitask between tickets without taking your hands off the keyboard with the new keyboard shortcuts. You can now use Shift + right/left arrow to move between multiple open ticket tabs. Remember, each ticket tab has its own timer, so you can accurately capture time on all tickets.

Control Editing of Ticket Notes

BMS Administrators can now use Security Roles to allow or prevent a user from editing their own or other user’s ticket notes. Depending on your workflow, you may wish to enable technicians to retroactively improve notes they have already entered, such as typos or elaborating on shorthand at the end of their shift. Alternatively, you may wish to ensure ticket notes are immutable and that no changes can be made after saving a note, either by other team members or the author of the note.

January 28, 2023

January News and Updates

Read more about the BMS updates in the Release Notes HERE.

Ticket Activity Improvements

Easily see when ticket activities, such as notes and time entries, are edited. A new indicator will appear upon hover to identify when and by whom the edit was made. This allows you to identify whether the content you are viewing existed when the activity was first saved or added after the fact during a subsequent update. This improvement brings further accountability by visually identifying whether time entries or notes have been tampered with after the initial save.

Inventory Stock Enhancement

Improve the accuracy of your hardware inventory with the new “committed” status. When an item is added to a ticket or a quote, it will get marked as “committed” in the inventory, preventing it from being used or added elsewhere. This gives you a clearer understanding of when and how much stock you need to order to replenish your inventory. Additionally, this enhancement allows you to invoice items when they are committed, rather than after they are delivered, by allocating them directly to a project or ticket.

Sales Leaderboard Dashboard

Gamify winning deals and quickly see your won sales opportunities with a new widget on the Revenue Intelligence Dashboard. This widget shows which members of your sales team have the highest value of opportunities marked as “won” by day, week or month.

Table and List View Updates

For a common look and feel across all Kaseya products, the screens that display lists and tables in BMS have been updated with a modernized look. As you move between different Kaseya applications, you won’t need to re-orient yourself with how to view, sort and filter, saving your brain power for crushing tickets.

December 11, 2022

December News and Updates

Thank you to all our dedicated BMS partners for actively following our product news and updates this past year and for being valuable and engaged members of our community. We are excited to end 2022 with a new Revenue Intelligence Dashboard to help you better forecast and track revenue activities.

From all of us on the BMS team, and on behalf of all our colleagues across Kaseya, Happy Holidays.

Read about all of our BMS December updates and fixes in the Release Notes HERE.

Revenue Intelligence Dashboard

The new Revenue Intelligence Dashboard has an updated, fresh look that enables you to forecast revenue more easily and efficiently on a monthly, quarterly or annual basis. It is designed to empower you to set goals for yourself and your team with the help of three main widgets, so you can bet on bringing in more revenue:

  • Pipeline Manager: Total Open Pipeline, Total Weighted Pipeline, Top 3 Deals, Next 3 Deals, Open Pipeline
  • Recurring Services Performance
  • Activities Due

Spanning for Microsoft 365 Live Ticketing

Automatically generate a BMS ticket from alerts in Spanning for Microsoft 365, such as when systems are in trouble or missing backups. Additionally, once the alert is resolved, such as when an asset completes a successful backup, the previously auto-generated ticket will also be automatically closed to reduce alert noise.

SLA – Holiday Hours

Just in time for the holiday season, the newest update to BMS ensures the holidays you configure will not negatively impact your established SLAs. For example, if your service desk is usually open on Mondays, but is closed on Monday, January 2 for a holiday, the time you are closed on that day will not count toward your SLAs. You no longer need to waste time manually adjusting SLAs or reports to account for holidays, and your team can enjoy their time off without worrying about missing their targets.

November 05, 2022

November News and Updates

Read more about BMS November updates in the Release Notes HERE.

New Feature: IT Glue Embedded Checklists

IT Glue Embedded Checklists can now be found directly in BMS tickets, making it easier than ever to close tickets efficiently and accurately, every single time. By following an IT Glue Checklist template, you can have peace of mind knowing that even the most complicated tickets will be taken care of, without missing any crucial steps. View and check off IT Glue Checklist steps in the same window as a BMS ticket to avoid tool switching and reduce ticket resolution time.

Learn more about this feature in our Knowledge Base article.

Password Policy Enforcement

In our ongoing efforts to harden the security of BMS and in accordance with industry security standards, starting December 10th, all users will be prompted to reset their passwords based on the new minimum BMS password policy.

We encourage you to review your BMS login password and your password policy to ensure that it meets the new minimums before December 10th.

  • Minimum character length - 8
  • Attempts allowed - 5
  • Length of time to disable the account - 90 minutes
  • Require password change every 180 days
  • Password must be different from previous 5 passwords

If you do not already have a Password Policy set up, learn how to do it in this Knowledge Base article.

Legacy QuickBooks Desktop Connector Deprecation

As of December 10th, only the latest version of QuickBooks Desktop connector will be supported. If you installed the QuickBooks Desktop connector prior to February 2020, please ensure your connector is updated to the latest version that’s available under the Finance module, or view this Knowledge Base article.

Support for QuickBooks Desktop 2023

Lastly, please note that our QuickBooks Desktop integration does not yet support the 2023 version. We recommend you turn off auto-updates and remain on your current version of QuickBooks. Learn more about all the versions we do currently support for QuickBooks Desktop and how to set it up at this Knowledge Base Article.

September 24, 2022

September News and Updates

Client Portal

The BMS Client Portal has been updated to match the new and improved Service Desk Interface for a cohesive and more streamlined experience. Enjoy a consolidated search bar, matching icons and the new in-line capability, so you can simply click on a line item to modify and edit content as you work.

Deprecating Outlook Extension

BMS will be deprecating the Outlook Extension on September 24, and we encourage users to enable the Calendar Sync that is supported through our Cronofy integration. Learn how to set it up HERE.

New Cooper Insights

To ensure you are making the most of BMS, we are introducing new Cooper Insights available through Kaseya One. You will be notified if Cooper finds better ways you could be using BMS, whether it’s by utilizing new features or inactive integrations.

Password Policy

In our ongoing efforts to harden the security of BMS, we made it mandatory to have 2FA on August 19, based on industry best practices. We will continue this effort by making Password Policy mandatory by October 22. If you do not set up a Password Policy before the end of October, you will be locked out of your account and will need to reset your password. We strongly encourage you to set up a Password Policy now.

August 08, 2022

August News and Updates

This month, BMS is bringing more updates to the Ticket interface to further streamline your ticketing experience with new Suggested Documents and Password icons. Additionally, we are introducing the Opportunity Finder, which will help you discover new revenue opportunities for your business. Lastly, we are ensuring our users are protected by enforcing 2FA and the latest password policy.

Read more about August updates in the Release Notes HERE.

Opportunity Finder

The Opportunity Finder unlocks the power to discover promising opportunities among your customer base. It calculates and identifies new revenue opportunities in BMS. You can find the results organized by profitable services offered, by profitable clients and by highest conversion probability.

Learn more here.

Ticket Interface Updates

We are continuously updating the Ticket interface in BMS so you can work more efficiently and find the information you need quicker. For increased visibility, the Suggested Documents and Password icons are now above the Ticket Title, so you can easily click on those without scrolling through the Details pane.

Microsoft OAuth 2.0 Support Update

Since Microsoft is deprecating their basic authentication for Exchange Online in October, we recommend that you switch to OAuth 2.0 as soon as possible to avoid any potential disruption. BMS supports OAuth 2.0 for inbound email parser, outbound email and now also shared mailboxes.

Enforcing 2FA and Password Policy

In our ongoing efforts to harden the security of BMS, we made it mandatory to have 2FA on August 19th, based on industry best practices. We will continue this effort by making password policy mandatory by October. We encourage you to set up password policy now with this KB article.

July 02, 2022

July News and Updates

Make the most of your time with automated billing, and focus on generating more revenue instead of worrying about getting paid for completed services. With the new BMS Billing Guide and the Automated Services Billing enhancement, we’ve made billing a smooth and easy process for any BMS user.

This month, we are also introducing a new quoting integration and several updates to make your BMS ticketing experience more streamlined, from auto-suggested documentation to new and improved buttons in the main ticket tab.

Read more about July updates in the Release Notes HERE.

IT Glue & BMS: Automated Services Billing Enhancement

We are adding more granularity to how you can automate billing in BMS by leveraging IT Glue documentation. BMS automatically pulls the IT Glue Flexible Asset quantity and license type directly to your contracts. You can now determine different prices for different license types like premium and standard licenses, so they can reflect the varying levels of cloud services you offer.

Auto-Suggest Documentation in Tickets Enhancement

With this enhancement, you no longer have to create a rule for every single organization. With the new Dynamic Organization Suggestion, you can create a rule and enable it to all relevant organizations automatically. Of course, if there’s a rule that only applies to one organization, you can enable that as well. Learn more HERE

Ticket Interface Updates

We are updating the Ticket interface in BMS, so that you can easily add a note or time log when you are working on a ticket, without having to waste any time looking around for those functions in the Details pane. You will now see two new buttons in the main ticket window that you can simply click on and quickly add the necessary details.

Billing Setup Guide: Best Practices

Become a billing master with the new Billing Setup Guide: Best Practices available in our Knowledge Base. This comprehensive guide provides an easy to follow outline and shows you in-depth best practices that you should be following when setting up billing in BMS.

KaseyaOne and Cooper

If you haven’t signed up with KaseyaOne yet, you should do so now! Not only can you seamlessly log in, access support, and review your billing and renewal of IT Complete solutions in a centralized portal, you can also get the most out of your IT Complete solutions.

Introducing Cooper! Cooper intelligently provides you with actionable insights by identifying features and functions that you aren’t fully utilizing yet to help you get the most out of your tech stack.

Sign up today!

Adaptive Catalog Integration

BMS now has a new product catalog integration in addition to Etilize, Ingram Micro and Tech Data, so you can pick the solution that works best for you. With Adaptive Catalog, you can search through hardware and software products and easily add them to a BMS quote so you may create error-free, professional quotes.

May 28, 2022

May News and Updates

This month, BMS has introduced several exciting updates. There is a new integration to make quoting a breeze, new password settings for maximum security, a workflow that works outside of business hours and a margin calculator to help you accurately measure profitability.

Read more about the updates for May in our Release Notes HERE.

Ingram Micro Integration

The new Ingram Micro integration makes quoting in BMS effortless, accurate and quick. With Ingram Micro, you can easily view the prices of a selected item directly from BMS, whether for hardware or services. This integration provides a clear framework when adding items to a formalized quote, helping you create professional quotes easier.

Measuring True Profitability of Services

With this newest update, you can measure how much profit you are able to bring in from the services and products you offer. By calculating the margin — the difference between the sold and purchase price — you can accurately see the potential profit of your work. You may do so by directly adding the price to a service desk product charge or simply viewing the cost in product inventory, service desk tickets, quotes or sales orders.

Business Hour Workflow Automation

The Business Hour Workflow Automation enables users to set up automated responses in BMS that will function regardless of time of day. You may set up workflows that go off both within or outside business hours. For times when customers reach out to you when your office is already closed for the day, an automated reply can now be triggered. This update adheres to your particular time zone and location.

Secured Password Creation & Recovery

Security is top of mind for everybody in the MSP world, and BMS is introducing new ways to customize the password policy settings for your accounts. With this update, you can set the password length requirements, determine whether it can be reused, how many login attempts are possible and the strength parameters each password must meet.

April 23, 2022

April News and Updates

April is all about helping you get the most out of BMS. With the new Kaseya University, updated Knowledge Base articles, and the BMS Power User Series webinars, you can choose your preferred method to consume information and get the most out of BMS, all at your own pace. To see our April product updates, see the Release Note HERE.

New Knowledge Base Articles

We are always working on improving and updating our Knowledge Base articles as well as introducing new ones for all of the latest features. These are meant to help you have the best BMS experience and get the most out of the tool. Here are some new KB articles we’ve added in April that we think are particularly helpful to all BMS users:

BMS Power User Series

Each session of our monthly BMS Power User Series explores one area of BMS, including billing, integrations, and more. We share tips and best practices, along with in-depth demonstrations. See a full list HERE

Kaseya University

Kaseya University is excited to bring you an improved learner experience and a different look. If you have visited Kaseya University before, you will soon receive a welcome email with full instructions on how to access the new platform.

New to Kaseya or have not accessed the University before? Kaseya University has a large catalog of technical training content, including role-based certifications, step-by-step onboarding guides, video libraries, and live virtual sessions. Please apply for an account. We look forward to seeing you there.

March 19, 2022

March News and Updates

Happy Spring! This month, BMS is bringing you various features to streamline your workflows for billing and ticketing. Such as improved ticket visibility with widget enhancements, the ability to use IT Glue flexible assets to automate your billing, and being able to search for inventory items using a serial number.

Did you miss our last BMS Power User Series webinar? Each session of our monthly BMS Power User Series explores one area of BMS, and we share tips and best practices, along with in-depth demonstrations. In March, we looked at the BMS and IT Glue integration. Specifically, how putting documentation at the forefront of your service desk simplifies and streamlines technicians’ workflow to maximize efficiency. Watch the March session recording HERE.

Read more about this month’s updates in our Release Notes HERE.

IT Glue & BMS: Automated Services Billing

You can now leverage your existing IT Glue Flexible Assets documentation to automate your billing process. Whether you want to include a service or application such as Microsoft 365, you can now automatically add items based on a license count. This is possible by leveraging the information you have already carefully documented in IT Glue. BMS will automatically pull the IT Glue Flexible Asset quantity directly to the contract you’ve added the service to, and you have the option to change the quantity in IT Glue as needed.

New Feature: Inventory Search by Serial Number

The new Inventory Search by Serial Number update enables you to search inventory items using their serial numbers and you can utilize this in two different places within BMS to save time. First, you can use the serial number to search for an item directly in the inventory module under product availability to easily check how many you have in stock. Additionally, you can now search inventory products by serial numbers and directly add the item as a charge on tickets.

The New Default Service Desk Interface

Starting March 19th, every BMS user will see the new service desk interface as their default ticketing interface. We’ve adapted all features available in the legacy service desk view, but added additional capabilities to streamline your service desk experience to make ticket resolution easier and faster. Some of the capabilities include inline editing, intuitive design and layout, single-search toolbar, embedded tabs to view multiple open tickets at once, ticket timers, and more.

myITdashboard: Ticket Widgets Enhancements

This month, BMS is enhancing ticket visibility for three existing myITdashboard ticket widgets. By default, closed tickets in the widgets that show tickets by priority, issue type and queue, will be automatically filtered out and excluded from your view. If you want to see how many tickets are closed in a certain widget as well, you have the ability to toggle them on so you can see both open and closed tickets.

February 19, 2022

February News and Updates

This month BMS has introduced several updates to make ticketing more streamlined, including new widgets to filter tickets, extended searching capabilities in Ticket Details, and sticky buttons for New Ticket creation. You can read more about these features in the Release Notes.

myITdashboard - New Widgets

As we continue to enhance our new service desk interface, myITdashboard, four new widgets will be added to provide technicians visibility to tickets by priority, queue, status, and issue type trends.

Full-text Search Updates

Being able to resolve tickets quickly means having the information you need at your fingertips, even if you don’t know where exactly to look for it. With the new Full-text search update, there is no more limited capacity to the data being searched through. You can now look up information through the Ticket Details field and the system will scan through everything you have stored in BMS.

Sticky Buttons for New Ticket Creation

While working on a new ticket, you no longer have to scroll up and down to find the Save, Cancel and Time buttons. These buttons will now follow your movements on the page as you scroll down, sticking to the top of the New Ticket view. They can be seen and clicked anytime you’re working on a new ticket, even when you are looking for related information at the bottom of the page. Being able to Save, Cancel or use the Time function at all times will enable technicians to work on new tickets more efficiently.

January 22, 2022

January News and Updates

Etilize Integration

The new Etilize integration will make quoting a breeze as you now have the entire Etilize library of products and services to choose from – selecting one automatically fills in the information needed to complete a quote. This will significantly decrease how long you spend on quoting in BMS, giving you back valuable time better spent elsewhere.

Learn more about the Etilize integration here.

New Keyboard Shortcuts

BMS has introduced new keyboard shortcuts so that you may work faster and speed up small, mundane tasks by never having to move your mouse at all! Find out more about the newly added keyboard shortcuts here.

Ticket Time Format

With BMS continuing to deliver a sleek and modern service desk experience, you can now enter ticket time in a 24-hour format and in a free-text form, which will match the legacy ticketing for the BMS experience you may already be used to.

November 20, 2021

November News and Updates

Service Desk Updates

BMS introduced a brand new Service Desk experience a few months ago, designed to improve navigation speed with a sleek and modern interface. We also made several updates to the user interface of BMS, aimed to bring you more efficiency as you navigate through the features.

You can learn more about the Service Desk updates here.

  1. Notifications: System alerts and in-product messages are now consolidated into a single menu item view under the Bell icon, making it easier for you to see what tasks require your attention and ensuring you don’t miss any important information.
  1. Contact custom fields on the Ticket page: Contact custom fields are shown on the Ticket Detail page, allowing you to see all the information you need in one single view so you don’t have to switch between multiple tabs.

  1. Quote bundles: To enable you to quickly add quote bundles, the quote bundle is located under the “Add Item” section in Quote Summary.

October 16, 2021

October News and Updates


myITdashboard provides you with a modern experience and valuable visualizations that help you understand your business in real time rather than through end-of-month reporting. Based on TruMethods principles, the dashboard allows you to visualize key KPIs so you can stay on top of problematic areas in your business and pivot quickly, if needed, to achieve your business objectives.

Learn more about the Service Desk Dashboard and how it can help your ticketing process here.

Tech Data Integration

BMS users that create quotes using hardware from Tech Data can now look up items by their manufacturer part number to get the price, stock, title and description. This integration allows you to insert products into your quote without labor-intensive copy/pasting and lets you easily refresh pricing as well.

Here is more information on the Tech Data integration.

Tickets Suggested Docs Redesign

Further improving on the general organization and usability of features within BMS, you can now expect a more compact display for suggested Passwords and Documents so that you can view all suggestions at once. Additionally, we have introduced badge counters to help you easily see how many related items there are for each ticket.

September 18, 2021

September News and Updates

Task-to-Task Lineage

Tickets from the Service Desk module and Tasks from the Projects module can be linked to provide a seamless intersection between Tickets and Tasks. This allows the Project Manager to see the work completed and time spent on a relevant ticket without having to search for it through all active tickets in an organization.

Here is a step-by-step guide.