Description:
If a change has the Status as 'Rejected' and Approval Status as 'submitted for approval' then the change is listed under Unapproved Changes in the Home page dashboard.
Workaround:
Change the Approval Status as 'Rejected' as only the approval status is considered in Unapproved Changes block.

Description:
If the size of the description is greater than 64KB then the content is added as an attachment FULL_DESCRIPTION.html. On replying to this request, the mail received in the mail client does not have neither the attachment FULL_DESCRIPTION.TXT nor the original description content.
The description of the received mail is show as "Description : The size of the description being greater than 64K, the content has been moved to attachment FULL_DESCRIPTION.html"

Description:
The mail consists of the attachment, but it is not visible. To confirm if the attachment exists, forward the mail to some other mail client.

Description:
1. Create a category with a technician.
2. Now, create a business rule with some criteria and action to be placed in that category.
3. On sending a request through email with criteria matching the business rule, the request is placed in the category but the technician assigned to that category is not assigned to the request.

Description:
Consider a 3 hour SLA request is resolved within 2 hours. If the requester replies to the request on elapse of the due by time, the request is reopened but the due by time is not recalculated.

Description:
1. Create a SLA by enabling "Should be resolved irrespective of operational hours".
2. Create a ticket as satisfying the SLA criteria. The Due by Date is set.
3. After closing the ticket, Time Spent is calculated with respect to operational hours but the Time spent should be calculated irrespective of operational hours.

Description:
1. Create a request without filling the mandatory fields specified in request closing rules.
2. Now, update the request with some content in Reason for Update. The Updated comment is not shown in the History tab.

Description:
1. Select a request which has conversations from the request list view.
2. In Request Conversations, click the Reply button under the description field. Mail to Requester window pops up.
3. Click Save button. "Draft Saved" message appears and the draft is saved at the top of the request. Drafts saved in the child request cannot be viewed unless the request is split.

Description:
If the message content contains three lines with new line characters, it is changed to single line in the mail.

Description:
While adding a new request, if the request additional filed (picklist field) is empty then the additional field shows '0' in the request list view page.

Description:
Save a draft with attachments. On reopening the draft, the attachments are missing.

Description:
When a request is assigned to a site, the tasks for the request should be allocated to the technicians in that site alone.

Description:
On approving a request, the url opens to display the Close button. Clicking the Close button does not close the request.

Description:
1. Associate requester to site1.
2. Keep a Group under the default site.
3. Keep three groups under the site1.
4. Login as requester1 who belongs to site1 in IE as well as firefox.
5. In IE, all the three groups (associated to the site1) is listed for the requester.
6. In firefox, the group associated to the default site is listed for the requester.

Description:
1. Use Exchange server for mail fetching in SDP.
2. Send request with description and .msg format attachment from MS Outlook with Exchange server configuration.
3. The description is not present in Request Received in SDP.

Description:
1. Add a requester with requester additional fields populated for it. Now change the requester as technician.
2. Create a new request with the technician's name as requester.
3. From the request details page, click on requester name, the requester additional fields are shown.

Description:
The operational hours for a site is from 09:00 hrs to 18:00 hrs, and the due by time for a request is at 17:30 hrs. If the SLA escalation is set to be notified after 45 minutes, then the notification should be sent at 09:15 hr the next day, but the escalation is sent at 18:15 hr the same day.

Description:
1. Create a pick list request additional filed by adding 10 items to it.
2. Create a request by selecting a value from the pick list.
3. In Add custom view filter, select the criteria as the pick list request additional field and click choose. Only the pick list item chosen while creating the request is listed.

Description:
Entering default values more than one line in multi-line additional fields shows values in a single line.

Description:
1. Create a Group with group email id.
2. Send mail to Group Email address. The ticket gets auto assigned to the group.
3. On manually changing the group assignment any further conversations by the requester will be generated with a new id.

Description:
When a mail is sent from outlook with another mail as attachment to SDP, the attachment does not appear in the received mail, instead the content of the attachment is appended as the content of composed mail.

Description:
In Quick Create block, on selecting the requester, the site field is automatically populated provided the site is configured for the requester. On clicking 'Add more details' option the site does not get populated in the add new request page.

Description:
Request UDF fields greater than 12 (For Text) ,greater than 4 (For Numeric and Date) cannot be edited using inline edit option.
Workaround:
Use Spot edit ,Global edit or Bulk edit.

Description:
Say, you create a request on 21st April and the due by time is set after 36 hours i.e., 23rd April. If the status is put "On Hold" on the same day and if the request is opened on 7th May then the due by time is changed from 23rd April to 25th April.

Description:
Step 1: Admin-> Notification rules -> Set notification format as " plain text ".

Step 2: Request-> Open any request -> Reply/forward -> Type some content (content should be in more than a single line)-> Save -> Open the drafted reply. The spacing is doubled.

Description:
Step 1: Enter description in new request page.
Step 2:Click the back button from the browser [OR] Right click -> back.
The entered description is removed and further entry in description field is not possible.

Description:
1. Create a Technician with role as full control under the Change module alone.
2. In the technician login, unable to add work log and associate incidents.
Workaround:
Users can add work log and associate incidents through "Add New" option at the top of change details page.

Description:
While associating Incidents from Actions link a script error occurs and the window remains open.

Workaround:
Close the Change by updating (MANDATORY =0) the deleted change additional fields related entries in "form_customizer" table. The queries to update is given below,
To find the change UDF fields which are mandatory fields to close a Change:
Select * from form_customizer where form_name like 'CloseChange_Man' and mandatory like true and field_name like 'UDF%'
To update the change additional fields related entries in "form_customizer" table:
Update form_customizer set MANDATORY=0 where CUSTOMIZER_ID=<CUSTOMIZER_ID>;
<CUSTOMIZER_ID> refers to CUSTOMIZER_ID of deleted change additional field in form_customizer Table

Description:
In the Change module under Planning tab add any one of the fields; say, Impact, Rollout Plan, Backout Plan or Checklist, and add a review under Review tab. Go to History tab and select Property View link, the created by information of the above fields does not get displayed.

Similarly, in Problem module under Analysis tab add any one of the fields; say, Impact, RootCause or Symptoms. Go to History tab and select Property View link, the created by information of the above fields does not get displayed.

Description:
Consider 3 changes with some tasks
Say, Change1 with 4 tasks
Change2 with 3 tasks
Change3 with 2 tasks

Select Tasks from change column chooser->Save.
In the change list view page, the task column has the following values,
Change1---0/4(0--closed task count)
Change2---0/3(0--closed task count)
Change3---0/2(0--closed task count)

Closing a task in a change say Change 1 reflects in all the change (Change2,Change 3). Now, the value in task column is displayed as
Change1---1/4(1--closed task count)
Change2---1/3(1--closed task count)
Change3---1/2(1--closed task count)

But in the Implementation tab of change details page, the open/closed task count is shown properly.

Description:
From the request details page, select Resolution tab -> Search solutions and copy solution with an attachment to request. The solution content is copied as a resolution to the request but the attachment of the solution does not get copied. Also on enabling any notification having resolution variable in its message content, the attachment is not present in notification received in mail client.

Description:

1. Consider a requester 'testuser' in the department 'dept1'.
2. On associating the asset say, testws1 to the user (testuser) using CSV Import of the Asset, the requesters name gets duplicated under Admin -> Requester. For example, testuser without department and testuser with department 'dept1'

Description:

1. Create an Product say, desktop1 with Product Type as workstation.
2. Next, create a new workstation, say Latitude D620, with Product as desktop1.
3. Go to Admin and change the Product Type of the product (desktop1) to other Product Type say, Printer.
4. The asset Latitude D620 is shown under both Workstations as well as Printers.

Description:
While fetching the hard disk capacity of MAC machines, Number format exception occurs and stops the scan.

Description:
Issue 1: "is not" condition replaced to "is" condition.
Assets tab -> Groups -> Create a Dynamic Group with "is not" condition, having single or more than one criteria say, State "is not" Instore or State "is not" "Instore or In use. Click Save. Navigate from the page and reopen the above created dynamic group. The"is not" condition is changed as "is" condition.
Assets tab -> Groups -> Create a Dynamic Group with "is not" condition, having single or more than one criteria say, State "is not" Instore or State "is not" "Instore or In use. Click Save. Navigate from the page and reopen the above created dynamic group. The"is not" condition is changed as "is" condition.

Issue 2: "Is not" condition does not working when more than one group criteria is present in Dynamic group.
Say, create a dynamic group with criteria as Product "is not" Latitude D630 or DbVisualizer 5.1.1 or DbVisualizer 4.3.6. The list all the assets including the assets having the product as "Latitude D630" or "DbVisualizer 5.1.1" or "DbVisualizer 4.3.6" is displayed.

Description:
While adding a switch with ipforwarding value as "1" , the switch is detected as router and displayed in the router list view page.

Description:
ae_scan.vbs script does not work when using HTTPS mode.

Description:
Asset -> under Scan summary section, clicking on auto-assign workstations will take only the last user import date from manual import and not from scheduled import.

Description:
This issue is because Adobe does not remove the old installation data of the previous version installed from the registry of the machine.
Say, adobe 8.0 software is installed in one workstation and then upgraded to adobe 8.1. Consider only one license is being bought for adobe software. On scanning the workstation, in the software tab in workstation details page, two softwares "adobe 8.0" and "adobe 8.1" are present, and on allocating license to the adobe software, one version software is displayed as Licensed installations and the other is displayed as Unlicensed installations.

Description:
Step 1: From Asset component page, add more than 500 products under one product type.
Step 2: Click Asset component from resources block on the left hand side.
The page does not load (Mssql)and goes blank.

Workstation:
Create the same fields in Workstation additional fields to be able to import from CSV.

Description:
While scanning the 64-bit Operating System installed in a machine, it does not pull out the 64 bit supported software.

Description:
Step 1: Create a new software under Manage software category.
Step 2: Don't install the software in any machine and Don't purchase the software license for it (i.e. Zero Installed, Zero Purchased).
The Compliance Type of that software will be set as 'Under licensed' but it should be Complaint Type.

Description:
The reason: Only the 'From' address gets saved in the database. The 'To' address does not get saved and hence the scan cannot be performed.

Description:
Case 1: Unable to search workstations if the Search In field is 'Assets' and the keyword mentioned is a workstation additional field value.
Case 2: Unable to search assets if Search In field is 'Workstation' and the keyword mentioned is an asset additional field value.

Description:
In the xml generated using the scan script, the IP address fields has the following IP Address, 192.168.112.68-192.168.112.70-192.168.112.54-192.168.112.34. Upon importing this xml, in the workstation details page, only one IP Address is present.

Description:
If the browser language is configured as "Japanese" and the ServiceDesk Plus display language is set as "browser default", then the Purchase Order print preview is shown in English.

Description:
Step 1: Assume a product say, product1 is associate to two vendors, vendor1 and vendor2.
Step 2: Create a purchase order for product1 with the vendor1.
Step 3: Edit this Purchase Order and change the vendor name to vendor2.
Step 4: On Saving this Purchase Order, the item information is lost.

Description:
The tables related to Contract and Purchase additional fields are missing in the 'Table Schema' diagram of Query Report.

Description:
To generate a report for 1.Dec.08 in the previous version the settings was from 1.Dec.08 to 1.Dec.08. The settings has changed from 1-Dec-08 to 2-Dec-08.

Description:
While editing a report in IE, if the advance filter contains many values then the page is not displayed properly. Date filter cannot be edited further.

Description:

1. Assume there are few request additional fields (say one or two) configured for requests, and a report is created and saved with the additional fields.
2. Remove the additional fields from request configurations (Admin -> Helpdesk customizer -> Requester Additional Fields).
3. When the report (containing the additional field) is generated, on clicking the 'Edit' option of a report an exception occurs. But while trying to edit the reports again, the report is edited properly.

Description:
While running the report, the date filter criteria is matched with first criteria of advance filtering thereby giving improper result.
Say, if the Date Filter is selected as "Created time" during "last week" and the Advance filtering as,
Technician is "sss","hhh","tttt","rrr","mmm" OR
Requester is "aaa","bbb","ccc","ddd","eee"
Then the report is executed as ( (Created time or Technician) and (Requester)), instead of ( (Created time)and ( Technician or Requester))

Description:
In MSSQL - On upgrade from 7022 to 7500, new line characters are included in the query and exceptions are throws while running the saved query report.
Workaround:
Remove \n characters from query and then execute the query.

Description:
1. Select Reports->under Report Type as 'Tabular Report' -> create a Tabular Report with "group by" (Step 3 : Select Column to group).
2. Enter the column contains any Date column Say, completed time or Due by time.
3. The requests/problem/change which do not have values in the specified date field will be shown under the column "01-01-1970".
This is same for Matrix Report. If the matrix report's left or top column having date value, then data which are not having the value for date column will be displayed under the column "01-01-1970".

Description:
1. Run a default or any custom created report.
2. Click on Edit and change the date filter value.
3. Re-run report. The graph should be different due to changed time frame.
4. Click "Graph View". The graph reflects data from default date filter.

Description:
If the user has specified the order by /group by column in sql query, the particular column is grouped to make the report easier to view.
Consider 3 domains namely zohocorp, helpdesk and workgroup, each domain having some workstations. While creating the "computers by domain" report through "Query Report", it should be created like,
zohocorp
   workstation1 details
   workstation2 details
   workstation3 details
   workstation4 details
   workstation5 details
helpdesk
   workstation6 details
   workstation7 details
   workstation8 details
workgroup
   workstation9 details
   workstation10 details
   workstation11 details
   workstation12 details
but in the query report the subheadings (zohocorp, helpdesk, workgroup) are not displayed, although the ordering (ordering by domain) is correct.

Description:
In the case of a printer we have 2 fields - Printer Serial Number and Resource Serial Number. On scanning a printer, the values only for Printer Serial Number is fetched.

In Reports we have two columns named as serial number (one for Resource serial number and the other for Printer serial number). On creating a report with these two columns, the output of the report does not display the Printer serial number value since both the report columns (named as serial number) are mapped to Resource serial number.

Description:
Step 1: Create many requests and assign each request to a different technician.
Step 2: Click Reports tab -> New Custom Report.
Step 3: Select the Display Columns as, Request Id, Request Status and Technician.
Step 4: From Charts, select the chart type as Stacked Bar Chart 3D. Select the Group by as Technician and Stack On as Request Status. Chart Orientation as Vertical.
Step 5: Click on Run Report.
The count values are overlapped.

Description:
Step 1: Consider the current time be 3:00 PM (Monday).
Step 2: Schedule a weekly report for the subsequent monday at 12:00 PM.
Step 3: The weekly report is showing as completed instead of calculating the next schedule date.
Thus the schedule time is set to null in the Task_input table.

Description:
1. Create a Business Rule with Category - Subcategory - Item in default settings.
2. Add a site with "Copy default Settings" operation for Business Rule.
3. On editing the Category - Subcategory - Item in the Business Rule of default settings does not get applied in the copied site.

Description:
1. Consider Tech1 associated to Site1, and Tech1 and Site1 is associated to Request1.
2. Move Tech1 from Site1 to Site2.
3. Bulk edit Request1 and change the site to Site3.
4. Tech1 associated to Request1 will not change.

Description:
1. Create a new additional field under Admin -> Helpdesk Customizer -> Request Additional Field. Click Save.
2. A message such as "SUCCESS: Additional Fields saved successfully. Note: The newly added fields needs to be configured in Request Template. Click here to configure" is displayed on top.
3. Go to the template page, drag the newly added additional fields consisting of the default values configured in additional fields page. Edit the default values of the request additional field in additional fields page.
4. In the template page, the modified default values will not be displayed. This occurs if the request additional field is single-line and multi-line.

Description:
Add a UDF field -> configure it in template -> modify the additional field name. In request template, the modified field has been moved to the drag/drop list.

Description:
Group is unselected , (Request Templates - if a default Group is selected)
-> In the new request form , select a technician and click on the requester field, and then click outside the field - Group gets unselected.
-> In a new request form , click on the requester field and then click outside the field - Group gets unselected.

Description:
Step1: Consider the technicians under Group1 as, "tech1","tech2","tech3".
Step 2: Next, in the default template (or any template), set the group field value as "Group1".
Note: In template, technician field displays the technicians assigned to Group1.

But while creating a new request with that template, all the technicians in the requesters site is listed on entering a value in the requesters field.

Workaround:
Select the requester from the Search Requester list icon.

Description:
Create a request template with task(s) and delete the added task. A script error occurs and the task does not get deleted. The issue exists in firefox browser.

Description:
In request template, If the group, technician field is placed above the Site field,the first value in selection list is displayed as default value instead of actual default value.
But the default value for group,technician field is populated correctly while creating a request using that template
This issue is only in IE6

Description:
Admin -> Business Rule. Create a business rule such as,
category is Printer
category is Services
category is Router
Then the criteria constructed is, category is Printer or Services or Router. Suppose, a business rule is created like,
category is Printer
category is Services
category is not Router
Then the criteria constructed is category is not Printer or Services or Router.

Description:
1. Create a business rule with the criteria as 'To' is 'x@x.com'.
2. Create another business rule with the criteria as 'CC' is 'x@x.com'.
3. On applying different actions to both business rules, raise an email with CC as x@x.com. The business rule for the criteria 'To' is applied.

Description:
Case 1: Consider a Business Rule with the criteria say, [Department is "Admin*test"] and action is [set urgency as "high"].

On editing, this Business Rule is displayed as, [Department null "Admin*test"] and action is [set urgency as "high"]. But the Rule works properly.
On saving the rule again, the criteria is not displayed and the rule does not work.

Case 2: Consider a Business Rule with the criteria,
[Description start with (or) end with "*test*"] and the action [set urgency as "high"].

On editing, this Business Rule is displayed as,
[Description contains "*test*"]and action [set urgency as "high"]. But the Rule works properly.

Description:
When two categories share a sub category of the same name, and an item assignment is attempted via a Business Rule, the Business Rule module inappropriately overrides the sub category assignment with the most recently created sub category of that name, regardless of the item/sub category/category relationship when creating or editing the rule.

Say for example:
Step 1: From the Helpdesk Customizer, add Category as "test-Cat1", its Subcategory as "test-Subcat1", and Item as "test-item1".
Step 2: Now, add another Category as "test-Cat2" with Sub Category as "test-Subcat1" and Item as "test-item1".
Step 3: Go to Business Rules and Add New Business Rule with the rule name as "Test Rule1".
Step 4: For the matching criteria, choose "Description Contains" and select "Test Rule1".
Step 5: Add the following actions: Move to Category "testcat1" Move to Sub Category " test-Subcat1>>testcat1" Move to Item "test-item1>> test-Subcat1>>testcat1".
Step 6: Save the rule.

You will get a success notification indicating that Category and Subcategory assignments were "over-rided".
Over riding should not take place as the selected item belongs to the selected sub category, and the selected sub category belongs to the selected category. View the "Test Rule1" rule. Three actions should be listed, Move to Category "testcat1", Move to Sub Category " test-Subcat1", Move to Item "test-item1". For the latter two actions, select "Edit Action" icon to expose item/sub category/category relationships: "Move to Item" selection is "test-item1>>test-Subcat1>>testcat1". This is correct. "Move to Sub Category" selection is " test-item1>>test-Subcat1>>testcat2". This is incorrect.
Test the rule by sending an email with "Test Rule1" in the body. This results in a request with: Category = testcat1 (correct) Sub Category = Not Assigned (incorrect) Item = Not Assigned (incorrect)

Description:
In Admin module, under Notification Rules -> Junk Notification Filter - Don't Send notifications matching certain Criteria -> Edit criteria. Choose 'Match ANY of the following (OR)' and Save. On saving, if the criteria has many values then it is changed to 'Match ANY of the following (AND)'.

Description:
While sending asset notification after the domain scan, null pointer exception appears and the notification is not sent to the technician.

Description:
Dynamic variables such as, Description, Status, Priority, Mode, Level, Category, SubCategory, Item, Group, RequesterMail, RequesterMobile, RequesterPhone, RequesterDepartment, Resolution, SLAName, RequestAge, Urgency, Impact, ImpactDetails, RequestType are not replaced properly in Notes addition notification.

But the dynamic variables title, NoteMadeBy, Notes created date, ProductName, DueByDate are replaced properly in Notes addition notification

Description:
Case 1: Unable to update the Owner, Status and task template fields while using the task link present for the notification "Send Email when a task is assigned to a technician".
Case 2: Unable to update any of the fields while using the task link present for the notification "Alert request owner when the associated task is closed.

Description:
1. Import users from AD and assign any asset to the department imported from AD.
2. Delete the department. The department will be grayed out.
3. Again Import users from AD.
For MSSQL: The AD Import is stopped but the UI shows it in progress.
For MYSQL: The Users are imported successfully but a duplicate entry of the disabled department in Admin -> Department.

Description:
Step 1: Select the application in any Non English language say, Polish.
Step 2: Create a SLA with escalation to the $TicketOwner and other technicians.
Step 3: Save the SLA, the $TicketOwner is not displayed in the list.

Description:
While take a backup, access denied error occurs and backup is not performed even after providing full rights of the backup folder to the user logged into ServiceDesk Plus server.
Workaround:
Provide full rights to the folder to perform backup.

Description:
1. Edit a Requester. Select Associate to Workstation button and associate one workstation. Click Save.
2. Navigate to another page and again edit the same requester. Select Associate to Workstation button. The workstation associated to the requester is not retained.

Description:
1. Create a CSV file contains RequesterName,EmailID,username,password.
2. Import users from CSV.
3. Change the Passwords of the users in the CSV file and Save.
4. Again Import users from CSV. The passwords will not get updated.

Description:
1. Create a CSV file contains RequesterName,EmailID,username,password,Department.
2. Import users from CSV.
3. Again Import users from CSV but this time, do not map the department column in the CSV mapping screen. The Department is changed to None.

Description:
David, a requester is associated to site London and Paul another requester is associated to "Not in any site". Both are assigned with the permission to view " All their site request".
In requester login, David will be able to view his site's request in the request list view page and will also be able to view the request details page of his site's request.
Paul on the other hand will be able to view his site's request in the request list view page but will be unable to view the request details page of his site's request.

Description:
Unable to edit the technician having 2 phone numbers or mobile numbers separated with the "&" character as shown,
Phone no-----234354 & 2343567
Mobile number---------------9934322468 & 9967823569

Description:
A criteria with "Subject contains 'xyz' AND 'abc'" does not work.

Description:
1. Add a criteria as subject 'is' "xyz" and another criteria as subject 'is not' "abc".
2. Now the criteria becomes subject 'is not' "xyz" or "abc".

Description:
In Admin module, under Mail server settings -> Spam Filter -> Choose 'Match ANY of the following (OR)' and Save. If the criteria has many values then it is changed to 'Match ANY of the following (AND)'.

Workaround:
Restart the application.

Description:
Currently we are supporting untrusted certificate alone. When customer applies a trusted certificate for secured mode, splash screen does not close. But the server is running.

Description:
Create a Date/Time Requester Additional field -> add a requester say, Shawn with values for Department field (say, Engineering) and date additional field. Also enter the login permission for the requester.
In Self Service Portal settings -> Requester Details section -> select the option "Not allowed to Edit their profile".
Now login as the requester (Shawn) -> select My Details -> The department (Engineering) is not shown and the date requester additional filed value is shown in long.

Description:
In Create/Edit request page, the requester details like 'Phone Number' does not get auto filled on selecting the requester name from ajax list.
But in the request details page, the requester details is displayed properly. This occurs when the site is not configured in ServiceDesk Plus. This issue also exist while creating/editing a problem and change.
Workaround:
Select the requester from the Search Requester list icon. [OR] Create a dummy site.

Description:
In IE(6 or 7) browser with Non English OS:
Case 1: Unable to open the xls file if the file name has characters greater than 12.
Case 2:
If the txt file name has characters greater than 12, on opening the file, the file name is shown properly in the header.

In IE(6 or 7) browser with English OS:
Case 1: Able to open the xlx/txt file if the file name has characters greater than 12. And the file name is shown properly in the header.

Description:
Case1: If the attach file name includes Japanese character with "7C" , then on fetching mails into ServiceDesk Plus that file is removed. Note: "7C" character in Shift-JIS is like "ポ", "芸" and so on.
Case 2: In the case of "5C" character, the 5C character is not displayed in the attachment file.
Note:
1. "5C" character in Shift-JIS is like "ソ", "予", "表" and so on.
So if the file name is "test表.xls", then it is displayed as "test.xls" in the request module.
2. Code of "ソ" is "83 5C", "予" is "97 5C".
Case3: If attach file name has neither the "7C" nor "5C" character, then the attached Japanese file name is garbled.