What’s new in ServiceDesk Plus MSP Cloud (Release notes & updates)

Timeline

2026

2025

Nov
Oct
Sep
Aug
July
June
May
Apr
Mar
Feb

2024

2026

Jun 16

Webhook Security and DRE Support Enhancements

Webhook header encryption support is now available to secure sensitive information.
You can now type $ in the Header Value field to view and select available $ variables for dynamic data mapping.
For Cloud endpoint types, you can now select a DRE connection link name to execute webhooks securely through DRE.

Copy Release

You can now create a release by copying the details of an existing release. To do this, go to the release details page and click Actions > Copy Release.

While copying a release, select the required fields and stages to copy, including custom stages and additional fields.

Changes & Problems Enhancements

The Copy Change and Copy Problem forms are enhanced to improve usability.
- Copy Change - Bulk selection of stages and fields is now supported. You can also copy stage-based additional fields.
- Copy Problem - Bulk selection of sections and fields is now supported. You can also copy additional fields.

Centralized View for Your Assets

Introducing Assets tab, a centralized view of all items allocated to you. It includes all your assets, consumables, software licenses, and loaned assets.

You can self audit your assets and acknowledge them if not done already.

You can filter assets by acknowledgment status. Additional filters are available for users assigned as Department Head and Reporting Manager.
- Reporting managers can view items assigned to their direct reportees by using the My Reportees Assets filter and use subfilters for specific reportees' assets.
- Department head can use the My Department Assets filter to view items of all departments within their scope and use subfilters for specific departments and users.
To view your items,
- For Technicians: Go to Assets > My Assets.
- For Requesters and Technicians Without Asset Module Permission: Go to the Assets tab in the navigation pane.

Home Realm Discovery (Centralized Pre-Login Page)

SDAdmin and SDAccountAdmin can now use Home Realm Discovery (HRD) to provide a unified pre-login experience for users across domains.

Create a secure pre-login URL by using Home Realm Discovery (HRD) with verified domains of organization and CNAME configuration.
Allow organization users (technicians and requesters) to log in with a single click, and customers to enter their email address to access the service.
Automatically identify users and redirect them to the appropriate customer's service URL.
Simplify access for multiple clients and technicians with a unified login experience.
Customize the pre-login page with your organization’s logo.
Enable Show Pre-login Page to Customers Only to restrict access to the HRD pre-login page for customers and redirect them to customer-specific URLs. MSP technicians use their dedicated service URL configured in enterprise service management (ESM).

May 26

Issue Fixed

Requests

In archived requests, bulk attachment downloads do not work.
Approval reminder notifications are sent to pending approvers in completed approval levels if auto-approval is configured under Setup > General Settings > Approval Settings.
In the Selected Assets pop-up accessed via View More next to Assets in the request details page, clicking View Full Details next to an asset does not redirect to the corresponding asset details page.
Unable to bulk assign department-related view permissions even if the requester is associated with a department and has permissions to view their own requests.
The Forward icon is not available in the first conversation of a request if the requester is assigned as the request's technician.
Able to search for requests based on dissociated tags.
In some cases, request task notifications are not sent if $ModuleFields is included in the notification template.
An issue occurs when Japanese characters are used as search input for Category and Template in request add forms.

Setup

In service templates, when resource question options are added or edited, administrators are unable to use the rich-text editor in full screen.

Assets

Pending acknowledgment is not cancelled if the user or department is removed from the asset via Field Update in the corresponding workflow transition.

CMDB

On the right pane of the CI details page, the Staleness data quality metrics is misaligned.
In CMDB business views, the Save button is misaligned.

Purchases

In purchase order details, item names are distorted.

General

In non-English language setups, the tooltips for Maximize and Minimize icons in dashboard widgets are double-encoded.

May 19

Requests

Unable to save custom views based on linked request criteria.

Setup

The Customer filter is not applied on the incident templates list view.

Assets

Bulk deleted software entries are still shown in the software list view.
An internal error occurs while returning an asset even if the mandated fields in its product type are filled.
In the software list view, the Move To drop-down lists only the first 10 software types even if more types are configured in the instance.

May 08

New Delegation Settings

Allow approvers to take actions on approvals they have delegated without revoking their delegation.
You can do this by enabling the Allow original approver to take action on delegated approvals option under Setup > Automation > Delegation.

If the original approver acts on the approval before their delegate does, the delegate's approval status is updated to Action taken by Original Approver and the delegate can no longer act on it.

Enhancements

Cloud Telephony Integration

From the request details page, technicians can now place calls to phone numbers in any phone type additional fields. These calls are logged as notes in the request’s Conversations.

Removal of Site Column from Contract and Purchase List View

The Sites field is now removed from the column chooser and is no longer displayed in the list view of Purchases and Contracts modules. You can filter purchases and contracts by site using the advanced filter option.

Graph/Table Widgets Enabled for Purchases and Contracts

Graph and Table widgets are now enabled for Purchases and Contracts dashboards.

Parent Contract ID Column Added to Contract List View

The Parent Contract ID field is now available in the column chooser of the contract list view to help identify child contracts associated with a parent contract.

Parent Contract Support in Import and Export

Parent Contract ID and Parent Contract Name can now be used to associate a parent contract during contract import and are now available in the contract export.

Parent Contract Fields Added to Tabular Reports

Parent Contract ID and Parent Contract Name fields are now added to tabular reports.

Purchase Order to Contract Association

From the purchase details page, users can now associate an existing or new contract with the purchase order.

Asset and License Association with Contracts

From the purchase order Received Items tab, users can now associate received assets and software licenses with contracts.

Contract to Purchase Order Association

From the contract details page, users can now create or associate purchase orders with any vendor through the Purchase Orders tab under Associations.

Note: Only purchase orders and contracts of the same customer can be associated. Cross-customer associations are not supported.

Info Widgets

A new Info Widget is now available for dashboards.

In this widget, technicians can enter any content by using the rich text editor (or use plain-text mode), configure access levels, and add it to dashboards. They can use the same info widget across all customers.

Administrators can create and add info widgets to the requester portal home page via code-based portal customization.

Behavior Changes

Delegation

In request, change, release, problem, and purchase order approvals,
- Approval comments is now displayed under the corresponding approver name.
- After delegation, the delegate information is displayed in a separate row next to the original approver.

Apr 13

Enhancements

Setup

New Request Ownership Delegation Option

You can now reassign requests that are assigned to technicians during their absence by using the Assignment Time option under Setup > Automation > Delegation > Delegate Request Ownership.

Assets

You can now add up to 100 assets through sequential barcode generation and vendor barcode scanning.

CMDB

CMDB criteria now supports operators, such as is empty, is not empty, between, and not between, for date/time fields.

Behavior Changes

Service Catalog

Empty child category/template sections (within a service category) are no longer shown in the service catalog for technicians and requesters.

Setup

The Sender field has been removed from request business rule, trigger, SLA, custom menu, life cycle, and Zoho survey conditions. It is now available as Email ID under Requester subfields (already available for business rules).

Assets

In asset acknowledgment, the maximum allowed date/time for Received On is now set to server’s current time, instead of browser time. This prevents users from selecting a future date, and avoids time mismatch errors.

Issue Fixed

Requests

The cost of each resource is displayed in service request resource questions even if Enable Cost is disabled in the service template.
Request bulk edit form is not rendered if request additional fields are not configured in the instance.
The Due By time is miscalculated when on-hold requests are cancelled and then reopened, leading to SLA breach.
The service request edit form fails to load if the following conditions are met:
- The requester is assigned as the request’s editor, and they do not belong to the user group associated with the template
- The service request template includes predefined tasks
When the Need More Info button is clicked in the approval page accessed via email, an Invalid Method error is thrown.

Setup

Tasks configured in the service template are not triggered when service requests created by requesters are auto-approved. This issue occurs if the template is configured as follows:
- Show approval status to requesters is disabled under Approvals
- Trigger Tasks is set as On approvals of Service Request under Tasks

Changes

Unable to save pre-action rules in workflow and life cycle transitions if abort action is configured.
Subsequent workflow transitions are not rendered in the change details page when preceding transition’s post action is configured by using custom function that updates the change.
Unable to execute workflow transitions if attachment fields are mandated in the change template.
When a transition is executed, fields mandated across all stages in the change template are prompted for user input, instead of current stage fields only.
Field labels of description and attachment fields mandated for change workflow transitions are now updated contextually.
In change/release workflows, unable to save new override stage-status notifications in plain text format.
Users who have permission to add work log but restricted to edit changes are unable to add change task work log.

Projects

The Start Date and Duration values in the Gantt view do not match with those in the Gantt view exports.
Project managers are unable to add attachments during milestone creation.

Assets

In computers’ print preview, the Monitors section fails to load.
Asset timer notifications are not triggered.

CMDB

Japanese characters are distorted in the CMDB relationship deletion pop-up.

Home

Unable to access the technician availability chart.
From smart view, users are redirected to a blank page when View Details in the request task details pop-up is clicked.
The Scheduler and Technician Availability Chart pages fail to load on mobile browsers in the Japanese language. This is now fixed by providing consistent localized weekday formats across all languages.

Activities

In some cases, a URL not found error is thrown when a technician attempts to edit from the request details page accessed via the Activities list view. If the technician navigates back to the list view and retries, the edit form opens; however, an Extra key found error occurs when the changes are saved.

Requester Portal

Unable to cancel requests if Others is chosen as the cancellation reason.

General

Disabled DND setting gets re-enabled when the page is refreshed.
In approval notifications, the total count of trashed purchase order approvals are displayed.
In inline HTML and PDF files sent via email, lookup fields with custom module as reference entity are not displayed.

Apr 08

New Azure AD User Sync Fields For Mapping

Besides existing fields, Azure AD User Sync field mapping and criteria now support on-premises attributes in Azure AD and the following fields. Some fields support criteria-based operations, while others can be used for mapping only.

New Field	Field Mapping Support	Criteria Support
aboutMe	Yes	No
imAddresses	Yes	No
interests	Yes	No
isResourceAccount	Yes	Yes
mailNickname	Yes	Yes
mySite	Yes	No
pastProjects	Yes	No
preferredDataLocation	Yes	Yes
preferredLanguage	Yes	Yes
preferredName	Yes	Yes
responsibilities	Yes	No
schools	Yes	No
securityIdentifier	Yes	No
showInAddressList	Yes	No
skills	Yes	No

Behavior Changes

In ESM Directory, administrators can no longer change passwords for unverified domain users.

Issues Fixed

Analytics sync is disrupted due to several user updates.
When a report is edited, hour-based criteria set in advanced filters during report creation reset to 01-01-1970.
Able to delete Deluge custom functions that are used by other functions.
In Technician Group > Group Mail Settings, users are unable to add a new group email address if it partially matched an existing email address. The address is incorrectly identified as a duplicate.

Apr 02

Issue Fixed

Assets

Incorrect physical and virtual memory values are updated after an asset scan.

Mar 31

Requester Portal Customization Enhancement

Create and customize self-service portals tailored to the needs of different customers and user groups, providing each with a personalized experience. Go to Setup > General Settings > Requester Portal > Requester Portal Customization.

Manage portals by customer

Use the customer selector on the Requester Portal Customization list view to select a customer. You can create a new portal page for the selected customer or filter and manage pages associated with that customer or their mapped user groups.

Set customer access level When publishing a page, set the access level to Customers to target the page to specific customers, or User Groups to target specific user groups.

Organize the sequence of portals If a user is part of several groups or a customer is associated with multiple home pages, use the Organize feature to define the display sequence. Choose Use Global Page Order to apply a consistent page order across all customers, or Customize for [Customer Name] to set a page order specific to that customer. The first active page in the order will be displayed to the user.

Note: Pages can be organized only when the access level is set to User Groups or Customers.

Zoho Survey Enhancements

The Survey Templates list view now displays average rating for each template.

The Survey Results list view now displays rating and net promoter score (NPS) for each result.

Ratings and NPS are calculated on a scale of 10.

Behavior Changes

In survey templates, configuring scores is no longer mandatory for questions that use the rating format.

Mar 23

Issues Fixed

Setup

Unable to set task template conditions for task triggers.

Assets

In the asset audit details page, the total count of in-scope, pending, audited, and missing assets are not displayed.
Asset acknowledgment reminder notifications are not sent for all pending assets.

Changes

Unable to use status name as input_data parameter when a change is created via API.

Home

Scheduler fails to load due to invalid data sync from Office 365 Calendar.
The total count in dashboard widgets and module list view accessed from smart view do not match.

Mar 18

Enhancement

Asset Enhancements

Printing asset allocation details now includes fields you select from Column Chooser under Table Settings in the details pop-up. Note that only asset fields can be customized.
You can now generate asset state history reports based on Acquisition Date.

Administrators can now mandate asset fields in product type templates.

View allocation details from the software licenses list view by adding the Allocated column via Column Chooser.

CMDB Enhancements

CMDB multi-lookup field criteria now supports the is empty operator.
You can now configure CMDB criteria for CIs added via OpManager, Applications Manager, and Site24x7 integrations by using the Integration Mapping entity. This entity includes the following subfields to help search for CIs and define criteria:
- Integration: Search for CIs from specific integrations.
- Source ID: Search for CIs based on their IDs in the integrated application.
- Integrated Instance: Search for CIs from specific instances of the integrated application.
You can use these fields to set criteria in the CMDB list view, report, trigger, fine-grained access, additional field, custom menu, and custom widget.

An illustration of Integration Mapping in custom list view criteria

Issues Fixed

Requests

Unable to view the details page of service requests that contain user-defined fields with res_ field keys and resource questions.
Reopen transition button is not shown for requesters even if it is configured in the request life cycle or workflow.
Requests moved from On Hold to Closed are marked as Overdue even if the target resolution time is not exceeded.
In German language setups, the Emails to Notify field in requests is mistranslated.
Unable to search for Group field values while bulk editing request tasks.

Sandbox

Unable to import users into the Sandbox instance.

Setup

Unable to export system log if the time filter is modified.
The Approval tab in the service template configuration page loads slowly.
Requests raised by using email commands ignore abort conditions configured in business rules and get created in the default template.
An internal error occurs when help cards in Setup are accessed.
Zoho Directory user sync fails when the users have the Own Department Requests view permission and are not associated with a department.

Changes

In the change calendar view, schedule bars are misaligned if the trial banner is displayed at the top of the page.

Assets

An Invalid error message is thrown when asset assignment history is exported without prior state changes.
When an asset is marked as Disposed via life cycle transition, an error message is displayed to technicians who do not have access to the default site.
In the Facilities instance, importing plural name of product types to the asset module creates duplicate product type entries in the module.
Unable to import freeware software licenses.
An incorrect error message is displayed when software licenses with invalid license key are edited.
Unable to auto-allocate license from the Licenses tab in the software details page.
Unable to edit or save asset names in the Computer product type even if they are left unmodified.
In the mobile application, push notifications are not triggered in instances created after the first one.

Assets and CMDB

Multiple scroll bars appear on the assets and CMDB list view.

Problems

The User/Technician lookup field XPath is incorrectly saved as problem.undefined in the before scope of a workflow transition when configuring Allowed Users.

Contracts

Unable to renew contract if an additional field that contains data in that contract is removed from the template.

Mar 13

Enhancement

UI Enhancement

In completed approval levels across all modules (details pages and print preview), the No Action Required label is now displayed in a unified format, and includes a tooltip for additional context.

An Illustration of a Completed Approval Level in the Change Details Page

Setup

Administrators can now perform column search in the CAB list view under Setup > Customization > Change Management.

Mar 12

New Features

CMDB Baselines

Introducing Baselines, a clean and structured view that shows how CIs have evolved.
Each baseline you create captures the state of CI configurations (attributes and first-level relationships) at that moment. You can compare different baselines and analyze deviations from the expected behavior.
To capture CIs, you can:
- Create baseline configurations to define the CIs you want to capture, across CI types and business views.
- Create baselines to capture up to 2,000 CIs in-scope with a baseline configuration.
- Compare baselines within a baseline configuration to identify newly-added, removed, modified, and unmodified CIs.
- Compare a CI's configurations across all baselines from the CI details page, business views, and baseline configuration details page.

An Illustration of Comparing a CI from its Details Page

CMDB Data Quality

You can now configure data quality policies such as Completeness, Staleness, and Orphan for CI types to maintain accurate and reliable CI data.
To configure these policies go to Setup > Customization > CMDB > CI Types and edit a CI type.

You can view the results in the CMDB Dashboard, CMDB list view, and CI details view.

CMDB Dashboard

Introducing the CMDB dashboard, a centralized interface that provides a comprehensive view of all configuration items (CIs). You can track CI counts by status and monitor key data quality metrics such as completeness, orphan, and staleness and view associations of CI with other modules.

Multiple Email Domain Support for Customers

Customers can now use multiple email domains.

Request from a new user by email: When a new user submits a request by email, the system now resolves the requester based on the mapped customer and email domain, and automatically associates the request and requester with the corresponding customer.
Email domains can now be selected from the list of already verified custom domains.
Email domains must be unique across customers.
For MSP customers, only verified custom domains listed in the ESM Portal can be selected as email domains. A domain configured in any MSP portal cannot be deleted.
For non-MSP customers, when a custom domain is deleted, it is automatically removed from the email domain mapping.

To add a domain:

Go to Directory tab on the respective customer's details page.
Under Email Domains section or Actions drop-down, click Add Email Domain.
Select an email domain and click Save.

Enhancements

Request View Scope Enhancement

Allow requesters to view their department requests across sites by choosing the Own Department Requests- Across Sites option under View Permissions while adding/editing requester.

View Direct Reportees' Requests

You can now allow users to view requests submitted by their direct reportees.

For technicians this option will be available in the roles page.

Users with ViewReporteesRequests role can view their direct reportees' requests with the help of new list view filter Requests Raised By My Direct Reportees. This filter is available in both Request & Archive Request list views.

Sync Tasks to Office 365 Calendar

Tasks across all modules can now be synced to Office 365 Calendar.

Request Template Help Card

Help cards in the request form, previously accessed via the Help button, are now available as a collapsible section in the right pane.

Help Card in Request Form

View help card content in a separate pop-up by clicking the full screen icon.

Administrators can:
- Set help card titles, unique to each request template.
- Enable Auto display help card to show instructions on the request form by default. If disabled, users must expand the help card to view instructions.
- Auto display help card is enabled automatically for templates where Show in Request Form is already enabled. Administrators can disable this option at any time from the request template.

Linking Changes

Link change requests through parent-child relationships to organize, manage, and track complex deployments and related changes, such as staging to production migrations, antivirus patches, or large-scale, multi-phase implementations.
A change can function as either a parent or a child, but never both.
Administrators can set closure rules to ensure that a parent change is closed only after all of its child changes are completed. These checks can also be enforced through workflow transitions.
Users with edit permission to the current stage can link and unlink changes under Associations in the change details page. They cannot perform this action in closed changes, but can link a closed change to open changes.

An Illustration of Linking Parent Change

An Illustration of Linking Child Changes

User-Defined Change Lookup Fields

You can now select Asset and CMDB modules as reference entities for change lookup additional fields.

Release Scheduler

The release details page now includes Scheduler, a weekly/monthly calendar that displays schedule of the release and its associated changes (each color-coded based on their type), besides matching or conflicting freeze windows.
If any of the associated changes is frozen, the release will also be frozen and cannot move to further stages or statuses.
Users with edit permissions can use Configure Release Schedule to modify the release's schedule.

Hover over a change schedule bar to view key details of the change, such as status, release schedule, freeze window, and more.

Release Calendar View Enhancement

You can now create releases from the calendar view.

Checklist Enhancements

Checklists are now available as custom actions under Setup > Automation > Custom Actions > Checklists.

Automations

Execute checklist actions via triggers, workflows, workflow transitions, and timers.
This applies only to Requests.

Triggers

Configure triggers for checklists (request subentity) to be executed when checklists are created, edited, or deleted.
Set checklist items as criteria while configuring triggers.

Workflows

In Incident and Service Request workflows, Checklist is available as an action node.

Workflow Transitions

Configure checklist actions under Post-Action Rules in workflow transitions.

Timer

Configure checklist actions within Abort Timer settings.

Incident and Service Request Templates

Under the Checklists tab, Manage Checklists now supports bulk dissociation of checklists.
A new requester permission Allow requesters to view checklists in requests created using this template is added under the Checklists tab for templates that requesters can access.

Incident/Service Requests

While converting a request type, you can delete checklists from the previous template. This applies to both incident and service requests.

Timer Action Enhancements

Define automated actions to run within a specific time window and configure time-delayed actions for sub-entities such as tasks and approval levels across requests, changes, problems, and releases.

Timer actions are also now supported for assets and can be associated with asset triggers and workflows to enable seamless asset automation.

Condition-based timers now support the Consider operational hours option, allowing actions to be executed based only on configured working hours. This enhancement applies to all modules that support operational hours. For existing condition-based timer actions, this option will remain unchecked by default to ensure no change in current behavior.

Timer support is now available for Custom Modules configured through the Web tab. These timers can be associated with Custom Module triggers.

Notification Action Enhancement

When configuring notifications for approval levels under Custom Actions, Pending Approvers and Rejected Approvers are now available as selectable recipients under Approval Level Users.

Behavior Changes

Request View Scope

In the Requester Add/Edit page, the Requester Allowed to View option has been renamed as View Permissions and moved from the Department Details section to Advanced Permissions & Privileges section.
If a requester is not associated with any specific department, the department related permissions, Own Department Requests and Own Department Requests - Across Sites, will not be shown in View Permissions when adding/editing requesters.
In Configure View Permissions under requester list view, both options will be shown but only applied to the requesters who have a department associated with them.
Technicians can no longer perform their associated actions on requests accessed through approval.
Requesters scope of requests are renamed as follows:

Requester Allowed To View	View Permissions
All Requests	All Requests
All their site requests	Own Site Requests
All their department requests	Own Department Requests
Only their own requests	Own Requests

Checklists

Checklists under Setup > Customization is now renamed as Checklists & Items.
Checklists Templates is now renamed as Checklists.

The character limit of checklist item name is increased to 250.
While changing a template, the option to copy checklists has been replaced with Delete checklists from previous template. This option removes checklists from the previous template; however, it does not remove checklists created within the request.

Issues Fixed

Setup

Unable to save release templates if the Status Comment field is not mandated.

Mar 05

Enhancements

Assets

The following fields are now included in Computer product type forms to store processor information in detail: Total CPU Cores, Logical Processors, Threads Per Core, and Processor Count.
VMware device scan now captures the serial number of VMWare ESXi.

Issue Fixed

Setup

In trigger conditions and in the Set Value action of form rules, date/time field values follow the format configured in personalization settings, instead of browser locale format.

Feb 27

Issues Fixed

Changes

Save button is disabled in the Add Downtime form when downtime creation is aborted by a business rule.

Requests

In the request details page, the workflow transitions appear in the right pane of the Center Panel setup.

Feb 24

Issues Fixed

Requests

Unable to link requests listed after a global search.
In the Google Chrome browser, users are unable to modify the date filter in the archived requests list view.

Setup

Unable to cancel the column search in the users list view.
Unable to import .mpp files into the project module.
Unable to edit transitions in a request life cycle.

Changes

Custom widget icon is not displayed on the change details page.

Survey

Surveys are not translated into Arabic language.

General

Unable to embed Zia chat bot as a widget in external websites.

Feb 19

Issues Fixed

Changes

Unable to create change templates if change roles, such as Reviewer, UAT Owner, Implementer, and Line Manager, are deleted.
In change forms, Stage and Status fields are empty.

Feb 13

Behavior Change

Survey Reports

Survey reports now display data based on user roles.

SDAdmins can view all surveys that meet the report criteria.
Other users can view only surveys they have attended for modules within their scope.

Issues Fixed

Reports

In survey custom reports, while setting up advanced filter criteria for Group and related fields, available values are not displayed automatically in the value selection pop-up.

SAML Authentication — Mobile App

An error occurs when users log in to the mobile app via SAML authentication by using a custom service URL associated with multiple instances.

Feb 10

Issues Fixed

Requests

In requests resolved via associated workflow and later closed after a waiting period via the same workflow, Resolved Time is reset to Completed Time.

Setup

In form rules, Item field values are not listed for Add Options and Remove Options actions.

Changes

During form edits, the overall attachment limit (50 MB) is not enforced for bulk file uploads at different change stages.
When a change is being copied, the Copy button remains enabled. This leads users to click the button multiple times, leading to multiple copies.
When change notifications (approvals, conversations, etc.) are edited, recipients selected from Change Users are not displayed.

Assets

Unable to download the file required for self scan.

Contracts

In some cases, technicians are unable to view contracts even if they have the requisite permission.

General

In request emails, texts explicitly applied black and white colors do not adapt to light and dark modes.

Feb 06

Requests, Problems and Assets

Issue Fixed

On the request, problem, and asset details pages, workflow/life cycle transition buttons are non-responsive. This issue occurs in older versions of Chromium browsers.

Jan 28

Enhancement

Purchases

In pending approval notifications, purchase order approvers (technicians-only) can now view invoices, payment, received items, approvals, and conversations of purchase orders, besides purchase order details.

Issues Fixed

Requests

In some cases, an internal error occurs when a requester creates a request and adds an editor to the request.
Unable to save a request template if the value set to a lookup field is cleared.

Changes

In changes, users are unable to spot edit mandatory fields under the planning stage.

Jan 23

Issues Fixed

Requests

Service request editors and requesters are unable to edit their requests if they do not belong to any of the user groups associated with the corresponding request templates.

Assets and Changes

Content copied into single-line fields during spot edits on asset and change details pages is pasted twice.

Setup

In all modules, On Field Change form rules configured for single-line fields are not applied.

Jan 21

Issues Fixed

Requests

In dark mode, hyperlinks are not visually distinct in request descriptions submitted via email.
Unable to create Jira issues from requests containing Japanese characters in the description.
While creating a new Azure DevOps work item, non-English language characters in the Project and Work Item Types drop-down values are not rendered properly.
Unable to perform a column search while attaching Azure DevOps projects or work items.
Requests raised via email are created in the default template of All Customers instead of customer-specific default template.
When a request is edited, requester details are not displayed when the View Requester Details icon in the Select Requester pop-up is clicked.
On the request details page that opens after an incident request is added or edited, spot edits are not saved and the SLA field can be edited.
When requests are updated via import, Site is set with the base site for requests with no site value in the import file, instead of retaining the existing site.
The email signature, if added to the forward email template, appears twice in forwarded conversations.

Setup

In templates, mandatory field indicators are misaligned if field label orientation is switched to the right.
In the template edit form, a field moves to a different section if its properties are edited.
Unable to edit sites in instances converted from AssetExplorer Cloud to ServiceDesk Plus MSP Cloud.
Field updates made during request pickup are not captured in the request history.
Mandatory fields added to transitions in asset life cycle disappear when saved.

Changes

From print preview, clicking a change link under Conversations redirects to the misaligned change details page in the same tab, and not in a new tab.

Purchases

In purchase orders, the total cost is miscalculated when the default sales tax rate and additional services are applied.
In purchase order PDF files, multi-line field values are misaligned.
In purchase orders, content copied into text fields is pasted twice.

Solutions

Expiration status of a solution is not updated if Internal Comments is mandated.
Unable to download inline images in solutions via API.

Responsive Web View

In web browsers on tablet devices, when an approval link is accessed via email, request details are not displayed; only the approval action buttons are displayed.

Jan 16

Issues Fixed

General

In technician login, the Requester drop-down values fail to load.

Jan 09

Issue Fixed

Releases

Attachment fields are not displayed in the release details page.

Jan 08

Enhancement

Template Optimization

Optimized performance of template configurations.

Issues Fixed

Reports

The release, asset, and CMDB report exports show no data if Sort Order is applied.

Jan 05

Issues Fixed

Changes

Users are unable to add attachments in change tasks within any stage if they do not have edit permission to the submission stage.

2025

Dec 24

New Feature

Dedicated Finance Help Desk Instance

We are now introducing a dedicated Finance Desk instance designed to manage and streamline finance-related functions.

Dedicated Finance Portal:
A new instance exclusively for managing financial service requests with a focused interface for requesters and technicians.
Requester Portal Templates for Finance:
Ready-to-use requester portal templates to raise, track, and manage finance-related requests.
Finance-Centric Categories & Items:
Default categories, subcategories, and items are configured for finance operations such as payments, invoices, reimbursements, budgets, and payroll.
Specialized Incident & Service Templates:
Prebuilt templates designed specifically for finance to support incident and service ticket creation.
Finance-Specific Technician Groups:
Predefined technician groups to handle different finance operations.

Enhancements

Request Template Customer Association

Users can now associate request templates with all customers or selected customers.

You can now set request templates as global defaults for all customers or as custom defaults for specific customers.
Form rules can now be associated with selected customers.

Requests

You can now bulk edit tasks from the request details page.

Setup

Apps & Add-Ons

We have now reduced the Analytics sync time for customers who rename users frequently.
We have now upgraded the Analytics Sync Internal API to address the performance concerns and minor issues in the earlier APIs.

Probes & Discovery

The SNMP V3 credential type now supports authentication protocols, such as SHA-256, SHA-384, and SHA-512, and encryption protocols, such as TRIPLE-DES, AES-192, and AES-256.

Reports

List View Enhancements

To simplify report navigation, a new report filter drop-down has been introduced. Users can now filter and view specific reports from the complete list.

Filter	Description
All Reports	Displays all reports
Custom Reports	Displays reports generated by users
Query Reports	Displays reports generated through query-based configurations
My Reports	Displays reports created or owned by the logged-in user

Use the search bar to filter out a specific report or report folder. Selecting a report folder locates it in the list view, while selecting the report generates and displays the latest report.

Reorder report folders in the list view by clicking Organize Folder in the toolbar.

Wizard Enhancements

In Filter Options,
- Report criteria now supports is empty and is not empty operators.
- New variables have been introduced for the following fields:

Field	Variables
Site	$Default site: Default site of your organization $Current user site: Site of the user generating the report $Current Technician Associated Sites: All sites associated with the technician generating the report
Group	$Current Technician Associated Groups: All groups associated with the technician generating the report
Department	$Current user department: Department of the user generating the report
User	$System user: User created by the system automatically $Current user: User generating the report

In Select Column to Group, you can now use Sort Order to display Order By field values in ascending or descending order within the report.

Assets

Asset Attributes

The value field for asset attributes (Asset Tag, Serial Number, more) in criteria now supports up to 2000 characters.

Asset Age Tracking

In Assets, a new Age field has been introduced to display how long an asset has been in use within your organization.
This field, when added to the template, will appear on the asset details page canvas and edit forms.
By default, the field will appear on the right pane of the asset details page, even if the field is not added to the template.
To add the field to the template,
- Open the All Assets product type template under Setup > Customization > Asset Management > Product Type and go to Fields.
- From the Available tab on the right pane, drag the Age field onto the canvas and save the template.

Note: You cannot add the age field to consumable templates.

A new Configurations tab has been introduced under Setup > Customization > Asset Management where technicians with SDAdmin or AssetConfig role can configure how asset age must be calculated and displayed in the asset details page.
Asset age can be calculated from acquisition date, asset record created date, or relevant Date/Time additional field in asset forms.

Create a custom assets list view that filters and displays only assets of a specific age.

Generate age-based asset reports by including the Age column and applying age criteria.

Track assets in all product types across different age groups and monitor their life cycle trends by adding asset age widget to the dashboard.

For a computer product type-focussed summary, add the Computer Age Summary widget to the dashboard.

Contracts

You can now perform a global search for contracts by user-defined fields.

Vendor Additional Fields

Under Setup > Customization > Additional Fields > Vendor, SDAdmin and technicians with vendor configuration privileges can now add or edit additional fields for Vendor.

Supported Field Types: Single-line, Multi-line, Numeric, Pick List, Multi-Select, Date/Time, Email, Phone, Currency, Decimal, Percent, Web URL, Check Box, Radio Button, and Decision Box.
These additional fields will be displayed in the vendor add or edit form and in the right pane of purchase and contract details pages.
You can now import or export additional vendor fields through Setup > Data Administration > Import/Export Data.
In Purchases, Contracts, and Assets, the vendor pop-up is displayed in a two-column format.

Enable/Disable Product

SDAdmin and technicians with product configuration privileges can now restrict the visibility of products in purchase orders via the Product Visibility option under Setup > Customization > Asset Management > Product.

Products marked as Do not show in purchase order will not be listed under the Products drop-down on the New Purchase Order page.

Enable/Disable Vendor

SDAdmin and technicians with vendor configuration privileges can now enable or disable vendors under Setup > Customization > Asset Management > Vendor.

Disabled vendors will be marked as Inactive in Purchases, Contracts, and Assets.

Limitations

Vendor

Inactive vendors cannot be associated with products and services and will not be listed in the vendor drop-down when creating a new purchase order, contract, or asset.

Purchases

For purchases associated with inactive vendors, the Duplicate Purchase Order option will not appear in the Actions drop-down on the Purchase Order details page.
Products and services associated with an inactive vendor cannot be received in purchase orders.

Contracts

Contracts linked to inactive vendors cannot be auto-renewed or manually renewed.

Assets

For consumables associated with inactive vendors, adding or modifying the Received Quantity and Purchase Cost is now restricted.

Purchase Timer Action for Trigger

Use Purchase Timer Action to plan automated actions in purchases within a specific time frame and execute time-delayed actions through custom triggers.

Contract Timer Action for Trigger

Use Contract Timer Action to plan automated actions in contracts within a specific time frame and execute time-delayed actions through custom triggers.

Purchase/Contract Users in Notifications

You can now select and notify purchase/contract users directly in the Notifications.

Triggers for Subentities of Purchases and Contracts

You can now apply triggers to sub entities of purchases and contracts.

Releases

Define criteria to grant access permissions for non-prominent roles, such as Development Head, QA Manager, and UAT Owner during role creation.
Configure approval permissions for release roles. Two new release approval permissions have been added: Add or Edit Approvals and Delete approvals.

Under Setup > Release Closure Rules > Stage approvals, select All Approvals Completed to move release requests to subsequent stages when all approvals within a stage are completed (Approved/Rejected).

Select predefined date ranges, such as Today, Tomorrow, This Week, Last Year, and more, from custom filters in release list view, grid view, calendar view, date fields in timer criteria, and date additional fields.

In release notification forms, the Release Users and Roles filter is now split into Release Users and Release Roles.

Release Users will now include CMDB and Asset user fields.

In list view, the title tooltip now displays the release description.

Define color codes for releases list view and template view based on release attributes such as Stage, Type, Priority, Impact, Workflow, Template, and Risk.

A closure rule violation pop-up now displays mandatory properties when closing a release from the closure stage.

You can now add Assets and CMDB modules as reference entities in release lookup fields.

You can now resend approved and rejected approvals when an approval level is pending, allowing users to resubmit approvals.

You can now add Tasks to the print preview. This option is disabled by default.

Custom Widgets for Projects

Custom widgets are now supported in Projects. You can add custom widgets to the project details right pane and project details tab.
Configure project custom widgets under Setup > Developer Space > Custom Widgets.
Set the display location of project custom widgets by expanding the widget name and enabling the toggle against the preferred location.

Zoho Circuit Integration UI Enhancements

Qntrl Circuit now includes an updated user interface, which is automatically enabled for all users. All existing core functionalities remain unchanged.

This update was rolled out in phases over the past two months across data centres and is now fully deployed globally.

Behavior Change

Service Request Workflow

Service request workflows now allow configuration of more than 15 approval nodes which enables designing different approval paths within a workflow.

Contract Expiry Notification

The Notify Before range in the Expiry Notification section of the Contract page has been increased from 365 days to 3,650 days, allowing for earlier contract expiry alerts.

Issues Fixed

Requests

Request fields associated with tasks in incident or service templates are not rendered as expected.
In the right pane of the request details page, the reporting manager name is displayed twice.

Setup

During Vendor import, products are not associated with vendors.
In timers, level actions and abort actions are executed, even if the abort conditions are not met. This issue occurs if the abort condition is set by using the is changed operator.
Custom function actions configured for business rules and workflow pre-action rules do not execute if the rules are applied as follows:

Rule	Module/Entity
Business rules	Request tasks, Changes, and change tasks.
Workflow pre-action rules	Changes

Analytics sync fails if an additional field name contains the \ character.

Changes

After importing change data, the Retrospective field is not updated as expected.

Changes and Releases

In the calendar and scheduler views, tooltips for time slots near the bottom of the screen are displayed partially.

Assets

After a discovery/scan, the virtual machine is not associated with its virtual host.
In the Asset Acknowledgement form, the Received On field cannot be set to a date later than the current date.
In non-English setups, the product type count in the asset summary widget is displayed as 0, instead of the actual value.
Unable to print asset details if the product type name contains the ' character.
Users assigned to life cycle-configured assets remain associated even after the assets move to Expired or Disposed states.
In the assets list view, when the In Use asset state is changed to In Store via the State column, the Associate To, Select User, and Select Department fields are displayed in the Modify State pop-up. This issue occurs only for assets not associated with any life cycle.

Projects

In some cases, the milestone order is not sequential within a project.
Project Feeds does not load after a task comment is added within projects.
Tasks are not displayed in the resource management view if one of the associated task templates does not contain the Priority field.

Reports

In the report form and report wizard, the back navigation button is not displayed. Additionally, in the generated report page, the page navigation buttons are misaligned.
The Save Report, Save report as, Mail this Report, and Cancel buttons in query reports are non-responsive.

Dashboard

If the dashboard auto-refreshes while a resolution is being added in Smart View, all entered content is lost.
The Value filter in the smart view disappears immediately when clicked.

General

Dropdowns that load items show duplicate entries when scrolled fast.
The keyboard shortcut for global search does not work for Spanish keyboard layout.
In the Safari browser, technicians are unable to select recipients.
In the Microsoft Edge browser, users are unable to drag files from their Windows system and drop them into a request.

Dec 19

Issues Fixed

Requests

On the request details page, technicians are unable to access transitions under the More button within the Transitions section.

Setup

In Form Rules, if Records per page is set to 10, the records that appear after navigating to the next index are non-responsive.
In the New CI Type form, the text field for API Name is not displayed.

Dec 17

Issue Fixed

Purchases

Unable to send purchase order emails to vendors from the purchase order details page.

General

Unable to copy the SPF record, verify domain, and view DKIM configurations from Setup > Mail Server Settings > Mail Addresses.
Unable to select or modify date fields by clicking the date picker icon.
Unable to submit surveys.
The Proceed button in the Subscription Limit Exceeded alert is non-responsive.

Dec 16

Issue Fixed

Purchases

Sections deselected for printing continue to appear in the print preview.

Dec 15

Probe Updates

Assets

We have upgraded the probe architecture to strengthen security:
- The probe now requires .NET Framework 4.8. Support for .NET Framework 4.5 is discontinued; existing installations will be upgraded automatically.
- On-premises integration keys are now encrypted and stored securely. You can access them from the new Developer Options option in the probe tray.
- The device-based encryption is strengthened with installation-specific keys.
- Log handling has been refined to reduce noise and provide clearer insights.

Issues Fixed

Requests

In some cases, in conversations, right-to-left language content is not displayed.

Requester Portal

Requesters are unable to view certain fields in the request details page, even if those fields are configured with Requesters can View permission in the incident/service template. This issue occurs only if SDAdmin has customized the request details page.

General

In some cases, in edit forms, mandatory fields within collapsible sections are not validated.

Dec 04

Client User Login and Domain Enhancements

The UI text in the left pane of ESM Directory is modified for better understanding.

Existing Content	Modified Content
Users	User Management
Verified Domains	Custom Domains
SAML	SAML Authentication
Active Directory	Active Directory Settings
Organization URL	Custom Service URLs

Nov 28

New Features

Software Manufacturers

Technicians with SDAdmin or AssetConfig roles can now manage software manufacturers of all IT assets under Setup > Customization > Asset Management > Software Manufacturers.

Merge redundant software manufacturers to a parent manufacturer by clicking Reconcile on the list view toolbar.

Note: After merging, all associated software, licenses, license types, and license agreements will be moved to the parent manufacturer.

Unmerge all or specific child software manufacturers by clicking Unmerge under the parent manufacturer.

Edit, search, sort, and delete software manufacturers from the list view.

CI States

Track and manage the life cycle of configuration items (CIs) by using CI states. Create new CI states under Setup > Customization > CMDB > CI States.

CI states can be grouped into Active type or End-of-Life (EOL) type.
Use the settings under Setup > Customization > CMDB > Configurations to hide EOL marked CIs across all modules. EOL marked CIs will not be listed in the CIs field across all modules.

New relationships cannot be created for EOL marked CIs.

CMDB List View

Filter CIs based on its states: Active CIs or End-of-Life CIs.

Display CI states in the CMDB list view by selecting the State field from the column chooser.
Change CI status from the list view or details page. Bulk change CI status by using the Modify State option in the CMDB list view.

Software & License Enhancements

The license type Subscription is introduced for Software & Licenses. Licenses synced from SaaS Manager Plus are added under the Subscription license type.
Customize the list view of Software, Agreements, and Licenses by applying custom filters based on criteria. Mark the frequently used filters as Favorites.
User-tracked license types now include more than one installation per license.

Behavior Changes

In the Assets module, Software and its sub-entities are renamed as follows:

Existing Behavior	Behavior Change
Software	Software & Licenses
Scanned Software	Software
License Agreements	Agreements
Software Licenses	Licenses

On the licenses list view, New Software License and New Upgrade License are accommodated within the New button.

Request Resources Enhancements

Based on request resources, you can now generate reports and Zoho Analytics, and execute automation rules such as Business Rules, Triggers, Timers, Workflows, and Service Level Agreements.

Generate Reports:
- Create detailed reports based on request resources.
- The available fields for report generation and advanced filtering are Resource Name, Resource Description, Question Name, Question Maximum Quantity, Answer, Cost, Quantity, request fields, and request additional fields.
- Note: Request Resources is available as a separate module and will not be included in other request reports.
Support for Zoho Analytics: Zoho Analytics now includes Request Resources data, allowing you to generate comprehensive reports on request resources.
Execute Automated Actions:
- Update request resources via Field Update action in Service Level Agreements, Business Rules, Timers, and Workflows.
- Define criteria based on request resources for Service Level Agreements, Business Rules, Triggers, Timers, Workflows, Custom Menu items, Survey Exclusion Conditions, and Survey Rules.

Enhancements

Azure AD User Sync

Set the login state of users added or updated via Azure AD User Sync.
These options are available in the Azure AD User Sync configuration page.

Linking Releases

You can now link releases to organize and manage complex deployment scenarios. Additionally, you can set stage-level release dependencies with built-in checks to prevent duplicate or circular links.

Parent release & Sub-release Association: Break a large release initiative into manageable, sequential releases using the Parent - Sub release associations. To do that, in the parent release, go to the Associations tab and add related sub-releases.

Alternatively, in a sub-release, open the Associations tab and link it to a parent release.

View Linked Releases and their Scope

From the release list view, you can view the linked releases and their scope.

View Release Dependency

You can view the dependency between the releases using the Release Dependency option in the parent release.

Configure Release Dependency

You can configure release dependency from the Associations tab of the parent release.

Additional Fields Enhancements

Administrators can now:

Select Asset and CMDB modules as reference entities for problem lookup additional fields.

Create multi-select lookup and date-type additional fields for Problems and Releases modules.
- Supported Refer Entities for Multi-Select Lookup:
  - Problems: Department, Asset, CMDB, Group, Site, Technician, User, Status, and custom modules.
  - Releases: Department, Group, Requester, Site, Technician, User, and custom modules.

Nov 12

Change in SAML Single Sign-On Behavior

SAML redirection for single sign-on will be disabled for service domain URLs, effective from mid of November. To continue with SAML authentication, users must enter their email address on the account login page.
The login flow for custom domains will remain unchanged.

Nov 07

Issues Fixed

Assets

In the asset card view, only 10 cards are displayed even when more cards and space are available to load.

Nov 04

Enhancements

Requests

Customize the request details page layout to prioritize key information and create an efficient user experience.
To do this, go to Setup > Layouts > Details Page Layout. Create separate layouts for technicians and requesters.

Requester Layout Customization

Technician Layout Customization

Technicians can personalize their request details page layout if Allow technicians to edit their layout is enabled. By default, this option is enabled. SDAdmins can control whether technicians are allowed to personalize their layout.
By default, the layout customized by SDAdmins applies to all technicians. However, technicians can override it with their personalization by clicking the Layouts icon and selecting My Layout.

New User Variables for Custom Notifications

In request notification forms (under Setup > Automation > Custom Actions), the Notify field filters now include additional variables:

Filter	Variables
Request Users	Pending Approvers Approved Approvers Rejected Approvers Created By Editor (if Service Catalog is enabled for the setup) Email additional fields User, Requester, and Technician-referred lookup additional fields
Notification Users (available when Applies to is set to Email responses (from Users))	To Cc Note: This applies to change, release, and problem notification forms as well.

Focused Details View

Hide empty fields on the details page (both canvas and right pane) for a cleaner and more focused view of relevant information.

Technician Unavailability Alerts

You will now see an instant alert in request and technician assignment forms if the chosen technician is currently unavailable.

Self-Service Portal Enhancements

To help you deliver a personalized and industry-relevant user experience, the code-based requester portal customization wizard now includes:
- New Industry-Specific Templates: To align the portal with your business process, you can choose a portal template from our extensive collection designed for various industries.
- Variables for personalized content: Use variables to create a more personalized experience for your portal users.
  - User Variables: Display personalized content for the logged-in user.
  - Text Variables: Use text variables to insert predefined phrases in portal content, which are automatically translated and displayed in the user's preferred language.
  - Greeting Messages Variable: Display greetings to users based on the time of day.
  - Widget Organization: Canned widgets and URL widgets are now grouped under the Widgets filter drop-down.

Issues Fixed

Zoho Survey

In Zoho survey forms, in greetings, comma is displayed before the user name.

Dashboard

When customizing dashboards, report widgets are not displayed in the widget selection list if there are more than 100 report widgets.

General

The list view fails to load if an additional field added to it by using the column chooser is deleted. This issue occurs in all modules.
In Windows systems, NVDA screen reader does not read the following in Chrome and Edge browsers:
- Request list view columns such as ID, Status, Technician, Subject while navigating by using Ctrl+Alt+arrow keys shortcut.
- Suggested user name and email fields (such as To, Cc, etc.) in reply and forward conversation forms.

Assets

In the mobile app, the Submit button is not visible when responding to asset acknowledgment approvals via email.

Oct 25

Enhancements

Change in Accessing Our Application

We are updating the way you sign in to our application to improve security and provide a more consistent sign-in experience. These changes include:

Adding or editing custom service URLs based on the ServiceDesk Plus MSP Cloud domain (e.g., helpdesk.sdpondemand.manageengine.com) will no longer be allowed. You can use the existing domain.
You can delete existing subdomains.
We recommend moving to an organization-owned custom domain for long-term use.

Oct 22

Behavior Change

Requests

The mode for requests created from Microsoft Teams will now be set to MS Teams by default.

Issue Fixed

Requests

Technicians associated with a group in a refer site and have the All in group & assigned to Technician role are unable to access archived requests assigned to that group.
Unable to attach or detach Jira issues from requests due to search API deprecation.

Setup

Under Field Update in business rule edit form, multi-select field values containing commas are split into separate items at each comma. If the number of split items matches the total number of field values originally selected, the other selected values are not displayed.
For example, during business rule creation, if three values such as "Jennifer, Gracias, Doe", "Mark", and "Steve" were selected, "Jennifer, Gracias, Doe" is split and displayed as three distinct items in the edit form (Jennifer, Gracias, and Doe), missing out Mark and Steve.
When the service catalog is saved after reordering, an error occurs if the instance contains only incident templates and no service categories or service templates.

Oct 15

Issue Fixed

Reports

In setups with large data, blank or incomplete rows appear in XLS and CSV report exports.

Oct 13

Enhancements

Merged Request Information in Parent Requests

After merging requests, users can now:
- Identify conversations from child requests by using the MERGED tag in the parent request.
- Hover over the tag to view the merged request's details, such as Request ID, Request Subject, Merged By, and Merged Time`
- View merged request details in parent request reports.

Additional Field Enhancements

Date type additional field is now supported for Tasks.
You can create a maximum of 5 Date type additional fields.

Limitation

The number of selectable additional fields (Multi-Select, Pick List, Check Box, Radio Button) in task layouts is limited to 20.

Audit Log Export Enhancements

Users can now export audit logs in CSV format from Threaded or Linear views. The exported file is delivered via email, push, and bell notifications.
Email notifications include attachments for files under 50MB and a download link for larger files.

Behavior Change

Reports

Scheduled tabular reports with more than 500 rows will be generated as an HTML file instead of inline HTML.

Contracts

Technicians can associate only assets and software licenses of the sites selected in the contract form.
Technicians can no longer dissociate assets and software licenses of sites outside their scope.

Issue Fixed

Setup

In setups hosted in Japan data center, users are unable to configure Conversation Summary and use it.

Sep 24

Enhancements

Contracts

Technicians can now view Created Date in the contracts list view and in contract imports and exports.

Issues Fixed

Changes

In changes associated with Follow Guided Path enabled workflows, mandatory validation is not executed for Scheduled Start and Scheduled End fields under Planning > Schedule.
If a predefined section name in Planning is edited and the Description field in that section is mandated in the change template, the updated section name is not replaced in the error message shown when the field is left blank upon submitting the change form.

Problems

Note and Description variables are not replaced in problem notifications.

Purchases

The organization's logo appears distorted in purchase order PDFs sent via email.
The values of Cost Center and GL Code fields are not replaced in the actionable card purchase notifications.

Requester Portal

Users are unable to search for service categories and templates by their description.
The following behaviors have been restored for users raising incident or service requests:
- If only one template is available in an instance, users will be redirected to that form template.
- If only one template is available within a service category, users will be redirected to that form template when they click the service category in the service catalog.
- If only one service category with multiple templates is available in an instance, users will be redirected to the list of templates instead of the service catalog.

Setup

In Customize Catalog, technicians are unable to save the service catalog after reordering the request templates and service categories.

General

During migration from ServiceDesk Plus On-premises to ServiceDesk Plus MSP Cloud, the field keys for additional fields are generated in the wrong format.
When records are exported from the list view, column headers in the export file appear in English, regardless of the language selected under Profile > Preferences > Personalize.
In Japanese setups, an irrelevant confirmation message is displayed after a report email is sent.
In French-language setups, the term Department is mistranslated.
In some cases, the values of checkbox additional fields are not rendered in the task add or edit form.

Apps & Add-ons

SMS sending fails if Request Payload Type is application/json in SMS Settings.

Sep 02

Issues Fixed

Requester Portal

In GUI-customized requester portals, users are unable to view announcements and assets on the home page.

ESM Directory

The portal customization page does not open when Customize the Portal (under ESM Portal) is clicked.

Aug 29

Enhancements

External users can now access the ServiceDesk portal via a custom domain (e.g., helpdesk.zylker.com). The custom service URL must be mapped only to a single portal to enable this access.

Intranet Webhook

Intranet Webhook, previously announced as beta, is now enabled for all users by default.
Technicians can now enable/disable Intranet Webhook via the Endpoint Type option in the webhook form.

CMDB

Via import, you can now set null values for CMDB fields, overriding any existing values.
You can now set dynamic values in custom view criteria.
In the Network Details section, you can now specify multiple IP addresses for a network interface card by separating them with commas.

Asset

In the Network Details section, you can now specify multiple IP addresses for a network interface card by separating them with commas.

Provisioning Tool

The mailto argument is now optional when scheduling sync in the provisioning tool's task scheduler.

Issue Fixed

Requests

The selected checklist items are not marked in the print preview.
In the request details page, the height of the tabs panel is set to full screen.
In the Chrome browser, users can add and update content in non-editable fields.

Setup

After a CI type is deleted, the fine grain access configurations set with All CI Types are removed.
In the CMDB trigger rule criteria builder, irrelevant second-level fields are displayed for checkbox fields.
When a software license type is added or edited, the Is Node Locked field does not display if Track By is Computer.
In English and Japanese-language setups, under Service Category, the search bar overlaps with the Incident Template tab.

Assets

The list view fails to load at certain screen resolutions and zoom levels.
Unable to delete disposed software licenses.
Assets added to child product types of Virtual Hosts and Virtual Machines are not scanned and synced from Endpoint Central as expected.
In the loanable assets list view, assets associated with an asset life cycle are not displayed.
Unable to export Discovered Serial Number and asset users' Employee ID from the list view.
The video card details are not transferred to the copied asset.
In barcodes generated under Configure and Print Labels, the leading zeros in Starting From are not displayed.
The product type deleted during an asset audit does not display under Newly Identified Assets.
In Dark mode, the section header text on the asset details page is not displayed distinct from the background.

Problems

After the problems associated with a change are moved to Trash, they can still be detached from the change when the page is not refreshed.
After the copy operation is canceled, data added to the copied problem is displayed in the problem add form.
In the Analysis and Solution tabs, users can include attachments in sections removed from the template.
In the Solution tab, the Resolution Template drop-down does not display for users without the Solutions module permission.
In the Analysis and Solution tabs, the edit icon is misaligned when multiple attachments are attached.
In the Edit Problem form, problem templates are not listed in the Problem Template drop-down if neither of the templates are associated with Technician Groups.
In the Analysis tab, an additional Edit icon is displayed each time an attachment is deleted.
When a problem's site is changed, the Task Group and Task Owner of the previous site are retained.

Purchases

In the Purchase Order PDF document, the signature fields are misaligned.

Maintenance

In Japanese-language setups, Changes in the module filter of the maintenance list view is misaligned.

Requester Portal

The requester portal editor becomes unresponsive when changes are saved.
Custom widgets are not displayed in the requester portal editor.

General

In the Instances panel, long instance names overflow the display height.

Aug 25

Issue Fixed

Assets

The list view fails to load at certain screen resolutions and zoom levels.

Aug 22

Issue Fixed

Setup

When the Service Templates page is zoomed in, New Service Template and Copy Template are not displayed.

Requests

The Request Details section does not display in requests accessed via approval emails.

Aug 21

Behavior Change

Azure AD User Sync

From now on, any Microsoft Azure user can integrate Azure AD User Sync to sync complete user information (beyond basic details) from Azure AD. This can be done only after the user obtains consent from the Microsoft Azure global administrator and authorizes ServiceDesk Plus MSP Cloud in Microsoft Azure.

Enhancements

General

List View Enhancement

All module list view columns are now resizable, with personalized width settings retained for each user.

Web View

The web view is now optimized with a responsive user interface, which adapts to different orientation, screen sizes, and media types across devices.

Supported Features

Devices

Supported Features

Mobile Devices

Sign-up page
Enterprise Service Management
Dashboard
Technician Availability Chart/Scheduler
Delegation
Module list view
Module details page
Custom modules
Custom menu
Requester portal (Default template)

Note:

Footer will not be available.
Accessibility Control settings will not be applied.

Tablet Devices

Landscape Orientation	Portrait Orientation
Enterprise Service Management	Enterprise Service Management
Dashboard	Dashboard
Technician Availability Chart/Scheduler	Technician Availability Chart/Scheduler
Delegation	Delegation
Module list view	Module list view
Module details page	Module details page
Custom menu	Custom menu
Custom modules	Custom modules
Global search	Global search
Requester portal	Requester portal
Footer	Footer
Admin settings

Note: Accessibility Control settings will not be applied.

Supported Browsers

IOS
- Safari
- Chromium browsers such as Chrome, Opera, etc.
Android
- Chromium browsers
- Default Samsung browser

Preview - Smart Phones Responsive Interface

Home
Dashboard	Scheduler
Focus on one widget at a time and get a bird's eye view of all your key module insights.	A dynamic monthly calendar that supports the functionalities of both Technician Availability Chart and Scheduler.
List View
List View	Actions
Displays a list of all records across different stages, priorities, and workflows in a module. Use filters to list specific records. Column Chooser settings will not reflect on the mobile browser list views.	Actions, such as Edit, Merge, Pick Up, etc, are displayed dynamically based on the selected items.
Details View
Details Page	Other Details
View detailed insights of a record. Use floating panel to view its critical details at a glance.	Initiate conversations, assign tasks, create checklists, upload resolutions, and view all their details – just like web view but faster and easier from a drop-down.
Floating Panel	Actions
View critical details of a record, such as workflow, task and checklist progress, approval status, associated requests and changes, and more.	Perform various record-specific actions such as Assign, Close, Edit, Merge, Manage Followers, Add Note and Tasks, Share, and more.
Custom View
View your personalized list that filters and displays only records matching specific criteria.

Issue Fixed

Assets

An internal error occurs when a technician with a site-restricted role allocates consumables tracked by batch/lot details.

Aug 06

Issue Fixed

Assets

In the asset audit details page, the attachment icon under the Audited tab is not displayed even if an attachment is available.
The life cycle transition panel renders multiple times while switching between tabs such as Hardware, Software, etc., on the asset details page.

Reports

In Japanese and Chinese language setups, PDF exports of reports do not contain the respective language content.

Solutions

The approval status of published solutions does not get updated upon reaching their Review Date or Expiry Date.

Aug 04

Enhancements

Workflow Transitions

Transition buttons will now appear in the center panel of the workflow-enabled module details page, by default. However, you can now customize the display position of these buttons from the Global Workflow Settings page.
You can choose to display transition buttons in the right panel or center panel of the module's details page. By default, the Center Panel option is selected.

Illustration of transition buttons displayed on the right panel

Illustration of transition buttons displayed on the center panel

Life Cycle Transitions

Life cycle transition buttons will now appear in the center panel of the module's details page instead of the right panel, restoring the earlier behavior.

Note: The position of life cycle transition buttons cannot be customized.

Behavior Change

The width of life cycle and workflow transition buttons is increased for better usability.

Issue Fixed

The mandatory fields popup (request closure rules) is not displayed when a workflow associated request is resolved from the reply window.
When extra nodes are added to a life cycle and the zoom level is set below 100 percent, the PDF export does not capture the complete page.
During CMDB import, the dependent criteria does not apply to lookup fields as expected.

July 30

Issue Fixed

Setup

When a base site is edited and a new site is created, the Assign Role drop-down under Organization Roles displays roles unrelated to the site.
For non-English setup, in the export data form, the Product Type drop-down does not appear when the module is set to Asset.
In the Export Data list view, the Download File pop-up does not display when an export file exceeding 500 MB is selected.

Requester Portal

If click-action is set to load-request-template-popup in the customization code, the service category does not display as a hierarchical view during request creation.

July 29

Enhancements

Setup

Under Mail Settings, you can now choose Gmail (Beta) as the mail service for ServiceDesk Plus MSP Cloud.

Changes

Date fields in stage/status update notifications now use the instance time zone instead of the user's time zone.

Purchases

The Email ID field is added to the purchase template edit form, purchase order print preview, inline email page, and vendor details (edit and view) form.
Order this PO and Add Note actions are moved from Notify to Actions.

Solutions

From now on, images in the description will be pasted with the best fit.

Reports

In English-language portals, you can now view Arabic scripts in PDF reports.

Issue Fixed

Requests

If the recipients in request emails are not parsed properly, the Subject and Description fields in their requests are set as Not Provided.
When a service request is duplicated, all tasks are triggered simultaneously, regardless of their dependencies.
Labels and radio buttons are not aligned properly in the request add/edit form.
Requesters are unable to preview the solution before printing.
The download link in data export notification emails fails to open in Outlook.
Service categories are not sorted according to the selected sort order (ascending/descending).

Changes

Duplicate Edit buttons are shown in the Planning stage when attachments are added through the attachment holder.
Calendar view is misaligned if announcements are present.
Unable to change the status of a change from the change dashboard widget.

Setup

Error message displayed when an external user attempts to download the ticket report via the email link.
In Request triggers, workflows, and life cycles, Date/Time additional fields do not display in Conditions.
In Request Approvals, approvers are not displayed in the saved approvals if the User referred additional lookup field is selected for Approvers and Automatically approve if approver is.

Contracts

Auto-renewal of contracts fails when the previous contract contains duplicate Notify Before values.
Contract Type is not auto-populated when creating a new contract template.

Solutions

When the More button in Description is clicked, the full content is not displayed.
When solutions from different topics reach the review date simultaneously, all topic owners are notified, regardless of individual solution ownership.

Assets

Users with non-SDAdmin roles are not able to edit the consumable allocations.

Reports

In some cases, in Advanced Filter, if the date criteria is set with Days, the corresponding field values will be displayed as 1-1-1970 in the saved reports.
The total value in the charts grouped by fields with duplicate values displays irrelevant results.

Home

When a requester converted to a technician accesses the Technician Availability Chart or Scheduler, an error occurs.

Spaces

From Associations > Asset Associated, clicking the View Details icon does not redirect to the asset details page.

Requester Portal

The requester home page does not load after the first navigation if the requester portal header is disabled.

General

In Dark mode, when formatting is removed from each line individually by using Remove Formatting in the rich text editor, the changes are not saved after submitting the form.
Unable to personalise field values in English even after adding the English language card.

July 23

Issue Fixed

Requests

In notifications, Request ID Prefix is not appended to $RequestId.

July 22

Issue Fixed

Service Category

In Customize Catalog, the length of the template list view is reduced to half of the screen.

Requester Portal

When a request is created, the template description is not displayed in the card view.

July 19

Enhancements

Service Category Enhancement

Service Categories now support a hierarchical structure with parent and child categories. You can define up to five levels of child categories.

Open a service category to view its child categories, service templates, and associated incident templates under their respective tabs.

Move service categories as child or parent categories.
- Move service templates across different service categories.
On the Customize Catalog page, you can now customize the layout of service category descriptions and sort service categories in ascending or descending order under Preferences.

Problem Roles

Administrators can now configure permissions for the following actions:
- Add, edit, and delete tasks: Add, edit, and delete tasks associated with problems.
- Modify analysis details: Edit details within the Analysis tab on the problem details page.
- Modify solution details: Edit details within the Solution tab on the problem details page.
- Edit or delete others' notes: Edit and delete notes added by other users and technicians.

Note: Advanced permissions for Problems are now grouped into Edit permission.

API Field Key for Request UDF Fields And Support for Multi select lookup fields

Multi-Lookup Additional field support

You can now create Multi-Lookup additional fields in the Requests module.

Customize API Field Keys for Request Additional Fields

Define API field keys for new additional fields in Requests. The system automatically prefixes the field key based on the field type.

Note: The existing additional fields with system-generated Field Keys (e.g., udf_char1, udf_char2, etc.) will remain unchanged.

API Enhancements

Added API support for departments.
The department page has been revamped using API to offer better performance.

General

Global Search: The System Log entity now displays data from the last 365 days.

Issue Fixed

Requests

The edit and delete permissions intended for request notes apply to problem notes as well.

July 08

Enhancements

Requests

Resolution field is added to the bulk edit pop-up.

Projects and Tasks

Attachment import is now supported for the following modules:
- Projects
- Project Milestones
- Project Tasks
- General Tasks

Issue Fixed

Requests

When multiple conversations are expanded, clicking the attachment icon on a conversation does not navigate to the corresponding attachment section.
Technician Auto Assign does not execute when Exclude Requests is set as Group is Empty.
When a timer is created or edited from Triggers, the Custom Actions drop-down does not list Third-Party Notification.

Assets

When a workflow transition is executed from the asset details page, an internal error occurs if the Department is associated under Mandatory Fields and a custom function is used in the Pre-Action Rule Set. Additionally, the workflow transition button is updated with the changed state only after page refresh.

Contracts

In Contract templates, technicians are unable to add a section on the bottom and in between the last three sections.

July 04

Enhancements

Purchases

Using Attach PO as PDF, purchase orders can now be attached as PDF in Invoice Received, Payment Completed, and Close PO emails.

Contracts

All vendor fields are now displayed on the Create Vendor pop-up.

Behavior Change

Multi-language Support for Field Prediction

Field prediction is now supported for the following languages:

English (en), Croatian (hr), Czech (cs), Danish (da), Dutch (nl), Estonian (et), Finnish (fi), French (fr), German (de), Hungarian (hu), Icelandic (is), Indonesian (id), Polish (pl), Portuguese (pt), Spanish (es), Latvian (lv), Lithuanian (lt), Norwegian (no), Romanian (ro), Swedish (sv), Turkish (tr), Vietnamese (vi), Italian (it), and Welsh (cy).

Issue Fixed

Purchases

Incoming emails do not appear under Conversations due to modified PO#.

June 18

Enhancements

User Transitions in Workflow

Configure user transitions on status output connectors to ensure a controlled and restricted flow between statuses. You can add up to 10 transitions to each status output connector.
Transitions can be defined using user scope rules, mandatory rules, and action rules to control status changes, with specified conditions and actions for each transition. Learn more.

Sample incident workflow created using user transitions

Dual Flow from a Status

Set both automated flow and manual transitions from status output connectors to ensure seamless operation when automations are delayed.
If the manual transition is executed first, the automated flow will be discarded, and vice versa. These actions will be recorded in the workflow execution log.

Execution of User Transitions

Manual transitions require user intervention. Users with appropriate permissions can initiate transitions from the details page of their corresponding modules.

The workflow execution status is marked as "Waiting for User Transition" until the user takes action.

Guided Path in Workflow

Use the guided path to restrict status changes and allow only status movement defined in the workflow.
To enable the guided path globally, go to Setup > Automation > Workflows. Select a module and click Global Workflow Settings.

To enable the guided path specific to a workflow, go to the workflow editor. Click Actions > Manage Status and enable the required option.

On enabling the guided path,
- You cannot change the status manually.
- The status configured in the transition will be displayed if the request is awaiting user transition.
A workflow following the guided path will be notified to users via the workflow execution details pop up on their respective details page.

Convert Life Cycles to Workflows

With the addition of user transitions and guided path support in workflow, users can convert life cycles to workflows.
On the life cycle list view, click the Actions icon beside the required life cycle and select Create as workflow.

Currently, we have a few limitations while converting a life cycle to a workflow.
- Life cycle history and canvas zoom settings will not be carried over to the workflow.
- Common transition support is not available now; they will be created as individual transitions.

Asset Workflow Enhancements

Added options to set state visibility and state movement permissions under Asset Workflow Settings.

Workflow UI Enhancements

The workflow editor UI is improved for better user experience. Header icons are moved under Actions for easy accessibility.

Life Cycle transitions are now displayed on the right pane of the details page.

Issue Fixed

Requests

An error occurs when request details is opened in a new window from Home > Tasks > ModuleID.
Request links in reply templates display as plain text when replying to emails via the Conversations tab.
Tasks associated with a request are deleted when the requester edits the request. This issue occurs only if the request template is associated with a field and form rule.
When consecutive approval levels have the same approver, requests created by that approver are auto-approved, but the approval status stays On Hold.
Technicians without access to a request template cannot view the parent request fields in associated tasks, even if they have access to the tasks.

Setup

When a GUI-based requester portal template is edited, the width of the slider that appears after clicking Configure is resized.

Import Data

In the Import Wizard, the Product drop-down lists only 100 products.

Assets

Unable to reset the Expiry Date field of software licenses via API.
In Assignment History, the assignment period of previous ownership does not end when new ownership is assigned.
Barcodes are misaligned in print preview when multiple barcodes are printed.
Technicians are unable to map Service Tag when generating barcodes or QR codes for existing Computers product type and their child types, except Servers and Workstations.
Module-based restriction added for Assets.
Duplicate products are created during server-side processing of scanned results.
Repeatedly loading the CI list view by navigating between CI types causes a throttle limit exceeded error.

CMDB

Unable to view the details page of CIs with deleted linked assets.
When configuring the Create Relationship action for virtual machine sync rules, the Virtual Machines Field drop-down does not list Virtual Host.
When a new UDF field with a default value is added to a CMDB or Asset template, the default value does not populate in the form.

Projects

On the projects details page, the tasks and milestones list view header does not display when scrolled through multiple records.

General

When the rich text editor is in full screen mode, the screen freezes after pressing the keyboard shortcut for back navigation. The freeze resolves only after page refresh.
Unable to preview the solution attachments of non-default instances, when searched from the ESM Portal.

Facilities - Spaces

Irrelevant error message shown for import failure due to null value in the mandatory field.

June 05

Enhancements

Apps & Add-Ons

From now on, Zoho Analytics sync failures will be notified via email if Select technicians to notify when application encounters any errors is enabled under Setup > Automation > Notification Rules > Other Notifications.

Issue Fixed

Reports

Report charts do not display as expected when Group By is configured using additional fields of Assets, Releases, CMDB, and Maintenance.

Apps & Add-Ons

In some cases, administrators are unable to delete users when Privacy Settings is configured and Zoho Analytics integration is enabled.
Analytics sync schedule is selected randomly from the Periodic Data Synchronization drop-down if the display resolution is high.
In the Analytics Periodic Data Synchronization drop-down, the one-hour interval label is misspelled.

May 21

Issue Fixed

User Survey

Unable to access surveys from non-login pages.

May 15

Issue Fixed

Setup

Analytics sync fails when change module items are modified since the last sync.

May 14

Enhancements

Home

Within the Technician Availability Chart, SDAdmins, SDCoordinators, and SDSiteAdmins can now view technician details, such as user name, profile picture, email address, employee ID, job designation, and contact numbers.

Note

A technician's employee ID, job designation, and contact numbers will not be shown to SDCoordinators.
A technician's email address and contact numbers can be copied.

Changes

While configuring change criteria, you can now select Pending Approvals for Approval Status.

Contracts

In indefinite contract reports, the Active Till period, previously shown as Undefined, is now changed to Indefinite.

Purchases

When a new product is added in the purchase order form, the minimum order quantity is set to one, and the cost center name is displayed along with the cost center code.

Issue Fixed

Requests

Unable to preview XML attachments in the details page unless downloaded.
Unauthorized Action error triggered when using keyboard shortcut (C) to close a request.

Workflows

In some cases, the Subject and Message fields do not populate when override status notifications are edited in the change/release workflow editor.

Templates and Forms

The move section pop-up does not appear for change and release templates.

Home

The announcement filters work only for English language setups.

Dashboard

Smart view closes and redirects to the home page when approval actions are performed.

Changes

Mandatory UAT issues in change template cause validation errors during UAT stage, despite being properly filled.
Change Add form fails to load when only attachments fields are retained in close, review, or UAT stages of the template.
When the Test Plans field in UAT stage is configured in change closure rule, the closure rule violation is not displayed in the change.
Form rules using the condition Logged in user is with the action Hide fields are not working as expected in all change inline edit forms.

Problems

The Group field is not visible in the Assign Technician pop-up from the problem details page.

Projects

In some cases, the New Change button under Associations > Changes caused by Project is not visible after the details page refresh.

Purchases

When a user is trying to receive assets with barcodes/QR codes, if the purchase order contains unfilled mandatory fields, the user is redirected to the purchase order edit page.

Contracts

The contract remains active past the expiration date if its owner is no longer a part of the organization.
Importing attachments to imported contracts fails.
The contract ID variable is not replaced in the notifications received after a note is attached.

Maintenance

In certain cases, the tasks created for a maintenance request are not listed in the generated requests.

Reports

In Drill Down Analysis, clicking the request count fails to open the request list view.

Requester Portal

The asset widget on the GUI-customized home page displays only the first ten assets.
While reporting an issue, users are redirected to the template list, even if only one incident template is enabled to be visible to them.

May 09

New feature

Integration

Cloud Telephony Integration

ServiceDesk Plus MSP Cloud now supports integration with Cloud Telephony for MSP Customers.

With this integration, you can receive and manage customer calls directly from the application. Call details are automatically logged as requests and can be linked to existing tickets or contacts.

To set up the integration, go to Setup > Apps & Add-ons > Integrations > Cloud Telephony.

Enhancements

Jira and Azure DevOps Integration Enhancement

ServiceDesk Plus MSP Cloud now supports integration with Jira and Azure DevOps for all customers.

Note: For a complete list of enhancements and feature updates across all ITSM modules, click here.

Issue Fixed

Dashboard

Requesters are unable to modify the site and group icons on the executive dashboard, regardless of the user's access permissions.

Assets

In some cases, changes made to drop-down fields that appear after scrolling the Asset Bulk Edit pop-up are not saved, and the pop-up becomes unresponsive.

Apr 30

New feature

Billing

Introducing Billings, a centralized module for generating customer invoices based on technicians' work log entries across modules.

Mar 31

New feature

Business Dashboard

Introducing Business Dashboard, a centralized interface that provides a consolidated view of key business and operational metrics across customers.

Feb 26

New feature

Timesheets

Introducing Timesheets, a streamlined module that consolidates your work log from various modules into timesheet entries.
Use Timelog in work log forms to break down your task effort into daily work hours. These entries automatically cumulate into your weekly timesheet.
Submit weekly timesheets for approval and view work hour utilization summary.
Access up to 30 days of timesheet data and export them as PDF.
Filter timesheet entries by Customers and Modules.
Reporting Managers can approve or reject timesheets of specific technicians, revoke their approval actions, and reopen submitted timesheets.
Under Notification Rules, SDAdmins can set up email and push notifications to notify technicians and approval managers about timesheet updates.

Supported modules: Requests and Request Tasks, Changes and Change Tasks, Releases and Releases Tasks, Problems and Problem Tasks, Project Tasks, and General Tasks.

2024

Dec 24

ServiceDesk Plus MSP Cloud: Overview

Introducing ServiceDesk Plus MSP Cloud, a secure and scalable platform designed for modern MSPs. Simplify client management, automate service delivery, and stay compliant with global data security standards without the complexity of traditional on-premise setups.

New feature

Integration

Analytics Plus Integration

ServiceDesk Plus MSP Cloud now integrates with Analytics Plus, enabling advanced data analysis and visualization.

This integration allows you to:

Create insightful dashboards and custom reports using ServiceDesk data.
Analyze key metrics across tickets, assets, SLAs, technician performance, and more.
Sync data periodically from ServiceDesk Plus MSP Cloud to Analytics Plus for up-to-date insights.
Include additional fields in ServiceDesk Plus MSP cloud as user defined fields in Analytics Plus.

To configure the integration, contact support servicedeskplus-support@manageengine.com

Worklog Timer

Work log timer will start automatically when technicians view their assigned requests. This behavior is enabled by default via the Auto-start worklog timer when the owner views the request.

To configure this settings, go to Setup > Advanced Portal Settings > Worklog Settings.

What's new inServiceDesk Plus MSP

Timeline

Webhook Security and DRE Support Enhancements

Copy Release

Changes & Problems Enhancements

Centralized View for Your Assets

Home Realm Discovery (Centralized Pre-Login Page)

Issue Fixed

Requests

Setup

Assets

CMDB

Purchases

General

Requests

Setup

Assets

New Delegation Settings

Enhancements

Cloud Telephony Integration

Removal of Site Column from Contract and Purchase List View

Graph/Table Widgets Enabled for Purchases and Contracts

Parent Contract ID Column Added to Contract List View

Parent Contract Support in Import and Export

Parent Contract Fields Added to Tabular Reports

Purchase Order to Contract Association

Asset and License Association with Contracts

Contract to Purchase Order Association

Info Widgets

Behavior Changes

Delegation

Enhancements

Setup

New Request Ownership Delegation Option

Assets

CMDB

Behavior Changes

Service Catalog

Setup

Assets

Issue Fixed

Requests

Setup

Changes

Projects

Assets

CMDB

Home

Activities

Requester Portal

General

New Azure AD User Sync Fields For Mapping

Behavior Changes

Issues Fixed

Issue Fixed

Assets

Requester Portal Customization Enhancement

Manage portals by customer

Zoho Survey Enhancements

Behavior Changes

Issues Fixed

Setup

Assets

Changes

Home

Enhancement

Asset Enhancements

CMDB Enhancements

Issues Fixed

Requests

Sandbox

Setup

Changes

Assets

Assets and CMDB

Problems

Contracts

Enhancement

UI Enhancement

Setup