ServiceDesk Plus MSP ReadMe

Enhancements:

• SDPMSP-13721: Enhancement in API to Merge, Link requests.
• SDPMSP-20317: Microsoft Graph for Mail Servers : Administrators can configure Microsoft Graph for Exchange Online mailboxes in Incoming and Outgoing Mail Server settings to send or receive emails from ServiceDesk Plus MSP. Click here to learn more.
• SDPMSP-20323:Task and Worklog Report Enhancements.
  1. Users can create custom task reports for Problem, Change, Project and Milestone modules.
  2. Users can create custom reports for worklogs across all modules.
  3. New default report folders Reports on Tasks and Reports on Worklog are added in ServiceDesk Plus MSP Click here to know more..
• SDPMSP-20324: Users are restricted from accessing the local host and local IP by invoking the URL using custom functions.
• SDPMSP-20325: Added response status for work logs/summary API in the REST API documentation.
• SDPMSP-20326: Support type information is displayed under License Details for premium support.
• SDPMSP-20328: Send a password reset link to users who have forgotten their passwords. Click here to learn more.

Issues fixed:

• SDPMSP-14762: Add Software Installation(s) pop-up takes longer to load and doesn't show any data.
• SDPMSP-14986: Copy operation fails while trying to copy more than one FAFR with account based fields.
• SDPMSP-16210: Vulnerable dead code removed.
• SDPMSP-17897: Privilege error thrown while searching users through global search in account manager login.
• SDPMSP-17938: Request list is not displayed under the quick view tab for the custom view with "${LOGGEDINTECH}" criteria.
• SDPMSP-18096: In some cases, few service categories are not shown in the add/edit incident template page..
• SDPMSP-18097: In some cases, few service categories are shown for all the accounts, irrespective of accounts associated under workflow.
• SDPMSP-18743: Requests count mismatch issue while using certain filter criteria.
• SDPMSP-18910: Error while adding approvers to the workflow.
• SDPMSP-19519: V3 API - Site Id is mandatory to create a request through v3 api if Asset parameter passed.
• SDPMSP-19718: Sites names are encoded on spot edit when the site names are in Turkish and Chinese languages.
• SDPMSP-19766: Service categories that are not associated with an account are listed in the new request form.
• SDPMSP-19769: Unable to associate SLA if all accounts are associated with a service template.
• SDPMSP-19888: Request creation page - Site and Groups are not listed based on the site (site refer site) selected in certain scenarios.
• SDPMSP-20243: Error while removing assets from contract details page.
• SDPMSP-20284: Page gets crashed when trying to access the image via a non-login url.
• SDPMSP-20296: Performance issue when accessing survey links.
• SDPMSP-20393: V3 restricted API error thrown when trying to use custom module APIs.

Behavior changes:

• SDPMSP-20070 : Improved alert message in the incoming mail settings page.
• SDPMSP-20133 : In the maintenance module, localization based on the language selection is now available for the following calendar-specific strings
  • Month, Day, Week, and Today
  • Short names and full names of days and months
• SDPMSP-20162 : "Alert(or Notify) technician by e-mail when there is a new reply for the request" is getting sent for the technician even when the technician corresponding to that ticket replies from UI
• SDPMSP-20164 :
  • Send Notification popup for reply or forward emails can be resized as needed.
  • Reply or Reply All options are supported for notifications
• SDPMSP-20208 : In Request response, billingstatus json will be shown in the following format: billingstatus : {id , name }.
• SDPMSP-20219 : The Print job sheet option in the Request List View opens print preview page.
• SDPMSP-20220 : For request reply and forward default templates, ${description} is now renamed as $ConversationDetails
• SDPMSP-20312 : Module delimiter will not be appended in the notification or reply email subject if it is not configured in the respective templates. When a reply email is sent for such, the email will be added as conversation based on the delimiter if a valid module delimiter and module ID is configured in the email subject. Else, the email will be added as conversation based on the email headers.
• SDPMSP-20262 : Framework changes related to inline images.
• SDPMSP-20268 : Throttle limit to access /api/v3/requests/summary

WorkOrder.do?woMode=viewWOApproval URL has been increased to 30 per minute.

• SDPMSP-20270 : External users can no longer access APIs for the following project entities :
  • Project Role
  • Project Status
  • Project type
  • Task type
  • Task Closing Rules
  • Worklog type
• SDPMSP-20457: If the postgres database is corrupted
  1. Mail notification regarding database corruption will be sent to the backup notify technician (if configured) or SDrgAdmin.
  2. Backup will not be taken.
  3. Recent 2 backups will be retained.
• SDPMSP-20458: Database backup is mandated for every 24 hours in Postgres setups. Users can set the time to schedule the backup. File attachments backup is optional and configurable.

Enhancements:

• SDPMSP-13025 : The Last Updated Time field will be updated only when technicians reply to the request.
• SDPMSP-15305 : Account based variables in email notification rules.
• SDPMSP-19310 : Split account-specific notifications and non-account specific notifications.
• SDPMSP-19532 : Custom Modules
  • You can now create custom modules that allow you to manage a collection of records or custom admin configurations. For managing records, create a Web Tab type custom module, and for managing custom admin configurations, create a Configuration type custom module.
  • To create custom modules, go to Admin > Developer Space > Custom Modules.

  To learn more, click here.

• SDPMSP-19707 : Need to show customized service desk logo or icon in TFA page.
• SDPMSP-19972 : Option to include $Account variable under purchase notifications.
• SDPMSP-20022 : Support for account v3 API.
• SDPMSP-20023 : Account fields in all notifications.
• SDPMSP-20055 : Admin History
  • View History allows you to view all admin configuration activities.

  To learn more, click here.

• SDPMSP-20056 : Default HTTPS Mode
  • Beginning with 14200, new ServiceDesk Plus MSP installations will start in HTTPS mode by default. A valid SSL certificate must be uploaded to establish a secure connection between clients and ServiceDesk Plus MSP. To upload an SSL certificate, go to Admin > General Settings > Import SSL.
• SDPMSP-20057 : Add new extensions in Attachment Settings

  Administrators can now include or exclude attachments files added based on the file extensions.

  • Attachment settings can be set under Admin > General Settings.
• SDPMSP-20058 : You can now add inline images to reply templates.
• SDPMSP-20131 : Request Notifications and Conversations
  • Bcc field support for reply and forward emails in requests.

    Note : The Bcc field is available only for technicians.

  • BCC recipients can be added while creating requests via email.
  • Added Reply All option in request conversation and description sections.
  • Message ID is now appended to the reply/forward emails. This ID can be used to view the threaded conversation.
  • Support to add attachments for drafts.
  • Request Field and Form Rules now support status change in the reply window.
  • New variables $description.attachments and $resolution.attachments are added in system notifications and reply templates to support attachments.
• SDPMSP-20137 : Unique Resource Questions in Service Templates
  • ServiceDesk Plus MSP now alerts you when resource questions are duplicated in service templates.
• SDPMSP-20161 : My approvals
  • My Approvals widget is revamped for better user experience.
  • Approvers can now use the option Show All in the my approvals widget to view all their approvals in one place.
  • The approvals are distinguished by the modules icon.
  • Approvers can quickly respond to approval requests by using the Take Action option in the slider panel.

  To learn more, click here.

• SDPMSP-20163 : Project and Worklog UDF Revamp
  • Servlet calls are now replaced with API calls.
  • UI is revamped for better user experience.
• SDPMSP-20217 : Task and worklog
  • Bulk assign and pick up tasks in Requests, Problems, Changes, Projects.
  • View the work log type from the Work Logs list view under Requests, Problems, Changes, Projects, and Releases.
  • Bulk associate task templates in Projects, Milestones, Incidents, and Service templates. However, editing of the task templates associated with the incident or service templates is restricted.
  • Use Column Chooser to customize the task template list view in the Project and Milestone templates.
  • Task title and template name are now made as default columns in the task template list view.
• SDPMSP-20261 : Dashboard Enhancements
  • Use the Column Chooser icon in Requests by Technician widget to add or remove columns based on request status.
  • Link widgets from ServiceDesk Plus MSP dashboard to external applications using the Embed Widget icon.
  • Use the filter drop-down on the list view page accessed via widgets to change the list view based on the parameters in the widget without closing the page.
  • Warning message is shown while adding invalid or vulnerable URLs in new external widgets.
  • Embed dashboards in external applications using the Dashboard Options > Share Dashboard option.
  • Drill down analysis report widget is newly added to the Helpdesk dashboard.
  • Apply site and support group filters only to current dashboards. Filters are dashboard-specific.
  • Add reports directly to custom dashboards.
• SDPMSP-20267 : Solution API based Client
  • User interface for Solutions module has been revamped. This revamp includes user experience improvements in add solutions page, solution details page, and classic list view page.
  • Solutions details page URL has been changed to "<localhost>/ui/solutions?entity_id={solution_id}&mode=detail". Going forward, the old URL will not be accessible.
• SDPMSP-20269 : V3 API support for reply and conversation in requests.
• SDPMSP-20271 : V3 API is supported for Region. Users can perform bulk operations under Admin > Regions.
• SDPMSP-20285 : Security advisory banner will be displayed to SDAdmin.

Issues fixed:

Vulnerability :

• SDPMSP-20068 : IDOR vulnerability in purchase request attachments reported by Ranjit Pahan.
• SDPMSP-20250 : Account admin can create solutions for non associated accounts.
• SDPMSP-20357: XSS vulnerability during remote control and other actions performed via Endpoint Central tools reported by Khanh Nguyen.
• SDPMSP-20359: IDOR vulnerability while uploading or deleting technician files reported by Ranjiit Pahan.
• SDPMSP-20363: Unprivileged approver can associate checklists to a request reported by Ranjit Pahan.
• SDPMSP-20364: Unprivileged approver can add notes to a request reported by Ranjit Pahan.
• SDPMSP-20365: Unprivileged technicians can remove dependency from a request reported by Ranjit Pahan.
• SDPMSP-20366: Unprivileged technicians can add dependencies to a request reported by Ranjit Pahan.
• SDPMSP-20367: CVE-2023-29443:XXE vulnerability in Servlet API reported by Vo Van Minh.
• SDPMSP-20368: SQL injection in query reports.
• SDPMSP-20369: XSS vulnerability on the survey email configuration page.
• SDPMSP-20370: Privilege escalation vulnerability under the Analysis tab in the problem details page reported by Ranjit Pahan.
• SDPMSP-20371: Privilege escalation vulnerability while detaching incidents from problems reported by Ranjit Pahan
• SDPMSP-20382: Privilege escalation vulnerability in asset loans reported by Ranjit Pahan.
• SDPMSP-20383: Privilege escalation vulnerability while adding relationships between assets by modifying the application page URL reported by Ranjiit Pahan.
• SDPMSP-20384: Privilege escalation vulnerability while associating users with workstations by modifying the application page URL reported by Ranjiit Pahan.
• SDPMSP-20386: IDOR vulnerability while configuring depreciation for assets reported by Ranjit Pahan.
• SDPMSP-20388: SQL injection vulnerability in CI History Reports.
• SDPMSP-20394: Unprivileged data is displayed under Add Assets popup in Add/Edit Contract form and contract detail page.

Requests :

• SDPMSP-13988 : Unable to add worklog for request associated with contract billing.
• SDPMSP-14413 : The Mark as billable option is shown for fixed charge contract requests.
• SDPMSP-15302 : In some cases, the HTML9 format is not maintained for the resolution in Notifications or Conversation threads.
• SDPMSP-17118 : Exception thrown when a custom view criteria contains deleted additional fields.
• SDPMSP-17493 : Unable to add the worklog with technician via POSTMAN in some cases using V3 API.
• SDPMSP-18442 : In request details page, hovering over the transition info does not display the associated request life cycle.
• SDPMSP-18443 : Shared requests are shown irrespective of request filter when the Include shared request option is enabled.
• SDPMSP-18869 : Worklog summary GET call throws Invalid URL in response.
• SDPMSP-18764 : Request list view page crashes when a request custom filter contains a deleted service catalog additional field.
• SDPMSP-19470 : Unexpected error while editing and updating the worklog in request after associating with the new contract.
• SDPMSP-19625 : Copied images in the request description are not displayed if the images are copied along with text.
• SDPMSP-19918 : Duplicate values are created in the selectable type additional fields. This issue occurs if the additional fields are added/updated inside the incident/service templates.
• SDPMSP-19985 : Page navigation is not working in Account Manager login if there are more than 10 worklogs.
• SDPMSP-20029 : Time taken to resolve time is incorrect in worklogs if you use Timer on the request details page.

Changes :

• SDPMSP-16573 : Page crash exception occurs while viewing changes in list view.
• SDPMSP-19325 : Account requesters not listed under Change Requesters when the All accounts option is selected in account combo field.
• SDPMSP-20100 : Unauthorized access error occurs for change default users for view-all user roles.
• SDPMSP-20135 : Performance issue in Mickey list view, including Change list view.

Projects :

• SDPMSP-19378 : A distorted page is displayed while exporting task details in Gantt View under Projects through a requester login.
• SDPMSP-19378 : A distorted page is displayed while exporting task details in Gantt View under Projects through a requester login.
• SDPMSP-20026 : Project (Milestone) notification leads to blank page.

Solution :

• SDPMSP-19816 : Error while associating accounts in Solutions.

Maintenance :

• SDPMSP-19011 : Contract name is changed to default contract name when Maintenance task is executed through the schedule.

Assets :

• SDPMSP-17483 : Null pointer exception error if Software Type is selected in Advanced Filtering for software summary reports.
• SDPMSP-20008 : Assets are created without site and account using DC scan.

Accounts :

• SDPMSP-19437 : Unable to save account with additional default attributes.
• SDPMSP-19779 : Error in account tab when contract roles are removed from account admin role.
• SDPMSP-19802 : Error while searching for the additional field in the Account list view.

Admin :

• SDPMSP-14408 : The count of requests is not displayed while hovering mouse over the ‘Satisfaction Levels’ chart in Survey Reports. .
• SDPMSP-18503 : Unable to open service template in a new tab.
• SDPMSP-18567 : Survey configuration page scrolls down when accounts are associated.
• SDPMSP-19144 : $CS.getLoggedInUserName() does not return requester name in Field and Form Rules.
• SDPMSP-19277 : Requester is not getting listed in the business rule criteria for default settings if more then 100 default sites are present in the application.
• SDPMSP-19474 : Unable to update logo in two-factor authentication page (google authenticator).
• SDPMSP-19518 : Fields that are not supported in the Properties section of the right panel are listed in Technician/Requester Layout Customization on the requests details page.
• SDPMSP-19563 : Exception while adding account additional fields in non-English language.
• SDPMSP-19580 : SAML -domains are auto-created with no account associated.
• SDPMSP-19756 : Health Status API is not working externally.
• SDPMSP-19968 : Adding an attachment format under Include\Exclude does not modify attachment settings.
• SDPMSP-19997 : Jira integration is not working with the newly created Jira tokens.
• SDPMSP-20085 : Techician's location data is not encoded while storing the data in database.
• SDPMSP-20101 : Performance issue in template list view and generic slowness.
• SDPMSP-20229 : Unable to associate more than 250+ accounts, while assigning template to account.
• SDPMSP-20255 : Post 13.0 upgrade, unable to edit the approval level in service catalog workflow.

Reports :

• SDPMSP-19777 : Unable to generate the report based on worklog contract name.
• SDPMSP-19789 : Java null point exception occurs while generating Time analysis report on Arab language.

General :

• SDPMSP-15408 : Language preference set to browser default language is not reflected in the listview columns if the browser default language is non-English.

Behavior Changes:

• SDPMSP-19953 : Users can upload images with a maximum of 16000000 pixels across all modules.

Enhancements:

• SDPMSP-5335 : Allow MSP CABs to be used for change approvals across all accounts under Admin > Customization > Change Management > Change Configurations.
• SDPMSP-11686 : Allow requests across accounts to be associated with a MSP Change under Admin > Customization > Change Management > Change Configurations.
• SDPMSP-14207 : Backup approver - Add a backup approver for users to ensure seamless processing of approval actions even during the approver's unavailability. The approver and backup approver should belong to the same account.
• SDPMSP-15437 : Mandate account for tasks under Admin > General Settings > Advanced Portal Settings.
• SDPMSP-17354 : Account-specific Outgoing Mail Server Configuration. You can now configure account-specific outgoing mail server configuration. If the account-specific configuration is added,then it will be used for emails if not the default configuration will be used.
• SDPMSP-19875 : You can now integrate SDP MSP with Site 24x7 MSP. With this, you can have account specific Integration Actions in SDP MSP.

  Note: The account name must be the same in both SDP MSP and Site24x7 MSP. The scope to be used when using Site24x7 MSP is 'Site24x7.account.All,Site24x7.admin.All,Site24x7.reports.All,Site24x7.operations.All,Site24x7.msp.All,Site24x7.bu.All,Site24x7.Integration.All'.

• SDPMSP-19982 : Automatic Site Association for Assets based on IP Address. You can now automate the association of IT assets to sites based on their IP addresses. To do this, create a configuration under Admin >> Discovery >> Scan Settings >> Auto Site Allocation.

Issues Fixed:

Vulnerability :

• SDPMSP-19953 : CVE-2023-26601 : DOS vulnerability during image upload reported by Piotr Bazydlo (@chudypb) of Trend Micro Zero Day Initiative
• SDPMSP-19959 : Privilege escalation vulnerability while associating projects from requests.
• SDPMSP-19961 : Privilege escalation vulnerability while associating requests from projects.
• SDPMSP-19962 : Privilege escalation vulnerability while disassociating projects from requests.
• SDPMSP-19964 : Authentication bypass vulnerability in Two-Factor Authentication login page.
• SDPMSP-19965 : Cleartext passwords transmission vulnerability in backup scheduling.

Admin :

• SDPMSP-15281 : Unable to add a Tax Type with a special character '%' in it.
• SDPMSP-15416 : FAFR - Copy rules, not copying account if the destination template is associated to All accounts.
• SDPMSP-18690 : Unable to associate SLAs for service templates when huge accounts are present in the application.
• SDPMSP-18783 : FAFR with On field change is not applied in Account Manager login.
• SDPMSP-19125 : Copied templates are not renamed properly in the template edit page.
• SDPMSP-19258 : FAFR rule executes even if the criteria are not met in some cases.
• SDPMSP-19923 : Restore fails post upgrade to MSP 14000 in specific cases.
• SDPMSP-19966 : Mail fetching stops after upgrading to MSP 14000.

Requests :

• SDPMSP-19929 : Account is not set when a technician sends an email with requester via E-mail command.

Others :

• SDPMSP-8059 : Association between an asset & its components breaks when the asset is moved to a different account.
• SDPMSP-18451 : Non operational hour is not enabled by default in work logs even if the option Include non-operational hours in time spent under work log is enabled in SSP settings.
• SDPMSP-19912 : SAML login issue occurs if the SAML configured is marked as default.

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.

Vulnerability :

• SDPMSP-19685 : CVE-2023-23078 : XSS vulnerability in credentials of asset details page.

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 : CVE-2023-26600 : 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-19835 : When auto-assign is enabled, requests are assigned to technicians who are on leave.
• 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 : CVE-2023-23073 : Stored XSS vulnerability when associating a service request with a purchase request.
• SDPMSP-20251 : Point Of Contact users are able to view unauthorized changes in specific cases.

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.

Enhancements :

• SDPMSP-2601: Ability to import requests from XLS file and dynamically create respective configurations.

Issues Fixed :

• SDPMSP-6956 : Bills are sent on wrong date.
• SDPMSP-8337 : Exception while export asset from remote server.
• SDPMSP-9878 : Error while copying Service Catalog Template.
• SDPMSP-10952 : Copying Service request template is not copying the tasks included.
• SDPMSP-11259 : Business Rule list is not updating on changing the site combo box.
• SDPMSP-11272 : Unable to upgrade from 9300 builds in certain cases.
• SDPMSP-11444 : Error thrown when service request is created by requester via template which has task dependencies.
• SDPMSP-65757 : When requests are merged, the "Due By Time" and "Response Due By Time" are wrongly calculated.
• SDPMSP-66311 : Email command does not work for outlook mails in HTML/Richtext formats.
• SDPMSP-67617 : Standard Edition : "Notify technician when a request is shared with him/her." option is not available in Notification Rules.
• SDPMSP-67724 : Request ID Search is not working properly in requester login.
• SDPMSP-68011 : Inactive support groups will not be listed in request list's filter view.
• SDPMSP-68060 : Request's "DueByTime" is wrongly calculated when we put the requests on hold and update their SLAs.
• SDPMSP-69732 : Technician name is set as empty in Endpoint Central (formerly Desktop Central) when the technician name is edited in ServiceDesk Plus.
• SDPMSP-69971 : In some SSO-enabled environments, blank page appears during login.

Behaviour changes :

• Group filter in request list view filter will be removed by default. You can enable the groups again in the request list view filter by accessing admin>>self service portal settings>>Show groups in request list view filter.

Enhancements :

• SDPMSP-10173 : Account is added as a variable in Contract Notification configuration page.
• SDPMSP-11232 : Ability to associate only the currently available accounts in all places where Account multibox UI is used.
• SDPMSP-11264 : Ability for Account admin to create an account.
• SDPMSP-11330 : Opmanager Integration is possible from the User interface itself.

Issues Fixed :

• SDPMSP-7861 : Unable to edit a requester using SDAccountAdmin role.
• SDPMSP-8145 : Account manager is not able to view the problem analysis,solution & history in certain cases.
• SDPMSP-8994 : Request type present in default template is not set when a request is created through email in Standard Edition.
• SDPMSP-10787 : Logo in Survey page is pixelated and distorted.
• SDPMSP-11218 : Unable to receive software licenses through purchase order.
• SDPMSP-11256 : Unwanted slash is present in msp notification mails.
• SDPMSP-11263 : Unable to add attachment to request through API.
• SDPMSP-11279 : Unable to login via ldap authentication in Mobile apps.
• SDPMSP-11281 : Servlet API - When site names under different accounts are same , asset is added under the undesired account.
• SDPMSP-11283 : Exception is thrown, when we try to delete conversations in requests.
• SDPMSP-11284 : Unable to deactivate CTI when language is french.
• SDPMSP-11290 : Push notification does not work in certain recent builds.
• SDPMSP-11296 : Unable to update CTI details.
• SDPMSP-11313 : When the language is set to chinese, pop-up's details are shown as jumbled characters or question marks instead of actual characters.
• SDPMSP-11315 / 11317 : Logo appears out of place in pages other than admin.
• SDPMSP-11392 : Requester API related security issues are fixed.
• SDPMSP-11394 : Site is not getting loaded in Add New Workstation page.

Behaviour changes :

• SDPMSP-7968 : Newly created accounts-default site will be created under refer settings instead of custom settings. So all technicians with Default Technician option enabled will have access to this accounts.

Enhancements :

• SDPMSP-10869: Easier value selection component introduced for all fields in Change request.
• SDPMSP-10986: All must approve option, introduced for incident request under the Approval Configurations, can be used to mandate.
• SDPMSP-11206: Option to add attachments in the resolution of a request.
• SDPMSP-11209: Broadcasting a message to all Technicians.
• SDPMSP-11210: Introduction of 'Allow approval action for logged-in users only' helps to make sure only the intended users take approval actions. This option can be found in Self-Service Portal settings under the "Approval Settings" section.
• SDPMSP-11219: Custom vendor configuration for sending SMS Notifications.
• SDPMSP-11292: WebRemote feature helps in taking remote session of Windows machines.
  • It is fast, and does not depend on any browser plugin.
  • Since it is HTML5 browser based, remote to Windows machine can be perfomed from any OS/device.
  • This feature uses Microsoft RDP and does not require agents to be installed in the remote machine.
  • The remote sessions can be recorded and played back later.
  • The sessions recorded are captured under asset's history and request's notes section.
  • Limitation : Remote sessions to Windows 10 machines is not possible now and would be resolved in one of the immediate service pack as we upgrade to Jre 1.8.
• SDPMSP-11293: Option to set the LocalAuthentication password as random or predefined, for users added through ActiveDirectory (AD), LDAP, Dynamic user addition and for users created via e-mail requests, from the UI itself. This can be found under Admin >> Users >> Active Directory/LDAP.
• SDPMSP-11329: Now technician can view requester details and requests created by them during request creation.

Issues Fixed :

• SDPMSP-10963: Change request - Adding Closure code has no effect
• SDPMSP-11222: Request search return unauthorized requests.
• SDPMSP-11271: Disabling on site visit in the task template is not working
• Few Vulnerability related issues fixed.
• Timeout issue occurs while importing large number of users from LDAP.
• Change Password option is available for users who have logged using the AD authentication.
• Extra lines are added to texts that are copied and pasted from Outlook to the Announcements.
• Field and form rules doesn't work if asset values are selected as options for a resource question in the service catalog.
• Request Filter : Unable to select Group filters, if the group name contains special characters.
• Request details page : After updating the status, changes are not visible. This happens only if "Status change comment mandatory for request" is enabled under Self Service Portal.
• Issue in receiving the scanned xmls in SDP server pushed by Windows agent or system startup script.
• Change : Unable to add attachments via global edit form, by a Change Manager/Change Owner of a given Change Request, which has crossed the Submission stage.
• NullPointerException while importing assets through CSV Import in Professional Edition.
• Unable to add an additional field as a criteria to a business rule.
• If users add worklog additional fields and edit an existing worklog, the additional field values of that worklog changes to null.
• In Quick create request form, associated site of a requester is not populated on selecting the requester's name.
• Unable to add attachments with commas (,) in their names in requests.
• When reports are generated from report's list view, spacing between lines in the reports are increased.

Behaviour changes :

• If a request id is used in the search box, and a request exists with that id, then the search will take the user to the particular request's details page. If texts are used in the search box then it will function as a default search and show the list of requests that contain the searched text.
• IE 9 browser support removed, alert message will be shown while upgrading the application.
• Modify "ChangetoAsset" table to "ChangeToCi" in query reports to avoid errors.

Enhancements :

• SDPMSP-7518 : Option to dynamically associate the existing solutions to the newly created accounts.
• SDPMSP-10160 : Announcement will be shown automatically to the newly created account, when "Select All Account" is enabled.
• SDPMSP-10227 : Ability to hide the "Forgot password" link for AD users from login page.
• SDPMSP-10962 : Ability to configure and show needed details in Account Details under Request Details page.
• SDPMSP-11180 : Account lock feature is enabled by default.
• SDPMSP-11189 : Ability to delete an account along with all its configurations from Account page.

Issues Fixed :

• SDPMSP-10117 : Login - Unable to login as AD user when ad and ldap has same domain name
• SDPMSP-11142 : Unable to import Custom CIs through CSV.
• SDPMSP-11164 : Field and Form rules for group values are behaving erratically.
• SDPMSP-11192 : Single sign-on (SSO) is not working post 9303 upgrade.
• SDPMSP-11193 : Reply Mails are not added as a conversation when module delimiter is missed in subject.
• SDPMSP-11200 : Accounts are not listed in the Account combo box.
• SDPMSP-11205 : In dashboard, support group set resets to default support group. User preference is not set for SDAdmin in certain cases

Behaviour changes :

• SDPMSP-11110 : Blocked/Disabled users in AD will not be imported to our application during AD import.

Enhancements :

• SDPMSP-5949 : Task id is shown in task list view for easier identification.
• SDPMSP-8344 : Ability to import email domains during account csv import.
• SDPMSP-10630 : Consumed details, Base Allowance, Carry Forward, Chargeable details will be shown in the generated bill.
• SDPMSP-10764 : Option to skip errorlog during restore database process.
• SDPMSP-10954 : Account information will be shown in Software License Agreement Expiry Notifications.
• SDPMSP-11039 : Ability to include worklog additional fields in billrule.
• SDPMSP-11109 : Ability to generate bill based on Fixed charge. Configure Fixed charge under Service Plan -> Service Plan Type -> Fixed Charge.

Issues Fixed :

• SDPMSP-2396 : When a mail is sent from outlook express with .eml attachment that attachment is shown as request content.
• SDPMSP-9027 : Account Manager cannot view a newly created report folder under "Manage Folders".
• SDPMSP-10065 : Technician drop down in request created with incident template lists incorrect set of technicians.
• SDPMSP-10168 : UI cluttered because of DC MSP in certain cases is fixed.
• SDPMSP-10318 : When a resolution is configured as default in the Default Request template and a request is created via email/Quick create request then the configured default resolution is not getting applied to the created request.
• SDPMSP-10394 : The cursor does not blink in the description area after we click the reply button. (Breakage in 93xx is fixed).
• SDPMSP-11010 : Unable to associate support group in service catalog.
• SDPMSP-11048 : The technicians are not listed in owner list during task creation.
• SDPMSP-11089 : Unable to create the support group in certain cases.
• SDPMSP-11106 : Field and Form rules aren't executed while we edit a request.
• SDPMSP-11135 : Unable to view some requests post 9303 upgrade.
• SDPMSP-11143 : UI Alignment issue in change list view.
• SDPMSP-11167 : Asset list view crashes when we do an asset search.

New Features

• SDPMSP-3542 : Live Chat for Users: Allow requesters to have a quick chat with technicians easily.
• SDPMSP-8025 : Refer settings of one site for configuring another site. Referring site follows the settings of the chosen site. Admin >> Sites >> New/Edit Site.
• SDPMSP-7410 : Request type is not available in time spent custom report.
• SDPMSP-10175 : Worklog type details is pushed to ZOHO Reports.
• SDPMSP-10910 : Worklog type can be made mandatory through SSP settings.
• SDPMSP-10924 : Ability to add a Request through API by giving Requester email without giving Account & Site
• SDPMSP-10966 : When NIO port is occupied, the port will not be changed by product automatically.
• Request List View Enhancements: Mark request filters as favorite, resize request columns, and view tasks and requests in a single page.
• Revamped request history: Option to filter and sort history details of a request using various fields such as status, priority, mode, impact, and level.
• Option to automatically close a request when approval is denied - i.e, if the approval status of a request is changed to the "Denied" state. This configuration can be done in Admin >> Request Closing Rules.
• Option to merge service requests.
• Email reply gets auto merged as conversation based on email header (in-reply-to header). This feature is enabled by default .It can be disabled through the Globalconfig Table in the database. [Parameter=AppendOnRequestReferences].
• Advanced analytics integration for ServiceDesk Plus now offers reports and dashboards on change management module. In this update you will get the following : -
  • An overview of upcoming and in-progress changes.
  • Insight into the CAB approval process.
  • Change management dashboard, CAB approval dashboard, business impact analysis and much more.
  • Also, Request - MultiSelect additional fields are supported.
• Option to configure the base delimiter. Admin >> Mail Server settings >> Delimiter. Note: By default, the base delimiter is ## and delimiter for each module is Request-RE, Change-CH, Problem-PB, Project-PJ, Solution-SO, Task-TA, PurchaseOrder-PO, PurchaseRequest-PR, and Contract-CO.
• Scan status with troubleshooting steps will be displayed in details page of SNMP devices too.
• Option to list users who are deleted in the active directory. From this list, users can be deleted either manually or automatically.
  Note: Deleted user data from the remote server cannot be transferred to the central server.

Behaviour Changed :

• Request ID search has been removed. Instead, the global search will have the "request id" filter enabled by default. Switch to "default search" filter to perform global search within the application.
• When Business Rules are applied to move a request to Closed / Resolved / Completed status, the action will be successful only if the Request satisfies the Request closing rules.
• Previously,$EntityID was used in Notification template. This has been changed to ##ModuleDelimiter-$EntityID##. For each module, replace their respective delimiters. For example, $RequestID should be replaced with ##RE-$RequestID##. The modified delimiter will be applied to the e-mail Notification template.
• SDSiteAdmin without "ModifyingDueTime" permission will not be able to edit the 'created time' in global edit.

Issues Fixed

• SDPMSP-7720/9875 : Scheduler page crashes when there is no group available.
• SDPMSP-7965 : When Dynamic User addition is disabled, Domain names are not populated during LDAP Authentication
• SDPMSP-8696 : Maximum attachment size value given under ssp settings is not reflected to the attachments added under accounts.
• SDPMSP-9773 : Couldn't update an account using account csv import.
• SDPMSP-9782 : Iphone app - Request Resolved date & UDF date fields are shown in milliseconds.
• SDPMSP-10001: Change: Space provided within task description is lost in task details page
• SDPMSP-10377: The Section header background color is changing to blue on choosing custom color in theme (General Settings)
• SDPMSP-10466: Header is misaligned when there are no templates.
• SDPMSP-10565: Default search in request module does not work properly when partial keyword is entered.
• SDPMSP-10737: Dashboard is showing wrong Open Requests count.
• SDPMSP-10752: Adding Worklog doesn't give the option to consider it as First Response in Android App.
• SDPMSP-10769: Wrong error message is shown when we try to add the same 'Domain Name' under two accounts.
• SDPMSP-10786: Two Requesters are created for a Request raised from Endpoint Central (formerly Desktop Central) (DC) Agent.
• SDPMSP-10807: Translation issue in worklog addition page.
• SDPMSP-10820: Refreshing account combo in request list view is not working.
• SDPMSP-10821: Request Closing Rule isn't applied over Business Rule while updating a Request.
• SDPMSP-10845: Account specific view is not working in Scheduled report.
• SDPMSP-10861: Creator enabled and disable option is not working properly.
• SDPMSP-10871: In iphone App, when we login to the reqeuster account the portal displays requester name by default while creating a new request. However, the account and site is not set.
• SDPMSP-10873: Autocomplete is on in Forgot Password page for loginname input field.
• SDPMSP-10874: Internal Server Exception traces are returned in server response in certain cases.
• SDPMSP-10885: Unable to import Urgency and Impact during Import Requests.
• SDPMSP-10890: Unable to update a task's status without providing task description.
• SDPMSP-10909: Mail Fetch Checker - Wrong message level in System Log Viewer.
• SDPMSP-10947: Inactive groups are shown in Request technician assign page.
• SDPMSP-10955: Software report shows wrong installed count.
• SDPMSP-10968: Asset cost field is empty after upgrade .
• SDPMSP-10969: Domain name is visible to technician who is not associated to that account of the domain.
• SDPMSP-10970: Requesters are able to view other account requests.
• SDPMSP-11006: HTML Special characters in site name is shown as html escaped character in request creation page
• SDPMSP-11018: Asset page crashes when we make a search based on name or ip or service tag.
• SDPMSP-11025: The Apple push notification certificate is updated in this build. The Updated certificate is valid till November 18, 2018 11:24:30 IST.
• SDPMSP-11035: Remote control is not working.
• SDPMSP-11055: Visual editor option is not shown in change send notification.
• SDPMSP-11057: Tasks for which the user doesn't have permission is shown in home task List view.
• SDPMSP-11067: Android push notification is not working.
• SDPMSP-11084: Wrong support groups and technicians are listed while editing a request from mobile app
• SDPMSP-10454: License Agreement Additional Fields pick list does not lists the values.

Issues Fixed

• SDPMSP-10863 - 'Request Type' column is available in column list for All requests module in custom reports for standard edition.
• SDPMSP-10866 - Unable to scan the windows machine using agent in certain cases.
• SDPMSP-10889 - Unable to assign group under tasks when associated site is configured in template.
• SDPMSP-10891 - CMDB Module is not available in custom reports for technicians with EnableCMDB permission.
• SDPMSP-10908 - Request details are missing in approval mail notifications.
• SDPMSP-10921 - "E-mail technician on creation of a new request" notification rule is not working post upgrade.
• SDPMSP-10922 - Custom Reports isn't working based on Account Filter.

New Features

Integration:

• SDPMSP-10734 : Xero Integration - Sync accounts with Xero and create invoices for specific requests. Track your income and cash flow.
  
  Sync Accounts details.
  Sync Worklog.

Billing:

• SDPMSP-8094 : Worklog type is added as a criteria in Bill Rule.
• SDPMSP-10738 : Option to Configure output type(HTML/PDF/CSV/XLS) of bills in contract billing using query.
• SDPMSP-10740 : Ability to add zero value if no bill rule matches field under additional usage charges section.
• SDPMSP-10778 : Bill Rule - Ability to include isoverdue and isFRoverdue attributes under Request Fields.

Requests:

• SDPMSP-9980 : Worklog Type can be configured as a mandatory Field using query.
• SDPMSP-10727 : Log Account change of a Request in Request History.
• SDPMSP-10741 : You can now share a Request with Technicians and Requesters from the Request Details page.
  • Requests can be shared with all technicians or technicians of selected support groups and departments.
  • Can be shared with all Requesters or Requesters of certain sites.
  • New filters like Pending Request shared with me and Requests shared with me have been added in the filter drop-down.
  • View/edit permission for a Shared Request will be the same as the access permissions provided to the Technician while a Requester can only view a Shared Request.
  • Note that reports will not contain Shared requests listed in them.

Changes:

• SDPMSP-10701 : Option to show Account name as a column through the column chooser in Change list view page.
• SDPMSP-10742 : Change module will be available for a Requester login when the user is assigned with a Change role.
  Earlier a Requester could access a Change Request only through non-login URL. Now they can access it from their self-service portal.
  Requester will have complete access to mini-calendar and calendar views.
  A new filter 'All My Changes' has been introduced in List/Calendar view.
  Access permissions to a Change Request and its operations will be based on the roles assigned to the Requester.
  However, there are a few operations like add/copy/delete Change, associate Incident/Problem, list view actions, history etc., restricted for Requesters.
• SDPMSP-10743 : Easier user selection component introduced for Change Roles.
• SDPMSP-10744 : Option to notify users when they are removed from Change role.
• SDPMSP-10745 : A new variable '$StatusSetBy' has been added under Change stage and status notification template.

Projects:

• SDPMSP-10746 : New fields 'Department' and 'Requested By' has been added in Projects.

Admin:

• SDPMSP-6712 : Option to show Account name as a column through the column chooser in task list view page.
• SDPMSP-9655 : Option to Edit / Delete the default product types.
• SDPMSP-10255 : Option to show Account name as a column through the column chooser in Problem list view page.
• SDPMSP-10726 : Option to show Account name as a column through the column chooser in Asset list view page.
• SDPMSP-10747 : Enhancements in Field and Form rules. 'show resources', 'hide resources', 'set task' and 'unset task' actions are supported.
  'set task', 'unset task' and 'clear field' actions are supported in 'on Submit' Rule.
  'Select Approver', 'Requester Details' and 'Login Details' fields have been added in conditions.
  New script has been provided for 'Requester Details' and 'Login User Details'.
  'Show Tasks' and 'Hide Tasks' has been added in Actions and in ScriptEditor for Tasks.
  Inbuilt javascript methods 'addAllOptions', 'setDateFromCurrentDate' and 'getApprovalStatus' have been supported.
• SDPMSP-10749 : New script methods have been supported in Field and Form Rules: The following scripts methods have been supported in Field and form
  rules.$CS.getValue("REQUESTER.EMPLOYEEID");$CS.getValue("REQUESTER.SITE");$CS.getValue("REQUESTER.ISVIPUSER");
• SDPMSP-10761 : Block specific requesters to raise tickets. User cannot login to the application.
  User cannot raise tickets (mail / web form).

Behaviour Changed

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

• SD-66938: Expiry time format for STATE_COOKIE is changed from session to seconds(60sec).
• SD-66934: The "keep me signed in" option in the Login page is to be kept unchecked by default.
• Previously while deleting a CI type or a product type, a message would be displayed if there are products under the corresponding type. The user had to delete the assets and products under it before deleting the CI Type/Product Type. From now, If a CI type or a product type is deleted, the number of assets and products under it will be displayed and it will prompt the user to proceed with deletion. If the user chooses "Yes", the assets and products would be deleted and the corresponding CI Type or Product Type would be hidden. The user can make them active, if required.
• SD-65814: Solution suggestions bulb icon will be disabled and resolution section is made as default view on clicking resolution tab.

Issues Fixed:

• SDPMSP-9230 : In Scheduled report, $Account and $Site variables are not working.
• SDPMSP-9508 : Sites is not listed in alphabetical order in advanced search.
• SDPMSP-9551 : Reply button is missing if a technician is a requester.
• SDPMSP-10194 : When an account has a Login URI named as Home (which is a reserved word for SDP MSP and customers should not use it) , page crash error will thrown.
• SDPMSP-10197 / 10822 : Non-login URL in the resolution notification mail asks for Login details.
• SDPMSP-10296 / 10731 / 10763 : Having french characters in account or site name results in addition of invalid registry key. and ae_scan.vbs file is upgraded.
• SDPMSP-10736 : An error thrown when we try click save and add new in task through task templates present in Project Templates.
• SDPMSP-10756 : Exception while executing query containing resolution column in arc_requestresolution.
• SDPMSP-10782 : Data restore fails in linux while using console mode.
• SDPMSP-10790 : Site is not auto populating when we create or edit a request.
• SDPMSP-10808 : Changes are created under different accounts in certain cases.
• SDPMSP-10813 : Overdue status filter is not working in Reports.
• SDPMSP-10841 : CAB members listed in certain cases are not account based.
• SDPMSP-10870 : Reports - Custom report advanced filter values are not retained on edit report.

New features

Issues Fixed

• SDPMSP-7456 : While copying support group the associated technicians are not populated in Destination site.
• SDPMSP-8080 : Technicians to be notified in Business rule are not copied for Copy Default Site.
• SDPMSP-10293: Unwanted mail address is mentioned in Problem notification.
• SDPMSP-10296: Having french characters in account or site name results in addition of invalid registry key.
• SDPMSP-10307: "Keep me signed in" is not working.
• SDPMSP-10315: Technicians are not able to login before a day of license expiry date.
• SDPMSP-10332: Agents version is wrongly shown. Agent Latest version is 1.0.24.
• SDPMSP-10377: The header section background color is changed to blue on choosing custom color in theme (General Settings).
• SDPMSP-10437: Technician with custom role is not able to add requester through quick actions.
• SDPMSP-10496: The account contract usage notification should be sent as soon as the usage limit is exceeded.
• SDPMSP-10520: Swedish translation issue in certain pages.
• SDPMSP-10567: Future Contracts are allowed to overlap for a single account which creates multiple contract for that account in a single time instance.
• SDPMSP-10571: Error thrown when we select a Request Template for a request or editing that Request Template.
• SDPMSP-10576: Unauthorized access error while adding model in the asset creation page (For custom role technician).
• SDPMSP-10594: LDAP - Wrong domains are updated for requesters during scheduled import.
• SDPMSP-10598: Unable to edit worklog in all modules other than "request".
• SDPMSP-10601: While editing PM task it shows all the fields and tasks of Default template instead of the template chosen.
• SDPMSP-10629: Spelling mistake in German language for the text "MSP Site" in Admin page.
• SDPMSP-10645: Performance issue while we edit and save Purchase Order.
• SDPMSP-10648: Field and Form Rules in Incident Template doesn't update Accounts associated to it.
• SDPMSP-10676: Rendering Exception is thrown in Business rules page at certain cases.
• SDPMSP-10686: Application takes too long to disassociate accounts for technicians.
• SDPMSP-10706: No Manage Connection throws and unable to access Request Tab.