ServiceDesk Plus ReadMe

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.

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.

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.

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.

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.

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.

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.

Issues Fixed

Vulnerability

• SD-82310 : Privilege escalation vulnerability occurs after 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 Desktop Central/Mobile Device Manager Plus, accessing the Mobile Device Manager tab displays inappropriate error message.

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.

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.

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"

Issues Fixed

• SD-82224 : In Advance Analytics integration, Instance/Scheduled sync fails even after successful completion of initial sync.
• SD-81194 : In some scenarios, multiple scheduled reports generated on the same time contain incorrect report titles.
• SD-82937 : The Performed by column name in the System log viewer is updated with an incorrect name.

Issues Fixed

• SD-82155: While approving the recommendation for a change from a user login an irrelevant error message is shown.
• SD-81135: A duplicate Item can be saved under Others Category by adding some extra space in the Item field.

Issues Fixed

Requests

• SD-80777 : An error message is thrown while an approver takes approval action from the home page.
• SD-80743 : In some cases, a blank approval notification email is triggered.
• SD-80672 : Comments entered by the previous stage approvers are not shown properly in the approval action page for the next stage approver.
• SD-71986 : In service requests, the approval process is paused if approvers of an intermediate approval stage are deleted.
• SD-80289 : A service request with the Assign technician only after Service Request approval option enabled in its workflow is not assigned to a technician/backup technician based on the date of approval.
• SD-80906 : Disabling the default request template from self-service portal settings displays an error when the requester tries to add a new request.

Admin

• SD-80233 : In Admin >> Service Catalog >> Service Categories, editing a business service category displays IT service category in the header.

Others

• SD-81673 : In MSSQL setup, Upgrade freezes in Non-English OS.

Enhancements

• SDF-65927 : ServiceDesk Plus now supports SAML 2.0, which is an easier alternative to conventional sign-in methods already available for online services. Users will no longer have to provide passwords specific to each service they access. Configure SAML single sign-on from Admin >> Users >> SAML Single Sign-On. To learn more, click here.
• SDF-58535 : Clear button introduced for all date fields in the Project module.
• SDF-81252 : Feature Overview Videos :
  SDAdmins can now watch feature overview videos for admin configurations, including request life cycles and field and form rules from within the product. Videos on effective incident management and service management processes are also available.
  The videos will auto-play on application startup and upgrade but can be skipped. SDAdmins can access the videos anytime from the request list view page.
• SDF-72081 : In Admin >> Survey email configuration, the skip survey link is now listed as a variable which you can choose to include in the email content. You can also customize the email content in non-english languages.

Issues Fixed

Vulnerability

• SD-80778 : CSRF vulnerability in Tasks under Notification rules while performing add/edit/delete operations.

Home

• SD-69351 : An error message is thrown while editing the reminder page.
• SD-80256 : In requester login, when an user minimizes and maximizes the self-service portal page, it gets stuck there and expands only after a refreshing a page.

Requests

• SD-80678 : Performance issues in request fields configured with dependency using field and form rules.
• SD-80658 : Requester details are not changed as per field and form rules while navigating to other tickets via the left-side panel.
• SD-49227 : The copied images from outlook are not getting pasted into SDP.
• SD-80231 : Text wrap is not applied for notes when the font and size are changed.

Changes

• SD-80052 : A status change notification triggered by a change workflow is sent to users configured in other change workflows besides the correct users.
• SD-80363 : Unable to open the Change Calendar View in Chrome.

Projects

• SD-80501 : In Gantt view of Projects, navigating between milestones from the popup displays an error message.
• SD-80429 : Performing column search in Members tab under Projects >> Project Details Page does not display the row count in some scenarios.

Tasks

• SD-80785 : In tasks, when a technician without SD Admin role creates a task filter with Group as a condition, the group drop-down does not load properly.

Assets

• SD-79205 : In Assign Ownership pop-up if we click the Save button multiple times, the application creates multiple loaned assets.

Admin

• SD-80358 : In Admin >> Users >> Active Directory, clicking the refresh button starts importing users from the Active Directory. Also, unable to import users if the Move Assets option is disabled.
• SD-80648 : Under Admin >> Users >> LDAP, unable to import users by mapping the Reporting To field when the manager of a user is disabled.
• SD-80125 : Unable to delete multiple user groups from the Admin configurations.
• SD-80814 : Unable to assign more than two organization roles when creating a new site/region.
• SD-75206 : Null pointer exception occurs while sending a periodic survey.
• SD-77471 : Technician list view page takes longer time to load.
• SD-81192 : Not able to change inactive sites to active sites.

Reports

• SD-80356 : Performance issue in Reports.

Issues Fixed

Vulnerability

• SD-78239 : CSRF vulnerability when performing add/update/delete operations under some admin configurations.
• SD-78181 : CSRF vulnerability in Admin >>Support Groups while performing add/update/delete operations.

Assets

• SD-80433 : When the 'Save' button in the asset-user association pop-up is clicked more than once, multiple entries are added.
• SD-69467 : Virtual machines (VMs) are duplicated instead of getting updated in the following cases:
  • Failed resolution of a VM's fully qualified domain name (FQDN) in the initial or subsequent scans.
  • Scanning a VM after renaming it in its host.
• SD-77556 : Asset and warranty expiry notifications are sent every day from the configured date instead of being sent only on that day.
• SD-80313 : Under assets, using Unassigned filter option in the list view page displays an error message.
• SD-80209 : Under assets, providing an invalid entry for the cost field does not display an error message.
• SD-79086 : While adding a new scan credential an irrelevant error pop-up is shown.
• SD-79768 : Workstations with Mac OS are not getting inventoried if the soundcard details are missing in the workstations.
• SD-78286 : Unable to view all IP addresses of an asset in the asset details page. You can now view them by expanding the IP address(es) displayed in the asset title or by clicking View More under the IP Address field.

Purchase

• SD-79670 : Users with full permissions to the purchase module are unable to export the purchase list view data.
• SD-79352 : Under Purchase Requests, date fields except created date are populated with incorrect dates.

API

• SD-79361 : Unable to add asset tag by using CMDB API.
• SD-79356 : Unable to add/update VM hosts and virtual machines by using CMDB API.
• SD-80405 : Unable to add/update an asset's IP Address by using CMDB API.

Behavior Changes

• SD-70756 : Requests in resolved or completed status will be moved to open status (Or the start node if RLC is configured) when they are duplicated.

Enhancements

• SDF-78979 : Help text fields will have a rich text area in Incident and Service Templates.

Issues Fixed

Vulnerability :

• SD-80226 : Privilege escalation vulnerability while viewing requester details section.

Home :

• SD-38684 : Technicians are not able to select user groups for creating announcements.

Requests :

• SD-80302, SD-79281 : Requesters are not able to access archived requests list view.
• SD-80599 : If the default request template name is changed, then the default request add page is not getting loaded for requesters.
• SD-80745 : Technicians could close requests without the required permissions.

Solution :

• SD-72003 : The number of views for each solution is not updated across the application.

Assets :

• SD-80460 : SCCM integration does not populate asset data.

Admin :

• SD-78582 : Survey outgoing emails contain garbled values for certain fields in non-English languages, such as Chinese, Japanese, and Korean.
• SD-80396 : Under admin configurations, error messages are displayed in popups meant for success messages when copying rules between templates.
• SD-76740 : While configuring Notification Rules for Mobile App, some of the notification rules are not getting saved.

General :

• SD-78981 : Unable to reindex modules.
• SD-79989 : Unauthenticated sensitive information leakage during FOS replication. Please follow the instructions mentioned in this doc for the replication to work seamlessly.

Behavior Changes

• SD-79620 : Going forward, the approval action page will be shown while clicking on approval notification (bell notification).
• SD-78128 : In requests, problems, changes, projects, and project milestones, while adding a task by using the Add Task(s) from Template link, you can preview each task template in full screen.

Enhancements

• SDF-68783 : You can now disable, enable, hide, show, mandate, and non-mandate the On behalf of field in the request form by using the FAFR rules.

Issues Fixed

Vulnerability :

• SD-77197 : Vulnerability in query report generation.

Requests :

• SD-79896 : In the request details page, unless you collapse and expand the conversations, Reply and Forward icons of individual notifications are not displayed.
• SD-80157 : Under requests, an empty line is added to the resolution whenever it is updated.
• SD-79663 : In requests and request templates, an error is not thrown when non-numeric data is copy-pasted to a 'Numeric' field.
• SD-76153 : Under Requests, adding the resolution using a template for the first time displays an alert.
• SD-78319 : When Allow requesters to close their own resolved requests? is set to No under Self Service Portal settings, and a technician without request closing permission tries to close their own request, an inappropriate error message is thrown.
• SD-77804 : In some scenarios, technicians are unable to close their own requests using the link in the notification mail.
• SD-80167 : Error is thrown when updating a request using V1 API.
• SD-79996 : Approval is not sent to service approvers while adding a request via API. The issue occurs if the service approver is also an org role holder.
• SD-80162 : After taking the approval action (From approval tab under Request details page) and clicking on Go to home page from the thank you page, the home page gets loaded on the thank you page instead of closing the thank you page and redirecting to the main home page.

Admin :

• SD-79531 : In request templates, unable to add negative values in decimal fields.
• SD-80628 : When configuring the default request template, the name and description fields are editable.

Reports :

• SD-80239 : If the application runs on a PostgreSQL setup, custom schedules and scheduled reports that use query are not executed.
• SD-63602 : Under Reports, error in the schema displayed for Changes data model.

Integrations :

• SD-80088 : Scheduled data sync between ServiceDesk Plus and Zoho Analytics fails in certain cases due to API call limit.

New Enhancements

• SDF-27342 : While associating incidents with a problem or change, you can click an incident to get a full-screen display.
• SDF-42233 : Under Admin >> Organizational Details >> Operational hours, a new entry 59 minutes has been added to Start Time and End Time.
• SDF-75862 : A PDF file can be previewed only if the browser supports the file.
• SDF-78856 : In the Dashboard, Technician Home Page, and Requester Home Page, headers of unnamed custom widgets are hidden.
• SDF-79685 : Under Personalize tab, the Danish time format is included in the Set Time Format drop-down.

Issues Fixed

Dashboard :

• SD-78943 : Clicking on the asset count in any asset related widgets in Dashboards is not getting redirected to relevant list view page. The issue occurs only for non-SDAdmin users.

Requests :

• SD-77177 : If you open the request catalog menu while you're on the request list view page, the request catalog does not scroll.
• SD-78318 : Unable to add attachments if the attachment name contains '+' character.
• SD-74543, SD-80072 : Under mail fetching, inline images from Outlook and Gmail are not fetched properly into the application when the image name contains space.
• SD-79625 : On configuring editor and approver when creating a service request, notifications are sent to both the editor and the approver simultaneously.
• SD-78848 : In request creation form for service requests, Select Approvers field is slow to load when the number of approvers exceeds 6000.
• SD-78642 : In the approval page of a service request, the entire comment of the approver from the previous stage is not shown when hovering over the comment.
• SD-77440 : Under notification rules, unable to include approver comments in email template of Notify requester when a request is approved/ rejected option.
• SD-79730 : No error is thrown when a request is updated with an invalid requester name. The existing requester's name is preserved even after updating the request.
• SD-79990 : Unable to create a request using the default request templates in some scenarios.
• SD-76874 : Clicking on a request from the advance search request list view and hitting the back button from the request details page does not redirect to the advance search request list view instead it redirects to the main request list view page.

Projects :

• SD-78977 : Bullets added to a project description are not displayed in the project details page.
• SD-79510 : Scheduled End Time field is not populated for the associated change under Project >> Change that initiated this Project section.

Assets :

• SD-76865 : Improved the UI of Add Asset/Component pop-up window, accessed from Assets >> All assets In Store >> New >> Add asset through form.
• SD-78292 : While trying to import a non-IT product type via CSV, it gets added as an IT product type.
• SD-78503 : French characters are not displayed properly for auto populated fields (Department/Site) in the Assign/Associate pop-up.
• SD-79417 : In MSSQL setups, clicking the Relationship tab for any CI/Asset under CMDB & Assets module throws a blank page.

Purchase :

• SD-70968 : Purchase Request additional fields are not getting reflected in the Purchase Request details page after migrating to the latest version.

Admin :

• SD-79906 : When configuring Field And Form Rules, a system-defined field with more than 500 values is populated with the value ID.
• SD-78520 : On updating user information via LDAP import, additional fields other than the updated fields are reset.
• SD-79776 : Unable to add multiple email IDs in the Exception List under Admin >> Mail Server Settings. The issue occurs when the Disable request creation by email option is enabled and if the total character count of the email IDs added exceeds 100.
• SD-77927 : Inactive departments are shown in the Departmental Roles section under Organizational Roles.
• SD-79802 : Changing the application language to Chinese displays special characters in Desktop Central Actions drop-down.

Others :

• SD-80296 : Migration fails due to inconsistency in the purchase module data.

Behavior Changes

• SD-72644 : A user account locked after 'n' failed attempts cannot be accessed from a different IP address now.

New Enhancements

• SDF-78411 : Option to show the business rule applied under the History tab of a request.

Issues Fixed

Vulnerability

• SD-70573 : Vulnerability issues in Reports.
• SD-79017 : (CVE-2019-12537) XSS vulnerability in search fields of the Purchase module.
• SD-79021 : (CVE-2019-12595) XSS vulnerability under Admin >> Discovery >> Remote control tools.
• SD-79022 : (CVE-2019-12596) XSS vulnerability in the software list view page.
• SD-79023 : (CVE-2019-12597) XSS vulnerability in select actions of the asset details page.
• SD-79018 : (CVE-2019-12539) XSS vulnerability in using global search for Purchase.
• SD-78402 : (CVE-2019-12959) SSRF vulnerability fixed.
• SD-78593 : SSRF vulnerability (CVE-2019-12994) while configuring central server settings in the remote server.

Home

• SD-57004 : Under Home >> Scheduler, any dates displayed in requests, reminders, tasks, problems, changes, or backup technicians are not in the personalized format.

Requests

• SD-74894 : On enabling the Allow Self Approval of Requests option under the self-service portal settings, the approver details of a service request get swapped when the requester/on behalf user/technician is one of the approvers.
• SD-79195 : When a request's template is modified using global edit, fields such as Created Date, Responded Date, DueBy Date, Response DueBy Time, Completed Date, and Resolved Date disappear.
• SD-79283 : If you delete a service/incident/project additional field while the application is displayed in any non-English languages, you get a response message that contains only question marks.
• SD-78995 : Request Collaboration view contains technician names who had left the associated request details page after updating the request.
• SD-31165 : When Add/Edit request form is submitted without filling out any mandatory Date fields, the corresponding field is not automatically focused for the user.
• SD-78669 : The Advanced search does not display results when you provide select request criteria and hit 'Enter' instead of 'OK'.
• SD-78555 : A technician without the scope to create requests is able to split a request from the conversations of another request.
• SD-78570 : Unable to access the resolution attachments through Attachments API (GET operation).
• SD-79002 : Unable to add or modify a negative decimal value in a decimal additional field via inline edit.
• SD-77817 : Request gets created in the logged-in technician's name if the permission Add Requester role is disabled for the technician.
• SD-77618 : Custom-created request filters are not shown in the Merge Request dialog box when we try to merge requests from the request details page.
• SD-77926 : Requesters can reopen closed requests through the portal.

Projects

• SD-78527 : Unable to edit custom filters under projects/tasks list view page.

Admin

• SD-79066 : Unable to preview a request template from inside Field and Form Rules of the corresponding template.
• SD-79190 : Field and Form rules that contain asset-based resource criteria do not work.
• SD-79589 : Field and From rules configured for the Group field to add select options does not work. The issue occurs only if the site associated with the group refers to default settings.
• SD-78647 : In custom triggers, while showing the criteria for technicians, only the technicians from the default site and "Not associated to any site get listed.
• SD-70842 : Under Admin >> Helpdesk Customizer >> Custom Triggers, the positions of Add New Action and Organize Actions buttons are swapped.

Reports

• SD-77343 : Additional filters are not working properly for default purchase reports.
• SD-77188 : Under Reports, filter criteria of custom reports are displayed in English after changing the language of the application.

Assets

• SD-79436: Asset details fetched in the delta scan by Desktop Central are not updated in ServiceDesk Plus while being integrated with Desktop Central. This initiates a full scan by Desktop Central.

Others

• SD-47525 : Unable to add product by using the Quick Actions menu.
• SD-79165 : Unable to upload the profile picture in Edge and Internet Explorer.
• SD-79470 : Unable to send messages in Live Chat after downloading files shared in the chat.

10505

(Released on 25 June, 2019)

Issues Fixed

Admin

• SD-79252 : Clicking on Edit filter button in Junk notification filter throws an error.
• SD-78963 : On changing the application from HTTP to HTTPS via Admin Security Settings, outgoing email notifications are not appended with HTTPS as expected.
• SD-78750 : Not able to update the survey email configuration if the email description length exceeds 3000 characters.
• SD-79993 : Unable to update fields under Admin » Organizational Details » Organization Details.
• SD-79498 : Unable to update the organization details under Admin >> Organization Details.

Others

• SD-77997 : Performance issue in CMDB, Requests, Admin Role, and Work logs.

10504

(Released on 20 June, 2019)

Behavior Changes

• SD-79563 : When using $COMPLETE_V3_JSON_FILE for Execute Script action under Request Custom Triggers/Business Rules, the temporary JSON file will contain "resolution":{"resolution_attachments":[],"content":null} instead of "resolution":null for a request without resolution.

Issues Fixed

Requests

• SD-78798 : SLA Escalation mail is not sent if the Escalate After/Before time is configured as 0 days 0 hours 0 mins.
• SD-78637 : Unable to edit a request if the associated site of the request is already deleted. The issue occurs if FAFR is applied to that request to remove a technician.
• SD-78580 : Worklog gets added twice when adding a resolution with worklog.
• SD-78083 : Encoded content is displayed while editing a resolution containing special characters.
• SD-78075 : Overdue tickets which are in closed status shows incorrect delay by time.
• SD-78495 : Font size is not maintained while sending mail from the request module.
• SD-79163 : Performance issue occurs when a request has a huge description.
• SD-78007 : When a technician replies to a request after enabling a status change to follow, the Request Type gets reset.
• SD-78721 : On configuring Execute Script action using $COMPLETE_V3_JSON_FILE under Request Custom Triggers/Business Rules, the temporary JSON file contains fields that are not included in the template with field value as null.
• SD-79459 : While accessing Incident / Request Catalog, the page goes blank if Other category is present in the catalog and when the logged-in user does not have access to any one of the templates listed under a category. The issue occurs only when Reorder option has been used.

Admin

• SD-79439 : Unable to select support groups in Live Chat.
• SD-79294 : Incident and Service' default icon is in PNG format.

Tasks

• SD-78705 : Site and Group filter values are not loaded in Tasks while choosing filter condition under New Custom filter.

10503

(Released on 13 June, 2019)

Behavior Changes

• SD-79242 : Change List View UI Revamp

Change list view now sports an enhanced UI for better user experience.

• SD-41949, SD- 70880 :
• Going forward the ticket escalation time will be pre calculated when a SLA is associated with the request
• When a SLA gets changed for a request, all the escalation levels in the new SLA will be processed.
• Configurations changes done to the operational hours (Working time/Working Day) & SLA configurations (Escalate before/Escalate after) will be considered for new requests alone.
• Escalation notification configurations done for processing escalations during operational and non-operational hours will not be considered anymore.
• Previously if a SLA escalation schedule falls on a system down time, it will be skipped. Now after starting the system, it will be processed.
• SLA Escalations occurring during the time when escalation option is disabled will be processed once the option is enabled.
• SD-79980 : The Error code 4002 (Unauthorized) which is shown in Request API V3 when an input template is not allowed for a user is changed to 4001 (Invalid input).
• SD-82931 :To increase the use of preconfigured templates among users, the New Incident button has been removed from the incident catalog and the request catalog. To create a new incident request, use the Default Request option under the Others service category.

New Features :

• SDF-55752 : Service Catalog Layout Customization

Customize the service catalog portal layout by using the three different styles: Card View, List View, and Panel View.

Admin >> Service Catalog >> Customize Portal Layout To learn more click here
• SDF-58392 : Incident and Service Template Enhancements

Option to copy a template as inactive so that it isn't instantly made available for users after copying.

Admin >> Incident/Service Template. To learn more click here
• SDF-68642 : Option to assign only the technicians who are currently online via the technician auto assign feature.
Admin >> Technician Auto Assign.
• SDF-77834 : Help Texts in Templates

Include help text or instructions in service/incident templates for technicians.

Admin >> Incident/Service Template. To learn more click here
• SDF-69242 : Broadcast Message Enhancements

You can now broadcast messages to a particular site or a group.

Quick Actions >> Communication >> Broadcast Message. To learn more click here
• SDF-72412 : Adjust the height for Description and Multi-line fields in incident and request templates.
Admin >> Incident/ Service Template.
• SDF-70928 : Control the size of multi-line fields using execute script action in field and form rules.
Admin >> Incident/Service Templates >> Field and Form Rules >> Execute Script.
• SDF-57857 : Enable/Disable Incident templates right from the templates list view.
Admin >> Incident Template.
• SDF-53936 : Option to copy Incident templates.
Admin >> Incident Template To learn more click here
• SDF-68346 : SCCM Integration

Extend the capabilities of ServiceDesk Plus to manage desktops and Windows-based applications through integration with Microsoft System Centre Configuration Manager (SCCM). You can use SCCM for asset discovery and also simultaneously update asset data in ServiceDesk Plus.

Configure SCCM integration under Admin >> Discovery >> SCCM Integration. To learn more click here

• SDF-67735 : SNMP Device's OID configuration Enhancements
• Configure and map Object IDs (OIDs) to SNMP device attributes, which have so far been reserved to the database. This configuration allows you to reassociate available OIDs with the right attributes and also configure OIDs for new attributes.
Admin >> Discovery >> SNMP Configurations. To learn more click here.
• MIB Browser

The MIB Browser tool allows you to upload and browse MIBs and lets you perform all SNMP operations by configuring SNMP v1, v2 or v3 credentials. Also the tool lets you view the data available through the SNMP agent running on a specific device.

• SDF-79241 : Asset Module in Analytics Plus and Zoho Analytics Integration

ServiceDesk Plus integration with Analytics Plus and Zoho Analytics now includes the Asset module.

Admin >> Integrations.
• SDF-70345 : Chat as an external widget

Load ServiceDesk Plus live chat as an external widget on websites.

Admin >> Chat Settings >> Integrate Live Chat. To learn more click here
• SDF-65428 : Disable the API key generation under the Personalize menu for technicians.
Admin >> General Settings >> Security Settings >> Advanced To learn more click here
• SDF-73620 : Quickly preview the HTML, HTM, and XHTML request attachments in request details page and in the requests list view. To learn more click here
• SDF-77655 : Values in drop-downs fields of a request are now searchable in global edit.
• SDF-76461 : Option to expand all conversations in the request details page.
• SDF-75749: Dynamic Loading of Huge Additional Fields.

Issues Fixed

Vulnerability :

• SD-79020: XSS vulnerability in request module (CVE-2019-12540).

10502

(Released on 06 June, 2019)

Behavior Changes

• SD-78500 : Cannot assign or pick up a request from the request list view, when mandatory group field is empty.

New Enhancements

• SDF-77576 : Under Personalize, a new date format (dd-mm-yyyy) has been added to choose for the application.
• SDF-78600 : A linked request when viewed from the parent request is displayed with details such as subject, technician, group, and status, along with the request ID and comments.

Issues Fixed

Vulnerability

• SD-78572 : XSS vulnerability while accessing older APIs.
• SD-77811 : Privilege escalation vulnerability has been fixed.

Requests

• SD-77748 : Unable to archive requests whose associated survey comments contain more than 500 characters.

Projects

• SD-78394 : In projects, timesheet tab does not render the technician's work logs when sorted by the time spent.

Purchase

• SD-73075 : Unable to receive Purchase Orders placed in Assets Category if item name exceeds 100 characters.

Reports

• SD-78050 : Line break is missing in the description field of mails sent from Reports module.

Admin

• SD-77433 : Unable to update the product cost under Admin >> Asset Management >> Product.
• SD-79004 : Tasks and worklog tables data are not pushed in Analytics.
• SD-78521 : In some scenarios, mail fetching stops.
• SD-78487 : IDs present in paragraph tags are cleared in scripts used in field and form rules.
• SD-77947 : Line breaks are missing when requests are created in plain text format through EWS mail server.
• SD-77855 : Inline images are not found in the request description when the content id of the inline images contains $ symbol. This issue occurs when a request is created through email.

Community

• SD-78846 & SD-79491 : Unnecessary error entries get recorded into the system log after updating to version 10018

10501

(Released on 30 May, 2019)

Behavior Changes

• SD-77951: IND data center has been added under Choose Datacenter section under Advanced Analytics Configuration Wizard. Admin>>Advanced Analytics.
• SD-69151: Option to enable/disable domain filtering drop-down in the login page. Admin>>Security Settings>>Advanced. 'Allow domain filtering during login' configuration is moved to the Security Settings page.
• SD-78138: Survey reports page now lists reports in descending order by default. The survey count per page is bumped to 100.
• SD-77483: ServiceDesk Plus now scans and saves an asset's multiple IP addresses that are assigned to a single NIC card. You can also fetch the same information from other applications into ServiceDesk Plus. Going forward, installation of ServiceDesk Plus in the non-English installation folder will not work.

New Feature

• SDF-77577: Service_cost and total_cost fields included in the criteria section of Custom Triggers

Issues Fixed

Vulnerability

• SD-78908: Privlege escalation vulnerability (CVE-2019-12252) in the Solutions module.

Home

• SD-78483: Sample Announcement title is misleading.

Requests

• SD-73825: The Request collaboration functionality is now available on the Edit Request form.
• SD-75656: If the incoming server email addresses or their aliases are specified in the E-mail Id(s) To Notify field of requests, the notification sent is fetched and treated as a normal conversation; also the request is reopened.
• SD-77973: In the request list view, on-hold requests are listed when Requests due today or My Requests Due Today filter is selected.
• SD-71591: The insert image icon is missing in the resolution's text editor of the add/edit request form.
• SD-77743: In the Request Details page, when Impact or Urgency is edited, changing Priority as defined by Priority Matrix, the associated Field and Form rule configured to be triggered upon Priority change breaks.
• SD-77798: When a field value currently being used in a request is deleted from the application, the request cannot be updated. The issue occurs only when Field and Form rules are configured to mandate the field.
• SD-77873: When a task is updated under the tasks tab of a request, task list view page refreshes and rolls back to the top of the page.
• SD-77949: Unable to update resolution to requests that are configured with resource questions under conditions in the On Form Submit Field and Form rule.
• SD-77985: When a request's resolution is updated, the page does not scroll up automatically.
• SD-76841: If the technician removes and adds a new attachment in the request reply with the same name as the one removed, then the new attachment is replaced with the old attachment in the request reply.
• SD-77815: An unnecessary popup is shown alerting users to add resolution even if the resolution is added. Issue occurs if resolution is mandated for the template which is used to create the request.
• SD-77218: While performing 'Advanced Search under Requests tab, the status column names are shortened.
• SD-77588: No option to filter Pending Problems while associating a Request to a Problem from the Request Details view by clicking on Search Problems.
• SD-77902: Multi Select fields inside requests sometimes contain a horizontal scroll bar.
• SD-77916: Creating a request and associating a change from the same request displays only three Changes in the Associate Change to Incident pop-up window.
• SD-78579: Under Dependency in the request details page, users can now view requests which are shared with them, regardless of the scope criteria.
• SD-78577: With Description and Resolution mandated in the request closure rules, when a request is closed from its Resolution tab and another request is opened without navigating to a different module, the latter's description is replaced with the former's.
• SD-77988: In the request list view, the horizontal scroll bar does not work after a bulk action is performed on requests, such as editing, closing, linking, and merging.
• SD-78494: Technicians can now edit associated requesters (users added as requesters to the application) from the request details page.

Change

• SD-78607: While making any field of a change request as non-mandatory for onfield change event via Field and Form Rules, the field label gets removed.
• SD-77818: New change notification emails containing the same subject are not appended under the same conversations.

Assets

• SD-75025: Incorrect translation of the Mapping Field options under Assets >> Barcode >> Barcode Generation >> Barcode generation for existing assets >> Using Asset Data (Generation Method) in any non-English language.
• SD-77414: DoS attack detected during bar code generation.
• SD-78115: Under CMDB, the relationship list view inside a CI does not capture all relationships.
• SD-76786: Under Asset Details>>Relationships, closed changes are not displayed under the All Changes filter.

Admin

• SD-78049: Unable to create request from an incident template mandated with the Priority field. The issue occurs only when the Priority Matrix is configured with the Allow requesters and technicians to override the Priority Matrix option disabled.
• SD-78111: Description content entered in the request template disappears. The issue occurs if we switch to the requester tab and try to save the template.
• SD-77744: Issue in saving incident templates in IE 11.
• SD-77879: Application triggers request un-picked notification to group members even after the request is assigned to a technician. The issue occurs if the Assign Technician only after Service Request Approval option is enabled in the template.
• SD-76320: Unable to select a template name with apostrophe (',") in Change Request Template to option in Business Rules.
• SD-67436: Line breaks in multi-line values of request additional fields are not preserved in reply notifications.
• SD-78085: The $CS.setDescription() function used in Field and Form rules updates request resolution.
• SD-77706: SMS notifications configured in business rules are not triggered when more than one technician is selected as the recipient.
• SD-77518: Unable to associate more than 25 custom Change Role technicians to a change template.
• SD-75553: Unable to update requester's email id through CMDB API.
• SD-77793: If the user created in AD has only a space included in the department attribute, then after importing the user into the application, department with empty strings are created in ServiceDesk Plus.
• SD-77626: Removing the ADMP Integration is not deleting the auth token of the users from the database.
• SD-65812: Incorrect information displayed in the help card under Admin >> Self-Service Portal Settings.
• SD-78951: Custom schedule does not work if reports are added in Arguments.

Reports

• SD-77809: Zoho Analytics URL has been changed under Advanced Analytics.
• SD-77163,SD-77827: Executing the saved custom report appends 'SURVEYID' in the query.

Others

• SD-66758: "The license violation" warning messages need to be included in i18N keys for the Chinese language.
• SD-76803: Requesters are unable to login via the mobile client view from the application
• SD-77843: Domain users are unable to view and generate File Protection Password for their individual accounts.
• SD-28969: Grammatically incorrect error message displayed to the user accessing restricted requests

10500

(Released on 16 May, 2019)

Behavior Changes

• Microsoft SQL 2005 will be not be supported anymore. To migrate to the latest MSSQL, click here.
• Backslashes (\) in any additional field names will not be supported anymore. Any backslashes mentioned in additional fields earlier will be changed to forward slashes after this upgrade.
• Going forward, if there is any data inconsistency in the application tables, then the migration will not go through. Any inconsistency should be corrected before proceeding with the upgrade. Please contact support if there is any inconsistency during migration.
• Going forward, installation of ServiceDesk Plus in the non-English installation folder will not work.

Framework changes

• This upgrade removes JBoss dependency completely and upgrades to Postgres 10.5. Going forward, the application will be connected to Postgres with a specific database user credential instead of a superuser credential for better security. To know about the database user credential, click here.
• The latest Tomcat upgrade removes the dependency on NIO port and uses WebSockets.

Framework Upgrade Information

• JRE upgraded from version 1.7 to version 1.8.0.152 (This is a free version)
• Postgres upgraded from version 9.2.4 to version 10.5
• Tomcat upgraded to version 8.5.32

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.

New Feature

• SDF-72153: Web remote will be supported in Windows 10 OS.
• SDF-77143 : The Moscow Time Zone under Personalization is changed from GMT+4:00 to GMT+3.00.

Issue fixed

• SD-78312: (CVE-2019-15083) Stored XSS vulnerability in asset module reported by Felipe Molina de la Torre.

Issues Fixed

Request:

• SD-77990: Clean up schedule keeps running even though there is no request in the trash.

Others:

• SD-78298, SD-78308, SD-77454, SD-77920, SD-78309: Performance issues in catalog templates and API.

Issues Fixed

Vulnerability:

• SD-77126: Reflected XSS vulnerability found in all listviews.
• SD-77943 : Privilege escalation vulnerability found in custom query report.

Requests:

• SD-77989/SD-78062 : In some scenarios, adding or editing a request resolution with content size more than 16kB causes out of memory crash.

Admin:

• SD-77842: When a user enters a valid email address while configuring Incoming EWS server, "Invalid email address" alert is thrown. The issue occurs if the second part (usually ".com") of the email id has more than 4 characters.

Reports:

• SD-78061 : Under Reports >> New Query Report, access to tables containing users' sensitive information via direct and encoded queries is restricted.

Issues Fixed

• SD-78311: When the Priority matrix is enabled and the "Allow requesters and technicians to override the Priority Matrix" option is disabled, users are unable to update the request [Inline edit and from resolution].

Behavior Changes

• SD-74666 : Create a PO without cost.
• SD-77489 : Option to hide contact support and license options to non-admins (under Help).
• SD-77488 : Option to hide the Jump to section for non-admin technicians if the corresponding tools are not integrated with ServiceDesk Plus (under Help).
• SD-68015 : Inactive sites will not be listed anymore in the dashboard's site filter.
• SD-77795 : CI history page now will capture CI add operations.
• SD-77524 : In service request templates, you can configure the Stage Two approvers without configuring the Stage One approvers.
• SD-77713 : Requests templates are accessible to technicians who are part of a User Group.

Issues Fixed

Vulnerability :

• SD-73969 : CSRF vulnerability in archived requests and advanced search section of the application.
• SD-77131 : Stored XSS vulnerability fixed.
• SD-76878 : Brute force attack has been detected in password reset page.
• SD-65744 : Vulnerability in bundled user (administrator & guest) credentials.
• SD-77415 : Any authenticated user is able to access application's server log information.
• SD-77981 : XXE vulnerability in the user profile section.
• SD-78003 : Directory traversal vulnerability in file uploads.

Dashboard :

• SD-70603 : "No request found in list" is shown while accessing Open Requests under Dashboard for technician's having "\" in their name.
• SD-74310 : Performance issues in dashboard widgets.

Requests :

• SD-70334 : If there is any exception while clearing the trash requests through schedule, the trash clean up through schedule is not processed further. If the exception is because of a particular request, all the other trash requests are also not processed.
• SD-76705 : When we copy a Solution to a Request's Resolution, the attachments in the Solution are not copied to the Resolution.
• SD-77340 : Status change comments are not recorded in history unless 'status change comment mandatory' is marked 'yes' in the self-service portal settings.
• SD-73193 : SLA escalation performance issue.
• SD-76672 : Insert link (URLs) in the request description is not framed properly.
• SD-77760 : When a user raises a service request on behalf of another user, notifications configured in the request template workflow are sent to the roles associated with both users.
• SD-77286 : In Firefox, when request properties are updated, the Request Details page automatically scrolls to the top.
• SD-77303 : Values saved for Radio and Checkbox fields in service and incident requests are not preserved when the request is edited.
• SD-77317 : Grammarly does not function inside the rich-text editor across the application.
• SD-77450 : Multiple inline images without distinct names in incoming emails are all replaced with one of the images. The issue occurs if the incoming mail server is configured with any protocol other than EWS.
• SD-77370 : When you download request attachments, the pop-up window displayed contains incorrect file type. The issue occurs only in Firefox.
• SD-77595 : While a technician adds stage after the approval of a request, only the Approver field is displayed. The Subject and Description fields are not displayed.
• SD-77150 : Probable solutions are not suggested to the technician.
• SD-76500 : When Site settings are updated, the Group field gets reset even if the group is under the same site.
• SD-77417 : Pinned/Unpinned left pane in request details page is not maintained in IE browser.
• SD-77304 : The rich-text editor across the application allows you to remove hyperlinks in bulk.
• SD-77154 : Advanced search breaks when there are several Requesters.
• SD-75817 : Count mismatch between Request List View and Unassigned and Open Request widgets.
• SD-77334 : Priority Matrix gets applied to requests on form load events despite manually setting the priority via the global edit option. The issue occurs even if the option (Allow requesters and technicians to override the Priority Matrix) is enabled.
• SD-73071 : Incorrect display of value under Dueby Time in SLA.
• SD-73380 : Under SLA, the Dueby time does not revert to NULL when no response time is configured.
• SD-75597 : Under Conversations, the Email IDs to be notified are not displayed.
• SD-77589 : Unable to add attachments in add new task pop-ups.
• SD-77365 : FAFR: When requester field is disabled via field and form rules, users are able to update the requester field by using 'Search requester list' icon in the request edit page.
• SD-77830 : Whenever field and form rules are applied on resources in service requests, the resource section enlarges.
• SD-76195 : Option for technicians to view linked requests from the approval page
• SD-77928 : The Add Reminder window that you open inside requests has been enlarged.

Changes :

• SD-70633 : Able to change 'Asset Involved' field after disabling it through Field and Form Rules (FAFR).
• SD-70635 : Changes listed in Calendar View isn't filtered as per the Approved/Unapproved filter in Home Page.
• SD-76631 : Set value for the Services Affected field is not working in change field and form rules.
• SD-77431 : In Add Change page, Service Affected fields are not populated in alphabetical order.
• SD-77775 : Error occurs while adding a Change when a mandatory Change role in the template is deleted from the application.

Assets :

• SD-76533 : Option to prioritize sysName over the DNSName for choosing a deviceName during SNMP scan.
• SD-74424 : Relationships tab appears blank when CIs are moved from one CI type to another.
• SD-65756 : Unable to update an asset's barcode through add asset form and CSV file.
• SD-71862 : Technicians with full access to Assets is unable to edit assets that are not associated with any site.
• SD-77134 : VMware scan fails when VM is not resolved in the DNS.
• SD-76681 : For Cisco IP phones, success status is not updated.
• SD-76263 : Software license allocation is not updated when software allocated to any installation is deallocated. This results in data inconsistency in software licensed and unlicensed list views. Assets --> Software-> Scanned Software list view
• SD-76438 : Unable to scan SNMP Devices of a particular Device Type (Lexmark Printer, 3Com Router, Xedia Access Point, Room Sensor, Avtech tempager Room Sensor).
• SD-77272 : To avoid slow performance while viewing assets' audit details, an index is created on the AUDITTIME column in the AUDITHISTORY table.
• SD-77444 : Asset Explorer mobile app issues have been fixed.
• SD-69961 : Error occurs when we Add asset through form after filtering the list view based on criteria.

CMDB :

• SD-76388 : On clicking More Information, an issue occurs in CMDB business view if the language is set to Arabic. CMDB-->New Business View-->Save Business View-->More Information.
• SD-77522 : Unable to update a requester's department using API.

Purchase :

• SD-74665 : Option to choose PO items based on the part number.

Admin :

• SD-77461 : You can now rename all approval stages (Stage One to Stage Five) in the service request template under Admin >> General >> Translations.
• SD-76620 : Error when clicking on 'Save and Add Item' on editing Sub-Category.
• SD-77619 : Request Template is now enhanced with HTML Editor.
• SD-77799 : Unable to preview an incident template that is assigned with a service category.
• SD-76387 : URL is garbled in the incident template's description section.
• SD-77496 : When Site settings are changed from Copy Default to Refer Default, the Support Groups populated under Chat Settings still show the groups under Copy Default settings.
• SD-77427 : Attachment names in scheduled reports are displayed incorrectly if EWS is configured for the outgoing mail server.
• SD-77443 : Exception when more than six users are added to a user group.
• SD-77650 : Under Admin >> Security Settings >> Advanced >> Add security response headers, the placeholder displayed for X-XSS-Protection has been corrected (semicolon at the end of the value has been removed).
• SD-73062 : If we add a new network immediately after editing an existing network under Admin >> Discovery >> Network Scan, it replaces the network that was edited instead of creating a new one.
• SD-77439 : Unable to import users from Active Directory (AD) into ServiceDesk Plus if the OUs in AD contain comma at the end of their names.
• SD-53572 : Option to Enable/Disable a Business Rule by clicking the respective icons in the business rule list view.
• SD-73514 : Change Template's stage and status are not set as mandatory in the default emergency template.
• SD-76296 : Unable to delete IT services. Admin->IT Services.
• SD-78077 : Belize is missed under the country drop-down in the Sites configuration page.

Reports :

• SD-77136 : When we run a query report, the values are coming in decimals. But in the tabular report, the cost value is coming as an integer.
• SD-70403 : Empty matrix reports will display an appropriate message regarding the data unavailability.
• SD-75333 : If the font is set to Roboto in the Excel file of reports, data is sometimes lost.

Integrations :

• SD-77797 : DC Integration: Unable to load iframe. The issue occurs in the DC build version 10.0.335.
• SD-76875 : Under an AD user login, unable to connect to a desktop remotely from ServiceDesk Plus integrated with Password Manager Pro.

Others :

• SD-77445 : The error message displayed in the following case is not accurate: Requesters use API or mobile app and attach files to a request that's either approved by at least one user or closed.
• SD-71823 : Czech language characters in reports are only partially exported in PDF files. To resolve the issue, please choose the application language as Czech under Personalize and then export the reports.
• SD-77386 : Clean up schedule takes too long to complete causing the application to crash.
• SD-77306 : Application crashes upon using the Delete All option on system log entries, if there are more than fifty lakh entries.
• SD-77698 : If the dynamic notification menu is disabled in the GlobalConfig table using database query, the following features do not work - Broadcast Message, Request Collaboration and Live Chat
• SD-77627 : Issue in identifying Status Code in API Calls in certain scenarios.
• SD-77484 : Issue occurs while assigning a task owner via API.

Issues Fixed

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

Behavior Change

• SD-77145: Username field in the EWS configuration now allows names and e-mail address. A separate e-mail field is added.

New Feature

• SDF-76768 : Following enhancements have been added in MDM-SDP Request Actions.
  
  • Option to associate profiles to devices and groups.
  • Option to distribute apps to devices and groups.
  • Option to revoke MDM management on a device.
  • Option to assign staged devices to users.
  • Option to assign/move device to groups.

Issues Fixed

Home

• SD-69247: If the email address of a service request approver is duplicated, the approval is listed in the Home page of all users with the duplicate email address.

Dashboard

• SD-76840 : Default support group display count is increased to 100 in the dashboard filter.

Request

• SD-53012: In request update notifications, attachment updates are not included.
• SD-57164: Business Rule is not getting applied if the criteria contain department or group value as none.
• SD-69214: SLA (Response and Resolution time) calculation issue occurs in Time Elapsed Analysis Chart.
• SD-73392: Unable to see the Request Type field in the Request form in Professional edition and in editions with add-on Service Catalog/CMDB/Project.
• SD-76304: Font type applied to a resolution content is not maintained while editing the resolution from request details page. The issue occurs only with a few font types.
• SD-76507: On auto refresh, the request list view page is scrolled back to the top.
• SD-77141: Field and form rules configured for one request gets applied to another request if the Assigned to field is modified manually in request list view for the requests involved.
• SD-77349: Unable to open linked requests in a new tab by clicking the request ID in the details page.
• SD-77273: The fact that Subject will not be overwritten during template conversion in service and incident requests is now included in the message displayed before the conversion.
• SD-77214: While changing Status in service and incident requests, the Status Change Comment field requires a double-click to input the value. The issue occurs only in IE and Edge browsers.

Asset

• SD-76687 : Alignment issue occurs after adding a shipping and billing address in PR.

Admin

• SD-76305: In the Turkish language, August month is displayed twice under the monthly schedule for a preventive maintenance task.
• SD-76807: Task notification is not sent when EWS mail server is configured in the application.
• SD-76825: Unable to send PR notifications when EWS (only) mail server is configured.
• SD-76722: Unable to reorder incident templates within a category. The issue occurs only if the list had been reordered at least once and a template within the category was deleted.

Reports

• SD-70015: Time taken to generate a report gets longer if the description and resolution fields are included in it.

Others:

• SD-77156: The progress bar that indicates the application upgrade process is distorted.
• SD-75963: When the application is displayed in Arabic, all Date/Time fields across the product have the hours and minutes displaced.
• SD-76321 : Alignment issue in the description of a task after migrating to the latest version.
• SD-76059: Purchase order and CMDB list views have an empty space at the bottom of the pages. Also, the list views are not rendered to the screen size in large monitors.
• SD-76122: Option to search the exact word in the Japanese language without using double quotes in global search (Requests and Solutions modules).
• SD-75331: License expiry banner will be displayed only for the SDAdmin.

10015

(Released on 19, March, 2019)

New Features

• SDF-42737: Option to search templates in Requester's Self-Service Portal by using words present in a template's name and description.
• SDF-74252: You can disable the auto-attachment of files to the approval notifications of change requests. Click here to learn more.

Issues Fixed

Vulnerability :

• SD-67820 : XSS vulnerability in attachment description of a change request.
• SD-77176 : XSS vulnerability under tasks in home page.

Dashboard :

• SD-66321 : When a support group's name contains special characters, then the corresponding filter is not applied when the support group is selected in the dashboard.

Requests :

• SD-76313 : Closed without Requester's acknowledgment message appears on the RHS panel of Request details page even if No, don't prompt a message is enabled under Confirm User Acknowledgement in Request Closing Rules.
• SD-76446 : Actions >> Print Preview : Technician column is missing under the work log list view in the request details page.
• SD-75876, SD-76713, SD-76548 : When the option Do not assign technician before a service request is approved is enabled in a service template, and a technician gets assigned to a request created using that template, an unwanted alert is shown indicating that the template's approval rule is overridden even if the request is approved.
• SD-76543 : Links inserted in a request's description is not opening in a new tab.
• SD-76726 : Keyboard shortcut for a new request reply (-r) is invoked when typing 'r' in the Close Comments field in IE.
• SD-76869 : Request archiving fails in certain scenarios.
• SD-76701 : In some scenarios, users are unable to close a request when priority matrix is enabled.
• SD-76390 : Employee ID, Job Title and VIP User icon are missing when a requester's info is viewed from request detail page.
• SD-76418 : When two FAFR (On-Field change) are configured for category/sub-category and site/department to change each others' values, it forms an infinite loop.
• SD-74732 : Unable to convert incidents to service requests by overwriting field values.
• SD-74014 : Requests List View filter is not retained when the requests are viewed from the dashboard.

Changes :

• SD-76688 : In the new change request form, Workflow will be empty if no workflow is associated with the default change template.
• SD-76386 : Unable to send change-related notifications to email addresses that contain domain names with more than three characters.
• SD-69270 : In the change details page, icons to view the details of the Change Manager and the Change Owner will no more be displayed to the requester.
• SD-60001 : When a change request's template is modified without overwriting the current template values, Description becomes truncated.

Projects :

• SD-77287 : Newly added custom filters are not getting listed under the projects list view.
• SD-75276 : Recently modified criteria of a custom filter is not getting displayed while editing the custom filter again in IE browser.
• SD-77162 : The time chart in the project gantt view is off by +1 hour when viewing by Hourly basis.

Assets :

• SD-76406 : Loading issue occurs when you click the Assets tab if there are more products in the inventory.
• SD-76629 : Unable to remove the IP address of any asset other than workstations and servers.
• SD-76769 : When the number of barcodes is high, then the print preview does not load all the barcodes.
• SD-74111 : Schedule scan takes too long to complete.
• SD-76662 : Inconsistencies in displaying the allocated software license key and scanned license key within the application.

Admin :

• SD-74686 : Values set in Priority Matrix is not applied in request templates.

Reports :

• SD-77380 : Unable to generate report when the description has only <br\> tag.

Others :

• SD-35145 : Displayed calendar text is not translated into non-English languages.
• SD-76366 : i18n keys related issues in MDM.
• SD-76594 : In DC integrated SDP build, chat icon near requester name is missing in request details page.

10014

(Released on 25, February, 2019)

Behavior Change

• SD-74141 : Upgrade Restrictions will be applicable to users who have perpetual licenses without AMS.

New Features

• SDF-75911 : Option to mandate survey comments field in survey templates.

Issues Fixed :

Requests :

• SD-76587 : Filter set for request details page list view in one browser, it gets reflected in another browser.
• SD-75795 : When there are more list view personalizations for request related list views then adding an additional field takes more time.
• SD-72806 & SD-70615 : Going forward requesters can only reopen their resolved requests via web client if the option "Allow requesters to reopen their own requests" is enabled in the self-service portal.
• SD-72436 : When a technician with request add and view permission tries to duplicate a request, an exception is thrown.
• SD-71727 : When "reason" attribute is used to add notes while updating a request via API, it is not getting captured in history.
• SD-70034 : Technician field for Custom Completed Requests are not retained when a technician is deleted.

Projects :

• SD-75208 : In task comment notification template, entity ID for Project, Milestone and Task are not given.

Assets :

• SD-76277 : During asset scanning, a duplicate key exception occurs if the asset names after renaming (by the application) coincide with the existing names.
• SD-71368 : Product Type modification window opened from Actions in the asset details page contains garbled text. The issue occurs only when the application is displayed in certain non-English languages.

Purchase :

• SD-70381 : Additional fields are not displayed in the details page of assets and workstations that are added through purchase orders.

Admin :

• SD-70511 : Business rule set with Mode is None and Group is None criteria is not getting applied.
• SD-69915 : An irrelevant error message added under Community >> System Log Viewer for each schedule of Software License Notification.
• SD-75577 : In self-service portal's landing page, a misleading translated content is used for the German language.
• SD-76009 : Employee ID field is not getting imported from LDAP.

10013

(Released on 18, February, 2019)

Behavior Change

• SD-76081 : When new approval stage/new approval in upcoming approval stage (stages greater than the in-progress stage) is added, users will be prompted to enter email id to send the approval. The notification subject and content will be hidden.

Issue Fixes

Requests :

• SD-76618 : In a specific scenario, Technician field value is not set.
• SD-76385 : Unable to make an already added Incident additional field common to both Incidents and Service Requests.
• SD-76332 : Unable to set values for check-box type resource field via field and form rule.
• SD-76306 : In IE, the shortcut key NR is wrongly interpreted while trying to type values ("NR") in text fields of a request.
• SD-76105, SD-75977 : When a user changes the request status to completed while editing a resolution, Go to Work log window appears with a message stating work log is mandatory as per request closing rules.
• SD-76020 : Work log type is not accessible through API.
• SD-75552 : Info/help icon is not shown on keyboard navigation (tabbing) in New/Edit Request Page.
• SD-75527 : Request ID will be static on the request details page window while scrolling.
• SD-75203 : While performing inline edits on requests, the request page freezes or a mandatory alert is shown for an unavailable field. The issue occurs when mandated request fields are hidden via FAFR form load.
• SD-76307 : Service request template value is updated with incident template value when one user tries to update the incident request, meanwhile, another user converts it to the service request.

Vulnerability :

• SD-76400 : MIME-sniffing vulnerability in purchase requests.
• SD-76357 : Phishing vulnerability in login page of the application.

Projects :

• SD-76492 : Unable to export Project module's Gantt view as a PDF.

Admin :

• SD-76671 : A deleted Project additional field continues to be displayed in Project Templates.
• SD-76399 : Inserting hyperlink to any text with $EntityLink variable doesn't work in Task Comments Notification Template.
• SD-76365 : Issue while adding comma separated values to Multi Select field.

Others :

• SD-76159 : Memory allocation in the bundled PostgreSQL database has been increased. To effect this in Linux installations, you must manually add or modify the following parameter values under /etc/sysctl.conf :
  kernel.shmmax = 536870912
  kernel.shmall = 262144
  Then, execute the sudo sysctl -p /etc/sysctl.conf command to reload the configurations.
  Note: PostgreSQL will not be started in Linux machines if you fail to update the parameters discussed above.
• SD-75077 : PUT and DELETE operation in v3 API isn't working in a few customer environments.
• SD-72381 : Performance related issue is fixed.

10012

(Released on 12, February, 2019)

Behavior Change

• SD-76169 : Description criteria is removed in the archived request search.
• The business rule "description" criteria will consider only text content in the request description instead of considering the whole HTML content.
• SD-70526 : Under Admin >> Problem/Change Management >> Change Roles >> CAB, view and edit permissions for the Approval stage cannot be disabled anymore.
• SD-52669 : Remove Software Installation(s) option introduced in the software details page.
• SD- 75946: Option to include description variable in a reply template to append previous conversations in the reply.

Issue Fixes

Vulnerability :

• SD-75130 : Serialization and de-serialization vulnerability while importing requests from XLS.
• SD-74542 : Arbitrary file upload vulnerability in login page customization.

Requests :

• SD-76704 : Unable to view and download attachments present in a conversation.
• SD-76152 : Incorrect product content under Approval configuration of Incident / Service templates.
• SD-75979 & SD-32942 : Business Rules is considering HTML content for "Description" criterion.
• SD-71588 : Custom Trigger is getting applied for bulk edit request operation even when the condition(Status) does not match.
• SD-66733 : First Response SLA is violated even though the ticket is put in On Hold (stop timer) status.
• SD-75335 : While applying email command to a service request, the service request is converted to the default template incident request.

Changes :

• SD-70621 : Asset scan from the change details page fails.

Assets :

• SD-75523 : Out of memory error occurs if we configure Class A IP address full range while performing exclude scan.
• SD-73391 : Unable to sort additional attributes of date type in assets and CI list views.
• SD-54661 : Duplicate key exception occurs while scanning a workstation which was modified as a Firewall.

Purchase :

• SD-70162 : Scroll bar is not working in purchase order list view.

Admin :

• SD-74906 : My Modification count is not updated after resetting the translations. Admin -->Translations.
• SD-75308 : Translations under Problem/Change management and Service catalog are not proper in the French language setups.
• SD-75097 : In Request Life Cycle, templates under the deleted service category are shown in the templates list.
• SD-74945 : Currency symbol of Great Britain Pound, Gibraltar Pound, Chinese Yuan, and Japanese Yen is not displayed properly under Admin >> Currency.
• SD-70893 : Change template edits are saved but not displayed on the UI. The issue occurs only if the template is associated with a site that's configured with Refer Settings under Admin >> Organizational Details >> Sites.
• SD-70783 : Duplicate key exception occurs while adding ServiceTag to Invalid Service Tag list.
• SD-72972 : The word 'Left'(meaning "remaining")is translated as left(meaning "direction") in Projects and other places for French Language setups.
• SD-75362 : Incorrect image resolution information is given in the self-service portal settings page.
• SD-73839 : Private domains are now listed in the user-merge list view. Admin --> Requesters --> Merge user
• SD-74325 : When a report (with a name containing non-English characters) is emailed, the name is encoded at the receiver's end.

Others :

• SD-70543 : Sub menus in application close unexpectedly when users mouse over the tooltip.

10011

(Released on 06, February, 2019)

Behavior Change

• SD-69124 : Autocomplete disabled for all password fields in the application.

Issues Fixed :

Vulnerability :

• SD-75134 : Serialization vulnerability fixed under Admin --> Distributed Asset scan --> Change as Remote server (while importing central server's site).
• SD-75133 : Serialization vulnerability fixed under Solutions --> Actions --> Import Solution.
• SD-69987 : Possibility of information disclosure vulnerability in login page.

Dashboard :

• SD-73124 : Clicking the pending tasks link from task summary widget in Dashboard opens up all tasks.

Requests :

• SD-45611 : Failure in sending approval email is not captured in the request's History.
• SD-75355 : While converting service to incident request in the second stage approval, the triggered incident approval is in the second stage instead of first.
• SD-75532 : File attachment with requests by using Global edit is not captured in History.
• SD-76083 : Technician field value in service requests gets changed to Unassigned during automated close in some scenarios.
• SD-74125 : Survey exclusion configured with email criteria does not function properly.
• SD-74373 : User with add/edit request task permission can delete a work log within a task in the request.
• SD-75969 : Scheduled trash cleanup tasks are not performed for Exe builds post 9400.
• SD-76155 : When a new approval stage is added manually to a service request, there is no information in the history about who added the approval stage.
• SD-75364, SD-76161 : Unable to preview and download attachments from request if the attachment's name contains non-latin characters.
• SD-75550 : On downloading the Cyrillic attachments from request, the name of downloaded file contains only the extension (xls).

Projects :

• SD-75610 : While editing and updating the Requested by field using the inline edit option, the department field is not getting updated accordingly.

Assets :

• SD-74808 : Previous day of the loan date is shown instead of the current date in the loan registry list view while extending the loan.
• SD-73277 : Deleted product types are shown in the Purchase and Asset modules' Product Type filter.

Purchase :

• SD-70930 : Estimated cost is not updated while adding/editing a purchase request if there are special characters in the Item name for the selected vendor.

Admin :

• SD-76466 : If a default change workflow is edited, and "Set as Default" option is unchecked and then checked again, then the workflow is updated to false.
• SD-75945 : $ variable suggestion is not displayed for reply templates under Admin -> Reply Template.
• SD-74250 : Add New Product page is displayed in English after changing the language to Japanese/Chinese from the Personalize tab.
• SD-74357 : Space string can be saved as a pick list option in pick list additional fields.
• SD-74733 : Unable to configure more than 300 conditions under Admin >> Users >> User Groups.

Others :

• SD-74369 : During application upgrade, duplicate fields (created in earlier versions) will be renamed if the duplicate had been added by the user as an additional field. Otherwise, the duplicate fields will be removed.

10010

(Released on 28, January, 2019)

New Features in 10010

• SDF-74562 : ADMP menu will be displayed to all technicians associated to roles in the ADMP actions configuration.
• SDF-75163 : Option to allow task technician to access requests and technicians in a task group to access requests.
  Admin-->Users-->Roles

Issues Fixed

Vulnerability :

• SD-22229 : Vulnerability in the Solution module fixed.

Requests

• SD-74577 : History is updated wrongly when a request is resolved from pending stop timer status using the global edit option. The issue occurs if the automated close is enabled.
• SD-72829 : If a requester's department gets changed after a request creation, then the request's department is also getting changed.
• SD-69290 : Unable to save Allowed Exceptions in Data Archiving.
• SD-70641,SD-72380,SD-69076 : In request add page, the requester details are not getting populated. The issue occurs if the requester is associated to an asset which has single or double quotes in the name field.
• SD-71148 : Adding resolution to a ticket from the resolution template does not overwrite the existing resolution but rather gets added to the existing resolution.
• SD-75299 : Update button is missing in request details page while editing through inline edit.
• SD-74664 : Technician collaboration view count is not updated in the request, if one of the technician (collaborator) moves to the previous request by clicking the browser back button from request details page.
• SD-74484 : Attachment name is trimmed while clicking Print Preview in request details page.
• SD-74654 : Back button is missing in the add dependency (actions) window while editing from the request details page.
• SD-74220 : When there is an unsaved resolution and an user tries to navigate to the next or previous request, the alert appears twice.
• SD-75583, SD-76012 : After searching a request in request list view, users are unable to update the Status of that request.
• SD-74704 : Under Advanced Search and New Custom View in Requests, sites are not listed alphabetically.
• SD-75163 : Technician can now view the request associated with the assigned task.
• SD-75545 : Browser auto complete of the subject field in add new request page is disabled.
• SD-75725 : Chat conversation is appended as a system reply instead of requester reply once the chat is closed.
• SD-74518 : Emails incoming from the Outlook Web App are threaded inaccurately in ServiceDesk Plus because of incorrect References header.
• SD-73197 : In-Reply-To headers of outgoing emails are incorrect.
• SD-76339 : Approval page appears in English instead of Danish.

Change :

• SD-74474 : Unable to update category in change details page using the spot edit option.
• SD-71010 : Custom page title with special characters is jumbled in the change details page and the problem details page.
• SD-74401 : When Spot edit is used for the change details section, some fields aren't displayed properly. The issue occurs only when the change is raised on a template that has Category removed.
• SD-72072 : Group is displayed incorrectly in the View Changes API for changes assigned with a site that's referred to the default site.
• SD-75511 : Unable to update change fields using API if the change is not assigned a group.

Assets :

• SD-74313 : Breakage: Assets: Comments field shown while changing an asset's state is also shown while editing an asset.
• SD-75530 : Alert message in unnecessarily displayed while moving assets from one department to another (which is not associated to any site).

Purchase :

• SD-74362 : Unable to close Purchase Orders created from Purchase Requests. The issue occurs if the Purchase Requests have value for 'Requested by' field.
• SD-73425 : Item name modified from Admin > Product will get reflected for purchase orders and purchase requests in open status from now on.

Admin :

• SD-74308 : Unable to remove service catalog additional fields (pick list) values.
• SD-75565 : Removed groups are still displayed under associated area of incident templates.
• SD-75556 : In some Linux environments, users are unable to add/update request templates.
• SD-75704 : Unable to delete a question and save a resource in one go. It takes a couple of attempts to get saved.
• SD-44560 : Select field in Organize Business Rule window is now re-sizable.
• SD-75572 : Unable to add variables $FullName $FirstName etc, to the description and save button doesn't work in the Click Here to customize the approval reminder mail notification window under Admin >> Self-Service Portal >> Approval Settings.
• SD-75569 : If the task template count exceeds 250, users are unable to access remaining templates from the request template workflow.
• SD-74123 : Under Admin >> Change/Problem Management >> Change Workflow, the default change workflow has the Set as Default option unchecked.
• SD-75385 : Unable to remove the technician assigned for Change Manager under Admin >> Helpdesk Customizer >> Category.
• SD-74079 : Users imported from LDAP contain incorrect Site and Department values.
• SD-76092 : When mails are sent to groups without inline images, mail fetching is aborted.

Others :

• SD-76133 : In Linux setups, users are unable to upload files.

10009

(Released on 17, January, 2019)

New Features

• SDF-63299 : Ability to scan attachments while uploading to SDP portal - Blacklist / whitelist feature

Issue Fixed

Vulnerability :

• SD-73857 : Vulnerability fixed under Admin >> Project Management >> Project Status.
• SD-74544 : Directory traversal vulnerability in dashboard widgets.
• SD-35675 , SD-46452 : Restricting File Upload

  Restrict users from uploading vulnerable files to the application by blacklisting them based on file properties such as file extension or file content type. You can allow only specific files to be uploaded by whitelisting them. You can perform these operations by passing database queries. Click here to know more.

  Note : To prevent vulnerabilities during file upload, empty file upload will not be permitted anymore.

Home :

• SD-75383 : Technician home page customization is not reflected in non-admin roles.

Requests :

• SD-75258 : Unable to add work log by using Timer on the request list view page. Also, the Timer entry is not preserved.
• SD-75386 : Unable to attach files in the .msg format with a request by using the Drag option.
• SD-75705 : Russian characters are displayed as question marks on the Share Request window.

Assets :

• SD-71613 : Virtual machines having the same name but in different domains replace each other when scanned.
• SD-73547 : When a technician assigned to a site creates a license, it gets assigned automatically to the org site if the available site is less than 2. Also, incorrect license count is shown in the software details page.
• SD-75098 : Scanned software list view is not getting rendered after selecting the site filter.
• SD-74769 : Assets in the loanable assets list disappears after performing a scan.

CMDB :

• SD-74085 : Unable to import CIs for a custom CI type when the custom date field has a different format in the CSV and a different format chosen during import.

Admin :

• SD-75611 : Under Chat Settings, 100 values will be loaded at one time for Exclude chat for group(s) and Exclude chat for site(s) fields.

Others :

• SD-75380 : Background image of the login page couldn't be adjusted to the browser size.
• SD-75265 : Performance issue occurs due to lack of caching of the redundant queries.
• SD-73838 : Serbia and Montenegro have been added to the installation wizard countries list.
• SD-75968 : Application goes blank if we select Traditional Chinese language under the Personalize menu.

10008

(Released on 10, January, 2019)

Issues Fixed

Requests :

• SD-66023 : Unable to search/view a shared Request using the global search option.
• SD-70453 : Priority of a request is not updated as per the values set in the priority matrix if the request is created via mail.
• SD-68698 : Priority-based business rule does not work if the request is created by a requester who cannot set the priority. The issue occurs if the priority is set by the priority matrix.
• SD-71590 : Technician with scope for the template is unable to create a request via API.
• SD -71804 : Request search in technician details page displays requests of other users with a similar first name. The issue occurs if the display name contains a comma.
• SD-71940 : When requester/technician field of a request has multiple users (separated by a comma) then clicking on 'View Requests' from user details page shows requests belonging to other users with similar first names.

Admin :

• SD-69452 : More variables are added for business description in business rule notifications.
• SD-75293 : The loading icon shown while copying field and form rule in incident/service template is not getting disappeared after a successful rule copy.
• SD-75300 : Templates marked for no further usage are also listed in the copy rules drop-down in field and form rule for incident and service templates.
• SD- 75368, SD-75561 : The count of the Radio/Multi-select additional fields configured in Global Config can be exceeded while adding a new additional field.
• SD- 75123 : Form Customizer : Service template's add page lists the service category field in the available field list.
• SD- 73367 : Request Template's API lists the service templates for setups using a standard license.

10007

(Released on 07, January, 2019)

Behavior Change

• SD-73515 : Under Admin >> Mail Server Settings >> Outgoing, an alert message will be displayed when the primary server has connectivity issues. Meanwhile, emails will be sent through the alternate mail server (if configured) until you save the mail server settings again or restart the application.

Issues Fixed

Vulnerability :

• SD-74131 : IDOR vulnerability in request attachments.
• SD-69609, SD-75691 : JIRA Integration: Option to configure JIRA integration settings (Username and Password) from ServiceDesk Plus UI. Admin » Integrations » JIRA
  Note : All other configurations other than username and password are still in Jira.xml. Click here for more.
• SD-78731 : Insecure Direct Object Reference vulnerability (CVE-ID-2019-8394) in File Upload sections of the application.

Home :

• SD-74980 : The Scheduler displays Closed tasks as well.

Dashboard :

• SD-71787 : When a requester tries to view a shared executive dashboard, an authorization error is thrown.

Requests :

• SD-74402 : Task comment in a service template is not displayed in the request raised by using the template via requester login.
• SD-72397 : Business Impact field in Right Hand Side panel and Requester Details dialog are hidden for Standard Edition.
• SD-70781 : When emails with attachments (.eml files) are sent to ServiceDesk Plus, the attached files are processed and added to the request description, but not as file attachments.
• SD-72427 : Inline images in mails sent from Outlook 2016 are not parsed in ServiceDesk Plus.
• SD-75736 : Browser personalization is not considered for new request details page in non-English languages.

Admin :

• SD-74749 : Text wrap is not applied in FAFR.
• SD-75736 : Hints in the self-service portal are not translated for German language setups.

Reports :

• SD-75235 : A horizontal bar is displayed while selecting Requesters in the Advanced Filter section of the Reports page. This issue occurs only in IE.

Others :

• SD-58938 : Local authentication does not work when users associated with the domain log into the application through native mobile applications.
• SD-70207 : FAFR changes are not captured in the system log viewer.

10006

(Released on 03, January, 2019)

New Features

• SDF-74365 : Expiry and Review Date in Solutions
  

  Configure expiry date and review date for solutions to make sure the solutions are validated and updated periodically.

• SDF-35631 : EWS Support
  

  Use Exchange Web Services to connect to an exchange server for mail fetching. Click here to learn more

10005

(Released on 31, December, 2018)

Issues Fixed:

Vulnerability:

• SD-73855 : Improper server/client side validation vulnerability in an asset list view URL.
• SD-73965 : Privilege escalation vulnerability in contracts.
• SD-73966 : CSRF Vulnerability in POST operation of a certain URL in Reports.
• SD-74036 : Remote code execution vulnerability in imported XLS under reports.
• SD-73858 : Improper server/client side validation vulnerability in OrgRoles.
• SD-74561 : CSRF Vulnerability while performing ADD/UPDATE and DELETE operations in solutions module.

Purchase:

• SD-73552 : Space between words are rendered as '%20' in purchase request's approval comments.
• SD-73590 : Unable to receive the items in a purchase order if the ordered quantity is extremely high.
• SD-73953 : Unauthorized error message is shown while downloading attachments from Purchase Request via requester login. Issue occurs for requesters with non-login access.

Admin:

• SD-74064 : Unable to delete the values for 'pick list' type CI attributes.
• SD-74077 : Support groups with the same name but different letter cases can be created.
• SD-73566 : Incorrect browser header and tooltip are displayed when you access Admin » Support Groups.

Report:

• SD-74655 : Reports exported as PDF files do not display the content in Thai language.
• SD-70450 : When a report is generated or exported, temporary files are getting stored under root directory.

Other:

• SD-73926 : During application restore, "\t" is restored as empty space.

10004

(Released on 26, December, 2018)

Behavior Change:

• SD-74683 :Specify which users (Ticket Owner, Requester, Editor, or Approval Sender) can receive system notifications on individual request approval actions. You can also disable the these notifications. Note that the Notify approver sender for approval actions option will now appear as Notify the following users when an approval action is taken.

  Enable or disable notification to requester after the request logged is approved or rejected. Notification Rules » Request » Notify requester when a request is approved/rejected.

Issues Fixed

Vulnerability:

• SD-74138 : Vulnerability in notes section of a request.

Request:

• SD-71312 : Exception while updating a request using API. The issue occurs if we change the group of the request where the assigned technician is not a member.
• SD-72769 : Unauthorized error message is shown for requesters accessing the request closure link sent via email notification.
• SD-75558 : Sort option is not working if Notes alone is enabled in conversation.

Project:

• SD-73944 : Notifications are sent to project owners for already completed tasks under projects. Issue occurs if the task is updated (scheduled date) after completion.

Admin:

• SD-73889: Error while deleting a service category associated with a module.
• SD-71146: Updates in Isoverdue column are not recorded or uploaded to Zoho Reports/Analytics Plus. Rather the column value is set as NO.
• SD-73659: After a missed backup schedule, the backup gets started on the server start time, but then the next backup schedule gets revised to the server startup time instead of the scheduled backup time.
• SD-72070: While importing users through scheduled AD import, only users from the first 10 domains are imported.

Report:

• SD-73835 : Estimated effort in reports for tasks is displayed in minutes after the latest upgrade

Community:

• SD-73485: : If the execution start or end time contains a null value, the Scheduled Activities page does not load

10003

(Released on 19, December, 2018)

Issues Fixed

Vulnerability:

• SD-69989 : In forwarded requests, security headers do not update with the correct values.
• SD-70639 : Cookie vulnerability fixed.
• SD-73856 : Vulnerability fixed.

Requests:

• SD-46647 : When a request is split, the new request ID in the success message contains a comma.
• SD-74199 : In request advanced search and custom view, users are unable to add criteria for date field in .au domains.
• SD-74304 : Subject field is null if the description field in the template is set to "Requesters can view" and the subject field is disabled for all users using FAFR on form load.
• SD-75524 : Requests module gets greyed out when we log in for the first time after upgrading to the latest version.
• SD-75336 : Post 10000 upgrade, only 10 Closure codes are displayed in the details page.
• SD-75374 : Post 10000 upgrade, users are unable to change the request status to "OnHold", if any other status value is removed in FAFR.

Changes:

• SD-71586 : Change/task creation becomes slower when the change notification is enabled.
• SD-74031 : Unable to send notifications for a change from requester login.
• SD-69313 : Asset icon will be displayed only for the logged in users with add asset permission.
• SD-71767 : An error occurs while modifying a change status with the variable $ChangeRoles in notification template after creating a change role and configuring a user and then deleting the change role.
• SD-75313 : Non-login users are not able to send notification and save closure codes.

Assets:

• SD-74611 : Agent : For the agent-server communication, SHA-1 certificate has been replaced with SHA-256 certificate.
• SD-73912 : Asset import through CSV file now supports multi-line values inserted within double quotes.
• SD-73916 : After scanning, Cisco IP phones have their State invariably changed to In Store. It has been fixed.
• SD-73828 : Under Barcode >> Print Barcode >> Manual, Site of label properties is not saved if Not associated to any site was selected. It has been fixed.
• SD-72884 : Technicians (except SDAdmin) couldn't edit State of assets by using Global edit in the asset details page. It has been fixed.
• SD-73881 : Issue occurs while performing a script scan on application running in the HTTPS mode with a self signed or a trusted certificate.

Admin:

• SD-72042 : Additional fields are listed twice (Once in English and once in the custom language) if we add 3 or more additional fields. Issue occurs in non-English setups.
• SD-75544 : Post 10000 migration, values set for options under Security Settings are not rendered properly in https mode.
• SD-70952 : When a UDF field is renamed, FAFR associated with that field is deleted.
• SD-75529 : More information link is broken in chat help card under chat settings.

Others:

• SD-75359 : Product version in the EXE file's properties section shows 7600 instead of 10000.

10002

(Released on 12, December, 2018)

Issues Fixed

Vulnerability:

• SD-74037 : CSRF vulnerabilities in incident or service request.

Request:

• SD-75279 : Post upgrade to 10, some users are unable to submit the Add New Request form if FAFR is enabled and description in the template is set as mandatory.
• SD-75292 : Request conversations are not sorted properly in descending order in MSSQL setups.
• SD-70982 : Cc users are also notified if the notification "Notify requester when a request is appended with technician's reply by email" is enabled.
• SD-70756 : Duplicated resolved requests are not closed as per the request closing rules. The issue occurs if only automated close option is selected.
• SD-70582 : Import request through xls option is displayed for users who do not have SDAdmin role.
• SD-69797 : Priority of a request doesn't get changed based on the priority matrix if urgency or impact is modified using the global edit. The issue occurs if "Allow requesters and technicians to override the Priority Matrix" is enabled.
• SD-70139 : Label name for 'notifying a technician' email template is not displayed.

Purchase Order:

• SD-70441 : After exporting POs, the 'Created Date' column has values in a unreadable format.
• SD-72729 : Purchase orders get reopened after their closure if they are approved by one of the approvers after closing the PO.
• SD-73070 : Product type and product drop-downs in the PO creation form do not display more than 25 results.
• SD-73075 : Unable to receive items from POs if the name of those items contain more than 100 characters.
• SD-73198 : Able to send approval link even when the PO is in invoice Received status.

Assets:

• SD-73575 : Unable to view the license list view page from software details page in ppm setups.

Admin:

• SD-73851 : Scripts in Custom Triggers is getting trimmed after migrating to latest build. The issue occurs as the max. character in "Execute script" field is restricted to 200 characters.

10001

(Released on 10, December, 2018)

Behavior Change

• SD-71824 : In the combined list view of requests and tasks, you can view the total count of tasks by clicking the Horizontal Ellipsis icon at the bottom-right corner of the task list.
• SD-71824 : To get the item count in any module other than Requests using GET API, pass get_total_count as true under list_info of Input Data.
• SD-74373 : Users with the request-related permission Editing/Deleting others Time Entry can now delete all work logs under the request.

Issues Fixed

Vulnerability :

• SD-73718 : Vulnerability in status field of a request.
• SD-74088 : Vulnerability in auto-suggestions of requests.

Requests :

• SD-74934 : Dependent (group, technician) fields under the Assign popup are not updated as per changes made in the Site and Group fields. The issue occurs only in firefox.
• SD-75220 : Technician with restricted access could not update Group of a request that is not associated with any site.
• SD-75165 : Unable to close requests from list view in specific scenarios. The issue occurs if the close prompt is set as "No".
• SD-28649 : 'Alert/notify technician when there is a reply from requester' is not fetching the description of the request.
• SD-73580 : Request History tab becomes empty when the department of the request is changed (by changing the requester) and deleting the old department.
• SD-73736 : The resolved date of a request is not repopulated while reopening the request.
• SD-73814 : When the request conversation is forwarded or resent, the same is not captured in history.
• SD-68484 : Intermediate editor change notification, which is sent for requesters, carries the old editor's name instead of the current one.
• SD-71336, SD-63878, SD-64124 : Service request can be closed even without filling out the mandatory fields, selected under Request Closing Rules.
• SD-71788 :Approved approvals are getting listed in 'My Pending Approvals' widget in the home page if the approval configuration is changed from "Anyone can approve" to "All must approve" in templates.
• SD-72030 : Approval action message has been fixed for grammatical correctness.
• SD-72545 : Service Request SLA's response time was not recalculated to reflect change in site.
• SD-70255 : Unable to create a request using Quick Actions for a new requester.
• SD-70916 : Certain actions from the Request Details page are delayed.
• SD-73373 : Column search on decimal field in the Request List View throws an error.
• SD-74974 : When a technician deletes the only approval of a request, the request moves to the Approved status from Pending Approval status.
• SD-72083 : Survey font icons are not compatible in some versions of IE.

Changes :

• SD-74473 : Close icon is not visible in the Status Action Failure message displayed in a change.
• SD-73947, SD-73931 : Email sent to users upon assigning a change task does not contain the task title, though the notification template is configured with $Associated Title.

Projects :

• SD-72761 : Alignment issue occurs while exporting gantt view.

Assets :

• SD-72514 : Alignment issue occurs when a value is added for Multi-line asset additional field.

Home :

• SD-75084 : Post upgrade to 10.0, for custom roles, the home page does not display Announcements, My Tasks and My Summary Widget [Workaround: Edit the custom roles and save them. This should fix the issue.]
• SD-74403 : In the Technician Availability Chart under Scheduler, the Edit option for Unavailability Marking of a technician is displayed away from the selected date, if the technician is located by scrolling down the page.
• SD-73559 : In requester login, incident widget shrinks on decreasing the widget width while using IE.

Others :

• SD-73612 : Unable to view the chat attachments.
• SD-74329 : Unable to edit/add dashboard, when the existing licence is downgraded to standard edition.
• SD-70935 : Unable to modify a Category/Type field in the Edit/Add Product Type page after editing the default product type.
• SD-73927 : While selecting images using the image browser pop-up in CI type page, only GIFs option is shown in the format field.

10000

(Released on 03, December, 2018)

New Features

• SDF-70860 : Request Life Cycle (RLC)

  • Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition(s) easily. The next possible transition for any request is displayed in the Request Details page.
  • Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle.
  • The life cycle contains nodes (request status) and transitions. The transitions are paths that connect two statuses. Transitions can be configured with rules to check for criteria and trigger corresponding actions or send notifications. These transitions can also be restricted by login permissions. That is, only authorized technicians will be able to work on specific transitions.
  • You can also mandate request fields during a status execution than when the request is being logged.
  • Admin >> Helpdesk Customizer >> Request Life Cycle Click here to learn more

• SDF-73206 : Request Details Page - Revamp

  The request details page has been given a UI revamp with the request information prioritized with clear categories to help users quickly access the requests.

  Some of the modifications are as follows:

  • The page is divided into three sections: Request List, Request Details with the Global Edit option, and Crucial Request Information with the Spot Edit option.
  • Custom actions are listed in a separate drop-down.
  • Work logs are accommodated in a brand-new tab.
  • Combined view for notes and conversations through email notifications.
  • Request Closure Wizard has been introduced.
  • Request Preview has been revamped across the product.
  • New Attachment Viewer for the Request module.
  • Support to drag and drop files to the Attachments section.

  • Under Requests, click any request. Click here to learn more.

• SDF-71026: HTML Editor Enhancements

  • HTML editor across product now has the following enhancements:
    • Smiley support
    • Modify Table Properties
    • Edit HTML Code

• V3 API support for Custom Trigger

• SDF- 69055 : Perform custom trigger actions using the V3 API. Click here to learn more

  • Notes API for Requests

• SDF- 74194: Add, update, get, delete notes to requests using V3 API

• SDF-69055 : Email notification in Custom Triggers

  • Notify users about the important events in a request's life cycle. You can notify technicians about high priority or important requests right when it is being created or notify requesters once their tickets get assigned to a technician.
  • Create and save new templates for the email notifications and use them when needed.
  • Admin >> Custom Triggers >> Email Notification Click here to learn more.

• SDF-26625, SDF-57839, SDF-40620 : You can now add attachments to a request by using the drag and drop option. Also, files that can be previewed will have Preview and Download options separately. Other files will be downloaded in a click.

  • Request >> Attachments

    View screenshots attached in requests from the request list view.

    Requests >> Request List view >> Attachment icon

• SDF-36474 : Option to display resolution in the request details page while selecting

  • Actions >> View Requests by Requesters

• SDF-65492 : HelpdeskConfig Role

  • Introducing a new role "HelpdeskConfig" to perform all request-related configurations across the product. This default and non-editable role has access to only the Home and Admin pages. Can be used to share the SDAdmin's workload.
  • Admin >> Users >> Roles
• SDF-45919 : Option to show/hide asset field for users in the request creation page.
• SDF-46761 : Option to change request status from the requests list view.
• SDF-39211 : Option to show the mandatory label mark (*) when a request is edited through inline edit.
• SDF-40620 : Attach files to a request using the drag & drop option.
• SDF-73523 : Requester's email info will be displayed while sharing a request.
• SDF-46873 : Under Conversations, you can now sort the request notifications and notes, together or individually, based on the earliest or recent time of creation.
• SDF-50913 : You can now separate and view user emails from system notifications by using the filter under Conversations.
• SDF-52282 : Request Closing Wizard
• Guide technicians using Request Closing Wizard to fill out the missed mandatory fields while closing a request. This will come handy when a technician closes a request without filling out the mandatory field configured in closing rules (Admin >> Request Closing Rules) such as Resolution, category/sub-category etc. The technician will be shown a prompt from where the technician can fill out the missed out fields.
• Admin >> Request Closing Rules. Click here to learn more.
• SDF-47194 : Under Conversations, Reply and Forward icons are available at the top right corner of every user email or system notification.
• SDF-59782 : Configure the sections to be displayed by default in the request print preview by using a direct query in the database. Users can, however, select and view any section inside the print preview page.
• SDF-63476 : Inline images of Description in the request details page come with Download and Print options.

• SDF-29350 : Make the attachment field mandatory for requests.

  Admin >> Incident Template >> Field and form rules

• SDF-64135 : In service and incident templates, you can now define a field and form rule to hide, show, disable, and enable the Description field for all three events.
• SDF-60073 : Perform Lucene search for requests by using requesters' email addresses. This feature will take about a few hours to reflect in the upgraded build.

  Note : After the upgrade, search may not work until the data gets reindexed.

Behaviour Changes

• SD-74198 : Hidden Unanswered Resources

  In the service request details page, pending (or unanswered) resources questions will not be displayed unless you edit the resource section.

  Requests can be closed only through the global edit/spot edit/ and inline edit options from now on. Close button will not be displayed.

• SD-26094 : Header tab made visible in the request list view while scrolling down requests.
• SD-69444 : It is now possible to update request status under Request details >> Resolution, based on the rule conditions set under 'Field and Form Rules'.
• SD-74928 : Zoho Reports' name has been changed as Zoho Analytics
• SD-70860 : Previously, using the close link (Sent via mail), requesters can close the ticket even if any closing rule is not satisfied. Now, closing rules are applied on the ticket and the ticket is closed only if all the mandatory fields and dependency requests are closed.
• SD-70860 : Description update will not be supported in Business Rules script UPDATE operation anymore.
• Fields that are made mandatory in the incident/service templates cannot be changed to non-mandatory ones using Field and Form Rules.

Issues Fixed

Vulnerability :

• SD-73964 : XSS vulnerability in announcements page.
• SD-73215 : Autocomplete for password fields across the product is disabled.
• SD-22271 : Vulnerability occurs while sending solution approvals.
• SD-22270 : Vulnerability occurs while forwarding solutions.
• SD-22229 : Vulnerability occurs while adding solutions to problems.
• SD-71717 : Possibility of vulnerable script injection while creating new dashboards.
• SD-73363 : XSS vulnerability in the custom schedule's name field.
• SD-73854 : XSS vulnerability in request module.
• SD-71725 : Privilege escalation vulnerability of a technician being able to see assets across sites in reports page.
• SD-72005 : Privilege escalation vulnerability of a user without any login credentials being able to view request attachments.

Home :

• SD-48953 : While sending notification mail for announcements, the mandatory rule for the recipient field is not applied
• SD-72409 : The width of To and CC fields under 'Send this announcement as mail' has become very small after upgrading to 9414.
• SD-71771 : Announcement count shown in the home page is not accurate as the one shown in "Show all view".

Dashboard :

• SD-71004 : Inconsistencies in font sizes of some widgets under change dashboard.

Requests :

• SD-21037 : Unable to add work logs from Request Edit page.
• SD-69576 : Formatting changes done to request description is not saved. This is fixed.
• SD-73875 : Field and Form Rules for $CS.removeOptions does not work for options that contain special characters.
• SD-70927 : Contents of the ticket is cut down in print preview when the content of the resolution is lengthy.
• SD-73259 : The maximum width of the request edit & view page layout is increased to accommodate seamless content display in widescreen monitors.
• SD-73551 : Translation error occurs for Danish language setups in Request Time Elapsed Analysis tab.
• SD-73833 : Associated assets of a request are not displayed in the request approval form.
• SD-73847 : Unable to load a template if a subcategory in it is recently deleted/greyed out.
• SD-73520 : An irrelevant alert message is shown while updating the Site field in a request using the global edit option.
• SD-73423 : Exception occurs while approving a service request in the Stage 2 Approval. The issue occurs if "Allow Self Approval of Requests" option is disabled and the stage 1 approver happens to be a self-approver.
• SD-73849 : Garbled characters are displayed while searching for request templates. The issue occurs if the template's name has more than 90 characters.
• SD-67719 : When pressing tab key from the requester field of a request, text cursor initially goes to the asset field, but then the requester details page refreshes automatically and the text cursor shifts to requester field again.
• SD-69825 : Incident icon is not shown properly in the archived request's print preview.
• SD-70103 : Inconsistencies in UI when viewing the asset details from "User Assets" view of a request.
• SD-70597 : Logical inconsistencies in Enable/Disable icons in service templates.
• SD-70067 : Characters at the beginning of a description are not visible in requests created through outlook.
• SD-73426 : When a linked request is linked to another request, the detachment record of the old linkage is not captured in the history.
• SD-73181 : Unable to archive requests if the content length in E-mail Id(s) To Notify field is more than 250 characters. The issue occurs in MSSQL setups.
• SD-72373 : When trying to create a request via helpdesk mail by copying and pasting an image alone in the body of the mail, the image is not displayed in the description of the request.
• SD-73365 : Variables in the Notification rules' global reply template gets added in the custom reply templates by default when replying to a request.
• SD-71671 : Unable to get request attachment using attahment API by requester.
• SD-74071 : An unnecessary error message with respects to purchase request is shown while editing the Site of an existing request. The issue occurs in a standard edition setup

Changes :

• SD-73660 : Translation error occurs for French language setups under Project/Change Management.
• SD-71767 : Exception occurs while changing the status of a change.
• SD-71157 : My Approvals tab is not visible for logged-in approvers. The issue occurs if the change type was removed from the change template with which the change sent for approval was created.
• SD-68493 : Change list view filter is filled with empty values for technicians whose super change permissions are recently revoked.
• SD-66867 : Change approver role is deletable.
• SD-70558 : Attach / Detach buttons under request list section of a change are missing in the planning stage. Attach/Detach buttons are disabled for problem list section of a change in the planning stage.

Projects :

• SD-73816 : Error occurs while importing MPP files in projects.

Assets :

• SD-71794 : When we push data from a remote server to a central server, even if the scan status of the workstation is failed in the remote server, "SUCCESS" message is shown in the central server from the second time onwards.
• SD-74251 : Some details such as Manufacturer, Domain Name, Last logged-in User are not fetched while scanning AIX machines.
• SD-74039 : Error occurs while trying to view an Asset's History tab.
• SD-74022 : Unable to change the CI type of a scanned software (both managed and non-managed) to null after associating it to some value.
• SD-71805 : Newly created software and software suites do not appear in the list view. The issue occurs if the compliance calculation is disabled in the database while creating.
• SD-69814 : While calculating compliance of a child software, the parent software is not checked for compliance.
• SD-73723 : Unable to add a software suite for software belonging to the same manufacturer under All Manufacturer filter in software list view.
• SD-73831 : Unable to edit the site of a license which is associated with a software license agreement.

Purchase :

• SD-70012 : Due to the missing screen scroll bar in 'Add Invoice' pop-up, users are unable to save invoices in laptops with 14-inch screens.

CMDB :

• SD-72152 : The "Actions" and "New" drop-downs do not appear for certain CI types under the CMDB tab.
• SD-73557 : CMDB API: Unable to fetch IP Addresses using API in MSSQL Setup.

Others :

• SD-72650 : Unable to close tech to tech chat if a technician involved in that chat is recently converted as a requester.
• SD-74355 : Unable to add more than 100 characters as UDF field values in template customization.
• SD-73477 : The task reminder notification details are not available under Admin >> Notification Rules.
• SD-70429 : Organized tasks are not shown properly in task list view.
• SD-69269 : Error message is not shown properly while adding a duplicate project role name with a script tag.
• SD-71631 : Unable to create PM tasks using service templates. The issue occurs in some builds (9404-9409) which have recently performed a backup and restore operation.
• SD-73189 : Unable to copy a service template which has service cost enabled but has 0 value.
• SD-73190 : Unable to edit the product cost and save a resource question in service template if the product name has a hyphen in it.
• SD-70992 : Font issue in the self-service portal's request summary view.
• SD-70053 : Change additional fields are not removed from Change closure rules even if the Change additional fields are deleted.
• SD-72320 : Application sends email notifications to users for completed reminders.
• SD-71159 : Hyperlink provided in Service Catalog SSP is not working.
• SD-72208 : An exception is thrown for technicians trying to edit their support groups.
• SD-72300 : Holidays created for custom sites gets added under default settings.
• SD-67053 : Keystore password is not encrypted.
• SD-73116 : During backup, tables which contain Schar and PK columns throws an OOM error.
• SD-74021 : Failure occurs while upgrading to the latest version of the application if we have included the requester details section at the end of any request template.
• SD-72102 : During backup, .sql files with data storage exceeding 1GB will be split into multiple .sql files. The new files will be named in the tablename_fileindex format.
• SD-69233 : Following files have been added to the trimmed backup:
  1. conf\Server.xml
  2. bin\run.bat (run.sh)
  3. bin\startDB.bat (startDB.sh)
  4. conf\wrapper.conf
  5. \fos\fosInputs.conf
  6. conf\web.xml
  7. conf\logging.properties
  8. conf\TrayIconInfo.xml
  9. conf\sdp.keystore
• SD-69358 : During the upgrade, compressableMimeType will include application/json as well.
• SD-74145, SD-74361 : Maximum limit for response_comment field in non-login survey form is increased to 500 characters.

Issues Fixed in 9427

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