ServiceDesk Plus ReadMe

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

14810

(Released on June 19, 2024)

Behavior Changes :

  • SD-120128 : Password Manager Pro menu will be disabled on the application menu bar by default and displayed only after the integration is set up.
  • SD-84877 : Zia approval email content will be displayed under the Conversations tab for Requests, Changes, and Releases modules. The Conversation icon will not be present for zia approval email.
  • SD-93406, SD-115795 : Administrators can map ADManager Plus fields to be updated while creating AD users via ServiceDesk Plus requests via application UI. Edit Create User in AD action to map the ADManager Plus fields with ServiceDesk Plus fields.
    • The Create User in AD form UI accessed from the custom menu in request details page is enhanced for improved user experience.
    • Administrators can enable Modify Account Expires action for specific domains and request templates while configuring ADManager Plus integration. This action allows technicians to modify the expiry time for user accounts in ADManager Plus from ServiceDesk Plus requests.
    • Integration key is required to access the Create User in AD form. AuthToken will no longer be supported.
    • The Host, Port, and Protocol fields in integration forms of all ManageEngine products is replaced by Hosted URL field,
  • SD-120642 : Newly uploaded attachments and inline image storage paths are restructured in the format below.
    • Attachments : /fileAttachments/<module name>/<MonthYear>/<Date>/<Hour>/<unique file name>
    • Inline Images : /mediaFiles/<module name>/<MonthYear>/<Date>/<Hour>/<unique file name>

Impacted areas : This behavior change will affect all attachments and inline images across all modules in the application.

SD-119118 :

  • The Associated Changes list view in Project Association will now display all available columns for change (mirroring the actual change list view).
  • Users with Project View permission can now view all associated requests and changes regardless of their individual permissions on them. However, they are restricted from making associations or disassociations.
  • Creation of new projects from the Associated Projects list view, accessed from the Request Details page, has been discontinued.
  • The option to select $group_incharge$ has been removed from the reassign dropdown in the Scheduler Task list view.
  • The button for creating new filters for tasks in the request list view has been removed.
  • Project History : Differentiation between changes initiated by this project and changes initiated by a project has been unified as "Change associated" in general.
  • The Marked Owner and Marked Group fields have been removed from task filters. Existing filters containing these fields will remain. From now on, filtering tasks by owner/group fields will also include tasks with marked owner/group.
  • Support for old v3 project association URLs has been discontinued, and new v3 APIs have been introduced.

SD-119870 : Solutions & topics in active and inactive status will be included in query reports.

Enhancements :

SDF-119118: Enhancements in Projects

Kanban and Classic View Options

  • Kanban view displays projects in a billboard format and helps simplify the process of organizing and prioritizing projects. The projects will be grouped based on assigned project members/status/priority.
  • Classic view displays projects as a comprehensive list with vital information upfront and allows easy access to additional details under each subject.

Tags in Projects:

  • With support for tags in projects, you can categorize and label items to improve ease of access and make projects more filterable.

Milestone List view Enhancements:

  • Perform quick add, pickup, and assign actions directly from the milestone list view.
  • Default filters introduced for the milestone list view.

Other Enhancements:

  • Task icon in projects and requests now displays a unified view of task details.
  • New version of V3 API's have been introduced for Project-Request and Project-Change associations.
  • The UI for the advanced filtering option has been enhanced for better user experience.

SDF-119118: Enhancements in Tasks

Kanban and Classic View Options

  • Kanban view displays tasks in a billboard format and helps simplify the process of organizing and prioritizing tasks. The tasks will be grouped based on assigned technician/status/priority.
  • Kanban boards simplify the process of organizing and prioritizing tasks.
  • Classic view displays tasks as a comprehensive list with vital information upfront and allows easy access to additional details under the subject.

Tags in Tasks:

  • With support for tags in tasks, you can categorize and label items to improve ease of access and make tasks more filterable.

Other Enhancements:

  • Task icon in projects and requests now displays a unified view of task details.
  • The UI for Tasks view in Scheduler has been revamped.
  • UI for the advanced filtering option has been enhanced for better user experience.

SDF-84877: Add Approval Responses in Conversations using Zia

  • Approver responses via email will be appended to conversations in Requests, Changes, and Releases modules by Zia.

SDF-110035: Custom Associations

  • Users can associate records between the associated custom modules in published statuses.
  • The associated records can be viewed under the Associations tab in the custom module details page. Users can use the association map to view the associations in a visual layout.
  • Additional fields can be used to collect details about each association.
  • Administrators can define custom associations across custom modules under Admin > Customization > Associations. Click here to know more.
  • The association type between the custom modules can be defined by administrators under Admin > Customization > Association Types. Click here to know more.

SDF-120793: Field and Form Rules for custom module

  • Custom module now supports Field and Form Rules

SDF-87949: Backup Approver

  • Technicians and requesters can now self-configure a backup approver during their unavailability.
  • To configure a backup approver, go to Home > Backup Approver. Click here to know more.

SDF-120628: Problem List view - API based UI

  • Problem list view UI is revamped for better user experience. Click here to know more.
  • Customize the list view layout by using List Settings.
  • Configure Refresh Frequency to automate the refresh action or click the Refresh icon on the toolbar to refresh the list view manually.
  • Mark filters as favorites and drag the filters to change their order.
  • Association of problems with requests, changes, and assets is made easy. You can search and associate problems from the slider panel.
  • Maintains bulk selection during page navigation.
  • View problems in Classic view. Click here to know more.

SDF-120642: File Storage Folder Path Restructuring

  • Server folders created for storing attachments and inline images are restructured for better performance. Files are stored with alpha-numeric IDs for enhanced security.

SDF-93406, SDF-115795: ADMP Enhancements

  • While configuring ADManager Plus integration,
    • Administrators can map ADManager Plus fields to be updated while creating AD users via ServiceDesk Plus requests. Edit Create User in AD action to map the ADManager Plus fields with ServiceDesk Plus fields. Click here to know more.
    • Administrators can enable Modify Account Expires action for specific domains and request templates. This action allows technicians to modify the expiry time for user accounts in ADManager Plus from ServiceDesk Plus requests.
  • The Create User in AD form UI accessed from the custom menu in request details page is enhanced for improved user experience.

SDF-85237: PAM360 Integration

  • Integrate ServiceDesk Plus with PAM360 to remotely access privileged accounts in target machines and perform help desk operations.
  • To enable integration, go to Admin > Apps & Add-ons > Integrations > ManageEngine. Click here to know more.

SDF-111811: Connections

  • Connections is a secure authentication mechanism that facilitate integration between ServiceDesk Plus and external applications. Applications authenticated via connections can be accessed as custom widgets from ServiceDesk Plus UI.
  • Connections is equipped with three modes of authentication: OAuth 2.0, API key, and basic authentication.
  • To configure connections, go to Admin > Developer Space > Connections. Click here to know more.

SDF-114831: Custom Widgets

  • Bring external services inside ServiceDesk Plus by embedding widgets in various locations such as Dashboards, Web Tab, Request details, Change details, Asset details, Release details, and Custom module details page.
  • The configurations and display locations of widget items can be managed from Admin > Developer Space > Custom Widgets. Click here to know more.

SDF-57393: Trash Support for Solutions and Topics

  • Technicians can now restore deleted solutions from trash within 30 days from the time of deletion. Click here to know more.
  • Trashed topics are marked as inactive. You can restore them from the solutions left pane.
  • Use the Show/Hide Deleted Topics icon in the left pane to view or hide inactive topics.
  • View solutions based on a topic or subtopics.
  • A new option All Active Solutions is added to the solutions filter. This will serve as a default filter, displaying only approved solutions and approval pending solutions.
  • Deleted on field is added to the column chooser in trash.
  • Trash and restore actions are recorded in the solution history.

SDF-110421: Custom module Support in Advanced Analytics

Data from web tab custom modules with reports feature enabled can be exported in ManageEngine Analytics Plus/Analytics Plus Cloud via integration.

Note: The following field types are unsupported for export - URL, HTML, Color, File Upload.

SDF-109197: Reminder Enhancements

  • Reminder add and edit forms UI are enhanced for improved user experience.
  • Change requesters can add reminders for changes they are associated with.
  • Users can track all operations performed on a reminder from History.
  • Post migration, the Notify before scheduled start field will be updated as Never in reminders configured by users without email address.

SDF-100347: Customizable Table & Graph Widget in Dashboard

Technicians can create table widgets and graph widgets in dashboard using data from requests, changes, projects, assets, CMDB, or reports modules.

  • Table widgets can be used to fetch list view data from any module. Certain columns from the respective module can be listed in table widgets.
  • Graph widgets can be used to create graphical charts based on data from any module. The data can be displayed using various graph types and grouped as per requirement.
  • Table and graph widgets can be listed as private, public, or shared only to specific participants/roles/user groups/support groups.

SDF-113353 : DB Analyzer

ServiceDesk Plus analyzes the database during upgrade and prevents the user from upgrading if inconsistencies are detected. Click here to know more.

Issues Fixed :

  • SD-120706 : Unable to include or exclude more than 10 users while importing users.
  • SD-120859 : Migration fails if a contract is set as the parent contract for its renewed contract.

14750

(Released on May 29, 2024)

Behavior Changes :

  • SD-119001 : Based on given criteria, both active and inactive product types will be listed on invoking api/v3/product_types V3 API.

Issues Fixed :

Home :

  • SD-119859 : Associated Department Site's holidays not visible in Scheduler for non admin technicians.

Changes :

  • SD-119812 : On passing group name in API calls for request/change /problem/release/maintenance modules, a random group is assigned.

Tasks :

  • SD-118924 : When a user with a profile picture is changed to a technician, the technician tag list does not load in the task comments.

Solutions

  • SD-119894 : In some workstations, the video API call is not initiated when uploading MP4 files in Chrome and Edge web browsers.

Assets :

  • SD-111737 : When adding a workstation or server via form, the Description field is only visible to technicians with view assets permission and EnableCMDB role.

General :

  • SD-118927 : System log viewer auto-populates wrong log message, if Auto Update URL is unreachable due to connectivity issues.
  • SD-119882 : Slowness on performing adding, editing, or deleting operations if the Site field is present in the form.
  • SD-115717 : When a user invokes a CMDB API and simultaneously generates a report , all devices of the similar CI category gets updated.
  • SD-119804 : "Allow" response header value is added in TRACE HTTP method.

14740

(Released on 13 May, 2024)

Behavior Changes :

  • SD-119619 : Passwords for default user accounts (administrator and guest) are mandated to be reset during the first login.
  • SD-118104 : Approvers for a change stage can no longer edit the stage details.
  • SD-120214 : Migration will halt if EWS with Exchange Online mailboxes is enabled in incoming/outgoing mail server settings. Customers are advised to switch to the Microsoft Graph for both incoming and outgoing email configurations.

Enhancements:

  • SDF-118105 : Change Task Owners can now view the complete details of the change request.
  • SDF 114983, SDF-118103 : Change managers and change owners are now referred to as change governors.
    • In a change, you can allow only change governors to edit or close tasks across stages as well as assign or edit change roles under Admin > Customization > Change Management > Change Configurations.
    • By default, change managers are considered change governors, while change owners can be configured as change governors in the Change Configurations page.
    • If no change managers are assigned to a change, users with the SDChange Manager role will be treated as change governors.
  • SDF-119239 : Page script control is now provided for the asset and CMDB details pages when directing from their list view pages.

Issues Fixed :

Requests :

  • SD-119406 : Technicians are marked as 'On leave' the day after a leave, even if they log in.
  • SD-119902 : Unable to create requests using request templates with associated child task templates in Closed status after upgrading to build 14506 or later.
  • SD-119011 : System notifications are not displayed in the requester login.
  • SD-119436 : Error on clicking Technician field while adding or editing a request if the Group field is deleted from the request template and sites are not configured.
  • SD-119567 : Pending Clarifications link in email notifications fails to redirect to the corresponding pending clarifications slider when multiple service desk instances are present.
  • SD-119157 : Attachments added/removed after saving a draft are not retained while forwarding the request.
  • SD-119602 : Request status is not changed to open from onhold after approval if the SLA is associated without any escalation actions.
  • SD-118689 : When creating a request, clicking the Submit button twice results in duplicate requests.
  • SD-118119 : Text within the Description sections is displayed in the wrong color in Night/Dark mode.

Problems :

  • SD-119416 : Problem Closure actions are not executed for problems with more than 10 associated incident requests.
  • SD-119456 : The Technician and Group fields are reset when the site value in the problem form is changed to the referred site.

Changes :

  • SD-119573 : Site-Group-Technician validation fails error is thrown when a task is assigned to a technician in the parent site using sources other than the web client.
  • SD-114684 : The change template query is now cached to reduce duplicate queries and decrease the load time on the change details page.

Projects :

  • SD-119970 : Milestones and tasks are not filtered when a project is selected in projects gantt view.

Purchase :

  • SD-119546 : Item names in purchase order notifications are displayed with break tags.

Admin :

  • SD-119873 : setValue & setText actions in field and form rules are not applied if a request contains a pick list additional field with more than 500 values.
  • SD-119558 : Scheduled user import fails when new sites are added to a retired instance.
  • SD-119611 : Alias URL of an instance directs to the ESM portal page for non-login users.
  • SD-119617 : Attachments and inline images in the signed emails are not processed in some environments.
  • SD-118476 : An error occurs when attempting to view the failed records of the categories imported via CSV files.
  • SD-118242 : An error occurs when attempting to add an attachment with an unsupported file extension.
  • SD-119922 : Unable to save approval reminder notification template if the content contains rich text like email signature.
  • SD-119794 : The attachment name is empty in the attachment strip notification if attachments are removed from incoming emails fetched using Microsoft Graph.

Reports :

  • SD-119917 : While executing query reports via API, users can customize null value columns to be rendered in the query report. Click here to learn more.

Integrations :

  • SD-119816 : Error is not thrown when the Microsoft Calendar integration is configured incorrectly.

General :

  • SD-115557 : When files are deleted from a folder being zipped for backup, a warning is issued, and the backup fails.
  • SD-115637 : User enrollment for two-factor authentication for admin configurations is removed during login.
  • SD-119905 : Unable to upgrade in Azure SQL Server setups due to presence of system views like database_firewall_rules,ipv4_database_firewall_rules, ipv6_database_firewall_rules in Azure SQL database.
  • SD-119798 : In some cases, out of storage notifications are triggered incorrectly while fetching mails.
  • SD-120134 : In the SD/Seqgenstate table, some SeqName entries refer to portal tables that are internally marked as common portal tables. These tables are not available in the portal base. This caused the migration to halt or pause the server restart in build 14730 and later.

14730

(Released on 02 May, 2024)

Behavior Changes :

  • SD-119086 : Previously, when a user without access to a child task closed a parent task, the child tasks would not be triggered. Now, the system will ensure that closing the parent task triggers the child tasks, regardless of the user's permission.
  • SD-103525 : When the application is opened in multiple tabs, logging out from one tab will automatically log you from all tabs, and similarly, logging into the application from one tab will allow you to access the application from other tabs.
  • SD-118227 :The application server will be stopped If the portal range is updated incorrectly for a service desk instance under Sdseqgenstate or seqgenstate tables.

  • SD-118479 :
    • Maintenance details can now be opened in a new tab.
    • Edit option is now available for completed maintenance.

Framework Upgrade Information :

  • SD-112797 : Bootstrap javascript dependency is removed.

Enhancements:

  • SDF-119208 : Users can expand/resize the cell width of gantt charts. The customized cell width will also be reflected while exporting gantt charts.
  • SDF-115163 : $Risk variable is added to Notification Rules, Stage and Status notifications and Workflows.
  • SDF-117966 : New data centers added for ManageEngine Analytics Plus integration: Canada, Saudi Arabia, United Kingdom, and Japan.

Issues Fixed :

Vulnerability :

  • SD-118802 : XSS vulnerability in request custom actions.

Requests :

  • SD-98693 : Request worklog creation fails upon closure of Endpoint Central Remote control.
  • SD-118738 : Request history records only the first 10 approvers when approvals are triggered in bulk.
  • SD-118739 : Notifications are sent to the primary email address of the user even if the notification type is set as SMS in the Request Life Cycle After Rule.
  • SD-118744 : Requests with multiple attachments take longer time to load.
  • SD-118592 : Translating the Impact Details field within the requests module affects both the problems and changes modules due to a shared i18n key.
  • SD-118125 : Task History and Request History pages displays tasks assigned through templates as assigned by the last approver.
  • SD-119086 : Child tasks are not triggered when a parent task is closed if the technician does not have permission to view child tasks.
  • SD-118815 : The To, Cc, and Bcc recipients in emails fail to be parsed by Microsoft Graph if it contains a comma (,).
  • SD-118903 : The AND and OR operators in Advanced Filter is displayed incorrectly for non-English languages.
  • SD-119004 : Email delimiters are not applied for request notifications.
  • SD-119114 : While adding notes to requests, attachments are not added if the Save button is clicked before the uploading process is completed.
  • SD-119122 : Field and form rules are not executed for single and multi-line fields when the Condition criteria is set to contains or does not contain.

Problems :

  • SD-119058 : The value of Date/Time additional fields is not rendered properly in the problem list view.

Changes :

  • SD-118289 : Change ID is not displayed in the print preview of the change details page.
  • SD-118923 : When a change is copied, tasks within the change are copied with their date fields.
  • SD-118936 : Modifications made to the ChangeOwner, ChangeManager and ChangeRequester titles in Admin configurations are not reflected in the Change module.
  • SD-119112 : In a change form, Roles fields are displayed incorrectly when users with identical names are set as default values in the change template.

Solutions :

  • SD-115741 : On accessing a solution URL in ESM setups, users will be redirected to the solution details page automatically after logging in.

Assets :

  • SD-118144 : Unable to download Linux/Mac agent from agent configuration page.
  • SD-114267 : Asset in an Ownership state cannot be moved to another ownership state, when previously assigned to a deleted custom state.
  • SD-118814 : An error occurs while associating assets to a change or a problem if the technician has Complete Access to Changes and Problems and view access to Assets.

Purchase :

  • SD-118788 : Email notifications for purchase request approval are sent despite the notification being disabled.
  • SD-118845 : The search functionality for services in the purchase order add/edit form is case-sensitive.
  • SD-118619 : While adding or editing a purchase order, the sales tax is not calculated using rounded-off values.

Admin :

  • SD-115163 : Certain Change role, UAT & Release stage variables available in Notification Rules are not added to Change Workflow.
  • SD-115666 : Change Additional Field page crashes when associated templates of an additional field are deleted.
  • SD-115768 : If Date & Time fields are mandated, an error is thrown when copying the change.
  • SD-117884 : Mail fetching does not occur when incoming mail contains a delimiter of an unsupported module.
  • SD-119466 : Help Text field is not saved while adding or editing checklist items.
  • SD-119046 : Unable to delete an additional field if its API name is similar to the API name of another additional field used in a request workflow.

Reports :

  • SD-118449 : User scheduled operations fail in ESM setup due to cache invalidation.
  • SD-118682 : Query reports executed via API contain HTML tags in the Description field.
  • SD-119229 : Unable to generate query report when Release module is selected in the Table Schema drop-down.
  • SD-119427 : Deleted additional fields from User, Asset, Problem, Change, WorkStation, Purchase and Contract modules are listed in the Available Column field while creating custom reports.

Integrations :

  • SD-119139 : Error in Analytics Plus integrations if a large number of additional fields are configured in ServiceDesk Plus.
  • SD-119209 : Analytics Plus data sync fails if special characters are present in worklog description.
  • SD-119097 : Exception thrown during advanced analytics sync if the On Behalf of User - Email column is duplicated.

General :

  • SD-118582 : An error occurs while logging into ServiceDesk Plus with SAML for the second time from the IdP.
  • SD-118693 : When the domain drop-down is disabled during login, the Forgot Password reset link is not sent to the Not in Domain users.

14720

(Released on 14 March, 2024)

Issues Fixed :

  • SD-119202 : Post upgrade to 14710, some technicians are converted to users automatically in some portals in the ESM setup.

14710

(Released on 13 March, 2024)

Behavior Changes :

SD-117985: End of Life Announcement for EWS for Exchange Online

Support for EWS for Exchange Online mailboxes will be discontinued with this release. Going forward, migration will halt if EWS with Exchange Online mailboxes is enabled in incoming/outgoing mail server settings.

Customers are advised to switch to the Microsoft Graph for both incoming and outgoing email configurations. Click here to learn more.

SD-115748 :

  • Priority field is color coded in Request Kanban view and Trash filter.
  • In Request list view, the priority color icon for No fill colour will be displayed as an empty box.

SD-118297 : V1 API for Change module will no longer be supported. Click here to know more.

SD-100243 : Descriptions of emails fetched from calendar invitations are displayed in the iCalendar format. Going forward, email descriptions will be updated properly.

SD-118811 : Application restart is required if Validation approach or File attachment filtering configurations are updated under Attachment Settings.

SD-118191 : Approval stage in Changes module is renamed as CAB Evaluation stage. Additionally In change list view filters & change dashboard,

  • Approved changes widget is renamed as Pre/CAB Approved Changes.
  • Unapproved changes widget is renamed as CAB Unapproved changes.

SD-115664 : The size of inline images in incoming emails is limited to 3MB.

Note : If the inline image size exceeds 3MB, the image will be dropped from the email and the sender will be notified.

Enhancements :

  • SDF-109278 : Delta OU sync minimizes data payload transferred during an OU import and syncs the data of updated OU details and newly added OUs and deleted OUs.

    Delta OU sync will be used in AD manual and Scheduled Full import for fetching OU details from Active Directory.

  • SDF-111736 : SNMP V3 credential type's authorization protocol now supports SHA256 and SHA512.
  • SDF-28875 : In query reports, IDs will be hyperlinked to the corresponding details page. The supported modules are Requests, Changes, Problems, Projects, Milestones, Tasks, Solutions, and Releases.
  • SDF-115594 : The pick list type user additional field limit is increased to 500.
  • SDF-117942 : Use page scripts to manage listing of service category templates and invoke the templates directly if the service category contains only one template.
  • SDF-114807 : Technicians can clear all associated sites while editing a rule group by clicking Remove All Sites option.
  • SDF-118496 : SDAdmins can configure Two Factor Authentication for admin configurations in their service desk instance.

Issues Fixed :

Vulnerability :

  • SD-115664 : XSS vulnerability in email attachments.
  • SD-107941 : XSS vulnerability while executing page scripts reported by Ranjit Pahan.

Home :

  • SD-118055 : Unable to save icon margin configurations in the Requester Hompepage customizer.

Dashboard :

  • SD-117933 : In the Helpdesk Dashboard, the Support Group filter chosen under All Sites is not retained on refresh for users with SDAdmin and custom roles.

Request :

  • SD-117281 : In some cases, request list settings are not retained when user switches to another module.
  • SD-105700 : Unable to add email addresses with special characters while creating requests in Email IDs to notify field.
  • SD-117296 : Requesters are able to self-approve requests when Allow self-approval of requests is disabled in Advanced Portal Settings if the requester has any organizational role assigned to them.
  • SD-112272 : Worklog description is missing under Resolution tab in request details page if the request status is updated after adding resolution and worklog.
  • SD-114033 : Unable to view more than 100 closure codes while closing a request.
  • SD-114999 : Only the first approval level is expanded in the print preview of service requests containing multiple approval levels.
  • SD-113110 : In builds prior to 14300, custom request approval triggers fail for existing service requests if its mandatory fields are empty and the Assign technician only after Service Request approval option is enabled in the service template.
  • SD-113559 : Request approval notifications are added as conversations.
  • SD-115748 : Priority colors for requests are not displayed in the kanban view and Trash.
  • SD-117451 : The time elapsed is not being calculated accurately while reopening and closing requests without SLA.
  • SD-118121 : While moving an on-hold issue from one technician to the other, the time spent by the technician on the ticket is not calculated accurately.
  • SD-115758 : In the Request List view, when scrolling down and using navigation buttons to move between pages, the results are not displayed from the top.
  • SD-115461 : The Pending Approval and Need Clarification icons are displayed for requests that are under the Completed status in the Request List view.
  • SD-117468 : Unable to archive requests that are assigned to support groups with names exceeding 50 characters.
  • SD-115466 : When executing a custom trigger to generate multiple child requests upon the creation of a parent request with an attachment, an error occurs with the content URL.
  • SD-117745 : Inline images uploaded while changing a task template in the add/edit task form appear broken in the task details page.
  • SD-117987 : Users with no permission to view requests are not directed to the request details page while clicking View Details in the Outlook actionable messages approval card.
  • SD-118599 : In some cases, request status is not getting moved to Open from On Hold after approval.
  • SD-114390 : Unable to view or delete requests with huge description or resolution if the description or resolution content is not found under ServiceDesk Plus directory.
  • SD-118194 : Decoding issues in subject line and attachment filename during mail fetching result in dropped attachments and garbled characters in the subject line.

Problems :

  • SD-118019 : Unable to load more conversations when Problem has more than 10 notification and notes in mssql setup.
  • SD-117751 : While associating a new problem with a request, the Confirm template change popup appears broken in German setups.
  • SD-117824 : Problem custom triggers with the Execute on actions condition as Created are executed when the Analysis tab in the problem details page is updated.

Changes :

  • SD-115468 : Unable to create a Change when Approval and Task closure rules are mandated for stages in the workflow.
  • SD-118594 : Unable to set numeric values in change picklist fields via Execute Script action in change field and form rules if setText method is configured in the script.

Release :

  • SD-118293 : Unable to load more conversations when Release has more than 10 notifications or notes in mssql setup.
  • SD-114282 : Pending release approvals are not moved to the configured backup approver.

Solutions :

  • SD-117831 : Solution Self approval options are displayed despite self approval permissions being turned off in Approval configurations.
  • SD-115575 : Technicians with Edit solution permission are displayed when submitting a solution for approval.

Asset :

  • SD-115096 : Unable to create software license of Node Locked license type if a workstation is selected in the Allocated To field.
  • SD-110758 : Endpoint Central's Task ID does not redirect to the relevant link.

CMDB :

  • SD-115445 : When accessing the Global Search in CMDB module's CI details page, Search across option is selected by default.

Purchase :

  • SD-118179 : Sort order is not retained on the left navigation bar in Purchase module on navigating to the purchase request details page.
  • SD-115783 : While creating a Purchase Request from a Service Request, the product ID is displayed instead of the product name.
  • SD-115460 : When closing a purchase order with the send mail notification checkbox unselected, a Notification Sent Successfully message is triggered.

Contracts :

  • SD-115793 : While adding or editing contracts, contract names in Thai language are loaded as question marks in Parent Contract drop-down if a vendor is selected.

Admin :

  • SD-116946 : Out of memory error while pushing data from remote server to central server during distributed asset scan if Analytics Plus integration is configured.
  • SD-117986 : In some cases, scheduled backup fails when requests conversations index file is corrupted.
  • SD-115787 : Unable to send change notifications via REST API.
  • SD-102967 : Unable to delete organization roles.
  • SD-111049 : Unable to add or edit support groups having more than 5 additional fields.
  • SD-118156 : Unable to add users through API when the department name instead of the department ID is entered.
  • SD-115673 : Values added in the additional fields picklist are not fetched during AD import.
  • SD-115759 : The request title is double encoded in the survey email if it contains special characters.
  • SD-117879 : Data is not getting populated for user-defined fields in SAML.
  • SD-109655 : Domain Scan continues despite Active Directory domain name containing restricted characters.
  • SD-117892 : Deluge's API call throws an error when there is a relative URL in the location header.
  • SD-118369 : Mail fetching stops if the attachment name in the incoming mail contains "?" and ":" characters.

Reports :

  • SD-115802 : Unable to generate scheduled query reports due to unavailability of the organization logo.

Chat :

  • SD-118365 : The collaborators count in the request details page is not updated dynamically when the chat is disabled.

General :

  • SD-117993 : When additional fields name contains more than 63 characters, Aplus Sync fails.
  • SD-117472 : SolarWinds integration fails even if the SSL certificate is valid.

14700

(Released on 12 February, 2024)

Behavior Changes :

SD-118364 : Filters for Project History

  • The existing Recent Updates icon is replaced with the Recent Updates button and relocated to the top-right of the project list view for better user experience.
  • Recent Updates cannot be set as the default view for Projects.
  • Only users with View All Projects permission can access the Recent Updates button.

SD-115620 : While accessing a linked request, technicians who do not have access the the request will be redirected to the request list view.

SD-118600 : Tasks description will not be fetched while obtaining a list of all task details via API. Users can use fields_required API input to obtain task description, if needed.

Enhancements :

SDF-118035 : Dynamic sub-form/entity support

  • Create sub-forms, a section of fields to be used in custom module forms.
  • Create sub-entities, an additional entity for web tab type custom module.
  • Select a pre-defined custom sub-form or sub-entity and include it within a web tab type custom module.

SDF-113485 : Asset Booking

  • Streamline asset booking by allowing end users to book assets for a set duration, reschedule/cancel bookings, check assets out, extend and check the assets back in when the booking schedule is completed. Asset Booking can be accessed from Assets > Assets Booking and Loan.

Click here to Know more.

SDF-97729 : Zia Multilingual Approval Prediction

  • Zia approval prediction now supports Spanish & Swedish languages.

Click here to know more about server requirements.

SDF-114921 : Zia Predictions Role

  • Configure Zia Verifier role to restrict who can verify Zia predictions. Combine this role with module roles to verify module-specific predictions.

SDF-118036 : Support for Upload Videos in Solution description

  • Embed YouTube links or upload videos in .MP4 or .WEBM formats in the solution description.

SDF-118013 : Custom view for Solution list view

  • Create and save custom views to filter solutions displayed in the list view and classic view.

SDF-118010 : Insert Solution in Reply request popup

  • Technicians can insert solutions in their replies to requests.
  • For detailed solutions, a link can be added to reply emails.

SDF-118360 : Moving import xls solutions over the API framework

  • Import solutions via xls, xlsx, and csv files.
  • Perform the following operations while importing solutions:
  • Add and update records
  • Delete existing records and add new ones
  • Ignore duplicate records

Click here to Know more.

SDF-118364 : Filters for Project History

  • Use history filters in Projects, Milestones, and Tasks to display history based on specific criteria such as Operations, Performed by, Show Only and Fields.
  • History cannot be filtered based on additional fields.
  • Recent history updates are now displayed in a slider panel.
  • Use the Show History filter in the recent history updates to display history based on specific criteria such as Operations, Projects, Performed by, Show Only and Fields.
  • Filter the history based on predefined time values or custom values.
  • Module icons help identify operations history at a glance.
  • On the Recent Updates page, click on the IDs to navigate to the corresponding details page. For milestones and tasks, hover over the IDs to view their project and milestone details in a pop-up.

SDF-94632 : External Frame support for Home and request modules

  • Allow users to quickly access their service desk details by adding Home and Requests tabs in ServiceDesk Plus to Microsoft Teams and other external applications.

SDF-118367 : Bell Notification Enhancements

  • Enable Do Not Disturb mode to disable bell notifications.
  • Sort and filter bell notifications in the Notifications pane.
  • Access notifications globally from all service desk instances in any service desk instance.

SDF-114828 : Chat channels

  • Build a channel to facilitate collaboration between service desk technicians and users.
  • Create private or public support channels.
  • Allow users to pin important messages in the channel.

SDF-118017 : What's New - User Education

  • What's New section is added to Help icon on the application header to assist customers in exploring the latest features and behavior changes that are introduced in this update.

SDF-85055 : Missed Chat notification

  • Notify users through email when a chat is left unattended for a specific time. Click here to Know more.
  • Configure roles and users in the notification template to send notifications for missed chats.

SDF-89077 : Two-Factor Authentication for admin configurations

  • Enable Two-Factor Authentication for modifying general/advanced security settings and password policy under Admin > General Settings > Security Settings.
  • Activate Two Factor Authentication for admin configurations under Admin > General Settings > Two Factor Authentication > Configuration. For multi-instance setups, activate it under ESM Directory > Two-Factor Authentication > Configuration. Select the preferred authentication method to enable Two Factor Authentication for admin configurations.
  • Enable TFA Trust to establish a time frame during which the admin can modify the security settings without the need for re-authentication.

Click here to Know more.

SDF-109087 : Accessing Pending Approvals from header

  • Access pending approvals from the quick access header.

SDF-109068 : Mark clarification as resolved by default

  • Configure to resolve approval clarification when users respond to the clarification.

SDF-103303 : Mandate Release roles

  • Administrators can mandate assigning users to dynamic release roles.
  • Customize the field layout of the Roles section while configuring release templates.

SDF-108281 : FR SLA Violated Technician & Group Fields in Request Reports

  • FR SLA Violated Technician and FR SLA Violated Group fields are added under request report columns to generate reports on the support groups & technicians who violated the first response time set in SLA.

SDF-112315 : Project History Enhancements

  • Project history now displays Settings updates as Enabled/Disabled instead of boolean value.
  • On selecting the Enable parent to child auto scheduling setting, child entry updates are recorded under the View Auto Propagated Entries link in the history.

14630

(Released on 07 February, 2024)

Issues Fixed :

General :

  • SD-118335 : In some cases when ServiceDesk Plus is bundled with Endpoint Central, the application fails to start or gets stuck on accessing the asset details page and UEM integration page.

14620

(Released on 24 January, 2024)

Issues Fixed :

Requests :

  • SD-118142 : Automations and system notifications specific to update operations are not executed after updating requests in standard editions without the Asset module add-on.

Reports :

  • SD-115737 : Error and blank screen displayed in Postgres setups when query reports are generated frequently.

General :

  • SD-118201 : Post upgrade, access to ServiceDesk Plus in MSSQL environments was interrupted due to the QueryMonitoring schedule execution.
  • SD-118187 : Upgrade fails when permissions are set for the password decryption file.

14610

(Released on 17 January, 2024)

Behavior Changes :

  • SD-115440 : While adding attachments received via emails, the restricted special characters in the attachment name will be replaced with underscore (_) or the attachment name will be replaced with random text containing alphanumeric characters.
  • SD-114371 : For security reasons, the default Postgres database password will now be randomly generated for sdpadmin. Any external tools that use the default sdpadmin password to connect to the database will be impacted. For more information, click here.

Framework Upgrade Information :

  • SD-117294 : Upgraded maverick jar file for agentless scan based on SSH.
  • SD-112976 : PostgreSQL is upgraded from 11.17 version to 15.2 version

    Note:

    Customers using the built-in PGSQL databases are advised to upgrade the OS of the server hosting ServiceDesk Plus setups to versions that support PGSQL 15.2 for the migration to be successful.

    Learn more about supported OS versions in ServiceDesk Plus.

Enhancements :

  • SDF-115490 : Users can now disable addition of emails as conversations based on email headers. After disabling, conversations will be added based on the entity ID in the email subject. Click here to know more.
  • SDF-93721 : Administrators can now include their Orgname by using the dynamic variable 'organization-name' in the Customize ESM Portal page.
  • SDF-102630 : You can now bulk-select Spaces in the request form from the requester login.
  • SDF-92364 :
    • Users with SDSiteAdmin role can enable auto assign workstations.
    • Access to the auto assign owners list view in Windows no longer allows for automatic redirection to the Import User from AD page.
    • Search/Sort is supported for the Department column in the auto assign owners list view.
    • UI of Auto assign owners page is improved for better user experience.
    • Retain user site as asset site checkbox personalization is retained. Use the Show suggested owner only option in the auto assign owners list view to list only workstations with suggested owners.
  • SDF-100190 :
    • UEM Integration has a new security certificate verification procedure to ensure secure integration.
    • A switch has been made from httpclient-3.0-rc1.jar to httpclient-4.5.13.jar to improve security.

Issues Fixed :

Requests :

  • SD-114985 : Response Time Elapsed is not calculated when the first response time is set based on worklog addition.
  • SD-115082 : Character limit increased to 2000 in the comments section of a request approval.
  • SD-115418 : If the timezone is changed from CDT to CST, the request count is displayed only for 19 days in the Request Received/Closed In Last 20 Days widget.
  • SD-115606 : Work log timer calculates only the time spent on the request by the first technician who starts the timer.
  • SD-115409 : Requests created via email are not mapped to the corresponding users if the email address in the From field is encoded.
  • SD-110949 : Images resized while replying to requests are saved with Best Fit size on saving the draft.

Changes :

  • SD-115092 : API name of change additional fields is displayed in email notification sent to change roles when an approved/pending change request is edited.
  • SD-115771 : Status name is displayed as 'Undefined' in change workflows if the change status is deleted from the application.
  • SD-102270 : For non login users, the change approval link ID does not redirect to the relevant page.
  • SD-115622 : While copying a change, the task status is not set to its default values.
  • SD-114963 : When a change has multiple approvers configured in the approval stage and contains multiple attachments, the approval recommendation email is sent only to the first approver.
  • SD-114506 : In the change module, field and form rules associated with Site, Group, Change Owner, Assets Involved and Roles are not executed

Problem

  • SD-114973 : Only the initially loaded list of 100 Affected Services is shown in the Add/Edit Problem form, even if there are more than 100 entities.

Tasks :

  • SD-115733 : When both the Scheduled End and Actual End dates are entered for a task, the task completion message in the task list view is displayed incorrectly when the Actual End column is not customized to show.

Solutions :

  • SD-113557 : Solution Owner field in New Solution and Edit Solution forms do not display all technicians with relevant permissions.

Assets :

  • SD-114982 : Additional field values are retained in copied assets or servers only for the first nine additional fields. If virtual machines are associated, error occurs while copying virtual hosts.
  • SD-115244 : Unused DLL files used for scan is removed.
  • SD-115240 :
    • While calculating software compliance, the scanned software list view page is displayed empty in certain scenarios.
    • During delta scan, the software installation entries are duplicated, resulting in software installation count mismatch.
    • Unable to calculate software compliance as the assetscanrunning.lck file is not deleted after the scan.
  • SD-104876 : Old scan UI window is displayed while choosing Change Scan Credential in the asset list view.
  • SD-115446 : Technicians are able to assign assets to users and departments that are not related to each other. Post migration, assets assigned to departments that are not related to the assigned user will be updated to the user's department.

Purchase :

  • SD-115378 : Some email clients encode the email subject if it contains special characters.
  • SD-115485 : White spaces are present in the General Information section of a purchase order.

Contracts :

  • SD-115243 : Contract expiry notification configured in the enterprise edition is sent to customers even after downgrading to the standard edition.

Admin :

  • SD-115205 : Console error on loading any page in translated non-ESM setups.
  • SD-114370 : When customizing notification templates, double-clicking and deleting a word within a table automatically moves the cursor to the beginning of the paragraph.
  • SD-114970 : Emails with inline images are not fetched into the application due to special regex characters present in the content ID.
  • SD-114787 : Emails containing corrupted inline images, with old SDP inline image URLs, are not fetched into the application.
  • SD-115602 : Modules ellipsis in the application header is not working in the latest version of macOS.
  • SD-115584 : Special characters in the Deluge editor are not visible clearly in night mode.
  • SD-115440 : Unable to add attachments received via emails if the attachment name contains certain restricted special characters.
  • SD-114278 : Unable to enter more than 500 characters in survey comments.
  • SD-117718 : Unable to merge users.

Reports :

  • SD-115074 : Font style is rendered differently in exported PDF reports.

Integrations :

  • SD-114724 : In the request details page, an error occurs when attempting to remotely connect to the associated desktop via Password Manager Pro integration.

Mobile App :

  • SD-111006 : The status of online users who logged in via mobile is not reflected in the application.

General :

  • SD-114293 : In High Availability setups, the LuceneIndex folder size is growing on the secondary server.
  • SD-112838 : Application crashes during AD Authentication due to Null Pointer Exception.
  • SD-117473 : Unable to login to ServiceDesk Plus if users attempt to access the application repeatedly before it starts or if any integration is configured.

14600

(Released on 11 December, 2023)

Behavior Changes :

  • SD-113486 : My Approvals widget is renamed as All My Pending Approvals.
  • SD-115430 : Unwanted conditions removed from technician auto assign configuration.

Enhancements :

  • SDF-115752 : Auto Update :
    • Auto Update allows you to apply the security patches easily and ensures that the application is up-to-date and secure. Apply patch updates in a single click from the application UI. Click here to learn more.
    • To apply minor patch updates automatically without restarting the application, use the HotSwap option. However, it is recommended to update and restart the application to receive further updates.
    • To configure auto update in ESM setup, go to ESM Directory > Auto Update.
    • To configure auto update in non-ESM setup, go to Admin > General Settings > Auto Update.
  • SDF-113486 : My Approvals widget is renamed as All My Pending Approvals and the total count of pending approvals of the user is displayed on the widget.
  • SDF-114759 : V3 APIs for change approval and change approval levels are added to the REST API documentation tool.

Issues Fixed :

Requests :

  • SD-109932 : Navigation button in request details page are not displayed after refreshing the page.

Changes :

  • SD-114976 : Unable to expand the change approval level and view the details of disabled approvals.

Maintenance :

  • SD-114598 : Unable to generate requests via maintenance module if the request contains multi-select or checkbox additional fields with pre-populated values. This issue occurs in instances other than the IT Helpdesk instance.

Admin :

  • SD-114373 : Business rules is not getting applied if a note is added while updating the request from the right panel.
  • SD-114379 : Customized service template order is not retained in the request add/edit form.

General :

  • SD-115010 : Announcements auto suggest does not work while creating requests due to Lucene search enhancements.
  • SD-115107, SD-115108 : Upgrade issue when migrating from version 14500 to 14504.
  • SD-115297 : Unable to save changes in description field of maintenances, problems, changes, and releases after pasting content with broken images into the editor.
  • SD-113636 : Slowness while loading To, CC, or BCC fields in email pop-up if more number of users are present in the service desk instance.
  • SD-114904 : Custom triggers are not applied to the child tasks if they are auto triggered upon closing the parent task.
  • SD-115183 : The Apple push notification certificate is updated in this build.
  • SD-114759 : Change approval related APIs are not listed in the API doc tool.
  • SD-98039, SD-95860 : The system control panel displays incorrect ServiceDesk Plus version number.

14506

(Released on 28 November, 2023)

Enhancements :

Assets :

  • SDF-113580 : Global search in Assets module now performs lucene-based search.

General :

  • SDF-110044 : Introduced V3 API for password changing.
  • SDF-112476 : Introduced V3 API for Authtoken generation.

Issue fixed :

Home :

  • SD-114014 : Closed Request count in requester home page is shown as 0 even when closed requests are present.
  • SD-115078 : The technician availability chart now scales responsively to fit with the browser screen resolution.

Requests :

  • SD-114065 : While opening a request details page, the bottom of the request list view on the left panel flickers.
  • SD-114351 : In some scenarios, unable to edit requests that contain both text and images in the description.
  • SD-114281 : While creating a change from a request, an internal error is thrown for site/group restricted users.
  • SD-115268 : Resource questions added as double columns in service request templates are not rendered properly in request details page.

Changes :

  • SD-114456 : After upgrading to 14500, only a predefined list of 100 services/workflows/templates are shown in the Change Add and Edit form, even if there are more than 100 entities
  • SD-114417 : Unable to create changes with submission-accepted or planning-approved stages.

Assets :

  • SD-72090 : Assign/Associate window in asset groups is not getting closed after clicking Save.
  • SD-114277 : While changing products/product types/assets from non-IT to IT type, the expired and disposed assets are considered for license check.
  • SD-114455 : Build number value of operating systems is not supported during workstation getList API call.
  • SD-49432 : Unable to delete a workstation with a node lock license.

Purchase :

  • SD-114535 : Unable to receive software licenses from purchase orders if node limit is reached.

Admin :

  • SD-114276 : Service template add/edit form loads slowly if Show/Hide Field action is applied for multiple fields in the Resources section using FAFR.

Reports :

  • SD-114136 : Invalid data is shown for query reports with big decimal values.
  • SD-114725 : Not all the technician names are displayed in the custom report widget that is added to the Dashboard.

Zia :

  • SD-114220 : After upgrading to version 14500 or above, Zia Bot Actions are shown as disabled if the records per page are modified.

Integrations :

  • SD-114178 : Unable to fetch data completely while syncing Microsoft365 with ServiceDesk Plus if the data in Microsoft365 is very large.
  • SD-114727 : Performance issue while importing data from remote server during distributed asset scan if Analytics Plus is integrated with ServiceDesk Plus.

General :

  • SD-114094 : api/v3/attachments and api/v3/attachment APIs are removed as announced here.
  • SD-113597 : Issue with the sample code published in the doctool for Add Attachment API.
  • SD-113738 : An extra cell is displayed with the table in the asset notification email received in the desktop outlook application.
  • SD-114090 : Recently searched text is not auto-selected while clicking the global search bar.
  • SD-114320 : Unable to restrict login names with more than 100 characters in the login page.

14505

(Released on 03 November, 2023)

Behavior Changes :

  • SD-113612 : The time interval for notifying asset inventory count is reduced to 8 hours.
  • SD-113685 : Throttle limit to access the URL api/v3/approvals is increased to 60 per minute.
  • SD-113128 : If multiple recipients are specified while sending emails from ServiceDesk Plus via SMTP protocol, the email will be sent only to valid recipients. For invalid receipients, the email will not sent and an entry will be added to the system log.
  • SD-113642 : MSSQL version 2008 and below are deprecated. Going further, MSSQL versions will impact migration and database configuration as follows :

MSSQL Version

Configuring Database

During Migration

Version 2008 and below

Unsupported versions - Cannot be configured

Migration will halt. Upgrade MSSQL to proceed.

Versions 2012 and 2014

Unverified versions - Warning message will be displayed while configuring database

Migration will proceed.

Versions 2016, 2017, 2019, and 2022

Supported versions - Can be configured

Migration will proceed.

Framework Upgrade Information :

  • SD-114748 : CVE-2023-5072 : JSON jar version upgraded from 20230227 to 20231013.
  • SD-113642 : MSSQL driver jar upgraded from 7.0.0 to 8.4.1.

Enhancements :

  • SDF-112045 : Responded Time and Assigned Time fields are added to the request list view column chooser.
  • SDF-113361 : HTML editor option is available for description text box while adding or editing solutions.

Issues Fixed :

Home :

  • SD-112256 : In requester login, the home page widgets such as announcements and my approvals are not loading while navigating from Solutions.

Requests :

  • SD-113422 : Inactive departments are listed in Add/Edit Request form.
  • SD-113471 : The column sort order personalized by the user in request list view is not retained on exporting requests if the browser is refreshed after personalizing the column order.
  • SD-113480 : Requests with Need Clarification status are not listed properly if requesters have more than 10 requests.
  • SD-113777 : Unable to create request custom view with Onhold time as criteria.
  • SD-113921 : Automatic request trash deletion in cleanup schedule is not working in builds higher than 14201.
  • SD-114537 : When the request description is copied from Libre Office, certain escape sequences are not rendered properly.

Problems :

  • SD-114028 : Technicians are unable to edit the created date of problems.

Changes :

  • SD-109988 : The change filter in the list view does not work after returning from the calendar view.
  • SD-114073 : While creating a change from a request, the request details are not retained in the change if the change template is modified.

Projects :

  • SD-113816 : In non-English language setup, the project list view does not load while clicking the Project Due, Projects Created and Closed by Month or Completed On Time/ Delayed Projects widgets.

Solutions :

  • SD-113003 : While performing global search in solutions, the listed results are displayed as per user's sort personalization.
  • SD-113604 : The Solutions module loads slowly if there are more number of topics.

Assets :

  • SD-107853 : Unable to edit assets with CI instance attributes that were created in build 11150 or earlier.
  • SD-111556 : When assigning an asset to a user, the assignment window no longer auto-populates the department and site of the user selected.
  • SD-113354 : In Assets module, advanced filter configured based on Org Serial Number is not applied when the criteria is set to 'is empty' or 'is not empty'.
  • SD-102018 : Asset details are not displayed in asset loan notifications if the asset name contains special characters or non-English characters.
  • SD-102395 : On refreshing the page after selecting the site, the asset replenishment configurations are no longer displayed for users with SDSiteAdmin role.
  • SD-113388 : The asset list view does not show the description of assets.

Purchase :

  • SD-106306 : Unable to update values for date fields while creating purchase requests in dark mode.

Admin :

  • SD-55757 : Pick list fields without items are getting added to Change templates.
  • SD-110683 : Unable to save the backup scheduling page if the date format is configured in dd-mm-yyyy format under Personalize tab.
  • SD-111184 : Unable to update change templates created in build 14101 if the templates do not contain any description or contain only text in the description.
  • SD-112317 : User update count displayed in AD import notification is not defined properly.
  • SD-113076 : Request creation fails when request creation via email is disabled except for certain email addresses/domains, if the configured email addresses/domains are separated by pressing Enter under Admin > Mail Server Settings > Incoming.
  • SD-113146 : In some cases, mail fetching via Microsoft Graph protocol fails if CC or BCC fields are empty.
  • SD-113341 : While configuring approval nodes in change workflow, $ApprovalLink variable is not hyperlinked when it is removed and added again in the approval message.
  • SD-113726 : Unable to add multiple email addresses in the E-mail Id(s) To Notify field in the request add/edit form if FAFR referField script is used.
  • SD-113854 : Change field and form rules configured to add or remove field values are not executed while creating or editing change requests.
  • SD-113853 : Error while fetching mails with multiple inline images embedded in the email message.
  • SD-113982 : In some cases, field and form rules associated with a request template are deleted when a change template is deleted.
  • SD-114316 : In some cases, system notifications or custom triggers are not triggered when a request is created via email.
  • SD-113422 : Departments with associated users cannot be deleted.

General :

  • SD-95021 : During concurrent login, if a technician logs out from one browser, the technician status is marked as offline.
  • SD-109384 : AD import fails in some cases where the OU's Distinguished Name size is longer than 250 characters.
  • SD-109801 : Encoding issue leads to user merge failure in some cases.
  • SD-111234 : Bell notifications do not load if the user merge bell notification related entries are deleted from error logs.
  • SD-113628 : The Close button in the system log details popup does not work if the system log details is accessed from the bell notification.
  • SD-113692 : Users are logged out of the application, even with active sessions if the timeout period set for an inactive session is less.
  • SD-113911 : Non-login users are unable to take approval actions.
  • SD-114008 : Incorrect time is displayed in date-picker when the time zone applied has + symbol.
  • SD-113918 : Pop-up menus were not loading properly in application SPA pages that begin with /ui/ in the URL.
  • SD-114283 : In some cases, task related filters are not listed in custom view drop-down across all modules.
  • SD-112916 : When a requester searches for a particular request in Pending Requests, the search is performed on all entries instead of within the pending requests for the particular requester.

14504

(Released on 16 October, 2023)

Behavior Changes :

  • SD-112486 : Browser suggestions will no longer be displayed for Subject field while adding or editing requests.

Enhancements :

  • SDF-101722 : Files and images added to emails can be added as attachments to requests created from Outlook via ServiceDesk Plus add-in.

Issues Fixed :

Dashboard :

  • SD-112487 : Requests count is missing in the legend of Request Summary widget under Helpdesk dashboard.

Requests :

  • SD-111701 : Out of memory error while viewing custom filters in request list view.
  • SD-112042 : In some cases, attachment file names are not decoded properly when requests are created from emails fetched via POP/IMAP.
  • SD-112311 : In standard editions, user details are not displayed in Add/Edit Request form after a user is selected in On-behalf Of field.
  • SD-113004 : Due by time is miscalculated on editing a request if both SLA and status are updated at the same time as follows:
    • The edits in request modified the SLA applied.
    • Status is updated to restart the status timer.
  • SD-113024: User's IP address is not logged in the request history if a proxy server is used.
  • SD-113054 : While merging more than two requests, if a request does not contain work logs then the work logs in the subsequent requests are not getting added to the parent request.
  • SD-113130 : Request onhold status is not changed upon requester's reply if the last performed transition in the request life cycle is removed.
  • SD-113142 : Task order is not retained in the request details page if a task template is associated with multiple request templates. This issue occurs only if the request is created via maintenance module.
  • SD-113817 : In the task pane under requests list view, sort does not work properly for the status and priority fields.
  • SD-113697 : Throttle limit while exporting requests from request list view page is modified to 1 call every 15 minutes.

Changes :

  • SD-113588, SD-109909 : Slowness in Change module.

Projects :

  • SD-111927 : Projects not associated with the logged-in user are listed while associating release requests to projects from the release details page.
  • SD-113124 : In some environment, project tasks and worklogs are not synced in Analytics Plus.

Assets :

  • SD-90882 : Error while exporting asset relationships as PDF or PNG files.
  • SD-113020 : Unable to download UEM agents from asset summary page.
  • SD-113104 : Error on editing software licenses of type Client Access License under Assets > Software > Software Licenses if an increased number of workstations are allocated to the license.
  • SD-113350 : Proper error message is not shown while creating a duplicate agreement.
  • SD-109651 : The fields Endpoint Central, Web Remote and their description under Admin > Discovery > Remote Control Tools are not translated in non-English setup
  • SD-110783 : UEM product remote control option is not shown if Enable UEM add-on menu option is disabled in the UEM products integration page
  • SD-110967 : During SCCM integration, site changes information is not captured in System Log Viewer and asset details page CI History.
  • SD-113626 : "Reconcile" text is wrongly translated in Polish personalization.
  • SD-113782 : Unable to add a CAL License to a workstation, if Filter by software installation is selected and then the workstation is associated with a license.

CMDB :

  • SD-112523 : Unable to add support groups in the CMDB module if there are more than 100 sites configured in the application.
  • SD-110379 : Error while importing IT services from CSV files.

Contracts :

  • SD-112423 : Contract details that are enclosed in double quotes are displayed as encoded text in contracts list view.
  • SD-113766 : A blank screen is displayed when renewing a child contract.

Admin :

  • SD-106346 : Request custom trigger with SLA criteria is not executed if the SLA of request is modified without adding a SLA comment.
  • SD-110728 : Unable to add 0 as prefix in single line additional fields in a request template.
  • SD-108696 : Issue occurs while changing an invalid attachment path to a valid path in the Attachment Settings page.
  • SD-111061 : Blank document is downloaded when change and release workflows are exported as PDF files.
  • SD-111653 : Priority matrix is not applied as configured under Admin > Customization > Helpdesk > Priority Matrix in the following cases :
    • While adding or editing requests, if more than 100 priority matrix combinations are configured.
    • While spot-editing Priority field If Allow requester and technicians to override the Priority Matrix option is enabled.
  • SD-112173 : Error while editing Rejected status in UAT stage under Admin > Customization > Releases > Stage and Status.
  • SD-112695 : Unable to edit license in non-ESM setups.
  • SD-112707 : Login related warnings are displayed in security banner when SAML SSO is enabled.
  • SD-112867 : Columns reordered in the user/technician list view are not retained after refreshing the page or switching to other tabs.
  • SD-112959 : Language personalization option is shown in the ESM license even if it is not purchased as an add-on.
  • SD-112977 : Backup fails in Windows if a file name in the zipped folder exceeds the maximum configured limit.
  • SD-113078 : AD/LDAP authentication is not shown as the default authentication mode when domain listing is disabled.
  • SD-113085 : Unable to use request notification rules if the description within request notification templates is empty.
  • SD-113080 : Incorrect error message displayed when a user attempts to perform operations in sites that are restricted to them.
  • SD-113111 : If Notes is mandated in the request life cycle for status transition, the note added during transition is replaced with the note added before the transition.
  • SD-113154 : In some cases, an approval link sent via email is not clickable.
  • SD-113331 : Unable to log in via SAML if the instance license is dissociated from the ESM setup.
  • SD-113387 : Mail fetching stops if a mail is sent to a support group created in the custom site after changing site settings from custom to refer.
  • SD-113581 : Performance issue in loading modules with high number of approvals.
  • SD-108050 : In some cases, the Create User in AD pop-up does not load properly.
  • SD-112578 : Unable to fetch data completely while syncing Microsoft365 with ServiceDesk Plus as the returned data is in multi-line format.
  • SD-112878 : Application slowness occurs while decrypting integration configuration details.
  • SD-113745 : UI message irrelevant to login users is displayed while changing a user as technician if the Login Name column is not displayed in the user list view.

Reports :

  • SD-112035 : The New Custom Report page and the report wizard displayed while editing reports load slowly if more than 5000 CI types are created under CMDB.
  • SD-112796 : Unable to generate query reports for a custom SQL view within MSSQL database.
  • SD-113390 : In Linux setup, unable to generate scheduled reports if the report contains charts.
  • SD-113487 : Unable to export scheduled reports to a given local directory or a network path.
  • SD-113757 : Filter option does not work while editing a release report that was generated using a custom date filter.
  • SD-112546 : After upgrading to version 14201, reports related to the Changes module get deleted when creating change additional fields.
  • SD-112679 : HTML tags in the worklog description and solution table are not decoded in the Analytics Plus workspace.
  • SD-113630 : Advanced Analytics periodic sync fails after upgrading to version 15306, 15400, 15401, 15402, and 15403.

Zia :

  • SD-112886 : After upgrading to version 14300 or above, Zia bot does not work for technicians/requesters if the chat settings is enabled and the corresponding technician/requester settings is disabled.

General :

  • SD-113813 : Startup issue after upgrading to 14300.
  • SD-105705 : Unable to modify the scanned product name while enrolling in a TOTP authenticator
  • SD-113985 : Scheduled backup and indexing of request conversation fails.
  • SD-114287 : Scheduled backup and indexing of archived conversation fails.

14503

(Released on 29 September, 2023)
  • SD-114205 : Translation issue

14502

(Released on 25 September, 2023)

Issues Fixed :

Reports

  • SD-114060 : "NullPointerException" occurs while generating reports scheduled prior to the 14500 migration.

14501

(Released on 12 September, 2023)

Behavior Changes :

  • SD-61853 : While importing contracts with picklist additional fields, contract entries whose picklist values are not configured as the picklist option in ServiceDesk Plus will be added to Failed Records.
  • SD-107546 : The following behavior changes are introduced for request attachments:
    • Attachment size will not be displayed in request history.
    • For requests created from emails, the attachment created user will be listed as System User in request details page.
    • The following scheduled migration tasks will no longer be executed after upgrading to 14501 build or later: InlineImageMigration, ResolutionTemplateMigration, AntisamyNotificationMigration. During patch validation, users will be notified via a prompt message in the UI if any task is not completed. To resolve any incomplete task, please contact support.
    • The folder paths for attachments is updated as follows :

      Attachments Fetched From

      Old Folder Path

      New Folder Path

      Reply emails

      \fileAttachments\Conversation\1_5000\<notificationID>\<filename>.zip

      \fileAttachments\notification\<MMMYYYY>\<attachmentID>\<filename>.zip

      System notifications and chat conversations

      \fileAttachments\RequestNotification\1_5000\<notificationID>\<filename>.zip

      \fileAttachments\notification\<MMMYYYY>\<attachmentID>\<filename>.zip

      Notifications in moved requests and conversation added via merged requests

      \fileAttachments\request_notification\<MMMYYYY>\<attachmentID>\<filename>.zip

      \fileAttachments\notification\<MMMYYYY>\<attachmentID>\<filename>.zip

      Notes in moved requests and notes copied to linked requests

      \fileAttachments\request_note\<MMMYYYY>\<attachmentID>\<filename>.zip

      \fileAttachments\note\<MMMYYYY>\<attachmentID>\<filename>.zip

      Resolution content added as attachment

      ..\fileAttachments\Resolution\1_5000\<requestID>\RESOLUTION_mm_dd_yyyy_hh_mm_ss.html

      ..\fileAttachments\Request\<MMMYYYY>\<attachmentID>\FULL_DESCRIPTION_mm_dd_yyyy_hh_mm_ss_milsec.html

Enhancements :

  • SDF-109611: Users can adopt custom trust store to support untrusted security certificates while configuring Mail Server Settings. Click here know more

    Note: EWS basic mail configuration will no longer trust self signed certificates. Hence, users are required to authorize certificated via custom truststore.

  • SDF-112312 : While moving a request from one instance to other, the Select Instance drop-down shows the status of the target instance if it is in pre-production stage
    After selecting a target instance, the instance status is displayed below the Select Instance drop-down field.
  • SDF-77449 : While creating or editing requests from ServiceDesk Plus mobile app,
    • Administrators can allow field and form rules to be executed by toggling ON Enable Field and Form Rules for Mobile App option under Admin > Templates & Forms > Field and Form Rules.
    • On updating priority, the Impact and Urgency fields will auto-updated based on the priority matrix.
    • Note :

    • Scripts cannot be executed via Field and Forms Rules for requests created or edited via mobile app.
    • Field and Form Rules will not be executed if requests are spot-edited from the mobile app.
    • Set Task and Unset Task actions in Field and Form Rules are not supported in the ServiceDesk Plus mobile application.

Issues Fixed :

Requests

  • SD-113695 : After upgrading to build 14500, $ApproverName and $OriginalApprover variables are not replaced with relevant values in approval emails
  • SD-112571 : In some cases, inline images are not displayed in application UI when a request is created from email.
  • SD-112440 : While moving requests, attachments are not moved to target portal if a custom file path is configured under ESM Directory/Admin > General Settings > Attachment Settings.
  • SD-112551 : The Mark First Response field update action in note business rules is not getting applied if notes are added via outlook actionable cards.
  • SD-112701 : Email commands do not work if the incoming mails are fetched using Microsoft Graph. This issue occurs only if the commands are present at the end of the description which is more than 250 characters.

Changes :

  • SD-112273 : Unable to trash changes in Standard and Professional editions with only Changes as add-on.

Tasks :

  • SD-110656 : Task and Work Log forms close automatically if a user clicks outside the slide-out panel.
  • SD-112803 : End time in work logs forms are populated incorrectly if the timezone of servers and users differ.

Assets :

  • SD-112895 : During asset reconciliation, unable to add user-related data to the resourcestatehistory and resourceownerhistory tables if the user assigned to the assets is inactive.

Purchase :

  • SD-111849 : Unable to search for purchase order items via global search.
  • SD-112841 : <br> tag is displayed in the approval mail description if a description with line breaks is added while sending a purchase order for approval from the Purchase module.

Contracts :

  • SD-61853 : While importing contracts via XLS files,
    • Default values are not reflected in additional fields for imported contracts.
    • Enable Notification check box is disabled automatically while updating contracts via XLS files.

Admin :

  • SD-112196 : Requester are unable to access Close and Reopen buttons in the request details page even if the associated request life cycle contains Close and Reopen transitions.
  • SD-112270 : 'New Timer Action' is mistranslated in French personalization.
  • SD-112422 : Unable to edit Category (Admin > Customization > Helpdesk) if the Change Manager of the category is removed from the SDChangeManager role and license is downgraded from Enterprise/Professional to Standard (without change add-on).
  • SD-110455 : Unable to update the domain name in Windows Domain Scan due to an internal error in updating the root organizational unit name.
  • SD-111829 : Performance improvements while loading the service catalog under Admin > Templates & Forms > Service Catalog.
  • SD-112358 : Weak Cipher Removal

    The following weak ciphers have been removed for enhanced security:

    1. TLS_DHE_RSA_WITH_AES_128_GCM_SHA256
    2. TLS_DHE_RSA_WITH_AES_256_GCM_SHA384

    If you had these ciphers enabled under Security Settings > Ciphers, they will no longer appear after the upgrade. If no ciphers are present after removing the weak ciphers, default ciphers will be added to Security Settings > Ciphers.

Reports :

  • SD-113075 : Technicians are able to query user additional fields from other service desk instances.

General :

  • SD-111992 : Mistranslated text in My Approvals widget under Home page in French personalization.
  • SD-112610 : Special characters supported in the Password field for HA File Replication Configuration are now listed in a tooltip on the application UI.
  • SD-112828 : Users are able to reuse existing password while updating new password under Forgot Password page.

14500

(Released on 29 August, 2023)

Behavior Changes :

  • SD-112649, SD-107047 : Copy Default Settings option is removed. Sites that are already configured with Copy Default Settings option will be updated with Custom Settings configuration to organize and maintain separate configurations for each site. Default site settings will not influence other sites going forward.
  • SD-112666 : Post-migration to build 14500 or later, the following behavior changes will be implemented in the Changes module:
    • Notes added previously will be moved to the Notes sub-tab.
    • Work Logs and Approval Summary is added as a separate tab in change requests.
    • Associations sub-tab is added to the Release stage of a change. Change users can associate release requests with the change request from the Associations sub-tab.
    • Status Comments and Approval History sub-tabs are added to the History tab in change requests.
    • Downtimes in Planning stage will also be listed under Release stage.
    • Going forward, change closure rules will not be applicable for work logs.
    • Change users can configure scheduled and actual time for downtimes under Planning and Release stages.
    • Projects cannot be associated after the change request crosses Implementation stage.
    • Users will be prevented for making any changes in Submission stage after the change reaches Approval stage.
    • Going forward, assetid will be mapped for Assets Involved field instead of ciid.
    • Created Time cannot be set ahead of current time.
    • Only SDChangeManager can add changes in prominent statuses (default and non-deletable statuses such as Accepted, Rejected or Completed).
    • Tasks added to a change request will be moved to Implementation stage.
  • SD-101496 : While creating projects, the Owner field will list all users with View Project permission.
  • On selecting a project template, the Owner field will list users added as members in the selected template. Subsequently, project users with View Project permission who are not added as members to the template will be listed.
  • SD-108571 : My Projects filter will now list projects where the user is the owner. A new filter titled My Associated Projects will list all projects where the user is a member.
  • SD-108500 : While creating projects, the Template field will now list 20 project templates, by default. Users can scroll down to view more templates.
  • SD-112647 : Post-migration to build 14500 or later, the following behavior changes will be implemented in the Problems module :
    • Conversations and notes are displayed in threaded view under Details tab in problem details page.
    • Users with View Problems permission can add or view problem reminders.
    • Only problem users with View Requests permission can associate incidents with problem requests.
    • Work logs are listed in a separate tab under the problem details page.
    • Only problem users with View Solutions permission can view the Solutions tab in problem details page.
    • Custom reports containing picklist fields as columns must be reconfigured to display proper data. Edit the report, re-select the picklist field, and save the custom report.
    • Pick list fields response format is updated. Custom functions containing pick list fields must be updated to the latest format manually.
    • Users can now create upto 90 additional fields.
    • The following URLs are updated in the Problems module. Post migration, the old URLs will not be accessible.

Old URL

Updated URL

/ProblemDetails.cc?PROBLEMID=<problem_id>

/ui/problems?mode=detail&entity_id=<problem_id>

/EditProblem.cc?mode=view&PROBLEMID=<problem_id>

/ui/problems?mode=edit&entity_id=<problem_id>

AddNewProblem.cc?mode=view

/ui/problems?mode=add

  • SD-112675 : After migrating to build 14500 or later, the outgoing mail server configurations from IT Helpdesk instance will be copied to ESM Directory in ESM setups.
    • When ESM is enabled in ServiceDesk Plus, the outgoing mail server configurations from IT Helpdesk instance will be copied to ESM Directory by default.
    • Administrators can update the configurations if needed.
  • SD-111928 : ServiceDesk Plus can identify and update modes for incoming requests even if the default mode name is modified.
  • SD-65996 : Search Across filter is displayed only when the portal index table is empty.

Enhancements :

  • SDF-99541, SDF-100297, SDF-101741, SDF-103787, SDF-94866, SDF-104830, SDF-52913, SDF-87290 : Change Module Enhancements
    • Change additional fields can be added for any stage and relevant change templates from Admin > Customization > Additional Fields > Change.
    • The limit of Text, Numeric and Date/Time change additional fields is increased to 100, 50, and 50 respectively.
    • ServiceDesk Plus now support UAT (User Acceptance Testing) and Release stages for Changes module.
    • Tasks and Notes tabs are added to all stages in change requests. Users can add rich text and mention other users in notes using @.
    • While printing change details, users can choose to print data from any stage, tasks, and work logs.
    • On hovering over usernames in Change Requester field drop-down, the user's display name, employee ID, and email address are displayed as a tooltip.
    • Approval comments will be listed under Approval Summary tab in change details page.
    • While searching in Assets Involved field, the complete search result will be listed.
    • The UI for change details page is now enhanced for better user experience.
  • SDF-66515 : Project Settings

    Use Project Settings to have an enhanced control over your projects with the following options :

    1. Schedule Settings : Fine-tune project schedules and their child entities effortlessly.
    2. Cost Settings : Include costs from project child entities to accurately calculate the project's actual cost.
    3. Closure Settings : Define permissions for project and child entity operations when they reach completion status.
  • SDF-57112, SDF-105035 : Problem Template
    • Create problem templates for frequently created problems to save time and effort by pre-populating data. You can also include fields specific to your problem in templates.
    • Administrators can create problem templates under Admin > Templates & Forms > Problem Template.
    • The UI for problem details page and problem additional fields is now enhanced for better usability.
  • SDF-31871, SDF-70864 : Global Search Enhancements
    • Search Across in the global search allows users to search for information across modules and view the results in one place.
    • Currently, technicians can search across Requests, Archived Requests, Solutions, Users, and Assets modules. Click here to learn more.
  • SDF-109161 : Zia Bot Workflow Customization

    Zia Workflow enables you to create a directional path for the various actions configured within the Zia Bot. Click here to learn more.

  • SDF-32893 : Additional fields for task

    Use task additional fields to capture any extra information in tasks apart from the information captured through the default fields. Available field types include: Single Line, Multi Line, Pick List, Numeric, Decimal, and Date/Time.

  • SDF-97254: Separate Outgoing Mail Server for Sending Common Notifications

    SDOrgAdmins can set up outgoing mail server settings in ESM Directory to enable ServiceDesk Plus to send application specific notifications such as two-factor authentication, backup scheduling notifications etc. Click here to learn more.

  • SDF-101092 : Two-Factor Authentication in mobile application

    Two factor authentication (TFA) is now supported in the ServiceDesk Plus mobile application. The mobile application needs to be updated to use TFA.

  • SDF-106118, SDF-106116, SDF-106115, SDF-105901, SDF-105617, SDF-39696: Reports Enhancements
    • Export, schedule, and mail reports in DOC, DOCX, and XML file formats. Only tabular and query reports can be exported in XML format. Click here to learn more.
    • Users can enable/disable their scheduled reports. Click here to learn more.
    • Administrators can suspend or reinstate all the scheduled reports.
    • Configure a location to save a scheduled report.
    • Clicking a report chart will now direct you to the respective list view. This is applicable only for the charts created with Requests and Assets data.
  • SDF-74603 : Default Mode - Mobile App

    For requests created via ServiceDesk Plus mobile application, mode will be auto-updated as Mobile App. Users can modify the mode name under Admin > Customization > Helpdesk > Mode. Click here to learn more.

  • SDF-1365: Custom Schedules Enhancements
    • Administrators can run custom schedules daily, weekly, monthly, and yearly. While configuring schedule info, select a repeat period and enable Advanced Options check box.
    • Custom schedules can be configured to repeat endlessly, end after certain repetitions, or on a specific date. Click here to learn more.
  • SDF -96249 : Home Page Enhancements

    Administrator can select Allow technician to view resource management while configuring roles to enable technicians to view resource management under Home tab.

  • SDF-112649 : Support Group OD API

    Introducing Support Group V3 API. This marks the end of Support Group Servlet API (/sdpapi/admin/supportgroup). Refer Support Group V3 API documentation available in the application (API DocTool) for details.

  • SDF-112617: Sample - Data population

    View product capability in real time by populating sample data across various modules.

  • SDF-104794: Disable Rate Limit

    Administrators can now disable rate limit for all actions and operations performed in ServiceDesk Plus under Admin/ESM Directory > General Settings > Security Settings. Click here to learn more.

  • SDF-38683 : Added support for Catalan language.

Issues Fixed :

Changes:

  • SD-70689 : Unable to associate assets with changes in the IE browser.
  • SD-84222 : Performance improvement in the Associate Requests to Change page.
  • SD-93538 : CAB approvers actions are not sorted properly in change history.
  • SD-98064 : While modifying a change template from General to Emergency, the Confirm template change pop up appears stating changing the template type will affect the workflow, and after selecting the option overwrite only empty field values, the workflow field is changed to reset.
  • SD-102543 : Empty approval mail received for a change if the description under Submission stage is too long.
  • SD-106260 : Unable to send approval mails for a change, if we add the same attachment which is already present in the Change request.
  • SD-106526 : Print and Close buttons are printed out with change details.
  • SD-107944 : Unable to send notifications from a change if an attachment containing space in its name is added manually to the email notification.
  • SD-108907 : When Zia auto-approves a change in Submission stage, the change moves to Approval stage.
  • SD-110566 : While configuring change roles during change creation, only 30 support groups are listed if a change role restricted only to support groups.
  • SD-110864 : Email notifications are not sent when multiple email addresses are configured in To or CC fields while sending notifications from the change details page.
  • SD-111257 : Unable to view change history if Service Affected field in the change is updated via API.
  • SD-111450 : The associated incidents is changed to associated requests under actions in the changes details page.

Assets :

  • SD-48266 : Disposed or expired assets are listed in the Assets Involved field in add/edit change forms.

CMDB :

  • SD-100346 : The associated changes count is not updated when an asset associated with a change is deleted.

Admin :

  • SD-93528 : Pick list options are converted to lowercase after saving the problem additional field.
  • SD-112007 : Unable to edit details for support groups imported from CSV files

General :

  • SD-65996 : Search does not work if the search term contains certain special characters such as @#$%^&*()_={}[]?/.
  • SD-112268 : The text 'Request Timer Actions' is mistranslated in French personalization.
  • SD-72809 : Unable to search using more than two characters under Request and Solutions module in Chinese, Japanese, and Korean languages.

14306

(Released on 16 August, 2023)

Enhancements :

  • SDF-111955: Administrators can now delete survey responses from the Survey Reports page.
  • SDF-112984 : Customers can view the full description of a worklog from the list view by enabling the following setting in the database. By default, it will be set to false.
    • Table name : globalconfig
    • Column name - values : category- worklog, parameter-showFullDesc

Issues Fixed :

Vulnerability :

  • SD-112126 : Unprivileged users can fetch barcode scan history related data in sites reported by Ranjit Pahan.
  • SD-112019 : Unprivileged users can delete the asset group of any user via API reported by Ranjit Pahan.

Requests :

  • SD-111715 : Approvals tab in the request details page does not load after copy-pasting approval table details to request reply or notes.
  • SD-112421 : JIRA custom menu popup opens in a smaller size window.

Admin :

  • SD-111616 : HTML escaping characters are added to the texts while sending an SMS from the application.
  • SD-109564 : Unable to edit picklist, radio, checkbox and multiselect additional field options in Project, Facility and Space modules from the application UI if there are more than 100 options in the additional field.

Community :

  • SD-110945 : Unable to escalate an issue to ServiceDesk Plus support using Report an issue option under Community tab.

General :

  • SD-112346 : Application startup fails after migrating from version 14105 if users are created in postgres database.

14305

(Released on 08 August, 2023)

Behavior Changes :

  • SD-107075 : After the first GET call, the instance logo is stored in the browser cache.
  • SD-111900 : Security XML limit for mandatory fields is increased to 250.
  • SD-111664 : Zia Solution search now compares the search text with topic, description, title, solution ID, status and keywords of solutions.
  • SD-111299 : Administrators can allow users to generate their own API keys.
    • In ESM setups, permission can be set under ESM Directory > User Management > Users.
    • In non-ESM setups, permission can be set under Admin > Users & Permission > Users.
    • The option to generate API keys for other users while creating or updating users is removed for administrators.

Enhancements :

  • SDF-112260 : Administrators can enable Lenient mode under ESM Directory / Admin > General Settings > Attachment Settings to allows users to upload documents even if the content type mismatches the file format, if the file format was whitelisted.

Issues Fixed :

Vulnerability

  • SD-111662 : Sensitive data exposure vulnerability in logs.
  • SD-112125 : Privilege escalation vulnerability while fetching list of software reported by Ranjit Pahan.
  • SD-112023 : Privilege escalation vulnerability while fetching details of attachments in software licenses reported by Ranjit Pahan.
  • SD-112021 : Privilege escalation vulnerability while deleting software license attachments reported by Ranjit Pahan.
  • SD-112020 : Privilege escalation vulnerability while downloading software license attachments reported by Ranjit Pahan.
  • SD-112018 : CSRF vulnerability in logs reported by Ranjit Pahan.
  • SD-112111 : XSS vulnerability in then left pane list view page in Purchase module.
  • SD-112254 : IDOR vulnerability while creating purchase requests from service requests reported by Ranjit Pahan.
  • SD-112342 : Technicians are able to associate parent contracts as child contracts.
  • SD-111902 : Technicians are able to associate child contracts with expired contracts.
  • SD-112343 : Technicians are able to renew already renewed contracts.
  • SD-111239 : Sensitive data exposure vulnerability in Query Report API.
  • SD-111232 : Unprivileged technicians can detach associated purchase requests.
  • SD-111166 : XSS vulnerability in the instance name in header.
  • SD-111154 : XSS vulnerability in task title.
  • SD-112133 : SSRF vulnerability in accessing internal networks.
  • SD-111299 : Privilege escalation vulnerability while generating authtoken for users.
  • SD-110031 : Admin API key of Endpoint Central is exposed in ServiceDesk Plus access logs.
  • SD-110697 : API key in the server configuration table is not encrypted.
  • SD-111005 : Disposed or expired workstations or servers are listed in software license operations.
  • SD-111600 : XSS vulnerability in chat settings page.

Dashboard :

  • SD-111841 : The request list view popup does not load while clicking on a chart from the dashboard for All Sites if the group name selected under Support Groups contains space.

Requests :

  • SD-107306 : In some cases, pending approvals are not moved to the configured backup approver.
  • SD-109414 : While submitting requests for approval, the valid approvers' email address in the To field is removed if comma or semicolon is entered.
  • SD-111114 : Unable to identify groups from different sites in the Group field while bulk-editing requests, if the logged-in technician is associated with multiple sites and no value is set in the Site field.
  • SD-111219 : For technicians without SDAdmin role, certain details are not displayed in the Users pop-up of On Behalf Of users.
  • SD-111446 : Mails with base64 encoded inline images are not fetched into the application.
  • SD-111526 : Field and form rules with Site criteria do not work in the requester login.
  • SD-111648 : Performance issue occurs while saving larger content in drafts under request reply.
  • SD-111635 : Multi line format is broken while replying to requests if the multi line additional field dollar variable is included in a reply template.
  • SD-111784 : Requester logged in one instance is unable to close a request in another instance using the close request URL as the instance ID is missing in it.
  • SD-112080 : In service catalog, Field and Form Rules is not getting saved properly when we try to set additional fields using actions for instances except IT Helpdesk instance.

Tasks :

  • SD-111936 : Unable to access calendar pop-up while configuring custom reports, marking leave in technician availability chart, and in task list view. Additionally, the dashboard does not load in some cases.

Assets :

  • SD-96941 : When there are multiple loans and assets, the initial loading time of the loan registry list view page is slow.
  • SD-107049 : When sysname over DNSname is enabled under Discovery > Scan Settings, the SNMP devices are overwritten at the end of a network scan because the sysname is not unique.
  • SD-109585 : Primary IP address is not removed while moving a scanned asset to the disposed state.
  • SD-109792 : On editing workstations with 3 or more IP addresses, the history tab records that IP address was updated even if the IP address was not modified.
  • SD-109913 : Non-IT assets are deleted/disposed if the Delete/Dispose assets that have not been scanned in the last N days option is enabled under Scan Settings.
  • SD-111702 : Unable to add or edit assets with more than 100 hard disks or processors.
  • SD-111739 : After upgrading to build 14300 and above,
    • Software compliance is calculated incorrectly.
    • Asset scan fails after manually adding software installation for Operating System software.
    • Scan fails when Endpoint Central sends metering data of software that is not a part of the application.
  • SD-112414 : Version incompatible banner message is shown even if the Endpoint Central (formerly Desktop Central) is compatible with ServiceDesk Plus. This issue occurs from version 14300 and above.
  • SD-112416 : Assets under the manually created product types are not scanned in the schedule scan.

CMDB :

  • SD-103208 : After a business view is saved, switching to another business view in CMDB via the drop down box does not work.
  • SD-107077 : Unable to delete CIs in CMDB when records per page is set to 5, 10, 15, 20, 200, 300, and 500.
  • SD-107302, SD-111700 : Unable to add CIs in CMDB for the CI types Cluster, Datacenter, Document, Network, and Software in French, Armenian, Arabic, Chinese and Icelandic languages.
  • SD-108274 : Additional fields are not displayed in workstation list view page under CMDB module.

Purchase :

  • SD-111414 : Purchase requests from which purchase orders were created are listed under All Active PR and All My Active PR filters in purchase list view.
  • SD-111585 : While ordering items from a purchase order, the To and Subject fields in the email notification to vendor are not auto-populated.
  • SD-111792 : In the purchase order list view, PO ID is not displayed as a clickable link.
  • SD-112155 : Unable to save purchase request if the estimated cost is in decimal value.
  • SD-112316 : Unable to view new PO page if a deleted site is configured under purchase default value.
  • SD-112461 : Text formatting is not retained in the Items field of a purchase order's print preview.

Admin :

  • SD-112353 : Mail fetching is stopped if the change or release conversation contains inline image.
  • SD-102051 : Date fields of AD Import Schedule, LDAP Import Schedule and AD Sync Deleted User Schedule pages are not displayed in user personalized date/time format.
  • SD-104785 : Unable to add or edit CIs in newly created CI types if an additional field is configured for the CI type.
  • SD-107693 : Labels are misaligned in the Opinion Scale under Survey Configuration.
  • SD-110533 : While adding credentials in the credential library, the Private Key field is displayed by default for SSH protocols even if Use Public key authentication option is disabled.
  • SD-111328 : Unable to create integration keys in non-IT help desk instances.
  • SD-111847 : When multiple parameters are configured in a custom function, the parameters order is modified after saving the custom function.
  • SD-112034 : When the Send email notification option is enabled in ESM Directory > Performance Settings > General to notify users on threshold breaches for Log file size, the email notifications are erroneously triggered even when the threshold is not reached.
  • SD-112271 : No Refer Site available is shown in the value selection pop up window when the site column is selected under Admin > Data Deletion and Archiving > Allow exception for deletion/Allow exception for archiving.
  • SD-111142 : Unable to edit Product under Asset Management if the Salvage Value configured for the product is zero.
  • SD-112195 : Error thrown while saving the request template, after enabling the Show to Requester option for the template and disabling the Requester can set option in the description update field.

Reports :

  • SD-112171 : The alert content pop up is being updated for the custom role creation when the Create Query Report is enabled.

Zia :

  • SD-111888 : Zia is predicting requests to reopen when a technician replies to the request via email.

General :

  • SD-112191 : When the Postgres dump backup is restored across OS, the scheduled backup fails due to the mismatch in the value of the archive command configuration in the 00framework_ext.conf file.

14304

(Released on 28 June, 2023)

Behavior Changes :

  • SD-110654 : Backups will be retained for a minimum of 2 days in Postgres setups.
  • SD-110492 : While entering a string in the request notification pop-up, email IDs are displayed based on the username or email address.

Enhancements :

  • SDF-109561 : ServiceDesk Plus startup time is reduced for better user experience
  • SDF-106606 : In the Maintenance module, the threshold value for Daily schedule is increased to 7300 days.
  • SDF-103834 : ServiceDesk Plus now supports RSA and ECC algorithm certificates while importing SSL certificates under ESM Directory/Admin > General Settings > Import SSL Certificate.

Issues Fixed :

Requests :

  • SD-110362 : Approval levels are reset when an editor edits a resource question in a service request.
  • SD-110475 : Request status is not updated properly when an approval level is deleted.
  • SD-110750 : Error thrown while performing advanced search in Add Dependency pop-up in non-English language setups.

Changes :

  • SD-111931 : Unable to send approval email when a user updates a change or release request and it reaches the approval node in the workflow, if the user does not have SDAdmin permissions.

Releases :

  • SD-108307 : An approval is marked as invalid or deleted when a release stage/status is revisited. The issue occurs only if the approval is created via workflow.
  • SD-111046 : If an issue occurs in processing conversations with inline images during mail fetching, the conversation is getting added without inline images and mail fetching is not stopped. The issue occurs only for the Changes and Releases modules.
  • SD-111647 : Unable to associate more than 100 service categories with release requests.

Maintenance :

  • SD-110867 : While scheduling a monthly or yearly maintenance, HTML is not encoded for On the field while configuring advanced repeat options.

Solutions :

  • SD-104048 : Solutions accessed by non-login users are not displayed in any sort order.
  • SD-110480 : Only a few approved solutions are listed when a topic is chosen under Resolution > Solutions on the request details page.
  • SD-111451 : Error thrown while accessing the Solutions tab under Resolution on the request details page if the request subject is too long.
  • SD-111705 : Unable to access solutions via email notifications when $AutoSuggest variable is used in the notification template.

Admin :

  • SD-109610 : Users are unable to access the DOC and PDF files added by administrators in the login page.
  • SD-109848 : Unable to fetch mails using the new mail fetching schedule as the primary mail fetching schedule runs in the background for a prolonged time.
  • SD-110562 : Mail fetching stops if the From address is invalid.
  • SD-110679 : While configuring Site 24x7 integration, Australia and Japan domains are not listed in Site24x7 Datacenter dropdown under Admin > Integrations > ManageEngine > Site24x7 Settings.
  • SD-111250 : Mail fetching keeps running if the incoming mail contains "=" symbol in the description and the Command Delimiter field in the E-mail Command configuration is empty.

General :

  • SD-108549 : Zreports folder restore fails.
  • SD-107503 : Application crashes when users attempt to login via Active Directory authentication if the domain controller details are not fetched properly in ServiceDesk Plus.
  • SD-110962 : Users are allowed to login via local authentication when SAML authentication fails even if SAML is configured as the only mode of authentication.
  • Note : You can now restrict local authentication by updating the paramvalue in the GlobalConfig table. Contact our support team for assistance.

  • SD-111370 : UEM application crashes when ServiceDesk Plus syncs administrator details to the UEM application if the API key used to configure the integration belongs to a different user.

14303

(Released on 19 June, 2023)

Behavior Changes :

  • SD-110830 : Only requesters with View All Projects permission can add or edit project custom filters.

Enhancements :

  • SDF-107961, SDF-107959, SDF-107960 : ServiceDesk Plus has adopted custom truststore to support untrusted SSL certificates during Analytics Plus integration. Click here to know more.
  • SDF-110043 : Added request attachment API and merge request API in the API doc tool.

Issues Fixed :

Vulnerability :

  • SD-109905 : CSRF vulnerability in request resolution.
  • SD-110567 : CSRF vulnerability in access logs.
  • SD-110938 : Sensitive data exposure vulnerability in access logs.
  • SD-108306 : BouncyCastle jar version is upgraded to 1.70.
  • SD-110596 : Privilege escalation vulnerability while reopening close requests.
  • SD-110596 : Privilege escalation vulnerability in requests timer.
  • SD-111606 : CVE-2023-35785 : Authentication bypass vulnerability while logging in using Two-Factor Authentication reported by dalt4sec.

Dashboard

  • SD-105766 : Drop-down icons in dashboard widgets are not displayed if the screen resolution is increased beyond the default value.

Requests :

  • SD-110928 : Task filters are not available under Request Details page > Tasks.
  • SD-109489 : In requester login, the Site criteria configured in the field and form rules is processed incorrectly if the On-Behalf-Of-User field is present in the request form.
  • SD-110873 : Blank page is displayed when users without Editing/Deleting others Time Entry permission attempt to edit worklogs added by other users.
  • SD-110698 : While editing requests, the existing assets selected in the Asset(s) field are cleared if the users attempt to attach assets using the Associate icon.
  • SD-109170 : If requester notes is updated in a request template and saved, followed by editing and saving technician notes in another request template, the requester notes in the current template is automatically populated with the requester notes added in the previous template.
  • SD-109192 : An internal server error occurs when accessing an unpublished request life cycle that has an optional field configured in any During transition is removed from the associated template.
  • SD-109218 : When requests configured with SLAs are created during non-operational hours, incorrect data is populated in the Time Analysis tab.
  • SD-108691 : When a group is updated by adding a technician, the corresponding notification is sent twice to all group members.
  • SD-101910 : While creating/editing requests, if the request template is changed, priority matrix stops working.
  • SD-110373 : In certain environments, mail fetching through EWS causes various issues, such as extra space is added and inline images, if present, are dropped in specific emails.
  • SD-107221 : Certain translation messages in Japanese language localization are not supported in rich text editor.
  • SD-109942 : Input error occurs when requesters reply to closed requests in the below scenarios if the administrator configures new requests to be created when requesters reply to closed requests under Admin > General Settings > Advanced Portal Settings :
    • If Requester can view option is disabled for the Status field in the request template.
    • In some cases, if the default template is disabled for requesters.
  • SD-110015 : Picklist values are not listed while configuring request custom filters with criteria based on picklist user additional fields.
  • SD-109330 : Unable to add mobile number while replying to a request if SMS is chosen as a mode to reply to a technician.
  • SD-109591 : When Acknowledge sender by e-mail on receipt of the email reply is enabled, acknowledgement email is sent to the user even if the user replies to a request from the application.
  • SD-110949 : Images resized while replying to requests are saved with Best Fit size on saving the draft.
  • SD-99034 : In rich text editor, hitting backspace after adding a line break reverts the font to Roboto.
  • SD-108828, SD-108479 : The table in the rich text editor breaks while pasting multi-line content.

Changes :

  • SD-110521 : Users with Change Review stage edit permission are unable to add or edit the Review stage description.
  • SD-110701 : Change calendar view does not display all the changes scheduled for the day.
  • SD-110487 : In some scenarios, change approval mail is not triggered properly if a change request is created with attachments.

Projects :

  • SD 111098 : For users with Project Manager permissions, Milestones are not listed when the Milestone task and Project task forms are edited.
  • SD-109959 : Project status is displayed incorrectly for projects associated with change request under Implementation stage in change details page.

Maintenance :

  • SD-110224 : After upgrading to build 14200, Maintenance status of a pending preventive maintenance task is not updated even after completing the task.

Tasks :

  • SD 110754 : After updating to version 14200 or later, the Time Taken field in work logs displays incorrect value.

Solutions :

  • SD-109847 : While adding/editing a solution, the solution content editor increases in size.

Assets :

  • SD-109968 : Switch scan fails if a relationship between a switch and switch port or virtual machine and virtual host is configured manually.
  • SD-102870, SD-103629 : Error message is not displayed clearly if the product type configured for an asset is different from the product type fetched via scan.
  • SD-105039 : Asset and CI list view pages are not loading. Adding new asset/CI is not possible after technician is added as a system attribute under CMDB > Configuration Items types.
  • SD-108003 : Additional field values are mismatched in License details page if more than 10 additional fields are imported via CSV files.
  • SD-109088 : Unable to search the default CI attribute field while attaching assets.
  • SD-109813 : A product type manually changed by a user after a delta scan is not retained after a full scan.
  • SD-109858 : Security error thrown in some cases while accessing Assets tab in PGSQL builds.

CMDB :

  • SD-107794 : CIs added under non-English CI types are not loaded under CMDB list view.

Purchase :

  • SD-110169 : Text formatting is not retained in Remarks field after saving a purchase order or during print preview.
  • SD-110441 : Unable to receive consumables from a purchase order after updating SDP to version 14201.

Admin :

  • SD-110792 : Mail fetching stops while creating requests via email if there is an issue processing inline images.
  • SD-108576 : In some setups, improper attachment path is displayed under Attachment Settings.
  • SD-110014 : Unable to remove default values populated in additional fields while configuring request templates.
  • SD-109694 : If the credentials mismatch after modifying the workspace owner of Analytics Plus in ServiceDesk Plus, a blank page is displayed under Admin > Apps & Add-ons > Integrations > Advanced Analytics.
  • SD-100017 : AD authentication fails for users in protected user groups.

    Note : To authenticate AD for protected user groups, map your fully qualified domain name (FQDN) of the AD server by creating a record in your DNS or map the IP address with the corresponding FQDN in the etc\hosts file in your setup.

  • SD-109696 : In some scenarios, the help card description added for requesters in one request template gets copied to another template.
  • SD-109851 : Sort personalization in reply template list view is not retained.
  • SD-107915 : Scanned SNMP devices are not listed under Admin > SNMP Configurations > Configure product for unknown sysIOD during SolarWinds Integration.
  • SD-110372 : Users are not notified if the Recoverable Items folder in the Office365 mailbox is full.
  • SD-106863 : Error message displayed on re-using active mail server settings across instances does not show the instance name where the settings were previously configured.

Custom :

  • SD-111197 : Post migration to 14300, custom module will not be available for Professional editions with project add-ons. It will be available only for the Enterprise edition.

Reports :

  • SD-110543 : Unable to generate query reports when the query contains sub-queries.
  • SD-109953 : When any report configured in a single schedule is edited and saved, an internal error occurs while accessing the scheduled report.
  • SD-109680 : Data is not grouped properly while generating a request metrics report with Group by fields.

Community :

  • SD-60490 : Entries are not recorded in System Log Viewer under Community tab while adding or updating Vendor details.
  • SD-105681 : 'Attachment Settings' is misspelled in the system log viewer.

ESM :

  • SD-110388 : Unable to update user information based on email ID during AD import in ESM setup.
  • SD-110341 : When a new user is added to a non-default instance, self-service login details are sent via email from the default instance.
  • SD-110520: Instance owners are unable to delete retired instances from Admin > Service Desk Configuration > Instance Settings after migrating to build 14100 or later

Login :

  • SD-106516 : Unable to login into ServiceDesk Plus if CSRF validation is disabled during login after migrating to build 13008 or later.
  • SD-110336 : Users are logged out from ServiceDesk Plus after logging in via SAML if they attempt to login a second time using SAML login URL.
  • SD-110684 : When SAML SSO is enabled, the OR text in the login form is half-hidden.

ZIA :

  • SD-105613 : $ApprovalEmailAction variable is displayed in Send Notification pop-up while submitting requests for approval even if Zia prediction is disabled

General :

  • SD-110380 : IP address is shown in the error message displayed during concurrent login.
  • SD-109329 : In requester login, only 10 requester links are displayed under Zoho Creator app.
  • SD-110367 : While performing global search in Japanese setups, the search is initiated when the Enter key is pressed to select a listed option.
  • SD-109562 : On invoking ServiceDesk Plus URL from Outlook mailbox, different font style is displayed in the application.
  • SD-108017 : Arabic language is not supported in Insert Image pop-up in rich text editor.

14302

(Released on 19 May, 2023)

Issues Fixed :

Home

  • SD-110942: Asset(s) are not listed under My Asset widget for requesters.

Requests

  • SD-111059: Users with site-based restrictions are not listed in the Owner field while adding work logs. The issue occurs if the logged-in technician has site-based restrictions.

Assets

  • SD-111099: When several assets are enabled for scheduled scan, the system may encounter an Out Of Memory (OOM) error.

14301

(Released on 12 May, 2023)

Issues Fixed :

General

  • SD-110941, SD-110730 : In some scenarios, due to the cache getting dropped, an internal error is thrown while accessing API based pages.

14300

(Released on 10 May, 2023)

Behavior Changes :

  • SD-105197 : Postgres upgrade may fail if Windows server is not updated with latest system updates. Click here to learn more.
  • SD-110590 : The following behaviors are updated with respect to request business rules and custom triggers.
    • Templates can now be changed for requests created using non-default template via incident business rules.
    • Users can select any set of events while configuring business rules and custom triggers across all modules.
    • Business rules and custom triggers will not be triggered when an attachment is added or deleted.
    • In migrated setups, Approval Approved, Approval Rejected or Reply received events will not be listed for request custom triggers.
    • A warning will be thrown when users attempt to change visibility of note if Show to requester is defined via notes business rules.
    • Field update, conditional actions, set SLA actions cannot be configured for Deleted Permanently and Moved to trash events in business rules. A UI message will be used to notify users if they attempt to configure the same.
    • Business rules configured for different sites will now be added to Site rule group. Users are advised to reconfigure all site-based business rules since the Site rule group will be removed in future.
    • Note business rules are not be applicable to notes added while moving a request from one service desk instance to another.
    • Note business rules and custom triggers are not be applicable to notes added when an email sent to the application bounces.
    • Notification business rules and custom triggers are not be applicable in the following scenarios:
      • When a conversation is deleted after being split as new request.
      • When a request is deleted after moving to another service desk instance and a notification is triggered to inform users about the deleted request.
    • Approval level custom triggers cannot be configured for Deleted events.
    • Action Taken By field will not be listed while configuring conditions in Approval Level custom triggers.
    • The pagination drop-down defining the number of records displayed in the list view is not supported for the following request-sub entity automations :
      • Business rules - notes and notifications
      • Custom triggers - notes, notifications, approval levels and, approvals.
    • $(resolution_attachments} variable used in the notification rules template is now renamed as ${resolution.resolution_attachments}.
    • $cc_users variable used in the notification rules template is now renamed as $email_ids_to_notify.
  • SD-110591 : If Allow user to choose SLA while raising a request is disabled in service SLA list view,
    • SLA cannot be associated under Workflow tab while configuring templates. A UI message will be displayed in the Workflow tab to brief users.
    • Default SLA configured for a template will not be applied to requests raised using the template.
  • SD-110518 : You can now access the Import Solutions option from the New Solution button on the list view page.
  • SD-109151 : Requests with description more than 64kb will not be displayed if the attachment path is not reachable.
  • SD-103900 : The approver's name and organization role will now be listed under Approvals tab in details page across all modules even before the approval is triggered.

Additional Field - Bulk Add Values :

The Bulk Add option in Pick List, Radio, Check Box and Multi Select fields now supports only the add operation in releases, user, technician, projects, worklog, space, facility and custom modules.

Framework Upgrade Information :

Postgres Upgrade to 11.17

PostgreSQL is upgraded to 11.17 version.

ZuluJRE Upgrade

Zulu OpenJRE upgraded from version 1.8.0_292 to version 1.8.0_352.

Enhancements :

  • SDF-103900, SDF-102516, SDF-110560, SD-110561: Business Rules and Custom Trigger Enhancements
    • Business rules can be applied to request notes and notifications. Users can create up to 5 rule groups for notes and notification rules. Custom triggers can be applied to request notes, notifications, approvals, and approval levels by creating triggers and grouping them in up to 5 trigger groups.
    • Business rules created post migration will be applicable to all requests irrespective of site.
    • Technicians can now apply If-If, If-Else, and conditional actions via business rules.
    • Business rules and custom trigger conditions can be configured using custom functions.
    • Technician fields can be updated dynamically with a technician assigned to group roles via business rule actions.
    • Multi-select fields can be updated via business rule.
  • SDF-110526: Custom Module Automation and Import/Export Enhancements
    • Business rules and custom triggers can now be applied to custom module records.
      • Business rules can be used to configure field updates and execute custom functions/scripts.
      • Custom triggers can be used to send notifications and execute custom functions/scripts.
    • Users can import records in bulk to custom modules from CSV, XLS, or XLSX files.
    • Records under custom modules can be exported as HTML, PDF, CSV, XLS, and XLSX files.
    • Custom modules can be defined with statuses :
      • Draft - Default status defined for a custom module while it is under development. Only the SDAdmin who created the custom module can access it in draft status.
      • Published - Custom modules can be moved to Published status only if form and permissions are configured. After the module is published, users can access and perform necessary operations in the module.
      • Suspended - Users are temporarily restricted from accessing custom modules while in Suspended status. The SDAdmin who created the custom module can access the records in read-only mode.
      • Retired - The custom module has reached the end of its life. Users are permanently restricted from accessing the custom module. The SDAdmin who created the custom module can access the records in read-only mode or delete them. The module cannot be moved to any other status further.

SDF-110677 : Additional Fields Enhancement

New Additional Field Types for Custom Module

The following additional field types are now added for custom module :

  • File Upload
  • Phone number
  • URL
  • Email
  • Percentage
  • HTML
  • Boolean
  • Date

Reference Entity Support

Use reference entities to populate values by referring another field's value in Pick List, Radio, Check Box and Multi Select additional fields under custom modules. To configure reference entities,

  • Go to Setup > Developer Space > Custom Modules.
  • Edit any custom module and go to Form Customizer tab.
  • Click Add New Field icon.
  • Drag a Pick List, Radio, Check Box and Multi Select field type.
  • Select the reference entity while defining the field properties.

Other Enhancements

You can now do the following in the existing additional field types. These changes are applicable only to additional fields in releases, user, technician, projects, worklog, space, facility and custom modules :

  • Single-line - Set character limit for values in single-line fields by providing the minimum and maximum number of allowed characters.
  • Decimal - Enter a maximum of 13 integers and up to 3 decimal places as decimal field values.
  • Numeric - Set an allowed numeric range by entering Minimum and Maximum values.

Preview Additional Fields

Preview how the additional fields will render in the form page by using the Preview option. This is applicable for releases, user, technician, projects, worklog, space, facility and custom modules.

Export Additional Field Values

Option to export Pick List, Radio, Check Box and Multi Select field values in XLS format. This is applicable for releases, user, technician, projects, worklog, space, facility and custom modules.

Import Additional Field Values

The import values option in Pick List, Radio, Check Box and Multi Select fields is revamped with a better workflow. It now supports import from XLS, XLSX, and CSV files.

SDF-106535 : Schedule Scan

Administrators can now configure different scanning schedules for IT assets with and without a UEM agent. Click here to learn more.

SDF-41153 : Service SLA Enhancements

  • Technicians can apply SLA to service requests via service business rules custom actions.
  • Users can choose the SLA to be applied while raising service requests if Allow user to choose SLA while raising a request option is enabled in service SLA list view page.

SDF-94196 : Instance specific approval configurations

  • You can now configure instance-specific approval reminder and clarification reminder.
  • You can also customize instance-specific reminder emails. Click here to learn more.

Software Metering

Define thresholds or ranges to classify software applications based on their usage, namely Rarely Used, Occasionally Used, and Frequently Used. The thresholds and ranges are configured based on the Run Time and/or Run Count values obtained from the Endpoint Central scan data. Currently, this feature is available only for users who have purchased Endpoint central. Click here to learn more.

SDF-72549 : Microsoft 365 Integration

Software details tracked in Microsoft 365 such as subscriptions, licenses, or services used can now be fetched into ServiceDesk Plus. Click here to learn more.

SD-89503 : Microsoft Teams Technician to Requester Chat

Technicians can initiate chats with requesters from ServiceDesk Plus bot in Microsoft Teams.

SD-106898 : Contact Collection for SDP

Org Admins can store their official contact details to help us reach them instantly during any security update or release. There will not be any marketing communication sent to the stored address. To configure contact collection, go to ESM Directory / Admin > General Settings > Security Settings > Security Alerts. Click here to learn more.

SDF-110517 : Solution Feedback (Helpful/Not Helpful)

  • Add comments and feedback about solutions under the Feedback tab on the solution details page. Click here to learn more.
  • Solution owner or SDAdmins can now disable comments and reset the ratings of a solution using Actions menu on the solution details page.
  • SDAdmins can globally enable or disable ratings and comments for solutions using Solutions Settings on the solutions list view. Click here to learn more.

SDF-110518 : Solution Associations

  • Introducing Associations tab on the solution details page to link existing solutions and view requests and problems associated with the solution.

SDF-110516: Solution Filter over List View Filter API

  • API support for solutions list view filter drop-down

SDF-108813: Inline Image in Request Notification Rules

Inline images can now be uploaded to Request Notification Rules which will be sent as part of notification emails.

  • Request Email Notification Rules Subject length has been restricted to 500 characters.
  • Request Email Notification Rules Subject has been marked as mandatory.

SD-57631 : Sync empty field values from AD

SDAdmins can now choose to update empty values from Active Directory to ServiceDesk Plus during user import. Click here to learn more.

SDF-104784 : Purchase Order List view Enhancements

The UI framework for the purchase order list view is revamped for better user experience.

Issues Fixed :

Requests :

  • SD-109833 : Variables are not displayed while configuring notifications in custom triggers if more than 100 organization roles are configured in the application.
  • SD-107840 : If a field value is set as null via scripts in the following format: "field_name":{"id":null}, a random value is assigned to the field.
  • SDF-102765 : Dynamic FAFR for SGT Fields : Site, Group, Technician fields values and its combinations were fetched initially on form load now they will be fetched dynamically in API call. Values in the Site, Group, Technician fields will be listed in alphanumeric sequence. Site field will always be displayed in drop-down for technicians irrespective of the site count configuration.
  • SD-99732 : Customized column order is not retained while exporting requests.

Assets :

  • SD-110510 : Loaned To, Department and Site columns customized to display using column chooser on the certain list view page in Assets tab are not displayed after upgrading from 14105 build to any later versions.
  • SD-106030 : Under Asset List View, sorting associated assets throws an error.

Purchase :

  • SD-108606 : URL remains the same while accessing different purchase orders or purchase requests from the left pane.

Admin

  • SD-109697 : $CC_Users and $Email ids to be Notified variables can be used in custom triggers while sending notifications.

Translation :

  • SD-109745 : Request Default View button in request combined view is translated incorrectly in French personalization.

14205

(Released on 20 June, 2023)

Issues Fixed :

Vulnerability

  • SD-111606 : CVE-2023-35785 : Authentication bypass vulnerability while logging in using Two-Factor Authentication reported by dalt4sec.

14204

(Released on 19 May, 2023)

Issues Fixed :

Home

  • SD-110942: Asset(s) are not listed under My Asset widget for requesters.

Requests

  • SD-111059: Users with site-based restrictions are not listed in the Owner field while adding work logs. The issue occurs if the logged-in technician has site-based restrictions.
  • SD-110726 : Data exceeding 7KB will be stored as a file in database in release and request notifications, request description, and resolution.

14203

(Released on 11 May, 2023)

Issues Fixed :

General :

  • SD-110730 : In some scenarios, due to the cache getting dropped, an internal error is thrown while accessing API based pages.

14202

(Released on 06 May, 2023)

Behavior Changes :

  • SD-78973 : reinitializeDB.bat file is moved from <SDP_Home>/bin folder to <SDP_Home>/server/tools folder.
  • SD-110529 : To ensure proper working of ZIA, install Visual C++ 2015 or the latest version on your server.

Framework Upgrade Information

  • SD-108254 : JSOUP jar version is upgraded to 1.15.3.
  • SDF-106281 : Upgraded old batik jar files.

Enhancements :

  • SDF-108522 : Color settings supported for dark mode in request and release modules.
  • SDF-108654 : Conversations and notifications in the old data model will be deleted after migrating to the new data model. It is recommended to take a backup before migration.
  • SDF-109545 : Clicking the header logo and instance name will redirect users to the Home page.
  • SDF-109217 : Request notification popup is enhanced as a slider window for better usability.
    • Users can close, maximize, or resize the notification pop-up. Additionally, technicians can minimize and restore the notification pop-up. On minimizing the notification pop-up, technicians can view request details, switch to other tabs, and perform various operations while the notification content will be saved as a draft.
    • Description editor can be viewed in full screen.
    • Email addresses can be copied to From, To, CC, BCC fields in the notification pop-up.

Note: Drafts will be saved only if the current content is different from the last saved draft.

  • SDF-108833 : Users can drag email addresses across To, CC, or BCC fields while replying to requests and copy email addresses if needed.

Issues Fixed :

Vulnerability :

  • SD-107316 : Username printed in logs.
  • SD-109423 : Unnecessary logs are printed related to license.
  • SD-110435: XSS vulnerability in Community > Schedule Activities page if custom schedule name contains XSS content.
  • SD-109099: Privilege escalation vulnerability when a requester edits the reminders added by other users under Releases module.
  • SD-107754: Privilege escalation vulnerability allowing users to detach service request from purchase orders reported by Ranjit Pahan.
  • SD-107752: Privilege escalation vulnerability allowing users to associate service request in purchase orders reported by Ranjit Pahan.
  • SD-107614: Sensitive information exposed via image (EXIF) metadata reported by Ranjit Pahan.

Home :

  • SD-109739 : In some cases, My Approvals widget is missing in the home page for requester login.

Requests :

  • SD-109493 : Unable to edit a service request globally if a checkbox option in any associated resource question is deleted under Admin> Service Catalog > Resource Questions.
  • SD-109614 : Unable to scroll to the bottom of service template configuration page if the monitor resolution is set to 2560*1440.
  • SD-109586 : Unable to initiate a chat using the chat icon beside a requester name in the request details page when ServiceDesk Plus is integrated with Endpoint Central.
  • SD-109065 : While configuring service templates, approvers in the Workflow tab are removed when a technician set as the approver is changed as a user.
  • SD-109427 : User signature is appended to the end of description while resending a conversation.
  • SD-109587 : Show more option is not displayed when a line break is added to approvals comments in request details page.
  • SD-109838 : When replying to conversations, attachments gets appended even if the attachment related variables are not configured in the reply template.
  • SD-109805 : Unable to expand conversations added to Approvals tab in request details page for non-login users.
  • SD-108781 : If the network path is configured as the file attachment path and two requests are created from emails sent to two support groups, the attachment of the one request is saved in the default file attachment path.
  • SD-109155 : Error thrown while editing a resource section from template configuration page if more than 100 resource questions are associated to the template.
  • SD-109945 : Resource questions are displayed in details page of tasks they are are not associated with.
  • SD-109793 : Work log owner name is not displayed fully in work log list view if the owner name contains too many characters.
  • SD-108929 : When a request is created via email or Self-Service Portal, task dependencies are not applied as per the selected request template.
  • SD-109619 : In some cases, text in the request details page is barely visible in dark mode.
  • SD-109392 : Spell check is not working while taking request approval actions.
  • SD-106548 : Approval status is not visible in the request details page when the business rules criteria is set with Approval Status as Pending Approval and the rule action is aborted.
  • SD-108975 : Notifications are not sent to requesters when approval action is taken on requests.
  • SD-109647 : $Subject, $RequestID and $ClarificationLink variables are not replaced with the actual value in the request approval mail.
  • SD-109291 : Request list view does not load if the Approval Status column is present in the list view and Show Request Approval Tab to Requester option is disabled in Advanced Portal Settings.
  • SD-109228 : Service category is not moved to the inactive state even after dissociating it from the incident template and deleting it.
  • SD-108480 : Request approval action predicted by Zia is not recorded in the request history.
  • SD-109398 : Unable to create requests if Zia category prediction is enabled and the description field is disabled for requesters.
  • SD-109580 : When two requests are created from emails sent to two support groups, the attachments cannot be downloaded for the second request if the attachment path ends with a backslash (\).
  • SD-108995 : Inline images are not processed in some cases when EWS protocol is configured in Incoming Mail Server settings.
  • SD-107997 : Non-login users are unable to reply to a request.
  • SD-108900 : Incorrect data recorded under ISESCALATED column in the database.
  • SD-108991 : Closed/completed requests are not listed in approval-related filters under Requests, Changes, and Releases modules.
  • SD-109220 : Unable to preview the attachments in the reply window before sending a reply mail.
  • SD-110351: Resolution added while closing a request via reply window is automatically added to another request if a status is updated in the reply window.
  • SD-110399: Unable to create and associate a project from the request details page when the project is created using a project template.

Changes :

  • SD-109800 : In some cases, approval reminder notifications are not triggered.
  • SD-102090 : Level approved time is displayed incorrectly on the change approval summary page.
  • SD-109682 : Change approval email is not triggered if a change has no description and the $Description variable is included in the approval mail template.

Solutions :

  • SD-109846 : See More option in the content section of the solution details page is removed.

Assets :

  • SD-108481 : Manufacturer details of assets other than workstations are not displayed in the warranty notification.

Purchase :

  • SD-109510 : Last Notified On details for purchase orders and purchase requests approvals are not updated if the approval notification is present.

Contracts :

  • SD-109952, SD-107428 Unable to delete contracts accessed by searching Vendor, Contract Type, or Status columns in the contract list view page.
  • SD-108877: When associating contracts in AssetExplorer, parent Contract ID is associated in the place of child Contract ID.

Admin :

  • SD-109786 : In some scenarios, the application header goes missing if the user or technician personalization is not updated properly.
  • SD-109492 : Custom triggers configured to execute on Reply Received event are not triggered if a webhook is specified as the trigger action.
  • SD-108429 : Users specifying different Office365 mailbox accounts in incoming mail server settings and OAuth pop-up will be notified with an error on saving the settings.
  • SD-108898 : Double quotes in single line and multi line additional fields are converted to single quotes after saving the change templates.
  • SD-108503 : While importing users from AD, updates made to Reporting To field is not recorded in user history
  • SD-108295 : Unable to merge users with same login name and different domains.
  • SD-108685 : Unable to edit the details of a user associated with an organization role if the search field is accessed more than 30 times.
  • SD-108577 : Unable to import via LDAP or delete LDAP domain controllers from the LDAP list view if additional columns are displayed in the list view .
  • SD-107081 : If Enable Force password reset at first login is selected under Security Settings, users are unable to logout from ServiceDesk Plus unless they update the password.
  • SD-109741: Users can configure fields in globalconfig table to improve user search performance in the users list view from Add/Edit forms and during global search.

Zia :

  • SD-108324 : Incorrect prediction by Zia for approval/reopen emails if the email description contains email labels.
  • SD-110042: Approval action taken by Zia in purchase orders and purchase requests are not recorded in the purchase history.

ESM :

  • SD-108037 : Unable to save or edit organization details from ESM directory in some cases.
  • SD-108906 : Search filter does not work while associating users to organization roles in ESM directory.

General :

  • SDF-108332 : Backup mechanism is updated to reduce the time taken to backup/restore files.
  • SD-109684 : The application favicon is not shown in requester login.
  • SD-108921 : Unable to generate reports with CAB recommendations data in Analytics Plus after upgrading to build 11128 and above.
  • SD-107980 : Unable to log-in to the user accounts configured in high-availability setups if the password contains special characters.
  • SD-109294 : Users session status is not changed to Closed in aaaaccsession table when users log out from web browsers.
  • SD-108521 : When concurrent login is disabled in Security Settings, users are not able to log in via web. The issue occurs if they have already logged in and logged out via mobile app.
  • SD-104786 : The ServiceDesk Plus server will shutdown when the database connection is lost for more than 15 seconds.SD-107722 : File content type detection accuracy has been increased while uploading attachments.
  • SD-108944 : Memory consumption is high while accessing integration keys.
  • SD-108851 : UI customization is not reflected if the application is accessed during the restart process.
  • SD-108852 : Build mismatch error thrown when a backup is taken and restored in an updated build if a backup was taken and restored before the upgrade.
  • SD-110409 : Translation files are not included in backup, hence during restore the translations are not restored.
  • SD-109810 : When requests are auto-generated as per maintenance schedules, task dependencies are not applied as per the specified request template.

14201

(Released on 10 April, 2023)

Behavior Changes :

  • SD-108558 : Users are restricted from accessing the local host and local IP by invoking the URL using custom functions.
  • SD-105803 : Reset Password option will no longer be shown while editing a user.

Enhancements :

  • SDF-99682 : Microsoft Graph for Mail Servers : Administrators can configure Microsoft Graph for Exchange Online mailboxes in Incoming and Outgoing Mail Server settings to send or receive emails from ServiceDesk Plus. Click here to learn more.
  • SDF-107260 : Zoho Flow Agent Integration : Use Zoho Flow Agent to facilitate third party integrations between ServiceDesk Plus and other apps. Zoho Flow Agent works with Zoho Flow to connect and access authorized on-premises apps in your system. It lets you create workflows containing triggers and actions of on-premises apps to exchange data between cloud apps and other on-premises applications securely. Click here to learn more.
  • SDF-105803 : Send a password reset link to users who have forgotten their passwords. Click here to learn more.
  • SDF-108403 : Support type information is displayed under License Details for premium support.
  • SDF-88408 : Users can now generate tabular and matrix reports of the Releases module using API.
  • SDF-109337 : Added response status for work logs/summary REST APIs.
  • SDF-109907 : Administrators can trigger password reset for users.
    • The password reset link will be sent via email to users with unique email address if outgoing mail server settings are configured.
    • If the email sending fails or if the user does not have a unique email address, the password reset link will be displayed in UI. Administrators can share the link with users.

Issues Fixed :

Vulnerability :

  • SD-107213 : Authtoken is not printed in logs if it is passed in headers.
  • SD-108311 : Privilege escalation vulnerability while adding reminders to problem requests reported by Chris.
  • SD-107726 : Privilege escalation vulnerability while attaching problems to change requests reported by Ranjit Pahan.
  • SD-107725 : Privilege escalation vulnerability while detaching problems from change requests reported by Ranjit Pahan.
  • SD-107687 : Privilege escalation vulnerability while associating requests with change requests reported by Ranjit Pahan.
  • SD-107660 : Unprivileged users can detach changes from the associated releases reported by Ranjit Pahan. Going forward, site restricted users can view only the releases in their site from the release association list view.
  • SD-107659 : Unprivileged users can update description of release requests reported by Ranjit Pahan.
  • SD-107658 : Unprivileged users can delete attachments of release requests reported by Ranjit Pahan.
  • SD-107657 : Unprivileged users can upload attachments to release requests reported by Ranjit Pahan.
  • SD-107656 : Unprivileged users can change the review date of release requests reported by Ranjit Pahan.
  • SD-107655 : Unprivileged users can change closure-code of release requests reported by Ranjit Pahan.
  • SD-107662 : Unprivileged users can copy change requests.
  • SD-107942 : Security vulnerability issue fixed.

Home :

  • SD-108807 : Requesters are unable to view their purchase order and purchase request from approval list view under Home > My Approvals > Show All.
  • SD-107841 : Application runs slow while approving requests from My Pending Approvals widget under Home page.
  • SD-107489 : My Approvals widget and approvals list view loads slowly.

Dashboard :

  • SD-108284 : Overall count is not displayed in Request inflow by time widget under Helpdesk dashboard in build 14000 and above.

Requests :

  • SD-109288 : If the task filter name under Requests tab contains special/HTML characters, My All Tasks button contains encoded text.
  • SD-108556 : Inline images in the request description field are not visible if the request is moved to another instance if the owner of the target instance is a user in the source instance.
  • SD-109258 : While replying/forwarding a request, reply templates are not displayed to technicians without SDAdmin/HelpdeskConfig role if the Allow technicians to create reply template option is disabled in Advanced Portal Settings.
  • SD-108430 : Unable to use the scroll bar in request list view.
  • SD-108964 : Approval notifications triggered after the first level are not shown in System Notifications under request conversations.
  • SD-108609 : Unable to paste multiple email addresses separated by a semicolon in the To and CC fields of request templates.
  • SD-108779 : $EmailSignature variable is not replaced with the actual value in the request approval mail.
  • SD-108233 : The approval action taken by the backup approver is notified incorrectly to the original approver.
  • SD-107579 : Status transition fails in requests where Request Life Cycle is applied if Logged in user field is configured in the Before rule of the transition.
  • SD-108126 : If a Request Life Cycle without any transition from a completed status type to Open status is applied to a request and requests are set to reopen when the requester replies, mail fetching stops when a requester replies to the request after it reaches Canceled/Completed/Closed status.
  • SD-108164 : When requests are approved or rejected automatically, the approval level comments under Approvals tab in requests details page are not translated in personalized setups.
  • SD-108450 : Error thrown on accessing customer files loaded in custom folder.
  • SD-109202 : Unable to add multiple email addresses in the Email to Notify field of requests from the requester login.
  • SD-106007 : Approvals tab is not displayed to requesters when the Requester can view option is disabled for Status field in Incident Template/Service Template.
  • SD-107451 : When Sub-category and Item fields are configured as criteria in Business Rules, Request Life Cycle, Request Timer Action, or Request/Problem/Release Custom Trigger, the relevant category and sub-category details are not saved.
  • SD-107524 : When you edit the Wait For and Repeats Every fields under Edit Timer Action in non-English setups, the language is changed to English.
  • SD-108456 : Email notification is not triggered if the E-mail the user when he/she is mentioned in a note template contains a site-related dollar variable.
  • SD-108482 : A site-related dollar variable added to a reply template is getting replaced with an empty string.
  • SD-108524 : Email notification is not sent to the requester if the HTML content in the Notify requester by email when a clarification is raised by approver template is edited.
  • SD-107772 : New request is created every time a user sends mail to closed requests.
  • SD-108150 : When we create a request via email, the description field is filled with unwanted content.
  • SD-107912 : Unable to retain the resized width of ID column in the request list view after refreshing the page or switching to other tabs.
  • SD-108993 : Unable to view tasks in archived requests.

Changes :

  • SD-106887 : Approval levels are duplicated if a technician revisits the status of a change request.
  • SD-103952 : When approval node is set with a condition node in the change workflow, the approval node is executed when Assets Involved or Services Involved field is updated even if the fields are not set in the condition node.

Projects :

  • SD-109285 : View more option is not displayed under Comments tab in project, milestone and task details page if more than 5 comments are present.

Maintenance :

  • SD-106634 : Unable to add/edit maintenance if the timezone of server, user personalization, and browser are not the same.

Assets :

  • SD-107180 : Unable to modify asset state of asset components associated to an asset.
  • SD-103037 : Under Assets > Workstation, IP address validation fails if / or % is added to the IP address field and saved.
  • SD-108370 : Barcode values of assets that were converted to consumables cannot be associated with new assets.

Purchase :

  • SD-108040 : Unable to save purchase orders with decimal value less than 1 for Services and Others category under New Purchase Order.

Admin :

  • SD-105782 : When a common additional field configured under On Field Change field and form rule is deleted, the associated rule is not removed and Field and Form Rules tab in service templates keeps loading.
  • SD-108501 : Unable to add more than 10 values for a criteria while configuring If-If and If-Else actions in Custom Triggers and Timer Actions.
  • SD-108520 : Letters typed in the To and Cc fields of notification templates in Custom Triggers are displayed incorrectly when the network is slow.
  • SD-107279 : Classlink support is now added for SAML.
  • SD-108557 : Unable to save surveys if the content in Additional Comment is translated. The issue occurs only if there are more than 100 characters.
  • SD-107183 : Email commands are not executed on incoming emails if the email is auto-forwarded to a technician's mailbox.

Reports :

  • SD-106912 : The login report loads for a long time if it contains too many entries.

General :

  • SD-109195 : Build migration from 14103 to 14200 fails when duplicate entries are present in global functions.
  • SD-108804 : Incorrect error message is displayed when API calls are placed before the server initialization is completed.
  • SD-108404 : When ADManager Plus integration is configured but disabled, the Jump To ADManager Plus option under Help menu is not redirecting to the configured ADManager Plus application URL.
  • SD-108509 : Error thrown while submitting the feedback form under Help > Feedback.
  • SD-105777 : PGSQL error while installing the application through user interface or command prompt in Linux machines.
  • SD-106998 & SD-107674 : Unable to fetch results using global search functionality in non-English setups.
  • SD-102970 : Trust this browser is not working for Two-Factor Authentication when the IP address changes or after upgrading to build 14200.

Zia :

  • SD-107492 : UI breakage in the Zia approval data customization page if the custom data contains newline character ('\n').
  • SD-108302 : In Zia request reopen prediction, the sender email ID is mismatched when a user replies to a closed request via email.

14200

(Released on 02 March, 2023)

Behavior Changes :

Tasks :

  • Only users with SDAdmins, SDSiteAdmins, and SDCo-ordinator roles can perform inline edit in the request combined view and Show all tasks list view.
  • Only users with edit permission in requests, problems, changes, projects, and releases can perform inline edit of tasks.
  • Tasks and Work logs forms will now open in the slider window for better user experience.
  • Keyboard shortcuts will not work if the task or work log form is opened.
  • Updated the design of Add Task icon in Home > Scheduler.
  • Refresh frequency is now added as an icon to the header of the show all tasks list view.
  • Actions such as Edit, Close and Delete are now grouped under the Hamburger icon in the tasks list view for Requests, Problems, Changes, Projects, and Releases. Only users with edit permission can access the Hamburger icon.
  • Use Trigger option from the Hamburger icon in the requests combined view and show all tasks list view to trigger the task individually
  • In requests combined view and Show all tasks list view, the Hamburger icon is enabled by default irrespective of the users permission. However, the proper error message will be thrown if users do not have access to the action they are trying.
  • You can now preview the details of a work log by hovering over the description in the work logs list view.

General :

  • SDF-90896, SDF-89701 : Users can now view the brief description of work logs from the Short Description column in Analytics Plus.
  • SDF-77621 : Technicians can now search and assign group to a task from the Group combo box.
  • SDF-68990, SDF-48818 : View the parent module title from the task list view by hovering over the parent ID in the Link column.
  • SDF-100704 : Users can now resize the columns in the Work Logs list view.
  • Task details page URL has been changed to "<localhost>/ui/tasks?mode=detail&from=showAllTasks&taskId=1".
  • Show all tasks list view URL has been changed to "<localhost>/ui/tasks?mode=list&from=showAllTasks". Going forward, the old URL will not be accessible.

Discontinued Bulk Actions :

  • Bulk delete tasks support is restricted for users with delete tasks permission.
  • Bulk trigger, close, and delete are now restricted in the Show all tasks list view.
  • Bulk delete is now restricted in the request combined view.

Fields and Option Name Changes :

Module

Then

Now

Tasks

% of completion

Progress (%)

Work Logs

Time Taken To Resolve

Time Taken

Owner's Cost per hour

Cost/hour

Total Charge

Total Cost

Other Charges

Other Cost

Tech Charge

Owner Cost

Project/Milestone Templates

Save and Add Task

Save and Associate Task

Timesheet :

  • Users can now view the Project > Timesheet in a detailed billable format.

Discontinued Support :

  • Save and Add new option has been removed from the tasks and work logs forms.
  • Estimated effort field is removed from the Custom Filter criteria dropdown.
  • Removed Comments field in the task and task template forms.
  • Removed Description column from the task list view.
  • Mark Parent Tasks option is removed in the Request Task Add form.
  • Dependency arrow in the task title column will not be shown in Show All Tasks list view.
  • In request print preview screen, work log summary will not be listed.

Enhancements :

Task and Worklog

  • You can now create tasks instantly using Quick Add in the task list view in Requests, Problems, Changes, Projects, and Releases. You can also assign the owner while creating a task. Click here to know more.
  • SDF-65865 : Bulk assign and pick up tasks in Requests, Problems, Changes, Projects, and Releases.
  • View the work log type from the Work Logs list view under Requests, Problems, Changes, Projects, and Releases.
  • SDF-105769: Bulk associate task templates in Projects, Milestones, Incidents, and Service templates. However, editing of the task templates associated with the incident or service templates is restricted.
  • Use Column Chooser to customize the task template list view in the Project and Milestone templates.
  • Task title and template name are now made as default columns in the task template list view.

Solution API based Client

  • User interface for Solutions module has been revamped. This revamp includes user experience improvements in add solutions page, solution details page, and classic list view page.
  • Solutions details page URL has been changed to "<localhost>/ui/solutions?entity_id={solution_id}&mode=detail". Going forward, the old URL will not be accessible.

Dashboard Enhancements

  • Use the Column Chooser icon in Requests by Technician widget to add or remove columns based on request status.
  • Link widgets from ServiceDesk Plus dashboard to external applications using the Embed Widget icon.
  • Use the filter drop-down on the list view page accessed via widgets to change the list view based on the parameters in the widget without closing the page.
  • Warning message is shown while adding invalid or vulnerable URLs in new external widgets.
  • Embed dashboards in external applications using the Dashboard Options > Share Dashboard option.
  • Drill down analysis report widget is newly added to the Helpdesk dashboard.
  • Apply site and support group filters only to current dashboards. Filters are dashboard-specific.
  • Add reports directly to custom dashboards.

Import users from AD Groups

  • Users can be imported from Active Directory groups by specifying the group names under ESM Directory/Admin > Users > Active Directory. Click here to know more.

Global Variables

  • Administrators can use global variables to store data that can be invoked in the application by using the dollar($) sign. Currently, global variables can be configured in notification rules and webhooks. Click here to know more.

Release - Custom Triggers, Custom Function and Webhooks

  • Configure release custom triggers to automatically execute actions on a release by executing a script file, or a custom function. You can also configure to call an external URL or API via webhooks. To configure release custom trigger, go to Admin > Automation > Custom Triggers > Release.

Webhooks for Problem, Change, Project, and Task

  • You can now create webhooks for problems, changes, tasks, and projects and add them as actions to the corresponding triggers. To configure webhooks, go to Admin > Developer Space > Webhooks.

Project and Worklog UDF Revamp

  • Servlet calls are now replaced with API calls.
  • UI is revamped for better user experience.

Task and Worklog Report Enhancements

  • Users can create custom task reports for Problem, Change, Release, Project and Milestone modules.
  • Users can create custom reports for worklogs across all modules.
  • New default report folders Reports on Tasks and Reports on Worklog are added in ServiceDesk Plus. Click here to know more.

SDF-109058 : V3 API is supported for Region. Users can perform bulk operations under ESM Directory/Admin > Regions.

SDF-78829 : Support for personalization in Armenian.

SDF-85806 : Support for personalization in Ukrainian.

SDF-107001 : Support for personalization in Hindi.

Issues Fixed :

Requests :

  • SD-106605 : Time Taken To Resolve field is not auto-populated in the work log form while adding a work log from Timer on the request details page.

General :

  • SD-101931 : Application slowness occurs if many organizational units are configured during AD import.
  • SD-103169 : Application crashes if the attributes memberOf or thumbnailPhoto are mapped to any fields during AD user import.
  • SD-108275 : The word 'Hours' is mistranslated in Swedish.
  • SD-108125 : Certain phrases are mistranslated in Traditional Chinese.

14105

(Released on 23 February, 2023)

Recommendation

Request notifications and conversations over API :

Since conversations and notifications data are moved to new tables after build 14101, we recommend increasing the database size before proceeding with the migration. It is also recommended to take a complete backup before each migration for next 6 months to avoid data loss.

Behavior Changes :

  • SD-105717 : Multiple email address support is now restricted in the Primary Email field under Admin > Users & Permission > Users/Technicians.
  • SD-107675 : If the postgres database is corrupted
    • Mail notification regarding database corruption will be sent to the backup notify technician (if configured) or SDOrgAdmin.
    • Backup will not be taken.
    • Recent 2 backups will be retained.
  • SD-107800 : Integration key will now be reassigned to another SDAdmin or the user who removed the existing administrator.
  • SD-106727 : Database backup is mandated for every 24 hours in Postgres setups. Users can set the time to schedule the backup. File attachments backup is optional and configurable.
  • Enhancements :

    • SDF-105642 : The reason for appending a conversation to requests is displayed in the request history.
    • SDF-107630 : The virtual machine name will now be fetched from vm_info table under the Virtual Machines tab in the Virtual Hosts details page.
    • SDF-107345 : The old login link in the SAML Single Sign On login page is now replaced with a button as a first level of authentication and the login form collapses by default.

    Issues Fixed :

    Vulnerability :

    • SD-106890 : XSS vulnerability during remote control and other actions performed via Endpoint Central tools reported by Khanh Nguyen.
    • SD-106891 : IDOR vulnerability in purchase request attachments reported by Ranjit Pahan.
    • SD-106896 : Privilege escalation vulnerability in asset loans reported by Ranjit Pahan.
    • SD-106894 : Unprivileged data is displayed under Add Assets popup in Add/Edit Contract form and contract detail page.
    • SD-106892,SD-106893 : IDOR vulnerability while uploading or deleting technician files reported by Ranjiit Pahan.
    • SD-106919 : Privilege escalation vulnerability while adding relationships between assets by modifying the application page URL reported by Ranjiit Pahan.
    • SD-106908 : Privilege escalation vulnerability while associating users with workstations by modifying the application page URL reported by Ranjiit Pahan.
    • SD-106903 : IDOR vulnerability while configuring depreciation for assets reported by Ranjit Pahan.
    • SD-108468 : XXE vulnerability in Servlet API reported by Vo Van Minh.
    • SD-108151 : SQL injection in query reports.
    • SD-108112 : XSS vulnerability during product tour actions.
    • SD-108062 : XSS vulnerability on the survey email configuration page.
    • SD-107843 : SQL injection vulnerability in CI History Reports.
    • SD-107749 : Unprivileged approver can associate checklists to a request reported by Ranjit Pahan.
    • SD-107748 : Unprivileged approver can add notes to a request reported by Ranjit Pahan.
    • SD-107742 : Unprivileged technicians can remove dependency from a request reported by Ranjit Pahan.
    • SD-107743 : Unprivileged technicians can add dependencies to a request reported by Ranjit Pahan.
    • SD-107676, SD-107677, SD-107678 : Privilege escalation vulnerability under the Analysis tab in the problem details page reported by Ranjit Pahan.
    • SD-107744 : Privilege escalation vulnerability while detaching incidents from problems reported by Ranjit Pahan.

    Requests :

    • SD-108276 : When mandatory fields are present in a request and a technician is assigned, the Assign Technician pop-up does not close automatically when the request closing wizard is displayed.
    • SD-106267 : Unable to view or download request attachments in the approval page when accessed via a non-login URL.
    • SD-106310 : While replying to requests, the Send Notification pop-up does not list more than 100 reply templates in Select Reply Template drop-down.
    • SD-107568 : Request status is not updated to cancelled status as per business rules if the mandatory fields set in request closure rules are not filled.
    • SD-107170, SD-106867 : In lower resolution/resized browsers, check boxes in the Merge Request and Link Requests pop-up are not clickable on the request details page.
    • SD-107873 : The cursor disappears when auto-save happens while the user is filling out the description/subject fields in the notification pop-up of the request details/list view page.
    • SD-107913 : After upgrading to 14005 build, unable to open password-protected attachments with non-English characters.
    • SD-106865 : While previewing a request, check boxes do not work if the request contains unanswered resource questions.
    • SD-107000 : Unicode replacement character ( ) is displayed for some emojis in request subject under request list view.
    • SD-107652 : When the resource details are edited in a request awaiting approval, the request status changes to Open.
    • SD-107222 : In non-English setups, certain text is not translated under Add/Edit forms of Requests module.
    • SD-108051 : Junk notification filter is not applied to system notifications if more than one service desk instance is present.
    • SD-108021 : Blank page is displayed on creating a service request if the service desk instance contains more 100 service categories.
    • SD-107521 : Support group email address is not displayed in the From field while sending system notifications for requests.
    • SD-107124 : Approvals are not listed in request details page if a user accesses the Approvals tab in 10 or more requests within a short time span.
    • SD-107912 : Unable to retain the resized width of ID column in the request list view after refreshing the page or switching to other tabs.

    Problems :

    • SD-107048 : Unable to create or edit a problem in referred sites.

    Projects :

    • SD-107050 : Project, milestone, and task attachment APIs are added in the API doc tool.
    • SD-105706 : Horizontal scroll bar in the project list view is not accessible until the page is scrolled to the bottom.

    Assets :

    • SD-107410 : Unable to add or edit assets or workstations if the numeric additional fields contain white space.
    • SD-108260 : Technicians with site restriction in Not associated to any site are unable to view other technicians who are part of only Not associated to any site.

    Admin :

    • SD 108298 : Unable to delete incident and service request templates if an icon or an inline image is not associated with them.
    • SD-107800 : Integration key gets deleted on updating the role of an administrator or deleting an administrator.
    • SD-107675 : Unable to disable backup if the postgres database is corrupted.
    • SD-105809 : Default templates are not localized in the Self-Service Portal.
    • SD-107839 : Keyword search does not work in the Self-Service Portal if default templates are disabled for users.
    • SD-107896 : In some cases, an error occurs while executing custom trigger scripts.
    • SD-107846 : Unable to fetch pending approvals using Rest API doc tool after upgrading to build 14000 and above.
    • SD-107465 : Performance issue while adding approvals for service requests.
    • SD-107526 : Application header is not displayed if Referrer-Policy security header under Add security response headers is set as no-referrer under Admin/ESM Directory > Security Settings > Advanced and if the security banner is marked as Remind me later in build 14100.
    • SD-106570 : Users can configure alias email addresses for Exchange Web Services (EWS) in Incoming Mail Server settings.
    • SD-105717 : Unable to add project roles to users or technicians if the Primary Email field has multiple email addresses separated by a comma.
    • SD-106990 : Site is missing in Column Chooser under Admin > Users & Permission > Users/Technicians and ESM Directory > User management > Users.
    • SD-101272 : SolarWinds scanning fails if the network path is changed under Admin/ESM Directory > Attachment Settings.
    • SD-106893 : Technicians can delete attachments added for users who are not present in any associated site of the technician.

    Reports :

    • SD-107258 : Error while generating custom reports for the Technician/Status/Group changed history request sub-modules if common service additional fields are selected as reports columns.
    • SD-107262 : Unable to disable notification rules for Reports.

    Community :

    • SD-107176 : Details of request system notification failure are not recorded in the system log viewer.

    Zia :

    • SD-108056 : Zia reopen prediction notification is triggered twice for closed requests when the requester replies via email.

    Login :

    • SD-106458 : Users can login to the application using local authentication credentials irrespective of the local authentication status.

    General :

    • SD-108160 : During partial database migration, users are able to start the destination server.
    • SD-108011 : Unable to start secondary server after upgrading High Availability setups to version 14005 or later.
    • SD-107689 : Personalization in the global search is not retained.

    14104

    (Released on 24 January, 2023)

    Behavior Changes :

    • SD-106926 : Export button in the request list view is now removed for requester login.
    • SD-106790 : Users can upload images with a maximum of 16000000 pixels across all modules.
    • SD-107842 : Inline images with empty Content-ID header will now be added as attachments to the created entity.

    Enhancements :

    • SDF-107072 :
      • Send Notification popup for reply or forward emails can be resized as needed.
      • Reply or Reply All option is supported for notifications.
    • SDF-106684 : Users can now choose the parent software while reconciling software.

    Issues Fixed :

    Vulnerability :

    • SD-106331 : Cleartext passwords transmission vulnerability in backup scheduling.
    • SD-106897 : Stored XSS vulnerability in request life cycle reported by r0ck3t.
    • SD-106832 : CVE-2023-23074 : Stored XSS vulnerability in the Advanced Portal product tour reported by Hiểu Minh.
    • SD-106815 : Sensitive data exposure vulnerability in reports.
    • SD-106993 : Sensitive data printed in logs.
    • SD-106855 : Authentication bypass vulnerability in Two-Factor Authentication login page.
    • SD-107728 : Privilege escalation vulnerability while associating requests from projects.
    • SD-107727 : Privilege escalation vulnerability while disassociating requests from projects.
    • SD-107690 : Privilege escalation vulnerability while associating projects from requests.
    • SD-106790 : Denial of Service (DoS) vulnerability detected when uploading images continually in the application.
    • SD-107688 : Unprivileged users can detach changes from the associated requests.
    • SD-107429 : Cross-Site Scripting (XSS) vulnerability in Combined View in Request List View.
    • SD-107724 : Privilege escalation vulnerability while adding solutions to problems.
    • SD-107746 : Stored XSS vulnerability in attachments print preview.
    • SD-107691 : Privilege escalation vulnerability while detaching a project from requests.
    • SD-107219 : Denial of Service (DoS) vulnerability detected while adding or updating service catalog with icon.

    Dashboard :

    • SD-106853 : Users can now right-click on the built-in widgets in Helpdesk dashboard to access the request list view in a new tab.

    Requests :

    • SD-107565: $LastConversationDetails variable used in the notification rules template is now renamed as $ConversationDetails. Click here to learn more.
      The format of content in the Resend window is changed under request conversation/description.
    • SD-107911 : $ConversationDetails variable does not replace the content when reply/forward is performed from the request description.
    • SD-107910 : Request system notifications (SMS) get encoded in non-English setups.
    • SD-107908 : Inline images are broken in the outgoing email notifications if the configured attachment path is not the default one and EWS is configured in Outgoing Mail Server settings.
    • SD-107411 : Unable to add a new email address in To, CC or Bcc fields if it is a substring of any existing email address.
    • SD-107504 : Incoming emails are not processed as notifications in requests if the email address contains special characters.
    • SD-107031 : An error is thrown when accessing the request list view if a requester cancels a request which is created based on a template in which the Status field is not shown to requesters.
    • SD-107115 : Unable to preview attachments in requests created via email if file name contains period (.) or ellipsis (...) before the file extension.

    Solutions :

    • SD-107043 : Error thrown on saving edited solutions when Default Time Format time is set as MMM DD, YYYY HH:MM format and Override user personalize data is enabled under Application Settings/Advanced Portal Settings, if the default time format mismatches with the user personalized time format.

    Assets :

    • SD-106762 : Web RDP fails while integrating the application with Endpoint Central. The issue occurs only when the application runs in HTTPS mode.
    • SD-106717 : After an asset scan, the site associated with Cisco IP phones is getting reset unexpectedly.
    • SD-102547 : Performance improvements in agent-based scans.
    • SD-106589 : Unable to add or update license agreements when the Terms, description and PO# fields are empty.

    Admin

    • SD-107532 : Outlook actionable cards are not displayed for system notifications from ServiceDesk Plus in Outlook mailbox.
    • SD-107094 : Users are incorrectly marked as deleted in Active Directory's deleted users sync.
    • SD-100738 : Importing users from Active Directory via automatic delta imports is getting failed in some cases.
    • SD-106370 : In some cases, unable to delete sites or application performance is slow while deleting sites.
    • SD-106761 : Customized ServiceDesk Plus logo is not displayed on the Two-Factor Authentication login page.
    • SD-107336 : 'Content type not found' error is thrown while uploading attachments in some cases.

    Going forward, administrators upload sample files for an extension with different content type under Admin/ESM Directory > Attachment Settings > Add new extension to avoid this error.

    Reports :

    • SD-107820, SD-107619 : Date column values are duplicated in Advanced Matrix Reports.

    General :

    • SD-107045 : Throttle limit to access api/v3/requests/service_category and /api/v3/slas/(\d+)/template_associations/(\d+)/(template|sla|user_groups) URLs are increased to 60 per minute.
    • SD-107036 : Migration fails during Release-CI association.
    • SD-106456 : Non-English characters in the subject of Microsoft Outlook emails are encoded.
    • SD-103173 : Users are logged out of the application unexpectedly in some cases.
    • SD-106308 : In some cases, null pointer exception is thrown in the Update Manager during migration.
    • SD-107344 : Two-Factor Authentication cookies are not cleared after password update or if user logs out of the application manually.

    14103

    (Released on 23 December, 2022)

    Behavior Changes :

    • SD-106590 : Throttle limit to access /api/v3/requests/summary WorkOrder.do?woMode=viewWOApproval URL has been increased to 30 per minute.
    • SD-106483 : API doc tool is now updated with get, add and remove task dependencies.
    • SD-105989 : Improved alert message in the incoming mail settings page.
    • SD-106304 : In the maintenance module, localization based on the language selection is now available for the following calendar-specific strings
      • Month, Day, Week, and Today
      • Short names and full names of days and months
    • SD-107303 : Users will now be notified when a reply is received from the application or mail client based on the notification rule configured.
    • SD-107307 : Module delimiter will not be appended in the notification or reply email subject if it is not configured in the respective templates. When a reply email is sent for such, the email will be added as conversation based on the delimiter if a valid module delimiter and module ID is configured in the email subject. Else, the email will be added as conversation based on the email headers.

    Issues Fixed :

    Vulnerability :

    • SD-106843 : CVE-2023-23078 : XSS vulnerability in credentials of asset details page.
    • SD-106652 : Privilege escalation vulnerability while adding or editing solutions.
    • SD-106825 : CVE-2023-23073 : XSS vulnerability in Associate Service Requests pop-up window accessed while associating requests from purchase order details page.

    Home :

    • SD-105751 : When ServiceDesk Plus is integrated with Endpoint Central, Display Announcement using Endpoint Central option is not listed while creating announcements from the Home tab in ServiceDesk Plus.

    Requests :

    • SD-106031 : In incident and service templates, the error message is not displayed properly while setting an incorrect value in the description height field and multiline additional fields.
    • SD-106209 : Fields that are not supported in the Properties section of the right panel are listed in Technician/Requester Layout Customization on the requests details page.
    • SD-105737 : In request templates, if Field and Form rules are configured to Set Task on edit, tasks are not set when requesters edit requests.
    • SD-107304 : Using the Reply All option from existing notifications will populate only the recipients available in that notification.
    • SD-106905 : Requests' description is barely visible in dark mode when requests are created from the application or received via Outlook.
    • SD-106632 : The Add Request form does not load for users if they have access only to default templates.
    • SD-105481 : The Description field is getting lost when requests are created from emails if the email is corrupted.
    • SD-106364 : Unable to search assets from requests using custom additional fields.
    • SD-106653 : On selecting Custom Actions > Resolve requests using templates in the request details page, the respective web page is not loading when ServiceDesk Plus is integrated with Endpoint Central.
    • SD-106515 : In Add/Edit Request Template page, the label placement of sections is denoted as right even if the label placement is configured as Left or Top.
    • SD-105990 : Approvals are not triggered in service requests when a resource is updated, if an approver is deleted.
    • SD-107351 : Bell notification alert is not displayed in the application UI when a requester replies to a request.
    • SD-107303 : Notification (Alert(or Notify) technician by e-mail when there is a new reply for the request) is sent to technicians for their own replies to the request.

    Problems :

    • SD-106046 : Unable to update the problem status as Closed via inline edit.

    Admin :

    • SD-106051 : Unable to add hyperlinks in the Description field of change templates.
    • SD-105487 : Tables added in the Description field of a change template are not retained after saving the template.
    • SD-105891 : Technicians are able to add looped pathways between a stage node and approval node in the change workflow.

    Reports :

    • SD-105434 : Error thrown if the To field in Schedule report settings contains more than 100 characters.
    • SD-105987 : Date column values in Advanced Matrix Reports are not displayed as per the time zone.

    General :

    • SD-105810 : Announcement pop-ups get overlapped and closing announcement in a tab is not getting reflected in other tabs for the same user.

    Login :

    • SD-104934 : After saving the login credentials in Firefox and logging out of the application, the login page is rendered with two Domain fields.

    Mobile App :

    • SD-106486 : An incorrect error message is displayed during concurrent login in ServiceDesk Plus Android and iOS applications.
    • SD-107051 : Unable to receive push notifications in ServiceDesk plus mobile application or connect to mail servers from the web application after upgrading to build 14006 or above.

    API :

    • SD-106035 : GET requests in CMDB API fail after migrating to ServiceDesk Plus 14000.

    14102

    (Released on 08 December, 2022)

    Issues Fixed :

    • SD-107092: Unable to upgrade to build 14101 if the To/CC field in email drafts contain same email addresses in different letter casing.

    14101

    (Released on 01 December, 2022)

    Behavior Changes :

    • SD-45331 : Purchase request approval notification will not be sent to users (TO option is removed) if the approval action is taken from Home > My Approvals.
    • SD-42637, SD-102565, SD-76158, SD-28725 :
      • Custom triggers cannot be used to invoke technician replies.
      • The GlobalConfig table entry (category="EMAIL_PROCESSING", parameter="ENABLE_TECH_REPLY_CHECK") to set the responded time is now removed. The responded time will be set by default when the technician replies to request.
      • When a technician is changed in a request, the request notification rule Alert group members by e-mail when a request in group is updated will only notify that the request is updated. To include the technician updated details, use the $UpdatedProperties variable in the notification template.
      • The Last Updated Time field will not be updated if a requester replies to a request.
      • If a conversation is deleted, the conversation notification status (color of the Envelope icon) in the request list view will be set based on the previous conversation type. If conversations are removed completely, the notification status will be grayed out.
      • Conversation notification status (color of the Envelope icon) in the request list view will now be changed whenever a technician forwards/resends notifications.
      • The number of email addresses allowed in TO, CC, and BCC fields are now restricted to 100, 100, and 10 respectively.
      • E-mail technician when a request is appended by reply notification rule can also be used to send notification when a technician who is not associated with the request replies to the request.
      • Workorder_threaded table used in the custom query has to be removed.
      • Query report using request notification related data model has to be updated.
      • CleanUp schedule deletes archive and active notifications which includes request conversation of merged requests if system user is the sender.
      • Request-specific variables will no longer support to replace the notification content. You can use variables such as $lastconversationdetails, $NotificationDescription or $NotificationSubject in the notification rules template to replace the notification content.
      • Mail addresses listed in TO/CC/BCC fields in the request reply/forward window will be based on the scope of the logged-in user.
      • Notification dollar variables of request fields supported in request notification templates are represented with their corresponding API names.
      • In Notification Rules,
        • $description will replace request description by default.
        • $NotificationDescription will replace notification description.
        • $lastconversationdetails will replace notification content specific to selection of reply/forward from existing notification.
    • Technicians reply to request
      • Technician replies to requests through mail will no longer be considered as conversation.
      • Is read and unreplied count will not be incremented on technician replies.
      • The format name <mail id> will no longer be supported while sending notification from request. When reply/forward/resend is performed from existing notifications, mail ID will be truncated.
    • UnReplied Count
      • Unreplied count will be incremented only when the requester replies to the request.
      • Unreplied count will be incremented on merging requests.
      • Unreplied count and responded time will be set/reset only when the technician reply is public.
    • Recommendation

      Since data movement is huge for notifications, we recommend you to tune the DB to maximum buffer before applying ppm and check the DB started message while starting the server after migration. Click here to know more.

    • SD-106528 : The maximum number of attachments per record is now 50 across all modules.
    • SD-34511 : You can now view the details of the user who uploaded the attachment along with the time by hovering over the attachment.
    • SD-103092 :
      • Images copied to the Resolution field in request templates will now be removed while saving the request templates.
      • Access to icons uploaded for request templates will now be limited to the instance with the templates to which the icons were uploaded.
      • The "image" key is no longer supported in requests and request notes API operations.
      • The "template_image" key in the request template API is now changed to "icon".
      • The "inline_images" key in the request template description is no longer supported in API operations.
    • SD-102734 : External users can no longer access APIs for the following project entities :
      • Project Role
      • Project Status
      • Project type
      • Task type
      • Task Closing Rules
      • Worklog type

    Enhancements :

    SDF-83427 : Custom Modules

    • You can now create custom modules that allow you to manage a collection of records or custom admin configurations. For managing records, create a Web Tab type custom module, and for managing custom admin configurations, create a Configuration type custom module.
    • To create custom modules, go to Admin > Developer Space > Custom Modules.
    • To learn more, click here.

    SDF-45331 : My approvals

    • My Approvals widget is revamped for better user experience.
    • Approvers can now use the option Show All in the my approvals widget to view all their approvals in one place.
    • The approvals are distinguished by the modules icon.
    • Approvers can quickly respond to approval requests by using the Take Action option in the slider panel.
    • To learn more, click here.

    Request Notification and Conversation API

    SDF-42637 : Request Notifications and Conversations

    • Bcc field support for reply and forward emails in requests.

      Note : The Bcc field is available only for technicians.

    • BCC recipients can be added while creating requests via email.
    • SDF-47641 : Added Reply All option in request conversation and description sections.
    • SDF-92278 : Message ID is now appended to the reply/forward emails. This ID can be used to view the threaded conversation.
    • SDF-35061 : Support to add attachments for drafts.
    • SDF-103154 : Request Field and Form Rules now support status change in the reply window.
    • SDF-62482 : A new variable $lastconversationdetails (email separator) is added in email reply/forward templates. You can use this variable to display conversation details of reply/forward emails.
    • SDF-69110 : New variables $description.attachments and $resolution.attachments are added in system notifications and reply templates to support attachments.

    SDF-106528, SDF-106530 : Attachment and Inline Image Enhancements

    • You can now download all attachments added to a record simultaneously as a ZIP file using the Download all option.
    • The throttle limit for the number of files uploaded as attachments per minute is now increased to 15. Note that the number of files that can be selected and uploaded simultaneously is 10.
    • When an external attachment storage location becomes inaccessible, a banner message indicating the issue will be displayed on all pages and an email notification will be sent to SDOrgAdmin.
    • Inline images within a module can now be accessed by users only if they have permission to the module. This change is applicable only for new images added after migrating to build 14101.
    • Inline images are now stored in the same location that is configured as the attachment storage location.

    SDF-102565, SDF-76158 : API changes

    V3 API support for reply and conversation in requests.

    SDF-28725 : Reports

    Generate tabular reports for notes and conversations in requests.

    Support to add request tag as a column to the tabular report, matrix report, and request metric report.

    SDF-106322 : Unique Resource Questions in Service Templates

    ServiceDesk Plus now alerts you when resource questions are duplicated in service templates.

    SDF-106821 : Admin History

    • View History allows you to view all admin configuration activities.

      To learn more, click here.

    SDF-101026 : Default HTTPS Mode

    • Beginning with 14101, new ServiceDesk Plus installations will start in HTTPS mode by default. A valid SSL certificate must be uploaded to establish a secure connection between clients and ServiceDesk Plus. To upload an SSL certificate, go to Admin > General Settings > Import SSL.

    Note :

    • Installations migrated to the 14101 will continue to use the previously configured mode.
    • Option to switch between HTTP and HTTPS mode will continue to be supported.
    • An insecure connection error will be displayed by browsers when running the application in HTTPS mode, without a valid SSL certificate.

    SDF-105279 : API Documentation Tool Support for Announcements

    V3 API for announcements are added to the REST API Documentation tool.

    SDF-100705 : Add new extensions in Attachment Settings

    Administrators can now include or exclude attachments files added based on the file extensions.

    • In ESM setups, attachment settings can be set under ESM Directory > General Settings.
    • In non-ESM setups, attachment settings can be set under Admin > General Settings.

    SDF-106048 : You can now add inline images to reply templates.

    SDF-106523 : The Apple push notification certificate is updated.

    SDF-95440 : Users can now bulk upload up to 10 attachments in request conversations and notifications.

    Issues Fixed :

    Requests:

    • SD-106597 : Approve, Reject and Need Clarification buttons are not displayed while approving requests from Home tab if SLA is applied to the request.

    Issues Fixed :

    Requests:

    • SD-105034 : Non-login URL is appended as content_url to request attachments if a request custom function is used to fetch the attachment using requestObj param.

    Dashboard:

    • SD-105076 : In the Projects Created and Closed by Month widget, projects created and closed in different months are listed as closed in the created month.

    Admin:

    • SD-105342 : Site values are not populated in the Assign Technician pop-up in some environments as the Select2Servlet?module=site query returns double encoded values that get blocked by firewalls.
    • SD-104840 : Unable to associate more than 11 tasks to Request templates, Project templates and Milestone templates

    General:

    • SD-86629 : Unable to integrate ServiceDesk Plus with JIRA version 9 and above.
    • SD-105038 : Notifications are duplicated during websocket call if multiple tabs are opened and the machine goes idle.
    • SD-105280 : Upgrade failure because of different collation in the SQL server.
    • SD-105175 : Schedules work only intermittently because of incorrect date format in the SQL server.

    14006

    (Released on 18 November, 2022)

    Issues Fixed :

    Requests:

    • SD-105678 : In non-English setup, Others service category is displayed in hexcode.
    • SD-104097 : In some scenarios, the Group field goes empty in request combined view.
    • SD-105661 : The number of items that can be added to incident SLA criteria in IT and non-IT service desk instances are now increased to 250 and 100 respectively.

    Solutions:

    • SD-105696 : Error thrown on adding or editing solutions with more than 25 attachments.

    Admin:

    • SD-106028 : Scroll bar in the bell notifications panel is missing in higher-resolution displays.
    • SD-105658 : In the Active Directory deleted users sync, users who are incorrectly identified as deleted users are not getting updated during the next deleted user sync when the delete manually option is enabled.
    • SD-105202 : In ESM setups, users are getting not deleted during the automatic deletion of the Active Directory deleted user sync schedule.
    • SD-105482 : Unable to send replies if the "name<email>" format is used in the To field while using EWS for mail server settings.
    • SD-105657 : Outlook Add-in does not work properly in some environments.
    • SD-106042 : While editing the user group, department values are shown as removed if there are more than 10 departments associated with the user group.
    • SD-103395 : Deprecated TLS versions (TLSv1 and TLSv1.1) are displayed under Server Port and Protocol Configuration in ESM Directory/Admin > Security Settings > General.
    • SD-105183 : While saving a survey, the ratings are not rounded off to the nearest integer.

    General:

    • SD-106537 : Performance issue after migrating to 14.0

    Mobile App:

    • SD-88560 : Users are not logged out from ServiceDesk Plus mobile application when the local authentication password is reset.

    14005

    (Released on 10 November, 2022)

    Behavior Changes :

    • SD-104243 : ServiceDesk Plus integration with SCCM now supports Windows authentication single sign-on (SSO).
    • SD-103099 : Autocomplete is deprecated for confidential fields (Host, Port, Username, and Password) in the agent configuration proxy form.
    • SD-105673 : While adding assets through form, Site field is not mandated for technicians with Complete Access permission to Assets module.
    • SD-104107 : License agreement expiry notification emails will now include complete license agreement details.

    Issues Fixed :

    Dashboard:

    • SD-105972 : Information is not displayed properly on clicking the data in Dashboards > Request by Technician widget if the default request status name is updated and contains space.

    Requests:

    • SD-105915 : Alarms in OpManager are not logged as requests in ServiceDesk Plus via OpManager integration after upgrading to build 14000 or above.

      Note : Upgrade OpManager to version 12.6.167 for the integration to continue working in ServiceDesk Plus version 14005 or above.

    • SD-106041 : Unable to assign or pick up a request from the request list view if it contains empty mandatory fields.
    • SD-104710 : Post upgrade to 13008 build and above, the Approvals tab in request details page does not list approval details for older requests in non-IT portals.
    • SD-105441 : EMAILID column (of a user resolved from org role) is not populated in the APPROVALDETAILS table of service request approval email notification.
    • SD-105703 : Request list view does not load properly if the columns selected using Column Chooser are duplicated.
    • SD-105767 : Completed requests are listed under All My Groups custom filter after upgrading to build 14000 or above.

    Changes:

    • SD-106172 : Unable to send approval mails if the change has attachments.
    • SD-104974 : The Approval Summary section is not visualized completely when the change approvals page is accessed from the home page.
    • SD-104492 : Unable to edit ChangeManager's name and description in change roles.
    • SD-105054 : Cab recommendation is not sent to the newly added cab members (In particular, the cab members added after saving the workflow).

    Tasks:

    • SD-105069 : Tasks are not triggered automatically if $ApproveComments variable is used in the Notify requester when a request is approved/rejected notification rule.

    Assets:

    • SD-105182 : Time values of certain fields are inadvertently shown in epoch time format in the asset scan history and update scan data pop-up.
    • SD-103731 : The content in Endpoint Central upgrade notification mismatches with the tooltip displayed when hovering over the notification.
    • SD-106139 : During asset scan, VMs and assets added under Admin > Discovery > Scan Settings > Invalid Service tags are duplicated.

    Admin:

    • SD-104148 : In the SolarWinds server settings page, the special characters in the username are incorrectly shown as HTML-encoded values.
    • SD-104731 :
      • Post upgrade to 13008 build and above, SolarWinds CleanUp schedule is executed periodically even if the integration is disabled.
      • SolarWinds CleanUp schedule is executed periodically in Standard edition by default, even if the integration is disabled.
    • SD-104149 : Data sync fails during SolarWinds integration if an asset contains more than 50 characters in the sysLocation field.
    • SD-97422 : Unable to add new service categories in non-IT help desk instances.
    • SD-104903 : Using the Switch node in change workflow throws an internal error.
    • SD-105942 : Help card content updated for correctness in change add, edit, and template pages.

    API:

    • SD-105756 : After upgrading to build 14000, the V3 API URL with slash at the end (for example: /api/v3/requests/) does not work.

    General:

    • SD-104091 : Unable to upgrade 13006 build if there are requests with overall approval status as null.
    • SD-104166, SD-106288 : Unable to access ServiceDesk Plus from mobile browsers.

    14004

    (Released on 27 October, 2022)

    Issues Fixed :

    Vulnerability

    • SD-106148 : CVE-2022-47966 : Pre-Auth RCE vulnerability when SAML authentication is enabled

    14003

    (Released on 22 October, 2022)

    Framework Upgrade Information :

    • SD-105062 : Jquery upgraded to 3.6.0.
    • SD-104849 : Jquery UI upgraded to version 1.13.2.
    • SD-103970 : Jquery validation JAR upgraded to 1.19.5.
    • SD-106069 : Commons-Text JAR upgraded to 1.10.0.

    Behavior Changes :

    SD-100798 : Only technicians with view permission to the asset module can access the Assets belonging to <username> pop-up.

    Enhancements :

    SDF-100798 : Revamped the pop-up that shows asset details belonging to a user. This includes the Assets belonging to <username> pop-ups invoked from the request details page and the telephony caller pop-ups.

    Issues Fixed :

    Vulnerability:

    • SD-105902 : CVE-2023-23077 : XSS vulnerability in status comments, approval status comments, and history in Releases module.

    14002

    (Released on 20 October, 2022)

    Behavior Changes :

    Post upgrade to 14002, personalization settings configured by users after 14000 build will be removed.

    Issues Fixed :

    General:

    • SD-106005 : Performance issue on migrating from 14000 build if more number of users are present in the application.
    • SD-106006 : Application pages load slower post migration to 14000 build.

    14001

    (Released on 14 October, 2022)

    Enhancements :

    SDF-104587 : Users can perform global search for SNMP devices using the manufacturer serial number in Assets and CMDB module.

    Issues Fixed :

    Vulnerability:

    • SD-103966 : URL access violation issue occurs due to multiple API calls while tagging users in request notes, request comments, and project comments.

    Requests :

    • SD-105697 : Unable to create requests due to missing site configurations.
    • SD-104814 : To display the approver's name and org role under the Approvals tab before triggering approval (From Build 13006 and above), use the query given below :
    • update ApprovalConfigurations set paramvalue='true' where category='Approvals' and parameter='Resolve_Org_role_at_add' and helpdeskid='***'
    • SD-104364 : Custom trigger approvals are not sent when $DEPT_HEAD$ is present in any of the input approval levels.
    • SD-104458 : Request status is not getting moved to Open from On Hold after approval.
    • SD-104670, SD-104797, SD-102960 : User details are not getting displayed in Requester/Technician popup in request details page.
    • SD-104702 : Able to edit fields in the request form even when the form is still loading.
    • SD-104809 : If more than 10 users are configured as backup approvers, the approval is sent to the original approver.
    • SD-104396 : Trashed requests are considered in a technician's workload when Load Balancing model is configured under Technician Auto Assign.
    • SD-104811 : Notes are not sorted properly in request list view or details page if Email is disabled under Conversations tab in request details page.
    • SD-104393 : Custom trigger is not executed when Execute on actions is selected as Approved or Rejected.
    • SD-104496 : Clicking the Cancel button in the add request form creates a request with chat details if the user creates a request while closing a chat.
    • SD-104771 : Unable to set multiple values for Asset field in the request add/edit form using field and form rules.
    • SD-104675 : Priority matrix is not applied properly on the request add/edit form if the values of matrix fields (urgent & impact) are removed using field and form rules.
    • SD-104916 : When moving a request from one instance to another, the Move this request to drop-down is not showing all instances if the number of instances exceeds 10.
    • SD-104819 : When a request is forwarded without attachments, a time-out error occurs and the message remains as a draft until the request is opened.
    • SD-104487 : In the request detail page, the New and Search buttons for associating a change or a project with the request appear broken. It happens only if the application language is set to Chinese.
    • SD-105489 : When Technician Auto Assign is enabled, the request is assigned to a technician on leave instead of technicians included in the Technician Auto Assign.

    Changes :

    • SD-104590 : In some cases, the CAB approver receives a blank email when the change is submitted for approval.

    Asset :

    • SD-104873 : If the URL host name contains Software, the Software module is selected by default in the global search filter.
    • SD-102443 : An unwanted error message is displayed while modifying the type of an IT asset to another IT asset.
    • SD-104701 : Unable to generate barcode starting with 00 while adding new assets or associating existing assets under Assets > Barcode Generation.
    • SD-104932 : An error is thrown when clicking the auto-assign option under asset summary in non-English setups.
    • SD-102923 : Technicians with site-based restriction and Complete Access to Assets module are unable to download or delete attachments in an asset.
    • SD-102451 : The headings in printers/routers/switch details page are displayed as question marks in non-English setups.

    CMDB :

    • SD-103997 : Unable to delete IT Service or Business Service CI types if CI attributes are displayed in the list view.
    • SD-104942 : Unable to delete run-relationships from the relationship list view. The issue occurs if the target CI added is not a software.

    Purchase :

    • SD-103117 : The horizontal scroll bar disappears when navigating from a purchase order to an associated assets list if the items are reached.

    Admin :

    • SD-105028 : While editing a request via email command, a new request is created instead of updating the existing request.
    • SD-104563 : Automatic request closure rule configured in any instance is inadvertently getting applied to all instances.

    ESM :

    • SD-104913 : Error thrown on organizing incident SLAs in ESM setups if more than 15 SLAs are present in a service desk instance.

    Zia :

    • SD-104938 : When clicking the like or dislike button in Zia notifications for approvals and reopen requests, the rate limit exceeded notification is incorrectly sent to other logged-in technicians.
    • SD-105052 & SD-104781 : Zia validates request reopening incorrectly if an email signature is present in the requester's reply email.

    General :

    • SD-104559 : While reindexing daily backup, table lock occurs causing the backup to fail in Postgres setups.

    14000

    (Released on 29 September, 2022)

    Behavior Changes :

    EOL of 32bit :

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

    Dashboard

    • Support for using different filters and charts across dashboards that contain the same widgets.
    • Removed the move to request list option from the filtered task list view.
    • On accessing requests list view from dashboard widgets, only Details, Resolution, Checklist and History tabs will be displayed in request details page. Click View Details link to access complete request details.
    • When the requests list view is accessed from dashboard widgets, the corresponding filter criteria applied to the request list view will no longer be shown in the inline search.

    Requests :

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

    General

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

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

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

    Custom Views and Advanced Search :

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

    Preventive Maintenance Tasks :

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

    Limitations

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

    CIID to AssetID Migration :

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

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

    Forgot Password Option for Local Authentication :

    • Password reset link will be sent for Self-Service Portal login details.
    • $PasswordResetLink variable is added in the notification content. Users can modify the notification content to accommodate the new variable.
    • $LinkValidity variable is added for new installations.

    For existing installations, this variable can be added manually if required.

    SD-102727 : Support for older version of V3 API for Projects, Milestones, Tasks, Worklogs, and Project Members is deprecated further. To use the latest format of the API, add the accept header "application/vnd.manageengine.sdp.v3+json" to the API URL. To know more about the difference between V3 API old format and new format, visit here.

    Enhancements :

    SDF-80964 : Request Timer Actions

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

    SDF-105641 : Custom Actions Enhancements

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

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

      Click here to learn more.

    Maintenance Module :

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

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

    Click here to learn more.

    SDF-56587 : Need More Info during Approval

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

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

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

    Click here to learn more.

    SDF-93573 : Custom Filter Enhancements

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

    SDF-100326 : Support for UEM Product Integration

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

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

    SDF-59133 : Problem Custom Trigger and Problem Custom Function

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

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

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

    Click here to learn more.

    Drill-down Analysis for Requests :

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

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

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

    Enable Dark Mode / Night Mode :

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

    SDF-56497 : Font Customization

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

    Click here to learn more.

    SDF-105644 : Import Vendors and Vendor Products :

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

    SDF-100740 : Security Meter

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

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

    Click here to learn more.

    Task Dependency Enhancement :

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

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

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

    Click here to learn more.

    Forgot Password Option for Local Authentication :

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

    Release-CI Relationship in CMDB :

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

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

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

    Click here to learn more.

    SDF-84079 : Showing Dynamic Notifications as Desktop Notifications

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

    Click here to learn more.

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

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

    Click here to learn more.

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

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

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

    Click here to learn more.

    SDF-82985 : Technicians Personalized Color Settings

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

    SDF-98952, SDF-98456 : UI Enhancements

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

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

    SDF-95902,93092: Telephony Integration Enhancements

    • Automated Request from Missed Calls

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

    • Telephony Logs

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

      Click here to learn more.

    SDF-104017 : Trial license over the production setup

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

    SSDF-105645 : Custom Trigger Enhancements

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

    Calendar Revamp :

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

    Problem Module - Standard license add-on :

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

    Purchase V3 API :

    V3 API is now supported for purchase request approvals.

    Contract V3 API :

    V3 API is now supported for Contracts module.

    SDF-105638 : Advanced Customization for Requester Home Page

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

    Note

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

    Click here to learn more.

    SDF-102883 & SDF-101229 : Visibility of User-specific Fields :

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

    Click here to learn more.

    Database Migration Tool :

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

    Click here to learn more.

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

    ME Integration Revamp :

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

    13013

    (Released on 29 June, 2023)

    Behavior changes :

    • SD-108872 : Database maintenance can no longer be configured under ESM Directory/Admin > General Settings > Performance Settings. Administrators can run database maintenance by executing DBMaintenance script under [SDP_Home]/bin.

    Issues Fixed :

    Requests :

    • SD-110726 : In release and request notifications, request description, and resolution, data exceeding 7KB will be stored as a file in database

    13012

    (Released on 29 October, 2022)

    Framework Upgrade Information :

    • SD-106069 : Commons-Text JAR upgraded to 1.10.0.

    Issues Fixed :

    Vulnerability

    • SD-106148 : CVE-2022-47966 : Pre-Auth RCE vulnerability when SAML authentication is enabled

    13011

    (Released on 27 September, 2022)

    Behavior Changes :

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

    Enhancements :

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

      Note : The default paramvalue is 25.

    Issues Fixed :

    Requests

    • SD-104812, SD-105001 : Trigger configured with "for the first time" action is getting executed every time when there is another trigger that is configured with Approved, Reply Received, or Rejected event.
    • SD-104829 : URL throttle exception is thrown when performing inline or spot edit in requests when the number of additional fields configured in the request template is on the higher side.
    • SD-104432 : Unable to open requests if API exception occurs during server startup when request attachments are pushed to JIRA tickets.
    • SD-104455 & SD-103887 : Unable to access application URL in approval reminder emails.
    • SD-104793 : Replies to emails for a request are not threaded to the existing request and created as a new request if the module-based limiters are not used with the base delimiter in the email subject.

    Problem

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

    Changes

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

    Tasks

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

    Assets

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

    Admin

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

    Community

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

    ZIA

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

    General

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

    13010

    (Released on 22 August, 2022)

    Behavior Changes :

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

    Issues Fixed :

    Requests

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

    Assets

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

    Admin

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

    13009

    (Released on 03 August, 2022)

    Framework Upgrade Information :

    • SD-101485 : Jquery UI upgraded to version 1.13.1

    Behavior Changes :

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

    Enhancements :

    • SDF-104217 : Disaster Recovery :

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

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

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

    Issues Fixed :

    Requests

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

    Changes

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

    Solutions

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

    Assets

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

    CMDB

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

    Purchase

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

    Contracts

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

    Admin

    • SD-103146 : Backup files are not getting deleted after the expiry of the configured retention period if the corresponding scheduled backup with attachments had failed.

      Note : While upgrading to build 13009 or later, backup files that were not deleted earlier after the retention period expired will be automatically deleted from the application.

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

    Reports

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

    General

    • SD-104284 : While restoring files from backup, File not found exception is thrown under <ServiceDesk-home>/logs/Restore_log folder even though the file is restored.

    13008

    (Released on 07 July, 2022)

    Behavior Changes :

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

    Enhancements :

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

    Issues Fixed :

    Vulnerability

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

    Dashboard

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

    Requests

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

    Projects

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

    Solutions

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

    Assets

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

    Purchase

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

    Admin

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

    General

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

    Login

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

    13007

    (Released on 28 June, 2022)

    Issues Fixed :

    Requests

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

    General

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

    13006

    (Released on 23 June, 2022)

    Framework Upgrade Information :

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

    Behavior Changes :

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

    Enhancements :

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

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

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

    Issues Fixed :

    Admin :

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

    General

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

    13005

    (Released on 09 June, 2022)

    Framework Upgrade Information :

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

    Enhancements :

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

    Issues Fixed :

    Dashboard :

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

    Requests :

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

    Problem :

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

    Changes :

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

    Tasks :

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

    Assets :

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

    CMDB :

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

    Purchase :

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

    Admin :

    • SD-60646 : In the notification for prohibited software installation, the Installed Date value is incorrectly shown in Unix Time format instead of human-readable format.
    • SD-97653 : Zia email approval prediction is getting failed when Glowroot is enabled.
    • SD-99188 : http:// gets added automatically after inserting a link in Editor.
    • SD-100630 : Unable to add users with login permissions or update password for existing users from the in-app API doc tool.
    • SD-101473 : While executing scripts for requests, sub-category is created in the JSON file even if the request template does not have the Sub-category field.
    • SD-101498 : Departments and sites are added with empty names during LDAP import if the mapped attribute in LDAP server contains only white spaces.
    • SD-101714 : Email attachments with content type in capital letters are not processed as attachments during mail fetching.
    • SD-101716 : Email attachments with incorrect mime parts are not processed as attachments during mail fetching.
    • SD-101717 : Unable to include or exclude more than 100 users while importing users to instances.
    • SD-101926 : When copying a service template, the field and form rules configured for resources is not copied when a resource question is removed in the parent template.
    • SD-102100 : Unable to remove/update a value in picklists if the value contains French characters such as accented letters and ligatures.
    • SD-102284 : When a business rule is used to change both request template and request status, the tasks associated with the new template are not getting added to the request.
    • SD-103126, SD-102483 : The Site value is shown as "removed" after configuring a user group.
    • SD-102880 : Unable to add more than 10 software products under Admin > Customization > Asset Management > Product.

    Reports :

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

    Community :

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

    ESM :

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

    General :

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

    13004

    (Released on 01 June, 2022)

    Behavior Changes :

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

    Issues Fixed :

    Vulnerability :

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

    Assets :

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

    Purchase :

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

    General :

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

    13002

    (Released on 04 May, 2022)

    Behavior Changes :

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

    Enhancements

    • SDF-101199 : Option to add/update auto-generated function name in custom functions.
    • SDF-101546 : Option to enable/disable last login information under Admin > General Settings > Security Settings.
    • SDF-99760 : Security advisory banner will be displayed to SDOrgadmin and SDAdmin.
    • SDF-68127 : Added an info icon under the Members tab on the project details page to list active project roles along with their descriptions.
    • SDF-88208 : IMAP protocol is now supported in OAuth authentication when Azure is configured as the authorization server.

    Issues Fixed :

    Requests :

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

    Changes :

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

    Projects :

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

    Tasks :

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

    Release :

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

    Space :

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

    Assets :

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

    CMDB :

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

    Purchase :

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

    Admin :

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

    Login :

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

    Mobile App :

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

    General :

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

    ESM :

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

    13001

    (Released on 09 March, 2022)

    Behavior Changes :

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

    Framework upgrade information :

    • SDF-100336 : Handlebars upgraded to version 4.7.7

    Enhancements :

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

      Refer API Documentation tool for more information.

    Issues Fixed :

    Vulnerability :

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

    Home :

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

    Requests :

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

    Problems :

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

    Changes :

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

    Solutions :

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

    Assets :

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

    CMDB :

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

    Purchase :

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

    Contracts :

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

    Admin :

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

    Reports :

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

    ESM :

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

    General :

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

    13000

    (Released on 07 February, 2022)

    Behavior Changes :

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

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

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

    Framework Upgrade Information :

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

    Enhancements :

    • SDF-100789 : Space Management

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

    • SDF-27451 : Custom Operational Hours

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

      Click here to learn more.

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

      Click here to learn more.

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

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

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

      Click here to learn more.

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

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

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

      Click here to know more.

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

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

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

    Issues Fixed :

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

    12010

    (Released on 29 June, 2023)

    Behavior changes :

    • SD-108872 : Database maintenance can no longer be configured under ESM Directory/Admin > General Settings > Performance Settings. Administrators can run database maintenance by executing DBMaintenance script under [SDP_Home]/bin.

    Issues Fixed :

    Requests :

    • SD-110726 : In release and request notifications, request description, and resolution, data exceeding 7KB will be stored as a file in database

    12009

    (Released on 29 October, 2022)

    Framework Upgrade Information :

    • SD-106069 : Commons-Text JAR upgraded to 1.10.0.

    Issues Fixed :

    Vulnerability

    • SD-106148 : CVE-2022-47966 : Pre-Auth RCE vulnerability when SAML authentication is enabled

    12008

    (Released on 12 July, 2022)

    Issues Fixed :

    Vulnerability :

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

    12007

    (Released on 21 January, 2022)

    Enhancements :

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

    Issues Fixed :

    Vulnerability :

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

    Requests :

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

    Solutions :

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

    Purchase :

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

    Admin :

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

    General :

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

    12006

    (Released on 29 December, 2021)

    Enhancements :

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

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

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

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

    Issues Fixed :

    Changes :

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

    Solutions :

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

    Assets :

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

    CMDB :

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

    Admin :

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

    General :

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

    12005

    (Released on 22 December, 2021)

    Behavior Changes :

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

    Issues Fixed :

    Vulnerability :

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

    Requests :

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

    Tasks :

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

    Project :

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

    Admin :

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

    General :

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

    12004

    (Released on 14 December, 2021)

    Behavior Changes :

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

    Framework Upgrade Information :

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

    Enhancements :

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

    Issues Fixed :

    Vulnerability :

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

    Home

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

    Requests :

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

    Changes :

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

    Projects :

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

    Assets :

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

    Purchase :

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

    Contracts :

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

    Admin :

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

    Reports :

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

    Mobile App :

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

    General :

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

    12003

    (Released on 03 December, 2021)

    Issue Fixed

    Vulnerability :

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

    12002

    (Released on 27 November, 2021)

    Issue Fixed

    Vulnerability :

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

    12001

    (Released on 16 November, 2021)

    Behavior Changes :

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

    Framework Upgradation :

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

    Enhancements :

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

    Issues Fixed :

    Vulnerability

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

    Requests :

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

    Changes :

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

    Solutions :

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

    Assets :

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

    CMDB :

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

    Purchase :

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

    Admin :

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

    Reports :

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

    Mobile App :

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

    12000

    (Released on 25 October, 2021)

    Behavior Changes :

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

    Enhancements :

    • SDF- 27495 : Release Management in ServiceDesk Plus

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

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

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

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

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

    • SDF-98842 : Zia Bot

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

      To learn more, Click here.

    • SDF-66420 : Group Roles and Organizational Roles API

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

    • SDF-95715 : Webhooks

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

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

    • SDF-97299 : Callback Custom Function

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

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

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

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

      To learn more, Click here.

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

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

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

      To learn more, Click here.

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

      To learn more, Click here.

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

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

      To learn more, Click here.

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

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

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

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

      Double extension filtration issue occurs in the attachment section.

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

    Issues Fixed :

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

    Requests :

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

    Purchase :

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

    Mobile App :

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

    11315

    (Released on 29 October, 2022)

    Framework Upgrade Information :

    Issues Fixed :

    Vulnerability

    • SD-106148 : CVE-2022-47966 : Pre-Auth RCE vulnerability when SAML authentication is enabled

    11314

    (Released on 12 July, 2022)

    Issue Fixed

    Vulnerability :

    11313

    (Released on 12 July, 2022)

    Issue Fixed

    Admin :

    General :

    11312

    (Released on 31 January, 2022)

    Issue Fixed

    Vulnerability :

    11311

    (Released on 03 December, 2021)

    Issue Fixed

    Vulnerability :

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

    11310

    (Released on 27 November, 2021)

    Issue Fixed

    Vulnerability :

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

    11309

    (Released on 15 October, 2021)

    Issues Fixed :

    Assets : Agent :

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

    General :

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

    11308

    (Released on 01 October, 2021)

    Issues Fixed :

    Requests :

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

      Changes :

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

    Projects :

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

    Tasks :

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

    Solutions :

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

    Admin :

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

    ESM :

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

    General :

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

    11307

    (Released on 24 September, 2021)

    Behavior changes :

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

    Enhancements :

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

    Issues Fixed :

    Requests :

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

    Solutions :

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

    Assets :

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

    CMDB :

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

    Purchase :

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

    Contracts :

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

    Admin :

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

    General :

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

    11306

    (Released on 11 September, 2021)

    Issues Fixed :

    Vulnerability :

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

    11305

    (Released on 08 September, 2021)

    Issues Fixed :

    Requests :

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

    Admin :

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

    11304

    (Released on 03 September, 2021)

    Behavior Changes :

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

      The following changes are applicable for build 11304 or newer.

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

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

    Enhancements :

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

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

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

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

    Issues Fixed :

    Vulnerability :

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

    Home :

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

    Dashboard :

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

    Requests :

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

    Changes :

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

    Projects :

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

    Assets :

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

    CMDB :

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

    Purchase :

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

    Admin :

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

    Reports :

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

    Community :

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

    General :

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

    Mobile App :

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

    11303

    (Released on 26 July, 2021)

    Behavior Changes :

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

    Framework Upgradation :

    • Postgres upgraded from version 10.12 to version 10.16

    Issues Fixed :

    Vulnerability :

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

    Requests :

    • SD-93115 : On converting an incident request into a service request, the default SLA associated with service requests is not executed.
    • SD-95498 : Unable to load conversations in the request details page.
    • SD-95261 : Last updated time is incorrectly updated in the request details page.
    • SD-96511 : The Site field in requests is not getting populated when the requests is raised via email by users who are associated with a site/department.
    • SD-96565 : The Field Update action in business rules is not getting applied when the requests are raised by requesters over templates whose mandatory fields are non-editable to requesters.
    • SD-96184 : On creating/updating two requests simultaneously, the description of the first request is replaced with that of the second request. The issue occurs only when the description of both the requests exceed 16000 characters.
    • SD-95535 : On changing the SLA for a request that is resolved before due by time and closed after due by time, the request is marked as overdue.
    • SD-96594 : In the request list view for technicians,
      • Requests are not indicated with bold font when a requester replies to a request.
      • If the technician and the requester is the same user and the user replies to the request, the request is appears in bold style.

    Assets :

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

    ESM Directory :

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

    Reports :

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

    Integrations :

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

    General :

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

    11302

    (Released on 21 July, 2021)

    Vulnerability :

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

    11301

    (Released on 12 July, 2021)

    Behavior Changes :

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

    Enhancements :

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

      category="rta"

      parameter ="defaultImageOption"

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

    Issues Fixed :

    Dashboard :

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

    Requests :

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

    Changes :

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

    Assets :

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

    Purchase :

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

    Admin :

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

    Reports

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

    General :

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

    Mobile App :

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

    11300

    (Released on 28 June, 2021)

    Behavior changes :

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

    Enhancements :

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

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

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

        To learn more, refer to the links below :

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

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

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

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

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

        To learn more, Click here.

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

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

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

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

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

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

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

      Column changes under Problem module related table schema

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

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

      Refer below for the changes in the ProblemResolution table :

      BEFORE MIGRATION

      AFTER MIGRATION

      Table

      Column

      Table

      Column

      ProblemResolution

      PROBLEMID

      Rootcause

      (PK*=ROOTCAUSEID)

      PROBLEMID

      ROOTCAUSE

      ROOTCAUSE

      ROOTCAUSE_BY

      RC_UPDATED_BY

      ROOTCAUSE_ON

      RC_UPDATED_ON

      ProblemResolution

      PROBLEMID

      ImpactDetail

      (PK*=IMPACTID)

      PROBLEMID

      IMPACTDESC

      IMPACT

      IMPACTDESC_BY

      IMP_UPDATED_BY

      IMPACTDESC_ON

      IMP_UPDATED_ON

      ProblemResolution

      PROBLEMID

      Symptom

      (PK*=SYMPTOPID)

      PROBLEMID

      SYMPTOMS

      SYMPTOM

      SYMPTOMS_BY

      SYM_UPDATED_BY

      SYMPTOMS_ON

      SYM_UPDATED_ON

      * Primary Key

      Refer below for the changes in the ProblemFileAttachment table :

      BEFORE MIGRATION

      AFTER MIGRATION

      Table

      Column

      Table

      Column

      ProblemFileAttachment

      ATTACHMENTID

      (MODULE="ROOTCAUSE")

      RootCauseAttachment

      ATTACHMENTID

      ATTACHMENTID

      (MODULE="IMPACTDESC")

      ImpactDetailsAttachment

      ATTACHMENTID

      ATTACHMENTID

      (MODULE="SYMPTOMS")

      SymptomAttachment

      ATTACHMENTID

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

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

      BEFORE MIGRATION

      (Table Name : SDPNotes)

      AFTER MIGRATION

      (Table Name : ProblemNotes)

      Column

      Column

      NOTESID

      NOTESID

      USERID

      USERID

      RECORDEDDATE

      RECORDEDDATE

      DESCRIPTION

      DESCRIPTION

      ISPUBLIC

      ISPUBLIC

      HELPDESKID

      HELPDESKID

      -

      HASATTACHMENT

      -

      UPDATEDBY

      -

      UPDATEDTIME

    Issues Fixed :

    Vulnerability :

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

    Requests :

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

    Changes :

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

    11213

    (Released on 31 January, 2022)

    Issues Fixed

    Vulnerability :

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

    11212

    (Released on 03 December, 2021)

    Issues Fixed

    Vulnerability :

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

    11211

    (Released on 25 November, 2021)

    Issues Fixed

    Vulnerability :

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

    11210

    (Released on 27 September, 2021)

    Issues Fixed

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

    11209

    (Released on 23 September, 2021)

    Issues Fixed

    Vulnerability :

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

    11208

    (Released on 21 July, 2021)

    Issues Fixed

    Vulnerability :

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

    11207

    (Released on 25 June, 2021)

    Issue Fixed :

    General

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

    11206

    (Released on 23 June, 2021)

    Behavior Changes :

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

    Enhancements :

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

    Issues Fixed :

    Vulnerability :

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

    Requests :

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

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

    Changes :

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

    Tasks :

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

    Solutions :

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

    Assets :

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

    CMDB :

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

    Purchase :

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

    Admin :

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

    Reports :

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

    Mobile App :

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

    General :

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

    Note to Users!

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

    11205

    (Released on 01 June, 2021)

    Behavior Changes :

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

    Enhancements

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

    Issues Fixed :

    Vulnerability :

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

    Requests :

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

    Solutions :

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

    Admin :

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

    11204

    (Released on 26 May, 2021)

    Behavior Changes :

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

    Issues Fixed :

    Vulnerability :

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

    Requests :

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

    Tasks :

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

    Changes :

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

    Projects :

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

    Solutions :

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

    Admin :

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

    11203

    (Released on 4 May, 2021)

    Issues Fixed :

    Vulnerability :

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

    Home :

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

    Requests :

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

    Changes :

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

    Assets :

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

    CMDB :

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

    Admin :

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

    Reports :

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

    ESM :

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

    General :

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

    11202

    (Released on 13 April, 2021)

    Enhancements :

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

    Issues Fixed :

    Vulnerability :

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

    Home :

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

    Dashboard :

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

    Requests :

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

    Assets :

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

    CMDB :

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

    Purchase :

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

    Admin :

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

    Reports :

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

    11201

    (Released on 09 April, 2021)

    Issues Fixed :

    General :

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

    11200

    (Released on 07 April, 2021)

    Behavior Changes

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

    Asset UI Revamp

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

    Framework Upgrade Information

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

    Enhancements

    Change Workflow

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

      Column changes under Change module related table schema

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

      Refer below for updates in the Change Workflow Data Model :

      BEFORE MIGRATION

      AFTER MIGRATION

      Table

      Column

      Table

      Column

      ChangeWF_Definition

      ATTACHMENTID

      Workflows

      ATTACHMENTID

      NAME

      WORKFLOWNAME

      DESCRIPTION

      DESCRIPTION

      ISDEFAULT

      ISDEFAULT

      ISEMERGENCY

      TYPE

      ISDELETED

      ISDELETED

    Telephony Integration

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

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

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

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

    Session Management in Mobile App

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

    Request Report enhancements

      While generating custom reports,

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

    Associated Task Closure for Changes

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

    Chat Enhancements

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

    Key Manager Plus Integration

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

    Mandate Approval Comments

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

    Last successful/unsuccessful login date

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

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

    Issues Fixed

    Vulnerability

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

    Home

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

    Requests

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

    Solutions

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

    Assets

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

    Admin

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

    General

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

    11150

    (Released on 31 January, 2022)

    Issue Fixed :

    Vulnerability:

    11149

    (Released on 03 December, 2021)

    Issue Fixed :

    Vulnerability:

    11148

    (Released on 26 November, 2021)

    Issue Fixed :

    Vulnerability:

    11147

    (Released on 27 September, 2021)

    Issue Fixed :

    11146

    (Released on 14 September, 2021)

    Issue Fixed :

    11145

    (Released on 22 July, 2021)

    Issue Fixed :

    Vulnerability :

    11144

    (Released on 09 April, 2021)

    Issues Fixed :

    General

    11143

    (Released on 01 April, 2021)

    Issues Fixed :

    Mobile App

    11142

    (Released on 26 March, 2021)

    Enhancements :

    Issues Fixed :

    Vulnerability :

    Requests :

    Changes :

    Admin :

    General :

    11141

    (Released on 12 March, 2021)

    Behavior Changes :

    Enhancements :

    Issues Fixed :

    Vulnerability :

    Dashboard :

    Requests :

    Tasks :

    Changes :

    Projects :

    Assets :

    CMDB :

    Purchase :

    Contracts :

    Admin :

    Reports :

    Mobile App :

    General :

    11140

    (Released on 19 February, 2021)

    Issues Fixed

    Vulnerability :

    Requests :

    Changes :

    Assets :

    CMDB :

    Purchase :

    Admin :

    Reports :

    General :

    11139

    (Released on 1 February, 2021)

    Framework Upgrade Information

    Enhancements

    Issues Fixed

    Vulnerability

    Dashboard

    Requests

    Solutions

    Admin

    General

    11138

    (Released on 25 January, 2021)

    Behavior Changes

    Enhancements

    Issues Fixed

    Requests

    Problems

    Changes

    Admin

    Reports

    11137

    (Released on 13 January, 2021)

    Issues Fixed

    Agent

    11136

    (Released on 08 January, 2021)

    Enhancements

    Issues Fixed

    Requests

    Problems

    Changes

    Admin

    Community

    General

    11135

    (Released on 31 December, 2020)

    Enhancements

    Issues Fixed

    Home

    Requests

    Assets

    Purchase

    Contracts

    Admin

    Reports

    General

    11134

    (Released on 18 December, 2020)

    Issues Fixed

    Vulnerability

    Home

    Requests

    Problems

    Assets

    Admin

    Reports

    General

    11133

    (Released on 04 December, 2020)

    Behavior Changes

    Enhancements

    Issues Fixed

    Vulnerability

    Home

    Requests

    Changes

    CMDB

    Purchase

    Contracts

    Admin

    Mobile App

    11132

    (Released on 19 November, 2020)

    Enhancements

    Issues Fixed

    Vulnerability

    ESM Directory :

    Dashboard :

    Requests :

    Tasks :

    Projects :

    Admin :

    Reports :

    11131

    (Released on 03 November, 2020)

    Behavior Changes

    Enhancements

    Issues Fixed

    Vulnerability

    Requests

    Changes

    Solutions

    Assets

    CMDB

    Purchase

    Admin

    11130

    (Released on 27 October, 2020)

    Behavior Changes

    Enhancements

    Issues Fixed

    Vulnerability :

    Requests :

    Changes :

    Solutions :

    Admin :

    General :

    11129

    (Released on 08 October, 2020)

    Behavior Changes

    Enhancements

    Issues Fixed

    Vulnerability :

    Requests :

    Projects :

    Solutions :

    Assets :

    CMDB :

    Admin :

    Reports :

    General :

    11128

    (Released on 29 September, 2020)

    Behavior Changes

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

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

    Framework Upgrade Information

    Tomcat upgraded to 9

    jQuery upgraded to 3.4.1

    Multi Level CAB Approval

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

    To learn more, click here

    Problem Support Group

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

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

    To learn more, click here

    Stage-specific approval

    Added stage-specific approval notifications for service templates.

    To learn more, click here

    Resource summary in notification rule

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

    To learn more, click here

    Announcement Revamp

    Disable Concurrent Login

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

    Password protected file attachment

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

    To learn more, click here

    Resource Management Enhancements

    Issues Fixed

    Requests

    Admin

    General

    11012

    (Released on 22 July, 2021)

    Issue Fixed :

    Vulnerability

    11011

    (Released on 07 January, 2021)

    Issue Fixed :

    Vulnerability

    11010

    (Released on 02 January, 2020)

    Behavior Changes :

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

    Enhancements :

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

    Issues Fixed :

    Vulnerability

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

    Home

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

    Requests

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

    Assets

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

    CMDB

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

    Admin

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

    Reports

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

    General

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

    11009

    (Released on 18 December, 2019)

    Enhancements :

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

    Issues Fixed :

    Vulnerability

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

    Requests

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

    Changes

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

    Assets

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

    Purchase

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

    Admin

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

    Reports

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

    General

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

    11008

    (Released on 12 December, 2019)

    Behavior Changes

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

    Enhancements

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

    Issues Fixed

    Vulnerability :

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

    Home :

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

    Dashboard :

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

    Requests :

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

    Changes :

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

    Projects :

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

    Solutions :

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

    Assets :

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

    Purchase :

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

    Contracts :

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

    Admin :

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

    Reports :

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

    Community :

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

    General :

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

    11007

    (Released on 03 December, 2019)

    Behavior Changes

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

    Enhancements

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

    Issues Fixed

    Vulnerability :

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

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

    Requests :

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

    Assets :

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

    CMDB :

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

    Purchase :

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

    Admin :

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

    Reports :

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

    General :

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

    11006

    (Released on 25 November, 2019)

    Behavior Changes

    • The Recent Items option now has a new icon.

    Enhancements :

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

      Configure Zia under Admin >> Zia Configurations

      Learn more about Zia

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

      Admin >> Service Catalog

    Issues Fixed :

    Vulnerability :

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

    Requests :

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

    Changes :

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

    Assets :

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

    Admin :

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

    Community :

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

    General :

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

    11005

    (Released on 07 November, 2019)

    Behavior Changes

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

    Enhancements :

    • SDF-76315 : Request Details Page Customization

      Customize the Request Details layout by moving around the following :

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

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

    • SDF-57988 : Multi SLA

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

    • SDF-71102, SDF-71096 : Global FAFR

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

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

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

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

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

      Home>>Backup Approver

    • SDF-70808 : Test Mail

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

    • SDF-83181 : SSP Themes

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

    • SDF-78285, SDF-77796 : Template Enhancements

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

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

    • SDF-82631 : View Support Logs

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

    Issues Fixed :

    Vulnerability :

    • SD-82765 : Prototype pollution vulnerability.

    Requests :

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

    Changes :

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

    Admin :

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

    General :

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

    11004

    (Released on 01 November, 2019)

    Behavior Changes

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

    Issues Fixed :

    Requests :

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

    Assets :

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

    Admin :

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

    11003

    (Released on 29 October, 2019)

    Issues Fixed

    Vulnerability

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

    Requests :

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

    Changes :

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

    Projects :

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

    Tasks :

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

    Solutions :

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

    Admin :

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

    General :

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

    11002

    (Released on 11 October, 2019)

    Behavior Change

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

    Enhancement

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

    Issues Fixed

    Requests

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

    Solutions

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

    Admin

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

    Reports

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

    11001

    (Released on 04 October, 2019)

    Issues Fixed

    Request

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

    Asset

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

    Purchase

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

    Contract

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

    Admin

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

    Others

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

    11000

    (Released on 30 September, 2019)

    Behavior Changes

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

      Feature Version 10.5 and earlier Version 11 (ESM)
      Users

      Naming Conventions

      Requesters and Technicians

      Users

      User Additional Fields

      Unlimited

      Maximum limit: 250 across instances.

      AD Import

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

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

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

      Roles

      SDSiteAdmin

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

      Role will be available ONLY when sites are configured.

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

      View Technicians across all sites.

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

      Convert any Technician to Requester.

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

      Associate departments across any site to a Requester.

      Associate departments to Users in sites mapped to SDSiteAdmin.

      Unable to change Requesters to Technicians.

      Change Users to Technicians.

      Advanced Permissions>>Adding Requesters

      Add fine-grained permissions.

      Not available.

      Technicians>>Adding Requester

      Can add new requesters.

      Not available.

      CMDB

      CI Types

      Referred as People, Requester, and Technician.

      Replaced with Users.

      Child CI Types

      Create Child CI types for Requesters and Technicians.

      Create Child CI types for Users.

      API

      Change as Technician

      Unable to change Requesters to Technicians.

      Change Users to Technicians in bulk.

      Operation

      API V2

      API V3

      Requester/ User

      http://localhost:8080/sdpapi/requester

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

      Technicians

      http://localhost:8080/sdpapi/technician

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

      User CI (CMDB)

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

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

      Requester Servlet API

      http://localhost:8080/servlets/RequesterServlet

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

      Technician Servlet API

      http://localhost:8080/servlets/TechnicianServlet

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

      Reports

      Flash Reports

      Available

      Not Available.

      Custom Reports

      Generate Technician-related reports.

      Not Available.

      Self Service Portal

      Requesters are allowed to: Edit/View profile

      The My Details tab available for the Requester.

      Replaced as My Profile and available under the user icon.

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

    New Features

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

    Enhancements

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

    Issues Fixed

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

    Enterprise Service Management (ESM)

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

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

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

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

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

    Feature Single Instance Multiple Instances Feature Update under ESM
    Users

    VIP User

    Configure under Admin>>Users

    Configure under ESM Directory

    Available for all users.

    SMS Mail ID

    Secondary Email ID

    Additional Fields

    Configure under Admin>>Users>>Additional fields.

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

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

    AD Import

    Configure under Admin>>Active Directory.

    Configure under ESM Directory.

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

    CMDB

    Add Users

    Not Applicable

    User Management done only under the ESM directory.

    Relationships and Attributes

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

    Schema changes

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

    HelpDeskCrew

    PortalTechnician

    CrewEscalation

    NILL (Not handled)

    Requester

    UserAdditionalFields and PortalUsers(for ciid)

    Requester_Fields

    NILL (Not handled)

    Technician

    UserAdditionalFields and PortalUsers(for ciid)

    Technician_Fields

    NILL (Not handled)

    Column changes under ESM table schema

    Before

    After

    Table Column Table Column

    DepartmentDefinition

    CIID

    PortalDepartments

    CIID

    SDUser

    AllowedToViewCost

    PortalTechnicians

    AllowedToViewCost

    SDUser

    CostPerHour

    PortalUsers

    CostPerHour

    SDUser

    CIID

    PortalUsers

    CIID

    People

    All columns except CIID

    UserAdditionalFields

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

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

    10515

    (Released on 28 December, 2020)

    Issue Fixed

    Vulnerability

    10514

    (Released on 12 November, 2019)

    Issues Fixed

    10513

    (Released on 12 September, 2019)

    Issues Fixed

    10512

    (Released on 03 September, 2019)

    Issues Fixed

    Requests

    Admin

    Others

    10511

    (Released on 20 August, 2019)

    Enhancements

    Issues Fixed

    Vulnerability

    Home

    Requests

    Changes

    Projects

    Tasks

    Assets

    Admin

    Reports

    10510

    (Released on 06 August, 2019)

    Issues Fixed

    Vulnerability

    Assets

    Purchase

    API

    10509

    (Released on 01 August, 2019)

    Behavior Changes

    Enhancements

    Issues Fixed

    Vulnerability :

    Home :

    Requests :

    Solution :

    Assets :

    Admin :

    General :

    10508

    (Released on 23 July, 2019)

    Behavior Changes

    Enhancements

    Issues Fixed

    Vulnerability :

    Requests :

    Admin :

    Reports :

    Integrations :

    10507

    (Released on 16 July, 2019)

    New Enhancements

    Issues Fixed

    Dashboard :

    Requests :

    Projects :

    Assets :

    Purchase :

    Admin :

    Others :

    10506

    (Released on 03 July, 2019)

    Behavior Changes

    10021

    (Released on 14 May, 2019)

    Issues Fixed

    Request:

    Others:

    10020

    (Released on 6 May, 2019)

    Issues Fixed

    Vulnerability:

    Requests:

    Admin:

    Reports:

    10019

    (Released on 30, April, 2019)

    Issues Fixed

    10018

    (Released on 25, April, 2019)

    Behavior Changes

    Issues Fixed

    Vulnerability :

    Dashboard :

    Requests :

    Changes :

    Assets :

    CMDB :

    Purchase :

    Admin :

    Reports :

    Integrations :

    Others :

    10017

    (Released on 11, April, 2019)

    Issues Fixed

    10016

    (Released on 27, March, 2019)

    Behavior Change

    New Feature

    Issues Fixed

    Home

    Dashboard

    Request

    Asset

    Reports