ServiceDesk Plus ReadMe

  • All
  • Behavior Changes
  • Enhancements
  • Issue fix
You can now view the readme content based on their type such as Behaviour Changes, Enhancements and Issue Fixes. However, this classification applies only to version 11200 and above.

14000

(Released on 29 September, 2022)

Behavior Changes :

EOL of 32bit :

  • Support for the 32-bit installation of ServiceDesk Plus will be deprecated with this release. Click here to learn more.

Dashboard

  • Support for using different filters and charts across dashboards that contain the same widgets.
  • Removed the move to request list option from the filtered task list view.
  • When the requests list view is accessed from dashboard widgets, the corresponding filter criteria applied to the request list view will no longer be shown in the inline search.

Requests :

  • Request global search can be performed only when Lucene is enabled.
  • Refresh frequency is now moved under the List Settings.
  • Added the "Has linked requests" column in exports that shows the presence of linked requests using boolean values.
  • In the column chooser, reordering and disabling the Select Box option is no longer supported.
  • The column search no longer supports the "null" keyword and regex expressions.
  • The classic view no longer supports basic search.
  • Request custom view filter name and request count will no longer be shown in the task list view.
  • When exporting requests, the ordering of columns in the list view will not be retained.
  • When exporting requests, the request ID column will now be included by default.
  • The following changes are applicable for column names in exports:
    • ID is now Request ID
    • Requester Name is now Requester
    • Assigned To is now Technician
    • DueBy is now DueBy Date
    • Service Catalog is now Is Service Request
    • Overdue is now Is SLA Violated
    • On-Behalf-Of is now On behalf of
    • Response DueBy is now Response DueBy Time
    • Template Name is now Template
  • The following UI labels have been renamed :
    • FCR is now Is FCR
    • First Response Overdue Status is now Is First Response Over Due
    • ReOpened is now Is Reopened ticket
    • Overdue Status is now Is SLA Violated
    • Request Shared is now Is Shared

General

SD-105010: Post upgrade to 14000 build and above, basic authentication will no longer be supported for Office365 mailbox. Migration to 14000 build will be paused if there are any production/pre-production service desk instances where Office365 mailbox using basic authentication is enabled under Mail Server Settings.

For continued service, we recommend users to reconfigure mail servers with OAuth authentication.

Note: For service desk instances with expired license, Office365 mailbox configured with basic authentication enabled will be removed during migration.

Custom Views and Advanced Search :

  • The maximum number of criteria allowed in Custom Views and Advanced Search is now 10.
  • Custom views will now be shown in the merge and link request pop-up list views accessed from the request details page.
  • Criteria in Custom Views and Advanced Search now support additional fields and sub-fields.
  • Support for nesting criteria in Custom Views and Advanced Search.
  • Added an option to preview custom views.
  • The custom view filter applied to the request list view will also be applied to the merge and link request pop-up list views accessed from the request details page.
  • When the criteria "is not" and "not contains" are chosen for a request field in Custom Views or Advanced Search, requests that do not contain those fields will also get listed. To prevent this, adding "is not empty" criteria is recommended.
  • The Description and Resolution fields are no longer supported in Custom Views. However, these fields continue to be supported in search.
  • Existing custom views will not be migrated in the following cases, and an email notification will be sent to users configured in the Send e-mail when an Application Error Occurs notificationrule:
    • Custom view criteria are based on additional fields that no longer exist or contain Description or Resolution field.
    • Exceptions occurred during the migration process
  • Custom views created by admins will now be private by default.
  • Technicians can now view public custom view filters.
  • Using the same name for different custom view filters is no longer supported.
  • Filters in Advanced Search will no longer be retained. Previously configured filters will now be saved as custom views individually.
  • Inactive users will no longer be listed in the criteria fields of Advanced Search or Custom Views. However, you can use sub-criteria fields to search for specific inactive users.
  • The criteria fields in Advanced Search and Custom Views will no longer support time values but only show dates.
  • The Show groups in Request List filters option has been removed from Admin > General Settings > Advanced Portal Settings. The default group-based filters will no longer be available in request custom view filters.

Preventive Maintenance Tasks :

  • Due to the introduction of Maintenance module, there are a few behavior changes in preventive maintenance tasks. Click here to learn more.

Limitations

  • In the request list view, the number of records displayed per page has been changed; the minimum count will be 10 and the maximum count will be 100.
  • In the request list view, the maximum number of columns that can be selected using the column chooser will now be 40.
  • In the request list view, bulk edit support will now be limited to 100 requests.
  • The maximum number of columns that can be selected for the request left panel on the request details page will now be 25.
  • In the GET_ ALL API endpoint, the number of fields supported inside group_by is increased to 10.

CIID to AssetID Migration :

  • Asset association to a request will no more be mapped to the CIID. Instead, it will be mapped to the ASSETID. Click here to see all behavior changes.

SD-104683 : Email addresses mentioned in Email ID(s) To Notify field will be encrypted in requests module, archived requests, and maintenance module. Data fetched from this field will be masked in query reports.

Enhancements :

SDF-80964 : Request Timer Actions

  • Introducing timer actions to trigger time-delayed custom actions on requests. You can configure timer actions under Admin > Automation > Request Timer Actions.
  • You can use During Rules and After Rules to execute custom actions at specific delayed time.
  • Click here to learn more.

SDF-105641 : Custom Actions Enhancements

  • You can now configure the following custom actions in request custom triggers and request timer actions.

    • If-If Actions : If-If action allows you to execute multiple actions on a request when the specified criteria are met.
    • If-Else Actions : You can use If-Else action to execute an action if a criteria is met and an alternate action if the criteria is not satisfied.

    Click here to learn more.

Maintenance Module :

Create, view, and manage maintenance related requests in your organization from under a new module Maintenance.

  • View upcoming maintenance schedules and plan ahead.
  • Track maintenance using the History tab.
  • Suspend or resume maintenance when required.
  • Use the table and classic view to search and sort quicker.
  • Use the details page to view complete information of the maintenance.

Click here to learn more.

SDF-56587 : Need More Info during Approval

    Approvers can now inquire for clarification before recording their approval decisions for incident and service requests. Users can preview and follow up the clarifications from the My Approvals widget in Home page.

    The various exchanges between the approver and the requester will be grouped and displayed in a read-only format under the Approvals tab in the request details page.

    • Technicians can provide clarification for their requests from the My Summary widget on the Home page.
    • Requesters can use the My Request Summary widget to provide clarification.

Click here to learn more.

SDF-93573 : Custom Filter Enhancements

  • Introducing Advanced Filter in Requests to perform custom search based on predefined conditions and save them for later use.
  • Click here to learn more.

SDF-100326 : Support for UEM Product Integration

  • Users can now integrate ServiceDesk Plus with any one of the following Unified Endpoint Management (UEM) products:
    • Endpoint Central (formerly Desktop Central)
    • Patch Manager Plus
    • Remote Access Plus
    • Application Control Plus
    • Vulnerability Manager Plus
    • Device Control Plus

    To enable integration, go to Admin > Apps & Add-ons > Integrations > ManageEngine. Click here to learn more.

SDF-59133 : Problem Custom Trigger and Problem Custom Function

  • Admins can now configure problem custom triggers to automatically trigger actions on a problem by executing a script file, a custom function, or send email/SMS notifications.
  • Problem custom triggers can be configured under Admin > Automation > Custom Triggers > Problem. Click here to learn more.
  • You can use problem custom functions to manipulate data in ServiceDesk Plus/third-party applications, and execute custom actions.
  • Click here to learn more.

SDF-97499, SDF-99701, SDF-98203, SDF-98204, SDF-98205 : Microsoft Teams Enhancements

  • Administrators can now create custom commands and execute actions in Microsoft Teams right from the ServiceDesk Plus bot.
  • The support groups in ServiceDesk Plus can be mapped with the respective Teams channels. When requests are assigned to support groups, the bot will trigger notifications in the mapped channel.

Click here to learn more.

Drill-down Analysis for Requests :

  • You can now perform drill-down analysis on requests from the reports module.
  • A tree structure for requests will be generated based on the criteria (Created Date, Responded Date, DueBy Date, and Completed Date) along with time period.
  • Use the drill-down analysis URL to share with other technicians.

SDF-89537, SDF-101927 : Additional Attributes Support in SAML from IdP

  • SAML now supports additional attributes that are used to create a detailed user profile for dynamic users. You can also use additional attributes to add dynamic users logging in via email and user principal name (UPN).
  • Click here to learn more.

Enable Dark Mode / Night Mode :

  • Introducing Night Mode in ServiceDesk Plus that allows users to darken their application's screen. Night Mode is user and instance specific.

SDF-56497 : Font Customization

  • You can now use custom/third-party fonts in ServiceDesk Plus. You can either add fonts that are already included in your operating system or upload new fonts via font files in the supported formats.

Click here to learn more.

SDF-105644 : Import Vendors and Vendor Products :

  • Administrators can import vendor details along with the products or services associated with vendors in bulk from CSV, XLS, or XLSX files. During import, new vendors can be added in bulk or the details of existing vendors can be updated in ServiceDesk Plus.
  • Click here to learn more.

SDF-100740 : Security Meter

Monitor and gauge how effectively you have configured various built-in application security features using the security meter. To access the security meter, go to Admin/ESM Directory > General Settings > Security Settings. The security meter provides the following:

  • A security score in percentage.
  • A security level classification based on the security score: unsecured, weak security, moderate security, and highly secure.
  • An option to view and manage the list of available security features.

Click here to learn more.

Task Dependency Enhancement :

  • Introducing task dependency mapping in Projects
  • The UI for task dependency mapping is revamped for better user experience.
  • API support added for task dependencies.

SDF-94236, SDF-96685, SDF-83703, SDF-53161, SDF-97505: Reports Micro Feature

  • Introducing options to export reports without header. You can configure the settings from Reports > Custom Settings.
  • You can now schedule multiple reports under Reports > New Report > Schedule Report.
  • You can now save the edited custom report as a new report using the Save report as option.
  • You can now export, schedule, and mail reports in the XLSX format. You can also export requests, purchases, and software in the XLSX format.
  • A new notification rule "Notify technician and other SDAdmins when an SDAdmin edits/deletes another technician's schedules/reports." is added under Admin > Automation > Notification Rules > Reports.

Click here to learn more.

Forgot Password Option for Local Authentication :

  • Introducing Forgot Password option for users who log in via local authentication.

Release-CI Relationship in CMDB :

  • You can now view the associated CIs or releases along with their relationship map from the respective release/CI details page.
  • Click here to learn more.

SDF-99127 : Add more details while creating a request from Zia

  • Users can now add vital details such as subject, description, and mandatory fields while raising a request from the Zia bot.

Click here to learn more.

SDF-84079 : Showing Dynamic Notifications as Desktop Notifications

  • Desktop notification notifies users about the events in the application even if they are working on different applications.
  • To enable desktop notification, application must run in the HTTPS mode. Click the LOCK icon on your browser's URL and select Site settings > Notification > Allow.

Click here to learn more.

SDF-70132, SDF-105643 : In-App Notifications for Technicians

  • Introducing In-app notifications to alert technicians about their request events while they are using the application.

Click here to learn more.

Global Configuration for Time Zone, Date Format, Time Format:

Use a global configuration for changing the time zone, date format, time format for all users.

  • In ESM setups, global configuration can be set under ESM Directory > Application Settings.
  • In non-ESM setups, global configuration can be set under Admin > General Settings > Advanced Portal Setting

Click here to learn more.

SDF-82985 : Technicians Personalized Color Settings

  • Administrators can now allow technicians to personalize the color settings applied in the list/classic view of requests, changes, and releases

SDF-98952, SDF-98456 : UI Enhancements

  • Introducing Puvi font (version 4.0) in ServiceDesk Plus under layout personalization, theme settings, text editor, and form customization.
  • UI revamped for better user experience in the following entities: login details banner, confirmation dialog, scroll bars, checkbox, radio buttons, and Add/Edit form buttons.

Note : The scroll bar UI revamp will not reflect in Mac devices.

SDF-95902,93092: Telephony Integration Enhancements

  • Automated Request from Missed Calls

    Option to create requests automatically when a technician misses a call. This option is available under the Settings tab on the telephony server settings page.

  • Telephony Logs

    Telephony integration allows you to access the details of all incoming and outgoing telephone calls. For each call entry, you can find details such as the caller name, caller number, receiver name, receiver number, call type, time of call, and call duration. You can also create a request when a call to a technician is unanswered. Telephony logs can be accessed from under the Telephony Logs tab on the telephony server settings page. Alternatively, you can also access it by clicking the Call Logs icon on the bottom-right corner.

    Click here to learn more.

SDF-104017 : Trial license over the production setup

Customers can now avail a free trial license to check out the latest features and functionalities of ServiceDesk Plus. The trial license is valid for one month and can be used only once.

SSDF-105645 : Custom Trigger Enhancements

Custom triggers can now be applied when requests are moved to trash.

Calendar Revamp :

  • Added a redesigned calendar for date and time fields across the application.
  • You can now enter time values manually in the date and time fields.

Problem Module - Standard license add-on :

Problems module is now available as an add-on for standard edition.

Purchase V3 API :

V3 API is now supported for purchase request approvals.

Contract V3 API :

V3 API is now supported for Contracts module.

SDF-105638 : Advanced Customization for Requester Home Page

SDAdmins can now customize the self-service portal's home page using advanced options such as panels, buttons, snippets, widgets, etc using predefined or custom templates.

Note

  • For fresh installations with build 14000 or newer, the advanced customization replaces the basic customization.
  • For installations migrated to 14000, the existing basic customization will be accessible only if a customized home page is already configured. If the advanced customization options are used to create a new home page, the existing basic customization will be removed.

Click here to learn more.

SDF-101229 : Visibility of User-specific Fields

  • SDAdmins can now prevent unnecessary exposure of sensitive user data by restricting the visibility of user-specific fields. To control the visibility of user-specific fields, ServiceDesk Plus allows you to configure either an inclusion list or an exclusion list to maintain allowed or restricted fields respectively. The lists must be configured for requesters and technicians separately. The configuration is available under Admin > General Settings > Advanced Portal Settings > Requester/Technician.

Click here to learn more.

Database Migration Tool :

  • Introducing a tool to migrate data between two databases (Postgres to MSSQL and vice versa) as well as between operating systems (Linux to Windows and vice versa).

Click here to learn more.

SDF-105027 : You can now configure criteria based on date fields for custom triggers and request life cycle.

ME Integration Revamp :

Key Manager Plus UI is revamped to maintain uniformity across all ManageEngine integrations with ServiceDesk Plus.

13011

(Released on 27 September, 2022)

Behavior Changes :

  • SD-104671 : Throttle limit to access solutions or announcements auto-suggest pop-up while creating requests has been increased to 300 in requester login.

Enhancements :

  • SDF-92869 : Users can now associate up to 100 projects to change requests and vice versa via GlobalConfig table.
  • SDF-103090 : You can now increase the number of options that can be selected for resource questions by updating the "paramvalue" for the entry below in the GlobalConfig table.
    • category = "CheckBox_Resource_Question"
    • parameter = "MAX_OPTIONS_SELECTED"
    • paramvalue = "<any_value_up_to_50>"

    Note : The default paramvalue is 25.

Issues Fixed :

Requests

  • SD-104812 : Trigger configured with "for the first time" action is getting executed every time when there is another trigger that is configured with Approved, Reply Received, or Rejected event.
  • SD-104829 : URL throttle exception is thrown when performing inline or spot edit in requests when the number of additional fields configured in the request template is on the higher side.
  • SD-104432 : Unable to open requests if API exception occurs during server startup when request attachments are pushed to JIRA tickets.
  • SD-104455 & SD-103887 : Unable to access application URL in approval reminder emails.
  • SD-104793 : Replies to emails for a request are not threaded to the existing request and created as a new request if the module-based limiters are not used with the base delimiter in the email subject.

Problem

  • SD-104846 : Unable to create problem requests if the logged-in technicians are configured with a role where Allow technician to view permission is configured as All in group & Assigned to Technician or Assigned to Technician.
  • SD-104673 : Unable to send notifications from problem details page if there are more than 100 characters in the To field.

Changes

  • SD-103913 : If the storage location for attachments configured under Admin/ESM Directory > General Settings > Attachment Settings does not exist, the CAB approval submission fails for change requests containing attachments.
  • SD-103792 : CAB approval submission fails if an attachment in a change description or other stages has "+" in its name.
  • SD-104225 : Unable to move a change to the next stage when a change role assigned to a support group is made mandatory in the change template.
  • SD-104047 : The change roles variables configured in a notification template are not getting replaced with actual values in the corresponding email notifications if the change role name was renamed with special characters before configuring it in the notification template.

Tasks

  • SD-104430 : On editing task custom filters with group-based filter conditions, the group name changes to 'undefined' after saving.

Assets

  • SD-102557 : System Type field value is not fetched for workstations and servers on scanning via Endpoint Central.
  • SD-100665 : An incorrect error message is displayed while trying to access the remote control feature in Endpoint Central.

Admin

  • SD-104583 : Error thrown if space or line break is added between alias email addresses in incoming mail server settings.
  • SD-104585 : Inline images with valid content type and invalid file extensions are not displayed in the application UI.
  • SD-104544 : Unable to process signed emails with content types other than multipart\signed.
  • SD-104831 : The details of emails matching spam filter conditions are not shown in the system log viewer.
  • SD-102439 : During SNMP scan, the MAC value is fetched based on the OID hard-coded in the application even if custom OID is configured under Admin > Discovery > SNMP Configurations > Device Inventory.
  • SD-103150 : SDAdmins are unable to reset passwords for users from users details page in non-English setups.
  • SD-103379 : Country drop-down in Add/Edit Site page contains missing and incorrect country names.
  • SD-103055 : Mistranslated text in Japanese help card under Tasks tab in Admin > Templates & Forms > Project Templates.
  • SD-103888 : Survey exclusion does not work as expected if multiple email ID criteria are configured using OR condition.
  • SD-104757 : Error tooltip is not visible while writing custom scripts in field and form rules.
  • SD-103419 : Unable to add/edit service categories if additional fields are configured for IT Service or Business Service CI types.
  • SD-104223 : Unable to customize the New Change Stage Status template under Notification Rules > Change.

Community

  • SD-22674 : Purchase Order deletion history will now be recorded in System Log Viewer.
  • SD-94414 : Contracts deletion history will now be recorded in System Log Viewer.

ZIA

  • SD-104545 : The warning message for reopen requests and approval prediction in Zia is barely noticeable.
  • SD-104540 & SD-104030 : Zia incorrectly scans the approver's decision in the approval email if the email signature is present.

General

  • SD-104152 : Local authentication option is listed in the login page even after disabling Allow user login based on local authentication and Domain Filtering during login.
  • SD-101912 : An alert message (Endpoint Central service is not reachable) is displayed even after the service is reachable.
  • SD-103391 : Performance issue in setups using Microsoft SQL server for some scenarios when running query reports.

13010

(Released on 22 August, 2022)

Behavior Changes :

  • SD-103125 : Backup technician assignment will now be based on the current time (i.e., when a technician gets assigned to a request) instead of the request created date.

Issues Fixed :

Requests

  • SD-104488 : Impact and Urgency fields are mandated while closing requests if priority matrix is enabled and some fields are mandated in request closure rules.
  • SD-103063 : Technicians are not getting assigned based on technician auto-assign if the Assign technician only after Service Request approval option is enabled in the service template.
  • SD-104094 : Unable to fetch asset field value in the request details page using Field and Form Rules.
  • SD-103440 : In Add Request form, group and technician lists do not load properly if the number of sites exceeds 100.
  • SD-103522 : When two requests are created from the same email for different support groups, history is not captured in one of the requests if any automation rules are configured.
  • SD-104197 : When a non-SDAdmin technician updates the impact and urgency of a request via sectional edit/inline edit, the priority does not load as set in the priority matrix unless the edits are saved.

Assets

  • SD-103898 : Unable to import users and assets from CSV files in non-English setups.
  • SD-104752 : Throttle limit to access the following URLs in ServiceDesk Plus-Endpoint Central integration is reached:
    • /api/v3/app_resources/build_info
    • /api/v3/scanjobs/

Admin

  • SD-104050 : Unable to save Field and Form Rules if more than 100 values are configured in Remove Options action.
  • SD-103593 : OutlookAddIn is not loading properly if SAML is configured.
  • SD-103796 : Error thrown while saving request closure rules in non-English setups.
  • SD-103183 : In reply template list view, the number of records to display per page is reset after refreshing the page.
  • SD-104546 : ServiceDesk Plus crashes intermittently if Zia Category/Template prediction is enabled in build 13005 and later.

13009

(Released on 03 August, 2022)

Framework Upgrade Information :

  • SD-101485 : Jquery UI upgraded to version 1.13.1

Behavior Changes :

  • SD-103899 : Throttle limit to access the /api/v3/app_resources/build_info URL is increased to 60 calls per minute.
  • SD-104021 : Throttle limit to access the /sounds/*.mp3 URL is now increased to 120 calls per minute.
  • SD-103503 : If an invalid attachment from an email is dropped when adding an entity, a notification will now be sent to the email sender and technicians configured in the Send email when an Application Error Occurs rule.
  • SD-103800 : The option to integrate Zoho Analytics from ServiceDesk Plus will no longer be available on the application UI for users. If users want to enable the integration in their setups, contact support (servicedeskplus-support@manageengine.com) for more details.

Enhancements :

  • SDF-104217 : Disaster Recovery :

    Disaster recovery (DR) ensures availability of ServiceDesk Plus when a region or site is down during disaster. DR works by implementing a hot-standby system. When a primary server is down, the secondary server takes over the primary server functions and serves the application. To setup DR,

    • In ESM setup, OrgAdmins can configure DR from ESM Directory > General Settings > HA Configuration. Click here to learn more.
    • In non-ESM setup, SDAdmins can configure DR from Admin > General Settings > HA Configuration. Click here to learn more.
  • SDF-103302 : In custom triggers, you can now edit custom notifications in HTML mode.
  • SDF-103800 : ManageEngine Analytics Plus Cloud now integrates with ServiceDesk Plus as cloud-based reporting & business intelligence service instead of Zoho Analytics. Going forward, users will be able to integrate with ManageEngine Analytics Plus Cloud to analyze business data and create reports/dashboards.

    Note: Existing users will be able to use their Zoho Analytics integration without any changes.

Issues Fixed :

Requests

  • SD-103049 : Field and form rules for services requests are not getting executed if values of the conditions in the rules contain products from the Assets module.
  • SD-103189 : Requester selection icon in request forms is clickable for users even if it is in the disabled state.
  • SD-103523 : Unable to view pdf attachments from the request approval page.
  • SD-103876 : Unable to bulk-edit requests if Allow requesters and technicians to override the Priority Matrix option is disabled in the Priority Matrix.
  • SD-103378 : Approvers are redirected to an error page while approving a request from the Approve/Reject buttons in email if the email notification template contains $ApprovalActionButton variable.
  • SD-103163 : Unable to preview PDF attachments in request notifications, conversations, and approval page in build 13004 or higher.
  • SD-103397 : If a service request template has organization roles configured as approvers, approval notifications are not sent to users with the relevant organization roles if the user is not a service request approver.
  • SD-103740 : Unable to view PDF attachments in request conversations if the request has approval configured.
  • SD-103260 : Archive request fails when the request contains notifications with subject more than 250 characters.

Changes

  • SD-103174 : Unable to save a change request after editing if more than 100 assets are associated with the change request.
  • SD-101501 : Added change attachment API in the API doc tool.

Solutions

  • SD-103514 : Unable to create solutions in non-IT help desk instances.

Assets

  • SD-103790 : Unable to open the asset details page in a new tab by using CTRL+left-click over an asset name in the asset list view.

CMDB

  • SD-102523 : Unable to view associated changes of a CI from relationship tab, if the CI is created from a child CI type of Business Service

Purchase

  • SD-103663 : Unable to take approval action for purchase orders if the approver has configured cost limit.
  • SD-37956 : When receiving items from Purchase Orders, Workstation/Server model is not updated in the asset list view.

Contracts

  • SD-103633: Error thrown while importing XLS files under Contracts module in non-English setups.

Admin

  • SD-103146 : Backup files are not getting deleted after the expiry of the configured retention period if the corresponding scheduled backup with attachments had failed.
  • SD-102893 : The Incident, Service, Announcement, Solution, and Survey templates are not visible to the associated user groups after editing the criteria of the user groups.
  • SD-103502 : Attachments are dropped when fetching emails using POP/IMAP protocols if they are not properly encoded.
  • SD-103910 : After upgrading from build 13007 to 13008, the advanced portal settings page is not loading properly if While a request is waiting for approval, stop the timer and set request status to option is enabled in Advanced Portal Settings.
  • SD-103613 : Unable configure asset notifications under Admin > Automation > Notification Rules in remote servers.
  • SD-102541 : Service templates listed under Admin > Templates & Forms > Service Catalog are not displayed on right-clicking a template and selecting Open in New Tab.
  • SD-103430 : Impact and Urgency fields are not present in Add/Edit Service Template forms for Professional editions with Service Catalog Add-on.
  • SD-103782 : Executing bot commands in Microsoft teams returns Zia Bot commands.
  • SD-103385 : In certain scenarios, request custom triggers based on specific additional fields in service category do not execute even when criteria is fulfilled.

Reports

  • SD-60756 : Unable to identify the type (private/public) of the reports in the Reports module.
  • SD-63233 : Unable to generate reports with description or resolution fields when the maximum number of simultaneous report users is configured less than 4.
  • SD-103123 : Error in viewing the shared user details in Additional Setup under Advanced Analytics.

13008

(Released on 07 July, 2022)

Behavior Changes :

  • SD-103033 : The API operations ADD, UPDATE, and DELETE can now be performed for Admin entities via custom functions (excluding callback functions).
  • SD-102392 : Requests can be created from conversations only if it has valid Site, Group, and Technician dependencies.
  • SD-102963 : The number of incident additional fields of type radio and picklist is now restricted to 50 each.
  • SD-102665 : ServiceDesk Plus favicon is now updated in all browsers.
  • SD-103140 : Post upgrade, ServiceDesk Plus will no longer be accessible through Internet Explorer 11.

Enhancements :

  • SDF-103083 : From address is supported while sending emails through custom functions.

Issues Fixed :

Vulnerability

  • SD-101435 : Secure and same site attributes are missing for PORTALID cookie.
  • SD-103631 : CVE-2022-35403 : Path traversal vulnerability while processing inline images.

Dashboard

  • SD-103131 : Category names that contain non-English characters are not displayed properly in matrix reports when the reports are added to a custom dashboard.

Requests

  • SD-102929 : Unable to fetch more than 100 statuses in the Requests module.
  • SD-91560 : On adding a new request tag from the request details page, the new tag is not selected if it is shorter than the existing tag.
  • SD-102636 : Unable to close requests when user override for priority matrix is disabled and the Priority field is mandated in Request Closure Rules.
  • SD-102287 : When a requester creates a request on behalf of another user, the Reporting To option in the Select Approvers field reflects the requester's Reporting To user.
  • SD-102110 :
    • While sending emails from the application to add or update request fields via Email-Command, new line character (\n) is added to additional field names and values when the character limit set by the mail client is exceeded.
    • Line breaks are not retained in description and resolution fields.
  • SD-102097 : If a custom on hold status is created and requests are configured to pause timer during approval and move to Onhold status under Advanced Portal Settings, the status of a request pending approval is updated with the custom on hold status.
  • SD-101558 : Unable to add file attachments if the file name exceeds 100 characters.
  • SD-102325 : In request details page, hovering over the transition info does not display the associated request life cycle.
  • SD-102326 : Task form rules are not copied when a request template is copied from another template in which tasks were deleted.
  • SD-102513 : When a form rule is configured to set a value to the Category field upon editing requests, the fields Subcategory and Item are erroneously getting reset even if the Category field has the same value as configured in the rule.
  • SD-102518 : In some cases, backup technician is assigned for past dates even if the original technician leave is completed.
  • SD-102585 : While updating the template of a request, the requester's asset details are populated if the On Behalf Of User does not have assets associated with them.
  • SD-102643 : While configuring ${ResourceSummaryWithCost} in custom triggers and sending notifications, the resource cost is doubled in the email notification.
  • SD-102645 : Service requests that are yet to be sent for approval to a user is listed under Request Pending My Approval filter for that user.
  • SD-102713 : When an approver in the service template with multi-level approvals is removed from application, the subsequent approval levels are not shown in the Workflow tab.
  • SD-102730 : While selecting approvers in service requests, the approver email ID and department are not listed in the Select Approvers drop-down.
  • SD-102891 : On spot editing the multi-line additional fields in the request details page, the characters in the fields are not rendered properly.
  • SD-102900 : While replying/forwarding a request from the request details page, the cursor goes missing after changing the reply template.
  • SD-103006 : Custom triggers are not working if their action contains a script that has non-ASCII characters after upgrading to build 13001. The issue fix "SD-98985" has been reverted. Customers facing this issue should create new TXT files for which the issue occurs by typing out the content manually and saving it with the same name as the original file. The files will be available under the executor_files folder.

Projects

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

Solutions

  • SD-100240 : Error while adding multiple solution owners for solutions and workarounds in problems.

Assets

  • SD-102809 : Unable to set an asset's status to 'Disposed' while updating the asset via ServiceDesk Plus mobile application.

Purchase

  • SD-37956 : When receiving items from Purchase Orders, Workstation/Server model is not updated in the asset list view.

Admin

  • SD-102719 : Unable to access Endpoint Central (formerly Desktop Central) by clicking the Endpoint Central quick access drop-down in the application header.
  • SD-101491 : In the Preventive Maintenance task form, the Change Template button is not translated properly in French personalization.
  • SD-102893 : The Incident, Service, Announcement, Solution, and Survey templates are not visible to the associated user groups after editing the criteria of the user groups.
  • SD-102551 : Login name, email ID, employee ID based search in user fields is not working properly in some pages.
  • SD-102777 : Security Settings page is not loading properly when the application language is set to non-English languages.
  • SD-102717 : Unable to import users from Organizational Units with name containing '/'.
  • SD-99570 : Unable to mark the CI and Asset involved fields as mandatory in release templates.
  • SD-102553 : Notification content of Active Directory import is misaligned.
  • SD-102590 : In non-English setups, requester properties are displayed for Site field in request templates.
  • SD-102881 : The additional fields created specifically for a service category in a template gets added as Common fields even after disabling the Common for all Service Categories option.
  • SD-103005 : Pressing the Tab key when the cursor is on a text editor changes focus to the next field instead of moving the cursor to the next tab stop within the editor.
  • SD-103100 : Unable to rearrange sections within a release template if a new section is added to the template.

General

  • SD-101740 : Postgres database server is now backed up every day to prevent data loss. In the event of backup failure, an email will be triggered to the SDAdmin or the email configured in the Backup Schedule configuration.

Login

  • SD-101405 : Users are redirected to change password page upon password expiry, if the Keep me signed in option is enabled along with any authentication except local authentication.
  • SD-102314 : Concurrent login attempts in the same browser results in login CSRF validation failure.

13007

(Released on 28 June, 2022)

Issues Fixed :

Requests

  • SD-103436 : The request details page and Add/Edit request form are not loading if Zia category or template prediction is enabled and the installation pathway for ServiceDesk Plus contains spaces. This issue occurs in devices with Windows 2016 and above.

General

  • SD-103513 : MSSQL migration to 13006 fails if the database user does not have sysadmin role.

13006

(Released on 23 June, 2022)

Framework Upgrade Information :

  • SD-102480, SD-98897 : PostgreSQL Driver upgraded from version 42.2.16 to version 42.2.19.

Behavior Changes :

  • SD-38218, SD-48433 :
    • Approval Stage is now renamed as Approval Level.
    • Org roles configured as approvers in request templates will be resolved only when the corresponding approval notification is triggered.
    • The option to configure any email address as an approver in Self-Service Portal is no longer supported. Only users registered in the application can be configured as approvers.
    • Template workflow configurations will now be added as entries in the system log viewer table.
    • No duplicate approvers can be configured for a given approval stage.
  • SD-94649 :
    • Change approval actions can now be notified to a change requester via email.
    • The $MyPendingApprovals variable used in the approval reminder notification template is changed to $MyPendingApprovalLink.
    • If a backup approver is configured, you can use the variable $ApproverName in the approval notification template to display the name of the user (original approver or backup approver) who performs the approval. You can also use the variable $OriginalApprover to display the original approver name.
  • SD-100271 : DesktopCentral is now renamed as Endpoint Central.

Enhancements :

  • SDF-92592 : Captcha Verification Check for Mobile Logins
    • In ServiceDesk Plus mobile app, users will now be prompted to enter a captcha code during the final login attempt before reaching the account lockout threshold.
  • SDF-94649 :
    • Change approval actions can now be notified to a change requester via email.
    • The variable $ApproverName is added to the send for recommendation template.
    • The variable $OriginalApprover is added to the approval notification template and send for recommendation template.
  • SDF-100525 :
    • In ESM setup, Org Admins can now monitor URL attacks in the application from ESM Directory > Security Settings > Advanced. Notifications are sent to Org Admins if too many attempts are made to access a URL.
    • In non-ESM setup, SDAdmins can now monitor URL attacks in the application from Admin > General Settings >Security Settings > Advanced. Notifications are sent to SDAdmins if if too many attempts are made to access a URL.
  • SDF-101789 :
    • In the approval actions page, users can now view the approvers list who are yet to approve the request by updating paramvalue for the entry mentioned below in the GlobalConfig table.

      category = " ApprovalAction"
      parameter = "SHOW_PENDING_APPROVALS"
      paramvalue = "true"

    • The organizational role details of the approver are now shown in the Approval Details section and Approval Actions page.
  • SDF-38218, SDF-48433 : API for request approval actions is now supported.
    • The User Interface for approval action page and the approval tabs under requests and archived requests is enhanced for better usability.
    • Option to mandate approvals comments only on request rejection under Admin > Self-Service Portal Settings (Advanced Portal Settings in ESM setups)
    • You can now configure custom names for an approval level when adding an approval stage to request templates.
    • In Custom Triggers, configuring custom scripts to add request approvals now has a new format. Update existing scripts before October 2022 to configure request approvals via scripts using the new format.
    • In custom trigger json, current_level and approved_level keys will be added along with current_stage and approved_stage keys respectively. The keys current_stage and approved_stage will be removed after October 2022.

Issues Fixed :

Admin :

  • SD-100266 : Error while importing XLS files in Auto Site Allocation.

General

  • SD-102892 : Migrating to version 13002 and above fails when the length of the file names (including the extension) in <SDP-Home>/custom/customimages/> is less than 7.
  • SD-102470 : Translation issue in Swedish personalization.

13005

(Released on 09 June, 2022)

Framework Upgrade Information :

  • SD-101653 : PostgreSQL upgraded from version 10.17 to 10.21

Enhancements :

  • SDF-97921 : Added option to disable manual deletion of system logs in the Community tab.
  • SDF-101445 : In the change module, the mini calendar and the calendar view will now show the change requests marked in the previous and next months if the respective dates are shown in the current month view. For example, if the starting day of the current month is Friday, then the changes until the previous day (Thursday) will be shown in the current month view.

Issues Fixed :

Dashboard :

  • SD-102140 : Custom report widget added to the dashboard in the non-IT instance goes blank.

Requests :

  • SD-96067 : The Updated by details are populated even after changing the notes type (public/private).
  • SD-100629 : Set group action in Service SLA does not work for requests associated with a site.
  • SD-101000 : When the mail sending threshold is reached, resending of outgoing emails is not triggered due to changes in the error message pertaining to "SMTPSendFailedException".
  • SD-101448 : On duplicating a service request, the description is not copied from the parent request.
  • SD-101459 : Attachment ID is displayed in the request history on adding or editing requests when the description is stored as attachment.
  • SD-101471 : Group is removed while assigning requests to technicians in bulk from the request classic view.
  • SD-101506 : Custom triggers do not execute on approved, rejected, and reply received events.
  • SD-101627 : The cancel button in the request form does not work when the form is accessed using a link.
  • SD-101743 : Notes in archived requests do not display in chronological order.
  • SD-101924 : Moving requests to a completed status from custom completed status using bulk edit resets the time spent on the request.
  • SD-101977 : Canceling a configured on-hold schedule from technician login is entered in history as a system action.
  • SD-102088 : A blank page is generated unexpectedly when using the preview options in inactive incident templates.
  • SD-102105 : Requests tasks that are configured as post-approval tasks are not created if the request was edited by the requester before approval.
  • SD-102440 : The scroll function is not responding if an existing field is dragged to a different location when editing or creating an incident template.
  • SD-102463 : Dissociating template tasks using a script-based business rule is not working if the request template was also changed using the same script.
  • SD-102503 : Spell check function was disabled for request approval comments.

Problem :

  • SD-88480 : Unable to filter incidents by category while associating to a problem.

Changes :

  • SD-101502 : Approvals in the Submission stage are not listed if the stage has been crossed or if the page has been refreshed.
  • SD-101893 : Attachment is removed when a technician who creates the change request does not have access to the created change request due to system roles, site, or group restrictions.
  • SD-101928 : Unable to edit change request when the change owner adds attachments after the change crosses the submission stage, even if the change owner is allowed to edit the change in any stage from Admin > Customizations > Change Management > Change Configurations.
  • SD-101952 : If a change approval is deleted, the History tab goes blank.
  • SD-102394 : Change approval actions via email reply are not working even though Zia predicts them correctly.

Tasks :

  • SD-102450 : In the View Task pane under requests list view/ classic view, the Priority field is missing in the task sort dropdown menu.

Assets :

  • SD-38941 : The "Software" filter is not retained in the global search if it is invoked when the Software module is selected.
  • SD-47066 : When a asset is moved in store due to deletion of the user, the information is now captured in the Asset History.
  • SD-100371 : DC agent scan fails while scanning assets that were previously scanned via other modes.
  • SD-101837 : A blank page is shown when the Assets module is accessed after deleting a product type.
  • SD-102327 : The product type is updated incorrectly during asset scan.
  • SD-102389 : Error while accessing the details page of a software license that is created with additional fields.
  • SD-100426 : In asset list view, the values of the Purchase Order No column are not getting populated for assets created from purchase orders.

CMDB :

  • SD-70545 : Unable to add users with login permission or update password for existing users via API.
  • SD-71120 : In CMDB, the CI info under software details page displays HTML tags.
  • SD-101095 : Assets marked as 'Not associated to any site' are not displayed in the CMDB list view, if the logged-in user is assigned with EnableCMDB role and custom role with site-based restrictions.

Purchase :

  • SD-101724 : Unable to customize the subject of approval notifications in purchase orders.

Admin :

  • SD-60646 : In the notification for prohibited software installation, the Installed Date value is incorrectly shown in Unix Time format instead of human-readable format.
  • SD-97653 : Zia email approval prediction is getting failed when Glowroot is enabled.
  • SD-99188 : http:// gets added automatically after inserting a link in Editor.
  • SD-100630 : Unable to add users with login permissions or update password for existing users from the in-app API doc tool.
  • SD-101473 : While executing scripts for requests, sub-category is created in the JSON file even if the request template does not have the Sub-category field.
  • SD-101498 : Departments and sites are added with empty names during LDAP import if the mapped attribute in LDAP server contains only white spaces.
  • SD-101714 : Email attachments with content type in capital letters are not processed as attachments during mail fetching.
  • SD-101716 : Email attachments with incorrect mime parts are not processed as attachments during mail fetching.
  • SD-101717 : Unable to include or exclude more than 100 users while importing users to instances.
  • SD-101926 : When copying a service template, the field and form rules configured for resources is not copied when a resource question is removed in the parent template.
  • SD-102100 : Unable to remove/update a value in picklists if the value contains French characters such as accented letters and ligatures.
  • SD-102284 : When a business rule is used to change both request template and request status, the tasks associated with the new template are not getting added to the request.
  • SD-102483 : The Site value is shown as "removed" after configuring a user group.
  • SD-102880 : Unable to add more than 10 software products under Admin > Customization > Asset Management > Product.

Reports :

  • SD-100929 : Unable to generate query reports in MSSQL setup which contains coalesce() function in lowercase.
  • SD-101718 : Analytics Plus sync fails if the hostname for alias URL is configured without a port.
  • SD-102045 : In query reports, the queries containing the join clause do not work if the column names are in lower case.
  • SD-102387 : Duplicate queries are executed when displaying available columns in tabular custom reports.

Community :

  • SD-101500 : Error symbol indicating failed database maintenance schedule is not getting cleared from the health meter even after successful maintenance.

ESM :

  • SD-100170, SD-101689 : Service catalog is not available in standard edition even if the service catalog module is enabled.
  • SD-102401 : Unable to create a new Facilities service desk instance if an existing Facilities service desk is deleted.

General :

  • SD-101930 : Error while clicking the technician delete notification (bell notification) received from AD delete sync.
  • SD-101380 : Performance improvements in Zia prediction for better user experience.
  • SD-102406 : Error thrown on accessing ServiceDesk Plus if the MasterKey is not resynced after a database server crash or database node failover.

13004

(Released on 01 June, 2022)

Behavior Changes :

  • SD-97923 : Support for V1 Admin API is removed.

Issues Fixed :

Vulnerability :

  • SD-102732 : Improper Input Validation vulnerability while adding additional fields.

Assets :

  • SD-101759 : Error thrown while adding or editing workstations if,
    • More than 5 Processors, Hard Disks, Network adapter details, or Monitors are provided.
    • A workstation additional field value contains more than 150 characters.

Purchase :

  • SD-102390 : Unable to add purchase order if the discount value is added directly without the discount rate.

General :

  • SD-102417, SD-102111 : Application slowness and NoManagedConnection exception occur in MSSQL setups if more than 8 threads are spawned by JobScheduler.

13002

(Released on 04 May, 2022)

Behavior Changes :

  • SD-100804 : Product Type field is removed from the server details page and list view.
  • SD-99040 : Loan expiry notifications will now be sent to the users until the loaned asset is returned if notification frequency has been configured.
  • SD-99659 : Auto-completion of email fields is enabled for change notifications.
  • SD-100880 : Technicians can create requests with the Site specified in the request template even if they are not associated with the site.
  • SD-101115 : Changing the default backup password is now mandated before applying the license, taking manual backup, or upgrading the application.
  • SD-101447 : In the absence of an active default incident template, requesters will be prompted to select their preferred template from the incident catalog when the Raise a ticket option is invoked from the Zia bot.

Enhancements

  • SDF-101199 : Option to add/update auto-generated function name in custom functions.
  • SDF-101546 : Option to enable/disable last login information under Admin > General Settings > Security Settings.
  • SDF-99760 : Security advisory banner will be displayed to SDOrgadmin and SDAdmin.
  • SDF-68127 : Added an info icon under the Members tab on the project details page to list active project roles along with their descriptions.

Issues Fixed :

Requests :

  • SD-100900 : Unable to submit request if the script used via Field and Form Rules to set Select Approvers field contains invalid user names or invalid org roles.
  • SD-100755 : Unable to search through Subcategory, and Item fields from the create/edit request page, if fields have inactive values.
  • SD-74944 : Scroll bar is not displayed in request details page if the details page is accessed before the list view table is rendered completely.
  • SD-99279 : Unable to edit inline values in request details page if there are UDF fields with the value 0.
  • SD-101591 : In tables under the request description, cell contents with no spaces overlap adjacent cells.
  • SD-100687 : Unable to add more than 100 tasks from the application UI during request creation.
  • SD-100803 : Label alignment discrepancy in request template after changing the language to Arabic or Hebrew.
  • SD-100695 : The status name gets truncated in the request life cycle edit page. If the status list is too long, the statuses at the end of the page are not visible.
  • SD-100384 : In Russian setup, unable to tag the users in request notes using the uppercase letters.
  • SD-100376 : The search fields across the application are auto-filled with the previously searched value.
  • SD-99595 : Field and Form Rules are running twice for a request if Set Field > Status action is configured for an On Form Submit event.
  • SD-100344 : Unable to create requests when the name of the site associated with the requester exceeds 100 characters.
  • SD-72317 : When creating a request on behalf of other users, the Site field is erroneously getting populated with the requester's site value instead of the on behalf of user's site.
  • SD-100587 : Requesters are set as approvers when added through custom triggers even though the Allow self-approval of requests option is disabled in Self-Service Portal.
  • SD-98587 : When searching for templates in the service catalog, the templates in the first category are erroneously shown for all the categories if the result has more than one service category.
  • SD-99924 : In the request-reply pop-up, the alert message prompting the users to fill in the mandatory fields shows the API name instead of the actual field name, if the mandated fields are additional fields.
  • SD-99241 : Field and Form Rules to update Select Approvers field do not work in requester login, if the field options contain org users.
  • SD-99741 : In the request details page, username is missing in the user details pop up.
  • SD-99683 : Field and form rules to disable a date field does not work when performing spot edit on the request.
  • SD-100785 : Duplicating a request replaces request description with the associated template 's description.
  • SD-100258 : When Zia category prediction is enabled, the field and form rule for on submit action is executed twice.
  • SD-100298 : VIP user icon beside the requester name is missing in add/edit request form.
  • SD-100775 : If the Request a read receipt option is configured for a mail, the end user receives an acknowledgement mail with the prefix "Not read: ". The issue occurs if the mail is processed via Exchange Web Services (EWS) protocol.
  • SD-101592 : Resource section fields are not shown properly when showing/hiding resource sections and fields simultaneously using field and form rules in the service request add/edit page.
  • SD-101451 : Unable to sort request Kanban view based on user-defined fields.
  • SD-101484 : Inactive support groups are erroneously shown in the dashboard support group filter.
  • SD-101737 : When tagging users under notes, the user list does not display all users in alphabetical order.
  • SD-101158 : Unable to create request custom views using subcategories if the total number of subcategories exceeds 10.

Changes :

  • SD-100628 : Unable to send change approvals or recommendation mails if a change request has attachments. The issue occurs if a network path is configured to save attachments and password protection is enabled for attachments.
  • SD-100879 : Custom Trigger is not executed for changes created via V3 API even if the criteria are met.
  • SD-101315 : Error thrown while sending attachments via email if Enable password protection for all file attachments under Security Settings is enabled.

Projects :

  • SD-68127 : Added an info icon under the Members tab on the project details page to list active project roles along with their descriptions.

Tasks :

  • SD-96408 : Mismatch in pending task count displayed in the dashboard and task list view when the option to consider only Closed tasks as completed tasks is enabled in task closing rules.

Release :

  • SD-100848 : Release history is not loaded if the Services Affected in a downtime under Planning stage is edited.
  • SD-100896 : The Approvals tab on the release details page does not load properly when the logged-in user and the approver are the same.
  • SD-96919 : Deleted user name is listed in the Release Engineer field while editing a release.

Space :

  • SD-101472 : Unable to create spaces if the Area field is not configured in the corresponding space templates.

Assets :

  • SD-101209 : Browser is loading slowly while updating asset owner via V3 API.
  • SD-101443 : Unable to update an asset state if there are more than 100 assets in that specific state.
  • SD-101134 : If you try to change the type of a product with a valid license, the insufficient license for this operation message is displayed. The issue occurs due to consideration of the disposed assets with existing assets count.
  • SD-99544 : Transaction timeout occurs while reconciling two software installed in more than 10000 workstations.
  • SD-100594 : An incorrect generic icon is displayed for some macOS devices when they are scanned by standalone audit.
  • SD-100868 : Software details are not getting fetched from devices scanned by SCCM.
  • SD-100846 : Incorrect UI message is displayed during scheduled scan if the Endpoint Central (formerly Desktop Central)server is unreachable.
  • SD-99560 : Performance issue in the relationship tab under asset details page.
  • SD-99555 : Performance issue in add new asset form.
  • SD-99040 : Loan expiry notifications are not getting triggered when the corresponding asset name contains special characters.

CMDB :

  • SD-101404 : If the add/edit form is saved by hitting Enter, the asset name is not reflected in the details page.

Purchase :

  • SD-101006 : Purchase order approval emails are sent to users whose email addresses are removed from the To field in the approval action pop-up window.
  • SD-100741 : When a purchase order is closed, the Email the Owner option under Actions menu is getting duplicated.
  • SD-100977 : Approving all approval levels of a Purchase Order does not auto-approve the Purchase Order.

Admin :

  • SD-101121 : In custom functions, user details in the context argument are returned as null when the username and login name are different.
  • SD-99927 : Unable to sort the options in multi-select/picklist additional field.
  • SD-100786 : Error occurs while updating mail server settings in some scenarios.
  • SD-100631 : Word space is missing for "Saudi Arabia" under the Country drop-down while adding or editing a site from Admin configuration or ESM directory.
  • SD-101426 : In non-ESM setups, the Import SSL Certificate admin guide link present in help card is incorrect.
  • SD-97178 : Unable to add or update disposed assets via API.
  • SD-101514 : Code samples of certain API operations are incomplete when downloaded as files from the in-app API doc tool.
  • SD-101916 : In setups integrated with Microsoft Teams, selecting an instance using the /select instance command in the Microsoft Teams app throws an error.
  • SD-101316 : Scheduled CSV user import fails when the CSV file contains Reporting to field.
  • SD-101673 : In the Import from Active Directory pop-up, the hyperlink to configure requester additional fields redirects to the incorrect webpage.
  • SD-101416 : Unable to add or edit sites from the web form or AD import in 12007 build and above.
  • SD-100788 : User information such as Jobtitle and User Additional Field data are not removed or anonymized when a user is deleted.

Login :

  • SD-94855 : Users are not able to access the application after logging out without clearing the browser cache if they had enabled the Keep me signed in option during the login.

Mobile App :

  • SD-100389 : In ServiceDesk Plus mobile app, unable to view request attachments when accessed from 'My Pending Approvals' section.

General :

  • SD-100241 : When upgrading the application to versions 11304 or above, invoking the backup after upgrade throws an error in certain scenarios.

ESM :

  • SD-101520 : Under ESM Directory > Application Settings, the help card text does not match the UI text.

13001

(Released on 09 March, 2022)

Behavior Changes :

  • SD-99270 : Post upgrade, Site V1 API will be deprecated.
  • SD-98175 : The header color in the purchase order print preview form and purchase order approval form received via email is now changed to default grey.
  • SD-100749 : SDAdmins can now delete report folders of other technicians.
  • SD-100731 : The applications running in HTTPS can now be integrated with ServiceDesk Plus only after SSL certificate validation. Click here to learn more.
  • SD-100780 : In Incoming and Outgoing Mail server settings, the OAuth client secret field input will be concealed from viewing and the field value will be encrypted on the client side while saving the configuration.
  • SD-100730 : Post migration, administrators are required to copy the Create_Jira_Ticket.js file present under [SDP_Home]/actionplugins/jira/resources/scripts to [SDP_Home]/integration/resources/scripts directory.

Framework upgrade information :

  • SDF-100336 : Handlebars upgraded to version 4.7.7

Enhancements :

  • SDF-99068 : You can now limit the number of characters displayed in fields like description, resolution, etc when generating reports for improved performance. The configuration is available under Admin/ESM Directory > Performance Settings > Reports.
  • SDF-101631 : Site V3 API will be supported going further.

    Refer API Documentation tool for more information.

Issues Fixed :

Vulnerability :

  • SD-101152 : CVE-2022-25245 : Sensitive information leakage in purchase requests.
  • SD-98982 : Improper input validation during SAML login.
  • SD-100710 : Sensitive data printed in logs.
  • SD-100730 : XSS vulnerability in request details page.

Home :

  • SD-99600 : Pending approvals from retired instance are listed under My Approvals widget.

Requests :

  • SD-99035 : An error is thrown when moving a request from one portal to another portal if the destination portal has a business rule that changes the request template with another template with tasks configured in it.
  • SD-100753 : When the SLA of a resolved request is changed, the Response DueBy Time is flagged as delayed even though the response has been sent within the SLA time already.
  • SD-100468 : The Resolution submitted by field is getting populated automatically when using a request template where the font size of the resolution field has been changed.
  • SD-100294 : Approvals are not getting displayed in non-IT instances after migrating to 12000.
  • SD-100305 : In some cases, the application webpage is not displayed unless the browser is refreshed.
  • SD-82735 : Technician associated to a role with Reopening Request permission is unable to reopen requests if Editing Closed Requests permission is disabled.
  • SD-99928 : While replying to a request via V1 API, the CC field is not displayed in UI but the reply is sent to the CC users.
  • SD-100385 : Unclear alert message displayed while merging requests.
  • SD-100000 : Line breaks are not retained in the Description and Resolution fields while importing requests from XLS files.
  • SD-100363 : Only the first 10 priority matrix values are applied in the request add/edit form.
  • SD-100321 : Auto Assign Asset does not work properly while assigning an asset via email command. The asset is assigned to the sender of an email and not to the requester mentioned in the email.
  • SD-100324 : Custom trigger notification is not sent for service requests without cost, if $ResourceSummaryWithoutCost is configured in the notification template.
  • SD-100469 : Upon approval action, requests on hold do not move back to open status if the associated request template contains mandated fields with no default value and 'Requester can set' option disabled.
  • SD-100391 : Applying All requests filter in the Requests by Requester list view throws 'Invalid Input' Error.
  • SD-100388 : In versions 12004 and above, email signature is not appended on resending a notification.
  • SD-100365 : Performing a request global edit with only the Reason to Update field returns a success message.
  • SD-100359 : The execution time of SLA Escalation Query in Requests module is high.

Problems :

  • SD-98028 : Unknown error thrown during inline edit of a category without subcategory in the problem details page. The issue also occurs on inline edit of subcategory without items.

Changes :

  • SD-100375 : An incorrect error message is recorded under the History tab of the change details page. The issue occurs if the users are not assigned to a change role which is configured in the notification in change workflow.
  • SD-100355 : Change workflow gets duplicated and change approval mail is not triggered properly if a change is created with attachments. The issue occurs if a workflow is configured to move a change directly to the approval stage on change creation.

Solutions :

  • SD-99252 : The solution list view font differs for non-login users and logged-in users.

Assets :

  • SD-100370 : Incorrect value for the Workstation/Server Detected entry is shown in the scan summary.
  • SD-100246 : License keys are not getting updated in the software details page when more than 1 license key is received through purchase order as comma-separated values.
  • SD-100025 : On moving a workstation/server from an ownership state to a non-ownership state, the values in Last Logged In User and Logged On User fields are retained.

CMDB :

  • SD-99684 : Unable to import CI relationship if the technician is not assigned with SDAdmin role.

Purchase :

  • SD-100553 : In the print preview of purchase orders, only the last approved user is shown when multiple approval levels are configured for the purchase order.

Contracts :

  • SD-99976 : Line breaks added to the Description field in contracts are getting lost.

Admin :

  • SD-100425 : Unable to import .pfx type SSL certificate.
  • SD-100296 : Edit HTML icon is missing in the approval reminder notification template under Admin > Self-Service Portal Settings.
  • SD-100306 : Scheduled AD user import fails on appending the user id with a profile picture URL in scheduled operation.
  • SD-100432 : Unable to add multiple email addresses to a support group.
  • SD-99494 : In non-English setups, the sub-tabs in the asset and CMDB details page are displayed in English.
  • SD-99844 : The size of the text Upload an icon is displayed incorrectly inside the Service Categories.
  • SD-100372 : Product list view doesn't load properly, when the list contains products associated with inactive product types.
  • SD-87422 : Unable to update a general survey or save the survey as a template if the target audience is All Users and no users groups are configured in the application.
  • SD-100444 : Active Directory User import notification displays the same icon for both successful and failed entries.
  • SD-100682 : Active Directory user import fails as attribute names were treated case sensitively.
  • SD-99809 : The UI text for When requester replies to closed requests configuration in Self-Service Portal settings was inadequate.

Reports :

  • SD-99938 : ServiceDesk Plus becomes unresponsive in the Chrome browser if the criteria field in a report has many values.
  • SD-100748 : Private reports of other technicians are not listed in the reports reorder page for SDAdmins.
  • SD-100637 : Advanced filter for custom report is not applied properly. If the start with criteria is configured with multiple values, the report is generated only for the first value mentioned in the criteria.

ESM :

  • SD-100380 : The instance logo is not displayed in ESM setups, if the users are associated with only one instance in ServiceDesk Plus.
  • SD-100535 : Unable to add Currency in ESM Directory.

General :

  • SD-100402 : Uninstalling the application does not remove all application folders.

13000

(Released on 07 February, 2022)

Behavior Changes :

  • SD-99907 : Support for NTLM SSO is discontinued. Users with NTLM SSO configured in their applications can configure SSO through SAML.
  • SD-100409 : Deprecation of TLSv1 and TLSv1.1

    Beginning with build 13000, ServiceDesk Plus no longer supports TLSv1 and TLSv1.1 protocols. The required minimum supported protocol will be TLSv1.2. For more details, Click here.

  • SD-85611 : Added support for TLSv1.3 protocol.
  • SD-100322 : Sample scripts option is removed for XML and V1 API from the REST API documentation tool.

Framework Upgrade Information :

  • SD-85611 : ZuluJRE Upgrade : Zulu OpenJRE upgraded from 1.8.222 to 1.8.292.

Enhancements :

  • SDF-100789 : Space Management

    Introducing Space Management to help you manage spaces in your organization. The newly added Space module can hold information on spaces within your Campuses, Structures, Floors, Rooms, and spaces. Click here to learn more.

  • SDF-27451 : Custom Operational Hours

    You can now configure custom operational hours specific to each day of the week along with a break session. You can also configure exclusion rules to define standard non-working days on a monthly basis.

    Click here to learn more.

  • SDF-92448 : Change Configurations and Enhancements
    • Administrators can configure settings related to editing, approval actions, or email notifications in a change request via Change Configurations. Click here to learn more.
    • Change Owner and technicians with SDChangeManager role can add/edit/delete/organize tasks in a change even after the change is closed.
    • Two new widgets : Open Changes By Type and Unapproved changes By Type are now added under Dashboard.
    • A new field Category in Changes Dashboard is added.
    • The Default status notifications settings is added under Notification Rules > Changes.
    • Added a new column Next Review Date in Custom Reports for Changes.
  • SDF-62824 : Change Trash
    • You can now trash a change and restore it later if needed. Click here to learn more.
  • SDF-84013 : Solarwinds Connector For Inventory
    • Solarwinds connector introduced to help import scanned asset data such as network devices, workstations, and servers from Solarwinds to ServiceDesk Plus. Click here to learn more.
  • SDF-80114 : Asset Replenishment
    • Track asset inventory and configure notifications when the inventory count falls below the configured threshold.
    • Notify the relevant technicians by email.
    • The SDAdmin/SDAssetManager can configure threshold for products/product types available in store.

    Click here to learn more.

  • SDF-85367 : Technician Requester Chat
    • Technicians can initiate a chat with the requester from the request details page.
  • SDF-89679 : Fail Over Service over Latest Framework

    Failover Service and Failover Service Replication can now be configured from the application UI under General Settings. Administrators can toggle FOS mode ON or OFF anytime and track the changes performed on the configurations from the History tab.

    • FOS in ServiceDesk Plus now follows a peer-peer architecture. In the event of primary server unavailability, the secondary server takes over and functions as the primary server.
    • Postgres support is provided for the database server.
    • In event of application restore, FOS will be disabled by default. The administrator is required to enable FOS and restart the application again.

    Click here to learn more.

  • SDF-70522 : Embed video in Solution
    • You can now embed video links in Solutions. To learn more, click here.
  • SDF-41696, SDF-45845 : Organize Tabs
    • Administrators can organize the tabs in the navigation menu and allow technicians to personalize the tab order. You can access Organize Tabs from Admin > General Settings > UI Customization > Organize Tabs. Click here to learn more.
  • SDF-94181 : Translation In-line Edit

    A new inline edit option to translate a phrase or text in the user interface according to your organization needs. Currently, this feature supports text modification in the application header, Home, Requests sub-tabs, Tasks and Work Logs. Click here to learn more.

  • SDF-83922 : URL Redirection for ESM Instances
    • Alias URLs can now be configured for service desk instances to allow users to access service desk instances directly. OrgAdmins and instance owners can configure the alias URL from ESM Directory or from Admin > Service Desk Configuration > Instance Settings. On accessing the URL, users will be redirected to the Home tab of the instance.

    Click here to know more.

  • SDF-98661 : Default Chat Reports
    • Reports module now includes pre-defined chat reports such as Chats initiated by requester, Chats answered by a technician, Unanswered chats, and Completed chats.
  • SDF-98620 : Zoho charts in reports
    • ServiceDesk Plus integrates with Zoho Charts, a charting library with rich features and improved UI. The integrations allows users to create new chart types while generating reports. The UI of the generated chart is fine-tuned to display detailed information on hovering over the chart.
  • SDF-88409 : Advanced Analytics under Reports Tab
    • Added Single sign-on (SSO) support to access Advanced Analytics.
    • On enabling SSO, Advanced Analytics can be accessed in an embedded view under the Reports tab.
  • SDF-100781 : Problem Attachment
    • Attachments UI in Problem module has been enhanced for improved user experience.
  • SDF-95115 : Admin Revamp

    The Admin page is revamped with an all new configurations grouping as well as an improved UI layout for ease of access. Other changes include :

    • New configuration pop-up for creating or editing user/technician additional field.
    • New UI layout for integrations page.
    • Revamped UI for Notification rules.
  • SDF-98040 : Project Admin Revamp
    • A new UI for Project admin entities is added. Click here to learn more.
    • Members tab is added to the project template. You can now add members and assign roles for a project directly from the project template details page. Click here to learn more.
  • SDF-90791 : User Group Entity over v3 api
    • User Group API is now revamped for improved user experience.
  • SDF-95493 : Region API : V3 API support for Regions.

Issues Fixed :

  • SD-94216 : Labels containing Thai characters are not displayed in charts after a report is generated.
  • SD-90075 : Unable to fetch the users without email id while adding user groups.
  • SD-68770 : Graph view is not displayed properly for the Stacked Bar Chart 2D type chart while generating the reports.
  • SD-100971 : Unable to insert images while customizing product tour slides under Setup > General Settings > Self-Service Portal Settings > Customization.
  • SD-94727 : System update notifications are not updated properly.

12008

(Released on 12 July, 2022)

Issues Fixed :

Vulnerability :

  • SD-103631 : CVE-2022-35403 : Path traversal vulnerability while processing inline images.

12007

(Released on 21 January, 2022)

Enhancements :

  • SDF-99157 : Images inserted in the description of tasks, problems, changes, projects, and solutions can now be previewed from the details page.
  • SDF-99147 : Improved login flow in embedded live chat.
  • SDF-100286 : The failed users list in AD full sync import is now attached as a CSV file in the notification.

Issues Fixed :

Vulnerability :

  • SD-100536 : Sensitive information leakage in an admin REST API URL
  • SD-100638, SD-100691 : log4j framework jar version is upgraded to 2.17.1.

Requests :

  • SD-100216 : Requests field and form rules using inbuilt setDescription script does not work if null is passed as parameter.
  • SD-100255 : In the list view of request tasks, the values displayed under Start Time and End Time column overlap the adjacent column values.
  • SD-100284 : The announcement details are displayed at the top of the request details view and list view pages while assigning a technician/group/site, or closing a request, or marking FCR after creating an announcement.

Solutions :

  • SD-99912 : Unable to attach files to solutions configured without expiry date but with review date.

Purchase :

  • SD-100289 : Contents of purchase order email notifications to the owner/vendor are misaligned.

Admin :

  • SD-99870 : The requests created via Microsoft Teams have an empty description if certain template customizations are configured.
  • SD-100264 : The instance name and description are truncated on the ESM Portal page if the display settings is set to scale at 100% or if the browser is zoomed out.
  • SD-99987 : In Self-Service Portal settings, able to configure the Acknowledge approver of the approval action performed option, even if the Allow approvers to perform approval actions by replying to the approval email option is disabled.
  • SD-100633 : Typo error in the phrase Mandate support group for initiating a new chat under Admin > Chat Settings.

General :

  • SD-100328, SD-98983 : Unable to upgrade ServiceDesk Plus if Windows Authentication is used to connect to Microsoft SQL Server.
  • SD-99843 : In Linux machines, unable to install free version of ServiceDesk Plus Standard edition via console mode.
  • SD-99911 : Error occurs while clicking AD user deletion notification in Chinese setup

12006

(Released on 29 December, 2021)

Enhancements :

  • SDF-99099 : You can now increase the number of assets fetched via global search by updating the "paramvalue" for the entry below in the GlobalConfig table.

    category = "Asset_Workstation_Global_Search"
    parameter = "searchLimit"
    paramvalue = "<any_value_up_to_1000>"

    Note : For better performance, it is recommended to set the paramvalue to the default count of 500.

  • SDF-99062 : Contract custom report now supports Description and Support columns in the column chooser.

Issues Fixed :

Changes :

  • SD-99250 : Pre-approved changes are not automatically approved in the approval stage in some scenarios.
  • SD-98955 : Unable to sort change requests based on Completed Time from the global search list view page.
  • SD-99529 : In Changes configured with a workflow, deleting an approver does not result in auto approval of the change stage.
  • SD-99139 : Unable to schedule the next review date for Changes in the Firefox browser.
  • SD-99292 : When a change proceeds to the next stage via approval without satisfying closure rules, alert notification is not thrown.

Solutions :

  • SD-99499 : Content overflows for the Topic Name field in the Add New Topic and Change Parent forms under Manage Topics in Solutions.
  • SD-99526 : Global search results in the Solutions module are not listed based on relevance.

Assets :

  • SD-99038 : While adding workstations/servers via web form, the NIC address added in Network Adapter details is not retained under the Hardware tab in the workstation or server details page.
  • SD-77914 : Unable to add relationships between Virtual Hosts and Virtual Machines via V3 API.
  • SD-99302 : Asset ownership details are removed during auto site allocation.
  • SD-98990 : Error thrown while accessing a group if the technician is assigned to more than 1000 sites.
  • SD-98074 : In assets, allowed Virtual Machines and Installed Virtual Machines are not listed in the details page of a Virtual Machine host.
  • SD-59463 : Unable to update switch details via Asset scan.

CMDB :

  • SD-98369 : Some of the CI relationship entries are missing in the list view under the Relationships tab when multiple CIs are added under different relationship types with same relationship name.
  • SD-99685 : Unable to add relationship between two CIs when the CIs have same names and are located in different sites.

Admin :

  • SD-99232 : IP address is not displayed under the Subject Alternative Name attribute after a SSL certificate is imported.
  • SD-98396 : Invalid key exception is thrown during backup if the user changes the database server and reverts to the initial database server without running the application.
  • SD-99540 : User import from the Active Directory fails if the predefined password for Local Authentication does not meet the password policy set under Security Settings.
  • SD-98409 : Improved description content for the EnableCMDB role under Admin > Users > Roles.

General :

  • SD-99260 : Unable to start ServiceDesk Plus due to hinderance in starting an internal service, when proxy settings are disabled.
  • SD-100295 : In versions 12004 and above, restore process fails due to missing i18n files in the backup.
  • SD-99618 : An error occurs when accessing Admin, Reports or Community pages if configuration files relating to Advanced Analytics integration go missing.

12005

(Released on 22 December, 2021)

Behavior Changes :

  • SD-100195 : Administrators are required to reset the default administrator and guest password reset before applying license.
  • SD-65286 : Users can import and edit signature via HTML from the Personalize tab.

Issues Fixed :

Vulnerability :

  • SD-99071 : Sensitive information leakage in ServiceDesk Plus - DC integration page, SCCM configuration page, and Domain scan page.

Requests :

  • SD-99080 : Alignment of single column additional field gets truncated in print preview of a request.
  • SD-99238 : In request details page, conversations containing HTML tables is distorted.
  • SD-99559 : Executing API call to obtain request meta data invokes redundant queries.
  • SD-99553 : Executing API call to obtain meta data of custom function invokes redundant queries.
  • SD-99256 : Customizing request list view by adding or removing columns is not working when the number of unselected columns exceeds 300.
  • SD-99225 : Request creation via email is not working when the email is sent to a group email address of an inactive site.
  • SD-99839 : In version 12000 and above, breakage in custom trigger notifications configured with Reporting To and Org Head roles as recipients.
  • SD-100245 : Groups are not populated in the Group drop-down for some sites.

Tasks :

  • SD-99053 : In task list view and task details page, the placeholder texts Days, Hrs, and Mins are not getting translated when the application language is set to browser default language in non-English environments.

Project :

  • SD-99655 : Query to fetch the user details is executed every time a user without default project role accesses the application.

Admin :

  • SD-99145 : Unable to edit business rules and custom triggers in Non-English setups.
  • SD-96832 : Unable to insert links to the custom trigger notification template.
  • SD-99210 : The Assign option in the task template does not work properly in Non-English setup.
  • SD-99108 : Error thrown while viewing task dependencies in incident/project templates. The issue occurs only when a task template associated with the incident/project template is deleted.
  • SD-99479 : When multiple support groups with the same name are present across various sites, the group name is not displayed in task templates if one of the support groups is inactive.
  • SD-99234 : Unable to set default values for the site, group, and technicians fields via field customization popup in incident templates during the first attempt.

General :

  • SD-99720 : Theme color is not applied to the footer in the Raise a Request catalog.
  • SD-99291 : Non-compatibility message in Internet Explorer is not prominent enough.
  • SD-90704 : An error is thrown when the size of deluge script source code exceeds 8000 bytes in setups that use Microsoft SQL Server.

12004

(Released on 14 December, 2021)

Behavior Changes :

  • SD-98969 : The To, CC and Email IDs to notify values populated in the request details page from the instance Mail Server Settings are now removed when the request is moved across instances.
  • SD-100022 : Support for executing scripts or class via NotificationActionPlugins.xml while sending push notifications is deprecated further.
  • SD-97512 : Upgrading to ServiceDesk Plus 12004 or above now includes additional configurations. Click here to learn more.

Framework Upgrade Information :

  • SD-94350 : Tomcat upgraded to version 9.0.54
  • SD-88445 : Bootstrap upgraded to version 3.4.1
  • SD-90233 : Jquery UI upgraded to version 1.12.1
  • SD-96987 : Jquery validation upgraded to version 1.19.3

Enhancements :

  • SDF-85182 : Matrix Report now supports the percentage in summary type.
  • SDF-99594 : Technicians can now place outgoing calls to requesters phone or mobile from the right pane in request details page.
  • SDF-39779 : Date field is now listed under Date Filter in Summary Reports.
  • SDF-99063 : You can now access ServiceDesk Plus from any domain by setting Access-Control-Allow-Origin to Trusted in Security Settings.

Issues Fixed :

Vulnerability :

  • SD-96556 : User enumeration vulnerability in login page.

Home

  • SD-98611 : My Approvals widget is missing in Home tab for users after migrating to 12000 build.
  • SD-99110 : Unable to search incident and service templates from the home page after searching the templates in the Report a Service and Report an Issue pages. The issue occurs only in the requester login.

Requests :

  • SD-98618 : Request auto approval does not work if the approvals are added via custom trigger.
  • SD-98701 : Unable to create a request using default template if a service category associated with the default template is deleted.
  • SD-98776 : Unable to archive requests if the approvals are configured using older data model and if the approvals are present in Changes.
  • SD-97062 : The customized text in a request resolution is not retained when the request template is changed.
  • SD-99049 : Search autocomplete is deprecated in the request list view filter drop-down.
  • SD-98951 : Error thrown while searching for a user in the Editor field from requester login.
  • SD-98985 : Error thrown on executing script from custom triggers, custom menus, and custom schedules in some cases.
  • SD-99142 : Split request operation fails if the default template does not have a Group or Technician field.
  • SD-98664 : Requester field search is not working in the new/edit request form, if the search fields are configured via Global Config table.
  • SD-93435 : During request bulk edit, the mandatory field alert is thrown while closing a request even after all fields are filled in.
  • SD-98810 : The notification message is not aligned properly while resending notifications from request conversations.
  • SD-98779 : Incorrect error message is displayed while creating a request if the requester does not exist in the service desk instance.
  • SD-98814 : While associating assets to a request, the All Sites filter is displayed instead of Not associated to any site filter if the asset count is high.
  • SD-98552 : When request templates contain mandatory fields that are hidden from requesters, the requests do not move to On Hold status automatically when approval is pending despite the necessary configuration in the self-service portal settings.
  • SD-98687 : When an org role is removed from an approval stage in request templates, other org roles associated with the same stage are also getting removed erroneously.
  • SD-98307 : White space appears in the request template while adding or editing a request if all the fields in a section are hidden via Field And Form Rules.
  • SD-98492 : When selecting approvers in request form, user approvers are appended with org role values in certain scenarios.
  • SD-98302 : An error is thrown when Is Shared and Update Reason columns are chosen using the column chooser in request classic view.
  • SD-98686 : Request kanban view does not load when the list is sorted based on multi select fields.
  • SD-97933 : If the technician selected in new/edit request form is not associated to any site, the Site drop-down displays all sites configured in the application.
  • SD-98775 : Incorrect SLAs are applied to request when an SLA has multiple query IDs.
  • SD-98388 : Unable to update the Status field or use Request Life Cycle (RLC) transitions when a Field and Form Rule with add/remove status actions is configured for an RLC-associated template.
  • SD-95698 : The default Group value configured in the request template is not getting updated based on the requester's Site value.
  • SD-98106 : The template default values for Group and Technician fields are not getting populated if the template was updated via a business rule.
  • SD-98690 : Unable to search for assets in add/edit request forms when the Show only associated assets option is enabled in the Self-Service Portal Settings and the asset count exceeds 100.
  • SD-98716 : Request Custom Triggers configured for reply received event do not work even if the criteria is satisfied. The issue occurs when the logged-in user cannot access the field configured in criteria.
  • SD-92787 : Performance issues in field and form rules for requests.
  • SD-97635 : Breakage in field and form rule configured on form load to remove fields based on the selected site.
  • SD-98954 : Unable to close the keyboard shortcuts pop-up using the Esc key.
  • SD-97489 : Unable to add or edit the following fields via email commands:
    • Subject
    • Description
    • DueBy Date
    • First Response DueBy Date
    • Callback URL

Changes :

  • SD-88116 : In requester login, an error is thrown when a change associated with a request is accessed from the request details page.

Projects :

  • SD-79541 : The text size of the content under Projects Gantt View is smaller.
  • SD-98497 : Additional field goes missing in the Projects List View page if the list view is not personalized before adding the additional fields.

Assets :

  • SD-99580: The error messages and troubleshoot messages displayed with respect to Endpoint Central (formerly Desktop Central) functionalities are improved.
  • SD-98499 : Data is not populated for the Warranty Expiry Date field in Workstation and Server while pushing data from remote server to central server.
  • SD-99247 : DC agent based scan takes longer than usual when the scanned device matches a scan disabled asset.
  • SD-97970 : Endpoint Central (formerly Desktop Central) Agent version is missing in Asset details page.

Purchase :

  • SD-98615 : In purchase request details page, the scroll bar in the Requested Items section is hidden if the item description is too long.

Contracts :

  • SD-98494 : The horizontal scroll functionality is missing in the contracts list view despite adding multiple additional fields to the list view via the column chooser.

Admin :

  • SD-98702 : The HTML content in emails appear as plain texts if the emails are fetched via Exchange Web Services (EWS).
  • SD-99070 : Request push notification statuses (excluding approval notifications) are not updated in the notification panel if the request is viewed from the details page.
  • SD-99582 : Resource sections height is not adjusted when Show/Hide Field action is applied via Field And Form Rules.
  • SD-98363 : Personalization does not work properly for time related fields if a timezone is selected.
  • SD-98973, SD-98800, SD-98765 : Unable to customize notification templates under Admin > Helpdesk Customizer > Notification Rules in Standard Editions of ServiceDesk Plus.
  • SD-98712 : In business rules, the tool tip for enable/disable toggle button displays incorrect text in certain scenarios.
  • SD-98860 : In versions 11304 and above, scheduled backups are not automatically deleted even after the duration to retain the backups is completed.
  • SD-99567 : Image preview in product tour is not clear.
  • SD-50977 : Unable to select an e-mail address with apostrophe in the Email IDs to notify field while creating a request.

Reports :

  • SD-71944 : Some separator lines are not visible in a tabular report when exported as PDF file.

Mobile App :

  • SD-99910 : The Apple push notification certificate is updated.

General :

  • SD-98873 : Unable to log in to ServiceDesk Plus via Internet Explorer.
  • SD-98763 : An email ID with a valid OAuth login credential of another user gets saved when OAuth is configured for Zoho Analytics Integration.
  • SD-49521 : Recently accessed requests are not getting removed from Recent Items even after deletion.
  • SD-99607 : Telephony Integration : The Add as Requester option in the call pop-up is not working for technicians without SDAdmin role.
  • SD-99119 : Unable to start ServiceDesk Plus after silent installation in Linux environments.
  • SD-99556 : Performance issue in retrieving theme settings from database.
  • SD-98935 : Unable to start the application in some cases when the pg_hba.conf file is customized.
  • SD-98908 : MSSQL backup is interfered during application data backup.
  • SD-99231 : In MSSQL setups, the application backup process fails for users with lesser database privileges.
  • SD-99265 : Application backup fails when the database name contains '-'.

12003

(Released on 03 December, 2021)

Issue Fixed

Vulnerability :

  • SD-99853 : CVE-2021-44526 : Authentication bypass vulnerability in certain admin configurations.
  • SD-99811 : Remote control history and summary can be added without proper authentication.

12002

(Released on 27 November, 2021)

Issue Fixed

Vulnerability :

  • SD-99665 : Unauthenticated file uploaded (only .tmp files) to windows temp directory

12001

(Released on 16 November, 2021)

Behavior Changes :

  • SD-97251 : The default value of Backup Scheduling is now set to 7 days.
  • SD-97367 :
    • The size of TableDataCount.html and FailedQuery.html files is now restricted to 5mb inside the log folder.
    • If the file size exceeds 5mb, old content will be replaced with new content in the file.
  • SD- 98119 : The following changes are applicable for the configurations under Admin > Discovery > Scan Settings > General
    • All actions configured will now be recorded in the system log.
    • Modified the "Delete/Dispose workstations and servers that have not been scanned in the last <number> days" text to "Delete/Dispose assets that have not been scanned in the last <number> days"
    • When selecting the Delete/Dispose assets that have not been scanned in the last <number> days option, the schedule to delete/dispose of the assets will now run only after 24 hours. An appropriate alert message is also added for this new behavior.

Framework Upgradation :

  • SD-98415 : Postgres upgraded from version 10.16 to version 10.17

Enhancements :

  • SDF-66374 : You can now import AD attributes of Integer type.
  • SDF-97404 : Impact, Urgency, and Priority Matrix are now available in Standard license under Admin > Helpdesk Customizer.
  • SDF-98081 : New query reports are added under the Reports by site, support group and technician folder in Custom Reports.
  • SDF-98218 : A new query report is added under the Login Reports folder. This report shows the technicians details, their last login time, and their login names available under each support group.
  • SDF-33758 : Introduced an option to modify the product type of assets.
  • SDF-70376 : You can now edit the price fields of items when creating purchase orders from purchase requests.

Issues Fixed :

Vulnerability

  • SD-98475 : Domain user enumeration vulnerability in login page reported Oscar Ridderheim.
  • SD-98506 : Cross site scripting vulnerability in Secondary Email ID(s) field under Add/Edit Users form reported by Kailash Bohara.

Requests :

  • SD-96824 : Site description character limit is increased to 2500.
  • SD-98008 : Custom triggers are executed twice when approved or rejected is set as execution action and While a request is waiting for approval, stop the timer and set request status to onhold is enabled in the Self-Service Portal.
  • SD-98177 : Canceled is not listed in the Status drop-down while bulk-editing requests.
  • SD-97496 : Unable to assign technicians in Preventive Maintenance Task templates configured for site with 'Refer to' settings.
  • SD-97509 : In certain scenarios, first response time is not updated after the technician responds to the request.
  • SD-97591 : When creating a request for on behalf of user, the corresponding assets are not auto-populated in the asset field.
  • SD-96045 : Leading space goes missing while selecting and deleting a word in the description field. The issue occurs in Chrome and Edge browsers.
  • SD-97457 : Requesters are able to view all the assets from the Asset field while creating a request, even if the Show only associated assets is enabled in Self-Service Portal Settings.
  • SD-98359 : Unable to process request/conversation attachment via mail if the attachment file name exceeds 255 characters.
  • SD-97351 : The support groups are listed under the technicians details/edit page even after changing the site settings to refer.
  • SD-97840 : Unwanted space is appended besides HTML tags when string characters are enclosed within special characters in Notes.
  • SD-98194 : Browser page freezes when a pick list value is edited in a request and the pick list contains large number of options.
  • SD-98176 : If the same user is configured as technician and requester for a request and another user replies to the request via email, the request is not indicated in bold font.
  • SD-98010 : In the self-service portal, the user details pop-up for the on behalf of user is getting incorrectly populated with the logged-in requester details.
  • SD-97869 : Updating inline images or any content at the end of the Description field is not getting captured in request history when the description filed content contains more than 64000 characters.
  • SD-97020 : Field and form rules configured over the On Field Change events for the Priority field are getting applied when the priority matrix is also configured.
  • SD-98387 : Unable to share requests with requesters or technicians when the requests are accessed via the kanban view.
  • SD-98063 : Options for UDF fields are getting listed in alphabetical order in the request spot edit and mandatory field pop-ups.
  • SD-98073 : Requests are not getting closed when updating Status along with other fields mandated by closure rules via the EditRequest email command.
  • SD-98878 : Request custom trigger is not executed if the criteria is set to approved/rejected and the approver does not have view permission for the request.

Changes :

  • SD-98410 : Error thrown on adding a user as CAB member from a site where the logged-in user is not associated with.
  • SD-98689 : When configuring a change approval level, the Auto-approval rule (%) field is getting populated with all values irrespective of whether a workflow is configured or not.
  • SD-96865 : The default description for the Significant change type has been updated to "Changes with high impact, usually approved by CAB members".
  • SD-97135 : To address of an incoming email is appended as To address of a reply email while replying to an email in Changes.
  • SD-98227 : Unable to access the change non-login approval link in certain scenarios.

Solutions :

  • SD-95439 : In request resolutions copied from solutions, non-english file names of attachments is garbled.
  • SD-96871 : Unable to add solutions in ServiceDesk Plus instances after migrating to 11200.

Assets :

  • SD-99295 : Inline search issue of CI attributes in the Assets and CMDB List View pages.
  • SD-98563 : The Label and Description fields in Asset-Additional Fields and Workstation-Additional Fields are encrypted if the field value contains special characters. The issue occurs if the Save button is clicked for the second time after adding a new additional field.
  • SD-98215 : Unable to search mobile devices using IMEI and SerialNumber in Global Search for Assets.
  • SD-95073 : Asset Owner is not retained on modifying the CI type of an asset.
  • SD-58416 : Translation issue in Firewall details page.
  • SD-97070 : Unable to view the CI details from the Asset/Workstation relationship tab in the Professional edition. This issue occurs if the CMDB module is not enabled.
  • SD-80737 : An irrelevant alert message is thrown while searching a workstation under Asset.
  • SD-73396: During scan, the Red hat machines are not added as Linux workstation/Linux server CI types. This issue occurs if the operating system name does not contain the keyword Linux.
  • SD-98114 : Unable to update asset fields via Update CI API operation.
  • SD-96462 : Web RDP sessions are not shown in the asset history.
  • SD-98364 : Introduced All States option under the All Assets drop down in the Assets list view page to filter the assets from all states.
  • SD-95554 : Added proper alert message to convey that custom software CI types cannot be deleted when they are already in use.

CMDB :

  • SD-97987 : The software list view in CMDB displays csv import option, which is misleading.
  • SD-98628 : Asset and CMDB Asset list views are loading slow.

Purchase :

  • SD-82805 : When a PR is associated with a PO after its creation, the PO items are excluded and only the PR items are marked as received.
  • SD-96608 : Unable to create Purchase Order from Purchase Request when an software other than Managed type is selected as the PO item.
  • SD-97481 : The purchase order ID is displayed instead of purchase order number in the asset details page.

Admin :

  • SD-97228 : In business rules, the criteria does not list departments when the selected site is configured with 'Refer to' settings.
  • SD-98118 : Inactive support groups and support groups with refer site configuration are listed along with active groups in technician details and edit request pages.
  • SD-97766 : Unable to add PM tasks when a deleted service additional field is not removed from the corresponding table.
  • SD-97446 : Unable to bulk-delete credentials from the Credential Library as the default Cisco Phone Credential is also selected.
  • SD-97950 : If a rule group contains a business rule with inactive notification action, the business rules after the inactive rule are not executed.
  • SD-69068 : Users are able to add duplicate values in asset additional fields of pick list type.
  • SD-97665, SD-97223 : Multi-factor authentication fails when password reset is enforced for users during the first login.
  • SD-97934 : Unable to create a request via preventive maintenance task if the additional fields configured in the preventive maintenance task are removed.
  • SD-92684 : Irrelevant information is displayed in the Reset Password window while resetting the user/technician's password.
  • SD-68650 : Web remote help card content is not translated in non-English setups.
  • SD-70393 : Unable to disassociate a user from the Owned by field in the Support group edit page.
  • SD-98695 : Database maintenance activity gets executed a day prior to the scheduled day.
  • SD-97977 : Failure in reindexing healthmeter displays an error.

Reports :

  • SD-97338 : Unable to generate custom reports if the displayed column name exceeds respective column limit in the database.
  • SD-98707 : While exporting custom reports as CSV or PDF files, the fields containing non-English language values are broken.
  • SD-39539 : Everyday/Every Month check box is selected automatically on selecting a day/month in Weekly/Monthly reports under Reports > New Schedule Report.

Mobile App :

  • SD-96965 : The request details are not displayed for an approver in the mobile application. The issue occurs if the user does not have permission to view the request.

12000

(Released on 25 October, 2021)

Behavior Changes :

  • SD-93672 : The option to add/delete attachments is removed from the Add/Edit purchase orders, contracts, and license agreement pages.
  • SD-98812 : The API operations ADD, UPDATE, and DELETE for admin entities in ServiceDesk Plus can no longer be used in any custom functions.
  • SD-98830 : AD user import success/failure details will now be notified to SDAdmins (in non-ESM setups) or SDOrgAdmins (in ESM setups) via bell notifications instead of showing progress on a separate page.
  • SD-98578 : For ESM setups, the telephony configuration will now be available only under the IT instance.
  • SD-98526 : Actions button is removed from Relationship and History tabs in CI details page for non-asset CI types.
  • SD-98900 : In Purchase Orders configured without any approvals, technicians can order, receive items, and add invoice/payments.
  • SD-99413 : Administrators are required to reconfigure JIRA integration configurations and replace jiraimpl.jar, Create_Jira_Ticket.html and Create_Jira_Ticket.js files post migration to 12000 and above. Click here to know more.

Enhancements :

  • SDF- 27495 : Release Management in ServiceDesk Plus

    ServiceDesk Plus now supports Release Management in the IT help desk. Release management allows you to plan, build, test, and deploy releases to the production environment. A release can be defined as the process of delivering a set of authorized changes to IT services in a controlled environment. You can use release management to deploy hardware, software, documentation, processes, guidelines, policies, and other components to service operations. Throughout its life cycle, the release process is closely associated with the change management process.

    ServiceDesk Plus supports the following 9 stages that are essential to any release process :

    • Submission
    • Planning
    • Development
    • Testing
    • UAT
    • Deployment
    • Training
    • Review
    • Closure

    Each stage in the release management contains statuses that indicate the progress of a release within the stage. Besides statuses, each stage has its planned schedule, roles, approvals, tasks and in some cases, downtimes.

    You can create a release request easily by using pre-configured templates, associate workflows with release requests to define the direction of the flow of the release process. Using workflows, you can include statuses in each stage, set up approvals, allocate stage-wise permissions to users, and configure notifications.To learn more about release management, Click here.

  • SDF-98842 : Zia Bot

    Zia, Zoho's AI assistant for business, is available as a virtual conversational support agent, Zia Bot. You can now ask Zia to perform 20 different help desk operations including raising requests, assigning technicians to requests, viewing solutions/announcements.

    To learn more, Click here.

  • SDF-66420 : Group Roles and Organizational Roles API

    Create Group Roles (support-group based roles) and associate them to support groups & technicians to use them in support group notifications, SLA escalation notifications, request life cycles, custom triggers, backup technician assignments, dashboards(share dashboards), and approvals. To learn more, Click here.

  • SDF-95715 : Webhooks

    Administrators can define a webhook that enables the user to call an external URL or API to facilitate communication between ServiceDesk Plus and any third-party applications.

    The webhook is configured for the request module. To learn more, Click here.

  • SDF-97299 : Callback Custom Function

    Create callback custom functions using Deluge scripting that allows you to manipulate data in ServiceDesk Plus whenever an event occurs in external applications. To learn more, Click here.

  • SDF-98830 & SDF-73345 : Active Directory Import Enhancements
    • Delta Sync in AD User Import : Administrators can now update changes in the user details from Active Directory into ServiceDesk Plus via Delta Sync. Delta sync minimalizes data payload transferred during an import. It is scheduled along with Full Scan and imports the changes in data every 30 minutes to keep your user repository up-to-date. You can track the last import time and the next schedule time of the AD Import from Users > Active Directory from ESM Directory or Admin tab. To learn more, Click here.
    • Support for LDAP SSL in AD User Import : LDAP security protocol can be enabled while importing users from AD. If LDAP SSL is enabled, the ServiceDesk Plus will connect with AD through port 636. To learn more, Click here.
    • Schedule Deleted Users Import : Administrators can schedule the syncing of deleted users independently from the user import schedule. The last import time and the next schedule time of the deleted users sync can be tracked from the Active Directory configurations page.
    • Schedule LDAP Import : Administrators can now configure AD and LDAP schedules separately. LDAP imports can be scheduled from Users > LDAP under ESM Directory or Admin tab. To learn more, Click here.
  • SDF-89635 : Exporting data to a new Instance :

    In ESM-enabled setups, you can now export your help desk data in request and admin modules from an existing instance to a new instance using instance-specific backup and restore methods.

    • For instance-level backup : instanceBackUpData.bat (Windows) or instanceBackUpData.sh (Linux)
    • For instance-level restore : instanceRestoreData.bat (Windows) or instanceRestoreData.sh (Linux)

    To learn more, Click here.

  • SDF-95210 : Attachment settings in Admin / ESM Directory

    Configure which file attachments you want to allow and which ones you want to restrict in the application. For non-ESM setups, you can find the settings under Admin > Attachment Settings. For ESM setups, you can find it under ESM Directory > Attachment Settings > File attachment filtering.

  • SDF-48165 & SDF-82208 : Flexible Column Layout
    • You can now configure upto 4 columns in Incident, Service and Release templates.
    • Also, you can configure flexible column and add upto 12 fields in a single row with various customizable options.
  • SDF-98828 : Assisting users on self-service portal
    • Create customized product tours for your users to familiarize themselves with the Self-Service Portal.
    • Create tours in multiple languages and automatically serve requesters with an appropriate tour based on their language personalization.

    To learn more, Click here.

  • SDF-91700 : Advanced Matrix Report Enhancement
    • Users can now add up to 5 columns while grouping data in Advanced Matrix Reports.
    • Users can select the Request field in the Columns drop-down under the Column Grouping section for all modules that support matrix reports.
    • The Date Format drop-down will be displayed only if a date field is selected as the column.
    • Users can also add up to 5 rows to group the data in the Group by section.

    To learn more, Click here.

  • SDF-96351 : Introducing PII/ePHI for User Additional Fields

    Administrators can now mark out the user additional fields that contain Personally Identifiable Information (PII) or Electronic protected health information (ePHI) to identify the sensitive information collected and stored in ServiceDesk Plus. The personal data of users (both technicians and end users) in PII/ePHI marked fields are handled in accordance with privacy regulations such as the GDPR.

    To learn more, Click here.

  • SDF-89079 : Asset and Purchase Admin revamp
    • Revamped UI for admin entities: Purchase Default Value, Cost Center, GL Code, Currency, Vendor Services, Contract Type, Product Type, Product, Vendor, and Asset State.
    • You can now delete default contract types.
    • Support for maintaining deleted contract types as inactive when they are already associated with contracts.
    • Support for V3 API for admin entities under asset, purchase, and contract management.
  • SDF-82456 & SDF-25173: Notification Sound

    You can now configure notification sounds for Chats, Broadcast messages, Announcements, and Technician Notifications. Click here to know more.

  • SDF-93672 : Attachment API Revamp
    • You can now upload up to 10 files in a single action as attachments across the application.
    • Upload the files using a simple drag-and-drop method.
    • Preview is available for attachments of certain file types.
  • SDF-95210 : Attachment Settings in Admin

    Users can now configure the black/white list attachments from UI.

    Double extension filtration issue occurs in the attachment section.

  • SDF-98900 : V3 API support available for Purchase Order.
  • SDF-93241 : V3 API support for Assets.
  • SDF-98706 : Added support for fetching original client IP addresses using network load balancers. The original client IP addresses are fetched using the X-Forwarded-For HTTP header configuration on your load balancer. Use the following syntax to configure the header : X-Forwarded-For : <client_ip_address>, <proxy1_ip_address>, <proxy2_ip_address>

Issues Fixed :

  • SD-98725 : Fail over service (FOS) is not getting started after upgrading to build 11307.
  • SD-97300 : The external widget title in the technician home page does not support non-English characters.
  • SD-97298 : Unable to input more than 100 characters as parameter values in Custom Functions.
  • SD-94113 : Reporting To field is not imported if the UserPrincipalName attribute is null in Active Directory.
  • SD-93827 : User import from AD fails if the AD server is not pingable.
  • SD-91688 : While previewing file attachments in the resolution of a request, the preview window displays corrupted data.

Requests :

  • SD-98075 : Attachments are displayed along with HTML tags before submitting a request resolution.

Purchase :

  • SD-98600 : In versions 11306 and above, the approval link in Purchase Order approval notification is broken for some users.

Mobile App :

  • SD-91345 : The UI screen on the mobile app is rendered differently on the request approval details page.

11314

(Released on 12 July, 2022)

Issue Fixed

Vulnerability :

11313

(Released on 12 July, 2022)

Issue Fixed

Admin :

General :

11312

(Released on 31 January, 2022)

Issue Fixed

Vulnerability :

11311

(Released on 03 December, 2021)

Issue Fixed

Vulnerability :

  • SD-99853 : CVE-2021-44526 : Authentication bypass vulnerability in certain admin configurations.
  • SD-99811 : Remote control history and summary can be added without proper authentication.

11310

(Released on 27 November, 2021)

Issue Fixed

Vulnerability :

  • SD-99665 : Unauthenticated file uploaded (only .tmp files) to windows temp directory

11309

(Released on 15 October, 2021)

Issues Fixed :

Assets : Agent :

  • SD-98715 : When DC server is configured in https mode, the DC Agent based scan takes longer than usual.
  • SD-98857 : Scan fails when the device reachable via DC server cannot be pinged from ServiceDesk Plus server.

General :

  • SD-98549 : Upgrade failure due to duplicate entries in customreport_details table.

11308

(Released on 01 October, 2021)

Issues Fixed :

Requests :

  • SD-97594 : Columns get truncated and the horizontal scroll bar goes missing in the request advanced search list view page.

    Changes :

  • SD-96840 : Auto approval is not working when an approval is deleted from an approval level that has been configured with "Everyone to approve" rule.
  • SD-97226 : Custom trigger is not executed if the status is set via workflow.

Projects :

  • SD-97183 : The order of Work Logs/Project additional fields is not retained in the Work Log/Project add/edit form.

Tasks :

  • SD-97477 : Unable to add/edit/close tasks in non-English setup after entering a value for Estimated Effort field.

Solutions :

  • SD-97387 : Inline images appear broken and are not stored in inlineimage/Solution folder when a solution is created from request resolution.

Admin :

  • SD-97960 : Null pointer exception thrown while editing business rules if the support group configured as the criteria is deleted.
  • SD-97801 : Error thrown while navigating to the workflow tab of an incident template if the tasks under the workflow tab are sorted using template ID.
  • SD-97963 : Unable to associate task templates with a request template if the support group associated with the request template is different from the support group associated with a technician.
  • SD-97194 : Multi-line description is not supported for Impact, Roll Out Plan, Backout Plan, Check List, Review, and Close in field update node of change workflow.
  • SD-97806, SD-98619 : Mail fetching stops when to/cc fields contain duplicate mail addresses with different letter casing.

ESM :

  • SD-97834 : Unable to assign users to organization roles from ESM Directory.

General :

  • SD-98694 : Unable to login to application due to cache problem.

11307

(Released on 24 September, 2021)

Behavior changes :

  • SD-96393 : Support for NTLM SSO is deprecated further. Going forward, users with NTLM SSO configured in their applications are advised to configure SAML SSO.

Enhancements :

  • SDF-97937 : A new rule is introduced in the password policy to restrict the use of username/part of username as password.

Issues Fixed :

Requests :

  • SD-95985 : $Description parameter in custom reply template replaces the conversation thread with the request description while forwarding the technician conversation.
  • SD-94401 : Info message about requester login in request life cycle is not displayed if the timer stopped status is configured as start node of request life cycle.
  • SD-97493 : Requester conversation is not fully displayed in the request details page if the content size exceeds 64kb.
  • SD-97737 : Forwarding requests with attachments fails in non-IT help desk instances.
  • SD-71459 : The troubleshoot link in WebRDP failure messages appears broken.
  • SD-97255 : Unable to preview images added as attachments before printing them.
  • SD-97078 : Technician Auto Assign does not work if the Assign technician only after Service Request approval option is configured in a service template.
  • SD-97944 :
    • Alert message is now displayed on attaching or deleting an attachment in Requests, Assets, and CMDB modules.
    • Alert message now displays the name of all the files that are not attached due to the exceeding file size.
  • SD-98149 : Unable to view attachments in conversations appended from live chat.

Solutions :

  • SD-97751 : On editing a solution, 'greater than' and 'less than' symbols in the description are not rendered properly.
  • SD-72856 : In solution details page, type, status, and view type values are displayed in English even after changing the application language to non-english.

Assets :

  • SD-97100 : Unable to close/disable a header message related to Endpoint Central (formerly Desktop Central) in the Professional and Enterprise editions.
  • SD-97297 :
    • The Agent Configuration page is grayed out even if the Endpoint Central (formerly Desktop Central) is configured.
    • Network Scan, Windows Domain Scan, and group scan show no progress.
  • SD-96542 : Typo error in the scan status message displayed to the users.
  • SD-97389 : In some cases, the error code is displayed instead of an error message when the remote control session to an asset fails.
  • SD-71677 : The additional field does not display the default option on edit page for Software License and License Agreement.
  • SD-97866 : Error in translating the texts under Switch and Router in the Assets module.
  • SD-95262 : The software version of the operating system is not fetched while scanning Windows machines.
  • SD-58417 : Error in translating the texts under the Router in the Assets module.
  • SD-94544 : The value of the Description field in assets exceeding 250 characters is getting truncated.

CMDB :

  • SD-97579 : Upon failure of CI import, the error logs are downloaded in .csv format
  • SD-97071 : History details are not displayed in the print preview of a CI in the Assets and CMDB tabs.

Purchase :

  • SD-83801 : The tax rate is not reflected in purchase orders on selecting a product/service/vendor if the purchase order is created from a purchase request.
  • SD-71484 : Unable to perform actions on purchase orders if purchase requests associated with the purchase orders are closed/canceled.

Contracts :

  • SD-96762 : In asset details page, unable to differentiate between two contracts with the same name.

Admin :

  • SD-72919 : Survey languages are not listed in the survey configuration while entering the languages in the message column.
  • SD-98424 :
    • Unable to create preventive maintenance tasks with technicians in the requester field. The issue occurs if the Show technicians in requester list while creating a new request option is disabled in Self-Service Portal Settings.
    • Unable to create preventive maintenance task with priority value when Allow requesters and technicians to override the Priority Matrix is disabled.
  • SD-95143 : The user multi-line additional field limit is increased to 3500 characters.
  • SD-47614, SD-47615 : Mistranslated text in Software Compliance graph in Italian personalization.
  • SD-97294, SD-97342 : The deleted user list from AD is not listed in the popup window on clicking the bell notification received from AD scheduled import.
  • SD-97951 : Preventive maintenance tasks are not executed properly in some scenarios.
  • SD-97337 : Preventive maintenance task template is not displayed properly if the template has a picklist additional field with more than 500 values.
  • SD-97158 : Info message for using the "For the first time" option is missing in the custom trigger and business rule pages.
  • SD-96851 : Irrelevant text is displayed while hovering on "Add notes to linked Requests" checkbox in the request notes page.
  • SD-94730 : In some scenarios, the instance specific navigation menu is displayed while accessing Users and LDAP pages under ESM directory.
  • SD-97580 : Duplicate values are created in the selectable type additional fields. This issue occurs if the additional fields are added/updated inside the incident/service templates.
  • SD-97453 : Add new reply template option is displayed inside the request reply window even if the "Allow technicians to create reply template" option is disabled in Self-Service Portal Settings.
  • SD-21284 : On updating the location of a backup schedule, the time gets updated to the current time.
  • SD-97253 : Unable to edit notification rules for custom portals in SDAdmin login, if the license of the default helpdesk portal is expired.
  • SD-91295 : User Additional fields of field type Date/Time are rendered as null or empty if the date is set before 1970.
  • SD-97421 : White space is displayed in business rule groups after a rule is deleted.
  • SD-96972 : Font changes done to headers in template customization do not reflect in the request templates

General :

  • SD-98498 : Unable to access ServiceDesk Plus in the Chrome v.94 and Edge v.94
  • SD-96468 : Password encryption does not work properly in applications configured with Single-Sign On.
  • SD-98443 : Unable to login to the application immediately after logging out.

11306

(Released on 11 September, 2021)

Issues Fixed :

Vulnerability :

  • SD-98283 : CVE-2021-44077 : Authentication bypass vulnerability in certain application URLs

11305

(Released on 08 September, 2021)

Issues Fixed :

Requests :

  • SD-98196 : When a user with profile picture creates a request or replies to a request via email, the email is not fetched into ServiceDesk Plus.

Admin :

  • SD-94291 :
    • Notifications are sent for requests created from bounced email addresses.
    • Mail fetching is not stopped when an unknown error is thrown while creating requests via email.

11304

(Released on 03 September, 2021)

Behavior Changes :

  • SD-97133 : The Accept header value is changed to "application/vnd.manageengine.sdp.v3+json" for rest API calls
  • SD-71960 : The contract ID is now prefixed to the contract name.
  • SD-95739 : The configuration page for Telephony integration will be moved to ESM Directory after the ESM Portal is created.
  • SD-95932 : When configuring a script under custom actions, you must now upload the command as a text file in the given text box. Place the text file under [SDP_Home]/integration/custom_scripts/executor_files. The application will fetch the command from the given text file during execution.
  • SD-95751 :
    • The Logical Processor column can now be chosen only for the virtual host list view.
    • The Operating System column is no longer supported in the list view page of any asset.
    • The Comment column is no longer supported in the list view page of any asset.
  • SD-90790 : Backup, Restore, and Migration Changes

    The following changes are applicable for build 11304 or newer.

    • Both scheduled backup and manual backup will now use the native backup and restore mechanisms of the respective databases (PostgreSQL or Microsoft SQL) as applicable.
    • The backups will now be stored in EZIP files instead of DATA files.
    • In the case of Microsoft SQL, the backup data will be saved in the SQL Server itself and the corresponding file attachments will be saved in the configured backup location.
    • The backup files will no longer have cross compatibility between PostgreSQL and Microsoft SQL Server databases.
    • In Postgres setups, the scheduled backups are not cross-compatible between 32 bit and 64 bit architectures. However, dump backups that are taken using standalone tool are cross-compatible between 32 bit and 64 bit architecture.
    • Old backup and restore mechanism is supported for migration between PostgreSQL and Microsoft SQL Server and vice-versa via manual process using the following commands:
      • For backup: backupdataOld.bat (Windows) or backupdataOld.sh (Linux)
      • For restore: restoreData.bat --dbmigration (Windows) or restoreData.sh --dbmigration (Linux)

      To learn more, refer to backup, restore, and migration guides.

Enhancements :

  • SDF-95473 : Added support to search disposed assets in global search.
  • SDF-95865 : Delete option is now available in the asset list view pop up under dashboard and summary page.)
  • SDF-94779 : When logging in as a technician associated to a site that refers to a custom site and permissions to access all in associated site, the request form lists users who do not belong to the site.)
  • SDF-96353 : Added support for Reason for Change variable in change notifications.
  • SDF-97494 : Enable/disable and show/hide options are now supported for the site field in Field And Form Rules.
  • SDF-51221 : Users can now select Contract ID and Contract Type columns to be displayed while generating contract custom reports.
  • SDF-97733 : Approval comments for the Approve action in Purchase Orders can now be made optional by updating "paramvalue" for the entry below in the GlobalConfig table.

    category = "ApprovalAction"
    parameter = "MandatePurchaseApprovalComments"
    paramvalue = "false" or "true"

    Note : For the Approve action, comments become mandatory when the "paramvalue" is set to "true" and become optional when it is set to "false". For the Reject action, comments are always mandatory.

  • SDF-89950, SDF-53046, SDF-84746, SDF-27699 : You can now connect to MSSQL database via Windows authentication.
  • SDF-67346 : Users can now view the comments added to invoices and payment details from the list view of Invoice and Payments sub-tab in purchase order details page.
  • SDF-96301 : In SCCM integration, pro support warranty type is given priority while fetching warranty of DELL assets based on the service level description. V_GS_DELL_ASSETWARRANTYINFORMATION0 can also be used to fetch the warranty information.

Issues Fixed :

Vulnerability :

  • SD-93454 : Dynamic report related files and folders are generated under Root and Custom folders.
  • SD-96819 : Persistent Cross-Site Scripting vulnerability in asset name fields.
  • SD-95569 : CSRF vulnerability in the application login page.

Home :

  • SD-93268 : User is unable to access the homepage if the user's role is switched from technician to requester. The issue occurs if the last viewed tab is Resource Management.

Dashboard :

  • SD-97026 : Widgets added via Organize Widgets option in shared dashboards are not displayed to other users.
  • SD-96660 : Removed padding for matrix reports for improved rendering.

Requests :

  • SD-97231 : Unable to preview/download attachments under request conversations and request notifications, if the configured attachment path is not default.
  • SD-97365 : Unable to add comma separated values to a multiselect field in Request Edit form if the multiselect field contains more than 500 options.
  • SD-95705 : Request Edit form does not load properly when the request description or resolution contains huge content.
  • SD-93308 : When replying/forwarding a request from the request details page, the cursor gets lost when the alert message "Draft Saved" is displayed.
  • SD-96459 : Formatting added to the second line of a note is not applied properly.
  • SD-96340 : The request image is not displayed at the center of the screen while previewing it in Arabic setup.
  • SD-96573 : Unable to hide the site field in edit request form using Field And Form Rules. This issue occurs only in requester login.
  • SD-96850 : The dependent field does not work properly in the request details view page, if the field dependencies are set using Field And Form Rules.
  • SD-96551 : Attachments do not load properly when a request is created via email with a group email address in the To/CC field.
  • SD-70637 : Technicians without access permission for requests are unable to view a service request associated with a purchase order.
  • SD-65175 : Unable to add attachments to a request when the request is emailed from a printer.
  • SD-95702 : Unable to fetch site value using Field and Form Rules in requester login.

Changes :

  • SD-95378, SD-77688 : The strikethrough font style does not work in the change module and request description.
  • SD-96151 : Unable to send the notifications configured via change workflow to Change Manager, Change Owner, Change Requester, when the default display name is modified.
  • SD-96264 : Invalid input error is thrown while saving change workflows in some scenarios.
  • SD-96309 : $StatusSetBy and $StatusComments variables are not replaced in change notifications.

Projects :

  • SD-61749 : The term 'passed' is mistranslated in the Projects module in Turkish personalization.
  • SD-95499 : Resource Management under Projects does not load in Chinese or Traditional Chinese setups.

Assets :

  • SD-96298 : Unable to create workstations via API.
  • SD-95893 : After performing a global search for a different entity from assets tab, the search criteria is not reset to assets.
  • SD-96263 : Asset group is shown multiple times for the technicians with SDSiteAdmin role.
  • SD-93666 : ESXi scan fails with duplicate key exception.
  • SD-95897 : The SCCM scheduler doesn't advance from the "Scanning in Progress" state.
  • SD-85375 : In some cases, the scan success/failure message is not translated in non-English setups.
  • SD-95738 : Unable to reconcile workstations in Professional Editions if CMDB is not enabled.
  • SD-58532 : Changing software type from Managed to any other type is not taking effect when the corresponding software assets have license agreements or purchase orders associated with them.
  • SD-94131 : Adding asset/software license/license agreement additional fields containing characters with accent marks.
  • SD-46378 : In the Add New Server form, the options in the Model drop-down does not list the elements in alphabetical order.

CMDB :

  • SD-97067 : Technicians could not edit non-asset CIs associated with them even if they have EnableCMDB role and full permission to assets across sites.
  • SD-95740 : In CMDB's asset/workstation list view, the bulk actions Modify State, Add To Group, Change Scan Credential and Excluded from Scan are not working. This issue occurs only in the professional edition.
  • SD-95451 : Search/sort in asset list views and CMDB list views of asset type is not supported in 11200 build.

Purchase :

  • SD-95752 : The Purchase Order link is loading too slow when accessed from the asset details page.
  • SD-82505 : An inappropriate alert is thrown after entering a correct value in the Discount field.
  • SD-57368 : In Purchase Order details page, the invoice list view does not load after adding an invoice/payment from the Invoice and Payments tab.

Admin :

  • SD-97725 : In some cases, multiple mail fetching schedules start to run in the background for the same instance if a user stops and restarts mail fetching from the application UI.
  • SD-97179 : Outlook integration fails if the hosted domain URL contains port number.
  • SD-97447 : Page script $CS.hideUnansweredFields(["properties"]) function is not working in the Firefox browser.
  • SD-36899 : Mistranslated text in Admin module in Portuguese personalization.
  • SD-97069 : Unable to delete support groups when a non-English language is set as the locale in PostgreSQL.
  • SD-96483 : Translation issue in Polish personalization.
  • SD-72064 : Extra exclamatory marks are removed in some language personalization.
  • SD-71456 : Translation issue in French personalization.
  • SD-96354 : The field values of a binary (yes/no) question in a survey are interchanged in the translation tab.
  • SD-97013 : In some scenarios, an error occurs while creating a business rule with a sub-category field in the Criteria section.
  • SD-94535 : Users can now add ewb:// protocols in all editors present in the application.
  • SD-96656 : An error is thrown when adding or updating windows domain in non-English setups.
  • SD-95231 : Unable to edit user additional field pick lists if the pick list contains more than 10 options.
  • SD-95441 : Refresh token is not found when Gmail/GSuite account is configured in the Mail Server Settings.
  • SD-95858 : File not found error is thrown while executing Custom Schedule scripts. The issue occurs if the ServiceDesk Plus installation folder contains a space.
  • SD-96760 : Mobile App under Notification Rules goes blank after upgrading to build 11300.
  • SD-95489 : The default logo is displayed to users instead of the company logo while previewing incident or service templates.

Reports :

  • SD-97248 : Query report generation fails if the executed query contains more than 10000 characters.
  • SD-96968 : The time values in reports and request SLA will now be precise to milliseconds.

Community :

  • SD-70910 : Detailed traces of mail sending failure will now be recorded in the system log viewer.

General :

  • SD-90236 : Moment.js library dependency removed.
  • SD-48080 : Technician Availaibility Chart is missing under Quick Actions for technicians associated with SDCoordinator role.
  • SD-97323 : In non-English setups, unable to login when domain is not selected.
  • SD-96352 : During login, the login form is missing when all authentication modes are disabled.
  • SD-89044 : An unwanted error message is displayed in the command prompt while executing shell command in Linux to run the .sh files.
  • SD-96495 : In certain scenarios, license is not fetched properly resulting in unsuccessful login.
  • SD-58505 : The term Request Catalog is mistranslated in Spanish personalization.
  • SD-94782 : Caching fails after upgrading to build 11140.
  • SD-51260 : Unable to configure the login credentials in non-English characters from changeDBServer console.
  • SD-96140 : Unable to translate the content in the login page if the application has only a single instance.
  • SD-96376 : Unable to upgrade to 11300 build or above if a service desk instance of type HR is created and User Management service category is deleted from the HR instance.
  • SD-49107: User can now apply the configured application's language to the login page as well.

Mobile App :

  • SD-97252 : Unable to login to ServiceDesk Plus mobile app via SAML when multiple service desk instances are set up.

11303

(Released on 26 July, 2021)

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-93115 : On converting an incident request into a service request, the default SLA associated with service requests is not executed.
  • 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.
  • SD-96594 : In the request list view for technicians,
    • Requests are not indicated with bold font when a requester replies to a request.
    • If the technician and the requester is the same user and the user replies to the request, the request is appears in bold style.

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 Endpoint Central (formerly Desktop Central) Settings is displayed in Standard edition.

11302

(Released on 21 July, 2021)

Vulnerability :

  • SD-96823 : CVE-2021-37415 : Authentication bypass vulnerability in few rest API urls reported by David

11301

(Released on 12 July, 2021)

Behavior Changes :

  • SD-65233 : Comments for purchase approval actions is now mandated by default.

Enhancements :

  • SDF-95511 : In accordance with ISO standards, the date format is updated in the application.
  • SDF-84776 : You can now include attachments when creating a JIRA ticket from ServiceDesk Plus. To learn more, click here.
  • SDF-89420 : ServiceDesk Plus server details will be preconfigured in the application's Android app if installed via MDM.
  • SDF-93521, SDF-95391 : Admins can now customize the default image preview resolution for inline images across the application. This configuration is based on the GlobalConfig table entry :

    category="rta"

    parameter ="defaultImageOption"

    paramvalue = "bestfit" or "original" or "smallfit" or "fitTiWidth"

Issues Fixed :

Dashboard :

  • SD-95874 : Unable to apply support group filters to dashboards in ServiceDesk Plus build 11205 or later.

Requests :

  • SD-95081 : Requester is unable to close a resolved request if the dependent requests are not in the requester's permitted scope.
  • SD-94896 : On editing a request using the Actions menu in the list view, the acknowledgement message is not closing automatically.
  • SD-95265 : Files attached to conversations are not accessible to non-login approvers from the request approval page.
  • SD-95397 : Service requests created from an incident request are not getting linked to the incident request automatically as expected.

Changes :

  • SD-95388 : Breakage in Field And Form Rules configured to remove/add options in Change requests.
  • SD-95662 : Approval Section for Changes will be hidden if no approvals are configured in the associated workflow.
  • SD-95660 : Unable to expand the approval level and view the disabled approvals.

Assets :

  • SD-95368 : Unable to import assets via CSV files in the Professional edition.
  • SD-96254 : The application header keeps loading for a long time if Endpoint Central (formerly Desktop Central) server is not reachable.
  • SD-95200 : Disk space(GB) field value is not displayed in asset list view in 11200 build and above.
  • SD-95500 : Unable to search assets using state in global search.
  • SD-94900 : Unable to sort assets and workstations alphabetically using User, Department, or Site column in list view.
  • SD-95556 : In the Professional edition, if the CMDB module is not enabled or the associated license does not support CMDB for the portal, CI details in the asset relationship popup in the details page throws an error.
  • SD-95346 : The value of is loaned field is inconsistent in Workstation list view and detail view page.
  • SD-94919 : On updating an asset's product type as Consumables, the associated barcode entry is retained as an orphan entry in the barcode table.

Purchase :

  • SD-66337 : In Purchase Order notifications sent to owner/vendor, non-english characters in the html attachments are garbled.
  • SD-76280 : Purchase order cancellation email is not notified.
  • SD-78753 : Associated PR status and Due Date are not displayed in PO under the Requests tab.

Admin :

  • SD-95426 : The change role names are updated incorrectly while editing Change Roles in non-English setups.
  • SD-79948 : Incorrect info message is displayed if the Name field is left blank while creating a new service category.
  • SD-95390 : No success message is shown to users when saving a rule under the Field and Form Rules section in change templates.
  • SD-94928 : Error while importing users in ESM setups if more than 100 departments or sites are configured as criteria in an instance
  • SD-95492 : The value of the Date additional field is not updated correctly during the scheduled AD import.
  • SD-95997 : Users are unable to login to ServiceDesk Plus iOS app if two-factor authentication is enabled.

Reports

  • SD-96441 : After migrating to version 11206, Analytics Plus integration fails in setups configured with certain special characters in currency.
  • SD-96096 : SDAdmins cannot access Reports in setups configured with hidden CI types.
  • SD-96049 : Technicians are unable to generate tabular reports under Surveys if they are associated with a role where Allow technician to view permission is configured as All in group & Assigned to Technician or Assigned to Technician.
  • SD-93630 : Query reports are handled to generate reports even if old table schema (ChangeResolution table) is used in queries.

General :

  • SD-96255 : The 32-bit download URL is provided for 64 bit computers while prompting users to install DC in ServiceDesk Plus.
  • SD-88708 : Restore failure due to unique constraint violation of SB_Applications table in PostgreSQL-based builds.

Mobile App :

  • SD-96276 : In certain conditions, role mismatch error occurs when users log into ServiceDesk Plus iOS application.

11300

(Released on 28 June, 2021)

Behavior changes :

  • SD-96062 : Changes due to Enhancements in Request Business Rule
    • For sites configured with Copy default settings option, the business rules associated with the default site will be copied to the new site only when the site is created (or) the settings is updated from Refer Default/Custom Settings to Copy default. Changes on business rules associated to the default site will not reflect in the copy site.
    • SDSiteAdmin cannot view or configure incident business rules.
    • In business rules with custom action to update the request template, all fields except the fields which the requester can set will be updated. The existing values will be retained for fields that the requester can set.
    • In business rules with custom actions to update the request status, the new status will be updated even if the Override field values with Business Rule values option is disabled.
    • For custom scripts configured with $COMPLETE_V3_JSON_FILE as an argument in ADD operation, only the user given fields and fields filled by system will be provided as input to json file.
    • In business rules, custom actions to trigger notifications is no more supported. However, existing rules with custom actions to trigger notifications are retained where you cannot modify the notification details except To and cc fields.
    • When updating the request status to a completed status via business rules, time calculations such as Resolved Time, Completed Time, and Time Spent for each status update will be calculated all at once.
    • In request API, configuring repeated options for a multi-select additional field will throw an error.
    • Splitting requests with conversations added by an inactive user/user without permissions to access the request will throw an error.
    • When a request resolution is copied from the associated problem's resolution via problem closure rules, automation actions such as Business Rules, Custom Triggers, Request Life Cycle transitions, etc., will be applied separately.
    • In custom triggers, you can now update any field using Custom Scripts, including fields that you cannot access.
    • Post migration, newly created business rules with 'is not', 'not contains' in criteria will also apply to request fields with 'None' as the value. For existing rules with similar criteria, a sub-criteria to exclude fields with 'None' will be added to the criteria.
    • While creating users in AD via ADMP integration, the V3 API Field Name generated for default/additional fields is required for mapping the field values in the admp.xml file. For mapping additional fields, the following format must be followed: ${{udf_fields.[API-Field-Name]}}. For example, an additional field with API Field Name as udf_sline_001 must be mapped as ${{udf_fields.udf_sline_001}}
    • While mapping user fields in JIRA integration, the default and additional fields are now mapped via V3 API Field Name in jira.xml file.
  • SD-96063 : Changes due to DC Bundle
    • AE agents used for scanning Windows machines have been removed and the new DesktopCentral agents have to be used.
    • Support for WMI scan for Windows machines and SSH/telnet scan for Linux and Mac machines have been removed. Linux and Mac machines also have to be scanned using the new DesktopCentral agents.
    • The scripts used for scanning have been moved out of the build.
    • Support for "MAC Address identification during scan" under scan settings has been removed.
    • Option to choose machines for remote control prompt is removed. Alternatively, enabling/disabling remote control prompt for all machines can be performed under Admin --> Agent configurations.
    • As agents and scan mechanism have changed, configurations "WMI Timeout" and "Automatic Delta Scan" under scan settings and configuring TCP protocols and ciphers have been removed.
  • SD-96064 : Changes due to Asset Auto Site Association feature
    • Option to choose site during network scan have been removed.

Enhancements :

  • SDF-96031 : DC Bundle
    • ServiceDesk Plus now uses Endpoint Central (formerly Desktop Central) Agents for Asset Scan. The ServiceDesk Plus' agents for scanning and the remote control tool will now be replaced with the Endpoint Central (formerly Desktop Central) '. To learn more, Click here.
  • SDF-83850 : Zia Category and Template prediction
    • Zia can be trained to predict the relevant category and template while creating a request.

    • The predicted category will be suggested while creating a request through webforms. In other modes, Zia will apply the category automatically.
    • Templates will be suggested by Zia only for requests created or being created using the default template.
  • SDF-89615 : Request Business Rule
    • Business Rules and Custom triggers for requests are now enhanced with a new look for better usability. Categorize, execute, and configure cascade execution on Business Rules and Custom triggers for requests based on rule groups.
    • Rich Text Format and Multimedia attachments are now supported in the description box for Request Life Cycle notifications. Also, you can configure field update actions for 'during' event and turn on cascade execution for rules within a transition.
  • SDF-95978 : SDP Outlook Add-In
    • ServiceDesk Plus is now available as an add-on in Microsoft Outlook. Using this add-on, you can raise requests and track their progress in ServiceDesk Plus from within the Outlook mailbox. Technicians can perform actions such as edit and pickup/assign requests.
  • SDF-95983 : Encryption support for user additional field
    • Encrypt user additional fields (single/multi line and pick list) with sensitive information.
    • To learn more, Click here.

  • SDF-81208 : Project custom trigger and Project Custom Function
    • User can now configure custom triggers for Projects to automatically trigger actions on a project using a script file or a custom function.
    • Project custom functions can be executed via project custom triggers to access any data from ServiceDesk Plus and schedule periodic customized actions.
  • SDF-72138 : Task custom trigger and Task Custom Function
    • User can now configure custom triggers for tasks to automatically trigger actions on a task using a script file or a custom function.
    • Task custom functions can be executed via task custom triggers to access any data from ServiceDesk Plus and schedule periodic customized actions.
  • SDF-89359 : Microsoft Teams Enhancements
    • Raise requests and execute approval actions in ServiceDesk Plus from within Microsoft Teams.
    • In the chat window of Microsoft Teams, click a command in the help card to execute the corresponding action.
  • SDF-70192 : Reusable Resource sections and Questions
    • The resource questions and resource sections can be reused in multiple service templates and managed globally from Admin >> Service Catalog.

      To learn more, refer to the links below :

    • Resource Questions
    • Resource Sections
  • SDF- 95976 : Header Revamp and Layout Personalization
    • Revamped UI for header quick links, global search, user profile panel, ESM portal page, and ESM instance page.
    • You can now change the orientation of the header pane as topbar, sidebar, or sidebar lite. To learn more, Click here
  • SDF-91268 : User Management Enhancements
    • You can now include or exclude specific users when importing users from the ESM Directory to non-IT help desk instances.
    • Added support for removing users from the non-IT help desk instances.
    • To learn more, Click here.

  • SDF-68939 : Project Import Enhancement
    • The Import From button is added as a drop-down in the Projects List View page.

    • You can now import project additional fields via MPP import.
    • You can also import projects, milestones, and tasks via XLS, XLSX, and CSV files.
    • To learn more, Click here.

  • SDF-95979 : Change roles Enhancements and closure rules
    • Change roles can now be associated with :

    • Technicians based on the change request's site/group
    • Support Groups
    • The mandatory fields in Change Closure Rules are updated for Planning and Review stages.

      To learn more, Click here.

  • SDF-22422, SDF-43984, SDF-29290, SDF-56484, SDF-91670 : Report Enhancements
    • Added support for sorting columns by ascending or descending order in custom tabular reports.
    • Users will be notified via email with an appropriate message instead of an empty report attachment when data is not available for scheduled reports.
    • Users with SDAdmin role will now have permission to all custom reports, query reports, and schedule reports created by other technicians.
    • Revamped Scheduled Report list view page with options to filter, edit, and delete schedules based on roles.
  • SDF-88993, SDF-89609 : Checklist Enhancement
    • Associate checklists to an existing request from the request details page. The associated checklists will be listed in the right panel of the request details page.
    • Incident Template list view now displays an icon to denote templates associated with checklists.
  • SDF-38697, SDF-67029 : Software reconcile
    • In assets, you can now reconcile two software from the scanned software list view, retaining the details of the latest added software.
    • To learn more, Click here.

  • SDF-84954 : Diff Object in Request Update Notification
    • Email notifications sent when a request is updated can be configured to contain the updated details by including the $UpdatedProperties message variable.

    • If the notifications are sent to a requester/technician, the updated details are displayed in the user's personalized language and time format.
    • If the notifications are sent to group, the updated details are displayed only in English language
    • When the description or resolution of a request is updated, the users will notified that the fields are updated. However, the updated details will not be included in the email notification.
  • SDF-90184 : Custom Schedule - Deluge support
    • Administrators can configure Custom Schedules Functions using Deluge, Zoho's built-in scripting language, to manipulate data in ServiceDesk Plus and external applications. Click here to learn more.
    • IThe custom schedules functions can be executed via Custom Schedules to access any data from ServiceDesk Plus and schedule periodic customized actions such as sending notifications, reopening requests or updating asset details. To learn more, Click here.
  • SD-95980 : Auth token support for third party
    • Administrators can generate Integration Keys, a token based authentication for performing secure REST API calls while configuring integrations with external applications.
  • SDF-83786 : Automatic Site Association for Assets based on IP Address
    • You can now automate the association of IT assets to sites based on their IP addresses. To do this, create a configuration under Admin >> Discovery >> Scan Settings >> Auto Site Allocation.
    • To learn more, Click here.

  • SDF-78625 : Move blocking email to different folder
    • You can now move error emails that stop mail fetching schedule to a separate folder and continue processing the next email. Configure this option under Admin >> Mail Server Settings.
  • SDF-72084 : SDP Survey in A-Plus
    • Advanced analytics integration for ServiceDesk Plus now supports Survey data. Users can now create reports and dashboards in Zoho Analytics/ManageEngine Analytics Plus using the survey data from ServiceDesk Plus.
  • SDF-85914 : Asset Notification Enhancements
    • Added support for new content variables for basic asset-related information.
    • Added new variables that display data in a customizable tabular format namely $Loaned Assets, $Loan Expired Assets, $Expired Assets, $Assigned Assets.
    • Added Notify Before and Frequency fields for notifications involving asset expiry, warranty expiry, and loan period expiry.
    • To learn more, Click here.

  • SDF-68402 : Asset Categorization Enhancements
    • All workstations will now be classified into Desktop, Laptop, Tablet, and Others computer groups.
    • Workstations now support the Chassis Type field.
    • In reports, the Is Laptop field is replaced with Computer Group and additionally, the Chassis Type field has been added.
    • New default reports Computers by Computer Group and Computers by Chassis Type are added under All Computers (Workstations and Servers).
    • In products, the Is laptop field is removed and replaced with Computer Group.
  • SDF-84904 : Antivirus scanning for file uploads in Admin
    • Attachments will now be scanned for virus before uploading into the application. If virus is detected, the attachment will not be uploaded.
    • Administrators can configure antivirus scan settings under ESM Directory >> Security Settings >> Advanced tab.
    • To learn more, Click here.

  • SDF-90427: Approval current stage info in custom trigger input JSON
    • The current_stage and approved_stage keys will be included in the request JSON during custom trigger execution.
  • SDF-90074 : Redis Cache Management in Request Module
    • Added cache management using Redis for the GET LIST API calls that improves performance for technicians when accessing classic view, kanban view, and the filter view on left-pane in the details page in the request module.
    • The cache will be maintained when the total records returned by the API do not exceed the count of 2000.
    • Note : These changes are applicable only for new installations of ServiceDesk Plus.

  • SDF-95982, SDF-95981, SDF-51486 : Problem API.
  • Added support for Problem REST API V3 with all operations.

    Column changes under Problem module related table schema

    The table and column names related to the Problem module are updated so using old table/column names will throw an execution error. While generating reports, query using the updated table and column names.

    Query reports using old table schema should be manually updated to the new schema by users.

    Refer below for the changes in the ProblemResolution table :

    BEFORE MIGRATION

    AFTER MIGRATION

    Table

    Column

    Table

    Column

    ProblemResolution

    PROBLEMID

    Rootcause

    (PK*=ROOTCAUSEID)

    PROBLEMID

    ROOTCAUSE

    ROOTCAUSE

    ROOTCAUSE_BY

    RC_UPDATED_BY

    ROOTCAUSE_ON

    RC_UPDATED_ON

    ProblemResolution

    PROBLEMID

    ImpactDetail

    (PK*=IMPACTID)

    PROBLEMID

    IMPACTDESC

    IMPACT

    IMPACTDESC_BY

    IMP_UPDATED_BY

    IMPACTDESC_ON

    IMP_UPDATED_ON

    ProblemResolution

    PROBLEMID

    Symptom

    (PK*=SYMPTOPID)

    PROBLEMID

    SYMPTOMS

    SYMPTOM

    SYMPTOMS_BY

    SYM_UPDATED_BY

    SYMPTOMS_ON

    SYM_UPDATED_ON

    * Primary Key

    Refer below for the changes in the ProblemFileAttachment table :

    BEFORE MIGRATION

    AFTER MIGRATION

    Table

    Column

    Table

    Column

    ProblemFileAttachment

    ATTACHMENTID

    (MODULE="ROOTCAUSE")

    RootCauseAttachment

    ATTACHMENTID

    ATTACHMENTID

    (MODULE="IMPACTDESC")

    ImpactDetailsAttachment

    ATTACHMENTID

    ATTACHMENTID

    (MODULE="SYMPTOMS")

    SymptomAttachment

    ATTACHMENTID

    The data related to Problem module in SDPNotes table is moved to ProblemNotes table and columns have been mapped accordingly. Users can query using the new table and column names while generating reports.

    Refer to the table below for the column names in ProblemNotes table :

    BEFORE MIGRATION

    (Table Name : SDPNotes)

    AFTER MIGRATION

    (Table Name : ProblemNotes)

    Column

    Column

    NOTESID

    NOTESID

    USERID

    USERID

    RECORDEDDATE

    RECORDEDDATE

    DESCRIPTION

    DESCRIPTION

    ISPUBLIC

    ISPUBLIC

    HELPDESKID

    HELPDESKID

    -

    HASATTACHMENT

    -

    UPDATEDBY

    -

    UPDATEDTIME

Issues Fixed :

Vulnerability :

  • SD-94096 : CVE-2021-20109 : Heap Overflow in agent reported by David
  • SD-94095 : CVE-2021-20110 : Integer overflow RCE in agent reported by David
  • SD-93693 : CVE-2021-20108 : Remote DOS vulnerability in agent reported by David

Requests :

  • SD-65241 : Repeated execution of the same business rule triggers redundant notifications.
  • SD-93664 : Attachments are missing in incident resolutions copied from associated problems/solutions.
  • SD-87099 : Reopening/replying to an onhold ticket from requester login does not trigger notifications to the technician.

Changes :

  • SD-94946 : When Site field is configured with a default value in a change template, users are unable to create a change request with that template via API if Roles key is not present in input_Data.

11213

(Released on 31 January, 2022)

Issues Fixed

Vulnerability :

  • SD-100638, SD-100691 : log4j framework jar version is upgraded to 2.17.1.

11212

(Released on 03 December, 2021)

Issues Fixed

Vulnerability :

  • SD-99853 : CVE-2021-44526 : Authentication bypass vulnerability in certain admin configurations.
  • SD-99811 : Remote control history and summary can be added without proper authentication.

11211

(Released on 25 November, 2021)

Issues Fixed

Vulnerability :

  • SD-99665 : Unauthenticated file uploaded (only .tmp files) to windows temp directory

11210

(Released on 27 September, 2021)

Issues Fixed

  • SD-98498 : Unable to access ServiceDesk Plus in the Chrome v.94 and Edge v.94

11209

(Released on 23 September, 2021)

Issues Fixed

Vulnerability :

  • SD-98283 : Authentication bypass vulnerability in certain application URLs

11208

(Released on 21 July, 2021)

Issues Fixed

Vulnerability :

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

11207

(Released on 25 June, 2021)

Issue Fixed :

General

  • SD-95450 : Admins can now disable security banner by clicking Remind me Later option.

11206

(Released on 23 June, 2021)

Behavior Changes :

  • SD-94530 : Select Approvers field will not be mandated further while adding approvals in change workflow.
  • SD-94889 : New configuration added to allow users to delete approval levels completely while revisiting a stage in change requests.
  • SD-94636 : Non-CAB members can also be added as approvers in a approval stage from the workflow.
  • SD-95234 : A re-login is required after migrating to 11206 or above if the Keep me signed in option is enabled in the login page.
  • SD-94644 : Administrators can now be notified about connectivity issues while fetching emails. Click here to learn more.

Enhancements :

  • SDF-21785, SDF-90680 : Users can now customize the width and height of the chart in tabular reports.
  • SDF-76783 : The time format YYYY-MM-DD HH:MM is now introduced in the application with respect to the ISO standards.
  • SDF-94764 : Users can modify the order of data model sequence in Zia's approval prediction.

Issues Fixed :

Vulnerability :

  • SD-93569 : Unauthenticated users are able to access inline images in the application.

Requests :

  • SD-95063 : Request list view is not refreshed after merge operations when the refresh button is disabled in the globalconfig table.
  • SD-94572 : Asset field is not displayed in Add/Edit Request form if the application is updated from Standard edition to Professional edition.
  • SD-93375 : Approver's name is not displayed with the organization role in the Select Approvers field of a Service template.
  • SD-93622 : Users changed to technicians are not listed in Add Request form.
  • SD-94627 : Error thrown on accessing the kanban view from non-IT help desk instances if an additional field is set as a criterion for the request custom view.
  • SD-95713 : Requesters are unable to reply to requests when solutions are hidden in the self-service portal.

  • SD-95312 : Invalid asset error thrown while creating requests, if there are more than 100 assets associated with the user.

Changes :

  • SD-94731 : Approvals are not triggered for a change when the trigger criteria are met if a non-administrator updates a change request.
  • SD-95066 : Approval level addition in change requests from the workflow fails when the approval action is performed via non-login URL.
  • SD-94966, SD-95074 : In some cases, Zia approval prediction is not applied when a change approver replies to the approval email.

Tasks :

  • SD-95067 : In tasks list view, the filters Completed Tasks and My Completed Tasks do not return any results.

Solutions :

  • SD-93572 : Error while copy-pasting the solution URL from one instance to another.

Assets :

  • SD-94899 : When the software in a workstation details page are sorted by Software Name column, the software are not sorted properly.
  • SD-94890 : Unable to perform global search for assets if the column Operation System is enabled in the workstation list view.
  • SD-94127 : The asset list under software/hardware audit changes from the Scan Summary page does not displays more than 12 rows.
  • SD-94421 : An error is thrown when searching for an asset or workstation using their Service Tag via column search in the asset list view page.
  • SD-94215 : When sending email notifications to users of a scanned software asset, the E-mail Users pop-up is not fetching all email addresses if the user count exceeds 25.
  • SD-92800 : Unable to invoke the drop-down lists that allow you to switch between the type of assets and time period in the Audit History page.
  • SD-94564 : When editing an asset, changing the vendor displays incorrect purchase cost information.
  • SD-94234 : BIOS date column missing in the Workstation list view.
  • SD-94403 : Submit button in the CI Import Wizard is displayed even after the form is submitted.

CMDB :

  • SD-94539 : Unable to update custom CI attributes of child CI types via the parent CI type. The custom CI attributes are set to the first CI attribute when the custom attributes of the CIs are updated via bulk-edit.

Purchase :

  • SD-93121 : Purchase request additional fields are not displayed while raising a purchase request from the service request details page.
  • SD-94773 : The approval page does not load when the approver tries to log in via the PO approval link in email.
  • SD-94835 : Vendor details are not populated in Add Purchase Order form when the purchase order is created from a purchase request.
  • SD-94041 : When closing a purchase order, the mandatory fields pop-up erroneously shows non-empty purchase additional fields of the picklist type.

Admin :

  • SD-95466 : IndexOutOfBoundException stops the scheduled mail fetching process.
  • SD-95453 : OAuth based mail fetching with proxy configuration fails after 1 hour.
  • SD-95263 : Mail sending fails via EWS protocol when the email message contains End-of-Text character (0x03).
  • SD-94543 : Error thrown on saving mail server settings using OAuth authentication in a new portal.
  • SD-95309 : Technician names are not listed in Choose Technicians field in Admin >> Notification Rules.
  • SD-94932 : Unable to save Telephony integration configurations in Asterisk version 16 and above.
  • SD-93459 : Drop-down fields get disabled in service templates if the Allow requesters and technicians to override the Priority Matrix option is unchecked.
  • SD-94265 : The UI text Requires Scan and State are not properly translated in some German personalization.
  • SD-93398 : State is mistranslated in Asset Module in Polish personalization.
  • SD-95028 : User surveys are not getting sent if "Exclusion Criteria" is configured after upgrading to 11202.
  • SD-94834 : Email Notifications with non-English characters in email subject are not displayed properly.
  • SD-92204 : SAML authentication does not work in the request view tab of Microsoft Team

Reports :

  • SD-94832 : On saving a report, unable to export it in formats other than PDF from the bottom panel.
  • SD-94786 : In Professional Edition of ServiceDesk Plus with Change module as add-on, technicians whose roles do not have access to Change module are unable to generate reports or perform advanced search in requests tab.
  • SD-94804 : Advanced Analytics configuration fails in ESM setup if help desk name exceeds 50 characters.
  • SD-94907 : Error thrown while creating change additional fields in some scenarios.
  • SD-93497 : Advanced Analytics sync fails when complex queries are generated in some scenarios.
  • SD-88706 : Advanced Analytics sync fails while adding/updating/deleting software license.
  • SD-95100 : Error thrown while accessing the Reports page after upgrade.

Mobile App :

  • SD-95697 : In some environments, users are unable to log into the mobile app after upgrading to build 11200 or above.
  • SD-95234 : Weak algorithm vulnerability if Keep me signed in is enabled during login.

General :

  • SD-95497 : The header icons are barely visible when accessing ServiceDesk Plus from Chrome 91.
  • SD-94140 : Clicking the application's desktop shortcut multiple times before the server starts kills the application.
  • SD-94581 : Broken Inline Images are present in Request Module. Inline images are not moved from the temporary location to the permanent location after the Request is saved.

Note to Users!

  • While updating the build, the migration of these images to the permanent location (inlineimages\WorkOrder) will occur only if the images are present in the temporary location (inline\request or inline\WorkOrder).
  • To ensure all the inline images are located in the temporary location, retrieve the images from the backup folder and merge the data with the temporary location before updating the build. Contact support (servicedeskplus-support@manageengine.com) for more details.

11205

(Released on 01 June, 2021)

Behavior Changes :

  • SD-94158, SD-94659, SD-94658, SD-94160 : Security banner will be displayed to SDOrgAdmin to mandate several security settings

Enhancements

  • SDF-93136 : Users can now choose the time format as DD:HH:MM:SS (Days:Hours:Minutes:Seconds) and HH:MM:SS (Hours:Minutes:Seconds) for time elapsed fields setting in custom report settings.
  • SDF-93391 : Users can now choose the time format as YYYY-MM-DD HH:MM:SS in ServiceDesk Plus.
  • SDF-93402 : Administrators can now disable forwarding of solutions for requesters from Admin >> General Settings >> Self-Service Portal Settings.

Issues Fixed :

Vulnerability :

  • SD-93708 : CVE-2021-20081 : Remote Command Execution vulnerability in custom schedules reported by Chris.
  • SD-94888 : User enumeration vulnerability in Requests, Problem and Change modules.
  • SD-94039, SD-94040, SD-94042 : CVE-2014-0114 : Arbitrary code execution vulnerability

Requests :

  • SD-94699 : Field And Form Rules are not executed for request closure if the request is closed via keyboard shortcut.
  • SD-94904 : In some cases, the request-related operations using email commands are getting failed after migrating to version 11202.
  • SD-94735 : Request templates do not load properly after deleting values of pick list fields in the template.
  • SD-94605 : In request list view page, hyperlink in the Subject field contains double &.
  • SD-94212 : Comments regarding linked requests are truncated in the request history if the comments contain colon (:) character.
  • SD-94162 : Custom triggers are not triggered when the criteria is configured with To, CC, and Sender fields.
  • SD-94060 : Request ID is not auto-filled when the asset is accessed via DC remote control from right panel on the request details page in builds 11140 and above.

Solutions :

  • SD-94647 : On editing the solution description. the description font style is reset to Roboto font.

Admin :

  • SD-94051 : Connecting to third-party applications using Servlet API needs to be restricted.
  • SD-86528 : HTML tags are shown while translating First Response SLA violated and Resolution SLA violated strings in Portal Translations.
  • SD-94836 : Unable to load Endpoint Central (formerly Desktop Central) Endpoint Central (formerly Desktop Central) console from ServiceDesk Plus when Endpoint Central (formerly Desktop Central) is hosted on the default port (443,80).

11204

(Released on 26 May, 2021)

Behavior Changes :

  • SD-94092 : $Recommend_Template_Link variable in Recommend Template will be hyperlinked while customizing the notification template.
  • SD-94540 : Support for V1 Request add attachment API is discontinued further.

Issues Fixed :

Vulnerability :

  • SD-94152 : Additional Heapdump files(.hprof) under [SDP_Home]/bin are occupying extra disk space.
  • SD-93032 : Secure attribute is enabled for all cookies.
  • SD-93440 : Privilege escalation vulnerability in ESM Directory >> Application Settings.
  • SD-93441 : Privilege escalation vulnerability in ESM Directory >> Security Settings.

Requests :

  • SD-95082 : Error thrown on clicking Actions >> Export Requests on request list view in Chinese personalization.
  • SD-94922 : Unable to send emails from Requests tab in non-English setups.
  • SD-94251 : UI improvements in the Solution auto-suggest pop-up displayed while creating requests.
  • SD-94209 : Unable to close the details pop-up for resources with images in service request templates when the system's display settings are scaled to 150%.
  • SD-94178 : Stage 1 approvals are not set for requests when the template is edited via Recommended Template or from the edit request form.
  • SD-94538 : Approvals are automated in request before the approval levels are added via Custom Triggers.
  • SD-94142 : Unable to add approval stage through custom function action in custom trigger in some cases.
  • SD-94150 : Technician assignment notifications are sent incorrectly to the default technician of unapproved service requests when the request was raised from the requester login.
  • SD-93124 : When the Group field is removed from the request template, the values in Technician field are not set based on the site.
  • SD-93588 : The site API call always returns "Not associated to any site" along with required values when searching with any site value.
  • SD-94252 : The attachment icon in request conversations does not work when the conversations are collapsed.
  • SD-94157, SD-94069 : When the template of an existing request is changed for more than three times, the existing values of Category and Sub-category fields are not retained. The issue occurs when the fields are marked as Requester can set.
  • SD-94075 : When creating a request, the Site field is automatically set as Not associated to any site, if the requester is not associated to any site.
  • SD-93810 : When changing the template of an existing request, the Email IDs to notify field is reset.
  • SD-91829 : The JSON file is not created under [SDP_Home]/integration/custom_scripts/request when $HTML_DATA_JSON_FILE is configured in the request custom menu executor.
  • SD-95243 :Description of a request is replaced with template description if the request template is changed more than once during global edit.

Tasks :

  • SD-94089 : Unable to export task dependencies map to PDF when the application from a URL with alias port number.

Changes :

  • SD-94654 : Change status comments not displayed on hovering over the progress bar above the Stage name in change details page.
  • SD-94840 : HTTP 400 error thrown when CAB members try to access the change approval link.
  • SD-94231 : Unable to access approvals from My Approvals widget when the approval level name contains ampersand character (&).
  • SD-94602 : In the change workflow editor, the Field Update node lists different fields of the same label "Description" without the required classification.
  • SD-94536 : Unable to set multiple approval levels for a stage from change workflow if the level one approver does not have edit permissions for the relevant stage.

Projects :

  • SD-94743 : Performance issue due to the Lucene Index Search.
  • SD-94046 : Delay in triggering project/milestone/task notifications.

Solutions :

  • SD-93347 : Inline images in Solutions are not visible on upgrading to 11140 build or above.

Admin :

  • SD-88620 : Unable to add more than 50 members to the Change Advisory Board (CAB).
  • SD-94652 : The Approve and Reject buttons in the Actionable Cards are missing in the Outlook desktop application.
  • SD-94609 : Outlook Actionable Cards are not showing when a relay server is used in Outgoing Mail Server settings for Office 365 setups.
  • SD-94908 : Unable to delete users, merge users, and remove user login in MSSQL setups on migrating to 11200 build and above.
  • SD-94145 : Slave machine failure notification is sent incorrectly to configured users in the event of network latency.

11203

(Released on 4 May, 2021)

Issues Fixed :

Vulnerability :

  • SD-94183 : Privilege escalation vulnerability while downloading attachments in Purchase Requests reported by Ranjit Pahan.
  • SD-92146 : Denial of Service (DoS) vulnerability detected in request API URLs.
  • SD-93761 : CSRF vulnerability while detaching projects from requests.
  • SD-93762 : CSRF vulnerability while changing the Notes visibility as public.

Home :

  • SD-89618 : Tasks created via Change module are not reflected under Home Page >> Scheduler.
  • SD-93494 : The announcement created date is displayed instead of the start date while notifying users via email.

Requests :

  • SD-93698 : If the Request url is copied and used between different instances, it throws an error.
  • SD-94239 : "Add Comments" is not translated in non-English setups.
  • SD-67560 : Field mandated in the Request Life Cycle while closing requests is mandated when the request is reopened while editing the closed request.
  • SD-94091 : User phone numbers and mobile numbers appear reversed when the application is set in right-to-left languages.
  • SD- 94233 : Formatting styles added to the Description field are not applied when the corresponding request is subjected to Field and Form Rules that are configured with Add Options or Remove Options.
  • SD-94161 : Site field label is visible in the request list view even after hiding the field using scripts via Field And Form Rules.
  • SD-94106 : Unable to create service requests using templates configured with Field And Form Rules to hide and mandate any field on form load.
  • SD-94098 : Adding notes with only images to a request throws an error.
  • SD-94090 : Creating a request with comma separated values populated in a multi-select field throws an error stating 'Invalid Input'.
  • SD-93427 : Incorrect error message displayed while picking up or assigning requests from the list view or advanced search results.
  • SD-93577 : In some cases, the HTML9 format is not maintained for the resolution in Notifications or Conversation threads.
  • SD-93763 : Request reply is not recorded in the Conversations section of the request details page when the request status is changed and then reverted to the default value in the reply pop-up.
  • SD-94125 : When a requester raises a request using a template where 'Requester can set' and 'Requester can view' permissions are disabled for the Group field and the Alert group members by e-mail when a new request notification rule is enabled, the notification is not sent to the group members after the request is assigned to them.
  • SD-94805 : In some cases, inline images are broken in Requests and Planning tab in Changes.

Changes :

  • SD-94254 : Approval notification emails are not sent when approval is added via workflow after the change moves to a different stage.
  • SD-94270 : $changelink variable is not replaced in status override notification emails.
  • SD-94225 : Notification variables are not replaced in approval notifications when the approval was added via change workflow.
  • SD-94243 : Change Approval level is set in In Progress state even after the level was auto-approved via the change workflow.
  • SD-94272 : Error thrown when the status is updated in a change request that is not associated with any workflow.
  • SD-94007 : When field and form rules are configured to remove a selected option from the Services Affected field, the existing values were also removed.
  • SD-94201 : Inline images added to change requests appear broken for all users other than the uploader.
  • SD-94084 : Change approval details are missing in the input for custom functions.
  • SD-94352 : Triggering Change notifications throws inappropriate error when the Change attachments contain special characters or non-English characters in the file name.
  • SD-93238 : Unable to add attachments to a change when the file name exceeds 100 characters.

Assets :

  • SD-93726 : Asset Ownership History does not show comments when assets are moved to a state that doesn't mandate ownership.
  • SD-94168 : The value of the Model field is getting changed to numbers after adding/editing workstations through forms.
  • SD-93267 : When editing a dynamic group in assets module, the site filter is not shown if the criteria value is set to None.
  • SD-94176 : The Site field is now added into the assets-to-barcode mapping document which is available during the barcode generation for existing assets.
  • SD-94173 : The IP Address field is displayed during CSV import of non-it assets and components.

CMDB :

  • SD-78045 : CIs not associated with any site are not listed via CMDB API in requester login.
  • SD-91736 : The Mac Address, IP Address, and SubNetMask fields in network devices are reset as null when the Business Impact field is updated via CMDB API.

Admin :

  • SD-89704 : In requester login, the Department Name drop-down is not getting populated when the option to allow requesters to edit their own profile is enabled.
  • SD-93777 : $Assets and $Services variables is added to change notifications in notification rules, stage and status and workflow builder.
  • SD-92598 : Token calls are not sent via proxy when OAuth is configured in mail server setting.
  • SD-93381 : List view column headers are not translated.
  • SD-93395 : Text with special characters are removed in requests created from emails.
  • SD-93372 : Automated email replies from Outlook are not detected as automated emails in ServiceDesk Plus.
  • SD-93758 : In non-ESM setups, clicking notifications about technicians deleted during scheduled AD import leads to an empty page.
  • SD-93690 : Performance issue in Request Template list view.

Reports :

  • SD-93697 : Data is not synced with Analytics Plus properly when more than 90 requests are merged in the list view.

ESM :

  • SD-94221 : The search results of ESM Portal Search are inadvertently rendered with HTML markups.

General :

  • SD-94186 : Unable to approve Purchase Orders, Purchase Requests, and Changes by using the respective approval links from Microsoft Teams.

11202

(Released on 13 April, 2021)

Enhancements :

  • SDF-93590 : In reports, you can now customize the label length for stacked bar charts under Custom Settings >> Bar Chart/Stacked Bar Chart Settings.

Issues Fixed :

Vulnerability :

  • SD-93307 : Denial of Service (DoS) vulnerability detected when uploading images across all modules in the application.
  • SD-93473 : Denial of Service (DoS) vulnerability detected when adding images via keyboard shortcut (Ctrl+V) across all modules in the application.
  • SD-93757 : Users are able to associate requests with problems that they cannot access and vice versa.

Home :

  • SD-94083 : In the home page, links to the corresponding entity from a reminder does not work.

Dashboard :

  • SD-93627 : In Dashboard widgets added via reports, pie charts/ring charts display values in percentage even after updating the report to display in numbers.

Requests :

  • SD-92043 : Multiple request detail snippets are shown simultaneously while hovering over requests in list view.
  • SD-93052 : In some cases, an error occurs while modifying a dependency in the dependency mapping page.
  • SD-93086 : Error thrown on duplicating requests/changes when the request or the Planning tab in change contains attachments and the file attachment path is updated with a non-default location.
  • SD-93248 : The tab key inadvertently selects fields from top-to-bottom instead of the expected left-to-right direction.
  • SD-93250 : Both request closure and request cancellation notification mails are sent when a request is canceled.
  • SD-93252 : Task Completion icon in request list view is not legible.
  • SD-93358 : Inline images added to a request's resolution by pasting into the editor appear broken.
  • SD-93449 : Able to add cyclic dependencies for requests.
  • SD-93493 : While creating requests, assets owned by the user are not loaded properly based on the asset name if there are more than 100 assets associated with the user.
  • SD-93586 : Request Field And Form Rules are not executed when Approval status field is set as the condition.
  • SD-93587 : Site field is not set via Field And Form Rules if the field value is loaded dynamically.
  • SD-93637 : On changing the template of an ongoing request to a template with the same Request Life Cycle, the request status is reset to that of the starting node of the Request Life Cycle.
  • SD-93696 : Uploading a request resolution with only images throws an error when the resolution field is marked as mandatory.
  • SD-93752 : When adding/editing a request, the help text displayed on hovering over the info icon of a particular field hides the field contents. The issue occurs only when the field is on the right side column of the request form.
  • SD-94099 : The options in default system fields are not listed in alphabetical order during template preview and while adding/editing a request.

Assets :

  • SD-92961 : Need to remove IP address and network details of assets added in/moved to disposed state.

CMDB :

  • SD-92549 : Error thrown while updating CI via CMDB API if the criteria contains a string ending in double quotes.
  • SD-93142 : Unable to modify CI type when more than 20 CIs are selected from the CMDB list view.
  • SD-93378 : Unable to import software relationships from XLS files if the technician is not associated to any site or if the software name is similar to any CI name.

Purchase :

  • SD-87726 : Required By field name is translated wrongly in Purchase module in Spanish setup.

Admin :

  • SD-82740 : Service Level Agreements are missing in templates copied from an existing template.
  • SD-84550 : Searching for users in the user list view does not fetch any results if the keyword is exclusively numeric and user records contain numeric additional fields.
  • SD-91646 : The default location of the file attachment pathway is rendered incorrectly.
  • SD-91649 : Password is not mandated further during scheduled CSV User Import.
  • SD-92048 : When custom trigger notification templates are configured with Organization Roles, notification emails are not sent if the Organization Role's associations were imported via XLS files.
  • SD-92649 : In some cases, clicking on the ellipses icon in the Users page to view the total count of users throws "Extra Key found in JSON" error.
  • SD-93151 : Insert Link option isn't working in the description part of resource questions in service template.
  • SD-93289 : In RLC, additional fields are not displayed in the criteria section of the UI.
  • SD-93305 : Unable to add an email ID that contains an apostrophe (') symbol in User/Technician form.
  • SD-93570 : Syncing between ServiceDesk Plus and Analytics Plus fails after upgrading to build 11139.
  • SD-93578 : When editing live chat settings, switching between Exclude/Include in Chat Criteria removes the existing field values.
  • SD-93581 : Custom widgets appear with incorrect size in Self service portal when the Home page is accessed from the Requests tab and the widget is untitled.
  • SD-93643 : Periodic sync in Advanced Analytics fails for setups without Asset license.
  • SD-93669 : Custom Schedule Scripts triggered using query reports fail when the query contains a longtodate function.

Reports :

  • SD-64324 : Rendering issue occurs with charts when reports are converted from Stacked Bar Chart 2D/3D to Bar Chart 2D/3D.
  • SD-89400 : Query with the keyword "Similar" does not work in query reports.
  • SD-91768 : Advanced Analytics Sync fails if additional fields are created with the same name as that of the default fields in the respective Analytics module.
  • SD-92042 : Query with the keyword 'for xml path' does not work in query reports.
  • SD-93015 : Advanced filtering is not applied to problem requests in Reports when the logged-in technician has "All in Group & Assigned" permission associated with their role.
  • SD-93394 : In Windows environment, changes made to reports are not getting reflected in print preview and exports in file formats other than PDF.

11201

(Released on 09 April, 2021)

Issues Fixed :

General :

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

11200

(Released on 07 April, 2021)

Behavior Changes

  • SD-95451 : Search/sort in asset list views and CMDB list views of asset type is not supported. It would be supported in one of the future service packs.
  • SD-56663 : If the change request is canceled, tasks in In Progress state will be automatically moved to Canceled state.
  • SD-92908 : Approval/Approval Level addition will be restricted in change details page if a change workflow is associated with the change request.
  • SD-93506 : Image checkboxes are changed into normal input checkboxes for uniformity.
  • SD-90562 : Logout from SAML button will no longer be displayed by default while logging out from ServiceDesk Plus unless the Single Logout URL field is configured in the SAML settings.
  • SD-71913 : From this version, the extra parameters are not supported in V3 API operations (URLs starting with/api/v3). Sample extra parameters include : format, OPERATION_NAME

Asset UI Revamp

  • Instance Attribute will not be supported further for new assets/CIs and the attribute data for older assets/CIs will not be shown on the details page.
  • Disposed assets will no longer be displayed in list view and their count will not be included in dashboards.
  • The existing list view personalization will be removed for assets list view.
  • Users can now search up to 500 assets using global search.
  • Assets tab from the application header will now redirect to the assets list view. If the user has accessed the Assets tab earlier, the list view last seen by the user will be displayed.
  • Users can access the asset summary from the Summary tab in the left panel.
  • Asset module links will now be opened as a pop-up window on the Dashboard.

Framework Upgrade Information

  • Mickeylite upgraded to version 4180.
  • Tomcat upgraded to version 9.037.

Enhancements

Change Workflow

  • Create a complete change life cycle, along with its stages, conditions, switches, notifications, approvals, and field updates in a workflow by using a graphical editor. You can create general or emergency workflows and associate them to change templates to establish the workflow process of various change templates. Click here to learn more.

    Column changes under Change module related table schema

    The table and column names related to the Change Workflow are updated so using old table/column names will throw an execution error. While generating reports, query using the updated table and column names.

    Refer below for updates in the Change Workflow Data Model :

    BEFORE MIGRATION

    AFTER MIGRATION

    Table

    Column

    Table

    Column

    ChangeWF_Definition

    ATTACHMENTID

    Workflows

    ATTACHMENTID

    NAME

    WORKFLOWNAME

    DESCRIPTION

    DESCRIPTION

    ISDEFAULT

    ISDEFAULT

    ISEMERGENCY

    TYPE

    ISDELETED

    ISDELETED

Telephony Integration

  • Integrate ServiceDesk Plus application with your organization's telephony server such as Asterisk or Avaya to enable call notification pop-ups within the application. The feature is only available in the enterprise edition. Click here to learn more.

SDF-89373, SDF-81168, SDF-89372 : Asset UI Revamp

    Asset list view, details page and CMBD list view UI revamped for ease of operation and improved performance.

  • Bulk-edit is now supported for assets in Assets and CMDB list view.
  • The User Interface of the Assets list view and details page are updated based on V3 API.
  • Users can now filter assets using Custom Filters from the list view.

Session Management in Mobile App

  • Allow automatic generation of API Key option has been removed from Self-Service Portal Settings/Application Settings.
  • Users can now login into the mobile app without generating the technician key.
  • You can now configure session idle timeout for the mobile app under Admin/ESM Directory >> General Settings >> Security Settings. For fresh installations, the default idle timeout for the mobile app will be set to 30 minutes.

Request Report enhancements

    While generating custom reports,

  • A report type called Request Metrics Report is introduced to provide cumulative data of completed requests based on certain grouped request values.
  • Request Tasks are newly added as a sub-module under Tasks.
  • Users can now generate request reports using all request properties mentioned on the request details page and also using derivative request properties based on SLA violations/on hold time/unassigned time/request age.
  • New columns are added to request reports.
  • To learn more, click here

Associated Task Closure for Changes

  • The associated tasks of a change will be canceled if the change is canceled.

Chat Enhancements

  • Technicians can now leave an ongoing group chat/collaborators chat.
  • Use the manage option to remove existing collaborators, add technicians apart from collaborators, or edit the title of a collaborator chat. Click here to learn more.

Key Manager Plus Integration

  • Automatically log requests based on SSL Certificate alerts raised in Key Manager Plus for expiry or vulnerability.
  • Remotely deploy SSL Certificates or initiate Vulnerability Scan.
  • Remotely renew self-signed certificates or Microsoft CA certificates.
  • Sync certificates from CMDB with Key Manager Plus.
  • To learn more about this integration, click here

Mandate Approval Comments

  • You can now mandate comments for request approvals. SDAdmins can enable this option under Admin >> Self-Service Portal Settings. For ESM setups, the OrgAdmins can enable this option for a specific instance under Admin >> Self-Service Portal Settings.

Last successful/unsuccessful login date

  • Users can now view their last successful/failed login attempt details as a banner upon logging into the application. The banner will auto-close after 10 seconds.
  • If multiple login attempts are made into an user account when a user session is already active, a warning message will appear on the banner across all ongoing user sessions. This banner can only be closed manually.
  • The details regarding a user's last successful/failed login attempts will be present under the Logout section.

SDF-90182 : UPN-based login is now supported for SAML authentication.

Issues Fixed

Vulnerability

  • SD-93706 : CVE-2021-20080 : XSS vulnerability in IP address field reported by Chris

Home

  • SD-94054 : Technicians assigned with AnnouncementConfig role are unable to add/edit announcements.

Requests

  • SD-92875 : IP address is not captured in request history while creating requests in build 11138 and higher.
  • SD-89582 : In MSSQL setup, technicians are unable to export the requests assigned to their group from request list view when they are associated to a custom role with 'All in group & Assigned to Technician [Requests and Changes only]' permissions.
  • SD-84584 : Under Admin >> Service Catalog >> Service Level Agreements, unable to associate templates to a Service Level Agreement after re-ordering the templates.

Solutions

  • SD-84039 : Images of SVG type are not supported.

Assets

  • SD-61966 : Duplicated columns are displayed on the workstation list view page in Professional Edition.
  • SD-92501 :In the list view of any IT Asset, clicking New Scan before the list is fully loaded throws an error.

Admin

  • SD-90160 : Users can now logout from SAML when logged in using their email address.

General

  • SD-94122 : In some pages, Site, Group and Technician field names are mistranslated in Polish language personalization.

11150

(Released on 31 January, 2022)

Issue Fixed :

Vulnerability:

11149

(Released on 03 December, 2021)

Issue Fixed :

Vulnerability:

11148

(Released on 26 November, 2021)

Issue Fixed :

Vulnerability:

11147

(Released on 27 September, 2021)

Issue Fixed :

11146

(Released on 14 September, 2021)

Issue Fixed :

11145

(Released on 22 July, 2021)

Issue Fixed :

Vulnerability :

11144

(Released on 09 April, 2021)

Issues Fixed :

General

11143

(Released on 01 April, 2021)

Issues Fixed :

Mobile App

11142

(Released on 26 March, 2021)

Enhancements :

Issues Fixed :

Vulnerability :

Requests :

Changes :

Admin :

General :

11141

(Released on 12 March, 2021)

Behavior Changes :

Enhancements :

Issues Fixed :

Vulnerability :

Dashboard :

Requests :

Tasks :

Changes :

Projects :

Assets :

CMDB :

Purchase :

Contracts :

Admin :

Reports :

Mobile App :

General :

11140

(Released on 19 February, 2021)

Issues Fixed

Vulnerability :

Requests :

Changes :

Assets :

CMDB :

Purchase :

Admin :

Reports :

General :

11139

(Released on 1 February, 2021)

Framework Upgrade Information

Enhancements

Issues Fixed

Vulnerability

Dashboard

Requests

Solutions

Admin

General

11138

(Released on 25 January, 2021)

Behavior Changes

Enhancements

Issues Fixed

Requests

Problems

Changes

Admin

Reports

11137

(Released on 13 January, 2021)

Issues Fixed

Agent

11136

(Released on 08 January, 2021)

Enhancements

Issues Fixed

Requests

Problems

Changes

Admin

Community

General

11135

(Released on 31 December, 2020)

Enhancements

Issues Fixed

Home

Requests

Assets

Purchase

Contracts

Admin

Reports

General

11134

(Released on 18 December, 2020)

Issues Fixed

Vulnerability

Home

Requests

Problems

Assets

Admin

Reports

General

11133

(Released on 04 December, 2020)

Behavior Changes

Enhancements

Issues Fixed

Vulnerability

Home

Requests

Changes

CMDB

Purchase

Contracts

Admin

Mobile App

11132

(Released on 19 November, 2020)

Enhancements

Issues Fixed

Vulnerability

ESM Directory :

Dashboard :

Requests :

Tasks :

Projects :

Admin :

Reports :

11131

(Released on 03 November, 2020)

Behavior Changes

Enhancements

Issues Fixed

Vulnerability

Requests

Changes

Solutions

Assets

CMDB

Purchase

Admin

11130

(Released on 27 October, 2020)

Behavior Changes

Enhancements

Issues Fixed

Vulnerability :

Requests :

Changes :

Solutions :

Admin :

General :

11129

(Released on 08 October, 2020)

Behavior Changes

Enhancements

Issues Fixed

Vulnerability :

Requests :

Projects :

Solutions :

Assets :

CMDB :

Admin :

Reports :

General :

11128

(Released on 29 September, 2020)

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

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

Issues Fixed

Requests

Admin

General

11012

(Released on 22 July, 2021)

Issue Fixed :

Vulnerability

11011

(Released on 07 January, 2021)

Issue Fixed :

Vulnerability

11010

(Released on 02 January, 2020)

Behavior Changes :

  • SD-49108 : Pending request count for a particular requester will be displayed under Actions >> View Requests by Requester, requester details section in request details page and near the requester field in the request add page.

Enhancements :

  • SDF-83058 : Option to rename the default IT instance name.
  • SDF-83784 : Option to delete a workstation/server or move to Disposed/Expired state, if the asset is not scanned for N days.
  • SDF-83706 : Font sizes 8 - 16 added to the HTML editor.
  • SDF-83417 : Global search now allows you to search configuration items by name, type, and site.
  • SDF-83785 : Option to skip adding unknown assets by unchecking Add unknown Asset under Admin -> Scan Settings.

Issues Fixed :

Vulnerability

  • SD-80684 : Weak SSL ciphers vulnerability.
  • SD-77123 : CSRF vulnerability in non-login pages.
  • SD-83942 & SD-83943 : Passive mixed content vulnerability.
  • SD-83959 : CVE-2020-6843 : Reflected XSS vulnerability in the Reports module.
  • SD-83133 : CSRF vulnerability occurs when actions are performed on solution topics under Solutions >> Manage Topics.
  • SD-83941 : Information disclosure vulnerability in JIRA integration.

Home

  • SD-83896 : Under Home >> Scheduler, scheduled problems are displayed for technicians even after the application is downgraded to the Standard edition.

Requests

  • SD-83289 : Regardless of the option selected in the close wizard, the right panel displays Closed without Requester's acknowledgement when a request is closed.
  • SD-83718 : Status update is not reflected in the Onhold status scheduler popup if RLC is configured for the request.
  • SD-81126 : Unable to preview PDF attachments in Approval page.
  • SD-78956 : If attachments in incoming emails (new requests and request conversations) are dropped due to size limit, the email sender will be notified.
  • SD-83948 : Requester detail gets truncated instead of getting wrapped in the right pane of the request details page.

Assets

  • SD-83780 : Zero installation software removed from scanned software in software list view.
  • SD-83712 : An error is thrown when updating Windows Agent Configuration settings in non-windows OS
  • SD-83225 : The correct application architecture (32 bit or 64 bit) is now displayed in the healthmeter under the community tab.
  • SD-83782 : Error thrown while rendering Unknown OID list when sysDescription value is null.
  • SD-83778 : While scanning the assets, Graphic card info is not fetched from Linux Machines
  • SD-83777 : Unable to connect to SNMP devices using SNMPv3 credentials on MIB Browsers.
  • SD-84174 : After a configuration item (CI) of the default OS-based CI type is deleted, CIs under other default OS-based CI types couldn't be edited.

CMDB

  • SD-84188 : Under CMBD, you can now stop seeing the business view tutorial by clicking Skip.

Admin

  • SD-83914 : Unable to save more than 250 characters under Email Address in the incoming mail server settings.
  • SD-84173 : Under Admin >> Credentials Library, additional encryption protocols namely AES256 and AES192 are made available for SNMP V3 credentials.
  • SD-84091 : Under Admin >> SNMP Configurations >> Configure product for unknown sysOID, users could duplicate models across different product types.
  • SD-83781 : Under Admin >> SNMP Configurations >> Device Identification, you can now configure Model OID for SNMP devices.
  • SD-84123 : Conditions containing resource questions/service category specific additional fields (applicable to service FAFR) or tasks (applicable to incident and service FAFR) are removed while converting a service/incident field and form rules into a global field and form rules.

Reports

  • SD-83165 : In some query reports, columns couldn't be sorted in ascending or descending order.

General

  • SD-83884 : Global search from the home page redirects to Solutions module in non-english setups.
  • SD-84148 : The Chat icon is displayed for requesters even when Live Chat is disabled.
  • SD-84023 : Mail fetching stops after processing an incoming email with an existing workstation's IP address in the header.

11009

(Released on 18 December, 2019)

Enhancements :

  • SDF-83398 : In reports, default reports of Computers with less/more than 256 MB RAM are replaced with Computers with less/more than 4 GB RAM.

Issues Fixed :

Vulnerability

  • SD-83136 : CSRF vulnerability in base currency of Purchase Orders.

Requests

  • SD-80481 : In some cases, error message thrown while viewing the print preview of Archived requests.
  • SD-78523 & SD-78486 : Performance issue in Data Archiving and Auto-close.
  • SD-83057 : Error occurs when choosing Request type as a criterion under custom filter.
  • SD-83853 : Date filter in custom view is not as configured.
  • SD-83328 : Error occurs if a resolution with more than 100 characters is submitted.
  • SD-83389 : Request id is not mentioned in auto_close operation failure system log.

Changes

  • SD-82529 : The print button is missing in the print preview page of change request.
  • SD-79033 : When replying to change conversation, the To and CC fields are not populated automatically.

Assets

  • SD-83352 : Performing an API call to modify any asset field also modifies the Total Memory Size and Virtual Memory of the asset.
  • SD-78118 : When technicians edit details of an asset assigned to them, an incorrect notification mentioning that the technicians have returned the asset is sent out.

Purchase

  • SD-82969 : Received quantity of a purchase request differs from the quantity in the purchase order when the license gets exhausted in-between the receiving process.
  • SD-83397 : The value entered in Russian language in the Created by field of a purchase request is displayed as special characters in the approval notification.
  • SD-83365 : In purchase orders, alert message on entering invalid price does not close until the page is refreshed.

Admin

  • SD-75830 : Changes in list view of Business rules under default site are not reflected in the copy site.
  • SD-83351 : Unable to add FAFR to change template when the ID is shared by a service template.
  • SD-76552 : The Site field is not updated to the change template if the default location of site field is occupied by another field.
  • SD-83242 : New organizational units imported from AD are hidden in ServiceDesk Plus if the Domain Controller's letter case had been changed during the import.
  • SD-82776 & SD-83766 : Improved the French translation of a few admin configurations.
  • SD-83250 : Task notifications are not sent if Exchange Web Services (EWS) is configured in outgoing mail server settings.
  • SD-83088 : Under Admin >> Notification Rules >> Contracts, saving message ID in the notification table throws a null pointer exception.
  • SD-83719 : Technicians imported from the Active Directory via scheduled import are auto-assigned with SDGuest role.
  • SD-82710 : Editing the asset details of a user triggers an inappropriate email when the option Notify user when an asset is disassociated from the user is enabled under Admin >> Notification Rules.
  • SD-82981 : Assets under custom product types are not getting synced in Analytics plus integration.
  • SD-83063 : Exception occurs while updating a support group which is associated with a template and also when a support group is given a name which is greater than 50 characters.
  • SD-83252 : Performance issue occurs while loading the tabs.
  • SD-83415 : On enabling the option Alert group members by e-mail when leave is marked for a technician under Admin >> Notification Rules >> Request >> Technician Notifications, the notification is sent only to the first technician in the group with the recipient field having repetitions of the mail address.
  • SD-83792 : Translation error: End Date text is displayed instead of To in Japanese language under Request Life cycle.
  • SD-83288 : Unable to add more than 250 characters in the request closure comment field.

Reports

  • SD-80107 : When we choose incident or service request filter in reports, the resolved time is displayed twice.

General

  • SD-83082 : In certain cases, the backup fails due to connectivity issues.
  • SD-83200 : Unable to run the changeDBserver command in console mode when the application is running in https mode.
  • SD-83721 : Unable to start the server as a FailOver Service after applying the ESM license.

11008

(Released on 12 December, 2019)

Behavior Changes

  • SD-84068 : Under Admin >> Discovery, Audit Settings is now renamed as Schedule Scan.

Enhancements

  • SDF-83306 : Going forward, the configurations required to send mobile push notifications will be customizable.
  • SDF-80660 : The summary by column in custom reports will include decimal values.

Issues Fixed

Vulnerability :

  • SD-83077 : CSRF vulnerability in change request deletion.
  • SD-83074 : CSRF protection added while sending approval emails to technicians.
  • SD-83076 : CSRF protection enabled for approval emails validation.

Home :

  • SD-83292 : Unable to close tasks from the home page if the 'Closed' status has been renamed.
  • SD-83186 : The self-service portal customization page displays the option to raise a service request in standard and professional editions.

Dashboard :

  • SD-78988 : Under Dashboard >> Helpdesk, the legends in some widgets are misaligned.

Requests :

  • SD-83279 : In technician login, history of deleted tasks is not captured in the request history when then task is deleted by a technician with permission to delete request task.
  • SD-78284 : Total Time Taken of work logs is sometimes not the summation of individual work logs.
  • SD-83227 : Auto-saved draft of a request reply displays the cursor in the beginning of the message.
  • SD-83238 : Unable to search with resolution fields using Advanced Search in Request module.
  • SD-83873 : Paste operation in the editor is executed twice when the content is copied from other tools like MS Office and MS Outlook.

Changes :

  • SD-83369, SD-81394 : Scroll bars in change list view are not visible in chrome.

Projects :

  • SD-82999 : In some scenarios, the tasks under a milestone are imported directly into the project or another milestone.

Solutions :

  • SD-83392 : The application performance has been improved in the solution list view.

Assets :

  • SD-83913 : Agent : SSL security certificate upgraded for agent-server communication.
  • SD-78583 : Unable to import CSV files of assets with empty numerical fields.
  • SD-80905 : In the professional edition, under Actions in purchase orders, the Associate Service Requests button is displayed even though the service catalog is not purchased.
  • SD-82446 : Unable to resize the Available CIs column when adding relationship to an asset.
  • SD-78541 : A dynamic asset group configured for the 'server' product type does not include servers of the 'workstation' product type.
  • SD-82966 : Error occurs after copying a workstation and reopening the details page of the copied workstation.

Purchase :

  • SD-81734 : In the purchase order list view, POs due in next 7 days and POs due in next 30 days filters include rejected, canceled, and closed purchase orders.

Contracts :

  • SD-73561 : The print preview of contracts does not include Description and Support fields.

Admin :

  • SD-83234 : When customizing the email template for comment notifications in Admin >> Notification Rules >> Tasks, including the Project/Milestone/Task owner's name displays the owner ID.
  • SD-83387 : Upon upgrade, some technicians configured under Admin >> Users >> Technician Auto Assign >> Exclude following technicians are removed. The issue occurs only if more than 35 technicians have been excluded from the auto-assign configuration.
  • SD-83130 : Unable to restart mail fetching when EWS is used.
  • SD-82942 : Spam filter criteria that includes Description does not work.
  • SD-82873 : LDAP authentication fails if 'CN' was mapped to any field during user import through LDAP protocol.
  • SD-82561 : Request custom menu list view does not display more than 10 entries.
  • SD-83383 : Unable to add additional fields in the Admin tab.
  • SD-79005 : Preventive Maintenance tasks scheduled for the same time are not executed properly.
  • SD-83410 : Unable to save custom trigger after selecting a notification template in Admin >> Custom trigger >> Email notification.

Reports :

  • SD-80738 : Croatian characters are not displayed in reports.
  • SD-76078 : While generating custom reports, the advanced filtering lists requesters in the technician's column.
  • SD-82836 : Issues in replacing old schema to new schema in Query reports.
  • SD-82943 : In IE, an inappropriate error message pops up when the Reports module is used.
  • SD-82437 : Issues while generation reports due to the presence of single quotes in additional field names.

Community :

  • SD-82849 : In the System Log Viewer, you can now view the details of a successful user import through LDAP.

General :

  • SD-80408, SD-76175 : Unable to attach files having [] and {} in the file name.
  • SD-80923 : HTTP to HTTPS redirection settings are not retained after the upgrade.
  • SD-83038 : SAML single sign-on option is not supported for integrated live chat.
  • SD-82150 : Dynamic notification count is not shown on the bell icon for non SDAdmin users.

11007

(Released on 03 December, 2019)

Behavior Changes

  • SD-33420 : Improved a few tooltips displayed under Helpdesk Dashboard >> Requests Closed in Last 20 Days and Requests Received in Last 20 days for better clarity.
  • SD-83060 : Provision to add a new remote control is discontinued.

Enhancements

  • SDF-80742 : Service catalog templates under a single service category will be expanded on clicking the service category in the list view and card view layout.
  • SDF-83138 : When a new owner is added to a portal, the existing portal owner will be notified through email and broadcast. The Orgadmin can add any owner to any instance.

Issues Fixed

Vulnerability :

  • SD-81637, SD-77407 : A DOS vulnerability is found in the attachments section.
  • SD-57988 : SLA applied to a service request is not automatically updated when the request is edited.
  • Dashboard :

    • SD-80798 : Requesters are not able to access the hyperlinks of certain widgets in dashboards shared with them.
    • SD-79497 : In Dashboards, the Requests by Technician widget lists technicians who are deleted or converted to users. This happens only when the corresponding request is in a custom completed status.

    Requests :

    • SD-81976 : Forwarding a technicians response on a request with $Description variable does not include the threaded content.
    • SD-76882 : When creating a service request from the incident request details page, template names with certain special characters are displayed as an empty line.
    • SD-80893 : Performance issues for requester login in Request list view filters.
    • SD-67759 : Reopening a completed request sustains the technician who is deleted or converted into a requester.
    • SD-77358 : Performing global search of requests without using the request ID displays inappropriate error message.
    • SD-83062 : Incident additional field's vertical orientation configured in templates is not maintained while creating a request using the same template.
    • SD-83189 : Help text are not displayed for a request's subject and description.
    • SD-82998 : In request email notifications, inline images of the request resolution are broken. The issue occurs only if the notification is sent after a status change that called for the 'Close Window' pop-up.
    • SD-82995 : Editing a request using global edit does not retain the previously added assets.
    • SD-82409 : When an email fetched by EWS is converted into a request, the EML and MSG files in the email are not saved as request attachments but rather appended to the request description.
    • SD-83709 : Changing the request status from Resolved to any pending status results in wrong Due by Time calculation.

    Assets :

    • SD-82992 : Web RDP is not shown under the remote control option in asset details page if the OS name does not contain the word Microsoft.

    CMDB :

    • SD-79892 : Disabled CIs are shown when we try to add a relationship for a CI under the CMDB tab.

    Purchase :

    • SD-73568 : Page crashes upon clicking Receive Items in Purchase Order.

    Admin :

    • SD-82712 : When the language is set to Japanese, importing category from CSV file displays an error.
    • SD-81127 : Unable to associate the template with RLC when the template name length exceeds 100 characters.
    • SD-76784 & SD-77881 : Whenever a non-OS based CI type like Application server or File server is scanned or its OS is modified manually the CI type of the device changes.
    • SD-76601 : Unable to reorder surveys if more than 10 surveys are configured.

    Reports :

    • SD-74128 : Purchase order Created date is available as Ordered date in Reports.

    General :

    • SD-83010 : Unable to create new users through SAML login When the domain is not available in ServiceDesk Plus.
    • SD-82793 : In some cases, an invalid certificate error is thrown when applying CA certified IdP certificate in the SAML configuration page.
    • SD-78409 : The default response code for auto redirection from HTTP to HTTPs is changed.
    • SD-83223 : The Apple push notification certificate is updated in this build.

    11006

    (Released on 25 November, 2019)

    Behavior Changes

    • The Recent Items option now has a new icon.

    Enhancements :

    • SDF-78122 : Zia, Zoho's AI assistant for business, has been implemented in ServiceDesk Plus. Zia inspects each incoming request and applies her learning to understand and respond to the user's needs. Currently, Zia can perform approval actions by using users' responses to the approval email.

      Configure Zia under Admin >> Zia Configurations

      Learn more about Zia

    • SDF-81210, SDF-78055, SDF-76301 : Chat Enhancements
      • You can now add hyperlinks to a chat.
      • You can now choose to include or exclude chat for sites, groups, and technicians under Admin >> Chat Settings.
      • Requesters can now close an unpicked chat which will be marked as a missed chat.
    • SDF-82636 : HTML editor added under Reply template.
    • SDF-79610 : Option to filter active/in-active/all templates.

      Admin >> Service Catalog

    Issues Fixed :

    Vulnerability :

    • SD-80748 : Content spoofing vulnerability in error message pop-ups.

    Requests :

    • SD-82653 : Technicians are not listed in the editor field for users with requester login.
    • SD-82827 : SDAdminusers are unable to close a service request in some scenarios.
    • SD-82035 : Field and form rule set on form load is not applied for select approvers field when adding a request or editing a request using the global edit option.
    • SD-71683 : Actionable buttons in the bottom of the work log section under the resolution of a request are given a floating design.
    • SD-76089 : Technician with request "view permission" can see the Add New Request button in the request list view.
    • SD-82996 : Editor focus is not set in Resolution tab in request details page.
    • SD-83123 : Deleted technician profiles are listed in technician dropdown of request module.

    Changes :

    • SD-83218 : Typing the change description displays the characters in the reverse order.

    Assets :

    • SD-82661 : Creating a product type with square brackets in its name leads to security related error while accessing an asset of that product type via the asset list panel.
    • SD-82510 : Unable to import asset data from CSV if the extension of the file contains uppercase letters.
    • SD-82686 : When importing an asset from CSV, the asset loan details are not retained.
    • SD-82830 : Values entered with line breaks in the asset/workstation multiline additional fields are displayed without the line breaks in the asset details page.
    • SD-81660 : Unable to create a relationship between any two CIs using "Runs or Runs on" relationship type from XLS.

    Admin :

    • SD-82638 : Service catalogs are getting reordered while trying to reorder incident templates within a specific service category.
    • SD-82637 : Reordering of service catalog templates is getting failed in some specific scenario.
    • SD-82822 : Service Catalog templates cannot be opened in different tabs by right clicking on the template name.
    • SD-78315 : In safari browser, on downloading the attachment from preview section the attachment file name is changed to 'true'.
    • SD-79528 : i18n key value is displayed in Request Life Cycle's discard changes window.
    • SD-70032 : In Admin >> Chat Settings, the drop-down list in Site, Group, and Technician fields closes after each entry.
    • SD-83308 : Unable to save the configurations under Admin >> Problem/Change Management >> Change Closure Rules.
    • SD-83212, SD-83305 : The Request notification rules are not getting saved.

    Community :

    • SD-81867 : Invalid link provided under Community >> Resources option.

    General :

    • SD-78866 : In request, problem, and change modules, hovering over the title after performing any action displays HTML tags along with the request details.
    • SD-83080 : In some cases, data backup of application migrated from 10.5 to 11000-11005 fails to restore.
    • SD-83137 : Due to partial deletion of resigned users data, some of the technicians profiles are migrated to 11000 as portal owners.
    • SD-83148, SD-83125 : Mail fetching stopped when a new user tries to raise a request.
    • SD-83262 : Due to usage of non-licensed SSO jar, only 25 technicians are permitted to log in.
    • SD-83224 : Upgrade fails when a setup has any retried or expired license in an instance.

    11005

    (Released on 07 November, 2019)

    Behavior Changes

    • Enabling SAML authentication will not disable Active Directory/LDAP authentication and vice versa.
    • Enabling SSO under Active Directory authentication will disable SAML SSO and vice versa.
    • SD-57988 : SLA applied to a service request is not automatically updated when the request is edited.

    Enhancements :

    • SDF-76315 : Request Details Page Customization

      Customize the Request Details layout by moving around the following :

      • Fields in the right panel
      • Resolution, Tasks, Worklogs, Approvals, Dependencies, Time Analysis, and History tabs
      • Description, Conversations, and Properties

      You can customize the Request Details layout from within any request details page.

    • SDF-57988 : Multi SLA

      Include multiple Service Level Agreements (SLAs) for service templates.

    • SDF-71102, SDF-71096 : Global FAFR

      Create Field And Form Rules common to all incident/service templates.

      To configure global field and form rules for incident templates, go to Admin >> Incident Management >> Field And Form Rules.

      For service request templates, go to Admin >> Service Catalog >> Field And Form Rules. Click here to know more

    • SDF-39461, SDF-46108, SDF-60895 : Backup Approver

      Add a backup approver for users to ensure seamless processing of approval actions even during the approver's unavailability.

      Home>>Backup Approver

    • SDF-70808 : Test Mail

      Test your mail server settings by sending and fetching a sample email.

    • SDF-83181 : SSP Themes

      Customize the requester self-service portal by using the newly added themes.

    • SDF-78285, SDF-77796 : Template Enhancements

      Option to copy and change an existing incident template as a service catalog.

      Option to inline edit the UDF options using the edit field pop-up under form customization.

    • SDF-82631 : View Support Logs

      Technicians with SDOrgadmin role can now view logs under Support >> Troubleshoot >> View Logs. The logs will be displayed as a text file in a new tab.

    Issues Fixed :

    Vulnerability :

    • SD-82765 : Prototype pollution vulnerability.

    Requests :

    • SD-82723 : When an excel table is pasted in the request description, it is pasted as an image instead of a table (only in Chrome).
    • SD-81270 : In some scenarios, the mandatory field values (for Request closing rules) in completed requests cannot be removed.
    • SD-82679 : Field and Form Rules with certain conditions are not applied.

    Changes :

    • SD-81388 : Search results in the Change list view reloads automatically to list all Changes.

    Admin :

    • SD-82354 : Under Admin >> Incident Managemet >> Chat Settings, choosing all the 100 sites from the drop-down list in Exclude chat for sites does not list the next available set of sites.
    • SD-82714 : Clicking the back button after adding/editing a role and then clicking the Add New Role button opens a window with the previously entered data.
    • SD-79198 : While adding a radio question in a survey, the order of options in the ranking list changes when the sort button is clicked but the ranking value does not change accordingly, resulting in incorrect survey report calculation.
    • SD-78412 : Emojis are not encoded properly in survey radio questions.

    General :

    • SD-82071 : While configuring the database in build 10500 and above, the username is configured as the database name hence an error message is thrown.
    • SD-82847 : Mail fetching is stopped when internet message headers are missing in an email.
    • SD-82660 : Encoding issues when logging using single sign-on (SSO).
    • SD-81174 : Unable to send announcements that contain URLs in some scenarios.
    • SD-82937 : The Performed by column name in the System log viewer is updated with an incorrect name.

    11004

    (Released on 01 November, 2019)

    Behavior Changes

    • The subject of email and SMS templates for business rules is now limited to 150 characters.
    • SD-80706 : When the request status is moved from resolved to any completed state, due by time will not be re-calculated.
    • SD-77362 : Global search for archived requests now includes Request ID and Default Search options.

    Issues Fixed :

    Requests :

    • SD-78697 : Custom text formatting used in notifications for add/update request operations is not preserved when the notification is sent.
    • SD-81261 : Recent Items is not updated when a request is opened from the left panel of another request details page.
    • SD-80834 : Group notification sent when a technician picks up a request or assigns it to another technician does not capture the request assignment details.
    • SD-71156, SD-72371 : If the logical operator 'OR' is used in advanced request search, it automatically switches to 'AND' in consecutive searches.
    • SD-83131 : If you add notes to a request and then spot edit any field, the notes replace the description.
    • SD-78701 : If you reply to a request while EWS is configured for the incoming mail server settings, the email address configured in the EWS gets auto-populated in the CC field.
    • SD-81274 : Service requests in which the technician is mandated and assigned after approval are not closed upon rejection, as defined in the request closing rules.

    Assets :

    • SD-81379 : Technician with due permission is not able to exclude a workstation from a scan.
    • SD-81387 : If several assets are disabled for scan, the system might encounter an Out Of Memory (OOM) error during a scheduled scan in some scenarios.
    • SD-82445 : Clicking on the "Add New Network" button while attempting a new asset scan leads to an error.
    • SD-82633 : Unable to push AE data to central server when the proxy is configured.
    • SD-80661 : VMware machine's hard disk details are not fetched in workstation scan.
    • SD-82641 : Issue occurs when two machines are scanned using an agent scan as the auth token generated is same for both the machines.
    • SD-82721 : Linux machines are not scanned in some scenarios.
    • SD-80898, SD-81992 : An inappropriate error message is displayed upon searching an asset in the global search.
    • SD-82453 : After successful completion of the SCCM scan, the acknowledgement message is not displayed.

    Admin :

    • SD-81453 : Under Admin >> General Settings > Data Archiving >> Allow Exception, deleted criteria is restored.
    • SD-82116, SD-82715 : Unable to update e-mail and SMS templates for Business Rules.

    11003

    (Released on 29 October, 2019)

    Issues Fixed

    Vulnerability

    • SD-82310 : Privilege escalation vulnerability occurs after Endpoint Central (formerly Desktop Central) is integrated with ServiceDesk Plus.

    Requests :

    • SD-74804 : Closed/resolved/on-hold requests are reopened on receiving bounced/auto-generated emails.
    • SD-82349 : The solution suggest window is not properly aligned.
    • SD-81360 : Unable to update the status of a request by using the RLC transitions in the details page if a dependency script is executed on form load.
    • SD-80323 : If you edit any description or request resolution and save without any changes, an entry is created in history.
    • SD-77469 : Improved the message displayed when a technician clicks a linked request that is beyond the technician's scope.
    • SD-82223 : Notifications are not sent to the email addresses added under the E-mail ID(s) to Notify field of request forms if incoming mail server settings are not configured.
    • SD-82477 : If there is any exception or negate action performed for an SLA Escalation action, then the schedule goes into a loop trying to process the same request again and again.

    Changes :

    • SD-67811 : Unable to add or "No response" error occurs while adding Risk, Reason for Change, Change Roles, Change Stage, and Change Workflow to a change.
    • SD-73346 : Incorrect Email notification content is sent for notifying change owners and incident requesters on the addition of a new incident to a change.
    • SD-75303 : Viewing the change calendar in the Week view and swapping the change list filters thrown a 'Null' alert.
    • SD-75305 : In change conversations, if an attachment has special characters, it gets removed from the mail.
    • SD-78934 : Unable to update a change template when the assigned technician profile is deleted.
    • SD-78974 : A technician with view access restricted to a group cannot create changes outside the group.
    • SD-80265 : The "Auto-approve change request when all CAB members recommend it" option stays checked when editing the workflow in Change Management.
    • SD-80739 : A technician with complete access to change and associated to a particular site is not able to select a change approver for the associated site.

    Projects :

    • SD-82012 : When projects are imported from MS projects, the schedule start time is same for all the associated tasks.
    • SD-82235 : When associating a change to a project, the All Changes filter lists only the open changes.

    Tasks :

    • SD-82401 : Task filters are shown in English even after choosing a non-English language as the default browser language.

    Solutions :

    • SD-80726 : Solution expiry schedule does not work after applying the ppm on any build over 10005 or below.
    • SD-76330 : The Last updated on time in a solution is getting updated every time the solution is opened.
    • SD-77567 : The APIs corresponding to Solution Module failed to work after the 10005 update.

    Admin :

    • SD-81316 : In scheduled LDAP import for two domains, the empty fields of a user in the second domain gets updated with the fields of the corresponding user in the first domain.
    • SD-79749 : Spam filter select pop-up is not closing automatically after clicking the Save button.
    • SD-82630 : In few cases users are unable to edit request templates.
    • SD-81385 : The browser default language does not apply to the conditions and the actions in the field and form rules.
    • SD-75840 : In the request life cycle pop-up window, the template association section contains an inapt title.
    • SD-81411, SD-82180 : The Complete Json File is not accessible from Custom trigger Script when SDP is installed under Program Files.

    General :

    • SD-81994 : Unable to preview the PDF attachments if the file extension name is in the Uppercase.
    • SD-82478, SD-81276 : Unable to go back to the search results after opening an entity's details page.
    • SD-81488 : The size of the 'backupfilepath' column in the 'backupschedule' table has been increased to the maximum size defined in the database.
    • SD-77617 : After the application data is restored through the command prompt, the command prompt does not close.
    • SD-81709 : Unable to login via SAML when the application runs in the default http and https ports.
    • SD-81232 : Non-English users logging in through the Internet Explorer face an error stating "Error while fetching domain".
    • SD-80235 : Backup failure occurs when a file is saved as "blog" in the inline images folder.
    • SD-78399 : The mail to link in the email notification does not invoke the default mail client page.
    • SD-80048 : Wrong translation for the word Others in the Swedish language setup.
    • SD-78548 : Error in email parsing when the XML response contains the characters '&' or '#'.
    • SD-78048 : During integration with Endpoint Central (formerly Desktop Central) /Mobile Device Manager Plus, accessing the Mobile Device Manager tab displays inappropriate error message.

    11002

    (Released on 11 October, 2019)

    Behavior Change

    • SD-79214: In Reports list view page, public query reports are listed for technicians without permission to create query reports.

    Enhancement

    • SD-77786: Help text provided for request fields will be displayed upon hovering over the field.

    Issues Fixed

    Requests

    • SD-76409: In versions 10000 and later, the API response of Request details for Sites and Department properties is null if the database value is a hyphen (-).
    • SD-80621: Dependency map was unavailable to technicians to whom dependent tickets were already shared.
    • SD-80902: Navigation buttons in the Merge window do not display the relevant results during search.
    • SD-81150: Custom trigger is not working if two python scripts are invoked in parallel.
    • SD-82253: Privilege escalation vulnerability in notifications under request module.
    • SD-75321: When creating a request via quick create, multiple requests are created on clicking the Save button multiple times.
    • SD-70666: In service requests with pre-configured approvals, approval stage/s are not created if the organization roles added as approvers are not associated with any users.
    • SD-74684: The approval notification configured to be sent upon a service request creation will now contain the system as the sender.

    Solutions

    • SD-82034: The Solution Add and Edit forms will support field resizing alike.

    Admin

    • SD-82746: Unable to add user when the email ID contains special characters.
    • SD-80889: The field and form rule configured to remove options from the Group field does not work in requests and changes.
    • SD-81282: In request templates, bulk addition of options is supported for all Multi Select and Pick List additional fields.
    • SD-81190: Any custom SSP message in Japanese is garbled in the service catalog page.
    • SD-81380: Service templates with a resource description exceeding 200 characters couldn't be saved. The character limit has been increased to 1500.
    • SD-82348: Remote code execution (RCE) vulnerability during SCCM scan initiation (CVE-2019-19034) reported by Sahil Dhar (xen1thlabs).
    • SD-82224: In Advance Analytics integration, Instance/Scheduled sync fails even after successful completion of initial sync.
    • SD-82763 : Unable to add general instructions in service templates for technicians and requesters simultaneously.

    Reports

    • SD-70572: Newly generated report automatically scrolls to the bottom of the page.
    • SD-71475: In non-English language setups, when a Report is generated with the date criteria, the date appears in the report having both the From and To in English.
    • SD-79593: On generating reports, single quotes in the description fields across modules is replaced with its relevant ASCII code.
    • SD-80136: Exporting a matrix or advanced matrix report into a PDF does not contain the page margins.
    • SD-81104: Remote Code Execution(RCE) vulnerability in reports module.
    • SD-81194: In some scenarios, multiple scheduled reports generated on the same time contain incorrect report titles.
    • SD-81196: In some scenarios, unable to run reports with null in the query.

    11001

    (Released on 04 October, 2019)

    Issues Fixed

    Request

    • SD-81249, SD-80324 : Description of a request is not properly visible from the details page if fonts with different colors and formats are used in it.

    Asset

    • SD-76470 : In Asset Loan, changing the timezone results in mismatch of loan dates.
    • SD-78392 : Zero (0) is not accepted as a value in the asset additional field pick list.
    • SD-80736 : Inconsistency in the order of fields during CSV import of assets.
    • SD-81610 : In Assets >> Barcodes >> Print barcodes, clicking the print button displays the page instead of the barcode preview. The issue occurs only in Firefox and Internet Explorer.
    • SD-81932 : In Assets, the height of the Groups widget is inappropriate.
    • SD-82002 : When we add assets by generating our own barcodes and then try scanning them, the generated barcodes get dissociated from these assets but continue to persist in the database as orphan values.

    Purchase

    • SD-80931 : In Purchase request notification, after approval action, the notification is sent to approvers & Created by mail IDs instead of notifying the purchase request's technician.
    • SD-81123 : Able to modify the quantity ordered value lesser than the received quantity value in purchase orders.

    Contract

    • SD-80900 : Contract expiry notifications are sent even after disabling them.

    Admin

    • SD-82669: User Criteria configured under Admin >> Users do not work when the application is viewed in any non-English languages.

    Others

    • SD-80908: The text line is overlapped by the next highlighted text line in HTML editor across modules.
    • SD-82551, SD-82459: Header is not visible , if the bundled administrator or guest login name is modified.
    • SD-82681: After the upgrade, if there are any old unsent feedback submitted through Product OverView >> Feedback form, the license switches to Enterprise version.

    11000

    (Released on 30 September, 2019)

    Behavior Changes

    In the following table, we have documented the behavior changes between the upgraded Version 11 and Versions 10.5 and earlier.

      Feature Version 10.5 and earlier Version 11 (ESM)
      Users

      Naming Conventions

      Requesters and Technicians

      Users

      User Additional Fields

      Unlimited

      Maximum limit: 250 across instances.

      AD Import

      Users with attributes mapped to a Pick List additional field are added dynamically.

      Users with attributes mapped to a Pick List additional field will not be added, and the import will fail.

      For such cases, the possible values for the Pick List additional field must be already added before the AD import can happen.

      Roles

      SDSiteAdmin

      Assign to any Technician, even when no sites are configured.

      Role will be available ONLY when sites are configured.

      After migration, when no sites are configured, the All Modules role will perform all SDSiteAdmin tasks. When new sites are added, the SDSiteAdmin role will become available.

      View Technicians across all sites.

      View all Users/Technicians associated with sites mapped to SDSiteAdmin.

      Convert any Technician to Requester.

      Convert as Requesters only the Technicians associated with sites mapped to SDSiteAdmin.

      Associate departments across any site to a Requester.

      Associate departments to Users in sites mapped to SDSiteAdmin.

      Unable to change Requesters to Technicians.

      Change Users to Technicians.

      Advanced Permissions>>Adding Requesters

      Add fine-grained permissions.

      Not available.

      Technicians>>Adding Requester

      Can add new requesters.

      Not available.

      CMDB

      CI Types

      Referred as People, Requester, and Technician.

      Replaced with Users.

      Child CI Types

      Create Child CI types for Requesters and Technicians.

      Create Child CI types for Users.

      API

      Change as Technician

      Unable to change Requesters to Technicians.

      Change Users to Technicians in bulk.

      Operation

      API V2

      API V3

      Requester/ User

      http://localhost:8080/sdpapi/requester

      http://localhost:8080/api/v3/users

      Technicians

      http://localhost:8080/sdpapi/technician

      http://localhost:8080/api/v3/technicians

      User CI (CMDB)

      http://localhost:8080/api/cmdb/ci

      http://localhost:8080/api/v3/users

      Requester Servlet API

      http://localhost:8080/servlets/RequesterServlet

      http://localhost:8080/api/v3/users

      Technician Servlet API

      http://localhost:8080/servlets/TechnicianServlet

      http://localhost:8080/api/v3/technicians

      Reports

      Flash Reports

      Available

      Not Available.

      Custom Reports

      Generate Technician-related reports.

      Not Available.

      Self Service Portal

      Requesters are allowed to: Edit/View profile

      The My Details tab available for the Requester.

      Replaced as My Profile and available under the user icon.

    • Admin configurations in ServiceDesk Plus 11 are reshuffled and grouped for better user experience.
    • Using old table names will throw an execution error. Under ESM, table names have undergone extensive changes. Therefore, while generating reports, query using the newly created ESM tables.

    New Features

    • SDF-42635: ServiceDesk Plus now brings you Enterprise Service Management (ESM), which extends the best practices of IT service management (ITSM) to other business functions, such as Human Resources, Admin, Finance, and Facilities.
    • SDF-35387, SDF-39629: The SDAdmin can now color-code requests in the list view page, based on Category, Group, Priority, and Status. To configure the color settings, go to the request list view page and click Color Palette.
    • SDF-59809: Add Technicians as VIP User.

    Enhancements

    • SDF-76318: In the Request form, you can now search for requesters using these fields: Name, Email ID and Employee ID.
    • SDF-59939: Multiple email ID support now available for Technicians also.
    • SDF-81176: Allow Requesters to view or edit their Additional Fields. Configure under Self-Service Portal Settings.

    Issues Fixed

    • SD-74682: On deleting the administrator account, unable to save the changes made by the user with SDAdmin role in the dashboard, technician homepage, and self-service portal customization.
    • SD-82114, SD-82231: Editing a request from the request details page displays checkbox field values as plain text.
    • SD-53018: In the request details page, the requester details displayed on the right panel now include the 'Reporting To' user.
    • SD-78475: Execution of FAFR defined for Requester field change is fixed.
    • SD-77948: Global Config requester search functionality fix.
    • SD-69847: The Search button in the Users list view page is auto-focused when the page is loaded.
    • SD-82447: In some scenario, Default Request template is unnecessarily listed in the request catalog drop-down.
    • SD-75776: Unable to add or update a technician associated with more than 300 sites.
    • SD-82112: Unable to add attachments in some sections of the application for non-English personalizations.

    Enterprise Service Management (ESM)

    After upgrading to ServiceDesk Plus version 11, you can implement enterprise service management (ESM) in your organization.

    ESM enables you to bring ITSM-like help desk service to other business functions in your organization. Each business function can have a dedicated service desk instance with templates, categories, and configurations specific to that function. For example, you can have a template to request for new hire orientation under HR and request for air conditioner service under Facilities.

    Before you can create these service desk instances, you need to configure the ESM Directory, which will now be the central repository of all organizational data, including user information, service desk instances, and user association to these instances.

    All users can log on to the ESM Portal to access service desks to submit specific issues. User permissions to instances are configured in the ESM Directory. You can configure the application with a single service desk instance or with multiple instances.

    The following table lists module-wise differences between single instance and multiple instances under enterprise service management.

    Feature Single Instance Multiple Instances Feature Update under ESM
    Users

    VIP User

    Configure under Admin>>Users

    Configure under ESM Directory

    Available for all users.

    SMS Mail ID

    Secondary Email ID

    Additional Fields

    Configure under Admin>>Users>>Additional fields.

    Configure under ESM Directory. Configure instance-level additional fields under Admin tab of specific instances.

    • Available for Users and Technicians
    • Additional field data will not be available under CMDB users.

    AD Import

    Configure under Admin>>Active Directory.

    Configure under ESM Directory.

    All user data (Users and Technicians) will be updated during the Active Directory (AD) import.

    CMDB

    Add Users

    Not Applicable

    User Management done only under the ESM directory.

    Relationships and Attributes

    All People, Requester, and Technician relationships and attributes will be mapped to Users.

    Schema changes

    • Any query reports saved in the old schema or any new query report on the old table schema will now be redirected to be executed in the database using the new schema.
    • Errors during replacement are tracked in the FailedQuery.html file under logs.
    • All old schema queries successfully tracked are available in the SucceedQuery.html file.
    • Querying the following tables is not possible anymore: Requester, Technician, HelpdeskCrew, and UserAdditionalFields
    Deleted Replaced With

    HelpDeskCrew

    PortalTechnician

    CrewEscalation

    NILL (Not handled)

    Requester

    UserAdditionalFields and PortalUsers(for ciid)

    Requester_Fields

    NILL (Not handled)

    Technician

    UserAdditionalFields and PortalUsers(for ciid)

    Technician_Fields

    NILL (Not handled)

    Column changes under ESM table schema

    Before

    After

    Table Column Table Column

    DepartmentDefinition

    CIID

    PortalDepartments

    CIID

    SDUser

    AllowedToViewCost

    PortalTechnicians

    AllowedToViewCost

    SDUser

    CostPerHour

    PortalUsers

    CostPerHour

    SDUser

    CIID

    PortalUsers

    CIID

    People

    All columns except CIID

    UserAdditionalFields

    Equivalent columns can be found in UserAdditionalFields.json file under logs directory

    Note: The "TechnicianId" column of the "HelpdeskCrew" table is moved to "UserId" column of the table "PortalTechnician"

    10515

    (Released on 28 December, 2020)

    Issue Fixed

    Vulnerability

    10514

    (Released on 12 November, 2019)

    Issues Fixed

    10513

    (Released on 12 September, 2019)

    Issues Fixed

    10512

    (Released on 03 September, 2019)

    Issues Fixed

    Requests

    Admin

    Others

    10511

    (Released on 20 August, 2019)

    Enhancements

    Issues Fixed

    Vulnerability

    Home

    Requests

    Changes

    Projects

    Tasks

    Assets

    Admin

    Reports

    10510

    (Released on 06 August, 2019)

    Issues Fixed

    Vulnerability

    Assets

    Purchase

    API

    10509

    (Released on 01 August, 2019)

    Behavior Changes

    Enhancements

    Issues Fixed

    Vulnerability :

    Home :

    Requests :

    Solution :

    Assets :

    Admin :

    General :

    10508

    (Released on 23 July, 2019)

    Behavior Changes

    Enhancements

    Issues Fixed

    Vulnerability :

    Requests :

    Admin :

    Reports :

    Integrations :

    10507

    (Released on 16 July, 2019)

    New Enhancements

    Issues Fixed

    Dashboard :

    Requests :

    Projects :

    Assets :

    Purchase :

    Admin :

    Others :

    10506

    (Released on 03 July, 2019)

    Behavior Changes

    10021

    (Released on 14 May, 2019)

    Issues Fixed

    Request:

    Others:

    10020

    (Released on 6 May, 2019)

    Issues Fixed

    Vulnerability:

    Requests:

    Admin:

    Reports:

    10019

    (Released on 30, April, 2019)

    Issues Fixed

    10018

    (Released on 25, April, 2019)

    Behavior Changes

    Issues Fixed

    Vulnerability :

    Dashboard :

    Requests :

    Changes :

    Assets :

    CMDB :

    Purchase :

    Admin :

    Reports :

    Integrations :

    Others :

    10017

    (Released on 11, April, 2019)

    Issues Fixed

    10016

    (Released on 27, March, 2019)

    Behavior Change

    New Feature

    Issues Fixed

    Home

    Dashboard

    Request

    Asset

    Reports

    9427

    (Released on 12 April, 2019)

    Issues Fixed in 9427

    9426

    (Released on 28, November, 2018)

    Issues Fixed in 9426

    • SD-74184 : Mail processing time increases in IMAP protocol if the attachment size is huge.
    • SD-74263 : The Apple push notification certificate is updated in this build.

    9425

    (Released on 31, October, 2018)

    Issues Fixed in 9425

    Vulnerability

    • SD-61216 : Cross site scripting vulnerability in change password.
    • SD-73218 : Information disclosure vulnerability in Contact Support section under Help.
    • SD-73219 : Cross site scripting vulnerabilities in Language section of the Personalization menu.
    • SD-73928 : XSS vulnerability in Personalization menu.
    • SD-73929 : XSS vulnerability in View All Requesters API.
    • SD-70638 : Vulnerability: Inappropriate use of HTTP methods while resetting user password.

    9424

    (Released on 30, October, 2018)

    Behavior Change in 9424

    • SD-71761 : Earlier, while creating a request/ticket, the client machine's host name was stored in the request's history. Henceforth, only the client machine's IP address will be stored since the property 'enabledLookups' will be set to 'false' in 'server.xml' file by default.
    • You can revert to the old behavior by setting the property 'enabledLookups' to 'true' in the 'server.xml' file

      Note: This requires a restart and might result in performance problems since resolving the client host name depends on a call to the DNS server.

    Issues Fixed in 9424

    Vulnerability

    • SD-22200 : Privilege escalation vulnerability of a technician being able to view all changes.
    • SD-22231 : Privilege escalation vulnerability of a technician being able to send announcements.
    • SD-22246 : Privilege escalation vulnerability of a technician being able to add reminders.
    • SD-22255 : Privilege escalation vulnerability of a technician being able to view add remainder page.
    • SD-22267 : Privilege escalation vulnerability of a technician being able to view change related reminders.
    • SD-69231 : Privilege escalation vulnerability of a user being able to view task template details.
    • SD-70610 : XSS vulnerability in Request Form description under Insert Image, reported by Hussien Yousef of Saudi Information Technology Company, was fixed
    • SD-71464 : Input value is not encoded in log files resulting in a XSS vulnerability
    • SD-71473 : Vulnerability found in file extraction during the restore process.
    • SD-72074 : Vulnerability present in the attachment path.
    • SD-72572 : Fixed CRC related issue in restore process.
    • SD-73217 : Information disclosure vulnerability present in home page.

    Home

    • SD-69831 : Able to view project tasks in Home tab's tasks list view after downgrading the license from trail version to standard/professional.
    • SD-71972 : Under Home >> Tasks >> Show All Tasks, the 'Owner' field doesn't populate the Project members for the tasks created under a Project.

    Dashboard

    • SD-71090: OOM Error occurs while processing 'Unassigned and Open Requests' Dashboard widget if there are many Open requests.

    Request

    • SD-71095 : In Service Template workflow, sending of approval emails fails for requesters who do not have 'Service Request Approver' permission but are Department Heads.
    • SD-71458 : Unable to translate request list view columns in non-English languages.
    • SD-73323 : 9418 Breakage: The issue fix for 'When more than one approver has same e-mail id, error message shown for actual approver while taking approval action' is broken.
    • SD-73417 : The set field action of FAFR does not work for radio button field.

    Project

    • SD-70802 : Task bars are blank in PDFs exported from Projects Gantt view.
    • SD-70919 : While navigating from a project to the next project by clicking the right arrow in project details page, same project loads repeatedly.
    • SD-72812 : @PROJECT_OWNER variable fetches milestone owner in milestone comments.
    • SD-73169 : Project Dashboard is present for technician without project module permission.

    Solution

    • SD-73852, SD-73859 : 9422 Breakage: Requesters are not able to view solutions.

    Admin

    • SD-69169 : Technician and Support Group are not saved in task templates when the application runs in Internet Explorer 11.
    • SD-69664 : Server link in the Account Lockout email notification is not opened.
    • SD-70368 : While creating a copy of a site, the sender name and sender email of the default site's support group is copied
    • SD-73678 : Field and form rules binding does not work for resources in grid view.
    • SD-71882 : Security settings >> Security response headers: After updating the latest service pack, custom security response headers are lost.

    Reports

    • SD-72306 : Default report: Time spent by technician on projects is not working in MSSQL.

    Mobile

    • SD-73572, SD-73579 : SDP mobile app: When trying to reply to a conversation, the 'To' field is not auto-populated in mobile app version 4.7.1.

    Others

    • SD-69465 : Option to download digitally signed service packs
    • SD-70502 : Secondary installation configured for Fail Over Service (FOS) does not start if the application runs in the HTTPS mode.
    • SD-70646 : Files uploaded on to the application through UI are not replicated in the secondary installation configured for Fail Over Service (FOS).
    • SD-70739 : No proper authentication error message is shown for incorrect non-login URLs.
    • SD-70751 : Tasks added by changing the task template are not shown for technicians in calendar view(Home -> scheduler) in foreign language setups
    • SD-70947 : A grammatically wrong message is displayed while accessing a deleted task ID.
    • SD-71005 : Update manager heap size is set to 512M even after migrating to BIN setup
    • SD-71721 : Group is removed while editing a task using the 'Edit icon in task details page' from the comments tab.
    • SD-72857 : For instances enabled with Active Directory authentication along with dynamic user addition, user login fails if the username is in upper case
    • SD-73041 : Out Of Memory error occurs during the backup of directories with large number of files. If you adjust the memory size and complete the backup, Restore will still not be possible.
    • SD-73154 : Backup restore fails without the fileattachment zip in it. The issue occurs only if the previous backup has been manually terminated.
    • SD-73506 : Unable to change port number while installing ServiceDesk Plus in Windows machine.
    • SD-73562 : Incomplete backup files will have the .partial extension to distinguish from the complete backup files with the .data extension. Please note that the incomplete backup files cannot be restored.
    • SD-69306 : New indexes have been added to few columns in database tables for better performance.
    • SD-71578 : Application lag caused by logging and i/o delay.

    9423

    (Released on 22, October, 2018)

    Enhancements

    • SDF-70993 : Option to disable automatic delta scan. Admin >> Discovery >> Scan Settings.

    Issues fixed in 9423

    Vulnerability

    • SD-71557 : XSS vulnerability found in success/failure message pop-ups is fixed.
    • SD-69428 : XSS Vulnerability in the Software Metering graph of the Software Summary page.

    Assets

    • SD-70892 : In a certain scenario, issue occurs while viewing History tabs of some assets.
    • SD-71049, SD-71127 : Error occurs while Auto Assigning assets. The issue happens if the page has more than 150 workstations.
    • SD-71376 : Unable to update the WarrantyExpiry date in Diff scan while syncing the asset data from Endpoint Central (formerly Desktop Central) to SD.
    • SD-72560 : Org Serial Number field is getting duplicated in the CI details page of workstations and servers.
    • SD-72400 : Assets that are not associated to any site are not displayed for technicians without site association.
    • SD-71873 : There is no managed connection while uninstalling an agent.
    • SD-72411 : Agent information of the scanned XMLs from Endpoint Central (formerly Desktop Central) is now captured in ServiceDesk Plus.

    Purchase

    • SD-70632 : Unable to enter names with characters more than 30 in purchase orders.
    • SD-70798 : When an approver's name contains characters from a foreign language then these characters' encoded values are displayed in the Print Preview section of the corresponding purchase orders.
    • SD-69240 : Attachment names with commas cause page break in the Purchase Order form.
    • SD-70922 : Notification table entry undone after changing the PO status to 'Ordered'.
    • SD-71860 : Unable to delete an existing item and add new from PO edit page.
    • SD-72310 : Default Sales Tax Rate is not maintained in a PO once a vendor is selected.

    Contracts

    • SD-71128 : A technician with only "View" permission for contracts can attach documents to it.

    Scan

    • SD-70941 : The scanned asset/workstation additional field values for a VM host get reset to default values, if configured.
    • SD-72376 & SD-74063 : While scanning CentOs machines with version above 7.2 and Red Hat machines with version above 7, the IP and MAC addresses are not captured.
    • SD-69033 : Custom CI type of workstations/servers is not preserved after a second scan.
    • SD-70950 : After the scan In SDP version9423, Network scanned status and last scanned time is not updated.

    Admin

    • SD-69974 : Application freezes while clicking on the Add New Cost Centre button. The issue occurs due to loading of too many departments.
    • SD-70262 : Asset CSV import fails when a non-SD-Admin performs the import. The issue occurs if the username field is left blank and only the department name is filled in the CSV file.
    • SD-72303 : In Asset details page, the title is not in i18N.
    • SD-69147 : CIs under a child CI type is only partially preserved when the child CI is added to a different parent.
    • SD-69156 : Unable to access the Standalone Audit page by a technician who though is not an SDAdmin but has the "Scan Now" permission in Assets Module.
    • SD-73357 : Technicians (except admins) could not add/edit assets from the left panel in the Asset Home page.
    • SD-71861 : Global search under Assets now includes the value in Last Logged In User.
    • SD-73622 : UI glitch occurs on clicking expand icon in department field in Cost Center. Admin >> Purchase/Contract Management.

    Software

    • SD-70080 : Incorrect software information stored in the database.

    CMDB

    • SD-70564 : Under CMDB, unable to delete barcode if more than 100 CIs are deleted in one go.

    Remote

    • SD-71612 : Security exception occurs during remote access by Web RDP for any non-English languages.

    Others

    • SD-73263 : GET API for CI Details using criteria is not working in the REST API Documentation tool.
    • SD-70008 : Applications installed in an Iphone scanned by Endpoint Central (formerly Desktop Central) and pushed into ServiceDesk Plus are not listed under the Applications tab.

    9422

    (Released on 11, October, 2018)

    New features in 9422

    • SDF-69532 : Advanced analytics integration for ServiceDesk Plus now supports two new modules - Projects and Solutions.
      • Project management analytics

        Track progress of all your projects simultaneously from a single console. These reports help you identify bottlenecks and closely monitor project activities using Burn-down and Burn-up charts.

      • Analytics on Solutions/Knowledge-base

        Keep your knowledge-base articles up-to-date by analyzing the usage patterns and measuring the relevance of your self-service solutions.

      • Analytics on Request transition history

        Analyze the transition history of a request such as,

        1. The number of times each request was re-assigned to a different technician.
        2. The amount of time a request was put in an on-hold state.
        3. The number of support groups that have worked on each request.
    • SDF-72903 : Support for Bulgarian language in ServiceDesk Plus

    Issue Fixed in 9422

    Vulnerability

    • SD-68374 : External Entity Injection (XXE) vulnerability while processing license XML data (CVE-2019-14693)
    • SD-68374 : When a vulnerable license file gets uploaded, no proper error message is shown
    • SD-69317 : Vulnerability: Credential information is hard coded in plain text format
    • SD-71558 : vulnerability in asset association field
    • SD-72592 : Script error pops up while changing the list view filter/personalization in projects/change list view pages.
    • SD-68703 : GET URLs replaced with POST URLs.
    • SD-72082 : Directory traversal vulnerability found in file upload.

    Home

    • SD-70986 : Time format configured in Personalize menu is not reflecting in My Reminder(s) widget in the home page
    • SD-73571 : 'Report an incident' widget contents are not translated for non-English languages.

    Dashboard

    • SD-71616, SD-71420 : Technicians are not able to open pending tasks from their dashboard page if their name contains (,) comma

    Requests

    • SD-68176 : Closure Code and Closure Comments added by a technician when resolving a request reset to a null value after the requester closes the request.
    • SD-68529 & SD-71431 : An exception is thrown while deleting a conversation in request
    • SD-70631 : Request couldn't be updated after deleting the user assigned as the request's Editor.
    • SD-70924 : A service request that's raised on a template configured with the approval condition Do not assign technician before Service Request is approved and converted into an incident request could not be reverted to a service request.
    • Please note that you can directly modify the template of a service request into a different service template.
    • SD-71888 : Query performance for shared list view filter is improved.
    • SD-72147 : Password Manager Pro Integration: Unable to view passwords for PMP resources from within SDP.
    • SD-72399 : Unable to select request group filter if there are special characters in the group name.
    • SD-73265 : Issue occurs while loading a resource question's pick list values in grid view.
    • SD-73303 & SD-73306 : Help card text is not wrapped properly in the request details page for requester logins

    Admin

    • SD-70887 : Unable to add a technician in 'exclude list' under 'Technician Auto Assign' if the technician's email id contains a single quote (').
    • SD-70990 : In Professional and Standard editions, service category couldn't be deleted.
    • SD-71632 : Edited SSP message in incident and service catalogs get restored to the default message when PPM is applied
    • SD-71652 : HTTPS error message shown in ME integration page is not pointing to the right section in help card
    • SD-72795 : Closed option is not displayed for Status field in the criteria section of the custom trigger.
    • SD-73310 : Issue of field properties being editable from the requester layout
    • SD-73511 : Unable to add more than 100 values for incident/service request's pick list additional fields
    • SD-73536 : Inability to add more than 10 options for a resource question, under Service Catalog.
    • SD-73537 : Few customers, who configured the ServiceDesk Plus application in HTTP and simultaneously enabled the HTTP to HTTPS redirection, couldn't submit the surveys and encountered an 'undefined' error.
    • SD-73549 : Inability to add more than 10 questions for a resource, under Service Catalog.
    • SD-71212 : Users' email addresses are not merged if the user merge process is initiated from the requester list view.
    • SD-73496 : Advanced Analytics sync failure, caused by the addition of encrypted incident additional fields in configuration file, which resulted in breakages in 9418.
    • SD-69043 : Unable to add additional fields in Advanced Analytics Plus if the alias name has more than 60 characters
    • SD-65879 : For enhanced security, Zoho Reports will now be accessible only through TLS1.2 from Nov 1st 2018. Support for TLS 1.2 connectivity has been added in this release. Customers are requested to move to this version before Nov 1st 2018, to avoid Zoho Reports integration failure.
    • Chat

      • SD-72163 : Technician unable to receive chat requests if the technician is enabled for one chat group and excluded from other groups
      • SD-72593 : Technicians with 'Enable CMDB' role is not listed in Chat's 'All Technicians' list

      Reports

      • SD-26644 : Query Report : Capitalized characters in the display name of a column in a table under query reports gets un-capitalized automatically.
      • SD-70145 : Deleted service catalog additional fields displayed under Available Columns in custom reports.

      Others

      • SD-73545 : Newly added and modified keys are supported in all languages.

      9421

      (Released on 04, October, 2018)

      Issue Fixed in 9421

      • SD-73564 :Cross site scripting vulnerability is present while viewing the asset details page

      9420

      (Released on 25, September, 2018)

      Issues Fixed in 9420

      • SD-73254 : Asset field is available in both incident and service templates of the standard edition.
      • SD-71359 : Configure Agent's TLS Protocols and Ciphers to secure communications from within the Agent side. Configure it under Admin >> Windows Agent Configuration >> Settings.
      • SD-73273 : Field and form rule configured with the "enable field" action for incident template does not get applied to request form.

      9419

      (Released on 19, September, 2018)

      Issues Fixed in 9419

      • SD-73208 : After upgrading to 9418, approvers are unable to approve incident/service requests in the Standard and Professional edition.
      • SD-73207 : Upgrade failure occurs if the notification subject and description in custom change status are empty. This issue occurs in those setups where mapping of old status to new custom status executed, after migrating from older versions to 9.0

      9418

      (Released on 17, September, 2018)

      Behavior Changes in 9418

      • SDF-63255 : Change workflow will be displayed only in Single view and not in Tab view anymore.
      • SDF-72086 : The application will function on free license after the acquired license expiry.
      • SDF-72909 : Duplicate additional fields will be automatically removed from the request template forms. To view the changes, go to the System Log Viewer.

      New Features in 9418

      • SDF-73175 : In service templates, ability to mark cost of individual resources along with the base service cost so that requesters get to know the over all service cost, and approvers can take action based on the cost involved. To learn more, click here.
      • SDF-45759, SDF-38935, SDF-47202, SDF-47573, SDF-53066, SDF-60260, SDF-61173, SDF-65154, SDF-45834, SDF-46616 : In request templates, add sections, search existing fields, preview the template, and provide help content for individual fields and for the template. In addition, you can bulk add pick list values and reorder them.
      • SDF-61033 : Field and form rules inclusion for each incident template will be indicated by an icon in the list view.
      • SDF-40475, SDF-47321, SDF-47888, SDF-46885, SDF-23574 : New field types such as Radio and Checkbox are available for incident additional fields.
      • SDF-36189 : You can now change the template of a service request. The new template can be from the same or different service category.
      • SDF-29892 : Archive requests by using the Any Completed Status criteria under Admin>>General Settings>>Data Archiving.
      • SDF-66881 : Files attached to a change in the Submission and Planning stages will be added to CAB recommendation email notifications.
      • SDF-65546 : SDAdmin can now mandate change roles in templates, and users can assign change roles while creating the change request.
      • SDF-63255 : Change roles to be notified for a given status is made specific to a change workflow. The Notify To field in a change status can be edited only within a change workflow.
      • SDF-65657 : In change workflow, configure auto-approval for changes recommended by all CAB members.
      • SDF-65114 : Define change custom triggers to be executed for recommendation, rejection, or any approval action by a CAB member. Also, you can set status change as a criteria to be fulfilled by changes for executing the trigger.
      • SDF-73177 : Share a Change Request with all technicians by selecting $AllTechnicians for SharedRole, or select specific technicians for the role.
      • SDF-60652 : User can view and perform approval actions on change requests from within iOS mobile application.
      • SDF-73179 : User emails and system notifications will be listed under Conversations inside a change. You can also reply to and forward notifications.
      • SDF-63637 : The Asset Loan feature enables you to mark loanable assets; track asset loaning, return, extension, and expiry; and configure asset loaning notifications. To learn more, click here.
      • SDF-61123 : Integrate ServiceDesk Plus with Mobile Device Manager Plus to track lost devices and perform various tasks, such as lock the device and wipe off data.
      • SDF-31037, SDF-45095, SDF-37001 : User import from Active Directory can now fetch Employee ID and 'Large Integer' type field accountExpires.
      • SDF-70656 : ADManager Plus integration, with a revamped UI, now offers the following additional user management actions through Active Directory :
        • Add to Group
        • Modify Department
        • Modify Manager
        • Remove Folder Permissions
        • Remove from Group
        • Set Folder Permissions
      • Configure from the application UI the fields to be displayed in the User Creation form. Map individual user domains with specific templates through which select fields must be modified in the Active Directory.
      • ADManager Plus version must be 6640 or above for the enhancements.
      • SDF-73176 : Configure a password, for both login and non-login users, to ensure secure access to files, such as exported reports, scheduled reports, and exported request list generated from within the application. Enable File Protection Password under Admin >> Privacy Settings. To learn more, click here.
      • SDF-65144 : Install the SSL certificate from the UI under Admin >> General Settings >> Import SSL. However, SSL certificate trusted by an internal certificate authority cannot be imported from the UI.
      • SDF-61199 : Under Sites, use the Inactive Sites filter to list the sites that are deleted, but used in the product.
      • SDF-73054 : Customize the Report an Incident widget in the requester home page by editing the HTML. Search option for templates is now available inside the same widget, making it easy and simple for users to raise requests and to report incidents.
      • SDF-69125 : The application login page gets a UI revamp. Post upgrade, default login page will be displayed. Under the self-service portal settings, customize the page by editing the HTML. You can also revert to the previous login page by inserting the corresponding CSS script. To learn more, click here.
      • SDF-76414 : Support for new language - Macedonian

      9417

      (Released on 10, September, 2018)

      Issues Fixed in 9417

      • SD-72858: Failure in sending system notifications for incoming requests and conversations in environments where Microsoft Office 365 and Microsoft Exchange mailboxes are configured. This is because even the valid emails sent within these domains are marked as bounced as they don't have the 'Return-Path' header.
      • SD-72318: Under Admin > Support Group > Edit Group, the 'Notify to' option doesn't show up when the option 'Send notification to group technician when a new request is added to this group' is enabled.

      9416

      (Released on 27, August, 2018)

      Behavior change in 9416

      • If authentication is disabled in the outgoing mail server, do not enable it under Outgoing Mail Server settings. Otherwise, outgoing emails will be stopped.

      Issues Fixed in 9416

      Vulnerability :

      • SD-69292 : Vulnerability of an unauthorized user able to create, edit, and delete currency in the application is fixed.

      Requests :

      • SD-72110 : Purchase requests couldn't be associated with a service request from within the service request.

      Purchase :

      • SD-70963 : Purchase Requests with similar vendors are not listed in the Associate PR list when trying to associate a PR with a Purchase Order.

      Reports :

      • SD-72161 : Exception occurs in survey-based custom reports (tabular) if the 'Survey Type Name' is added into the column.
      • SD-72107 : Exception occurs when a technician with site restricted login permission tries to access survey reports.

      Admin :

      • SD-72372: Error occurs while trying to save the customized self-service portal draft. The issue occurs when we remove a widget from the portal and try saving it.
      • SD-71923: After upgrading to 9412, survey reports are projecting the wrong values.
      • SD-71937: Unable to edit the incident and service surveys created in Evaluation/Enterprise edition. The issue occurs when we try to edit those surveys after downgrading to the Standard Edition.
      • SD-72047: Unable to view older survey responses in some MSSQL (SQL Server) DB environments after migrating to 9412/9413/9414/9415.
      • SD-71945: Technician with SDSiteAdmin role is not able to trigger a survey from the request details page.
      • SD-72148: Exception occurs when an On Behalf of User (OBO User) tries to save a survey response.
      • SD-72426: Notification rules are cleared while editing the rules if VIP user or Department based survey exclusion rule is applied.
      • SD-72000: In MS SQL setups, an exception occurs if we click on Organize Business Rule under Admin>>Business Rules.
      • SD-68586: No alert message is shown while enabling mail debugger informing that the mail server's username and password will be printed in the logs.
      • SD-70794: In some environments, bouncing emails causes an indefinite looping of conversations as replies to such bounced emails triggers another loop.
      • SD-71608: Support group names are not fully displayed if the name of the support group contains more than 50 characters.

      9415

      (Released on 20, August, 2018)

      Issues Fixed in 9415

      Vulnerability :

      • SD-72109 : XSS vulnerability found in the asset details page is fixed.
      • SD-71576 : XSS vulnerability found in Change Calendar is fixed.
      • SD-72080 : Directory traversal vulnerability found in file upload is fixed.
      • SD-71495 : ZipSlip vulnerability found in distributed asset scan is fixed.
      • SD-72568 : Vulnerability in deletion of default license types is fixed.
      • SD-68282 : No alert message is displayed, warning about the impacted scan types when we enable "Stop uploading scanned XMLs via non-login URL" under the Security Settings.
      • SD-71928 : Privilege Escalation Vulnerability in project module Gantt view.
      • SD-69108 : Security response headers are missing in the login form.
      • SD-71704, 71703, 71702, 71676, 71675, 71674 : GET URLs replaced with POST URLs.
      • SD-71595 : Vulnerability : Able to create a table and copy data in MSSQL.
      • SD-66826 : Vulnerable HTTP method (OPTIONS) disabled.

      Requests :

      • SD-72141 : In the request history, Before Modification and After Modification sections with regards to Description changes are not displayed.

      Assets :

      • SD-71491, 71490 : Failure exception message displayed during network scan is fixed.

      9414

      (Released on 24, July, 2018)

      Issues Fixed in 9414 :

      Vulnerability :

      • SD-71123 : Vulnerability in the login page as domain filtering is not enabled.
      • SD-69907 : Vulnerability of a technician with request view only permission being able to add attachments and add/edit worklogs is fixed.
      • SD-68547 : Vulnerabilities fixed in requester search.
      • SD-65745 : Vulnerability fixed : Password has been encrypted in the Incoming Mail Server settings.

      Requests :

      • SD-71938 : 9412 Breakage : Service templates are listed under 'Incident Catalog' tab even if the "Combine incident and service templates listing for the service' option is disabled in Self service portal.
      • SD-71876 : Task filter name is not encoded in requests list view.
      • SD-71587 : If a request has a table in its description field, then error occurs while printing that request.
      • SD-71180 : Description field is left blank in some cases where requests are created through Mail.
      • SD-71122 : Images in email signatures are considered as attachments while sending a reply to a request.
      • SD-70481 : Admin requester history is not recorded when a technician spot edits any requester's field in the request details page.
      • SD-69187 : Archived requests are not listed up while performing a Request ID search using the global search bar.
      • SD-68277 : Typo in the request approval success message has been rectified.
      • SD-66339 : When a Technician with permission to a particular group changes the group of a request, the resulting page redirects to the requests list view.
      • SD-64098 : The requester's list view doesn't load completely while creating a custom view and in Advanced Search when there is a large number of Requesters
      • SD-70909, SD-70770, SD-70017 : FAFR : Unable to create a request when a mandatory field present under resource section is hidden through FAFR.
      • SD-71188 : Field and form rules are not applied for disabled fields in IE.
      • SD-68439 : Request Status Scheduler popup doesn't appear for a Technician if his/her role doesn't have the FGA "Reopening Request" enabled under Advanced Permission.

      Changes :

      • SD-71192 : Option to allow a Change Owner to globally edit a Change Request.
      • SD-71572 : While printing request/problem/change list view using the browser print option (Ctrl/Cmd + P), request URL gets added to prints.
      • SD-71094 : After saving default values for all user roles, values do not get reflected in change template roles tab.
      • SD-69947 : Non-login attribute link added in the subject of a change template exposes the key in change details page. Also, the description after the non-login link is not displayed.
      • SD-69784 : Alignment issue occurs in change details page if there are a number of users in a change roles field.
      • SD-69046 : Performance issue occurs in Change Form if there are a large number of options (few thousands) in any of the select component (site, group etc).
      • SD-68375 : Error exception report thrown instead of error messages across product.

      Dashboard :

      • SD-71211 : Unable to open requests from the following dashboard widgets; 'SLA violated requests and requests', 'Requests received in last 20 days' and 'Requests closed in last 20 days'.
      • SD-71478 : Report widgets in dashboards page are not displaying custom reports.

      Projects :

      • SD-71877 : Requester with a project owner role is not able to view task link present in the notification email. An authorization error is thrown.

      Solutions :

      • SD-70665 : Public solutions are not displayed for requesters even if no user groups are selected.

      Reports :

      • SD-71377 : Incorrect report data gets exported if we have selected 'default reports' as the filer option. Issue occurs while exporting reports in HTML, XLS, and CSV formats.

      Others :

      • SD-71959 : Upgrade failure is not handled in foreign language setups for MS SQL databases.
      • SD-71188 : Field and form rules are not applied for disabled fields in IE.
      • SD-71177 : Mail fetching schedule does not function as per the fetch interval customization.
      • SD-70961 : While importing users from AD, notification gets triggered for the AAAUser table even if the username doesn't get changed.
      • SD-70932 : HTTP to HTTPS redirection settings are not retained after the upgrade.
      • SD-70917, SD-70881 : Loading screen doesn't get closed even after SDP gets started.
      • SD-70832 : Technician with SDSiteAdmin role with restriction to a specific site can edit requester accounts and provide all sites view permission to requesters.
      • SD-70822 : Application backup runs into an infinite looping condition if the primary key for the table is large.
      • SD-70777 : Login details appear even after selecting 'Don't show login details" option in the login page.
      • SD-70357 : In additional fields' pick list values, "+" symbol is getting replaced with space.
      • SD-70347 : When editing a requester's details who is also a purchase approver requester, site, and department data is not loaded.
      • SD-70222 : In a Multi-language license setup, where a requester login is personalized to Arabic, home page solution search throws an error (the same search works fine if the login is personalized to english).
      • SD-70213 : In SSO enabled setups, header tabs keeps reloading.
      • SD-70069 : While importing company logo under organization details, 'GIF Image' option is selected by default instead of 'All Files'.
      • SD-69952 : Department name gets duplicated during LDAP user import if the department name has some trailing space.
      • SD-69473 : Account lock option is enabled by default in fresh installations.
      • SD-68666 : UI glitch occurs near Available User Groups and Selected User Groups while creating a new announcement.
      • SD-68487 : Filter option "View Emergency Templates" under change template UI flows out of select box.
      • SD-67654 : Unable to log in to the application when domain filtering is disabled and there is no public domain.
      • SD-66169 : Alternative mail server configured under 'Outgoing' mail server settings does not work.
      • SD-40643 : User-defined fields are allowed to be imported using LDAP.

      9413

      (Released on 12, July, 2018)

      Behavior Change in 9413:

      • SD-71872 : Custom statuses, created before 9.3, displayed as system project filters are removed with this release.

      Issues Fixed in 9413:

      • SD-71818 : Upgrade failure occurs during migration if a PO had "null" value for the "item" field.
      • SD-71817 : Upgrade failure occurs due to non-synced entries in "changetoci" and "ciinfo_otherapps" table.
      • SD-71816 : While adding a new relationship to a relationship map, non-English characters appear as "??"
      • SD-71810 : Upgrade failure occurs if the personalization data is missing in "ACTABLEVIEWCONFIG" table.
      • SD-71808 : Upgrade failure occurs if a task comments owner value is 'null'.
      • SD-71800 : Upgrade failure occurs if both incident and service business rule have a same name under the same site.
      • SD-71796 : Task list view does not load properly after migrating to the latest version in certain cases.
      • SD-71783 : Projects custom filters added in versions prior to 9.3 are missing after migrating to the latest version.
      • SD-71782 : Webinar URL has been updated.
      • SD-71871 : Projects' private filters, created in versions before 9.3, will be visible in the "Manage Views" section only to users who created them.

      9412

      (Released on 05, July, 2018)

      Behavior Change in 9412:

      • SD-70724 : Actionable items in the Admin module are moved to the left side.
      • SD-70728 : 'Add new form' in business rule, SLA, custom filter has a revamped UI.
      • SD-71104 : Community tab is hidden for technicians (non-admins).
      • SD-71646 : Item price is mandated in purchase order.
      • SD-56821 : Links displayed for Project Title, Tasks, Milestones in the Associate Project pop-up in requests are removed.
      • SD-71027 : "More Fields" button is removed in the New project form.
      • The maximum character limit for command scripts in custom triggers has been restricted to 200.

      New features in 9412:

      • Privacy settings enhancement:

        • Encryption At Rest for sensitive data: Option to encrypt the confidential information collected in Incident/Service Additional Fields. Single or Multi-line and Pick List fields can be encrypted. Click here to know more.
        • Password protected backup data: The application backup is now protected with a password. The password is required to open the backup file / restore it. This password can be changed in the Admin-> Backup schedule page. click Edit Scheduling and input the backup password to change the backup password.
        • Anonymize deleted users: Option to anonymize deleted users from the Requesters list. Click here to know more.
        • Limitation :
          Reports, advanced search, custom filters will not display any of the encrypted fields.
          The MasterKey password cannot include non-English characters.
      • SDF-71766 : Password Manager Pro Integration: Option to remotely access privileged accounts in target machines (or resources) from within ServiceDesk Plus without account credentials. Find the feature at Admin >> General Settings >> ME Integrations. Click here to know more.
      • SDF-71759 : Do more with V3 API: Now you can perform the following operations using the V3 API: ADD, UPDATE, GET, GET ALL, DELETE, CLOSE requests. Add Resolution, pickup requests, associate requests, and link requests.
      • SDF-21131 , SDF-22400 , SDF-24334 , SDF-61555 : Enhanced Survey - Some of the enhancements include,

        Option to:

        • Configure different survey templates for different type of requests.
        • Send ad hoc surveys; the survey need not be associated to a request.
        • Send surveys periodically; in predefined intervals, such as once after 2 weeks or 4 months.
        • Configure different answers for different questions. Find these features at Admin >> User Survey. To learn more about this features. Refer to this.
      • SDF-63939 : Custom Scripts in BR: Option to invoke custom scripts in business rules. You can use this to completely abort operations or update field values (like additional field value). Find the feature at Admin >> Organization Details >> Business Rules. Click here to know more.
      • SDF-31605 , SDF-62977 , SDF-63517 : Request status is given under business rule criteria.
      • SDF-61713 , SDF-61890 , SDF-62294 , SDF-63690 : Business view: Option to view and manage the saved relationship maps of CIs from one place.

        Find the feature in CMDB > Business view. Click here to know more.

      • SDF-68798 : Chat enhancements: Option to interact easily with fellow technicians using the inbuilt chat. Click here to learn more.
      • SDF-65490 : User merge tool : Option to merge duplicate requesters. Find the feature at Admin >> Users >> Requesters. Click here to learn more.
      • SDF-65398 : Task custom filter: Option to create custom task filters.
      • SDF-51449 : Additional fields for Projects: Capture different types of alphanumeric information about your projects by adding different types of fields
      • SDF-71757 : Project Dashboard: Get projects related key information displayed in the dashboards page. Include project related widgets to display key information on the dashboard page. Click here to know more.
      • SDF-71758 : Enhanced comments for projects/milestones/tasks: Notify users in comments by using '@ mentions'; For e.g., use @John to notify John. Click here to know more.
      • SDF-49791 : Global search for projects: Find projects easily by using keywords, and also column fields, such as Priority, Owner, and other column heads in the global search.
      • SDF-50361 : Multiple associations between projects and changes: Streamline the change or project process by associating multiple changes to a project and multiple projects to a change. Click here to know more.
      • SDF-50266 : Project template creation made easy: Create project templates from already existing projects, saving the redundant effort involved in creating a project template similar to an existing template.
      • SDF-55327 : Notifications for comments: Option to have bell icon notifications for comments added on projects.
      • SDF-56887 : Option to customize projects list view to display the projects important to you by default. Mark filters as favorites and change the order of the filters as per your requirement.Click here to know more.
      • SDF-63244 : "Estimated Effort" column included in the custom report for Tasks.
      • SDF-23878 :Created time for tasks: Option to view the created time of tasks.
      • SDF-63515 : Personalized task filters will remain specific to each module (Homepage, requests, changes, problems, and projects).
      • SDF-63674 , SDF-63961 : Purchase order enhancements: Option to create a purchase order for non-asset purchases such as training and services. Find the feature at Admin >> Purchase/Contract Management >> Vendor Services. Click here to know more.
      • SDF-28658 : Resource state enhancements - Option to add custom asset state with the ability to enable/disable scan for assets in those states. Option to enable ownership for assets in these custom states. Find the feature at Admin >> Asset Management >> Asset State. Click here to know more.
      • SDF-70727 : Collapsible tabs introduced in header and sub-header of the application to avoid unnecessary scrolling.
      • SDF-71169 : Support for 'Lithuanian' language in ServiceDesk Plus.
      • SDF-70397 : Support for 'Greek' language in ServiceDesk Plus.
      • SDF-70722 : Community page inside the application sports a new look.
      • SDF-71948 : Endpoint Central (formerly Desktop Central) Integration : "Tools" introduced under Actions menu of requests for performing operations such as "Lock", "Hibernate", "Shutdown", "Restart" etc., on target machines remotely from SDP.

      Issue Fixed in 9412

      • SD-66006 : Vulnerability in the storage of private key for scanning Linux devices is fixed.
      • SD-67623 : Insecure storage of passwords in credential library.
      • SD-65170 : Business Rule's 'description' criteria such as "ends with" and " contains" does not work for requests with description size greater than the one configured in GlobalConfig DESCPSIZE. This issue occurs in requests added or updated through mail.
      • SD-70875 : Unable to save new content in scribble pad. An internal error also occurs while trying to close the scribble pad.
      • SD-22280 : When a ROBO Template is invoked through API, it does not perform the password reset function automatically. This issue is fixed in V3 API.
      • SD-24532 :Null pointer exception occurs while trying to open a survey without any answers.
      • SD-46249 : When a user submits a survey but fails to close the confirmation message and hits the back button, the user is not able to submit the survey the second time. A null pointer exception is thrown.
      • SD-56821 : On clicking Associate Project Button, the links for Project Title, Tasks, Milestones are present in the pop-up.
      • SD-61872 : Unable to save a password with special characters in credentials library.
      • SD-67496 : Chat module : Technician online/offline status is not considered when a chat is initiated to a technician.
      • SD-70325 : In /ProjectAction.do URL, the parameter 'form' is passed twice.
      • SD-70380 : Technician with request and project edit permission is unable to detach an associated project from a request.
      • SD-70600 : Private / Public filter icon is not displayed in the custom filters list view.
      • SD-71029 : After 9409, AD import doesn't start if more than 300 OU's are selected.
      • SD-71351 : Unable to access the technician availability chart and calendar from 'Quick Actions' menu.
      • SD-71713: With Zoho reports integrated, the application fails to start when internet connectivity is disabled.

      9411

      (Released on 28, June, 2018)

      Issue Fixed in 9411

      • SD-71715: Sometimes, when multiple threads or multiple users access Incident/Service templates or the Service Catalog simultaneously, the application may fail to create corresponding cache for the operations and crash.

      9410

      (Released on 20, June, 2018)

      Issues Fixed in 9410

      • SD-70610 : XSS vulnerability in add new request form's 'insert image' section is fixed.
      • SD-71186 : If PM tasks are created using templates with service catalog additional fields, then the back up (with 9404 data in particular) and restore operations on a fresh installation fails.
      • SD-70749 : Scheduled tasks are not getting triggered in certain environments after the latest framework update.

      9409

      (Released on 24, May, 2018)

      Issues Fixed in 9409

      • SD-71092 : An inappropriate message is displayed when a technician (with permission to view the group requests) reassigns a request to a different group.
      • SD-70972 : In some scenarios, a few business rules and custom triggers couldn't be accessed or executed. Also, the dashboard isn't loaded for some technicians.
      • SD-70978 : Non-login approval link isn't opened when another user has logged in to the application in the same browser of a system.
      • SD-71105 : Unable to create a group under Assets.
      • SD-70538 : In the MS SQL setup, when you upgrade a build to 9400 or above, service requests created using custom templates can't be archived or removed from trash.

      9408

      (Released on 14, May, 2018)

      Issues Fixed in 9408

      • SD-71056 : After entering a requester's name in the new request page, the requester's details are not fetched.
      • SD-70885 : Logged-in approver is not able to download attachments from the approval page.
      • SD-71098 : Blank page appears while accessing Gantt view under any project.
      • SD-71006 : Custom trigger's executor type is saved as "script" even when we have selected the executor type as "class".

      9407

      (Released on 07, May, 2018)

      Behavior Changes

      • SD-69982 : Beyond the Submission stage of a change, the Change Owner will no longer be allowed to globally edit the fields.
      • From the Approvals stage of a change, any global edit made by the Change Manager will be notified to all Change Roles associated. You can disable this under the Change Notification Rules.

      New feature in 9407

      • SDF-67777 : Option to choose the US/EU data centres for Zoho Reports under Advanced Analytics Configuration Wizard.

      Issues fixed in 9407

      Vulnerability

      • SD-69155 : Information exposure vulnerability in change notes.
      • SD-68759 : XSS Vulnerability in change stage status.
      • SD-68232 : XSS Vulnerability in problem's details page.
      • SD-68092 : XSS Vulnerability in problem's history tab.
      • SD-67954 : XSS vulnerability in custom reports.
      • SD-67928 : Information exposure vulnerability in change and status.
      • SD-67891 : XSS Vulnerability in scheduled reports.
      • SD-67786 : XSS Vulnerability in custom report's folder name.
      • SD-70829 : Privilege escalation vulnerability of generating requests.
      • SD-67696, SD-67693, SD-67692 : Information exposure vulnerability in change roles.
      • SD-67317 : Privilege escalation vulnerability in change dashboard.
      • SD-67373 : Privilege escalation vulnerability during a request merge.
      • SD-67142 : XSS vulnerability in "Manage Folder" section of reports.
      • SD-63223 : CSRF vulnerability in password reset form.
      • SD-70451, SD-70247: Privilege escalation vulnerability in custom reports.
      • SD-69912 : Privilege escalation vulnerability in change reports.
      • SD-69611 : SQL injection in query report.
      • SD-69261 : Privilege escalation vulnerability in change modules' non-login pages.
      • SD-70605 : CSRF Vulnerability while adding and updating the technician details.
      • SD-68568 : Privilege escalation vulnerability in the incident to service request conversion.

      Request

      • SD-67978 : In requests' Reply, Forward the Request and Email/SMS the Technician notifications, when you enter script tag in the Description field, the script is executed and an error message is thrown.
      • SD-68584 : When XLS files of requests with the custom status Completed are imported, the Completed Date field takes the current date rather than the pre-set values.
      • SD-70653 : Unable to add Service Requests from a requester login if the template has more than 24 single line additional fields with "Requester Allowed to Set" option unchecked.
      • SD-70142 : When auto-closure is enabled and all the tasks of the request are resolved, then status changes are not captured in the history.
      • SD-68996 : Values doesn't get displayed for the additional fields in the dependency list view of a request.
      • SD-68989 : Support groups' sender mail address is getting displayed as from address for the request which is assigned to that support group. Issue occurs if the requester replies through portal.
      • SD-68953 : Reply mail is triggered when pressing the enter key from subject column of the reply window.
      • SD-25343 : Clicking on choose button in the Advanced Filtering section under Add custom views page displays a pop up window in smaller size.
      • SD-69394 : Request description's edit history is not captured if the content is greater than the maximum limit.
      • SD-69753, SD-70167 : Requesters are not able to search requests using request ids.
      • SD-68778 : While printing a request of an actual half page content, it takes up two pages.
      • SD-67445 : In request details page, clicking on monitor icon under the requester's name does not open up the requester's asset pop-up as expected in the center of the page. This issue occurs only in Chrome.
      • SD-67527 : Unable to print in the Landscape mode while using Chrome after migrating to 9308.
      • SD-70889 : Requests: In combined tasks list view, the estimated effort field's value is shown in minutes.
      • SD-70929 : In request list view left side pane, task's subject has a bold font which is not pleasant.

      Problem

      • SD-69758 : Default size of the Add Notes window in problems' create/edit page has been increased.
      • SD-68743 : Problem - While hovering over a problem in problems list view, associated incidents count is not shown even if there are associated incidents.
      • SD-69884 : In a case, where the application server runs on Windows and has Linux as the client, problem attachments with special characters in their names aren't saved properly and therefore can't be downloaded.

      Change

      • SD-69474 : In 9323 and the following versions, Assets Involved field value is not added upon adding/updating a change using API.
      • SD-69475 : When field names in change API contain forward or trailing space, the field values are not auto-populated in the change.
      • SD-69903 : When the maximum number of assets are added to a change, only the key is displayed rather than the message itself.
      • SD-69595 : When you create and associate a new change from within an incident or a problem, the assets associated with the incident/problem aren't added to the change.
      • SD-70143 : After you associate incidents or problems to a change, the incidents/problems selection window fails to automatically close.
      • SD-66044 : Error occurs while updating a Change through API when Group field is marked as mandatory.
      • SD-66292 : 'Not associated to any site' option is listed in alphabetical order instead of at top of the list in the Site field under Change details page' edit section.
      • SD-66868 : Unable to assign group for a change through API if the site is not provided along with the group.
      • SD-61895 : While clicking 'Send for Recommendation' in approval section of a Change, the pop-up that appears has a misleading title ("Submit Change For Approval" is shown instead of "Submit for Recommendation").
      • SD-70981 : Users not able to add approval comments using non-login URLs.
      • SD-68370 : Change owner without the create change permission is not able to edit a change.
      • SD-68708 : Change Additional Fields - Fields added using "Add new field" option in change template gets added to both the template and "Available Fields".
      • SD-68814 : Change - HTML content is shown in the print preview page.
      • SD-69132 : Change - Print view does not contain the Image attached in the 'Description' field of change in "Review" stage. The image's source is alone shown.
      • SD-68632 : Invalid request (in planning stage) is displayed under archived request for SDAdmins.

      Projects

      • SD-66579 : Project title is displayed as undefined in the project gantt view when the project doesn't fall on the selected time span but any of the milestones/tasks fall in the selected time span.

      Solutions

      • SD-61821 : On hovering over 'All Solutions' under Topics section of Solution module, the scroll bar flickers and becomes immovable.

      Admin

      • SD-67899 : Error message is not shown properly while adding a duplicate Custom Triggers name with a script tag.
      • SD-67541 : Admin>> Advanced Analytics: Clicking on texts near the radio button in configuration wizard also enables the radio button. Also, option provided to close images under Reports-->Advanced Analytics.

      Reports

      • SD-69615 : Print preview page in reports comes with large space between passages.
      • SD-69454 : In CI History and Audit reports, when you miss out From/To date and update them, an untranslated error message with just the key in it is thrown.
      • SD-35320 : Exception occurs when executing a query with ORDER BY clause under Reports--> New Query Report.
      • SD-60523 : Custom report output containing boolean and date fields are right aligned.
      • SD-67835 : Unable to generate "Audit History by Workstation" report.
      • SD-68477 : Reports - In matrix reports, clicking on the currently selected tab changes the tab but not the content.
      • SD-68512 : Reports - Exception occurs in custom report's filter if there is no value specified in the criteria's value field.
      • SD-68511 : Reports - Exception occurs when same column name is given in "then group by" select options.

      Others

      • SD-70391 : Users could save reminders across the product with just entering some space (without text/numeric entry) in the Summary field.
      • SD-70465 : Broadcast message option is displayed for requesters when the Quick Actions menu is enabled.
      • SD-69583 : In problems and changes, the notes icon appears distorted in notes the list view.
      • SD-70587 : The less privileged users are able to view the technician and the domain details.
      • SD-69304 : NullPointerException occurs when you integrate Analytics Plus (version 3120 and earlier ones) with ServiceDesk Plus.
      • SD-69327 : When one of the two technicians with the same login name in different domains executes a scheduled report, domain credentials of the other user (without the module/scheduled reports privilege) is loaded, at times, and an exception error is thrown.
      • SD-69990 : When you delete service catalog additional fields, they aren't removed from Zoho Reports integrated with ServiceDesk Plus.
      • SD-70123 : Performance issue due to high CPU usage.
      • SD-65752 : While clicking on Dynamic View for any Data Models under Reports, an error message pops up and disappears automatically.
      • SD-70496 : Issue in re-assigning category if subcategory is moved under another category.
      • SD-68281 : Zoho Reports - Special characters are sent in encoded form while sending an initial success mail.
      • SD-68317 : Zoho Reports - After saving zoho reports credentials, not able to change to Analytics plus as resetting the password is not possible.
      • SD-68628 : Zoho Reports - Nullpointer exception occurs while parsing change.xml and adding it in zrmemodules.xml. Issue occurs if change.xml entries are already present in zrmemodules.xml
      • SD-68954 : Incorrect 'Schedule Start' & 'Schedule End' time are shown in Change Calendar if the client and server time zone are different.
      • SD-62367 : Import now button has been provided at the bottom of the AD import window to avoid unnecessary page scroll down.
      • SD-68212 : Proxies will be skipped for locally installed Analytics Plus.
      • SD-68272 : Zoho Reports - Edit option for the 'host' field in Analytics Plus configuration is provided.
      • SD-70400 : Timer value is not shown properly for chats transferred to a different technician. Issue occurs if the technician to whom the chat was transferred hits refresh.
      • SD-70807 : Unable to see the Announcement settings section since upgrading to the latest version.
      • SD-70865 : Formatting in the chat box is not done properly.
      • SD-70915 : Announcements order is not proper in the latest version.

      9406

      (Released on 25, April, 2018)

      New feature in 9406

      • SDF-68872 : Auto delta scan: Automatic identification of hardware and software changes by the agent in the client machine and notify the application server to initiate the scan from the server.

      Issues fixed in 9406:

      Vulnerability

      • SD-69461 : Privilege escalation vulnerability in attachments section of assets.
      • SD-69294 : Privilege escalation vulnerability in default license types.
      • SD-69460 : Privilege escalation vulnerability in associating workstations.
      • SD-69302 : Privilege escalation vulnerability while editing the asset details page.
      • SD-58456 : The SSL handshake failure occurs if the cipher suite algorithm used by the server is not supported by the windows agent.
      • SD-66584 : Information exposure vulnerability in credentials library.
      • SD-68070 : XSS vulnerability in purchase order list view search.
      • SD-66403 : XSS vulnerability in add new contract page.
      • SD-68516 : Privilege escalation vulnerability in associating child contracts.
      • SD-56921 : Weak ciphers removed in Agent.
      • SD-66409 : XSS vulnerability in the barcode's history page.

      Dashboard

      • SD-69056 & SD-67925 : Incorrect information is displayed in the asset dashboards' 2d bar graphs.

      Request

      • SD-70891 : Unread requests in the request list view are not bold enough.

      Asset

      • SD-68985 : SMBIOS information is not getting fetched while scanning a workstation.
      • SD-68339 : Unable to fetch the "last logged in" user's information using script scanning in Linux machines.
      • SD-68056 : Sound card information does not get updated even though it is present in scanned XML for all XML scans.
      • SD-70119 : Distributed asset scan fails when the domain name contains space in the central server settings.
      • SD-70555 : NullPointer Exception occurs when processing OS information scanned and pushed from ManageEngine Endpoint Central (formerly Desktop Central).
      • SD-66609 : Processor (CPU) changes are not reflected in the history tab during a scan.
      • SD-67320 : Unable to fetch the "last logged in" user's information during Mac machines scan.
      • SD-68136 : Based on the sysdescription, incorrect model names are assigned to snmp devices. Because of that unknown models are not listed in unknown OIDs list.
      • SD-70590 : Agent upgrade is delayed in build versions with the latest framework change.
      • SD-70606 : Able to configure the Windows agent by using the CSRF vulnerability.
      • SD-66809 : Web remote session continues even after logging out of the application.
      • SD-68137 : Permission Denied Error occurs while executing a linux script file for commands like "Dmidecode".
      • SD-70772 : Web remote is not working in exe,https setups in recent builds.

      CMDB

      • SD-66317 : Business impact data is only partially shown in the drop-down in add new CI type page.
      • SD-69531 : When you edit a child configuration item (an asset with OS unspecified) manually or through API, it is moved into the parent CI.
      • SD-69541 : Users are not able to update requester's login name and domain name through CMDB API.

      Software

      • SD-69053 : NullPointer Exception occurs while allotting CAL for users.
      • SD-67584 : Wrong warning message is shown while deleting software licenses.
      • SD-53608 : Multi Line License additional fields are not shown in the Software License CSV import page.
      • SD-67428 : Software suite is not getting deleted in a workstation's software list even if there are no software in the workstation.
      • SD-69431 : Software license keys are limited to hundred characters.

      Purchase

      • SD-69215 : When a PO is edited and the approval process is initiated for a second time, then the approval process faces a breakage.
      • SD-69017 : If a Product's Name contains '_' while creating a PO from PR, then that name does not populated in the New PO Form.
      • SD-68912 : In Purchase Requests's approval notification mail, values for udf-char variables are wrongly replaced.
      • SD-68659 : While creating a purchase order, the cost center lists names instead of the codes.
      • SD-68285 : If the default terms and conditions for purchase orders exceed 3500 characters, then the PO is not getting saved.
      • SD-68534 : Purchase requests display the Cost centre Name instead of the Cost Centre Code.
      • SD-67651 : Unable to approve the PR from the Approval tab if a comment is added with special characters.
      • SD-69876 : Search function doesn't work while choosing a technician in a purhcase request.
      • SD-69873 : '&' in a software name is replaced with 'amp' in purchase orders.
      • SD-69216 : When you add a product through a purchase order, and then edit its vendor details under the Admin setup, the vendor details are not updated until you specify the Warranty Period.
      • SD-69501 : Inline search doesn't work after searching a purchase order in the global search.
      • SD-69483 : When technicians are deleted while being associated to purchase requests, they continue to list in the Technician drop-down of new purchase requests.
      • SD-68662 : Unable to close the error message pop-up that appears when a purchase order is saved without filling the quantity field.

      Contract

      • SD-69067 : If a contract has special characters as values in its pick list fields then they are changed to empty values while editing.
      • SD-68813 : Ampersand characters present in the description and support details fields of the add new contract form are not displayed properly.
      • SD-69442 : Pick list additional field values containing space or special characters are not displayed when creating/editing a contract.
      • SD-69632 : Users are able to add/remove assets to expired contracts after renewing them.

      Admin

      • SD-69082 : Incorrect error message is shown for duplicate key exception while editing the name of an asset.
      • SD-69047 : Unable to delete workstations from the "Workstations failed during last scan" list view.
      • SD-68947 : Asset Probe data is not deleted from the central server after a successful import of remote data.
      • SD-68258 : Vendor names are not listed alphabetically in the Asset creation form and edit form.
      • SD-67078 : Unable to search Russian user names in the 'Choose User' field of the Asset state pop-up.
      • SD-65944 : Navigation message for the flexigrid view is not in I18N.
      • SD-70604 : Able to add and update requester details by CSRF vulnerability.
      • SD-70041 : When you remove assets from a static group, they are not detached until you refresh the page.
      • SD-70738 : Robo technician functionality does not work in exe setups.
      • SD-70743 : In IE 11, Impact page under Admin is not loaded properly.

      Reports

      • SD-70771 : Duplicate Fields are displayed in reports after the latest upgrade.

      Others

      • SD-70806: Default font in the application is changed after upgrading to 9404.

      9405

      (Released on 16, April, 2018)

      Behavior Changes in 9405

      • SD-70241: Ntlm log accumulation is cleared during server startup.

      Issues fixed in 9405:

      Vulnerability Issues:

      • SD-70608: XSS vulnerability in the request list view is fixed.
      • SD-70609: XSS vulnerability in distributed asset scan's list view.
      • SD-70607: Able to add custom schedules by using the CSRF vulnerability.
      • SD-69186: XSS vulnerability in request collaboration.
      • SD-68638: Privilege escalation vulnerability in user roles.
      • SD-68373: Privilege escalation vulnerability in logs.
      • SD-69384: Information exposure vulnerability in log files.
      • SD-68230: XSS vulnerability in merge request pop-up.
      • SD-68214: XSS vulnerability in the logged-in technician pop-up.
      • SD-68125: XSS vulnerability in solutions' topic.
      • SD-68112: Privilege escalation vulnerability in archived requests attachments.
      • SD-68007: XSS vulnerability in reply template.
      • SD-67814: XSS vulnerability in importing projects.
      • SD-67802: XSS vulnerability in imported solutions.
      • SD-67533: Privilege escalation vulnerability in requester details.
      • SD-70382: Privilege escalation vulnerability in password reset configurations.
      • SD-69972: Privilege escalation vulnerability in generating API keys.
      • SD-69491: Privilege escalation vulnerability in problem attachments.

      Home:

      • SD-68213: Characters ('&lt;' and '>') are replaced by ('&lt;' and '&gt;') in the back up technician drop-down while a assigning back technician rule under Scheduler>>Back up Technician.
      • SD-66615: Exceptions occurs while adding or viewing tasks from the home page.
      • SD-70419: Error occurs while approving a request from the home page.
      • SD-69817: Task Owner is not displayed when the edit icon is clicked from Comments/Work log/History tabs under Home-->Tasks.
      • SD-70623: In the home page Scheduler, technicians with '&' in their names, when marked on leave continue to list in the backup technicians drop-down.

      Tasks:

      • SD-70047, SD-70171 : Add worklog page is blank for requesters with add/view task permission.
      • SD-69024, SD-70440 : Description content in the task notification is displayed without line breaks.
      • SD-70720: Encoded characters are present in subject field of the task notification email.

      Request:

      • SD-69131: Under service request's resource questions if the answers have a colon(':') between numeric values (E.g,10:30), then it is not getting saved.
      • SD-68115: Diff updates are not mentioned in the history tab if a resource section of a service template is updated multiple times.
      • SD-66739: In some cases, diff updates related to checkbox questions in the resource field of a service template are not captured in history.
      • SD-70454: Unable to create purchase request from service request when priority is High or Medium or Low.
      • SD-70413: When the approval configuration 'Do not assign technician before Service Request is approved' is enabled, then the original technician is assigned via service template instead of backup technician after the service request is approved.
      • SD-70385: When a signature variable is included in the 'Notifying for Approval' notification template through a non-login view, an approval notification is not send to next level approvers automatically after the current stage is approved.
      • SD-70356: Unable to perform a column search in request list view with two parameters.
      • SD-69880: Expand/Collapse option doesn't work in the History tab of any tasks under Requests.
      • SD-70752: When technicians who are not SDAdmins add/edit resolutions to requests, they are unable to select and use resolution templates.
      • SD-70741: When technicians who are not SDAdmins reply to requests, they are unable to select and use reply templates.
      • SD-70521: When incoming emails with images are addressed to two custom groups with different aliases, they are created as two requests, but images appear only in one request.
      • SD-70579: Requesters are able to delete approvers under the Approval tab of incident requests.
      • SD-69279 : Text wrap is not applied for archived log's description in the work log list view.

      Asset:

      • SD-70717: When a software, initially with unspecified CI type is edited and saved, the CI type is set to null.

      Reports:

      • SD-66855: Task description field is missing in the custom reports for tasks.

      Admin:

      • SD-69050: Alternative email ids of the requesters listed in the CI info tab are encrypted twice.
      • SD-68721: If any user group is saved without criteria, then user group specific service templates are not available for requesters.
      • SD-68139: Mail fetching is stopped while receiving a push notification.
      • SD-63913: If the TLS 1.0 is disabled in the mail server, then the mail fetching stops.
      • SD-70442: Closure code and closure comment values for Resolved status are not maintained when the request is auto-closed.
      • SD-70367: Support group's site ID in CI table of a referred site is updated as Null when default support group's site is updated.
      • SD-69449: Unable to import users from AD if all the required OUs are selected.
      • SD-69794: V1 GET_WORKLOGS API doesn't respond properly if the worklog field contains special characters.
      • SD-70708: In privacy settings enabled builds, when users try to delete technician accounts accommodating special characters, the names appear broken in the anonymizing window.
      • SD-70697: In privacy settings enabled builds, users are unable to delete technician accounts when their anonymous names hold the character, '%'.
      • SD-70533: Mail fetching is ceased in large environments.

      Others:

      • SD-69436: While accessing AjaxServlet using an invalid argument, blank page with a 'null' text is displayed
      • SD-70620: Users are able to upgrade the build to a higher version while running the server which results in a partial upgrade error.
      • SD-70619: Users are able to proceed with the build upgrade after an exception error (for current and upgrade versions being the same) is thrown and this results in a partial upgrade error.

    9404

    (Released on 5, April, 2018)

    New Features in 9404 :

    • GDPR
      • User privacy management : Handle personal data of users (both technicians and end users) in accordance with privacy regulations such as the GDPR. In the Request module, you can now mark out all fields that contain users' personally identifiable information (PII), making it easy for admins to identify what PII is collected and stored in ServiceDesk Plus. In addition, when users exercise their right to be forgotten, admins can anonymize the deleted users' names to random text and delete the associated PII from the application. Find this feature under Admin >> Privacy Settings. For more details, Click here.
    • PM Tasks for Service Request - Plan your preventive maintenance tasks well in advance for service requests as well.

      Find the feature in Admin >> Organizational Details >> Preventive Maintenance Tasks.

    • Custom Trigger Enhancements
      • Execute custom trigger actions for requests that contain replies and for approved/rejected requests.
      • Groups defined under other sites are now listed under criteria.
      • Requester name, sites and technician will now be listed under criteria.
      • Create triggers without any criteria. By default, this option is disabled. To enable, follow the instructions from the link

      Find the feature under Admin >> Custom Trigger >> Execute Actions.

    • Technician Homepage Enhancements - Customize technician's home page by adding/organizing widgets, and changing the layout and background color.

      Find the feature under Home >> Customize.

    • Export Requests - Select and export requests right from the list view, in various formats.

      Find the feature under Requests >> Actions.

    • Organize Request Catalog - Easily sequence the templates under the request catalog to suit your requirements.

      Find the feature in Admin >> Service Catalog >> Reorder.

    • Scribble Pad - Make simple, hurried notes in a jiffy using the all-new inbuilt scribble pad.

      Find the feature at the top right corner of the header pane.

    • HTML Editor Enhancements - Edit email notification content as HTML and use $ to add variables to the content.

      Find the feature at Admin >> Notification Rules >> Customize template >> Edit HTML.

    • Health Meter - Assess your application's health metrics in just a glance from the community tab.

      Find the feature under Community >> Health Meter.

    • Unified Notification Rules - Customize and configure notification rules across modules under a single roof.

      Find the feature under Admin >> Organization Details >> Notification Rules.

    • Admin Search Enhancement - Experience the enhanced admin search functionality with the categorically listed searched items.

      Find the feature in the Admin section.

    • AMS Renewal - Be notified of the subscription expiry and apply for its renewal, right from the application.

      Find the feature under Technician Profile >> Get your new AMS.

    Issues Fixed in 9404 :

    • SD-69036 : Custom triggers are not executed for duplicated requests.
    • SD-64060 : Custom triggers are not executed on requests that are generated from preventive maintenance tasks.
    • SD-61050 : XSS vulnerable "JQuery" framework version (1.8.3) has been upgraded to stable version (2.2.4)

    9403

    (Released on 21, March, 2018)

    New Features in 9403 :

    • SDF-69258 : Support for 'Georgian' language.

    Issues Fixed in 9403 :

    • SD-69139 : XSS vulnerability in Request API.
    • SD-70508 : AD authentication doesn't work in the mobile client context.
    • SD-70395 : In recently upgraded setups, start server/ shutdown server shortcuts does not work properly.
    • SD-70341 : Due to the API calls restriction to Zoho Reports, the SDP-Zoho Reports integration fails.
    • SD-70211 : Under "Requests by" filter in the dashboard, we are not able to access open/onhold/overdue tickets of technicians with commas in their names.
    • SD-70148 : Field and Form Rules configured to modify resource sections do not work on the request details page for inline edits.
    • SD-70138 : When starting ServiceDesk Plus by using the desktop icon, the browser is not automatically invoked.
    • SD-70065 : For non-English language requesters, the request ID search throws an authentication error.
    • SD-70000 : When data related to requests are partially added in mssql database, archiving/deleting a request from trash is not possible.
    • SD-69808 : Under Quick Create, if we select a requester name and select a change template for that requester, the requester name gets swapped with the logged-in technician's name.
    • SD-69350 : While copying a service template's FAFR to another service template, incident templates associated to service categories are listed in the "Copy rules to template(s)" drop-down.
    • SD-69145 : When multiple API calls are made simultaneously in the request module, issues occur.
    • SD-68637 : Under workflow, the Notify stage change to users value is not set when you modify the Move to stage & status filter.
    • SD-65128 : In some scenarios, custom trigger list view disappears when a new custom trigger is added.
    • SD-70509 : Sending task notifications to groups takes a lot of time.

    9402

    (Released on 26 February, 2018)

    Issues Fixed in 9402 :

    • SD-70246 : Application header does not load properly if the web remote configuration fails to fetch the server name from the DNS.
    • SD-70228 : DC tight-install in SDP is not getting started if the application is invoked as a service.
    • SD-69920 : Unable to save any change templates after upgrading to the 9332 build. The issue occurs when we select change manager and refresh the page.

    9401

    (Released on 13 February, 2018)

    Issues Fixed in 9401 :

    • SD-70135 : Issue post 9400: Unable to create service requests, merge requests, or convert incident requests to service requests if the default additional fields are deleted in the earlier versions of the product.
    • SD-70066 : Change module goes blank if the change type in a change has more than 22 characters. The issue occurs if the change type column is chosen from the change list view.
    • SD-70155 : Custom trigger scripts are not working when the application is started as a service after a restart.
    • SD-70210 : After the mickeylite update, when the Globalconfig category "mailfetching" has "RUNNING" as its value, then mails are fetched from both "MailFetcherService" and "MailFetchingTask" resulting in duplication of tickets.

    9400

    (Released on 31 January, 2018)

    Framework changes :

    This upgrade removes the jBoss dependency from the framework, reduces security risk with jBoss, increased performance and quicker startup.

    New SCCM Connector:

    New SCCM to SDP connector (Mickey lite compatible) is updated in the resources section of the web page. Download the latest connector zip for integrating SCCM with SDP.

    MySQL support:

    MySQL will not be supported from this version.

    9336

    (Released on 11, April, 2019)

    Issues Fixed

    • SD-77871 : Privilege Escalation Vulnerability (CVE-2019-10008) and User Enumeration Vulnerability (CVE-2019-10273) in login page has been fixed.

    9335

    (Released on 22 January, 2018)

    Issues Fixed in 9335:

    • SD-69732 : Technician name is set as empty in Endpoint Central (formerly Desktop Central) when the technician name is edited in ServiceDesk Plus.
    • SD-69971 : In some SSO-enabled environments, blank page appears during login.
    • SD-69958 : Vulnerability fixed.

    9334

    (Released on 8 January, 2018)

    Issues Fixed in 9334

    • SD-69824 : Agent certificate and jar signed certificates are expired. Msi and jar files needs to be signed with the latest certificates.
    • SD-69626 : Upgrade failure occurs when a CI type which is created later is made the parent type of a CI type created earlier. Issue occurs when both the CI types are mapped to a same product type.
    • SD-69625 : Migration to 9332 fails due to the duplicate values present in URL encryption details.

    9333

    (Released on 2 January, 2018)

    Issues Fixed in 9333

    • SD-69633 : Vulnerability fixed.
    • SD-69338 : Migration fails while applying the 9327 patch throwing the following error, "Out Of Memory" which is due to the huge data present in the Notification table.
    • SD-69629 : Issues with marking of filters as "favorites" and in filter order rearrangement in Request custom filter.Breakage occurs when migrating to 9331 & 9332.
    • SD-69635 : If the task dependencies in service request template is enabled, then the approval tab does not show up while a requester submits a request.

    9332

    (Released on 21 December, 2017)

    Issues Fixed in 9332

    • SD 69627 : Request custom filters and advanced search are not working.

    9331

    (Released on 19 December, 2017)

    Behavior Changes in 9331

    • Group filter in request list view filter will be removed by default. You can enable the groups again in the request list view filter by accessing admin>>self service portal settings>>Show groups in request list view filter.
    • V3 API: The parameter name 'input_data' must be in lower case.
    • V3 API: Technician key is replaced with "authtoken" and it should be sent in request header.

    Issues Fixed in 9331

    Vulnerability Issues:

    • SD-61620, SD-69438, SD-55684, SD-65300,SD-63635,SD-69157, SD-65635, SD-65884,SD-65600,SD-65625,SD-66817, SD-69323, SD-69324, SD-69325, SD-69326, SD-67516 : Vulnerability fixed.

    Home

    • SD-67723 : In leave mail notification : To and From dates are interchanged.

    Dashboard

    • SD-67691: Under Problem & Change, Change by Typegraph is not updated on changing the site.
    • SD-69078 : "If we select "group by" option while creating a custom report : line/area charts are not properly displayed in report's widget view under dashboard."
    • SD-69212 : The request summary report projects wrong "Last Week and This Week" data during the start/end period of DST.

    Request

    • SD-65757 : When requests are merged, the "Due By Time" and "Response Due By Time" are wrongly calculated.
    • SD-66371 : Logged in requester is not able to access a survey link from a portal.
    • SD-66764 : Approval flow is executed twice if we click on the Accept/Reject button twice in the approval action menu.
    • SD-60354 : A url with braces in it is not saved as a link in rich text fields across the product.
    • SD-60746 : Status change comment is not mandated if the status is changed via global edit option.
    • SD-62883 : Default values of Service Additional Fields in Service template are not picked up on converting Incident to Service request.
    • SD-65118 : Requester is able to access all requests by changing the URL of requests list view.
    • SD-65746 : Requester is not able to create a request in an MSSQL setup if the requester's name has square braces.
    • SD-66128 : Home page task list view filter and Request task list view filter are dependent.
    • SD- 66256 : Archived Request History is not shown for the requests where worklog timer is stopped by status change.
    • SD- 65742 : Self-Service Portal settings allow admins to display or hide groups in Request List View filters.
    • SD- 65743 : If a request custom filter is edited, only open requests, and not custom filter, view is displayed under the request list view.
    • SD-68030: While clicking on the the approval link under conversation details, an error page is displayed.
    • SD-68011 : Inactive support groups will not be listed in request list's filter view.
    • SD-68054 : Technicians are able to get requests out of their scope during a default search.
    • SD-68060 : Request's "DueByTime" is wrongly calculated when we put the requests on hold and update their SLAs.
    • SD-68117 : Reply window does not get closed after sending reply mail if Request tab is closed.
    • SD-69372 : Duplicating a service request takes more time if the number of users are high.
    • SD-68057 : After approving a Service Request with unassigned technician , notification with blank technician name is triggered.
    • SD-68180 : REST API V1: When adding or updating resource answers (plain text type answers) with json input format under service request : the answers get auto revised to lower case.
    • SD-67674 : While converting a service request to an incident request : with "Overwrite field values with template values' enabled : the description content becomes blank if the template does not have one (description) in it.
    • SD-67724 : Request ID Search is not working properly in requester login.
    • SD-67600 : 'Resend' button is removed in approval mail notifications under request>>conversation details.
    • SD-66802 : While the tech auto assign is enabled and the technician field is changed to 'unassigned' status and the save button is hit multiple times, then the technician also gets dynamically changed/updated multiple times.

    Problem

    • SD-55537 : Problem status is shown as ID in Day view of the problem history.
    • SD-67567: Unable to close a problem when the Closed Date field is empty.

    Change

    • SD- 65664 : When assigning more than one change role to a technician, multiple notifications are sent for the user through change stage and status.
    • SD- 56906 : If the mail content or subject does not contain the Non login link, bulk notifications are sent to all users.
    • SD-65252 : Task-related status comment not updated in the Change Implementation phase.
    • SD-65664 : Users with multiple change roles receive multiple notifications through Change Stage and Status.
    • SD-66672 : - When a change is deleted, the corresponding row in approval details table is not deleted.
    • SD-66801 : In the planning tab, user information disappears when the page is refreshed or when the tab is toggled, after adding impact, rollout, backout plan, checklist, or downtime.
    • SD-67938 : Additional fields are allowed with similar name in Change additional fields.
    • SD-68414 : File attached with an empty description in change request and again viewing the same page displays '&nbp' in the description of the attached file.
    • SD-69007 : Links in the Print Preview page of a change doesn't work.
    • SD-67698 : Error occurs when Add/ Delete option for Downtime field in the planning stage is clicked multiple times.
    • SD-67162 : When Downtime set in the planning stage is edited in the implementation stage, it does not get updated.
    • SD-67323 : The field values that are added or edited under planning stage are hidden when using the application in Microsoft Edge.

    Asset

    • SD-68799 : While importing assets through CSV, additional fields' values are displayed as null.
    • SD-68937 : Unable to scan SNMP devices during network scan when multiple credentials are configured for it.
    • SD-69094 : UK constraint Exception after migrating to 6129.
    • SD-67750 : A technician with permission to edit assets is not able to reconcile two assets.

    CMDB

    • SD-67825 : Error while deleting CI Type under which there are more than 10000 assets.

    Purchase Order

    • SD-68900 : Comments in the cancelled PR's snippet view is encrypted.

    Admin

    • SD-60470 : Additional fields that exceed the character limit are truncated when it is associated with a template and when a problem or change is created.
      Or
      Warning message is not displayed when the character limit for additional field name exceeds.
    • SD-68428 : While creating a pick list change additional field with empty values or defined values, random values are displayed instead of the defined values.
    • SD-68434 : Values selected in 'Services Affected' field in Change template are unchecked when reopened.
    • SD-68436 : If we click on any one of the selected assets in change template's 'Assets Involved' field and then re-edit, assets get duplicated.
    • SD-68965: In ADMP action menus edit page, 'Roles' dropdown is empty in MSSQL. Roles API is sending the failure message, when we try to fetch the roles.
    • SD-69209: While adding a product name with special characters for a new software, the auto populated product name is encrypted.
    • SD-69177 : User gets authenticated via SSO even when LDAP authentication is configured.
    • SD-69126 : "When a requester in a site that refers to another site initiates a chat request : the support groups associated to the site are not displayed"
    • SD-68739 : "When a request with on hold time is duplicated : the duplicated request displays incorrect due by time."
    • SD-68558 : Tabs in the mail server settings page takes longer time to load.
    • SD-67868 : Application does not restrict lengthy (Exceeding 100 characters) additional field names that are associated to templates which results in truncation of those names while creating a request.
    • SD-67737 : Additional fields mapped with incident/service templates are removed if we rename the additional fields.
    • SD-67617 : Standard Edition : "Notify technician when a request is shared with him/her." option is not available in Notification Rules.
    • SD-66311 : Email command does not work for outlook mails in HTML/Richtext formats.
    • SD-66669 : Requester is not able to create a request in an MSSQL setup if the requester's name has square braces.
    • SD-67010 : Tasks does not get copied while copying Service Catalog Template.
    • SD-60226 : Unable to copy Service Request Template containing tasks with dependencies.
    • SD-24345 : URL with braces mentioned in the description of a request is displayed as a plain text instead of as a link.
    • SD-49399 : Unable to view Requester details from request details page if technician is not having 'Editing Requester' role.
    • SD-48586 : When a support group is renamed in the default site, it does not get updated in the respective copy site

    Reports

    • SD-21428 : Link icon (hand symbol) is not displayed while hovering mouse over delete/edit buttons under 'Scheduled Reports' list view.
    • SD- 24908 : Questions marks in additional fields are converted as hyphens after running reports.
    • SD-29462 : New line feeds are missing in request's report description field.
    • SD-30037 : Grid lines are missing in advanced matrix reports when they are exported in pdf format.
    • SD-30518 : For users with custom/special roles, their permission check is not applied other than the first page of the reports results page.
    • SD-32323 : Unable to run audit and workstation summary reports when the organization's name has double quotes.
    • SD-34859 : While generating stacked reports in vertical orientation, invalid labels with 'zero' value appears. Also while generating stacked reports in horizontal orientation, labels are not displayed properly.
    • SD-35320 : Exception occurs while trying to execute a query with "ORDER BY" phrase in it.
    • SD-38105 : Improper construction of query while running a matrix report with date filter.
    • SD-38109 : Issue occurs while generating reports if the logged in user's name has a back slash character.
    • SD-38257 : Default items are not appearing under advance filter while creating custom reports in change.
    • SD-48747 : For tech having custom roles, edit permission is not available in the reports list view page, however edit permission is available after the report is generated.
    • SD-49068 : Issue : When license is changed from Enterprise to Standard , "Change Approvals" is shown in Home Page.
    • SD-52536 : In custom report's 'Date filter' if the 'from' date is not given, then the report gets generated but it cannot be saved.
    • SD-53734 : When date fields are null in advanced matrix report, irrelevant entries are found in first column of the report.
    • SD-66205 : Charts in custom reports appear right-aligned.
    • SD-66286 : The scheduled time displayed on the page refers to sever time and not the user's time zone.
    • SD-66372 : Unassigned date fields in advanced matrix custom reports displayed incorrect values under the Date and Time columns.
    • SD-66562 : Only a part of the organization name is displayed in some reports.
    • SD-68433 : Unable to generate frequently asked query reports.
    • SD-67100 : Error occurs upon triggering a report with an additional field column containing '}' character.