What's new in ServiceDesk Plus

July 27, 2022

Issues Fixed

General

• Searching functionality under Setup > Instance Configurations > Organization Roles does not fetch expected results.

Reports

• When generating reports with time series charts, the values on X-axis are plotted incorrectly if the default time zone is other than the Indian Standard Time.
• An error is thrown when exporting custom reports.
• Hyperlinks appear in unexpected report columns.

July 20, 2022

Enhancements

Problem Enhancements

• You can now create a solution or workaround specific to a problem and add it to Solutions using Save and Add to Solutions.

• Added options to copy and associate a solution or workaround from the solution database to the Problem Solution.

• Technicians can now use closure codes while closing a problem. SDAdmins can configure closure codes under Setup > Customization > Problem Management > Closure Code.
• You can now associate multiple changes to a problem.
• Added option under problem closure rules to mandate association of a change to a problem.

• The closed state of a problem is now conveyed by a stamp on the right panel of the problem details page.

• The Mark as Known Error option is now available in the Actions drop down if the value of Known Error is No.

• New notification rules are added under Setup > Automation > Notification Rules > Problem.
• Notify group members when a new problem is assigned to their group.
• Notify technician when a new response is received.
• Email users when a note is added to the problem.

• You can now send email notification to org roles (Reporting Manager) and users (Reported By, Technician) associated with the problem.
• The UI text for problem notification rules Notify to incident technician/requester is now modified as Send Notification for Problem for better user understanding.

Reports

• Problem reports now support the Closure Code and Closure Comments fields.
• Solution reports now support the Associated Problem ID, Associated Problem Title, and Associated Problem Type fields.
• The following default fields are now deprecated - WorkAround Problem Title, WorkAround Problem Id, Solution Problem Id, Solution Problem Title. You cannot generate any report with these fields.

Triggers and Custom Actions for Problems

• You can now configure triggers for problems and execute actions such as triggering notifications and webhooks or run scripts as custom functions on entities that meet your specific conditions. You can also configure triggers to initiate tasks for the Problems module. SDAdmins can configure custom triggers under Setup > Automation > Triggers. More information on triggers for problems is available here.


Custom Functions (Setup > Automation > Custom Action)

More information on custom functions is available here.

Support for Change Sub-Entities in Custom Actions and Triggers

Custom actions and triggers now support change sub-entities, namely, approval levels, approvals, tasks, notes, email responses (from users). You can configure triggers specific to change requests or change sub-entities. The custom actions used in change triggers can also be configured specific to change requests or change sub-entities.

Note: Custom actions created for change sub-entities can be used only with the respective change sub-entity triggers.

For configuring custom actions for change requests or change sub-entities, go to Setup > Automation > Custom Actions, go to the preferred custom action, and use the drop-down to select change module. In the custom action forms, choose an entity using the Applies to drop-down. You can choose to apply it to a change request or change sub-entities.

Note: The Applies to field value cannot be edited.

To learn more, click here.

For configuring triggers for change requests or change sub-entities, go to Setup > Automation > Triggers > Triggers for Changes. Click New Trigger and on the new trigger for change form, select your preferred entity from the Trigger applies to drop-down.

Note: The Trigger Applies to field value cannot be edited.

To learn more, click here.

July 14, 2022

Enhancements

Zoho Analytics

• Assets, Workstations, Software and Survey module data is now included in Zoho Analytics. Users can either use the default reports for these modules or generate custom reports.
• After metadata upgrade in Zoho Analytics, the entire ServiceDesk Plus Cloud data will be resynced with Zoho Analytics.

June 30, 2022

Enhancements

General

• Users with SDAdmin role can now edit or delete public custom view filters in problems, changes, projects, releases, purchases, and contract modules.

Assets

• Barcode history will now include site information.
• The Serial Number field in asset life cycle can now be marked as mandatory.

Issues Fixed

General

• Typographical error in the Dutch translation of the phrase "Enable Rule."
• When accessing announcements from self-service portal, unnecessary line breaks and alignment issues occur with bulleted and numbered lists added to the description field.
• Hyperlinked texts in task comments become unclickable after saving the comments.

Requests

• When a technician assigned to a service request is removed and then added, the corresponding service SLA becomes uneditable.
• Unable to organize SLAs if they are copied from the default site having custom settings for Technicians, Technician Groups, and Departments.

Assets

• When a notification for returning loaned assets is configured to include comments, the "loan closed" message incorrectly replaces the comments in the actual notification.

June 27, 2022

Issues Fixed

Hyperlinks added to notes, comments, and description fields inadvertently open in the same tab.

June 24, 2022

( Pre-release : May 23, 2022)

API Changes

V3 API support for user-related operations

Added the following endpoints for user-related operations:

Endpoint	Allowed Operations
/api/v3/users	view
/api/v3/technicians	create, update, view, delete
/api/v3/requesters	create, update, view, delete

Note: The operations are restricted based on the roles associated with the logged-in user.

June 16, 2022

Issues Fixed

General

• The special character "&" is now allowed in user email addresses.

Requests

• When a custom request status is created with the name of a default status that is already renamed, both statuses become uneditable.

June 13, 2022

( Pre-release : May 10, 2022 and June 07, 2022)

Enhancements

Zia Auto Popup

Administrators can now configure Zia chatbot to automatically launch once every 24 hours from Setup >> Zia >> Zia Chatbot.

Refer to the admin guide for more details.

Zia Quick Actions

Users can perform important or frequent actions instantly using quick actions from the Zia chatbot. Administrators can modify the quick actions for technicians and requesters from Setup >> Zia >> Quick Actions.

Refer to the admin guide for more details.

Solution Templates

Create solution templates for frequently created solutions to help technicians save time and effort in creating similar solutions. You can also include fields related to a solution topic in templates to help in effective categorization of your knowledge base.

Configure solution templates under Setup > Templates & Forms > Solution Template.

Click here to learn more.

Solution Topic Icon

Technicians can now add icons for solution topics. Select from the list of available icons or upload a custom icon.

Technicians-Sites & Groups

• Admins can now associate and dissociate technicians' sites and groups under Technicians > Actions Manage Sites and Groups.
• The existing icon is replaced with the icon, which includes Edit Technician and Manage Sites and Groups options. To learn more, click here.

Issues Fixed

General

• Unable to perform bulk association of requesters with departments.

June 06, 2022

( Pre-release : May 25, 2022 )

Enhancement in Facilities Instance - Space Management

Introducing Space module in ServiceDesk Plus Cloud's Facilities Instance to help you manage physical spaces in your organization such as Campuses, Structures, Floors, and Rooms. It also lets you associate assets and requests to their respective spaces. This module is available only for the facilities service desk instance.

Space Module Home

You can add, delete, and view spaces such as Campuses, Floors from here. Use the Space Tree to get a quick view of all the spaces and their associations in your organization

Campuses

Under Campuses, you can create a new campus with all the structures, amenities, and facilities available.

Structures

Under Structures, you can add information on all the infrastructure that is present in your organization. You can add buildings as well as non building structures such as parking lot, play area under this.

Floors

Under Floors, you can add information on the floors available in a building. This will help in categorizing available spaces based on floors.

Room & Space

Under Room & Space, you can add information on individual rooms and spaces that are present on a floor. These spaces can be any empty piece of free space such as a space to keep the couches, medicines or store rooms, sick rooms, etc.

Facility Services

Under Facility Services, you can add the various available facilities such as the Wifi, Pantry, Cab, etc. You can associate these services to Campuses, Buildings, Floors, and Rooms and Spaces.

Space Tree

Under Space Tree, you can view the connection between the spaces, their total capacities and their associated requests in an expandable tree view. This helps you get an overview of all the spaces and their associations.

Click here to learn more on Space

May 26, 2022

Issues Fixed

General

• The format of Announcements is different for technicians and requesters.
• On adding/editing technician groups, the changes do not reflect in the list view filters without a hard refresh.
• Incorrect spelling for the term "Conversations" in German setups.
• An incorrect error message is displayed if a task is triggered with scheduled end time less than the current time and the scheduled start time is empty.
• In the service catalog, the scrolling functionality is erroneously synced between the left side panel (category list) and the right side panel (template list).

Requests

• The Cancel button in the request details page toolbar is mistranslated in Polish language.
• Technician assigned notification is triggered multiple times if the Assign button in the request details page is unknowingly clicked multiple times after assigning the technician.
• Technician assigned notification is not triggered if a technician is assigned using the field update action via Business Rules.

Projects

• In some cases, the milestone order is not retained while creating a project using a project template.

Purchases

• Error thrown while sending email notifications to the purchase owner and vendor from the purchase order details page.

Assets

• In technician login, clicking on the Software dashboard displays an internal error.
• Unable to add assets when the field values of Drive Name and FileSystem are more than the DB size.
• Unable to add virtual machines via self scan if some attributes are missing.

CMDB

• CI Sync rules configured for workstations are applied to servers as well.
• The CIs Involved drop-down in the add/edit downtime form is not listed properly if the Show only CIs configured in change/release option is enabled. The issue occurs if the number of CIs associated with the release/change is more than 50.
• Unable to add dependency if the dependency link is dragged and scrolled outside the graph.

May 20, 2022

Support for New Languages

Added support for 2 new languages namely, Danish and Icelandic.

May 18, 2022

Enhancements

User Management

• Option to configure view permissions in bulk for requesters from the requester list view.

Behavior Changes

User Management

• The option to designate a user as OrgAdmin will now be available in the user add/edit forms under ESM Directory > Users instead of technician add/edit forms under Setup > Users & Permissions > Technicians.

Issues Fixed

General

• Added the missing anchor tags for the verification link in the emails sent for verifying domain ownership.

Reports

• Multiple column headers are inadvertently getting added to scheduled query reports that are saved in XLS or XLSX format.
• Unnecessary trailing spaces are getting added to request resolution reports.

Integration

• Periodic jobs in Zoho Analytics are getting failed when the server is restarted.

May 11, 2022

( Pre-release : April 21, 2022 )

New Feature

Conflict Detection for Changes

• Conflict Detection compares freeze window and maintenance window schedules with release and downtime schedules to identify conflicts. This will enable you to schedule conflict-free changes. To learn more, click here.
• Freeze windows and maintenance windows are essential components of Conflict Detection. To configure freeze and maintenance windows, go to Setup > Automation > Conflict Detection > Freeze/Maintenance Windows.
• Under freeze window, you can configure time slots for no change activity. Under maintenance window, configure time slots to deploy changes.

Freeze and Maintenance Window Configurations & Details

• Option to configure freeze and maintenance windows for specific service, site, or all changes.
• Option to configure freeze and maintenance windows with or without conditions.
• Option to repeat freeze and maintenance windows for selected period (Daily/ Weekly/ Monthly/ Yearly).
• Ability to restrict change creation when the freeze window is active.

• Separate list views for active and expired freeze windows and maintenance windows.
• In the change list view and calendar view, a conflict alert icon indicates conflict in the freeze/maintenance window.

• Under Planning > Schedule on the change details page, options to view the freeze/maintenance schedules that match/conflict with the release/downtime schedule of a change have been added.

• A freeze banner is shown on the change details page after the change release/downtime schedules enters the conflicted window.

Change Scheduler

• Introduced Scheduler in the change details page. It allows you to view the change/release schedules configured for a change along with the matched active freeze and maintenance windows.
• Ability to add and update the change and release schedules from Scheduler based on your access permission.

Change Calendar View

• Options to view Changes and Freeze and Maintenance windows in calendar view.
• Options to add and edit freeze and maintenance windows from the calendar view.
• Manage the active freeze and maintenance windows using the enhanced filter options in the calendar view.

May 02, 2022

New Features

Asset Life Cycle

Asset life cycle, previously announced as beta, is now generally available. Asset life cycle allows you to define a sequence of states that an asset goes through, typically from purchase to disposal. The asset life cycle can be created and published with the help of a visual builder using simple drag-and-drop actions.

To configure asset life cycle, go to Setup > Automation > Life Cycles > Asset Life Cycles.

Sample Asset Life Cycle:

When defining asset life cycle, you can also configure customized transitions based on your requirements. The life cycle contains asset states and transitions. The transitions are paths that connect two states. The transition configurations are divided among three phases namely, Before, During, and After. Each transition phase can be configured with rules to check for criteria and trigger corresponding actions, such as update fields, execute custom actions, trigger webhooks, or send notifications.

You can also connect multiple states to a single state without duplicating transition configurations by marking a transition as a common transition.

Each life cycle can be associated with only one product type.

Sample configuration:

To learn more, click here.

Note: Assets can exist with or without asset life cycle. When an asset life cycle is configured for a product type, it takes precedence. So, fields are mandated and rules are applied based on the configurations in the asset life cycle. If no asset life cycle is configured for a product type, then the system will enforce the default mandatory fields and apply default rules. For example, User and Department fields will be mandated for the "In Use" state and their values will be reset for the "In Store" state.

April 26, 2022

Enhancements

General

• Added a proper error message for breaching the recipient threshold when sending problem notification emails.
• The numbered list used in email messages that are converted to requests and rich-text editors across the application now supports the following:
  • Different types of numbering sequences. E.g., Numerals, roman numerals (lower case and upper case), letters (lower case and upper case).
  • Reversed order of numbering.
  • Start from any number in a sequence.

Projects

• Improved the warning message to convey the consequences of deleting project milestones.

Assets

• In the sequential method of asset barcode generation, you can enter '0' as the first character in the 'Starting From' field.

Issues fixed

General

• When the time filter in requests/activities is set to Last Quarter, the corresponding tooltip shows an incorrect range if the last quarter spans between October and December.
• The loading dimension of the live chat window is inconsistent.

Requests

• In the add request form, the text 'Resource Details' is not properly translated in German setups.
• Prediction for the sub-category field keeps loading after changing the request status (except Closed) from the right pane in request details page. The issue occurs if the sub-category field is marked as mandatory.

Changes

• Duplicating a change workflow gets failed if the workflow contains an approval node and Actionable Messages for Outlook is enabled.

Projects

• Unable to open the project add task form in Korean setups.
• The titles of changes and releases associated with a project appear garbled in the right-side panel on the project details page if a non-English script is used for the titles.

Solutions

• Resolution section in expanded view collapses when a solution is copied to it.

Assets

• When importing IT assets the corresponding MAC addresses are not getting imported.
• The Receive Items operation in purchase orders is getting failed when the number of items being received exceeds 10.
• When exporting asset data, some of the workstation-specific columns are rendered blank.

CMDB

• Unable to import CIs with multi-select values via CSV files.

Reports

• In some cases, a blank page is displayed on accessing a request from the report results page.

April 19, 2022

( Pre-release : April 07, 2022 )

Enhancements

Custom Menu for Releases

Custom menu is now available for releases which allows you to create customized actions that can be performed on releases. You can configure an action for a custom menu by using a custom function, custom widget, or by invoking a URL. To create a custom menu for releases, go to Setup > Developer Space > Custom Menu > Custom Menu for Release.

Once created, you can find the menu options as a drop-down in the release details page.

Note: The availability of custom menu in release details page is subject to the configured conditions in the custom menu.

Custom Widgets for Releases

Custom widgets are now supported in the release module. You can add custom widgets to release custom menu, release details subtab, release detail right-side panel, and release stage subtab. To enable custom widgets for releases, go to Setup > Developer Space > Custom Widgets, click your preferred widget name to expand its details, and use the appropriate toggles against your preferred locations in the release module.

New Operator in Business Rules and Triggers

Added a new operator "is changed" for configuring conditions in business rules and triggers. This operator can be used when you want to execute an action if a field value has been changed.

Note: This operator is not supported for multi-select picklist fields.

User Delegation Enhancement

SDAdmins and HelpDeskAdmins can now allow technicians or requesters to configure their own delegation for unavailability. Admins can find the option under Settings > Automation > Delegation.

Azure AD User Sync Enhancements

You can now import users from Azure AD based on criteria. This helps to import only the intended users. You can also custom map imported fields from Azure AD with the respective SDP fields to suit your requirement. To perform these actions, click Configure on Azure AD User Sync card under Integrations.

April 05, 2022

New Features

Asset Life Cycle (Beta)

Introducing asset life cycle that allows you to define a sequence of states that an asset goes through, typically from purchase to disposal. The asset life cycle can be created and published with the help of a visual builder using simple drag-and-drop actions.

To configure asset life cycle, go to Setup > Automation > Life Cycles > Asset Life Cycles.

Sample Asset Life Cycle:

When defining asset life cycle, you can also configure customized transitions based on your requirements. The life cycle contains asset states and transitions. The transitions are paths that connect two states. The transition configurations are divided among three phases namely, Before, During, and After. Each transition phase can be configured with rules to check for criteria and trigger corresponding actions, such as update fields, execute custom actions, trigger webhooks, or send notifications.

You can also connect multiple states to a single state without duplicating transition configurations by marking a transition as a common transition.

Each life cycle can be associated with only one product type.

Sample configuration:

To learn more, click here.

Note: Assets can exist with or without asset life cycle. When an asset life cycle is configured for a product type, it takes precedence. So, fields are mandated and rules are applied based on the configurations in the asset life cycle. If no asset life cycle is configured for a product type, then the system will enforce the default mandatory fields and apply default rules. For example, User and Department fields will be mandated for the "In Use" state and their values will be reset for the "In Store" state.

Limitations

As ServiceDesk Plus Cloud mobile apps support only a limited number of asset fields and forms, managing assets via mobile apps may not work as expected if an asset life cycle with mandatory fields is configured for the corresponding product types.

Asset Association

You can now associate assets with parent assets and also assign them to users simultaneously. The Assign option for assets now lets you establish a parent-child relationship between assets in addition to assigning them to users.

To establish a parent-child relationship, choose parent asset from the Associated To drop-down.

Note: After the association, the parent asset's user and department fields will be used for the child asset. These fields cannot be edited when editing the child assets.

Enhancements

Assets

• Imports and exports of assets, workstations, and mobiles now support State and Associated To fields.
• The Total Memory and Virtual Memory fields in asset forms now accept values in gigabytes (GB).

Behavior Changes

Assets

• For workstation imports, the Model field is now mandatory.
• You can now edit the default asset states.

March 31, 2022

Enhancements

Zia Prediction for Sub Category and Item

Zia can now be trained to predict the relevant sub category and item for requests. Administrators can train ZIA with 100 or more requests by enabling the prediction features from Setup > Zia > Artificial Intelligence.

Sub Category Prediction

Zia can train with service desk data to predict the top 3 relevant sub categories when requests are edited. Sub categories are predicted based on the applied category.

Item Prediction

Zia can be trained to predict the top 3 relevant items when requests are edited. Items are predicted based on the applied category and sub category.

Release Enhancements

• Release and Problem module notifications now include a Bcc field.
• You can add recipients based on org roles and release roles in release notifications.
• New variables $associated_changes and $associated_projects are added to the list of variables in Release Notification templates.
• A new message variable $downtime is added in release notification templates.
• In release notifications, owners of associated changes/projects will be listed as recipients only when the respective associations are displayed on the release details page.
• A new variable $associated_releases is added to the list of variables in Change Notification templates.
• Data import related to release module can now include associated workflow data.

March 28, 2022

New Features

Move requests between instances

You can now move requests from one instance to another instance. To do this, go to the request details page, select Move Request from the Actions menu, and provide the necessary details.

The original request in the source instance can either be retained with a completed request status or can be deleted (moved to trash). You can configure this under Setup > General Settings > Advanced Portal Settings.

To learn more, click here.

Note:

• This functionality is available only for organizations that have deployed multiple instances.
• By default, the Move Request option is available for SDAdmins, SDSiteAdmins, and SDCo-ordinators. You can also add the move request permission to custom roles.
• A new default closure code "Moved" will now be available for all organizations irrespective of the number of instances they have deployed.

March 18, 2022

Issues Fixed

General

• Improper translation for the word 'site' in Spanish language setups.
• Improper translation for the word 'details' in Swedish language setups.

Requests

• In some cases, the users selected under Request FAFR > Condition > Logged in user while creating a request FAFR are not present in the edit form rule page.
• Technicians are unable to approve/reject request cancellations raised by requesters. The issue occurs if those requests raised for cancellation are created using templates that have request lifecycle configured.
• The request status is not changed to on-hold if the status is updated while adding a conversation. The issue occurs if the request template has mandatory fields.
• In certain scenarios, request custom triggers configured for request tasks do not work properly.
• Breakage in business rules configured to update request fields using custom functions. The issue occurs only for rules configured to execute on request edit.
• The Technician field drop-down is not getting populated in the mandatory field change pop-up.
• Updating the Emails to Notify field in requests is not getting reflected in request history in some cases.
• Unprivileged users are able to create public custom view filters in request list view.

Problems

• Spot edit functionality is retained erroneously for some fields in the problem module even after disabling the functionality.
• Problem imports get failed due to an unnecessary validation check.

Assets

• In the software license form, the Client Access License (CAL) of the Per Seat - User type is case-sensitive.
• During asset export, the MAC address data is shown as empty even if the MAC address is available for the assets.
• Virtual hosts (ESXi) are not scanning successfully when multiple hosts range is configured along with multiple credentials under network scan.
• Virtual machines are getting added to the workstation list even if they are in the excluded device list.
• Self-scan is getting failed due to a missing keyword in the scan script.
• Access points are not getting categorized even if the OID-product type mapping is properly configured.
• Virtual machines configured as excluded devices are not getting filtered during self-scan.

Purchases

• An error is thrown when marking fields as mandatory in purchase order templates.
• Despite being purchase order approvers, the requesters are not able to view attachments in purchase orders.
• Unable to send notifications using the options in the purchase order details page when the purchase order contains attachments.
• Emails are not sent to the addresses mentioned in the Cc field when emailing purchase orders.
• The default email subject is retained unexpectedly in the emails even if they were changed when emailing purchase orders.
• The Receive Items option is not working when receiving software licenses from purchase orders.

Reports

• Failure in generating software installation report based on the 'Operating System' column.

March 11, 2022

Zia Priority Prediction

Zia can be trained with service desk data to predict priority for requests. After the training, Zia will suggest the top 3 priorities when you edit requests. Priority prediction is applicable only if the request priority is not defined by any existing configurations.

You can enable Apply Prediction from Setup > Zia > Artificial Intelligence to allow Zia to auto-apply the predicted priority for a request while creating it.

March 07, 2022

Issues Fixed

• The custom limit for the maximum number of records is not applied for some modules in tabular reports.
• An error relating to the SLA field is thrown when editing older requests in the maintenance module.
• Unable to select custom function for schedules under Setup > Automation > Schedules.

February 19, 2022

Enhancements

General

Notifications

• Introducing Do Not Disturb option to disable popup notifications. You can enable/disable it from the notification pane using the appropriate toggle.

• Redesigned popup notification cards for better look and feel. Also, you can now click the popup notifications to view the details of the entity associated with the notification.

Form Rules

• The Field Change event and Actions now support decision box fields in form rules for problems, changes, and releases.

Custom Operational Hours

• You can now configure custom operational hours specific to selected days of a week from Setup > Instance Settings > Operational Hours. The custom operational hours can also be configured across multiple sites within a service desk instance.
• Weekdays that are not marked as working days will be considered as Non-working Days.

Changes

Automatic Cancellation of Tasks and Reminders

• Pending tasks associated with a change will now be marked as canceled when the change is canceled. For successful cancellation of changes, the associated tasks must be closable.
• Open reminders associated with a change will now be marked as completed when the change is canceled.

Support for Bulk Closure of Changes

• Added option to close changes in bulk from the list view for both requesters and technicians.
• You can now close an individual change from the list view by choosing Close from the Actions menu against the change.

Send CAB Recommendations in Bulk

You can now send recommendations to multiple CAB members simultaneously. This option is supported in the CAB Evaluation stage.

Option to Restrict Change Owners from Editing Previous Stages

You can now allow/restrict change owners from editing any crossed stage. To do this, go to Setup > Customization > Change Management > Change Role, and select/unselect the Allow editing previous stages option. By default, the option will be selected and change owners are allowed to edit all stages irrespective of the current stage.

Option to notify other approvers on any approval action

Approval action taken by a change approver can now be notified to other change approvers who are yet to take an approval action. To do this, select the Notify if other approvers take any approval action option when configuring an approval node in change workflows.

Trigger Enhancements

The Conditions in change triggers now supports the following fields:

• Backout Plan: Backout Plan Description
• Checklist: Checklist Description
• Close Details: Close Description
• Impact Details: Impact Description
• Release Details: Release Actual Start, Release Actual End, Release Description, Release Scheduled Start, and Release Scheduled End.
• Review Details: Review Description
• Rollout Plan: Rollout Plan Description
• UAT Details: UAT Actual Start, UAT Actual End, UAT Description, UAT Scheduled Start, and UAT Scheduled End.
• Completed Time.
• Next review On
• Other Date Additional fields

Field Update Enhancements

The Field Updates action for changes under Setup > Automation > Custom Action now supports multi-line description content for the following fields:

• Backout Plan Description
• Checklist Description
• Close Description
• Impact Details Description
• Release Description
• Review Description
• UAT Description

Report Enhancements

• Change reports now support Region and Worklog Type fields.

Import/Export Enhancements

• You can now import changes based on the Key ID provided in the CSV file. This ensures that the sequence of the existing changes is retained.
• The Workflow field is now supported in import and export of changes.

Miscellaneous Enhancements

• Added "$Current user site" to set logged in user's site value for the Site field in change requests using the Set Value to Field action.
• When a change request is initiated by a requester, the requester's site value will now be used for the Site field if the Site value in the corresponding change template is set to "Not in any site".
• When a change is created from an incident request, the values of Site and Group fields in the incident request will now be copied to the change request.

Solutions

• The Solution ID is now shortened and comes with a modifiable prefix. Sample solution ID format: SOL-<numerical value >

Purchases

• The approvers list now loads quickly under the Approvals tab in the purchase order details page.
• Purchase order notifications can now be configured in various languages.

Integrations

Customization Support for Outlook Actionable Messages

You can now customize Outlook Actionable Messages. This option will be available when editing the respective notifications under the Notification Rules. For approval-notifications in changes and releases, the option will be available when configuring the respective approval nodes. To learn more, click here

Note: This option will be available only when Actionable Messages for Outlook is enabled under Setup > Apps & Add-ons > Integrations > Third Party Integrations.

Actionable Refresh Cards for Outlook and Microsoft Teams Bot Notifications

Actionable Messages for Outlook are now dynamic and refreshed based on the actions recorded in the email notification or the application UI. The refreshed cards are also updated in Microsoft Teams bot and chat notifications, if Outlook emails are configured in Microsoft Teams.

Issues Fixed

• Unable to open a change workflow using the URL widget from the dashboard if the workflow contains Notification or Field Update nodes.
• Changes can be copied by requesters if they were previously assigned a technician-only change role despite having the Copy Change option disabled.
• Unable to edit fields in change stages simultaneously when editing fields in Close or Review stages with mandatory fields.

February 11, 2022

Enhancements

Multi-language Support for Survey Email Notifications

• Survey email notifications will now be sent to users based on the language configured by the users under User Profile > Personalize.
• Survey email notifications will now be sent to the users based on language configured by the user in User Profile > Personalize.
• In the case of multiple users, the survey email notification will be sent based on the language configured for the site.
• If language is not configured for a site, the email notification will be sent in the survey template's default language.

Issues Fixed

General

• On clicking the Field Properties icon in a template, the field properties pop-up keeps on adding for each click. The issue occurs in add/edit form of incident, problem, change, release, purchase order, and service category templates.
• PT Sans font is not applied to the capital Q in the rich text editor unless the text is saved.

Requests

• Email replies from technicians are not getting added as private conversations in requests.
• When opening a request via global search, the transition is not rendered properly if the search term doesn't include '#'.
• Spacing issues in success message displayed upon closing requests.
• Edges of the checkbox label under Resource Info are truncated in the service request form and template.
• Form rules configured for On Field Change for the Status field is not working if the request is moved from Onhold or Closed status.

Projects

• Unable to scroll to the end of the calendar pop-up of the Project End field in Add/Edit Milestone form if the browser is zoomed in.

Contracts

• Editing a contract from the list view loads a new contract form instead of the edit form. The issue occurs if we right click the Edit button (under Actions) and click open in a new tab.

Integrations

• Enabling Zoho Survey integration displays internal error.

February 08, 2022

Enhancements

Support for New Languages

• Added support for 8 new languages namely, Estonian, Latvian, Greek, Bulgarian, Romanian, Macedonian, Lithuanian, and Flemish.

Issues Fixed

Requests

• Unable to view archived requests when the name of site added to the requests matches with a vendor's name.
• The configuration to open requests that are closed/completed upon the requester's reply is not working when the corresponding request templates are associated with a request life cycle.

February 02, 2022

( Pre-release : January 25, 2022 )

Service Requests SLA Enhancement

• Configure how an SLA is applied to a Service Request by accessing Setup > General Settings > Advanced Portal Settings. The available options are:
  • Use condition based SLAs - Applies SLA by matching criteria against request fields.
  • Use SLA selected by user - Allows user to select the SLA.
  • Use both user selected and condition based SLAs - Allows user to select the SLA and also override it with condition based SLA, if required.
  
• Send custom notifications to users along with the SLA escalation mail notification.
• Most of the request fields can now be updated through escalation actions.
• Notify the technician and requester regarding the SLA change of a request.
• Precisely track the SLA overdue by configuring the SLA escalation time in minutes.
• Associate multiple SLAs to a service template and choose an SLA while adding or editing the request. To learn more, click here.

UI Changes

• The UIs of SLA list view and details view are revamped for better user experience.
• Criteria field is now introduced for service SLAs if Use condition based SLAs or use both user selected and condition based SLAs are enabled in Advanced Portal Settings.
• Added support for more requests and its additional fields in SLA criteria.

Behavior Changes

• Use condition based SLAs mode will be enabled by default for the existing users.
• Service templates associated with SLAs will be moved to Service SLA criteria.
• Service SLAs not associated to any template will be disabled.

Issues Fixed

• SLA escalation field updates with group and technician are applied inconsistently to requests based on the site value in the request.
• The Send button in request conversations is not getting disabled even after sending the email.

January 27, 2022

Technician - Site & Group Association

• Technician association with Sites and Group enhanced for better user experience. Administrators can search and select the sites and groups from the sites/groups combo boxes in the New/Edit Technician form. Click here, to learn more.

• While bulk-associating technicians with sites from Actions > Associate to Site in the list view, the administrator can prefill the sites and groups of the selected technicians. Click here, to learn more.

• The changes made to the technician association with sites/group in the Associate technician(s) to site form can be added to the existing data or overwritten.

• You can now view the technicians selected for dissociation in the Dissociate technicians from site form.

January 21, 2022

( Pre-release : January 10, 2022 )

New Features

Create Custom Widgets from Reports

You can now convert tabular reports that contain charts into widgets for dashboards.

For new reports, enable the appropriate option while saving the report from the report details page.

For existing reports, use the Access to Dashboard toggle against your preferred report in the reports list view to enable/disable widgets .

Note:

• The access to dashboard option can be enabled for a maximum of 100 reports.
• Only tabular reports that contain charts are supported.
• Up to 4 report widgets can be added to each dashboard.

To learn more, click here.

Enhancements

Custom Function Usage Stats

Technicians with access to custom functions can track the execution usage per month and webhook calls per day that are made via Custom Functions. A colored progress bar is used to indicate the quota of executions and webhook calls remaining.

Release Roles Enhancements

In the New Release Role form, a new attribute Field Key is introduced to provide a unique identification for the release role. This field can be configured only when creating the release role.

In the release list view page, you can now filter releases based on release roles.

You can configure custom actions such as Field Update/Custom Trigger to modify the Release Roles in a release request.

When configuring a release workflow, you can add release roles as criteria under conditions.

In release history, you can now search based on release roles.

Behavior Change

In release roles, the attribute User Type can be configured only when creating the role.

Issues Fixed

Integrations

• Issue enabling/disabling TeamViewer and ADManager Plus integrations from Setup > Integrations in some cases.

January 10, 2022

Enhancements

Form Rules

You can now configure request form rules with the CI field as a condition which supports the following actions:

• Hide Fields
• Show Fields
• Enable Fields
• Disable Fields
• Mandate Fields
• Non-Mandate Fields
• Clear Field Value

Issues Fixed

General

• Spacing issue with a UI label in requester portal when the language is set to Vietnamese.
• Reply template content is not getting loaded when choosing the templates that are configured in plain text mode.
• An issue with change and purchase order approval notifications due to erroneous resolution of the "Notification Sent To" message variable.
• Unable to configure business rules with field update action using Category, Sub Category, and Item fields.

Releases

• In release print preview, the approval stages are not sorted in the same order as in the release approval details page.
• URLs added to the Description field would remain clickable even if the field is disabled.

Assets

• The Remote Control button appears on the asset details page even if the remote control add-on is not enabled.
• Unable to update the Site field while spot editing asset state.

January 05, 2022

Triggers for Request Sub Entities

You can now configure custom triggers for request sub-entities such as tasks, approvals, approval levels, notifications, and notes.

Configure triggers to be executed when the entity is created, edited, and/or deleted.

You can also configure custom actions such as Custom Functions, Tasks, Notifications, and Webhooks for request sub-entities.

To learn more, click here.

Request Settings Enhancements

Requests that are in "on hold" status can now be moved to a custom "in progress" status. This setting can be configured for all requests with any "on hold" type status or specific "on hold" type status. You can configure this under Setup > General Settings > Advanced Portal Settings. To learn more, click here.

Note: This configuration replaces the existing "Reopen on hold requests when requester replies" option under the Advanced Portal Settings.

December 29, 2021

( Pre-release : December 24, 2021 )

Secondary Email and Technician Additional Field Enhancements

OrgAdmins/SDAdmins can now add a secondary email to user accounts via CSV import of users or using provisioning tools. However, the secondary email will not be displayed anywhere in the application and will be used only for login purposes.

When importing users in bulk via CSV file or provisioning tools, OrgAdmins/SDAdmins can now map technician additional fields.

OrgAdmins can allow/restrict changes in the primary email of users via CSV import or provisioning tools using the toggle button under ESM Directory > Organization Details > Other Settings.

December 22, 2021

( Pre-release : December 6, 2021 )

New Features

Problem Form Rules

• Introducing Problem Form Rules to help you create rules based on custom criteria to perform various actions such as Hide Fields, Show Fields, or Mandate Fields on problems.
• These rules can be applied based on the template selected. Users can also customize when to execute rules, based on various form events.
• Problem Form Rules can be created under Setup > Templates & Forms > Form Rules > Problem Form Rules.
• To learn more, click here.


Note: Form Rules cannot be executed upon spot editing of problem fields in the details page. However, SDAdmins have the option to disable spot edit in the problems details page using Advanced Portal Settings.

New Asset Widgets for Dashboards

• Added Product Types by Sites and Product by Sites widgets for dashboards. These widgets plot bubble pie charts to visualize the distribution of assets across sites along with asset states.

• You can customize the widgets by clicking the filters icon on the top-right corner of the widget and selecting the parameters as required.
• To learn more, click here.

Enhancements

Tabular Reports Enhancements

• Tabular report wizard UI is enhanced for better user experience. Users can search and choose columns under Select columns to display and Advanced Filter sections.

• Users can now generate reports based on Software Installations and Software License Users.
• Users can select second level fields while selecting columns to display in custom reports and in advanced filters. The following tabular reports contain second level fields.
• Software Installations
• Software License Users
• Virtual Machines
• Virtual Hosts
• Asset State History
• Mobile Devices
• CMDB reports
• Custom Module reports
• Consumable reports and its children
• Releases

Support for requesters to create change requests

• Requesters can now create change requests. To allow requesters to create change requests, you must enable the change requester permission and also make change templates available to the requesters.
• To configure the permission for a requester, enable the appropriate option under the Advanced Permissions & Privileges section in the new requester/edit requester form.

  Note: This option will be available only when login permission is enabled for the requesters.

• You can also enable/disable permission for multiple requesters in bulk, by selecting an appropriate option from the requester list view.
• To extend template availability for requesters, enable the Available for requesters option and configure user groups as required under the Additional Settings tab when editing or creating a change template.
• The option to create a change from requester portal can be added using an HTML widget via requester home page customization.
• To learn more, click here.

Change Form Rules Enhancement

• You can now configure change form rules to be applied for Requesters or Technicians. To do this, go to Admin > Templates & Forms > Form Rules > Change Form Rules and select your preferred option using the Rule applies for field.

• To learn more, click here.

Dashboard Filter Enhancement

• The Select Group drop-down now lists groups as sub-lists of sites.
• You can now choose All Groups and Not in any group options for any site from the Select Group drop-down.
• Added an option to include referred sites.
• The tooltip that appears when hovering over the filter drop-down is redesigned to include detailed information on the selected sites and groups.
• To learn more, click here.

Decemeber 10, 2021

Issues fixed

General

• The notification Notify technician when a new reply is received from the requester is not localized in the user's language.
• Non-English translations for month names are missing under History tabs across the application.
• Issue rendering icons when previewing requester portal templates under Advanced Customization.

Requests

• Formatting issues in email signature provided under Conversations in requests.
• Breakage in table content under Conversations in requests, if the message is received via Office 365.
• In some cases, the Owner field of a request gets auto-populated with an incorrect technician value while adding a worklog from the Resolution tab.
• In request transition pop-up, checkbox and radio button fields are not rendered properly when longer UI labels are used.

Problems

• When creating a new problem request from an incident request, the values from the incident request are not populated to the corresponding fields in the new problem form.

Projects

• Projects with more than 7 digits in the Project ID are also imported into the application.
• The bullet formatting of Comments differs in editor view and preview under Projects.
• While generating a project timesheet as PDF, only one page of the PDF is generated and the remaining timesheet entries are missing.

Releases

• Upon adding a new task template under Releases, the corresponding stage filter is not applied to the task template list view.

Solutions

• In solutions list view, the New and Expand options on the topic pane go missing when the number of topics exceeds 100.

Assets

• Site and Software Type filters do not work in the Scanned Software list view.
• Unable to edit description of a scanned software from the scanned software details view page.

Decemeber 07, 2021

Azure User Import

• The Import from Azure option is now available for all users and can be accessed using any mode of sign in.
• Authentication for OneDrive file attachment and user import from Azure is done once the user accesses the feature.

ADManager Plus Integration: Support for New Operations

The following new operations are now supported in the ADManager Plus widget.

• Add users to group
• Remove users from group
• Modify manager
• Modify department

These operations are available only after upgrading to the latest version of ADManager Plus widget.

Decemeber 03, 2021

Behavior Changes

Changes

• Change closure rules will now be applied to stages when it is accepted/approved/completed in addition to being applied after the stage transition. This is a mandatory behavior change.

Decemeber 01, 2021

Lookup Field Enhancements

• You can now add lookup fields to requests and custom modules. To create a lookup field for requests, go to Setup > Customization > Additional Fields > Request Additional Field, select Lookup Field as Field Type, and provide necessary details or configure conditions as required. The supported reference entities for request lookup fields are department, requester, site, status, technician, user, vendor, and custom modules.
• To create a lookup field for custom modules, go to Setup > Developer Space > Custom Modules, add new or edit a custom module, go to Fields section, and drag Lookup Field to the canvas. The supported reference entities for custom module are custom module, CMDB, department, site, status, user, vendor, group, impact, level, mode, priority, product, region, and urgency.
• You can now filter the allowed values from the reference entity by configuring the appropriate criteria. When configuring criteria, you can either choose static values or dynamic values using variables. This option is available for requests, assets, CMDB, and custom modules.
• The Do not allow deletion of Field Values option is now available for Department, Site, Status, Vendor, and Custom Modules when configuring them as reference entity for request lookup fields. By enabling this option, the values of reference fields that are in use will not be removed but will be marked as not for further use when deleted.

Limitations

Currently, ServiceDesk Plus Cloud mobile apps (iOS and Android) do not support adding/editing requests when their corresponding templates contain mandatory lookup fields.

November 16, 2021

Enhancements

Customize Query Reports

You can now generate query reports with a custom date/time range. To do this, go to Reports > Query Reports, click the edit icon beside your preferred report, select a Filter By criteria (Created Time or Last Updated Time) from the drop-down, and choose your preferred time period.

You can also customize query reports directly from the details page after generating the reports. To do this, click Edit on the top left, modify the Filter By criteria and time period as required.

November 02, 2021

Enhancements

Requests

• Added multi-language support for "A new Conversation added" text under request conversation history and for "on" text under the resolution header.
• Added a confirmation prompt in requests to help users choose the appropriate site when changing requesters.

Purchases

• The values of the Total Cost column in the purchase order list view will now be shown in the organization's base currency.
• Added base currency symbol to the Total Cost column header in the purchase order list view.

Surveys

• The survey emails for requests will now be sent using the Sender's Email of the corresponding technician group if an email address is configured in the group mail settings.

Issues Fixed

General

• An unnecessary yellow highlight is getting added to the text copied to the Description fields across the application when the corresponding record is saved after removing the source formatting.
• White spaces in pre-formatted content copied to notes are getting lost after saving the notes.
• The license-alert banner for technician quota is missing from the user panel.
• The entries under More Options in the strip depicting the request life cycle transitions are getting duplicated.
• The placeholders used in approval notifications are not getting replaced with their corresponding values if localization is enabled.

Requests

• When spot editing Group or Technician fields in the request list view (template view), the respective drop-downs are erroneously getting populated with groups and technicians that are classified as "Not in any site".
• When a request approval is rejected, the corresponding notification to the requester is not getting sent despite having configured to notify the requesters.
• The "Mandatory" property set for fields is getting lost if added to the requester layout.
• When duplicating service requests, the tasks and their dependencies are not carried over to the new requests.
• Formatting styles get corrupted when the content is copied to notes in some cases.
• The request status is not getting updated to Canceled for rejected requests when direct cancellation is disabled.

Solutions

• The columns in each row of the search solution list view are not aligned properly with the table header.

Purchases

• In purchase orders, the value of Total Cost is incorrectly calculated when the exchange rate is configured with a value having more than two decimal places.
• Unable to add payment details to purchase orders as the payment pending value is not getting rounded off, causing validation issues with Amount Paid value.
• Unable to import purchase orders when the cost fields contain a comma.
• When using the Email the Owner option, the currency values are incorrectly shown in the base currency instead of the actual currency of the purchase order.
• Large values in purchase orders are displayed in exponential notation instead of decimal notation.

Reports

• Unable to generate custom tabular reports of the type " Consumables/Allocations" in some cases.

Integrations

• The Send button for replies in request conversations becomes unresponsive when accessing the request details page from Microsoft Teams.

October 20, 2021

GApps User Import Enhancements

Field attributes such as site, job title, employee ID, phone, mobile, reporting manager can now be imported along with the basic user details while importing users from Google Apps.

October 15, 2021

Enhancements

Integrations

• Added Percentage of Completion column to the projects table in Zoho Analytics

October 13, 2021

Behavior Changes

General

• For all newly created records across the application, the links added to the Description fields will now open in a new tab.

Technician Groups

• When creating or editing technician groups, the list of technicians populated in the multi-select box for the Technicians field will now be sorted alphabetically.

API

• Email addresses provided for user fields will now be treated as case-insensitive across all API operations.

Mailbox

• If an error occurs when processing emails, mail fetching will be stopped and an email notification will now be sent using TransMail instead of the configured mail services.
• For customers using built-in mailbox or Microsoft mailboxes based on modern authentication, the bounced emails will now be dropped from reaching the mailbox and will be recorded in system logs.
• The Reply Back Name field is now mandatory for configuring mailboxes using modern authentication.

October 11, 2021

Enhancements

Default Formatting for Rich Text Editors

You can now configure the default font and font size for all rich-text fields across the application. To do this, click the profile icon, select Personalize, and choose your preferred font and font size under the Rich text editor style section.

Note:

• This is a user-specific configuration.
• Users can change the font and font size if required when editing the individual fields.

Asset Vendor Import Implementation

Vendor details and vendor-product association can now be imported via CSV files from Setup >> Data Administration >> Import Data. Click here to learn more about importing vendors.

Apart from administrators, users with SDAsset Manager and AssetConfig roles can also import data into the Asset module. However, the user, site, and department associated with an asset can only be updated if the user does not have administrator permission

• If both the user and department associated with an asset is not present in the application, the asset will be imported to In Store state.
• If the site associated with an asset is not present in the application, the asset will be imported as Not in any site. Click here to learn more.

October 5, 2021

UI Enhancements

Requests

• Added an icon for "Web URL" fields in request forms to open links when they are disabled.

Assets

• Improved error message for product type modification when assets with the same name and product type already exist.

Issues Fixed

Requests

• In request templates, the UI labels for additional fields are getting trimmed when the number of characters in the label exceeds 20.
• In some cases, the formatting styles applied to email signatures are not getting rendered properly in request conversations.

Purchases

• Unable to access trashed purchase orders in some cases.
• When the vendor's currency and the purchase order's base currency have the same symbol, the values in the Amount column of purchase orders are shown in the base currency instead of the vendor's currency.
• New error message added in purchase orders when attempting to receive assets using Barcode/QR Code without selecting a site.

October 1, 2021

Cloud Telephony Integration

ServiceDesk Plus Cloud now contains built-in telephony integration that allows calls to be made, received, and logged in the application. After the administrator enables the integration, technicians can initiate and receive calls in the application directly. The important pointers discussed can be documented as call description.

Depending on the service provider, technicians can perform calls using either of the following ways:

• Technicians with access to the Requests module can make calls to the requester from the request right panel. The documented notes and call details are recorded in the Conversations tab of the request.

• Technicians can also utilize the dial pad in the application footer to call any contact number.

Call details are logged under Setup >> Data Administration >> Telephony Log.

To learn more about Cloud Telephony integration, click here.

September 30, 2021

New Feature

Integrations

TeamViewer Integration

You can now integrate TeamViewer with ServiceDesk Plus Cloud. The integration supports both regular remote session, which allows you to gain access to the user's screen and input control, and pilot session, which allows you to gain access to the remote device's camera for real-time streaming. To enable this integration, go to Setup >> Apps & Add-ons >> Integrations >> Third Party Integrations, and use the toggle on TeamViewer Card.

After integration, the technicians can access TeamViewer using the widget on the right-side pane of the request details page.

ADManager Plus Integration

You can now integrate ADManager Plus with ServiceDesk Plus Cloud. This integration allows you to perform different user operations pertaining to ADManager Plus directly from ServiceDesk Plus Cloud. To enable this integration, go to Setup >> Apps & Addons >> Integrations >> ManageEngine Integrations, and use the toggle on the ADManager Plus card.

After enabling the integration, a web tab for ADManager Plus will be added. Go to the web tab and configure the custom widget to allow the technicians to perform various user operations directly from the ADManager Plus widget on the right-side pane of the request details page.

September 28, 2021

New Feature

Release Form Rules

Introducing Release Form Rules that allows you to create rules based on custom criteria to perform various actions such as, Hide Fields, Show Fields, and Mandate Fields on release request fields.

The rules can be applied based on the type of user or the template. Users can also customize when to execute rules, based on various form events.

The Release Form Rules can be created under Setup >> Templates & Forms >> Form Rules >> Release Form Rules.

Note:

• Form Rules are client-side executions.
• Form Rules cannot be executed upon spot editing of Release Fields in the Details page. However, users have the option to disable spot editing in releases when Form Rules are created, using the Advanced Portal Settings.

Enhancements

Requester Portal Customization: Support for uploading images

You can now use upload images and use them as requester portal's background and icons via basic customization. A Gallery is added where you can upload, view, use, or remove images directly from ServiceDesk Plus Cloud without any need for external hosting. To access it, go to the requester portal editor (basic) and click Gallery.

• To upload an image, click Upload Image and choose your preferred image.
• To use an image, click your preferred image from the gallery to copy its background style CSS code, and use the code in the HTML editor by adding a style tag.
• To remove an image, hover over an image, click remove icon.

To learn more about this feature, click here.

Note: Default images cannot be removed.

Zia Full View

Zia Chatbot can now be loaded in a separate window to perform all Zia related operations. Users can access multiple service desk instances from the Chatbot window and switch between different instances as needed. Admins can enable Zia from the chatbot window.

To learn more, click here.

September 09, 2021

( Pre-release : August 31, 2021 )

Integration

Zoho Survey Integration

ServiceDesk Plus integrated with Zoho Survey, a powerful survey creation tool. Administrators can build complex survey templates within minutes. Zoho Survey allows administrators to collect, analyze user responses and gain valuable insight into customer experience.

To enable the integration, go to Setup >> Apps & Add-ons >> Zoho Survey. You can manage the Zoho Survey settings from Setup >> User Survey.

You can automate surveys to be sent to users and trigger different survey templates based on the request via survey rules.

To learn more, click here.

Enhancements

Imports

Import Orgrole User association data

ServiceDesk Plus Cloud now supports organization roles association with users, sites, regions, departments, and groups for all levels, except Organizational Level.

• Administrators can now import regions and departments into ServiceDesk Plus Cloud.
• Organization roles can now be updated for users, sites, regions, departments, and groups using email addresses. If you are importing users for organizational roles that do not exist in the application, ensure that you create the organization role before the import.
• If the site name is not mentioned while importing sites, the data will be imported to the default site if a valid data for organizational role is present.

To learn more, click here.

Generic Import Option for Worklogs

• Added support for importing worklogs for requests, changes, problems, releases and their respective tasks.
• Redesigned import data wizard to have a single option to import worklogs across all supported modules.

• Modules should now be specified in the CSV files for importing worklogs.For worklogs in requests, problems, releases, and changes, use Request, Problem, Release, and Change as values for the Module column respectively. For task worklogs, use General Task, Request Task, Change Task, Problem Task, Release Task, Project Task, and Milestone Task as values for the respective tasks. To learn more, click here.

Releases

Release Tasks and Worklogs Enhancement

Release Engineers (with permission to edit releases) and Release Managers can now delete pending approvals in a release stage after the release has crossed the stage. If no release manager is assigned for the release, users with SDRelease Manager role can perform the action.

Behavior Changes

Changes

Removal of Old Status in Changes

The old status in changes are no longer supported. All entries relating to old status in changes will be removed from change status list view, change history, sandbox, triggers, notification variables, and API endpoints.

Note: You can still generate change reports with old status when required.

Releases

Release Tasks and Worklogs Enhancement

Task owners who cannot access the release module can now view and edit release tasks assigned to them. They can also add and manage worklogs in their release tasks.

Release engineers, who do not have access to all releases, can now view the tasks of releases assigned to them from the home page.

September 06, 2021

Enhancements

New Attributes for Requester Portal Editor

Added new attributes that allow you to invoke Zia and Live Chat using HTML elements within the requester portal. These attributes are available in the basic requester portal customization. To add these attributes, go to Setup >> General Settings >> Requester Portal >> Requester Portal Customization, click Configure on the BASIC card, and click the edit icon on the top-right to open the HTML editor.

• For adding Zia, use click-action='show-zia-chatbot'
• For adding Live Chat, use click-action='show-live-chat'

Note: The attributes do not affect the options for Zia and Live Chat on the footer bar.

Requests

• The buttons Save and send and Save configuration under the Approvals tab in the request details page are now repositioned and recolored for improved usability.

Issues Fixed

Tasks

• Tasks are not getting flagged as overdue in some cases.

Solutions

• The inline videos in solutions become inaccessible to recipients if the solutions are forwarded as email.
• Opening a solution in a new tab from the solution list view incorrectly redirects to the same page instead of the solution details page.
• Formatting styles applied to solutions in the editor are not maintained in some cases.

Assets

• The History tab under the details page of assets of custom product type "Mobile" is rendered blank.
• In Assets, the word "State" is mistranslated to "Provincie" in the Nederlands language.

Reports

• In custom reports wizard, the Advanced Filtering option incorrectly shows all templates across modules instead of module-specific templates.
• In reports, "Requests Status by category" is not translated into Spanish and Portuguese languages.

August 30, 2021

Custom Domain Enhancements

Enhancements

Custom domains are now verified in ServiceDesk Plus Cloud at their time of creation. If the CNAME of the sub-domain is not configured and resolved globally, the custom URL will not be created.

Behavior Changes

Once created, custom URLs cannot be edited further. Users can remove the custom URL and add a new URL, if needed.

The default URL of the application in all emails from ServiceDesk Plus will now be sent using HTTPS protocol.

August 25, 2021

( Pre-release : August 16, 2021 )

Zia Prediction

Zia can now be trained to predict the relevant technician, category, and template for a request. Administrators can train ZIA with 100 or more requests by enabling the prediction features from Setup >> Zia >> Artificial Intelligence.

Technician Prediction

Zia can be trained to predict the relevant technicians to handle a request by training with the service desk data. After the training is over, Zia will suggest the top 3 relevant technicians for a request during edit. To allow Zia to auto-apply the predicted technicians, facilitate Technician Auto Assign and select Artificial Intelligence (Zia) as the technician auto assign model.

Category Prediction

Zia can train with service desk data to predict the relevant categories for requests. After the training is over, Zia will suggest the top 3 relevant categories while editing requests. Category Prediction is applicable only if the request category is not defined by any existing configurations.

You can enable Apply Prediction from Setup >> Zia >> Artificial Intelligence to allow Zia to auto-apply the predicted category for a request after creating it.

Template Prediction

Zia can also be trained to predict the appropriate template for a request when users edit the requests or convert from service to incident and vice-versa.

Zia Enhancements

Multiportal Support

Zia is now supported for HR and Facility instances as well. The default actions and custom actions of Zia are specific to the instance it is configured for. Actions configured for one instance will not be reflected in other instances.

Similar Requests

Users can now fetch similar requests based on a request?s ID or subject. In the Zia Chatbot, select Similar request. The requests similar to the specified ID/subject are fetched from the last 1000 requests. The fetched requests can be filtered based on the time of creation within the last 24 hours.

Asset and CMDB Enhancements

• Added Zero Installation Software filter in the scanned software list view to view software applications that are not installed on any workstations.
• You can now add the Version column in the scanned software list view using the column chooser.
• You can now associate more than 100 users with user-based software licenses.
• Added a new query report Logical Drives with less than 10% of Free space that fetches the list of all logical drives having less than 10% free space across the network.
• The values of TotalCapacity and FreeSpace will now be shown in GB in the Servers with less than 10% Free Disk space query report.
• Added new columns Last Scan Time, Last Scan Status, and Scan Message to the assets tabular reports.
• Added Scan Message to All Computers, Workstations, and Servers tabular reports
• You can now search for values of Single Line, Picklist, Email, Phone, and URL fields in the CMDB list view.
• CI Types can now be selected as a reference entity when creating a Lookup Field in Custom Modules.

Test Webhooks

When configuring a webhook, SDAdmins can save and test the webhook to avoid potential errors before associating it with triggers or life cycles.

August 19, 2021

New Feature

Zoho Directory Integration

Zoho Directory allows you to manage all your organization users across different applications. With this integration, you can perform various user management operations such as add or edit user, configure roles or permissions, designate user as requester or technician, assign users to groups, monitor login activity, change passwords, configure security policies, etc.

To set up the integration, log in to Zoho Directory as admin, go to Admin Panel >> Applications >> Add Application, search for ServiceDesk Plus and click Add. Finally, choose your preferred ServiceDesk Plus instance and confirm the users in the instance to add them to Zoho Directory.

Note: The Zoho Directory integration can be enabled independently for each ServiceDesk Plus instance.

August 17, 2021

Behavior Changes

Tasks

• The URLs of deleted tasks will now redirect to an error page instead of home page.

Imports

Option to download the import summary file is now limited to select entities:

• Tasks, comments, and work logs across all modules
• All entities under projects, problems, releases, CMDB, and custom modules

Issues Fixed

General

• Unable to reorder custom actions added to triggers after saving the trigger edit form.

Requests

• Unsuitable color codes are displayed to indicate approval status when non-English languages are configured as the default language.
• Unable to close requests when the request closure rule "All child requests should be closed" is enabled and the associated child requests are in Resolved or custom Completed Status.
• The notifications related to business rules, triggers, and life cycles are inadvertently getting sent using the outgoing email address even for requests that are assigned to a technician group that has the Sender's Email ID/Name configured for it.

Changes

• Unable to update change status to CAB-Approved in the change edit form when no CAB approval is configured.
• In edit template form, the Change Approver field is not shown in the Available Fields list under the Roles tab if the field was removed previously from the template.

Solutions

• In the new incident form, the suggested solution erroneously shows the old solution titles instead of the new one.

Purchases

• Purchase order approval email notifications are inadvertently getting sent twice.
• Purchase order attachments are missing in the email notifications namely, Email Owner, Email Vendor, and Ordering PO that are sent using the options under the Actions drop-down in the purchase details page.
• The user selection drop-down for the Signing Authority field is not appearing in the purchase default value configuration page and the Purchase Orders.
• The Approved by field does not appear in the print preview of the approved purchase orders.

Integrations

• When Azure integration is disabled, the users deleted from Azure AD are not getting removed from ServiceDesk Plus despite having configured the Azure AD User Sync to remove those users.
• When creating a Jira ticket from a request, the description field retains the HTML character entities without converting them to their respective values.

August 13, 2021

( Pre-release : August 04, 2021 )

New Feature

Consumables

ServiceDesk Plus Cloud now allows you to effectively track and manage consumables from Assets tab.

Using Consumables, you can:

• Track expendable assets in bulk that are usually discarded after a single use.
• Define consumable product type with category specifications (IT or Non IT).
• Maintain your inventory up-to-date when receiving or distributing consumables thereby avoiding unreliable/incorrect inventory records.
• Keep track of all inventory processes from a single location.

To learn more, click here.

August 04, 2021

( Pre-release : July 28, 2021 )

Enhancements

Releases: Import Releases, Release Tasks, and Release Conversations

You can now import Releases, Release Tasks, Release Conversations, and Attachments for releases and release tasks under Setup >> Data Administration >> Import Data. The supported file formats are .csv, .xls, and .xlsx.

Additional Fields

Additional field types such as Decimal, Currency, Percent, Check Box, Radio Button, Decision Box, and Auto Number are now available for Releases and Problems.

The maximum number of additional fields for Releases and Problems is increased to 150 each.

July 28, 2021

Modern Authentication for Office365 and Outlook Mailboxes

You can now use Modern Authentication, which is based on OAuth 2.0, for connecting to Office 365 and Outlook mailboxes.

A new button Switch and Configure, which allows to switch between modern authentication and basic authentication, has been added for customers who are already using Office 365 and Outlook mail services.

Mail fetching will continue over basic authentication until modern authentication configuration is completed. To complete it, provide the necessary details for configuring modern authentication and click Finish Configuration.

For a new mail server configuration, go to Setup >> Mail Setting >> Mail Server Settings, select your preferred option, and use your login credentials to authorize the connection.

Note:

• To use ServiceDesk Plus Cloud's native email service, click Use SDP Mail.
• To connect to mailboxes from other service providers, use Basic Authentication by clicking Other Mails, and provide necessary configuration details.

July 22, 2021

( Pre-release : July 12, 2021 )

Enhancements

Notify Original Approver: Delegation-specific Notification Rules Enhancement

The following Delegation Notification Rules are added under Admin >> Automation >> Notification Rules >> Other Notifications:

• Notify original approver when approval is sent to backup approver.
• Notify original approver when backup approver performs an approval action.

Custom Widgets

Users can now bring external services inside ServiceDesk Plus Cloud by embedding widgets in various locations such as Dashboards, Custom Menu, Request Details page, Add/Edit Request form, Change Details page, Asset Details page, and Setup. within the application. Custom widgets can be configured in given custom widget package and hosted locally or on Sigma server.

Administrators can provide the location of widget items, connection details, variables details, and custom modules configuration in the custom widget package. The configurations and display locations of the widget items can be managed under Admin >> Developer Space >> Custom Widgets.

New Closure Rules for Releases

Added support for mandating new fields in different stages of releases via release closure rules, as listed below.

• Development Stage: Details (Combines both Description and Attachments)
• Testing Stage: Description and Test Cases
• UAT Stage: Description and Test Plans (Test Cases in the UAT Stage is now Test Plans)
• Deployment Stage: Description and Issues Found.

You can access the release closure rules under Setup >> Automation >> Closure Rules >> Release Closure Rules.

Note: While mandating the Details field in the Development stage, adding value to either Description or Attachments is sufficient.

Behavior Changes

Releases

The Test Cases field in the UAT Stage is now renamed to Test Plans.

July 14, 2021

Enhancements

General

• Added proper error message for deleting the vendor-product association when the association is already in use by other modules.
• Improved Japanese translation in the History tab across the application.

Behavior Changes

Requests

• Removed Last 24 hours as a criterion for the date/time fields in the request custom view filters.
• Removed Tomorrow, Next week, and Next month as criteria for the Created Time, Last updated Time, Responded Time, Resolved Time, Completed Time, and Assigned Time fields in the request custom view filters.
• The transition pop-up for mandatory fields will be shown only if there are RLC-mandated transition fields or if the request contains empty fields that are mandated by request templates.

Issues Fixed

Requests

• Custom functions used as business rules are not working properly if requesters have raised tickets using templates that have mandatory fields in the technicians view.
• Requests associated with problems are not getting closed along with the problems despite having configured to be closed in problem closure rule.
• In Request Approval, the close request page is rendered without a scroll bar.

Changes

• When the Alert Change Manager, Change Owner, Change Approver, CAB (Change Advisory Board) by email when any recommendation is taken on a change rule is enabled and the number of recipients is on the higher side, the Change Approval reminder is inadvertently getting sent even if the approval action had been performed already.

Assets

• A URL issue occurs when moved from the workstation edit form to the workstation list view page using the back button in the form.
• A license expiry error is thrown when updating any software application with an active downgrade license due to failure in synchronization between the dates of main and downgrade licenses.

Reports

• The organization logo and the charts appear broken in the reports emailed in the inline HTML format.

July 09, 2021

( Pre-release : June 17, 2021 )

Enhancements

Purchases and Contracts Enhancements

Purchase Dashboards

• Purchase dashboards are introduced to visualize purchase orders in graphs and charts.

Purchase Reports

• Purchase orders and the items ordered can now be analyzed using query-based purchase reports.

Purchase Template:

• The purchase order template can now be modified by adding additional fields, setting mandatory fields, reducing the fields in a template and reordering fields. Click here to learn more.

Purchase Orders

• The purchase order details page UI is updated for enhanced user experience.
• Outgoing mails can be tracked from the Conversations tab in purchase orders details page.

• Users can add vendor services and service types. You can also associate services with vendors and vice-versa. To learn more Click here.

• The following purchase order notification rules are added under Setup >> Automation >> Notification Rules.
  • Notify PO owner and approvers when a purchase order is closed.
  • Notify PO owner and approvers when invoice is received for purchase order
  • Notify PO owner and approvers when a purchase order is ordered.
  • Notify PO owner and approvers when payment is done for purchase order.
  • Email Purchase Order Owner.
  • Email Purchase Order Vendor.

Contracts

• Contract dashboards are introduced to visualize purchase orders in graphs and charts.

• Requests can be generated automatically for contracts nearing expiry.
• Users can filter contracts displayed on the list view using custom filters.
• Administrators can configure site-based restrictions in contracts.
• Users can now request to get query reports generated for contracts based on their sites.

Change and Release Enhancements

Stage transition restrictions for changes and releases

You can now restrict stage transitions in changes and releases to specific roles/users.

For changes, the stage transitions can be restricted to specific roles/users. To do this, go to Setup >> Automation >> Workflows >> Change Workflows and select an appropriate option under Workflow Settings.

For releases, the stage transitions can be restricted only to the release manager. To do this, go to Setup >> Automation >> Workflows >> Release Workflows and select an appropriate option under Workflow Settings.

Change Notification and Conversation Enhancements

• You can now select recipients for change notifications and conversations from Users, Change Roles, Organization Roles, or provide any email address.

Change Downtime Enhancements

• You can now capture CIs Involved and Services Affected information when creating a Change Downtime. This allows you to detect overlaps in downtime schedules within a change and notify the respective CI owners and managers when a downtime is configured.

Notification and Conversation Enhancements

• The "Bcc" field is now supported across all notifications and conversations in requests and changes.
• For requests, changes, and releases, the admin-configured notifications can now be sent to any email address.
• Request custom notifications can now be sent to requesters.
• You can now send request custom notification to email CC users.

Note:

• The "Bcc" filed is not supported for automated and system notifications.
• The To field in change notifications and conversations is no longer mandatory. However, at least one among the To, Cc, and Bcc fields must have an email address added to it.
• The number of recipients is now capped at 50 which includes all recipients in the To, Cc, and Bcc fields for a single conversation or a notification across all modules.

Issues Fixed

Changes

• In change conversation, the email address of the user initiating Reply and Reply All actions is unnecessarily getting added to the To field.
• Unable to select non-login users for admin-configured change and release notifications using the Users category from the Notify to field.

July 05, 2021

Localization of Notifications for Non-login Users

The language used for notifications sent to non-login users will be based on the first available configuration selected from the items below as listed in the order of priority.

• Language selected for the user's site (department-site) configuration
• Language selected for the site associated with the requests/records across modules.
• Language configured for the default notification template

The localized notifications will be sent only when the notification templates are configured in the respective languages and the Allow template customization in user's language option is enabled under Notification Rule Settings.

Note: All localization options are available only for accounts using a multilingual license.

June 24, 2021

Custom Scripts for Field and Form Rules

Custom Scripts are now supported in request Field and Form Rules. Using Custom Scripts, you can modify request forms dynamically based on user input.

Click here to view sample custom scripts for Field and Form Rules.

You can add and manage the Custom Scripts configured in the application under Setup >> Templates and Forms >> Custom Scripts.

Group Filter for Dashboards

Introducing group filter that allows you to filter information based on groups for widgets relating to request, problem, change, and release modules across all dashboards. The drop-down filter on the top-right corner of the dashboard now allows you to select both site and group. The Request frequency and Enable SmartView options are now moved under a gear icon adjacent to the filter drop-down.

For groups, you can choose All Groups, Not in any Group, or a specific group based on the site selected.

You can now limit the filtering to the current dashboard or extend it to all dashboards using the Apply to this dashboard only toggle.

Discover Product Panel for Requester Portal

The Discover Product panel is now added to the requester portal. It provides multiple resources for requesters to learn more about the application. This can be accessed by clicking the bulb icon on the lower-right corner of the requester portal.

June 17, 2021

Behavior Changes

Azure AD User Sync

Users imported via Azure AD User Sync will no longer be sent an email with OTP for their first-time login if their domain is already verified.

June 08, 2021

Enhancements

Assets

• The limit for Agreement Expiry Notification in software license agreements has been increased to 180 days.

Behavior Changes

Changes

• The value of the CIs Involved field will now be copied when creating change requests from an incident request.

Assets

• When importing assets via CSV files, the modification of product value is now restricted only to the products of the same type.

Issues Fixed

General

• The requester details section in the SmartView is not rendered properly in higher resolution displays.
• In the requester portal, the Close Request button in the request approval page is barely visible as the appropriate color for the button is not applied.
• Purchase Order attachments are not added to their respective PO approval notification emails.
• The "Not in any site" option is missing from site filter in SLA list view for SDAdmin users who are not associated with "Not in any site".

Requests

• Resent notifications in request conversations do not appear in the request print preview.

Projects

• Project milestones are getting ordered incorrectly when exporting the corresponding project's Gantt Chart as PDF.

Solutions

• When forwarding a solution to an email address, the attachments in the solution are inadvertently getting duplicated.
• When creating solutions, some of the topics are either missing or getting duplicated in the Topic Name combo box if the topics count is greater than 100.

Assets

• No failure message is displayed when deleting software licenses.
• Unable to print barcodes when a new product is added followed by an asset in the "Add new assets by generating your own barcode" section.
• The Change Manager and Services Affected fields are not listing more than 100 values when creating or editing a change request.

June 01, 2021

( Pre-release : May 10, 2021 )

Advanced Customizations for Requester Portal (Beta)

You can now customize the requester portal with advanced options like panels, buttons, lists, snippets, etc over pre-defined or custom templates. To access these customizations, go to Setup >> General Settings >> Requester Portal >> Requester Portal Customization and click Configure on the ADVANCED card.

Note: The customization options that were previously available will now be identified as Basic Customization. To access it, go to Setup >> General Settings >> Requester Portal >> Requester Portal Customization and click Configure on the BASIC card.

Problem Module as an Add-on

Problem Module is now available as an add-on for Standard and Professional editions.

Problem Enhancements

Configure tasks within problem templates. When creating a problem, technicians can choose the tasks to be triggered on problem creation.

When changing the template associated with an existing problem, the technician can choose to delete or retain the tasks associated with the previous template.

You can now forward/reply to conversations from within the problem details page. You can also save drafts which will be listed in the right panel of the problem details page.

Under the history tab of the problem details page, you can search for a particular activity or sort the activities based on the time, users involved, and the type of action.

May 25, 2021

Behavior Changes

Integrations

• New Azure AD imports cannot be initiated until the current import has been completed.
• Request ID will now be included in the Jira comments that are added upon updating the request fields such as Status, Priority, Technician, and Subject.
• The limit for the number of users that can be imported using Azure AD synchronization has been increased to 20000.

Issues Fixed

Integrations

• The Detach Jira Issue pop-up does not show the issues properly when the Jira issues are moved from one project to another project.

May 20, 2021

( Pre-release : April 29, 2021 )

QR Code Support

Add assets by scanning QR Codes from vendors. You can also generate your own custom QR codes for new and existing assets.

Trigger and custom actions for Asset, CMDB, and Release

You can now configure triggers for Assets, CMDB, and Release modules and execute actions such as triggering notifications and web hooks or run scripts as custom functions on entities that meet your specific conditions.

You can also configure triggers to initiate tasks for the Release module.

Custom Triggers (Setup >> Automation >> Triggers)

Custom Functions (Setup >> Developer Space >> Custom Functions)

Asset Bulk Edit

You can now edit Assets and Asset Components in bulk from the Asset list view page.

Other Enhancements

You can now select CIs in bulk in Request, Problem, Change, and Release forms. To do this, click and select the CIs from the list view.

May 6, 2021

Enhancements

Assets

• Added support for MAC Address field in IT asset imports.

Behavior Changes

General

• UI label "Change Template" has been changed to "Switch Template" in Create a Service Request and Create an Incident pop-ups.

Issues Fixed

General

• Unable to add Organization Admin role for users despite having sufficient privileges.
• In the requester's homepage, the New UI Tour dialogs appear off-viewport when the navigation bar is hidden.
• When copying an existing solution to a resolution, the words Title and Description that are added to the resolution are not translated to the user's default language.
• When configuring cancelation-related notification templates, intended variables are not getting added for users without an asset module license.
• The Announcements widget in the requester portal is not showing more than 30 announcements in Chrome browser.
• Unable to delete more than 100 records from custom modules in sequential bulk delete operations.
• In requester login, the Resource Details section is missing from the request details page when Requester can view is not set for the Status field in the corresponding service template.
• In the notification template editor, the names of subject and message variables listed on the right-side panel are not displayed in the user-selected language for templates under project, tasks, and comment notifications.

Requests

• In task notifications, the variable $AssociatedTitle is getting replaced by an empty string instead of the Subject value of the corresponding requests.
• In request life cycles of non-English setups, the rule set configured for one transition erroneously appears in other transitions.
• The Closure Code and Closure Comments are inadvertently getting updated to "NONE" after editing requests in bulk.
• The default reply template is not getting selected automatically if the template's name had been changed.
• In request details page, when the Conversation tab is selected, the value of Transition shown in the strip depicting the life cycle information is not synchronized with the actual transitions.

Changes

• In change details page, the Updated by value and the user details shown in the corresponding tooltip are inconsistent.
• Some fields are missing from column chooser (Closure Code and Next Review On) and the list view search criteria (Closure Code.)
• Unable to create change requests using templates when the Status Comment field is empty and not mandated.

Assets

• In new asset forms, the Site drop-down remains disabled when the value of Asset is Currently field is changed from In Use to any other value.
• The Update Credentials pop-up is rendered blank when using Scan Now or Update Credentials options for assets if no probe is available.

CMDB

• The pages under Setup >> Automation do not load if the number of CI types in CMDB is on the higher side.

May 3, 2021

Issues Fixed

Reports

• Unable to export unsaved reports.

April 29, 2021

Enhancements

Updating existing records using Import Wizard

You can now choose to update existing records without adding any new records during imports. This feature is available for all modules that support bulk data import. This option is available under Setup >> Import Data.

New filter for user list view

You can now filter users in the requester or technician list view based on the availability of login credentials using the Filter by User Category drop-down. The available filtering options are: All Users, Login Users, and Non-Login Users. This option is available under Setup >> Users & Permissions >> Requesters/Technicians.

April 21, 2021

( Pre-release : March 29, 2021 )

Enhancements

CMDB

Introducing Sync Rules that allow you to define rules to perform various actions on CIs and their relationships based on the data available in Assets and Software Installations. You can define rules for the following actions.

• Filter the assets or software installations and automatically add, remove, or update corresponding CI records.
• Link CI records with respective assets or software installations.
• Keep the data synchronized between CIs and their linked Asset or Software Installation records using field mapping.
• Add or remove relationships between CIs based on the field values available in the linked Asset or Software Installation records.

To define a sync rule, go to Setup >> Customization >> CI Types, choose the preferred CI Type or create a new one and then select Sync Rules.

April 15, 2021

Enforcement of Default Language for Notification Templates

All existing customers will be required to select a default language for notification templates. A one-time screen will be shown to select the language for users with administrative privileges under Setup >> Automation >> Notification Rules.

The language selected using this configuration is required to generate all future default notification templates.

Note:

• The existing default notification templates will not be affected by this configuration.
• The selected default language can be viewed under Settings on the top-right corner of the notification rules page.

April 07, 2021

Enhancements

Problems

• Added "Region" as a criterion to create Custom Views in the Problem module.

Changes

• When a release is created from the change details page, the details in the Planning stage of a change request will be copied to the release.
• While associating release to change requests, the Planning stage details of the change request associated first will only be copied to the release

Issues Fixed

General

• When adding/editing templates, the sub-tabs towards the right are hidden behind the right panel in certain scenarios.
• Unintended vertical overflow occurs with URL widgets added to the dashboards.

Requests

• Issue displaying inline images in reply and resolution templates.
• An error is thrown when saving a form rule when the service approver count exceeds 200 and the Approver field is selected for Set Value to Field action.
• Discrepancy occurs between the Time Elapsed values shown in request details page and in the time elapsed analysis page.
• Service request approvals are not sent to the delegated user when the Reporting Manager is the approver of the corresponding service templates.
• Selecting Not in any site filter is getting changed to All sites in the site filter drop-down under Scheduler.
• Unable to close requests via API calls if the corresponding requests are associated with a lifecycle that has Closed as its final status.
• When changing the visibility of request notes using the padlock, the Created by field for notes is getting erroneously updated.
• Technicians without SDAdmin role are not able to create Custom Views with Region as a criteria in request list view.
• Error thrown while closing unresolved requests via the close link in email notifications.
• Unable to view request description completely when tables are present.
• On cancelling a request, some of the request tasks are not getting cancelled.
• On Submit Field And Form Rules configured for Service Approver field in service templates does not work.
• In requester login, skipping the suggested solution during request creation closes the request form. The issue occurs when the requester tries to create a request from the home page widget.

Changes

• Unable to modify change template when a section name in the template contains 50 characters and an ampersand (&) symbol.
• Change form rules are not getting applied when the condition is configured with "is empty" and "is not empty" operators over change role fields.

Projects

• Milestones in the task dependency view is now shown as in its organized order.

Solutions

• Requesters are able to view solution topics that do not contain any approved solution.
• In some cases, if multiple sub-topics have the same name, certain sub-topics go missing from the Topics list in the Solutions home page.

Assets

• In workstation list view, Assign Users pop up does not display the list of workstations properly.
• Unable to update a contract with asset/software license details by importing data if the contract contains more than 100 assets/software licenses.

March 25, 2021

( Pre-release : March 02, 2021 )

New Features

Requests

Complete Request on Denial

Requests rejected by approvers can now be moved automatically to any completed status. SDAdmins can configure this under Setup >> General >> Advanced Portal Settings.

Task Worklog Timer

• Technicians with add work log permission can now start/stop the work log timer for Tasks in General Module.
• In Projects, members with permission to view and edit Project/Milestone tasks can start/stop the work log timer for themselves.

Projects

Project Key ID

Project ID is now shortened and comes with a modifiable prefix. Sample project ID format PJT-≤numerical value>.

Project Default Template

• Default template is now introduced for Projects. The default project template will be auto-populated in the Select Template field of the New Project form unless changed.
• Post this upgrade, projects that are not associated with any template will be automatically associated with the default template.
• You can now mark any project template as the default template from the template list view by clicking the star icon beside the required template.
• Templates associated with an existing project cannot be deleted. Instead, they will be marked as inactive.

Enhancements

Change Template

• Change template's editor UI is revamped for better user experience.

Projects

• Rich Text Editor is now introduced for comments in Projects, Milestones, and Tasks in Requests, Problems, Changes, Projects, Milestones, Releases, and General modules.
• You can now add replies to comments by clicking next to the comment.
• Comments and Replies are now available in thread view.
• Edit/Delete permissions for replies is restricted to reply owners.
• You can tag users in comments and replies by typing @ followed by their usernames. You can also notify the respective users when they are tagged.
• You can add comments from the Kanban view by clicking

Request Notifications

• A notification rule has been added to Request Notification Rules: Notify Requester and CC users when a technician replies to a request.
• When enabled, requesters and CC users will receive email, SMS or push notification when the technician replies to the request via email or from the application. However, if the technician is the requester/CC user of the request, the notification will not be triggered.
• The notification can be enabled and the email/SMS template for this notification can be customized from Setup >> Automation >> Notification Rules.

Task Notifications

• You can now notify the task creators about the closure of their tasks.
• Push Notifications are now supported for Tasks.

Change Additional Fields

• You can now configure Decimal, Currency, Percent, Check Box, Radio Button, Decision Box, and Auto Number field types in Change additional fields.
• The maximum limit for change additional fields count is increased to 150.

Behavior Change

Requests

• When a technician is the requester, the Reply form will be displayed instead of the Add Conversation form while replying to the request.

Changes

• You can no longer mandate the Retrospective field in Change templates.

Tasks

• Under Add Task window, Email me Before Schedule Start is now renamed as Notify me Before Scheduled Start.
• Edit/Delete permission for comments is restricted to comment owners.

Issues Fixed

Reports

• Impact details field will now be displayed for all active requests custom reports.
• Additional fields will now be displayed under Available Columns while generating reports on archived requests.

March 24, 2021

Enhancements

Tasks

• Options to edit and delete tasks are now collated under a single gear icon in the task list view across all modules.
• Support for editing and deleting tasks from the task list view is now extended for global tasks.

March 09, 2021

Enhancements

General Tasks

• Import general tasks and their associated worklogs & comments from CSV, XLS, and XLSX files under Setup >> Data Administration >> Import Data.

March 05, 2021

Enhancements

Changes

• Added "Region" as a criterion to create Custom View filters in the Change module.

Change Form Rules

• The action Set Value to Field now supports the $Current User variable that allows you to dynamically assign the currently logged in users with change roles.
• The actions Enable Fields and Disable Fields now support the Template field which can be used to allow or restrict users from choosing a change template.

General

• The limit on the number of reply templates in an instance has been increased from 150 to 300.

Issues Fixed

Requests

• Error thrown when users close a request via email without logging in to the application.
• Unable to close requests if a linked request is cancelled when the 'All child requests should be closed' closure rule is activated.

Projects

.
• While exporting a project Gantt chart as PDF, the date and time are displayed incorrectly in some cases.

Assets

• Users with Edit permission on Inventory are unable to perform Modify State as a bulk operation on workstations and assets.
• Technicians are able to view assets from sites beyond their scope in Asset Groups list view.
• Unable to reconcile workstations with user defined fields of non-Boolean type.

Solutions

• In solution edit forms, the Topic Name drop-down list skips displaying the first-ever topic in the alphabetical sequence.
• Some rich-text formatting styles are lost when the text is copied to the Contents field in solutions.

Integrations

• The status of Slack integration is incorrectly shown as "Disabled" despite successful integration.

General

• When creating change from requests, the values of request additional fields of the type picklist and multi-select are getting copied even when the same value is not available in the corresponding change field.
• SLA calculation is incorrectly done when the option Should be resolved irrespective of the operational hours is enabled.
• In life cycle mandatory forms, the asterisk symbol (*) is not shown for the additional fields that were marked mandatory.
• The reply templates are not getting populated if the Description field contains pictographs.
• The field "Employee ID" is incorrectly translated in the German language.
• Unable to update request and problem life cycles involving inactive groups.
• Unable to add "Reporting to" field for requesters and technicians in Notifications under Custom Actions when multiple Org Roles are configured.

February 18, 2021

Custom Domain - SSL Certification

SSL Certificate for custom domains can now be applied from the ESM directory. After SSL is certified and updated, the application will run only in HTTPS mode.

Users who have not applied SSL certification for an existing custom domain can navigate to ESM Directory >> Manage Portal and click Apply SSL certification. An email will be triggered to the support team and the status of the certificate will be displayed as a note on the Manage Portal page.

February 09, 2021

( Pre-release : January 29, 2021 )

Enhancements

Webhook

Webhook URL now support substitution variable. You can substitute variables using the dollar ($) sign.

Webhook calls now have a soft quota monitoring threshold of 500 calls per day for free users and 3000 calls per day for paid users across all editions. You can track your daily usage against this threshold under Setup >> Automation >> Custom Actions >> Webhooks.

Release Notification in Custom Actions

While configuring notifications for releases in Custom Actions, the Notify To drop-down is updated to configure release notifications to Owners of Associated Changes, Owners of Associated Projects and Group Members.

The Release Users and Roles updated in Custom Actions are also reflected in approvals, notes, release status template, and while configuring notifications in release workflow.

Release Notification in Notification Rules

Release notifications rules are updated under Setup >> Automation >> Notification Rules as follows:

• Notify users when removed from release roles: Users can now be notified when they are dissociated from a release role.
• Notify Release Requester when assigned for the release: Users who are assigned to a release while creating or editing the release can now be notified.

New Features

Asset

Name Format Customization for Workstations and Servers

The name format of scanned workstations and servers can now be customized to display only the workstation/server name or the fully qualified domain name (FQDN). The FQDN can further be customized to show either the Active Directory Domain Name or DNS Domain Name.

You can configure this under Setup >> Probes & Discovery >> Settings >> Workstation Name Format.

Note: With this enhancement, Active Directory Domain Name will be used as the default domain name to create FQDN for workstations and servers.

Query Reports under Asset Loan

Added a new query report Loaned Assets - Expired which generates reports based on only the assets that are currently in loan expired state and have not been returned.

The existing query report Loan Expired Assets is renamed to Loaned Assets - Expired (All time) which generates reports based on all assets that were/are in loan expired state whether they have been returned or not.

February 02, 2021

Enhancements

Requests

• The survey link in auto-notification will be displayed only for requester to whom it is designated.
• The Employee ID of requesters will now be displayed in the Requester Details section of the RHS pane in request details page.
• Scroll option added for resource answers in add/edit request forms.
• When a default site of a request template is modified to a custom or copy site while creating the request, the group/owner of the associated tasks will be matched with a group/owner from the modified site, if they contain the same names.

Behaviour Changes

Requests

• In requests, the value of Last Updated Time will also get updated when resending a replied or forwarded email conversation to the requester.
• For approval reminder notifications, the time zone in the approver's site will be considered instead of the time zone in the request's site to avoid sending notifications against the configured time.

Tasks

• Tasks will appear under the Home tab if the users do not have view permission to their parent entity.

Issue Fixed

Requests

• Technicians get removed from BR field update values. The issue occurs if logged-in technicians edit their own details or edit a technician's details whose login is disabled.
• When notification rules are enabled for both closed and cancelled requests, the closure notification is sent when a request is cancelled.
• Email technician for notes addition option is missing when using the Quick Actions to add notes.
• The push notification for Notify technician when a new reply is received from the requester works only when the email notification is enabled for the same.
• Request custom view created by an SDAdmin is not editable to the other SDAdmins.
• Technician conflict pop-up is not shown when two technicians are assigned to an unassigned request.
• In request conversations, the Full Screen mode pop-up for the Description field of reply or forward email messages is rendered blank when invoked from the respective editors.
• Horizontal scrolling functionality is missing in request conversations.
• Any updates to Group field performed using Request Life Cycle transitions are not applied when the request's site is configured to refer to another site.
• When form rules are configured with On Field Change execution, the Set Tasks action is erroneously applied to all tasks in the template even if only a single task is selected.

Problems

• In the problem details page, selecting print preview results in an indefinite spinning wheel error.

Changes

• In change forms, the asset list is not getting updated when a workstation is manually converted to server or vice-versa.

Solutions

• In solutions, the Last Updated By field is getting erroneously updated even when a user has only viewed the solution without updating it.
• An internal error is thrown while saving an edited solution which is opened from the global search list view page.

Assets

• Unable to add assets to existing loans as loanable assets are not populated in the respective loan form.

Contracts

• Unable to renew contracts when the base contract is trashed.
• Unable to edit renewed contracts if the base contract is permanently deleted from trash.

Integrations

• When Actionable Messages for Outlook is enabled, the line formatting used in notification email templates are not applied in the respective emails.

Client

• Breakage in the help panel display in non-English language setups.

General

• No sorting rule is applied to conversations in Print Preview of Changes and Releases.
• For some users, options such as add, edit, or custom views selection drop-down are not working for various list views across the application.

January 30, 2021

Enhancements

Email format

The format of user invitation emails, account confirmation emails, and OTP emails are updated as follows:

User Invitation Email:

Account Confirmation Email:

OTP Email:

User Invitation in Multi-Language

User invitation emails can now be configured in various languages supported by ServiceDesk Plus Cloud. The invitation emails are sent in the language of the site where the user is invited to. If the site language is not configured, the email will be sent in the language of the administrator who is adding the user.

Microsoft Teams Integration

SAML Authentication support is now added for Microsoft Teams integration.

Existing buttons Sign in with Zoho and Sign in with Office 365 are removed and replaced with a single button Sign In that supports all modes of authentication.

January 22, 2021

( Pre-release : January 11, 2021 )

Change Form Rules

Introducing Change Form Rules that allows you to create rules based on custom criteria to perform various actions on change fields such as, Hide Fields, Show Fields, and Mandate Fields.

The rules can be applied based on the user or the template used. Users can also customize when to execute rules, based on various form events.

The Change Form Rules can be created under Setup >> Templates & Forms >> Form Rules >> Change Form Rules.

Note:

• Form Rules are client-side executions.
• Form Rules cannot be executed upon spot editing of Change Fields in the Details page. However, users have the option to disable spot editing in changes when Form Rules are created, using the Advanced Portal Settings.

Asset Replenishment

Configure notifications for alert when the assets in the inventory fall below the threshold. Email notifications will be sent to the relevant technicians every day until the assets are restocked. The Asset Manager/Administrator can configure threshold for Products/Product Types available in-store.

To set up the configuration, navigate to Assets >> Asset Replenishment and configure notifications under Admin >> Automation >> Notification Rules.

Site Locale and Locale Specific Notification Templates

Site Locale enhancements

Configure language settings for each site under Setup >> Instance Configurations >> Sites. For users imported from verified domains, language will be auto-configured based on the department's Site they are assigned to.

Locale-Specific Notification Templates

Administrators can configure notifications to be sent in the user's language by enabling Allow template customization in user's language under Setup >> Automation >> Notification Rules >> With Default Templates.

The language for notification templates can also be configured while customizing templates in Notification Rules. In case of multiple users, the notification for an entity will be sent in the selected language of the specific site to which it is associated. If templates are not configured in the user/site language, the default template will automatically be used.

• For existing users, the template presently configured in the application will be considered as the default template.
• For new users, the administrator will be required to set up the language for the default template, while setting up Notification Rules.

Service Requests SLA Enhancements

First Response Escalation and Field Value updates on Escalation for Service Request SLA

Configure escalations for Service Requests that violate the first response SLA. Users can also perform actions on Service Requests that violate SLA by placing those requests in a group, assigning them to a technician, or even setting a new priority and level. Navigate to Setup >> Automation >> Service Level Agreements to explore these newly added actions.

January 15, 2021

Issues Fixed

When Azure AD User Sync integration is enabled:

The first name and last name fields from Azure AD are not in sync with the respective fields in ServiceDesk Plus Cloud.

The configurations are not applied for When users are deleted in Azure AD field if the Remove user from the service desk or Revoke service desk login access options are selected.

January 07, 2021

Deprecation of the older user interface (UI)

• Organizations using the previous UI will automatically be migrated to the new UI.
• The option to switch from the new UI to the old UI will not be available.