ServiceDesk Plus MSP version 9.2 ServiceDesk Plus MSP version 9.2

More automation and better asset management

ServiceDesk Plus MSP 9.2 is released to help you provide quicker resolution and better user support. Create dynamic forms, manage all your IT assets in one place, and seamlessly integrate with external applications. Check out more benefits below.
  Requests Feature Core benefit Where to find / How to access
1. Field and Form Rules.

Collect all the details pertaining to a request by creating a dynamic form that guides the user by performing validations within the form.

Enable/disable, mandate/non-mandate, show/hide fields and execute custom scripts based on a criteria. This feature has been extended to include validation on date fields and service catalogue resources.

Go to Admin, Incident Templates (under Help desk Customizer section), open or add new template and click Field & Form Rules tab to create rules for On Form Load, On Field Change and On Form Submit.
2. Custom Triggers. Trigger actions on external applications by creating custom scripts. Go to Admin, Custom Triggers (under Help desk Customizer section) and Add New Action.
3. Request dependencies. Request dependenciesMake request handling easier by relating similar requests using dependencies. Keep track of such requests using dependency map.

Go to Requests, open a request and under Actions menu, click Add Dependency and select the requests.

Once dependencies are created, view the Dependency map under Dependency tab from within the request.

4. Incident Template Get more relevant information on any request by including up to 90 additional fields in the template. Apart from this, additional fields can be configured as 'common' for both incident and service requests. Go to Admin, Incident Templates (under Helpdesk Customizer section) and click Incident – Additional Fields.
5. Request Status Record the reason for status change of a request for quick reference. This can be done by making it mandatory using self-service portal. Go to Admin, Self-Service Portal Setting (under General Setting section) and select the option to make status change comment mandatory for request.
6. Request Worklog Log the productive hours accurately using the worklog feature that allows you to choose between operational hours and absolute hours. Go to Admin, Self-Service Portal Setting (under General Setting section) and select the option to include operational hours in the worklog. To add a worklog, go to Requests, open a request record and click Add Worklog
7. First Call Resolution Get incredibly good at providing First Call Resolutions (FCR) by tracking FCR requests whenever they are completed or closed. Go to Requests, open a request, once it is closed/ completed, check FCR field. FCR can also be enabled in Close Request dialog box.
8. Request List

Prioritize your requests by enabling the SLA Column which shows both “due by” and “due in” columns.

Quickly search requests by customizing the request list view which now has a search filter.

Go to Request, Request List Page, select Request Custom View and select SLA and/or Search Option.
9. Request Custom Menu

Seamlessly integrate external applications with ServiceDesk Plus in user interface mode by enabling pop-up custom HTML file from Request Custom Menu.Then on form submission, custom scripts can then be created to pass the details submitted to the external application.

Go to Admin, Requests Custom Menu (under Helpdesk Customizer section) and click Add New and upload the Custom HTML file.
10. Request Handling

View all the content pertaining to a request in one page without the need to expand the texts as the application now shows data that is more than 64K in size.

Get instant notification whenever “ticket owners” reply by email with this seamless email integration.

Easily associate multiple assets to a request and manage related assets efficiently.

Go to Request, select a Request view the content on the request details page.

Go to Admin, Notification Rules (under Organization Details section) and configure notification the rule that applies.

Go to Request, select a Request and under Request Details associate multiple Assets.

11. Notification Settings

Promptly notify requesters whenever the request is appended with technician's reply.

Go to Admin, Notification Rules and under Requests Tab, check or uncheck Notify Requester when the request is appended with technician's reply

12. Task Notification

Customize notification for the tasks whenever you create new ones.

Available under Comments Tab of a Task.

13. Tasks Filter

Manage tasks better with filtering mechanisms that have been added to Request, Problem, Change, and Project modules.

Go to individual records and click on Tasks to view task filters.

14. Request Collaboration

Enable real-time collaboration of multiple technicians on one request by accessing modifications of technicians.

Go to Request, select a Request and under Request Details click the icon "Currently viewing" count and vide the details of multiple technicians.

By default, the request collaboration feature works on port 8081. If ServiceDesk Plus is configured using an alias URL, make sure you configure the same using 8081. The port number can be changed in server.xml.

15. Additional Fields

Multi-select field type has been added to additional field for both incident and service requests.

Go to Admin, Incident Templates (under Help Desk Customizer section), click Incident – Additional Fields and choose Multi-Select.

  IT Change Management Feature Core benefit Where to find / How to access
1. IT Change ManagementChange Request Auto-populate change requester information while creating a change request from incident request and provide seamless integration between incident and change modules. Go to Requests, choose a request and click Associate Change. Under Change initiated due to this Request create a New Change.
2. Change History View all the request mails for CAB recommendations under one roof and make informed approvals. Go to Change, Choose a Change record, click History Tab.
3. Change Notification Stay on top of the progress of a change by getting status notifications whenever there is a change in Stage/Status. The Notifications will appear on the Change Record
4. Change SLA Ensure timely completion of change by creating escalations whenever required using change SLA. Go to Admin, Change SLA (under Problem/Change Management Section) and edit or create Change SLAs.
5. Change Role Exercise better control of any change by assigning right technicians or requestors access to various change roles. Go to Admin, Change templates, click Add/Edit change template and go to Change Roles.
  Projects Feature Core benefit Where to find / How to access
1. Export charts and maps Access the Project Gantt charts, project overview map and task dependency maps offline using the 'export as PDF' option.

Go to Projects, Gantt View and click Export as PDF.

Similarly for you can do for Milestones:
Go to Projects, Milestones, Tasks, and Dependencies and click Export as PDF.

Project Overview Map:
Go to Projects, Actions, Project Overview Map and click Export as PDF.

2. Import from Microsoft Projects

Option to import Microsoft projects is made available for easy project planning.

Go to Projects, Select an Account and then click on Import MS project.

3. Enhanced Gantt Chart View the overall progress of the project right from the Project Gantt view along with task dependencies and percentage of completion. Go to Projects, Gantt View and hover on the Tasks to view the task dependencies and percentage of completion.
4. Projects Lists View

Keep track of all the projects in one window by creating custom filters for projects list view.

Go to Projects and filter projects using drop down functionality.

  Solution Feature Core benefit Where to find / How to access
1. SolutionSolutions View See the most recent approver of a solution by enabling 'Approvers' column in solution list view. Go to Solutions and under column chooser check “Approvers
2. Keyboard Shortcut Enter space after search term to immediately get the search results. Go to Solutions, enter the search term and hit space bar.
3. Solution Import The status of solutions imported from XLS cannot be approved/rejected, if the logged in user does not have the permission to approve solutions. Go to Solutions and under Actions menu click Import Solutions.
  Assets Feature Core benefit Where to find / How to access
1. Asset Cost Take control of rising asset costs using more key parameters such as operational cost, total cost of ownership and current book value

Go to Assets, click on an asset and then click Financials.

To view it in the Asset List view, choose the column variable as “Financials”.

Pull a report of assets costs using Reports module.

2. Asset Expiry Notification Keep tabs on expiry of asset warranties by promptly notifying the technicians on or before expiry.

Go to Admin and under Purchase / Contract Management choose Notification Rules.


  1. Notify technicians when asset warranty is about to expire.
  2. Notify technicians when asset is about to expire.
3. Asset Allocation Easily allocate assets to user / department /site using the advanced search search mechanism. Go to Assets, select an Asset, go to Asset details Page and click Assign.
4. CI Imports Easily create CI relationships by importing the CIs in an XLS file. Go to CMDB, Import and click CI Relationship(s) from XLS.
5. Barcode Generator Easy create asset inventory from scratch by using barcode generator Go to Assets, Barcode and Barcode Generation and then click Print Barcodes.
  Purchase Feature Core benefit Where to find / How to access
1. Cancel Purchases Undo wrong purchase order creations with cancel purchase order feature. Go to Purchase, open a Purchase order and click Cancel PO under Actions
2. Email notification Keep technicians notified whenever Purchase Order is created or submitted for approval using customizable email notifications. Go to Admin, Purchase/ Contract Management and click on Notification Rules.
3. Purchase Request Easily track requests for purchase by creating a purchase request in the early stages of creating a purchase order. You can also attach vendor quote information before it goes for the approval. Based on the approval, create new Purchase orders. Go to Admin, Purchase/ Contract Management and click Create Purchase Request or + symbol from the left side (Add New Purchase request).
  Admin Feature Core benefit Where to find / How to access
1. Debug Mails Option to enable/disable/Find email issues using 'Email Debug' Mode. Go to Admin, Mail Server Setting and in the Incoming tab, check/uncheck Enable E-Mail Debug.
2. Admin User Interface Easily access and search various configurations with enhanced 'Admin' user interface. Go to Admin
3. LDAPS Support LDAPS support added under user import. Go to Admin, Requesters (Under Users Section) and click Import from LDAP.
  Reports Feature Core benefit Where to find / How to access
1. Advance Analytics Integration.

Zoho Reports Integration is now named as 'advanced analytics'

  1. Pull a detailed report with enhanced reporting capabilities which now includes “Sub Category field”
  2. Automate your reporting schedule by customizing Periodic Data Synchronization which is now available for 12 hours interval as well.
  3. Track the number of times 'Instant Sync' has been invoked.

Push all the integration error into's as Integration Error DB.

Available on Integration with Zoho Reports.
2. Stabilities Enhancements Improve stability by setting up a threshold on the number of parallel reports and maximum number of rows per report.

Go to Reports. It will show a Note : Application might face stability / performance issues, when reports that return huge number of records, are executed. To ensure application stability, we have restricted reports to return:

- a maximum of 50000 records only

- a maximum of 30000 records when request text additional fields are selected

- a maximum of 5000 records when request description / resolution columns are selected.

  Self-Service Portal Feature Core benefit Where to find / How to access
1. User Interface

Enhance user experience of the self-service portal by customizing user interface.

Go to Self-Service Portal Customization and click customize Self- Service Portal. Read this to know more.
2. Login User Interface Create customized login pages easily

Go to MSP Home Folder, then to Custom Folder and save your customized Login Page as custom.html.

3. Pending Approval Notification Remind approvers to take action on pending approvals by configuring reminder notifications.

Go to Admin, Self-Service Portal Setting (under General Setting section) and click Send Reminder Notification.

  General Feature Core benefit Where to find / How to access
1. Fail Over Service

Provide uninterrupted service by configuring secondary ServiceDesk Plus installation and avoid interruptions caused due to Network/Hardware/ Software/Power failures in the primary installation.

Go to Product Home Folder and then to FOS Folder and follow the instructions available here.
2. Java Support Tomcat Version Upgraded from 5 to 7.  
3. Language Support 'Romanian' has been added to the list of languages supported. Go to Personalize and under Change Language.
4. Dashboard Get real-time information of IT help desk by configuring auto-refresh setting. Go to Dashboard and click Refresh to configure auto-refresh.
5. Community Stay updated on the ongoing discussions and announcements through our Community – a new avatar of Support portal. Go to Community
6. Keyboard Shortcuts Quickly resolve requests by employing these simple shortcuts. Available under Help section.

Upgrade to all new ServiceDesk Plus MSP 9.2