Option to add survey URLs in request closure email notifications.
You can add up to 10 levels of approvals to each change stage.
You can now add page-wise customizations like modifying UI elements and changing functionalities for the end users using custom scripts.
Email notifications sent when a request is updated can be configured to contain the updated details by including the $UpdatedProperties message variable.
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.
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].
Note: You can associate the HelpdeskConfig role with SDAccountAdmins and SDSiteAdmins to allow them to view or configure business rules.
Note: The option to convert requesters to technicians within the MSP Organization is supported only in the user list view.
Vulnerability
Vulnerability
Vulnerability
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.
With this release, we are replacing the existing AE agent used in Remote Asset Explorer(RAE - Distributed scan) with 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:
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.
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
Vulnerabilities
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.
Vulnerability :
Support for below fields are available now :
Business dashboard :
Time sheet
Integration with google maps and zoho maps to view sites location and assign tickets to your field technician based on their geographical location. Click here to learn more.
MSP requesters can now raise tickets through email for any Account.
Ability to move tickets betweeen accounts (Change Account) Click here to learn more.
Point of Contact
Refer Account related information easily.
Account Details present inside the request details page is moved to the top (near the Account combo) for easier reference. Hence, you can now view the account related information while accessing any modules (tabs).
Ability to filter unknown requester's requests and their details from request and requester list view
Request Life Cycle (RLC)
HelpDesk Config role for MSP
User interface gets new look and feel
Request Details Page revamp
Request details page is enhanced for better visibility. Performance of the same is improved a lot.
The request details page has been given a UI revamp with the request information prioritized with clear categories to help users quickly access the requests.
Some of the modifications are as follows:
Notification template can be created and it can be sent as an email based on the action.
WebHook Support :
WebHook is a way to feed information from SDPMSP to a Third Party application based on some event or action. It is possible through Webhook present in the Custom trigger under actions. - Create your own Webhook template (configuration) and integrate with third party application.
Change Custom Trigger
Request Closing Wizard.Guide technicians use Request Closing Wizard to fill out the missed mandatory fields while closing a request. This will come handy when a technician closes a request without filling out the mandatory field configured in closing rules (Admin >> Request Closing Rules) such as Resolution, category/sub-category etc. The technician will be shown a prompt from where the technician can fill out the missed out fields.
Dear Customer(s)
As you know we are building our SDP MSP application above our ServiceDesk Plus (SDP) framework. This release is a catch up release of Servicedesk Plus Build 10000 to 10500. Hence features , issue fixes , behavior changes done in SDP between this releases is also applicable for SDP MSP. Hence , please refer their read me also for more details from here.
Note: Existing users must reconfigure all ZohoCRM integration setttings after this upgrade.
Billing Enhancements :
Admin Operations :
Integration Enhancements :
Customization :
Mobile App Enhancement :
API Enhancement :
Admin :
Request Templates Enhancements :
Billing :
Asset Management :
Change Management :
Solutions :
Customization :
Security Enhancements :
API :
Integrations
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)
Project management analytics
Analytics on Solutions/Knowledge-base
Analytics on Request transition history
Case : 1
Bulk association of sites in request will work only under the following cases:
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.
Bulk association of sites in request will work only under the following cases:
Accounts Tab :
Billing :
Worklog :
Change Management :
Enhanced Survey - Some of the enhancements include, Option to :
Projects :
Service Catalog :
Integration :
Billing Enhancements:
Account Details Enhancements:
Other Enhancements:
Integration with Salesforce CRM:
CTI Enhancements
Xero Enhancements
Integration with AD Manager Plus
Introducing ServiceDesk Plus MSP integration with AD Manager Plus.With this integration, the administrators can,
Desktop Central - MSP Integration Enhancements
Third Party Integrations page is revamped for better visibility.
Framework changes :
MySQL support :
Integration:
Billing:
Requests:
Changes:
Projects:
Admin:
In an SSO-enabled environment, the Keep me signed in option will be unavailable.
Project templates.
Create new projects for accounts by choosing from predefined templates. Organize project workflows by defining milestones, tasks, and sub-tasks within templates.
Customizable dashboards.
Add, edit, remove, restore, resize, and rearrange widgets, control access to dadhboards with privacy settings, create private, shared, and managerial dashboards.
Custom schedules.
Perform customized actions periodically, or just once, through custom scripts.
Job sheet customizer.
Record all customer request details customized job sheet templates, and print out job sheets easily. Check the history of requests instantly to get approvals from clients quickly.
QuickBooks Online integration.
Sync accounts with QuickBooks Online and create invoices for specific requests. Track your income and cash flow.
Enhancements
Issues Fixed
Issues Fixed
Enhancements
Issues Fixed
Issues Fixed
Issues Fixed
Issues Fixed
Enhancements
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.
Issue Fixed
Enhancements
Issue Fixed
Enhancements
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'.
Issue Fixed
Enhancements
Issue Fixed
Issue Fixed
Enhancements
Enhancements
Issue Fixed
Enhancements
Issues Fixed
Enhancements
Issues Fixed
QuickBooks integration
ServiceDesk Plus - MSP now provides out-of-the-box integration with QuickBooks:
Criteria based billing
CTI Integration
iPhone push notification
Minor Enhancements
Issues Fixed
Issues Fixed
Issues Fixed
Enhancements Made
Issues Fixed
IT360 Integration
Issues Fixed
Enhancements made
Issues Fixed
Enhancements made
Issues Fixed
Enhancements made
Third-party integration
Enhancements made
Issues Fixed
Issues Fixed
Issues Fixed
Project Management
You can now manage your Projects with ServiceDesk Plus - MSP. With Project Management you can:
Configuration Management Database (CMDB)
The CMDB provides a complete view of the business critical CIs, their relationships with other CIs and the business impact caused due to malfunction of a CI.
UI Enhancements
Service Catalog Enhancements
REST API Enhancements
Translations
Requests Enhancements
Assets Enhancement
DC Integration Enhancements
Tasks enhancements
Roles Enhancements
Other Enhancements
Issues Fixed
Issues Fixed
Issues Fixed
Enhancements Made
Issues Fixed
IT360 Integration
Issues Fixed
Enhancements made
Issues Fixed
Enhancements made
Issues Fixed
Enhancements made
Third-party integration
Enhancements made
Issues Fixed
Issues Fixed
Issues Fixed
Project Management
You can now manage your Projects with ServiceDesk Plus - MSP. With Project Management you can:
Configuration Management Database (CMDB)
The CMDB provides a complete view of the business critical CIs, their relationships with other CIs and the business impact caused due to malfunction of a CI.
UI Enhancements
Service Catalog Enhancements
REST API Enhancements
Translations
Requests Enhancements
Assets Enhancement
DC Integration Enhancements
Tasks enhancements
Roles Enhancements
Other Enhancements
Issues Fixed
Integrate ManageEngine Desktop Central MSP with ServiceDesk Plus MSP to manage your mobile devices. MDM allows your to Configure, Manage Apps, Monitor and Secure your mobile devices.
Benefits of Integration :
Enhancements Made
Billing Module
You can now automate your billing process. With Billing Module you can:
Billing Module
You can now automate your billing process. With Billing Module you can:
Service catalog is the list of services that you provide to your accounts. With the service catalog module, you can:
Group requesters in your account to different user groups allowing you fine-grained control over the following modules:
Desktop Central allows you to manage desktops and perform operations such as: