Enhancements on Mail Fetching option, a mechanism to fetch outstanding mails in mail box at
that instance of mail fetching, instead of fetching 20 mails per minute. Once all the mails at that
instance get fetched, next schedule will be enabled.
Additional Fields can be configured as 'common' for both incident and service requests
Addition of Product Overview Portal that provides an overview of various modules and their key
features in one place through videos
Enhancement in 'Admin' user interface for easy access to various configurations along with
Option to configure change roles in change template.
Enhancement in Request List View where the "due by" time and "due in" time can be viewed by
enabling the SLA Column. Option to view the template type (service/incident) under "Template
Ability to add Requesters and Technicians with the fields, First name, Middle name and Last
name. It is also possible to customize notification e-mails using these fields.
Option to customize the home page of self service portal has been added under "Admin -> Self
Service Portal Settings". This includes re-arranging, restoring, adding, deleting, re-sizing and
hiding the widgets
Any e-mail reply from a Technician with the option 'Notify Requester when the request is
appended with technician's reply' enabled, will be forwarded to the relevant Requester.
Earlier Category / Sub category / Item entry needs to be added one by one. Hence it could take
more time to construct the needed category - sub category - item tree structure. Now with 'Add
Quick CSI' available under Admin>> HelpDesk Customizer>> Category section, the relevant tree
structure can be constructed quickly.
LDAPS support added under user import.
Option to restrict sending survey to select users/domain. It is available under "Admin>>User
Option to enable/disable 'Email Debug' mode from Mail Server Settings page.
Option to enable/disable 'Domain Filtering during Login' option in Self-Service Portal Settings.
Rest API support for requesters.
iOS/Android apps are supported for the Requester login. For iOS it is supported from version 3.0
and from version 1.4 in Android
Notifications on asset warranty expiry and asset expiry to technicians can be configured under
Admin tab --> Notification rules.
Asset Cost Enhancements: key cost values like operational cost, total cost of ownership, current
book value are made available in asset's list view and reports.
Tracking manual changes in CI History.
Ability to search user / department / site in assign owner section of assets
Ability to import CI relationships from XLS file
Barcode Generation for assets. This initial version contains an option to add assets (bulk) by
scanning the vendor barcodes, ability to generate and print new barcode labels, associate
barcode with the existing assets. This feature is available under Assets -> Barcode section.
In homepage, CAB Change Approvals will be shown again, if recommendation is sent again.
Auto populating change requester field while creating a Change Request from Incident Request.
Request mail for CAB recommendations is now added to 'Change History'.
Closure Rules of the Change Request is now mandated stage wise i.e while completing each
Option to mark the field 'Status Comments' as mandatory or not, by configuring the same in a
given Change Template.
Display the status notifications details when Stage/Status is changed.
Service Level Agreements' configuration feature, is provided for 'Change' module.
Announcement integration between ServiceDesk Plus and DesktopCentral. Option to notify active
announcements added / updated in ServiceDesk Plus to user through DesktopCentral agent.
Notify option under comments section of Tasks.
Rich text area has been upgraded with additional features for all modules.
Fail over service introduced. Option to configure a secondary ServiceDesk installation to provide
uninterrupted service in case of Network/Hardware/Software/Power failures in the primary
Task Filter' has been added for tasks under Request, Problem, Change, Project and Milestones.
Tomcat Version Upgraded from 5 to 7.
Jre Version Upgraded from 1.6 to 1.7.
Support for 'Romanian' language
Export as PDF option introduced for Project Gantt view, Project overview map and Task
Option to import Microsoft Projects
Option to view task dependencies for tasks and percentage of completion in Project Gantt view.
Ability to create Custom filter for Projects list view.
Support for canceling purchase orders.
Option to customize the E-mail generated when a Purchase Order is created or submitted for
Zoho Reports Integration Enhancements:
Zoho Reports Integration is now named as 'Advanced Analytics' in SDP.
Sub Category field will also be populated into Zoho Reports.
Added '12 Hours' and '24 Hours' options in "Periodic Data Synchronization". Default value is changed from 10 hours to 12 hours.
Displaying the number of times 'Instant Sync' is invoked.
Pushing the SDP-Zoho Reports integration error into reports.zoho.com's (Integration Error DB).
Enhancements in the 'Advanced Analytics' module. It will now include a new option to setup OnPremise
integration using ManageEngine Reports. ManageEngine Reports is a business
intelligence and reporting software from ManageEngine.
Reports : While analyzing customer environments we found that running more reports in parallel
and generating reports which returns huge data (say report over a long date range) causes
stability issue for the application. To ensure stability of application, we are setting up threshold on
number of parallel reports and max number of rows per report.
Feature to mark dependencies among requests from request details page.Dependency of each
request over the other can be marked / viewed through dependency graph. Last request in the
dependency can be completed only if all the parent request in the dependency gets completed.
Custom Triggers is introduced to perform external actions, like JIRA integration and custom script
execution, based on custom configurations. Example: Creating a JIRA Ticket, when a request is
Incident additional fields limit has been increased from 48 fields to 90 fields.
Conversation(s) Yet To Respond Count will be shown to technicians in Request List View
Field & Form Rules are introduced to manipulate Request forms elements (upon creation and
update of Requests). With Field & Form Rules, you can customize Incident and Service templates
to execute actions such as :
Disabling / Enabling fields
Mandating / Non-Mandating fields
Show / Hide fields
Earlier we supported executing custom scripts (like vbscript, python) from Request custom menu
which can be used to integrate SDP with external applications. Now we have supported to pop up
custom HTML file from Request Custom Menu and upon submission of Html form, custom scripts
can be executed. Request details will be passed to the html file. This allows Requests to be
integrated with external applications in User Interface mode.
Search option in Request list view filters.
In Request, the content in main description, conversation and notification will be shown,even if
the content is more than 64K.
Enhancements on Field & Form Rules feature.
Support for date type fields are added.
Support for Service Catalog Resources are added.
Template tasks can be set or unset using Custom Scripts,based on criteria.
Script Editor is enhanced to support auto-completion and display errors and warnings. Use CTRL+SPACE key
Requesters will be notified when 'ticket owners' reply by email.
Option to associate multiple assets to a request.
keyboard shortcuts for various operations under request module Note : The keyboard shortcuts are applicable only for technicians and can be viewed under 'Help'
Worklog Type can be configured for Request worklogs.
Option to mark First Call Resolution (FCR) on Requests
Timer that tracks the Technician's work log has been added under 'Requests' module.
Worklog additional fields are newly added.
Floating menu bar: the entire 'Actions' menu bar floats as you scroll down the page. This allows
you to perform any action without having to scroll up each time.
Previously when time entry is added in worklog, operational hours will not be considered to
calculate the time, now there is option to mark whether work log time need to consider
operational hours or absolute hours.
Enhancements in Field & Form rules section inside Request templates :
Alert message before closing Script Editor if script is not saved
Proper handling of on field change event for text fields like Subject, impact details
Triggering of event when setting value of a field through $CS APIs. This enhancements are
required for the case so that value of Subcategory will be changed based on setting the value of
Category through APIs.
Resource fields will also be copied when copying rules from one template to another if same
resource exists in new template. This is required when making copies of a service template.
Earlier when a field is hidden through rules, blank space will be present (for that field) though the
field is hidden. Now blank space will also be removed when any field is hidden through rules.
Option to assign a request to a Group / Technician from request list view.
Host Name/IP Address of the client from where the Request is created, gets added in the
Request history when the request is created via web form, mobile, and API.
"Approvers" column in Solution List View which would show the most recent set of approvers for
a pending solution.
Status for solutions imported from XLS cannot be Approved/Rejected, if the logged in user does
not have the permission to approve solutions.
Search for solutions, if the user enters space after the word to be searched.