ServiceDesk Plus 9.0 -

ITIL-Ready Help Desk Software

Title

We are aware of few issues currently experienced in each module, and are working to resolve it as soon as possible. Kindly look into the document before reporting an issue as your problem may be listed below. If you require more information and workaround of a particular issue, click 'View Description & Workaround' link.

Modules

  • Admin

Issue ID Issue Title Release
SD-12076

If the size of the request description is greater than 64KB then the content is added as an attachment in ServiceDesk Plus.

view description

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"

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SD-13659

Mandatory field check is not captured in inline edit and spot edit of requests in request details page.

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SD-13890

Technician is not assigned to the request sent through email, if a Business Rule has the action to place the request to a specific category which has a technician assigned to it.

view description
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SD-13970

Time Spent on request is not calculated irrespective of the operational hours.

view description
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SD-13978

ApprovalHistory table does not get updated on performing "Submit for Approval" operation in request details page.

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SD-14089

Reason for updating a request is not shown in the History tab when mandatory fields in request closing rules are not filled.

view description
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SD-14125

Formatting issue of text in email generated during scheduled reports.

view description
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SD-14129

Request Additional fields (pick list) shows '0' in the request list view page.

view description
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SD-14141

While forwarding a conversation with an attachment, the attachments are received by email address mentioned in the "To" field, but the newly added conversations does not contain the attachment.

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SD-14158

Attachments missing in drafts.

view description
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SD-14398

"Close" button does not work after approving a request through mail.

view description
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SD-14794

Site option to be associated to the requester is missing in the 'Add Requester' page invoked from the Add New Request page on clicking the 'Search Requester' link icon.

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SD-14844

Issue while displaying the values in the Group drop down in the New Request form of Requester login (requester belonging to a custom site). Issue exists in Firefox.

view description
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SD-14900

While sending mail with attachment in .msg format to SDP, the Description disappears (Exchange server).

view description
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SD-14898

Even though the default resolution values is removed from the Request Template, on creating a new request using the template, the History tab in request details page displays "Resolution added by < tech name who create the request>" but no resolution is present in Resolution tab.

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SD-14969

Additional fields configured for a requester is shown in request even after the requester is changed as a technician.

view description
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SD-14971

"SLA Escalation" and "Notification for unpicked requests under Group" will be sent irrespective of the operational hours and holidays.

view description
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SD-14992

Issue in listing pick list items while creating and editing 'custom filter' with pick list additional field criteria.

view description
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SD-15060

Issue in displaying values in Multi-line field.

view description
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SD-15130

Issue in merging the reply to the respected request if the auto-assigned group is changed.

view description
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SD-15236

Adding notes from the request list view page marks the Public notes as Private in the request detail page.

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SD-15260

Issue in receiving mail from outlook to SDP with another mail as attachment.

view description
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SD-15282

Selected/Auto filled site option in 'Quick Create New Request' does not get populated on clicking 'Add more details'.

view description
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SD-15290

Global request search on entering the numeric additional field value cannot be performed.

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SD-15301

Unable to perform inline edit for requests with UDF fields greater UDF_CHAR12, UDF_NUM 4 and UDF_Date4.

view description & workaround
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SD-15312

Inaccurate calculation of due by time of a request, when the date on which the request was put "On Hold" is more than the date of opening the request.

view description
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SD-15533

In submit for approval notification, clicking on the link "Requested By" field does not show the requester details.

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SD-21508

In IE browser: The new line character is doubled in saved draft if the "notification format" is in plain text.

view description
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SD-21619

Unable to enter the values in the description field on clicking browser back button or right click -> back from the new request page.

view description
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SD-22241

Unable to search for Merged Child requests through the Search box.

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SD-24213

Due by date is altered if the request is closed automatically.

view description
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SD-24266

If OpManager sends an alert to ServiceDesk Plus based on the associated ticket log profile with non English values. The values for category, priority and technician is not assigned to the ticket raised in ServiceDesk Plus.

view description
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SD-24271

Unable to assign technician to a request via "Assign" option under request details page in the request form without the Group field.

view description & workaround
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SD-15532

While copying a solution with attachment to a request, the attachment is neither displayed in request details page nor sent in notification.

view description
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SD-23373

Search do not work for words with apostrophe (') while searching for solutions.

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SD-13964

Disposed assets still shown in Attach components list.

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SD-14060

Location information is lost when the asset is associated to a user not belonging to any site.

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SD-14150

Unable to edit Acquisition date in Software License

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SD-14121

Unable to perform Remote Desktop Scanning for vista workstation.

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SD-14293

Error while adding software license for a software when the Software Name is same as the existing product name.

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SD-14406

Scan workstation with ae_scan.vbs provides blank software information (If SDP server is running in Linux Machine).

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SD-14858

While trying to email users from software details page, the Email Id of users associated to minor software versions are not present in the "Email Users" window.

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SD-14886

Forefront Client Security software is identified as hotfix instead of software.

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SD-14888

Number format exception while scanning MAC machnines.

view description
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SD-14868

Issue in Asset Dynamic Group - While adding dynamic group criteria, "is not" condition is replaced to "is" condition on saving and the "is not" condition does not work when more than one group criteria is present.

view description
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SD-14975

Switches with 'ipforwarding' parameter as '1' is detected as router, and is displayed in router list view page.

view description
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SD-15007

Error while running Windows Scan Script in HTTPS mode.

view description
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SD-15132

For Schedule AD Import, the imported time is not updated in Assets --> Auto Assign page.

view description
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SD-15263

Issue in scanning workstations with Adobe software installed.

view description
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SD-20892

ServiceDesk Plus detects multiple instances on Microsoft SQL Server i.e., all versions-including 'console' which is a free product, on workstations where it is not installed.

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SD-21418

Blank asset component list page, when there are more than 500 products under a single product type.

view description
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SD-21597

The new dual core processors in Dell laptops are recognized as Pentium III XEON

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SD-21602

Unable to import Asset Additional field values for a workstation from CSV file.

view workstation
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SD-21706

Issue in scanning the 64 bit supported software.

view description
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SD-21820

While trying to re-scan a workstation on deleting, a failure message occurs as, 'FAILURE: Application exception while adding workstation. : The workstation is already discovered. Please report the problem to the system administrator, with the Error Code - 1,250,085,635,279'.
But the workstation is scanned successfully.

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SD-21899

Improper display of Compliance Type when the software is neither installed nor purchased.

view description
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SD-22399

Issue on performing Global Search for workstation/assets.

view description
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SD-23236

While Importing workstations through CSV, the Service Tag is not checked as workstations with two similar service tag is imported.

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SD-24111

Issue in CSV Import of Assets with Brazilian characters. Junk values are created for characters like testáççãá, after a CSV import.

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SD-24392

The multi-line License UDF fields does not appear in Add/Edit Software License page.

view description
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AE-3788

Issue in importing the xml of a workstation, if the workstation has many IP address configured.

view description
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SD-14683

Contract list view does not show more than 15 characters. Absence of tool tip on the subject.

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SD-22385

Item information is lost on updating the vendor field. This occurs if a product has more than one vendor.

view description
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SD-24351

On sending an Email to the vendor from ServiceDesk Plus, the Email ID of the Purchase Order owner does not appear, instead the configured outgoing Email ID is set as the From address.

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SD-13807

Issue in the format of resolution field when resolution column is added in Custom Reports.

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SD-13817

In query report table schema diagram, the additional fields table details for Contract and Purchase modules are not listed.

view description
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SD-13892

Issue in date filter setting while generating report for a single day.

view description
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SD-13965

Time spent and Time Elapsed values are interchanged in Time Spent report.

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SD-13982

Need to include Site column under Time Spent reports.

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SD-14091

Deleted request additional field are still displayed in the columns to choose in Request Custom Reports.

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SD-14093

Group by Site option is unavailable for Custom reports and Time Spent reports. This is useful in site based implementation.

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SD-14120

Custom reports settings page become resized in IE.

view description
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SD-14162

While creating flash reports with 'Completed Time' as the filter value, the open requests merged with closed status request is displayed in the report.

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SD-14431, SD- 14476

Problem while editing a report for the first time when the report is generated with some request additional fields.

view description
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SD-14432

Under Reports -> New Custom Reports -> Time Spent module, Description option is repeated twice in Available column.

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SD-14433

All schedule reports cannot be viewed by the Administrator even though the report is public.

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SD-14761

While creating custom reports with date and time spent columns, the chart type 'Time Series', 'Line chart' and 'Area chart' are missing in the list.

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SD-14825

Issue in creating report with values in both Date Filter and Advance Filtering field.

view description
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SD-15012

Unable to generate a report on time spent by technician due to exception pop ups.

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SD-15213

Unable to run saved query Report on upgrade from 7022 to 7500.

view description & workaround
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SD-15261, SD-15259

"01-01-1970" is shown in Report column header for Undefined Date value.

view description
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SD-15237

Report graph view does not update on editing and re-running the report.

view description
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SD-20706

In Query report, the sub-headings provided by the "Group By" functionality does not work.

view description
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SD-21278

On scanning, the Printer Serial Numbers which are fetched into the application under Printers does not appear on any reports.

view description
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SD-21785

Overlapped count values in the graph on running Stacked Bar chart 2D/3D. This occurs if there are many requests and each request is assigned to a different technician.

view description
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SD-22234

The date format configured in custom settings does not get reflected in matrix report. But the date format in the title of the matrix report matches with that of the custom settings.

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SD-14798,SD-22315

While scheduling a weekly report, if the schedule time is less than the complete time then the Next schedule is shown as completed.

view description
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SD-24261

On running an advanced Matrix report with the data format as "month", the months are displayed in alphabetic order.

view description
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SD-14748

Category - Subcategory - Item/Days - Hours - Minutes hierarchy is checked while copying, but not while editing the default settings.

view description
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SD-14747

Request - Site - Technician association is not altered even though the technician (with site restricted role) is re-associated to another site.

view description
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SD-14168

Default values modified in Admin --> Request Additional fields does not get reflected in the Request Template.

view description
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SD-14422

Modifying the UDF fields, moves the fields from canvas to the drag/drop list of request template.

view description
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SD-14426

Unable to set default images in Request Template description.

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SD-14373

In the new request form, the group which is set as default gets unselected when the cursor focus moves away from the requester field.

view description
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SD-21352

In FireFox: Unable to delete a task from a request template.

view description
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SD-22254

In IE 6; Issue in displaying the default value for Group and Technician field in request template if they are placed above the Site field

view description
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SD-14172

Issue in constructing Business Rule criteria with 'is' 'is not' condition.

view description
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SD-14173

Without selecting the update/cancel button in edit business rule page, clicking on add new Business rule link opens the Edit page of previously viewed business rule. This issue exists in few other Admin configuration entries.

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SD-14182

Script error and blank rule is displayed while defining Business Rules for request additional field label's containing single quote.

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SD-14425

Issue applying To/CC in Business Rule.

view description
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SD-14691

In MSSQL database; on adding a business rule with criteria as 'requester name' and selecting more than 500 requesters, an error is thrown and the business rule does not get added.

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SD-20200

Issue in displaying the condition of a Business Rule on editing, if the criteria value having the special character ' * '.

view description
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SD-21401

Issue with Business Rule when two categories share a sub category of the same name.

view description
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SD-13958

Notification for "Send Self Service login details" is sent even after enabling Junk Notification Filter for the specified email ID.

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SD-14525

In Junk Notification Filter, 'OR' condition changes to 'AND' on saving.

view description
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SD-15018

Unable to send Audit changes notification to technician.

view description
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SD-21786

Exception on updating and saving a task from the task email notification link.

view description
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SD-21855

$Description variable does not get filled while submitting a change for Recommendation to CAB.

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SD-22223

In IE browser, line feed in notification template causes double spacing.

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SD-24281, SD-24265

Notifications to technicians are not sent when intelligent notifications are turned off.

view description
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SD-15475

Enable a monthly scan every month for a specific day, say Wednesday. On saving the schedule scan the default day, 'Sunday' is populated in day field.

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SD-24256

On scheduling a weekly scan and save, the check box beside week gets disabled in succession.

view description
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SD-14108

Associated workstations do not get displayed in " Associated Workstations" list box (Admin -> Requester -> Associate Workstations).

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SD-14853

Workstations associated to requesters are not retained.

view description
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SD-21151

Requesters associated to "Not in any Site" and with permission to view "All their site request" are unable to view request details page of the requests in their site.

view description
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SD-14036

In Japanese language - Group names listed repeatedly under Actions on failure block in Robo Technician.

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SD-14749

API - Site Group Technician mapping is not checked while updating a request.

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SD-14750

API - Able to add resolution to a request in Requester login.

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SD-14751

API - Unable to set groups in Requester login.

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SD-14752

API - Request details displays due by time and UDF date field empty values as 01 Jan 1970, 05:29:59.

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SD-21355

When a Request is added through API , and the specified Request Template has Tasks configured, then the tasks associated to the template does not get added to the request.

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SD-21830

Reset password does not get displayed to the requester while creating a request using 'ROBO - PASSWORD_RESET' template through API Add Request Form.

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SD-14878

In Spam Filter criteria, AND operation within rule does not work.

view description
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SD-14879

In Spam filter, two criteria with the same rule containing different conditions cannot be added. The later added condition overwrites the former added criteria condition.

view description
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SD-21056

On saving a Spam filter, 'OR' condition changes to 'AND'

view description
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SD-22521

Need to restart the application if the Outgoing Email Type is changed from SMTPS to SMTP.

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SD-22522

On configuring secured POP/IMAP i.e., POP3s/IMAPS in Incoming and upon changing it to POP/IMAP, an error is thrown as the value is set in the session.

view workaround
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SD-24259

Technician with restricted permission to edit/delete other notes are unable to edit/delete his notes when the technician's name and the login name are different.

view description
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SD-21975

While editing Task Schedule in Preventive Maintenance Task, the date and month is displayed inaccurately on selecting the calender icon. But the date and month displayed in the field is accurate.

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SD-13805, SD-14118

Users with password in non-English are unable to login through AD authentication.

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SD-14107

Splash screen does not close for trusted certificate.

view description
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SD-14434

Unable to retain the date format under Personalize in any of the notifications being sent from servicedesk.

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SD-15059

In requester login, the Change Password option in Personalize link is available when the requester is logged into the application using single-sign on.

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SD-21058

In 'My Details' tab of the requester login, the department of the requester is not shown and the Date/Time requester additional field is shown in long, if "Not allowed to Edit their profile" option is enabled in requester details section of Self Service Portal settings.

view description
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SD-21466

Line breaks in request/solution description is not shown on viewing the description. This happens only in IE browser.

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SD-21918

In IE browser: If the hostname has an '_' (underscore), clicking on any tab say, requests, solutions or assets, returns to the login page.

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SD-21930

If no site is configured in ServiceDesk Plus, in create/edit of request/problem/change page, the requester details such as phone number does not get auto filled on selecting the requester name from the ajax list.

view description & workaround
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SD-21609, SD-21987, SD-22368

In MSSQL; unable to add Spam filter, Junk filter and Custom filter if the criteria is too long.

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SD-22046

Japanese File name gets garbled after opening file from IE browser

view description
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SD-22082

Issue in fetching certain Japanese attachment from Mail Server: Exchange 2003+Mailer : Outlook 2003 + Protocol (Email Type) : IMAP

view description
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