What's new in ServiceDesk Plus Home » Helpdesk Software Features

ServiceDesk Plus - MSP 9009 (Released on: 18 August, 2016)


  • MSPSDP-9441 : Ability to create changes through API.

Issues Fixed

  • MSPSDP-9396 : In Technician currently working on, "Add to Worklog" link is not working.
  • MSPSDP-9430 : Exception thrown when an option "Disable survey when technicians are the requesters" is enabled.
  • MSPSDP-9473 : Incomplete backup if any of the tables primary key is greater than 2^31-1.
  • MSPSDP-9652 : Request's Sub Category & Item details are not populated in Analytics Plus(ZOHO reports).
  • SPSDP-9684 : Technician field becomes unassigned for "Non-Pending Tickets" when the technician assigned is removed.
  • MSPSDP-9747 : Unable to apply or cancel leave.

ServiceDesk Plus - MSP 9008 (Released on: 21 July, 2016)

Issues Fixed

  • MSPSDP-9131 : Security related fixes.
  • MSPSDP-9252 : If we have Incoming Mail server address in cc and technician sends an email , then the tickets are created under "Not associated to any account".
  • MSPSDP-9491 : Tickets created with "Html only" mode are shown as html code in UI.
  • MSPSDP-9506 : Request bulk edit page loads indefinitely in certain cases.
  • MSPSDP-9518 : Query report is not working when the query string contains "HOUR" in MSSQL instance.

ServiceDesk Plus - MSP 9007 (Released on: 30 June, 2016)


  • MSPSDP-2622 : Ability to Assign Request template using Business Rules.

Issues Fixed

  • MSPSDP-9395 : Unable to save incident template in certain cases.
  • MSPSDP-9397 : Scheduled AD Sync is considering only ten Domains during import.
  • MSPSDP-9400 : Auto assign list is not working when the user list and workstation list is considerably large.
  • MSPSDP-9407 : Unable to access the file attachments from Problems in certain cases.
  • MSPSDP-9448 : Unable to assign group and technician from Task page while editing a service template.

ServiceDesk Plus - MSP 9006 (Released on: 1 June, 2016)


  • MSPSDP-9154 : Account Based - Advanced search in requests.
  • MSPSDP-9157 : Ability to exclude certain email address from receiving Survey.
  • MSPSDP-9171 : Option to Start/Stop Work Log Timer for Requests by technicians.

Issues Fixed

  • MSPSDP-2547 : Domainname is not populated for requesters.
  • MSPSDP-9207 : Mail Spam filter rule gets wrongly updated as "\\", if we provide single slash in the rule.
  • MSPSDP-9208 : Space and line formatting are lost while a plain text mail is being processed by the application.
  • MSPSDP-9232 : Unable to import AD users data in certain cases.
  • MSPSDP-9253 : When number of users under MSP account are high, we couldn't reply to any of the requests.
  • MSPSDP-9279 : AD import OU tree lists only a single OU/Container.
  • MSPSDP-9284 : API: Retreiving request list takes long time to provide the required output.
  • MSPSDP-9381 : Scheduled backup is not working in certain cases.
  • MSPSDP-9385 : Problem while listing windows domains in certain cases.

ServiceDesk Plus - MSP 9005 (Released on: 4 May, 2016)


  • MSPSDP-9231 : Enhancements in the 'Advanced Analytics' module. It will now include a new option to setup On-Premise integration using ManageEngine Analytics Plus. ManageEngine Analytics Plus is a self-service Business Intelligence and advanced analytics software.

Issues Fixed

  • MSPSDP-9173 : When we merge two tickets and a reply is sent to the merged request with the request ID of the child request in the subject, the reply gets created as a new ticket instead of getting merged as a conversation.
  • MSPSDP-9180 : Unable to pick a ticket in MSSQL 2000 or older versions.
  • MSPSDP-9189 : Contract expiry notification is sent everyday.
  • MSPSDP-9205 : Schedule tasks are not working in certain cases.
  • MSPSDP-9240 : In Change - Schedule calendar, day and month are shown as i18n keys instead of the proper strings.
  • MSPSDP-9241 : Chinese characters are shows as question marks in Telephony pop-up.

ServiceDesk Plus - MSP 9004 (Released on: 8 Apr, 2016)


  • MSPSDP-6920 : Account based enabling/disabling of technician auto-assign.
  • MSPSDP-9107 : Stage-wise change closure rules.
  • MSPSDP-9112 : Option to show on hold scheduler while changing the status when replying to a ticket.

Issues Fixed

  • MSPSDP-9094 : "Subject contains" criteria in business rules is not working when criteria value contains special character "\".
  • MSPSDP-9144 : Add task gets added under home page instead of under particular module, while adding via API.
  • MSPSDP-9145 : Reply template is missing when clicking Resend button.
  • MSPSDP-9146 : Some domains are not listed in Forgot Password page.
  • MSPSDP-9150 : Tags are not included in the Plain Text Formatting.
  • MSPSDP-9152 : Forgot Password feature not working in Linux OS.
  • MSPSDP-9172 : MSP Requester page crashes in certain cases.

ServiceDesk Plus - MSP 9003 (Released on: 24 Mar, 2016)


  • MSPSDP-4680 : Customers can reset their password by clicking on the 'Forgot password' option included in the login page.
  • MSPSDP-8867 : Option to enable Worklog or Notes addition as First Response by default, is provided in Self Service Portal Page.
  • MSPSDP-9103 : Change module Add-on for Standard edition.

Issues Fixed

  • MSPSDP-9117 : Closure Codes are not populated when closing the request.
  • MSPSDP-9143 : Notes addition is not wrapped in Request Details page.
  • MSPSDP-9123 : Usage statistics is missed in Self Service Portal Settings.
  • MSPSDP-9125 : When notification is sent for change or problem,including E-mail signature causes exception to be thrown.

ServiceDesk Plus - MSP 9002 (Released on: 11 Mar, 2016)

Issues Fixed

  • MSPSDP-9030 : Full Backup fails because of presence of 0kb files in file attachments.
  • MSPSDP-9056 : Templates associated to all accounts are not shown in catalog drop down for requester. However it is available in new incident page.
  • MSPSDP-9088 : When E-mail Command is enabled, notification's From address is showing wrong details in certain cases.
  • MSPSDP-9089 : Domain name is not populated in "Log on To" box in login page in certain cases.
  • MSPSDP-9090 : Worklog UI is distored when two multiline worklog additional fields are defined.
  • MSPSDP-9095 : Notifications are not cleared from unread notifications even if it is marked as read.
  • MSPSDP-9096 : Error while adding additional cost through API.
  • MSPSDP-9099 : Unable to edit the reports.
  • MSPSDP-9101 : License page shows wrong details for Project Management and CTI's license information.
  • MSPSDP-9102 : Unreplied count is shown wrongly when a conversation is added and it reopens the request from resolved state.
  • MSPSDP-9108 : When multiple reports are scheduled at same time then reports received through email are showing incorrect values.
  • MSPSDP-9113 : DashBoard page shows Install Missing Plugin even though the flash is up to date.

ServiceDesk Plus - MSP 9001 (Released on: 25 Feb, 2016)

Issues Fixed

  • MSPSDP-9091 : Solutions are not visible after 9000 upgrade.
  • MSPSDP-9092 : VIP users custom images are removed during 9000 upgrade.

ServiceDesk Plus - MSP 9000 (Released on: 15 Feb, 2016)



  • MSPSDP-4105: New Option given to add tasks using Task template, inside Request template(both incident and service request).
  • MSPSDP-8228: Group Notification - Notify the selected Technician in the group for the following operations of the Request.
    • PickUp
    • Assign
    • Merge
    • Link/DeLink
    • Problem Associate/Dissociate
    • Change Associate/Dissociate
    • Add/Delete Attachment
  • MSPSDP-8230: Option to "close/resolve" parent request under "Admin > Helpdesk > Request Closing Rules", when all the associated tasks are closed.
  • MSPSDP-8231: Introduced a new option to disable the new requests from being created through email but existing ticket notifications will be appended properly.
  • MSPSDP-8232: Update request status while replying to a request.
  • MSPSDP-8233: An option to link requests with comments.
  • MSPSDP-8234: The size of the Reply/Forward pop up windows of the request are enlarged.
  • MSPSDP-8236: Action based SLA escalations can be configured for each SLA. SLA can be configured to change the priority, group, level and technician automatically,whenever escalation happens.
  • MSPSDP-8238: Advanced Search filter for Request list view. Option to search the request based on multiple filter criteria which involves AND , OR combination on different fields.
  • MSPSDP-8360: Featuring Request Trash to recover deleted requests.
  • MSPSDP-8361: On Splitting a conversation as a new request, Site, Group and Technician of Parent request will be set to the New Request created. NOTE : This is a behavior change, earlier the Site of the Parent ticket alone will be set in the "New Request" created as a result of the split operation.
  • MSPSDP-8364: The Request Action Menu is introduced to perform external actions, like JIRA integration and custom script execution, based on custom configurations. Note: For users having ServicedeskPlusMSP with JIRA (provided by us) implementation, the integration will not work post migration. Kindly contact ManageEngine Support for further assistance.
  • MSPSDP-8371: Request Extended History-Option to display the time spent details by Group, Technician and Status for the request.


  • MSPSDP-8596: Notes can only be edited and deleted by the one who created it.


  • MSPSDP-8248: Problem & Change : Worklog field introduced for Problem and Change closure rules.
  • MSPSDP-8343: An option to Copy Change Request.
  • MSPSDP-8392: Providing Group attribute in Change Module.
  • MSPSDP-9036: New Change Management with Workflow, Stage and Status, Notifications, Change Roles, Change Template etc.
    • Change Template: Option to create multiple Change Templates and specify a workflow for each template.
    • Change Workflow: To represent the business change process as a workflow. Support for creating a normal template and an emergency template with each having its own workflow.
    • Stage and Status: Six stages of Change path. Submission, Planning, Approval, Implementation, Review and Close. Each stage has their own status list.
    • Change Roles: Defining various change roles being played in the organization e.g Change Implementer, Analyzer, CAB Member, Line Manager, etc... Each role defined with scope on accessing various stages.
    • Notifications: Notifications based on status - Option to configure the roles to whom the notification should be sent when a change comes to a specific status.
    • Others: Support for specifying the closure code, down times, impacted user and assets, reason for change and the risk involved in the change.


  • MSPSDP-8346: The following enhancements have been done in Solution Module.
    • Solution Topics will be displayed separately in Tree Structure format in the left panel of Solutions list view page.
    • Topics can be managed by clicking on the Settings icon available in the "Topics" panel.
    • Navigation buttons have been included to help users easily move from details page of one Solution to another.
    • Users can now add/delete solution's attachments right from Solution details page.
  • MSPSDP-8390: An option to import Solution from XLS.
  • MSPSDP-8391: Solutions can be searched with particular field names and values under the Solutions tab (for both Requesters and Technicians). Searching with the format Fieldname:SearchString will retrieve all solutions matching the condition provided. The fields that can be searched for are Solutionid/Id, Topic, Subject/Title, Description, Keywords and Statusname/Status (Field names are case insensitive).


  • MSPSDP-7110: Technician and Requester can have option to associate the request to the project to which they are associated to. Based on Self Service Portal Settings,Project association to Requesters can be enabled or disabled. By default this option will be disabled.
  • MSPSDP-8249: Info related to Project Member Addition/Update/Deletion now gets listed in the project's history.
  • MSPSDP-8252: Logged-in project members and Project owner cannot reassign themselves to lower ranked project roles.
  • MSPSDP-8253: Project members cannot delete themselves from the project.
  • MSPSDP-8254: Attachment related activities - add/delete attachment - now get listed in the project's history.
  • MSPSDP-8255: Details page next-previous navigation is introduced in Project and Milestone.
  • MSPSDP-8262: Only View control for All Projects, is now possible in Project roles.
  • MSPSDP-8270: Project-Change association and dissociation details too get listed in the project's history.
  • MSPSDP-8271: Group/Technician Marking option of Task is now available in Project Gantt view.


  • MSPSDP-3140: Support for scanning HP-UX OS machines.
  • MSPSDP-8397: New view for VM hosts and VMs in left panel under Assets tab.
  • MSPSDP-8401: Support for scanning Cisco IP Phones.
  • MSPSDP-8545: Support for upgrade and downgrade license.
  • MSPSDP-8546: "Asset State" and "Expiry Date" filters added in Summary report section.
  • MSPSDP-8547: Support to export the software and licenses list view data as PDF/XLS/HTML/CSV.
  • MSPSDP-8549 : New enhanced UI is introduced in software details and list view page.
  • MSPSDP-8550: Option to configure IP/name of devices which have to be excluded from scan. These devices can be configured under Admin tab --> General settings.
  • MSPSDP-8552: Ability to purchase upgrade licenses from Purchase Order.
  • MSPSDP-8616: Support for scanning Hyper-V machines.
  • MSPSDP-8658: Support for site based software compliance.


  • MSPSDP-8314: New field 'Reporting To' is included for Requesters and Technicians, using which the 'Manager' of these users can be marked manually. ReportingTo/Manager field can also be imported using CSV/ActiveDirectory import of users.
  • MSPSDP-8318: SLA can be configured with Support Group based criteria.
  • MSPSDP-8319: Business Rules can be executed based on Operational hours.
  • MSPSDP-8320: Business Rules List View Enhancement - Criteria and Actions for Rules is shown in List View
  • MSPSDP-8325: Any resources of an request can now be set in the request notifications template. Earlier, only the workstation name can be set in the templates. For this, now the variable $WorkstationName is replaced with the $ResourceName in the request notification templates.
  • MSPSDP-8533: Scheduled user import from LDAP can be configured.This can be configured from the Admin -> Active Directory -> Schedule AD/LDAP import. NOTE : User import schedule will work based on Global config entry, with category='Scheduled_User_Import' and parameter='EnabledFor' and allowed paramvalues are BOTH (default), AD and LDAP. If it is BOTH, AD as well as LDAP schedule import will be done. If it is AD, ActiveDirectory schedule alone will be done. Or if it is LDAP, LDAP schedule alone will be done.


  • MSPSDP-8302: New filter added to show All Pending Tasks, under Home page task list view.
  • MSPSDP-8304: New 'Self Service Portal" option to assign any completed status (like resolved, completed etc.,) as status representing task completion, instead of using the default closed status.An option introduced under Task closing rules - Any completed status of task will be considered as task completed status.
  • MSPSDP-8305: Task group members based notifications are moved as separate section under Task notifications as "Task Group Notifications".
  • MSPSDP-8307: Global configuration available to enable/disable of task group members notification once the task is assigned to a group.
  • MSPSDP-8308: Task escalation notification can be configured under "Admin > Notification Rules > Tasks" and sent to entity owner, task owner / group, when a task is overdue.Task overdue will be marked, if a task is not completed within schedule. Task's % of Completion will be set as 100, when a task is moved to any completed status.
  • MSPSDP-8311: Calculation of Task Scheduled End time based on Start time and Estimated Effort. Calculation of End time will consider site's operational hours and SLA(if request's task).Cannot complete child task before parent task is completed. Cannot mark dependency between Closed child and UnClosed parent task. Scheduled Start time will be set for child task when all the parent tasks are closed. Scheduled Start time will be set for Request's non dependent tasks while creating request from request template based on Self Service Portal Setting under Request Feature list.
  • MSPSDP-8292: Bulk closure of Tasks now possible from Tasks List View page.
  • MSPSDP-8295: Option to add Attachment for Tasks is now available.
  • MSPSDP-8297: Task Closing Rules is introduced(under Admin > Helpdesk Customizer), to make task fields as mandatory before Task completion.

My Home:

  • MSPSDP-8365: Reminder email will include link to the corresponding entity (Request, Problem, Change).


  • MSPSDP-8368: Allowing technicians to create his own API key in personalize option.
  • MSPSDP-8372: The time period of SLA Escalation Schedule is changed to 5 Minutes.
  • MSPSDP-8375: New button 'TODAY' in calendar to set current date.
  • MSPSDP-8378: New Date format is added in Personalize menu( MM DD, YYYY ).
  • MSPSDP-8384: The backup process will include the keystore file if exists.
  • MSPSDP-8385: Reports: Jasper Report Upgrade.JasperReports jars have been upgraded from version 2.0.5 to 5.5.1.
  • MSPSDP-8387: Report an issue : Under support tab administrators can report an issue to the support team and the same will collect the ServiceDeskPlus MSP logs and installation details for analysis. User will have the option to view / restrict the details generated before submitting to the support team.
  • MSPSDP-8389: Marked task owner of the dependent task will be assigned once it's parent tasks are closed. Inline edit of task attributes under task list view provided. Dependent tasks will have a dependency icon before title under task list view. On-hovering the same the parent tasks will be highlighted under that list.
  • MSPSDP-8720: Enabling high speed Lucene search for request and solution module.


  • MSPSDP-8535: Multi-currency support in purchase order for procuring assets/services from different vendors who deal with different currencies.

Service Catalog:

  • MSPSDP-4836: Business Rules for Service Request.
  • MSPSDP-8277: Ability to create new service request from an incident request.
  • MSPSDP-8283: Service Category of Service Catalog can be changed while copying a Service Template.
  • MSPSDP-8284: Reordering the resources inside the service catalog is introduced.
  • MSPSDP-8603: Service approver list - Approvers will be listed with their email id's and $Reporting to$ option also included in the service approver list.
  • MSPSDP-8888: Under Requester login, all the first level approvers configured in the service template in "Select Approver" field will be shown by default.


  • SDPMSP:8870: SDPMSP - Zoho Reports Integration: Zoho Reports is an online reporting and business intelligence service that helps you easily analyze your business data, create insightful reports and dashboards for informed decision making. Its part of the Zoho online business suite with over 5 Million users and growing. Zoho Reports - SDPMSP Integration enables you to easily analyze your data from ServiceDeskPlus MSP.
  • MSPSDP-9029: In ServiceDeskPlusMSP-DesktopCentrol integrated mode, option to invoke the remote desktop using DC's agent instead of SDP MSP's agent. By default, in integrated setups, DC agent will be used. [ Needs DC build 80260 and above ].


  • MSPSDP-8416: REST API support for Service Request. Below are the additional operations provided for Service Request.
    • Add/Update Resource Section
    • Add/Update Common Additional Fields and Service Category Additional Fields
    • Add/Update Editor Field
    • Add the Select Approvers Field

Issues Fixed

  • MSPSDP-8990: Shared domains not listed in login page in account specific url.
  • MSPSDP-8654: Notification not sent when we are notifying vendor of PO.