ServiceDesk Plus MSP ReadMe

 

What's new in 14000?

(Released on: 23 January 2023)

Framework Upgrade :

Behavior Changes :

Enhancements :

Issues Fixed :

What's new in 13004?

(Released on: 05 January 2023)

Vulnerabilities Fixed :

What's new in 13003?

(Released on: 30 December 2022)

Issues Fixed :

What's new in 13002?

(Released on: 14 December 2022)

Vulnerability :

Issues Fixed :

What's new in 13001?

(Released on: 27 October 2022)

Framework Upgrade Information :

Vulnerabilities Fixed :

Issues Fixed :

What's new in 13000?

(Released on: 13 October 2022)

Behavior Changes:

  • Computer Telephony Integration V1 API (/sdpapi/admin/cti) is now deprecated. For more information, click here.
  • Attachment API (/api/v3/attachments) is now deprecated. For more information, click here.
  • The 32-bit variant of ServiceDesk Plus MSP has reached its end of life and support. To learn more, click here.
  • Request Admin V1 API endpoints are now deprecated. To learn more, click here.
  • Behavior change in adding E-mail replies to the Request conversations.
    • Replies to a request will be appended to request conversations only if the sender has permission to the request or if the sender replies to the corresponding emails that they received from the application.

SDPMSP-7343: Email commands will be removed from request description.

SDPMSP-16147,18969: Support for TLSv1.3 protocol.

SDPMSP-18713,18840: The SDAdmins will be notified via bell notification about the status of Active Directory user import.

SDPMSP-18807: Changing the default backup password is now mandatory before applying a new license, taking a manual backup, or upgrading the application.

SDPMSP-18808: Technicians can create requests with the site specified in the request template even if they are not associated with the site.

SDPMSP-18810: SDAdmins can now delete the report folders created by any technician.

SDPMSP-18816: Users can import and edit their email signature via HTML from the Personalize tab.

SDPMSP-18839: In the incoming and outgoing mail server settings, the OAuth client secret field value will be concealed from viewing and the field value will be encrypted on the client side while saving the configuration.

SDPMSP-18843: Approval Stage is now renamed to Approval Level in the Request module and the following changes are made:

  • Org roles configured as approvers in request templates will be resolved only when the corresponding approval notification is triggered.
  • The option to configure any email address as an approver in Self-Service Portal is no longer supported. Only users registered in the application can be configured as approvers.
  • Template workflow configurations will now be added as entries in the system log viewer table.
  • Duplicate approvers cannot be configured within an approval level.

SDPMSP-18847: The default value of Backup Scheduling is now 7 days.

SDPMSP-18923: The size of TableDataCount.html and FailedQuery.html files is now restricted to 5 MB inside the log folder

SDPMSP-18925: Auto-completion of email fields is enabled for change notifications.

SDPMSP-18948: Sharing requests across accounts is no longer supported. To learn more, click here.

SDPMSP-18955: The following changes are applicable to the configurations under Admin > Discovery > Scan Settings > General

  • All actions configured under this section will now be recorded in the system log.
  • Modified the "Delete/Dispose workstations and servers that have not been scanned in the last <number> days" text to "Delete/Dispose assets that have not been scanned in the last <number> days"
  • When the Delete/Dispose assets that have not been scanned in the last <number> days option is enabled, the first schedule to delete/dispose of the assets will now run only after 24 hours. An appropriate alert message is also added for this new behavior.

SDPMSP-18971: The Product Type field is removed from the server details page and the list view.

SDPMSP-18974: The loan expiry notifications can now be sent to the users until the loaned assets are returned by configuring an appropriate notification frequency.

SDPMSP-19047: Requests can be created from conversations only if it has valid Site, Group, and Technician dependencies.

SDPMSP-19075: The XML option for the sample script has been removed from the REST API documentation tool.

SDPMSP-19077: Purchase orders now appear with a gray header in print preview and approval email

SDPMSP-19078: The applications running in HTTPS can now be integrated with ServiceDesk Plus MSP only after SSL certificate validation. Click here to learn more.

SDPMSP-19099: The API operations such as ADD, UPDATE, and DELETE can now be performed for Admin entities via custom functions (excluding callback functions).

SDPMSP-19100:ServiceDesk Plus MSP favicon is now updated.

SDPMSP-19101: ServiceDesk Plus MSP is no longer supported on Internet Explorer 11.

SDPMSP-19105: The throttle limit to access the /api/v3/app_resources/build_info URL is increased to 60 calls per minute.

SDPMSP-19106: If an invalid attachment from an email is dropped when adding an entity, a notification will now be sent to the email sender and technicians configured in the Send email when an Application Error Occurs notification rule.

SDPMSP-19107: The throttle limit to access the /sounds/*.mp3 URL is now increased to 120 calls per minute.

SDPMSP-19115: The number of radio and picklist type incident additional fields is now restricted to 50 each.

SDPMSP-19161: Executing scripts or classes via NotificationActionPlugins.xml while sending push notifications is no longer supported.

SDPMSP-19165: Post migration, administrators are required to copy the Create_Jira_Ticket.js file from

[SDPMSP_Home]/actionplugins/jira/resources/scripts to [SDPMSP_Home]/integration/resources/scripts directory.

 

SDPMSP-19170: The option to integrate Zoho Analytics will no longer be available on ServiceDesk Plus MSP UI. If you want to enable this integration, contact support (msp-servicedeskplus-support@manageengine.com).

SDPMSP-19256: Backup technicians will now be assigned based on the current time (i.e., when a technician gets assigned to a request) instead of the request's creation time.

SDPMSP-19375: Duplicate User Group names are no longer allowed. User Group names should be unique across accounts.

Framework Upgrade:

  • SDPMSP-18842: PostgreSQL upgraded from version 10.16 to 10.21
  • SDPMSP-18907 & 12903: Tomcat upgraded to version 9.0.54
  • SDPMSP-18915: Bootstrap upgraded to version 3.4.1
  • SDPMSP-18917: jQuery validation upgraded to version 1.19.3
  • SDPMSP-18919: Handlebars upgraded to version 4.7.7
  • SDPMSP-18920: Zulu OpenJRE upgraded from 1.8.222 to 1.8.292.
  • SDPMSP-18921: MickeyLite framework upgrade from build 4180 to 4260.
  • SDPMSP-19088: PostgreSQL Driver upgraded from version 42.2.16 to 42.2.19.
  • SDPMSP-19169: jQuery UI upgraded to version 1.13.1

Enhancements

SDPMSP-5219: Operational-level Agreement

Configure Operational Level Agreement to ensure that the SLA is achieved by the internal support groups working on the request. Widgets related to operational level agreements are also included in Dashboards.

Click here to learn more.

SDPMSP-5270: Custom Operational Hours

You can now configure custom operational hours specific to each day of the week along with a break session. You can also configure exclusion rules to define standard non-working days on a monthly basis.

Click here to learn more.

SDPMSP-12442: Embed Videos in Solutions

  • You can now embed video links in Solutions. To learn more, click here.

SDPMSP-12887: Change Trash

  • You can now delete and restore a change. Click here to learn more.

SDPMSP-14033: Notification Sound

  • You can now configure notification sounds for Chats, Broadcast Messages, Announcements, and Technician Notifications. Click here to know more.

SDPMSP-14637: You can now configure an Always On availability group (AG) from the UI.

SDPMSP-15053: Technician Requester Chat

  • Technicians can initiate a chat with the requester from the Request Details page. Click here to learn more.

SDPMSP-15169: Actionable Messages for Outlook

  • Users can perform help desk actions from Outlook Mailbox via actionable mails sent from ServiceDesk Plus MSP.

SDPMSP-15341: Add images to all resources in the service template.

SDPMSP-15349: View the cookies used in ServiceDesk Plus MSP under Community > Troubleshoot > Cookie Policy.

SDPMSP-15410,15643,16108,19066,19196: Webhooks Enhancements

  • Option to include request resolution in webhook action
  • Added support for HTTP PATCH method in webhooks
  • Support for response based actions in webhooks.

Click here to learn more.

SDPMSP-15574: Edit email notification templates using the Edit HTML button.

SDPMSP-16593: On the Projects List View page, using the Import From button you can import project additional fields via MPP import and projects, milestones, and tasks via XLS, XLSX, and CSV files.

Click here to learn more.

SDPMSP-16621: Attachment API Revamp

  • You can now attach up to 10 files in one go across the application.
  • Upload files using a simple drag-and-drop method.
  • Preview available for attachments of certain file types.

SDPMSP-17263: V3 API support for Assets.

SDPMSP-18506: Unified Activities for Request & Tasks

  • Technicians can now view only requests in the Classic View or view both requests and tasks in the Combined View. Click here to learn more.

SDPMSP-18703: Request association APIs under Admin > API > Documentation

SDPMSP-18759: The Account Info popup is revamped to display account details in a larger view.

SDPMSP-18769: Change Configurations and Enhancements

  • Administrators can use Change Configurations to make settings for editing, approval actions, or email notifications. Click here to learn more.
  • Change Owner and technicians with SDChangeManager role can add/edit/delete/organize tasks in a change even after the change is closed.
  • Two new widgets, Open Changes By Type and Unapproved Changes By Type are now added under Dashboard.
  • A new field, Category is added in the Changes Dashboard.
  • The default status notifications settings is added under Notification Rules > Changes.
  • A new column, Next Review Date is added under Custom Reports for Changes.

SDPMSP-18804: You can disable manual deletion of system logs in the Community tab.

SDPMSP-18805: Future approvals in the approval action page.

  • You can now view approvers on the Approval Actions page by updating the paramvalue for the specific entry as shown in the following GlobalConfig table:

    category = " ApprovalAction"
    parameter = "SHOW_PENDING_APPROVALS
    paramvalue = "true"

  • An approver's organizational role details are now shown in the Approval Details section and the Approval Actions page.

SDPMSP-18806: Option to enable/disable last login information under Admin > General Settings > Security Settings.

SDPMSP-18809: You can now limit the number of characters displayed in some fields, such as description and resolution when generating reports for improved performance. The configuration is available under Admin > Performance Settings > Reports.

SDPMSP-18811: Organize Tabs

  • Administrators can organize tabs in the navigation menu and allow technicians to personalize the tab order. You can access Organize Tabs from Admin > General Settings > UI Customization > Organize Tabs. Click here to learn more.

SDPMSP-18812: Improved login flow in embedded live chat.

SDPMSP-18815: Images inserted in the description of tasks, problems, changes, projects, and solutions can now be previewed from the details page.

SDPMSP-18817: Force Password Reset for Default Accounts (administrator/guest)

SDPMSP-18837: Problem Attachment

  • Attachments UI in Problems is enhanced for improved user experience.

SDPMSP-18838: Flexible Column Layout

  • You can now configure up to 4 columns in Incident and Service templates.
  • You can also configure flexible column and add up to 12 fields in a single row with various customizable options. Click here to learn more.

SDPMSP-18843: API for request approval actions is now supported.

  • The UI for approval action page and approval tabs under requests and archived requests is enhanced for better usability.
  • Option to mandate approvals comments only on request rejection under Admin > Self-Service Portal Settings (Advanced Portal Settings in ESM setups).
  • You can now configure custom names for an approval level when adding an approval stage to request templates.
  • In Custom Triggers, configure custom scripts to add request approvals in a new format. Update existing scripts before January 2022 to configure request approvals via scripts using the new format.
  • In custom trigger json, current_level and approved_level keys will be added along with current_stage and approved_stage keys, respectively. The keys current_stage and approved_stage will be removed after January 2022.

SDPMSP-18844: Default Chat Reports

  • Reports module now includes pre-defined chat reports such as Chats initiated by requester, Chats answered by a technician, Unanswered chats, and Completed chats. Click here to learn more.

SDPMSP-18845: Translation In-line Edit

  • A new inline edit option to translate a phrase or text in the user interface is available. Currently, this feature supports text modification in the application header, Home, Requests sub-tabs, Tasks and Work Logs. Click here to learn more.

SDPMSP-18846: Impact, Urgency, and Priority Matrix are now available under Admin > Helpdesk Customizer in Standard edition.

SDPMSP-18860: Group Roles and Organizational Roles API

  • Create Group Roles (support group based roles) and associate them to support groups and technicians to use them in support group notifications, SLA escalation notifications, request life cycles, custom triggers, backup technician assignments, dashboards(share dashboards), and approvals.
  • To create group roles, go to Admin > Users > Group Roles. To learn more, click here.
  • You can also configure escalation to group-level role technicians or group owners for incident and service SLAs.

SDPMSP-18865: The mini calendar and the calendar view in Changes will now show the change requests marked in the previous month and next month if the respective dates are shown in the current month view. For example, if the starting day of the current month is Friday, then the changes until the previous day (Thursday) will be shown in the current month view.

SDPMSP-18876: Monitor Malicious Activity

  • SDAdmins can now monitor URL attacks in the application from Admin > General Settings > Security Settings > Advanced. Notifications are sent to SDAdmins if too many attempts are made to access a URL. Click here to learn more.

SDPMSP-18879: Attachment Settings in Admin page

  • You can now configure the file attachments that you want to allow or restrict in the application. You can find the settings under Admin > Attachment Settings. Click here to learn more.

SDPMSP-18881: You can now configure notification sounds for Broadcast Messages, Announcements, and Technician Notifications. Click here to know more.

SDPMSP-18892: Enhancements to Change Approval Notifications

  • Change approval actions can now be notified to a change requester via email.
  • The $MyPendingApprovals variable used in the approval reminder notification template is changed to $MyPendingApprovalLink.
  • In approval notification template, the variable $ApproverName can be used to display the name of the user who approves the change.

SDPMSP-18937: Advanced Matrix Report Enhancement

  • Users can now add up to 5 columns while grouping data in Advanced Matrix Reports.
  • Users can select the Request field in the Columns drop-down under the Column Grouping section for all modules that support matrix reports.
  • The Date Format drop-down will be displayed only if a date field is selected as the column.
  • Users can also add up to 5 rows to group the data in the Group by section.

To learn more, click here.

SDPMSP-18942: Query Report API Feature

  • API support to view all query reports and execute report and query.

SDPMSP-18945: Matrix Report now supports percentage in summary type.

SDPMSP-18949: Zoho Charts in Reports

  • ServiceDesk Plus MSP integrates with Zoho Charts, a charting library with improved UI and features. The integrations allows users to create new chart types while generating reports. The UI of the generated chart is fine-tuned to display detailed information on hovering over the chart.

SDPMSP-18950: Added support for Comments API under Admin -> API -> Documentation -> Comments API.

SDPMSP-18957: Introducing an option to modify the product type of assets.

SDPMSP-18961: Telephony

  • Technicians can now place outgoing call to requesters phone or mobile from the right pane in request details page.

SDPMSP-18963: Added support for Change Template API under Admin > API > Documentation > Change Template API.

SDPMSP-18964: Added support for CAB API under Admin > API > Documentation > CAB API.

SDPMSP-18965: You can now import AD attributes of integer type.

SDPMSP-18966: The failed users list in AD full sync import is now attached as a CSV file in the notification.

SDPMSP-18968: Support for TLSv1 and TLSv1.1 is deprecated further.

SDPMSP-18970: User Group Entity over v3 API

  • User Group API is now revamped for improved user experience.

SDPMSP-18972: You can now increase the number of assets fetched via global search by updating the "paramvalue" for the entry below in the GlobalConfig table.

category = "Asset_Workstation_Global_Search"
parameter = "searchLimit"
paramvalue = "<any_value_up_to_1000>"

Note : For better performance, it is recommended to set the paramvalue to the default count of 500.

SDPMSP-18973: Fail Over Service over Latest Framework

  • Failover Service and Failover Service Replication can now be configured from the application UI under General Settings. Administrators can toggle FOS mode ON or OFF anytime and track the changes performed on the configurations from the History tab.
  • FOS in ServiceDesk Plus MSP now follows a peer-peer architecture. In the event of primary server unavailability, the secondary server takes over and functions as the primary server.
  • Postgres support is provided for the database server.
  • In event of application restore, FOS will be disabled by default. The administrator is required to enable FOS and restart the application again.
  • Click here to learn more.

SDPMSP-19064: Enable/disable and show/hide options are now supported for the Site field in Field And Form Rules.

SDPMSP-19065: Zia Bot

  • Zia, Zoho's AI assistant for business, is available as a virtual conversational support agent, Zia Bot. You can now ask Zia to perform 20 different help desk operations including raising requests, assigning technicians to requests, viewing solutions/announcements.
  • To learn more, click here.

SDPMSP-19068: Callback Custom Functions

  • Create callback custom functions using Deluge scripting to manipulate data in ServiceDesk Plus MSP whenever an event occurs in external applications. To learn more, Click here.

     

SDPMSP-19069: Introducing PII/ePHI for User Additional Fields

  • Administrators can now mark out user additional fields that contain Personally Identifiable Information (PII) or electronic Protected Health Information (ePHI) to identify the sensitive information collected and stored in ServiceDesk Plus MSP. The personal data of users (both technicians and end users) in PII/ePHI marked fields are handled in accordance with privacy regulations such as GDPR.
  • To learn more, Click here.

SDPMSP-19070: Added V3 API support for purchase order entity.

SDPMSP-19071: You can now edit the price fields of items when creating purchase orders from purchase requests.

SDPMSP-19072: Date field is now listed under Date Filter in Summary Reports.

SDPMSP-19073: You can now access ServiceDesk Plus MSP from any domain by setting Access-Control-Allow-Origin to Trusted in Security Settings

SDPMSP-19074: Contract custom report now supports Description and Support columns in the column chooser.

SDPMSP-19080: Option to add/update auto-generated function name in custom functions.

SDPMSP-19082: Added API support for associating problem with requests and changes.

SDPMSP-19083: Zia, Zoho's AI assistant for business, has been implemented in ServiceDesk Plus MSP. Zia inspects each incoming request and applies her learning to understand and respond to the user's needs. Currently, Zia can perform approval actions by using users' responses to the approval email.

Configure Zia under Admin > Zia Configurations.

Learn more about Zia

SDPMSP-19095: Microsoft Teams Integration

Set up ServiceDesk Plus MSP integration with Microsoft Teams to leverage the collaboration app as an additional channel for IT and Enterprise support. This integration allows users to view service desk requests, pending approvals, and chat with help desk technicians, all from their Microsoft Teams accounts.

Click here to know more.

SDPMSP-19098: SDP MSP Outlook Add-In

ServiceDesk Plus MSP is now available as an add-on in Microsoft Outlook. Using this add-on,

  • Users can raise requests and track their progress in ServiceDesk Plus MSP from the Outlook mailbox
  • Technicians can edit, pickup, or assign requests via Outlook.
  • Click here to learn more.

SDPMSP-19103: From email address is supported while sending emails through custom functions.

SDPMSP-19104: If the sort order is not defined in the work log list view, the latest work log will be displayed on the top of the list.

SDPMSP-19117: Users can now edit assets in bulk from the assets list view.

SDPMSP-19118: Introducing My Assets Widget in the self-service portal that lists all the assets associated with the logged-in user. Requesters can raise an issue related to their assets from the widget.

SDPMSP-19119: Disaster Recovery

Disaster recovery (DR) ensures availability of ServiceDesk Plus MSP when a region or site is down during disaster. DR works by implementing a hot-standby system. When a primary server is down, the secondary server takes over the primary server functions and serves the application. To setup DR, SDAdmins can configure from Admin > General Settings > HA Configuration.

Click here to learn more.

SDPMSP-19121: You can now enable, disable, show, hide, mandate, and non-mandate the On behalf of field in the Add/Edit Request form via Field and Form Rules.

SDPMSP-19132: Users can now add Bcc field in emails from ServiceDesk Plus MSP.

SDPMSP-19133: Country can be added as a business rules criteria.

SDPMSP-19160: Asset and Purchase Admin revamp

  • Revamped UI for the following admin entities: Purchase Default Value, Cost Center, GL Code, Currency, Vendor Services, Contract Type, Product Type, Product, Vendor, and Asset State.
  • Technicians can now delete default contract types. If a deleted contract type is associated with contracts, the contract type will be marked as inactive.
  • V3 API is now supported for admin entities under asset and purchase management.

SDPMSP-19162: Advanced Analytics under Reports Tab

Added Single sign-on (SSO) support for Advanced Analytics. On enabling SSO, Advanced Analytics can be accessed in an embedded view from the Reports tab.

Click here to learn more.

SDPMSP-19163: Admin UI Revamp

The Admin page is revamped with an all new configurations grouping as well as an improved UI layout for ease of access. Other changes include:

  • New configuration pop-up for creating/editing users and technician additional fields.
  • New UI layout for integrations page under Admin > Apps & Add-ons > Integrations.
  • Revamped UI for notification rules under Admin > Automation > Notification Rules.

Click here to learn more.

SDPMSP-19164: Project Admin Revamp

  • Revamped UI for Project admin entities. Click here to learn more.
  • Members tab is added to the project template. You can now add members and assign roles in a project template from the project template details page.

Click here to learn more.

SDPMSP-19166: Special characters in the reports title are missing on exporting the report as PDF.

SDPMSP-19168: Attachments can now be added to Jira tickets created from ServiceDesk Plus MSP.

SDPMSP-19269: Site_V3 API: Support for ADD, EDIT, UPDATE, and DELETE operations.

SDPMSP-19171: ManageEngine Analytics Plus Cloud now integrates with ServiceDesk Plus MSP as cloud-based reporting & business intelligence service instead of Zoho Analytics. Going forward, users will be able to integrate with ManageEngine Analytics Plus Cloud to analyze business data and create reports/dashboards.

Click here to learn more.

SDPMSP-19176: Added support for fetching original client IP addresses using network load balancers. The original client IP addresses are fetched using the X-Forwarded-For HTTP header configuration on your load balancer. Use the following syntax to configure the header : X-Forwarded-For : <client_ip_address>, <proxy1_ip_address>, <proxy2_ip_address>

SDPMSP-19196: Unable to fetch values using $variables in webhooks.

SDPMSP-19239: Going forward, the configurations required to send mobile push notifications will be customizable.

SDPMSP-19351: Throttle limit to access solutions or announcements auto-suggest pop-up while creating requests has been increased to 300 in requester login.

SDPMSP-19354: You can now associate up to 100 projects to change requests and vice versa via the GlobalConfig table.

SDPMSP-19356: You can now increase the number of options that can be selected for resource questions by updating the "paramvalue" for the entry below in the GlobalConfig table.

  • category = "CheckBox_Resource_Question"
  • parameter = "MAX_OPTIONS_SELECTED"
  • paramvalue = "<any_value_up_to_50>"

Note : The default paramvalue is 25.

SDPMSP-19357: Performance improvements in some scenarios when running query reports with setups using Microsoft SQL server.

Issues Fixed

  • SDPMSP-12970: The SameSite attribute will be set for all sensitive cookies for enhanced security.
  • SDPMSP-15078: An error is thrown when approving changes if a custom trigger is configured for the approval action.
  • SDPMSP-15120: Unable to add worklog if an additional field that was used in the Bill rule criteria in the requests contract has been removed.
  • SDPMSP-16091: The /html/APICall.html endpoint is removed. All supported APIs can be tested under Admin > API > Documentation
  • SDPMSP-16668: When data is pushed to central server from remote server, the Warranty Expiry Date field in workstation and server is not populated.
  • SDPMSP-16989: Improper email validation during user enrollment for two-factor authentication.
  • SDPMSP-17192: Unable to add task attachments in task panel under Request List View.
  • SDPMSP-18086: Unable to log in as AD user in some cases if the browser's language is set to non-English languages.
  • SDPMSP-18108: Incorrect SLAs are assigned to requests.
  • SDPMSP-18515: When there are several sites, the : /api/v3/technicians/loggedin_user_details call takes almost 2 minutes, leading to a performance issue.
  • SDPMSP-18538: Unable to add attachment for change through API.
  • SDPMSP-18564: When new custom reports with account additional fields are generated, the page crashes sometimes.
  • SDPMSP-18642: Scheduled backups are not automatically deleted even after the elapse of the backup retention period.
  • SDPMSP-18692: When the Label and Description fields in the Asset and Workstation additional fields contain a special characters, the fields are get encrypted when the Save button is clicked twice after a new field is added.
  • SDPMSP-18833: In custom functions, user details in the context argument are returned as null when the username and login name are different.
  • SDPMSP-18871: Unable to perform a network scan of VM Hosts in certain cases.
  • SDPMSP-18893: Announcement pop-up is shown to non-privileged users in some cases.
  • SDPMSP-18977: In the Add new request form, when the requester is selected, Department is not displayed.
  • SDPMSP-18991: On the Requesters/Users list view page, Site is not available under column chooser.
  • SDPMSP-19038: Under Solution List View, deleted attachments continue to be shown as available.
  • SDPMSP-19158: When worklog is added through API, it's not added as the first response even when the respective option is selected.
  • SDPMSP-19184: Internal error occurs when any service request fields are updated.
  • SDPMSP-19261: Multi-factor authentication fails when the policy to reset the password during the first-time login is enabled.
  • SDPMSP-19280: Unable to add a worklog to requests if the Service Level Agreements option for the corresponding site is changed from custom settings to refer settings.
  • SDPMSP-19320: Page crashes when generating request custom reports that include additional fields whose names contain accented characters.
  • SDPMSP-19323: Non-login access to the change approval page is not working if/when the Glowroot tool is enabled.
  • SDPMSP-19343: When the SLA of a resolved request is changed, the Response DueBy Time is flagged as delayed even though the response has been sent within the SLA time already.
  • SDPMSP-19359: The field update section is getting collapsed while adding a rule to the "During" transition in the request life cycle.
  • SDPMSP-19380: Inline images in emails sent from the application are broken in some cases.
  • SDPMSP-19422: The default service templates are not getting listed while associating service templates with a request life cycle.

Limitations

What's new in 10611?

(Released on: 05 January 2023)

Vulnerabilities Fixed :

What's new in 10610?

(Released on: 29 October 2022)

Framework Upgrade Information :

What's new in 10609?

(Released on: 26 September 2022)

Issues Fixed

What's new in 10608?

(Released on: 09 August 2022)

Issues Fixed

What's new in 10607?

(Released on: 08 August 2022)

Enhancements

Issues Fixed

What's new in 10606?

(Released on: 11 July 2022)

Issues Fixed

Vulnerability

What's new in 10605?

(Released on: 16 June 2022)

Behavior Changes

SDPMSP-15449: The number of pending requests for a requester is now displayed in the following locations:

Enhancements

Issues Fixed

What's new in 10604?

(Released on: 07 June 2022)

Enhancements

Issues Fixed

What's new in 10603?

(Released on: 13 May 2022)

Enhancements

Issues Fixed

What's new in 10602?

(Released on: 20 April 2022)

Enhancements

Issues Fixed

What's new in 10601?

(Released on: 18 March 2022)

Enhancements

Issues Fixed

What's new in 10600?

(Released on: 02 March 2022)
As a best practice, do the Upgrade only in the test environment first and based on the result, do it in the Production during Non-Business Hours.

Enhancements

ZOHO Analytics Integration Enhancements

Framework Upgrade Information

Behavior Changes

Issues Fixed

What's new in 10538?

(Released on: 29 October 2022)

Framework Upgrade Information :

What's new in 10537?

(Released on: 18 July 2022)

Issues Fixed

What's new in 10536?

(Released on: 11 February 2022)

Issues Fixed

What's new in 10535?

(Released on: 08 January 2022)

Issues Fixed

Vulnerability

What's new in 10534?

(Released on: 05 December 2021)

Issues Fixed

Vulnerability

What's new in 10533?

(Released on: 03 December 2021)

Issues Fixed

What's new in 10532?

(Released on: 23 November 2021)

Issues Fixed

Vulnerability

What's new in 10531?

(Released on: 27 October 2021)

Issues Fixed

What's new in 10530?

(Released on: 11 September 2021)

Issues Fixed

What's new in 10529?

(Released on: 19 August 2021)

Behavior Changes

Issues Fixed

What's new in 10528?

(Released on: 05 August 2021)

Enhancements

What's new in 10527?

(Released on: 23 July 2021)

Enhancements

What's new in 10526?

(Released on: 16 July 2021)

Announcement on Remote AE Behavior changes

With this release, we are replacing the existing AE agent used in Remote Asset Explorer(RAE - Distributed scan) with Endpoint Central (formerly Desktop Central) agent.

Agent-based scanning can no longer be initiated directly from ServiceDesk Plus MSP. All agents need to push data via Remote AE servers only.

You can download the compatible Remote AE build here.

SDPMSP-16084: Basic authentication has been replaced with API Key-based authentication for pushing data from a remote server. Hence RAE needs to reconfigure to make the scan to work with this SDP MSP installation.

Behavior changes :

SDPMSP-16085: The use of AE agents for scanning Windows machines is no longer supported.

Note: You need to upgrade your Remote AE server as older versions are no longer supported. You can use the PPM path as mentioned - to upgrade RAE instance. 6500>> 6600>> 6700>> 6800>> 6900

Issues Fixed:

What's new in 10525?

(Released on: 12 July 2021)

Enhancements

Issues Fixed

What's new in 10524?

(Released on: 09 June 2021)

Behavior Changes

Issues Fixed

What's new in 10523?

(Released on: 27 May 2021)

Enhancements

What's new in 10522?

(Released on: 03 May 2021)

Issues Fixed

Vulnerabilities

What's new in 10521?

(Released on: 26 April 2021)

Enhancements

Issues Fixed

What's new in 10520?

(Released on: 01 April 2021)

Enhancements

Issues Fixed

What's new in 10519?

(Released on: 26 March 2021)

Behavior changes

Issues Fixed

Vulnerability :

What's new in 10518?

(Released on: 19 March 2021)

Issues Fixed

What's new in 10517?

(Released on: 05 March 2021)

Issues Fixed

What's new in 10516?

(Released on: 10 February 2021)

Enhancements

What's new in 10515?

(Released on: 30 December 2020)

Issues fixed

What's new in 10514?

(Released on: 24 November 2020)

Issues fixed

What's new in 10513?

(Released on: 19 November 2020)

Issues fixed

What's new in 10512?

(Released on: 09 October 2020)

Issues fixed

What's new in 10511?

(Released on: 10 September 2020)

Enhancements

Issues fixed

What's new in 10510?

(Released on: 15 July 2020)

Issues Fixed

What's new in 10509?

(Released on: 22 June 2020)

Enhancements

What's new in 10508?

(Released on: 04 June 2020)

Issues Fixed

What's new in 10507?

(Released on: 08 May 2020)

Behavior changes

Issues Fixed

What's new in 10506?

(Released on: 29 April 2020)

Issues Fixed

What's new in 10505?

(Released on: 24 April 2020)

Issues Fixed

  • XSS Vulnerabilities are fixed.
  • CSRF Vulnerabilities are fixed.
  • Privilege escalation vulnerabilities are fixed.

What's new in 10504?

(Released on: 22 April 2020)

Issues Fixed

  • XSS Vulnerabilities are fixed.
  • CSRF Vulnerabilities are fixed.
  • SDPMSP-14522 : Unable to edit an account, when the site name has special characters.
  • SDPMSP-14614 : We have restricted the usage of unpublished V3 API's.

Behavior changes

  • SDPMSP-14622 : As informed earlier, Support for Mobile client (/mc) is completely stopped.

What's new in 10503?

(Released on: 17 March 2020)

Issues Fixed

  • SDPMSP-13527: Mails are not sent to users while initiating the ZOHO assist remote session.
  • SDPMSP-13946: Unable to upload file attachments larger than 3MB using API.
  • SDPMSP-14452: Internal file path disclosure vulnerability in attachments.

What's new in 10502?

(Released on: 05 March 2020)

Issues Fixed

  • SDPMSP-12599 : Unable to add/update a Technician when more than 300 sites/ groups associated to the technician.
  • SDPMSP-13838 : Prototype pollution vulnerability.
  • SDPMSP-14060 : Xero OAuth 1.0 deprecation is handled.
    Note: Existing users must reconfigure all Xero integration settings with OAuth 2.0 after this upgrade.
  • SDPMSP-14346 : Surveys are not triggered when a condition is set with "is not" criterion.
  • SDPMSP-14354 : Regenerated bills for charge per request/fixed charge contract types does not contain requests billed in that cycle.
  • SDPMSP-14362 : Work logs that are not applicable for the given date range are included in the manually generated bill for a billing contract configured to bill irrespective of request status.
  • SDPMSP-14370 : Technician location is not shown in maps in certain cases.
  • SDPMSP-14395 : CSV and XLS formula injection vulnerability in reports.
  • SDPMSP-14396 : Weak SSL ciphers vulnerability.
  • SDPMSP-14397 : Remote code execution vulnerability in windows agent scan.

What's new in 10501?

(Released on: 03 February 2020)

Enhancements

  • SDPMSP-14235 : Option to set Group and technician in templates, even if multiple accounts are selected
  • SDPMSP-14279 : Feature to add Additional fields to Dollar variables in Webhooks under Custom triggers.
  • Support for below fields are available now :

    • Incident and Service Catalog additional fields
    • Requester Detail fields like phone, mail, mobile
    • Account Additional Fields
  • SDPMSP-14337 : Including account and contract details in complete v3 json file.

Issues Fixed :

  • SDPMSP-13557 : Performance issue in request detail view is fixed.
  • SDPMSP-13879 : XSS Vulnerability related fixes.
  • SDPMSP-14264 : Unable to merge old requests with recent request.
  • SDPMSP-14280 : Request Custom View is not working after upgrade to 10500.
  • SDPMSP-14310 : Unable to update Request fields via API without providing Account and Site fields
  • SDPMSP-14317 : Worklog type values are not getting updated when adding a worklog through API
  • SDPMSP-14322 : Not able to save time sheet setting when the language is set other than english.
  • SDPMSP-14333 : Business rule is not working if the Criteria is set with the Value "To".
  • SDPMSP-14336 : In Change and Problem -> worklog list view page, Pagination button is missing is fixed.

What's new in 10500?

(Released on: 13 January 2020)
As a best practice, do the Upgrade only in the test environment first and based on the result, do it in the Production during Non-Business Hours.

Framework changes :

  • This upgrade removes JBoss dependency completely and upgrades to Postgres 10.5. Going forward, the application will be connected to Postgres with a specific database user credential instead of a superuser credential for better security. To know about the database user credential, click here.
  • The latest Tomcat upgrade removes the dependency on NIO port and uses WebSockets.

Framework Upgrade Information

  • JRE upgraded from version 1.7 to version 1.8.0.152 (This is a free version)
  • Postgres upgraded from version 9.2.4 to version 10.5
  • Tomcat upgraded to version 8.5.32

New SCCM Connector

  • New SCCM to Remote Asset Explorer connector (Mickey lite compatible) is updated in the resources section of the web page. Download the latest connector zip for integrating SCCM with Remote Asset Explorer. You should use this connector only in your Remote Asset Explorer set up. Click here to learn more.

New Features :

Business dashboard :

  • By assigning the role MSPBusinessOwner to the particular technician we can enable this feature.
  • All the technician with MSPBusinessOwner role can view the dashboard.
  • This feature is available under Dashboard ->  Business dashboard.
  • By default there are 16 widgets. Among this 6 is KPI widgets. (Total Revenue, Technician, Hours Billed, Assets Managed, Satisfied Customers and Total ticket). These widgets will show the This year's data (By default). Technician and Assets Managed widget will show the current data. Remaining 10 widget will show the data based on the filters. (This year, Last year, This month, Last month, This quarter and last quarter).
  • We can add external widget (s) also to it.
  • All reports can be viewed based on chosen Account basis
  • Click here to learn more.

Time sheet

  • Time Sheets provide a consolidated view of the help desk technicians' work. Using Time Sheets, you can easily calculate payroll, manage resources, perform other managerial activities.
  • Click here to learn more.

Integration with google maps and zoho maps to view sites location and assign tickets to your field technician based on their geographical location. Click here to learn more.

MSP requesters can now raise tickets through email for any Account.

Ability to move tickets betweeen accounts (Change Account) Click here to learn more.

Point of Contact

  • POC's are high privileged Requesters (End user) of an Account. Through them multiple communications might happen to the account. Ex : To discuss billing, Contracts, Assets maintenance and so on.

Refer Account related information easily.

Account Details present inside the request details page is moved to the top (near the Account combo) for easier reference. Hence, you can now view the account related information while accessing any modules (tabs).

Ability to filter unknown requester's requests and their details from request and requester list view

Request Life Cycle (RLC)

  • Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition (s) easily. The next possible transition for any request is displayed in the Request Details page.
  • Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle.
  • The life cycle contains nodes (request status) and transitions. The transitions are paths that connect two statuses.
  • Transitions can be configured with rules to check for criteria and trigger corresponding actions or send notifications.
  • These transitions can also be restricted by login permissions. That is, only authorized technicians will be able to work on specific transitions.
  • You can also mandate request fields during a status execution than when the request is being logged.
  • Admin >> Helpdesk Customizer >> Request Life Cycle
  • Click here to learn more.

HelpDesk Config role for MSP 

  • Introducing a new role "HelpdeskConfig" to perform all request-related configurations across the product. This default and non-editable role has access to only the Home and Admin pages. Can be used to share the SDAdmin's workload.
  • When a technician is associated with this role, he can create HelpDesk configurations i.e User can create any Requests related configurations alone for any account. Ex - Request fields , Business rules , SLA's, Notification rules..

User interface gets new look and feel

Request Details Page revamp 

Request details page is enhanced for better visibility. Performance of the same is improved a lot.

The request details page has been given a UI revamp with the request information prioritized with clear categories to help users quickly access the requests.

Some of the modifications are as follows:

  • The page is divided into three sections: Request List, Request Details with the Global Edit option, and Crucial Request Information with the Spot Edit option.
  • Custom actions are listed in a separate drop-down.
  • Work logs are accommodated in a brand-new tab.
  • Combined view for notes and conversations through email notifications.
  • Request Closure Wizard has been introduced.
  • Request Preview has been revamped across the product.
  • New Attachment Viewer for the Request module.
  • Support to drag and drop files to the Attachments section.
  • Under Requests, click any request. Click here to learn more.

HTML Editor Enhancements

  • HTML editor across product now has the following enhancements:
    • Smiley support
    • Modify Table Properties
    • Edit HTML Code
  • Solution Expiry and Periodic Review
    • Solution article needs to be updated periodically to avoid its invalidity and improve usefulness to the end user.
    • In order to achieve this, the solution is created with review and expiry dates. So when the date arrives the article should be reviewed and expired based on its usefulness. 
  • Short cut key for make call 
    • Can make a call to the requester from the request detailed view by using the short cut key [shift + c] . 
  • SDPMSP-11249 / 13418 : Ability to scan attachments while uploading to SDP portal - Blacklist / whitelist feature 
  • Custom Trigger enhancements
  • Notification template can be created and it can be sent as an email based on the action.

    WebHook Support : 

    WebHook is a way to feed information from SDPMSP to a Third Party application based on some event or action. It is possible through Webhook present in the Custom trigger under actions. - Create your own Webhook template (configuration) and integrate with third party application.

    Change Custom Trigger

    • Change custom triggers allow you to execute custom scripts or files and automate change-related tasks. In custom triggers, you will define rules, which when match the change requests will invoke predefined actions. Triggers prove specially useful in performing actions in other modules or in third-party applications.
  • FAFR can be applied to inline edit of requests from the request list view
  • Request Closing Wizard Enhancement
  • Request Closing Wizard.Guide technicians use Request Closing Wizard to fill out the missed mandatory fields while closing a request. This will come handy when a technician closes a request without filling out the mandatory field configured in closing rules (Admin >> Request Closing Rules) such as Resolution, category/sub-category etc. The technician will be shown a prompt from where the technician can fill out the missed out fields.

Issues Fixed :

  • SDPMSP-10192: E-mail signature discrepancy in request reply is fixed.
  • SDPMSP-11098: Requester cannot view Technician contact details, even if they are Change Approver is fixed.
  • SDPMSP-11215: Moscow time zone is shown wrongly as GMT+4 when it actually is GMT+3 is fixed.
  • SDPMSP-11278: Unable to fetch mails when the mail server only has TLS 1.2 enabled. 
  • SDPMSP-11305: Unable to import custom CI with a different date format. 
  • SDPMSP-11502: Issue in setting due by time in Request SLA is fixed (Due by time will be shown as 01/01/1970 09:04 AM earlier)
  • SDPMSP-11531: Inconsistent "enabled icons" is standardized.
  • SDPMSP-11804: Status flag is shown incorrectly for tasks is fixed.
  • SDPMSP-11890: Unable to create requester via quick create with new requester name is fixed. 
  • SDPMSP-12005: Dashboard: My Approvals section is not showing approved Requests. 
  • SDPMSP-12053: Requests: In Field and Form Rules (FAFR) condition Roles is not working properly is fixed.
  • SDPMSP-12068: Additional fields are listed twice in Incident Template's Field and Form Rules (FAFR) is fixed.
  • SDPMSP-12085: In Quickbooks configuration page (fresh configuration) none of the buttons seem to be working in certain cases is fixed.
  • SDPMSP-12127: The "Actions" and "New" dropdown do not appear for certain CI types under the CMDB tab is fixed
  • SDPMSP-12160: Hidden Product Types are listed under Purchase Order form is fixed.
  • SDPMSP-12254: "Email Id's to notify" has
    tag when multiple email id's are given in a workorder is fixed. 
  • SDPMSP-12412: SLA Column in request list view is not updated after a requester reopens a request. 
  • SDPMSP-12531: Variables in the Notification rules - reply template gets added in the custom reply templates by default when replying to a request. 
  • SDPMSP-12572: "MSP Holidays" string is properly translated in polish ("Dni wolne MSP") 
  • SDPMSP-12602: When we attach an Outlook Mail Message and send email to MSP, the attached Outlook Mail Message is processed and is added to the description of the request, but fails to get attached as a .eml is fixed.
  • SDPMSP-12840: Unable to import duplicated assets using Scanned xml's is fixed.
  • SDPMSP-12856: Phishing vulnerability is fixed.
  • SDPMSP-12892: Default template duplicates in the request edit page is fixed. 
  • SDPMSP-12902: When Requests viewed from Dashboard (like SLA violated requests, Open requests), the filter is not maintained in Request list view. 
  • SDPMSP-12909: Home -> Tasks - Technician list is not account based is fixed.
  • SDPMSP-12924: Vulnerability issues fixed. 
  • SDPMSP-13013: Inline images are not shown in the request details page when a request is created without any description through email. 
  • SDPMSP-13015: Removed Change Old Status menu from Admin tab and left navigation for the migrated setup. 
  • SDPMSP-13092 / 14067: Some of the task templates failed to load when more than 250 task templates are present in the application 
  • SDPMSP-13115: Reports - When a report contains any non-English characters, the report sent out has encoding content in it.
  • SDPMSP-13131: ADMP Integration is not working in certain cases is fixed.
  • SDPMSP-13251: Technician availability chart - Issues in showing holiday is fixed.
  • SDPMSP-13253: Request's Department changes to the requester's new department after global edit. 
  • SDPMSP-13272: Task widget is not shown under custom dashboard. 
  • SDPMSP-13294: On Copy pasting, image in description field gets pasted in resolution field. 
  • SDPMSP-13343: SLA calculation issue under the Time Elapsed Analysis Chart is fixed.
  • SDPMSP-13352: Survey exclusion with E-mail ID criteria is not working is fixed.
  • SDPMSP-13380: Unable to Modify Change Requester or any User field in Change detail page is fixed.
  • SDPMSP-13390: Unable to preview and download attachment from request when attachment's name contains non-Latin characters is fixed.
  • SDPMSP-13414: Requester site is set to first site in the site's list on editing the requester is fixed.
  • SDPMSP-13424: Unable to add or update the template in certain cases is fixed.
  • SDPMSP-13435: Error occurs when trying to import from AD where OU has a comma "," at end of the OU name is fixed. 
  • SDPMSP-13444: Unable to import certain .mpp files under project is fixed.
  • SDPMSP-13464: Mail fetching gets stopped in certain cases is fixed.
  • SDPMSP-13469: Template count is not shown properly under incident template list view page 
  • SDPMSP-13474: HTML tags are shown while copying a service request. 
  • SDPMSP-13480: Theme color is not changing to default is fixed.
  • SDPMSP-13481: Category value resets for the requester login is fixed.
  • SDPMSP-13496: Resend and forward history is not captured in history is handled. 
  • SDPMSP-13514: Share an executive dashboard to a requester. Now When the requester tries to view the dashboard, he is getting error 'You are not authorized to view this page' is fixed. 
  • SDPMSP-13642: Request custom view - Exception thrown when saving request custom view with "pending status" field in the filter 
  • SDPMSP-13653: Change manager role is not populated even though the same role is set in the template 
  • SDPMSP-13717: Not able to search request id from new request creation page.
  • SDPMSP-13776: Not able to delete request from trash when there are more than 1000 conversations in a request. 
  • SDPMSP-13777: Associated category value in the change template goes blank in the add new change page. 
  • SDPMSP-13901: The hyperlink of $EntityLink in comment notification, is incorrect if the hyperlink is edited and saved. 
  • SDPMSP-13925: For technician with custom role scanned software list view is not loaded.
  • SDPMSP-14032: Survey link published to requester does not include Account specific Login URI. The header image in survey page has MSP image instead of Account specific image 
  • SDPMSP-14038: While replying for a request in plain text format, Line breakages are not retained 
  • SDPMSP-14054: FAFR issue while picking up the request 
  • SDPMSP-14058: Approval status are not translated properly in Vietnamese language 
  • SDPMSP-14062: Extra spaces are available in request edit/creation page 
  • SDPMSP-14067: When task templates are more than 250, some of the templates are not populating in Service template workflow whereas all the task templates populated in the Home page->Add New task 
  • SDPMSP-14098: Failed to fetch an attachment of PNG format in the ticket when mailed from mac machine 
  • SDPMSP-14105: In workflow tab, Stage approval names are not translated to Vietnamese language.
  • SDPMSP-14148: CC addresses are not getting populated on hitting reply button when EWS is configured.  
  • SDPMSP-14224: Unable to translate the label "Issue Catalog" in requester SSP.
  • SDPMSP-14232: Unable to archive requests if the content length in E-mail Id(s) To Notify field is more than 250 characters. The issue occurs in MSSQL setups.

Behavior changes :

  • SDPMSP-13828: Incident template - Groups not populated in Tasks new form. Henceforth, the behavior would be all the support groups of the associated accounts will be listed. When task is created under request, If the group name is applicable for that account it will be applied. Else it will be empty.
  • Upgrade Restrictions will be applicable to users who have perpetual licenses without AMS.
  • Microsoft SQL 2005 will be not be supported anymore.
  • Going forward, if there is any data inconsistency in the application tables, then the migration will not go through.
  • Any inconsistency should be corrected before proceeding with the upgrade. Please contact support if there is any inconsistency during migration.
  • Going forward, installation of ServiceDesk Plus MSP in the non-English installation folder will not work.
  • Perform Lucene search for requests by using requesters' email addresses. This feature will take about a few hours to reflect in the upgraded build. After the upgrade, search may not work until the data gets reindexed.
  • If you want to avoid taking backup during upgrade, please contact our support for the new procedure. Make sure you have a valid database before this operation.

Major Note :

Dear Customer(s)

As you know we are building our SDP MSP application above our ServiceDesk Plus (SDP) framework. This release is a catch up release of Servicedesk Plus Build 10000 to 10500. Hence features , issue fixes , behavior changes done in SDP between this releases is also applicable for SDP MSP. Hence , please refer their read me also for more details from here.

As a best practice, do the Upgrade only in the test environment first and based on the result, do it in the Production during Non-Business Hours.

What's new in 9427?

(Released on: 27 December 2019)

Issues fixed :

Behavior changes :

Note: Existing users must reconfigure all ZohoCRM integration setttings after this upgrade.

What's new in 9426?

(Released on: 06 December 2019)

Issues Fixed :

What's new in 9425?

(Released on: 04 November 2019)

Enhancements Made :

Project management analytics

Analytics on Solutions/Knowledge-base

Analytics on Request transition history

Issues Fixed :

What's new in 9424?

(Released on: 18 October 2019)

Issues Fixed :

What's new in 9423?

(Released on: 19 September 2019)

Issues Fixed :

What's new in 9422?

(Released on: 19 August 2019)

Issues Fixed :

Behavior changes :

What's new in 9421?

(Released on: 12 July 2019)

Issues Fixed :

What's new in 9420?

(Released on: 04 July 2019)

New Enhancements :

Billing Enhancements :

Admin Operations :

Integration Enhancements :

Customization :

Mobile App Enhancement :

API Enhancement :

Issues Fixed :

What's new in 9419?

(Released on: 19 June 2019)

New Features :

Issues Fixed :

Behaviour changes :

What's new in 9418?

(Released on: 28 May 2019)

New Features :

Admin :

Request Templates Enhancements :

Billing :

Asset Management :

Change Management :

Solutions :

Customization :

Security Enhancements :

API :

Integrations

Advance Analytics Integration Enhancements : (Supported only in ZOHO reports - Cloud version)

Project management analytics

Analytics on Solutions/Knowledge-base

Analytics on Request transition history

Behaviour Changes :

Case : 1

Bulk association of sites in request will work only under the following cases:

Other behaviour changes :

Issues Fixed :

What's new in 9417?

(Released on: 11 Apr 2019)

Issues Fixed :

What's new in 9416?

(Released on: 20 Mar 2019)

Issues Fixed :

Behavior changed:

Bulk association of sites in request will work only under the following cases:

What's new in 9415?

(Released on: 01 Mar 2019)

Issues Fixed :

Behaviour Changed :

What's new in 9414?

(Released on: 25 Feb 2019)

New Features :

Accounts Tab :

Billing :

Worklog :

Change Management :

Enhanced Survey - Some of the enhancements include, Option to :

Projects :

Service Catalog :

Integration :

Behaviour Changes :

Issues Fixed :

What's new in 9413?

(Released on: 10 Jan 2019)

Features

Issues Fixed

What's new in 9412?

(Released on: 13 Dec 2018)

Features

Issues Fixed

What's new in 9411?

(Released on: 28 Nov 2018)

Issues Fixed

What's new in 9410?

(Released on: 19 Nov 2018)

Features

Billing Enhancements:

Account Details Enhancements:

Other Enhancements:

Integration Enhancements

Integration with Salesforce CRM:

CTI Enhancements

Xero Enhancements

Integration with AD Manager Plus

Introducing ServiceDesk Plus MSP integration with AD Manager Plus.With this integration, the administrators can,

Endpoint Central (formerly Desktop Central) - MSP Integration Enhancements

Third Party Integrations page is revamped for better visibility.

Issues Fixed :

What's new in 9409?

(Released on: 14 Sep 2018)

Issues Fixed

What's new in 9408?

(Released on: 27 Aug 2018)

Features

Issues Fixed :

What's new in 9407?

(Released on: 10 Aug 2018)

Issues Fixed :

What's new in 9406?

(Released on: 25 July 2018)

Features :

Behaviour changed :

Issues Fixed :

What's new in 9405?

(Released on: 08 June 2018)

Features :

Issues Fixed :

What's new in 9404?

(Released on: 17 May 2018)

Features :

Issues Fixed :

What's new in 9403?

(Released on: 07 May 2018)

Features :

Issues Fixed :

What's new in 9402?

(Released on: 25 April 2018)

Issues Fixed :

What's new in 9401?

(Released on: 17 April 2018)

Issues Fixed :

What's new in 9400?

(Released on: 12 April 2018)

Framework changes :

MySQL support :

Issues Fixed :

9308

(Released on: 27 February 2018)

Enhancements :

Issues Fixed :

Behaviour changes :

9307

(Released on: 15 February 2018)

Enhancements :

Issues Fixed :

Behaviour changes :

9306

(Released on: 08 February 2018)

Enhancements :

Issues Fixed :

Behaviour changes :

9305

(Released on: 11 January 2018)

Enhancements :

Issues Fixed :

Behaviour changes :

9304

(Released on: 20 December 2017)

Enhancements :

Issues Fixed :

9303

(Released on: 4 December 2017)

New Features

Behaviour Changed :

Issues Fixed

9302

(Released on: 17 October 2017)

Issues Fixed

9301

(Released on: 27 September 2017)

New Features

Integration:

Billing:

Requests:

Changes:

Projects:

Admin:

Behaviour Changed

In an SSO-enabled environment, the Keep me signed in option will be unavailable.

Issues Fixed:

9300

(Released on: 16 August 2017)

New features

Project templates.

Create new projects for accounts by choosing from predefined templates. Organize project workflows by defining milestones, tasks, and sub-tasks within templates.

Customizable dashboards.

Add, edit, remove, restore, resize, and rearrange widgets, control access to dadhboards with privacy settings, create private, shared, and managerial dashboards.

Custom schedules.

Perform customized actions periodically, or just once, through custom scripts.

Job sheet customizer.

Record all customer request details customized job sheet templates, and print out job sheets easily. Check the history of requests instantly to get approvals from clients quickly.

QuickBooks Online integration.

Sync accounts with QuickBooks Online and create invoices for specific requests. Track your income and cash flow.

  • Access bills generated in Zoho Books from ServiceDesk Plus MSP.
  • Technicians can mark their availability as "online" or "offline" on their homepage.
  • Add up to 50 additional fields to service requests.

Issues Fixed

ServiceDesk Plus - MSP 9210 (Released on: 21 June 2017)

Issues Fixed

ServiceDesk Plus - MSP 9209 (Released on: 29 May 2017)

Features

Issues Fixed

ServiceDesk Plus - MSP 9208 (Released on: 11 May, 2017)

Features

Issues Fixed

ServiceDesk Plus - MSP 9207 (Released on: 30 March, 2017)

Issues Fixed

ServiceDesk Plus - MSP 9206 (Released on: 29 March, 2017)

Issues Fixed

Features

Behaviour changed

ServiceDesk Plus - MSP 9205 (Released on: 28 February, 2017)

Issues Fixed

Features

ServiceDesk Plus - MSP 9204 (Released on: 18 January, 2017)

Issues Fixed

ServiceDesk Plus - MSP 9203 (Released on: 12 January, 2017)

Enhancements

Issues Fixed

ServiceDesk Plus - MSP 9202 (Released on: 5 December, 2016)

Enhancements

Behaviour Changed

Issues Fixed

ServiceDesk Plus - MSP 9201 (Released on: 3 November, 2016)

Issues Fixed

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

Enhancements

Issues Fixed

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

Issues Fixed

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

Enhancements

Issues Fixed

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

Enhancements

Issues Fixed

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

Enhancements

Issues Fixed

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

Enhancements

Issues Fixed

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

Enhancements

Issues Fixed

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

Issues Fixed

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

Issues Fixed

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

Enhancement

Request:

Problem:

Change:

Solution:

Projects:

Assets:

Admin:

Tasks:

My Home:

General:

Purchase:

Service Catalog:

Integration:

API:

Issues Fixed

What's new in ServiceDesk Plus - MSP 8316?

Enhancements

Issues Fixed

What's new in ServiceDesk Plus - MSP 8315?

Issues Fixed

What's new in ServiceDesk Plus - MSP 8314?

Enhancements

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8313 ?

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8312 ?

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8311 ?

Issues Fixed

What's new in ServiceDesk Plus - MSP 8310?

Enhancements

Issue Fixed

What's new in ServiceDesk Plus - MSP 8309?

Enhancements

Issue Fixed

What's new in ServiceDesk Plus - MSP 8308?

Enhancements

Issue Fixed

What's new in ServiceDesk Plus - MSP 8307?

Enhancements

Issue Fixed

What's new in ServiceDesk Plus - MSP 8306?

Issue Fixed

What's new in ServiceDesk Plus - MSP 8305?

Enhancements

What's new in ServiceDesk Plus - MSP 8304?

Enhancements

What's new in ServiceDesk Plus - MSP 8303?

Issue Fixed

What's new in ServiceDesk Plus - MSP 8302?

Enhancements

Issues Fixed

What's new in ServiceDesk Plus - MSP 8301?

Enhancements

Issues Fixed

What's new in ServiceDesk Plus - MSP 8300?

Major Enhancements

QuickBooks integration

ServiceDesk Plus - MSP now provides out-of-the-box integration with QuickBooks:

Criteria based billing

Your bill, your rules. Charge for requests from an account in multiple ways:

CTI Integration

CTI support for Asterisk and Avaya

iPhone push notification

Send the following push notifications to iPhone app

Minor Enhancements

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8211?

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8210?

Issues Fixed

Enhancements Made

What's new in ServiceDesk Plus - MSP build 8209?

Issues Fixed

Enhancements made

What's new in ServiceDesk Plus - MSP build 8208?

IT360 Integration

What's new in ServiceDesk Plus - MSP build 8207?

Issues Fixed

Enhancements made

What's new in ServiceDesk Plus - MSP build 8206?

Issues Fixed

Enhancements made

What's new in ServiceDesk Plus - MSP build 8205?

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8204?

Enhancements made

Third-party integration

What's new in ServiceDesk Plus - MSP build 8203?

Enhancements made

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8202?

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8201?

Issues Fixed

Features in ServiceDesk Plus - MSP 8.2 (8200)

Project Management

You can now manage your Projects with ServiceDesk Plus - MSP. With Project Management you can:

Configuration Management Database (CMDB)

The CMDB provides a complete view of the business critical CIs, their relationships with other CIs and the business impact caused due to malfunction of a CI.

UI Enhancements

Service Catalog Enhancements

REST API Enhancements

Translations

Requests Enhancements

Assets Enhancement

DC Integration Enhancements

Tasks enhancements

Roles Enhancements

Other Enhancements

Issues Fixed

What's new in ServiceDesk Plus - MSP

What's new in ServiceDesk Plus - MSP build 8211?

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8210?

Issues Fixed

Enhancements Made

What's new in ServiceDesk Plus - MSP build 8209?

Issues Fixed

Enhancements made
  • MSPSDP-6673 & MSPSDP-6842: Support for LDAP authentication in iOS and Android apps
  • MSPSDP-6782: Send notification to a group when a request is updated
  • MSPSDP-6848: If account based URL is not used, option to show only MSP's domains

What's new in ServiceDesk Plus - MSP build 8208?

IT360 Integration

What's new in ServiceDesk Plus - MSP build 8207?

Issues Fixed

  • MSPSDP-5310: Average values are not displayed as exact float values in Reports
  • MSPSDP-6650: Work log total cost does not reflect for few technicians in worklog and bill generated
  • MSPSDP-6701: Warning message shown wrongly when request closing rule is executed
  • MSPSDP-6727: Save and AddNew WorkLog not working
  • MSPSDP-6728: Enabling Notification rule for a single Account is reflecting for AllAccounts in Professional Edition
  • MSPSDP-6730: If all the worklog(s) in a request is Non-Billable, then the bill can not be generated due to an exception
  • MSPSDP-6761: Technicians are not populated automatically when adding worklogs
  • MSPSDP-6773: In Chrome, Notes are missing in request detailed view

Enhancements made

  • Account Manager:
    • Able to view all requests,problems,changes and assets created in his account
    • Option to shedule or run reports
  • Option to create custom filter for viewing requests
  • MSPSDP-2980: Worklog description field size increased
  • MSPSDP-5142: MSP address and Account address are included in the billing report
  • MSPSDP-6768: Option to disable auto-fill of start time and end time when adding worklogs
  • MSPSDP-6476: WorkLog Additional cost: Option to pre-register WorkLog Additional cost items that can be used in Billing enabled Request's WorkLog Additional cost
  • MSPSDP-6812: Option to schedule a status change from on-hold to in-progress through on-hold schedule

What's new in ServiceDesk Plus - MSP build 8206?

Issues Fixed

  • MSPSDP-6644: SLA escalation flag is not set if 'Escalate Before' is configured
  • MSPSDP-6658: Merging of requests does not work in 8205
  • MSPSDP-6677: Email fetching stops in certain cases
  • MSPSDP-6696: Applying service pack fails on some Linux machines

Enhancements made

  • MSPSDP-6647: Technician can obtain a 'sign off' from a requester using the iPhone App
  • MSPSDP-6653: Start Time and End Time will be auto-filled when adding worklogs

What's new in ServiceDesk Plus - MSP build 8205?

Issues Fixed

  • Upgrade to 8204 failed in certain cases

What's new in ServiceDesk Plus - MSP build 8204?

Enhancements made

  • MSPSDP-3459: Ability to share an MSP domain with other accounts
  • Notifications displayed to a technician on the web application UI for:
    • Request assigned to technician
    • Requester replies to a ticket assigned to technician
    • Request submitted to technician for approval
    • Task assigned to technician
    • Notes added to a request assigned to technician
    • A request sent for approval by a technician is approved/rejected

Third-party integration

  • The above notification events can trigger third-party scripts/java code

What's new in ServiceDesk Plus - MSP build 8203?

Enhancements made

  • MSPSDP-4560: Customizable Mail Sender name for each account
  • MSPSDP-6548: Ability to customize Reply Templates
  • MSPSDP-6556: Account Additional Fields in Standard/Professional editions
  • MSPSDP-6576: Ability to view table schema dynamically

Issues Fixed

  • MSPSDP-6541: All Account's tasks are shown in MSP Preventive Maintenance tasks' list view
  • MSPSDP-6543: Total Time Taken shown in Work Log List view is incorrect
  • MSPSDP-6544: Unable to Zero out technician charges while adding a Work Log
  • MSPSDP-6553: Users are imported without site from Active Directory in certain scenarios
  • MSPSDP-6558: MSP Requester with 'Project Admin' role unable to add a project
  • MSPSDP-6559: Unable to send email from the application in certain scenarios
  • MSPSDP-6560: Unable to login through iPhoneApp when any of the Account's name has single quote
  • MSPSDP-6574: Table Schema not updated for Project and Task modules
  • MSPSDP-6577: Unable to view request's resolution in certain scenarios

What's new in ServiceDesk Plus - MSP build 8202?

Issues Fixed

  • MSPSDP-6215: Unable to create account through Servlet API
  • MSPSDP-6266: Certain aggregate functions in query reports do not work in postgres DB
  • MSPSDP-6489: Service categories are not sorted in new request form
  • MSPSDP-6517: Cannot add attachments while creating an account
  • MSPSDP-6521: While importing requests through XLS, completed date is always imported as current time
  • MSPSDP-6527: Sender name is sent wrongly in notification emails
  • MSPSDP-6532: Users are unable to login using 'Local Authentication' when 'AD Authentication' is enabled
  • MSPSDP-6535: Assign technician pop up does not close after assigning a tech in request detailed view
  • MSPSDP-6537: Technicians are unable to login from iPhone app using 'Local Authentication'

What's new in ServiceDesk Plus - MSP build 8201?

Issues Fixed

  • MSPSDP-6519: Unable to add / edit purchase orders in some cases after upgrading from 8106
  • MSPSDP-6524: Upgrade from 8106 fails in some cases when database is installed on an external server

Features in ServiceDesk Plus - MSP 8.2 (8200)

Project Management

You can now manage your Projects with ServiceDesk Plus - MSP. With Project Management you can:

  • Configure and manage Projects for individual Accounts
  • Create Milestones and track the progress of a Project
  • Create tasks and track the time spent on tasks involved in a Project
  • Configure custom colours for Project status

Configuration Management Database (CMDB)

The CMDB provides a complete view of the business critical CIs, their relationships with other CIs and the business impact caused due to malfunction of a CI.

  • Define various Configuration Item Types (CI Types) and Relationship Types
  • Create Parent - Child hierarchy for CI Types
  • Define attributes and relationships for each CI Type. The Child CI Type will inherit the attributes and relationships configured for the Parent CI Type
  • Configure Relationships between the CIs. The relationships can have relationship attributes
  • Account is now a CI Type. Add relationships between an Account and its dependencies
  • Visualization map providing a detailed view of the CI relationships which will help in identifying the dependencies and impact of CIs before performing any changes or in case of any problems
  • View the pending requests, problems and changes raised for Assets, Business Service or IT Service from the relationship map
  • Localize or Modify the names of default CI Types, Product Types and CI Relationship Types

UI Enhancements

  • Account based themes: Configure different top header background, tab color, LHS and RHS section headers and their font colors for individual accounts
  • Floating actions bar: Actions bar stays at the top of the page. So, you need not scroll-up to perform any actions

Service Catalog Enhancements

  • Multi-level approval stages for service requests
  • Support for request approvers to be shown with approval information of other service request approvers
  • Option to display Approvals tab (in the Requests module) for Requesters
  • The 'Agreed upon time' (SLA) for a service request would be displayed to the requesters before creating the Service Request
  • Ability to select a requester to edit and fill-in the required information for a service request

REST API Enhancements

  • Request:
    • Assign Request
    • Pickup Request
    • Reply Request
    • GET Requests
    • GET Notification
    • GET Notifications
    • GET Conversation
    • GET All Conversations
    • Add Attachment
    • Add, Edit and Get Resolution
  • Sites:
    • GET All Sites
  • Technician:
    • GET All Technicians
  • Admin:
    • GET and GET All operations for various configurations viz. - Status, Level, Impact, Urgency, Priority, Category, Subcategory, Item, Request template.

Translations

  • Support to translate the display text from the application client

Requests Enhancements

  • Import Incident Requests from XLS
  • Convert Incident Request to Service Request
  • Ability to mark first response while adding a work log
  • Earlier when a request is assigned or pickedup by two or more technicians at the same time, the latest technician would be saved. Now, in such cases, a dialog box indicating the conflict requests would be displayed based on which the technician can decide whether to assign/pickup or cancel the operation
  • Requests created through emails and conversation will now show the To and CC fields in the request details page
  • Resolved time of a request will set when request is moved to resolved status. Timespent will be calculated when a request is moved to resolved or closed status
  • Support to add inline images or paste images from Clipboard while replying / forwarding to a request
  • Support to show the request link information in the request list view itself
  • Inclusion of Group and Technician in the Archived Requests exclusion criteria
  • Ability to associate the change due to which a request was created from the Request details page
  • Option to add attachments from the Actions menu in the requests details page
  • Inclusion of a new field to track the last updated time of the request. This field will be set when a request is updated, or when a note is added to the request, or when a reply sent by the technician
  • Support to search requests based on service request common additional fields

Assets Enhancement

  • Asset Depreciation
    • Calculate the depreciation of assets and components
    • Provide four methods viz. declining balance, double declining balance, straight line and Sum of the Years digits - to calculate asset depreciation
  • Ability to perform remote control using other tools like Windows Remote Desktop, VNC, Team Planner, DameWare etc.,
  • Ability to scan the VM Host machines and also determines the VMs running on the host
  • While scanning MS SQL server software from the machine, the edition of the software is also fetched
  • Support for sending notification to user(s) upon installation of prohibited software
  • Support to enable or disable the Scan option (permission to scan workstations from the workstation details page) while creating/editing a role
  • Date fields in all the Asset forms can be edited manually without choosing the calendar
  • Option provided for additional comments while changing the state of assets or assigning it to a user/department
  • Scan script for Mac machines
  • RAM frequency in Windows OS is fetched during workstation scan
  • Users configured in a workstation will be fetched and listed in 'System' tab of workstation details page

DC Integration Enhancements

  • Execute scripts from ServiceDesk Plus - MSP to ManageEngine Endpoint Central (formerly Desktop Central)
  • Mobile devices information scanned in ManageEngine Endpoint Central (formerly Desktop Central) can be accessed from ServiceDesk Plus - MSP web client
  • Technicians can initiate chat session to Requester through Chat feature available in ManageEngine Endpoint Central (formerly Desktop Central) (DC version 80238 and above). Also, the chat conversation can be added as note or as resolution or can be created as a new ticket
  • Mobile Devices (IPhone and IPad) once scanned through ManageEngine DesktopCentral can be pushed to ServiceDesk Plus - MSP and these devices would be added as assets in ServiceDesk Plus - MSP under product types - Smart Phone and Tablet

Tasks enhancements

  • Task count will be shown in Request list view and Request count will be shown in Task list view
  • In Request list view, ability to view whether a Request has tasks and details of tasks for the Request
  • In Request list view a new filter 'My Pending Requests or Tasks' has been added. This will list Requests that are pending for the technician or Requests with in which task is pending for the technician
  • Technician role scoping will be applied when viewing Tasks from Home section. If the technician has restricted role (Site restriction, Group restriction, Assigned to self), then Tasks allowed for the technician role alone will be shown in Home Tasks section
  • Separate Tab introduced for Task notification in 'Admin > Notification Rules' and some new task notifications were included
  • Introduced 'Task Types' under Admin > HelpDesk. Task Types can be configured along with color code
  • Ability to include the 'Associated Entity Id', 'Associated Entity Owner', 'Associated Entity Title, 'Associated Entity Link' & 'Associated Entity Module' in Task Notifications template
  • MSPSDP - 5279: Work logs can be added for Tasks
  • Ability to generate reports for 'Tasks'
  • Task's History will be shown in task details page

Roles Enhancements

  • Technicians can be restricted to edit 'Closed' tickets by assigning them a new restriction permission 'Editing Closed Requests' in the roles section
  • Technicians can be restricted to delete notes by assigning them a new restriction permission 'Edit / Delete own notes' in the roles section
  • Non-Admin technicians can also create query report by enabling fine grained authorization check "Create Query Report" while adding or editing a role

Other Enhancements

  • Self-Service Portal Settings:
    • Option to combine and display the Incident Templates and Service Request Templates under Request Catalog in Self-Service Portal
    • MSPSDP-3388: Option to disable the default request template for requesters
    • Option to include a static HTML file in the Self-Service Portal
    • Option to configure 'Number of retries' and 'Lock for' time period when users enter incorrect password
  • Import contracts from XLS
  • Apart from selecting technicians for contract expiry notification, you can also configure E-mail IDs to be notified before the contract expires
  • Option to send multiple expiry notifications for a contract
  • Multi level approval support in Purchase Order
  • Option to add attachments for Purchase Orders without editing the PO
  • Service tags can be imported while receiving workstations/servers in Purchase Order
  • Change technicians to requesters
  • Support to paste images from Clipboard to the Rich text area
  • In scheduled backup configuration section, an option is included to configure deleting scheduled backup data
  • File attachments can now be stored in other drives in the server machine instead of the default path. The path can be configured in "Admin -> Self Service Portal Settings -> Path for attachments"
  • Option to copy the Service Templates is available. Which helps technicians to create new Service Templates quickly from the existing templates
  • Product,Product Type, Serial Number and Site info will be shown on list view in 'Select Assets' popup while assigning assets to incident Support to paste images from Clipboard to the Rich text area
  • Option to import selected users from the Active Directory based on login name of the user
  • Feature to show Incident / Service Request templates for technician, based on the support groups associated to the templates and technicians.If no support group is associated to templates, then it will be shown to all the technicians
  • Leave Types can be denoted with the help of color codes
  • Support to access Self-Service Portal (for requesters) from Mobile Client
  • Support to access application from iPad browser client
  • Right to left support rendered in the browser for languages such as Arabic, Hebrew and so on
  • MSPSDP-5039: Ability to configure 'Account' as a criteria while creating custom views for request list view
  • MSPSDP-5883: Ability to hide the 'Contract Usage' icon from the new incident form

Issues Fixed

  • MSPSDP-5089: Non-Admin technician cannot view Archived Requests list view
  • MSPSDP-5802: Cannot navigate to more than 25 records in Preventive Maintenance Tasks list view
  • MSPSDP-5864: UI is broken when certain Request links are clicked from Dashboard
  • MSPSDP-6099: Removing the SLA from a service template also removes the Accounts associated with the service
  • MSPSDP-6247: In professional edition, service categories are not listed once account is selected
  • MSPSDP-6250: Service Catalog 'Quick links' on the header does not show any data in certain scenarios
  • MSPSDP-6291: While creating a new incident, associated Group of the template gets reset after choosing a requester name
  • MSPSDP-6461: If a notification is sent for an asset contract, even if the contract is edited again to send the notification, notification is not sent

What's new in ServiceDesk Plus - MSP build 8106?

Enhancements Made

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8105?

New Feature :

Integrate ManageEngine Endpoint Central (formerly Desktop Central) MSP with ServiceDesk Plus MSP to manage your mobile devices. MDM allows your to Configure, Manage Apps, Monitor and Secure your mobile devices.

Benefits of Integration :

Enhancements Made

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8104?

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8103?

Enhancements made

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8102?

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8101?

Enhancements made

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8.1? (Build Number 8100)

Features in ServiceDesk Plus - MSP 8.1 (8100)

Billing Module

You can now automate your billing process. With Billing Module you can:

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8.1? (Build Number 8100)

Features in ServiceDesk Plus - MSP 8.1 (8100)

Billing Module

You can now automate your billing process. With Billing Module you can:

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8004? (Build Number 8004)

Enhancements made

Issues Fixed

What's new in ServiceDesk Plus - MSP build 8003? (Build Number 8003)

Issue fixed

What's new in ServiceDesk Plus - MSP 8.0? (Build Number 8002)

Issue fixed

What's new in ServiceDesk Plus - MSP 8.0? (Build Number 8001)

Issue fixed

What's new in ServiceDesk Plus - MSP 8.0? (Build Number 8000)

Service catalog

Service catalog is the list of services that you provide to your accounts. With the service catalog module, you can:

Technician auto-assign

User groups

Group requesters in your account to different user groups allowing you fine-grained control over the following modules:

Agent based scanning

Integrate with Endpoint Central (formerly Desktop Central) MSP

Endpoint Central (formerly Desktop Central) allows you to manage desktops and perform operations such as:

Other enhancements

Behavioral changes

Issue fixed