ServiceDesk Plus MSP ReadMe

Framework Upgrade :

• SDPMSP-19750: Jquery validation JAR upgraded to 1.19.5.
• SDPMSP-19750: Jquery UI upgraded to version 1.13.2.
• SDPMSP-19752: Jquery upgraded to 3.6.0.

Behavior Changes :

• SDPMSP-19501: Email addresses mentioned in Email ID(s) To Notify field will be encrypted in requests module, archived requests, and maintenance module. Data fetched from this field will be masked in query reports.
• SDPMSP-19505: Limitations:
  • In the request list view, the number of records displayed per page has been changed; the minimum count will be 10 and the maximum count will be 100.
  • In the request list view, the maximum number of columns that can be selected using the column chooser will now be 40.
  • In the request list view, bulk edit support will now be limited to 100 requests.
  • The maximum number of columns that can be selected for the request left panel on the request details page will now be 25.
  • In the GET_ ALL API endpoint, the number of fields supported inside group_by is increased to 10.
• SDPMSP-19506: Post upgrade to 14000 build, basic authentication will no longer be supported for Office365 mailbox
  For continued service, we recommend users to reconfigure mail servers with OAuth authentication.
• SDPMSP-19575: HelpdeskConfig technicians will be restricted to access only their allowed accounts in the maintenance module.
• SDPMSP-19749: Only technicians with view permission to the asset module can access the Assets belonging to <username> pop-up.
• SDPMSP-19774: CIID to AssetID Migration:
  • Asset association to a request will no more be mapped to the CIID. Instead, it will be mapped to the ASSETID. Click here to see all behavior changes.
• Dashboard
  • Support for using different filters and charts across dashboards that contain the same widgets.
  • Removed the move to request list option from the filtered task list view.
  • When the requests list view is accessed from dashboard widgets, the corresponding filter criteria applied to the request list view will no longer be shown in the inline search.
• Support for older version of V3 API for Tasks and Worklogs is deprecated. To use the latest format of the API, add the accept header "application/vnd.manageengine.sdp.v3+json" to the API URL. To know more about the difference between the V3 API old format and the new format, see Tasks and Worklogs.
• Requests:
  • Request global search can be performed only when Lucene is enabled.
  • Refresh frequency is now moved under the List Settings.
  • Added the "Has linked requests" column in exports that shows the presence of linked requests using boolean values.
  • In the column chooser, reordering and disabling the Select Box option is no longer supported.
  • The column search no longer supports the "null" keyword and regex expressions.
  • The classic view no longer supports basic search.
  • Request custom view filter name and request count will no longer be shown in the task list view.
  • When exporting requests, the ordering of columns in the list view will not be retained.
  • When exporting requests, the request ID column will now be included by default.
  • The following changes are applicable for column names in exports:
    • ID is now Request ID
    • Requester Name is now Requester
    • Assigned To is now Technician
    • DueBy is now DueBy Date
    • Service Catalog is now Is Service Request
    • Overdue is now Is SLA Violated
    • On-Behalf-Of is now On behalf of
    • Response DueBy is now Response DueBy Time
    • Template Name is now Template
  • The following UI labels have been renamed :
    • 'FCR' is now 'Is FCR'
    • 'First Response Overdue Status' is now 'Is First Response Over Due'
    • 'ReOpened' is now 'Is Reopened ticket'
    • 'Overdue Status' is now 'Is SLA Violated'
    • 'Request Shared' is now 'Is Shared'
• Preventive Maintenance Tasks:
  • Due to the introduction of Maintenance module, there are a few behavior changes in preventive maintenance tasks. Click here to learn more.

Enhancements :

• SDPMSP-11931: In-App Notifications for Technicians
  • Introducing In-app notifications to alert technicians about their request events while they are using the application. Click here to learn more.
• SDPMSP-14455: Request Timer Actions
  • Introducing timer actions to trigger time-delayed custom actions on requests. You can configure timer actions under Admin > Automation > Request Timer Actions.
  • You can use During Rules and After Rules to execute custom actions at specific delayed time.

  Click here to learn more.

• SDPMSP-15086: Need More Info during Approval
  • Approvers can now inquire for clarification before recording their approval decisions for incident and service requests. Users can preview and follow up the clarifications from the My Approvals widget in Home page.
  • The various exchanges between the approver and the requester will be grouped and displayed in a read-only format under the Approvals tab in the request details page.
    • Technicians can provide clarification for their requests from the My Summary widget on the Home page.
    • Requesters can use the My Request Summary widget to provide clarification.

  Click here to learn more.

• SDPMSP-18579, 16116: SAML now supports additional attributes that are used to create a detailed user profile for dynamic users. You can also use additional attributes to add dynamic users logging in via email and user principal name (UPN).

  Click here to learn more.

• SDPMSP-19052: Custom Filter Enhancements
  • Introducing Advanced Filter in Requests to perform custom search based on predefined conditions and save them for later use.

  Click here to learn more.

• SDPMSP-19370: Forgot Password Enhancements
  • Account-based customization such as login page logo and image will be applied to the Forgot Password page.
  • You can now enable or disable password recovery using the forgot password option under Admin > Security Settings.

  Behaviour Changes

  • In the service login details notification, a password reset link will be sent instead of actual passwords.
  • Retry lock duration is now standardized and will not be configurable in the UI.
  • Reset link expiry duration is now standardized and will not be configurable in UI.
• SDPMSP-19382: Technicians Personalized Color Settings
  • Administrators can now allow technicians to personalize the color settings applied in the list/classic view of requests and changes.
• SDPMSP-19423: Reports Micro Feature
  • Introducing options to export reports without header. You can configure the settings from Reports > Custom Settings.
  • You can now schedule multiple reports under Reports > New Report > Schedule Report.
  • You can now save the edited custom report as a new report using the Save report as option.
  • You can now export, schedule, and mail reports in the XLSX format. You can also export requests, purchases, and software in the XLSX format.
  • A new notification rule "Notify technician and other SDAdmins when an SDAdmin edits/deletes another technician's schedules/reports." is added under Admin > Automation > Notification Rules > Reports.

    Click here to learn more.

  • Support for Account and Site columns in the scheduled reports list view.
  • Query Report API now supports account and site values when executing a query or executing query report. (Refer to API doc tool for more details)
  • Both account-specific reports and common reports will now be listed in scheduled reports list view when a specific account is selected.
• SDPMSP-19480: Security Meter
  • Monitor and gauge how effectively you have configured various built-in application security features using the security meter. To access the security meter, go to Admin > General Settings > Security Settings. The security meter provides the following:
    • A security score in percentage.
    • A security level classification based on the security score: unsecured, weak security, moderate security, and highly secure.
    • An option to view and manage the list of available security features.
• SDPMSP-19490: Drill-down Analysis for Requests
  • You can now perform drill-down analysis on requests from the reports module.
  • A tree structure for requests will be generated based on the criteria (Created Date, Responded Date, DueBy Date, and Completed Date) along with time period.
  • Use the drill-down analysis URL to share with other technicians.
• SDPMSP-19491: Advanced Customization for Requester Home Page

  SDAdmins can now customize the self-service portal's home page using advanced options such as panels, buttons, snippets, widgets, etc using predefined or custom templates.

  Note

  • For fresh installations with build 14000 or newer, the advanced customization replaces the basic customization.
  • For installations migrated to 14000, the existing basic customization will be accessible only if a customized home page is already configured. If the advanced customization options are used to create a new home page, the existing basic customization will be removed.
• SDPMSP-19492: Custom Views and Advanced Search:

  Existing custom views will not be migrated in the following cases, and an email notification will be sent to users configured in the Send e-mail when an Application Error Occurs notification rule:

  Note

  • Existing custom views will not be migrated in the following cases, and an email notification will be sent to users configured in the Send e-mail when an Application Error Occurs notification rule:
    • Custom view criteria are based on additional fields that no longer exist or contain Description or Resolution field.
    • Exceptions occurred during the migration process
  • The maximum number of criteria allowed in Custom Views and Advanced Search is now 10.
  • Custom views will now be shown in the merge and link request pop-up list views accessed from the request details page.
  • Criteria in Custom Views and Advanced Search now support additional fields and sub-fields.
  • Support for nesting criteria in Custom Views and Advanced Search.
  • Added an option to preview custom views.
  • The custom view filter applied to the request list view will also be applied to the merge and link request pop-up list views accessed from the request details page.
  • When the criteria "is not" and "not contains" are chosen for a request field in Custom Views or Advanced Search, requests that do not contain those fields will also get listed. To prevent this, adding "is not empty" criteria is recommended.
  • The Description and Resolution fields are no longer supported in Custom Views. However, these fields continue to be supported in search.
  • Custom views created by admins will now be private by default.
  • Technicians can now view public custom view filters.
  • Using the same name for different custom view filters is no longer supported.
  • Filters in Advanced Search will no longer be retained. Previously configured filters will now be saved as custom views individually.
  • Inactive users will no longer be listed in the criteria fields of Advanced Search or Custom Views. However, you can use sub-criteria fields to search for specific inactive users.
  • The criteria fields in Advanced Search and Custom Views will no longer support time values but only show dates.
  • The Show groups in Request List filters option has been removed from Admin > General Settings > Advanced Portal Settings. The default group-based filters will no longer be available in request custom view filters.

  Click here to know more for more behaviour changes

• SDPMSP-19493: Problem Custom Trigger and Problem Custom Function
  • Admins can now configure problem custom triggers to automatically trigger actions on a problem by executing a script file, a custom function, or send email/SMS notifications.
  • Problem custom triggers can be configured under Admin > Automation > Custom Triggers > Problem. Click here to learn more.
  • You can use problem custom functions to manipulate data in SDP-MSP and execute custom actions.

  Click here to know more for more behaviour changes

• SDPMSP-19494: You can now configure criteria based on date fields for custom triggers and request life cycle.
• SDPMSP-19495: Showing Dynamic Notifications as Desktop Notifications
  • Desktop notification notifies users about the events in the application even if they are working on different applications.
  • To enable desktop notification, application must run in the HTTPS mode. Click the LOCK icon on your browser's URL and select Site settings > Notification > Allow.
• SDPMSP-19498: Font Customization
  • You can now use custom/third-party fonts in ServiceDesk Plus. You can either add fonts that are already included in your operating system or upload new fonts via font files in the supported formats.

  Click here to learn more.

• SDPMSP-19500: Global Configuration for Time Zone, Date Format, Time Format:
  • Use a global configuration for changing the time zone, date format, time format for all users.
• SDPMSP-19502: Microsoft Teams Enhancements
  • Administrators can now create custom commands and execute actions in Microsoft Teams right from the ServiceDesk Plus MSP bot.
  • The support groups in ServiceDesk Plus MSP can be mapped with the respective Teams channels. When requests are assigned to support groups, the bot will trigger notifications in the mapped channel.

  Click here to learn more.

• SDPMSP-19503: Maintenance Module :

  Create, view, and manage maintenance related requests in your organization from under a new module Maintenance.

  • View upcoming maintenance schedules and plan ahead.
  • Track maintenance using the History tab.
  • Suspend or resume maintenance when required.
  • Use the table and classic view to search and sort quicker.
  • Use the details page to view complete information of the maintenance.

  Click here to learn more.

• SDPMSP-19504: Add more details while creating a request from Zia
  • Users can now add vital details such as subject, description, and mandatory fields while raising a request from the Zia bot.

  Click here to learn more.

• SDPMSP-19516: Trial license over the production setup
  • Customers can now avail a free trial license to check out the latest features and functionalities of ServiceDesk Plus MSP. The trial license is valid for one month and can be used only once.
• SDPMSP-19523: Problem Module - Standard license add-on
  • Problems module is now available as an add-on for standard edition.
• SDPMSP-17527: Telephony Integration Enhancements
  • Automated Request from Missed Calls
    • Option to create requests automatically when a technician misses a call. This option is available under the Settings tab on the telephony server settings page.
  • Telephony Logs
    • Telephony integration allows you to access the details of all incoming and outgoing telephone calls. For each call entry, you can find details such as the caller name, caller number, receiver name, receiver number, call type, time of call, and call duration. You can also create a request when a call to a technician is unanswered. Telephony logs can be accessed from under the Telephony Logs tab on the telephony server settings page. Alternatively, you can also access it by clicking the Call Logs icon on the bottom-right corner.

  Click here to learn more.

• SDPMSP-19531: Custom Trigger Enhancements
  • Custom triggers can now be applied when requests are moved to trash.
• SDPMSP-19537: Task Dependency Enhancement
  • Introducing task dependency mapping in Projects
  • The UI for task dependency mapping is revamped for better user experience.
  • API support added for task dependencies.
• SDPMSP-19741: Custom Actions Enhancements

  You can now configure the following custom actions in request custom triggers and request timer actions.

  If-If Actions : If-If action allows you to execute multiple actions on a request when the specified criteria are met.

  If-Else Actions : You can use If-Else action to execute an action if a criteria is met and an alternate action if the criteria is not satisfied.

  Click here to learn more.

• SDPMSP-19742: Calendar Revamp
  • Added a redesigned calendar for date and time fields across the application.
  • You can now enter time values manually in the date and time fields.
• SDPMSP-19743: ME Integration Revamp
• SDPMSP-19747: UI Enhancements
  • Introducing Puvi font (version 4.0) in ServiceDesk Plus MSP under layout personalization, theme settings, text editor, and form customization.
  • UI revamped for better user experience in the following entities: login details banner, confirmation dialog, scroll bars, checkbox, radio buttons, and Add/Edit form buttons.

  Note : The scroll bar UI revamp will not reflect in Mac devices.

• SDPMSP-19748: Enable Dark Mode / Night Mode :
  • Introducing Night Mode in ServiceDesk Plus MSP that allows users to darken their application's screen. Night Mode is user and instance specific.
• SDPMSP-19749: Only technicians with view permission to the asset module can access the Assets belonging to <username> pop-up.

Issues Fixed :

• SDPMSP-13461 : Account managers are not able to update the requester when editing requests.
• SDPMSP-14376 : The Existing requests option is not showing up in the chat window for requesters.
• SDPMSP-15091, 19603 : Page crashes after saving a new or an existing request template in some scenarios.
• SDPMSP-15177 : Technician Auto Assign is not working if the Account criteria value is None.
• SDPMSP-15201 : Category, subcategory, and item field values are not getting reset when the site is changed while changing the request's account.
• SDPMSP-15252 : Group field value configured in the request template is not shown in preview mode.
• SDPMSP-16044 : Username is sent in the URLs when authenticating using SAML.
• SDPMSP-16662 : Asset tag is not getting populated while adding the assets using CMDB API.
• SDPMSP-17086 : Request Advanced Search page is reloading in some scenarios.
• SDPMSP-18121 : Discrepancy in font size when content is copied to an editor in the application from an external webpage.
• SDPMSP-18569 : Unable to edit request properties on the right panel when one of the allowed technicians is locked out or blocked.
• SDPMSP-19001 : The Collapse the login form by default option is not working in SAML.
• SDPMSP-19048 : An authorization error occurs in the Approval and Conversations tabs of the change details page.
• SDPMSP-19488 : Asset Financial details are shown in custom reports to users with Account Manager role due to improper authorization.
• SDPMSP-19634 : The Load more details option in workstation scan history is not working.
• SDPMSP-19665 : Privilege escalation vulnerability in query reports reported by Piotr Bazydlo (@chudypb) of Trend Micro's Zero Day Initiative.
• SDPMSP-19744 : When clicking the like or dislike button in Zia notifications for approvals and reopen requests, the rate limit exceeded notification is incorrectly sent to other logged-in technicians.
• SDPMSP-19817 : When error is thrown when accessing ServiceDesk Plus MSP 13000 builds via mobile browsers.
• SDPMSP-19822 : Page navigation in the work log list view is not working properly for technicians without the SDAdmin role.
• SDPMSP-19873 : Cab recommendation is not sent to the newly added cab members (In particular, the cab members added after saving the workflow).

Vulnerabilities Fixed :

• SDPMSP-19876: CVE-2023-22964 : Authentication bypass vulnerability in Active Directory/LDAP authentication.

Issues Fixed :

• SDPMSP-19836 : Requests scheduled in Preventive Maintenance tasks are not created when assigned with subcategory whose parent category is not associated with all accounts.

Vulnerability :

• SDPMSP-19481 : Asset Financial details are shown to users with Account Manager role due to improper authorization.
• SDPMSP-19559 : Denial of Service vulnerability while saving application settings.
• SDPMSP-19628 : Privilege escalation vulnerability in solution approval.
• SDPMSP-19644 : Privilege escalation vulnerability in the task list view reported by hir0ot
• SDPMSP-19673 : Stored XSS vulnerability when associating a service request with a purchase request.

Issues Fixed :

• SDPMSP-15493 : Multiline additional fields in job sheets are incorrectly rendered as single-line fields.
• SDPMSP-18085 : Unable to import the client-generated XML file in the standalone audit page.
• SDPMSP-18455 : When the End Time value of a request worklog is set to occur after the operational hours, the value is incorrectly getting reset to match the end time of operational hours if the corresponding request is associated with a charge-per-hour type contract
• SDPMSP-18726 : Unable to associate more than 100 accounts with a category.
• SDPMSP-18947 : MSP Account requester cannot approve or reject change requests to other accounts.
• SDPMSP-19150 : Performance issues in the application when the number of sites configured is large.
• SDPMSP-19381 : Domains are not getting listed when the login name is provided.
• SDPMSP-19472 : Script-based asset scan fails when the size of the client-generated XML is larger than 100 KB.
• SDPMSP-19497 : Add and update operations in Account V1 API are not working in some cases.
• SDPMSP-19542 : Unable to add technicians when the number of accounts exceeds 1500.
• SDPMSP-19547 : V1 Conversation APIs are not working after upgrading to build 10600.
• SDPMSP-19564 : Backups are failing in setups upgraded to build 13000 if the application is rebranded.
• SDPMSP-19566 : Restoration from backups fails in setups upgraded to build 13000 if the application is rebranded.
• SDPMSP-19608 : Account managers are unable to view all the changes created in their accounts.
• SDPMSP-19622 : Unable to delete sites when there are assets associated with the site.
• SDPMSP-19636 : Unable to import users through dynamic user addition and schedule AD sync if the domain is a shared domain.
• SDPMSP-19638 : Unable to delete an asset if it is synced via Endpoint Central.
• SDPMSP-19683 : Performance issues while adding problems if the number of sites configured is large.
• SDPMSP-19689 : Added additional connectivity-related exception messages relating to mail server configuration.
• SDPMSP-19706 : Unable to create a site with the same name as the account name using Site V3 API.
• SDPMSP-19720 : Approvals in old incident requests are not visible after migrating to build 13000.
• SDPMSP-19758 : Requests scheduled in Preventive Maintenance tasks are not created when the assigned category is not associated with all accounts.
• SDPMSP-19768 : Requests scheduled in Preventive Maintenance tasks are not created when the assigned service category is not associated with all accounts.

Framework Upgrade Information :

• SDPMSP-19485: Commons-Text JAR upgraded from 1.8.0 to 1.10.0.

Vulnerabilities Fixed :

• SDPMSP-19499: CVE-2022-47966 : Pre-Auth RCE vulnerability when SAML authentication is enabled.

Issues Fixed :

• SDPMSP-19701: Unable to login to the application using SAML in builds migrated to 13000 from 10610.

Limitations

• ManageEngine Applications Manager integration will not work
• Mobile app will not work

Vulnerabilities Fixed :

• SDPMSP-19876: CVE-2023-22964: Authentication bypass vulnerability in Active Directory/LDAP authentication .

Framework Upgrade Information :

• SDPMSP- 19499: CVE-2022-47966 : Pre-Auth RCE vulnerability when SAML authentication is enabled

Issues Fixed

• SDPMSP-15908: Potential XSS vulnerability in the login page.
• SDPMSP-17147: Unable to create timesheets during Daylight Saving Time (DST).
• SDPMSP-18090: Values of account additional fields are not shown correctly in the "/sdpapi/admin/account" API endpoint.
• SDPMSP-18130: Unable to delete an account if it contains a worklog.
• SDPMSP-18633: Unable to delete an account if it contains an archived request raised by a technician.
• SDPMSP-18635: Unable to edit workstations if its product type has been renamed.
• SDPMSP-18636: When mobile device data is updated to ServiceDesk Plus MSP via Desktop Central MSP integration, the corresponding Site value is getting overwritten.
• SDPMSP-18918: Unable to move a service request from one account to another account if it contains the Resource Info section.
• SDPMSP-19021: Request creation using API fails if an asset name is passed in the API call.
• SDPMSP-19037: Support groups are not listed correctly if the request template is changed or if the request type is changed from incident request to service request or vice-versa.
• SDPMSP-19149: Performance issue in the change list view and change details page.
• SDPMSP-19155: Issue with loading Approval mail window and sending system notifications.
• SDPMSP-19194: Service categories are not getting listed in forms used to add or edit requests based on the account.
• SDPMSP-19200: Unable to import account additional fields while importing accounts from a CSV file if the CMDB module is not enabled.
• SDPMSP-19215: CVE-2022-40773 Privilege escalation vulnerability when exporting requests from the request list view reported by Piotr Bazydlo (@chudypb) of Trend Micro's Zero Day Initiative.
• SDPMSP-19216: CVE-2022-40772 Privilege escalation vulnerability in query reports reported by Piotr Bazydlo (@chudypb) of Trend Micro's Zero Day Initiative.
• SDPMSP-19235: The My Approvals widget inadvertently disappears in some scenarios.

Issues Fixed

• SDPMSP-19012: Email separator content gets prepended to the current template content.

Enhancements

• SDPMSP-13172: Support for email reply separator in request conversations.
• SDPMSP-18848: Support for categorizing accounts using the support group's email address when an email is received from a new requester.

Issues Fixed

• SDPMSP-16166: Performance issue in the Solution module.
• SDPMSP-18570: Unable to update the Contract Name field using the Field Update action in the business rule if the length of the contract name exceeds 50 characters.
• SDPMSP-18726: Unable to associate more than 100 accounts with a category.
• SDPMSP-18762: The request details page crashes in some scenarios.
• SDPMSP-18774: If an incorrect password was provided on an account-based login page, the correct domain list is not shown subsequently.
• SDPMSP-18814: Unable to update a category to include all accounts if it was created with selected accounts.
• SDPMSP-18946: Performance issue while adding or updating service templates.
• SDPMSP-18979: Unable to view change requests if the site associated with it is inactive.
• SDPMSP-18980: After upgrading ServiceDesk Plus MSP to build 10600, the push notifications in ServiceDesk Plus MSP for both iOS and Android mobile apps are not working.
• SDPMSP-18995: Performance issue while adding, updating, and deleting sites.

Issues Fixed

Vulnerability

• SDPMSP-18863 :CVE-2022-35403: Path traversal vulnerability while processing inline images.

Behavior Changes

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

• On the request details page: Actions > View Requests by Requester and the requester details section.
• On the request add/edit forms: Beside the Requester field.

Enhancements

• SDPMSP-9466: Customizing Time Frame for Deleting Trashed Requests. You can now change the time frame for deleting trashed requests under Admin > General Settings > Self-Service Portal Settings.
• SDPMSP-14368: Option to skip/include adding unknown assets using the Add unknown Asset option under Admin > Scan Settings.
• SDPMSP-16218: Option to move workstations/servers to Disposed/Expired state or delete them if they are not scanned for a certain number of days.
• SDPMSP-16627: You can now search for configuration items by name, type, and site using the global search.
• SDPMSP-18111: Custom triggers now support Service Cost and Total Cost fields to configure criteria
• SDPMSP-18470: Incident and Service Catalogs as Widgets
  • Option to display incident and service catalogs as widgets in the self-service portal under Admin > General Settings >Self-Service Portal Settings > Self Service Portal Customization.
  • Based on the widget type, the catalog titles are now named as incident catalog, service catalog, and service categories.
• SDPMSP-18473: Added an option in request templates to customize the height of multi-line fields, including the Description field.
• SDPMSP-18489: Request Print Preview and Approval Preview Customization
  • Under the self-service portal settings, you can now configure sections that must be included in the Request Print preview and Approval preview.
• SDPMSP-18529: Add Tasks Only After Request Approval
  • Added an option in request templates to prevent associating tasks to requests before the request approval. To learn more, click here.
• SDPMSP-18531: Mandate Request Approval Comments
  • SDAdmins can now mandate request approval comments using the Mandate request approval comments option under Admin > General Settings > Self-Service Portal Settings > Approval.
• SDPMSP-18532: Scheduled Request Data Deletion
  • Option to schedule request data deletion for both active and archived requests. To learn more, click here.
• SDPMSP-18533: Integrate with Site24x7
  • Integrate ServiceDesk Plus MSP with ManageEngine Site24x7 to handle incidents and monitor critical application servers from a single console.To learn more, click here.
• SDPMSP-18559: Default Catalog Widgets for Technician Login
  • Technicians can add request catalog, incident catalog, and service catalog as default widgets to their Home page. To learn more, click here.

Issues Fixed

• SDPMSP-18544: The workflow under the service catalog is rendered blank if the point of contact or account manager role is deleted from organization roles.
• SDPMSP-18560: Unable to add an approval stage to service requests using scripts.
• SDPMSP-18639: Apple Push Notification service certificate has been updated.

Enhancements

• SDPMSP-15208: You can now share MSP assets with other accounts. Click here to learn more.

Issues Fixed

• SDPMSP-18117: Unable to customize the "Replying to a Request" email template under notification rules in setups without the service catalog add-on.
• SDPMSP-18480: The approval link in the Purchase Order approval notifications is broken for some users with build 10600 or later
• SDPMSP-18508: The Site field drop-down in request forms is not getting populated if a special character is used in any site name.
• SDPMSP-18543: When configuring a business rule criteria using the Account field, the corresponding drop-down is not getting populated with all values if the total number of accounts exceeds 100.
• SDPMSP-18575: (CVE-2022-32551) Unauthenticated arbitrary webroot file disclosure vulnerability reported by Poh Jia Hao from STAR Labs.

Enhancements

• SDPMSP-18478: Worklog V3 API
  • V3 API format for worklogs has been changed. For more details, click here
  • Support for contract-related fields.

Issues Fixed

• SDPMSP-18490: Unable to integrate Endpoint Central (formerly Desktop Central) MSP with ServiceDesk Plus MSP build 10600 or later.
• SDPMSP-18517: VIP user badge is not shown beside the requesters' names in the add/edit request forms.

Enhancements

• SDPMSP-11744: Global Field and Form Rules
  • Create field and form rules common to all incident/service templates.
  • To configure global field and form rules for incident templates, go to Admin > Incident Management > Field And Form Rules.
  • To configure global field and form rules for service templates, go to Admin > Service Catalog > Field And Form Rules. To learn more, click here.
• SDPMSP-12833: Incident and Service Template Enhancements
• Option to copy a template as inactive so that it is not instantly made available for users after copying.
• Admin > Incident/Service Template.To learn more, click here.
• SDPMSP-14428: Details Page Layout Customization
• The right panel on the request details page can be hidden if needed.
• Technicians can customize their own layout of request details page.
• To learn more, click here.
• SDPMSP-16034: Task custom trigger and Task Custom Function
  • You can now configure custom triggers for tasks to automatically trigger actions on a task using a script file or a custom function.
  • Task custom functions can be executed via task custom triggers to access any data from ServiceDesk Plus MSP and schedule periodic customized actions.
• SDPMSP-16151: Project custom trigger and Project Custom Function
  • You can now configure custom triggers for projects to automatically trigger actions on a project using a script file or a custom function.
  • Project custom functions can be executed via project custom triggers to access any data from ServiceDesk Plus MSP and schedule periodic customized actions.
• SDPMSP-18035: Template Enhancements
• Option to change an existing incident template as a service template by copying to the service catalog.
• Inline editing support for UDF options within the field customization pop-up.
• SDPMSP-18036, SDPMSP-18047, SDPMSP-18077: Checklist
• Checklists allow you to configure and add little tasks or to do things in request templates for technicians to follow before closing/completing a request. To learn more, click here.
• You can also mandate the verification of checklists in request templates by accessing Request Closing Rules and selecting the Associated checklist should be verified option under mandatory fields for closing requests.
• The incident template list view now displays an icon that denotes the association checklists with the templates.
• SDPMSP-18048: Form Color Customization
• You can now customize request forms with different fonts (including font size and font color), background color, and field orientation of incident and service templates. To learn more, click here.
• SDPMSP-18066: Microsoft Calendar Integration
• Technicians' leave records maintained in Microsoft Calendar can be synced and managed from ServiceDesk Plus MSP Calendar. To learn more, click here

Issues Fixed

• SDPMSP-18068: The Copy Template option in service templates after upgrading to version 10.6.
• SDPMSP-18069: The account lockout feature is getting disabled while saving Self-Service Portal Settings.
• SDPMSP-18080: The GET USER LIST API is not working in the requester login.
• SDPMSP-18095: Unable to add a request from OpManager with field values other than default values set in the default template.
• SDPMSP-18101: (CVE-2022-25245) Sensitive information leakage in purchase requests.

Enhancements

• SDPMSP-18050 : Support for syncing default Site in ServiceDesk Plus MSP to Default Remote Office in Endpoint Central (formerly Desktop Central) MSP. This functionality requires Endpoint Central (formerly Desktop Central) MSP version 10.1.2149.1 or later.

Issues Fixed

• SDPMSP-17282 : Accounts are not getting synced to Endpoint Central (formerly Desktop Central) in MS SQL setups.
• SDPMSP-18052 : The logo of another variant of ServiceDesk Plus is incorrectly shown in the About pop-up.

Enhancements

• SDPMSP-8217 : Option to display business rule details under the History tab of a request.
• SDPMSP-9037 : Feature to associate all accounts to a service catalog template.
• SDPMSP-9444 : Survey URL in Request Closure Notifications.

  Option to add survey URLs in request closure email notifications.

• SDPMSP-9553 : Configure technician as a VIP requester.
• SDPMSP-9719 : Support for Asterisk version 17.3 or later.
• SDPMSP-10317, SDPMSP-17146 : Multi-level Approvals for Change Stages

  You can add up to 10 levels of approvals to each change stage.

• SDPMSP-10729 : Show Reporting To' attribute of user in Requester Details section Requests.
• SDPMSP-11501 : Users will be notified via email with an appropriate message instead of an empty report attachment when data is not available for scheduled reports.
• SDPMSP-11716 : Ability to change request template and create service request through mobile apps.
• SDPMSP-12847 : Option for requesters to close chat conversations.
• SDPMSP-13055 : Values in drop-downs fields of a request are now searchable in global edit.
• SDPMSP-13070 : In Admin > Survey Email Configuration, the skip survey link is now listed as a variable that you can choose to include in the email content. You can also translate the email content into non-English languages.
• SDPMSP-13218 : Reconfiguration of Zoho Assist is required after upgrading to build 10600.
• SDPMSP-13490 : Option to insert image in the worklog.
• SDPMSP-13534 : Ability to update subject through iOS app.
• SDPMSP-13553 : Option to customize template categories (Service Catalog) across the screen (grid view).
• SDPMSP-13562 : Task description fields now support rich-text mode.
• SDPMSP-13705 : Operational hours under Admin > Organizational Details contains a new entry, 59 minutes that can selected for Start Time and End Time.
• SDPMSP-13920 : Option to list worklog additional fields in the Worklog List View column chooser.
• SDPMSP-13969 : Option to preview attachments in Chat.
• SDPMSP-14014 : Approver name to be present along with email address in service catalog approvals
• SDPMSP-14275 : Technician layout customization in request details page.
• SDPMSP-14278 : V3 API support for projects.
• SDPMSP-14383 : After a date is assigned, option to reset date fields.
• SDPMSP-14402 : PDF preview feature when opening attachments.
• SDPMSP-14466 : Filter all requests by createdtime via API V3.
• SDPMSP-14494 : Option to add images in the notes section of a request.
• SDPMSP-14498 : Request List View coloring based on criteria
• SDPMSP-14927 : Ability to send attachments through API.
• SDPMSP-14928 : In Solutions, you can expand topics widget to display more content without scrolling.
• SDPMSP-14933 : Page scripts

  You can now add page-wise customizations like modifying UI elements and changing functionalities for the end users using custom scripts.

• SDPMSP-14988 : Added Pending Problems filter while associating a request with a problem using the appropriate search option from the request details page.
• SDPMSP-15157 : Requests in resolved or completed status will be moved to open status when they are duplicated.
• SDPMSP-15250 : Configuration to append .msg/.eml type attachments to description.
• SDPMSP-15272 : Added options to designate the default sections that should be shown in the request print preview and request approval preview under Admin > General Settings > Self-Service Portal Settings.
• SDPMSP-15298 : Hide AMS renewal reminder message for non-SDAdmin roles.
• SDPMSP-15405 : Option for user to to close the request or cancel a self-raised request.
• SDPMSP-15449 : Pending request count for a particular requester will be displayed under Actions >> View Requests by Requester, requester details section in request details page and near the requester field in the request add page.
• SDPMSP-15580 : Added an option to allow requesters to cancel their requests under Admin > General Settings > Self-Service Portal Settings.
• SDPMSP-15591,17783 : Enhancements to Request Update Notification

  Email notifications sent when a request is updated can be configured to contain the updated details by including the $UpdatedProperties message variable.

  • If the notifications are sent to a requester/technician, the updated details are displayed in the user's personalized language and time format.
  • If the notifications are sent to a group, the updated details are displayed only in the English language
  • When the description or resolution of a request is updated, the users will be notified that the fields are updated. However, the updated details will not be included in the email notification.
• SDPMSP-15680 : Integrated Live Chat
• SDPMSP-15728 : EWS connection protocol is now supported in Linux environments.
• SDPMSP-15853 : Added Manage Reply Templates option under Quick Actions.
• SDPMSP-15920 : Added an option to allow only logged-in users to close requests under Admin > General Settings > Self-Service Portal Settings.
• SDPMSP-15983 : You can now move error emails that stop mail fetching schedule to a separate folder and continue processing the next email.
• SDPMSP-16003, SDPMSP-12904 : Technician Auto Assign Enhancements.
  • SDAdmins can include technicians or requests while configuring Technician Auto Assign functionality.
  • Group field added as a column while enabling exceptions under technician auto-assign.
  • Assign only 'online technicians' via technician auto assign.
  • UI revamped for ease of operation.
• SDPMSP-16014 : Custom Triggers must be executed during edit even if the condition is already satisfied during creation
• SDPMSP-16075 : Display grand total cost of the items on the Purchase Request Details page.
• SDPMSP-16136 : Option to enable requesters to view request tasks.
• SDPMSP-16250 : Added "Response time elapsed" column in request reports.
• SDPMSP-16291 : Change classic and color settings.
  • Technicians can now view change requests in Classic View. Classic view displays change requests as an extensive list where the vital information is displayed as fixed columns, while further information can be viewed under the subject.
  • Technicians can search through classic view using Advanced Search by selecting the column, criteria and the appropriate values.
  • The SDAdmin can color change requests in list view and classic view, based on various categorizations. To configure/view the color settings, click Color Palette in change list view or classic view.
• SDPMSP-16304 : Revamped header and options to personalize layout.
• SDPMSP-16496 : Support for integration with OpManager MSP.
• SDPMSP-16574 : Option to associate service templates with multiple SLAs
• SDPMSP-16796 : The View configured Account Info role can now view the account info icon.
• SDPMSP-16830 : Cancel Request: Option to move unnecessary requests to Cancelled status.
• SDPMSP-16873 : Option to disable API key generation under the Personalize menu for technicians.
• SDPMSP-16893 : Business Rules and Custom Trigger Enhancements
  • Business rules and custom triggers for requests are now enhanced with a new look for better usability. Categorize, execute, and configure cascade execution on Business Rules and Custom triggers for requests based on rule groups.
• SDPMSP-17070 : Custom Trigger criteria now includes Service Catalog additional fields.
• SDPMSP-17082 : Behavior change- The Across Networks option will now be visible in Asset and Request tabs only when Zoho Assist is configured.
• SDPMSP-17091 : Request Business Rules enhancements
• SDPMSP-17178 : Resource description can now display up to 250 characters.
• SDPMSP-17195 : Support for Asterisk PBX version 13.38.
• SDPMSP-17255 : ServiceDesk Plus MSP now supports Azure SQL server.
• SDPMSP-17257 : 'Billable' property of requests is now archived.
• SDPMSP-17342 : Survey login mode can now be enabled/disabled using the option provided in the Self-Service Portal Settings.
• SDPMSP-17412 : Option for a technician to chat with another technician.
• SDPMSP-17428 : Modify Allowance and Additional Usage Changes while while editing service plan.
• SDPMSP-17439 : Upgrading ServiceDesk Plus MSP via Update Manager now requires a one-time import of certificate for patch integrity verification.
• SDPMSP-17561 : Report Enhancements
  • Option to reorder all reports under a folder and also personalize the reordering.
  • Option to search reports and report folders from the reports global search.
• SDPMSP-17695 : Custom trigger input JSON displays approval current stage info
• SDPMSP-17698 : A linked request when viewed from the parent request is displayed with details such as subject, technician, group, and status, along with the request ID and comments.
• SDPMSP-17699 : Preview the HTML, HTM, and XHTML request attachments in request details page and in the requests list view.
• SDPMSP-17700 : Added option to configure and map Object IDs (OIDs) with SNMP device attributes.
• SDPMSP-17701 : Option to expand all conversations in the request details page.
• SDPMSP-17704 : Help text fields contain rich text area in Incident and Service templates
• SDPMSP-17706 : Help text configured for request fields will be displayed upon hovering over the field
• SDPMSP-17708 : Deluge script execution in Custom Schedules
• SDPMSP-17711 : Enable and disable the Incident template as available in the Service Catalog
• SDPMSP-17712 : Provide separate help card for requester and technician in template edit page.
• SDPMSP-17716 : Request Tagging - Add tags such as engineering, development, printer, router, network issues, and so on to requests. Using tags, you can search requests in the global search and also fetch a list of similar requests, including service and incidents.
• SDPMSP-17719 : Adding notes while assigning request
• SDPMSP-17722 : Import of SSL certificates now supports automatic download of intermediate certificates that are referred through URL in PFX files.
• SDPMSP-17726 : Option to disable display of SLA time stamp for requesters in service requests
• SDPMSP-17727 : Script to get Email ID, Domain Name, and OFFSET Server Time
• SDPMSP-17732 : Populate templates by default
• SDPMSP-17737 : SMS notification for custom trigger
• SDPMSP-17739 : Editor Upgrade
• SDPMSP-17740 : Revamped user interface now includes enhanced self service portal settings.
• SDPMSP-17746 : User bulk edit
• SDPMSP-17747 : Deluge for ServiceDesk Plus MSP
• SDPMSP-17754 : Option to enable/disable "Keep me signed in" feature under Admin > General Settings > Security Settings.
• SDPMSP-17758 : The IP address field is added as a column to the Mapping Document generated after printing barcodes.
• SDPMSP-17759 : Added option to test configuration for incoming and outgoing mail server settings.
• SDPMSP-17763 : Added new SYSOID to SNMP device identification data.
• SDPMSP-17766 : Increase in the number of decimal points with respect to cost fields
• SDPMSP-17768 : Resource Planning

  Under the Resource Management tab, you can now easily manage your resources; their availability, load and utilization, and task assignment. To learn more, click here.

• SDPMSP-17773 : Antivirus scanning for file uploads in Admin
  • Attachments will now be scanned for virus before uploading into the application. If virus is detected, the attachment will not be uploaded.
  • Administrators can configure antivirus scan settings under Admin >> Security Settings >> Advanced tab..
  • To learn more, Click here.
• SDPMSP-17776 : Referring resources across templates
• SDPMSP-17778 : Request attachment support by using V3 API
• SDPMSP-17780 : Web URL in the site details popup to be displayed as a clickable URL link.
• SDPMSP-17783 : Diff Object in Request Update Notification
• SDPMSP-17785 : V3 Change API support
• SDPMSP-17788 : Project API
  • Added support for New Project REST API V3 with all operations. Please refer the product API Documentation for operations and details.
  • V3 API format changed for tasks and comments. Click here for more details.
• SDPMSP-17792 : Integration with Zoho Analytics now supports Australia and China datacenters.
• SDPMSP-17793 : The UI for asset list view and details page are revamped based on V3 API.
• SDPMSP-17794 : Administrators can generate Integration Keys, a token based authentication, for performing secure REST API calls while configuring integrations with external applications.
• SDPMSP-17798 : Added support for new content variables for basic asset-related information.

  Added new variables that display data in a customizable tabular format namely $Loaned Assets, $Loan Expired Assets, $Expired Assets, $Assigned Assets.

  Added Notify Before and Frequency fields for notifications involving asset expiry, warranty expiry, and loan period expiry.

• SDPMSP-17799 : Option to include Reason for Change in change notifications.
• SDPMSP-17800 : Mandatory display of purchase order invoice and payment comments in list views.
• SDPMSP-17801 : Option to delete assets from the list view popups that are opened from the dashboard and summary page.
• SDPMSP-17803 : The Status V3 API keys, stopclock, pending, and internalname have been changed to stop_timer, in_progress, and internal_name
• SDPMSP-17983 : User emails and system notifications will be listed under Conversations inside a change. You can also reply to and forward notifications.

ZOHO Analytics Integration Enhancements

• SDPMSP-13318: ServiceDesk Plus MSP integration with Analytics Plus and Zoho Analytics now includes the Asset module.
• SDPMSP-17796: Advanced analytics integration for ServiceDesk Plus MSP now supports Survey data. Users can now create reports and dashboards in Zoho Analytics/ManageEngine Analytics Plus using the survey data from ServiceDesk Plus MSP.

Framework Upgrade Information

• Postgres upgraded from version 10.5 to version 10.16

  Tomcat upgraded to version 9.037.

  Lodash upgraded to 4.17.20

  Mickeylite upgraded to version 4180.

  JRE Update : JRE updated from Oracle jre 1.8.152 to Zulu openjre 1.8.222 [This is a free version].

• SDPMSP-16241 : Jquery upgraded to 3.5.1.
• SDPMSP-16901 : Handlebars upgraded from v4.0.5 to v4.7.6.

Behavior Changes

• SDPMSP-13861 : When request is moved from resolved to closed, due by date will not be re-calculated.
• SDPMSP-16342 : Assets are retained within the same account despite changing the account using the Assign to Department option from the asset list view.
• SDPMSP-16550 : Group Technician when not available during Request Import will not be auto-created anymore.
• SDPMSP-17209 : Users with SDAccountAdmin or SDSiteAdmin roles can no longer view or configure business rules.

  Note: You can associate the HelpdeskConfig role with SDAccountAdmins and SDSiteAdmins to allow them to view or configure business rules.

• SDPMSP-17413 : Support for NTLM SSO is discontinued. Users with NTLM SSO configured in their applications can configure SSO through SAML. Refer to this article to configure SAML in ServiceDesk Plus MSP.
• SDPMSP-17929 : SDSiteAdmin or SDAccountAdmin can now create technicians only when they are associated with the MSP Organization account.
• SDPMSP-17930 : SDSiteAdmin and SDAccountAdmin can no longer edit technicians.
• SDPMSP-17932 : The term "MSP Requesters" is now replaced with "Users". You can now manage requesters and technicians that belong to the MSP Organization from the user list view. To access the user list view, go to Admin > MSP Details > Users.

  Note: The option to convert requesters to technicians within the MSP Organization is supported only in the user list view.

• SDPMSP-17933 : Site association for non-login technicians is now mandatory.
• SDPMSP-17934 : Technicians associated with refer site will now be associated with the default site.
• SDPMSP-17941 : Modifications to previously crossed stages in changes are no longer supported.

Issues Fixed

• SDPMSP-6259 : Users with SDAdmin role will now have permission to all custom reports, query reports, and schedule reports created by other technicians.
• SDPMSP-11418 : In the iPhone app, when the language is set to French, the app closes when the date field is selected.
• SDPMSP-11732 : Default font is changed after upgrading to 9402.
• SDPMSP-12706 : Response Time and Resolution Time under Time Elapsed Analysis are incorrect.
• SDPMSP-12717 : Mobile app issues
• SDPMSP-13073 : Incorrect classification of workstations other than laptops when they are imported from Endpoint Central (formerly Desktop Central).
• SDPMSP-13240 : Unable to receive PO items if the componentid is saved as null for the items.
• SDPMSP-13313 : While adding a radio question in a survey, the order of options in the ranking list changes when the sort button is clicked, but the ranking values do not change.
• SDPMSP-13451 : Custom Trigger is displayed only when a new trigger is added.
• SDPMSP-13857 : Unable to add more than 35 approvers while creating changes under line approver and other approver fields.
• SDPMSP-14001 : Reports exported into PDF files contain missing Vietnamese characters, even when the application language is set to Vietnamese.
• SDPMSP-14024 : Clicking the dependency button throws an error.
• SDPMSP-14042 : Field and form rules are getting failed if the Category field contains "&" while the corresponding rule is configured with the Remove Options action for the Category field.
• SDPMSP-14049,14754,15144 : Unable to edit custom filters under projects/tasks list view page.
• SDPMSP-14070 : For an AD scheduled task, incorrect Performed by value is displayed in the system logs.
• SDPMSP-14077 : After adding a worklog entry, if the Save button is clicked multiple times, the worklog entry is duplicated.
• SDPMSP-14097 : For builds post 9400, trash cleanup schedule is not executed.
• SDPMSP-14255 : Post a minor update, when reports are executed under Request Timespent Reports > Report by category, the page stops responding.
• SDPMSP-14257 : Users can now customize the width and height of the chart in tabular reports.
• SDPMSP-14292 : Requester home page gets distorted when page size is minimized
• SDPMSP-14335 : MSP Requesters with Project Admin role unable to create a task under Project milestone.
• SDPMSP-14352 : Multiline additional field values are shown on a single line on the Request Details page.
• SDPMSP-14366 : Layout issue in Request Print preview.
• SDPMSP-14391 : Line break issue fixed.
• SDPMSP-14398 : In the Request module, unable to add attachments if the file name contains [].
• SDPMSP-14399 : Unable to edit or update Requester details in the request details page.
• SDPMSP-14405 : The "Next Transition" text that appears on the request details page is not translated.
• SDPMSP-14407 : In Requests, Problems, and Changes modules, hover over the Request title in the List View displays the html tag as well.
• SDPMSP-14410 : Issue in Last Update On in Solutions.
• SDPMSP-14411 : Request conversations and expanded conversations are not retained when any field is updated in the request details page.
• SDPMSP-14443 : Unable to disable on hold scheduler in some cases.
• SDPMSP-14447 : Reply window does not close after a reply is sent if the Request tab is closed.
• SDPMSP-14454 : Each time the system auto-saves a reply to a request, the cursor jumps to the top of the page.
• SDPMSP-14459 : Task ID is not available in the Tasks tab under the Archived Request Details page.
• SDPMSP-14460 : Survey emails are not sent if Support Group value is unassigned in requests even if the survey configuration criteria contains "Support Group" column and "is not" condition.
• SDPMSP-14469 : If a Request Life Cycle is configured for a request, status rename is not reflected in the on hold status scheduler popup.
• SDPMSP-14471 : Request is not created through Preventive Maintenance tasks in certain cases.
• SDPMSP-14481 : In version 10500, Request Attachment HTML preview is not working.
• SDPMSP-14485 : The width of the task list gets reduced when hovering over the task lists under a project.
• SDPMSP-14489 : Unable to reindex modules.
• SDPMSP-14490 : Notes are automatically expanded if Notes description is large enough and Request properties are updated via Spot Edit.
• SDPMSP-14502 : Unable to update request status on the right side of the request details page if the Multi Select filed is empty in Field and Form Rules.
• SDPMSP-14504 : Breakage in Archived requests list view for requesters.
• SDPMSP-14508 : Issue when forwarding a message within ServiceDesk Plus MSP for technician's response.
• SDPMSP-14523 : Outgoing email notifications are not getting not appended with HTTPS as expected despite changing the protocol for accessing the application is from HTTP to HTTPS.
• SDPMSP-14534 : Requesters unable to view conversations in archived requests.
• SDPMSP-14869 : The Import from CSV button under the asset list view page is not working if the Access point CI type is deleted.
• SDPMSP-14917 : Unable to save a request template if the number of user groups associated with the template is greater than 100.
• SDPMSP-14968 : Deleted technicians are appear inadvertently in the Requests by Technician widget when requests with custom status are assigned to them.
• SDPMSP-14979 : Custom schedule is not working because credentials are not loaded.
• SDPMSP-15022 : Issue in SLA calculation.
• SDPMSP-15058 : Issues in the Associate Change to Incident popup window.
• SDPMSP-15066 : User privilege error in advanced search.
• SDPMSP-15069 : Any problem notification is not saved when configured to be sent to account manager or POC.
• SDPMSP-15072 : Unable to update the Request status in the Request Resolution tab if any of the statuses names contain '-'.
• SDPMSP-15140 : Messages in System Log and SQL Database are getting expanded quickly after upgrading to version 10.5.
• SDPMSP-15141 : Asset field is reset when the status of the request is changed from request list view page.
• SDPMSP-15150 : Unable to save Themes when non-English languages are selected.
• SDPMSP-15174 : Unable to push distributed server data into central server using AD authentication.
• SDPMSP-15179 : Indentation is not retained under Resolution tab.
• SDPMSP-15199 : Site locations not shown in the Maps tab
• SDPMSP-15206 : An error is thrown while saving request custom triggers if an approval status is set in the trigger criteria.
• SDPMSP-15214 : Worklog timer running status needs to be visibly shown from request list view.
• SDPMSP-15221 : Deleted dashboards are getting restored unexpectedly when revisiting the Dashboard tab.
• SDPMSP-15229 : Unable to copy images to the Description field.
• SDPMSP-15234 : Issue in SLA Due by Date Calculation.
• SDPMSP-15251 : SLA- Delay by time is incorrect.
• SDPMSP-15254 : UI issue while hovering on the task list view under request details page.
• SDPMSP-15261 : On generating reports, single quotes in description fields across modules are replaced with the corresponding ASCII code.
• SDPMSP-15267 : PM tasks are not working in certain cases.
• SDPMSP-15268 : In some cases, database_sql queries.xml file is corrupted.
• SDPMSP-15288 : Unable to paste GIF image in the notes details page from Requests List View.
• SDPMSP-15320 : In some pages, previously edited role details are displayed on the Add New Roles page.
• SDPMSP-15323 : Request Custom Triggers - Fields conflicts present in COMPLETE_V3_JSON_FILE vs Get Request Details Output Json.
• SDPMSP-15326 : Simple method to distinguish between a Incident and a Service Request.
• SDPMSP-15336 : Custom print preview shows logo alone, without any other request details.
• SDPMSP-15379 : Properties section is not displayed in UI if the Site or Department fields have name containing a hyphen (-).
• SDPMSP-15382 : In some cases, an error message is displayed while viewing the print preview of archived requests.
• SDPMSP-15396 : Font size is not added in div while sending mail from Requests module.
• SDPMSP-15398 : Format issue due to style tag is removed from the HTML content.
• SDPMSP-15399 : Unable to set custom font type in reply request window.
• SDPMSP-15402 : When automated close is enabled and a request is resolved from pending stop timer in global edit, History is updated wrongly.
• SDPMSP-15434 : In rich-text editors, the spell-check option inadvertently erases the whole content.
• SDPMSP-15436 : Change Stage notification is sent to Change Requester and Change Owner even when they are not configured in the Change Workflow.
• SDPMSP-15467 : Technician who raises a request is unable to close it through close request link.
• SDPMSP-15491 : The Refresh button does not refresh the Import user from Active Directory page but starts the importing instead of refreshing.
• SDPMSP-15494 : Business service category saved as IT service category.
• SDPMSP-15537 : Formatting removed in description when a mail is sent from outlook (EWS).
• SDPMSP-15559 : Unable to change review date/expiry date to any date after one click.
• SDPMSP-15566 : When Change Management workflow is edited, the Auto-approve change request when all CAB members recommend it option continued to be selected.
• SDPMSP-15570 : On the Reports List View page, public query reports are listed for technicians without permission to create query reports.
• SDPMSP-15592 : Asset expiry notification is getting sent every day instead of being sent only on the configured date.
• SDPMSP-15631 : Unable to save Junk Notification filter for non-English languages.
• SDPMSP-15704 : Request catalog drop-down is not scrollable in Request list view.
• SDPMSP-15708 : Mail notification is not sent to technicians during Analytics Plus integration.
• SDPMSP-15711 : When adding tasks from templates in the Implementation stage of Changes, Task templates are not listed according to the filter selected.
• SDPMSP-15740 : Purchase cost is not getting updated based on the selected vendor in the add or edit asset page.
• SDPMSP-15803 : The scroll bar under the Relationships tab goes missing for some CI types.
• SDPMSP-15912 : In the request task view, the task title is not hyperlinked to the appropriate task URL even for users with permission to add/edit request tasks.
• SDPMSP-15939 : An error is thrown when clicking the next button in the relationship list view under the asset details page.
• SDPMSP-15963 : Active Directory refresh button is not working.
• SDPMSP-15975 : Unable to add an attachment if the name of the attachment contains the "&" symbol.
• SDPMSP-16002 : Business rule notification is not sent when request is created through email command.
• SDPMSP-16016 : The All projects filter under Project Gantt view filter is duplicated.
• SDPMSP-16019 : Requester's display name is empty when the requester is updated through API.
• SDPMSP-16036 : Project template links task to the wrong account in some cases.
• SDPMSP-16060 : Task summary shows incorrect count after sorting in task list view.
• SDPMSP-16068 : Unable to log in to the application when LDAP is enabled and the password contains the special character "€".
• SDPMSP-16090 : iOS Push notification is not working in certain cases.
• SDPMSP-16152 : For a project member with All Projects role enabled, the project role is not displayed in the technician list view page.
• SDPMSP-16180 : Unable to edit the request in right panel due to group criteria in form load.
• SDPMSP- 16185 : Deleted technicians appear inadvertently in the Requests by Technician widget in the dashboard.
• SDPMSP-16199 : Privilege error thrown if we click the approval notification link from the bell icon in some cases.
• SDPMSP-16243 : Organization icon is shown in the exported request list page, even if the icon is disabled in the admin organization section.
• SDPMSP-16278 : Unable to execute "reinitializeDB.bat" if the product installation path contains any space in the directory name.
• SDPMSP-16292 : Forward request icon, which is available in the outgoing email conversation, is not using a forward template.
• SDPMSP-16303 : Unable to save default CI History report and Audit report after editing.
• SDPMSP-16383 : In incident search box, the cursor is not placed in the text box on when the shortcut key Alt+R is pressed.
• SDPMSP-16419 : New line is added while editing resolution in request details page.
• SDPMSP-16458 : During inline edit, help text alignment is modified.
• SDPMSP-16459 : Inactive support groups are visible under groups and in technician page.
• SDPMSP-16489 : Images added to the resolution are not displayed in the corresponding email notification sent to requesters.
• SDPMSP-16556 : An error is thrown when accessing the software details page from the list view if the list view was opened from the software summary page.
• SDPMSP-16582 : Increase character count for request closure comments.
• SDPMSP-16637 : When processing an EML or MSG file via EWS, the content of the file is getting added to the request description, and the file itself is not added as a request attachment as expected.
• SDPMSP-16864 : Site is not set based on group mail address when requester sends mail to group address.
• SDPMSP-16884 : Able to create a request without requester/subject in some cases.
• SDPMSP-16947 : Unable to import assets from the distributed asset scan page.
• SDPMSP-16986 : The My Details tab will now appear near the user profile icon in requester login.
• SDPMSP-17037 : Mail fetching stops unexpectedly when IndexOutOfBoundException occurs while attempting to fetching messages from connected mailbox.
• SDPMSP-17117 : Unable to create/edit request custom view in certain cases.
• SDPMSP-17190 : Transition button is not working in some cases in the request details page.
• SDPMSP-17198 : Issue regards to Submit for approval list takes a long time to load in Request Details page.
• SDPMSP-17360 : No response on updating the Accounts-Additional fields picklist.
• SDPMSP-17364 : Custom favicon is not working.
• SDPMSP-17375 : Performance issue with Request Template caching.
• SDPMSP-17414 : Product build number exposure through Hello API.
• SDPMSP-17543 : FAFR is not working when the status is updated via RLC.
• SDPMSP-17810 : Technicians are not notified when a problem is assigned to technicians via Actions > Assign owner option
• SDPMSP-17864 : A page crashed exception is thrown when saving the proxy settings.
• SDPMSP-17874 : Changes made to the font used in the notification templates are not getting reflected on the actual email notifications.
• SDPMSP-17935 : Unable to update worklog if owner is converted to requester.
• SDPMSP-17955 : In the standard edition, the change icon that should appear when editing a service under service categories is missing.
• SDPMSP-17969 : The task dependencies configured in request templates are not carried over to requests when the template is applied to them using a business rule if the requests are created via email.
• SDPMSP-17971 : Unable to fetch a PDF attachment from a request if it is created via email and the name of the PDF attachment contains special characters.
• SDPMSP-17972 : The Barcode column is not available in the column chooser of the asset list view for the IT assets namely Firewall, Rack, and Storage Device.
• SDPMSP-18098 : Unable to send notifications when the Office365 mail server is configured using SMTP in some cases.

Framework Upgrade Information :

• SDPMSP- 19499: CVE-2022-47966 : Pre-Auth RCE vulnerability when SAML authentication is enabled

Issues Fixed

• SDPMSP-18882: Path traversal vulnerability while processing inline images.

Issues Fixed

• SDPMSP-17663: Unable to log in to the application using single sign-on authentication.
• SDPMSP-17916: log4j framework jar version is upgraded to 2.17.1.

Issues Fixed

Vulnerability

• SDPMSP 17672 : Unauthenticated file uploaded (only .tmp files) to windows temp directory.

Issues Fixed

Vulnerability

• SDMSP 17398 : Improper security configurations have been fixed.

Issues Fixed

• SDMSP 17396 / CVE-2021-44675: : Authentication bypass vulnerability leading to arbitrary code execution.

Issues Fixed

• SDPMSP 15698: In certain scenarios, the request work log count is not displayed properly.
• SDPMSP 17108: Unable to create request with on behalf of user in certain scenarios.
• SDPMSP 17180: Support for NTLM SSO is deprecated. Going forward, users with NTLM Single Sign-On configured in their applications are advised to configure SAML SSO. To learn more, click here.

Vulnerability

• SDPMSP 17020: Spamming/DOS vulnerability issue with the forget password feature in the login page.

Issues Fixed

• SDPMSP-16471: Integration of QuickBooks (on-premises) is now deprecated. Learn more.
• SDPMSP-16957: When creating service requests, the Select Approvers field is inadvertently getting populated with approvers across accounts.

Issues Fixed

• SDPMSP-16559/CVE-2021-44077: Authentication bypass vulnerability in certain application URLs.

Behavior Changes

• SDPMSP-15043: The webhook requests no longer support $DIFF_JSON in their payloads.
• SDPMSP-16283: The API v1 endpoints for operations on requests and their associated entities, namely notes, attachments, resolutions, approvals, and tasks are no longer supported. Click here to learn more.

Issues Fixed

• SDPMSP-15043: Custom triggers are not working in certain cases.
• SDPMSP-16197: Automatic assignment of workstations based on the value of the Last Logged In User field is getting failed if the username contains special characters.
• SDPMSP-16253: Unable to initiate a remote session via Zoho Assist from the workstation details page using the Remote Control >> Across Networks option.
• SDPMSP-16271: Scanning credentials from the library are not getting populated in the asset scan page.

Enhancements

• SDPMSP-16215: REST API v3 support for operations on requests and the associated entities, namely notes, attachments, resolutions, approvals, tasks, and worklogs.

Enhancements

• SDPMSP-9153,15521 : Two-factor Authentication

  Users can now be mandated to use an additional authentication mode such as Google Authenticator or email-based OTP along with regular passwords to log into the application. To learn more, click here.

• SDPMSP-11059 : Option to enable/disable domain filtering drop-down in the login page. Admin>>Security Settings>>Advanced. 'Allow domain filtering during login' configuration is moved to the Security Settings page.

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.

Changes due to DC Bundle in RAE installation:

• AE agents used for scanning Windows machines are replaced with Endpoint Central (formerly Desktop Central) agents.
• WMI scan (used for Windows machines) and SSH/Telnet scan (used for Linux and Mac machines) are no longer supported. Linux and Mac machines should also be scanned using the new Endpoint Central (formerly Desktop Central) agent.
• The script-based scanning used to scan devices outside your domain/network is no longer supported.
• Removed the "MAC Address identification during scan" configuration from scan settings.
• Removed the option to choose machines for remote control prompt. However, you can enable/disable the remote control prompt for all machines under Admin >> Agent Configuration.
• Removed "WMI Timeout" and "Automatic Delta Scan"configurations from scan settings.
• Configuring TCP protocols and ciphers are no longer supported.

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:

• SDPMSP-16167/CVE-2021-20081: Remote Command Execution vulnerability in custom schedules reported by Chris.

Enhancements

• SDPMSP-15517: Integration of Endpoint Central (formerly Desktop Central) MSP is now limited to select accounts in ServiceDesk Plus MSP based on the availability of a valid license for Endpoint Central (formerly Desktop Central) MSP.
• SDPMSP-16129 / 12904 / 10783: Added an option to limit request assignment only to online technicians in the Technician Auto Assign configuration.

Issues Fixed

• SDPMSP-14417: The edit html button is missing in the reply template editor.
• SDPMSP-15982: The value of additional cost item is getting added up to the total cost of the work log even after removing them from the work log.
• SDPMSP-16061: Unable to download the metadata.xml file from the SAML configuration page.
• SDPMSP-16114: Connectivity issues occur after fetching emails from the mailbox via POP/IMAP protocol as the connection with the mailbox is not getting closed properly.
• SDPMSP-16120: Error in email parsing when the XML response contains the character '&' or '#'.
• SDPMSP-16125: An exception thrown when executing scheduled reports if the reports were scheduled simultaneously.
• SDPMSP-16133: Unable to add Charge per Request/Fixed charge contract work logs when the "Do you want to auto-populate start time in request work log?" option is disabled in the Self-Service Portal settings.

Behavior Changes

• SDPMSP-15742: Consent from users while saving the OAuth settings will not be required if the admin's consent has been granted in Azure AD.
• SDPMSP-15931: New users will be treated as known users upon receiving messages from email addresses of known domains.

Issues Fixed

• SDPMSP-6268: The ampersand symbol (&) contained in the account or site name is erroneously rendered as "(amp;)" in the Site drop-down on the new incident page.
• SDPMSP-14416: Unable to view/open attached EML files from the request details page.
• SDPMSP-14426: The API call to get requests filtered by "Share_All_Requests" throws an error.
• SDPMSP-14516: When adding notes, the "Consider notes addition as first response" option is getting not enabled by default despite having configured it using appropriate option in the Self-Service Portal settings.
• SDPMSP-14864: In requester login, page crash occurs when searching for requests using an alphanumeric term instead of a request id.
• SDPMSP-15189: Unable to delete saved drafts of reply messages in the request details page.
• SDPMSP-15240: Unable to assign incident templates to multiple accounts at the same time.
• SDPMSP-15266: An error is thrown when searching for an asset with its asset id using the global search.
• SDPMSP-15459: Requests become inaccessible to technicians when the length of the content added to the corresponding resolution is on the higher side.
• SDPMSP-15471: Business rules are not working for requests that are created via Preventive Maintenance Tasks when the business rules contain Account field as part of its criteria.
• SDPMSP-15564: Unable to update requests via custom trigger scripts despite using the appropriate return data.
• SDPMSP-15681: Unable to import assets in certain cases when the values of the fields Department and Site are not unique across accounts.
• SDPMSP-15693: Unable to send jobsheets via email.
• SDPMSP-15734: Unable to import assets of type "laptop" when the Disk Space value is empty.
• SDPMSP-15811: In some cases, the images that are copy-pasted to the request notes are missing.
• SDPMSP-15813: Unable to submit timesheet with one-week or two-week time period when the daylight saving time falls within the time period of the timesheets.
• SDPMSP-15887: Open redirection vulnerability in /jsp/OpenInMobileApp.jsp.
• SDPMSP-15942: In request details page, the buttons indicating reply and forward under Description are missing.
• SDPMSP-15970: DB mismatch issue in Support Groups.
• SDPMSP-16045: Push notification to ServiceDesk Plus MSP mobile app for iOS is not working.
• SDPMSP-16055: Privilege escalation vulnerability in archived requests.

Enhancements

• SDPMSP-4262: ServiceDesk Plus MSP now supports SAML 2.0, which is an easier alternative to conventional sign-in methods already available for online services. Users will no longer have to provide passwords specific to each service they access. Configure SAML single sign-on from Admin >> Users >> SAML Single Sign-On. To learn more, click here.

Issues Fixed

Vulnerabilities

• SDPMSP-15817: CSRF vulnerability while making request notes public.
• SDPMSP-15818: CSRF vulnerability while detaching projects from a request.
• SDPMSP-15833: Unprivileged users can upload attachments to a PR.
• SDPMSP-15835: Unprivileged users can view PR history.
• SDPMSP-15836: Unprivileged users can associate any PR with a PO.
• SDPMSP-15857/CVE-2021-31530: Information disclosure vulnerability in ServiceDesk Plus MSP reported by Dominique Righetto and CERTXLM from Excellium Services S.A

Enhancements

• SDPMSP-15830: Added support to allow/restrict request closure by non-login users.
• SDPMSP-15840: Password policy is now enabled and configured by default for fresh installations.
• SDPMSP-15842: "Stop uploading scanned XMLs via non-login URL" is now enabled by default in fresh installations.
• SDPMSP-15848: Authentication for survey responses is now enabled by default for fresh installations.
• SDPMSP-15904: CMDB API is included in Rest API Documentation tool.

Issues Fixed

• SDPMSP-15773/CVE-2021-31531: SSRF vulnerability reported by CERTXLM.
• SDPMSP-15774/CVE-2021-31160: Internal data access vulnerability reported by CERTXLM.
• SDPMSP-15814/CVE-2020-11022/ CVE-2020-11023: XSS vulnerability in jQuery's DOM manipulation methods.

Enhancements

• SDPMSP-15650: Introducing new API endpoints in CMDB for users with SDAdmin role.

Issues Fixed

• SDPMSP-14439: Request Collaboration count shows incorrectly is fixed.
• SDPMSP-15239: Application freezes unexpectedly when associating site during the conversion of MSP Requesters to Technicians.
• SDPMSP-15244: Business rules with Account as a criterion are not working when the requests are created through email.
• SDPMSP-15276:Unnecessary HTML tags are shown in job sheets when $resolution variable is used.
• SDPMSP-15340: Auto assign owner to workstation is not working in DC integration is fixed.
• SDPMSP-15642: Endless looping occurs during LDAP import when the user data includes inactive managers.

Behavior changes

• SDPMSP-15732: The response message for the forgot password action will be common for the valid, invalid or mail sending failure case. The masked email won't be shown during success and if the user provides invalid details, the retry page will not be shown.
• SDPMSP-15776: HTTP/2-based Apple Push Notification service (APNs) provider API is used to send push notification to Apple devices.

  Note : Existing APNs binary API is marked for end-of-life (EOD) by 31 March 2021. ServiceDesk Plus MSP iOS Mobile app users must upgrade to this version to avoid disruptions in push notification feature.

Issues Fixed

Vulnerability :

• SDPMSP-15741 : Possible RCE is fixed - Classloader vulnerability in struts 1.1 (CVE-2014-0114)
• SDPMSP-15737 : Privilege escalation vulnerability in canceling Purchase Order
• SDPMSP-15736 : XSS vulnerability in purchase request history
• SDPMSP-15731 : Unprivileged technician can view all assets
• SDPMSP-15692 : Privilege escalation vulnerability in adding attachments for Users
• SDPMSP-15732 : Enumeration of Active Directory accounts raised by Ricardo José is fixed. (CVE-2021-31159)

Issues Fixed

• SDPMSP-15716: Stored XSS in 'senderName' in accounts page reported by Magdalena is fixed.
• SDPMSP-15717: Path traversal and reading local files when attachments are sent within the 'forward' functionality in ServiceDesk Plus MSP reported by Magdalena is fixed.

Issues Fixed

• SDPMSP-15639: Unable to delete task Using Task V1 API
• SDPMSP-15658: Unprivileged user can delete PO attachment
• SDPMSP-15666: Lower privilege user is able to delete CMDB attachments
• SDPMSP-15670: Privilege escalation vulnerability in adding attachments in Assets module
• SDPMSP-15671: CSRF vulnerability when deleting user attachment.

Enhancements

• SDPMSP-15608: Internal change - Endpoint Central (formerly Desktop Central) Integration flow is changed from IFrames to Ember based actions
• SDPMSP-15614: OAuth-based authentication protocol is now used to integrate ServiceDesk Plus MSP with Zoho Analytics.

Issues fixed

• SDPMSP-15525 : XSS vulnerability in the jsp/OpenInMobileApp.jsp URL
• SDPMSP-15545 : Users can download attachments in Solutions module through non-login URLs.
• SDPMSP-15543 : Project/Milestone attachments can be downloaded by users who do not have a Project Role.
• SDPMSP-15481 : Can download arbitrary file attachments.
• SDPMSP-15540 : Change Attachments can be downloaded without any Authorized Session

Issues fixed

• SDPMSP-15444 : Performance issues in Request Template caching is fixed

Issues fixed

• SDPMSP-15350: When multiple organizations are present, Zoho Books or Invoice Sync fails. Users are requested to update the configuration post the upgrade once.
• SDPMSP-15391: Privilege escalation vulnerability in Requests list view
• SDPMSP-15412: Privilege Escalation vulnerability when adding attachment for Purchase order.
• SDPMSP-15414 and 15415: Security response headers have been added for few URLs.
• SDPMSP-15421: XSS attack vulnerability in Name parameter of Network Scan page.
• SDPMSP-15426: Bills are generated before contract expiry for contracts having bill cycle as 'Contract length'

Issues fixed

• SDPMSP-14881: Under requester login, selecting OnBehalfOf user is not possible.
• SDPMSP-15332: Site is not set if the technician sends an email not configured as an account support address and also in the incoming mail list.
• SDPMSP-15346: When the template category is modified, templates cannot be reordered.
• SDPMSP-15359: Users without login credentials are able to access problem notes.
• SDPMSP-15360: Postgres is upgraded to 10.12 version and all vulnerabilities have been fixed.
• SDPMSP-15362: Clickjacking vulnerability found in web customization pages.

Enhancements

• SDPMSP-15210: You can now restrict Account Managers and Point Of Contacts from creating public reports.
• SDPMSP-15269: SDAmins can now access restricted APIs on read-only mode.
• SDPMSP-15286: You can now configure the mail server with Modern Authentication (OAuth 2.0) for secure and delegated access.
• SDPMSP-15293: Integrations with Zoho products like Books and Invoice are now configured using the OAuth model only. Users are requested to update the configuration post the upgrade.

Issues fixed

• SDPMSP-14231: Selecting Additional fields checkbox is not getting saved under Admin >> Helpdesk Customizer >> Request-Account Details.
• SDPMSP-14909: Unable to delete conversations from request details page.
• SDPMSP-15104: Assigning accounts to Notification Rules throws an error.
• SDPMSP-15114: Editing a request from the list view page does not list the Subcategory field.
• SDPMSP-15185: AD import is getting failed in certain cases.
• SDPMSP-15202: When associating users to roles under Admin >> Account Details >> Organization Roles, site values are not listed when Multiple Sites option is selected.
• SDPMSP-15249: In certain scenarios, LDAP import displays incorrect count.
• SDPMSP-15263: Unable to update the Password Policy when Random Password is selected under Admin >> Account Details >> Active Directory >> Local Authentication Password.
• SDPMSP-15284: Downgrading the product to the free edition displays a blank header.
• SDPMSP-15294: History tables are not synced properly during Periodic Sync in Advanced Analytics.
• SDPMSP-15325: Error thrown while we execute survey custom reports in certain cases.

Issues Fixed

• SDPMSP-15226: Unable to do POST/PUT/DELETE operation through API using technician key in certain cases is fixed.

Enhancements

• SDPMSP-8842/9435/14422 : Configure and enforce a password policy for all users to ensure better security of the user data.
• SDPMSP-15123 : Ability to set a Flexible expiry period in password settings
• This feature is present under Admin -> General settings -> Security Settings -> Password Policy 

Issues Fixed

• SDPMSP-13437: Error is thrown, when the request is closed from the resolution tab.
• SDPMSP-13794: Unable to add a new Support Group in certain cases is fixed.
• SDPMSP-14357: Unable to resolve the request during the reply, when a field is made mandatory under request closing rules are fixed.
• SDPMSP-14374: FAFR is not working for On Form Load event if Conditions is Login Name and Action is Set Field Technician.
• SDPMSP-14381: Hide fields in FAFR is not working in requester login.
• SDPMSP-14403: In Submit for Approval page, the users listed are not correct and it is listing users without email id and not listing MSP requesters is fixed.
• SDPMSP-14431:RequestResolutionMigrationSchedule missed in 10500 PPM is fixed.
• SDPMSP-14433:FAFR: Hide Fields option is not working in On Form Load Event if the FAFR is associated with only one account.
• SDPMSP-14448: Unable to assign a technician to a request from the list view, when any mandate field is empty in the request.
• SDPMSP-14457: Mail fetching stops when an Unknown user sends mail and Provides login access to users created through e-mail requests. This will occur when the related ssp setting is set to No.
• SDPMSP-14462: Exception is thrown while running a custom report in the All Assets module with the account field enabled.
• SDPMSP-14491: Request is not automatically closed when approval is denied through login.
• SDPMSP-14511: AP / ZOHO reports sync is not happening post 10500, Due to AMOUNTPAID column in billhistory table entries.
• SDPMSP-14970: Unable to open the default template, when there are more then 100 accounts.
• SDPMSP-14973: Technician name is wrongly mapped as the requester is certain cases are fixed.
• SDPMSP-14976 / 15096: On Form Load Issues issues in Field and Form rules are fixed.
• SDPMSP-15021: Page crashed exception thrown when accessing Request advanced search in certain cases is fixed.
• SDPMSP-15023: Unable to update picklist values if there are more than 110 values post the recent 10.5 upgrades is fixed.
• SDPMSP-15024: XSS vulnerability issues are fixed.
• SDPMSP-15046: Wrong widgets are displayed on the dashboard is fixed.
• SDPMSP-15073: Junk Notification Filter throws an error during edit operation is fixed.
• SDPMSP-15081: Unable to delete the given relationship details in the asset details page is fixed.
• SDPMSP-15083: Notify requester when a request is approved/rejected is not working for the accounts created before 10500 upgrades.
• SDPMSP-15085: Start/Stop Mail fetching is not working for foreign languages like Russian, Portuguese & Brazil.
• SDPMSP-15097: DC-MSP Integration fails in recent upgrades in certain cases is fixed.
• SDPMSP-15099: Unable to save incoming mail setting if "Email address" has a value of length more than 100 is fixed.
• SDPMSP-15100: Unable to save incoming mail setting if the "exception list" has a value of length more than 100 is fixed.
• SDPMSP-15101: Only 25 accounts are listed while approving an unknown requester is fixed.
• SDPMSP-15105: HTTP to HTTPS redirection is not done for a particular URL in the application login page.
• SDPMSP-15106: Unauthenticated users are able to change the installation status of deployed agents reported by "Luis Alfredo Nunez Rincon"
• SDPMSP-15142: SDP Agent version reporting incorrectly is fixed.
• SDPMSP-15158: Request is not closed automatically when the request is rejected from UI.

Behavior changes

• Agent Uninstall and Agent Remote Control functionalities have been removed from the application.

Issues Fixed

• XSS Vulnerabilities are fixed.
• CSRF Vulnerabilities are fixed.
• Privilege escalation vulnerabilities are fixed.
• Remote code execution vulnerability in the windows agent scan is fixed.
• XXE vulnerabilities are fixed.
• Unable to merge request from Request actions menu is fixed.
• SDPMSP-14911: Request Details page - Properties section is not shown in certain cases is fixed.

Issues Fixed

• XSS Vulnerabilities are fixed.
• CSRF Vulnerabilities are fixed.
• Privilege escalation vulnerabilities are fixed.
• SDPMSP-14905: Unable to view a Request in certain cases is fixed.
• SDPMSP-14883: Upgrade from 10500 to 10504 / 10505 got failed is fixed.
• SDPMSP-14746: SQL injection vulnerability detected in the unused sources is fixed.
• SDPMSP-14871: Exception is thrown while splitting a ticket is fixed

Issues fixed :

• SDPMSP-13862: Requester tab crashed while creating Service catalog in certain cases.
• SDPMSP-13983: In Chinese language the Accounts page, service plan and top up plan page is not i18n properly.
• SDPMSP-14056: Unwanted Alert is shown while selecting Requester in Request creation form.
• SDPMSP-14081: Unable to import more than 200 accounts from zoho CRM.
• SDPMSP-14116: Translations - In Chinese language, Some words are shown in English.

Behavior changes :

• SDPMSP-13478: Zoho CRM v1 API end-of-life (EOL) on 31 December, 2019 is handled.

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

Issues Fixed :

• SDPMSP-13306: Unable to remove group field in incident template.
• SDPMSP-13476: Additional charge information is shown under billing details even the related request is deleted.
• SDPMSP-13651: First site in the site drop down is auto set while creating and editing the departments and in SLA page while editing the SLA.
• SDPMSP-13775: Account login web URL should be saved without scheme (http/https).
• SDPMSP-13863: Service catalog -> Requester configuration Tab crashes when Group field is disassociated.
• SDPMSP-13936: Change approval page is shown blank for CAB approval only when an Account Manager clicks the approval link.
• SDPMSP-13943: Technician and group gets vanished on saving a PM Task.
• SDPMSP-13944: Incident catalog vanishes when changing account in standard edition.
• SDPMSP-13956: Unable to delete an Account, when a request is associated with an inactive site.
• SDPMSP-13963: Mobile Device Manager user limit reached error message is thrown despite the limit is not reached.
• SDPMSP-13991: While editing the preventive maintenance task, the site changes to default site.
• SDPMSP-14013: EWS Mail Fetching is stopped due to an error in getting the Internet Message Headers from the mail.
• SDPMSP-14017: XSS vulnerability has been found in the MSPFileAttachment.jsp is fixed.
• SDPMSP-14039: Duplicate sites are created during AD requester import.

Enhancements Made :

• SDPMSP-13243: Advanced analytics integration (On premises) for ServiceDesk Plus-MSP now supports two new modules - Projects and Solutions.

Project management analytics

• Track progress of all your projects simultaneously from a single console. These reports help you identify bottlenecks and closely monitor project activities using Burn-down and Burn-up charts.

Analytics on Solutions/Knowledge-base

• Keep your knowledge-base articles up-to-date by analyzing the usage patterns and measuring the relevance of your self-service solutions.

Analytics on Request transition history

• Analyze the transition history of a request such as,
  • The number of times each request was re-assigned to a different technician.
  • The amount of time a request was put in an on-hold state.
  • The number of support groups that have worked on each request.

Issues Fixed :

• SDPMSP-13066: SMS notifications configured in business rules are not triggered when more than one technician is selected as the recipient.
• SDPMSP-13759: Survey outgoing emails contains garbled values for certain fields in non-English languages, such as Chinese, Finnish, Japanese, and Korean.
• SDPMSP-13836: Request template details and workflow details gets vanished in some cases.
• SDPMSP-13872: Issue in the Bill generation has been resolved.
• SDPMSP-13900: ServerAliasUrl is not account specific in the Self Service login notification,if an User is imported from CSV or Active Directory.
• SDPMSP-13902: Request custom filters are not listed in some cases.
• SDPMSP-13921: CSRF Vulnerabilities fixed in request listview actions.

Issues Fixed :

• SDPMSP-13785: Unauthenticated sensitive information leakage during FOS replication.
• SDPMSP-13818: DoS attack detected during bar code generation.
• SDPMSP-13819: Safe response headers are disabled in ServiceDesk Plus-MSP.
• SDPMSP-13824: Insecure Direct Object Reference vulnerability in request inline images.
• SDPMSP-13831: Vulnerability issues in Reports.
• SDPMSP-13854: Remote Code Execution(RCE) vulnerability in reports module.

Issues Fixed :

• SDPMSP-13408: When AE instance is behind Proxy server, it is Unable to push the data to msp central server.
• SDPMSP-13454: Survey is sent to all users in the account instead of a single user configured in the user group.
• SDPMSP-13474: HTML tags are shown while copying a service request.
• SDPMSP-13509: Technicians are not getting notified through SMS when a request assigned to him.
• SDPMSP-13612: Unable to assign technician to a request in certain cases.
• SDPMSP-13663: Performance issue in Site to technician association or request list view page slowness is fixed.

Issues Fixed :

• SDPMSP-8577: Worklog start time auto populates even after disabling the respective option in self service portal settings for the contract billing associated worklog is fixed.
• SDPMSP-13000: Problem with Survey Message HTML Editor is fixed.
• SDPMSP-13293: Default software reports are not working in the following languages Spanish, French, German, Dutch is fixed.
• SDPMSP-13351: Unable to create new dashboard in both standard and professional edition's is fixed.
• SDPMSP-13442: Upgrade fails, since view all solution role persist to SDGuest is fixed.
• SDPMSP-13445: Requester is not populated while creating a change when the same requester is associated in the template configuration.
• SDPMSP-13446: Performance logs are taken frequently irrespective of time is fixed.
• SDPMSP-13448: Sites are shown wrongly in account manager login.
• SDPMSP-13455: While creating a PM Task, Category drop down is empty if All Account is selected in account combo and Requester is selected.
• SDPMSP-13458: Restoring PGSQL to MSSQL instance is not working or Unable to edit the account from account list view page.
• SDPMSP-13464: Mail fetching gets stopped in certain cases is fixed.
• SDPMSP-13470: Error throws when the same report is used for custom schedules after scheduling it or exporting it.(under scheduled reports).

Behavior changes :

• SDPMSP-13452: Differential hours will be shown while adding a worklog, irrespective of the Operational hours option set in the respective ticket's SLA.
  You can override the behavior from Self Portal settings - Show sections of differential hours in worklog based on SLA?

Issues Fixed :

• SDPMSP-13115: When a report contains Non-English characters, the report sent out has encoding content in it.
• SDPMSP-13341: Unable to save change when a change manager or category is set mandatory in change template.This is fixed
• SDPMSP-13402: Directory traversal vulnerability is fixed.
• SDPMSP-13404: Post upgrade to recent builds, the HTTPS mode is restored to default HTTP mode under security settings page.

New Enhancements :

Billing Enhancements :

• SDPMSP-7019: User can round off the worklog timespent values before bill generation.
• SDPMSP-11707: Ability to show subject of the ticket in the generated Bill.
• SDPMSP-12723: Option to configure 'Pay Before' date setting through UI.
• SDPMSP-13006: Ability to delete existing Service Plans.
• SDPMSP-13074: Ability to create custom filters in Contract Billing page.
• SDPMSP-13075: Ability to add Description and configure date format for Billing Contract.
• SDPMSP-13076: Ability to add technicians to be notified for billing mail and contract expiry notification.
• SDPMSP-13077: Ability to Terminate Billing Contract Instantly.
• SDPMSP-13175: Ability to copy Service Plan.
• SDPMSP-13205: Ability to show Service Plan details in Contract Details Page.

Admin Operations :

• SDPMSP-13082: Ability to generate query and custom report based on loggedIn user using '$LoggedInUser' template variable.
• SDPMSP-13151: Ability to add Account and site in business rule criteria.
• SDPMSP-13152: Option to configure selective Attachments of an Account to be visible to all Technicians for that Account.
• SDPMSP-13176: Ability to show account details to all technicians.

Integration Enhancements :

• SDPMSP-12013: Ability to bill push worklogs to ZOHO Books/ZOHO Invoice/QuickBooks Online/Xero when a Request is 'Closed'.
• SDPMSP-12932: Endpoint Central (formerly Desktop Central) MSP (DC MSP) Dashboards can now be viewed from SDP MSP Dashboard page itself.

Customization :

• SDPMSP-12766: Option to show user's account logo in the header.

Mobile App Enhancement :

• SDPMSP-12944: When a ticket is viewed through iOS app browser, you will have an option to open in iOS app instead.

API Enhancement :

• SDPMSP-12953: CMDB Servlet API - Assign Asset Ownership with user's Login Name and Domain Name to identify the owner.

Issues Fixed :

• SDPMSP-12740: Unable to save notification rules in some scenarios.
• SDPMSP-12862: Technician calendar page is taking more time to load, when the usersitemaping table has more entries.
• SDPMSP-12968: Unable to translate "Associate to all Accounts" text from translation page.
• SDPMSP-12986: AccountManger role is not getting dissociated when a MSP requester is converted to technician.
• SDPMSP-13005: Mobile app - Tickets are not listed when a custom view filter contains "$LOGGEDINTECH" value in the technician field.
• SDPMSP-13048: Performance Issue in CMDB All CI View, when the inactive support groups are more than 2500.
• SDPMSP-13058: Account Additional fields are not shown in correct order in account details page as set in Admin->Configuration items->Account.
• SDPMSP-13169: History is not captured when the trigger is executed for the request is created through mail.
• SDPMSP-13206: Unable to delete a Shared domin under admin -> Windows domain scan.
• SDPMSP-13270: Unable to import users from AD when domain name is same as its account id.
• SDPMSP-13278: Reporting to field is not updated when updated through API.
• SDPMSP-13280: Exception is thrown on editing and executing the default reports.
• SDPMSP-13299: The Non contract Account's Reports does not generate any data if 'Contract name' & 'Billing status' parameters are included in the display columns.
• SDPMSP-13359: Support address in report's error page should be updated.
• SDPMSP-13398: Zoho creator app is missing under ME integrations.This is fixed.

New Features :

• SDPMSP-13194 : EWS Support -Use Exchange Web Services to connect to an exchange server for mail fetching.

Issues Fixed :

• SDPMSP-13301 : Insecure Direct Object Reference vulnerability (CVE-ID-2019-8394) in File Upload sections of the application.
• SDPMSP-13336 : Preventive Maintenance - Periodic schedule is not working in certain upgraded instance. This is fixed.

Behaviour changes :

• SDPMSP-13229 : In the Incident templates creation, Earlier Group will be populated based on the technician selected in the technician drop down.Henceforth, technician's groups will only be shown , when particular account and site is selected and it wont be shown if we select all accounts.
• If authentication is disabled in the outgoing mail server, do not enable it under Outgoing Mail Server settings. Otherwise, outgoing emails will be stopped.

New Features :

Admin :

• SDPMSP-12939: Translation support for Greek,Lithuanian, Georgian & Thai.
• SDPMSP-13179: Archive requests by using the Any Completed Status criteria under Admin>>General Settings>>Data Archiving.
• SDPMSP-13181: User import from Active Directory can now fetch Employee ID and 'Large Integer' type field accountExpires.
• SDPMSP-13183: Under Sites, use the Inactive Sites filter to list the sites that are deleted, but used in the product.
• SDPMSP-13241: New field types such as Radio and Checkbox are available for incident additional fields.
• SDPMSP-13242: Support for Bulgarian language in ServiceDesk Plus-MSP.
• SDPMSP-13246: Support for new language - Macedonia.

Request Templates Enhancements :

• SDPMSP-12910: In service templates, ability to mark cost of individual resources along with the base service cost so that requesters get to know the over all service cost, and approvers can take action based on the cost involved.
• SDPMSP-13170: In request templates, add sections, search existing fields, preview the template, and provide help content for individual fields and for the template. In addition, you can bulk add pick list values and reorder them.
• SDPMSP-13178: You can now change the template of a service request. The new template can be from the same or different service category.
• SDPMSP-13184: Field and form rules inclusion for each incident template will be indicated by an icon in the list view.

Billing :

• SDPMSP-13119: Ability to edit contract applied worklogs till it is paid.

Asset Management :

• SDPMSP-12668: The Asset Loan feature enables you to mark loanable assets; track asset loaning, return, extension, and expiry; and configure asset loaning notifications.
• SDPMSP-13245: Option to disable automatic delta scan. Admin >> Discovery >> Scan Settings.

Change Management :

• SDPMSP-12671: In change workflow, configure auto-approval for changes recommended by all CAB members.
• SDPMSP-12901: SDAdmin can now mandate change roles in templates, and users can assign change roles while creating the change request.
• SDPMSP-13180: Share a Change Request with all technicians by selecting $AllTechnicians for SharedRole, or select specific technicians for the role.
• SDPMSP-13185: Files attached to a change in the Submission and Planning stages will be added to CAB recommendation email notifications.
• SDPMSP-13186: Change roles to be notified for a given status is made specific to a change workflow. The Notify To field in a change status can be edited only within a change workflow.
• SDPMSP-13187: User emails and system notifications will be listed under Conversations inside a change. You can also reply to and forward notifications.

Solutions :

• SDPMSP-8237 / 10300: Solution Auto Suggest for Technicians: Suggesting solutions for requests based on the keywords found in the requests. This allows the Technicians to try different solutions from the suggestions, copy them as resolutions if applicable, or add comments to the solutions that didn't work while keeping track of the tried solutions.

Customization :

• SDPMSP-12550: The application login page gets a UI revamp. Post upgrade, default login page will be displayed. Under the self-service portal settings, customize the page by editing the HTML. You can also revert to the previous login page by inserting the corresponding CSS script.
• SDPMSP-12854: Customize the Report an Incident widget in the requester home page by editing the HTML. Search option for templates is now available inside the same widget, making it easy and simple for users to raise requests and to report incidents.

Security Enhancements :

• SDPMSP-13182: Configure a password, for both login and non-login users, to ensure secure access to files, such as exported reports, scheduled reports, and exported request list generated from within the application. Enable File Protection Password under Admin >> Privacy Settings.
• SDPMSP-13188: Install the SSL certificate from the UI under Admin >> General Settings >> Import SSL. However, SSL certificate trusted by an internal certificate authority cannot be imported from the UI.

API :

• SDPMSP-13083: Rest API Documentation tool for SDPMSP.

Integrations

• SDPMSP-12596: ADManager Plus integration, with a revamped UI, now offers the following additional user management actions through Active Directory :
  1. Add to Group.
  2. Modify Department.
  3. Modify Manager.
  4. Remove Folder Permissions.
  5. Remove from Group.
  6. Set Folder Permissions.

Note: Configure from the application UI the fields to be displayed in the User Creation form. Map individual user domains with specific templates through which select fields must be modified in the Active Directory. ADManager Plus version must be 6640 or above for the enhancements.

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

• SDPMSP-13243: Advanced analytics integration for ServiceDesk Plus-MSP now supports two new modules - Projects and Solutions.

Project management analytics

• Track progress of all your projects simultaneously from a single console. These reports help you identify bottlenecks and closely monitor project activities using Burn-down and Burn-up charts.

Analytics on Solutions/Knowledge-base

• Keep your knowledge-base articles up-to-date by analyzing the usage patterns and measuring the relevance of your self-service solutions.

Analytics on Request transition history

• Analyze the transition history of a request such as,
  • The number of times each request was re-assigned to a different technician.
  • The amount of time a request was put in an on-hold state.
  • The number of support groups that have worked on each request.

Behaviour Changes :

Case : 1

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

• * If the requester of a ticket is an actual end user (not technician), then the new site will be associated if that site belongs to the requester’s account.
• * If the requester of a ticket is a technician, then the new site will be associated if the current technician(Logged-in tech) has permission for that site and also if the site belongs to the technician’s account or if the site is a MSP Organization Site.
• * When bulk editing the request, the site value will be populated based on the logged-in technician’s site, request account change operation will be carried out only if the selected site is associated to the Work order's requester(Requester/Technician).

Other behaviour changes :

• Earlier, while creating a request/ticket, the client machine's host name was stored in the request's history. Henceforth, only the client machine's IP address will be stored since the property 'enabledLookups' will be set to 'false' in 'server.xml' file by default. You can revert to the old behaviour by setting the property 'enabledLookups' to 'true' in the 'server.xml' file.
  

  Note: This requires a restart and might result in performance problems since resolving the client host name depends on a call to the DNS server.

• Change workflow will be displayed only in Single view and not in Tab view anymore.
• The application will function on free license after the acquired license expiry.
• Duplicate additional fields will be automatically removed from the request template forms. To view the changes, go to the System Log Viewer.

Issues Fixed :

• SDPMSP-10472: Custom triggers are not executed on requests that are generated from preventive maintenance tasks.
• SDPMSP-10730: Screen Flickers or Jumps when using the product.
• SDPMSP-11021: Mail fetching is stopped while receiving a push notification.
• SDPMSP-11037: Reply window does not get closed after sending reply mail if Request tab is closed.
• SDPMSP-11083: In the Change planning tab, user information disappears when the page is refreshed or when the tab is toggled, after adding impact, rollout, backout plan, checklist, or downtime.
• SDPMSP-11624: No proper authentication error message is shown for incorrect non-login URLs.
• SDPMSP-11690: Unable to import users from AD if all the required OUs are selected.(greater than 60000).
• SDPMSP-11732: Default font in the application is changed after upgrading to 9404.
• SDPMSP-11886: Security response headers are missing in the login form.
• SDPMSP-11946: Admin: Tasks list view in Incident/Service Catalog templates couldn't be sorted based on Task Order.
• SDPMSP-12095: Technician unable to receive chat requests if the technician is enabled for one chat group and excluded from other groups.
• SDPMSP-12125: Link in the locked account email does not work to the selected admin.
• SDPMSP-12743: Default report : "Time spent by technician on projects" is not working in MSSQL.
• SDPMSP-12752: Worklog navigation is not working in certain cases.
• SDPMSP-12949: Out Of Memory error occurs during the backup of directories with large number of files. If you adjust the memory size and complete the backup, Restore will still not be possible.
• SDPMSP-12973: Service catalog - Workflow, Any Approver can approve a request,provided the others do not reject option is missing in MSP
• SDPMSP-13012: Unable to translate request list view columns in non-English languages.
• SDPMSP-13041: Issue with FAFR config when condition is 'is empty' or 'is not empty'.
• SDPMSP-13042: Unable to delete an existing item and add new from PO edit page.
• SDPMSP-13086: Scheduled custom reports does not display any data on accessing the report.
• SDPMSP-13106: Associated asset disappears in the request creation page.
• SDPMSP-13107: Notifications sent to Account(Other than MSP) users should be sent from corresponding Account's support mail address and not Msp Oganization's email address.
• SDPMSP-13131: ADMP Integration is not working in certain cases.
• SDPMSP-13136: Help card text maintains even when i add some text in status change comment box.
• SDPMSP-13141: Unable to start MSP SDP product as service if a SDP product is already running as service.
• SDPMSP-13150: All Service categories are listed for the first time in incident templates in certain cases.
• SDPMSP-13154: Site drop down shows the sites details as Site, Account instead of Account, Site.
• SDPMSP-13165: When a solution is created and sent for approval to SDAdmin, Admin is unable to view the solution and approve.
• SDPMSP-13222: API "Put" operation is not working in certain cases.
• SDPMSP-13251: Holiday is marked for subsequent month even if we configured for the current month.
• SDPMSP-13262: Request - Email parsing not working for requester when asset is given as a field to set.
• SDPMSP-13265: Fixed Privilege Escalation Vulnerability in solution module.

Issues Fixed :

• SDPMSP-13117 : Privilege escalation vulnerability.

Issues Fixed :

• SDPMSP-8512 : Survey Reports show data across accounts.
• SDPMSP-8759 : SDAccountAdmin is unable to view the "Survey Reports" folder.
• SDPMSP-9108 : Wrong report is sent to users when many reports are scheduled at same time.
• SDPMSP-11171 : Tickets are created under wrong site , when an end user in a site sends email to a group which is in an another site.
• SDPMSP-11401 : Unable to import users via AD Sync when large number of OUs is present.
• SDPMSP-11575 : Post 9400 upgrade, reindex.bat is not working.
• SDPMSP-12585 : Unable to split request if the parent request's technician is not associated to the parent request's site.
• SDPMSP-12771 : Fetch sites is not working in Distributed Asset Scan in Remote Agent -> Central server settings page.
• SDPMSP-12845 : Unable to delete an account when there are License Agreements associated to a software.
• SDPMSP-12856 : Phishing Vulnerability in Login page.
• SDPMSP-12861 : SDAdmin technician should not be allowed to edit the roles associated to himself.
• SDPMSP-12892 : Default template is shown twice in the request edit page.
• SDPMSP-12909 : Home Tasks- Technician list are not account based.
• SDPMSP-12945 : FAFR is not copied properly while copying a service catalog template.
• SDPMSP-12951 : Unwanted HTML tags are present in the requester and technician details page reporting to field.
• SDPMSP-12974 : Performance issue fixed in Notification Rules page.
• SDPMSP-12990 : My tasks shows the count of all tasks instead of the assigned task.
• SDPMSP-13014 : Unable to start the server after restoring backup.
• SDPMSP-13017&13018 : Mobile push notifications are not working.
• SDPMSP-13021 : When an user doesn't have any department value, LDAP import is not working properly.
• SDPMSP-13022 : New incident page - Requester search is not working when we search with middle or last name.

Behavior changed:

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

• If the requester of a ticket is an actual end user (not technician), then the new site will be associated if that site belongs to the requester’s account.
• * If the requester of a ticket is a technician, then the new site will be associated if the current technician(Logged-in tech) has permission for that site and also if the site belongs to the technician’s account or if the site is a MSP Organization Site.
• * When bulk editing the request, the site value will be populated based on the logged-in technician’s site, request account change operation will be carried out only if the selected site is associated to the Work order's requester(Requester/Technician).

Issues Fixed :

• SDPMSP-12960 : Unable to edit request in certain cases.

Behaviour Changed :

• Requests cannot be moved to different accounts using bulk edit.

New Features :

Accounts Tab :

• Ability to add Tasks from the Accounts page.

Billing :

• Option to deduct allowance only from operational hours when diff charges are configured.

Worklog :

• Billable/non-billable worklogs in all modules.
• Work log billable/non-billable property to be synchronized with Zoho Reports & Analytics Plus.
• Behaviour of Work Logs along with Request's billable changed after bringing in Billable/Non-Billable property for Work Log.
• Is billable field is available under Time spent reports.
• Support for Billable and Work Log Type attributes in v3 API.
• Worklog type is added as a column in the Worklog type list view.

Change Management :

• Account based change template.
• Ability to associate multiple projects to change and vice versa.
• Ability to associate MSP problem to change.

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

• Configure Account based Survey Templates.
• Configure different survey templates for different types of requests.
• Send ad hoc surveys; the survey need not be associated to a request.
• Send surveys periodically; in predefined intervals, such as once after 2 weeks or 4 months.
• Configure different answers for different questions. Find these features at Admin >> User Survey.

Projects :

• Get projects related to key information displayed in the dashboards page. Include project related widgets to display key information on the dashboard page.
• Additional fields for Projects: Capture different types of alphanumeric information about your projects by adding different types of fields.

Service Catalog :

• Ability to configure default service workflow for all accounts during template creation.

Integration :

• Password Manager Pro Integration.
• Site24x7 integration with SDPMSP.

Behaviour Changes :

• Billed/Jobsheet confirmed Work Orders of Charge Per Incident type shouldn't be marked as billable/non-billable.
• SDPMSP-12543: Option to allow Change Owner to globally edit Changes using queries.

Issues Fixed :

• SDPMSP-10669: Prompt for Request closure code(Resolved status) is not appearing in Inline edit and global edit.
• SDPMSP-11913: Unable to open SLA Violated requests from Dashboard from the widgets - Request received in Last 20 days and Request Closed in last 20 days.
• SDPMSP-11958: Iphone app crashes when we click on Date field provided the iPhone has 24hr date format set in its settings.
• SDPMSP-12002: Dashboard reports are not displayed for Stacked Bar Chart 2D/3D.
• SDPMSP-12004: Request: Unable to associate a Project to a Request when a Change is associated to that Project.
• SDPMSP-12021: Request - History tab goes blank after the instance is upgraded from 8106 to recent versions.
• SDPMSP-12128: When an email signature contains images, then there is an unwanted attachment is present in the respective e-mail notifications.
• SDPMSP-12142: In certain cases , Incorrect data is exported while we export the report in different formats.
• SDPMSP-12240: In Custom Schedules, the help card is not loaded when the product language is different.
• SDPMSP-12278: Cross-site Scripting related fixes in Project filter.
• SDPMSP-12451: Encoding error at chat applet is fixed.
• SDPMSP-12539: In the request history, Before Modification and After Modification sections with regards to Description changes are not displayed.
• SDPMSP-12591: In Change template , saved users in Change roles (of all user type) are not displayed.
• SDPMSP-12597: Unable to edit and save requesters when the purchase approver check box is enabled.
• SDPMSP-12600: Notifications send to MSP users (msp requesters and technicians) should be sent from MSP Oganization support mail address and not MSP Mail server's email address.
• SDPMSP-12606: In Work log form 'Is non-billable?' field is changed as 'Is Billable?'.
• SDPMSP-12644: Unable to change asset state of the assets.
• SDPMSP-12676: Unable to take backup due to the Dynamic Table issue is fixed.
• SDPMSP-12719: On updating an asset without asset, state exception is thrown in the UI.
• SDPMSP-12722: LDAP configuration page is blank for Account Admin role technicians.
• SDPMSP-12725: Incorrect Notification is sent in projects with no change associated to it.
• SDPMSP-12844: Unable to delete account for which billing contract was configured.
• SDPMSP-12863: Technician ID is shown instead of Technician's name in Request History after upgrading to 9413.
• SDPMSP-12872: Popular solution search in requester login for non English language settings throws authentication error.
• SDPMSP-12898: When account name contains ' symbol in Account name then on editing the account all the fields are shown as an empty field.
• SDPMSP-12922: Performance issue in request details page.

Features

• SDPMSP-12672: HTML Edit feature in Message section of Reply Template.

Issues Fixed

• SDPMSP-11628: When editing a request and the request's account is disassociated from the request's template then the Request Page crashes.
• SDPMSP-11775: Request Resolution : Auto suggest does not show correct set of solution.
• SDPMSP-11902: Upgrade Failure from 9403 to 9405 due to mismatch of data in BillHistory table and resigned users table.
• SDPMSP-11929: During Bill Generation , additional cost items are shown twice.
• SDPMSP-12021: History tab is not loaded post upgraded from 8106.
• SDPMSP-12028: Worklog type duplicates when renaming inventory item in xero.
• SDPMSP-12055: Organization id becomes null when an user tried to regenerate the authtoken in ZOHO Books integration.
• SDPMSP-12067: Search Field options of Task combined view in Request page is not Account based.
• SDPMSP-12071: Requester history page throws error in certain cases.
• SDPMSP-12132: Unable to associate multiple Assets to a Request through API.
• SDPMSP-12182: No Custom Menus are listed under Actions in Request Details view and also under Request Custom Menu settings in Admin tab.
• SDPMSP-12255: SDP Logo is shown while using mobile browser.
• SDPMSP-12268: Autocomplete for password fields across the product is disabled.
• SDPMSP-12269: Information disclosure vulnerability present in home page.
• SDPMSP-12270: Information disclosure vulnerability in Contact Support section under Help.
• SDPMSP-12271: Cross site scripting vulnerabilities in Language section of the Personalization menu.
• SDPMSP-12369: Windows Agent Configuration -> Updated Server Port & Ip address is not reflected in agent installation.
• SDPMSP-12401: Contract view is not working, when multiple technicians are associated to the contract under "notify" and one of them is deleted.
• SDPMSP-12409: Unable to add Service additional field in certain cases.
• SDPMSP-12413: Domain list on login screen is sometimes divulged.
• SDPMSP-12419: Account Additional field of multi-line type aren't aligned properly in Account Details tab of Request Details View.
• SDPMSP-12428: OU selection is not retained during AD Imported which is fixed.
• SDPMSP-12429: Change FAFR : user type does not contain option to exclude Change Manager, Change Owner and SDChangeManger.
• SDPMSP-12443: Few Custom Views disappeared on Pickup action under Unassigned view in certain cases.
• SDPMSP-12449: Field and Form Rules is not working on global edit.
• SDPMSP-12512: When a request is updated, Support group technician's notification is not sent.
• SDPMSP-12516: Technician is not listed under select approver field in Service Template in case of non msp site.
• SDPMSP-12525: Login uri gets reset in certain cases.
• SDPMSP-12530: Able to configure MSP URL for other account URL is fixed.
• SDPMSP-12532: Zoho Reports name is changed to Zoho Analytics in SDP-MSP product.
• SDPMSP-12548: Task API - Update task wipes out existing information.
• SDPMSP-12592: AD Import in Requester fails when there are more than 300 OU's.
• SDPMSP-12598: In custom Trigger, Sites are not shown account based.
• SDPMSP-12633: Custom triggers are getting applied to non selected accounts also.
• SDPMSP-12654: All account details are shown while creating a MSP Asset.
• SDPMSP-12662: Unable to add technicians when the associated accounts are more than 300.
• SDPMSP-12718: Mobile App - With the credentials of a user is one domain, logs in to user of another domain.

Features

• SDPMSP-11376 : Option to show only approved solutions to the technicians- Unapproved solutions will be hidden from technicians who doesn't have solution approval privilege.

Issues Fixed

• SDPMSP-10437 : Technician with custom role is not able to add requester through quick actions.
• SDPMSP-11927 : History page gets crashed while viewing the "History" tab of certain assets.
• SDPMSP-12008 : Performance issue while updating Technician details is fixed.
• SDPMSP-12124 : When a open ticket's status is changed to 'On Hold' status, the change is not captured in the History.
• SDPMSP-12140 : My Approvals widget is not listed in the Home tab.
• SDPMSP-12236 : Categories associated for specific accounts are not visible in Incident template category field.
• SDPMSP-12245 : Accounts associated in a custom trigger gets reset into "All Accounts" after saving it.
• SDPMSP-12252 : Application is not taking the automatic Backup during certain upgrade process.
• SDPMSP-12256 : In Custom trigger, values for "Requester Name" criteria fails to load.
• SDPMSP-12259 : Refresh token expires in short time in QuickBooks Online integration.
• SDPMSP-12260 : When a notification link has account URI details,then the notification link is not working.
• SDPMSP-12261 : Close option is not listed in custom trigger criteria.
• SDPMSP-12267 : XSS vulnerabilities found in showStatusMessage.jsp.
• SDPMSP-12272 : XSS vulnerability is found in "/selectci.json" URL.
• SDPMSP-12288 : When solution list view is accessed through api, the number of views in solutions list view doesn't get updated.
• SDPMSP-12296 : "Account Details" in request's details page throws error for Custom role Technicians.
• SDPMSP-12297 : Templates which are not associated for an account is also listed on editing a request.
• SDPMSP-12313 : Account admin is unable to scan Assets from Windows Domain Scan.
• SDPMSP-12371 : Unable to export scanned software from the list view.
• SDPMSP-12389 : XSS Vulnerability in the Software Metering graph of the Software Summary page.
• SDPMSP-12390 : When a vulnerable license file gets uploaded, no proper error message is shown.
• SDPMSP-12391 : Vulnerability: Credential information is hard coded in plain text format.
• SDPMSP-12395 : Directory traversal vulnerability found in file upload.
• SDPMSP-12396 : GET URLs replaced with POST URLs.
• SDPMSP-12415 : Unable to create request from chat settings , missed chats.
• SDPMSP-12572 : Translation issue in showing "MSP Holidays" in polish is fixed.
• SDPMSP-12573 : "Request type" link is not available in admin page under helpdesk customization for standard/professional license.
• SDPMSP-12578 : Unable to add network scan.

Issues Fixed

• SDPMSP-12535 : Mail Fetching is getting Stopped while request creation through email after upgrading to 9410 in certain cases.
• SDPMSP-12545 : Default Billing Contract is not applied over Requests which are created through Preventive Maintenance Task.
• SDPMSP-12547 : API structure of request details doesn't have contract status for No Contract Requests or Android app is not working post upgrade to 9410.
• SDPMSP-12549,12551 : Upgrade to 9410 fails in certain cases where contract billing is configured.
• SDPMSP-12553 : Upgrade to 9410 fails in certain cases where the database used is less than SQL server 2012.
• The Apple push notification certificate is updated in this build.

Features

Billing Enhancements:

• Associate multiple contracts with an account.
• Create prepaid service plans.
• Charge customers on a weekly basis.
• Charge customers at the end of a contract period using the Contract Length option in service plans.
• Send job sheet as a soft copy to the requester.
• Contract information in the account is well positioned in the Requests Details page for better visibility.

Account Details Enhancements:

• Configure and track account details effectively.
• Get a consolidated list of IT Assets, Requesters, Technicians, Requests under one place.
• Option to show/hide, Account advisory details from account details view page.

Other Enhancements:

• Option to disable survey filling through non-login URL using query.
• Share MSP assets to users from other accounts and track them.
• Include account managers in Service Level Agreement escalation notifications.
• Last Update Time of requests will get updated on any Add/Update events happening in Work logs.

Integration Enhancements

Integration with Salesforce CRM:

• Introducing ServiceDesk Plus MSP integration with Salesforce CRM.
• With this integration, you can Import Account and Contact information from Salesforce CRM.
• Schedule and configure automatic imports.

CTI Enhancements

• Incoming call (UI changes in call popup to view requester's assets, to view account requests, to add comments to request description).
• Make outgoing calls from SDP MSP to users using Script.

Xero Enhancements

• Push Invoice Tax type to XERO.
• Date format is now customizable.

Integration with AD Manager Plus

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

• Reset passwords, create, delete, unlock, enable, and disable users in the AD from the request details page of ServiceDesk Plus MSP.
• Efficiently manage their Active Directory in both the Applications.
• This feature can be configured under Admin >> ME Integrations >> AD Manager Plus.
• SDPMSP-ADMP integration is compatible with ADMP build number 6500

Endpoint Central (formerly Desktop Central) - MSP Integration Enhancements

• "Tools" introduced under Actions menu of requests for performing operations such as "Lock", "Hibernate", "Shutdown", "Restart" etc., on target machines remotely from SDPMSP.
• "Tools action integration between SDPMSP and Endpoint Central (formerly Desktop Central) - Ability to restart, lock, wake on LAN, hibernate, shutdown, initiate chat and view system manager of Windows machines from the machine's details page or request details page if SDPMSP is integrated with Endpoint Central (formerly Desktop Central).
• "In DC Integrated mode (DC version 100316 and above), option to start a chat session with the requester will be available. Also, the chat conversation can be added as note or as resolution or can be created as a new ticket.

Third Party Integrations page is revamped for better visibility.

Issues Fixed :

• SDPMSP-6982 : Worklog end time shows extra minute from the current time is fixed.
• SDPMSP-11070: CSRF vulnerability in password reset form.
• SDPMSP-12237: Unable to update Custom Schedules post 9408 upgrade.
• SDPMSP-12289: Unable to hide default username/password details in the login page.
• SDPMSP-12380: No Manage Connection throws when we try to filter using pick list additional field, Request Advance Search.
• SDPMSP-12407: Unable to add/update a Contract worklog through API.
• SDPMSP-12411: When the end time of a Worklog is updated through API, it changes its start time.

Issues Fixed

• SDPMSP-11370 : Date criteria is not working properly in certain cases in custom view filters.
• SDPMSP-11582 : Unable to save Service catalog workflow when any of the configured approver has been deleted from the product.
• SDPMSP-11768 : Unable to edit a support group in certain cases.
• SDPMSP-11814 : Telephony Integration is not working in certain instance.
• SDPMSP-11885 : Task summary count under Tasks is not shown based on the account selected.
• SDPMSP-11917 : CTI Integration : In Telephony call popup, when an incoming number starts with 0 , then 0 is not displayed.
• SDPMSP-12149 : Incident Template - 'Available Groups' under 'Associate Groups to Template' is not populated when Support Group name contains single quote (').
• SDPMSP-12150 : ZipSlip Vulnerability issues fixed.
• SDPMSP-12153 : Billing: Account Contract Expiry Notification - 'Notify after' notification is sent as a blank e-mail instead of the configured content.
• SDPMSP-12164 : Billing - Consumed allowance is not updated when closed request is reopened on email reply.
• SDPMSP-12204 : Custom Schedule is not working due to invalid JSON.
• SDPMSP-12206 : Unable to add new network scan in Asset Explorer 6203 builds.

Features

• SDPMSP-12049 : Reports - Account is added as a selectable column in CMDB reports

Issues Fixed :

• Few Vulnerability related issues fixed.
• SDPMSP-11422 : Exception thrown while splitting a conversation as a new request.
• SDPMSP-11557 : Blank page is shown on clicking business rules in certain cases.
• SDPMSP-11600 : Request Resolution tab shows html content.
• SDPMSP-11609 : Support group is not listed in Account manager role while selecting other sites in request creation page.
• SDPMSP-11659 : Support mail address shown in backup failure cases is updated with MSP support address.
• SDPMSP-11708 : Exception thrown in logs while viewing custom dashboard in certain cases.
• SDPMSP-11709 : Requests by Technician count is showing wrongly in the dashboard page.
• SDPMSP-11805 : Unable to update the worklog from non-billable to billable through API.
• SDPMSP-11893 : Admin - Account Details configuration, additional fields values are not saved in certain cases.
• SDPMSP-11963 : Tasks are not deleted after deleting an account.
• SDPMSP-11964 : All accounts reset to the actual account after editing a request.
• SDPMSP-11993 : Unable to add new account when an announcement is deleted from home page announcement widget.
• SDPMSP-12059 : Exception occurred when accessing Organize Business Rule under admin -> Business Rules in MSSQL database instance.
• SDPMSP-12061 : Request - Mails from new requesters with account support email address in cc is not categorized correctly.
• SDPMSP-12066 : Post editing a SLA, the link goes to the MSP sla list page instead of account SLA list page.
• SDPMSP-12072 : While adding business rule under actions assign to technician actions all the technicians are shown instead of site-specific technicians.
• SDPMSP-12073 : Project template list is not shown based on the account's selected.
• SDPMSP-12074 : When the requester is set while creating a change, Category Select Box reset to default value.
• SDPMSP-12078 : Technicians, Requesters names are not shown in auto-suggestion list in new Changes creation page in few cases.
• SDPMSP-12081 : Requests: Page crashes when the template is changed during request edit operation.
• SDPMSP-12083 : Domain value becomes "None" when editing requester under -CMDB>People>requester.
• SDPMSP-12109 : Error throws in Android app while adding a task.
• SDPMSP-12115 : When SSP setting 'Combine incident and service templates listing for the service' is No, service templates are also listed under Incident catalog drop-down.
• SDPMSP-12117 : Unable to integrate Quickbooks online in certain cases.
• SDPMSP-12120 : When exception throws in a page, Performance issue occurs (if SSO is enabled).
• SDPMSP-12126 : Task API: Edit operation says 'Success' but the Task is not updated.
• SDPMSP-12129 : In some API's when the accountname/sitename attribute is wrongly provided, the operation still proceeds without throwing the error.

Issues Fixed :

• SDPMSP-12062 - Request: Associated Asset is not shown in Request Edit page.
• SDPMSP-12076 - Unable to start the application as service post upgrade.
• SDPMSP-12086 - Request Closing Rules is not working when the associated tasks should be completed option is enabled.
• SDPMSP-12111 - 9406 Upgrade issues fixed.

Features :

• GDPR
  User privacy management : Handle personal data of users (both technicians and end users) in accordance with privacy regulations such as the GDPR. In the Request module, you can now mark out all fields that contain users' personally identifiable information (PII), making it easy for admins to identify what PII is collected and stored in ServiceDesk Plus - MSP. In addition, when users exercise their right to be forgotten, admins can anonymize the deleted users' names to random text and delete the associated PII from the application. Find this feature under Admin >> Privacy Settings.
• Resource state enhancements - Option to add custom asset state with the ability to enable/disable scan for assets in those states.
  Option to enable ownership for assets in these custom states.
  Find the feature at Admin >> Asset Management >> Asset State.
• MSPSDP - 7551 : Request status is given under business rule criteria.
• MSPSDP - 10694 : Custom Scripts in BR: Option to invoke custom scripts in business rules. You can use this to completely abort operations or update field values (like additional field value).
  Find the feature under Admin >> Organization Details >> Business Rules.
• Chat enhancements: - Option to interact easily with fellow technicians using the inbuilt chat.
• Community page inside the application sports a new look.
• Collapsible tabs introduced in header and sub-header of the application to avoid unnecessary scrolling.

Behaviour changed :

• SD-70724 : Actionable items in the Admin module are moved to the left side.
• SD-70728 : 'Add new form' in business rule, SLA, custom filter has a revamped UI.
• SD-71646 : Item price is mandated in purchase orders.

Issues Fixed :

• SDPMSP-11660 - Bill amount is calculated wrongly though the consumed unit is less than the monthly allowance.
• SDPMSP-11909 - Carry forward allowance is not considered while computing Request Charges.
• SDPMSP-11926 - AuthError message is thrown while accessing pages in certain cases.
• SDPMSP-11937 - Build Information and the link shown below in the community tab shows servicedesk plus application details.
• SDPMSP-11942 - Custom product type Assets in the asset list view page are not account based.
• SDPMSP-11961 - Announcement subject is visible to all requesters though it is set to private.
• SDPMSP-11972 - Across accounts domains are listed while editing an asset.
• SDPMSP-11973 - Not all announcements are listed in the Home page.
• SDPMSP-11974 - Account manager is able to view all account's asset names alone while generating reports.
• SDPMSP-11992 - Duplicate invoices are created in Xero in certain cases.
• SDPMSP-11999 - When scanned XML contains only Account Name, scan marks the XML as failed.
• SDPMSP-12014 - LDAP domain list shows across accounts in ldap list view page.
• SDPMSP-12017 - Advanced Analytics - When Importing AD users, notification is triggered for the AAAUser table even the user name is not changed.
• SDPMSP-12022 - When worklog description contains $ character, Xero Integration fails to sync the worklog details.
• SDPMSP-12044 - Field and form rules is not working in few cases.
• SDPMSP-12047 - All Account's Contracts are listed under Parent Contract field while we create a contract.

Features :

• PM Tasks for Service Request - Plan your preventive maintenance tasks well in advance for service requests as well. Find the feature in Admin >> Organizational Details >> Preventive Maintenance Tasks.
• Custom Trigger Enhancements
  • Execute custom trigger actions for requests that contain replies and for approved/rejected requests.
  • Groups defined under other sites are now listed under criteria.
  • Requester name, sites and technician will now be listed under criteria.
  • Create triggers without any criteria. This feature can be enabled using query.By default, this option is disabled.
• Organize Request Catalog - Easily sequence the templates under the request catalog to suit your requirements.Find the feature in Admin >> Service Catalog >> Reorder.
• Export Requests - Select and export requests right from the list view, in various formats.Find the feature under Requests >> Actions.
• Health Meter - Assess your application's health metrics in just a glance from the community tab.Find the feature under Community >> Health Meter.
• SDPMSP-11687 : Feature to add rich text fomatting for Account advisory.

Issues Fixed :

• SDPMSP-10194 : Service catalog page crashed when reserved words are used in Account login URI.
• SDPMSP-11621 : System notification is not shown correctly for request in Android app if the language of the mobile is changed from english to any other language.
• SDPMSP-11731 : Unable to add the groups under asset module.
• SDPMSP-11833 : FOS - File replication does not work.
• SDPMSP-11857 : Performance issue in Request Id search.
• SDPMSP-11892 : Account's are not listed in Account drop down in certain cases

Features :

• SDPMSP-11756: Auto delta scan: Automatic identification of hardware and software changes by the agent in the client machine and notify the application server to initiate the scan from the server.
• SDPMSP-11757: Option to choose the US/EU data centres for Zoho Reports under Advanced Analytics Configuration Wizard.

Issues Fixed :

• SDPMSP-11544 : Selected Account Additional fields are not retained under Request - Account Details tab after adding new account additional field(s).
• SDPMSP-11719 : Unable to save chat settings post 9402 upgrade.
• SDPMSP-11732 : Default font changed after the upgrade to 9402.
• SDPMSP-11736 : Default support groups are not getting copied when a site's related settings changed from refer to copy.
• SDPMSP-11765 : Account Manager is unable to view worklogs.
• Vulnerability related issue fixes mentioned in SDP's Issues Fixed in 9407 read me is fixed in SDP MSP as well.

Features :

• SDPMSP-11016: Ability to change billing status through business rule.
• SDPMSP-11402: Bulk association of notification rules to accounts is made easier.
• SDPMSP-11449: Option to enable/disable 'Domain Filtering during Login' option in Self-Service Portal Settings.
• SDPMSP-11450: Feature to make login URI as optional.
• SDPMSP-11455: Bulk association of Service SLA to accounts through Service catalog is made easier.
• SDPMSP-11480: $AccountName variable can be added in task notifications.
• SDPMSP-11601: Account based Home tasks (Global tasks).
• SDPMSP-11678: Job-sheet Enhancement:
  Allow users to print jobsheet from Request list view (one or more).
  Allow users to print the jobsheet for the request which is not closed (using Query).
  Added few variables in jobsheet template (Org Address, Account Address, Resolved time, Signoff, Notes)

Issues Fixed :

• SDPMSP-9000 : Account Manager is unable to see public reports.
• SDPMSP-9028 : Account Manager is unable to delete his own report folder.
• SDPMSP-9362 : In CTI popup, clicking on More details is throwing privilege error.
• SDPMSP-11299: Unwanted display of edit icon for Technician in CMDB module.
• SDPMSP-11300: Service catalog additional fields are not showing in column chooser.
• SDPMSP-11373: Priority value is not shown while editing a Request.
• SDPMSP-11384: When a product name contains underscore in it, while choosing the product during purchase order creation the characters after the underscore are not getting displayed.
• SDPMSP-11421: Worklog timer is not working properly, when account contract is enabled.
• SDPMSP-11422: Exception thrown while we Split a conversation as new request.
• SDPMSP-11424: Domains are not populated for msp requesters/technicians, when a domain is a shared with msp account alone.
• SDPMSP-11431: When the site name has special character on it, site name is shown with HTML characters.
• SDPMSP-11442: Advanced search is not working properly in certain cases.
• SDPMSP-11481: Exception thrown while we trigger survey manually.
• SDPMSP-11484: Request history is not loaded when the status on hold scheduler has been cancelled.
• SDPMSP-11486: User is not able to retrieve requests through API for custom views.
• SDPMSP-11492: Requester is unable to view the assigned project task from the notification link.
• SDPMSP-11499: Request approval notification is not sent if technician raises a request.
• SDPMSP-11563: Unable to choose Allow Exception fields in Schedule data archiving.
• SDPMSP-11623: Unable to import Assets from CSV file with vendor name.
• SDPMSP-11668: There is a performance issue if the number of requester is huge and many API call is made at a time to fetch requesters.

• GDPR : User privacy management : Handle personal data of users (both technicians and end users) in accordance with privacy regulations such as the GDPR. In the Request module, you can now mark out all fields that contain users' personally identifiable information (PII), making it easy for admins to identify what PII is collected and stored in ServiceDesk Plus MSP. In addition, when users exercise their right to be forgotten, admins can anonymize the deleted users' names to random text and delete the associated PII from the application. Find this feature under Admin >> Privacy Settings.
• Homepage Enhancements : Customize technician's home page by adding/organizing widgets, and changing the layout and background color. Find the feature under Home >> Customize.
• HTML Editor Enhancements : Edit email notification content as HTML and use $ to add variables to the content. Find the feature at Admin >> Notification Rules >> Customize template >> Edit HTML.
• Unified Notification Rules : Customize and configure notification rules across modules under a single roof. Find the feature under Admin >> Organization Details >> Notification Rules.
• Admin Search Enhancement : Experience the enhanced admin search functionality with the categorically listed searched items. Find the feature in the Admin section.
• AMS Renewal : Be notified of the subscription expiry and apply for its renewal, right from the application. Find the feature under Technician Profile >> Get your new AMS.
• Enhancement for Category tree view : resizable.

Issues Fixed :

• SDPMSP-11663 : Incident templates are listed without considering the account selected in certain cases and the resolution is auto-populated.

Issues Fixed :

• SDPMSP-11652 : Fixed a critical issue where dashboard is inaccessible.
• SDPMSP-11654 : Application failed to start in certain cases.

Framework changes :

• This upgrade removes the jBoss dependency from the framework, reduces security risk with jBoss, increased performance and quicker startup.

MySQL support :

• MySQL will not be supported from this version.

Issues Fixed :

• SDPMSP-10737 : Dashboard is showing wrong Open Requests count.
• SDPMSP-11258 : Software purchased license is not showing properly under purchased count.
• SDPMSP-11321 : Certain dashboard widgets are empty, under all sites.
• SDPMSP-11334 : In IE11 , Headers are not visible in certain cases.
• SDPMSP-11435 : On editing the worklog , its additional cost items value becomes empty.
• SDPMSP-11443 : Unwanted entries present in the database which results in request merge issue.
• SDPMSP-11448 : Account Manager is able to view asset financials details.
• SDPMSP-11500 : Account manager is unable to view all his account's requests.
• SDPMSP-11544 : Selected Additional fields are not retained under Request - Account Details tab after adding new account additional field(s).
• SDPMSP-11614 : Due to the API calls restriction to Zoho Reports, the SDPMSP-Zoho Reports integration fails.

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

Issues Fixed

• SDPMSP-7191 : Start Time and End time are shown in different format(Worklog).
• SDPMSP-9183 : HTML sanitation while request creation is not working properly.
• SDPMSP-9547 : In Assets list view column chooser, Ip address option is missing.
• SDPMSP-10130 : Purchase Additional fields are missing in column chooser.
• SDPMSP-10208 : Email signature is out of shape when we exchange emails between SDP MSP and Outlook.
• SDPMSP-10272 : Unable to select Server Product Type in certain areas.
• SDPMSP-10276 : Unable to establish remote connection to an asset from request details page.
• SDPMSP-10439 : Multiple rules are not getting copied In Field & Form Rules.
• SDPMSP-10493 : Unable to update the End time using worklog api.
• SDPMSP-10502 : Navigation (to other months) in the calendar - scheduler tab (Home page) is not working for Non-Admin technicians.
• SDPMSP-10504 : While creating new worklog the owner name is not getting updated for the accounts which have contracts associated to it.
• SDPMSP-10511 : When assets are imported via scanned xml and the xml doesnot contain sitename atrribute in accountinfo tag, then the asset is not added under default site of the mentioned account in the accountinfo tag
• SDPMSP-10528 : Custom report does not get filtered based on account.
• SDPMSP-10541 : Error while executing query report with string $Account.
• SDPMSP-10525 : Unable to add / update Business impact details of an account using API.
• SDPMSP-10527 : Additional fields details are not synced in Advanced Analytics integration in certain cases.

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

Features

• SDPMSP-10373 : Ability to import users from Remote AE like importing assets.
• SDPMSP-10433 : REST API support for Worklog Type and Worklog Additional fields.

Issues Fixed

• SDPMSP-10258 : While adding a task through API, the description returns null.
• SDPMSP-10325 : Unable to search email address in description through default search.
• SDPMSP-10331 : In Tasks, "Requires on-site visit" value reset to 'no' on edit and save.
• SDPMSP-10372 : While raising the requests, On Behalf-of pop-up lists users across accounts.
• SDPMSP-10394 : The cursor does not blink in the description area after we click the reply button.
• SDPMSP-10413 : While adding a WorkLog, starttime/endtime field shows different values without considering the personalization setting.
• SDPMSP-10445 : Service catalog is visible even after we downgrade the license from Enterprise to Professional.
• SDPMSP-10458 : Fixed a Performance Issue while accessing Technicians records.
• SDPMSP-10467 : When a Technician sends an email to the incoming mail server address , the ticket is created under the default site of msp account instead of technicians site.
• SDPMSP-10468 : Unable to save QuickBooks configuration in the recent builds.
• SDPMSP-10469 : First Response SLA is violated even though the ticket is in On Hold (stop timer) status.

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

Features

• SDPMSP-4232 : Ability to create Purchase order based on Account.
• SDPMSP-10094 : Ability to bill worklogs in a month without considering the status of the requests.
• SDPMSP-10327 : Ability to change the Date format in Billing reports (using query).

Issues Fixed

• SDPMSP-8825 : Site Admin or Custom role technicians are not able to assign change owner.
• SDPMSP-9874 : When a Technician sends an email to Default group mail address configured in Support Group Default settings, then the request will be created under his or associated site.
• SDPMSP-10245 : Unable to export project gantt view as pdf in linux x64 bit environment.
• SDPMSP-10275 : Clicking on Submit for approval throws error when the PO number is alphanumeric.
• SDPMSP-10295 : Newly associated templates are not shown while selecting the Account from request page.
• SDPMSP-10299 : Domains are not populated when account URI is called for the first time in login page.
• SDPMSP-10308 : VM Host Scanning Failed in certain cases.
• SDPMSP-10310 : Account Box gets misaligned when Show Endpoint Central (formerly Desktop Central) menu is not chosen while configuring DC MSP.
• SDPMSP-10326 : Account names are not listed if there is a special character in the Account name in Field and Form rules page.
• SDPMSP-10328 : Request description always shows empty in Ipad app.
• SDPMSP-10329 : In IE browser, Page navigator (forward) button is not working in requests page.
• SDPMSP-10330 : While we change the show per page in list page, other account requests are shown in Link requests / Merge requests.
• SDPMSP-10334 : Import projects is getting failed, if the deleted default priorities are tried to set for the projects.
• SDPMSP-10342 : Error throws when we open a ticket which is not associated to any site.
• SDPMSP-10369 : Unable to create request using quick create from request details page.
• SDPMSP-7415 / 10370 : Group association box in technician creation page is increased for better visibility.
• SDPMSP-10371 : Requests under not associated to any site is shown to technicians other than SDAdmin.
• SDPMSP-10374 : Unable to enable the integration when product is started as service in certain cases.
• SDPMSP-10375 : Zoho Reports Configurations were re-arranged in database after 9200 release.
• SDPMSP-10376 : Additional fields details are not synced in Advanced Analytics integration.
• SDPMSP-10385 : JSP Buffer Overflow error shown in logs while we open / View a request.
• SDPMSP-10436 : Asset - Agent details list view is not account based when we navigate using the forward icon.

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

Issues Fixed

• SDPMSP-10340 : Upgrade to 9206 fails in certain cases.

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

Issues Fixed

• SDPMSP-10219 : All Solutions are visible to technicians irrespecitive of associated accounts.
• SDPMSP-10288 : Exception thrown when we click "Add credential" from Remote AE.
• SDPMSP-10294 : Exception thrown when we try to save credential under Asset Details.
• SDPMSP-10301 : Fields values for the assets will be cleared out when updating assets using the SERVLET API.
• SDPMSP-10302 : The technicians list is not visible in the User List while enabling notification in Notification Rule of the add new Contract page.
• SDPMSP-10306 : Approval API is not working.
• SDPMSP-10280/10316 : Technician list API is not working.

Features

• SDPMSP-10283 : Option to notify Technicians on any action in which he/she is associated with, through SMS Gateway Provider. Earlier SMS could be sent as mails through Mobile service provider. Now, Technicians can be notified through SMS Gateway Providers like Click-a-tell, Bulk SMS and Site 24x7. This feature can be configured under Admin >> Organization Details >> SMS Notification Settings. Refer this link for more details on this feature.
• SDPMSP-10287 : Configuring Organization Roles: Feature to create and associate organization roles to the users to enable the role based approval process in service requests. Once the organization roles are created and users are associated to it, the role based approval process can be configured from the service templates.
• SDPMSP-10300 : Solution Auto Suggest for Technicians: Suggesting solutions for requests based on the keywords found in the requests. This allows the Technicians to try different solutions from the suggestions, copy them as resolutions if applicable, or add comments to the solutions that didn't work while keeping track of the tried solutions.

Behaviour changed

• IE version 8 and below will no more be supported.
• Revamp on Headers and Themes configuration: UI for Header section has been changed. Any theme configured earlier will not be retained. Users are requested to reconfigure the themes after upgrading.
• Theme configuration for subsections has been removed. Users will not longer be able to customize the subsection colors. It is set to grey by default.
• Custom logo size has been modified from the earlier (168*46 ) to (155 * 38). Logos which are greater or lesser than this size will be shrunk or expanded accordingly with the current size.
• Only the users with Admin privileges on Servicedesk plus-Msp Server (where ServiceDesk Plus-MSP is running), will be able to upgrade ServiceDesk Plus -MSP.
• Software Compliance can be scheduled at different time intervals by enabling the checkbox available under Admin » Discovery » Scan settings » Schedule based Software Compliance Calculation.

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

Issues Fixed

• SDPMSP-10198:Unable to set the values through Email parsing in certain cases.
• SDPMSP-10264:Unable to login Android app, when the password contains special characters.
• SDPMSP-10297:Android app and Iphone app gets crashed while selecting the requester from Auto suggest.

Features

• SDPMSP-7751:Integration with ZOHO CRM.
• SDPMSP-10142:Integration with ZOHO Books.
• SDPMSP-10253:Mobile Push Notification support in Android App.

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

Issues Fixed

• SDPMSP-10252: Dynamic notification for request approval is not working.
• SDPMSP-10261: 9202 to 9203 upgrade fails in certain cases.

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

Enhancements

• SDPMSP-2405/6671 : Account name is added in Request list view column chooser.
• SDPMSP-10234 : Account and Requester REST API enhancements:
  • Ability to Add / Edit / Update an Account using REST API.
  • Ability to Add / Edit / Update Requester using REST API.
• SDPMSP-10243: SLA breached details will be notified through Bell Notification Icon.

Issues Fixed

• SDPMSP-10161: Mail notification fails when adding /updating leave by Technicians.
• SDPMSP-10210: Unable to access the Change Approval notification link.
• SDPMSP-10211: Unable to access the Survey notification link.
• SDPMSP-10214: Notification Count is not shown in bell notification icon in certain cases.
• SDPMSP-10224: Forgot password feature is not working.
• SDPMSP-10225: Site details is not set while selecting requester during request creation.
• SDPMSP-10250: In the leave notification mail,leave duration dates are shown in reversal order.

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

Enhancements

• SDPMSP-10118 : Zoho Meeting now renamed as Zoho Assist.
• SDPMSP-10145 : Service Catalog can now be obtained as an Add-on for Standard edition.
• SDPMSP-10146 : Field and Form Rules Enhancements:
  • Ability to copy rules to multiple templates.
  • Action to add/remove options from the Pick List field through UI (except Site & Group fields).
  • Action to set values for fields through UI.
  • Action to remove the value of fields.
  • The introduction of "Email Id(s) to Notify" field.
  • The Resource section is hidden when all the questions are hidden.
  • Accessing requester details of a request while using Custom scripts/triggers.
• SDPMSP-10147 : Option to set Response time for a Service Request and Actions to be taken on escalation of that Request. This is available under Admin>> Helpdesk Customizer>> Service Catalog>> Manage>>Service Level Agreements.
• SDPMSP-10149 : Option to 'Search' in all select boxes in 'Request' module.
• SDPMSP-10150 : Option to add 'Downtime' variable in all Change Notification Templates.
• SDPMSP-10151 : Option to view Project based Reports has been provided under Reports tab
• SDPMSP-10152 : Product can receive notifications related to region-specific announcements and events, new build releases and upcoming features for SDAdmin technicians.
• SDPMSP-10167 : SDPMSP-Zoho Reports/Analytics Plus Integration enhanced with Custom fields sync. Custom fields created for Incident, Service Catalog and Worklog can be viewed in Zoho Reports/Analytics Plus when synced.

Behaviour Changed

• SDPMSP-10153 : Access permission 'Add' and 'delete' Projects has been provided for a project member who can view Associated Projects.
• SDPMSP-10155 :'Select boxes' have been optimized for better search through out Request module. If the Picklist entries exceed 4000, then Picklist field will load slowly in IE browser.
• SDPMSP-10156 : Change Notification Rules Enhancements:
  • The variables Review ($Review), Change Roles ($ChangeRoles) and individual change roles ($ChangeOwner, $ChangeManager, .... ) are made common to all type of notifications and will be present in content only.
  • Requested By ($InitiatedBy) is removed from all type of notifications.
• In "Alert Change Manager, Change Owner, Change Approver, CAB members by Email when any Recommendation is taken on change" notification:
  • Unused variables namely Resolution ($Resolution) and Technician ($Technician) have been removed.
  • The variables Stage ($StageName), Roll Out Plan ($RollOut), Checklist ($CheckList), SLA Name ($SLAName) have been added.
  • The variable Old Status ($Status) is replaced with Status ($StatusName).
  • The variable CAB Approval - Submitter ($Submitter) is added to the notification "Submitting a change for recommendation to CAB".

Issues Fixed

• SDPMSP-8574 : CTI is not working when User's contact number starts with 0 or + .
• SDPMSP-9808 : Request Description shows Page Crashed Exception or shows null in certain cases.
• SDPMSP-10161 : Notification mail fails, when technician add/update his leave.
• SDPMSP-10176 : Custom trigger is not executed when a request is created by API.
• SDPMSP-10177 : While creating a request, only Default Groups are listed for the requesters who are present under Custom site.
• SDPMSP-10178 : Task configured in Default template is not added to the Request created.
• SDPMSP-10179 : Status of the Request moves to 'Closed' when only one of the tasks gets closed instead of all tasks, violating the behavior of closing rules.
• SDPMSP-10180 : Vulnerability while updating/deleting Change workflow.
• SDPMSP-10181 : Vulnerability while trying to delete Change Template.
• SDPMSP-10182 : Vulnerability in scanned XML file.
• SDPMSP-10184 : Issue while importing Requesters via CSV through schedule.
• SDPMSP-10185 : Vulnerability in adding notes for 'Problems'.
• SDPMSP-10186 : Exception occurs when Tabular Custom Report is generated for all Workstations and Servers.
• SDPMSP-10187 : Performance optimized during Asset scan.
• SDPMSP-10189 : Upgrade to 9201 fails when a default report is deleted in lower builds.
• SDPMSP-10190 : Issue while taking backup in 9201 upgrade process.

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

Issues Fixed

• MSPSDP-10080:Incorrect message thrown while adding account with duplicate Login Web URL in MSSQL.
• MSPSDP-10097:Unable to create ticket through requester login when category field is removed in the template.
• MSPSDP-10098:Unable to add worklog if the "Do you wish to auto populate request's worklog start time and end time?" option in self portal settings is set to NO.
• MSPSDP-10103:Unable to change status from onhold to closed when status comment mandatory is enabled.
• MSPSDP-10107:Description becomes empty when status is changed while replying a ticket.
• MSPSDP-10109:Insert template option is missing while resending a conversation.
• MSPSDP-10110:Clicking on "Return to Home Page" from error page, results in error again.

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

Enhancements

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

Issues Fixed

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

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

Issues Fixed

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

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

Enhancements

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

Issues Fixed

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

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

Enhancements

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

Issues Fixed

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

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

Enhancements

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

Issues Fixed

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

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

Enhancements

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

Issues Fixed

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

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

Enhancements

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

Issues Fixed

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

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

Issues Fixed

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

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

Issues Fixed

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

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

Enhancement

Request:

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

Problem:

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

Change:

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

Solution:

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

Projects:

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

Assets:

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

Admin:

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

Tasks:

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

My Home:

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

General:

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

Purchase:

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

Service Catalog:

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

Integration:

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

API:

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

Issues Fixed

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

What's new in ServiceDesk Plus - MSP 8316?

Enhancements

• MSPSDP-8785 : Upgraded the application's JRE to 1.7 and fixed encryption vulnerabilities.

Issues Fixed

• MSPSDP-8620 : Unable to add billing worklog after 8312.

What's new in ServiceDesk Plus - MSP 8315?

Issues Fixed

• MSPSDP-8642 : Application gets hanged while importing users from AD & crashes in certain cases.

What's new in ServiceDesk Plus - MSP 8314?

Enhancements

• MSPSDP-8225 : Service Catalog - Resource info list is sorted alphabatically.
• MSPSDP-8256 : Purchase Order - Site name is included in billing and shipping address.
• MSPSDP-8266 : In request history, attachment deletion action is captured.
• MSPSDP-8324 : Option to configure Account specific advisory.

Issues Fixed

• MSPSDP-7671 : Business Rules with condition "TO" or "CC" "does not contain" aren't working properly.
• MSPSDP-8276 : Purchase Order goes back to 'Pending Approval' state while editing the order id.
• MSPSDP-8291 : Business Rules with vip user criteria are not working when cascade execution is turned on.
• MSPSDP-8328 : Performance problem while adding workstation or server.
• MSPSDP-8338 : Unable to add inline image in notes.
• MSPSDP-8339 : Unable to resend a mail conversation.
• MSPSDP-8393 : A requester who had previously been an Account Manager can still access the custom views he/she created.
• MSPSDP-8486 : Self-service login information contains msp's url instead of account specific url.
• MSPSDP-8512 : Survery reports shows data from all the accounts even when the technician has limited access.
• MSPSDP-8551 : Couldn't add inline image in email-signature.

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

Issues Fixed

• MSPSDP-8179 : XSS vulnerability when adding new software license type and option.
• MSPSDP-8210 : XSS vulnerability in login page.
• MSPSDP-8240 : XSS vulnerability while sending the report by email.
• MSPSDP-8241 : XSS vulnerability in input parameters of 'Add new task' (module & from).
• MSPSDP-8242 : XSS Vulnerability in input parameter (UNIQUE_ID) of Solution module
• MSPSDP-8243 : XSS vulnerability in email notification window.
• MSPSDP-8246 : XSS Vulnerability in request template, reminder and technician calendar.
• MSPSDP-8258 : Access to problem and change details for an unprivileged user along with XSS Vulnerability.
• MSPSDP-8293 : Exception while generating bill in certain cases.

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

Issues Fixed

• MSPSDP-7393 : When account name has double quote, then error throws while creating the reports and the site is also not populated.
• MSPSDP-7405 : Due by time calculation is incorrect , when a request status is moved from on-hold in certain cases.
• MSPSDP-7587 : Renaming a Support Group name in Default settings, doesn't update the same in sites with "Copy default settings" enabled.
• MSPSDP-8066 : When a technician sends an email to the e-mail address configured under server settings, those tickets are categorized into "All Accounts" instead of the MSP account.
• MSPSDP-8071 : Time elapsed field shows negative values in certain cases.
• MSPSDP-8103 : When a survey is sent manually , MSP logo is shown instead of Account specific logo in the survey notification mail.
• MSPSDP-8106 : $AccountName in the Notification rules content variable is not working properly.
• MSPSDP-8152 : While editing technician details, the tool tip for available groups does not work.
• MSPSDP-8181 : When worklog is made as a mandatory field in request closing rules, and if only a worklog under task is added to the request, it doesnt allow to close the request.
• MSPSDP-8189 : Boolean values are not displayed in query reports.
• MSPSDP-8206 : Unable to login in Iphone-App at certain cases. It throws "Provide MSP Server" error.

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

Issues Fixed

• MSPSDP-6876 : Newly created Holiday's date's are wrongly shown in Holiday list view.
• MSPSDP-6933 : Unable to map account additional field while importing account through csv.
• MSPSDP-6982 : Worklog end time shows extra minute from the current time is fixed.
• MSPSDP-7043 : Business rule is not working if the criteria is "Subject begins with".
• MSPSDP-7120 : Deleting the support group from copy site settings deletes the support group from Default settings as well in upgraded installation.
• MSPSDP-7487 : Notification is not sent to technician when a ticket is assigned through iPhone app / API.
• MSPSDP-7629 : MAC OS 10.9 and above version's software's details are not properly listed post scan.
• MSPSDP-7740 : Wrong workstation count is shown in custom query report bar chart.
• MSPSDP-7768 : When default template is having an additional field, then error throws while creating a request through API.
• MSPSDP-7879 : SSL handshake failure while connecting from Remote AE to MSP.
• MSPSDP-7983 : Account additional field's value is getting wiped while updating the account via servlet API.
• MSPSDP-7987 : Unable to import requester through scheduled CSV Import.
• MSPSDP-7992 : Unable to import accounts from Quick Books in certain cases.
• MSPSDP-8054 : "Email me before" option present in task is not working.

What's new in ServiceDesk Plus - MSP 8310?

Enhancements

• MSPSDP-7370 : API for CTI Integration
• MSPSDP-7774 : Account Login Web URL - You can create your custom URL and users can access the portal through it.

You can provide your custom URL in Account Details -> Account -> Login Web URL.

Example - Instead of connecting the portal through http://servername:port/accountURL, you can customize it and access using http://support.account.com.

• MSPSDP-7807 : Country Name 'Aruba' included in Account/Site Creation page
• MSPSDP-7918 : Technician can create ticket through email for his associated accounts instead of his requesters using its account support email address.

Issue Fixed

• MSPSDP-7757 : Unable to update workstations using MAC address in servlet API.
• MSPSDP-7760 : Attachments are not visible for the requests added through API.
• MSPSDP-7767 : Contract Name in contract expiry notification mail shows wrong details.
• MSPSDP-7769 : Worklog page gets crashed in certain cases.
• MSPSDP-7775 : Request Conversation description keeps loading when HTML content tags are not properly closed in certain cases.
• MSPSDP-7791 : Error thrown while updating Routers/Switch created through API.
• MSPSDP-7792 : Processor count & speed details are not saved while adding a Server using Servlet API.
• MSPSDP-7794 : Data fields such as Business Impact & Is VM field resets while updating Servers using Servlet API.
• MSPSDP-7803 : While creating a request with new requester name using API, the requester details doesn't get created in the application.
• MSPSDP-7810 : Unable to schedule AD import for shared domains.
• MSPSDP-7811 : Custom view is not working for account manager login.
• MSPSDP-7853 : Server gets crashed while adding an account in certain cases.
• MSPSDP-7920 : Site list is empty while editing CI item.

What's new in ServiceDesk Plus - MSP 8309?

Enhancements

• MSPSDP-3539 : Option to hide request history tab from requesters through Self Portal Settings.
• MSPSDP-6893 : Option to show all the assets present in an account to their Requesters through Self Portal Settings.
• MSPSDP-7713 : In System log viewer, Change request deletion action is captured.

Issue Fixed

• MSPSDP-4525 : Requester's are able to see solution topics across accounts.
• MSPSDP-7373 : Request's time elapsed field shows negative value in certain cases.
• MSPSDP-7651 : Automatic Backup Schedule page shows "Backup File not Found" in certain cases though the file is present in the mentioned directory.
• MSPSDP-7655 : Error occurred while associating a problem to incidents in certain cases.
• MSPSDP-7657 : Contract ID in contract expiry notification mail is showing wrongly.
• MSPSDP-7665 : Requesters are unable to view the request resolution in certain cases.
• MSPSDP-7679 : Error occurred while editing a technician in certain cases.
• MSPSDP-7710 : Unable to close a request in certain cases.
• MSPSDP-7712 : Notifications mails wrongly sent to technicians when intelligent notification is enabled.
• MSPSDP-7717 : Worklogs are not properly synced with Quick books in certain cases.
• MSPSDP-7727 : Exception while saving notes with copy pasted inline images in html area (in notes, request html area)
• MSPSDP-7731 : In Russian language, "New Incident" string in Request Catalog drop down is shown as question marks (?) instead of the actual name.
• MSPSDP-7734 : Timeout error occurred while importing OU's in certain cases.

What's new in ServiceDesk Plus - MSP 8308?

Enhancements

• MSPSDP-7108 : Earlier users included in the 'Email Id(s) to Notify' field will be included for Request Acknowledgement, Resolved, Closed notifications. But for requests created through email, the email CC recipients will not be included in those notifications. Now Request Acknowledge, Resolved, Closed notifications will also include Email CC recipients.
  

  Note : If those notifications should not include the Email CC recipient, it can be disabled in database table 'GlobalConfig' for the entry (category = 'Request_CC_Notification' and parameter = 'Include_CC_From_Email') and set the paramvalue = 'false'.

• MSPSDP-7509 : The country name 'Cape Verde' is not available in Site and Account creation pages

Issue Fixed

• MSPSDP-7111 : Cannot add container relationship to 'software' for 'workstation' in Professional Edition.
• MSPSDP-7336 : Poodle vulnerability.
• MSPSDP-7508 : NullPointerException while updating Business Rule in certain cases.
• MSPSDP-7512 : Cannot add worklog if Time Taken to Resolve is 0 Hours and 0 Minutes.
• MSPSDP-7534 : Release mail being sent daily instead of when a new version of the product is released.
• MSPSDP-7536 : Worklog not synced from ServiceDesk Plus - MSP to Quickbooks if the worklog description size is greater than 300 characters.
• MSPSDP-7548 : Backup not working if the file attachments has colon in it.
• MSPSDP-7624 : Can not download an attached file (Throwing 'file not found' in UI if the uploaded file has some special characters).
• MSPSDP-7552 : Issue while importing OUs from Shared Domain Active Directory - Violation of UNIQUE KEY constraint 'SharedDomainOUMapping_UK0'.
• MSPSDP-7573 : Sites are not listed in 'New Request' page if the 'All Accounts' is selected & if all the Incident Templates except the default template are deleted.
• MSPSDP-7576 : 'OverrideUserSite' option is not working in LDAP if department for the user is not available in LDAP.
• MSPSDP-7581 : Storage Device & Smart Phone's additional fields are not updated.
• MSPSDP-7592 : 'SQL statement is nested too deeply' exception while deleting merged request.
• MSPSDP-7597 : Multiple assets scan using ae_scan script over writes the single asset's details when the asset is scanned behind the firewall/proxy and pushed to sdp-msp.
• MSPSDP-7633 : Duplicate OUs listed in Active Directory import requesters page.
• MSPSDP-7640 : Workstations are not associated to any site during network/distributed asset scan re-discovery.
• MSPSDP-7641 : 'SQL statement is nested too deeply' exception while bulk deleting workstations in CMDB module.
• MSPSDP-7642 : Contract additional fields are not updated.
• MSPSDP-7656 : Number format exception while getting ports of a switch in certain cases.
• MSPSDP-7663 : Quickbooks integration not working after upgrading to 8307

What's new in ServiceDesk Plus - MSP 8307?

Enhancements

• MSPSDP-4261: Ability to add Requester and Technicians with First Name, Middle Name and Last Name and notification mails can be customized for requesters using this field.
• MSPSDP-6358: Option to reverse the order of request history from ticket details page.
• MSPSDP-7340: Requesters can 'cc' (Notify users) others while replying from a ticket through webportal.
• MSPSDP-7516: API for Work log additional fields

Issue Fixed

• MSPSDP-6932: Projects -> Milestones notification is not working.
• MSPSDP-7084: Account and Site list view alignment issue is fixed.
• MSPSDP-7120: Unable to delete support group in certain cases.
• MSPSDP-7126: String changed to 'Select Owner' in assigning owner in Project -> Tasks
• MSPSDP-7145: Pie chart reports is not working in certain cases.
• MSPSDP-7252: Unable to send notification mail regarding notes addition in certain cases
• MSPSDP-7281: Unable to import workstation , if the vendor name and Account name are same.
• MSPSDP-7319: Custom role technician with "Allow Stop Timer" option disabled can still view the Status with "Stop timer" enabled from request detailed page.
• MSPSDP-7334: "Pick up option" is available for custom role technician with "Assigning Technicians" option in roles page is disabled
• MSPSDP-7337: Unable to integrate with QuickBooks , if SDP MSP is running in "https" mode.
• MSPSDP-7361: Unlike custom reports,edit and delete option is available for query reports created by other technician
• MSPSDP-7367: Database Backup now contains notes inline images as well.
• MSPSDP-7369: Technicians list is not loaded while creating a request with a requester who is not created in the application.
• MSPSDP-7380: Tomcat Version is removed from the Header information
• MSPSDP-7403: Numbers and bulletins are not shown in request detailed page
• MSPSDP-7432: Site list is empty while giving credentials for Distributed Asset scan
• MSPSDP-7467: Wrong time is shown for worklogs which is created in DST.
• MSPSDP-7476: SLA escalation failed in certain cases.
• MSPSDP-7490: Few performance related improvements
• MSPSDP-7549: Requester's site is wrongly shown in requester's login.

What's new in ServiceDesk Plus - MSP 8306?

Issue Fixed

• MSPSDP-7529 : SDP-MSP to DC-MSP integration is made secure with API key based communication. Note : This is supported only with the DC-MSP build version "90109" and above.

What's new in ServiceDesk Plus - MSP 8305?

Enhancements

• MSPSDP-7489: Ability to create reports based on WorkLog Additional Fields
• MSPSDP-7509: Country name "cape verde" is added to the country list in the site creation page

What's new in ServiceDesk Plus - MSP 8304?

Enhancements

• MSPSDP-2034: WorkLog Additional Fields

What's new in ServiceDesk Plus - MSP 8303?

Issue Fixed

• MSPSDP-7480: If Service and incident templates are not 'merged', UI goes blank after login

What's new in ServiceDesk Plus - MSP 8302?

Enhancements

• MSPSDP-5121: Backup technician can be assigned based on request creation time
• MSPSDP-5280: Customizable dashboard
• MSPSDP-7386: Create/Update/Delete support for Accounts through REST API
• MSPSDP-7376: Performance improvements in login, request/problem/change creation and list view
• iPhone App - Request due by time can be synced with iPhone calendar

Issues Fixed

• MSPSDP-7289: Special characters in worklog description are replaced with HTML ampersand character codes
• MSPSDP-7299: Editing a support group shows an error in some cases
• MSPSDP-7302: QuickBooks integration fails in some cases when customer count crosses 150
• MSPSDP-7304: Password is not saved on editing windows domain scan settings
• MSPSDP-7305: Error while fetching OUs after deleting existing OUs
• MSPSDP-7308: Requesters imported from CSV are listed under 'All Accounts'
• MSPSDP-7314: 'Dameware' remote control tool not working
• MSPSDP-7327: Notification for new request addition fails when more than one technician needs to be notified
• MSPSDP-7339: Account Manager can see reports folder structure of other accounts
• MSPSDP-7341: Description in request details view page is not aligned properly when description is large
• MSPSDP-7347: QuickBooks Integration - some accounts are not added to QuickBooks
• MSPSDP-7354: Application fails to start if database backup fails during upgradation
• MSPSDP-7358: E-Mail request from a new requester is categorized under 'All Accounts' if multiple e-mail addresses are set in the 'To' field
• MSPSDP-7374: Worklogs not exported to QuickBooks in some cases
• MSPSDP-7391: Search icon not present on the left side list view pages when upgrading from an older build

What's new in ServiceDesk Plus - MSP 8301?

Enhancements

• MSPSDP-6561: A technician can create requests for his associated sites[on his own name] from the web interface, API, E-mail command
• MSPSDP-7203: If a requester is the last person to have replied to a request, the number of replies he has sent after the technician's last reply is displayed on request list view page
• MSPSDP-7256: 'Request Type' field is now available in Standard and Professional editions
• MSPSDP-7288: 'Vendor' can be added as a column in Asset List view
• MSPSDP-7292: When 'IT Assets' are received from a purchase order, if the asset license count is insufficient, an alert message is displayed
• MSPSDP-7349: Usability: Request list view column search icon will be shown on the left side of the page also

Issues Fixed

• MSPSDP-6947: If a requester who is not already in the system sends an e-mail, notifications are not sent to the technician who is assigned the ticket
• MSPSDP-6952: If a requester who is not already in the system sends an e-mail and the technician assigns the ticket to an account and site, a duplicate requester is created
• MSPSDP-7048: Unable to enable 'Notify technician when a request is updated by editor' in Notification rules
• MSPSDP-7117: Account Manager is unable to create a ticket through E-mail command for requesters in his account
• MSPSDP-7287: Switch ports added under CMDB are counted in the license as IT Assets
• MSPSDP-7290: Unable to login using LDAP if two users have same username but they are in different domains
• MSPSDP-7291: Unable to take a scheduled backup in Postgres if database size is large
• MSPSDP-7293: Performance improvement while accessing accounts page
• MSPSDP-7294: Unable to view notes from request detailed view when notes content is large
• MSPSDP-7296: When a new request is added to a group, the group's technicians are not notified
• MSPSDP-7262: Unable to add Relationships in CMDB
• MSPSDP-7312: Backup File is not deleted during scheduled backup cleanup
• MSPSDP-7318: QuickBooks log is not displayed properly in some cases
• MSPSDP-7333: Performance issue when request notes contains XML data

What's new in ServiceDesk Plus - MSP 8300?

Major Enhancements

QuickBooks integration

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

• Synchronize ServiceDesk Plus - MSP's Accounts and QuickBook's Customers and avoid manual entries
• Schedule export of [Request, Problem, Change, Project] worklogs from ServiceDesk Plus - MSP to QuickBooks as invoices

Criteria based billing

• Define rules for how you want to charge for requests
• Charge differently for the same request based on your requirements
• Setup multiple bill rules for the same account

CTI Integration

• View caller's information before answering the call
• View pending requests, requester details, account and site details as soon as you get a call

iPhone push notification

• A request is assigned to a technician
• A request is sent for approval
• A requester replies to a request
• Notes are added to a request
• A request sent for approval is approved/rejected

Minor Enhancements

• MSPSDP-6970: Requests approval using the iPhone app
• MSPSDP-7105: API Key is generated automatically for technicians who try to login through the mobile app if it is not already generated
• MSPSDP-7138: Surveys can be enabled/disabled for individual accounts
• MSPSDP-7140: 'On Hold Schedule' can be enabled/disabled
• MSPSDP-7141: Domain field added on Mobile web-UI
• MSPSDP-7192: Worklog Type can be configured for worklogs

Issues Fixed

• MSPSDP-5363: Requester and department values displayed as garbled text in 'Russian' language
• MSPSDP-6172: Software license page crashes partially in some scenarios for Account admin
• MSPSDP-6538: Some dashboard charts are not displayed properly in some scenarios
• MSPSDP-6699: Unable to download attachments with '#' symbol in the file name from Purchase Orders
• MSPSDP-6942: Dashboard not loaded properly in 'Spanish' language
• MSPSDP-7055: When the 'approval' link is clicked from an approval e-mail, request details are not displayed
• MSPSDP-7056: If a custom filter is selected in Request List view page, if the technician count is 99, technicians are not retrieved
• MSPSDP-7062: When a technician with custom role logs-in, 'Helpdesk' module is not displayed on the dashboard
• MSPSDP-7073: Service request status mail is sent twice
• MSPSDP-7078: 'Switch Ports' added under CMDB are counted against asset license
• MSPSDP-7102: If 'CMDB' module is not enabled, departments under 'Default Site' cannot be added or edited
• MSPSDP-7128: When an 'Account Manager' types a requester name, 'autosuggest' displays information of requester from other accounts
• MSPSDP-7152: If a requester's name has more than 40 characters, he cannot be 'Changed as a Technician'.
• MSPSDP-7155: If a support group is edited and the checkbox for 'Send notification to group technician(s) when a request in this group is updated' is checked, page crashes
• MSPSDP-7157: When a new request/requester is allocated to an account by matching 'domain', the domain comparison needs to be case insensitive

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

Issues Fixed

• MSPSDP-7031 & 7032: Unable to add or modify worklogs for problems and changes in some cases
• MSPSDP-7034: Scheduled backup failing in some cases after upgrade to 8210
• MSPSDP-7035: After scheduled backup runs, application shows 'backup file not found'

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

Issues Fixed

• MSPSDP-6533: Description field for 'Support Group Description' is missing if CMDB is not enabled
• MSPSDP-6606: If pre-defined CI Types like 'account', 'people' are edited, their additional fields are not displayed
• MSPSDP-6900: Issues in backup and restore
• MSPSDP-6926: Requesters are created under MSP account when importing requesters through CSV for a new account
• MSPSDP-6946: When creating a new business rule, if the 'E-mail Template' is changed, templates for existing business rules are also changed
• MSPSDP-6948: When editing a requester, 'Cost per hour' field is not updated
• MSPSDP-6953: When changing an MSP Requester to a technician, if 'Groups' are associated, error occurs
• MSPSDP-6961: Custom request filters do not work with boolean criteria
• MSPSDP-6968: Disabling Worklog start and end time auto-populate is not working in resolution page
• MSPSDP-6974: Error editing Support groups in some cases

Enhancements Made

• MSPSDP-2271: Capture SLA Escalation in History tab
• MSPSDP-2510: VIP requesters:
  • Ability to mark a requester as a VIP User
  • Technicians can prioritize a request with different SLA and business rule for a VIP User
  • Reports can be generated for VIP User requests
• MSPSDP-6949: Technician with 'View All Requests' role can see the requests dashboard

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

Issues Fixed

• MSPSDP-6461: Notification is not re-sent on contract expiry even if the contract is edited
• MSPSDP-6705: Work log description is not available in request print preview
• MSPSDP-6732: Error when clicking on assets icon to assign asset in requests
• MSPSDP-6781: IP Address field is made not mandatory for assets
• MSPSDP-6811: CSV Import on a new CI type with site field fails in some cases
• MSPSDP-6815: If an asset does not have site associated with it, error occurs when changing the asset's state
• MSPSDP-6851: Work log count does not reflect work logs added for tasks
• MSPSDP-6882: Mail fetching stops if a network time out occurs
• MSPSDP-6884: Incorrect translation in Portuguese for some keys
• MSPSDP-6888: Request gets reopened in some rare cases
• MSPSDP-6891: Incorrect calendar displayed in some cases due to daylight saving time
• MSPSDP-6892: Backup/Restore fails in some cases with long descriptions
• MSPSDP-6894: Upgrade does not start in Linux 64 bit in some scenarios
• MSPSDP-6895: Resolution escalation mail not triggered properly in certain cases
• MSPSDP-6897: Unable to apply the upgrade for Turkish Locale users
• MSPSDP-6902: Scheduled report shows tickets from other accounts in some scenarios

• 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

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

Issues Fixed

• MSPSDP-7031 & 7032: Unable to add or modify worklogs for problems and changes in some cases
• MSPSDP-7034: Scheduled backup failing in some cases after upgrade to 8210
• MSPSDP-7035: After scheduled backup runs, application shows 'backup file not found'

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

Issues Fixed

• MSPSDP-6533: Description field for 'Support Group Description' is missing if CMDB is not enabled
• MSPSDP-6606: If pre-defined CI Types like 'account', 'people' are edited, their additional fields are not displayed
• MSPSDP-6900: Issues in backup and restore
• MSPSDP-6926: Requesters are created under MSP account when importing requesters through CSV for a new account
• MSPSDP-6946: When creating a new business rule, if the 'E-mail Template' is changed, templates for existing business rules are also changed
• MSPSDP-6948: When editing a requester, 'Cost per hour' field is not updated
• MSPSDP-6953: When changing an MSP Requester to a technician, if 'Groups' are associated, error occurs
• MSPSDP-6961: Custom request filters do not work with boolean criteria
• MSPSDP-6968: Disabling Worklog start and end time auto-populate is not working in resolution page
• MSPSDP-6974: Error editing Support groups in some cases

Enhancements Made

• MSPSDP-2271: Capture SLA Escalation in History tab
• MSPSDP-2510: VIP requesters:
  • Ability to mark a requester as a VIP User
  • Technicians can prioritize a request with different SLA and business rule for a VIP User
  • Reports can be generated for VIP User requests
• MSPSDP-6949: Technician with 'View All Requests' role can see the requests dashboard

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

Issues Fixed

• MSPSDP-6461: Notification is not re-sent on contract expiry even if the contract is edited
• MSPSDP-6705: Work log description is not available in request print preview
• MSPSDP-6732: Error when clicking on assets icon to assign asset in requests
• MSPSDP-6781: IP Address field is made not mandatory for assets
• MSPSDP-6811: CSV Import on a new CI type with site field fails in some cases
• MSPSDP-6815: If an asset does not have site associated with it, error occurs when changing the asset's state
• MSPSDP-6851: Work log count does not reflect work logs added for tasks
• MSPSDP-6882: Mail fetching stops if a network time out occurs
• MSPSDP-6884: Incorrect translation in Portuguese for some keys
• MSPSDP-6888: Request gets reopened in some rare cases
• MSPSDP-6891: Incorrect calendar displayed in some cases due to daylight saving time
• MSPSDP-6892: Backup/Restore fails in some cases with long descriptions
• MSPSDP-6894: Upgrade does not start in Linux 64 bit in some scenarios
• MSPSDP-6895: Resolution escalation mail not triggered properly in certain cases
• MSPSDP-6897: Unable to apply the upgrade for Turkish Locale users
• MSPSDP-6902: Scheduled report shows tickets from other accounts in some scenarios

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

Enhancements Made

• MSPSDP-4575: Account Combo's location in header can be customized
• MSPSDP-5846: Option to resend a reply in request

Issues Fixed

• MSPSDP-5736: Service Categories are not shown based on the selected account while creating a request
• MSPSDP-5744: Performance issue while updating request
• MSPSDP-5783: Umlauts and other special characters are not displayed properly in iPhone app
• MSPSDP-5916: Technician details are overwritten while importing requesters from CSV
• MSPSDP-6031: Incident/Service templates are not shown based on the selected account in quick links

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 :

• Track and manage mobile assets
• Secure them with restrictions and passcode policies
• Remote wipe to prevent corporate data theft
• Distribute Apps

Enhancements Made

• MSPSDP-5374: Option to hide solutions tab in Requester login

Issues Fixed

• MSPSDP-5296: Adding E-mail Signature as inline image in personalize does not work
• MSPSDP-5341: Requester gets created multiple times in certain scenarios
• MSPSDP-5349: Not able to add custom filter by selecting more number of groups
• MSPSDP-5368: Garbled text is getting appended when clicking Spell Check
• MSPSDP-5371: Performance Issue while loading Incident templates
• MSPSDP-5372: Dynamic tables not restored after restoring data
• MSPSDP-5373: Conversation becomes private when a requester has capital letters in email address
• MSPSDP-5380: Unable to start application as service after Data restore
• MSPSDP-5455: Performance related Issue in Request list page
• MSPSDP-5548: Account name showing wrongly in reports
• MSPSDP-5554: Scheduled report have email content of other account
• MSPSDP-5558: Mail fetching stops in certain scenarios
• MSPSDP-5559: Performance Issue while loading Technician page
• MSPSDP-5739: While selecting approver in service catalog it automatically selects another unwanted approver

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

Issues Fixed

• MSPSDP-5336: Exception thrown while drill down into the requests.
• MSPSDP-5338: Unable to apply Service pack(PPM) in MSSQL installation in certain cases.

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

Enhancements made

• MSPSDP-3515: Option to choose "Logged in Technician" while creating custom filters in requests
• MSPSDP-5272: Ability to import accounts and sites while importing requesters from csv
• MSPSDP-5300: Account contract details can now be viewed while creating a request

Issues Fixed

• MSPSDP-4718: Custom filters with site criteria do not work
• MSPSDP-4947: Asset warranty information not pulled from Endpoint Central (formerly Desktop Central) MSP
• MSPSDP-5297: Unable to add a Service Level Agreement with priority as a criteria in Italian version
• MSPSDP-5301: Unable to push data to central ServiceDeskPlus-MSP server from remote AssetExplorer server in certain scenarios
• MSPSDP-5313: Unable to customize notification template for the notification 'Notify technician when a note is added' in standard edition
• MSPSDP-5316: Hardware summary report does not work in Italian version
• MSPSDP-5317: All requesters in an account are not displayed while assigning a user to an asset through Auto Assign
• MSPSDP-5234: Javascript error occurs in the user interface while navigating to Preventive Maintenance Tasks

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

Issues Fixed

• MSPSDP-4878: If data is migrated from ServiceDesk Plus to ServiceDesk Plus - MSP, 'Request Archive' does not work
• MSPSDP-5192: Request history is not chronologically ordered in postgres
• MSPSDP-5255: Unable to change a private conversation as public conversation in mysql
• MSPSDP-5263: After data backup and restore, some reports do not work
• MSPSDP-5266: Audit history by workstation report throws an exception in mysql
• MSPSDP-5273: Unable to retrieve sites from SDP-MSP server to the remote AssetExplorer in some cases

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

Enhancements made

• MSPSDP-2725: Ability to mark first response time in 'Requests' while adding notes
• MSPSDP-5134: Bulk association of licenses to software installed in different machines
• MSPSDP-5155: Ability to add message and select format of the bill while sending regenerated bill

Issues Fixed

• MSPSDP-4320: 'New Request' page is crashed in certain scenarios and technicians cannot see some requests
• MSPSDP-5027: Editing scheduled report throws exception in certain scenarios
• MSPSDP-5088: Organization logo is shown in generated scheduled report even its disabled in 'Organization Details' page
• MSPSDP-5108: 'Submit Request' button is grayed out while creating a request through 'Add more Details'
• MSPSDP-5147: Request detailed view crashes when an account name has '\'

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:

• Create Service Plans
• Set up Account Contracts
• Capture the number of hours worked and additional charges in worklogs
• Automate the bill generation
• Create Ad-hoc bills

Issues Fixed

• MSPSDP-3113: 'Suggested Owners' are not listed in Workstation Auto-Assign
• MSPSDP-4784: Cannot edit technicians when there are a large number of technician groups
• MSPSDP-4828: Mail Fetching stops while processing a request conversation in certain scenarios
• MSPSDP-4879: Requester cannot close a request using 'Close Request' link in certain scenarios
• MSPSDP-4880: Mail sender info in technician notification is incorrect in certain scenarios
• MSPSDP-4944: Domains are not listed in login Page for technicians
• MSPSDP-4946: Tasks created in a request disappear in certain scenarios

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:

• Create Service Plans
• Set up Account Contracts
• Capture the number of hours worked and additional charges in worklogs
• Automate the bill generation
• Create Ad-hoc bills

Issues Fixed

• MSPSDP-3113: 'Suggested Owners' are not listed in Workstation Auto-Assign
• MSPSDP-4784: Cannot edit technicians when there are a large number of technician groups
• MSPSDP-4828: Mail Fetching stops while processing a request conversation in certain scenarios
• MSPSDP-4879: Requester cannot close a request using 'Close Request' link in certain scenarios
• MSPSDP-4880: Mail sender info in technician notification is incorrect in certain scenarios
• MSPSDP-4944: Domains are not listed in login Page for technicians
• MSPSDP-4946: Tasks created in a request disappear in certain scenarios

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

Enhancements made

• MSPSDP-2542: Ability to choose 'Account' variable in notification templates
• MSPSDP-2699: 'Site' field can now be imported from LDAP
• MSPSDP-2705: Notification template content for requester notifications can be customized for individual accounts
• MSPSDP-2743: Request's account details can now be viewed from within a request
• MSPSDP-3841: Hide/show support tab only to technicians with chosen roles [Eg: SDAdmin]
• MSPSDP-4625: Support to mark conversations private
• MSPSDP-4658: Compatible AssetExplorer for 'Distributed Asset Scan' can now be downloaded from the product itself
• MSPSDP-4674: Trigger surveys manually
• MSPSDP-4894:Ability to configure "Requires on-site visit" in tasks.

Issues Fixed

• MSPSDP-2733: 'Sender does not contain' rule in spam filter does not work when 'sender' is configured with more than one value
• MSPSDP-4413: Other account domains are shown in account specific login page when a username from another account is typed
• MSPSDP-4535: Able to configure 'Incoming Email Address' as the 'Support Email' under MSP Organization details
• MSPSDP-4610: Junk notification filter does not work on notifications sent for request conversations
• MSPSDP-4613: 'Organize task' window in incident template does not show all the tasks configured for the template in certain scenarios
• MSPSDP-4615: Certain translation issues in 'Brazilian Portuguese' are fixed
• MSPSDP-4631: Unable to reset site option to 'Select a Site' in service template
• MSPSDP-4633: Able to save MSP Organization Details with invalid data
• MSDSDP-4641: Unable to generate API key for technicians in certain scenarios
• MSPSDP-4646: In request list View 'unassigned requests' are not shown in bold in certain scenarios
• MSPSDP-4647: Service template associated with a particular user group is not displayed for users in the user group in certain scenarios
• MSPSDP-4683: Cannot update a request if site name contains single quote
• MSPSDP-4701: Cannot import requesters through CSV in certain scenarios

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

Issue fixed

• MSPSDP-2566: Request update notification is sent unnecessarily on closing a request
• MSPSDP-4023: When two requesters in a site have the same name, request is always created with the first user
• MSPSDP-4340: Category/Subcategory/Item are not sorted alphabetically in IE9 & Chrome browsers
• MSPSDP-4567: Cannot generate custom report when the report's filter has the same column in both 'Group by' and 'Order by'
• MSPSDP-4568: When a new user sends an email and if the setting "Do you want to provide login access to users created through e-mail requests?" is set to 'NO', the user is created without a site/account.
• MSPSDP-4569: When the setting "Do you want to process emails received from new email addresses?" in Self Service Portal settings is set to 'NO', new requests are not created if a user sends an email from his secondary email address
• MSPSDP-4571: Cannot start the product as a service on a windows machine after restoring a backup taken from a linux set up
• MSPSDP-4585: Categories are not populated in 'New Incident' page when any of the categories contain umlauts characters
• MSPSDP-4592: Solution cannot be viewed, if any of the associated account is deleted
• MSPSDP-4615: Some of Portugese(Brazilian) translation issues are fixed
• MSPSDP-4624: When re-importing from LDAP, already configured users are moved to the default site
• MSPSDP-4625: When replying to a request, cc address is not populated if the request's account does not have support email address
• MSPSDP-4634: Deleted users are shown in contract notififcation list
• MSPSDP-4635: Cannot select users for contract notification in firefox and chrome browsers
• Chrome Issues:
  • MSPSDP-3592: Auth error thrown when a user tries to update his details
  • MSPSDP-4321: Unable to create service templates

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

Issue fixed

• MSPSDP-4551: Solution search does not work
• MSPSDP-4558: Cannot add technican groups for an account that has all the sites in refer settings
• MSPSDP-4563: Request issues in chrome browser
  • Conversations do not load.
  • Spot and Inline edits do not work.
  • Could not attach a file.
• MSPSDP-4564: Links in notifications are sent with 'http' even if the server is configured on 'https'
• MSPSDP-4565: Could not generate certain custom reports when there are a large number of sites in the application

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

Issue fixed

• MSPSDP-4554: Groups and Sub-Categories are not listed while creating / editing requests in some scenarios

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:

• Offer different services to different accounts
• Create and group services into service categories
• Setup an SLA for each service that you offer for each account
• Offer services to different 'User Groups' within accounts
• Setup additional fields similar to requests

Technician auto-assign

• Automatically assign requests to technicians in a round-robin manner or based on their workload
• New requests can be automatically assigned to technicians thereby reducing the burden on your helpdesk co-ordinator

User groups

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

• Announcements - thereby making announcements account based
• Request and service templates
• Solutions

Agent based scanning

• Deploy agents on your end users' machines to reduce burden on the server
• Agents have the ability to push only 'delta-changes' thereby reducing network utilization and providing faster scans

Integrate with Endpoint Central (formerly Desktop Central) MSP

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

• Installing and uninstalling software
• Patch management and service-pack deployment
• Enhanced remote desktop
• Apply uniform policies for users, groups, firewall, security, power management, environment variables, printers etc.

Other enhancements

• Requests
  • Linking requests: Link multiple requests together which allows you to copy resolution, worklog and notes from the parent request to the child [linked] requests
  • Support for request closure code when closing a request
  • Searching a merged request ID will bring-up the parent request
  • Stop timer when waiting for approval: Option to stop the timer when a request is sent for approval
  • Option to reopen/create a new request/append as conversation when a requester replies to a closed request
  • Site details of a request can be viewed from the request details page
  • Create SLAs to take into account weekends and holidays
  • If a technician replies to a notification mail[using his e-mail client] and includes the requester e-mail address in the to/cc list, that reply will be considered as response for the request. It will be added as conversation and if it is the first response, first response time for the request will be set
• Dashboards
  • Predefined dashboards with predefined widgets
• Software
  • Separate dashboard page for software
  • Support for different license types like OEM, concurrent, free, named user
  • Store license agreement information from different vendors
  • Import license details from CSV files
• Purchase order
  • Additional purchase order states - Ordered, Invoice received and Payment done
  • Configure mandatory fields that need to be filled before closing a purchase order
  • Invoice and payment details can be added to a purchase order
  • Configure individual tax rates for different items purchased as part of a single purchase order
  • Configure a purchase order approval limit for requesters and technicians
  • Reconcile assets received as part of a purchase order and those discovered during asset scan
• REST API: API module enhanced to support REST API
• Auto Sync distributed scan data: Data scanned using remote asset explorer installations are automatically pushed to ServiceDesk Plus - MSP server at periodic intervals
• Backup technician: Setup a backup technician to take care of requests when the originally assigned technician is on leave
• List logged-in technicians: View technicians currently logged-in to the ServiceDesk Plus - MSP server
• Security: MSPSDP 3863 - Technician / Requester login will be disabled after three consecutive login failures. They will be automatically enabled after 30 minutes or after a password reset
• Internationalization: Create your own key values for text displayed on the product. Eg: New Incident can be changed to New Ticket / New Request

Behavioral changes

• Assign solution[s] to account[s] directly: No more topic groups
• Global view and Asset View from the home page are moved to a separate page called Dashboard
• When a merged request is split, it will be assigned a new request ID instead of re-using the old one
• Purchase order will not automatically move to the 'closed' state when all items are received
• The 'Approval Status' of a request will change to 'Rejected' only if all approvers have rejected the request

Issue fixed

• MSPSDP-2461: Users are not populated when changing asset status to 'In Use' in some cases
• MSPSDP-2553: LDAP authentication is not working
• MSPSDP-2605: First response SLA is violated even if response is sent within the response due-by time
• MSPSDP-2687: Unable to create an SDAdmin with 'Default Technician' enabled in MSSQL
• MSPSDP-2700: Unable to edit a technician with a custom role if all sites are in refer setting
• MSPSDP-2713: Month names in reports are sorted in alphabetical order and not by their logical [calendar] order
• MSPSDP-2765: Site details are not set when importing assets using distributed asset scan
• MSPSDP-2779: Remote support across networks is not working in Internet Explorer 8
• MSPSDP-2784: Surveys are not sent if requests are set to close automatically
• MSPSDP-2785: Business rule is not applied when editing a request even if the rule is configured to be executed when requests are created or edited
• MSPSDP-2790: Windows domain scan is not working properly
• MSPSDP-3105: Downloading attachments in chrome does not show the correct file name
• MSPSDP-3121: A technician can reopen requests even if he doesn't have the permission to do so by changing the status from closed -> on hold -> open
• MSPSDP-3512: A technician with a custom role who has permission to add a requester cannot see the option in 'Quick Actions'
• MSPSDP-3527: Assigning a site to a workstation from workstation list view throws error
• MSPSDP-3547: If pass-through authentication is enabled and AD settings are not saved, AD password is displayed on the UI
• MSPSDP-3648: Adding a business rule with a lengthy criteria throws an error
• MSPSDP-3885: If more than one requester's address is present in the TO field of an e-mail, the e-mail gets sent from MSP's outgoing e-mail address rather than the account's support e-mail address
• MSPSDP-3963: Notification mails sent to requesters do not contain the account based URL
• MSPSDP-3977: E-mail SPAM filter criteria matching is incorrect when matching 'CC' addresses
• MSPSDP-4110: If all sites in an account are in refer default settings, when creating a business rule and choosing criteria, exception is thrown on the UI
• MSPSDP-4254: When bulk-editing requests, if the site is changed, technician for those requests are set to 'Unassigned'