What's new in ServiceDesk Plus

(Cloud help desk software)
HomeSupportWhat's New

June 14, 2018

June 7, 2018

Requests :

Behaviour Change :

June 5, 2018

New Features : Integrations

Office 365 Calendar Integration :

Jira :

Microsoft Azure :

Outlook add-in :

May 30, 2018

Changes

Assets

Reports

Admin

Contracts

Purchase

May 25, 2018

May 15, 2018

May 3, 2018

April 24, 2018

New Feature: Privacy Settings

April 12, 2018

Requests

Purchase

Reports

Setup

April 6, 2018

April 5, 2018

March 9, 2018

New Feature : Organization Roles

Announcements

February 27, 2018

Change Module

February 20, 2018

February 15, 2018

Change Management - New Features

Enhanced Change Management module with workflow, stage and status, change roles, change templates, enhanced change approvals, and more.

https://help.sdpondemand.com/change-management-overview

Migration

Behavioral Changes

February 06, 2018

Requests

January 23, 2018

Assets :

January 4, 2018

Business Rules

Business rules now comes with enhanced functions and a new user interface. Users can use business rules on requests that are deleted and also to abort any process execution.

Users can now configure Field Update and Notification as custom actions right from the Business Rules Configuration page. The Notification action configured here will be automatically populated under the Custom Actions feature.

http://help.sdpondemand.com/configuring-business-rules-new

Triggers

Triggers are automated workflows that occur when certain conditions of an incoming request are met. Triggers are essentially post database operations and can be used extensively to configure actions independent of requests as well.

Users can now configure Tasks, Notification and Webhooks as custom actions right from the Triggers Configuration page. All the custom actions configured here will be automatically populated under the Custom Actions feature.

http://help.sdpondemand.com/triggers

Webhooks

Webhooks enable the user to call any external URL or API to integrate ServiceDesk Plus On-Demand with any third-party application.

http://help.sdpondemand.com/custom_actions

Behaviour Change

The changes in the default settings business rule configuration will no longer be linked to the configurations in the copy sites once created.

Password Policy

The default password of the users for the verified domain has been changed.

Requests

The Default Settings in the Site filter drop down of Business Rules was not available to the SDAdmin role which is now fixed.

December 8, 2017

Reports

New Folders

  • Reports on All Archived Requests
  • Reports on Archived Incident Request
  • Reports on Archived Service Requests
  • Reports on Request Assessment

New Reports

  • Reports By Request Approver under Reports by All Requests
  • Reports on Change Approver and Approval Status under Report by All Changes
  • Projects by Associated Requests under Report on Projects

Columns added in the New Custom Report

  • Estimated Effort under Tasks
  • Request Mode under Request Metrics
  • Request Group and Request Site under Survey
  • Under Requests
    • Resolved by
    • Requester Email
    • Technician Email
    • Closing Comments
    • Linked Request ID
    • Linked Request Title

Enhancements

November 15, 2017

ESM

Requests:

October 31, 2017

We have now introduced Enterprise Service Management, a functionality that lets you create and deploy service desk instances for your non-IT business functions-like HR, facilities in addition to the IT Help Desk.

With Enterprise Service Management you can,

Along with ESM, we have come up with UI changes, behavioral changes, and rearrangements of the configuration as mentioned below,

More details at the given links.?

https://www.manageengine.com/products/service-desk/enterprise-service-desk-management.html

Help Guide :

http://help.sdpondemand.com/esm

October 25, 2017

Requests :

Date/Time Component :

Projects :

Dashboard Widgets :

September 14, 2017

Requests :

Assets :

You can now

View asset user details, such as Employee ID, Job Title, Email, and Mobile and Phone numbers, on the Asset Details page

Import asset along with associated lease details

Add decimal points to barcode label properties

August 28, 2017

Form Rules :

Form Rules for Incidents & Service Requests with the form fields prefilled with the required values based on the conditions before creation. With the form rules , we can Mandate or Show or Hide fields, can Add or Remove options to a field , can Set value to fields etc., in the Incidents or Service Requests form. This is applicable for the user additional fields too.

http://help.sdpondemand.com/form-rules

Associate Groups to Template :

Option to restrict a template to specific groups to make sure that only technicians of the associated groups can view that particular template.

July 20, 2017

Right to Left support :

Compose, display, and edit text in right-to-left languages such as Arabic and Hebrew. ServiceDesk Plus (Cloud) now extends full support for RTL layouts, including layout mirroring. 'Right to Left/Left to Right' text directional option will be available in all the text editors across the product for all the supported languages.

http://help.sdpondemand.com/personalization

Microsoft Office Connector Card Integration :

The ServiceDesk Plus Office 365 Connector sends activity notifications to the user's Office 365 inbox. These ServiceDesk Plus notifications are sent as actionable messages that users can complete from within Office 365, without having to switch over to ServiceDesk Plus.

http://help.sdpondemand.com/office-365-connector

Assets :

Barcode Scanning :

Scan vendor barcodes and add assets. Generate and print barcodes for new and existing assets.

http://help.sdpondemand.com/barcode-purpose-and-introduction

Accordion for Assets :

Navigate through assets easily. A maximum of 300 Product types will be displayed in the accordion.

SCCM Integration :

Sync asset data with existing SCCM installation in your network.

http://help.sdpondemand.com/sccm-integration

SNMP V3 support :

Scan various SNMPv3-supported devices, such as printers, routers, and switchers.

http://help.sdpondemand.com/configuring-snmp-v3-credentials

Owner suggestion for workstations:

Suggest owner based on the last logged-in information obtained during scan.

http://help.sdpondemand.com/auto-assign

Other asset enhancements :

Reports :

Unable to view data through navigation in the Drill Down Analysis report, is now fixed.

URL Change :

URL will have the portal information appended. i.e. , app/<your portal name>/ will be included in all the existing url(s). The new URL will be as given below : <domain name>/app/itdesk/HomePage.do

URL change for API calls :

API will require the similar URL pattern or it can use x-sdpod-appid as Header Key and Portal Name as its value.

User Role(s) :

Few changes in OrgAdmin and SDAdmin roles between the organization and the app accounts.

http://help.sdpondemand.com/operations-permitted-to-sdadmins-and-orgadmins

July 05, 2017

June 19, 2017

Enhanced Search for Requests :

The newly enhanced Global Search feature for Requests enables users to find information easily. Users can search by fields, dates, and even by terms. Negate search allows you to refine your search by including or excluding conditions. Advanced options include phrases, wildcard, and fuzzy search.

To know more about the search functionality, refer to this help guide.

Performance Enhancements :

Others :

May 16, 2017

Asset Cost Page enhancement :

Enhanced cost details page for each asset, which is summarized as Purchase Cost, Operational Cost, Current Book Value and Total cost of ownership. The Total Cost of Ownership indicates the total sum of all the costs spent on purchasing the asset, asset's operation and disposing it. It also includes the component cost. Service cost, Move/Change cost and others costs will be added as Operational cost. For more details, refer our online admin guide.

Asset Notifications:

Requests:

Reports :

April 26, 2017

For the first time, you can customize your dashboards page by adding new dashboards and widgets. You can organize a dashboard by rearranging and resizing the widgets. You can add widgets across modules such as Helpdesk, Assets, Projects, Problems, Change, etc., under a new dashboard. You can also add URL widgets to the dashboard with links to your organization's intranet page or resource page. You can group widgets to accommodate more widgets in a single dashboard. With the Private and Public dashboard options, you can control who views your custom dashboards/widgets. To know more about dashboard customization, refer to this help guide.

Editor :

Reports :

April 4, 2017

Module Configuration :

We have introduced new default roles in-addition to the existing roles. These roles when assigned will enable the technicians to perform configurations seamlessly. The roles are HelpdeskConfig, AssetConfig, AnnouncementConfig, ContractConfig, and PurchaseConfig. Please refer to the help guide to know more about the privileges of each role.

March 2, 2017

Searchable drop down list for Site, Department & User, Product Name or Model in Asset and Workstation has now been provided.

Performing search in Asset Global Search and followed by the Edit action will now be taken to the respective resource page.

Asset count will now be shown individually in Asset Dashboard, IT & Non IT Assets.

Probe scan will now work in Windows 10.

Probe was not taking the job, if the job status is shown as Job Delivery failed. This is fixed

Issue where a pick list type Project additional field failed to show the values is now fixed.

Issue in displaying the default font size in the Editor is now fixed.

Issue in importing Workstation(s) is now fixed.

February 16, 2017

Sorting issue in displaying data in Groups, SubCategory, Item is now fixed.

February 8, 2017

Probes and Discovery:

A new option called 'Credential Library' has been added to 'Probes and Discovery'. Technicians can now configure new scan credentials, edit them in a single place and this will be mapped to the associated networks and assets. Credentials previously configured will be migrated automatically to the Credential library. Please refer this help document for further information on this feature and the migration process.

Assets:

January 19, 2017

Tasks :

Tasks could not be closed in cases where the estimated effort was enabled in the task closure rule and its value was set to '0'.

Task dependencies will henceforth be captured in the module's history.

Issue where the tasks were reopened on edit when the Task closure fields were violated, is now fixed.

Bulk closure of Tasks will henceforth work based on its dependencies.

Requests :

The description from the request template did not get copied when a request was created via API.

Issue where editing notes removed all the styles applied to it, is now fixed.

January 9, 2017

Track a technician's effort with the Work Log Timer: Technicians working on a request can activate the timer to track the time spent on each request. Different timer icons represent if the current technician, some other technician, or no technician is working on the ticket. For the Work Log Timer icon to appear in the list view, select it in the Column Chooser under Table Settings.

Identify incident and service requests easily: Incident and service requests are now available on the Request List View with representative icons.

View requester mails in queue: The number of requester mails awaiting the technician's response on a request is now displayed in the notification area.

Be warned of an approaching SLA: A yellow flag next to the due by time appears when 70% of the total SLA time for completion is exhausted.

Get all task-related information at a glance: All tasks under a request are displayed in the list view. A mouse over on the tasks displays details such as the total pending tasks, completed tasks, and assigned tasks. For the Tasks icon to appear in the list view, select it in the Column Chooser under Table Settings.

Monitor SLA timelines: The list view displays useful SLA timeline information such as time left until SLA breach and time elapsed since SLA breach. The Due by column has now been renamed as Due by Date. For the SLA information to appear in the List View, select the Due by field in the Column Chooser under Table Settings.

Allow requesters to view all requests: Configure admin settings to allow requesters the option to view all requests.

Access merged and archived requests easily: Requesters and technicians can now search through merged and archived requests by preceeding the request ID with a hash tag (#). Note that this facility is available only on requests merged after this release.

Serve your requester better: The Last updated time will also be updated for the latest assigned time of requests and the time of last reply to a request by a technician/requester.

Make ticket conversations and notes public or private: Technicians now have the option to mark the replies and forwarded mails as public or private. The technician can selectively expose some replies or forwarded mails to the requester by toggling the Lock icon. A check box on the reply and forward form allows the technician to mark the mails as private or public. System notification mails to the technician, such as request assignments, escalations, and group notifications, are by default set to private and are hard-coded. And, Email-cc users mails are public and hard-coded. Settings that are hard-coded cannot be changed. A clickable lock icon is now available to modify the privacy settings for the notes attached to the requests.

Hide or show approval information to requester: The Self-Service Portal now provides you an option to hide incident approvals to the requester. The approval information is hidden by default. The technician can modify the settings in the Self-Service Portal to allow the requester to view all approval-related information. For service requests, this approval visibility option can be enabled in the service request template.

Asset state change: It was not possible to change the state of assets whose owner details have been modified through import. This is now fixed.?

Bulk allocate software licenses in a site: Bulk allocating software licenses associated to a site was not possible. This has been fixed.

Enhanced date-time component: Pick date, hours, and minutes in one go.

SMS Gateway API ID : API ID for Click-a-tell will now support alpha-numeric characters

Timezone : Difference in Timezones between your system and the help desk if any will now be displayed at the top right corner.

November 5, 2016

Home

Request:

Admin:

Projects:

Contracts:

Purchase:

Reports:

October 14, 2016

October 7, 2016

October 6, 2016

September 15, 2016

Projects

Reports:

Tasks:

The User Interface for the Dependency Mapping feature has been enhanced for tasks within Requests, Problems, Changes and Milestones of Projects module.

September 7, 2016

The 'Close Request' and 'Survey' links prompted a login popup and displayed error messages previously which is now fixed.

August 23, 2016

July 30, 2016

Request Assessment

Want to know why a request took too long to get resolved? We have introduced the new Request Assessment feature that lets you view the specific details in the form of a graphical as well as textual representation. More details can be seen here.

Note: The feature is applicable only on requests created after this release.

Reports

New reports based on the request assessment

  • Average Response and Resolution Time based reports
  • Reports on Request Metrics based on groups, technicians and more

FCR

Requests

The 'Time Spent' and 'Time Elapsed' fields have been interchanged to present the precise meanings. Below is a brief explanation

Time Elapsed

Time elapsed is the time for which a request was effectively open. It is the time between the time of creation and completion of a request, excluding the non-operational hours and on-hold time.

Usage

Time Spent

Time spent represents the effort put in by the technicians working on a request. It is determined by the work logs added by all the technicians who have worked on the request.

Usage

Admin

Asset

July 1, 2016

Business Rule(s) for Service Request :

Business Rule is now available for Service Requests as well. It will work in the same way as Business Rule for Incidents. It will be a site based setting and follow the same principle as that of Incident. There are separate lists of Business Rule for Service Request and Incident Requests.

Copy Template :

Copy Template option has been introduced in Service List as well as Incident List views. Templates can be copied from Service list to Incident list and vice versa. Also, edit template option has been added inside the Action tab.

The copy limit is presently set at 5. Copying a template will add "_1" to" _4" as suffix in name. Default names will be taken from the template to be copied, with "Copy_" as prefix. When copied from Service to Incident workflow , resource(s) will be discarded.

Search Service Template :

Option to search service template names has been introduced in Service Category list view. When clicked on a template, it will open its Edit form directly.

Preventive Maintenance Task :

You can now attach files while creating or editing a PMT. Also, you can conveniently add resolutions while doing the same by accessing the newly introduced Resolution field. Resolution will be copied if it is added in the Incident Templates.

Requests :

Problem :

Issue in not being able to change/set Table Settings in the Incident View while attaching incidents to a Problem has been fixed.

Change :

Requester Name not being displayed in the Edit form of Change Module [though the requester name is retained internally] has been fixed.

Asset :

Option to create Incident/Service Request from any workstation/asset/component has been introduced. It is available under the Actions menu of the Asset details page.

Performance Enhancement: You can now Search for assets while adding or editing a change, problem or asset in the corresponding modules. This will also reduce the page loading time.

Reports :

Workstation :

General :

Apr 19, 2016

Apr 12, 2016

Mar 21, 2016

Feb 15, 2016

SLA

Solution

Requests

Request, Problems, and Changes

Survey

SetUp

Contract

Jan 11, 2016

Dec 30, 2015

Nov 17, 2015

Oct 23, 2015

New feature IT Project Management Released

Tasks :

Requests :

Work log :

Sep 25, 2015

Aug 12, 2015

July 29, 2015

July 02, 2015

June 18, 2015

June 16, 2015

June 02, 2015

May 20, 2015

April 28, 2015

April 15, 2015

April 07, 2015

March 26, 2015

March 20, 2015

March 13, 2015

The envelope icon in the Requests list view page will be set to green colour on a technician's reply and not when automated system notifications are triggered.

March 5, 2015

Provisioning tool :

  • Provisioning tool can now auto update itself. Replace your old provisioning tool with this new tool to automatically avail future updates.

Requests :

  • Remote control is now available in the request page. You can initiate a remote control session with a requester through email or can directly take control of the requester's asset. To directly take control of the requester's asset, remote control add-on must be purchased.
  • Service requests and purchase orders can be associated with each other.
  • If a technician replies to a request from his email notification and includes the requester's email id in the to/cc list, the reply will be treated as a response to the request. If it is a first response, then the first response time will be updated.

Customization :

  • You can now configure default status names such as Open/Closed/On-Hold/Resolved and can localize. [Note: The custom/default reports and the custom filters also need to be edited and reconfigured to reflect changes, when editing/changing the default status names.]

Notifications Rules :

  • Notification options have been added to notify group members, when a request in their group is updated. Options have been added under
    • Groups --> Add/edit group name
    • Automatiom --> Notification rules
  • A notification option has been added to notify the requester when his request is assigned to a technician.
  • Customized templates have been added for the following notifications
    • Problem: Notify the corresponding incident's technician\requester
    • Change: Send notification
  • Reminder emails for requests, problems, and changes will now include the corresponding entity links.

Purchase :

  • Purchase order number field now supports alphanumeric characters.

Mail Server Settings :

  • A new option has been introduced to disable new requests from being created through emails, thereby requester would not be able to create new requests by sending emails, but existing requests will be appended properly for email replies as conversations.

Roles :

  • Administrator can allow or restrict technicians to edit/delete notes by assigning a new restriction permission "edit/delete own notes" in the roles section.
  • Administrator can allow or restrict technicians to edit closed tickets by assigning a new restriction permission "editing closed requests" in the roles section.
  • Inconsistency in displaying holidays in other time zones has been fixed
  • Spacing issues in the content of the auto notifications which are appended as conversations in the request module have been fixed

Feb 13, 2015

Previously, when users logged in to their self service portal, frequently used solutions and service templates for which they did not have access were restricted through an alert. Now, these solutions and service templates have been prevented from being listed.

Jan 28, 2015

Import data from Google Apps option is now available for the Trial edition.

An error occurred when trying to download duplicate attachments containing underscore special character in thier file name.

When a request was resolved and an email notification was sent to the requester

Jan 16, 2015

When 'Alert(or Notify) Technician by Email when there is a new reply from the requester' notification is enabled and when the technician is notified, requester description will be appended to the notification.

When editing an existing contract that had user additional fields added after creating it, an error occurred.

Jan 09, 2015

Approvals tab of service request details view:

Option to add multiple approvers across different stages and save configuration.

Option to separately send out approvals to configured individual recipients along with a customizable subject line and description.

Dec 31, 2014

Enhancements

Organizational theme settings has now been extended to these additional areas

Bug Fixes

All system folders were listed in the reports list view irrespective of the subscribed edition. For example, system folders pertaining to the problem and change modules were listed even though the user was listed as a standard edition user.

Dec 24, 2014

Bug Fixes

Dec 19, 2014

Enhancements

Purchase order additional fields that were earlier displayed in the quick view pane of purchase order details view have now been moved under the general information section of purchase order tab.

The length of Base DN field present in the add/edit windows domain pop up has been increased to 250 characters.

Bug Fixes

When logging into the application in compatibility mode using Internet Explorer browser, the company logo partially disappeared.

Dec 15, 2014

Bug Fixes

Dec 09, 2014

Enhancements

On the conversations tab, click on the attachment icon present in the subject line of any conversation and it will directly take you to that respective attachment.

On the quick view pane of the request details page, when you associate a request, problem or change to an existing request, you will now see an new pop out icon. Clicking on this icon will lead you to the request, problem or the change that you wish to link to the existing request.

Bug Fixes

Inconsistent organization logo size in the login page.

Dec 04, 2014

The new user interface has been rolled out and it comes with several new features, enhancements, and bug fixes. Below is a list of bug fixes and features that have been added.

Bug Fixes

Nov 19, 2014

New UI and Enhanced Features

Function Shortcut key
New Request
alt+w
Quick Request
alt+q
Go to Request
alt+r
New Problem
alt+p
New Change
ctrl+alt+c
New Solution
alt+s
New Technician
alt+j
New Requester
alt+u
New Announcement
ctrl+alt+a
New Task
ctrl+alt+t

For detailed information and screenshots click here

June 09, 2014

Bug Fixes

The following issues are fixed:

March 14, 2014

Enhancement - Sites in Problem and Change Modules

We have now introduced the concept of Sites in the Problem and Change Management modules too

When converting an incident to a problem or a change, the site information in the incident is automatically applied. This helps you to filter problems and changes by site. You can also ensure that technicians view only those problems and changes in their associated sites by defining appropriate permissions in Roles. If no site is mapped to a problem or change it will be marked as being in ‰ Not in any Site?

How does this new enhancement impact existing problems and changes?

All existing problems and changes will now have the Site assigned to 'Not in any site'. If a technician is unable to view an existing problem or change ( that he was able to see earlier ), you need to map him to ‰ Not in any Site?

Bug Fixes

1. Default timeout during Mac OS scans was 3 minutes for SSH connections resulting in timeouts in certain cases. This is now made configurable and the default timeout can be set by giving ssh_timeout value in probe.pros file

Feb 05, 2014

New Feature - Live Chat Integration

We are happy to announce the availability of the Live Chat Add on with ServiceDesk Plus On-Demand. With this feature, end users can engage in real time conversations with technicians in IT Service Desk teams. 304A few cool features include:

The Live Chat Add On is priced at $6 per technician per month available across editions and all customers are offered a free 30 day trial. To activate your Live Chat trial, go to Admin and under ‘ General’, click on ‘ Chat Settings’304 and click ‘ Try Now’. For any help, you can refer to detailed documentation available here.

Jan 29, 2014

Behavioral Change - Authentication mandatory for Outgoing Emails

We rolled out a release yesterday where we have made the Authentication check for Outgoing mails to be mandatory. The existing setup would continue to work for all the customers without any issues and this change will take into effect only when you try to edit and save the mail server settings. 

The reason why we have taken this step is to tighten security. Open relays without authentication can be used by spammers. In order to avoid spamming, most Internet Providers disallow open relays. If a mail server is detected to allow open relaying or is reported to use open relaying, the service provider would black list the mail server. If you require any assistance, please contact support at servicedeskplus-ondemand-support@manageengine.com


Dec 13, 2013

Enhancements

We have added a new column called ‘ Id’ in the Survey Results list view and ‘ Request ID’ in Survey Reports for easier identification of requests.

Bug Fixes

The following issues are fixed:

Dec 05, 2013

Enhancements

Worklog Permissions in Technician Role

You can now define Worklog permissions ( View, Add, Edit 304and Delete) on the304 Request, Problem and Change module while defining Roles for technicians.
All Worklog permissions are enabled by default for the SDAdmin, SDChangeManager, SDCo-ordinator304 and SDSiteAdmin roles. You will have to explicitly enable worklog permissions for other custom roles that you define. You can also decide if technicians can add 304Worklogs 304for closed tickets by going to the Self Service Portal settings in the Admin and selecting the appropriate option under ‘Do you want to prevent add worklog for closed Requests/Problems/Changes ?


For existing customers,

Bug Fixes

The following issues are fixed:

Nov 22, 2013

Enhancements

The Text field for answers in the Service Catalog Resources section is enhanced to a Text Area to support more characters.

Bug Fixes

The following issues are fixed:

  1. The ‘Reply from Requester’ notification to technicians did not work when the end user replied from the Self Service Portal.
  2. Report information in scheduled reports did not update correctly after edit.
  3. Multiple tasks in Service Request Template were assigned to the same technician even when this was not configured in the template.

Nov 08, 2013

New Feature - Custom Application Platform in ServiceDesk Plus On-Demand

We are happy to announce the availability of the Custom Application Platform with ServiceDesk Plus On-Demand. With this new feature, you can now create a variety of online custom applications for process automation from within your web browser that end users can access from their Self Service Portals.  All this within minutes and with no programming required. You can design anything from Conference Room Booking application, Leave application, Procurement application with tiered approval mechanism or just about anything in your organization want to automate and integrate with your service desk. 304
To activate your free 30 day trial of the Custom Applications platform, go to Admin and under ‘ General’, click on ‘Custom Apps’.To get started with creating your first custom app, visit the help documentation here.

Oct 31, 2013

Enhancements

Bug Fixes

The following issues are fixed:

Oct 16, 2013

Bug Fixes

The following issues are fixed:

Oct 10, 2013

Enhancements

Linking Requests

You can now link requests and create Parent - Child relationships between them. Not only can you link requests to one another but you can also perform certain common operations such as adding notes and creating resolutions across linked requests. You can find more details in our help documentation here.

linkrequest
link requests

Bug Fixes

The following issues are fixed:

Sep 24, 2013

Enhancements

Technicians can now be converted to Requesters: In the Technician List View, select the technician you want to convert as Requester. Click Actions and select ‰ Change as Requester?.

Bug Fixes

The following issues are fixed:

Sep 19, 2013

Enhancements

The Provisioning App can now be used with LDAP Servers like Lotus Domino, Open LDAP, etc

Bug Fixes

The following issues are fixed:

Behavioral Change

Assets of Type Sever will have the Product Name as Model similar to Workstation while adding/editing a server.

July 31,2013

Enhancements

Push Notifications in Android App

We have now enabled Push Notifications for the Android App. If you use the Android native app, going forward,based on the chosen notification rules( Admin-->Notification Rules), technicians will receive push notifications in addition to email notifications for the following : 

Email CC Autofill for Requesters

Requesters will now be able to see the Autofill function in the Email CC field in their templates

July 18,2013

Enhancements

Push Notifications in iOS App

We have now enabled Push Notifications for the iOS Apps. If you use the iPhone/iPad native app, going forward,based on the chosen notification rules( Admin-->Notification Rules), technicians will receive push notifications in addition to email notifications for the following : 

Bug Fixes

The following issue was fixed:

July 16,2013

Enhancements

Organization Logo

As a step further in helping you to ease the customization of ServiceDesk Plus On-Demand for your organization we have now provided the capability to specify your organization logo in one single place and include that in the invitation emails sent out to users.
Going forward, you will be able to upload/change custom images (logos, etc.) only in the’ Organization Details’ section under Admin. This image will be used in the Portal, Headers, Purchase Orders, Reports and the Invitation emails. Please note that only the Organization Admin(who has User Management permission) can upload/change custom images in the application.

For existing customers,

July 09,2013

Enhancements

The questions and resources in Service Templates will now be in the order as added by the user( technician) . Previously resources were added in alphabetical order.

June 26,2013

Enhancements

1. Service Request Approval Status Tab for Requesters : You can now let your requesters view the approval status of their Service Requests at each stage. This configuration is specific to each Service Request Template. If you would like the requesters to be able to view the approval status for a particular type of Service Request, edit that Service Request Template and in the Workflows tab, enable the 'Show approval to requester'  checkbox.

2. IE 10 Support: We now offer full support for ServiceDesk Plus On-Demand in IE 10

3. Turkish Language Support: ServiceDesk Plus On-Demand is now available in the Turkish Language version.

June 13,2013

Enhancements

  1. Email CC option for Incident and Service Request templates
    You can now include specific people to be copied for auto communication on creation/resolution/closure for an incident or service request. All you need to do is go to the respective incident/service request template and drag/drop the 'E-Mail Id(s) to Notify' field on the left hand side onto the template. You should also enable and configure "E-mail Cc users" notifications under Notification Rules.
  2. email cc incident requests
  3. Please refer to detailed documentation for  Incident  Templates and Service Request Templates.
  4. Survey Score and Overall Rating (%) included in Survey list view and in Reports
  5. Lease Start and Lease Expiry fields have been included in Reports.
  6. It is now possible to set default passwords in the Provisioning App during user import when SAML authentication is not used.
  7. New APIs introduced:  GET_GENERAL_SETTINGS - Retrieves all the general settings of the user and    GET_REQUEST_FILTERS - Retrieves all the request filters available in the application
  8. Technician conversations in requests can now be forwarded.

Bug Fixes

The following issues are fixed:

  1. Organize Tasks' in Incident Template would show only 25 tasks.
  2. Selecting multiple tasks to organize threw Input Length errors.
  3. Location field in Assets was set to empty when the Resource state was changed to 'In Use.
  4. Scheduled scans did not happen when there were only Domains and no Networks associated with Probe
  5. Request History view in Requester logins showed all information including technician notes. This is now restricted to show only Status Change, Merge and Split.

May 13,2013

Bug Fixes

The following issues are fixed in today's release:

  1. Technician List did now show in the Standard Edition.
  2. During request edit, the technician names were repeated in Technician List when there was no Site or Group in the Request.
  3. Submitting the change approval through the mail link threw permission error.
  4. In the absence of Group and Site in the Request Template,updating ticket details marked the ticket ' Unassigned'.
  5. AD synchronization caused approval permission being over written in user profiles.

May 02,2013

New Feature

Service Catalog

We have now released the Service Catalog feature in ServiceDesk Plus On-Demand. With the Service Catalog in ServiceDesk Plus On-Demand you can now document and publish the range of services offered by the IT ServiceDesk to the end users in the organization.

The Service Catalog helps to

You can get an overview of the Service Catalog here .You can get started with configuring the Service Catalog for your organization here and define Service Catagories, SLA and Service Items in your Service Catalog.

Note : For existing customers, please note that your Default Request Template will now be listed as 'New Incident' template in the application under the ' Request Catalog' button.

Also this feature is available only in the Enterprise Edition of the application.

Enhancements

Requests Auto Refresh : We have also rolled out the Auto Refresh Feature in ServiceDesk Plus On-Demand. You can now choose the Refresh Frequency in the Requests List View Page to be 3, 5, 10 or 30 minutes.

Reports: You can now pull reports on Requests based on the Assigned Time and Approval Status.

For the Requesters, the 'Reply' Icon option is now available in the column chooser

Apr 19,2013

Enhancements

  1. New look and feel for the Requests List View in the Android App.
  2. Add/Edit worklog in the Android App now includes incident cost, total charges based on Cost per hour calculations.

Bug Fixes

The following issues were fixed:

  1. IE10 Windows Scan( using Activex) threw errors.
  2. Android App crashes while changing Site and Category.
  3. Google Apps and SAML login issues in the Android App.

Mar 23,2013

New Feature - Android App for ServiceDesk Plus On-Demand

We are happy to announce the availability of the native Android App for ServiceDesk Plus  On-Demand. You can download the app at
Get it on Google Play

With the new app, your technicians can access your IT ServiceDesk on the go using their Android Mobile Phones helping them create, update and resolve tickets anytime from anywhere. Not only that, technicians can also mark time spent entries on tickets, add notes, reply to end users from within tickets and view tickets on pre-defined filters. We believe that the Android App for ServiceDesk Plus On-Demand would help you respond to and resolve tickets faster increasing IT helpdesk efficiency and improving end user satisfaction.

The key features of the app are summarized below

Mar 21,2013

Bug Fixes

Changes to the schedule in Preventive maintenance tasks did not get updated. This was fixed.

Feb 28,2013

Bug Fixes

Caching issue while adding new templates was fixed.

Dec 28, 2012

New Feature - Remote Control

ServiceDesk Plus On-Demand introduces Remote Control Add-on feature for screen sharing between technicians and end users in different locations with Zoho Assist. The feature is agentless, so there is no need to deploy and run agents in each system. Supported operating systems include Windows, Linux and Mac. For more details click here.

Enhancements in User Management

A new role Organization Admin is introduced. From now onwards Technician having this role will have the complete User Management Privileges as listed below,

  1. Add/Delete Users(both Requesters and Technicians) with Login permissions
  2. Enable/Disable Logins for Users(both requesters & technicians).
  3. Assign roles for Technicians
  4. User Management using Provisioning App.

There can be any number of Organization Admins. Only the Technician with SDAdmin role can be made as Organization Admin

Note : In case you are using the application already, please note that the Super Admin ( the email address with which you signed up for the current subscription) will now be an Organization Admin.

Enhancements in Probe

Probe will always have a secure connection with ServiceDesk Plus On-Demand server so that jobs will be immediately given to Probe. Hence make sure the Probe system has access to https://dms.zoho.com

Bug Fixes

  1. Login screen in spanish and Japanese language had some special characters.
  2. Occasionally, the system user getting updated with any other existing organization user during delete and syncing users using Provisioning App.

Purchase Order Enhancements

Nov 23, 2012

Bug Fixes

The following issues have been fixed in today's hotfix:

  1. The Change Approval action taken mail had the incorrect technician name.
  2. Special characters in email subjects were incorrectly displayed.
  3. $Request link in the notification email referred to an incorrect URL.  
  4. There were issues with scanning Assets having the same Service Tag.

Nov 14, 2012

Bug Fixes

The following issues have been fixed in today's hotfix:

  1. Complete threaded conversation did not appear in the Reply template while using the $Description variable.
  2. In Group Add/Edit - Adding technicians in the group notification email list caused alignment issues.
  3. Error while adding Pick List items[for additional fields] due to restricted character count .

Oct 11, 2012

Enhancements

1. New UI for Additional Fields

We have changed the way you can add new additional fields in ServiceDesk Plus On-Demand.  From a tab based view provided earlier, we have moved to a list based view for easy creation and management of additional fields.
You can refer to the Request Additional Fields help document here to see how you can create, view, edit and delete additional fields in the application.

2. Additional Tasks in Request

You could choose up to 10 tasks to be executed when a request is raised. We have now increased this limit to 50.

Sep 25, 2012

Bug Fixes

The following issues are fixed in today's hotfix:

  1. When a request previously assigned to and viewed by a technician was changed to ‘Unassigned’ by modifying the site or group, the request subject did not appear in bold in the Request List View.
  2. Change approver when clicking on the email link to approve the change was unable to view attached documents in the change as the link was missing.
  3. The first 500 characters in the content of the Subject in each solution will now be shown on the tool tip.
  4. Auto Close option did not work for requests in the ‘Resolved’ status created through Preventive Maintenance Tasks. 

API Enhancements

We have provided new APIs for the bulk operations on requests: Pickup, Assign, Merge, Close and Delete. You can detailed information here.

Sep 10, 2012

New Feature - Asset Depreciation

We have rolled out the Depreciation feature for Assets in ServiceDesk Plus On-Demand. Depreciation calculation on used assets that decrease in value over time helps in useful financial reporting. You can configure depreciation either at the product level or the asset level. The following methods of calculating asset depreciation are currently supported:

  • Declining Balance
  • Double Declining Balance
  • Straight Line
  • Sum of the Years Digit

For more details, please refer to the help document here 

Bug Fixes

Tickets that were in the ‘On Hold ‘status were flagged for SLA violation. This is now fixed.

July 23, 2012


Enhancements

Bug Fixes

The following issues are fixed in this release:

July 2, 2012

New Features:

Software Asset Management - Additional Software License Types

ServiceDesk Plus On-Demand now supports additional license types for Software Asset Management apart from the currently available ‘Individual’ and ‘Enterprise’ license types. The entire list is given below:

You can find more details of adding a license here.

Software Asset Management - Software License Agreements

You can create software license agreements and associate them to software licenses. You can attach softcopies of the agreement and add Purchase and Invoice details. You can set the Agreement Expiry Notification to go out to selected users a specified number of days before the agreement expiry. Like software licenses, you can edit and delete software license agreements and print them out too.

Bug Fixes

The following issues are fixed in this release:

May 15, 2012

Automatic Import of Users and Synchronization with Active Directory

We have rolled out a new version of the Provisioning App that offers a better way of importing Requesters in ServiceDek Plus on-Demand from your Active Directory/LDAP. Not only that, with the Provisioning App, you can automatically synchronize SeriviceDesk Plus On-Demand with your Active Directory by running the Provisioning App as a Scheduled Task in Windows to automatically add, update, disable or delete users from ServiceDesk Plus on-Demand on a periodic basis.

You can find more details of the Provisioning App here. For details on configuring AD SSO for your ServiceDesk Plus On-Demand instance please see here.

April 20, 2012

Enhancements

1. Survey Translation

Admins can now translate survey questions in a language of their choice to be sent to the requesters. The following 14 languages: Brazilian Portuguese, Chinese, Dutch, English, French, German, Italian, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish and Traditional Chinese. For more details , please refer to http://ondemand.manageengine.com/service-desk/help/admin/defining-a-survey.html

2. Site Deletion

While trying to delete a Site in the application, an alert is shown to the technician asking if existing Requesters, Probe, Assets, Request Template and Preventive Maintenance tasks associated to that Site need to be associated to another site. You can also choose to not select any site and move the existing Site associations to ‘Not associate to any Site’.

Bug Fixes

March 21, 2012

ServiceDesk Plus On-Demand Hotfix

Compatibility with Firefox 11

We released a hotfix today that has made ServiceDesk Plus On-Demand browser compatible with Firefox 11.

Other Updates

  1. Technicians can now choose to notify Approval senders( technicians) of Approval action ( approved or rejected) in the Requests module.
  2. Issues in saving the Requester Canvas in the Request Template have been fixed.

March 14, 2012

Purchase Order Enhancements

We have rolled out some enhancements to the Purchase Order ( PO) module in ServiceDesk Plus On-Demand. 

  • A new PO approval mechanism: The existing PO approval mechanism in ServiceDesk Plus On-Demand stands changed. The single level approval system is replaced by what is called a ‘multistage, multiple approver’ PO approval mechanism.  You can create up to 5 stages of approvals with multiple approvers (requesters or technicians) in each stage. Please click here to find more details of the changed approval mechanism.
  • Add Invoice details to a Purchase Order
  • Add Payment details to a Purchase Order
  • Configure email templates for purchase order approval notifications.

What this means to your existing POs in the application

All your existing PO approvals will be seamlessly moved to

Stage 1. Let us explain with a scenario:

Assume there is a PO existing in the system pending approval from two approvers, Cathy and Jimmy . Here's how the screen would look now :

In the new PO approval system, here's how the screens would look for three different cases of the scenario:

Case 1: Both Cathy and Jimmy have not approved the PO yet

In case both Cathy and Jimmy have not approved the PO yet, the status of the PO is ' Pending Approval'

Case 2: Cathy has approved the PO while Jimmy's decision is pending

In case Cathy has approved the PO while Jimmy's decision is pending, the status of the PO is ' Approved' since one of them has approved the PO.

Case 3: Cathy has rejected the PO while Jimmy's decision is pending

In case Cathy has rejected the PO while Jimmy's decision is pending, the status of the PO is ' Pending Approval' since only one of them has rejected the PO. The final status of the PO depends on Jimmy's decision to approve or reject it.

Request Template Enhancement

Mark any Request Template the ‘Default Template’

You can now make any Request Template that you create, the DEFAULT template. Just go to Admin » HelpDesk » Request Template
In the list view, select any template and click on the ‘Make Default’ button. The template selected will now become the Default Template.

In the screen shown, ‘My Template’ a Request Template has been made the default template and hence is indicated by a small icon.

Bug Fixes

February 13,2012

API

The ServiceDesk Plus On-Demand API allows for the integration of ServiceDesk Plus On-Demand with applications for network monitoring, intranet web applications and other third party SaaS applications. The API currently provides integration points to various help desk modules including Requests, Incidents, Users, Notes, Worklogs and a host of other Administrator functions like Site, Category, Status, Level, Priority, Mode, Impact, Urgency, Request Type and Request Templates. The ServiceDesk Plus On-Demand API supports XML and JSON formats and is programming language-neutral allowing developers to create applications in a language they are familiar with.

Please refer API document, click here to get started

Native iPhone App

ServiceDesk Plus On-Demand now has a native iPhone app that iPhone users can use to access and manage their IT help desk tickets on the go. iPhone users can create, update, assign, communicate with ticket owners and close tickets from the app. Other functions include the addition of ticket resolutions and work logs, search capability and customizable ticket views. More details of the app can be found at http://ondemand.manageengine.com/iphone/

Enhancements

1) Work logs

January 01, 2012

Flash based Dashboard

You can now make any Request Template that you create, the DEFAULT template. Just go to Admin » HelpDesk » Request Template
In the list view, select any template and click on the ‘Make Default’ button. The template selected will now become the Default Template.

In the screen shown, ‘My Template’ a Request Template has been made the default template and hence is indicated by a small icon.

We have just rolled out an improved and better Flash based dashboard for ServiceDesk Plus On-Demand.

The 'Global view' has become the 'Dashboard' with 3 separate sections for:

The Request/ Incident Dashboard is a lot more comprehensive and includes these important additional details:

Open and OnHold Request Views in filter will now also include Custom Statuses created in the application.

Enhancements

Opening Incident Details from Problems and Changes
You can now open actual Incident details from associated Incidents section in Change and Problem details. Earlier the Incident details were loaded at the bottom section. An additional column is now added which would open actual Incident details page.

View technicians associated with Role
You can now view the list of technicians who are configured for a given role. This is available in Admin » Roles section.

Country Included
Azerbaijan is included in the options to select the country name while creating a site.

Bug Fixes

1) Asset Additional fields imported through CSV would not be updated correctly. This is now fixed.

2) Issues (Server Errors) in opening attachments in the mail sent for request approval is fixed.

3) Unread requests were not highlighted in bold in the Request List View. This is fixed.

4) Domain text field under Self-Service Portal Settings could not be edited and this is now fixed.

5) Site field did not appear in the Request view column chooser for the Standard and Professional editions. This is fixed.

6) Issue in displaying technician leave details for users in other timezones fixed.

October 28, 2011

New Features

1) Mobile Interface for ServiceDesk Plus On-Demand

You can now carry your IT help desk in your pocket! ServiceDesk Plus On-Demand can now be accessed on a variety of devices as Android phones, iPhone and iPad. The platform independent mobile interface enables you to access critical Incident management functionality without installing anything. Customers can now enjoy speed and flexibility in reporting and resolving incidents without being chained to their desks. The Mobile interface can be accessed through the mobile browser on typing the url http://sdpondemand.manageengine.com/mobile

2) Multilanguage Support

ServiceDesk Plus On-Demand is now available in 12 different languages: French, German, Spanish, Russian, Dutch, Norwegian, Portuguese, Swedish, Italian, Polish, Chinese and Taiwan Chinese. You can choose your language when you first log into the service or change it midway at the click of a button.

3) New Asset Scan Capability

Network Device Discovery now added to Asset Scan

The probe for asset discovery so far could scan workstations across Windows, Linux and Solaris environments. The probe now has capability to automatically discover assets like printers, routers, switches, etc. using SNMP.

Scanning OUs (Organizational Units) from Active Directory

If you do not want to scan the entire domain and instead want to scan only an OU, you can provide a base DN in the Domain Scan page.

4) First Response SLA

With the First Response SLA feature, you can now specify the time within which a request needs to be responded to, in terms of days, hours and minutes.  You can also escalate the ticket to other technicians and/or the owner if the ticket has not been responded to within the specified time limit. You can also pull reports based on First Response SLA.

Enhancements

1) System Log

The System Log is can now be exported to an XLS or CSV file.

2) Calendar Customization in Self Service Portal Settings

You can now customize the calendar view in the Self Service Portal Settings by selecting the start day of the week from a drop-down. The selected day will be considered the starting day of the week in all the calendar views. 

3)  Action on email replies from requesters to closed requests in Self Service Portal Settings

When the requester replies through E-mail to the closed requests you can configure the application to take one of the following:

4) Requester action on request tickets in Self Service Portal Settings

From their Self Service Portals, requesters can now perform the following actions on tickets raised by them:

5) Stopping the timer for requests awaiting approval in Self Service Portal Settings

It is now possible to configure the system to stop the timer for those tickets that are awaiting approval. If stop timer is enabled, timer will be automatically stopped for requests. You can also configure the status that must be set while the request ticket awaits approval.

6) Business Rules and SLA with Empty Criteria

You can now add and execute Business Rules and Service Level Agreements without selecting the criteria. These Business Rules and Service Level Agreement are executed when none of the request values satisfy any parameter criteria mentioned in other Business Rules and Service Level Agreement.

7)  Due by Time for Reopened requests in Self Service Portal Settings

For reopened requests, the time frame in which the ticket moved from the ‘Closed’ to the ‘Open’ state is now added to the ‘Due by’ time of the request.

8)  Site Information in Request Details Page

Information on the request site can now be viewed from the request details page without any configuration by just clicking on an icon next to the site name.

Bug Fixes

1) Individual technicians could not customize the Request List View Columns according to their preference. This is now possible.

2) In the reports module, the input length of filter criteria was restricted to 100 characters and threw an error if it went over this limit. This restricted is now removed.

3) The Audit Trial of assets showed the time in server settings and not the user specific time. This has now been fixed to reflect the time zone of the user.

4) Laptops scanned by the probe were wrongly categorized as desktops in the application. This is now fixed.

5) The custom domain name did not allow for the use of the special character “-“.The use of this special character in the custom domain name is now permitted.

6) In the Requests module, the time spent value was shown as the difference between the completed and created time.  In the TimeSpent module, the time spent field showed the time entered in the work log and the elapsed time field showed the time spent (difference between the completed and created time).This is now fixed in such a way that TimeSpent field shows the difference between the completed and created time in both modules and the time elapsed field shows the value entered in the work log.

7) Asset import from CSV with cell data containing multiple lines threw errors. There were also errors thrown while attempting to import assets with additional field details in the CSV file. This is now fixed.

June 11,2011

Integration with Active Directory

You can now integrate ServiceDesk Plus On-Demand with your Active Directory for importing user information. Users will be able to login to ServiceDesk Plus On-Demand using their Active Directory credentials. In addition, they can also leverage the advantages of the single sign on capability provided by Windows Integrated Authentication. This capability is highly secure and standards based, and is implemented using SAML for all user management assertions. For more details on how this works, refer to this document.

User Group

One of the crucial requirements in rendering IT services is to offer certain services globally to all users and restrict certain other services to specific users alone. To achieve this, provision to create 'User Groups' has been introduced. You can classify the ServiceDesk Plus On-Demand users within your organization into various User Groups. After creating the groups, you can carry out various 'group-based' services - for example, announcing service downtime to the user group belonging to a specific location.

Task Template

In typical help desk environments, there would be requirements to assign the same or similar tasks to different users at different times. Adding the tasks afresh every time leads to waste of time and resources. To overcome this, 'Task Templates' are provided. Templates can be created with details about the task and they could be assigned to users instantly without having to fill the details. Task Templates can be used for adding tasks on a request, problem or change.

Resolution Template

In day-to-day customer support, quite often the technicians will receive requests that involve the same or similar solution. In such cases, instead of typing the solution repeatedly, 'Resolution Templates' could be created. The template will contain the solution, which can be sent to the customers instantly.

New Features / Enhancements

1) When selecting specific columns among the additional fields in the column chooser for display in 'Request List View', earlier, only 20 additional fields were listed. Now, it has been enhanced to include all the additional fields. Earlier, this was available to Technicians. This has now been extended to Requesters also.

2) The 'Print View' of problems, changes and requests now provides the option to select only specific items for printing. For example, when printing a change, you can just print the Work Log and History alone.

3) Earlier, the 'Work Log' in 'Problem' and 'Change' displayed only the recent 10 records. This has now been changed to include all the available records.

Bug Fixes / Changes

1) Earlier, when Problems and Changes reports were edited, some column names were displayed as 'Null'. This has been fixed.

2) Timezone and time format display has been standardized in the application. The organization timezone will take effect everywhere.

3) Requesters are identified through their email addresses. A new email address is treated as a new user. Case-sensitiveness was imposed in parsing the emails. The same email address with different case was considered as a different user. This has now been fixed. The email address is now considered case insensitive.

4) In Asset Management, when the Acquisition date of Software License was edited , garbled characters were displayed. This is now fixed.

Note:
Restart "ManageEngine SDP On-Demand Probe" service from Windows Services console to get the probe updated to its latest version

October 28, 2011

New Features

1) Mobile Interface for ServiceDesk Plus On-Demand

You can now carry your IT help desk in your pocket! ServiceDesk Plus On-Demand can now be accessed on a variety of devices as Android phones, iPhone and iPad. The platform independent mobile interface enables you to access critical Incident management functionality without installing anything. Customers can now enjoy speed and flexibility in reporting and resolving incidents without being chained to their desks. The Mobile interface can be accessed through the mobile browser on typing the url http://sdpondemand.manageengine.com/mobile

2) Multilanguage Support

ServiceDesk Plus On-Demand is now available in 12 different languages: French, German, Spanish, Russian, Dutch, Norwegian, Portuguese, Swedish, Italian, Polish, Chinese and Taiwan Chinese. You can choose your language when you first log into the service or change it midway at the click of a button.

3) New Asset Scan Capability

Network Device Discovery now added to Asset Scan

The probe for asset discovery so far could scan workstations across Windows, Linux and Solaris environments. The probe now has capability to automatically discover assets like printers, routers, switches, etc. using SNMP.

Scanning OUs (Organizational Units) from Active Directory

If you do not want to scan the entire domain and instead want to scan only an OU, you can provide a base DN in the Domain Scan page.

4) First Response SLA

With the First Response SLA feature, you can now specify the time within which a request needs to be responded to, in terms of days, hours and minutes.  You can also escalate the ticket to other technicians and/or the owner if the ticket has not been responded to within the specified time limit. You can also pull reports based on First Response SLA.

Enhancements

1) System Log

The System Log is can now be exported to an XLS or CSV file.

2) Calendar Customization in Self Service Portal Settings

You can now customize the calendar view in the Self Service Portal Settings by selecting the start day of the week from a drop-down. The selected day will be considered the starting day of the week in all the calendar views. 

3)  Action on email replies from requesters to closed requests in Self Service Portal Settings

When the requester replies through E-mail to the closed requests you can configure the application to take one of the following:

4) Requester action on request tickets in Self Service Portal Settings

From their Self Service Portals, requesters can now perform the following actions on tickets raised by them:

5) Stopping the timer for requests awaiting approval in Self Service Portal Settings

It is now possible to configure the system to stop the timer for those tickets that are awaiting approval. If stop timer is enabled, timer will be automatically stopped for requests. You can also configure the status that must be set while the request ticket awaits approval.

6) Business Rules and SLA with Empty Criteria

You can now add and execute Business Rules and Service Level Agreements without selecting the criteria. These Business Rules and Service Level Agreement are executed when none of the request values satisfy any parameter criteria mentioned in other Business Rules and Service Level Agreement.

7)  Due by Time for Reopened requests in Self Service Portal Settings

For reopened requests, the time frame in which the ticket moved from the ‘Closed’ to the ‘Open’ state is now added to the ‘Due by’ time of the request.

8)  Site Information in Request Details Page

Information on the request site can now be viewed from the request details page without any configuration by just clicking on an icon next to the site name.

Bug Fixes

1) Individual technicians could not customize the Request List View Columns according to their preference. This is now possible.

2) In the reports module, the input length of filter criteria was restricted to 100 characters and threw an error if it went over this limit. This restricted is now removed.

3) The Audit Trial of assets showed the time in server settings and not the user specific time. This has now been fixed to reflect the time zone of the user.

4) Laptops scanned by the probe were wrongly categorized as desktops in the application. This is now fixed.

5) The custom domain name did not allow for the use of the special character “-“.The use of this special character in the custom domain name is now permitted.

6) In the Requests module, the time spent value was shown as the difference between the completed and created time.  In the TimeSpent module, the time spent field showed the time entered in the work log and the elapsed time field showed the time spent (difference between the completed and created time).This is now fixed in such a way that TimeSpent field shows the difference between the completed and created time in both modules and the time elapsed field shows the value entered in the work log.

7) Asset import from CSV with cell data containing multiple lines threw errors. There were also errors thrown while attempting to import assets with additional field details in the CSV file. This is now fixed.

June 11, 2011

Integration with Active Directory

You can now integrate ServiceDesk Plus On-Demand with your Active Directory for importing user information. Users will be able to login to ServiceDesk Plus On-Demand using their Active Directory credentials. In addition, they can also leverage the advantages of the single sign on capability provided by Windows Integrated Authentication. This capability is highly secure and standards based, and is implemented using SAML for all user management assertions. For more details on how this works, refer to this document.

User Group

One of the crucial requirements in rendering IT services is to offer certain services globally to all users and restrict certain other services to specific users alone. To achieve this, provision to create 'User Groups' has been introduced. You can classify the ServiceDesk Plus On-Demand users within your organization into various User Groups. After creating the groups, you can carry out various 'group-based' services - for example, announcing service downtime to the user group belonging to a specific location.

Task Template

In typical help desk environments, there would be requirements to assign the same or similar tasks to different users at different times. Adding the tasks afresh every time leads to waste of time and resources. To overcome this, 'Task Templates' are provided. Templates can be created with details about the task and they could be assigned to users instantly without having to fill the details. Task Templates can be used for adding tasks on a request, problem or change.

Resolution Template

In day-to-day customer support, quite often the technicians will receive requests that involve the same or similar solution. In such cases, instead of typing the solution repeatedly, 'Resolution Templates' could be created. The template will contain the solution, which can be sent to the customers instantly.

New Features / Enhancements

1) When selecting specific columns among the additional fields in the column chooser for display in 'Request List View', earlier, only 20 additional fields were listed. Now, it has been enhanced to include all the additional fields. Earlier, this was available to Technicians. This has now been extended to Requesters also.

2) The 'Print View' of problems, changes and requests now provides the option to select only specific items for printing. For example, when printing a change, you can just print the Work Log and History alone.

3) Earlier, the 'Work Log' in 'Problem' and 'Change' displayed only the recent 10 records. This has now been changed to include all the available records.

Bug Fixes / Changes

1) Earlier, when Problems and Changes reports were edited, some column names were displayed as 'Null'. This has been fixed.

2) Timezone and time format display has been standardized in the application. The organization timezone will take effect everywhere.

3) Requesters are identified through their email addresses. A new email address is treated as a new user. Case-sensitiveness was imposed in parsing the emails. The same email address with different case was considered as a different user. This has now been fixed. The email address is now considered case insensitive.

4) In Asset Management, when the Acquisition date of Software License was edited , garbled characters were displayed. This is now fixed.

Note:
Restart "ManageEngine SDP On-Demand Probe" service from Windows Services console to get the probe updated to its latest version

March 23, 2011

New Features / Enhancements

Bug Fixes / Changes

December 22, 2010

Enhanced Asset Scanning

ServiceDesk Plus On-Demand Probe now scans for Mac, Solaris and IBM AIX workstations. This is in addition to the Windows and Linux that are currently supported. Software inventory scanning for Linux, Mac, Solaris and IBM AIX is also now supported.

Auto Assign Tickets

Don't let your tickets stay in the queue, unassigned anymore. With the new Auto assign functionality you can automatically distribute the tickets to your technician based on their availability and criticality of the incident.

ServiceDesk Plus On-Demand has introduced Round Robin and Load balancing methods which will address different helpdesk environments. This auto assign functionality from ServiceDesk Plus On-Demand can now do the job of your helpdesk coordinator automatically.

Reply Template

While replying to requests, technicians tend to type the same response repeatedly to quite a few requests of the same type. With Reply Template, Admin can create templates that can be used by technicians to send responses thus saving time and effort.

Admin can create each template with a unique name with configurable subject and content. The templates are displayed as a list for technicians to choose in the 'Reply' page.

Trusted by the world's best organizations

Let's support faster, easier, and together