What's new in ServiceDesk Plus

(Cloud help desk software)

June 20, 2024

(Pre-release : May 27, 2024)

Enhancements

Request Last Updated By

Requests now support Last Updated By field and can be viewed when added to request template. It is also supported in Reports, Zoho Analytics, Automations, Field and Form Rules, and Notifications

  • In Business Rules, SLA and LifeCycles, Request Last Updated By user will be maintained as the previous user who performed the actions.
  • In Triggers, current user will be maintained.
  • Last Updated By user will be updated as SYSTEM if operation is performed by system automations.

Polish Support for Zia

Zia AI now supports field predictions in Polish.

Polish Support for Zia

ALC Barcode Form Enhancements

Scan multiple barcodes and populate multiple fields in one go while adding assets.

ALC Barcode Form Enhancements ALC Barcode Form Enhancements
  • Once a barcode is scanned and populated in a field, the focus automatically shifts to the next field.
  • Search products using a scanner, and get the results based on Product Name or Part Number.
  • Add or Delete icons (+ / -) provided to add or remove rows.

Other Enhancements in Assets

  • The following fields have been added to asset export: created by, created time, last updated by, and last updated time.
  • New network adapter types namely APN , LTE, and 5G have been added under Network Adapter Details > Type.

Sync Rule Enhancements

  • Execute sync rules on all CIs from Setup > Customization > CMDB > Sync Rules.
  • Sync Rule Enhancements
  • The following actions can be performed on assets via sync rules:
    • Create asset from CIs
    • Delete asset when CI is deleted
  • Users can also be synced into CMDB as CIs via sync rules.
  • Assets and CIs can be synced bidirectionally via sync rules.

List View Filters for CMDB and Other Enhancements

Custom Menu for CMDB

Custom menu is now available for the CMDB module. You can configure actions for a custom menu by using a custom function or by invoking a URL, and execute it on CMDB CIs. To create a custom menu for CMDB, go to Setup > Developer Space > Custom Menu > CMDB.

Custom Menu for CMDB

Custom menu options are available as a drop-down in the CI details page. The availability of custom menu actions in the CI details page is based on the conditions configured in the custom menu.

CMDB Enhancements

  • Customize the CMDB list view based on criteria by applying custom filters . Configured custom views will be listed in the filter drop-down.
  • Mark the frequently used filters as Favorites.
  • Custom Menu for CMDB
  • Filter and sort CI history based on operations, fields, and dates.
  • Custom Menu for CMDB

General Enhancements

  • View contracts associated with a CI from the Associations tab in the CI details page.
  • The number of CI types in CMDB is increased to 200.
  • CMDB lookup fields now support CMDB.
  • Mandate additional fields for CI types.
  • Filter and sort the history of custom modules based on operations, fields, and dates.

June 14, 2024

Enhancements

Data Import Enhancements

  • Download failed import records in XLSX format to review and re-import them.

Issues Fixed

General

  • In some cases, rich text is barely visible in the dark mode.
  • Grammarly extension is not working in the application.
  • A prompt is shown to save the template changes even if there are no changes.
  • In Request, Problem, and Asset list views (Grid), when the workflow column is not selected in the column chooser, data duplication and column-data mismatch occur while reordering the columns.
  • Files sent from ServiceDesk Plus Cloud to Gmail have garbled characters in their names.
  • In some cases, auto notifications are sent to users in a different language that is not configured in their personalized settings.

June 11, 2024

Enhancements

General

  • ServiceDesk Plus Cloud can now be personalized in Ukrainian and Hindi Language. Configure the language under Profile > Personalize > Language.
  • ServiceDesk Plus Cloud fav icon has been updated.

Issues Fixed

General

  • Garbled Chinese characters found in the sandbox help card.

Purchase

  • Duplication of IDs in purchase order.

May 27, 2024

Issues Fixed

Setup

  • Trigger criteria is not getting rendered when configured with the "is changed" operator.
  • Issue with sample custom functions script.

May 21, 2024

(Pre-release : April 23, 2024)

Workflows for Incident/Service Request, Problem and Asset

Workflow is an automation that admins can configure to ensure the smooth and systematic closure of an incident, service, or problem request or an asset.

Admins can use the following nodes to configure workflows and associate them with incident/service and problem requests or asset records when the requests/records do not have a life cycle associated.

Admins can now configure workflows for incident, service, and problem requests and asset records under Setup > Automation > Workflows.

Separate workflows can be created for incident and service requests.

Workflows for Incident/Service Request

Workflow Builder UI Enhancements

  • The UI of workflow editor, workflow execution view, and PDF views has been optimized for better user experience.
  • Mini Stencil View allows users to add nodes in a single right-click.
  • The UI of workflow editor

Sample Workflow - Incident

Workflow to assess requests based on category and nature of incident. Configure condition nodes to navigate the incident. Field update, Task and other action nodes are configured to assess the request based on category and nature of the incident to ensure the systematic completion of the request.

Sample Workflow - Incident

Sample Workflow - Service Request

Configure Branch nodes to fork the workflow and allocate multiple resources and access permissions needed during user onboarding by using the resource and task condition nodes.

Sample Workflow - Service Request

Sample Workflow - Problem

Create workflows for solving reported problems by using the if and wait for condition nodes to direct the pathway and configuring custom function action nodes to automate functions to enable the smooth closure of the problem request.

Sample Workflow - Problem

Sample Workflow - Asset

Using notification and field update nodes, configure workflow to ensure the workstation asset is assigned with notification to the asset managers and is reported if missing, expired or damaged.

Sample Workflow - Asset

Associate Workflows

  • Workflow configuration can be applied to incident/service/problem requests by associating templates and workflows.
  • Templates can be associated either with a Workflow or a Life Cycle. Never both.
  • For incident/service/problem requests, workflows will be assigned to the respective templates under Setup.
  • When creating an incident/service/problem request, the workflow will be applied from the template configuration.
  • Sample Workflow - Asset
  • For the assets, workflows will be created for a specific product type. After asset creation, the workflow will be assigned based on the product type. One product type can have only one workflow associated.
  • In the Product Type list view, a new column is added to indicate if a product is using a Workflow or a Life Cycle.
  • Sample Workflow - Asset

Note:Life cycle automation cannot be created for product types that are associated with a workflow and vice versa.

Assign/Revoke Workflow

  • Assign Workflow/Revoke Workflow actions are added to support existing requests to use workflows and vice versa.
  • A workflow can be assigned to incident/service/problem requests or asset records only if they are not already associated with a life cycle.

Status Restriction using Workflows for Request/Problem

  • Option added to allow usage of the statuses configured in the workflow in Requests and Problems.

Approval Enhancements in Service Request Workflows

  • Resource-based approvals can be created using the Resource Condition node.
  • Parallel approvals can be created using Fork and Join nodes.
  • Approval Status of a request can be set using the Field Update node after the required approval process is completed.

Workflow Execution

Workflow field and workflow execution details are shown in the request/problem/asset details page and list views.

Sample Workflow - Asset

Note : Workflow execution and associated details are not accessible to requesters.

Enhancements

General

  • Approval status "Denied" will now be called "Rejected" in workflow, change/release requests, and purchase orders.

Workflow Builder

  • The stencil pane on the right side of the canvas is now collapsed, by default.
  • Workflow Settings - Option added to indicate the workflow execution status in a popup in the Request/Problem/Asset/Change and Release Details page.
Sample Workflow - Asset

Changes and Releases

  • Date time fields can now be set to current time using the Field Update action.

Issue Fixes

  • Workflow fails to pass the Stage approvals should be approved closure rule when the approval is completed, which is not currently managed by the workflow execution.
  • Unable to view more than 10 users in Resource Management.

Changes

  • Change schedule is not shown in the change list view.

May 14, 2024

Enhancements

Integration

  • Workstations connected to the Azure AD domain can now be auto-assigned.

Issues Fixed

General

  • Approval page appears without formatting when accessed through the approval link in the email.
  • Unable to view more than 10 records in Kanban view.

Integration

  • The account linking URL is rendered as text in Microsoft Outlook adaptive cards for Welsh, German, Spanish, Russian, and Swedish languages.

Tasks

  • Color code to indicate task progress in Task Dependency is not displayed properly in dark mode.
  • Unable to organize tasks in templates if there are several tasks.

Purchases

  • GL Code and Cost Center internal fields are not included in the Order this PO email notification.

Assets

  • Virtual host is not scanned when a sync rule is configured

May 03, 2024

Enhancement

Azure User Sync

  • Azure User Sync report messages are revamped for a better user experience.

Issue fix

Custom widgets

  • Unable to authenticate/revoke a connection created using an extension from a custom widget.

May 02, 2024

(Pre-release : April 09, 2024)

Enhancements

Problems

Copy Problem

Create a customized copy of a problem from its details page using the Copy Problem option.

Copy Problem

Trash Problem

  • Deleted problems are moved to trash. Technicians can restore/delete problems permanently from trash.
  • Restore deleted problems within 30 days from the time of deletion.
  • A new filter, Trashed Problems, is added to the problems filter drop-down.
  • Trash Problem

Solutions

Solution Enhancements

  • Configurations related to Solutions module can be set from Setup > Customization > Solutions Management.
  • The following notification rules are introduced under Setup > Automation > Notification Rules. Administrators can also customize notification templates if needed:
    • Select the technicians to notify when a solution has reached its review date
    • Select the technicians to notify when a solution has reached its expiry date
    • Solution Forward Notification Email
  • Notification templates can be customized for the following solution notification rules:
    • Select the technicians to notify when a solution is closer to its review due date
    • Select the technicians to notify when a solution is about to expire
  • In the solutions list or classic view, the personalization set under topic filter will be retained even if users navigate to other application pages.

Setup

Audit Logs

  • All operations performed under Setup are now recorded by Audit Logs.
  • The audit log displays information on where, when, and by whom an action was performed.
  • Administrators can view audit logs from Setup > Data Administration > Audit Log.

New Columns in Survey Reports

Subcategories and items are now listed in ServiceDesk Plus survey reports.

Zoho Editor upgrade

An upgraded version of the rich text editor is now available, featuring new functionalities and bug fixes.

Spanish support for Zia chatbot

Introducing support for Blended Conversation (BC) in Spanish. With this update, Admin can utilize the Blended Conversation builder to create flows specifically in Spanish and then publish these Spanish flows in the Spanish Zia chatbot. This means that the Spanish Zia chatbot will exclusively contain Blended Conversations flows created in the Spanish language.

Behavior Change

The option to switch between list view and grid view within the blended conversations builder is removed for a streamlined experience.

April 24, 2024

Issue Fixed

Assets

  • The latest asset information is not updated during a scan if a licensed software is removed from the asset.

Behavior change

Sandbox

  • The default global URL or organization URL will be displayed in sandbox notification links.

April 11, 2024

Enhancements

Automation

  • Request Triggers now supports Currency and Percentage field types.
  • Business rules and Triggers of a request will now be executed for duplicate requests also.

Requests

  • Preview attachments within the request add form.

Issues fixed

Automation

  • SMS sent using Custom notifications is garbled due to encoding issues.

Requests

  • Canceled requests keep loading for requesters if the Status field is hidden from them.
  • When request approvals are created via Triggers, technicians are notified that the organizational roles are unresolved even when users are present.
  • When multiple technicians are working on a request and one technician makes an update, the update notification is sent twice to other technicians.
  • For requesters, requests displayed in My Summary are not ordered based on the display ID.
  • While editing a request, changing it's template by overwriting existing values with default values from the new template sets the request status incorrectly.
  • Unable to customize the notification template 'Notify user when a request is shared with them' when user language customization is enabled.
  • While canceling a request, the Reasons are displayed in garbled characters.
  • Internal error thrown if the Description field is empty while sending email responses.
  • Resolution content will now appear as plain text in both the request history and its print preview.
  • Error occurs when opening Resource Management page in some cases.
  • When Editor update is required, approvals configured in the request template are not sent.

Setup

  • The word "technician" is spelled incorrectly in Technician Availability Settings under Advanced Portal Settings.

April 05, 2024

(Pre-release : March 21, 2024)

Enhancements

Operational Hours and Special Operational Hours

  • Configure group-based operational hours that allows you to calculate SLA accordingly from Setup > Instance Configurations > Operational Hours.
  • Define break hours for all working days, or specific to each working day. Break hours can be set only when standard hours or custom hours working time is configured.
  • Operational Hours and Special Operational Hours
  • You can set operational hours to end the next day. Overflowing working hours are indicated with Overflowing working hours icon.
  • Configure exceptions for operational hours on dynamic weekdays. During these days, you can set a unique operational hour and break hour.
  • Define the working hours for specific days of a year as special operational hours. These are associated with operational hours to map the sites and groups where special operational hours are applicable. You can schedule the special operational hours, repeat them annually, add break hours, and configure exceptions on dynamic weekdays.
  • To define special operational hours, go to Setup > Instance Configurations > Operational Hours and switch to Special Operational Hours tab
  • Operational Hours

Note: Operational hours already configured in the application will be merged based on similarity and associated to sites accordingly.

  • The merged operational hours will be named as Operational Hour 1, Operational Hour 2, and so on. Users can rename and reconfigure them as needed.
  • The merged operational hour with the highest number of associated sites will be named as the Default Operational Hour. If no operational hour is associated with a site or group, the default operational hour will be associated.

Holiday Groups

  • Create holiday groups to bundle related holidays. You can apply holidays based on technician groups and calculate SLA accordingly.
  • To create holiday groups, go to Setup > Instance Configurations > Holiday Groups.
  • Holiday Sets
  • You can create holidays in each holiday group and also import holidays across holiday groups.

Note: Holidays already configured in the application will be merged based on similarity and bundled under various holiday groups. These holiday groups will be associated to sites accordingly.

  • The merged holiday groups will be named as Holiday Group 1, Holiday Group 2, and so on. Users can rename and reconfigure them as needed.
  • The holiday group with the highest number of associated sites will be named as the Default Holiday Group. If no holiday group is associated with a site or technician group, the default holiday group will be associated.

Behavior Changes

  • Operational hours and holidays will not be listed under Related Settings while configuring sites.
  • Associate operational hours and holiday groups to sites while adding or editing, using the Applies To field.
  • If no operational hour or holiday group is configured for a site/technician group, the default operational hour or holiday group will be applied.
  • SDSiteAdmins can no longer configure operational hours and holidays.

Note to Sandbox Users: During migration, users will be temporarily unable to create/recreate sandbox, or deploy sandbox changes.

After migration, sandbox changes related to operational hours and holidays cannot be deployed. Users can recreate sandbox and reconfigure operational hours and holiday groups to deploy the changes.

March 22, 2024

Issues Fixed

General

  • Modifications done in Theme settings are not getting saved.
  • Personalized fonts are not included in content wrapping done in reply templates.

Requests

  • Duplicate tickets created upon form submission with certain FAFR configurations on slow network.

Changes

  • An irrelevant error message is displayed while attempting to close a change with the "canceled" status from the change details right pane.

Projects

  • 'Schedule End' text in Projects module is mistranslated in French setups.

Assets

  • In Facility instance, Asset import fails when the product classification mentioned in the import file is not pre-configured.

Integrations

  • Office 365 Calendar configuration pop-up does not load when all leave types are deleted.
  • In some cases, user's site details are not synced from Azure.
  • When a request's title is longer in the actionable card, the actions are not supported.

Automation

  • When creating form rules for Problem, Change, and Release, actions such as Set Value to Field, Add Options, and Remove Options display only the first 50 values of additional lookup field types.
  • Change workflow fails when the workflow contains a field update node configured with a change role field and Show only the stages and statuses added in workflow is selected under Manage Stage-Status.

March 14, 2024

(Pre-release : March 06, 2024)

General Behavior Changes

  • Request reopen notifications will now be recorded in the request history.
  • When a requester who is also a technician replies to a request, the response will now be considered a requester reply and color coded accordingly.
  • For a requester with technician permission, the Reply All button in the request details view will change to Reply.
  • Under Setup > General Settings > Requester Portal, the Allow requesters to reopen their requests option will be removed.

Enhancements

Request Reopen Enhancement

Request Reopen Settings consolidates all UI and email configurations relating to reopening requests. SDAdmins can access this under Setup > General Settings > Advanced Portal Settings and can configure the following:

  • Reopen requests from any completed status when a requester replies to it.
  • Set the landing status of the reopened requests.
  • Allow technicians to reopen the requests with a reply sent via email
  • Choose to allow Zia to validate the email and perform reopen configurations on completed requests.

Reopening Canceled Requests

  • Canceled requests can now be reopened.
  • Canceled status can be configured to Open status in the request lifecycle.
  • When a canceled request is reopened, all functions previously associated with the request will be available for restoration.

Request Reopen Notifications

  • Choose to notify the requester when a cancelled request is reopened.
  • Select specific technicians to notify when a cancelled request is reopened.
  • Request Reopen Notifications

Mode Enhancement

  • Default request creation modes now include Mobile Application.
  • All default modes can now be edited.
  • The Mobile Application mode will be updated automatically if a request is submitted without a specified mode via mobile app.
  • A Live Chat mode will be created and updated in the application when a request is created via live chat.

Setup

Underscore URL Enhancement

In ServiceDesk Plus Cloud v3's REST APIs, special operation names (other than CRUD operations) must now begin with an underscore. Accessing URLs without this prefix will trigger a 404 error code. Learn more.

List View Data Export

Export data from list views using the Data Export option in list views. You can export all data or only the data that is in your current view or selected data. Currently, this option is supported only for Requests.

List View Data Export

Once the data export is complete, you will get an email/push notification. You can click on the link in the notification to download the file.

Email Notification

Email Notification

Push Notification

Push Notification

Bell Notification

Bell Notification

Requester Portal Search Customization

  • Administrators can now enable requesters to search only from selected modules by configuring Search Settings from the Requester Portal Settings page.
  • The search results can be displayed in a specific order by rearranging the selected modules.
  • Requester Portal Search Customization
  • On the Requester Portal Customization page, Basic customization is now renamed as Code-Based, and Advanced customization is renamed as GUI-Based.
  • Requester Portal Search Customization

Reorder Release Workflow Stages

  • Configure stages and statuses specific to a workflow. Click the icon on the workflow editor to manage the stage and status visibility in releases.
  • Manage stages and statuses using the following options:
    • As configured in Global Release Workflow Settings
    • Show all stages and statuses
    • Show only the stages and statuses added in the workflow
  • Use the Show only the stages and statuses added in the workflow option to reorder stages. However, Submission, Planning, and Close stages cannot be reordered. Only the stages, statuses, and stage order configured in the workflow will be incorporated in the associated releases.

Behavior Changes

Release Management

Reordering the release planning stage from Setup > Customization > Release Management > Stage and Status is restricted.

Release Roles Permission

Enhancements

SDAdmins can configure users who can move release across stages. Under Global Workflow Settings in releases workflows, select one of the following options:

  • Any user with necessary permissions - Any user with Approve permissions for a release stage can move the release to other stages.
  • Only Release Manager - Only the release manager can move the release manually across stages.
  • No one (Stage movements will be done only via workflow) - Release will move through the stages as configured in the workflow.
  • workflow

Release users can track the various roles and users assigned in a release request from the list view or template view by clicking

In template view, select Roles field to be displayed from the column chooser.

Release Roles and Users

A new default query report titled Release Roles and Users is added. Users can generate instant reports to monitor prominent and non-prominent roles in release requests.

Release Form Enhancements

Besides spot edit, you can now global edit non-prominent release roles by clicking Edit on the roles page. Form rules will be applied to the roles form.

Behavior Changes

  • Non-prominent roles will be listed in the Roles tab accessible from the left navigation pane. Users with Edit permissions for the current release stage can edit the non-prominent roles.
  • SDAdmin can enable Release Engineer to edit crossed release stages by enabling Allow to edit previous stages under Setup > Customization > Release Management > Release Roles.
  • Release Roles
  • In release history, the entries related to conversations are now logged with relevant operation names.

March 08, 2024

Issue Fixed

Requests

  • Duplicate tickets get created upon form submission with certain FAFR configuration.
  • Technician email reply reopened completed requests when Add it to conversations and notify the technician or Raise a new request options were configured in Request Reopen Settings.

Changes

"Provide value for the Status Field" error is thrown while trying to save a change using spot edit after modifying the Stage/Status from the right pane.

February 28, 2024

(Pre-release : February 06, 2024)

Enhancement

Integrations

Reply Assistance with ChatGPT

Administrators can enable technicians to formulate replies to request conversations using ChatGPT. Under Setup > Apps & Add-ons > Integrations, enable ChatGPT Integration and select Reply Assist.

Reply Assistance with ChatGPT

While replying to conversations from the request details page, technicians can click chatGPT on the reply editor to generate contextual replies or refine the grammar and readability of the technician's reply.

reply editor

Access ChatGPT from Microsoft Teams

If Microsoft Teams integration is enabled, users can use ChatGPT to summarize ticket details in ServiceDesk Plus Cloud bot.

reply editor

ChatGPT also powers the ServiceDesk Plus Cloud bot, providing answers to user queries in the bot.

reply editor

Analyze Usage Statistics

In the ChatGPT integration card, administrators can go to Details and select Usage Statistics to analyze the number of times users have accessed ChatGPT features via the integration.

reply editor

Azure User Sync Enhancements

Enable Azure AD user sync reports under Integrations > Azure AD User Sync > Configure > Sync Reports.

Azure User Sync Enhancements

Once enabled, the reports will be available to download in the Azure AD User Sync card under Integrations.

Integrations

Setup

Asset Acknowledgement

  • Configure acknowledgements for specific product types and receive user acknowledgements whenever these assets are assigned to the users. You can configure acknowledgements under Setup > Customization > Asset Management > Asset Acknowledgement. Asset Acknowledgement
  • Configure acknowledgments for specific product types or all product types.
  • Use Advanced Criteria to make sure the acknowledgement is only configured for intended assets. configure
  • Configure the Asset Acknowledgment Form by using the editor and inserting the required variables by entering the $ character. Asset Acknowledgment Form

Import Asset Attachment

You can now import attachments for assets. To import asset attachments, go to Setup > Data Administration > Import Data. Make sure to input the asset's name in the parent ID field while configuring data import.

Welsh Language Support

ServiceDesk Plus Cloud can now be personalised in Welsh Language. Configure language under Profile > Personalize > Language.

February 14, 2024

Issues Fixed

Requests

In the request history tab, the additional field name is displayed based on its user defined field value.

Assets

  • While converting non-IT product types to IT product types, expired and disposed assets are excluded during the license count check.
  • Under Assets > Software, the Site column of Software Licenses displays incorrect data.

CMDB

Custom CI icons are not displayed in CMDB module if more than 50 CI types are added with custom icons.

Purchases

Unable to Send mail notification while approving Purchase Orders.

Reports

Multi select fields filter criteria is removed for CMDB and custom modules reports.

General

  • CMDB module is available in Professional Trial even if the CMDB add on is disabled.
  • The instance description is displayed incorrectly while hovering over an instance in the Instance side panel.
  • The ${approval_link} placeholder used in the approval notification is not getting replaced with the approval link if the Allow template customization in user's language option is enabled under Setup > Automation > Notification Rules.

Maintenance

Cannot create Request maintenance if the last updated time and resolved time fields are present in the template.

Setup

  • Tech availability does not show data for leap day Feb 29th.
  • Azure User Import and Azure User sync does not fetch data when a site is marked as inactive in ServiceDesk Plus.
  • Unable to edit instance settings under Setup > Instance Configurations if the Edit icon is clicked only once.

Tasks

Console error is thrown when a technician tries to add a task comment.

Behavior Change

Selecting a font type in Layout Personalization now applies to all rich text fields in the application.

February 12, 2024

Issues Fixed

Reports

  • Failure while generating reports with the special character "/" in columns.
  • Unable to filter laptops and workstations under reports in some cases.
  • Date format issue in Advanced Matrix Reports.
  • While generating a report, if the Save button is repeatedly clicked, the generated report becomes untraceable.

January 25, 2024

Enhancement

Request Approval Reports

You can now feed request approval data in Zoho analytics to generate dynamic and insightful reports on request approval.

January 18, 2024

Enhancement

Mandating closure code and close description in Close Change popup

  • Unfilled mandatory fields (closure code and close description) in change requests are now marked with a red asterisk in the Close Change popup.
  • Users attempting to close a change request from RHS of change details, with these unfilled mandatory fields, will be prompted to enter the required information through a Close Change popup.

Behavior Change

  • Resend action is now restricted for approvals belonging to upcoming change/release stages.
  • For a pending approval level, resend action is now supported for completed approvals

Issues fixed

Requests

Notify pending approvers when one has acted on the approval option is not supported for incident approvals.

Integration

In some cases, the Microsoft calendar integration doesn't work as expected.

January 16, 2024

Issue Fixed

Requests

While forwarding a request notification instead of the notification description, the request's description is displayed.

January 10, 2024

(Pre-release : December 21, 2023)

Enhancements

Sample Entry population

SDAdmin can populate sample data in modules and admin configurations to test the working of ServiceDesk Plus Cloud. The sample data can be populated while creating an organization in ServiceDesk Plus Cloud or from the Setup page.

Sample Entry population

The populated data can be retained or deleted from the banner on the Setup page.

Asset Fine-Grained Access

Allow/restrict technician access to certain assets/consumables based on criteria or product types. For example, you can configure a Fine-grained Access (FGA) to allow access to product types with routers, switches, and printers and then associate the FGA with the intended technicians.

You can configure FGA under Setup > Users & Permissions > Fine-Grained Access > New Asset FGA.

Asset Fine-Grained Access Asset Fine-Grained Access

Share Requests

  • You can now share requests with technicians, requesters, technician groups, or organization roles from the request details page. To share a request, go to the request details page and click Actions > Share.
  • Asset Fine-Grained Access
  • Only users with share request permission can share requests. You can configure share request permission from Setup > Users & Permissions > Roles.
  • Share Requests
  • A new notification rule Notify user when a request is shared with them is added under Setup > Automation > Notification Rules > Request.
  • Share Requests
  • New filters Pending Requests Shared with Me and Requests Shared with Me are added to the Requests filter drop-down.

Follow Request

Users and technicians can now follow requests that are within their scope and receive updates on them. This helps technicians and users to be aware of the happenings of a request that are important to them or their team.

Follow Request

Manage Followers

Technicians with Manage Followers permission can remove or add followers to requests. They can use the Manage Followers option under Actions menu to manage followers.

Follow Request

New Filter in Request List View

A new filter Requests Followed by Me is added to Requests list view to filter only the requests you follow.

New Filter in Request List View

New Notifications added to Notification Rules

The following Notifications are added for the Follow Request feature under Setup > Automation > Notification Rules > Requests.

Notification Rules Notification Rules

Request Conversation Enhancements

  • While replying to request conversations, technicians can now select Reply All option to send the reply to all users in the To, CC, and BCC fields.
  • When a technician replies to a request where they are the requester, the reply form will now load as technician reply form.
  • Attachment field UI is enhanced for better usability.
  • Notification Rules

Behavior Change

  • On selecting Reply, only the To field will be auto-populated.
  • On selecting Reply All, To, Cc, and Bcc fields will be auto-populated.
  • Technicians can now reply, reply all, and forward all emails sent by users.
  • For notifications generated by system, technicians can resend or forward them.

Zia Auto Approval Request

Zia Artificial Intelligence can be trained to predict approval actions for requests based on the reply email sent by approvers. With adequate training, Zia can auto-apply the predicted approval action to requests.

  • Administrators can set up approval prediction under Setup > Zia > Artificial Intelligence.
  • The phrases commonly used by approvers can be configured to train Zia in identifying the appropriate approval action.
  • The predictions can be verified and the feedback can be provided to Zia by clicking Verify Prediction.
Zia Auto Approval Request

Live Chat Enhancements

The UI of the live chat widget is updated with a larger window, new layout and new features.

  • Calls feature has been introduced for better communication and connectivity between users and technicians.
  • Existing customers are required to enable the calls feature in Advanced Settings page. For new customers, calls will be enabled by default.
  • Users can use the toggle button on the top right corner to show their availability.
  • Users can choose to use the old UI by selecting Switch to Old UI on the top right corner. The old UI will be deprecated by February 8th, 2024..
  • Behavior Changes

    • Feedback and Reports are moved to the SalesIQ widget window.
    • The script for embedding live chat widget is updated under Setup > Apps & Add-ons > Chat Settings. Administrators can use the updated script for continued usage of the widget.

January 02, 2024

Enhancement

Contract

  • You can now edit the Contract Vendor field while editing contracts. Only a vendor with the same currency as the previous vendor can be configured.

Behavior Change

Problems

  • Status drop-down in New Problem form now lists all in-progress statuses by default.

Issues Fixed

Requests

  • While raising requests, solutions are not suggested as per the keywords.
  • Unable to preview images while replying/forwarding an email from the request conversation.

Problems

  • In the New/Edit Problem form, the Services Affected field lists only 100 options in the drop-down.

Changes

  • While importing change requests, time details are not imported in date/time change additional fields.
  • In non-English setups, requesters are unable to view change templates associated with them if they do not have permission to view default change template.

Solutions

  • Error while importing solutions in bulk if no keywords are present in the solutions.

Assets

  • Users deleted from provisioning tool or ESM directory are not removed from the suggested owners list in assets.

CMDB

  • Unable to export CMDB relationship map as an image.

Purchase

  • In some cases, purchase orders are not exported completely if rate fields are not present in the purchase template used to create the purchase orders.
  • When an approver attempts to open a cancelled PO approval link, an error occurs.
  • In the print preview of purchase orders, the item details are displayed in the second page if there are more items.

Contracts

  • Unable to search Contract Type in the contract forms.

Integrations

  • Issue occurs when trying to respond or close a task created in ServiceDesk Plus Cloud from Microsoft Teams.
  • Users not able to authorize TeamViewer connection from TeamViewer widget.

General

  • Lato font is not displayed in Windows 7.

Setup

  • In the request template, if the Date-picker position is customized to be displayed below the input box, the Date-picker appears hidden behind the Add Request button.
  • Under Business Rules > Custom Actions > Field Update, when long values are selected for any field, they are truncated.

December 27, 2023

Enhancements

Setup

Column names in the sample files used for importing requests is now modified so that the fields will be mapped automatically.

Issues Fixed

Requests

  • The Close icon in the Date field of the request form is rendered multiple times.
  • To field in the Approvals tab is not displayed while accessing requests from the Dashboard.
  • If Category is mandated in request closure rules, the Sub Category and Item fields are also displayed in the request closure popup.
  • To and CC fields get encoded if the email address contains single quotes (') or double quotes (").
  • Unable to save custom filters if the criteria contains Project ID.
  • Requests in On Hold status are moved to Overdue status if technicians reply to the requests or if the status is changed from In Progress to Stop Timer.
  • The technician's sites and groups do not match when assigning them to a request after getting all the approvals.
  • When converting incident requests to service requests, the approver is not set in the Approver field.
  • Activities filter does not work if the custom created filter contains huge records.

Maintenance

Site restricted technicians are unable to add or edit request maintenances if another technician or requester is selected in the Requester Name field.

Setup

The Actions menu does not load in the service request business rules page after a hard refresh.

December 26, 2023

Issues Fixed

Reports

Technician name is not displayed in the Assigned to column in the Drill Down Analysis report.

Setup

In some cases, issue occurs while converting requesters to technicians.

December 21, 2023

Issues Fixed

Setup

Issue in full control roles selection and maintenance module roles selection in professional edition when problem module is enabled.

December 18, 2023

Enhancements

Setup

Auto Close and Reopen Requests using Zia AI

Zia Artificial Intelligence can review user replies and perform the following actions on requests:

  • Close resolved requests when an acknowledgment is received from the user.
  • Reopen closed requests if the user does not acknowledge the solution provided.

Administrators can set Zia to close or reopen requests under Setup > General Settings > Advanced Portal Settings.

Site filter - List view

User Groups Enhancements

  • Technicians can set filters for user groups based on User Additional Fields and Organization Roles criteria.
  • While configuring criteria, technicians can use the > icon to access the sub-fields under a particular field.
  • Site filter - List view
  • The icon is added to the list view and can be used to edit or delete user groups.
  • Site filter - List view

Technician Availability Settings Enhancement

You can now use the following three settings to mark a technician’s availability.

Set by technician: Allow technicians to set their online or offline status.

Set by system: Let the system set the technician's online/offline status. The technician will not be able to modify this setting. When this option is enabled along with Technician Auto-Assign, even offline technicians will be assigned requests.

Set by system, but technician can modify: Use this to let the system sets the technician's online/offline status, but with the provision for the technician to change it.

Site filter - List view

Technician Auto Assign Enhancements

Auto assign requests only to technicians who are online.

New custom reports module

Maintenance

Maintenance for Changes

  • Maintenance module can now be used to schedule changes periodically. Changes can be scheduled daily, weekly, monthly, periodically, or just once.
  • Change maintenance is available only in the Enterprise edition and as a change add-on for other editions.
  • To create a change maintenance, go to the Maintenance module and select Changes from the filter drop-down.
  • Site filter - List view
  • You can view the scheduled change maintenances in list view, template view, and calendar view.

Maintenance Enhancements

  • Maintenance filter drop-down is now replaced as States filter drop-down. You can filter maintenances based on the following state filters: Active, Suspended, Completed, and All States.
  • Global search allows you to search through request maintenances and change maintenances.
  • Row Color Settings - Define color codes for the maintenance list view or template view using the Row Color Settings icon
    • For request maintenances, row color is applied based on Status, Priority, Category, and Level.
    • For change maintenances, row color is applied based on Change Type, Workflow, Template, and Change Risk.
  • Site filter - List view
  • Calendar View - The following options are provided as a part of this enhancements:
    • Create new maintenances from the calendar view.
    • Filter the maintenance using a Date filter.
    • Search through maintenances using the maintenance title or subject.
  • Site filter - List view

Import Data:

Import request maintenances and change maintenances from Setup > Data Administration > Import Data.

Reports

  • Generate tabular reports for request maintenances and change maintenances.
  • Generate request or change reports with the Maintenance column.
Reports

Maintenance Roles

  • Added advanced permission options to define roles for maintenance.
  • Site filter - List view
  • Collapse and expand support is provided for the access and advanced permissions sections to enhance user experience.

Changes Enhancements

  • In the Changes module, a new filter Changes from Maintenance is added to the Changes filter drop-down.
  • Site filter - List view
  • A new field Maintenance is added to the Column Chooser. Changes created via maintenance will be marked as Yes and clicking on Yes will redirect you to the change maintenance details page.
  • Site filter - List view

December 11, 2023

Enhancements

Requests

Resolved time, Last updated time, First Response Dueby fields can be added to request templates from the left panel. Technicians and requesters can view the field details in request details page for requests created with templates containing the mentioned fields.

December 08, 2023

Issues Fixed

Setup

Form rules do not work when there is an error in mandatory fields.

General

Error while performing global search in change module if change lookup additional fields are configured with custom modules as the reference entities.

Reports

  • Duplicate entries added and data is mismatched while generating API reports in bulk.
  • Calendar menu is enhanced in the date/time fields under Advanced Filter while generating reports. Additionally, users can now set Last 365 days as the relative period in date/time fields while configuring the advanced filter.

November 23, 2023

Issues Fixed

Setup

On hold statuses are not shown under Request Settings in Advanced Portal Settings.

Changes

The value in the planning fields of a change form remains unchanged even after modification, if the planning checkbox is checked in the change template.

November 21, 2023

(Pre-release : 09 October 2023)

Enhancements

Setup

Multi-Lookup Fields in CMDB and Custom Modules

Technicians can configure multi-lookup fields to allow users to select multiple values from the lookup field reference entity. Currently, multi-lookup fields can be configured only in CMDB and custom modules.

Multi-Lookup Fields in CMDB and Custom Modules Multi-Lookup Fields in CMDB and Custom Modules

Additionally, technicians can configure Assets as reference entity in custom module lookup fields.

Enhancements in CMDB and Custom Modules

  • In web tabs custom modules,
    • Users can delete records permanently by using Delete Forever option in the Delete pop-up.
    • web tabs custom modules
    • Trash can be cleared completely by using Empty Trash option. After trash is emptied, a push notification will be sent to SDAdmins and the system log will be updated.
    • web tabs custom modules
  • Requester and Technician reference entities are introduced for lookup fields in CMDB and custom modules.
  • Region, Vendor, and Technician Group reference entities are introduced for CMDB lookup fields.

Timers for Releases

Administrators can now configure timers for releases. Release timers can be configured under Setup > Automation > Custom Actions and executed via triggers or workflows.

Timers for Releases

Approval Actions

  • Approvals are now available as custom actions in ServiceDesk Plus Cloud. You can create approvals specific to Service Requests, Changes, and Releases under Setup > Automation > Custom Actions > Approvals.
  • Currently, you can configure approvals as custom actions in triggers for various business use cases.

The following options are now included to customize approvals:

  • Use custom templates to configure email notifications and send them to various stakeholders. You can now use the following variables to add recipients while sending email notifications.
Module Parent Module Approvers Sub Entity Sub Entity Approvers
Request
  • Organization roles
  • Request users
    • Requester
    • Technician
    • Editor
    • Lookup users
  • Users
Task Owner
Created by
Approval Level Approvers
Change
  • Change users and Roles (Includes lookup users)
  • Organization roles
  • CAB members
  • Technician Groups
  • Users
Task Group
Owner
Created by
Approval Level Approvers
Release
  • Release users and Roles (Includes lookup users)
  • Organization roles
  • CAB members
  • Technician Groups
  • Users
- -

Use custom approval settings to define a unique condition for each approval.

  • Mandate comments for all approvals.
  • Notify when other approvers act on the approvals.
  • Automatically approve if the requester and approver are the same person.
  • Automatically approve if the same approver has previously approved at an earlier level.

Note: Custom settings overrides the global approval settings configured under Setup > General Settings > Approval Settings.

global approval settings

Create an approval specific to a trigger by enabling the Only for this Trigger option. This approval cannot be reused and will not be displayed in the Custom Actions list.

global approval settings

Approval Settings

  • Request Approval Settings previously available under Advanced Portal Settings is now moved to Setup > General Settings > Approval Settings.
  • Approval settings can now be configured specific to requests, changes, and releases modules.
  • Users with HelpdeskConfig roles are now allowed to configure approval settings for requests.
Approval Settings

Approval Level Enhancements

  • Users with stage edit permission in Changes and Releases can now add approval levels directly from the Approvals
    tab in any stage. Note that approval levels can be added directly from the current stage even if a workflow is configured.
  • Add approvers for pending approval levels.
  • Approval completed time is now captured in the approval level for requests, changes, and releases.
  • Details such as approval name and rule are now captured for each approval level in service requests.

Behavior Changes

  • Approvers are now limited to 50 for each approval level.
  • Approval tabs are now displayed for the current stage allowing users with stage edit permission to add approval levels.
  • Add CAB Member button is now replaced with an Add Approval Level button. You can select approvers from various change stakeholders.
  • Send for recommendation button in the CAB Evaluation stage > Approvals tab is now moved inside an approval level and shown only for pending approval levels.

General

Zoho Puvi Font

Zoho Puvi is now supported in layout personalization settings and theme settings in ServiceDesk Plus Cloud.

  • For new users, Zoho Puvi font will be applied to application UI by default.
  • For existing users, their personalized font will be retained unless SDAdmin manually changes the font.

Integrations

Sync Asset Additional Fields in Zoho Analytics/ManageEngine Analytics Plus Integration

Data in asset, workstation, and software license additional fields can now be collected and produced in reports via Zoho Analytics/ManageEngine Analytics Plus integration.

The following tables are created/modified in Zoho Analytics/ManageEngine Analytics Plus to store additional field data:

  • Asset Additional Fields and Workstation Additional Fields tables are created. Additional field columns for software license will be added to the existing Software Licenses table.

Changes & Releases

Change/Release Workflow Enhancements

  • Get a quick glimpse of the workflow execution details whenever you visit a change/release details page.
  • User interface of the workflow editor and workflow execution view are now improved for better user experience.
  • A new node highlighter is added in the workflow execution view to indicate the current node being executed.

Issues Fixed

Upon spot editing change/release fields, if the change/release details page automatically refreshes due to workflow execution, the edited data gets lost.

Releases

Release Workflow Enhancements

  • The workflow editor is now enhanced for better user experience.
  • Branch nodes category is newly added to the release workflow.
  • The following nodes are now introduced in release workflows under various categories.
Node Category Node Usage
Condition Nodes Wait For Pause the release workflow until the specified conditions are met before proceeding to the next stage.
Action Nodes Task Add tasks to the release request when a specific stage and status is reached.
Custom Function Implement any automated action in the application when a stage and status is reached.
Webhook Send data from the application to third-party applications or external services when a stage and status is reached.
Timer Pause the release workflow for a specific time duration and execute actions as the timer runs, aborts, or ends.
Branch Nodes Fork Split the workflow into multiple paths.
Join Merge parallel paths forked previously.
  • The following enhancements are added to the existing nodes:
    • IF - Custom functions of Boolean return type can be set as conditions in IF node.
    • Field Update - An alternate path can be configured for Field Update nodes if an error is thrown while updating a field value.

Release Enhancements

View the execution status of a workflow from the release list view or details view by hovering over the Workflow icon and clicking Show Details.

Workflow Editor Enhancements

On the release workflow execution page, you can view stage details of a node by hovering over a node and clicking

Purchases

Purchase Enhancements

  • Add unique GL Code and Cost Center for all items in a purchase order. To do this, enable the Item Level Cost Center/Item Level GL Code option while configuring templates or creating purchase orders.
  • Create new purchase templates and use them for creating purchase orders.
  • Restrict vendors from viewing general information. To do this, click the field properties icon in a purchase template and select Do not show to vendors.
  • Notify the PO requester when an action is taken on the purchase order. Configure the following notifications in Admin > Automation > Notification Rules > Purchase.
    • Notify PO Requester when a purchase order is approved.
    • Notify PO Requester when a purchase order is rejected.
    • Notify PO Requester when a purchase order is received.
    • Notify PO Requester when a purchase order is closed.
  • You can now import or export PO attachments.
  • The Sites field is now supported in import and export of purchase orders.
  • Email replies to a purchase order are now appended as conversations on the purchase order details page.
  • Additional field types such as currency, percentage, decimal, auto number, and decision box are now supported for the Purchases module.

November 08, 2023

Issues Fixed

Assets

  • Assets are not auto-assigned to the last logged in user.
  • All my sites filter is not working for site restricted technicians in the Asset Summary widget.
  • The title 'Workstations' is not encoded properly under workstation list view page in non-English setups.
  • Error while reconciling workstations from purchase order using service tag if space is added before/after the service tag.

Projects

Technicians deleted from an instance are still retained as members in the project template, leading to issues in creating projects using the template.

Contracts

Technicians with multiple custom roles and view contract permission are duplicated in the Contract Type Accessibility drop-down.

General

The term 'Resolution Template' is mistranslated in Czech language setup.

Requests

The spot edit dialog box is request list view does not render in its appropriate position after scrolling down the list view.

Setup

  • License agreement expiry notification fails due to the messaging exception in certain mail servers.
  • Proper username is not shown in Zia chatbot when a username has non-English characters.
  • Proper error message regarding the custom ports in webhook URL is not shown while testing a webhook action.
  • Not able to disconnect the Microsoft account used for Azure user import due to invalid token.
  • While importing sites with multiple departments, import fails to complete if existing records are deleted and the sites are added as new records.

November 3, 2023

(Pre-release : October 17, 2023)

Enhancements

Setup

User Additional Fields

Requester additional fields is now user additional fields and will be applicable to both requesters and technicians.

Note: You cannot create a user additional field with the same name as an existing technician additional field or vice versa. You can add upto 50 user and technician additional fields.

For existing instances, SDAdmins will have a one-time option to merge or rename the common fields between user and technician additional fields from Setup > Customization > Additional Fields > Technician Additional Fields.

Note: SDAdmins will have the option to merge the common additional fields only till December 5, 2023. Post that, the renaming of technician additional field with the same name as user additional field will be automatically done by the system. For example, if there is a technician and user additional field with the same name "Designation", then the technician additional field will be renamed as "Designation(1)".

User Additional Fields in Requests

User additional fields will be displayed in the request details page under Requester Details section.

User Additional Fields in Technician Form

User additional fields will be shown in the technician add/edit form as well.

Unified User View

Get an all-inclusive list of users within an instance under Setup > Users &< Permissions > Users.

Use the Users drop-down to display only Requesters or Technicians.

Checklist Enhancement

  • Technician can edit checklist items and the changes will be reflected in the Admin section as well as in the checklists associated with the request template.
  • Note: Changes will not be reflected in the Request module.

  • Deleted checklist item will no longer be shown in the checklist item list view and will be treated as permanently deleted.

General

New Languages support in ServiceDesk Plus Cloud

ServiceDesk Plus Cloud can now be personalized in Georgian, Indonesian (Bahasa Indonesia), and Thai languages. To personalize, go to Profile > Personalize > Language.

Suite View Enhancements

  • Request properties in the request suite view are now grouped and organized based on the template layout for better user experience.
  • Notes is now moved to request list from details in the request suite view. You can view or add notes by clicking the Notes icon.
  • Customized columns in the request suite view is now reset to display the default columns. You can use Column Chooser to reconfigure the columns.
  • Technicians can now view a requester's previous requests by clicking the icon beside the Requester Name field in the Request form.

October 26, 2023

Enhancements

Requests

  • Users can view name of approvers and search through them while submitting incident requests for approval.
  • Users can view/search through name and email address in To/CC/BCC fields under Conversations tab in request details page.
  • System log entry will be added when a checklist is associated or dissociated from request templates.
  • The parent request details of a merged request will be displayed on accessing the request details using the merged ID via Go to request option.
  • Configuration Items can now be set for requests via email commands.
  • Replies to a merged request will be appended to the parent request.
  • Users can search for approvers using email address while submitting service requests for approval.
  • The email address of the reporting manager will be displayed in the following locations:
    • In the Add/Edit form for requesters and technicians
    • In the right pane under request details page.

Setup

  • System log entry will be added for operations performed under Setup > Automation > Notification Rules.

Issue Fixed

Requests

  • Users without ModifyApprovers role can submit incident request for approval.
  • When an attachment is added from request right pane, the last updated time is not updated.
  • An unknown error occurs while trying to view Time Elapsed Analysis tab in Archived Request if the Request contains deleted status.
  • When navigating back to list view from details page, if an unsaved filter is applied, then the filter is not getting applied.
  • Associated problems link in the right pane is not opening in all tabs except Details tab.
  • If a conversation with larger number of DOM nodes is added to a request, then accessing the conversation tab causes the page to lag and crash.
  • Unexpected null pointer exception occurs while creating sandbox for few app accounts.
  • Unable to assign technicians to a request from requests list view.
  • Technician auto assign does not work properly when a request is edited.
  • Unable to archive requests if a template used for creating a request is changed and a service category associated with the template is deleted.
  • Unable to configure business rules with the field update action to modify the template field if the technician is not a part of the technician group associated with the template.
  • Transitions configured in the request life cycle are not shown in the Schedule Status Change drop-down while transitioning the status if the technician is not a part of the support group associated with the template.
  • While duplicating requests, requesters are not set properly if there are two requesters with same name.
  • Unable to add CC criteria as transition condition in request life cycles.

Setup

Change/Release workflow save action takes more time when multiple connectors/approval nodes are present.

October 20, 2023

Issue Fixed

The Site field goes empty in the requesters form while importing users through Azure or CSV file or provisioning tool if the site is marked as inactive.

October 18, 2023

Issue Fixed

The 'context' parameter was set as null in Scheduled functions.

October 13, 2023

(Pre-release : September 14, 2023)

Enhancements

Requests

New Icon for Service Request

Service request is now represented by a new icon

Request Closure Rules Enhancement

The UI for Request closure rules has been revamped for better user experience. Now if the mandated tasks, worklogs, checklists, and linked requests are not processed before request closure, an error message will be shown in the pop-up form. For example, if worklog is not present in a request that has mandated worklog, the following error will be shown.

Request Closure Rules Enhancement

If the closure mandated fields are not filled while closing a request, the following pop-up will be shown with the asterisk marked against the closure mandated fields.

Request Closure Rules Enhancement

Similarly, while editing a request and moving it to a completed status, the closure mandated fields will be mandated in the request form.

Request Closure Rules Enhancement

Request Details Page UI changes

You can now view the count of completed and total tasks/checklists from the right pane in request details page.

Request Details Page UI changes

Problems

Problem Enhancements

  • Create a resolution template with all necessary details that need to be updated along with resolution or workaround to guide other technicians.
  • Problem Enhancements
  • Introducing a dedicated view Known Errors for technicians to filter problems with the Known Error tag.
  • Known Errors for technicians
  • Generate reports based on known error and known error comments
  • known error
  • Differentiate notifications triggered via problem life cycle, triggers, etc., by checking the History tab in the problem details page.
  • Users can now choose to view the number of changes associated with problems as a column in the problem list view if needed.
  • Configure custom notifications under Setup > Automation > Custom Actions > Notifications to notify:
    • Group members
    • Requesters of associated requests
    • Technicians of associated requests
    • Owners of associated changes.
  • notifications under Setup
  • Technicians can send notifications to Users, Problem Users, and Organization Roles using Send Notification pop up under Actions > Send Notifications in the problem details page.
  • Technicians of associated requests will be auto-populated in the To field while notifying the incident technicians using the Actions menu in the problem details page.
  • Requesters of associated requests will be auto-populated in the To field while notifying incident requesters using the Actions in the problem details page.
  • Actions
  • Technicians can now initiate announcements with newly added problem values such as impact details, root cause, and symptoms under Actions > Make an announcement in the problem details page.
  • Admins can now mandate impact details, symptoms, and workaround details while closing a problem using Problem Closure Rules.
  • Admins can now mandate request association to a problem via problem closure rules.
  • Technicians can create new problems using templates other than the default template from problem list view.

Behavior change

Status field is now enabled for problem templates. Any In Progress status can now be set as the default status for a problem template. The default status set for problem template will be displayed as the default status while users create a new problem.

Note: If problem life cycle is configured, then the starting status set in the problem life cycle will be enabled. If problem life cycle is not configured, then default status set in the problem template will be enabled in the new problem form.

Issues Fixed

When field and form rules are configured, the new problem form is not loading for technicians with create access permission.

Changes

Associate Projects with Change

Associations tab is introduced in the Change Submission stage to associate project that initiated the change.

You can now associate a project that initiated the change in the change submission stage and multiple projects caused by change in the change implementation stage.

To associate projects, go to the change details page. Click Projects caused by Change or Project that initiated the Change on the right panel.

Alternatively, you can

  • Go to the Associations tab in the submission stage to associate a Project that initiated the Change.
  • Go to the Associations tab in the implementation stage to associate multiple Projects caused by Change. You can associate existing projects or create new projects and associate them with the change.

Notifications Rules Enhancements

The notification rule Notify change owner when an associated project is closed or canceled is now modified to Notify Change Owner when a project that is initiated by a change is closed or canceled. The change owner will now be notified only when a project initiated by a change is closed or canceled.

Projects

Associate Multiple Changes with Project

You can now associate multiple changes with a project to track changes that impacted or initiated the project. To associate multiple changes, go to the project details page.

  • Click Change that initiated the Project or Changes caused by Project on the right panel. Alternatively, you can go to the Associations tab.
  • Click Attach against Change that initiated the Project or Changes caused by Project.

Under Change that initiated the Project, you can associate only one change that initiated the project.

Under Changes caused by Project, you can associate multiple existing changes or create new changes and associate them.

Setup

Triggers and Custom Actions Enhancements

  • Users can bulk-edit records in custom modules.
  • Administrators can create custom menus for custom modules.
  • Notifications under Setup > Automation > Custom Actions can also be configured for users relevant to the sub-entity selected.
  • Triggers can be configured and executed for project members.
  • Project triggers can be configured for tasks, worklogs, and comments as follows:
    • Tasks - All project tasks or only for those added to project requests/milestones.
    • Worklogs - All project worklogs or only for those added to project tasks/milestone tasks.
    • Comments - All project comments or only for those added to project requests/milestones/ tasks/ project tasks/ milestone tasks
  • Worklogs can be configured as sub-entities in change and release triggers as follows:
    • Changes - All change worklogs or only for those added to change requests/tasks.
    • Releases - All release worklogs or only for those added to release requests/tasks.
  • The operator is changed is introduced for trigger sub-entities in a module. However, this operator will not be available if a sub-field is selected as column value when the trigger is configured for child sub-entities
  • Users can perform search operation in the pop-up displayed while configuring custom actions for triggers.
  • Triggers and custom actions such as notifications, field updates, tasks, custom functions, webhooks are introduced for the following modules:
    • Solutions
    • Purchases
    • Contracts
    • Custom Module
  • Additionally, triggers and custom actions are also introduced from the following sub-entities:
Module Sub-Entity
Requests Work log, Work log timers
Problems Work logs, Tasks, Notes, Notifications
Changes Work logs(Changes, Task), Downtimes
Releases Tasks, Approval Levels, Approvals, Notifications, Notes, Work logs(Releases, Task), Downtimes
Projects Milestones, Tasks, Work logs, Project Members, Comments
Solutions Comments
Purchase Approvals, Approval Levels, Payments, Invoices

Sandbox Enhancements

Users can now test change and release custom menus in sandbox and deploy them to production environment.

Users can create custom reports in sandbox and test their functionality. However, custom reports cannot be deployed to production environment.

Refresh button is introduced in the list view pages under Setup > Data Administration > Sandbox to allow users to fetch the latest configuration changes done in sandbox.

Behavior Changes

While accessing sandbox from the instance navigation pane, users can click Sandbox Account at the bottom of a service desk instance card. If a service desk instance is inaccessible to you but the sandbox is accessible, the instance will be displayed with a icon

Warning configurations will notified to users via a confirmation pop-up before they are deployed.

Zia Chatbot Customization

  • Administrators can customize Zia chatbot for technicians and end users.
  • The chatbot customization includes Bot Name, Bot Header, Header Icon, Welcome Message, Bot Theme, Bot Avatar, and Chatbot Settings.
  • Additionally, users can now expand the Zia web chatbot in a separate browser tab by clicking the icon on the chat header. Alternatively, they can select Maximize chat window from the list of actions or type in Maximize chat window in the chatbot.

System Log Enhancement

Introducing API support for system logs and PII logs.

September 22, 2023

Issues Fixed

Projects

Site field in New/Edit Project form lists only 100 sites.

Assets/CMDB

  • Rules configured in After transition of the asset life cycle are not executed on workstations/servers if a CI sync rule applies to the workstation/server and an asset/component is attached.
  • Field update configured in During transition of the asset life cycle for User, Department, and Associate To fields are not executed if fields related to loan return are mandated in the transition.
  • In Loanable assets view, all assets marked as loanable are being shown instead of the assets in "In Store" state.

Solutions

  • Status updates done in the Solution Review Expiry are not captured under History
  • In solution expiry email notification, the solution variable is not replaced with the actual solution URL and the review date of the solution is mentioned as null.

Contracts

Additional field variables are replaced with incorrect key values in contract notifications.

Purchase

If the number of items in the purchase order is in 3-digits and all the items are received. purchase order status is moved to Partially Received on editing a cost field and approving the purchase order.

Setup

  • Incorrect French translation for the term 'Request Approver' in Setup > Technicians > New Technician.
  • Incorrect French translation for the term 'Reporting Manager' in Setup > Technicians > New Technician.

Integrations

  • Unable to generate reports in Zoho Analytics if Zoho Analytics is integrated and embedded as widget in the ServiceDesk Plus dashboard.
  • Chinese characters in the Telephony call pop-up are replaced with Question marks (?).

General

  • Dashboard does not load if a site personalized in the dashboard filter is deleted.
  • Unable to add/update section names in templates.
  • When an associated product type of a resource question is deleted, the existing question's association is not deleted.
  • While searching for users via global search, system logs are shown in the search result. Issue occurs if we search from any other module than Setup.
  • When adding a task via "Add task from template", the technician who created the task template is set as ‘created by’ technician for the task.

Behavior Changes

Changes

  • If field and form rule is enabled and spot edit from Advance Portal Settings is disabled for the change module, then spot edit for change roles tab under change details page will be disabled as well.
  • Field and form rule will be applied to roles form in change details page.

September 21, 2023

iOS 17 - Interactive Widgets

Introducing interactive widgets for ServiceDesk Plus Cloud iPhone application.

With latest iOS 17 updates for ServiceDesk Plus Cloud you can now instantly approve/reject approvals or pick up requests or even call requesters without opening the app.

Download the latest version of the iOS app here.

Effortlessly pick up requests and call requesters right from your home screen

Take swift decisions by approving or rejecting approvals without opening the app

September 20, 2023

Issues Fixed

Reports

Advanced filter in the reports configuration page is not getting applied if the report has same column name in both date filter and advanced filter.

Setup

Issue with the user synchronization through provisioning app where users deleted in Active Directory are not deleted/disabled in ServiceDesk Plus Cloud. Issue occurs if the deleted users have “&” character in their email ID.

September 14, 2023

(Pre-release : July 26, 2023 & August 04, 2023)

Dark Mode

Introducing Dark mode for enhanced display of the application in low-light environments.

Click the Profile picture and select Dark or Light under the Display Mode.

Note: Dark mode will not be applicable in the following locations within the application:

  • Zia chatbot
  • Feedback component
  • Print view
  • Custom Widget
  • Extension
  • Live chat
  • Connections
Dark Mode Dark Mode Dark Mode Dark Mode Dark Mode Dark Mode Dark Mode

Enhancements

MS Teams Integration Enhancement

Enhanced Home Module: You can now access the tabs like Dashboard, Scheduler, Tech Availability Chart, Tasks, Reminders, and Announcements from within the home page.

Enhanced Home Module

Streamlined Access: "My Summary" and the footer, including "Ziabot," "Feedback," and "Discover Product," are now conveniently accessible from within the integration home page.

Streamlined Access

Enhanced Technician Access : All the mentioned options, such as Dashboard, Scheduler, Tech Availability Chart, Tasks, Reminders, and Announcements are now accessible to technicians.

Consistent Footer Across Tabs: The footer with "Ziabot," "Feedback," and "Discover Product" is accessible across all three tabs: Home, Request, and Solution.

Consistent Footer Across Tabs Consistent Footer Across Tabs

Release Status Type Enhancement

Behavior Changes

  • Release Engineer and Change Owner will be notified if the release is in deployment stage with In Progress/Completed status type.
  • All the releases in deployment stage with status type as completion will be listed under Deployed Releases of release custom view filter.

A delete confirmation pop-up message will be displayed when we try to attach another release to a project that already has a trashed release attached to it.

August 25, 2023

(Pre-release : August 2, 2023)

Multiple Custom Domains

You can now create multiple custom domains and associate them with specific help desk instances.

Adding a Custom URL

To create a new customized domain URL for accessing ServiceDesk Plus Cloud,

1. Go to ESM Directory > Organisation URLs > New Custom URL.

Adding a Custom URL

2. Enter a sub domain name and select the verified domain from the drop-down.

3. Click Verify & Save.

Adding a Custom URL

Associating URLs to Instances

Once you have added and verified the custom urls, you can associate them with instances.

To associate a custom url with an instance,

  • While creating a new instance, select and associate a URL in the Custom URL field.
  • custom url with an instance

Note: By default, for existing instances (i.e instances created before Multiple Custom Domain feature), the Organisation Portal URL from the old flow will be mapped automatically. In case if the Organisation Portal URL is not configured, then you can edit the instance to map a custom URL.

To change the custom URL,

  • Go to Service Desk Instances in the ESM Directory.
  • Choose an instance and click Edit Instance.
  • Under the Custom URL field, you can select the url you want to associate with this instance. All verified custom URLs will be listed in this field.
  • change the custom URL
  • Click Update. Now, the selected custom url can be used to access this particular instance.

Note: You can also associate a custom url with multiple instances.

Stop Default SAML page redirection

Enable this option to let users choose their preferred SAML authentication method during login. If disabled, users will be directed to the default SAML configuration. ESM Directory › Organization Details › Other Settings.

Stop Default SAML page redirection

Spanish Support for Zia

Zia AI now supports field predictions in Spanish.

Spanish Support for Zia

August 21, 2023

Issues Fixed

Requests

  • Technicians are unable to close a request assigned to them due to an unauthorized error. Issue occurs if a technician, who do not have access to the template that was used to create the request by another technician, navigates to the request from the list view.

Integrations

  • VIP technicians are changed to non-VIP technicians after each Azure sync.

August 11, 2023

Enhancements

Problems

  • Associated Assets, CIs Involved, Services Affected and Known Error fields are added to problem notification variables.

Assets

  • Azure AD domain joined machines can now be auto-assigned to users in ServiceDesk Plus Cloud.

Issues Fixed

General

  • Provisioning tool does not work in setups based in UK data center.
  • When a request description has single line breaks, the lines are not formatted properly in actionable message for outlook.

Maintenance

  • When a field in maintenance form with periodic schedule is edited, the schedule is executed from the day the form is edited.

Purchase

  • The last approved approval is not updated in Print Preview for the "Approved by" field in PurchaseOrder.
  • Unlicensed feature error shown in cost field of a product while adding new product in Purchase Order.

CMDB

  • In CMDB relationship map, the relationship labels are inverted in force layout.

Project

  • Same date can be set for start and end in scheduled and actual date of project and milestone.
  • Gantt icon inside a project is rendered only for users with full control permission for milestone and task along with project edit permission.

August 07, 2023

Issues Fixed

Changes

  • If an email sent to be added as a conversation under a change contains duplicate email addresses in the To, Cc, or Bcc fields, then it is not processed and thus not added to the conversation as intended.

Reports

  • Unable to generate a matrix report for request age.

August 1, 2023

(Pre-release : July 14, 2023)

Conversation History Enhancement

  • The actions performed by technician and requester such as reply, forward, and resend are recorded to Request History.
  • Conversations is now been changed to replied in Request History.
Conversation History Enhancement

Request Approver Scoping

  • Users can view the requests even after they approve/reject the request.
  • Requests Approved by Me and Requests Rejected by Me Custom Filters are newly added for Requesters.

Closure rule Enhancement

  • Attachments, Closure Code, and Closure Comments can be configured as mandatory fields for closing request under Set up > Automation > Closure Rules.

Reply Template Signature

  • A new variable $EmailSignature will be provided to include user's email signature inside the reply template.

Note: For the existing email templates, email signature will be appended automatically.

Lookup fields referring to sites

  • Lookup fields referring to sites under requests additional fields can be set as mandatory in:
    • Form rules
    • Templates
    • Closure rules
    • Lifecycle transition
  • Site lookup fields are supported for Clear Options and Remove Options under Actions > Form Rules.

Request form - Requester list view popup

  • Employee ID field added to the requester list view of the request form.

Tech as On Behalf of User

  • Administrators can enable requesters to select technicians in on behalf of field while creating requests under requester portal settings.

Technician As VIP User

  • While creating new technician, you can enable the VIP User option to mark the technician as a VIP User.
  • You can bulk-mark technicians as VIP User using Actions drop-down in technician list view.
  • Note: VIP Technicians will be indicated with  VIP Technicians icon in user fields that lists both the requesters and technicians.

July 14, 2023

Issues Fixed

Changes

  • Progress indicator is not shown during Send For Recommendation action when the change is in CAB Evaluation stage.
  • The Workflow field disabled via form rules is enabled while copying a change if the technician does not have workflow edit permission.
  • Unable to copy existing changes in a certain scenario.

Projects

  • Unable to save and test project webhooks if placeholders($) are used in the message body

Assets

  • Last Scan Status and Last Success Scan Time are not updated when an asset is scanned if there are no changes in the asset details.

Problems

  • Users without the problem view access are not able to access problems to which they are assigned as either technician/ requester.

Solutions

  • Width issue in solutions left panel.

Reports

  • UI issue in Drill Down Analysis under Reports.

Admin

  • Some custom scripts are not listed in Form Rules in certain cases.
  • Site search in the contract list view is not working.
  • While importing data into custom modules with multi-select fields, the import fails if the CSV file does not contain a column relevant to the multi-select field.

Self-Service Portal

  • If the header and navigation menu is disabled for the Self-Service Portal, the start tour is rendered partially outside the screen when a new requester logs into the Self-Service Portal.

General

  • The term 'Resolution Template' is mistranslated in the Polish language setups.
  • The term 'Not Published' in Solutions module is mistranslated in Spanish language setups.

Integration

  • The last name of requesters or technicians are displayed twice under custom variables in the Reports tab of Zoho Survey.
  • Request Participants field is displayed in issue creation form while logging issues in Jira via ServiceDesk Plus Cloud.

July 11, 2023

(Pre-release : June 27, 2023)

New Features

Delete User Responses from Requests

Technicians can be allowed to delete user responses appended as email conversations to requests.

Administrators can enable the permission for technicians by configuring a role with Deleting Email Responses From Users check box under Setup > Users & Permissions > Roles.

TDelete User Responses from Requests

Timers for Problems

Administrators can now configure Timers for problems. Problem timers can be configured under Setup > Automation > Custom Actions and executed via triggers.

Timers for Problems

Custom Menu for Problems

Custom Menu is now available for problems. You can configure actions for a custom menu by using a custom function, custom widget, or by invoking a URL, and execute them on problems. To create a custom menu for problems, go to Setup > Developer Space > Custom Menu > Problem.

Custom Menu for Problems

Once created, you can find the menu options as a drop-down in the problem details page.

problem details page

Note: The availability of custom menu actions in problem details page is subject to the configured conditions in the custom menu.

Custom Widgets for Problems

Custom widgets are now supported in the problems module. You can add custom widgets to problem custom menu, problem details right panel, and problem details tab. To enable custom widgets for problems, go to Setup > Developer Space > Custom Widgets, click your preferred widget name to expand its details, and use the appropriate toggles against your preferred locations in the problems module.

Custom Widgets for Problems

Custom Functions (Setup > Developer Space > Custom Functions)

Custom Functions

Enhancements for Problem Triggers and Problem Life Cycles

You can now configure criteria based on date fields for triggers and life cycles of problems.

Site List View Enhancements

Introducing Active/Inactive filters in Sites list view.

Site List View Enhancements

June 30, 2023

Issues Fixed

Reports

  • Error while opening XLS report file.
  • Unable to download a report that is exported as a HTML file. The issue occurs in Japanese setups.

Admin

  • Requesters with permission to view all requests in their site are able to change their department from the My Details page

June 26, 2023

Issues Fixed

Integration

  • When a change description contains new lines, actionable card is not sent to MS Teams bot for change approval notifications.
  • Unable to import users using Azure AD integration.
  • Timeout issue while syncing users from OKTA AD using the Provisioning App.

Requests

  • Unable to filter requests in the request list view using some of the Date Fields with condition "is empty" or "is not empty".
  • When the approval reminder mail is triggered, the request-related variables are not replaced with relevant values
  • when entered manually in actionable messages.
  • The characters  and à are removed from request details when the request is created via email.
  • The response time flag is displayed in request details page when the request moves to On Hold status.
  • Users are not able to create requests on behalf of other requesters. The issue occurs if the On behalf of User and the requester belong to different sites.
  • Unable to filter requests in the request list view using some of the date fields with condition "is empty" or "is not empty".

Assets

  • When the Model field of an asset is empty during scanning, the asset details are not updated under Assets > Workstations.
  • Unable to add assets if the NumberOfCores field contains string value.
  • Last scan status and last success scan time fields are displayed in the asset details page.

Projects

  • Users assigned to referred site are unable to view holidays related information in Projects Gantt View.

General

  • The word 'change' is mistranslated in Norwegian language setups.
  • While selecting worklogs in the Resolution tab, previously deleted worklog types are shown.
  • Inline images issue in templates.

Admin

  • Unable to edit custom scripts configured as action in form rules.
  • If the one-time password option is enabled, the newly imported user must reset their default password at their first login.

June 22, 2023

Issues Fixed

Integration

  • Unable to configure Azure AD User Sync integration.

General

  • Imported attachment preview/download issue in problems and attachment import issue in releases.
  • Approve/Reject option in Approvals tab is not displayed for requesters and some technicians.

June 15, 2023

(Pre-release : May 30, 2023)

Enhancements

Executive Dashboard

Introducing executive dashboard that can be exclusively shared with select users and user groups. Executive dashboards contain only request widgets and URL widgets.

To create this dashboard, technicians need to select the Executive Dashboard check box as shown in the screenshot below.

Executive Dashboard
  • Click Customize to select the dashboard's privacy settings: Private or Shared. To select users/user groups to share the dashboard, select Shared.
Executive Dashboard

Executive dashboards will be listed in a separate section under dashboard filters. Technicians can view the Executive Dashboard section only if at least one executive dashboard is shared with them.

Executive Dashboard
  • Requesters can view the executive dashboards from the Dashboard tab if at least one executive dashboard is shared with them.
Executive Dashboard
  • If the requester has permission to view all requests, Site and Group filter will be displayed in the executive dashboard.
Executive Dashboard

Replenishment and minor enhancements for Consumable

1. Site filter

  • Technicians can filter consumables listed under Asset > Consumable > IT using site-based filters.
  • When a site is selected, the total available quantity is displayed in both card view and list view for the product type under Asset > Consumable > IT.

Card view:

Site filter - Card view

List view:

Site filter - List view

2. Consumable replenishment

You can track the available consumables in a site and notify users when the count falls below the threshold. Email notifications will be sent to the relevant technicians everyday until the consumables are restocked.

To set up replenishment notification for consumables, select the Asset type as Consumables while configuring asset replenishment.

Consumable replenishment

Technicians can apply filters to list replenishment configurations based on asset type under replenishment list view.

replenishment list

Technicians enable Type field for variables, in the Column Chooser pop up by clicking while customizing asset replenishment notifications under Setup > Notification Rules > Asset > Replenishment.

replenishment list

3. Allocation notification for consumables

Administrators can enable notifications under Setup > Notification Rules > Asset to:

  • Notify users when the consumable is allocated to them or their allocations are changed.
  • Notify department head when the consumable is allocated to the department or when their allocations are changed.
replenishment list

4. New custom reports module added

Technicians can now generate reports for consumable quantity based on sites under Reports > All Reports > New Custom Report > Consumables By Site.

New custom reports module

5. Import and export for consumables

  • Asset Type Consumable Quantity Details and Consumable Allocations can be imported under Setup > Data Administration > Import Data.
  • Asset Type Consumable Quantity Details and Consumable Allocations can be exported for facility and HR instance under Setup > Data Administration > Export Data.

6. My Consumables widget in requester home page

Technicians can configure My Consumables widget for self-service portal under Setup > General Settings > Requester Portal Customization.

Basic Customization

basic-customization

Advanced Customization

advanced-customization

7. Consumables tab under User associations

Technicians can view consumables associated with requesters by clicking icon and selecting View Associations in the requester list view.

Release & Problem module Integration in ManageEngine Analytics Plus/Zoho Analytics

  • ServiceDesk Plus Cloud data in Problems and Releases modules can be imported and analyzed from ManageEngine Analytics Plus/Zoho Analytics.
  • Default reports and dashboards are added for Problems and Releases modules in ManageEngine Analytics Plus/Zoho Analytics.
  • New columns are added to the default reports in the following modules.
Modules Columns Added
Requests
  • Caused By Release
  • Fixed in Release
Changes
  • Description
Task
  • Associated Change Stage
  • Release ID
  • Release Display ID
  • Release Stage Name
  • Problem ID
  • Problem Display ID
WorkLog
  • Associated Change Stage
  • Release ID
  • Release Display ID
  • Release Stage Name
  • Problem ID
  • Problem Display ID

Note: In some cases, administrators may be required to re-initiate data sync from ManageEngine Analytics/Zoho Analytics settings page to ensure the table schema is up-to-date in ManageEngine Analytics/Zoho Analytics.

Zoho Analytics - Change Module Integration Enhancements

  • In Progress Change Downtime Details default report is added for Changes module.

Announcement for Existing ManageEngine Analytics/Zoho Analytics Users:

Data maintained under Change Downtime table is moved to Downtime Details and Downtime Mapping tables. Customers are advised to recreate the following reports by selecting the appropriate columns in the new tables to ensure latest data is synced in the reports:

  • Existing custom reports based on Change Downtime table
  • Downtime Details of In-Progress Changes default report

Milestone Trash

  • You can now delete milestones and restore them within 30 days from the time of deletion.
  • Tasks associated with trashed milestones will not be considered while calculating time spent by technicians on projects.
  • Trashed milestones and their tasks will not be listed in the product other than the trashed milestones list view.
  • While restoring deleted milestones, tasks within milestones will be restored with its dependencies. However, tasks dependencies across milestones will not be restored.

Space Management Enhancement

  • Generate Tabular and Matrix reports for the Spaces module.
  • Space Management Enhancement
  • Asset reports now support the Space field.
  • Import and export of assets now support the Space field.
  • For Spaces import, parent fields such as Site, Campus and Structure are made mandatory.
  • The default Space Area Unit will be set if the space area unit is not specified while adding spaces via API or importing them.

Release columns in custom report

  • Task reports will now include Release ID, Release Title, and Release Stage information.
  • Worklogs reports will now include the Release Stage information.

Changes and Release Enhancements

New Change Custom View

Introducing a new custom view [Open Changes assigned to me] in Changes module for technicians to view the list of open change requests in which they are a part of.

Workflow Execution Status Field in Changes and Releases Custom view

You can now use the Workflow execution status field in Change and Release module custom views to filter the changes and releases based on the workflow execution status.

Workflow Execution Status Field in Change and Release Custom Triggers

You can now use the Workflow execution status field in Change and Release module trigger conditions to invoke actions (like notifications, webhooks) when the workflow execution fails due to workflow violation, closure rule violation, or any other failures.

Issues Fixed

Assets

  • When all the Product Types are deleted under Setup > Customization > Asset Management, the relevant asset page is not loaded.
  • Incorrect data displayed in the Asset Dashboard under Assets By Region, Assets by Site, and Assets by State widgets.

Reports

  • Date time fields show improper values in Change Approver and Approval Status query reports.

Behavior Change

Dashboard

  • Going forward, SDAdmins cannot edit dashboards created by other users. However, they can delete dashboards created by other users if needed.

Assets

  • Add quantity button is removed in the product type list view under Asset > Consumables.

Reports

  • Charts cannot be created for consumables modules under Reports > New Custom Reports.

June 5, 2023

General

  • When SDAdmin users view the user page, the associated_orgroles are not populated due to a cache issue.
  • When mails are processed through email commands and if the field values contain accented characters such as á,é etc., then it is shown as HTML characters.
  • Organization logo is displayed in Live Chat instead of the instance logo.

Reports

  • Unable to export reports that have slash in the file name. The issue occurs when password protection is enabled.

May 27, 2023

(Pre-release : May 08, 2023)

Enhancements

Change Template Enhancements

Layout customization for all stages in a Change

You can now customize the layout for all stages in a change template.

  • Set layout for all stages in a change template. Each stage will have Details and Tasks tabs by default.
  • Add sections and additional fields to all the stages from the right pane of a template.
  • Access Roles, Tasks, Form Rules, and Additional Settings tabs from the left pane.
  • Mandate Submission stage attachments.
  • Remove Description field from the submission stage while configuring the template.
  • Add attachments to the CAB Evaluation, Implementation, and Close stages.
Layout customization

Add Planning Stage Details in a Change Form

You can now add or edit planning stage details along with the submission stage details in the change form if Include Planning details along with Submission details in Change Form option is enabled in the planning stage of template configuration page.

Add Planning Stage Details in a Change Form

Change form

Change Form

Move additional fields to other stages

  • Use the Move Field icon to move additional fields to any sections of other stages.
  • Use Move Section on the top of the page to move the section with only additional fields to other stages.
Move additional fields to other stages

Preview Change Form

Click Preview on the top of the edit change template to view the layout of the change form.

Preview Change Form

Change Form Enhancements

Stage Edit

  • Besides spot edit, you can perform stage-wise edit from the change details page.
  • Fields mandated while customizing the layout of stages in a change template will be indicated as mandatory in the edit form of the respective stage.

Roles

Roles tab in the submission stage is now available on the left pane of the change details page. Change owner and change roles can be assigned with the corresponding stage edit permission.

Roles

Closure Rules Enhancements

  • Under Change Closure Rules, additional fields are listed at the bottom of the page.
  • New closure rule Stage approvals should be approved is added for all the Change stages.
  • Added Close Description field under the Close stage.
  • Added Next Review On field under the Review stage
  • Review Details is now renamed to Review Description.

Downtime in CI

You can now add, edit, delete, and track downtimes for CIs under the Downtime tab in CI details page. You can track both the scheduled and unplanned downtimes.

To add a CI downtime

  • Go to CMDB module and select the CI for which you want to add a downtime.
  • In the CI details page, go to the Downtime tab and click Add Downtime.
Downtime in CI
  • Fill out the required details and click Save.

Downtime list view

From the downtime list view page, you can add, edit, delete downtime, or view all the downtimes for a particular CI including the ones that are not scheduled. You can also view the origin of the downtime such as if the CI is involved in a downtime related to a release/change.

Downtime list view

To edit or delete a downtime,

  • Go to the Downtime tab in the CI details page.
  • Click on the gear icon beside the downtime and select the relevant option.
Downtime edit view

Downtime Summary

You can view the overall downtime summary related to a CI by accessing the Downtime Summary available in the Downtime tab.

Downtime Summary

View Downtime from Relationship Map

You can also view the downtime of a CI from the Relationship Map. Go to a CI details page and click on Relationship Map at the top. In the relationship map that is displayed, click on the CI to fetch the downtime details. The downtime details will be listed on the right pane.

View Downtime from Relationship Map

Downtime related Notification Rules added under CMDB

New notification rules related to downtime are added under CMDB. The notifications include:

  • Notify CMDB users when downtime is scheduled for a CI
  • Notify CMDB users before the scheduled start of a downtime
  • Notify CMDB users before the scheduled end of a downtime
Downtime related Notification Rules added under CMDB

Azure AD User Sync Enhancement

You can now choose to perform actions on users who are moved to trash in Azure AD. You can revoke the user login or remove user or choose to do nothing.

Azure AD User Sync Enhancement

Behavior Change

  • Downtime Type is now moved under Setup > Customization > Helpdesk. Earlier, it was listed under Setup > Customization > Release Management.

Azure AD User Sync

  • Initial Sync frequency in Azure AD user sync is changed to 2 minutes. 200 users will be synced in each run.
  • Login will not be enabled for unverified domain users anymore.
  • For verified domain users, ServiceDesk Plus login will be enabled only if accountEnabled is set to "true" for them in Azure.
  • Login will be enabled in ServiceDesk Plus Cloud for imported users only if Account Enabled option is enabled in Azure AD.
  • Resync option will be shown at the bottom of configuration screen. Users can use this to restart the sync. This option will be available only for Enterprise users.
  • The details of the Admin user who enabled the integration will be displayed on the Azure integration card.

May 18, 2023

Issues Fixed

Changes

  • Unable to update additional fields in change requests while importing data.
  • Change ID is getting duplicated if a change is created manually after importing changes.
  • Error while editing the sub category of a change that was imported with category, sub-category, and item values. The error occurs if the template used to create the change does not have the 'Item' field.

Assets

  • Editing a license agreement throws an error if the software manufacturer's name in the agreement contains special characters.

Purchase

  • Decimal places are displayed incorrectly in Price fields under purchase order details page if the vendor currency is different from the base currency.
  • Purchase order overdue is notified to the owner even if the notification rule Notify PO owner when a purchase order is overdue is disabled.
  • White spaces and line breaks are present in Shipping Address and Billing Address of a Purchase Order while emailing Purchase order or attaching the Purchase order as a PDF.

Admin

  • Error while matching the UDF picklist field's condition under Setup > User Survey > Survey Rules and Survey Exclusion section under Setup > User Survey > Survey Settings.
  • Table header in technician availability chart is not visible while scrolling down.
  • Search bar is misaligned while configuring advanced requester portal in Arabic.

Custom Module

  • Unable to import Multi-Select field values in custom module.

Integration

  • Options in the Sprints field is not listed in the Jira issue creation form while creating a Jira ticket from from ServiceDesk Plus Cloud.

May 16, 2023

Issues Fixed

Requests

  • If the template of a request with life cycle applied is changed and the modified template is not associated with any life cycle, the Status field does not list more than 10 statuses.
  • On creating requests via email, email notifications for CC users are triggered to mail server even though no users are present in the Emails to Notify field.

May 11, 2023

Issues Fixed

Requests

  • In some cases, request templates keep loading while changing the templates.

Reports

  • Graph and organization logo are missing in the inline HTML report sent via mail.

May 05, 2023

(Pre-release : April 04, 2023)

New Feature

Zoho Circuit Integration

Integrate ServiceDesk Plus with Zoho Circuit to systematically define and organize a sequence of tasks and automate complex workflows with low or no code.

To enable the integration, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations > Zoho Circuit. Know more.

Zoho Circuit Integration

After the integration is enabled, the Zoho Circuit section will be available under Setup. Circuits and Circuit Configurations are parts of Zoho Circuit.

Circuits allow administrators to build nested tasks and create automated workflows with low code or no code using functional tasks such as SSH Task, DB Task, AD Task, Task Engine, and PowerShell Task Engine. To create a circuit, go to Setup > Zoho Circuit > Circuits. Know more.

  • You can create circuits for Requests and Changes.
  • circuits for Requests and Changes
  • You can execute circuits as custom actions in automation rules such as Request Triggers, Change Triggers, and Change Workflows.
  • circuits for Requests and Changes
  • SDAdmins can preview circuit execution from the change workflow execution view by hovering over the circuit node and clicking the circuit execution preview icon. Circuit execution can also be viewed from the change details page and change list view.
  • circuits for Requests and Changes
  • View all the executions in Circuits under Execution Logs. You can re-run a specific execution anytime.
  • circuits for Requests and Changes

Circuit Configurations allows you to define components for circuits. You can use components to orchestrate the logic and data flow while creating circuits. Functions, Webhooks, Scripts, Bridge, Credentials, Files, Tables, and Schedules are the components supported in Circuits. Know more.

Checklists

  • Add checklists to help technician track reminders or to-do lists before closing/completing a request.
  • Associate checklists with requests from the details page or via request templates.

Administrators can create checklists and checklist items under Setup > Customization > Checklists.

Checklist Checklist Setup

Allow Technicians to Manage Checklists in Requests

To provide checklist-related permissions for technicians to manage checklists from request details page, administrators can configure roles with the following permissions:

  • Adding Request Checklist: Allow technicians to create and associate checklists in requests.
  • Editing Request Checklist: Allow technicians to update values for checklist items and include/exclude items from checklist.
  • Deleting Request Checklist: Allow technicians to remove checklists from requests.
Allow Technicians to Manage Checklists in Requests

Associate Checklists to Request Templates

Checklists can be associated with incident and service templates under Checklists tab in template configuration page. Administrators can also create templates from the template configuration page if needed.

Associate Checklists to Request Templates Associate Checklists to Request Templates

Manage Checklists in Requests

After requests are created, the checklists in the template are populated under Checklist tab in the request details page. Technicians can create/delete checklists, associate checklists to request, enter values for checklist items, and include/exclude items from the details page.

Manage Checklists in Requests

Configure Checklists in Closure Rules

Checklists can be configured in request closure rules to mandate completion of checklists before closing a request. Additionally, requests can also be configured to auto-close after checklists are completed.

Configure Checklists in Closure Rules

Enhancements

Trash Solutions

  • You can now restore solutions from trash within 30 days from the day of deletion.
  • Introducing a new filter Trashed Solutions in the solutions filter drop-down.
  • Introducing the Show/Hide Deleted Topics icon in the solutions list and template views.
  • Deleting a topic with solutions will now move solutions to trash and mark the topic as inactive.
  • SDAdmins can now configure the following solution settings from Setup > General Settings > Advanced Portal Settings.
    • Do not allow requesters to add or edit comments for the solution.
    • Do not show suggested solutions in the request form.
  • While restoring an inactive child topic, the inactive parent topic will be restored and the share permission of the parent topic will be updated to child topic.
  • While updating the share permission of a parent topic, the share permission of active child topics will also be updated.
  • Print option on the solution details page allows you to preview the final look of the solution before printing it.

Approval slide-in Enhancement

In Approvals, the Estimated Effort column is added to the tasks table as well as to approval cards that are created under Change and Release modules.

Announcement

Internationalization is applied to the created time of announcement.

Asset Notification Enhancements:

Customize notification content for all assets notifications. Earlier it was restricted to few notifications.

New table variables

The following table variables are introduced for the notifications listed below:

Notification Variable
Warranty Expiry notification $WarrantyExpiredAssets
Asset Expiry notification $ExpiredAssets, $ExpiredLicenses
Prohibited software notification to technician $ProhibitedSoftwares
Prohibited software notification to user $ProhibitedSoftwares
Loan notifications $LoanedAssets
Asset Replenishment notification $ReplenishmentData

Column chooser for table data

You can now choose the columns to be included in the table data sent via email for the following variables: $WarrantyExpiredAssets, $ExpiredAssets, $ExpiredLicenses $LoanedAssets, and $ProhibitedSoftwares

April 26, 2023

Issues Fixed

Requests

  • An irrelevant message is shown when a mandatory field value is not set during spot edit of a request.
  • Resource title is not fully displayed in the request.

Changes

Change workflow execution fails when a field update node is configured for a change role field in any stage after Submission stage and Show only the stages and statuses added in workflow option is enabled under Manage Stage-Status or Global Workflow Settings.

Projects

Multiline additional fields in a project form displays information in a single line.

Assets

Pick list additional fields under Asset are not working properly while receiving items from a purchase order.

CMDB

Site restricted technicians are unable to view the linked site details in CMDB.

Solutions

Images added as icons to solution topics are not displayed in the solutions topic list view.

Requesters

During column search in requester list view, the search value is displayed as encoded text if a single quote is entered in the search keyword.

General

Invalid ticket error is thrown when you click any tab in the product after the session has expired.

Integration

Unable to import users from GApps into ServiceDesk Plus Cloud if the familyName is null in GApps.

MS Intune Integration

You can now manually edit the asset information in ServiceDesk Plus Cloud synced from MS Intune after disabling the integration.

Behavior Change

CMDB

The number of lookup fields for a particular hierarchy in CMDB is limited to 6.

April 13, 2023

(Pre-release : February 28, 2023)

Enhancements

Contract Enhancements

Indefinite Contract Validity Term

You can now set an indefinite validity term for contracts. To set an indefinite contract term, select Indefinite for the Contract Term in the contract add form and choose the Active From date.

Contract Auto-renewal

Using this option, you can choose to auto-renew contracts. From the contract details page, select users you want to notify about the renewal and choose a Prolongation period in days, months or years.

Renewed contract will be saved as a new entry in the list view.

Save Contracts as drafts

For contracts that are a work in progress, you can save them in drafts and get back to them when required. Use the Save Draft button on the contract add form to save contracts in drafts.

Note: You cannot mark a contract in the draft stage as the parent contract. You can change the vendor for the contract in the draft stage.

Contract Conversations

You can now view all conversations related to the contract such as email, notifications, and notes in one tab. Navigate to the Contract Conversations on the details page to view all the conversations.

Contract Usage

View how the contract is utilized. You can see the contract usage based on the assets or requests. Access Contract Usage tab in the contract details page to view the contract usage data.

Cancel a Contract

You can cancel a contract that is no longer needed. To cancel a contract, from the details page, click the Actions menu and select Cancel Contract.

In the pop-up that opens, enter a reason for canceling the contract and choose if you want to notify anyone about it. If yes, then enter the email address.

Add Notes to Contracts

You can add important information that you want to add to the contract as a note. To add a note, click on Actions menu and select Add Note.

Add the required information, add attachments if any, and add technicians you want to notify about the note and click Save.

Contract Template

You can now configure a template for frequently created contracts and save time & effort of your technicians by helping them avoid redundant field entries. Using the template, technicians can also easily add a new contract with pre-populated fields.

To add a new contract template,

Go to Setup > Templates&Forms > Contract Templates > New Contract Template

Contract Type Accessibility

You can now restrict the accessibility to certain contract types. You can do so by adding the intended technician names/org roles who can access the contract in the Accessibility field in New Contract Type form.

Issues Fixed

Requests

  • When a department is deleted , the next department on the list is shown for requesters and technicians in the edit page.
  • Request creation fails when users part of marked as deleted department tries to create requests through email.
  • Requester details in the request details page (right pane) and print preview is not loading if the requester is a deleted user.
  • Unable to create a new incident if the selected template has an invalid site value.
  • Error while opening requests in Kanban View if the requesters are deleted for those requests.

April 6, 2023

Enhancement

ServiceDesk Plus Cloud - Self Scan Script - OpenSSL version & Algorithms Upgrade

  Older version Upgraded version
OpenSSL 0.9.8m 3.0.8
Algorithm AES-128 with MD5 checksum AES-256 with SHA-256

If you are using self scan script to send data to probe, it is recommended you use the latest SelfScan.exe file (or scan_script.sh). An in-product alert will be sent to customers using the old version of the script to send data.

To upgrade self scan script, download the latest script from Setup > Probes & Discovery > Settings > Scan Script.

  • Windows: Copy the latest SelfScan.exe and use it in the already configured GPO or Task scheduler
  • Linux / Mac / AIX machines: Use the latest scan_script.sh in the target machines self scan is configured.

Note:

  • Customers using SelfScan file with apiKey to send scanned data to Cloud need not upgrade the self scan script.
  • The older version of Self Scan will be supported only for the next 30 days. To ensure you are using the latest version of SelfScan.exe,
    • Right click on SelfScan.exe file.
    • Go to Properties.
    • Check if the file version is 1.2.0.0.

Issues Fixed

Requests

  • Requests created via chat integration get duplicated in some cases.
  • Duplicate tickets are generated for a same request raised via email.
  • While creating a Change caused by Request / Release caused by Request from a service or incident ticket with attachments, the attachments do not get added to the Change/Release properly.

Integration

  • Unable to delete the Slack mode under Setup>Customization>Helpdesk Mode after disabling the Slack integration.

March 25, 2023

Issues Fixed

General

  • Unable to save form rules configured with pick list, multi select, and radio button field options if the field option exceeds 100 characters.
  • Data import halts if the import file contains empty value in the field Name.
  • Unable to select severity in the Feedback pop-up when a dashboard widget is opened in a smart view.
  • Select technicians to notify when technicians apply for leave and Select technicians to notify when technicians cancel their leave notification rules do not work properly.

Requests

  • Technicians are not listed under Owner field while adding tasks to a change request.
  • The Additional Field Name added is displayed with line break in the request details page.
  • While creating/editing a request with a service template that has resource questions, the enabled resource details are shown as NaN in the right pane.
  • When an asset is renamed, the CIs linked with the asset under Setup > Customization > CMDB > Sync Rules are not renamed.
  • In some cases, the Overdue and First Response Overdue status are incorrectly shown.
  • Unable to approve requests if the subject value has 250 characters and when $title variable is present in the message field of actionable message template.
  • Requests are not properly assigned to technicians when the Load Balancing model is configured under Technician Auto Assign.
  • The site associated with the requester is not set when a request is raised from Assets.
  • In some cases, "Provide value for item" error is thrown while saving a request even when the value for item is present.

Assets

  • Asset is not automatically assigned to the requester when a request is raised via email even if the Automatically include the assets of the requester when a request is created through email option is enabled in Requester Portal Settings.

Releases

  • Unable to load matrix reports for Releases while generating custom reports.
  • Unable to export emergency workflows in Release module.

Custom Actions

  • $RequestLink can now be added to request sub-entities such as approval levels, approvals, tasks, notes, and email responses (from users) while configuring custom actions.

Custom Module

  • Technicians with HelpdeskConfig role and permissions to access custom modules are unable to configure custom modules as reference entities in lookup fields.

Templates

  • The Resource Cost/Total Cost is displayed as NaN in the right pane while creating a service request when a resource question option is selected by clickingview more and the question type is of check box/select box.

Integrations

  • Field values assigned to devices in asset manager get removed every time the devices are synced from Endpoint Central MDM. The issue occurs if MDM has no data for that particular field.
  • In some cases, the Last Audit Time column in the Assets table is not updated in Zoho Analytics if a workstation is rescanned.
  • Unable to edit or enable custom variables for Zoho Survey after they are disabled.
  • Clicking the hyperlink in the approval actionable card redirects to the approval view instead of the request details view.
  • When a user is deleted and re-added in Azure AD, their manager-level permissions configured in Azure is not reflected in ServiceDesk Plus Cloud.

March 16, 2023

Issues Fixed

Requests

  • In some cases, the Overdue and First Response Overdue status are incorrectly shown.
  • Unable to set the look up field criteria in request additional fields.

Purchase

  • Unable to add/edit a purchase order if the template has a UDF field in it.

Integration

  • The error message Approve/reject comment is mandatory is not shown properly in outlook actionable cards.

March 14, 2023

(Pre-release : March 02, 2023)

New Feature

Zia Blended Conversations

Build interactive user conversations using Zia Blended Conversations. Administrators can design responses to common user queries and automate frequent processes using a low-code flow builder. Blended Conversations are embedded into Zia Chatbot to enhance self-service capabilities.

Asset Association Popup Enhancements

While associating assets in requests, problems, changes, and releases the Select Asset popup now lists the following fields:

  • State
  • Barcode
  • Discovered Serial Number
  • Site
  • User
  • Department

March 03, 2023

Issues Fixed

General

  • The word 'right' is not translated contextually with relevant to text direction in the Hebrew language.
  • Form rules configured for pick list fields with is not criteria are not executed.
  • Simultaneous spot edit is now restricted with a warning.

Tasks

On accessing the task details page from Activities module and editing the task, the Owner field does not list any values while editing the field value.

Integrations

While updating asset details via MDM integration, the asset data is mapped incorrectly for the Product field.

Assets

  • Unable to add serial number while updating SNMP devices through probe.
  • Discovered serial number is not updated while updating SNMP asset details.
  • Text formatting options do not work in the Description field, for edit / add actions of a product under Setup > Customization > Asset Management > Product.
  • On the workstations details page, dates listed under Software > Installed On are incorrectly sorted.
  • Unable to search assets if the additional field used in the asset is configured to refer a custom module’s field.
  • While importing workstations, date/time additional fields are not getting updated.

Request

  • When two or more fields on the request details page are spot-edited, the last edit is not saved.
  • Add redirection links in pop-up alerts under Custom Scripts > General> Page Redirect.

Purchase

  • Unable to configure approvers under Default values in Setup > Customization > Purchase Management.
  • Users can now add Cost Center and GL Code variables to the purchase notification rules templates.
  • Unable to receive purchase order items in bulk.

Projects

  • Unable to move more than 50 project tasks to a milestone.
  • Error thrown on copying projects with mandatory fields.

CMDB

  • Unable to delete a CI type in Professional edition.

February 28, 2023

(Pre-release : January 25, 2023)

Enhancements

Requests

Request Tags

Add tags to a request from the details page to classify related requests. Users can search requests via global search and obtain a list of requests with similar tags via custom views.

Request Tags

Changes

Support for Associating Multiple Changes with a Request

You can now associate multiple changes with a request when you want to implement the request through multiple changes. You can do this from the request details page or change details page.

To associate multiple changes with a request from the request details page, do one of the following:

  • To create a new change and associate it with the request, click New against Changes Caused by Request under Associations on the right panel. You can create and associate multiple new changes with the request.
  • To associate multiple existing changes with the request, click Attach against Changes Caused by Request under Associations on the right panel, on the Associate Changes pop-up, select the changes that must be associated with the request, and click Associate.
Support for Associating Multiple Changes with Requests

Note:

  • In the request details page, the New and Attach options for Changes Caused by Request will now be available even after associating a change with the request, allowing you to associate multiple new and existing changes.

When performing the association from the change details page, the Attach Requests pop-up for the Requests that Initiated Change option will now include requests that are associated with other changes, allowing you to associate requests via multiple changes.

Releases

Release-Request Association

You can now associate incident or service requests directly with releases in one of the following ways:

  • Requests caused by Release: Use this association to map requests that are logged following the rollout of recent release.
  • Requests that Initiated Release: Use this association to map logged requests that you want to be rolled out with the release without being part of a change request.

You can perform these association from the release details page or the request details page.

From the release details page, go the Associations page, click Attach against your preferred type of association (Requests caused by Release or Requests that Initiated Release), select your preferred requests, and click Associate.

Request Tags

The associated requests are shown on the right-side panel on the release details page.

From the request details page, locate your preferred type of association (Releases caused by Request or Release that Initiated Request) on the right-side panel, click Search, select your preferred release, and click Associate.

Request Tags

The associated release is shown on the right-side panel on the request details page.

Note:

  • Using the Releases caused by Request association, you can associate multiple releases with a request.
  • Using the Release that initiated request association, you can associate only a single release with a request.

As part of this enhancement, the following changes have been implemented:

New notification rules:

  • Notify Release Engineer and technician (of request) when the request is associated with the release
  • Notify Release Engineer and technician (of request) when the request is detached from the release

Notification Recipients:

Release notifications now support the following recipients:

  • Requesters of requests that initiated the release
  • Technicians of requests that initiated the release

Note: These recipients will be displayed only when associated requests can be viewed from the release details page. The recipients will be available in various communication options such as Conversations, drafts, Send review, Action > Send Notifications, and release notifications in the Setup page.

Reports:

Request reports will now include the following information:

  • Release ID that initiated Request
  • Release Title that initiated Request

Solutions

Solution Enhancements

Share Solutions to Technician Groups

Solutions, topics, and sub-topics can now be shared with specific technician groups to restrict the accessibility to relevant users. Technicians can share solutions:

  • While creating solution article
  • From the list view
  • From the details page
  • While creating a topic or sub-topic
  • While managing a topic/sub-topic

Auto-Suggest Approved Solutions

SDAdmins can configure only approved solutions to be auto-suggested to users from Setup > General Settings > Advanced Portal Settings.

View Detailed History of Solutions

The History tab in the solution details page will contain a detailed record of the operations performed on the solution article.

February 17, 2023

Issue fixed

Requests

SLA violation flag is set incorrectly when SLA is applied to a completed request.

Behavior Changes

Microsoft Intune Integration

While syncing asset information between ServiceDesk Plus Cloud and Microsoft Intune, user sync will not happen.

February 14, 2023

Requests

Unable to get the URL specific to the selected template while creating a change request.

Problems

Spot edit is allowed in the right pane of the problem details page even if the Disable spot edit in Problem details page if a Form Rule is configured in that template option is enabled.

Admin

Only the first 6 roles are shown while expanding the roles in Setup > Instance Configurations > Organization Roles.

Integration

Jira integration slowness in some cases.

General

Option to search service category using the request template search.

The abort action pop-up that is shown while cancelling a request form submission is not getting closed automatically.

The display date in the Recent Items, Approvals, and Notifications panels invoked from the header bar are not translated to the personalized language.

The approval panels invoked from the header bar shows the ticket creation date instead of the approval triggered date.

Purchase

User defined names for Billing Address, Shipping Address, Vendor fields are not shown properly in purchase order PDF and in-line view of mail notifications.

Existing cost center values are mapped to imported purchase orders instead of the values configured in the import file.

Company logo is barely visible in the purchase order.

Workflows

If the title in change workflow stencil has longer text in translated setups, the stencil UI is broken.

Error thrown when a change/release workflow name is edited and Enter key is pressed.

Unable to save change workflows containing duplicated approval nodes if Outlook Actionable cards are enabled.

February 08, 2023

(Pre-release : January 12, 2023)

Enhancements

General

Extending Support for Microsoft Teams Mobile App

You can now access the Home, Requests, Solutions modules in ServiceDesk Plus Cloud directly from Microsoft Teams mobile app and perform various operations. In addition, technicians can access their tasks from the Home page.

Extending Support for Microsoft Teams Mobile App

Zia Actions

Administrators can limit Zia Chatbot actions for users based on their permissions under Setup > Zia > Zia Chatbot > Zia Actions. For technicians, the actions can be limited to specific roles.

Zia Actions

Conditions for Display Locations in Custom Widgets

You can now customize the display location of custom widgets based on roles and custom criteria based on fields. To do this, Setup > Developer Space > Custom Widgets, expand the widget details, under the display location that you want to customize, click Configure.

Conditions for Display Locations in Custom Widgets Conditions for Display Locations in Custom Widgets

Note:

  • The Show to Requester option is not available for asset module widgets.
  • Dashboard and Web Tab locations can be customized based on roles only.
  • The display location of custom widgets shown in the request right panel when adding or editing requests is customized using show and hide options in form rules.
  • The display location of custom widgets associated with custom menu is customized using the conditions in the custom menu.

Export Enhancements

Export large files as multiple zip files and download individual zip files from a popup window. Click here to learn more.

Export Enhancements

Problems

Lookup Fields in Problems

You can now configure lookup type additional fields for problems. Lookup type fields refer another field to populate their values. You can configure lookup type additional field for problems by accessing Setup > Customization > Additional Fields > Problem Additional Fields > New Field and selecting the Field Type as Lookup Field.

Export Enhancements

You can also add lookup fields to problem templates. Just drag and drop Lookup Field from the right side pane onto the template. You can add a maximum of 10 lookup fields.

Export Enhancements

February 01, 2023

Issues Fixed

Admin

Unable to add, edit, or delete regions if there are more than 10 region level roles in an instance.

Reports

Service requests are not shown in drill-down analysis for users in Professional edition with service catalog add-on.

January 25, 2023

Enhancements

Integration

  • ADManager Plus widget has been updated to v1.5. The new version now includes options to customize the Create User form.

January 20, 2023

General

  • The text 'pick up' is mistranslated in Italian language setups.
  • In self-service portal, widget titles are not translated after changing the application language.

Requests

  • Technician auto assign is not working for the "execute when the request is created" case if an automated approval occurs and the option to assign a technician after approval is enabled.
  • The Item field goes empty while editing the request form rule if an item is selected after 100 entries in the field value drop-down. The issue occurs in some non-English setups.
  • In some cases, administrators are unable to view and select SLAs in the Associate SLA popup while configuring service request templates.
  • SLA violation is not flagged on requests when the status is updated from On Hold to Closed.
  • Trigger actions for task triggers with condition Task is Closed/Completed are not executed.

Changes

  • Description of notes attached to Changes is sent as plain text while notifying users via email.

Releases

  • Approval Notification configured in release workflows are not triggered if the notification includes the $comment variable and the Comments field for releases is not mandated and no value for status comment is provided.

Assets

  • Unexpected delays in loading the Asset module in some cases.
  • Existing workstations are inadvertently getting duplicated with a different domain name if the names of the workstations contain different domain names.
  • Unable to add new tablet assets with products under the default Tablet type if a custom product type contains "Tablet".
  • On reconciling duplicate assets, the asset is deleted from the application.
  • Region value is not populated during software license import.
  • Few consumable products are not listed in the Products field under Advanced Filters while creating tabular reports for Consumables module.

Issues Fixed

Integrations

  • Unable to add line breaks in Outlook Actionable cards.
  • When creating a Jira ticket from a request, the apostrophe (') is not properly rendered in the Description field.
  • Microsoft Office Calendar sync is not working for users whose User Principal Name is populated with the email address used in ServiceDesk Plus Cloud.
  • Microsoft Azure integration is getting disabled intermittently when importing users from Azure AD.
  • Adding attachments using the Attach files from Cloud option is getting failed for newly signed up users.

January 13, 2023

(Pre-release : November 29, 2022)

Enhancements

General

Adhoc Delegation

Delegate pending approval requests to another user. SDAdmins and users with HelpdeskConfig roles can enable this feature under Setup > Automation > Delegation. Click here for more information.

Adhoc Delegation

Approvers can delegate their pending approvals in 3 ways:

  • My Pending Approvals in header menu
  • Approval link in email
  • Approvals tab in the details page of requests, changes, releases, and purchase orders.

You can also revert the delegation and take action if the approval is pending.

Notification Rule Enhancement

Delegation related notification rule Notify backup approver when the approval delegation is revoked is added under Admin > Automation > Notification Rules > Other Notifications.

Import/Export Enhancements

  • You can now export problem requests, problem conversations, problem attachments, release requests, release conversations, and release attachments. To do this, go to Setup > Data Administration > Export Data.
  • Import/Export Enhancements
  • You can now import problem conversations and problem attachments. To do this, go to Setup > Data Administration > Import Data.
  • Import/Export Enhancements

Custom Variables for Survey Templates

Administrators can now configure custom variables in survey templates to include request details to the survey. To configure custom variables, go to Setup > User Survey > Survey Templates, click the gear icon beside the template name, and select Configure Custom Variables.

Custom Variables for Survey Templates

Releases

Support for Lookup Fields in Release Module

You can now create release additional fields whose values can be retrieved from other supported fields. To do this, you need to configure the release additional field as a Lookup Field and also select another field as its reference entity to retrieve values from the referenced field. The fields that are supported as reference entities are Department, Group, Requester, Site, Technician, Custom Module and User. To configure a lookup fields for releases, go to Setup > Customization > Additional Fields > Release Additional Fields, click New Field, and select Field Type as Lookup Field on the new field pop-up. To learn more, click here.

Support for Lookup Fields in Release Module

You can also create a new lookup field when configuring release template by dragging the Lookup Field entity from the right side panel to your preferred section on the release template.

Lookup Fields

Note: The maximum of up to 10 lookup fields can be added.

Task Trigger Settings

You can now pre-configure when to trigger tasks associated with a release template. To do this, go to the Additional Settings tab when configuring a release template and choose your preferred option from the Trigger Tasks drop-down. The available options are:

  • At Release creation: Select this to trigger tasks associated with the template automatically at the time when a release is created.
  • When transitioning into a Release stage: Select this to trigger tasks associated with the template automatically on a per stage basis when the release transition to a new stage.
  • Manually: Select this to trigger release tasks manually from the Tasks tab under the respective release stage. This is the default option.
Task Trigger Settings

UI Changes

When configuring a release template, the task trigger settings configured for the template is displayed along with an option to configure the settings on the right-side pane under the Tasks tab.

Trigger Task UI Changes

UI Changes and Enhancements

  • Updated UX microcopy (textual content such as error messages, help texts, etc.) across the application for improved user experience.
  • Revamped the drop-down menu by splitting the configuration name and module name in the menu label for improved usability under the following setup pages:
    • Additional Fields
    • Form Rules
    • Business Rules
    • Life cycles
    • Triggers
    • Custom Actions
    • Workflows
    • Custom Functions
    • Service Level Agreements
    • Custom Menu
    • UI Changes and Enhancements
  • The setup page now automatically places focus on the search box as soon as the page opens. This allows you to initiate a search without clicking the search box.

December 29, 2022

New Feature

Base Site

Introducing Base Site, a site that will function as the primary or the default site of an organization. With this, the Not in any site and Default site references in the application will be changed as Base Site. The Base Site can be renamed as per requirement. You can configure the Base Site details such as name, address, etc., from sites list view under Admin.

Note: Download the latest iOS or Android app to make it compatible with Base Site.

Behavior Changes

If you have not configured any site in your organization, then there will be no impact. However, if you have configured sites in your organization, then the following changes will be applicable. You can also refer to this post for detailed information on the changes.

Setup > Requester/Technician

The Site field is added in user(requester & technician) forms. Department value can be set to Null only if the user is assigned to Base Site.

Asset > Software License

Organization License - Yes/No field is added to the Software License form.

List or Custom View

When sorting by site names, Base Site will be listed among available sites.

Site reference lookup field type additional fields

Null value in site additional fields will not be changed to Base Site[Default Site]. Those will be shown as "Not Assigned".

Region

Regions will be marked as not for further use during deletion if there are any sites associated with them.

Calendar views

The logged-in technician's site operational hours and holidays will be displayed in calendar view.

Notifications and Escalations

Regional and Site based Org Roles notifications and escalations will work with BaseSite.

Site criteria in User Groups/Reports/Additional Fields

Site filter criteria such as begins with, ends with, contains, and does not contain will now include or filter base/default site if the site name matches with the text mentioned in the criteria.

Modules Affected:

User Groups, Reports, Additional lookup Fields

Criteria Department Additional lookup Fields

No values will be listed for site dependent department additional field with dynamic criteria like ${department_lookup_field}.site is ${site_lookup_field} when value for ${site_lookup_field} is null or empty.

Query reports with null or Not in any site criteria

Query reports provided with null site value in filter criteria need to be updated. Refer here for more details.

Field and Form Rules[FAFR]

Save form with default site value for site fields.

When Site field or Site lookup additional filed is made mandatory and if default site[Base Site] option is selected for site field or site lookup additional field, then the request form will be allowed to be saved. Refer here for more details.

Custom Scripts and Custom Functions

Null site value based logic/case used in Custom Script and Custom Function needs to be changed to Base Site[Default Site]. Refer here for more details.

Issue Fixed

Technician Auto Assign and Data Archive functionalities are executed for requests that are not in any site even if the Allow Exception option is configured as Not in any Site.

December 16, 2022

Behavior Changes

Integrations

  • Character count for comments (multiline questions) in Zoho Survey has been increased to 5000.

Issues Fixed

Integrations

  • Some special characters are not displayed properly in Zoho Survey comments.

December 05, 2022

New Features

General

Advanced Customizations for Requester Portal

You can now customize the requester portal with advanced options like panels, buttons, lists, snippets, etc over pre-defined or custom templates. To access these customizations, go to Setup > General Settings > Requester Portal > Requester Portal Customization, and click Configure on the ADVANCED card.

Advanced Customizations for Requester Portal

Note: The customization options that were previously available will now be identified as Basic Customization. To access it, go to Setup > General Settings > Requester Portal > Requester Portal Customization, and click Configure on the BASIC card.

Enhancements

Integration

ADManager Plus Integration Enhancement

ADManager Plus integration is updated to v1.4 for improved handling of probe length restriction.

November 29, 2022

(Pre-release : November 14, 2022)

New Features

Extensions

ServiceDesk Plus Cloud now allows users to build ready-to-use extensions from scratch for requests, and changes, which can be installed in ServiceDesk Plus Cloud instances. Extensions extend the capabilities of the application by automating workflows, connecting with third-party applications, and solving organization-specific business use-cases.

Extensions can be developed and deployed via a low-code platform called Extension Builder. The Extension Builder mimics the various Setup configurations in ServiceDesk Plus Cloud which can be configured and packaged into extensions. The OrgAdmin can collaborate with ESM Users to develop the extensions in the Extension Builder.

Extension Builder

In addition to ServiceDesk Plus configurations, 2 unique attributes can be configured exclusively for extensions - Extension Variables and Extension Actions.

ServiceDesk Plus Cloud integrates with Sigma to enhance the availability of extensions. Extensions are created in a Sigma Workspace and synced with the Extension Builder of the same organization. Post-development of the extension, SDAdmins can install the extensions privately within their company. OrgAdmins can utilize the Sigma integration to publish extensions in the ManageEngine Marketplace for external organizations to use.

Search Extension

Enhancements

Asset Auto Assign

Auto-assign user for assets based on the last login information obtained during scan. To do this, go to Setup > Automation > Asset Auto Assign.

Auto-assign user for assets

Integrations

Microsoft Intune Integration

ServiceDesk Plus Cloud integrates with Microsoft Intune to track and manage assets in Microsoft Intune. To do this, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations and enable Microsoft Intune. Click here for more information.

Microsoft Intune Integration

November 18, 2022

Issues Fixed

General

  • Some field names are inconsistent between the request module and the reports module.

Requests

  • Mandatory field alert is thrown in English for non-English setups if resolution is mandated in request life cycle.
  • Unable to transition the request if resolution is mandated during transition in Request Life Cycle.
  • When a request is created and not assigned to a technician, the Technician column in the template view incorrectly shows "Not Authorized" instead of "Unassigned".
  • On hold scheduler fields Change to Status and Scheduled Time are now supported as criteria under business rule conditions.

Changes

  • SDAdmins can now define time-based conditions in freeze windows by selecting Next 7 days and Next 30 days options.
  • The freeze window with one-time event does not expire properly if the scheduled end time is edited.
  • If Notify Change roles when a pending approval/approval processed change request is edited rule is enabled under Notification Rules and an attachment in an approved change request is edited, the notification sent contains improper data.

Projects

  • The worklog list view under project tasks is not getting refreshed automatically when a new worklog is added through worklog timer.

Solutions

  • The accessibility for all linked solutions is shown as private under the Associations tab on the solutions details page.

Assets

  • Font size discrepancy in workstation name after syncing from Endpoint Central.
  • When importing product types with their names in plural form via an XLSX file, the product types are getting unnecessarily duplicated.

Purchases

  • Approvals are listed under My Pending Notifications pane for closed purchase orders.

Integrations

  • When importing users via Azure AD User Sync, the mapping for the First Name field is not working as expected.

November 11, 2022

Issues Fixed

Requests

  • Unable to search for archived requests via global search using request ID.

Reports

  • Column values get repeated and wrapped over to the next row if the values are long.

November 03, 2022

New Features

General

Timers

ServiceDesk Plus Cloud now allows automated, time-delayed actions to be executed on requests and changes. Timers can be configured under Setup > Automation > Custom Actions. Currently, timers can be configured as follows:

Module Role Required Timers Executed Via
Requests SDAdmins, HelpDeskConfig Triggers
Changes SDAdmins Triggers and Workflows

Note: Timers are dynamic, reusable entities. Depending on various business use cases, they can be associated with multiple triggers or workflows.

workflows triggers

Timer associated in triggers:

Timer associated in triggers

Timer associated in workflows:

Timer associated in workflows

To learn more about timers, click here.

Enhancements

General

Announcement Banner

  • Added option to view announcements as banners. You can enable this option while adding or editing announcements. Click here to learn more.
  • Announcement Banner
  • Announcement banners are displayed on the top of the page.
  • Announcement Banner
  • Customize the banner style by adding the background color, font color, text alignment, and announcement icon of your choice.
  • Announcement Banner style

Make Announcements from Requests

  • Administrators (SDAdmins, SDSiteAdmins, or AnnouncementConfig role with view requests permission) can now create announcements from requests. To do this, go to the request details page and click Actions > Make an announcement.
  • You can use these announcements to alert users about the frequently occurring incidents and provide solutions by sharing the description and resolution of requests.
  • Announcements can be shared with specific user groups or all users.
  • Make Announcements

Changes

Change Workflow Enhancements

  • The workflow editor is now enhanced for improved user experience.
  • The nodes in change workflow are now grouped under the following categories: Stage, Condition, Action, and Branch nodes.
  • The following nodes are now introduced in change workflows under various categories.
Node Category Node Added Usage
Condition Nodes Wait For Pauses the change workflow until the specified conditions are met before proceeding to the next stage.
Action Nodes Task Add tasks to the change request when a specific stage and status is reached.
Custom Function Implement any automated action in the application when a stage and status is reached.
Webhook Send data from the application to third-party applications or external services when a stage and status is reached.
Timer Pause the change workflow for a specific time duration and execute actions as the timer runs, aborts, or ends.
Branch Nodes Fork Split the workflow into multiple paths.
Join Merge parallel paths forked previously.
  • The following enhancements are added to the existing nodes:
    • Stage - SDAdmins can now create change statuses while configuring the Stage node.
    • IF - Custom functions of Boolean return type can be set as conditions in IF node.
    • Switch - A default option can be configured as a workflow path for Switch node in case the field value does not match any of the configured options.
    • Field Update - An alternate path can be configured for Field Update nodes if an error is thrown while updating a field value.
  • Change role fields can be added as criteria in IF and Wait For nodes.
  • The nodes added to a workflow can be duplicated and the orientation of ports in a node can be changed.
  • workflow duplicated
  • The Select Tool in the header can be used to select and move multiple nodes in the workflow editor.

Behavior Changes:

  • The Condition node is now renamed as IF node.
  • change workflow editor

Click here to learn how to configure the enhanced change workflow.

Change Workflow Execution Graph Enhancements

In the Workflow Execution Graph accessible under change details page,

  • The nodes and connectors in the workflow execution graph are interactive. Change users can reposition the nodes/connectors as needed. The repositioned view will not be reflected elsewhere.
  • The Target icon Target to instantly navigate to the current node in execution.
  • The current stage, node, and connector being executed in the change request will be highlighted.
  • workflow change request highlighted
  • The Change Manager and change users with Edit permissions for the current stage can hover over a node and click Info icon Info to view the configuration details of the node.
  • Workflow stage details
  • Users preview additional details about the workflow by hovering over the workflow icon in change list view or the workflow button in change details page:
    • Statement being executed/ last executed statement
    • Last statement execution end time
    • Waiting time for the next transition
    • Waiting time for the next transition
  • The workflow execution status now includes the following statuses:
    • Waiting for Condition
    • Waiting for Task Completion
    • Waiting for Fork Completion
    • Waiting for Timer Completion
    • Waiting for Switch
    • Violated
  • If the change request is moved to a stage/status not present in the workflow, the workflow execution status will be updated as Violated.
  • Violated
  • Change users can hover over the completed paths in the connectors to view the time spent by the change request in each node and time spent waiting for the next transition.
  • next-transaction
  • In the workflow execution log viewer,
    • The node names in the execution log are enhanced for increased readability.
    • Virtual and discarded execution rows are styled differently in the log viewer.
    • Time spent by the change request in each node is displayed in the log viewer.
    • Failed executions are highlighted in red color.
  • In the change details page, the approvals and tasks currently waiting for execution are indicated with a tag on the respective list view pages.
  • workflow pending approval
    workflow all task

Click here to learn how to use the workflow execution graph.

Custom Actions Enhancements in Changes Module

  • Change role fields can be updated via field updates.

Behavior change:

  • ServiceDesk Plus no longer mandates category/sub-category fields and allows sub-category and Item fields to be updated via field updates. However, if the field update value does not match with the existing category or sub-category values in the change request, the field update will not be executed.

Change Triggers Enhancements

  • Change role fields can be added as criteria in change triggers.

Projects

Triggers and Custom Actions for Projects

ServiceDesk Plus Cloud has introduced triggers for projects module. SDAdmins can use project triggers to perform automated actions when certain conditions are met in project requests under Setup > Automation > Triggers.

Project triggers can be applied when a project request is created, edited, or deleted. To learn how to configure project triggers, refer to the admin guide.

Project triggers

Using project triggers, administrators can configure the following custom actions for projects module from Setup > Automation > Custom Actions.

  • Notifications - Send customized email/SMS notifications.
  • Notifications
  • Tasks - Create tasks with predefined values.
  • predefined values
  • Custom functions - Execute customized actions in the application.
  • Custom functions
  • Webhooks - Place calls to third-party applications.
  • Webhooks

Click here to learn how to set up custom actions for projects.

Project Additional Field Types

Additional field types such as check box, radio button, currency, decimal, percentage, auto number, and decision box are now introduced for Projects.

Additional Field Types

Releases

Release Workflow Enhancements

  • The workflow editor is now enhanced for improved user experience.
  • The nodes in release workflow are now grouped under the following categories: Stage, Condition, and Actions.
  • The following enhancements are added to the existing nodes:
    • Stage - SDAdmins can now create release statuses while configuring the Stage node.
    • Switch - A default option can be configured as a workflow path for Switch node in case the field value does not match any of the configured options.
    release workflow editor
  • The nodes added to a workflow can be duplicated and the orientation of ports in a node can be changed.
  • workflow duplicated
  • The Select Tool in the header can be used to select and move multiple nodes in the workflow editor.

Behavior Changes:

The Condition node is now renamed as IF node.

Click here to learn how to configure the enhanced release workflow.

Release Workflow Execution Graph Enhancements

In the Workflow Execution Graph accessible under release details page,

  • The nodes and links in the workflow execution graph are interactive. Release users can reposition the nodes as needed. The repositioned view will not be reflected elsewhere.
  • The Target icon Target can be used to instantly navigate to the current node in execution.
  • The current stage, node, and connector being executed in the release request will be highlighted.
  • workflow current stage
  • The workflow execution status now includes the following statuses:
    • Waiting for Condition
    • Waiting for Switch
    • Violated
  • If the release request is moved to a stage/status not present in the workflow, the workflow execution status will be updated as Violated.
  • Violated
  • Release users can hover over the completed paths in the connectors to view the time spent by the release request in each node and time spent waiting for the next transition.
  • next transition
  • In the workflow execution log viewer,
    • The node names in the execution log are enhanced for increased readability.
    • Virtual and discarded execution rows are styled differently in the log viewer.
    • Time spent by the release request in each node is displayed in the log viewer.
    • Failed executions are highlighted in red color.

Click here to learn how to use the workflow execution graph.

Pre-select Release Templates

You can now pre-select release templates when accessing the new release form. Click the drop-down beside the New Release button and select the template. The new release form displays pre-populated with the selected template.

Pre-select Release Templates

Automatic cancellation of tasks and reminders

  • Canceling a Release will now mark the associated pending Tasks as canceled.
  • Reminders associated with a Release will be automatically marked as completed when the Release is closed/canceled.

Bulk Close Releases

  • You can now close releases in bulk from the list view. Select the required releases and click Close.
  • You can also close a release from the list view by clicking % > Close.

Field Update Enhancements

The Field Update action for releases under Setup > Automation > Custom Actions now supports multiline description content for the following fields:

  • Backout Plan Description
  • Checklist Description
  • Close Description
  • Impact Details Description
  • Review Description
Field Update Enhancements

Notify Other Approvers of any Approval Action

You can now notify the approval action of a release approver to other approvers who are yet to take any approval action. To do this, select the Notify if other approvers take any approval action option when configuring the approval in the release workflow.

Approval Action

You can also notify the release engineer and release manager on any approval action taken in a release. To configure this, go to Setup > Automation > Notification Rules and enable Notify Release Manager and Release Engineer when an approval action is taken on the release under the Release tab.

Trigger Enhancements

The criteria in Release triggers now include the following description fields:

  • Submission
  • Planning - Impact Details, Rollout Plan, Backout Plan, Checklist
  • Created Time
  • Completed Time
  • Scheduled Start
  • Scheduled End
  • Date Additional Fields

Rejected Status Type

  • A new status type, Rejected, is introduced in the release module.
  • Rejected
  • For custom statuses, the status type can be edited anytime.
  • Releases closure rules are now applicable only to releases in Completed status types.
  • When configuring the release workflow, you can now connect all statuses except Pending statuses to the End node.
  • In the release list view, the Failed Releases filter now displays releases of Rejected statuses in the Close stage.

Click here to learn how to configure release statuses.

Miscellaneous Enhancements

  • Release field and form rules now include the $Current user site variable to associate logged-in user's site to releases.
  • The release requester's site will be assigned to a release if the corresponding release template is not associated with any site.

Release Status Indicator Behavior Change

The status indicators in the release details page are revamped as follows:

Old Indicator Updated Indicator Remarks
Release reached Completion status of the stage and moved to next stage
Release reached Rejection status of the stage and moved to next stage
Release reached In Progress status of the stage and moved to next stage
Release did not go through the stage and skipped it.
Current stage of the release. The status is In Progress.
Current stage of the release. The status is In Completed.
Current stage of the release. The status is Rejected
Release is yet to reach the stage.
-
Release reached Cancelled status in Close stage

Issues Fixed

Releases

  • Unable to edit release fields in stages other than close/review stage after editing the dependent fields in close/review stage.

October 22, 2022

Enhancement

Default enablement of Actionable Messages for Outlook integration

Actionable Messages for Outlook integration will be enabled by default in service desk instances when the instance is created by a user signing in via Microsoft.

October 12, 2022

Enhancements

General

Permission to View Technician's Cost Per Hour

The technician's cost per hour will now be shown only to technicians who have permission to view it. This permission is configured using the Can view technician's cost per hour setting under the Advanced Permission section in add/edit technician forms.

By default, this permission is enabled for SDAdmin and SDSiteAdmin and cannot be disabled.

Advanced Permission

Only technician with this permission can view Technician's Cost Per Hour value, incident cost, total cost in worklog forms, worklog list view, project timesheets, milestone timesheets, and history.

Options to enable or disable technician's cost per hour for one or more technicians are also available in the technician list view under the Actions drop-down.

Note: For newly created technicians, the Technician's Cost per hour and Incident Cost fields will not be shown unless the corresponding permission is enabled for the technicians. This means the technicians may not be aware of the actual costs when updating the worklogs and in some cases, the incident/total cost value may get saved as 0.

Activities Time Filter Enhancement

You can now select Last 365 Days option from the Time Filter drop-down in the Activities module. This option is available for both template view and kanban view in the Activities module.

Activities Time Filter Enhancement

Option to View Associated Entities

You can now view requests, assets, and software licenses associated with each user from the requester or technician list view. To do this, go to Setup > Users & Permissions > Requesters/Technicians, and select View Associations from the actions icon beside the user entry.

Activities Time Filter Enhancement View Associated Entities

Note: For technicians, only assets and software licenses will be shown in the associations pop-up.

Requests

Resource Quantity in Service Requests

You can now configure service templates to enable users to request resources in multiples. To do this, when configuring a resource question, select Single or Multiple (also set the maximum limit) under the Allowed Quantities section. This option is available for the Select Box and Check Box type resource questions.

Resource Quantity in Service Requests

Request Approval Enhancements

The One Time Configuration section under the Approvals tab in service template forms has been redesigned as Approval Configuration. The following options with checkboxes have been replaced with toggles:

  • Send approval notification automatically when a service request is raised
  • Do not assign technician before service request is approved
  • Show approval to requester

Note: The toggle buttons for these options will be active or inactive depending on whether corresponding checkboxes were enabled or disabled previously.

The All the configured approvers have to approve the service request option has been replaced with the Approval Condition drop-down. You can now configure the following approval conditions for requests in addition to Anyone to approve and Everyone to Approve.

  • First Response Action: An approval level gets approved or rejected based on the first-ever approval action of that level.
  • Majority To Approve: An approval level gets approved only if the majority of the approvers has approved it.
  • % to Approve: An approval level gets approved if a custom percentage of the approvers has approved it. This field cannot contain "0" or characters.
Service Template

The Add Stage and Edit Stage under the Approvals tab in service requests are now merged as Manage Approvals.

Note: If the All the configured approvers have to approve the service request option was enabled previously, the Approval Condition will now be set as Everyone to approve. If the option was disabled previously, then the Approval Condition will now be set as Anyone to approve.

Mandate Approval Comments

You can now mandate request approval comments. To do this, go to Setup > General Settings > Advanced Portal Settings, and enable Mandate request approval comments under the Request Approval Settings section.

Request Approval Settings

Automated Request Approval

You can now configure automatic request approval for the following cases:

  • Automatically approve requests when the requester is also the approver.
  • Automatically approve a level if the approver has approved any previous levels.

You can configure this by enabling the appropriate option under Setup > General Settings > Advanced Portal Settings > Request Approval Settings.

You can also enable appropriate notifications for the above cases under Notification

Rules

  • Under Setup > Automation > Notification Rules > Request:
    • Notify automated approval actions when the requester is configured as approver.
  • Under Setup > Automation > Notification Rules > Other Notifications:
    • Notify when automatic approval notification is enabled for requests that are already approved.

Changes and Enhancements to Service Category

Service category is now available as a default feature across all editions. To access it, go to Setup > Templates & Forms > Service Category. Here, you can manage your incident and service templates under the respective tabs in each service category.

Enterprise Edition or Other Editions with Service Catalog Add-on:

Standard and Professional Editions without Service Catalog Add-on:

Note:

  • Incident templates will be listed here only if the Service Category field is added and a default value is set to it.
  • Only the service category is extended for all editions. Service templates are available only in the Enterprise edition or as an add-on for other editions.

Advanced Options for Request Conversion

You can now use the following advanced options when converting incident requests to service requests:

  • Overwrite field values with template values: Select this option to overwrite the existing field values. You can choose to overwrite all fields or empty fields alone using the appropriate options.
  • Delete Previous Template's Tasks: Select this option to delete the existing tasks added to the request from the previous template.
  • Add Task from Template: Select this option to add tasks from the new template to the request.
Advanced Options for Request Conversion

Requester Search Enhancement

When searching for requesters, the results will now be filtered based on both the requester name and email address depending on the search string. This enhancement applies to quick incident form, request add/edit forms, maintenance forms, and add request dialog box in the requester portal homepage.

Other Request Enhancements

  • Delete icon is now shown in incident request approvals. Technicians with the Modify Approver permission can delete approvals. When an approval is deleted, it is recorded in request history.
  • The Site field is now shown along with Group and Technician fields when assigning a technician to a request from the request list view or request details page. If the request template mandates the Group or Technician field, an asterisk (*) indicating the mandatory field is shown against the field name in the assign technician pop-up. Also, business rules and triggers configured for a site will be applied if their condition matches.

When two technicians edit the same request, a message showing the activity of the other technician will now be displayed in the request edit form.

Assets

Software License Enhancements

  • Options to add or remove CAL installations from the software license details page.
  • You can now add more than 100 CAL installations from the software license details page.

Export Vendors

  • Support for exporting vendors and their product associations. To do this, go to Setup > Data Administration > Export Data, click Export data from module, select your preferred format type (CSV or XLSX), and select Vendor.

Barcode Enhancements

  • You can now select Asset Tag, Serial Number, or Service Tag as Mapping Field to copy the same barcode value to that field when generating custom barcodes.

CI Sync Rule Enhancements

  • Sync Rules can now be configured to run over virtual machines or virtual hosts by choosing the respective options using the VM Type field as the filter criteria. This is applicable when the Source field is set to Workstation or Server.
  • You can now create a relationship between a virtual machine and a virtual host using Sync Rules.

Other Asset Enhancements

  • The Last Logged In User column has been added to the Assign Users pop-up that appears when assigning users from the workstation, virtual machine, virtual host, or server list view.
  • The User Email and User Employee ID fields are supported in the asset list view.
  • The asset history now shows the public IP addresses used by assets during their self-scan.

Reports

Worklogs and Milestones Custom Reports

Users can now generate tabular reports and matrix reports for project milestones and worklogs for all modules.

Behavior Changes

General

  • The Services Involved field is now available in new announcement form across all editions.
  • In the requester portal, when the Report an Issue button is clicked, all incident templates will be listed with the service category.

Requests

  • In the copy template pop-up, the Copy Template From drop-down now lists all incident and service templates under the respective category with appropriate icons indicating the template type.
  • In editions without the Service Catalog add-on, the New Incident drop-down in the request list view now lists incident templates based on their service category.
  • The Service Category field is now supported in global search and column chooser in the request list view and archived requests list view across all editions.
  • The Service Category field is now supported as condition/criteria in business rules, form rules, request life cycle, triggers, and custom scripts subject to the availability of these features in your edition.

Changes, Releases, and Problems

  • The Services Affected field will be available in changes, releases, and problems without the Service Catalog add-on when the corresponding add-ons are enabled.

Assets

  • You can now establish a relationship between assets and business services in the Professional edition without the Service Catalog add-on.

CMDB

  • In the Marked as CI wizard, service category will now be available in Professional edition without the Service Catalog add-on.
  • CIs can now be linked to service categories in the Professional edition without the Service Catalog add-on.

Issues Fixed

Assets

  • Duplicate entries are created when a scan is initiated for workstations that are added to a custom product type.
  • The Model field is incorrectly getting updated as "Unknown Workstations" if the asset model could not be fetched during the asset scan.
  • When generating custom reports for assets (virtual machines, virtual hosts, mobiles), the Life Cycle fields under the Advanced Filter criteria are displayed incorrectly.
  • Alignment issue in the message that indicates successful barcode generation.

Integration

  • Unable to associate ADManager Plus technicians with ServiceDesk Plus Cloud due to probe data length restriction. This issue is fixed in the ADMP widget version 1.3.

September 30, 2022

Enhancements

Native Email Service

ServiceDesk Plus Cloud's native email service is available by default for all new accounts and can be enabled during the onboarding with a ready-to-use support email address for each instance.

Existing customers can enable the native email service by clicking the Switch and Configure button on the top-right corner of the Mail Server Settings page.

New UI for Mail Server Settings

The Mail Server Settings page has been revamped. For existing customers, the UI changes are applied only if they have enabled the native email service.

Modern Authentication for Office365 and Outlook Mailboxes

Support for Modern Authentication, which is based on OAuth 2.0, for connecting to Office 365 and Outlook mailboxes is now generally available.

September 15, 2022

Issues Fixed

General

  • SMS notifications appear garbled if they contain special characters.
  • Notification configured in triggers is not working if the mode has been changed from email to SMS.

September 07, 2022

Change Module Enhancements

  • Lookup additional fields are now supported in Change module.
  • SDAdmins can now define task trigger settings from the Additional Settings tab in change templates. Tasks trigger can be set as follows:
    • Auto-trigger all tasks in a change when the change request is created.
    • Auto-trigger tasks within a stage when the change stage is reached for the first time.
    • Manually trigger tasks from the Tasks tab in change details page.
  • Users can now define their own color code in change list view or template view using the Row Color Settings icon Row Color Settings. The color code is applied based on change attributes such as Stage, Change Type, Workflow, Template, and Change Risk.

Behavior Change

Going forward, change owners will not be able to edit the details in a change stage after it is crossed if the change is approved.

Web Content Accessibility Guidelines

Introducing dynamic title tags for ServiceDesk Plus Cloud. Dynamic title tags help users identify the application's currently accessed page name by just checking the browser tab's title.

Requester can Edit Request

You can now enable requesters to edit their requests under Setup > General Settings > Requester Portal > Requester Portal Settings. You can also choose whether they can edit incident requests, service requests, or both.

When enabled, the requesters can edit their requests in the below scenarios,

  • The request should be in any one of the InProgress statuses and there shouldn't be any approval approved (if any).
  • The requester has access to the template of the request.
Requester Portal Settings

Notification Rules Page Enhancements

  • New notification rules are added under Setup > Automation > Notification Rules > Requests:
    • Notify requester when a request gets approved or rejected
    • Select users to notify whenever an approver acts on the approval request
    • Notify the requester when a public note is added
    • Select technicians to notify when the request approval workflow does not have users from the organizational roles
  • The following notification rules are newly added under Setup > Automation > Notification Rules > Other Notification:
    • Notify the group members when leave is marked for a technician
    • Notify the group members when leave is cancelled for a technician
    • Select technicians to notify when technicians apply for leave
    • Select technicians to notify when technicians cancel their leave
  • The list of placeholder variables that can be included in notification templates is expanded to include additional variables.
  • The variable list in the right panel of the template editor is converted as a searchable list within the editor. To include a variable, type $ and select from the variables list that drops down.
  • You can now customize push notification rules. To do this, hover over the required notification and click the Edit icon.

August 24, 2022

Issues Fixed

General

  • The show full content icon in the worklog list view is not working for technicians who do not have permission to delete worklogs.
  • The Import from Google Apps option in the requester/user list view is unresponsive.

Requests

  • Icons indicating the number of likes and dislikes for solutions are not visible in the solution search list view when accessed from the Resolution tab on the request details page.
  • The Group field in a request is inadvertently reset when a delegated technician from the same technician group is assigned to the request.
  • Unable to move requests between instances if the "Disable default template to requester" option is enabled in the target instance.
  • When editing requests that contain the On Behalf Of User field, the changes are not reflected unless the request redirects to the Details tab after saving it.
  • While searching for requesters in the Add/Edit Request form, the page reloads on selecting the First Name or Last Name of the requesters displayed.
  • In the new asset form, date/time additional fields are not displayed properly.
  • If a request's Site is updated to any refer site and there is no first response time in the SLA associated with the request, the Created Time field value is updated to the Response Due By field of the request.
  • An inadequate error message is displayed while duplicating a request created by a deleted user.

Problems

  • Deleted problems are not recorded in the system log.

Changes

  • In change forms, the Select Template and Select Workflow drop-downs are incorrectly positioned.

Solutions

  • In non-default instances, the solution details page does not load in a new tab.

Assets

  • Under admin configurations, editing/deleting a user's department removes the asset relationships associated with the user.
  • Inconsistency in displaying values in the asset summary dashboard.
  • Unable to scan asset if the characters in the sound card field exceed the configured limit.
  • Duplicate assets are created if the Save button is clicked twice while modifying the asset state.

Integrations

  • The URLs in the rich-text fields across the application open in the same Microsoft Teams tab instead of a new tab when accessed from Microsoft Teams.

August 17, 2022

Enhancements

Integrations

Jira

  • You can now enable/disable syncing of comments in Jira issues to request notes in ServiceDesk Plus Cloud. To do this, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations, use the appropriate option in the Jira integration pop-up.
jira account configuration

Microsoft Azure

  • Option to revoke connection between ServiceDesk Plus Cloud and Microsoft Azure from the Import from Azure pop-up in the ESM Directory and the requester list view.
  • Option to ignore or read manually deleted users in the subsequent sync cycle with Microsoft Azure.
Import from Azure

Office 365 Calendar

  • You can now designate a leave type in ServiceDesk Plus Cloud as out-of-office leave for Microsoft Office 365 Calendar. To do this, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations, click the Office 365 Calendar integration toggle, and choose an option using the drop-down in the pop-up.
Office 365 Calendar integration

Sandbox

The Sandbox in ServiceDesk Plus Cloud is an isolated testing environment. You can securely experiment and test various admin configurations to understand their impact on your data, without actually interfering with the data in your production account. After reviewing the new or modified admin configurations, you can deploy the changes to your production account.

You can create one sandbox per service desk instance from Setup > Data Administration > Sandbox.

Sandbox

Upon its creation, sandbox will replicate only the admin configurations from the production environment. You can import users subsequently, and create sample data in your sandbox modules for testing purposes.

Under the Setup tab in Sandbox, you will find two tabs:

  • All Configurations - This tab will list the configurations replicated from the production account. You can modify these configurations but you cannot deploy all of them.
  • Deployable Configurations - This tab will list the configurations that can be modified and deployed from sandbox.
Sandbox

Check out the admin guide to understand how to track sandbox configurations, deploy changes, and understand the best practices and limitations.

August 09, 2022

Enhancements

Projects UI enhancements

  • Introducing Summary and Associations tabs in project details page.
  • Summary - View the details of milestones and tasks in widgets. Widgets are pre-defined; you cannot add or delete them. Click here to learn more about the summary tab.

    View Summary

    Associations - Associate or dissociate requests, changes, and releases to a project. You can also use the Associations tab from the details page of the project dashboard widget. Click here to learn more about associations.

    Associations
  • You can now edit Status, Priority, and Owner of a project as well as view the summary of Milestones, Tasks, and My Tasks from the right side panel of projects.
  • Users can now view milestones in list view and customize the display of list view using column chooser.
  • On the project milestones page, added an option to quickly add milestones.
  • project milestones
  • You can now view the trashed project in non-editable format.

Project Template

  • The UI of a project template form is now revamped for a better user experience. Click here to learn more.
  • project template form is now revamped
  • Add new fields and sections to the canvas from the right side panel of the add or edit project template form.
  • Preview a project template while adding or editing it.
  • Introduced Members tab to add project members and assign roles directly from the project templates.
  • project template

General Tasks

  • Users can now view the module ID and module title from the General Tasks list view page.
  • General Tasks list view
  • Users can now assign a group for general tasks.
  • Users can now assign a group

Common Enhancements

  • Introduced an option under Requests, Problems, Changes, Projects, Releases, Milestones, and General Task to add tasks quickly.
  • add tasks quickly
  • Added predefined filter drop-down on task list view page under Requests, Problems, Changes, Projects, Releases, and milestone list view page.
  • You can now edit Status, Priority, Owner, and Task Type from the right side panel of Requests, Problems, Changes, Releases, General Tasks, and Tasks across all modules.
  • Tasks can now be displayed in list view, across all modules. Introducing Column Chooser to customize the display of task list view.
  • On the task template view, hover over the Task Dependency Summary icon beside the task to view the number of parent and child tasks associated with a task.
  • Rich Text Editor is now introduced for Worklog description in Requests, Problems, Changes, Releases, and Worklogs in Tasks for all modules.

CMDB Enhancements

You can now export CMDB relationship map as a CSV file or an image file (PNG). This option is available in the Relationship Map and Business View pop-ups. The information contained in the exported file/image will be limited to the extent to which relationships are expanded.

The relationship layout selector drop-down and the Save button have been redesigned.

relationship layout

The columns included in the exported CSV files are Source CI Name, Source CI Type, Destination CI Name, Destination CI Type, and Relationship Type.

You can now generate reports for CI relationships. The supported columns in the CI Relationship reports are Source CI, Source CI Type, Destination CI, Destination CI Type, and Relationship Type.

relationship layout

July 27, 2022

Issues Fixed

General

Reports

July 20, 2022

Enhancements

Problem Enhancements

Reports

Triggers and Custom Actions for Problems

Support for Change Sub-Entities in Custom Actions and Triggers

Custom actions and triggers now support change sub-entities, namely, approval levels, approvals, tasks, notes, email responses (from users). You can configure triggers specific to change requests or change sub-entities. The custom actions used in change triggers can also be configured specific to change requests or change sub-entities.

Note: Custom actions created for change sub-entities can be used only with the respective change sub-entity triggers.

For configuring custom actions for change requests or change sub-entities, go to Setup > Automation > Custom Actions, go to the preferred custom action, and use the drop-down to select change module. In the custom action forms, choose an entity using the Applies to drop-down. You can choose to apply it to a change request or change sub-entities.

Note: The Applies to field value cannot be edited.

To learn more, click here.

For configuring triggers for change requests or change sub-entities, go to Setup > Automation > Triggers > Triggers for Changes. Click New Trigger and on the new trigger for change form, select your preferred entity from the Trigger applies to drop-down.

Note: The Trigger Applies to field value cannot be edited.

To learn more, click here.

July 14, 2022

Enhancements

Zoho Analytics

June 30, 2022

Enhancements

General

Assets

Issues Fixed

General

Requests

Assets

June 27, 2022

Issues Fixed

Hyperlinks added to notes, comments, and description fields inadvertently open in the same tab.

June 24, 2022

( Pre-release : May 23, 2022)

API Changes

V3 API support for user-related operations

Added the following endpoints for user-related operations:

Endpoint Allowed Operations
/api/v3/users view
/api/v3/technicians create, update, view, delete
/api/v3/requesters create, update, view, delete

Note: The operations are restricted based on the roles associated with the logged-in user.

June 16, 2022

Issues Fixed

General

Requests

June 13, 2022

( Pre-release : May 10, 2022 and June 07, 2022)

Enhancements

Zia Auto Popup

Administrators can now configure Zia chatbot to automatically launch once every 24 hours from Setup >> Zia >> Zia Chatbot.

Refer to the admin guide for more details.

Zia Quick Actions

Users can perform important or frequent actions instantly using quick actions from the Zia chatbot. Administrators can modify the quick actions for technicians and requesters from Setup >> Zia >> Quick Actions.

Refer to the admin guide for more details.

Solution Templates

Create solution templates for frequently created solutions to help technicians save time and effort in creating similar solutions. You can also include fields related to a solution topic in templates to help in effective categorization of your knowledge base.

Configure solution templates under Setup > Templates & Forms > Solution Template.

Click here to learn more.

Solution Topic Icon

Technicians can now add icons for solution topics. Select from the list of available icons or upload a custom icon.

Technicians-Sites & Groups

Issues Fixed

General

June 06, 2022

( Pre-release : May 25, 2022 )

Enhancement in Facilities Instance - Space Management

Introducing Space module in ServiceDesk Plus Cloud's Facilities Instance to help you manage physical spaces in your organization such as Campuses, Structures, Floors, and Rooms. It also lets you associate assets and requests to their respective spaces. This module is available only for the facilities service desk instance.

Space Module Home

You can add, delete, and view spaces such as Campuses, Floors from here. Use the Space Tree to get a quick view of all the spaces and their associations in your organization

Campuses

Under Campuses, you can create a new campus with all the structures, amenities, and facilities available.

Structures

Under Structures, you can add information on all the infrastructure that is present in your organization. You can add buildings as well as non building structures such as parking lot, play area under this.

Floors

Under Floors, you can add information on the floors available in a building. This will help in categorizing available spaces based on floors.

Room & Space

Under Room & Space, you can add information on individual rooms and spaces that are present on a floor. These spaces can be any empty piece of free space such as a space to keep the couches, medicines or store rooms, sick rooms, etc.

Facility Services

Under Facility Services, you can add the various available facilities such as the Wifi, Pantry, Cab, etc. You can associate these services to Campuses, Buildings, Floors, and Rooms and Spaces.

Space Tree

Under Space Tree, you can view the connection between the spaces, their total capacities and their associated requests in an expandable tree view. This helps you get an overview of all the spaces and their associations.

Click here to learn more on Space

May 26, 2022

Issues Fixed

General

Requests

Projects

Purchases

Assets

CMDB

May 20, 2022

Support for New Languages

Added support for 2 new languages namely, Danish and Icelandic.

May 18, 2022

Enhancements

User Management

Behavior Changes

User Management

Issues Fixed

General

Reports

Integration

May 11, 2022

( Pre-release : April 21, 2022 )

New Feature

Conflict Detection for Changes

Freeze and Maintenance Window Configurations & Details

Change Scheduler

Change Calendar View

May 02, 2022

New Features

Asset Life Cycle

Asset life cycle, previously announced as beta, is now generally available. Asset life cycle allows you to define a sequence of states that an asset goes through, typically from purchase to disposal. The asset life cycle can be created and published with the help of a visual builder using simple drag-and-drop actions.

To configure asset life cycle, go to Setup > Automation > Life Cycles > Asset Life Cycles.

Sample Asset Life Cycle:

When defining asset life cycle, you can also configure customized transitions based on your requirements. The life cycle contains asset states and transitions. The transitions are paths that connect two states. The transition configurations are divided among three phases namely, Before, During, and After. Each transition phase can be configured with rules to check for criteria and trigger corresponding actions, such as update fields, execute custom actions, trigger webhooks, or send notifications.

You can also connect multiple states to a single state without duplicating transition configurations by marking a transition as a common transition.

Each life cycle can be associated with only one product type.

Sample configuration:

To learn more, click here.

Note: Assets can exist with or without asset life cycle. When an asset life cycle is configured for a product type, it takes precedence. So, fields are mandated and rules are applied based on the configurations in the asset life cycle. If no asset life cycle is configured for a product type, then the system will enforce the default mandatory fields and apply default rules. For example, User and Department fields will be mandated for the "In Use" state and their values will be reset for the "In Store" state.

April 26, 2022

Enhancements

General

Projects

Assets

Issues fixed

General

Requests

Changes

Projects

Solutions

Assets

CMDB

Reports

April 19, 2022

( Pre-release : April 07, 2022 )

Enhancements

Custom Menu for Releases

Custom menu is now available for releases which allows you to create customized actions that can be performed on releases. You can configure an action for a custom menu by using a custom function, custom widget, or by invoking a URL. To create a custom menu for releases, go to Setup > Developer Space > Custom Menu > Custom Menu for Release.

Once created, you can find the menu options as a drop-down in the release details page.

Note: The availability of custom menu in release details page is subject to the configured conditions in the custom menu.

Custom Widgets for Releases

Custom widgets are now supported in the release module. You can add custom widgets to release custom menu, release details subtab, release detail right-side panel, and release stage subtab. To enable custom widgets for releases, go to Setup > Developer Space > Custom Widgets, click your preferred widget name to expand its details, and use the appropriate toggles against your preferred locations in the release module.

New Operator in Business Rules and Triggers

Added a new operator "is changed" for configuring conditions in business rules and triggers. This operator can be used when you want to execute an action if a field value has been changed.

Note: This operator is not supported for multi-select picklist fields.

User Delegation Enhancement

SDAdmins and HelpDeskAdmins can now allow technicians or requesters to configure their own delegation for unavailability. Admins can find the option under Settings > Automation > Delegation.

Azure AD User Sync Enhancements

You can now import users from Azure AD based on criteria. This helps to import only the intended users. You can also custom map imported fields from Azure AD with the respective SDP fields to suit your requirement. To perform these actions, click Configure on Azure AD User Sync card under Integrations.

April 05, 2022

New Features

Asset Life Cycle (Beta)

Introducing asset life cycle that allows you to define a sequence of states that an asset goes through, typically from purchase to disposal. The asset life cycle can be created and published with the help of a visual builder using simple drag-and-drop actions.

To configure asset life cycle, go to Setup > Automation > Life Cycles > Asset Life Cycles.

Sample Asset Life Cycle:

When defining asset life cycle, you can also configure customized transitions based on your requirements. The life cycle contains asset states and transitions. The transitions are paths that connect two states. The transition configurations are divided among three phases namely, Before, During, and After. Each transition phase can be configured with rules to check for criteria and trigger corresponding actions, such as update fields, execute custom actions, trigger webhooks, or send notifications.

You can also connect multiple states to a single state without duplicating transition configurations by marking a transition as a common transition.

Each life cycle can be associated with only one product type.

Sample configuration:

To learn more, click here.

Note: Assets can exist with or without asset life cycle. When an asset life cycle is configured for a product type, it takes precedence. So, fields are mandated and rules are applied based on the configurations in the asset life cycle. If no asset life cycle is configured for a product type, then the system will enforce the default mandatory fields and apply default rules. For example, User and Department fields will be mandated for the "In Use" state and their values will be reset for the "In Store" state.

Limitations

As ServiceDesk Plus Cloud mobile apps support only a limited number of asset fields and forms, managing assets via mobile apps may not work as expected if an asset life cycle with mandatory fields is configured for the corresponding product types.

Asset Association

You can now associate assets with parent assets and also assign them to users simultaneously. The Assign option for assets now lets you establish a parent-child relationship between assets in addition to assigning them to users.

To establish a parent-child relationship, choose parent asset from the Associated To drop-down.

Note: After the association, the parent asset's user and department fields will be used for the child asset. These fields cannot be edited when editing the child assets.

Enhancements

Assets

Behavior Changes

Assets

March 31, 2022

Enhancements

Zia Prediction for Sub Category and Item

Zia can now be trained to predict the relevant sub category and item for requests. Administrators can train ZIA with 100 or more requests by enabling the prediction features from Setup > Zia > Artificial Intelligence.

Sub Category Prediction

Zia can train with service desk data to predict the top 3 relevant sub categories when requests are edited. Sub categories are predicted based on the applied category.

Item Prediction

Zia can be trained to predict the top 3 relevant items when requests are edited. Items are predicted based on the applied category and sub category.

Release Enhancements

March 28, 2022

New Features

Move requests between instances

You can now move requests from one instance to another instance. To do this, go to the request details page, select Move Request from the Actions menu, and provide the necessary details.

The original request in the source instance can either be retained with a completed request status or can be deleted (moved to trash). You can configure this under Setup > General Settings > Advanced Portal Settings.

To learn more, click here.

Note:

March 18, 2022

Issues Fixed

General

Requests

Problems

Assets

Purchases

Reports

March 11, 2022

Zia Priority Prediction

Zia can be trained with service desk data to predict priority for requests. After the training, Zia will suggest the top 3 priorities when you edit requests. Priority prediction is applicable only if the request priority is not defined by any existing configurations.

You can enable Apply Prediction from Setup > Zia > Artificial Intelligence to allow Zia to auto-apply the predicted priority for a request while creating it.

March 07, 2022

Issues Fixed

February 19, 2022

Enhancements

General

Notifications

Form Rules

Custom Operational Hours

Changes

Automatic Cancellation of Tasks and Reminders

Support for Bulk Closure of Changes

Send CAB Recommendations in Bulk

You can now send recommendations to multiple CAB members simultaneously. This option is supported in the CAB Evaluation stage.

Option to Restrict Change Owners from Editing Previous Stages

You can now allow/restrict change owners from editing any crossed stage. To do this, go to Setup > Customization > Change Management > Change Role, and select/unselect the Allow editing previous stages option. By default, the option will be selected and change owners are allowed to edit all stages irrespective of the current stage.

Option to notify other approvers on any approval action

Approval action taken by a change approver can now be notified to other change approvers who are yet to take an approval action. To do this, select the Notify if other approvers take any approval action option when configuring an approval node in change workflows.

Trigger Enhancements

The Conditions in change triggers now supports the following fields:

Field Update Enhancements

The Field Updates action for changes under Setup > Automation > Custom Action now supports multi-line description content for the following fields:

Report Enhancements

Import/Export Enhancements

Miscellaneous Enhancements

Solutions

Purchases

Integrations

Customization Support for Outlook Actionable Messages

You can now customize Outlook Actionable Messages. This option will be available when editing the respective notifications under the Notification Rules. For approval-notifications in changes and releases, the option will be available when configuring the respective approval nodes. To learn more, click here

Note: This option will be available only when Actionable Messages for Outlook is enabled under Setup > Apps & Add-ons > Integrations > Third Party Integrations.

Actionable Refresh Cards for Outlook and Microsoft Teams Bot Notifications

Actionable Messages for Outlook are now dynamic and refreshed based on the actions recorded in the email notification or the application UI. The refreshed cards are also updated in Microsoft Teams bot and chat notifications, if Outlook emails are configured in Microsoft Teams.

Issues Fixed

February 11, 2022

Enhancements

Multi-language Support for Survey Email Notifications

Issues Fixed

General

Requests

Projects

Contracts

Integrations

February 08, 2022

Enhancements

Support for New Languages

Issues Fixed

Requests

February 02, 2022

( Pre-release : January 25, 2022 )

Service Requests SLA Enhancement

UI Changes

Behavior Changes

Issues Fixed

January 27, 2022

Technician - Site & Group Association

January 21, 2022

( Pre-release : January 10, 2022 )

New Features

Create Custom Widgets from Reports

You can now convert tabular reports that contain charts into widgets for dashboards.

For new reports, enable the appropriate option while saving the report from the report details page.

For existing reports, use the Access to Dashboard toggle against your preferred report in the reports list view to enable/disable widgets .

Note:

To learn more, click here.

Enhancements

Custom Function Usage Stats

Technicians with access to custom functions can track the execution usage per month and webhook calls per day that are made via Custom Functions. A colored progress bar is used to indicate the quota of executions and webhook calls remaining.

Release Roles Enhancements

In the New Release Role form, a new attribute Field Key is introduced to provide a unique identification for the release role. This field can be configured only when creating the release role.

In the release list view page, you can now filter releases based on release roles.

You can configure custom actions such as Field Update/Custom Trigger to modify the Release Roles in a release request.

When configuring a release workflow, you can add release roles as criteria under conditions.

In release history, you can now search based on release roles.

Behavior Change

In release roles, the attribute User Type can be configured only when creating the role.

Issues Fixed

Integrations

January 10, 2022

Enhancements

Form Rules

You can now configure request form rules with the CI field as a condition which supports the following actions:

Issues Fixed

General

Releases

Assets

January 05, 2022

Triggers for Request Sub Entities

You can now configure custom triggers for request sub-entities such as tasks, approvals, approval levels, notifications, and notes.

Configure triggers to be executed when the entity is created, edited, and/or deleted.

You can also configure custom actions such as Custom Functions, Tasks, Notifications, and Webhooks for request sub-entities.

To learn more, click here.

Request Settings Enhancements

Requests that are in "on hold" status can now be moved to a custom "in progress" status. This setting can be configured for all requests with any "on hold" type status or specific "on hold" type status. You can configure this under Setup > General Settings > Advanced Portal Settings. To learn more, click here.

Note: This configuration replaces the existing "Reopen on hold requests when requester replies" option under the Advanced Portal Settings.

December 29, 2021

( Pre-release : December 24, 2021 )

Secondary Email and Technician Additional Field Enhancements

OrgAdmins/SDAdmins can now add a secondary email to user accounts via CSV import of users or using provisioning tools. However, the secondary email will not be displayed anywhere in the application and will be used only for login purposes.

When importing users in bulk via CSV file or provisioning tools, OrgAdmins/SDAdmins can now map technician additional fields.

OrgAdmins can allow/restrict changes in the primary email of users via CSV import or provisioning tools using the toggle button under ESM Directory > Organization Details > Other Settings.

December 22, 2021

( Pre-release : December 6, 2021 )

New Features

Problem Form Rules

New Asset Widgets for Dashboards

Enhancements

Tabular Reports Enhancements

Support for requesters to create change requests

Change Form Rules Enhancement

Dashboard Filter Enhancement

Decemeber 10, 2021

Issues fixed

General

Requests

Problems

Projects

Releases

Solutions

Assets

Decemeber 07, 2021

Azure User Import

ADManager Plus Integration: Support for New Operations

The following new operations are now supported in the ADManager Plus widget.

These operations are available only after upgrading to the latest version of ADManager Plus widget.

Decemeber 03, 2021

Behavior Changes

Changes

Decemeber 01, 2021

Lookup Field Enhancements

Limitations

Currently, ServiceDesk Plus Cloud mobile apps (iOS and Android) do not support adding/editing requests when their corresponding templates contain mandatory lookup fields.

November 16, 2021

Enhancements

Customize Query Reports

You can now generate query reports with a custom date/time range. To do this, go to Reports > Query Reports, click the edit icon beside your preferred report, select a Filter By criteria (Created Time or Last Updated Time) from the drop-down, and choose your preferred time period.

You can also customize query reports directly from the details page after generating the reports. To do this, click Edit on the top left, modify the Filter By criteria and time period as required.

November 02, 2021

Enhancements

Requests

Purchases

Surveys

Issues Fixed

General

Requests

Solutions

Purchases

Reports

Integrations

October 20, 2021

GApps User Import Enhancements

Field attributes such as site, job title, employee ID, phone, mobile, reporting manager can now be imported along with the basic user details while importing users from Google Apps.

October 15, 2021

Enhancements

Integrations

October 13, 2021

Behavior Changes

General

Technician Groups

API

Mailbox

October 11, 2021

Enhancements

Default Formatting for Rich Text Editors

You can now configure the default font and font size for all rich-text fields across the application. To do this, click the profile icon, select Personalize, and choose your preferred font and font size under the Rich text editor style section.

Note:

Asset Vendor Import Implementation

Vendor details and vendor-product association can now be imported via CSV files from Setup >> Data Administration >> Import Data. Click here to learn more about importing vendors.

Apart from administrators, users with SDAsset Manager and AssetConfig roles can also import data into the Asset module. However, the user, site, and department associated with an asset can only be updated if the user does not have administrator permission

October 5, 2021

UI Enhancements

Requests

Assets

Issues Fixed

Requests

Purchases

October 1, 2021

Cloud Telephony Integration

ServiceDesk Plus Cloud now contains built-in telephony integration that allows calls to be made, received, and logged in the application. After the administrator enables the integration, technicians can initiate and receive calls in the application directly. The important pointers discussed can be documented as call description.

Depending on the service provider, technicians can perform calls using either of the following ways:

Call details are logged under Setup >> Data Administration >> Telephony Log.

To learn more about Cloud Telephony integration, click here.

September 30, 2021

New Feature

Integrations

TeamViewer Integration

You can now integrate TeamViewer with ServiceDesk Plus Cloud. The integration supports both regular remote session, which allows you to gain access to the user's screen and input control, and pilot session, which allows you to gain access to the remote device's camera for real-time streaming. To enable this integration, go to Setup >> Apps & Add-ons >> Integrations >> Third Party Integrations, and use the toggle on TeamViewer Card.

After integration, the technicians can access TeamViewer using the widget on the right-side pane of the request details page.

ADManager Plus Integration

You can now integrate ADManager Plus with ServiceDesk Plus Cloud. This integration allows you to perform different user operations pertaining to ADManager Plus directly from ServiceDesk Plus Cloud. To enable this integration, go to Setup >> Apps & Addons >> Integrations >> ManageEngine Integrations, and use the toggle on the ADManager Plus card.

After enabling the integration, a web tab for ADManager Plus will be added. Go to the web tab and configure the custom widget to allow the technicians to perform various user operations directly from the ADManager Plus widget on the right-side pane of the request details page.

September 28, 2021

New Feature

Release Form Rules

Introducing Release Form Rules that allows you to create rules based on custom criteria to perform various actions such as, Hide Fields, Show Fields, and Mandate Fields on release request fields.

The rules can be applied based on the type of user or the template. Users can also customize when to execute rules, based on various form events.

The Release Form Rules can be created under Setup >> Templates & Forms >> Form Rules >> Release Form Rules.

Note:

Enhancements

Requester Portal Customization: Support for uploading images

You can now use upload images and use them as requester portal's background and icons via basic customization. A Gallery is added where you can upload, view, use, or remove images directly from ServiceDesk Plus Cloud without any need for external hosting. To access it, go to the requester portal editor (basic) and click Gallery.

To learn more about this feature, click here.

Note: Default images cannot be removed.

Zia Full View

Zia Chatbot can now be loaded in a separate window to perform all Zia related operations. Users can access multiple service desk instances from the Chatbot window and switch between different instances as needed. Admins can enable Zia from the chatbot window.

To learn more, click here.

September 09, 2021

( Pre-release : August 31, 2021 )

Integration

Zoho Survey Integration

ServiceDesk Plus integrated with Zoho Survey, a powerful survey creation tool. Administrators can build complex survey templates within minutes. Zoho Survey allows administrators to collect, analyze user responses and gain valuable insight into customer experience.

To enable the integration, go to Setup >> Apps & Add-ons >> Zoho Survey. You can manage the Zoho Survey settings from Setup >> User Survey.

You can automate surveys to be sent to users and trigger different survey templates based on the request via survey rules.

To learn more, click here.

Enhancements

Imports

Import Orgrole User association data

ServiceDesk Plus Cloud now supports organization roles association with users, sites, regions, departments, and groups for all levels, except Organizational Level.

To learn more, click here.

Generic Import Option for Worklogs

Releases

Release Tasks and Worklogs Enhancement

Release Engineers (with permission to edit releases) and Release Managers can now delete pending approvals in a release stage after the release has crossed the stage. If no release manager is assigned for the release, users with SDRelease Manager role can perform the action.

Behavior Changes

Changes

Removal of Old Status in Changes

The old status in changes are no longer supported. All entries relating to old status in changes will be removed from change status list view, change history, sandbox, triggers, notification variables, and API endpoints.

Note: You can still generate change reports with old status when required.

Releases

Release Tasks and Worklogs Enhancement

Task owners who cannot access the release module can now view and edit release tasks assigned to them. They can also add and manage worklogs in their release tasks.

Release engineers, who do not have access to all releases, can now view the tasks of releases assigned to them from the home page.

September 06, 2021

Enhancements

New Attributes for Requester Portal Editor

Added new attributes that allow you to invoke Zia and Live Chat using HTML elements within the requester portal. These attributes are available in the basic requester portal customization. To add these attributes, go to Setup >> General Settings >> Requester Portal >> Requester Portal Customization, click Configure on the BASIC card, and click the edit icon on the top-right to open the HTML editor.

Note: The attributes do not affect the options for Zia and Live Chat on the footer bar.

Requests

Issues Fixed

Tasks

Solutions

Assets

Reports

August 30, 2021

Custom Domain Enhancements

Enhancements

Custom domains are now verified in ServiceDesk Plus Cloud at their time of creation. If the CNAME of the sub-domain is not configured and resolved globally, the custom URL will not be created.

Behavior Changes

Once created, custom URLs cannot be edited further. Users can remove the custom URL and add a new URL, if needed.

The default URL of the application in all emails from ServiceDesk Plus will now be sent using HTTPS protocol.

August 25, 2021

( Pre-release : August 16, 2021 )

Zia Prediction

Zia can now be trained to predict the relevant technician, category, and template for a request. Administrators can train ZIA with 100 or more requests by enabling the prediction features from Setup >> Zia >> Artificial Intelligence.

Technician Prediction

Zia can be trained to predict the relevant technicians to handle a request by training with the service desk data. After the training is over, Zia will suggest the top 3 relevant technicians for a request during edit. To allow Zia to auto-apply the predicted technicians, facilitate Technician Auto Assign and select Artificial Intelligence (Zia) as the technician auto assign model.

Category Prediction

Zia can train with service desk data to predict the relevant categories for requests. After the training is over, Zia will suggest the top 3 relevant categories while editing requests. Category Prediction is applicable only if the request category is not defined by any existing configurations.

You can enable Apply Prediction from Setup >> Zia >> Artificial Intelligence to allow Zia to auto-apply the predicted category for a request after creating it.

Template Prediction

Zia can also be trained to predict the appropriate template for a request when users edit the requests or convert from service to incident and vice-versa.

Zia Enhancements

Multiportal Support

Zia is now supported for HR and Facility instances as well. The default actions and custom actions of Zia are specific to the instance it is configured for. Actions configured for one instance will not be reflected in other instances.

Similar Requests

Users can now fetch similar requests based on a request?s ID or subject. In the Zia Chatbot, select Similar request. The requests similar to the specified ID/subject are fetched from the last 1000 requests. The fetched requests can be filtered based on the time of creation within the last 24 hours.

Asset and CMDB Enhancements

Test Webhooks

When configuring a webhook, SDAdmins can save and test the webhook to avoid potential errors before associating it with triggers or life cycles.

August 19, 2021

New Feature

Zoho Directory Integration

Zoho Directory allows you to manage all your organization users across different applications. With this integration, you can perform various user management operations such as add or edit user, configure roles or permissions, designate user as requester or technician, assign users to groups, monitor login activity, change passwords, configure security policies, etc.

To set up the integration, log in to Zoho Directory as admin, go to Admin Panel >> Applications >> Add Application, search for ServiceDesk Plus and click Add. Finally, choose your preferred ServiceDesk Plus instance and confirm the users in the instance to add them to Zoho Directory.

Note: The Zoho Directory integration can be enabled independently for each ServiceDesk Plus instance.

August 17, 2021

Behavior Changes

Tasks

Imports

Option to download the import summary file is now limited to select entities:

Issues Fixed

General

Requests

Changes

Solutions

Purchases

Integrations

August 13, 2021

( Pre-release : August 04, 2021 )

New Feature

Consumables

ServiceDesk Plus Cloud now allows you to effectively track and manage consumables from Assets tab.

Using Consumables, you can:

New Consumable Form
Consumables Details Page

To learn more, click here.

August 04, 2021

( Pre-release : July 28, 2021 )

Enhancements

Releases: Import Releases, Release Tasks, and Release Conversations

You can now import Releases, Release Tasks, Release Conversations, and Attachments for releases and release tasks under Setup >> Data Administration >> Import Data. The supported file formats are .csv, .xls, and .xlsx.

Additional Fields

Additional field types such as Decimal, Currency, Percent, Check Box, Radio Button, Decision Box, and Auto Number are now available for Releases and Problems.

The maximum number of additional fields for Releases and Problems is increased to 150 each.

July 28, 2021

Modern Authentication for Office365 and Outlook Mailboxes

You can now use Modern Authentication, which is based on OAuth 2.0, for connecting to Office 365 and Outlook mailboxes.

A new button Switch and Configure, which allows to switch between modern authentication and basic authentication, has been added for customers who are already using Office 365 and Outlook mail services.

Mail fetching will continue over basic authentication until modern authentication configuration is completed. To complete it, provide the necessary details for configuring modern authentication and click Finish Configuration.

For a new mail server configuration, go to Setup >> Mail Setting >> Mail Server Settings, select your preferred option, and use your login credentials to authorize the connection.

Note:

July 22, 2021

( Pre-release : July 12, 2021 )

Enhancements

Notify Original Approver: Delegation-specific Notification Rules Enhancement

The following Delegation Notification Rules are added under Admin >> Automation >> Notification Rules >> Other Notifications:

Custom Widgets

Users can now bring external services inside ServiceDesk Plus Cloud by embedding widgets in various locations such as Dashboards, Custom Menu, Request Details page, Add/Edit Request form, Change Details page, Asset Details page, and Setup. within the application. Custom widgets can be configured in given custom widget package and hosted locally or on Sigma server.

Administrators can provide the location of widget items, connection details, variables details, and custom modules configuration in the custom widget package. The configurations and display locations of the widget items can be managed under Admin >> Developer Space >> Custom Widgets.

New Closure Rules for Releases

Added support for mandating new fields in different stages of releases via release closure rules, as listed below.

You can access the release closure rules under Setup >> Automation >> Closure Rules >> Release Closure Rules.

Note: While mandating the Details field in the Development stage, adding value to either Description or Attachments is sufficient.

Behavior Changes

Releases

The Test Cases field in the UAT Stage is now renamed to Test Plans.

July 14, 2021

Enhancements

General

Behavior Changes

Requests

Issues Fixed

Requests

Changes

Assets

Reports

July 09, 2021

( Pre-release : June 17, 2021 )

Enhancements

Purchases and Contracts Enhancements

Purchase Dashboards

Purchase Reports

Purchase Template:

Purchase Orders

Contracts

Change and Release Enhancements

Stage transition restrictions for changes and releases

You can now restrict stage transitions in changes and releases to specific roles/users.

For changes, the stage transitions can be restricted to specific roles/users. To do this, go to Setup >> Automation >> Workflows >> Change Workflows and select an appropriate option under Workflow Settings.

For releases, the stage transitions can be restricted only to the release manager. To do this, go to Setup >> Automation >> Workflows >> Release Workflows and select an appropriate option under Workflow Settings.

Change Notification and Conversation Enhancements

Change Downtime Enhancements

Notification and Conversation Enhancements

Note:

Issues Fixed

Changes

July 05, 2021

Localization of Notifications for Non-login Users

The language used for notifications sent to non-login users will be based on the first available configuration selected from the items below as listed in the order of priority.

The localized notifications will be sent only when the notification templates are configured in the respective languages and the Allow template customization in user's language option is enabled under Notification Rule Settings.

Note: All localization options are available only for accounts using a multilingual license.

June 24, 2021

Custom Scripts for Field and Form Rules

Custom Scripts are now supported in request Field and Form Rules. Using Custom Scripts, you can modify request forms dynamically based on user input.

Click here to view sample custom scripts for Field and Form Rules.

You can add and manage the Custom Scripts configured in the application under Setup >> Templates and Forms >> Custom Scripts.

Group Filter for Dashboards

Introducing group filter that allows you to filter information based on groups for widgets relating to request, problem, change, and release modules across all dashboards. The drop-down filter on the top-right corner of the dashboard now allows you to select both site and group. The Request frequency and Enable SmartView options are now moved under a gear icon adjacent to the filter drop-down.

For groups, you can choose All Groups, Not in any Group, or a specific group based on the site selected.

You can now limit the filtering to the current dashboard or extend it to all dashboards using the Apply to this dashboard only toggle.

Discover Product Panel for Requester Portal

The Discover Product panel is now added to the requester portal. It provides multiple resources for requesters to learn more about the application. This can be accessed by clicking the bulb icon on the lower-right corner of the requester portal.

June 17, 2021

Behavior Changes

Azure AD User Sync

Users imported via Azure AD User Sync will no longer be sent an email with OTP for their first-time login if their domain is already verified.

June 08, 2021

Enhancements

Assets

Behavior Changes

Changes

Assets

Issues Fixed

General

Requests

Projects

Solutions

Assets

June 01, 2021

( Pre-release : May 10, 2021 )

Advanced Customizations for Requester Portal (Beta)

You can now customize the requester portal with advanced options like panels, buttons, lists, snippets, etc over pre-defined or custom templates. To access these customizations, go to Setup >> General Settings >> Requester Portal >> Requester Portal Customization and click Configure on the ADVANCED card.

Note: The customization options that were previously available will now be identified as Basic Customization. To access it, go to Setup >> General Settings >> Requester Portal >> Requester Portal Customization and click Configure on the BASIC card.

Problem Module as an Add-on

Problem Module is now available as an add-on for Standard and Professional editions.

Problem Enhancements

Configure tasks within problem templates. When creating a problem, technicians can choose the tasks to be triggered on problem creation.

When changing the template associated with an existing problem, the technician can choose to delete or retain the tasks associated with the previous template.

You can now forward/reply to conversations from within the problem details page. You can also save drafts which will be listed in the right panel of the problem details page.

Under the history tab of the problem details page, you can search for a particular activity or sort the activities based on the time, users involved, and the type of action.

May 25, 2021

Behavior Changes

Integrations

Issues Fixed

Integrations

May 20, 2021

( Pre-release : April 29, 2021 )

QR Code Support

Add assets by scanning QR Codes from vendors. You can also generate your own custom QR codes for new and existing assets.

Trigger and custom actions for Asset, CMDB, and Release

You can now configure triggers for Assets, CMDB, and Release modules and execute actions such as triggering notifications and web hooks or run scripts as custom functions on entities that meet your specific conditions.

You can also configure triggers to initiate tasks for the Release module.

Custom Triggers (Setup >> Automation >> Triggers)

Custom Functions (Setup >> Developer Space >> Custom Functions)

Asset Bulk Edit

You can now edit Assets and Asset Components in bulk from the Asset list view page.

Other Enhancements

You can now select CIs in bulk in Request, Problem, Change, and Release forms. To do this, click and select the CIs from the list view.

May 6, 2021

Enhancements

Assets

Behavior Changes

General

Issues Fixed

General

Requests

Changes

Assets

CMDB

May 3, 2021

Issues Fixed

Reports

April 29, 2021

Enhancements

Updating existing records using Import Wizard

You can now choose to update existing records without adding any new records during imports. This feature is available for all modules that support bulk data import. This option is available under Setup >> Import Data.

New filter for user list view

You can now filter users in the requester or technician list view based on the availability of login credentials using the Filter by User Category drop-down. The available filtering options are: All Users, Login Users, and Non-Login Users. This option is available under Setup >> Users & Permissions >> Requesters/Technicians.

April 21, 2021

( Pre-release : March 29, 2021 )

Enhancements

CMDB

Introducing Sync Rules that allow you to define rules to perform various actions on CIs and their relationships based on the data available in Assets and Software Installations. You can define rules for the following actions.

To define a sync rule, go to Setup >> Customization >> CI Types, choose the preferred CI Type or create a new one and then select Sync Rules.

April 15, 2021

Enforcement of Default Language for Notification Templates

All existing customers will be required to select a default language for notification templates. A one-time screen will be shown to select the language for users with administrative privileges under Setup >> Automation >> Notification Rules.

The language selected using this configuration is required to generate all future default notification templates.

Note:

April 07, 2021

Enhancements

Problems

Changes

Issues Fixed

General

Requests

Changes

Projects

Solutions

Assets

March 25, 2021

( Pre-release : March 02, 2021 )

New Features

Requests

Complete Request on Denial

Requests rejected by approvers can now be moved automatically to any completed status. SDAdmins can configure this under Setup >> General >> Advanced Portal Settings.

Task Worklog Timer

Projects

Project Key ID

Project ID is now shortened and comes with a modifiable prefix. Sample project ID format PJT-≤numerical value>.

Project Default Template

Enhancements

Change Template

Projects

Request Notifications

Task Notifications

Change Additional Fields

Behavior Change

Requests

Changes

Tasks

Issues Fixed

Reports

March 24, 2021

Enhancements

Tasks

March 09, 2021

Enhancements

General Tasks

March 05, 2021

Enhancements

Changes

Change Form Rules

General

Issues Fixed

Requests

Projects

Assets

Solutions

Integrations

General

February 18, 2021

Custom Domain - SSL Certification

SSL Certificate for custom domains can now be applied from the ESM directory. After SSL is certified and updated, the application will run only in HTTPS mode.

Users who have not applied SSL certification for an existing custom domain can navigate to ESM Directory >> Manage Portal and click Apply SSL certification. An email will be triggered to the support team and the status of the certificate will be displayed as a note on the Manage Portal page.

February 09, 2021

( Pre-release : January 29, 2021 )

Enhancements

Webhook

Webhook URL now support substitution variable. You can substitute variables using the dollar ($) sign.

Webhook calls now have a soft quota monitoring threshold of 500 calls per day for free users and 3000 calls per day for paid users across all editions. You can track your daily usage against this threshold under Setup >> Automation >> Custom Actions >> Webhooks.

Release Notification in Custom Actions

While configuring notifications for releases in Custom Actions, the Notify To drop-down is updated to configure release notifications to Owners of Associated Changes, Owners of Associated Projects and Group Members.

The Release Users and Roles updated in Custom Actions are also reflected in approvals, notes, release status template, and while configuring notifications in release workflow.

Release Notification in Notification Rules

Release notifications rules are updated under Setup >> Automation >> Notification Rules as follows:

New Features

Asset

Name Format Customization for Workstations and Servers

The name format of scanned workstations and servers can now be customized to display only the workstation/server name or the fully qualified domain name (FQDN). The FQDN can further be customized to show either the Active Directory Domain Name or DNS Domain Name.

You can configure this under Setup >> Probes & Discovery >> Settings >> Workstation Name Format.

Note: With this enhancement, Active Directory Domain Name will be used as the default domain name to create FQDN for workstations and servers.

Query Reports under Asset Loan

Added a new query report Loaned Assets - Expired which generates reports based on only the assets that are currently in loan expired state and have not been returned.

The existing query report Loan Expired Assets is renamed to Loaned Assets - Expired (All time) which generates reports based on all assets that were/are in loan expired state whether they have been returned or not.

February 02, 2021

Enhancements

Requests

Behaviour Changes

Requests

Tasks

Issue Fixed

Requests

Problems

Changes

Solutions

Assets

Contracts

Integrations

Client

General

January 30, 2021

Enhancements

Email format

The format of user invitation emails, account confirmation emails, and OTP emails are updated as follows:

User Invitation Email:

Account Confirmation Email:

OTP Email:

User Invitation in Multi-Language

User invitation emails can now be configured in various languages supported by ServiceDesk Plus Cloud. The invitation emails are sent in the language of the site where the user is invited to. If the site language is not configured, the email will be sent in the language of the administrator who is adding the user.

Microsoft Teams Integration

SAML Authentication support is now added for Microsoft Teams integration.

Existing buttons Sign in with Zoho and Sign in with Office 365 are removed and replaced with a single button Sign In that supports all modes of authentication.

January 22, 2021

( Pre-release : January 11, 2021 )

Change Form Rules

Introducing Change Form Rules that allows you to create rules based on custom criteria to perform various actions on change fields such as, Hide Fields, Show Fields, and Mandate Fields.

The rules can be applied based on the user or the template used. Users can also customize when to execute rules, based on various form events.

The Change Form Rules can be created under Setup >> Templates & Forms >> Form Rules >> Change Form Rules.

Note:

Asset Replenishment

Configure notifications for alert when the assets in the inventory fall below the threshold. Email notifications will be sent to the relevant technicians every day until the assets are restocked. The Asset Manager/Administrator can configure threshold for Products/Product Types available in-store.

To set up the configuration, navigate to Assets >> Asset Replenishment and configure notifications under Admin >> Automation >> Notification Rules.

Site Locale and Locale Specific Notification Templates

Site Locale enhancements

Configure language settings for each site under Setup >> Instance Configurations >> Sites. For users imported from verified domains, language will be auto-configured based on the department's Site they are assigned to.

Locale-Specific Notification Templates

Administrators can configure notifications to be sent in the user's language by enabling Allow template customization in user's language under Setup >> Automation >> Notification Rules >> With Default Templates.

The language for notification templates can also be configured while customizing templates in Notification Rules. In case of multiple users, the notification for an entity will be sent in the selected language of the specific site to which it is associated. If templates are not configured in the user/site language, the default template will automatically be used.

Service Requests SLA Enhancements

First Response Escalation and Field Value updates on Escalation for Service Request SLA

Configure escalations for Service Requests that violate the first response SLA. Users can also perform actions on Service Requests that violate SLA by placing those requests in a group, assigning them to a technician, or even setting a new priority and level. Navigate to Setup >> Automation >> Service Level Agreements to explore these newly added actions.

January 15, 2021

Issues Fixed

When Azure AD User Sync integration is enabled:

The first name and last name fields from Azure AD are not in sync with the respective fields in ServiceDesk Plus Cloud.

The configurations are not applied for When users are deleted in Azure AD field if the Remove user from the service desk or Revoke service desk login access options are selected.

January 07, 2021

Deprecation of the older user interface (UI)

December 28, 2020

( Pre-release : December 15, 2020 )

Enhancements

Solutions

Topic Owners for Solution Topics

Review Date for Solutions

You can now configure a date to review solutions and update/remove them from the knowledge base as required. You can also configure notifications for topic owner regarding the solution review. Also, filter options are introduced to list solutions based on their review due.

Expiry Date for Solutions

Configure expiry date for solutions, after which the solutions will be automatically moved to expired state. Expired solutions cannot be retrieved/modified. You can configure notifications to be sent to the topic owner regarding solution expiry. You can view the expired solutions and solutions due for expiry using filters.

Additional Fields for Solutions

You can now configure additional fields for Solutions module under Setup >> Customization >> Additional fields.

Changes

Request additional fields, attachments, assets involved, and services affected are now copied when creating a new change from a request. Users can now choose the attachments to be copied and/or add new attachments as required.

Note: Request Additional fields will be copied only if the name and type of the fields match with change additional fields.

New approval rules for change and release workflows

Change and release workflows now support new approval rules "Majority to Approve" and "Percentage to approve." You can configure these rules when adding/editing Approval nodes in change or release workflow editors. To access workflows, go to Setup>>Workflows.

Zia Widget

Besides using Zia chatbot within ServiceDesk Plus cloud, you can now embed the chatbot as a widget into your website to allow technicians and end users to complete their help desk tasks from right within the website. You can find the HTML embed code under Setup >> Zia >> Zia Widget or by chatting with Zia.

UI Changes

Reply Template

Resolution template

Edit and Delete operations for resolution templates are now moved under beside the template.

December 23, 2020

Enhancements

Actionable Messages in Outlook for non-Microsoft SSO Users

Actionable messages in Outlook is now supported for all users who use Outlook irrespective of their login method (Microsoft SSO or otherwise). To perform actions via outlook, users should link their Outlook email account with ServiceDesk Plus Cloud using the appropriate link in the emails received from their help desk.

December 21, 2020

Enhancements

Changes

New Variable for Change Notifications:

Introducing a new variable ${downtime} for change notifications. The variable is resolved with information such as Scheduled Start, Scheduled End, Actual Start, and Actual End based on the configured downtimes configured under Planning or Release stages.

Support for editing Planning stage details:

Planning Stage details can now be edited by Change Manager or Changer Owner even after the change has progressed beyond the Planning stage.

Approvals

Approval Comment length has been increased from 250 to 1000 characters across all modules.

Behaviour Changes

The last scanned time in the asset summary dashboard referring to network/domain scan (Last scanned) time is removed.

Issues Fixed

Requests

Minor UI issue in resource questions drop-down menu.

Assets

Client

Provisioning Tool

Email notifications are unnecessarily sent when no users are added or deleted after provisioning tool sync.

December 15, 2020

( Pre-release : November 30, 2020 )

Users can now be addressed by their first name, last name, full name, or preferred name. The following fields have been introduced accordingly:

First Name - The First Name field is a mandatory field.

Last Name - The Last Name field is optional.

Name (Display Name) - Users can enter their preferred name in the Name (Display Name) field. If the field is left empty, the values of First Name and Last Name fields will be constructed as the display name, by default.

Note:

November 24, 2020

( Pre-release : November 9, 2020 )

New features

Custom Modules

Administrators can create modules based on their organization's needs using Custom Modules. Using custom modules, technicians can group data that cannot be categorized in the pre-existing modules. Custom modules can be displayed on the navigation pane along with the other modules as Web Tabs or kept private as Custom Configurations in Setup.

Data collected via custom modules can be used as lookup fields in other custom modules, Assets, and CMDB. You can also import data to custom modules and generate reports.

Web Tabs:

Custom Configurations:

Kanban View for Project Module Tasks

The tasks associated with a project can now be viewed and managed from kanban view. This view presents tasks in a billboard format where they are grouped and displayed as cards. Kanban view allows you to easily update the owner, status, and priority of a project task using a simple drag-and-drop action. Using kanban view, technicians can understand the quantum of work in each project at a glance and collaborate effectively.

Enhancements

New Advanced Permissions in Roles

Introducing advanced permissions to allow technicians who are assigned to request tasks to view their corresponding requests. To configure permissions, go to Setup >> Users & Permission >> Roles >> Edit Role/New Role and navigate to Requests under Advanced Permission section. Select one or both of the following as required.

When Allow task technician to access request is enabled, the technicians with this role when assigned to a request task can also view the corresponding request to which the task is associated.

When Allow technicians in task group to access request is enabled, the technicians with this role can view the request when an associated task is assigned to their technicians group.

Note: If these permissions are not enabled, the default access permission to request will be retained even if the request tasks are assigned to the technician/group.

Changes

Added a new closure rule Associated Release should be closed to the Change Close stage.

Releases

Process

Release requests will no longer be strictly dependent on change records. You can directly raise release requests using a template and later associate related changes if necessary. To accommodate this new workflow, changes will be linked to releases using the Associations feature rather than the Associated Change field in the release form.

Workflow

Stage and Status

Depending on your organization's workflow, you can reorder the release stages globally, excluding Submission and Close stages. The stages will be listed in the release details page in the customized order.

Template

Notifications

Details Page

List View

Deleted releases can be restored from Trash within 30 days from the day of deletion.

Dashboard and Reports

Behavior Changes

Issues Fixed

November 16, 2020

Issue Fixes

Azure AD User Sync

November 12, 2020

New Feature

Activities

Activities module displays data regarding the logged-in user's activities unified in a single page for easy management and tracking. Activities involve data from:

Technicians can view their activities in template and Kanban view.

Template View

The Template View displays the activities as an extensive list. It helps you monitor the time frame of activities at a glance.

Kanban View

Kanban view groups the activities to display them as organized boards. It provides you visually detailed information about the volume of work in each grouping criteria.

Enhancements

Issues Fixed

Unable to create maintenance records right after changing a request's template with the Delete the tasks from the previous template option enabled.

November 05, 2020

Change Enhancements

In change notifications, you can now add the associated group members as recipients. This option is listed under Change Users and Roles, which was earlier Change Roles.

Issue Fixes

Requests

Problems

Unable to generate schedule reports for problems when technicians have site access restrictions.

Changes

When a change stage approval is completed, the approval status is displayed as No Action Required instead of Pending Approval for users whose approval action is pending.

Assets

CMDB

Unable to import values for multi-select fields in CMDB.

Client

"Server Not Reachable" error message is thrown frequently when the network is slow.

General

Task attachments duplicate upon spot edit of any task field.

November 02, 2020

( Pre-release : October 15, 2020)

New Features

Mobile Device Manager Plus Cloud Integration

ServiceDesk Plus Cloud can now be integrated with Mobile Device Manager Plus Cloud (MDM Cloud). Technicians can view and track device information and perform MDM-related actions on smartphones and tablets managed in MDM Cloud via ServiceDesk Plus Cloud.

Custom Menu

Custom Menu enables you to build custom actions to perform within ServiceDesk Plus and other external applications upon the fulfilment of predefined conditions. Using Custom Menu, you can currently execute custom functions and invoke URLs in Requests, Assets, and Changes.

In-Product Communication

ServiceDesk Plus Cloud brings in a robust communication channel called Discover Product to notify users of product updates and engage them in various product learning activities. It also allows users to access the major application resources from a central location. You can access the Discover Product panel by clicking the Lightbulb icon on the footer.

Enhancements

Custom Functions

Under Setup >> Developer Space > Custom Functions >> Callback Functions, you can now input parameters in the 'Raw Data' format besides Form Data.

Tasks and Task Templates

Rich-text mode support is added to the Description field for all tasks across the application including tasks in home, requests, problems, changes, projects, releases, and task templates. Users can also switch between rich-text and plain text modes.

New Advanced Permission for Technicians

Introducing new advanced permission for technicians to manage ServiceDesk Plus Cloud subscription. Technicians can now be marked as "Subscription Manager" under the Advanced Permission section in Add/edit technician forms.

Enhanced Tracking of License Limits on Assets and Technicians

Based on the license, when node or technician count crosses 80 percent of the limit, a corresponding alert banner will be shown in user panel, asset dashboard, IT asset list view, IT asset card, asset import page, and technician list view. The banner provides information on the total limit and current usage of nodes or technicians, an option to upgrade (for technicians with Subscription Manager permission) or notify (for other technicians), and an option to set a reminder frequency.

License-alert banner for assets:

License-alert banner for technicians:

You can now view the total limit and current usage of assets, technicians, probes, and custom apps at any time by clicking View plan details from the User Panel by clicking the profile picture on the top-right corner.

Redesigned user panel:

Behavior Change

Introduced new product types?Smartphone and Tablet. Product types already added with these names will be renamed to 'Smartphone_old' and 'Tablet_old.

Oct 30, 2020

Requester Portal Editor Enhancements

Introducing a new attribute, click-action="load-request-templates-popup", to configure a single button in requester portal to invoke a unified view of both incident and service templates grouped under service categories.

To configure it, go to Setup>>General Settings>>Requester Portal>>Requester Portal Customization. Click Customize and then click the edit icon to open the HTML editor and add the attribute to a preferred button.

Note: This new attribute can be located under Attributes dropdown in the HTML editor and will be identified with the name Create Request. The existing attribute of the name Create Request, used to invoke the default incident template, will be now called Create request on default template.

Oct 29, 2020

API Updates

We have improved the format of some of our JSON APIs to meet the latest security standards. If you are using these APIs, please update them manually for continued usage. Feel free to contact our technical support team for any assistance.

Oct 23, 2020

Issue Fixed

Filters in Projects and General Tasks

Issues with marking favourite filters in Projects and Global Tasks have been fixed.

Oct 21, 2020

New Feature

Sync Azure AD Users with ServiceDesk Plus Cloud

ServiceDesk Plus cloud brings you a scheduler to import users from Azure Active Directory (Azure AD) and keep the information periodically synced. When enabled, the scheduler, by default, brings in users' basic information such as name and email address. You can, however, authorize the scheduler to bring in the complete user information besides basic details. Enable and configure the scheduler under Setup >> Apps & Add-ons > Third Party Integrations >> Azure AD User Sync.

To learn more, visit this page.

October 09, 2020

General Availability of New UI

After a successful beta test, the new user interface is ready to be launched for a global audience in the first week of October. During the beta test, we identified and addressed more customer needs and further enhanced the user experience. Here are some of the highlights:

New UI Enhancements

SmartView in Dashboards and Scheduler

Improved and redesigned SmartView pop-up with better look and feel, additional functionalities, and customizations.

Pin Favorite Custom Views and Dashboards

You can now pin favorite custom views and dashboards as quick links on the toolbar. This enables faster switching between your favorite custom views or dashboards.

Rename SSP widgets

SDAdmins can now rename the default widgets in Requester's Self-Service Portal.

Improved Scroll Bars

Improved look and feel of scroll bars for better usability.

Color-code Requests

You can now color-code requests in the list view page based on their Status, Priority and Category.

Performance Tuning

Optimized the application performance.

To learn more about the new UI, check this PDF out. The old interface will be retired in December this year. Please make the swtich to the new interface before that.

Issues Fixed

September 30, 2020

Enhancements

Changes

In the change workflow editor, you can now configure the Close - Completed status to pass through a notification or condition node before the workflow ends. Using this, you can check for conditions to be satisfied or keep related users informed about the change closure.

Assets

Added AES-256 encryption for SNMPv3 scanning.

Integrations

Technician name will now be included when posting notes-related history to Jira comments.

Behavior Change

When a task is assigned to a technician without permission to view changes, the technician can view/edit the corresponding task and add/manage work logs.

Issues Fixed

Requests

Changes

Assets

CMDB

Purchases

Client

General

September 23, 2020

Requester Home Page Customization Using Default HTML Widget

The requester home page comes with a default HTML widget, which can be edited to reflect your organization's design, logo, color, business glossary, and the like. You can apply a template to the HTML widget and further customize it using the HTML editor. The HTML widget is also packaged with standard help desk action menus, canned widgets, and URL widgets, which can be incorporated on demand to achieve full-page customization.

To learn more, visit this page.

Attachment Import and Export

You can now import and export attachments from changes, change tasks, and request tasks. To perform the attachment import or export action, go to Setup >> Data Administration >> Import Data/Export Data.

September 18, 2020

Issue Fixed

Maintenance

The description was missing in the requests generated from old preventive maintenance tasks.

September 16, 2020

( Pre-release : August 25, 2020)

New Features

Maintenance Module

Preventive Maintenance Tasks are now converted as Maintenance module from where you can schedule and manage maintenance activities. Once a maintenance is scheduled, it will be executed as auto-generated requests to ensure smooth operating efficiency. The requests can be generated daily, weekly, monthly, periodically or just once. You can view the scheduled Maintenances in list view and calendar view.

List View:

Calendar View:

Global Variables

Global variables allow you to store information that can be referenced and invoked in custom notifications and webhooks by using the dollar ($) sign. Define global variables under Setup >> Developer Space.

Problems: Import Problems and Problem Tasks

You can now import Problems and Problem Tasks under Setup >> Data Administration >> Import Data. The supported file formats are .csv, .xls, and .xlsx.

September 08, 2020

Behavior Change

Editors across the application will support the following fonts: Arial, Serif, Courier New, Georgia, Tahoma, Times New Roman, Trebuchet, Verdana, Comic Sans MS, and Calibri.

September 04, 2020

Behavior Change

August 27, 2020

Requests

Enhancements

Reporting Manager Details

You can now view or edit the details of the Reporting Manager of a requester from the Requester Details section on the right-side of the request details page.

Note: The option to spot edit the Reporting Manager field is available only for technicians with edit requester permission.

Issues Fixed

August 24, 2020

Issues Fixed

Changes

Projects

Assets

Integrations

General

August 21, 2020

Requests

Issues Fixed

August 19, 2020

Requests

Issues Fixed

August 18, 2020

Issues Fixed

Requests

August 17, 2020

Issues Fixed

Requests

August 16, 2020

( Pre-release : June 22, 2020)

Requests Enhancements

Behavior Change in Request Field Mandate

Field mandate defined in request templates will take precedence over Form Rules that make the same fields optional, as opposed to the earlier behavior. This behavior change applies to instances where you have mandated certain fields in a request template and then used the 'Non-Mandate Fields' action on the same fields through Form Rules. In that case, we will introduce the following modifications in your setup during migration, to ensure that your incoming requests follow your form design even after the behavior change takes effect:

New Features

Add Sections in Request Templates

Group the related fields into sections to improve the field readability for end users and technicians. You can add a new section by using a simple Drag tool in the right panel of the request template. Besides grouping fields into sections, you can customize each section to define the number of columns, field orientation, and collapsible nature.

Service and Resource Cost

In service templates, you can specify the cost of the overrall service and the individual resources for approvers, technicians, and requesters to see. Providing service and resource cost helps approvers make better approval decisions on requests with improved clarity.

Resource Images

With the introduction of Advanced Layout in resources in service templates, you can add up to 5 images per option in a resource question. Resource images make it easy for users to choose the exact resource they need.

Reorder Resource Questions

You can prioritize resources and the questions within each resource by reordering them using a simple Drag tool.

Request History

Easily track all the request activities under History by looking for specific entries under Time, Field, and Operation filters. In service requests, you can also narrow down entries based on resources and service cost.

Preview Request Template

You can preview a request template to see how it will look for your end users and technicians.

Disable Request Spot Edit

Prevent your technicians from spot editing request fields by enabling the corresponding configuration in the Advanced Portal Settings.

Enhancements

Behavior Changes

Issues Fixed

To check out more What's New in Requests, visit this page.

July 24, 2020

Issues Fixed

July 14, 2020

New Feature in Project Gantt Chart

Export as PDF : You can generate PDF of Gantt Charts on a per project basis, with each chart containing a maximum of 1000 rows of milestones and tasks combined. This option is available under the Gantt Chart tab of the respective project details page.

Enhancements

Project Gantt Chart

Task Dependency Graph

Support for generating PDF from Task Dependency Graphs has been increased to 500 tasks.

Projects

Behavior Changes

Issues Fixed

Projects

General

July 07, 2020

Enhancements

Changes

Purchase

Issues Fixed

New UI (Beta)

Requests

Assets

Reports

July 02, 2020

Enhancements

June 26, 2020

Enhancements

Integration with Jira

ServiceDesk Plus Cloud integration with Jira now enables you to auto-update request notes in the linked Jira issue. Similarly, the comments you add to Jira issues will be auto-updated in the linked request notes. If you have already configured this integration, you need to reconfigure to get the new functionalities work in your service desk instance.

Issue Fixed

Unable to edit downtime in the change planning stage.

June 23, 2020

Configure File Protection Password

Ensure secure access to the data exported from ServiceDesk Plus Cloud by embedding them inside a password protected zip file. The password protection applies to individual module data exports and reports exported or scheduled in emails. The SDAdmin can configure a common password to be used by all users and non-users under Privacy Settings, and technicians can configure their login-specific passwords under the Personalize tab.

Access Reports in Zia Chatbot

Zia chatbot now supports an additional action called Zia reports, using which you can access your ServiceDesk Plus Cloud data in Zoho Analytics.

Import Request and Change Tasks

Import request tasks and change tasks under Setup >> DataAdministration >> ImportData. Besides associating the imported tasks with requests or changes, you can update them in subsequent imports.

June 19, 2020

Enhancements

New message variables namely Change Short URL and Task Short URL have been added to change and task notifications respectively.

Behavior Change

Organization Roles now allow you to assign up to 500 entities per user, be it sites, departments, direct reports, or other entities.

Issue Fixed

Unable to reconcile assets that contain any additional field other than the Decision Box.

June 11, 2020

New Feature

Workflow-Driven Stage-Status Configuration in Changes

In Change Workflows, you can configure the stages and statuses that a change must go through during its lifecycle. This customization was earlier reserved only for change statuses through the 'If you enable this option, only the status(es) added to the workflow will be displayed in the associated changes' option in the Advanced Portal Settings.

Now you can configure the global stage-status settings for changes under Workflow Settings in the change workflow list view.

Also, you can configure the workflow-specific settings under Manage Stage-Status inside each change workflow. While configuring specific stages and statuses in a change workflow, you can reorder the stages per your requirements as shown below:

Only the stages and statuses you configure in change workflows will be incorporated in the associated changes. The following screenshot explains how the stage-status configuration in a change workflow reflects in the associated change:

Behavior Changes

Enhancements

ServiceDesk Plus Cloud is now available in Czech language.

Issue Fixed

In Reports home page, Zoho Analytics banner will not be displayed unless the integration is enabled.

June 03, 2020

Enhancements

Requests

Changes

Assets

Behavior Change

Changes

Setup

Issues Fixed

Home

Requests

Changes

Projects

Assets

June 01, 2020

Issue Fixed

Spam Filter

Clicking the spam filter tab renders an empty page.

May 26, 2020

( Pre-release : May 05, 2020)

CMDB Business View

The UI of CMDB Relationship map is enhanced with a new set of icons. Furthermore, relationship maps can now be saved and viewed later as CMDB Business Views. Business Views present a summary of the relationship between various CIs, along with their critical data such as details, associated requests, changes, problems, releases, and CI distribution at a glance.

Asset Loan

With new capabilities and a complete makeover, the Asset Lease feature is now called Asset Loan. Using the Asset Loan feature, you can loan the assets in your organization to end users and technicians for a defined period. You can add multiple assets to a single loan, adjust an ongoing loan by adding new assets, extend or pre-close loans, return specific assets in a loan, and more. You can also easily track all the asset loans from a central panel and keep your stakeholders looped in on the asset loan management through pre-configured emails.

Here are some quick pointers:

After migration, leased assets will be marked as loanable assets and have loans created. Here's how an asset lease will look like after migration:

Asset Lease Before Migration

Asset Loan Created After Migration

To loan an asset, you must mark it loanable as shown in the following screenshot. You can mark an asset as loanable under Assets >> Asset Loan > Loanable Assets >> Mark Loanable Assets.

Alternatively, you can loan assets from the asset list view as shown below:

Here's the list of loanable assets:


When an asset is loaned, its status will be automatically set to In Use status.

Loanable assets will not have the Assign button displayed in the details page, instead, they will have options to be loaned or returned.

Asset Lease expiry notification will be available as Asset Loan Expiry notification in the notification rules.

May 12, 2020

( Pre-release : April 17, 2020)

Enhancements

Reports

Learn more about Report enhancements.

April 30, 2020

Enhancements

Change

While performing approval action on change requests from pending approvals or the approval link, you can view the change tasks as well.

Issues Fixed

Requests

Projects

Unable to import comments for manually created projects.

Contracts

Contract expiry notification is sent twice a day if the old notification date (configured before the upgrade) matches one of the new ones.

Integration

Setup

General

April 25, 2020

All-New ServiceDesk Plus Cloud (Beta)

ServiceDesk Plus Cloud brings in 100+ micro enhancements across the application, a visually pleasing user interface, and exceptional user experience. Some of the highlights are as follows:

Powerful Dashboards

Dashboards, powered by Zoho Charts, provides access to all your data in a single location. You can display the same data in different chart types, and without navigating to multiple pages for the required data.

Increased Productivity with Kanban View

Kanban view helps you organize, prioritize, and assign requests easily. All the requests will be displayed as cards that you can easily move around using simple drag and drop. You can modify the Kanban view by using custom filters based on Status, Technician, and Priority and set up time filters to pull out recently updated requests.

App Personalization

In the user pane, select layout, fonts, and colors to personalize the look and feel of the interface. You can also update your details and view all plan-related information in the user pane.

A Prominent Setup

Setup is now identified by a gear icon, prominently placed in the upper-right corner of the application. Navigation across Setup has been improved with logically organized secondary tabs appearing on the left panel across all pages.

Enhanced User Experience

Organized Pending Approvals

Pending approvals are segregated by modules and displayed along with the count. You can search for approval and easily mark their approval action.

Unified Search Experience

With a bigger search box, you can now enter more information, and the search results are narrowed down by module, task charts, and Due by Time.

To learn in detail about the all-new ServiceDesk Plus Cloud, visit this page.

Zoho Analytics Integration Enhancements

In Zoho Analytics, default reports have been introduced for Changes, Projects, and Solutions. Besides, new default reports have been added for Requests, Tasks, and Work Logs.

Report Enhancements

April 06, 2020

Global Search for Users and Solutions

The Global search additionally offers a granular search for users and solutions.

Integration - Actionable Messages for Outlook

The Actionable Messages for Outlook integration now allows users to perform approval actions on help desk tickets (including Requests, Changes, Releases, Purchase Orders, and Solutions) from within their Outlook mailbox. Also, we have enhanced the actionable notifications to support the new Adaptive Card Format in Outlook.

Note: When you perform any action using the actionable notification, you will be required to do a one-time login verification in ServiceDesk Plus Cloud through Office 365 Single Sign-On.

Enhancements

Easily differentiate users in the CAB drop-down using their email addresses.

Behavior Changes

In the change details page, the CAB Approval button has been added to the top menu under the Actions drop-down. The button will be displayed for users with the CAB stage approval permission while the change is in the CAB stage.

Issues Fixed

Requests

Changes

Projects

Solutions

Assets

Purchase

General

April 01, 2020

( Pre-release : March 26, 2020)

Additional Field Enhancements

Introduced new additional field types such as checkbox, radio, decimal, currency, percentage, decision box, and auto-number in Requests, Assets, Workstations, and CMDB.

The following screenshot captures the new fields added to the request template.

The maximum additional field count for Requests and CMDB has been increased to 250 and 1500 respectively.

Form Enhancements

In Assets, Workstations, and CMDB, help text will be displayed for additional fields of types decimal, currency, percentage, web URL, email, and phone number to help users identify the field type easily.

Multi-Select and Pick List field types support bulk add, edit, and delete operations for the options.

In the CI type template, the new fields and available fields will be listed separately for easy access.

March 23, 2020

( Pre-release : March 09, 2020)

Assets

Enhancements

Behavior Changes

Under the workstation history, removed the Scan History tab and implemented a new tab called History that will capture field operations performed through the UI as well as the scan.

Issues Fixed

Assets

When a technician runs any Software License reports, the report will be generated only for the data in the technician's site.

March 17, 2020

Issues Fixed

March 09, 2020

( Pre-release : February 27, 2020)

Enhancements

Projects

Resource Management

Behavior Changes

Issues Fixed

Requests

February 20, 2020

Enhancements

Issues Fixed

Requests

Changes

Assets and Software

CMDB

Integrations

Setup

February 13, 2020

( Pre-release : February 03, 2020)

New Features

Problem Template

Define templates for frequently created problems by including necessary fields and auto-populating them.

Configure problem templates under Setup >> Templates & Forms >> Problem Template

Problem Life Cycle

Problem life cycle allows admins to design a problem resolution process with built-in guidance for help desk technicians. Through a simple drag and drop process, the SDAdmin can create a visual process builder and define the resolution process. You can create, discuss, and rework the process drafts before publishing the life cycle.

Configure problem life cycle under Setup >> Automation >> Life Cycles >> Problem Life Cycles.

Click here to learn more.

Sample Problem Life Cycle

Life cycle configurations

Enhancements

Behavior Change

A maximum of only 100 assets can be associated with a problem.

February 07, 2020

Provisioning App Enhancements

The Provisioning App is now OAuth enabled. When you use the Provisioning App to manually import users, you will be required to authorize your account once. However, the Scheduled Task in Windows will continue to run using token-based authentication. For more information on the Provisioning App, visit the following link:

https://www.manageengine.com/products/service-desk/provisioning-app.html

Behavior Changes in Provisioning App

February 05, 2020

Issue Fixed

Requests

When a user-defined field is spot-edited in the request details page, non-English and special characters in the field value become garbled.

February 04, 2020

( Pre-release : January 22, 2020)

New Features

Service Request Editor

Assign users as service request editors. After a service request is created, the editor of the request can provide all the information necessary to process the request.

Request Cancellation

Technicians can cancel service and incident requests that need not be processed. Also, requesters can cancel their requests or raise cancellation flags based on the requester portal settings.

January 20, 2020

Issue Fixed

When the application is displayed in any non-English language, the Global search becomes inaccessible from within the request details page.

January 16, 2020

( Pre-release : January 02, 2020)

New feature

Video Embedding

You can now embed videos into the description boxes across the application. You can either upload a video from your local drive or embed a YouTube video. Use theicon in the editor's toolbar to add a video to the description.

Note: This feature is not applicable for the Problem module and certain email templates.

Solution Auto-Suggestion

ServiceDesk Plus Cloud brings in the auto-suggestion of solutions to improve your help desk performance. As users enter the subject in a request form, the top 10 relevant solutions will pop-up. If users find their requirements in the suggestions, they can simply withdraw the ticket creation process.Besides viewing the suggestions, technicians can copy the solution to the request's resolution in a click.

January 07, 2020

New feature

Changes

Change notifications now support a new variable called Associated Change Roles that allows you to send the notification to all users involved in a change request. This variable will be available in notifications under the following configurations:

Enhancements

Changes

Announcements

In the requester portal, expired announcements will be distinguished by a status called Expired.

Behavior Change

Changes

In change requests, the Requests Caused by Change section has been moved from the Planning stage to the Associations tab under the Implementation stage.

Issues Fixed

Changes

Improved the error message displayed when a change workflow fails to save.

Assets

Site-based departments are not listed in the dynamic group criteria under Assets >> Groups.

Purchase Orders

The email sent to a purchase order (PO) owner or a vendor does not contain certain fields. The PO vendor's email does not contain user-defined fields. Besides the user-defined fields, the PO owner's email does not contain Requested By, Cost Center, and GL Code.

General

December 20, 2019

Issue Fixed

Reports

December 4, 2019

( Pre-release : November 26, 2019)

Projects in Scheduler

Technicians with project view scope can view the projects that are scheduled to end on a particular day in My Schedule view under Scheduler. The projects count will be displayed alongside the date in the Scheduler.

Clicking on the count will redirect the user to the my schedule inner details page listing the corresponding projects. From there, users can view the project details by clicking on them or can navigate to the project details page or reassign technicians if necessary.

Asset Enhancements

November 14, 2019

Issues Fixed

Requests

Assets

General

Behavior Changes

Changes

You can now configure Status Comment as a non-mandatory field in a change template.

Assets

Import workstations with their Physical Memory in bytes, KB, MB, GB, TB or PB.

October 31, 2019

( Pre-release : October 21, 2019)

Contracts

Contract Management in ServiceDesk Plus brings you many new features and enhancements along with a complete overhaul of the Contracts module.

New Features

The contract form is modified to accommodate the new features and to give an enhanced user experience.

The contract details page contains 5 tabs namely Details, Associated Assets, Renewals, Contract Relationship, and History on the left pane. Using these tabs, you can view the corresponding details of the contract.

To learn more, visit the following link:

https://help.sdpondemand.com/about-contracts

Behavior Changes

General Enhancement

ServiceDesk Plus Cloud is now supported in an additional language, Vietnamese. To learn how to get your application running in Vietnamese, click here

API Change

Task_index, a read-only field in the responses of task GET and GET list APIs has been renamed to Index.

Projects

New Feature

Projects you delete will be moved to Trash and can be restored within 30 days from the day of deletion. You can restore a project with its complete details including the project members, milestones, tasks, work logs, request and change associations, comments, and history.

Enhancements

Behavior Change

October 23, 2019

Enhancements

Requests

In the request form, you can search sites and groups in the corresponding fields.

Issues Fixed

October 16, 2019

( Pre-release : September 30, 2019)

Release Management

ServiceDesk Plus Cloud now supports Release Management in the IT help desk. Release management allows you to plan, build, test, and deploy releases to the production environment. A release can be defined as the process of delivering a set of authorized changes to IT services in a controlled environment. You can use release management to deploy hardware, software, documentation, processes, guidelines, policies, and other components to service operations.

You can initiate the release process for an authorized change request. Throughout its life cycle, the release process is closely associated with the change management process.

ServiceDesk Plus Cloud supports the following 9 stages that are essential to any release process:

Each stage in the release management is a milestone that involves a major deliverable in a release life cycle. Each stage contains statuses that indicate the progress of a release within the stage. Besides statuses, each stage has its planning and schedule, roles and approvals, and tasks and downtimes. To learn more, click here.

You can create a release request easily by using pre-configured templates. Associate workflows with release requests to define the direction of the flow of the release process. Using workflows, you can include statuses in each stage, set up approvals, allocate stagewise permissions to users, and configure notifications to be sent to stakeholders and other users.

The following screenshot captures a workflow configured for major releases:

UI Implementations

With the introduction of release management, a new module called Releases has been implemented in ServiceDesk Plus Cloud.

Release configurations have been introduced under the highlighted tabs in Setup and can be configured only by the SDAdmin.

Enhancements

Changes

New Stages

Stage-Based Tasks in Change and Change Template

You can now add tasks to any change stage. You can also predefine tasks in the change template which will be imported immediately on the change request creation. To know more, click here.

Overwrite Field Support while Modifying Change Template

Changing the template of an existing change request gives you options to overwrite fields and delete tasks and their dependencies, as follows:

Copy Change

Create a customized copy of any change request using the Copy Change option under Details >> Actions >> Copy Change. To know more, click here.

Change History

Change Dashboards

Change Conversations

You can now forward and reply to emails and system notifications from within the change conversations page. Also, emails and system notifications are available as separate filters.

Setup

Reports

Change custom reports now include the following columns: Impact Details, Rollout Plan, Backout Plan, CheckList, Next Review On, Review Description, and Close Description.

Behavior Changes

Issues Fixed

September 27, 2019

Enhancements

Issues Fixed

Unable to open change requests by using the URLs appended to change notifications.

September 20, 2019

Software Report Enhancements

You can now generate site-based summary reports for software metrics. To generate this report, create a new custom summary report and choose the module as Site based Software metrics.

In custom tabular software reports, the following advanced filters are now available:

Record Restrictions in Summary Report

September 18, 2019

( Pre-release : September 06, 2019)

Enhancements

Sites

Refer Settings: Site configurations can now refer to any other site, including copy and custom sites and default site settings. Earlier, site configurations could only refer to default site settings.

Service Category

You can now manually reorder service categories and request templates besides the alphabetical sequencing. To reorder, go to Setup >> Templates & Forms >> Service Category or Setup >> Templates & Forms >> Incident Template.

Technician Groups

Technician groups can be deleted when they are used in requests or other entities. After deletion, the technician group will be marked inactive, and you can activate it anytime. With this functionality, separate views have been implemented for active and inactive groups under Setup >> Users & Permissions >> Technician Groups.

Requesters

The following additional bulk actions are available in the requester list view page:

Technicians

The following additional bulk actions are available in the technician list view page:

Projects

You can copy projects and project templates. In addition, you can copy a project into a project template.

Behavior Changes

September 10, 2019

Enhancements

Issues Fixed

September 02, 2019

New Feature

ServiceDesk Plus Cloud on Zapier

ServiceDesk Plus Cloud is integrated with Zapier, a web-based service that automates repetitive processes between two different applications. Use Zapier to connect your ServiceDesk Plus Cloud with various external web applications. In just a few clicks and without any coding, you can create a Zap and build workflows between ServiceDesk Plus Cloud and any web applications.

Learn more

Connections

Connections is a simple, secure authentication mechanism to connect your ServiceDesk Plus Cloud account with external applications. You can use Connections inside custom functions to invoke any third-party applications' REST APIs. You can set up Connections for in-built as well as custom applications. Connections is equipped with three modes of authentication, namely OAuth 2.0, OAuth 1.0, and basic authentication.

To set up connections, go to Setup >> Developer Space >> Connections.

Learn more

August 28, 2019

Issue Fixed

Requests

August 26, 2019

Issues Fixed

Tasks

General

August 23, 2019

Enhancements

Zoho Analytics

Zoho Analytics now allows you to generate reports based on your user data with the following tables

August 22, 2019

Enhancements

Requests

Inline editing of Technician and Group is supported in the request list view in addition to the request details page.

Changes

In change requests, restrict status display to workflow configurations by enabling the corresponding option under Setup >> General Settings >> Advanced Portal Settings >> Change Management Settings.

Assets

While associating a department with an asset, you can search departments by site.

Issues Fixed

Tasks

In Resource Management, the drag and drop functionality used for scheduling tasks is made smooth.

Requests

Changes

Projects

Users with 'Edit Project' permission couldn't add members to their projects.

Assets

Purchase

Unable to add payment in a purchase order if the 'product' of any item added from the purchase order is modified.

August 14, 2019

New Features

Change Triggers

Enhancements

  1. The following fields are now available in all editions:
    • Request Type
    • Impact
    • Impact Details
    • Urgency
  2. You can now configure 'Date' custom filters in the request list view by using predefined values such as Today, Tomorrow, Yesterday, Last 7 Days, This Month, etc. In addition, you can use new operators such as between and not between to define the custom filter criteria.

July 31, 2019

( Pre-release : July 10, 2019 )

New Features

Requester Home Page Customization

ServiceDesk Plus Cloud now brings in the customization of your requesters' home page to include the necessary information and to give an enhanced end user experience. You can tailor various elements in the home page, including widgets, layout, and theme to meet your end user needs.

The requester home page features the following new components:

Customize your requesters' home page under Setup >> General Settings >> Requester Portal >> Requester Portal Customization >> Customize.

Portal Configurations

Configurations in the self-service portal settings have been regrouped to help distinguish between the self-service and technician portal settings and to accommodate the requester home page customizations. Thus, Self-Service Portal Settings is split into sections, namely Advanced Portal Settings and Requester Portal.

Requester Portal

Requester portal includes the complete configurations of the self-service portal (or requester portal), including settings and customizations, under two tabs namely, Requester Portal Settings and Requester Portal Customization.

Configure the requester portal configurations under Setup >> General Settings >> Requester Portal.

Requester Portal Settings

Requester Portal Customization

Advanced Portal Settings

Advanced portal settings allows you to tailor your technicians' portal to perform a host of help desk activities. You can enable technicians to create and track requests easily, automate processes in incident management, and configure request approval and work log settings. In addition, you can customize settings related to changes, solutions, and more.

Configure advanced portal settings under Setup >> General Settings >> Advanced Portal Settings.

Advanced Portal Settings

Behavior Changes

Requester Portal

Calendar Settings

July 25, 2019

Enhancements

Issues Fixed

July 19, 2019

( Pre-release : June 10, 2019 )

Behavior Changes

General

July 02, 2019

( Pre-release : June 17, 2019 )

New Features

Virtual Hosts and Virtual Machines

Scanning Virtual Hosts

Virtual Host - Machine Relation

Worstation/Server Forms

Custom Function Schedule

Sample Schedule

Callback Functions

Sample Callback Function

Enhancements

Assets

June 28, 2019

New feature : Slack Integration

Enhancements:

ESM

Issues Fixed:

Changes

Request

June 24, 2019

Enhancements

Assets

Issues Fixed

June 17, 2019

Issues Fixed

June 11, 2019

New features : On Behalf Of User

Option to create a request for another user by using the On Behalf Of User feature. Admin can make this feature available for requesters specifically for few templates by including On Behalf Of User field in the incident/service template.

The admin can also configure for which users the requesters can create On behalf of Requests by selecting either All Users, or Users in Same Site, or Users in Same Department under Setup >> General Settings >> Self-Service Portal.

Once enabled, requesters will be able to create requests for other users by filling in the On Behalf of User field in requests.

During request creation this field will be shown only for requesters. This field cannot be edited after request creation.

May 31, 2019

Enhancements

Changes

In the Change calendar view, upon hovering over the timeframe range bar of a change, you can view the stage, status, and approval status of the change.

Projects

In the Task Dependency page of a project, you can now edit the project, milestones, and tasks by double-clicking the corresponding entity's name bar.

Assets

Under Installations inside the software details page, you can display Location of workstations in the list view.

Reports

Custom reports of assets now include the associated purchase order information.

Behavior Change

Jira Integration

Basic authentication flow used in Jira integration with ServiceDesk Plus Cloud has been changed, with API token replacing the password.

Issues Fixed

Requests

Changes

In change workflows, unable to overwrite and save status with empty Users to Notify/Roles to Notify field, even though the default configuration had empty Roles to Notify field.

Projects

Unable to import MS projects in which the Created field values are not available.

Assets

Purchase

In purchase orders, Total Amount is calculated without rounding off the amounts of individual items.

General

May 20, 2019

( Pre-release : May 09, 2019 )

New Feature : Resource Management

Enhancements

Tasks

Under Tasks in the Home page, you can now add custom task views and also mark your favorite task views.

CMDB

April 24, 2019

( Pre-release : April 08, 2019 )

Zia Chatbot

Web Chat

Mobile Chat

Voice Chat

April 17, 2019

Workstations

Issues Fixed

April 08, 2019

( Pre-release : Mar 22, 2019 )

Request Life Cycle

Sample life cycle for requesting a new laptop

Life cycle configurations

Mar 22, 2019

New Feature: User Delegation

Configure backup users to handle requests and approvals of users during their planned leave. Using this feature, you can reassign service and incident requests and configure backup approvers for service, incident, and change requests and purchase orders.

Under Admin >> Automation >> Delegation, enable the feature and configure the global settings. Users who mark leave after you enable the feature will be listed under Home >> Delegation. Here, you can delegate each user's task (request or approval) to another user or a user-level organization role and specify the stand-in period as well. Note that the global settings will be applied unless you configure the user-specific delegation.

Sample Configurations

Global Settings

User-specific Configuration

Issues Fixed

Enhancements

Mar 11, 2019

Assets-UI Enhancements

Accordion: Assets and Components sections will now contain the Asset categories.

Setup

Behavior Changes

The List View page will now list Table view operations on the left and Add operations on the right.

Feb 20, 2019

Behavior Changes

Issues Fixed

Feb 9, 2019

New Feature: CMDB

CMDB is a centralized repository used to store Configuration Items (CIs) and their Relationships. CIs could be Assets, IT Services, Users, Support Groups, installed Software Applications, Documents, Business Services that are critical to your IT environment.

Click to know more.

Click the below link to learn about the new CMDB module in ServiceDesk Plus Cloud: https://www.manageengine.com/products/service-desk/cmdb-cloud-service-desk.html

Enhancements: Projects

Jan 31, 2019

Jan 25, 2019

Jan 22, 2019

Jan 21, 2019

Requests

Requests List View

VIP requesters

You can mark requesters as VIP Users. The technicians can set conditions in SLAs, Business Rules, Triggers, and Form Rules in such a way that they can prioritize requests from the VIP users.

Preventive Maintenance Tasks for Service Requests

You can now plan Preventive Maintenance Tasks for service requests, as well.

Duplicate Service Requests

Copy an existing service request and customize the request details as per your need to create a new service request.

General

Confirm template change

Form Rules Enhancements

Behavior Changes

Jan 10, 2019

Zoho Analytics (previously, Zoho Reports) Integration Enhancements

Introducing New Modules

With Zoho Analytics integration, you can now generate reports under these new modules:

User Defined Fields in Zoho Analytics

Additional fields in ServiceDesk Plus cloud can now be included as user defined fields in Zoho Analytics.

New Columns

New columns have been added to existing reports under various modules. Some of the key columns are as follows:

Request (Module)

Tasks (Module)

Worklog (Module)

Upload Archived Request Data

You can now include archived request data as part of the data upload from ServiceDesk Plus cloud to Zoho Analytics. Choose when to start and stop the data upload. You can also clear the uploaded archived data or choose to re sync it.

Admin Data Take Over

SDAdmins can now take control of the database of a technician who has left the organization. Earlier the database will get locked up if a technician were to leave the organization.

Dec 28, 2018

Dec 18, 2018

Enhancement

Assets

Requests

Issues Fixed

Requests

Assets

System Log

Nov 29, 2018

Problems

Changes

Assets

Purchase

Setup

Reports

Nov 22, 2018

Requests

Changes

Behaviour Change

Nov 15, 2018

Requests

Nov 10, 2018

New Feature

Software suite

Downgrade rights

Upgrade license

Enhancements

Assets

UI Changes

Admin

Purchase Order

Behaviour changes

Reports

Behaviour changes

Nov 01, 2018

Enhancement

Issues Fixed

Oct 25, 2018

Oct 5, 2018

Enhancement

Data Administration

Issues Fixed

Requests

Assets

Reports

Sep 21, 2018

Sep 19, 2018

ESM Directory

SetUp

Requests

Problems

Purchase Orders

Sep 7, 2018

Sep 5, 2018

Aug 30, 2018

Enhancement

Probe and Provisioning Tool

Issues Fixed

Assets

Aug 21, 2018

Enhancements

Task Dependency Map

Projects

Improve your project team's efficiency by mapping task dependency across a project, and not only between milestone tasks.

Mark task dependency between tasks in the following cases:

Project Templates

Mark dependency between any two tasks within a project template between project template tasks and/or milestone template tasks.

Organization Default Instance

Org admin can now set a default instance for users to help them directly access the instance instead of selecting it in the portal page. (User's default instance will be prioritized over the default instance set by the Org admin.)

Issues Fixed

Requests

Changes

Projects

Purchase

Others

Aug 10, 2018

New Feature

Requests Collaboration

Issues Fixed

July 31, 2018

July 27, 2018

Solutions

Broadcast Message

Technician Availability

Work Log (Requests, Problems, Changes, and Projects)

Enhancements

Requests

Business Rules

Form Rules

Self-Service Portal Settings

Issues Fixed

July 17, 2018

End of Support for older TLS versions by 31 August 2018

July 05, 2018

Requests

Reports

June 19, 2018

June 14, 2018

June 7, 2018

Requests :

Behaviour Change :

June 5, 2018

New Features : Integrations

Office 365 Calendar Integration :

Jira :

Microsoft Azure :

Outlook add-in :

May 30, 2018

Changes

Assets

Reports

Admin

Contracts

Purchase

May 25, 2018

May 15, 2018

May 3, 2018

April 24, 2018

New Feature: Privacy Settings

April 12, 2018

Requests

Purchase

Reports

Setup

April 6, 2018

April 5, 2018

March 9, 2018

New Feature : Organization Roles

Announcements

February 27, 2018

Change Module

February 20, 2018

February 15, 2018

Change Management - New Features

Enhanced Change Management module with workflow, stage and status, change roles, change templates, enhanced change approvals, and more.

https://help.sdpondemand.com/change-management-overview

Migration

Behavioral Changes

February 06, 2018

Requests

January 23, 2018

Assets :

January 4, 2018

Business Rules

Business rules now comes with enhanced functions and a new user interface. Users can use business rules on requests that are deleted and also to abort any process execution.

Users can now configure Field Update and Notification as custom actions right from the Business Rules Configuration page. The Notification action configured here will be automatically populated under the Custom Actions feature.

http://help.sdpondemand.com/configuring-business-rules-new

Triggers

Triggers are automated workflows that occur when certain conditions of an incoming request are met. Triggers are essentially post database operations and can be used extensively to configure actions independent of requests as well.

Users can now configure Tasks, Notification and Webhooks as custom actions right from the Triggers Configuration page. All the custom actions configured here will be automatically populated under the Custom Actions feature.

http://help.sdpondemand.com/triggers

Webhooks

Webhooks enable the user to call any external URL or API to integrate ServiceDesk Plus On-Demand with any third-party application.

http://help.sdpondemand.com/custom_actions

Behaviour Change

The changes in the default settings business rule configuration will no longer be linked to the configurations in the copy sites once created.

Password Policy

The default password of the users for the verified domain has been changed.

Requests

The Default Settings in the Site filter drop down of Business Rules was not available to the SDAdmin role which is now fixed.

December 8, 2017

Reports

New Folders

  • Reports on All Archived Requests
  • Reports on Archived Incident Request
  • Reports on Archived Service Requests
  • Reports on Request Assessment

New Reports

  • Reports By Request Approver under Reports by All Requests
  • Reports on Change Approver and Approval Status under Report by All Changes
  • Projects by Associated Requests under Report on Projects

Columns added in the New Custom Report

  • Estimated Effort under Tasks
  • Request Mode under Request Metrics
  • Request Group and Request Site under Survey
  • Under Requests
    • Resolved by
    • Requester Email
    • Technician Email
    • Closing Comments
    • Linked Request ID
    • Linked Request Title

Enhancements

November 15, 2017

ESM

Requests:

October 31, 2017

We have now introduced Enterprise Service Management, a functionality that lets you create and deploy service desk instances for your non-IT business functions-like HR, facilities in addition to the IT Help Desk.

With Enterprise Service Management you can,

Along with ESM, we have come up with UI changes, behavioral changes, and rearrangements of the configuration as mentioned below,

More details at the given links.?

https://www.manageengine.com/products/service-desk/enterprise-service-desk-management.html

Help Guide :

http://help.sdpondemand.com/esm

October 25, 2017

Requests :

Date/Time Component :

Projects :

Dashboard Widgets :

September 14, 2017

Requests :

Assets :

You can now

View asset user details, such as Employee ID, Job Title, Email, and Mobile and Phone numbers, on the Asset Details page

Import asset along with associated lease details

Add decimal points to barcode label properties

August 28, 2017

Form Rules :

Form Rules for Incidents & Service Requests with the form fields prefilled with the required values based on the conditions before creation. With the form rules , we can Mandate or Show or Hide fields, can Add or Remove options to a field , can Set value to fields etc., in the Incidents or Service Requests form. This is applicable for the user additional fields too.

http://help.sdpondemand.com/form-rules

Associate Groups to Template :

Option to restrict a template to specific groups to make sure that only technicians of the associated groups can view that particular template.

July 20, 2017

Right to Left support :

Compose, display, and edit text in right-to-left languages such as Arabic and Hebrew. ServiceDesk Plus (Cloud) now extends full support for RTL layouts, including layout mirroring. 'Right to Left/Left to Right' text directional option will be available in all the text editors across the product for all the supported languages.

http://help.sdpondemand.com/personalization

Microsoft Office Connector Card Integration :

The ServiceDesk Plus Office 365 Connector sends activity notifications to the user's Office 365 inbox. These ServiceDesk Plus notifications are sent as actionable messages that users can complete from within Office 365, without having to switch over to ServiceDesk Plus.

http://help.sdpondemand.com/office-365-connector

Assets :

Barcode Scanning :

Scan vendor barcodes and add assets. Generate and print barcodes for new and existing assets.

http://help.sdpondemand.com/barcode-purpose-and-introduction

Accordion for Assets :

Navigate through assets easily. A maximum of 300 Product types will be displayed in the accordion.

SCCM Integration :

Sync asset data with existing SCCM installation in your network.

http://help.sdpondemand.com/sccm-integration

SNMP V3 support :

Scan various SNMPv3-supported devices, such as printers, routers, and switchers.

http://help.sdpondemand.com/configuring-snmp-v3-credentials

Owner suggestion for workstations:

Suggest owner based on the last logged-in information obtained during scan.

http://help.sdpondemand.com/auto-assign

Other asset enhancements :

Reports :

Unable to view data through navigation in the Drill Down Analysis report, is now fixed.

URL Change :

URL will have the portal information appended. i.e. , app/<your portal name>/ will be included in all the existing url(s). The new URL will be as given below : <domain name>/app/itdesk/HomePage.do

URL change for API calls :

API will require the similar URL pattern or it can use x-sdpod-appid as Header Key and Portal Name as its value.

User Role(s) :

Few changes in OrgAdmin and SDAdmin roles between the organization and the app accounts.

http://help.sdpondemand.com/operations-permitted-to-sdadmins-and-orgadmins

July 05, 2017

June 19, 2017

Enhanced Search for Requests :

The newly enhanced Global Search feature for Requests enables users to find information easily. Users can search by fields, dates, and even by terms. Negate search allows you to refine your search by including or excluding conditions. Advanced options include phrases, wildcard, and fuzzy search.

To know more about the search functionality, refer to this help guide.

Performance Enhancements :

Others :

May 16, 2017

Asset Cost Page enhancement :

Enhanced cost details page for each asset, which is summarized as Purchase Cost, Operational Cost, Current Book Value and Total cost of ownership. The Total Cost of Ownership indicates the total sum of all the costs spent on purchasing the asset, asset's operation and disposing it. It also includes the component cost. Service cost, Move/Change cost and others costs will be added as Operational cost. For more details, refer our online admin guide.

Asset Notifications:

Requests:

Reports :

April 26, 2017

For the first time, you can customize your dashboards page by adding new dashboards and widgets. You can organize a dashboard by rearranging and resizing the widgets. You can add widgets across modules such as Helpdesk, Assets, Projects, Problems, Change, etc., under a new dashboard. You can also add URL widgets to the dashboard with links to your organization's intranet page or resource page. You can group widgets to accommodate more widgets in a single dashboard. With the Private and Public dashboard options, you can control who views your custom dashboards/widgets. To know more about dashboard customization, refer to this help guide.

Editor :

Reports :

April 4, 2017

Module Configuration :

We have introduced new default roles in-addition to the existing roles. These roles when assigned will enable the technicians to perform configurations seamlessly. The roles are HelpdeskConfig, AssetConfig, AnnouncementConfig, ContractConfig, and PurchaseConfig. Please refer to the help guide to know more about the privileges of each role.

March 2, 2017

Searchable drop down list for Site, Department & User, Product Name or Model in Asset and Workstation has now been provided.

Performing search in Asset Global Search and followed by the Edit action will now be taken to the respective resource page.

Asset count will now be shown individually in Asset Dashboard, IT & Non IT Assets.

Probe scan will now work in Windows 10.

Probe was not taking the job, if the job status is shown as Job Delivery failed. This is fixed

Issue where a pick list type Project additional field failed to show the values is now fixed.

Issue in displaying the default font size in the Editor is now fixed.

Issue in importing Workstation(s) is now fixed.

February 16, 2017

Sorting issue in displaying data in Groups, SubCategory, Item is now fixed.

February 8, 2017

Probes and Discovery:

A new option called 'Credential Library' has been added to 'Probes and Discovery'. Technicians can now configure new scan credentials, edit them in a single place and this will be mapped to the associated networks and assets. Credentials previously configured will be migrated automatically to the Credential library. Please refer this help document for further information on this feature and the migration process.

Assets:

January 19, 2017

Tasks :

Tasks could not be closed in cases where the estimated effort was enabled in the task closure rule and its value was set to '0'.

Task dependencies will henceforth be captured in the module's history.

Issue where the tasks were reopened on edit when the Task closure fields were violated, is now fixed.

Bulk closure of Tasks will henceforth work based on its dependencies.

Requests :

The description from the request template did not get copied when a request was created via API.

Issue where editing notes removed all the styles applied to it, is now fixed.

January 9, 2017

Track a technician's effort with the Work Log Timer: Technicians working on a request can activate the timer to track the time spent on each request. Different timer icons represent if the current technician, some other technician, or no technician is working on the ticket. For the Work Log Timer icon to appear in the list view, select it in the Column Chooser under Table Settings.

Identify incident and service requests easily: Incident and service requests are now available on the Request List View with representative icons.

View requester mails in queue: The number of requester mails awaiting the technician's response on a request is now displayed in the notification area.

Be warned of an approaching SLA: A yellow flag next to the due by time appears when 70% of the total SLA time for completion is exhausted.

Get all task-related information at a glance: All tasks under a request are displayed in the list view. A mouse over on the tasks displays details such as the total pending tasks, completed tasks, and assigned tasks. For the Tasks icon to appear in the list view, select it in the Column Chooser under Table Settings.

Monitor SLA timelines: The list view displays useful SLA timeline information such as time left until SLA breach and time elapsed since SLA breach. The Due by column has now been renamed as Due by Date. For the SLA information to appear in the List View, select the Due by field in the Column Chooser under Table Settings.

Allow requesters to view all requests: Configure admin settings to allow requesters the option to view all requests.

Access merged and archived requests easily: Requesters and technicians can now search through merged and archived requests by preceeding the request ID with a hash tag (#). Note that this facility is available only on requests merged after this release.

Serve your requester better: The Last updated time will also be updated for the latest assigned time of requests and the time of last reply to a request by a technician/requester.

Make ticket conversations and notes public or private: Technicians now have the option to mark the replies and forwarded mails as public or private. The technician can selectively expose some replies or forwarded mails to the requester by toggling the Lock icon. A check box on the reply and forward form allows the technician to mark the mails as private or public. System notification mails to the technician, such as request assignments, escalations, and group notifications, are by default set to private and are hard-coded. And, Email-cc users mails are public and hard-coded. Settings that are hard-coded cannot be changed. A clickable lock icon is now available to modify the privacy settings for the notes attached to the requests.

Hide or show approval information to requester: The Self-Service Portal now provides you an option to hide incident approvals to the requester. The approval information is hidden by default. The technician can modify the settings in the Self-Service Portal to allow the requester to view all approval-related information. For service requests, this approval visibility option can be enabled in the service request template.

Asset state change: It was not possible to change the state of assets whose owner details have been modified through import. This is now fixed.?

Bulk allocate software licenses in a site: Bulk allocating software licenses associated to a site was not possible. This has been fixed.

Enhanced date-time component: Pick date, hours, and minutes in one go.

SMS Gateway API ID : API ID for Click-a-tell will now support alpha-numeric characters

Timezone : Difference in Timezones between your system and the help desk if any will now be displayed at the top right corner.

November 5, 2016

Home

Request:

Admin:

Projects:

Contracts:

Purchase:

Reports:

October 14, 2016

October 7, 2016

October 6, 2016

September 15, 2016

Projects

Reports:

Tasks:

The User Interface for the Dependency Mapping feature has been enhanced for tasks within Requests, Problems, Changes and Milestones of Projects module.

September 7, 2016

The 'Close Request' and 'Survey' links prompted a login popup and displayed error messages previously which is now fixed.

August 23, 2016

July 30, 2016

Request Assessment

Want to know why a request took too long to get resolved? We have introduced the new Request Assessment feature that lets you view the specific details in the form of a graphical as well as textual representation. More details can be seen here.

Note: The feature is applicable only on requests created after this release.

Reports

New reports based on the request assessment

  • Average Response and Resolution Time based reports
  • Reports on Request Metrics based on groups, technicians and more

FCR

Requests

The 'Time Spent' and 'Time Elapsed' fields have been interchanged to present the precise meanings. Below is a brief explanation

Time Elapsed

Time elapsed is the time for which a request was effectively open. It is the time between the time of creation and completion of a request, excluding the non-operational hours and on-hold time.

Usage

Time Spent

Time spent represents the effort put in by the technicians working on a request. It is determined by the work logs added by all the technicians who have worked on the request.

Usage

Admin

Asset

July 1, 2016

Business Rule(s) for Service Request :

Business Rule is now available for Service Requests as well. It will work in the same way as Business Rule for Incidents. It will be a site based setting and follow the same principle as that of Incident. There are separate lists of Business Rule for Service Request and Incident Requests.

Copy Template :

Copy Template option has been introduced in Service List as well as Incident List views. Templates can be copied from Service list to Incident list and vice versa. Also, edit template option has been added inside the Action tab.

The copy limit is presently set at 5. Copying a template will add "_1" to" _4" as suffix in name. Default names will be taken from the template to be copied, with "Copy_" as prefix. When copied from Service to Incident workflow , resource(s) will be discarded.

Search Service Template :

Option to search service template names has been introduced in Service Category list view. When clicked on a template, it will open its Edit form directly.

Preventive Maintenance Task :

You can now attach files while creating or editing a PMT. Also, you can conveniently add resolutions while doing the same by accessing the newly introduced Resolution field. Resolution will be copied if it is added in the Incident Templates.

Requests :

Problem :

Issue in not being able to change/set Table Settings in the Incident View while attaching incidents to a Problem has been fixed.

Change :

Requester Name not being displayed in the Edit form of Change Module [though the requester name is retained internally] has been fixed.

Asset :

Option to create Incident/Service Request from any workstation/asset/component has been introduced. It is available under the Actions menu of the Asset details page.

Performance Enhancement: You can now Search for assets while adding or editing a change, problem or asset in the corresponding modules. This will also reduce the page loading time.

Reports :

Workstation :

General :

Apr 19, 2016

Apr 12, 2016

Mar 21, 2016

Feb 15, 2016

SLA

Solution

Requests

Request, Problems, and Changes

Survey

SetUp

Contract

Jan 11, 2016

Dec 30, 2015

Nov 17, 2015

Oct 23, 2015

New feature IT Project Management Released

Tasks :

Requests :

Work log :

Sep 25, 2015

Aug 12, 2015

July 29, 2015

July 02, 2015

June 18, 2015

June 16, 2015

June 02, 2015

May 20, 2015

April 28, 2015

April 15, 2015

April 07, 2015

March 26, 2015

March 20, 2015

March 13, 2015

The envelope icon in the Requests list view page will be set to green colour on a technician's reply and not when automated system notifications are triggered.

March 5, 2015

Provisioning tool :

  • Provisioning tool can now auto update itself. Replace your old provisioning tool with this new tool to automatically avail future updates.

Requests :

  • Remote control is now available in the request page. You can initiate a remote control session with a requester through email or can directly take control of the requester's asset. To directly take control of the requester's asset, remote control add-on must be purchased.
  • Service requests and purchase orders can be associated with each other.
  • If a technician replies to a request from his email notification and includes the requester's email id in the to/cc list, the reply will be treated as a response to the request. If it is a first response, then the first response time will be updated.

Customization :

  • You can now configure default status names such as Open/Closed/On-Hold/Resolved and can localize. [Note: The custom/default reports and the custom filters also need to be edited and reconfigured to reflect changes, when editing/changing the default status names.]

Notifications Rules :

  • Notification options have been added to notify group members, when a request in their group is updated. Options have been added under
    • Groups --> Add/edit group name
    • Automatiom --> Notification rules
  • A notification option has been added to notify the requester when his request is assigned to a technician.
  • Customized templates have been added for the following notifications
    • Problem: Notify the corresponding incident's technician\requester
    • Change: Send notification
  • Reminder emails for requests, problems, and changes will now include the corresponding entity links.

Purchase :

  • Purchase order number field now supports alphanumeric characters.

Mail Server Settings :

  • A new option has been introduced to disable new requests from being created through emails, thereby requester would not be able to create new requests by sending emails, but existing requests will be appended properly for email replies as conversations.

Roles :

  • Administrator can allow or restrict technicians to edit/delete notes by assigning a new restriction permission "edit/delete own notes" in the roles section.
  • Administrator can allow or restrict technicians to edit closed tickets by assigning a new restriction permission "editing closed requests" in the roles section.
  • Inconsistency in displaying holidays in other time zones has been fixed
  • Spacing issues in the content of the auto notifications which are appended as conversations in the request module have been fixed

Feb 13, 2015

Previously, when users logged in to their self service portal, frequently used solutions and service templates for which they did not have access were restricted through an alert. Now, these solutions and service templates have been prevented from being listed.

Jan 28, 2015

Import data from Google Apps option is now available for the Trial edition.

An error occurred when trying to download duplicate attachments containing underscore special character in thier file name.

When a request was resolved and an email notification was sent to the requester

Jan 16, 2015

When 'Alert(or Notify) Technician by Email when there is a new reply from the requester' notification is enabled and when the technician is notified, requester description will be appended to the notification.

When editing an existing contract that had user additional fields added after creating it, an error occurred.

Jan 09, 2015

Approvals tab of service request details view:

Option to add multiple approvers across different stages and save configuration.

Option to separately send out approvals to configured individual recipients along with a customizable subject line and description.

Dec 31, 2014

Enhancements

Organizational theme settings has now been extended to these additional areas

Bug Fixes

All system folders were listed in the reports list view irrespective of the subscribed edition. For example, system folders pertaining to the problem and change modules were listed even though the user was listed as a standard edition user.

Dec 24, 2014

Bug Fixes

Dec 19, 2014

Enhancements

Purchase order additional fields that were earlier displayed in the quick view pane of purchase order details view have now been moved under the general information section of purchase order tab.

The length of Base DN field present in the add/edit windows domain pop up has been increased to 250 characters.

Bug Fixes

When logging into the application in compatibility mode using Internet Explorer browser, the company logo partially disappeared.

Dec 15, 2014

Bug Fixes

Dec 09, 2014

Enhancements

On the conversations tab, click on the attachment icon present in the subject line of any conversation and it will directly take you to that respective attachment.

On the quick view pane of the request details page, when you associate a request, problem or change to an existing request, you will now see an new pop out icon. Clicking on this icon will lead you to the request, problem or the change that you wish to link to the existing request.

Bug Fixes

Inconsistent organization logo size in the login page.

Dec 04, 2014

The new user interface has been rolled out and it comes with several new features, enhancements, and bug fixes. Below is a list of bug fixes and features that have been added.

Bug Fixes

Nov 19, 2014

New UI and Enhanced Features

Function Shortcut key
New Request
alt+w
Quick Request
alt+q
Go to Request
alt+r
New Problem
alt+p
New Change
ctrl+alt+c
New Solution
alt+s
New Technician
alt+j
New Requester
alt+u
New Announcement
ctrl+alt+a
New Task
ctrl+alt+t

For detailed information and screenshots click here

June 09, 2014

Bug Fixes

The following issues are fixed:

March 14, 2014

Enhancement - Sites in Problem and Change Modules

We have now introduced the concept of Sites in the Problem and Change Management modules too

When converting an incident to a problem or a change, the site information in the incident is automatically applied. This helps you to filter problems and changes by site. You can also ensure that technicians view only those problems and changes in their associated sites by defining appropriate permissions in Roles. If no site is mapped to a problem or change it will be marked as being in S? Not in any Site?

How does this new enhancement impact existing problems and changes?

All existing problems and changes will now have the Site assigned to 'Not in any site'. If a technician is unable to view an existing problem or change ( that he was able to see earlier ), you need to map him to S? Not in any Site?

Bug Fixes

1. Default timeout during Mac OS scans was 3 minutes for SSH connections resulting in timeouts in certain cases. This is now made configurable and the default timeout can be set by giving ssh_timeout value in probe.pros file

Feb 05, 2014

New Feature - Live Chat Integration

We are happy to announce the availability of the Live Chat Add on with ServiceDesk Plus On-Demand. With this feature, end users can engage in real time conversations with technicians in IT Service Desk teams. 304A few cool features include:

The Live Chat Add On is priced at $6 per technician per month available across editions and all customers are offered a free 30 day trial. To activate your Live Chat trial, go to Admin and under ‘ General’, click on ‘ Chat Settings’304 and click ‘ Try Now’. For any help, you can refer to detailed documentation available here.

Jan 29, 2014

Behavioral Change - Authentication mandatory for Outgoing Emails

We rolled out a release yesterday where we have made the Authentication check for Outgoing mails to be mandatory. The existing setup would continue to work for all the customers without any issues and this change will take into effect only when you try to edit and save the mail server settings. 

The reason why we have taken this step is to tighten security. Open relays without authentication can be used by spammers. In order to avoid spamming, most Internet Providers disallow open relays. If a mail server is detected to allow open relaying or is reported to use open relaying, the service provider would black list the mail server. If you require any assistance, please contact support at servicedeskplus-ondemand-support@manageengine.com


Dec 13, 2013

Enhancements

We have added a new column called ‘ Id’ in the Survey Results list view and ‘ Request ID’ in Survey Reports for easier identification of requests.

Bug Fixes

The following issues are fixed:

Dec 05, 2013

Enhancements

Worklog Permissions in Technician Role

You can now define Worklog permissions ( View, Add, Edit 304and Delete) on the304 Request, Problem and Change module while defining Roles for technicians.
All Worklog permissions are enabled by default for the SDAdmin, SDChangeManager, SDCo-ordinator304 and SDSiteAdmin roles. You will have to explicitly enable worklog permissions for other custom roles that you define. You can also decide if technicians can add 304Worklogs 304for closed tickets by going to the Self Service Portal settings in the Admin and selecting the appropriate option under ‘Do you want to prevent add worklog for closed Requests/Problems/Changes ?


For existing customers,

Bug Fixes

The following issues are fixed:

Nov 22, 2013

Enhancements

The Text field for answers in the Service Catalog Resources section is enhanced to a Text Area to support more characters.

Bug Fixes

The following issues are fixed:

  1. The ‘Reply from Requester’ notification to technicians did not work when the end user replied from the Self Service Portal.
  2. Report information in scheduled reports did not update correctly after edit.
  3. Multiple tasks in Service Request Template were assigned to the same technician even when this was not configured in the template.

Nov 08, 2013

New Feature - Custom Application Platform in ServiceDesk Plus On-Demand

We are happy to announce the availability of the Custom Application Platform with ServiceDesk Plus On-Demand. With this new feature, you can now create a variety of online custom applications for process automation from within your web browser that end users can access from their Self Service Portals.  All this within minutes and with no programming required. You can design anything from Conference Room Booking application, Leave application, Procurement application with tiered approval mechanism or just about anything in your organization want to automate and integrate with your service desk. 304
To activate your free 30 day trial of the Custom Applications platform, go to Admin and under ‘ General’, click on ‘Custom Apps’.To get started with creating your first custom app, visit the help documentation here.

Oct 31, 2013

Enhancements

Bug Fixes

The following issues are fixed:

Oct 16, 2013

Bug Fixes

The following issues are fixed:

Oct 10, 2013

Enhancements

Linking Requests

You can now link requests and create Parent - Child relationships between them. Not only can you link requests to one another but you can also perform certain common operations such as adding notes and creating resolutions across linked requests. You can find more details in our help documentation here.

linkrequest
link requests

Bug Fixes

The following issues are fixed:

Sep 24, 2013

Enhancements

Technicians can now be converted to Requesters: In the Technician List View, select the technician you want to convert as Requester. Click Actions and select S? Change as Requester?.

Bug Fixes

The following issues are fixed:

Sep 19, 2013

Enhancements

The Provisioning App can now be used with LDAP Servers like Lotus Domino, Open LDAP, etc

Bug Fixes

The following issues are fixed:

Behavioral Change

Assets of Type Sever will have the Product Name as Model similar to Workstation while adding/editing a server.

July 31,2013

Enhancements

Push Notifications in Android App

We have now enabled Push Notifications for the Android App. If you use the Android native app, going forward,based on the chosen notification rules( Admin-->Notification Rules), technicians will receive push notifications in addition to email notifications for the following : 

Email CC Autofill for Requesters

Requesters will now be able to see the Autofill function in the Email CC field in their templates

July 18,2013

Enhancements

Push Notifications in iOS App

We have now enabled Push Notifications for the iOS Apps. If you use the iPhone/iPad native app, going forward,based on the chosen notification rules( Admin-->Notification Rules), technicians will receive push notifications in addition to email notifications for the following : 

Bug Fixes

The following issue was fixed:

July 16,2013

Enhancements

Organization Logo

As a step further in helping you to ease the customization of ServiceDesk Plus On-Demand for your organization we have now provided the capability to specify your organization logo in one single place and include that in the invitation emails sent out to users.
Going forward, you will be able to upload/change custom images (logos, etc.) only in the’ Organization Details’ section under Admin. This image will be used in the Portal, Headers, Purchase Orders, Reports and the Invitation emails. Please note that only the Organization Admin(who has User Management permission) can upload/change custom images in the application.

For existing customers,

July 09,2013

Enhancements

The questions and resources in Service Templates will now be in the order as added by the user( technician) . Previously resources were added in alphabetical order.

June 26,2013

Enhancements

1. Service Request Approval Status Tab for Requesters : You can now let your requesters view the approval status of their Service Requests at each stage. This configuration is specific to each Service Request Template. If you would like the requesters to be able to view the approval status for a particular type of Service Request, edit that Service Request Template and in the Workflows tab, enable the 'Show approval to requester'  checkbox.

2. IE 10 Support: We now offer full support for ServiceDesk Plus On-Demand in IE 10

3. Turkish Language Support: ServiceDesk Plus On-Demand is now available in the Turkish Language version.

June 13,2013

Enhancements

  1. Email CC option for Incident and Service Request templates
    You can now include specific people to be copied for auto communication on creation/resolution/closure for an incident or service request. All you need to do is go to the respective incident/service request template and drag/drop the 'E-Mail Id(s) to Notify' field on the left hand side onto the template. You should also enable and configure "E-mail Cc users" notifications under Notification Rules.
  2. email cc incident requests
  3. Please refer to detailed documentation for  Incident  Templates and Service Request Templates.
  4. Survey Score and Overall Rating (%) included in Survey list view and in Reports
  5. Lease Start and Lease Expiry fields have been included in Reports.
  6. It is now possible to set default passwords in the Provisioning App during user import when SAML authentication is not used.
  7. New APIs introduced:  GET_GENERAL_SETTINGS - Retrieves all the general settings of the user and    GET_REQUEST_FILTERS - Retrieves all the request filters available in the application
  8. Technician conversations in requests can now be forwarded.

Bug Fixes

The following issues are fixed:

  1. Organize Tasks' in Incident Template would show only 25 tasks.
  2. Selecting multiple tasks to organize threw Input Length errors.
  3. Location field in Assets was set to empty when the Resource state was changed to 'In Use.
  4. Scheduled scans did not happen when there were only Domains and no Networks associated with Probe
  5. Request History view in Requester logins showed all information including technician notes. This is now restricted to show only Status Change, Merge and Split.

May 13,2013

Bug Fixes

The following issues are fixed in today's release:

  1. Technician List did now show in the Standard Edition.
  2. During request edit, the technician names were repeated in Technician List when there was no Site or Group in the Request.
  3. Submitting the change approval through the mail link threw permission error.
  4. In the absence of Group and Site in the Request Template,updating ticket details marked the ticket ' Unassigned'.
  5. AD synchronization caused approval permission being over written in user profiles.

May 02,2013

New Feature

Service Catalog

We have now released the Service Catalog feature in ServiceDesk Plus On-Demand. With the Service Catalog in ServiceDesk Plus On-Demand you can now document and publish the range of services offered by the IT ServiceDesk to the end users in the organization.

The Service Catalog helps to

You can get an overview of the Service Catalog here .You can get started with configuring the Service Catalog for your organization here and define Service Catagories, SLA and Service Items in your Service Catalog.

Note : For existing customers, please note that your Default Request Template will now be listed as 'New Incident' template in the application under the ' Request Catalog' button.

Also this feature is available only in the Enterprise Edition of the application.

Enhancements

Requests Auto Refresh : We have also rolled out the Auto Refresh Feature in ServiceDesk Plus On-Demand. You can now choose the Refresh Frequency in the Requests List View Page to be 3, 5, 10 or 30 minutes.

Reports: You can now pull reports on Requests based on the Assigned Time and Approval Status.

For the Requesters, the 'Reply' Icon option is now available in the column chooser

Apr 19,2013

Enhancements

  1. New look and feel for the Requests List View in the Android App.
  2. Add/Edit worklog in the Android App now includes incident cost, total charges based on Cost per hour calculations.

Bug Fixes

The following issues were fixed:

  1. IE10 Windows Scan( using Activex) threw errors.
  2. Android App crashes while changing Site and Category.
  3. Google Apps and SAML login issues in the Android App.

Mar 23,2013

New Feature - Android App for ServiceDesk Plus On-Demand

We are happy to announce the availability of the native Android App for ServiceDesk Plus  On-Demand. You can download the app at
Get it on Google Play

With the new app, your technicians can access your IT ServiceDesk on the go using their Android Mobile Phones helping them create, update and resolve tickets anytime from anywhere. Not only that, technicians can also mark time spent entries on tickets, add notes, reply to end users from within tickets and view tickets on pre-defined filters. We believe that the Android App for ServiceDesk Plus On-Demand would help you respond to and resolve tickets faster increasing IT helpdesk efficiency and improving end user satisfaction.

The key features of the app are summarized below

Mar 21,2013

Bug Fixes

Changes to the schedule in Preventive maintenance tasks did not get updated. This was fixed.

Feb 28,2013

Bug Fixes

Caching issue while adding new templates was fixed.

Dec 28, 2012

New Feature - Remote Control

ServiceDesk Plus On-Demand introduces Remote Control Add-on feature for screen sharing between technicians and end users in different locations with Zoho Assist. The feature is agentless, so there is no need to deploy and run agents in each system. Supported operating systems include Windows, Linux and Mac. For more details click here.

Enhancements in User Management

A new role Organization Admin is introduced. From now onwards Technician having this role will have the complete User Management Privileges as listed below,

  1. Add/Delete Users(both Requesters and Technicians) with Login permissions
  2. Enable/Disable Logins for Users(both requesters & technicians).
  3. Assign roles for Technicians
  4. User Management using Provisioning App.

There can be any number of Organization Admins. Only the Technician with SDAdmin role can be made as Organization Admin

Note : In case you are using the application already, please note that the Super Admin ( the email address with which you signed up for the current subscription) will now be an Organization Admin.

Enhancements in Probe

Probe will always have a secure connection with ServiceDesk Plus On-Demand server so that jobs will be immediately given to Probe. Hence make sure the Probe system has access to https://dms.zoho.com

Bug Fixes

  1. Login screen in spanish and Japanese language had some special characters.
  2. Occasionally, the system user getting updated with any other existing organization user during delete and syncing users using Provisioning App.

Purchase Order Enhancements

Nov 23, 2012

Bug Fixes

The following issues have been fixed in today's hotfix:

  1. The Change Approval action taken mail had the incorrect technician name.
  2. Special characters in email subjects were incorrectly displayed.
  3. $Request link in the notification email referred to an incorrect URL.  
  4. There were issues with scanning Assets having the same Service Tag.

Nov 14, 2012

Bug Fixes

The following issues have been fixed in today's hotfix:

  1. Complete threaded conversation did not appear in the Reply template while using the $Description variable.
  2. In Group Add/Edit - Adding technicians in the group notification email list caused alignment issues.
  3. Error while adding Pick List items[for additional fields] due to restricted character count .

Oct 11, 2012

Enhancements

1. New UI for Additional Fields

We have changed the way you can add new additional fields in ServiceDesk Plus On-Demand.  From a tab based view provided earlier, we have moved to a list based view for easy creation and management of additional fields.
You can refer to the Request Additional Fields help document here to see how you can create, view, edit and delete additional fields in the application.

2. Additional Tasks in Request

You could choose up to 10 tasks to be executed when a request is raised. We have now increased this limit to 50.

Sep 25, 2012

Bug Fixes

The following issues are fixed in today's hotfix:

  1. When a request previously assigned to and viewed by a technician was changed to ‘Unassigned’ by modifying the site or group, the request subject did not appear in bold in the Request List View.
  2. Change approver when clicking on the email link to approve the change was unable to view attached documents in the change as the link was missing.
  3. The first 500 characters in the content of the Subject in each solution will now be shown on the tool tip.
  4. Auto Close option did not work for requests in the ‘Resolved’ status created through Preventive Maintenance Tasks. 

API Enhancements

We have provided new APIs for the bulk operations on requests: Pickup, Assign, Merge, Close and Delete. You can detailed information here.

Sep 10, 2012

New Feature - Asset Depreciation

We have rolled out the Depreciation feature for Assets in ServiceDesk Plus On-Demand. Depreciation calculation on used assets that decrease in value over time helps in useful financial reporting. You can configure depreciation either at the product level or the asset level. The following methods of calculating asset depreciation are currently supported:

  • Declining Balance
  • Double Declining Balance
  • Straight Line
  • Sum of the Years Digit

For more details, please refer to the help document here 

Bug Fixes

Tickets that were in the ‘On Hold ‘status were flagged for SLA violation. This is now fixed.

July 23, 2012


Enhancements

Bug Fixes

The following issues are fixed in this release:

July 2, 2012

New Features:

Software Asset Management - Additional Software License Types

ServiceDesk Plus On-Demand now supports additional license types for Software Asset Management apart from the currently available ‘Individual’ and ‘Enterprise’ license types. The entire list is given below:

You can find more details of adding a license here.

Software Asset Management - Software License Agreements

You can create software license agreements and associate them to software licenses. You can attach softcopies of the agreement and add Purchase and Invoice details. You can set the Agreement Expiry Notification to go out to selected users a specified number of days before the agreement expiry. Like software licenses, you can edit and delete software license agreements and print them out too.

Bug Fixes

The following issues are fixed in this release:

May 15, 2012

Automatic Import of Users and Synchronization with Active Directory

We have rolled out a new version of the Provisioning App that offers a better way of importing Requesters in ServiceDek Plus on-Demand from your Active Directory/LDAP. Not only that, with the Provisioning App, you can automatically synchronize SeriviceDesk Plus On-Demand with your Active Directory by running the Provisioning App as a Scheduled Task in Windows to automatically add, update, disable or delete users from ServiceDesk Plus on-Demand on a periodic basis.

You can find more details of the Provisioning App here. For details on configuring AD SSO for your ServiceDesk Plus On-Demand instance please see here.

April 20, 2012

Enhancements

1. Survey Translation

Admins can now translate survey questions in a language of their choice to be sent to the requesters. The following 14 languages: Brazilian Portuguese, Chinese, Dutch, English, French, German, Italian, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish and Traditional Chinese. For more details , please refer to http://ondemand.manageengine.com/service-desk/help/admin/defining-a-survey.html

2. Site Deletion

While trying to delete a Site in the application, an alert is shown to the technician asking if existing Requesters, Probe, Assets, Request Template and Preventive Maintenance tasks associated to that Site need to be associated to another site. You can also choose to not select any site and move the existing Site associations to ‘Not associate to any Site’.

Bug Fixes

March 21, 2012

ServiceDesk Plus On-Demand Hotfix

Compatibility with Firefox 11

We released a hotfix today that has made ServiceDesk Plus On-Demand browser compatible with Firefox 11.

Other Updates

  1. Technicians can now choose to notify Approval senders( technicians) of Approval action ( approved or rejected) in the Requests module.
  2. Issues in saving the Requester Canvas in the Request Template have been fixed.

March 14, 2012

Purchase Order Enhancements

We have rolled out some enhancements to the Purchase Order ( PO) module in ServiceDesk Plus On-Demand. 

  • A new PO approval mechanism: The existing PO approval mechanism in ServiceDesk Plus On-Demand stands changed. The single level approval system is replaced by what is called a ‘multistage, multiple approver’ PO approval mechanism.  You can create up to 5 stages of approvals with multiple approvers (requesters or technicians) in each stage. Please click here to find more details of the changed approval mechanism.
  • Add Invoice details to a Purchase Order
  • Add Payment details to a Purchase Order
  • Configure email templates for purchase order approval notifications.

What this means to your existing POs in the application

All your existing PO approvals will be seamlessly moved to

Stage 1. Let us explain with a scenario:

Assume there is a PO existing in the system pending approval from two approvers, Cathy and Jimmy . Here's how the screen would look now :

In the new PO approval system, here's how the screens would look for three different cases of the scenario:

Case 1: Both Cathy and Jimmy have not approved the PO yet

In case both Cathy and Jimmy have not approved the PO yet, the status of the PO is ' Pending Approval'

Case 2: Cathy has approved the PO while Jimmy's decision is pending

In case Cathy has approved the PO while Jimmy's decision is pending, the status of the PO is ' Approved' since one of them has approved the PO.

Case 3: Cathy has rejected the PO while Jimmy's decision is pending

In case Cathy has rejected the PO while Jimmy's decision is pending, the status of the PO is ' Pending Approval' since only one of them has rejected the PO. The final status of the PO depends on Jimmy's decision to approve or reject it.

Request Template Enhancement

Mark any Request Template the ‘Default Template’

You can now make any Request Template that you create, the DEFAULT template. Just go to Admin » HelpDesk » Request Template
In the list view, select any template and click on the ‘Make Default’ button. The template selected will now become the Default Template.

In the screen shown, ‘My Template’ a Request Template has been made the default template and hence is indicated by a small icon.

Bug Fixes

February 13,2012

API

The ServiceDesk Plus On-Demand API allows for the integration of ServiceDesk Plus On-Demand with applications for network monitoring, intranet web applications and other third party SaaS applications. The API currently provides integration points to various help desk modules including Requests, Incidents, Users, Notes, Worklogs and a host of other Administrator functions like Site, Category, Status, Level, Priority, Mode, Impact, Urgency, Request Type and Request Templates. The ServiceDesk Plus On-Demand API supports XML and JSON formats and is programming language-neutral allowing developers to create applications in a language they are familiar with.

Please refer API document, click here to get started

Native iPhone App

ServiceDesk Plus On-Demand now has a native iPhone app that iPhone users can use to access and manage their IT help desk tickets on the go. iPhone users can create, update, assign, communicate with ticket owners and close tickets from the app. Other functions include the addition of ticket resolutions and work logs, search capability and customizable ticket views. More details of the app can be found at http://ondemand.manageengine.com/iphone/

Enhancements

1) Work logs

January 01, 2012

Flash based Dashboard

You can now make any Request Template that you create, the DEFAULT template. Just go to Admin » HelpDesk » Request Template
In the list view, select any template and click on the ‘Make Default’ button. The template selected will now become the Default Template.

In the screen shown, ‘My Template’ a Request Template has been made the default template and hence is indicated by a small icon.

We have just rolled out an improved and better Flash based dashboard for ServiceDesk Plus On-Demand.

The 'Global view' has become the 'Dashboard' with 3 separate sections for:

The Request/ Incident Dashboard is a lot more comprehensive and includes these important additional details:

Open and OnHold Request Views in filter will now also include Custom Statuses created in the application.

Enhancements

Opening Incident Details from Problems and Changes
You can now open actual Incident details from associated Incidents section in Change and Problem details. Earlier the Incident details were loaded at the bottom section. An additional column is now added which would open actual Incident details page.

View technicians associated with Role
You can now view the list of technicians who are configured for a given role. This is available in Admin » Roles section.

Country Included
Azerbaijan is included in the options to select the country name while creating a site.

Bug Fixes

1) Asset Additional fields imported through CSV would not be updated correctly. This is now fixed.

2) Issues (Server Errors) in opening attachments in the mail sent for request approval is fixed.

3) Unread requests were not highlighted in bold in the Request List View. This is fixed.

4) Domain text field under Self-Service Portal Settings could not be edited and this is now fixed.

5) Site field did not appear in the Request view column chooser for the Standard and Professional editions. This is fixed.

6) Issue in displaying technician leave details for users in other timezones fixed.

October 28, 2011

New Features

1) Mobile Interface for ServiceDesk Plus On-Demand

You can now carry your IT help desk in your pocket! ServiceDesk Plus On-Demand can now be accessed on a variety of devices as Android phones, iPhone and iPad. The platform independent mobile interface enables you to access critical Incident management functionality without installing anything. Customers can now enjoy speed and flexibility in reporting and resolving incidents without being chained to their desks. The Mobile interface can be accessed through the mobile browser on typing the url http://sdpondemand.manageengine.com/mobile

2) Multilanguage Support

ServiceDesk Plus On-Demand is now available in 12 different languages: French, German, Spanish, Russian, Dutch, Norwegian, Portuguese, Swedish, Italian, Polish, Chinese and Taiwan Chinese. You can choose your language when you first log into the service or change it midway at the click of a button.

3) New Asset Scan Capability

Network Device Discovery now added to Asset Scan

The probe for asset discovery so far could scan workstations across Windows, Linux and Solaris environments. The probe now has capability to automatically discover assets like printers, routers, switches, etc. using SNMP.

Scanning OUs (Organizational Units) from Active Directory

If you do not want to scan the entire domain and instead want to scan only an OU, you can provide a base DN in the Domain Scan page.

4) First Response SLA

With the First Response SLA feature, you can now specify the time within which a request needs to be responded to, in terms of days, hours and minutes.  You can also escalate the ticket to other technicians and/or the owner if the ticket has not been responded to within the specified time limit. You can also pull reports based on First Response SLA.

Enhancements

1) System Log

The System Log is can now be exported to an XLS or CSV file.

2) Calendar Customization in Self Service Portal Settings

You can now customize the calendar view in the Self Service Portal Settings by selecting the start day of the week from a drop-down. The selected day will be considered the starting day of the week in all the calendar views. 

3)  Action on email replies from requesters to closed requests in Self Service Portal Settings

When the requester replies through E-mail to the closed requests you can configure the application to take one of the following:

4) Requester action on request tickets in Self Service Portal Settings

From their Self Service Portals, requesters can now perform the following actions on tickets raised by them:

5) Stopping the timer for requests awaiting approval in Self Service Portal Settings

It is now possible to configure the system to stop the timer for those tickets that are awaiting approval. If stop timer is enabled, timer will be automatically stopped for requests. You can also configure the status that must be set while the request ticket awaits approval.

6) Business Rules and SLA with Empty Criteria

You can now add and execute Business Rules and Service Level Agreements without selecting the criteria. These Business Rules and Service Level Agreement are executed when none of the request values satisfy any parameter criteria mentioned in other Business Rules and Service Level Agreement.

7)  Due by Time for Reopened requests in Self Service Portal Settings

For reopened requests, the time frame in which the ticket moved from the ‘Closed’ to the ‘Open’ state is now added to the ‘Due by’ time of the request.

8)  Site Information in Request Details Page

Information on the request site can now be viewed from the request details page without any configuration by just clicking on an icon next to the site name.

Bug Fixes

1) Individual technicians could not customize the Request List View Columns according to their preference. This is now possible.

2) In the reports module, the input length of filter criteria was restricted to 100 characters and threw an error if it went over this limit. This restricted is now removed.

3) The Audit Trial of assets showed the time in server settings and not the user specific time. This has now been fixed to reflect the time zone of the user.

4) Laptops scanned by the probe were wrongly categorized as desktops in the application. This is now fixed.

5) The custom domain name did not allow for the use of the special character “-“.The use of this special character in the custom domain name is now permitted.

6) In the Requests module, the time spent value was shown as the difference between the completed and created time.  In the TimeSpent module, the time spent field showed the time entered in the work log and the elapsed time field showed the time spent (difference between the completed and created time).This is now fixed in such a way that TimeSpent field shows the difference between the completed and created time in both modules and the time elapsed field shows the value entered in the work log.

7) Asset import from CSV with cell data containing multiple lines threw errors. There were also errors thrown while attempting to import assets with additional field details in the CSV file. This is now fixed.

June 11,2011

Integration with Active Directory

You can now integrate ServiceDesk Plus On-Demand with your Active Directory for importing user information. Users will be able to login to ServiceDesk Plus On-Demand using their Active Directory credentials. In addition, they can also leverage the advantages of the single sign on capability provided by Windows Integrated Authentication. This capability is highly secure and standards based, and is implemented using SAML for all user management assertions. For more details on how this works, refer to this document.

User Group

One of the crucial requirements in rendering IT services is to offer certain services globally to all users and restrict certain other services to specific users alone. To achieve this, provision to create 'User Groups' has been introduced. You can classify the ServiceDesk Plus On-Demand users within your organization into various User Groups. After creating the groups, you can carry out various 'group-based' services - for example, announcing service downtime to the user group belonging to a specific location.

Task Template

In typical help desk environments, there would be requirements to assign the same or similar tasks to different users at different times. Adding the tasks afresh every time leads to waste of time and resources. To overcome this, 'Task Templates' are provided. Templates can be created with details about the task and they could be assigned to users instantly without having to fill the details. Task Templates can be used for adding tasks on a request, problem or change.

Resolution Template

In day-to-day customer support, quite often the technicians will receive requests that involve the same or similar solution. In such cases, instead of typing the solution repeatedly, 'Resolution Templates' could be created. The template will contain the solution, which can be sent to the customers instantly.

New Features / Enhancements

1) When selecting specific columns among the additional fields in the column chooser for display in 'Request List View', earlier, only 20 additional fields were listed. Now, it has been enhanced to include all the additional fields. Earlier, this was available to Technicians. This has now been extended to Requesters also.

2) The 'Print View' of problems, changes and requests now provides the option to select only specific items for printing. For example, when printing a change, you can just print the Work Log and History alone.

3) Earlier, the 'Work Log' in 'Problem' and 'Change' displayed only the recent 10 records. This has now been changed to include all the available records.

Bug Fixes / Changes

1) Earlier, when Problems and Changes reports were edited, some column names were displayed as 'Null'. This has been fixed.

2) Timezone and time format display has been standardized in the application. The organization timezone will take effect everywhere.

3) Requesters are identified through their email addresses. A new email address is treated as a new user. Case-sensitiveness was imposed in parsing the emails. The same email address with different case was considered as a different user. This has now been fixed. The email address is now considered case insensitive.

4) In Asset Management, when the Acquisition date of Software License was edited , garbled characters were displayed. This is now fixed.

Note:
Restart "ManageEngine SDP On-Demand Probe" service from Windows Services console to get the probe updated to its latest version

October 28, 2011

New Features

1) Mobile Interface for ServiceDesk Plus On-Demand

You can now carry your IT help desk in your pocket! ServiceDesk Plus On-Demand can now be accessed on a variety of devices as Android phones, iPhone and iPad. The platform independent mobile interface enables you to access critical Incident management functionality without installing anything. Customers can now enjoy speed and flexibility in reporting and resolving incidents without being chained to their desks. The Mobile interface can be accessed through the mobile browser on typing the url http://sdpondemand.manageengine.com/mobile

2) Multilanguage Support

ServiceDesk Plus On-Demand is now available in 12 different languages: French, German, Spanish, Russian, Dutch, Norwegian, Portuguese, Swedish, Italian, Polish, Chinese and Taiwan Chinese. You can choose your language when you first log into the service or change it midway at the click of a button.

3) New Asset Scan Capability

Network Device Discovery now added to Asset Scan

The probe for asset discovery so far could scan workstations across Windows, Linux and Solaris environments. The probe now has capability to automatically discover assets like printers, routers, switches, etc. using SNMP.

Scanning OUs (Organizational Units) from Active Directory

If you do not want to scan the entire domain and instead want to scan only an OU, you can provide a base DN in the Domain Scan page.

4) First Response SLA

With the First Response SLA feature, you can now specify the time within which a request needs to be responded to, in terms of days, hours and minutes.  You can also escalate the ticket to other technicians and/or the owner if the ticket has not been responded to within the specified time limit. You can also pull reports based on First Response SLA.

Enhancements

1) System Log

The System Log is can now be exported to an XLS or CSV file.

2) Calendar Customization in Self Service Portal Settings

You can now customize the calendar view in the Self Service Portal Settings by selecting the start day of the week from a drop-down. The selected day will be considered the starting day of the week in all the calendar views. 

3)  Action on email replies from requesters to closed requests in Self Service Portal Settings

When the requester replies through E-mail to the closed requests you can configure the application to take one of the following:

4) Requester action on request tickets in Self Service Portal Settings

From their Self Service Portals, requesters can now perform the following actions on tickets raised by them:

5) Stopping the timer for requests awaiting approval in Self Service Portal Settings

It is now possible to configure the system to stop the timer for those tickets that are awaiting approval. If stop timer is enabled, timer will be automatically stopped for requests. You can also configure the status that must be set while the request ticket awaits approval.

6) Business Rules and SLA with Empty Criteria

You can now add and execute Business Rules and Service Level Agreements without selecting the criteria. These Business Rules and Service Level Agreement are executed when none of the request values satisfy any parameter criteria mentioned in other Business Rules and Service Level Agreement.

7)  Due by Time for Reopened requests in Self Service Portal Settings

For reopened requests, the time frame in which the ticket moved from the ‘Closed’ to the ‘Open’ state is now added to the ‘Due by’ time of the request.

8)  Site Information in Request Details Page

Information on the request site can now be viewed from the request details page without any configuration by just clicking on an icon next to the site name.

Bug Fixes

1) Individual technicians could not customize the Request List View Columns according to their preference. This is now possible.

2) In the reports module, the input length of filter criteria was restricted to 100 characters and threw an error if it went over this limit. This restricted is now removed.

3) The Audit Trial of assets showed the time in server settings and not the user specific time. This has now been fixed to reflect the time zone of the user.

4) Laptops scanned by the probe were wrongly categorized as desktops in the application. This is now fixed.

5) The custom domain name did not allow for the use of the special character “-“.The use of this special character in the custom domain name is now permitted.

6) In the Requests module, the time spent value was shown as the difference between the completed and created time.  In the TimeSpent module, the time spent field showed the time entered in the work log and the elapsed time field showed the time spent (difference between the completed and created time).This is now fixed in such a way that TimeSpent field shows the difference between the completed and created time in both modules and the time elapsed field shows the value entered in the work log.

7) Asset import from CSV with cell data containing multiple lines threw errors. There were also errors thrown while attempting to import assets with additional field details in the CSV file. This is now fixed.

June 11, 2011

Integration with Active Directory

You can now integrate ServiceDesk Plus On-Demand with your Active Directory for importing user information. Users will be able to login to ServiceDesk Plus On-Demand using their Active Directory credentials. In addition, they can also leverage the advantages of the single sign on capability provided by Windows Integrated Authentication. This capability is highly secure and standards based, and is implemented using SAML for all user management assertions. For more details on how this works, refer to this document.

User Group

One of the crucial requirements in rendering IT services is to offer certain services globally to all users and restrict certain other services to specific users alone. To achieve this, provision to create 'User Groups' has been introduced. You can classify the ServiceDesk Plus On-Demand users within your organization into various User Groups. After creating the groups, you can carry out various 'group-based' services - for example, announcing service downtime to the user group belonging to a specific location.

Task Template

In typical help desk environments, there would be requirements to assign the same or similar tasks to different users at different times. Adding the tasks afresh every time leads to waste of time and resources. To overcome this, 'Task Templates' are provided. Templates can be created with details about the task and they could be assigned to users instantly without having to fill the details. Task Templates can be used for adding tasks on a request, problem or change.

Resolution Template

In day-to-day customer support, quite often the technicians will receive requests that involve the same or similar solution. In such cases, instead of typing the solution repeatedly, 'Resolution Templates' could be created. The template will contain the solution, which can be sent to the customers instantly.

New Features / Enhancements

1) When selecting specific columns among the additional fields in the column chooser for display in 'Request List View', earlier, only 20 additional fields were listed. Now, it has been enhanced to include all the additional fields. Earlier, this was available to Technicians. This has now been extended to Requesters also.

2) The 'Print View' of problems, changes and requests now provides the option to select only specific items for printing. For example, when printing a change, you can just print the Work Log and History alone.

3) Earlier, the 'Work Log' in 'Problem' and 'Change' displayed only the recent 10 records. This has now been changed to include all the available records.

Bug Fixes / Changes

1) Earlier, when Problems and Changes reports were edited, some column names were displayed as 'Null'. This has been fixed.

2) Timezone and time format display has been standardized in the application. The organization timezone will take effect everywhere.

3) Requesters are identified through their email addresses. A new email address is treated as a new user. Case-sensitiveness was imposed in parsing the emails. The same email address with different case was considered as a different user. This has now been fixed. The email address is now considered case insensitive.

4) In Asset Management, when the Acquisition date of Software License was edited , garbled characters were displayed. This is now fixed.

Note:
Restart "ManageEngine SDP On-Demand Probe" service from Windows Services console to get the probe updated to its latest version

March 23, 2011

New Features / Enhancements

Bug Fixes / Changes

December 22, 2010

Enhanced Asset Scanning

ServiceDesk Plus On-Demand Probe now scans for Mac, Solaris and IBM AIX workstations. This is in addition to the Windows and Linux that are currently supported. Software inventory scanning for Linux, Mac, Solaris and IBM AIX is also now supported.

Auto Assign Tickets

Don't let your tickets stay in the queue, unassigned anymore. With the new Auto assign functionality you can automatically distribute the tickets to your technician based on their availability and criticality of the incident.

ServiceDesk Plus On-Demand has introduced Round Robin and Load balancing methods which will address different helpdesk environments. This auto assign functionality from ServiceDesk Plus On-Demand can now do the job of your helpdesk coordinator automatically.

Reply Template

While replying to requests, technicians tend to type the same response repeatedly to quite a few requests of the same type. With Reply Template, Admin can create templates that can be used by technicians to send responses thus saving time and effort.

Admin can create each template with a unique name with configurable subject and content. The templates are displayed as a list for technicians to choose in the 'Reply' page.

Let's support faster, easier, and together

Let's support faster, easier, and together