ServiceDesk Plus ReadMe

Behavior Changes :

• SD-96248 : OrgAdmin can now create 15 service desk instances in the ESM portal

Framework Upgradation :

• Postgres upgraded from version 10.12 to version 10.16

Issues Fixed :

Vulnerability :

• SD-92045 : CVE-2020-25696 : Arbitrary SQL injection vulnerability
• SD-92100 : CVE-2020-25695 : Arbitrary SQL injection vulnerability
• SD-91919 : Privilege escalation vulnerability in user API.
• SD-93751 : Users are able to upload files with extensions that are blacklisted in the Global Config.
• SD-96346 : Found privilege escalation vulnerability in private summary, CI history, and audit reports.

Requests :

• SD-95498 : Unable to load conversations in the request details page.
• SD-95261 : Last updated time is incorrectly updated in the request details page.
• SD-96511 : The Site field in requests is not getting populated when the requests is raised via email by users who are associated with a site/department.
• SD-96565 : The Field Update action in business rules is not getting applied when the requests are raised by requesters over templates whose mandatory fields are non-editable to requesters.
• SD-96184 : On creating/updating two requests simultaneously, the description of the first request is replaced with that of the second request. The issue occurs only when the description of both the requests exceed 16000 characters.
• SD-95535 : On changing the SLA for a request that is resolved before due by time and closed after due by time, the request is marked as overdue.

Assets :

• SD-96826 : Agent : DC Agent scan fails in ServiceDesk Plus when SSO is enabled.

ESM Directory :

• SD-94188 : Under ESM Directory, the Service Desk Instances page has invalid characters

Reports :

• SD-95344 : API Call Limit error thrown while re-syncing large number of data with Advanced Analytics
• SD-96121 : Advanced Analytics sync fails in specific scenarios.
• SD-94909 : In some predefined reports, the data generated from list view is different from the data generated by editing and running the report.
• SD-95362 : Unable to save default CI History report and Audit report after editing.

Integrations :

• SD-96484 : Unable to add new users from request detail page using Custom Actions for ADManager Plus.

General :

• SD-96055 : The selected tab text theme is not getting applied to the currently accessed modules.
• SD-96571 : The header message related to Desktop Central Settings is displayed in Standard edition.

Issue Fixed :

Vulnerability :

• SD-96823 : Authentication bypass vulnerability in few rest API urls reported by David

Issues Fixed :

General

• SD-94210 :In some cases, images which were copied and pasted in the description field of a request go missing.

Issues Fixed :

Mobile App

• SD-93675 : Since Apple is stopping the support for sending push notifications using legacy binary implementation, we are changing our push notification implementation to latest HTTP/2.0 based implementation.

Enhancements :

• SDF-79071 : Import of SSL certificates now supports automatic download of intermediate certificates that are referred through URL in PFX files.
• SDF-91787 : ServiceDesk Plus now supports Azure SQL server.

Issues Fixed :

Vulnerability :

• SD-93399 : Privilege escalation vulnerability while associating purchase requests to Purchase Orders reported by Ranjit Pahan.
• SD-93446 : Unprivileged users are able to view inline images reported by Manuel.
• SD-93436 : Privilege escalation vulnerability when adding attachments to Purchase Requests reported by Ranjit Pahan.
• SD-93430 : Privilege escalation vulnerability in Purchase Request history reported by Ranjit Pahan.

Requests :

• SD-93223 : Unable to save a transition rule in request life cycles without configuring Criteria even when it is not mandatory.
• SD-93264 : In requests created via email, attachments with leading space in the file name are downloaded as empty files from the application.
• SD-93265 : Field and Form Rules configured to set/unset tasks does not execute in requester login.
• SD-93291 : When the template of a request is updated, the request template's resolution is not retained in the request.
• SD-93433 : Unable to add request from the Requester login if the Email ID to Notify field contains space.
• SD-93149 : Technicians are unable to view all the requests in their site while configuring request dependency.

Changes :

• SD-92071 : Unable to use add/remove options for the fields Change Owner and Change Manager in custom scripts under field and form rules.

Admin :

• SD-93224 : In service requests, Field And Form Rules using inbuilt addMoreResource script does not work.
• SD-93504 : Mail Fetching stops when Zia Reopen prediction is enabled and a requester replies to closed/resolved requests with empty content.
• SD-93574 : Unable to send two-factor authentication emails when EWS Protocol is configured in the Outgoing Mail Server settings.
• SD-85498 : Survey emails are not sent if Support Group value is missing in requests but the survey configuration criteria contain "Support Group" column and "is not" condition.
• SD-88459 : Unable to add 300 plus technicians at the same time to a support group.
• SD-91785 : In Admin >> General Settings >> Security Settings, description for Session timeout configuration is misleading.
• SD-92207 : Reporting To field is not set for users imported from AD in 11132 build or higher.
• SD-93009 : If password protection is enabled and EWS Protocol is configured in the Outgoing Mail Server settings, attachments are not received when the request is forwarded via emails.
• SD-93365 : In some cases, the application header is not translated in non-English setups after upgrading to 11138 build or higher.

General :

• SD-94093 : Notification email for user's disk I/O performance is disabled further.

Behavior Changes :

• SD-92805 : The character limit for Comments column in Approvals list view is increased to 150. If the character limit exceeds 150, the show more link appears that will display the entire comment in a pop-up window.
• SD-92788 : Login authentication has been removed and API Key authentication has been introduced for pushing data from a remote server.
• SD-92830 : Device domains fetched during scans (except domain scan) will now be added as private domains.
• SD-92586 : Approval actions can no longer be performed after a request is moved to any of the completed statuses (Completed to Closed/Resolved/Custom Completed).

Enhancements :

• SDF-89681 : Option to limit the number of workstations' data fetched while generating Audit History by Workstation report under Performance Settings.
• SDF-92192 : Support for reindexing of all database tables is now included in the scheduled database maintenance operation which can be configured under Admin (or ESM Directory) >> General Settings >> Performance Settings.

Issues Fixed :

Vulnerability :

• SD-92581 : URL parameters are not validated properly while adding or editing request dependency.
• SD-92578 : URL parameters are not validated properly in change details page.
• SD-92579 : Incorrect error message and status code displayed for invalid requests.
• SD-92576 : URL parameters are not validated properly in calendar page.
• SD-92580 : Incorrect error message displayed for invalid requests.
• SD-93033 : Vulnerability issues in Cross Domain Messaging.
• SD-93366 : Unprivileged technicians are able to access the asset list view.
• SD-92575 : Incorrect error message displayed for invalid requests.
• SD-92785 : Privilege escalation vulnerability in canceling Purchase Order reported by Ranjit Pahan.
• SD-92719 : Privilege escalation vulnerability in adding attachments in Assets module reported by Ranjit Pahan.
• SD-93428 : XSS vulnerability in purchase request history reported by Ranjit Pahan.

Dashboard :

• SD-92966 : In some cases, the request count in the Request Summary widget differs from the count in request list view

Requests :

• SD-93129 : Site, Group and Technician fields are not populated while bulk editing requests in a newly created portal.
• SD-93054 : Unable to update the status of a request to Open via bulk edit form.
• SD-93030 : Templates are not listed alphabetically in the Template drop-down while adding or editing requests.
• SD-92682 : Field options are not maintained in the order they are configured and listed alphabetically during template preview and while adding/editing a request.
• SD-88481 : Approvers are unable to preview or download conversation attachments from the request approval page.
• SD-93045 : Mode field is not set automatically when a request is created via chat.
• SD-92985 : Email signature is added by default to the recommend template description.
• SD-93261 : Unable to add request on behalf of a user belonging to a different site.
• SD-93229, SD-93116 : In certain scenarios, inline images are missing in notifications triggered by the application.
• SD-92970 : When merging requests, applying group-based filters to the request list view displays an inappropriate error.
• SD-92864 : "Seen by Technician" record is not updated in the request history tab.
• SD-92860 : In some cases, technicians are able to assign multiple projects to a single request.
• SD-92868 : Email notifications are displayed in plain text for Notify requester when a request is moved to another instance notification.
• SD-93123 : Unable to add more than 100 technicians in Technician Auto Assign.
• SD-93258 : Ticket creation via email is getting failed when the corresponding request template has been configured with a completed status as the default value and some fields are mandated using closure rules.

Tasks :

• SD-93031 : Error thrown when a technician adds worklog from the Home tab if the Allowed to view cost per hour option is enabled and the Not associated to any site option is not selected for the technician.
• SD-92194 : When the task list view is sorted with Group field, the Owner field is not displayed with the selected values during inline edit and vice-versa.

Changes :

• SD-71628 : Change attachments in CAB Approval Notification are unnecessarily retained in their temporary location even after the notification emails are sent.
• SD-92480 : CAB members are not sorted according to their user names in the Add CAB Member pop-up, approval level list view and in the approval levels.
• SD-92980 : Database Configuration added. If set true, the approval level status will not be reset when the change request moves down a stage.
• SD-92981 : Database Configuration added. If set true, approvals with status Pending will be completely removed when deleted instead of being greyed out.
• SD-93114 : Approval link is broken in approval email if the Approval Level name contains space in it.
• SD-92597 : Notification triggered incorrectly when change fails to get copied due to approver being deleted from the application.
• SD-93016 : Unable to configure approval levels in approval stage as CAB role is not listed for non-administrator users.
• SD-92978 : Unable to add attachments in Change via V1 API.
• SD-92547 : Success message displayed incorrectly when the approval sending is failed due to invalid email address or invalid file attachment name.
• SD-92570 : When the Mini Calendar panel is expanded/collapsed in change calendar view, the Calendar Strip is not rendered accordingly.

Projects :

• SD-92661 : Error thrown while editing projects if any option in an associated picklist additional field is added or removed.

Assets :

• SD-92872 : Unable to import assets via CSV file if the URL is invoked more than 5 times.
• SD-92111 : Issue connecting to agents via Telnet/SSH protocol when the SSH credentials contain private key.
• SD-92138 : Unable to save monthly asset scan scheduled with Day option.
• SD-92495 : Site details are not saved while loaning an asset from the asset details page.

CMDB :

• SD-92027 : Improper error thrown if the CI type is invalid while fetching CI details via CMDB API.

Purchase :

• SD-78626, SD-91865 : Unable to receive Purchase Order if the selected product is deleted before the Purchase Order is saved.

Contracts :

• SD-92610 : Error thrown while updating contract if the number of days in Notify Before field exceeds 10.

Admin :

• SD-93147 : When more than 10 SLAs are associated with request templates, only the first 10 are listed during request creation.
• SD-93148 : Breakage in Field And Form Rules configured with Group as the condition and Not Specified as the value.
• SD-93095 : In requester login, breakage in Field And Form Rules configured for Email IDs to Notify field.
• SD-92975 : After upgrading to version 11139, custom security response headers are missing in the login page.
• SD-92900 : On removing the Department Name column from the users list view, the Site column is rendered empty for all users.
• SD-92986 : Option menu is not rendered while adding resource questions if Software is selected as the product type.
• SD-92973 : Field and Form Rules are not applied while previewing request templates.
• SD-91645 : Requesters are unable to view a request when the V3 API is with a template ID, when they don't have permission to view the template of the current request.
• SD-92490 : Error thrown on adding/editing resource questions if the question contains products as options and images are enabled.
• SD-93397 : Issue processing emails from new users when new user addition is disabled for the specific instance.
• SD-90403 : Notifications acknowledging new requests or technician assignments are not triggered for requests that are moved from another instance.
• SD-91433, SD-91557 : Unable to save the Requester layout of Request templates if Requester can set is disabled and description field height is changed in Technician layout

Reports :

• SD-91143 : Unable to generate custom CMDB reports when the Business Impact column is added to the report.
• SD-89681 : Error thrown while generating Audit History by Workstation report if a large number of data is present.
• SD-91030 : Unable to generate query reports using database functions in restored builds between 11120 and 11129 builds.
• SD-92804 : Custom Widgets added to the Dashboard from Reports contains incorrect data if any advanced filtering criteria in the report contains Null as one of its values.
• SD-92528 : When an Advanced Matrix Report is generated with Time as its date format in the Column Grouping section, the report contains 12h time format without AM/PM indication.
• SD-91420 : Unable to edit/delete reports in certain customer environments.
• SD-91808 : Request export from the request list view fails in certain scenarios.
• SD-91963 : The Stack On field is missing when editing custom reports with Stacked Bar Chart 2D type charts.
• SD-92053 : In query reports, the SQL queries containing a line break before the FROM clause are not working.
• SD-32087 : Columns displayed in the Report Wizard will be listed alphabetically.
• SD-93055 : On setting the Column Name as Status in the Advanced Filters section while generating change custom reports, the column data in the Value field are displayed with overwritten text.

Mobile App :

• SD-92742 : In professional edition, unable to add assets using barcodes via ServiceDesk Plus mobile app.
• SD-92865 : Approvers are unable to add comments with more than 72 characters while performing approval actions via the mobile app

General :

• SD-92604 : Unable to access Grammarly extension in Rich Text Area.
• SD-93205 : Unable to switch portals in Chrome and Edge browsers.

Issues Fixed

Vulnerability :

• SD-92197 : DoS vulnerability while deleting sites in API Requests.
• SD-92463 : Privilege escalation vulnerability found in Custom Menu when accessed via API calls.
• SD-92806 : Privilege escalation vulnerability in deleting CMDB attachments in Assets module reported by Ranjit Pahan.
• SD-92754 : Privilege escalation vulnerability in deleting User attachments in Assets module reported by Ranjit Pahan.
• SD-92723 : Privilege escalation vulnerability in deleting Purchase Order attachments in Assets module reported by Ranjit Pahan.

Requests :

• SD-93067 : Request description is distorted in the email notification when sent from Outlook desktop app.
• SD-93044 : Request redirects to incorrect URL from the list view if the request description contains <base> tag.
• SD-92828 : Unable to create new requests via Add Request form in the self-service portal if the On-behalf-Of field is empty and the application is configured to show only the assets associated with the requesters.
• SD-92070 : Request list view in the left panel of request details page fails to load when a custom filter with the template name of the displayed request is applied.
• SD-92909 : Unable to create requests via email when the requester email and the group email mentioned in the request are mapped with two different sites.
• SD-92858 : While creating requests via email, the task templates associated with the request template are not added as tasks under the request.
• SD-93029 : Mail fetching stops when a closed request receives a bounced email as reply if replies to closed requests are configured to be created as a new request in Self-Service Portal.
• SD-92577, SD-92588, SD-92590 : Incorrect error message displayed for invalid requests.
• SD-92720 : Unable to add/remove options in Subcategory and Item fields via Field And Form Rules while creating or editing request.
• SD-92807 : Unable to upgrade to 11138 build and above when dependant tasks are associated with a request template.
• SD-92055 : Able to close requests with empty Resolution field even if it is mandated by Request Closure Rules when the corresponding request templates contain formatted Resolution field.
• SD-92394 : When technicians are assigned to requests from the list view, the subsequent Merge operation involving those requests gets failed if it is performed in the same window.
• SD-92115 : The requester profile picture appears truncated while viewing the PDF print preview of the request.
• SD-93293 : In request details page, conversation section fails to load on selecting System Notifications when users apart from technicians are tagged in the request notes.

Changes :

• SD-91856 : Text fields under Planning stage of a change is not loaded properly, which leads to overwritten content.
• SD-92012 : The application favicon is broken while accessing the Problem or Change module.
• SD-92213 : In Chinese setups, Approval Summary and other details are not displayed under the Close stage in change details page.
• SD-91485 : When the change calendar pane is expanded/collapsed, the solution topic pane is also expanded/collapsed accordingly.

Assets :

• SD-92110 : You can now restrict sudo privilege for commands used in Linux/AIX/Solaris scan.

CMDB :

• SD-68836 : Unable to configure notifications for support groups imported via CSV files in CMDB.
• SD-91514 : In CMDB module, the Software CI types list view is not getting filtered for any value chosen using Filter by Software drop-down.
• SD-91680 : CSV user import fails when the department name or site name contain trailing spaces.

Purchase :

• SD-91836 : In purchase request details page, content overflows for Item Name and Description fields under Requested Items.
• SD-92165 : During requester login, the currency symbol is displayed incorrectly for purchase approvers under My Approvals.

Admin :

• SD-38546 : Aruba is not listed in the Country drop down.
• SD-70394 : Custom Settings is selected by default during Sites bulk-edit.
• SD-92657 : Breakage in built-in methods belonging to Field and Form Rules namely hideSection, showSection, enableSection, and disableSection.
• SD-92680 : Asterisk symbol is missing for mandatory resource fields in service requests.
• SD-92681 : Breakage in FAFR configured to hide a resource section and a field from the same section.
• SD-91989 : Unable to add multiple incoming mail server addresses under EWS protocol in different portals if the email user names are identical.
• SD-91640 : Default user fields are added to the SDLDAPFIELDMAP table during LDAP import.

Reports :

• SD-91197 : While generation reports, the formatting in change description appears with extra spaces.
• SD-91603 : On setting the Column Name as Status in the Advanced Filters section while generating change custom reports, the column data in the Value field are displayed with overwritten text.

General :

• SD-92603 : Unable to log into the application when the login page is customized.
• SD-91859 : The 'Select your domain' message displayed during login is not translated to the browser language in non-English setups.
• SD-92667 : AnnouncementConfig role assigned to requesters after upgrading to build11138 or above.
• SD-91677 : Password reset notification email fails to trigger when the password contains special characters.
• SD-92411 : The login UI text for SAML Single Sign On is aligned to the left when the credentials login form is collapsed and aligned at the center when the credentials login form is expanded.
• SD-92857 : When SAML is the only mode of authentication, users are redirected to the login page with the Login with SAML button missing instead of redirecting to the IDP.
• SD-91510 : Wrong Destination error thrown during SAML login when externalizing application via proxy server (say azure app proxy). To learn more, click here.

Framework Upgrade Information

• SD-92271 : Lodash upgraded to 4.17.20
• SD-92195 : Jquery upgraded to 3.5.1.

Enhancements

• SDF-90631 : OAuth-based authentication protocol is now used to integrate ServiceDesk Plus with Zoho Analytics. To learn more, click here.

Note : Existing users will be required to re-configure their Zoho Analytics integration using OAuth. Otherwise, their data will not be synced as configured.

• SDF-91469 : Australia and China data centers are now supported while integrating ServiceDesk Plus with Zoho Analytics.

Issues Fixed

Vulnerability

• SD-92101 : HttpClient library upgraded to 4.5.13.jar version.
• SD-92274 : Possible brute force attack detected in mobile authentication API.

Dashboard

• SD-92003 : The Request Inflow by Time widget in the Helpdesk dashboard displays incorrect data when Last year and This year filters are applied.

Requests

• SD-92190 : Error thrown while rejecting request approvals via API.
• SD-92352 : Unable to view the archived requests associated to an asset.
• SD-92049 : Error thrown on adding a new custom filter in IT instance if an incident additional field is added to the column chooser and a service category containing an additional field with the same column name is deleted.
• SD-91828 : Help Document link for supporting date formats under Requests >> Actions >> Import Requests is not working.
• SD-91734 : Checklist items are not visible in the Available Checklist Items section if the list contains more than 100 items.

Solutions

• SD-91668 : XLS solution import fails when the XLS file contains topics that are not available in the application.

Admin

• SD-91662 : When common additional fields are converted as incident additional fields, they are not removed from the technician layout of the service templates they are associated with.
• SD-87374 : The SSL Keystore password now supports dollar ($) sign while quotation mark (") and backslash (\) symbols are unsupported further.
• SD-91691 : Breakage in Field And Form Rules for Schedule Start Time and Schedule End Time fields.
• SD-92106 : During dynamic user addition, SAML login fails with error code 52 in the first attempt.
• SD-92162 : Help card content is missing under Admin >> HelpDesk Customizer >> Announcement Type.

General

• SD-90761 : In certain scenarios, system update notifications are not triggered for some users.

Behavior Changes

• SD-88316 : In ADD request API, the template default values will now be applied before Business Rules, Request Life Cycle, Request Closure Rules, etc.,
• SD-51486 : Support for V1 API is discontinued. However, custom scripts written for custom trigger will be supported.
• SD-92114 : ESM Directory >> Translations is renamed as Common Translations and Admin >> Translations is renamed as Portal Translations in ESM setup.
• SD-60888 : If Technician Auto Assign is disabled, the configured settings will not be retained on re-enabling it.
• SD-92104 : If Zia is enabled, closed/completed requests will be reopened or retained in their status based on Zia's results.
• SD-70191 :
  • Convert Incident to Service and Convert Service to Incident options are removed. You can now convert requests between incident and service templates using edit form.
  • When changing the request template, all pending tasks from the old template will be removed. Also, only the values of fields that are configured as "Requester can set" are retained and all other field values are set based on the new template values.
• SD-84537 :
  • Service requests can now be edited through email commands.
  • Service requests can now be created by mentioning the service templates.
• SD-82817 :
  • Email this note to the technician option is removed. You can now mention users by typing the @ symbol followed by their name or specific placeholders
  • Changed API v3 keys : Object name request_note changed to note, attributes created_by and created_time changed to added_by and added_time, introduced new attributes last_updated_by and last_updated_time.
• SD-91150 : The maximum number of files that can be attached via API calls is restricted to 10 files per minute. Attaching more than 10 files will lock the API URL for a period of 5 minutes.
• SD-72105 : For default roles other than SDAdmin, only the "View" permission is enabled. To add, modify, or delete announcements, AnnoucementConfig role must be associated with the technicians.
• SD-89004 : In additional fields, duplicate entries for pick list field options will be restricted. Note that this is not applicable for additional fields under Users.
• SD-92526 : Support for description field in custom filter is removed for task and project.
• SD-92808 : While duplicating incident requests, an add request form opens with the parent request properties auto-populated in all fields. Users can modify the properties if needed and click Save to duplicate the requests. Only one copy of a request can be duplicated at a time.
• SD-94571 : Requesters will be allowed to raise requests for sites they are not associated with only if:
  • The site value is configured by default in the template.
  • The request is raised on behalf of a user in different site.

Enhancements

• SDF-63109 : Two-factor authentication

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

• SDF-59658 : Kanban View

  Technicians can view requests in a billboard format where the requests are grouped as cards based on assigned technician/status/priority. To learn more, Click here.

• SDF-92104 : ZIA Reopen

  Zia can now evaluate user responses to closed requests and automatically reopen requests that need further processing. Click here to learn more.

• SDF-84267 : ESM at Advanced Analytics

  Integrate Advanced Analytics with all service desk instances and sync data instantly across several instances. You can also choose to have a common/separate account for each instance.

• SDF-92108 : Microsoft Calendar Integration

  Technicians' leave records maintained in Microsoft Calendar can be synced and managed from ServiceDesk Plus Calendar. To learn more, Click here.

• SDF-92143 : Actionable Messages for Outlook

  Users can perform help desk actions from Outlook mailbox via actionable mails sent from ServiceDesk Plus. To learn more, Click here.

• SDF-70191 : Recommend Template

  Technicians can now recommend a template via email to update the request. To learn more, Click here.

• SDF-92114 : Portal Specific Translation

  Translate texts across all service desk instances (under Common Translations) or for specific service desk instances (under Portal Translations). To learn more, Click here.

• SDF-79617 : ESM - Global Search across instances

  Users can now search for requests, solutions, projects, and announcements across instances based on their scope. To learn more, Click here.

• SDF-90428 : Service additional fields support in the custom trigger

  Service Catalog additional fields can now be used as Criteria or variables for SMS or Email Notifications under Custom Triggers.

• SDF-92105 : Change classic and color settings
  • Technicians can now view change requests in Classic View. Classic view displays change requests as an extensive list where the vital information is displayed as fixed columns, while further information can be viewed under the subject. To learn more, Click here.
  • Technicians can search through classic view using Advanced Search by selecting the column, criteria and the appropriate values.
  • The SDAdmin can color change requests in list view and classic view, based on various categorizations. To configure/view the color settings, click Color Palette in change list view or classic view. To learn more, Click here.
• SDF-76346 : Details Page Layout Customization.
  • The right panel in request details page can be hidden if needed.
  • Technicians can customise their own layout of request details page.

    To learn more, Click here.

• SDF-60888 : Technician Auto Assign Enhancement
  • SDAdmins can include technicians or requests while configuring Technician Auto Assign functionality.
  • Group field added as a column while enabling exceptions under technician auto-assign.
  • UI revamped for ease of operation.

    To learn more, Click here.

• SDF-82817 : Notes Enhancements

  Added support for attachments for request notes. To learn more, Click here.

• SDF-72105 : AnnouncementConfig Role
  • Introducing a new role "AnnoucementConfig" for managing announcement-related operations such as view, add, edit, and delete announcements. This is a non-editable role.
  • Announcement related permissions can be configured for each role independently.
  • Additionally, on migrating to this patch, existing announcement roles for the custom roles are removed and AnnouncementConfig role is added to all the technicians. To learn more, Click here.
• SDF-90076 : Default Catalog Widgets for Technician Login

  Technicians can add request catalog, incident catalog, and service catalog as default widgets on the Home page. Click here to learn more.

• SDF-84740 : Portal landing page customization for users

  The Organization Admin can configure a default landing page for all users in the organization from ESM Directory >> ESM Portal Customization in any of the following ways :

  • Set the ESM portal as the default landing page for users.
  • Allow users to set an instance as their own default landing page, or
  • Select an instance as the default landing page for all users. Users can override this setting by selecting their own preferred landing page.

    To learn more, Click here.

• SDF-84600 : Login based reports as default

  New query reports based on user login are added as default Login Reports. To learn more, Click here.

• SDF-55884 : Customizing the Trashed Request Deletion Time Limit

  You can now customize the time frame for permanently deleting trashed requests under ESM Directory >> Application Settings (in multi-instance setups) or Admin >> Self-Service Portal Settings (in single-instance setups).

• SDF-92109 : Request API for attach and Inline

  Added support for API operations to add request attachments and resolution attachments. To learn about the related API changes, Click here

• SDF-84777 : Admin - Helpdesk Customizer

  Under Admin >> Helpdesk Customizer, sub-lists of a list will open as a sub-section on the same page. Also, forms will open in pop-up boxes, retaining the existing screen in the background.

  To learn about the related API changes, Click here

• SDF-89319 : Reminder UI Revamp
  • Reminder list view and Add Reminder form UI revamped for ease of operation.
  • Add Reminder form will now open as a pop-up from list view and from Reminder widget in Home page.
• SDF-92107: Live Chat Support
  • ManageEngine' Live Chat support channel can now be accessed within the application.
  • To access it, go to Community >> Chat Support >> Live Chat or Help >> Live Chat. To learn more, Click here.
• SDF-51486 : Change API
  • Added support for New Change REST API V3 with all operations. Please refer the product API Documentation for operations and details.
• SDF-84360 : Project API
  • V3 API format changed for projects, milestones, tasks, worklogs, comments. Click here for more details.
• SDF-92116 : Users can now obtain values of fields such as email ID, domain name, and server time of the logged-in user using scripts. Click here to learn more.
• SDF-84537 : Email Command Enhancements
  • EditRequest operation now supports attachments.
  • Support for Editor and EditorEmail keys for service requests.
  • Add or edit resources in service requests based on service templates. To learn more, Click here.

Issues Fixed

Requests

• SD-91588 : In REST API documentation, the sample response for the attachment field under Get Resolution API is different from the actual Get Resolution response.
• SD-92178 : Unable to set values for Email ID to notify field via execute script option in request form.
• SD-91916 : Unable to set On Behalf Of field's value if the on behalf of user is not associated to any site.
• SD-91293 : Cost of item is wrongly displayed when we view the details of the item under resource info of a Add/Edit Request form.
• SD-88316 : When a technician with low privilege access creates a request, the request is moved to the unassigned group. The issue occurs if the template used to create the request has a pre-populated value for the group field.
• SD-85547 : While converting an incident request to a service request, the site, support group and technician compliance is not checked. This results in technician not being able to view requests.
• SD-92074 : The selected attribute is not updated to pick list fields via Field And Form Rules while adding/editing requests.
• SD-92396 : While duplicating incident/service requests, the attachments are removed from the duplicated request.

Problems

• SD-92059 : Unable to add/edit solutions and problems with multiple attachments.

Changes

• SD-89467 : In some scenario, when a change request created via API is edited, the group field is is reset to nil value.

Admin

• SD-89176 : Unable to sync data with Advanced Analytics when SSL is configured for the SDP MSSQL Database Server.
• SD-70695 : Office 365 integration : Emails sent from the ServiceDesk Plus application are not present in the sent folder of the Outlook.
• SD-92145 : Unable to copy Field And Form Rules from a request template when the rule event is updated from On Field Change to other events.
• SD-85558 : While approving a Change in Submission stage via V1 API, the date fields are reset automatically.

Reports

• SD-89747 : Mail notification is not sent to technicians during Analytics Plus integration.
• SD-90406 : Uploadtool fails while syncing data during Advanced Analytics integration when API calls exceed the configured limit.
• SD-89448 : Requests moved to trash and cleared after 24 hours are not updated via the scheduled sync in Advanced Analytics.

Issues Fixed

Agent

• SD-92392 : SSL security certificate is signed with SHA-1 in 1.0.33 for agent-server communication.

Enhancements

• SDF-91651 : Approval action comment length is increased to 500 characters.

Issues Fixed

Requests

• SD-58817 : Unable to add or edit decimal additional fields of a request with values less than 1 using Email commands.

Problems

• SD- 91799 : When attempting to close a problem violating problem closure rule, session expiry error is thrown.

Changes

• SD-89528 : The message body in the change notification email for recommendation from CAB is not populated from the respective template.
• SD-90744 : Change approval links throw an error when the approver is from instances other than IT Helpdesk or when the CAB Approval Level name contains white spaces.
• SD-91487 : In certain scenarios, change history is not displayed when the change moves from one stage to another.
• SD-92024 : Error thrown while approving the first approval level in change request when multiple approval levels are present.

Admin

• SD-91690 : The configured text color of the Save button is not applied while editing email template under Admin >> Incident Management >> Business Rules.
• SD-90875 : Need to increase the maximum number of approvers to 100 for a change approval level.
• SD-71870 : Mail fetching stops if an email does not have a domain name in the From address and the Disable new request creation through email option is enabled in the Incoming Mail Server settings.
• SD-70547 : Spam filter fails to match the criteria value if space is entered after a comma when multiple criteria are present.
• SD-91591, SD-69566 : User import from Active Directory (AD) fails when an AD field mapped to the Site field has more than 100 characters.

Community

• SD-91788, SD-71050 : Unable to report an issue from the Community tab.

General

• SD-91191 : Fail Over Service file replication throws an error when file-events file log exceeds 9999 logs. To learn more, click here.

Enhancements

• SDF-89083 : New SYSOID added to SNMP device Identification data.

Issues Fixed

Home

• SD-92056 : In requester login, clicking Report an Issue from My Assets Widget in the home page throws an unknown error. The issue occurs when the requester can access only the default request template.

Requests

• SD-91491 : When technicians collaborate on a request where the Resolution is mandated in Closure rules, the resolution appears empty in the Close Request dialog box and status changes to any of the completed statuses are not updated when another technician updates the resolution.
• SD-91681 : Modifying the SLA of a resolved request results in SLA violation, thus marking the request as overdue.

Assets

• SD-91426 : Mail notifications are triggered when an asset state is updated even though the owner remains unchanged.

Purchase

• SD-91924 : Unable to access Approval tab from approval link in PO approval notification emails using non-login url.
• SD-91921 : Issue in PO reconciliation when more than one workstation is selected.
• SD-91848 : Unable to add items while editing a Purchase Order in Partially Received or Received status.

Contracts

• SD-91665 : Error thrown on searching for assets while adding assets to Contracts in non-English setup.
• SD-91917 : Unable to import contract details through XLS import in non-English setups.

Admin

• SD-89507 : When DC is integrated with incorrect or expired API, the user and technician list view page appears broken or loads slowly.
• SD-91918 : In non-English setups, the block heading "Integrations" under the Admin tab is not translated.
• SD-91831 : Error thrown on raising Cross-Origin Resource Sharing (CORS) request.

Reports

• SD-91941 : Advanced Analytics sync failure after upgrading to build 11132 or later.

General

• SD-92154, SD-90835 : Unable to upgrade ServiceDesk Plus due to file inaccessibility error.

Issues Fixed

Vulnerability

• SD-91136 : Users are able to download attachments in Solutions ad Changes modules via non-login URL when non-login is disabled.
• SD-91137 : Privilege Escalation Vulnerability when downloading file attachments.
• SD-91948 : CVE-2020-35682 : Authentication Bypass Vulnerability during SAML login reported by Zikos

Home

• SD-89583 : Unable to view solutions via the View Solutions widget in the requester login if the requester portal is customized by technicians.
• SD-91470 : Self Service Portal Search widget is not loading when HTTP server URL is mapped to HTTPS server.

Requests

• SD-90590 : The word Pending is mistranslated in French language.
• SD-91596 : HTML format is not retained while forwarding a conversation from the request details page when the character count in the conversation description is greater than 62000.
• SD-91705 : $CS.hideUnansweredFields(["properties"]) function is not working on updating/canceling in Request Details page via page scripts.

Problems

• SD-68677 : When a problem analysis is edited , the corresponding entry in the history tab is displayed with HTML tags.

Assets

• SD-51869 : After associating a product to vendor with cost details, the vendor and cost details are displayed incorrectly while creating/editing an asset based on the associated product.
• SD-89546 : The OS name of a Virtual Machine in its details page does not correspond with its OS name in the Virtual Machine tab of the Virtual Host details page.
• SD-90479 : Unable to download the asset attachments in the asset details page.
• SD-90800 : Unable to select Product in a duplicate asset device details page if the asset is renamed with an existing asset name.
• SD-90857 : In scanned software list view, the compliance type filter is applied even when we switch from Managed filter to All Software filter.
• SD-90865 : Assets associated with a user/department are displayed while creating a new loan using Scan Asset(s) barcode option.
• SD-91091 : When a loaned asset state is set to In Store, changed to any other state (with owner details update) and reverted to In Store state, the previous asset state is retained but the owner details are removed.
• SD-91998 : Agent : SSL security certificate upgraded for agent-server communication.
• SD-88180 : Unable to select assets using barcode in the Return Loaned Assets form.

Admin

• SD-84472 : Unable to process attachments in incoming signed emails processed via the EWS protocol.
• SD-91089 : User authentication fails in the Teams integration if Active Directory single sign-on is enabled.
• SD-91144 : In some cases, Job Scheduler is unable to parse JSON causing failed notification mails, custom triggers, and push notifications.
• SD-91508 :
• Unable to view more than 10 departments/sites in User Groups.
• Inactive departments are displayed in User Groups.
• SD-91558 : Unable to set E-mail Id(s) To Notify field using Field And Form Rules during requester login.
• SD-91598 : When a support group's email address is configured as an alias address to the primary email address, the requests processed from the emails sent to the support group email address are not assigned to the support group when the mails are fetched using EWS protocol.
• SD-91614 : Unable to save SMS Notification Settings if Unicode Checkbox is disabled.
• SD-91860 : HTML content is displayed in the description field of edit request forms.

Reports

• SD-89356 : The display unit of time in TIMESPENT and ONHOLD TIMESPENT columns is changed as minutes under Request Time Analysis reports.

General

• SD-88953 : Users can customize the login page by arranging the elements within the login form, collapsing the credentials-based authentication section, and emphasize the SAML Login section.

Behavior Changes

• SD-89751 : An alert message stating maximum number of assets that can be added via barcode generation is displayed under Assets >> Barcode >> Barcode Generation >> Generate barcodes and add assets.
• SD-89502 : Password is not mandatory anymore while importing users via CSV files.

Enhancements

• SDF-91315 : IP address field is added as a column to the Mapping Document generated after printing barcodes under Assets >> Barcode >> Barcode Generation >> Barcode Generation for existing Assets.

Issues Fixed

Vulnerability

• SD-91671 : Able to download arbitrary file attachments reported by Machiel
• SD-91141 : Security vulnerability in client logging.

Home

• SD-90784 : Error thrown when non-admins attempt to email announcements after migrating to 11127 or above.

Requests

• SD-77531 : Excessive whitespace removed from Associate Incident to Problem pop-up window.

Changes

• SD-90244 : Change Status Comments limit is increased to 2000 characters.
• SD-90220 : The Asset Involved type is changed from TEXT to MULTIPLE SELECT and the setting values are modified accordingly in Admin >> Change Template >> Field And Form Rules. Existing Field And Form Rules must be updated for the behavior change to be applied.
• SD-90067 : The 'Filter Showing' criteria is not applied in Associate Problem to Change pop-up window if a category is selected for the problem.
• SD-89496 : If an excessive number of users are associated to a change role, the Change Role field turns blank while editing the request.
• SD-85024 : While associating assets to change, the 'All Sites' criteria is applied when the 'Not Associate to any Site' criteria is selected.
• SD-91612 : Date fields and Status Comments field are displayed gray while adding or editing change requests.

CMDB

• SD-90176 : New CIs added under Application Server, Database Server, and File Server are not reflected in the CMDB List View.
• SD-85524 : While editing support group via CMDB, the edit form name is displayed incorrectly.

Purchase

• SD-91127 : Unable to receive service items if the quantity contains decimal values.
• SD-68981 : Excessive parameters passed when a software license is received in Purchase Order.

Contracts

• SD-91298 : Requests are not generated from contract expiry notifications sent to application mailbox.

Admin

• SD-91303 : Unable to send notifications when the Office365 mail server is configured using SMTP in some cases.
• SD-91302 : SDP monitoring fails in Application Manager.
• SD-91270 : Unable to view data in survey reports after migrating to 11129 builds and above if the browser cache is not cleared.
• SD-91034 : Import of scanned data to Central Server fails due to invalid XML characters.
• SD-90765 : User Personalized Time format is applied to AD Import schedule.
• SD-90717 : Clicking $AutoSuggest link in acknowledgement mail sent to requester on submitting a new request displays an error page.
• SD-90023 : Unable to select department when creating user groups in non-English setup.
• SD-89465 : Unable to associate users to Organization Roles from Admin/ESM directory as the 'All Entities for this Role have been associated' message is displayed incorrectly.
• SD-91149 : Inactive sites are listed in the Site drop-down while associating users to organization roles.

Mobile App

• SD-91444 : The Apple push notification certificate is updated.

Enhancements

• SDF-89680 : Feature Policy security response header is added to Advanced Security Settings to allow/restrict features in various browsing contexts.

Issues Fixed

Vulnerability

• SD-90489 : Password is sent as plain text over the network during scan and in User module.

ESM Directory :

• SD-90178 : Unable to dissociate portal license from retired portals.

Dashboard :

• SD-91201 : Dashboards are not disabled via dashboard settings if more than 10 dashboards are present.

Requests :

• SD-91425 : Request description given in the mandate alert popup via the resolution tab of the previous request is duplicated on navigating to another request from the navigation panel and performing spot edit.
• SD-90825 : The number of tasks that can be added to a request is now limited to 250.
• SD-90737 : Request details are updated incorrectly if a task worklog is edited and the 'Consider worklog addition as first response' option is checked.
• SD-90733 : Unable to submit requests for approval from the request details page after upgrading from 11100 to 11129 build.
• SD-90743 : Checkbox for 'Add resolution to linked requests' option is not getting displayed under Resolution in Request details page.
• SD-90008 : In non-English setups,
  • Tooltip content in request classic view is not translated.
  • In the helpdesk dashboard, the X-axis in the Request Summary and Request Inflow by Time widgets is not translated.
• SD-89958 : Error thrown while saving resolution if the network path is not accessible.
• SD-89204 : HTML content is not displayed when the network path restores after failure.

Tasks :

• SD-90660 : Tasks that are reopened from their closed states after the Scheduled End times are not marked as overdue tasks.
• SD-90478 : Unable to upload inline images in Task Details and Work Log Details in change requests.
• SD-90230 : Tasks completed before their Scheduled End are listed under overdue tasks custom view.
• SD-90577 : Assigned task owner/group gets removed while trying to edit the fields using the inline edit option.

Projects :

• SD-90526 : Inconsistency in fetching project global search results in some cases.

Admin :

• SD-91131 : Error thrown while accessing ADMP actions.
• SD-90764 : Request notifications are not sent in some cases.
• SD-90463 : In request notification rules, the selected technicians are not retained upon reloading the page after saving if the corresponding checkboxes are not enabled.
• SD-90368 : The variables $FirstName, $LastName, and $MiddleName are not replaced properly in notifications sent using the 'Notifying requester when a new request by mail is rejected' template.
• SD-89413 : Unable to load the summary page from the filename provided in server.xml when the SSL certificate is loaded manually into the application.
• SD-88582 : Unable to switch to Advanced settings and Password Policy tabs in Security Settings when the application language is set to Japanese, Chinese or Traditional Chinese.
• SD-89682 : Unable to access approval page from notification bell icon when the application language is set to Chinese.

Reports :

• SD-90405 : The 'Timespent in minutes' column in Analytics Plus is displayed in milliseconds.
• SD-90238 : While exporting data from assets, only the latest configured range in the ESMSequenceConfig table is taken for criteria.

Behavior Changes

• SD-90530 : User consent while saving OAuth settings will not be required if Admin consent is granted in Azure AD.

Enhancements

• SDF-90084 : Support for both SAML single sign-on and NTLM single sign-on.

Issues Fixed

Vulnerability

• SD-90388 : XSS attack vulnerability in Name parameter of Network Scan page.

Requests

• SD-89631 : Requesters are unable to view the following details via API:
1. 1. Details of other requesters
2. 2. Their own details if they are the On Behalf Of User.
• SD-90537 : When two requests configured with the same Request Life Cycle are edited consecutively from list view page, the assets of previous request are assigned to the other request.
• SD-90536 : The print preview of a request is rendered without Subject if the "Response DueBy Time" is violated.
• SD-90460 : Cost details are not displayed in the Approval preview window of Service Requests.
• SD-90246 : Unable to close the ticket if the Field And Form Rules contain conditions for "Emails to Notify field".
• SD-88416 : Unable to filter changes by category while associating to requests.
• SD-89183 : Unable to update checklist item name using a different letter case.

Changes

• SD-88975 : Error thrown while adding a change request if the requester name contains more than 100 characters.

Solutions

• SD-89548 : Unable to view solutions from recent items in technician login.

Assets

• SD-90637 : Error thrown on clicking scanned Operating System software name in some cases.
• SD-90541 : Domains are not listed after selecting sites while adding or editing assets.
• SD-90455 : While scanning HP-UX workstations, 1) Invalid data is populated for some fields. 2) IP address of the workstation is not fetched in some cases.
• SD-90391 : Error thrown while configuring depreciation for workstations. This occurs only if ServiceDesk Plus Professional license is applied.
• SD-90159 : License List view in Software details page keeps loading when additional fields are selected in Column Chooser.
• SD-89688 : While authenticating SNMP devices, the application does not authenticate using version 2 credentials if version 1 credentials fail.
• SD-89452 : Unable to delete attachments from the Software license details page.
• SD-89049 : Users are able to modify workstation type while adding/editing workstations in remote server.
• SD-88332 : Unable to remove asset loan details, without modifying the Asset Owner.
• SD-89749 : Asset Loan expiry notifications are not sent for recently expired assets if the periodic notification is disabled.

CMDB

• SD-90473 : Error thrown while fetching CI attributes of MSSQL devices.
• SD-90158 : Incorrect error message is displayed if the product name is not provided while adding CIs.

Purchase

• SD-88848 : In Purchase Orders, the approval levels and number of approvers in each level is now limited to 10.

Admin

• SD-89461 : Unable to remove default value of a field in add/edit change forms using Field And Form Rules.
• SD-90595 : Unable to save Performance Settings after upgrading to 11129 build.
• SD-90555 : Unable to hide resources using Field And Form Rules actions.
• SD-89689 : Notification sent to the user is hardcoded if the size of the attachment sent by email is greater than the configured one.
• SD-89498 : While adding bulk options to fields in Request Templates, the existing options are overwritten.
• SD-89455 : Unable to update change requesters role to 'Technicians Only' user type.
• SD-89394 : Unable to save edited scripts via 'View Script' pop-up in Field And Form Rules of change templates.
• SD-89206 : The Impact Description field length is increased to 3500 characters under Admin >> Impact.
• SD-89084 : The Signature field length is increased to 10000 characters in User Profile.
• SD-88573 : Error thrown while dissociating technicians from associated sites.

Behavior Changes

• SD-83377 : Comma separated multiple values can be added in Access-Control-Allow-Origin response header under Security Settings.

Enhancements

• SDF-90007 : Option to edit the name, description, and image of the default category "Others" in Request Catalog by updating "paramvalue" for each entry in the GlobalConfig table.

Category : Others_Category_Default_Value
Parameters : Name, Image, and Description
Note : Images must be placed under /custom/serviceicons

• SDF-90031 : Option to enable/disable "Keep me signed in" feature under Admin>>General Settings>>Security Settings.

Issues Fixed

Vulnerability :

• SD-89127 : Clear text password vulnerability in group mail notifications.
• SD-90390 : Privilege Escalation vulnerability when adding attachment for Purchase order.
• SD-89464 & SD-89409 : Security response headers have been added for few URLs.

Requests :

• SD-87871 : Request conversation/notification content added as attachments are not getting deleted when a request is deleted.
• SD-89505 : When a request with zero SLA response time is resolved and reopened via requester's reply, the due by date is set a value rather than becoming unavailable.
• SD-89703 : Unable to create/update a request when the number of characters in the Assets field exceeds 100.
• SD-89880 : Backup approvers receive invalid approval links when they are configured to receive pending approvals from other technicians.
• SD-90086 : When creating or editing a request from the requester self-service portal, the asset list view pop-up could not fetch more than 10 assets.
• SD-90231 : Error thrown when too many options are selected in multiselect fields while adding or editing requests.
• SD-90340 : If an invalid email address is configured for request approval, a random user is set as the approver. This occurs only when custom scripts are configured.

Changes :

• SDF-90079 : Users can navigate back to Change List View from Change Details page by clicking the back button.

Solutions :

• SD-89548 : Unable to view solutions from recent items in technician login.

Admin :

• SD-89689 : Notification sent to the user is hard coded if the attachment size is greater than the configured one.
• SD-89468 : Performance improvements in request templates cache.
• SD-89545 : Unable to scroll Survey Reports.
• SD-89758 : Unable to configure "Expect-CT" response header under Security Settings.
• SD-90389 : While configuring Technician Auto Assign, an error is thrown if an excessive number of technicians are excluded.

General :

• SD-90735 : VIP user icon is missing in the Requests/Archived Requests/Request Trash/Asset list view and Archived Request details page.

Behavior Changes

• SD-89130 : Pagination Import is enabled for all LDAP servers.

Enhancements

• SDF-89971 : In Site Details pop-up, the Web URL field is changed as clickable link that will redirect the user to the mentioned webpage.

Issues Fixed

Vulnerability :

• SD-90429 : Privilege escalation vulnerability in Requests list view

Requests :

• SD-89534 : Line breaks are not retained while formatting worklog descriptions in list view.
• SD-88588 : Inline images in the resolution/description sections are broken when sent as email notification via EWS.
• SD-89691 : If a user attempts to close a request, cancels the process and navigates to another request via the left navigation panel, the mandatory fields of the previous request are displayed for the other request.
• SD-89967 : Unable to update Service Request status from the right panel and Resolution tab if the request has Field And Form Rules configured with Select Approvers using Add option in Actions section.
• SD-89605 : On clicking the Spell Check icon, the content in the Editor is deleted.
• SD-89348 : On exporting requests, Scheduled start time and Scheduled end time are shown in UNIX format.
• SD-89246 : Approvers are not removed from the Request Approval tab when Select approvers field is cleared while creating a service request.
• SD-89506 : Requesters are not listed in the Editor field during requester login if site is enabled.

Projects :

• SD-87379, SD-88712 : Exporting Gantt View as PDF from the project details page of a single project contains information from all projects.
• SD-89686, SD-88843 : Error thrown while searching for requests from the Associate Request to Project pop-up window.

Solutions :

• SD-89411 : Adding bullets or numbered list inside a table leads to breakage in the columns.

Assets :

• SD-88699 : Unable to remove the Vendor associated with an asset from the Edit Asset page.
• SD-89185 : In some cases, OIDs configured in Device Inventory are not applied during SNMP scan.
• SD-89472 : Values entered with a line break are displayed as a single line in several fields in License Agreement details page, Software details page, Service Pack details page, and License details page.
• SD-87868 : Unable to change Asset State from Asset list view on migrating from 11114 to the latest build.
• SD-88479 : Error thrown while updating an asset via API when only the Asset Tag is used as the criteria.
• SD-89186 : Unable to auto-assign assets in bulk when the display filter is set to show 250 assets in the asset list view.
• SD-89241 : Bulk-deleting assets before the asset list view is loaded redirects to the Session Expired page.
• SD-90006 : Certain assets are moved to the disposed state before the time period configured in the option Delete/Dispose workstations and servers that have not been scanned in the last <n> days under scan settings.

CMDB :

• SD-89466 : Unable to create new default CI attributes under Admin >> Configuration Items in certain scenarios.
• SD-88924 : Unable to push data from the remote server to central server when the remote server which contains custom CI Attributes created via SNMP.

Admin :

• SD-89317 : When two servers are configured for handling ServiceDesk Plus services, the system notifications from one server are not processed in the another server.
• SD-89320 : Scheduled mail fetching stops when there are connectivity issues during the mail fetching process.
• SD-89323 : In some cases, emails sent via SMTP are delayed due to DNS lookup during EHLO command.
• SD-89478 : Email validation fails when the last part of the domain name is more than 4 characters in send a sample mail section.
• SD-89148 : Approval prediction by Zia fails for Change Recommendation when Change Custom Triggers are enabled.
• SD-89168 : Employee ID field and User Additional Fields are not updated during LDAP User Import.
• SD-89392 : The Search Filter field limit is increased to 2000 in LDAP.
• SD-90197 : The system notification mails received by an alias email address is not identified by the application if the alias email address is not configured in Mail Server settings or with relevant support groups. This issue occurs in 11123 build and above.
• SD-89057 : While adding SSH credentials to the Credential Library, multi-line input is not accepted in the Private Key Field.
• SD-88069 : Error thrown while removing inactive support groups during technician update.
• SD-89350 : Unable to edit the name of a custom created role.
• SD-90016 : Unable Add/Edit Roles when the application language is set to French.

Reports :

• SD-69724 : Unable to generate Audit Reports after restoring backup data.
• SD-88476 : URL generated from the Search Query Reports drop-down in Query Editor is not updated in the application.
• SD-89151 : The cell width of encrypted columns is not aligned properly with the header in Query Reports.
• SD-89529 : Unable to view Query in Frequently Asked Reports.
• SD-90017 : Unable to access the Reports tab from non-IT portals in some cases.

General :

• SD-89369 : Upgrade fails if any folder is present under ServiceDesk\lib\resources\backup folder.

Behavior Changes

The $nonloginlink variable is removed from Change Notification Templates for new setups.

For migrated setups, the variable will not be replaced with link from 11128 build and above. Existing email notifications with this variable will now redirect to the login page.

Framework Upgrade Information

Tomcat upgraded to 9

jQuery upgraded to 3.4.1

Multi Level CAB Approval

Add multiple approvals to any change stage. Apart from the CAB approval, you can add up to 10 approval

To learn more, click here

Problem Support Group

Support groups can be assigned to work on problems and group-based permissions can be configured for problems. Reports can be generated for problems based on Group column

The variable $group is added to notification templates for Problem module.

To learn more, click here

Stage-specific approval

Added stage-specific approval notifications for service templates.

To learn more, click here

Resource summary in notification rule

New variable included to add a table summarizing the resources associated with a request.

To learn more, click here

Announcement Revamp

• Added new fields namely Announcement Type, Priority, and Services Involved.
• Revamped UI: Announcement forms are now launched in pop-ups instead of new windows.

To learn more, click here

Disable Concurrent Login

You can now disable concurrent user login from different IP addresses.

Password protected file attachment

File attachments in the application server is now password protected. A random password is generated and stored under Admin >> Security Settings. Instance Owner/SDAdmin can view or change the password if required.

To learn more, click here

Resource Management Enhancements

• Added support for right-to-left languages.
• Changes in Time settings are now preserved.
• Users with SDSiteAdmin role can also view the Resource Management view under Home tab.
• Added confirmation prompt for changing owner using drag-and-drop in Resource Management view.
• Upgraded DHTMLX Scheduler component to version 5.3.6

Issues Fixed

Requests

• SD-89480 : $ApprovalLink is not listed as a variable while customizing request approval notification templates.
• SD-90187 : Old approvals are not displayed in the Approval Page of any non IT instance (ESM Setup only).
• SD-89790 : Formatting issue in the description field of a request if a table with non-symmetrical columns is added.
• SD-89705 : The Go Back button in the approval action acknowledgement page is not working for non-login approval action.

Admin

• SD-89160 : Incorrect translation for certain admin configurations in French language.
• SD-89398 : During AD import, the progress bar in not updated when AssetExplorer build is configured as remote server

General

• SD-88802, SD-87603, SD-87573, SD-87575 : Language preference set to browser default language is not reflected in the listview columns if the browser default language is non-English.
• SD-89051 : File not found error thrown during patch upgrade in 11110 build and above.

11127

(Released on 22 September, 2020)

Enhancements

• SDF-89458 : Catalog titles are now named as Incident Catalog, Service Catalog and Service Categories based on the widget type.

Issues Fixed

Requests

• SD-85081 : While replying or forwarding a request, $Description variable is replaced with request description instead of conversation thread description. This occurs only during requester login
• SD-86822 : When a requester replies, the draft is not deleted if it saved and sent from the same window
• SD-87911 : If a requester opens a request in On Hold status via requester reply, it is not captured in the Request History
• SD-88840 : Error thrown when status change OnHold comments contains more than 100 characters during global edit
• SD-89080 : Approvers without View Request permission are unable to preview or download attachments from the request approval page
• SD-89192 : In some cases, when a page script rule is created using $CS.hideUnansweredFields(["properties"]) property, the mandate additional fields are not visible in Close Request popup
• SD-89305 : "You are not authorized to view this page" error is thrown for approvers trying to approve a request before the approval action page loads completely.
• SD-89353 : Unable to close tickets when close link is generated in non-login scenarios
• SD-89410 : Error thrown when creating/editing request with attachment name containing more than 100 characters
• SD-89449 : If Asset field is hidden in a request template using Field And Form Rules, the Requester Name field is also hidden during requester login
• SD-89463 : The phrase top-1 is displayed along with the title while hovering over the lock and unlock icons of the solutions list in request details page
• SD-89613 : Collaboration chat notifications are not displayed by default under Request Conversations
• SD-89355 : notes:// protocol links are converted as null in Editor
• SD-49758 : Unable to set the service category icons if the service catalog module is not available for a particular license.

Admin

• SD-82284 : User import fails when the user has an undefined value in the mapped field in AD for a respective picklist field
• SD-89028 : Notification emails fail if the $RequesterMail variable is present at the start of the description or subject in the notification templates
• SD-89404 : Zia Notifications are not displayed in Admin and Support pages
• SD-89572 : Unable to merge users in non-ESM setups

General

• SD-88407 : Unable to set timezone during PGSQL setup upgrade when installing a 32 bit binary file in 64 bit OS

11126

(Released on 04 September, 2020)

Enhancements

• SDF-36714 : You can now clear the date additional field's value in request templates.

Issues Fixed

Vulnerability :

• SD-89208 : DoS vulnerability

Home :

• SD-88175 : Error thrown while searching solutions from Popular Solutions widget in Home during requester login.

Dashboard :

• SD-88214 : Unable to edit the report widgets from Dashboard.

Requests :

• SD-89159 : When multiselect fields contain more than 500 options, the comma separated values can be selected multiple times.
• SD-88498 : On clicking Enter in the description field while adding or editing requests, the page scrolls to the bottom when the content is larger than the field. This occurs only in Firefox and Edge browsers.
• SD-88382 : In Chrome and Internet Explorer, the 'Mail to Requester' pop-up height is more than the screen height.

Tasks :

• SD-89313 : When a task exceeds the scheduled end and notifications are enabled, the task overdue flag is not set in some scenarios.

Solutions :

• SD-87992 : Expired solutions are not listed while viewing all solutions via API.

Assets :

• SD-88028 : Font and text alignment discrepancies in 'Am I Compliant' pie chart under Asset >> Software Summary >> Software Dashboard.

Admin :

• SD-89181 : After migrating to 11122 build or above, notifications configured in business rules are not triggered for requests created via emails.
• SD-89144 : Field And Form Rules fail to work in a template for Email ID to notify field during inline edit.
• SD-89062 : When a approver replies to a notification email with HTML content, ZIA is unable to predict the approval status.
• SD-88679 : Error thrown on clicking the notification showing the deleted technician-count after AD import.
• SD-87211 : If a survey with binary (yes/no) question is updated after publishing, the field values of 'Yes' and 'No' are interchanged.
• SD-85192 : During AD Authentication, user with login name containing diacritic characters are duplicated when login name is entered with normal characters.
• SD-89470 : Unable to add/update description for custom triggers.

Reports :

• SD-88358, SD-88380 : Performance issue in Query Reports.
• SD-88027 : Queries are modified unnecessarily in Query Reports.

Community :

• SD-87571 : Language preference set to browser default language is not reflected in the Health meter if the browser default language is non-English.

General :

• SD-89051 : 'File not found' error thrown during patch upgrade in 11110 build and above.
• SD-87647 : LDAP login fails if the password contains non-english/unicode/special characters.
• SD-48399 : New accounts are created when logging in using UserPrincipalName (userLogonName@domainName).

11125

(Released on 25 August, 2020)

Behavior Changes

• SD-88328 : requestservlet API is no longer supported.
• SD-88800 : The default custom view for requests is now set to 'My Pending Requests' for requester login.

Enhancements

• SDF-82344 : ServiceDesk Plus now supports multiple MSSQL instances for SCCM integration.
• SDF-89025 : Ability to set duration after which the user will be logged out of an inactive session.
• Admin --> Security Settings --> Session timeout configuration
• SDF-88182 : Allocating the same OID for two different devices is now supported.

Issues Fixed

Requests

• SD-89052 : Error thrown while importing requests from XLS files when item field is mapped.
• SD-88442 : When requesters try to access New Issue form after Disable default request template option is disabled and enabled, an error is thrown.
• SD-88381 : Searching requests with a specific closure code is not supported via API.
• SD-88322 : When the status Open is renamed, all requests are created with Closed status during requester login.
• SD-88216 : Technicians who do not have Edit Closed Request permission are allowed to edit task details in task list view under Tasks tab in closed requests.
• SD-88215 : Technicians who do not have Edit Closed Request permission are unable to view task details page under Tasks tab in closed requests.
• SD-88097 : During global edit, when a technician edits a request with a template which is not within his scope, the template of the request changes.
• SD-87188 : Notifications triggered by request notification task flow are sent via default mail configuration, since the Instance ID is not reset when threads from one instance are reused in other instance.
• SD-88574 : Under Request Layout Customization >> Technician Layout, the Checklist tab is duplicated.
• SD-89402 : Unable to add attachments to resolution tab in Requests upon migrating from 11010 or older builds to 11124.

Assets

• SD-89048 : The Available tab under Assets >> Software >> Scanned Software >> Software details page >> Licenses keeps processing for downgraded software.

Purchase

• SD-88703 : In Purchase Request approval notifications, the additional fields added as variables are not fetching the purchase request details.

Contracts

• SD-82572 : In Contract Notifications, the contracted date and expiry date are displayed in incorrect format.

Admin

• SD-89377 : AD Authentication fails if Enable Domain During Login option is disabled in Security Settings.
• SD-89040 : Error thrown on clicking Show assigned only option while associating workstations to users.
• SD-88060 : During asset scan, non-pingable SNMP and Cisco IP phones are added as unknown devices if the asset scan fails.

Reports

• SD-87616 : Date filter criteria in custom reports is not based on user's time zone.
• SD-88562 : In reports, the date filter does not work properly for US timezones.
• SD-88405 :
  • a.) None criteria fetches invalid results in request Custom Views and Advanced Search.
  • b.) In Advanced Filters in reports, the None criteria change to Null criteria is not handled for existing reports.
• SD-88099 : If the details of a printer associated to workstation is edited, the changes are not reflected in Audit Report.

General

• SD-89019 : When more than two requests are merged and synced with Analytics Plus, duplicate requests are created in Analytics Plus.

11124

(Released on 12 August, 2020)

Behavior Changes

• SD-87553 : When a technician whose login is disabled is re-imported via Active Directory, the login permissions will remain disabled.

Enhancements

• SDF-88581 : Option to configure recurring email notifications to users for N number of days before and after the expiry of an Asset, Loan and Warranty from the globalconfig table.
• SDF-87639 : The grand total cost of the items is displayed in Purchase Request details page.
• SDF-84541 : Glowroot is now bundled with the application.
• SDF-82161 : The newly added work log will be displayed on the top of the list if the sorting order is not defined.

Issues Fixed

Requests :

• SD-89017 : Under the Resources section of service requests or templates, when View Details is clicked, the displayed pop-up is mispositioned on the screen.
• SD-88150 : When a user tries to reply/forward an email from the request conversation, the attachments added to the mail are not sent.
• SD-88115 : Unable to take remote control via Desktop Central from request details page to the associated assets.
• SD-88377 : While editing a request in the details page, the Field And Form Rules from a previously edited request are not overwritten.

Tasks :

• SD-88312 : Task Details fetched successfully popup alert displayed while opening a task is removed from the application.

Projects :

• SD-88217 : During MPP file import, Project Import Failure error is thrown when sub-tasks belonging to 2 different tasks have a dependency or when tasks that contain sub-tasks have a dependency.
• SD-80230 : Unable to export projects Gantt View as PDF via Alias URL.

Problem :

• SD-88614 : Unable to download attachments under Analysis and Solution tabs in Problems module.

Assets :

• SD-88705 : Security error thrown when decimal values are added to the barcode label properties.
• SD-80143 : Assets having printers with same name but different server names get overridden.

Purchase :

• SD-88510 : Unable to create PO from PR if vendor services item names has more than 150 characters.
• SD-88461 : If a requester chosen as an approver of PR, the next level approval notification is not be sent.
• SD-87570 : The Close PO button under Actions menu in purchase details page is not translated to the browser default language.
• SD-87184 : Product Types are not listed alphabetically in the Purchase Order form.

Admin :

• SD-88589 : Unable to add or edit Change Types in non-English language setups.
• SD-88501 : Request approval gets reinitiated even without updating the resource questions.
• SD-88462 : Non-English characters in sites configured in central server are displayed as ? in remote servers.
• SD-88162 : CI attributes are displayed under Service Category if CMDB is not available. The issue occurs if the user has access to the Admin module and not for the CMDB module.
• SD-88152 : An unclear error message is shown if the .pfx file used to install SSL certificate has unsupported password encryption.
• SD-87933 : When importing users along with their managers via LDAP import, the Reporting To field of the user details is not updated.
• SD-87380 : Changing a technician to a requester results in duplicate entries of the action in User History.

Community :

• SD-87844 : In some environments, Health Meter fails to load with a null pointer exception.

General :

• SD-88516 : Masterkey password is not validated during MSSQL database configuration.
• SD-88375 : Performance issue.
• SD-88314 : In some scenarios, login via SAML fails for specific users in Chrome.
• SD-85912 : In MSSQL setups, the threshold notification email for log file size displays an incorrect value.
• SD-88915 : Restore fails with inappropriate exception in MSSQL database when duplicate entries are found in softwarelist/softwaremanufaturer table.

11123

(Released on 05 August, 2020)

Enhancements

SDF-85246 : EWS connection protocol is now supported in Linux setups.

SDF-39481 :Cancel Request

• Option to move unnecessary requests to Cancelled status. SDAdmins can grant request cancel permission to users. Click here to know more.

Theme Enhancements

• Using theme settings you can customize the application's default color and font. You can apply the theme settings for all users or allow each user to select their own color and font. Click here to know more.

Allowing requesters to view tasks in the request

• Option to enable requesters to view request tasks. Click here to know more.

Add Tasks only after Request Approval

• Option to restrict the addition of tasks only after request approval. Click here to know more.

Change Password Redirection

• Option to redirect users, who log in for the first time, to the change password page.
  ESM Directory >> General Settings >> Security Settings >> Password Policy.

SDF-84497 : SMS Notification in Custom Trigger

• You can now trigger SMS notifications using Custom Triggers.

SDF-37155, SDF-43511, SDF-50557, SDF-62229, SDF-66199, SDF-70514, SDF-88567 : Rich Text Area Support For Task And Worklog Description

• The description fields in Tasks, Worklog and Task templates now support Rich Text mode. Users can format text, add images and hyperlinks.

SDF-29571 : Survey URL in Request Closure Notification

• Option to embed the survey URL in the request closure email notification.

SDF-65432 : Worklog Additional Fields Revamp

• The worklog additional fields are now dynamic. Users can determine maximum count of additional fields that can be created.
• A new type of field for decimal values called Decimal is introduced.
• The additional fields will be displayed in worklogs. Users can choose to view them as columns in worklog list view. Click here to know more.

SDF-84160 : Incident/Service Catalogs as Widgets

• Option to display Incident/Service catalog as widgets in the requester self-service portal.
  Admin >> Self-Service Portal Settings >> Self Service Portal Customization.

SDF-33370, SDF-58517, SDF-61015 : Browser Title customization

• The default browser title can be customized to display the selected module name. For details page, you can also configure the browser title to display customized dynamic titles using variables such as request id, asset name etc. Click here to know more.

Reports Enhancements

• Option to reorder all reports under a folder and also personalize the reordering by user.
• Option to search reports and report folders from the reports global search.

Clear text password transmission

• Encryption support added for user password on the application login page.

Editor Upgrade

• Editor toolbar now has selectable font name and text direction.
• Image alignment and the Fit to width options are added to the Insert image pop-up. Links can be added to the inserted images as well.

Request Print & Approval Preview customization

• Under self service portal settings, configure sections that must be selected by default in the Request Print preview and Approval preview.

SSP Settings UI Revamp

• Self Service Portal Settings is split into four tabs for easier categorization and accessibility.

Request Approval UI Revamp

• Request Approval pop-up is revamped for ease of operation.

11122

(Released on 28 July, 2020)

Framework Upgrade Information

• SD-88193 : Handlebars upgraded from v4.0.5 to v4.7.6

Enhancements

• SDF-88486 : Edit HTML button is added to email notification templates.

Issues Fixed

Home

• SD-88475 : Error thrown while clicking the Site dropdown under Technician Filter in Resource Management

Requests

• SD-88161 : While replying to a request, if the status change comments are mandatory but not added after updating the status, the Send button gets disabled and stays the same even on adding the comments.
• SD-88141 : When a request is reopened several times, the time spent on the request and the resolved time is updated incorrectly.
• SD-88140 : When a request status is changed from Completed to Closed/Resolved/Custom Completed, the time spent on the request is recorded incorrectly.
• SD-87994 : The timespent values under Time Analysis tab are now stored in milliseconds instead of minutes.
• SD-87944 : When a request is reopened, the timespent period of group/technician is updated incorrectly in Time Analysis tab resulting in a miscalculated OLA due by time. The issue occurs when the group/technician is changed recently.
• SD-87906 : When a request is configured with SLAs having different Operational hours/holiday/weekend configurations, negative timespent is updated for grouch/technician under Time Analysis tab.
• SD-88631 : Unable to archive older requests after migrating to 11120.
• SD-88464 : Unable to create requests from Quick Create when Assign technician to request they created from closed chat is enabled.
• SD-88384 : Unable to create requests from email command when Assign technician to request they created from closed chat is enabled.
• SD-88275 : Mandatory field alert thrown when changing the request status to Resolved in the resolution tab even after all fields are filled in.
• SD-87525 : Scripts configured in Request Life Cycle does not get executed in transitions that happen automatically.
• SD-87568 : Language set as Browser Default is not reflected in the request details page.
• SD-87330 : SLA Response due by time is wrongly calculated in some scenarios.
• SD-83797 : Request "_total_count" API is not working as intended.
• SD-82643 : Multiple word search does not work in Column Search under Request Add >> Asset field pop-up.
• SD-87995 : While copy pasting the request title in the Reply window, huge gap occurs in between ID and title. The issue occurs only in firefox.
• SD-87847 : The 'New' and 'Search' button on the request detail page while associating a change or a project looks broken. It happens only if the application is set to the Chinese language.

Tasks

• SD-88515 : Unable to add more than 250 characters in worklog description via API

Dashboard

• SD-88296 : In some cases, the Support Group filter is not updated in the Dashboard.

Admin

• SD-87869 : Unable to dissociate a task template from a request template if the task template is configured with Field and Form Rules.
• SD-88411 : Unable to raise issues in JIRA when Cascading Select and Multiple Select are enabled in JIRA
• SD-87054 : Unable to save request templates when more than 100 user/support groups are associated with it.
• SD-88759 : Microsoft Teams integration : When AD SSO is enabled in ServiceDesk Plus, the bot in Microsoft Teams does not work.
• SD-86732 : Job Scheduler throws an error in the presence of invalid jobs causing failed notification mails, custom triggers and push notifications.
• SD-88036 :In certain scenarios, the request custom triggers list view page displays an empty list.

Mobile App

• SD-87939 : Instance icons are not displayed in the instance list of the iOS app.

11121

(Released on 08 July, 2020)

Behavior Changes

• SD-85818 : MDM Integration : To avoid factory reset devices from MDM getting detected as new devices in ServiceDesk Plus, the device's IMEI number will also be considered along with the UDID for replacements.
• SD-85916 : Loaned assets need to be returned or moved to the In Store status before getting transferred to other users by using CMDB API.

Enhancements

• SDF-60586 : Option to expand the message body section in Request Reply Template editor

Issues Fixed

Requests :

• SD-77495 : Status change comment mandatory pop-up is not shown when a requester tries to close a resolved request without comments.
• SD-88401 : Unable to download the sample XLS file during request import via XLS
• SD-88367 : Adding closure code from Actions menu in the request details page throws an error
• SD-84446 : Hitting the back button from the request details page after searching a request using the global search does not redirect to the search results list view.
• SD-87956 : In the text editor across requests, quotation creates a line break that needs to be manually removed.
• SD-86821 : In Korean setup, the error message triggered upon request deletion is broken.
• SD-87311 : The organization logo is displayed in exported requests report when the requests are exported from the Requests tab, even if the logo is disabled under Organization Details.
• SD-87950 : In some cases, a mandate alert is thrown in the request global edit page even after the values are provided to the fields.
• SD-87920 : For domain user login, clicking on the remote desktop icon from the request details page is redirecting to the PMP login page instead of launching a direct RDP connection for asset.
• SD-88125 : In IE11, the priority field is not set based on priority matrix when the priority field is disabled using field and form rules.

Changes :

• SD-86593 : Unable to add more than one inline image to the Change request description.

Assets :

• SD-86955 : Technician is not notified when an asset is assigned, even if the Notify user when the asset is assigned to the user notification is enabled
• SD-86908 : During CSV import, the site details of the assets is not updated when the location field value is not given.
• SD-85764 : Unable to edit Site details of an asset when the asset state had been changed from In Use to In Repair.

Purchase :

• SD-87020 : The PO acknowledgement mail URL becomes invalid as the &section parameter is converted to §ion in some browsers.
• SD-85398 : Unable to remove cost-type purchase additional fields in the admin module.

Contracts :

• SD-88179 : Unable to save contracts if values of additional fields contain more than 100 characters.

Admin :

• SD-87799 : After importing the SSL certificate from Admin >> Import SSL Certificate page, the import summary is not getting loaded. The issue occurs if the SSL certificate does not have an alternate subject name
• SD-84791 : Users deleted in the Active Directory are not shown in the deleted users window in the AD import pop-up.
• SD-88016 : Page scripts configured for requests pending approval are not executed.
• SD-86700 : The audit status of assets imported into the central server from a distributed scan is set to success, even though the assets have no audit information.
• SD-88363 : Unable to save notification rules for requests in non-english setups.
• SD-88271 : Unable to hide unanswered fields in request details page using Page Scripts configured for requesters.
• SD-87806 :
  a. Schedule Scan is not disabled when switching from Enterprise edition to Standard edition.
  b. Exclude devices feature under Admin >> Windows Domain Scan >> Add/ Edit Domain is displayed for Standard edition.
• SD-85626 : Site24x7 Integration : An incorrect URL is passed when multiple monitors are configured in Site24x7.
• SD-85607 : In Postgres setup, the database connection is not closing automatically even after successful restoration from a backup file.
• SD-85381 : Bounced and automated emails are unnecessarily processed by Zia for approval predictions.

Reports :

• SD-85085 : Unable to generate a saved report if both the custom report and query report are executed in parallel.
• SD-86964 : Error thrown while generating custom reports when the character count of filter criteria under advanced filters exceed 1000.

General :

• SD-88446 : Desktop Central Integration : When deploying and uninstalling software from workstations in Tickets from the Custom Actions Menu, "Unknown error" alert is thrown.
• SD-88047 : LDAP user import stops after importing a user whose email address matches that of a non-login user in the ESM Directory.
• SD-85348 : No records get fetched when System Log Viewer is filtered based on Performed by attribute with the value "System."

11120

(Released on 30 June, 2020)

Enhancements

Microsoft Teams Integration

• Set up the ServiceDesk Plus integration with Microsoft Teams to leverage the collaboration app from Microsoft as an additional channel for IT and enterprise support. Through this integration, you can view service desk tickets, pending approval, and chat with help desk technicians-all from within your Microsoft Teams accounts.
• Click here to know more.

User Bulk edit

• You can now edit details of multiple requesters or technicians simultaneously. Bulk operation support is also added for other actions like Change as Users, Change as Technicians, Assign to Department, etc. Click here to know more.

Deluge for ServiceDesk Plus

• Deluge, our in-house, high-level scripting language, is now bundled with ServiceDesk Plus. Deluge is easy to use and enables non-programmers to code with minimal learning. Using Deluge scripting, you can build Custom Functions that can manipulate data within ServiceDesk Plus and external applications. You can use Custom Functions in Business Rule, Trigger, and Request Life Cycle to automate workflows, customize business processes, and integrate ServiceDesk Plus with external applications.
• Click here to know more.

Scheduled Request Data Deletion

• Option to schedule request data deletion for both active and archived requests. Click here to know more.

Request Reports Enhancements

• New default request reports related to time spent on request /time elapsed analysis are added. New fields and criteria are added to existing reports and date filters (for custom reports only) respectively.

Checklist in Request Closing Rules

• You can now mandate the verification of checklists in request templates by accessing Request Closing Rules and selecting the Associated checklist should be verified option under mandatory fields for closing requests.
• Click here to know more.

Pending Mail Count View

• Option to show pending mail count in the configured incoming mail server.

AnalyticsPlus Quick Installation at ServiceDesk Plus

• Now you can easily integrate AnalyticsPlus with ServiceDesk Plus if you choose to install Analytics Plus in the same server as ServiceDesk Plus. Quick setup wizards will help you set up analytics plus in no time. Find quick setup wizards in the following sections:

Reports >> Advanced Analytics >> Download down arrow >> Try Quick Setup

(or)

Admin >> Advanced Analytics >> Setup Advanced Analytics >> Try Now

Issues Fixed

Requests

• SD-85946 : The order of items in Checklist is not retained in Request Details page.

General

• SD-88176 : Chat is not working when it is embedded as an external widget.
• SD-87943 : Able to create users without any role in ESM enabled setups.

11119

(Released on 24 June, 2020)

Behavior changes

• SD-86807 : Support for Asset Servlet API is discontinued from this version.

Issues Fixed

Vulnerability

• SD-57705 : Cross Site Scripting vulnerability while adding attachments.

Home

• SD-88145 : Unable to add or update announcements in non-English environments.

Requests :

• SD-85468 : Task ID is not available in Tasks tab under Archived Requests' details page.
• SD-85636 : When a request created via email is duplicated, the description is replicated twice.
• SD-85644 : While duplicating a request, the text with bullets and numbering in the description are removed.

Dashboard

• SD-87324 : In Dashboards >> Task Summary, the tasks count includes the project tasks for instances without project license.

Changes

• SD-85287 : Only the technicians under the not associated to any site are populated for selection in the Change Owner field of a change template. The issue occurs if the Group field is removed from the template.
• SD-84959: Invalid URL error is thrown while downloading attachments in ServiceDesk Plus mobile app.
• SD-85880 : Hashtag removal from change ID in change notification templates does not reflect in the notifications.

Tasks

• SD-87246 : In Tasks, Scheduled End is not auto-calculated when Scheduled Start is updated from empty to some value.
• SD-87415 : "Actual End Time" is auto-filled for tasks despite being mandated using task closing rules.

Admin

• SD-85632 : SMS notification mails are not sent if only the EWS mail server is configured for outgoing.
• SD-87628 : Non-english survey questions of radio button type are not sorted properly.
• SD-84811 : Failure in Approval Prediction via ZIA due to an error in processing email signatures.
• SD-87717 : Unable to configure task dependencies in service catalog when one of the task templates is deleted.
• SD-88065 : "Request will not be considered..." error is thrown while creating or updating a PM task using a service template which has a service SLA associated to it.

Reports

• SD-87058 : Unable to make copies of existing reports using the Save report as option.
• SD-85510 : Unable to generate custom reports when the value of criteria is selected as 'None' in Advanced Filtering.

General

• SD-85902 : Upgrade to 11105 build or above fails in Windows due to the presence of colons (:) in attachment filenames.
• SD-85903 : Unable to take backup in Windows when a file contains a period(.) at the end of its filename.

11118

(Released on 18 June, 2020)

Behavior changes

• SD-85858 : The number of associated assets displayed by My Assets widget in the self-service portal has been increased to 100.
• SD-87665 : Option to allow non-login users to view solutions will now be disabled by default for fresh installations. The SDAdmin can later configure it under Admin >> Self-Service Portal settings.
• SD-89683 : If any custom widget is configured with the "/SolutionsHome.do" URL, then the operation param "/SolutionsHome.do??action=view" must be included in the URL or else an error message mentioning "you are not authorized" will be thrown.

Enhancements

• SDF-55748 : Option to disable the SLA time stamp banner for requesters in service requests.
• SDF-62184 : Option to show/hide section based fields in the request form using field and form rules.
• SDF-69545 : Option to execute FAFR actions at the section level of the request form.
• SDF-82816 : Option to enable/disable asset(s) field in request form using field and form rules.

Issues Fixed

Home

• SD-88033 : Non-English characters in the widgets in the requester home page are garbled.
• SD-87804 : Unable to customize the technician's home page by reordering widgets.
• SD-87576 : In Home >> All Tasks, clicking the task subject after the page is auto-refreshed throws an inappropriate error.

Requests :

• SD-88064 : Unable to add Jira issues from requests using the custom menu.
• SD-88056 : Unable to copy images to the Description field.
• SD-87859, SD-88111 : Unable to add approval stages to already approved service requests.
• SD-87682 : Non-admin technicians couldn't view a request's site from the request details page.
• SD-87443 : After migrating from 10514 to 11112, the task button on the top bar of request list view page is not displayed for technicians not assigned with SDAdmin role.
• SD-87418 : In some scenarios, unable to update the Asset field in a request using sectional edit/inline edit.
• SD-87013 : Unable to add/edit forms when the number of sites configured in the application exceeds 100.
• SD-87565 : On configuring a Field And Form Rule to execute script using $CS.removeAllOptions("GROUP"), accessing the technician pop up in the associated request hides the Group field.
• SD-86949 : User is unable to perform Field and Form Rules involving Due by Date field if they don't have edit permission for the same field.
• SD-86359 : In Outlook client, emails are getting deleted when they are dragged into the attachment section of the request details page.
• SD-85857 : In Chrome browser, Currently Viewing (invoked by collaborators icon) information under request details page is not dynamically updated when technicians status changes from viewing to not viewing.
• SD-85835 : In some cases, selected formatting options are not applied to reply messages under the request details page.
• SD-86962 : Incorrect calculation of Response Dueby Time when a request is closed without a response.

Problem :

• SD-87679 : Users without login credentails are able to access problem notes.

Changes :

• SD-85390 : In change list view, the task status bar is not tracking closed/completed tasks properly.

Assets :

• SD-85633 : In Windows workstations, scan data generated by the standalone audit is not posted to the server despite returning a success message.
• SD-88117 : Unable to add workstations by scanning barcodes if the "Barcode as ServiceTag" option is enabled.

Purchase :

• SD-84768 : Issue displaying all users in the requester combo-box when a purchase request is created/edited by a user with SDAmin role.

Admin :

• SD-88103 : An error occurs while saving a request status with description length more than 100 characters.
• SD-87507 : Deleting an organization role from the application removes the service request approvals assigned to that role.
• SD-87321 : When customizing the self-service portal, unable to save draft after removing a custom widget.
• SD-87166 : Breakage in Field And Form Rules configured for two radio/checkbox fields with similar field names.
• SD-85771 : Customizing service catalog by reordering service categories and associated templates fails for admin users without permission to create requests from templates.
• SD-85627 : Help text message overlaps with multi-select drop-down options when the multi-select field is configured with long help text message on the right-hand side of an incident template.
• SD-85060 : Unnecessary options are displayed when updating the subject field in incident/request templates if the language is set to Portuguese or other non-English languages.

General

• SD-88022 : Unable to add attachments that have round brackets "()" in their filename.

11117

(Released on 10 June, 2020)

Behavior changes

• Options to search and sort requests are now available under Actions>> View Requests by Requester.
• SD-87209 : Global search for solutions render results only for the topic selected in the left pane of solution list view page.

Issues Fixed

Vulnerability

• SD-86637 :Privilege escalation vulnerability in admin module reported by Abdulrahman Nour

Home

• SD-87876 : Self Service Portal search widget is not loading in non-default instances due to a security constraint

Tasks

• SD-85662 : The Link and Module columns under Show All Tasks in home page disappear after the page gets auto refreshed.

Requests

• SD-87289 : Unable to update request fields through Business Rule and Request Life Cycle scripts that use return JSON.
• SD-87214 : Using requests/group API, unable to fetch the allowed values of groups for a site configured with 'Refer Settings' for Support Groups.
• SD-86954 : In some cases, the inline images in the resolution/description section are broken when sent via email.
• SD-86116 : When moving a request from one instance to another, the operation fails if Email Ids To Notify field is disabled in the target instance.
• SD-85214 : Business rules configured with recipient fields such as 'CC' are not executed.
• SD-84712 : During request bulk edit if we update a custom site without support group, then the request site gets moved to "Not associated to any site".
• SD-78484 : Worklog timer calculates time incorrectly when 'Include non operational hours' is enabled
• SD-87188 : Notifications triggered by request notification task flow are sent via default mail configuration, since the Instance ID is not appended in the conversation thread.

Changes

• SD-86967, SD-86950 : Unable to send recommendation emails for change requests when subject exceeds 100 characters.
• SD-86832 : Error thrown while adding assets to a change if the character count in the Assets field exceeds 100.
• SD-85974 : Unable to save a change request while editing if we delete the attachments.
• SD-85860 : Unable to send notification by invoking Actions>>Send Notification in change details page when the subject line contains more than 72 characters.

Projects

• SD-87706 : While exporting the Gantt View and Task Dependencies in projects, the exporting PDF pop-up stays on the screen even after successful export.

Assets

• SD-87801 : An error message is thrown while scanning a machine from the Actions tab under Assets in a Spanish language setup.

Purchase

• SD-87858 : Unable to add/update a Purchase Order if the order ID has a string value in it

Contracts

• SD-87993 : Unable to save contracts in non-English setup as regex value for addContract and updateContract parameter failed.

Admin

• SD-87593 : While selecting Groups in an Operational Level Agreement (OLA), only the first 100 Groups in the system are listed.
• SD-87934 : The user API key is not getting saved if the key is generated from the user form.
• SD-85301 : The Edit Project Role, Project Type, and Task Type screens do not open if a multi-line project description is given by pressing enter.

General

• SD-87067 : Upgrade fails as the file ZohoReportAPIClient.jar is not accessible.

11116

(Released on 29 May, 2020)

Behavior Changes

• SD-87014 : IE 11 support is deprecated with this release.

Framework Upgrade Information

• Postgres upgraded from version 10.5 to version 10.12

Issues Fixed

Vulnerability

• SD-85770 : Clickjacking vulnerability found in web customization pages.

Requests

• SD-87724 : While creating a request if a request field's multi-select value with more than 100 characters is selected, an error is thrown.
• SD-87702 : Error occurs while duplicating a request in Non-English language setups.
• SD-87657 : Unable to update a request after deleting more than one attachment through the global edit.
• SD-87421, SD-87873 : Broken image is shown for custom images in service categories for requester login.

Admin

• SD-87235 : Duplicate users are created in Desktop Central while enabling MDM/ DC permission for technicians. The issue occurs if the technicians are domain users.

11115

(Released on 19 May, 2020)

Behavior Changes

• Custom Settings button in scheduled reports will be displayed only for users with SDAdmin access.
• Going forward Purchase Request / License Agreement additional fields can only be added from the Admin tab and not from Purchase Request/License Agreement.

Enhancements

• SDF-87329, SDF-86613 : Option to edit task templates from under the request template's Workflow tab.

Issues Fixed

• SD-87233 : An error is thrown while submitting a service request from requester login. The issue occurs if the request template used to create the request has an editor field and the requester can set the editor field value.
• SD-87090 : Unable to change the review date/expiry date of a solution to any other month after the first click.
• SD-66823 : BREACH attack vulnerability.
• SD-87472 : An error occurs while adding a new support group.
• SD-87303 : CVE-2020-14048 : Unauthenticated users are able to change the installation status of deployed agents reported by "Luis Alfredo Nunez Rincon"

11114

(Released on 08 May, 2020)

Issues Fixed :

Admin :

• SD-87281: An authentication error is thrown while configuring OAuth and signing in using the authentication pop-up window.

11113

(Released on 05 May, 2020)

Issues Fixed :

Vulnerability :

• SD-72752 : HTTP to HTTPS redirection is not done for a particular URL in the application login page.
• SD-84874 : Clipboard Data Stealing Attack vulnerability.
• SD-85331 : Path-based vulnerability found in web customization pages.
• SD-85900 : Path-relative stylesheet import vulnerability found in few pages.

Requests :

• SD-85354 : Auto suggest solutions will now list solutions based on the technician personalization (entire content/title/description/keywords) on solution list view.

Changes :

• SD-85647 : When we Close/Complete a change as per Workflow, a NullPointerException error message is thrown.

11112

(Released on 23 April, 2020)

Issues Fixed :

Vulnerability :

• SD-82883, SD-84437 : Hidden directory detected vulnerability.
• SD-86635 : Stored XSS vulnerability in Asset Contracts.
• SD-87302 : CVE-2020-13154 : Users with low or limited privileges are able to view the file protection password.

Home :

• SD-38075 : Improved usability while adding reminders. Under the Notify before scheduled start field, the default option will be 15 minutes instead of Never.

Requests :

• SD-86755 : In Internet Explorer, the Request Catalog page is displayed blank.
• SD-85646 : Breakage in the approval action configured for workflow of incident templates.
• SD-85106 : Improper translation for Next Transition in the request details page in vietnamese language.
• SD-85515 : Two service requests created at the same time with the same approver have the same approval key generated.
• SD-85654 : The Service Level Agreement of a service request is not reset on changing the template.
• SD-77764 : Performance improvements.
• SD-85253 : The solution suggestion window does not pop up when a request form is saved.
• SD-84465 : In the request add page's user drop-down, searching for users with the wildcard character asterisk(*) does not fetch matching results.

Changes :

• SD-85891 : Unable to send a change for recommendation to multiple users, if the length of 'To' field is more than 100 characters.

Solutions :

• SD-83179 : Solution article is broken if accessed from the request resolution.

Assets :

• SD-84120 : Performance enhancements in Assets module.
• SD-85210 : Unable to change the product type from non-consumable to consumable while editing the product details.
• SD-84442 : During Asset Scan, the Cisco IP Phone asset attribute is not updated with the scanned value.
• SD-84868 : In Assets module, the i18n keys for the string Warranty Expiry Date have different values in 'Add Asset Form Page' and 'Asset Details Page' when the language is set to Chinese.
• SD-84906 : During bulk import of workstations and servers from CSV files, the Asset State gets reset to In Store.
• SD-85814 : Unable to fetch Manufacturer Serial number for Cisco switches.

CMDB :

• SD-85507 : Technicians with full asset module permission and EnableCMDB role cannot view the Add Relationship button or the List view for users CI type under CMDB > Users.

Admin :

• SD-84231 : Performance improvements.
• SD-84220 : Performance issues while loading the list of users in user popup.
• SD-85630 : The value for security response headers under Security Settings is limited to 100 characters.
• SD-85267 : In Credential Library, the private key is not encrypted for Telnet/SSH credential type.
• SD-84802 : Unable to edit/save draft in Request Life Cycle after it is published if the page is refreshed subsequently.
• SD-85679 : Under Admin >> Integrations >> Desktop Central, the link to help documentation redirects to incorrect URL.
• SD-85550 : The criteria for request custom triggers does not list the Service Category in Standard Edition.
• SD-85442 : Query update for creating new requests when a user replies to an already sent email does not work.

Reports :

• SD-85225 : Site values are listed instead of vendor values while choosing the vendor field in advance filter under purchase module in custom report.
• SD-85543 : Space issue in table alias name while generating query for Analytics Integration.
• SD-85481 : When we run a summary report or matrix report from the "Reports" module and then try to invoke an API call to fetch the asset details and mention a multi-value field like "IP Address" under the <returnFields> tab, it throws an SQL syntax error.
• SD-85649 : Error thrown while adding multiple email addresses in scheduled reports.
• SD-86133 : Unable to generate custom/query reports while using the application in Internet Explorer.

API :

• SD-85243 : Unable to add new requesters via Request V3 API.

11111

(Released on 16 April, 2020)

Issues Fixed :

• SD-86636 : SQL injection vulnerability detected in unused source.

11110

(Released on 02 April, 2020)

Behavior Changes :

• SD-84742 : Users with HelpdeskConfig permission can now update/delete reply templates.

Enhancements :

• Unified Activities for Request & Tasks

  Technicians can now view requests in Classic View or choose to view both requests and tasks in Combined View, depending on their convenience. Click here to learn more about the classic view and click here to learn more about the combined view.

• Move Requests Across Instances

  Option to move a request raised in a wrong instance to a correct instance. Click here to learn more.

• Form Color Customization

  You can customize the font including its size and color, background color, and field orientation of incident and service templates. Click here to learn more.

• Proxy Configuration for Mail Fetching

  Proxy can be configured for Incoming and Outgoing Mail Servers.

• Reply Template Enhancements

  1. Option to show inactive templates in the reply template list view.
  2. Option to edit the reply message using HTML editor in reply templates.
• SDF-84657 : Option to restrict technicians from creating their own reply templates.
• SDF-83300 : Support for attachment preview in Live Chat.

Issues Fixed :

Vulnerability :

• SD-84667 : Broken Access Control vulnerability while closing work orders.

Requests :

• SD-85254 : Approval action notifications incorrectly displays Guest as the sender of the notification instead of System.
• SD-85242 : While adding a service request, if two columns are present with multiple fields in the resource section, the tab button is not working properly
• SD-85392 : The Link Request Action window can be accessed from the Request Details page by pressing lowercase L.
• SD-85497 : The Print Preview of requests will limit the displayed conversations to 10. Further conversations can be viewed by clicking Load more conversations.
• SD-84822 : Unable to mandate attachments when updating a request using field and form rules.

11109

(Released on 26 March, 2020)

Issues Fixed :

Requests :

• SD-85634 : Unable to create a request in requester login when the application runs in Internet Explorer.

General :

• SD-85628 : Migration to 11108 fails in certain scenarios.

11108

(Released on 20 March, 2020)

Behavior Changes :

• During AD import, UTC coded time fields mapped to single/multi-line user additional fields previously imported as date format will now be imported as an equivalent long value.

Issues Fixed :

Home :

• SD-85247 : Unable to add Service Categories as a widget in self-service portal.
• SD-85080 : The contents of Home Page and Dashboard are misaligned on initial page load.

Requests :

• SD-84361 : Formatting issue occurs when content from a Excel sheet is copied and pasted in a request's description field. The issue occurs only after submitting the request.
• SD-85061 : In field and form rules, the function $CS.getValue("REQUESTER") does not return the requester name when On-Behalf-of field is enabled.
• SD-84796 : In request details page and print preview, multi-line fields are displayed in a single line.
• SD-85194 : When a request contains multiple conversations, any user expanded conversation collapses automatically if a request property is updated.
• SD-84795 : Resizing reply or forward window does not resize the corresponding message editor.
• SD-85391 : Under request actions, unnecessary scrolling in the pop-up window to Link Requests.

Assets :

• SD-85248 : When an SNMP device with an unknown model is scanned, no warning is shown.
• SD-85096 : Assets with the Requires Scan option disabled under the asset state are getting scanned when brought in through the delta scan.
• SD-84793 : In some scenarios MAC addresses of SNMP devices are getting populated with empty values during an SNMP scan.
• SD-84714 : When we try to print barcodes ( 7 - 8 characters) that have been generated, the barcodes do not get printed within the label in some cases.

CMDB :

• SD-85311 : Unable to obtain IP address field values through CMDB API in ESM setup.

Purchase :

• SD-85050 : Unable to embed templates in purchase email notifications.

Admin :

• SD-84881 : Mail fetching stops when a new user raises a request through email.
• SD-85302 : In some cases, unable to edit User in ESM portal if an Active Directory field containing multi-line data is mapped to a field in ServiceDesk Plus during the User import.
• SD-85264 : Unable to add more than 10 items in User Additional Fields of pick-list type.
• SD-85059 : Unable to delete Department after migrating to 11000.
• SD-85215 : Updating a Preventive Maintenance Task resets the associated assets.
• SD-84374 : After migrating to version 11.0, unable to import Active Directory attributes of type UTC coded time mapped to additional date/time fields.
• SD-84629 : Unable to update Survey configuration when the number of users exceed 500.
• SD-85401 : Unable to save a support group if its name is used in an other site.

Reports :

• SD-84321 : Query report fails when column alias name contains a space.
• SD-84377 : In reports, numeric fields erroneously display '0' instead of 'null' for undefined values.
• SD-84364 : In report charts, boolean fields contain the database column name instead of the display name.
• SD-84468 : Inappropriate results are shown for query reports that contain terms like Requester and Technician.
• SD-84385 : The Longtodate function in a query does not work if the query contains another function with more than one argument.
• SD-85266 : Error thrown when CMDB API variable is executed immediately after generating a chart type custom report.

General :

• SD-85563 : Upgrade failure occurs due to orphan entries in database.
• SD-85466 : Logging in via SSO throws a security error due to the redundant SkipNV2Filter request parameters.

11107

(Released on 18 March, 2020)

Behavior Changes :

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

• Task templates:

  Task templates in incident/service/project templates can only be mapped and not edited anymore. Task templates are now grouped under Modules: General/Requests/Projects. A general task template can be associated with all modules. A request/ project task template can be associated only with their respective modules.

  When a task template associated with a request/project template is marked inactive, then the association will be removed as well.

  After migration, similar task titles without any field value differences will be grouped together. If there are any field value differences then the templates with varying field values will be considered as separate entities and the associated template name will be the task title appended with numbers at the end [E.g, Update Software, Update Software 1].

Enhancements :

1) Operational-level Agreement

Configure Operational Level Agreement to ensure that the SLA is achieved by the internal groups working on the request. Operational Level Agreement related widgets are also included in Dashboards.

To know more, click here

2) User Addition from instance based on ESM directory application settings

Under ESM Directory >> General Settings >> Application Settings, you can enable the manual user addition for specific instances. This option will create a new permission in user roles, using which technicians can manually add users to their instances.

To know more, click here

3) Group Chat and few more Enhancements

Technicians can now chat in groups among themselves. Also, request collaborators can start a group chat from the request details page.

To know more, click here

4) Request Properties in Task

While mapping task templates to request templates, you can associate request properties to tasks so that technicians working on tasks can view the request properties.

To learn more, click here and here

5) Check List

Checklists allow you to configure and add little tasks or to do things in request templates for technicians to follow before closing/completing a request.

To know more, click here

6) Custom View For Change List View

Create and manage custom views for change requests.

To know more, click here

7) Add Notes while assigning a technician

Add additional information via notes when assigning a request to a site, group or technician.

To learn more, click here

8) Fine Grained Access such as Adding Approval and Deleting Approval

Allocate fine-grained permissions, such as Adding Approval and Deleting Approval, to technicians

9) Request Auto Approval

Auto-approve requests if already approved by the same approver at a previous stage or if the requester is also the approver.

To know more, click here

10) Integrate with Site24x7

Integrate ServiceDesk Plus with ManageEngine Site 24x7 to firefight incidents and monitor critical application servers from a single console.

To know more, click here

11) Integration with Desktop Central in the Standard Edition

Integration with Desktop Central will now be available in the Standard Edition, as well.

12) Html for Requester Notification

Requester notification templates will now show HTML renderings of the template. Currently it is available only in fresh builds.

Issues Fixed :

• SD-84773 : Attachments added to a conversation via email are not getting added.
• SD-82988 : Remote code execution vulnerability in windows agent scan (CVE-2020-8838) reported by Sahil Dhar (xen1thlabs).

11106

(Released on 10 March, 2020)

Behavior Changes :

• Windows agent upgrade option has been removed.

Enhancements :

• SDF-85104 : You can now configure Always On Availability Group (AOAG) from the User Interface.
• SDF-37014 : Option to add images in the notes section of a request.
• SDF-77957, SDF-84163 : You can now configure the mail server with Modern Authentication (OAuth 2.0) for secure and delegated access.

Issues Fixed :

Vulnerability :

• SD-84460 : Internal file path disclosure vulnerability in attachments.
• SDP-85258 : Directory Traversal vulnerability in web remote.

Home :

• SD-84121 : Performance improved while loading Scheduler under the Home page.

Dashboard :

• SD-85100: Clicking on the total number of requests in the Unassigned row under the Helpdesk tab in Dashboards does not list the unassigned requests.

Requests :

• SD-85087 : Field and Form Rules fail to work in FireFox and Internet Explorer when a page script rule is configured
• SD-84803 : UI issue when displaying task owner drop-down menu in Task List View under Requests module.
• SD-84854 : Alignment issues in 'Print Preview' under Requests module when Status and Priority fields contain lengthy values.
• SD-81793 : In some cases, the conversation and notes sections are not displayed in the request details page.
• SD-83143 : Issue while creating a Request Custom filter with the Created Time as previous Month.
• SD-84673 : History tables of request and request life cycle operations and error logs are updated without using 'suspend' and 'resume' transactions.
• SD-84856 : When an RLC-associated, SLA-violated request is moved from On Hold to Open upon the requester's reply, the request's due time will not change.

Problems :

• SD-84595 : While associating incidents to a problem, the category based filter displays all incidents irrespective of their categories for the first time.

Changes :

• SD-60829 : Limited change status comments to 3500 characters.

Solutions :

• SD-84447 : The Edit HTML text field in HTML editors is no longer resizable.
• SD-84448 : Content within the <blockquote> tag is not formatted in HTML editors across the application.
• SD-84554 : After adding a new solution, the data is resubmitted with every browser reload. Hence the solution gets duplicated.
• SD-84731 : Incorrect entry in Type field of system log viewer when performing global search for Solutions.

Purchase :

• SD-82501 : If the Part number is not chosen in a purchase order then it is displayed as undefined in view page.

Admin :

• SD-84745 : AD Import gets failed if the user is created through request mail fetching.
• SD-82997 : Under Admin >> General Settings >> Performance Settings, configure email notifications to be sent to the organization admin when the application hits a prespecified disk usage. In an ESM setup, head to ESM Directory >> General Settings >> Performance Settings to configure the same.
• SD-84968, SD-85240 : UI issue in 'Change SLA Page' under Admin module, where certain fields in Escalations section appear out of place.
• SD-81296 : Incomplete translation and reduced functionality of Auto Suggest dialog box when customizing email notification template in Japanese environment. Admin>>Notification Rules>>E-mail requester when a request is appended by reply.

Reports :

• SD-84637 : Removed a column called 'Old Status' from custom reports of the Changes module.
• SD-84849 : In non-english setups, running a custom time spent report throws an error.
• SD-85025 : Custom Report fails when choosing Date field in Advanced Filters.
• SD-85196 : In Reports module, the text None is wrongly translated in Japanese language.

API :

• SD-84869 : When we try to update the network details of IT assets other than workstations and servers using the doctool API, the network details do not get updated even though a success message is displayed.
• SD-83895 : Update CI operation cannot be performed.

General :

• SD-84698, SD-84700, SD-83404, SD-82357, SD-83400 : Performance improvements
• SD-84943 : While performing Global search, the Request submodule automatically switches Default search to Request ID
• SD-84961 : Unable to view the whole list in Zoho Creator App drop-down menu
• SD-84676 : Removed the transactional property from the FlushRecentItems scheduler.

11105

(Released on 25 February, 2020)

Behavior Changes :

• SD-84063 : Mails fetched by EWS will be permanently deleted.

Enhancements :

• SD-84050 : Option to configure and append .msg/..eml type attachments in description by modifying the globalconfig table in the database which will have three values : processboth, processcontentalone, and processattachmentalone.
• SD-84711 : Scale of decimal fields for resource questions and cost fields in service templates and request additional fields are now configurable by modifying the 'Decimal_Additional_Field' category in the GlobalConfig table from 2 to 6.

Issues Fixed :

Request:

• SD-84092: Searching for a solution under a particular topic and then returning to the Resolution tab of a request displays only the solutions related to the particular topic searched earlier.
• SD-84683: The On-Behalf-Of field in requests is not updated with the right user if the user has a duplicate display name.
• SD-84599: Request replies will be sent for review only once.
• SD-84542, SD-85032 : In some cases, reply/forward templates are not available in request details page.
• SD-84725: Reason for updating request is not captured in the request history when an attachment is added or deleted.
• SD-84760: Unable to create service or incident request having additional fields with pick-list items ending with a backslash.
• SD-84722: Performance improved in loading Archived requests in the request list view page.

Purchase:

• SD-84213: Unable to create a purchase order with non-English characters in Requested By and Owner fields.

Admin:

• SD-85213: After the the latest update, Desktop Central and MDM Links are not displayed at the left side panel under Admin module. The issue occurs only in Professional edition.
• SD-84118: A support group's configuration is lost if any exception occurs while saving the support group with the same name as that of an already existing group.

Others:

• SD-84903: Users cannot log in using SAML after migrating to version 11102 and above.
• SD-84659: Restore failure on GlobalPersonalize table in MSSQL.
• SD-84327: Unable to take backup of files attached in emails (processed as requests) if the file name has (:) character in it. The issue only occurs in the windows environment.
• SD-84181: Performance improvements.

11104

(Released on 14 February, 2020)

Issues Fixed :

Requests :

• SD-79133 : Search functionalities like spot search and column chooser are missing under Advanced Search in Request List View.
• SD-84618 : In some scenarios, the user info listed under currently viewing section in the request details page is not getting removed even after the user moves out of the request.
• SD-84893 : Applying specific HTML styles to the description of email requests are reflected in the request details page.
• SD-84585 : Search results of global search for requests based on notes, resolution, etc. also includes default search results.

Assets :

• SD-84215 : Current book value is not getting updated accordingly in asset financials after the depreciation period ends.
• SD-84400 & SD-84402 : Asset loan information is not changed/modified on editing a loaned asset.

Purchase :

• SD-84159 & SD-83749 : Users without login are unable to download attachments from the PO approval page.

Contracts :

• SD-70009 : Unable to remove attachments in UI when the original attachment files are deleted in Contracts.

Admin :

• SD-84787 : Unable to save Request Life Cycle (RLC) when undefined users are selected for email notifications in a transition rule.
• SD-84326 : Applying priority matrix when creating a request template throws an inappropriate alert.

11103

(Released on 07 February, 2020)

Issues Fixed :

Tasks :

• SD-84723 : Unable to access show all tasks page when the request is appended with the parameter SkipNV2Filter=true.

11102

(Released on 06 February, 2020)

Behavior Changes :

• SD-84260 : Zia : ##AP## string in the subject of the notification mails is removed.

Enhancements :

• SDF-83455 : In user drop-down fields, the default behavior to list results containing the keyword can now be modified from the globalconfig table to list the results starting with the keyword [Criteria=contains or start_with]

Issues Fixed :

Vulnerability :

• SD-84331 : CSRF vulnerability in login form.
• SD-84444 : CSV and XLS formula injection vulnerability in reports.

Requests :

• SD-84419 : Custom trigger does not work on service requests that have SLA enabled on them.
• SD-84388 : Pending approvals of closed requests are moved to the backup approver queue.
• SD-68312 : Same file name is not maintained while downloading a resolution attachment if the file name consists of special characters. The issue persists till the page is refreshed.
• SD-84434 : IE Edge-specific issue : Unable to close requests after entering a resolution and changing the status from the right pane if the request closure rule is enabled.
• SD-84794 : Inline images added to request mails are getting removed from the description.

Projects :

• SD-75069 : While adding or editing Projects, auto-suggestion is not working in the Requested By field from requester login.

Tasks :

• SD-83893 : When a task is scheduled for the first time, a 'task rescheduled' notification is triggered.
• SD-83857 : When global edit is performed on a task, the navigational arrows disappear.

Admin :

• SD-84191 : When a valid email address starts with special character, it is considered invalid at the security level check due to the regex given for EWS email address in security-generalaccess.xml.
• SD-84614 & SD-84601 : Unable to perform Save, Save and Add New or Cancel operations while adding or editing task templates in non-english setup.

Reports :

• SD-83416 : For a technician with edit report permissions, edit icon is missing in the first page of a report.
• SD-84178 : Performance enhancements in Reports module.
• SD-69373 : Data in reports will now be shown based on the user time zone instead of the server time zone.

Mobile App :

• SD-83316 : The ServiceDesk Plus mobile app only lists the solutions based on the topic that is currently chosen in the desktop version of the application despite choosing All Solutions filter.

11101

(Released on 30 January, 2020)

Enhancements :

• SDF-84026 : In portals other than IT Helpdesk, the keyword Non-IT Assets is replaced with Assets.
• SDF-84019 : Custom Reports will now include Technician assigned time as a column.

Issues Fixed :

Vulnerability

• SD-83127 : CSRF vulnerabilities in all list views.
• SD-83128 : CSRF authentication is not enabled for the URL /AdminHome.do

Home

• SD-83771 : When customizing the theme for requester home page, the selected theme retains the edit icon.

Dashboard

• SD-84313 : When an external widget is added via a URL with multiple parameters, the page is not getting loaded.

Requests

• SD-84367 : Requesters are unable to view conversations in archived requests.
• SD-84320 : Multiple notification emails are sent to users as the Send button is not disabled after the request is forwarded.
• SD-84189 : When user tries to create a request with a requester email which has apostrophe in it, then the requester details like department, mobile number are not populated.
• SD-84187 : Editor's Asset is replaced if requester does not have any assets when editor tries to edit the request.
• SD-84059 : After automated close, requests with logged-in technician's history has wrong "IsRead" value when compared to the requests with other technician's name.
• SD-83833 : Unable to attach more than 10 files to a request resolution at the same time.
• SD-83802 : When changing the request status using global edit, the status change comment box pops up without displaying the cursor and hence, typing results in overlap of the status drop-down list.
• SD-83711 : When HTML specific $variables are used, the HTML tags are not removed from the subject field of System Notifications.
• SD-83396 : Unable to update the status using global edit when the resolution field is mandatory in RLC transition.
• SD-83219 : Unable to open associated archived requests in Projects under MSSQL setup.
• SD-83201 : Inconsistency in format of notifications when the rich text is changed as plain text under Notification rules.
• SD-83166 : Unable to close popup using close button in email notifications.
• SD-82949 : Unnecessary wrapping of table content in email conversations for Requests and Changes if the width is too long.
• SD-79193 : Hyperlink to meeting invitation is changed as plain text in the request description panel

Changes :

• SD-83050 : Bulleted list in rich text fields of Change and Problem are displayed as numbered lists in record history.
• SD-82768 : CAB member is able to reject a change that has passed through the approval stage.
• SD-84205 : The New Change button is displayed in English in non-english setups.
• SD-83256 : When two action take place in a change at the same time, only one action is captured in the change history.
• SD-83406 : Unable to reset the date field in a Change using Field and Form Rules.

Projects :

• SD-83918 : Incorrect translation of the word Left in terms of context in Spanish language.
• SD-61640 : The values in the Projected On column in Project list view is wrongly translated in Italian language.

Assets :

• SD-83235 : Unable to push distributed server data into central server if the AD authentication credentials of users are given for central server settings.
• SD-42636 : Unable to read non-english characters while running SCCM scan.
• SD-84214 : Unable to add a new vendor while importing assets via csv, even if the technician has permissions to add vendor.

Purchase :

• SD-84223 : Unable to change the Cost center in purchase requests when we have the same cc ID and owner ID.
• SD-83309 : Error occurs when creating a purchase order with an existing order number.

Admin :

• SD-83945 : Unable to edit a product containing & symbol in its name.
• SD-83775 : In Admin >> Notification Rules, unable to customize the template for Notify Requester when SLA is changed for a service request and Notify Technician when SLA is changed for a service request.
• SD-81366 : Technicians are not notified via SMS when a request is assigned to them, even if the option Alert technician by SMS when a request is assigned is enabled under Admin >> Notification Rules.
• SD-84622 : Connection established with a mailbox via POP/IMAP protocol is not properly closed, resulting in intermittent mail fetching.

Reports :

• SD-83725 : Reports exported into PDF files contain missing Vietnamese characters, even when the application language is set to Vietnamese.
• SD-83182, SD-83865 : When generating reports, a line break is added after every line in the textarea.
• SD-75439 : In some cases, Database sql queries.xml file is corrupted.

General :

• SD-83192 : While performing user global search, an error is thrown if the search URL size exceeds 8kb.

11100

(Released on 20 January, 2020)

Behavior Changes :

• API V2 Removal : Rest API V2 will no longer be supported.

Framework Upgrade Information

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

Enhancements :

Resource Images

• Add images to all available resources in the Service Template. To learn more, click here.

Resource Planning

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

Request Tagging

• Add tags such as engineering, development, printer, router, network issues, and the like to requests. Using tags, you can search requests in the global search and also draw up a list of similar requests, including service and incident requests. To learn more, click here.

Page Scripts

• Page Scripts allow you to customize the application page-wise as per your requirement. You can modify the UI elements as well as the functionalities of a page in the application using custom scripts for end users. To learn more, click here.

Reply Template

• Admins can configure private and public reply templates. Also, technicians with view permission for requests can configure private reply templates under Quick Actions >> Manage Reply Templates. To learn more, click here.

My Assets Widget

• List all the assets associated with a user under My Assets widget in the requester self-service portal and allow the user to raise an issue related to those assets from there. To learn more, click here.

Local Authentication Password Policy Configuration

• Configure and enforce a password policy for all users to ensure better security of the user data.

ServiceDeskPlus Application Cookies

• Option to view the cookies used in ServiceDesk Plus. Community >> Troubleshoot >> Cookie Policy.

Integrations

• Add Password Manager Pro and OpManager menus to the application's menu bar to enable technicians to easily access the integrated apps. You can enable the menus inside the corresponding integration page under Admin.

Issues Fixed :

Vulnerability

• SD-78163 : CSRF vulnerability in some request life cycle operations.

Requests

• SD-83952 : The value attributes for checkbox fields in resource questions under requests are not encoded.
• SD-77808 : Resource question options are not sorted while editing service requests via the inline edit option

Assets

• SD-81253 : Unable to view next page of CIs from relationship list view of an asset instead a error 500 is thrown on clicking the next button.