ServiceDesk Plus MSP ReadMe

Enhancements:

• SDPMSP-8847 : Release Management in ServiceDesk Plus MSP

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

  • ServiceDesk Plus MSP supports the following 9 stages that are essential to any release process :
    • Submission
    • Planning
    • Development
    • Testing
    • UAT
    • Deployment
    • Training
    • Review
    • Closure
  • Each stage in the release management contains statuses that indicate the progress of a release within the stage. Besides statuses, each stage has its planned schedule, roles, approvals, tasks and in some cases, downtime.
  • You can create a release request easily by using pre-configured templates, associate workflows with release requests to define the direction of the flow of the release process. Using workflows, you can include statuses in each stage, set up approvals, allocate stage-wise permissions to users, and configure notifications.To learn more about release management, Click here.
• SDPMSP-22080 : Task Quick Add Feature
  • You can now create tasks instantly using Quick Add in the task list view in Home, Requests, Problems, Changes, Projects, and Releases. You can also assign the owner while creating a task. Click here to know more.
• SDPMSP-22222 : Add a name for the jobsheet PDF under print jobsheet page.

Enhancements:

• SDPMSP-22161 : Users can adopt custom trust store to support untrusted security certificates while configuring Mail Server Settings. Click here know more.

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

Enhancements:

• SDPMSP-18744: Two-Factor Authentication in mobile application

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

• SDPMSP-14860 : Change Module Enhancements
  • Change additional fields can be added for any stage and relevant change templates from Admin > Customization > Additional Fields > Change.
  • The limit of Text, Numeric and Date/Time change additional fields is increased to 100, 50, and 50 respectively.
  • ServiceDesk Plus MSP now support UAT (User Acceptance Testing) and Release stages for Changes module.
  • Tasks and Notes tabs are added to all stages in change requests. Users can add rich text and mention other users in notes using @.
  • While printing change details, users can choose to print data from any stage, tasks, and work logs.
  • On hovering over usernames in Change Requester field drop-down, the user's display name, employee ID, and email address are displayed as a tooltip.
  • Approval comments will be listed under Approval Summary tab in change details page.
  • While searching in Assets Involved field, the complete search result will be listed.
  • The UI for change details page is now enhanced for better user experience.
• SDPMSP-6617 : Additional fields for task

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

• SDPMSP-8982 : SCCM Integration

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

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

• SDPMSP-20156 : Assisting users on self-service portal
  • Create customized product tours for your users to familiarize themselves with the Self-Service Portal.
  • Create tours in multiple languages and automatically serve requesters with an appropriate tour based on their language personalization.

  To learn more, Click here.

• SDPMSP-20157 : Software reconcile
  • In assets, you can now reconcile two software from the scanned software list view, retaining the details of the latest added software.

  To learn more, Click here.

• SDPMSP-20167 : Problem Template
  • Create problem templates for frequently created problems to save time and effort by pre-populating data. You can also include fields specific to your problem in templates.
  • Administrators can create problem templates under Admin > Templates & Forms > Problem Template.
  • The UI for problem details page and problem additional fields is now enhanced for better usability.
• SDPMSP-20421 : Asset Replenishment
  • Track asset inventory and configure notifications when the inventory count falls below the configured threshold.
  • Notify the relevant technicians by email.
  • The SDAdmin can configure threshold for products/product types available in store.

  To learn more, Click here.

• SDPMSP-21912 : Support for personalization in Armenian, Ukrainian and Hindi Language.
• SDPMSP-21966 : Reports Enhancements
  • Export, schedule, and mail reports in DOC, DOCX, and XML file formats. Only tabular and query reports can be exported in XML format. Click here to learn more.
  • Users can enable/disable their scheduled reports. Click here to learn more.
  • Administrators can suspend or reinstate all the scheduled reports.
  • Configure a location to save a scheduled report.
  • Clicking a report chart will now direct you to the respective list view. This is applicable only for the charts created with Requests and Assets data.
• SDPMSP-21978 : Project Settings

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

  • Schedule Settings : Fine-tune project schedules and their child entities effortlessly.
  • Cost Settings : Include costs from project child entities to accurately calculate the project's actual cost.
  • Closure Settings : Define permissions for project and child entity operations when they reach completion status.
• SDPMSP-21988 : Zia Bot Workflow Customization

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

• SDPMSP-21989 : Custom Schedules Enhancements
  • Administrators can run custom schedules daily, weekly, monthly, and yearly. While configuring schedule info, select a repeat period and enable Advanced Options check box.
  • Custom schedules can be configured to repeat endlessly, end after certain repetitions, or on a specific date. Click here to learn more.
• SDPMSP-22012 : Default Mode - Mobile App

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

• SDPMSP-22044 : Disable Rate Limit

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

• SDPMSP-22049 : Added support for Catalan language.

Enhancements:

• SDPMSP-15283 : Choose and define which accounts should be synced between Zoho CRM and SDP MSP.
• SDPMSP-16191 : Account based URLs to be considered for request approval links.
• SDPMSP-21815 : Introducing Delta import for LDAP.
• SDPMSP-21914 : Administrators can now delete survey responses from the Survey Reports page.
• SDPMSP-21930 : Customers can view the full description of a worklog from the list view by enabling the following setting in the database. By default, it will be set to false.
  • Table name : globalconfig
  • Column name - values : category- worklog, parameter-showFullDesc

Enhancements:

• SDPMSP-21613 : ServiceDesk Plus MSP startup time is reduced for better user experience.
• SDPMSP-21703 : In the Maintenance module, the threshold value for Daily schedule is increased to 7300 days.
• SDPMSP-21727 : ServiceDesk Plus MSP now supports RSA and ECC algorithm certificates while importing SSL certificates under Admin > General Settings > Import SSL Certificate.

Enhancements:

• SDPMSP-20431 : Restrict account count for template and related URLs
• SDPMSP-20499 : Solution Feedback (Helpful/Not Helpful)
  • Add comments and feedback about solutions under the Feedback tab on the solution details page.
  • Solution owner or SDAdmins can now disable comments and reset the ratings of a solution using Actions menu on the solution details page.

    SDAdmins can globally enable or disable ratings and comments for solutions using Solutions Settings on the solutions list view. Click here to learn more.

• SDPMSP-20550 : Business Rules and Custom Trigger Enhancements
  • Business rules can be applied to request notes and notifications. Users can create up to 5 rule groups for notes and notification rules. Custom triggers can be applied to request notes, notifications, approvals, and approval levels by creating triggers and grouping them in up to 5 trigger groups.
  • Business rules created post migration will be applicable to all requests irrespective of site.
  • Technicians can now apply If-If, If-Else, and conditional actions via business rules.
  • Business rules and custom trigger conditions can be configured using custom functions.
  • Technician fields can be updated dynamically with a technician assigned to group roles via business rule actions.
  • Multi-select fields can be updated via business rule.
• SDPMSP-20551 : Dynamic FAFR for SGT Fields.
• SDPMSP-20552 : The following behaviors are updated with respect to request business rules and custom triggers.
  • Templates can now be changed for requests created using non-default template via incident business rules.
  • Users can select any set of events while configuring business rules and custom triggers across all modules.
  • Business rules and custom triggers will not be triggered when an attachment is added or deleted.
  • In migrated setups, Approval Approved, Approval Rejected or Reply received events will not be listed for request custom triggers.
  • A warning will be thrown when users attempt to change visibility of note if Show to requester is defined via notes business rules.
  • Field update, conditional actions, set SLA actions cannot be configured for Deleted Permanently and Moved to trash events in business rules. A UI message will be used to notify users if they attempt to configure the same.
  • Business rules configured for different sites will now be added to Site rule group. Users are advised to reconfigure all site-based business rules since the Site rule group will be removed in future.
  • Note business rules and custom triggers are not be applicable to notes added when an email sent to the application bounces.
  • Notification business rules and custom triggers are not be applicable in the following scenarios:
    • When a conversation is deleted after being split as new request.
  • Approval level custom triggers cannot be configured for Deleted events.
  • Action Taken By field will not be listed while configuring conditions in Approval Level custom triggers.
  • The pagination drop-down defining the number of records displayed in the list view is not supported for the following request-sub entity automations :
    • Business rules - notes and notifications
    • Custom triggers - notes, notifications, approval levels and, approvals.
  • $(resolution_attachments} variable used in the notification rules template is now renamed as ${resolution.resolution_attachments}.
  • $cc_users variable used in the notification rules template is now renamed as $email_ids_to_notify.
• SDPMSP-20568 : Solution Associations
  • Introducing Associations tab on the solution details page to link existing solutions and view requests and problems associated with the solution.
• SDPMSP-20579 : Service SLA Enhancements
  • Technicians can apply SLA to service requests via service business rules custom actions.
  • Users can choose the SLA to be applied while raising service requests if Allow user to choose SLA while raising a request option is enabled in service SLA list view page.
• SDPMSP-20580 : Contact Collection for SDP

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

• SDPMSP-20581 : Purchase Order List view Enhancements

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

• SDPMSP-20590 : Inline Image in Request Notification Rules

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

  • Request Email Notification Rules Subject length has been restricted to 500 characters.
  • Request Email Notification Rules Subject has been marked as mandatory.
• SDPMSP-21471 : Request notification popup is enhanced as a slider window for better usability.
  • Users can close, maximize, or resize the notification pop-up. Additionally, technicians can minimize and restore the notification pop-up. On minimizing the notification pop-up, technicians can view request details, switch to other tabs, and perform various operations while the notification content will be saved as a draft.
  • Description editor can be viewed in full screen.
  • Email addresses can be copied to From, To, CC, BCC fields in the notification pop-up.

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

• SDPMSP-21486 : Account properties added to the right pane in request details page.
• SDPMSP-21488 : Sync empty field values from AD

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

• SDPMSP-21489 : If Allow user to choose SLA while raising a request is disabled in service SLA list view,
  • SLA cannot be associated under Workflow tab while configuring templates. A UI message will be displayed in the Workflow tab to brief users.

  Default SLA configured for a template will not be applied to requests raised using the template.

• SDPMSP-21489 : If Allow user to choose SLA while raising a request is disabled in service SLA list view,
  • SLA cannot be associated under Workflow tab while configuring templates. A UI message will be displayed in the Workflow tab to brief users.

  Default SLA configured for a template will not be applied to requests raised using the template.

• SDPMSP-21498 : reinitializeDB.bat file is moved from <SDP_Home>/bin folder to <SDP_Home>/server/tools folder.
• SDPMSP-21499 : Conversations and notifications in the old data model will be deleted after migrating to the new data model. It is recommended to take a backup before migration.
• SDPMSP-21536 : Custom Module Automation and Import/Export Enhancements
  • Business rules and custom triggers can now be applied to custom module records.
    • Business rules can be used to configure field updates and execute custom functions/scripts.
    • Custom triggers can be used to send notifications and execute custom functions/scripts.
  • Users can import records in bulk to custom modules from CSV, XLS, or XLSX files.
  • Records under custom modules can be exported as HTML, PDF, CSV, XLS, and XLSX files.
  • Custom modules can be defined with statuses :
    • Draft - Default status defined for a custom module while it is under development. Only the SDAdmin who created the custom module can access it in draft status.
    • Published - Custom modules can be moved to Published status only if form and permissions are configured. After the module is published, users can access and perform necessary operations in the module.
    • Suspended - Users are temporarily restricted from accessing custom modules while in Suspended status. The SDAdmin who created the custom module can access the records in read-only mode.
    • Retired - The custom module has reached the end of its life. Users are permanently restricted from accessing the custom module. The SDAdmin who created the custom module can access the records in read-only mode or delete them. The module cannot be moved to any other status further.
• SDPMSP-21537 : Additional Fields Enhancement

  New Additional Field Types for Custom Module

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

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

  Reference Entity Support

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

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

  Other Enhancements

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

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

  Preview Additional Fields

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

  Export Additional Field Values

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

  Import Additional Field Values

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

• SDPMSP-21538 : Microsoft Teams Technician to Requester Chat

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

• SDPMSP-21539 : To Ensure proper working of ZIA , it is necessary to have Visual C++ 2015 or a latest version installed on your server.
• SDPMSP-21554 : Additional Field - Bulk Add Values :

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

Enhancements:

• SDPMSP-13721: Enhancement in API to Merge, Link requests.
• SDPMSP-20317: Microsoft Graph for Mail Servers : Administrators can configure Microsoft Graph for Exchange Online mailboxes in Incoming and Outgoing Mail Server settings to send or receive emails from ServiceDesk Plus MSP. Click here to learn more.
• SDPMSP-20323: Task and Worklog Report Enhancements.
  1. Users can create custom task reports for Problem, Change, Project and Milestone modules.
  2. Users can create custom reports for worklogs across all modules.
  3. New default report folders Reports on Tasks and Reports on Worklog are added in ServiceDesk Plus MSP Click here to know more..
  • SDPMSP-20324: Users are restricted from accessing the local host and local IP by invoking the URL using custom functions.
  • SDPMSP-20325: Added response status for work logs/summary API in the REST API documentation.
  • SDPMSP-20326: Support type information is displayed under License Details for premium support.
  • SDPMSP-20328: Send a password reset link to users who have forgotten their passwords. Click here to learn more.

Enhancements:

• Account classification reason is captured in the Request history page.
• SDPMSP-13025 : The Last Updated Time field will be updated only when technicians reply to the request.
• SDPMSP-15305 : Account based variables in email notification rules.
• SDPMSP-19310 : Split account-specific notifications and non-account specific notifications.
• SDPMSP-19532 : Custom Modules
  • You can now create custom modules that allow you to manage a collection of records or custom admin configurations. For managing records, create a Web Tab type custom module, and for managing custom admin configurations, create a Configuration type custom module.
  • To create custom modules, go to Admin > Developer Space > Custom Modules.

  To learn more, click here.

• SDPMSP-19707 : Need to show customized service desk logo or icon in TFA page.
• SDPMSP-19972 : Option to include $Account variable under purchase notifications.
• SDPMSP-20022 : Support for account v3 API.
• SDPMSP-20023 : Account fields in all notifications.
• SDPMSP-20055 : Admin History
  • View History allows you to view all admin configuration activities.

  To learn more, click here.

• SDPMSP-20056 : Default HTTPS Mode
  • Beginning with 14200, new ServiceDesk Plus MSP installations will start in HTTPS mode by default. A valid SSL certificate must be uploaded to establish a secure connection between clients and ServiceDesk Plus MSP. To upload an SSL certificate, go to Admin > General Settings > Import SSL.
• SDPMSP-20057 : Add new extensions in Attachment Settings

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

  • Attachment settings can be set under Admin > General Settings.
• SDPMSP-20058 : You can now add inline images to reply templates.
• SDPMSP-20131 : Request Notifications and Conversations
  • Bcc field support for reply and forward emails in requests.

    Note : The Bcc field is available only for technicians.

  • BCC recipients can be added while creating requests via email.
  • Added Reply All option in request conversation and description sections.
  • Message ID is now appended to the reply/forward emails. This ID can be used to view the threaded conversation.
  • Support to add attachments for drafts.
  • Request Field and Form Rules now support status change in the reply window.
  • New variables $description.attachments and $resolution.attachments are added in system notifications and reply templates to support attachments.
• SDPMSP-20137 : Unique Resource Questions in Service Templates
  • ServiceDesk Plus MSP now alerts you when resource questions are duplicated in service templates.
• SDPMSP-20161 : My approvals
  • My Approvals widget is revamped for better user experience.
  • Approvers can now use the option Show All in the my approvals widget to view all their approvals in one place.
  • The approvals are distinguished by the modules icon.
  • Approvers can quickly respond to approval requests by using the Take Action option in the slider panel.

  To learn more, click here.

• SDPMSP-20163 : Project and Worklog UDF Revamp
  • Servlet calls are now replaced with API calls.
  • UI is revamped for better user experience.
• SDPMSP-20217 : Task and worklog
  • Bulk assign and pick up tasks in Requests, Problems, Changes, Projects.
  • View the work log type from the Work Logs list view under Requests, Problems, Changes, and Projects.
  • Bulk associate task templates in Projects, Milestones, Incidents, and Service templates. However, editing of the task templates associated with the incident or service templates is restricted.
  • Use Column Chooser to customize the task template list view in the Project and Milestone templates.
  • Task title and template name are now made as default columns in the task template list view.
• SDPMSP-20261 : Dashboard Enhancements
  • Use the Column Chooser icon in Requests by Technician widget to add or remove columns based on request status.
  • Link widgets from ServiceDesk Plus MSP dashboard to external applications using the Embed Widget icon.
  • Use the filter drop-down on the list view page accessed via widgets to change the list view based on the parameters in the widget without closing the page.
  • Warning message is shown while adding invalid or vulnerable URLs in new external widgets.
  • Embed dashboards in external applications using the Dashboard Options > Share Dashboard option.
  • Drill down analysis report widget is newly added to the Helpdesk dashboard.
  • Apply site and support group filters only to current dashboards. Filters are dashboard-specific.
  • Add reports directly to custom dashboards.
• SDPMSP-20267 : Solution API based Client
  • User interface for Solutions module has been revamped. This revamp includes user experience improvements in add solutions page, solution details page, and classic list view page.
  • Solutions details page URL has been changed to "<localhost>/ui/solutions?entity_id={solution_id}&mode=detail". Going forward, the old URL will not be accessible.
• SDPMSP-20269 : V3 API support for reply and conversation in requests.
• SDPMSP-20271 : V3 API is supported for Region. Users can perform bulk operations under Admin > Regions.
• SDPMSP-20285 : Security advisory banner will be displayed to SDAdmin.

Enhancements:

• SDPMSP-5335 : Allow MSP CABs to be used for change approvals across all accounts under Admin > Customization > Change Management > Change Configurations.
• SDPMSP-11686 : Allow requests across accounts to be associated with a MSP Change under Admin > Customization > Change Management > Change Configurations.
• SDPMSP-14207 : Backup approver - Add a backup approver for users to ensure seamless processing of approval actions even during the approver's unavailability. The approver and backup approver should belong to the same account.
• SDPMSP-15437 : Mandate account for tasks under Admin > General Settings > Advanced Portal Settings.
• SDPMSP-17354 : Account-specific Outgoing Mail Server Configuration. You can now configure account-specific outgoing mail server configuration. If the account-specific configuration is added,then it will be used for emails if not the default configuration will be used.
• SDPMSP-19875 : You can now integrate SDP MSP with Site 24x7 MSP. With this, you can have account specific Integration Actions in SDP MSP.

  Note: The account name must be the same in both SDP MSP and Site24x7 MSP. The scope to be used when using Site24x7 MSP is 'Site24x7.account.All,Site24x7.admin.All,Site24x7.reports.All,Site24x7.operations.All,Site24x7.msp.All,Site24x7.bu.All,Site24x7.Integration.All'.

• SDPMSP-19982 : Automatic Site Association for Assets based on IP Address. You can now automate the association of IT assets to sites based on their IP addresses. To do this, create a configuration under Admin >> Discovery >> Scan Settings >> Auto Site Allocation.

Enhancements :

• SDPMSP-11931: In-App Notifications for Technicians
  • Introducing In-app notifications to alert technicians about their request events while they are using the application. Click here to learn more.
• SDPMSP-14455: Request Timer Actions
  • Introducing timer actions to trigger time-delayed custom actions on requests. You can configure timer actions under Admin > Automation > Request Timer Actions.
  • You can use During Rules and After Rules to execute custom actions at specific delayed time.

  Click here to learn more.

• SDPMSP-15086: Need More Info during Approval
  • Approvers can now inquire for clarification before recording their approval decisions for incident and service requests. Users can preview and follow up the clarifications from the My Approvals widget in Home page.
  • The various exchanges between the approver and the requester will be grouped and displayed in a read-only format under the Approvals tab in the request details page.
    • Technicians can provide clarification for their requests from the My Summary widget on the Home page.
    • Requesters can use the My Request Summary widget to provide clarification.

  Click here to learn more.

• SDPMSP-18579, 16116: SAML now supports additional attributes that are used to create a detailed user profile for dynamic users. You can also use additional attributes to add dynamic users logging in via email and user principal name (UPN).

  Click here to learn more.

• SDPMSP-19052: Custom Filter Enhancements
  • Introducing Advanced Filter in Requests to perform custom search based on predefined conditions and save them for later use.

  Click here to learn more.

• SDPMSP-19370: Forgot Password Enhancements
  • Account-based customization such as login page logo and image will be applied to the Forgot Password page.
  • You can now enable or disable password recovery using the forgot password option under Admin > Security Settings.

  Behaviour Changes

  • In the service login details notification, a password reset link will be sent instead of actual passwords.
  • Retry lock duration is now standardized and will not be configurable in the UI.
  • Reset link expiry duration is now standardized and will not be configurable in UI.
• SDPMSP-19382: Technicians Personalized Color Settings
  • Administrators can now allow technicians to personalize the color settings applied in the list/classic view of requests and changes.
• SDPMSP-19423: Reports Micro Feature
  • Introducing options to export reports without header. You can configure the settings from Reports > Custom Settings.
  • You can now schedule multiple reports under Reports > New Report > Schedule Report.
  • You can now save the edited custom report as a new report using the Save report as option.
  • You can now export, schedule, and mail reports in the XLSX format. You can also export requests, purchases, and software in the XLSX format.
  • A new notification rule "Notify technician and other SDAdmins when an SDAdmin edits/deletes another technician's schedules/reports." is added under Admin > Automation > Notification Rules > Reports.

    Click here to learn more.

  • Support for Account and Site columns in the scheduled reports list view.
  • Query Report API now supports account and site values when executing a query or executing query report. (Refer to API doc tool for more details)
  • Both account-specific reports and common reports will now be listed in scheduled reports list view when a specific account is selected.
• SDPMSP-19480: Security Meter
  • Monitor and gauge how effectively you have configured various built-in application security features using the security meter. To access the security meter, go to Admin > General Settings > Security Settings. The security meter provides the following:
    • A security score in percentage.
    • A security level classification based on the security score: unsecured, weak security, moderate security, and highly secure.
    • An option to view and manage the list of available security features.
• SDPMSP-19490: Drill-down Analysis for Requests
  • You can now perform drill-down analysis on requests from the reports module.
  • A tree structure for requests will be generated based on the criteria (Created Date, Responded Date, DueBy Date, and Completed Date) along with time period.
  • Use the drill-down analysis URL to share with other technicians.
• SDPMSP-19491: Advanced Customization for Requester Home Page

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

  Note

  • For fresh installations with build 14000 or newer, the advanced customization replaces the basic customization.
  • For installations migrated to 14000, the existing basic customization will be accessible only if a customized home page is already configured. If the advanced customization options are used to create a new home page, the existing basic customization will be removed.
• SDPMSP-19492: Custom Views and Advanced Search:

  Existing custom views will not be migrated in the following cases, and an email notification will be sent to users configured in the Send e-mail when an Application Error Occurs notification rule:

  Note

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

  Click here to know more for more behaviour changes

• SDPMSP-19493: Problem Custom Trigger and Problem Custom Function
  • Admins can now configure problem custom triggers to automatically trigger actions on a problem by executing a script file, a custom function, or send email/SMS notifications.
  • Problem custom triggers can be configured under Admin > Automation > Custom Triggers > Problem. Click here to learn more.
  • You can use problem custom functions to manipulate data in SDP-MSP and execute custom actions.

  Click here to know more for more behaviour changes

• SDPMSP-19494: You can now configure criteria based on date fields for custom triggers and request life cycle.
• SDPMSP-19495: Showing Dynamic Notifications as Desktop Notifications
  • Desktop notification notifies users about the events in the application even if they are working on different applications.
  • To enable desktop notification, application must run in the HTTPS mode. Click the LOCK icon on your browser's URL and select Site settings > Notification > Allow.
• SDPMSP-19498: Font Customization
  • You can now use custom/third-party fonts in ServiceDesk Plus. You can either add fonts that are already included in your operating system or upload new fonts via font files in the supported formats.

  Click here to learn more.

• SDPMSP-19500: Global Configuration for Time Zone, Date Format, Time Format:
  • Use a global configuration for changing the time zone, date format, time format for all users.
• SDPMSP-19502: Microsoft Teams Enhancements
  • Administrators can now create custom commands and execute actions in Microsoft Teams right from the ServiceDesk Plus MSP bot.
  • The support groups in ServiceDesk Plus MSP can be mapped with the respective Teams channels. When requests are assigned to support groups, the bot will trigger notifications in the mapped channel.

  Click here to learn more.

• SDPMSP-19503: Maintenance Module :

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

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

  Click here to learn more.

• SDPMSP-19504: Add more details while creating a request from Zia
  • Users can now add vital details such as subject, description, and mandatory fields while raising a request from the Zia bot.

  Click here to learn more.

• SDPMSP-19516: Trial license over the production setup
  • Customers can now avail a free trial license to check out the latest features and functionalities of ServiceDesk Plus MSP. The trial license is valid for one month and can be used only once.
• SDPMSP-19523: Problem Module - Standard license add-on
  • Problems module is now available as an add-on for standard edition.
• SDPMSP-17527: Telephony Integration Enhancements
  • Automated Request from Missed Calls
    • Option to create requests automatically when a technician misses a call. This option is available under the Settings tab on the telephony server settings page.
  • Telephony Logs
    • Telephony integration allows you to access the details of all incoming and outgoing telephone calls. For each call entry, you can find details such as the caller name, caller number, receiver name, receiver number, call type, time of call, and call duration. You can also create a request when a call to a technician is unanswered. Telephony logs can be accessed from under the Telephony Logs tab on the telephony server settings page. Alternatively, you can also access it by clicking the Call Logs icon on the bottom-right corner.

  Click here to learn more.

• SDPMSP-19531: Custom Trigger Enhancements
  • Custom triggers can now be applied when requests are moved to trash.
• SDPMSP-19537: Task Dependency Enhancement
  • Introducing task dependency mapping in Projects
  • The UI for task dependency mapping is revamped for better user experience.
  • API support added for task dependencies.
• SDPMSP-19741: Custom Actions Enhancements

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

  If-If Actions : If-If action allows you to execute multiple actions on a request when the specified criteria are met.

  If-Else Actions : You can use If-Else action to execute an action if a criteria is met and an alternate action if the criteria is not satisfied.

  Click here to learn more.

• SDPMSP-19742: Calendar Revamp
  • Added a redesigned calendar for date and time fields across the application.
  • You can now enter time values manually in the date and time fields.
• SDPMSP-19743: ME Integration Revamp
• SDPMSP-19747: UI Enhancements
  • Introducing Puvi font (version 4.0) in ServiceDesk Plus MSP under layout personalization, theme settings, text editor, and form customization.
  • UI revamped for better user experience in the following entities: login details banner, confirmation dialog, scroll bars, checkbox, radio buttons, and Add/Edit form buttons.

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

• SDPMSP-19748: Enable Dark Mode / Night Mode :
  • Introducing Night Mode in ServiceDesk Plus MSP that allows users to darken their application's screen. Night Mode is user and instance specific.
• SDPMSP-19749: Only technicians with view permission to the asset module can access the Assets belonging to <username> pop-up.

Vulnerability :

• SDPMSP-19685 : CVE-2023-23078 : XSS vulnerability in credentials of asset details page.

Enhancements

SDPMSP-5219: Operational-level Agreement

Configure Operational Level Agreement to ensure that the SLA is achieved by the internal support groups working on the request. Widgets related to operational level agreements are also included in Dashboards.

Click here to learn more.

SDPMSP-5270: Custom Operational Hours

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

Click here to learn more.

SDPMSP-12442: Embed Videos in Solutions

• You can now embed video links in Solutions. To learn more, click here.

SDPMSP-12887: Change Trash

• You can now delete and restore a change. Click here to learn more.

SDPMSP-14033: Notification Sound

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

SDPMSP-14637: You can now configure an Always On availability group (AG) from the UI.

SDPMSP-15053: Technician Requester Chat

• Technicians can initiate a chat with the requester from the Request Details page. Click here to learn more.

SDPMSP-15169: Actionable Messages for Outlook

• Users can perform help desk actions from Outlook Mailbox via actionable mails sent from ServiceDesk Plus MSP.

SDPMSP-15341: Add images to all resources in the service template.

SDPMSP-15349: View the cookies used in ServiceDesk Plus MSP under Community > Troubleshoot > Cookie Policy.

SDPMSP-15410,15643,16108,19066,19196: Webhooks Enhancements

• Option to include request resolution in webhook action
• Added support for HTTP PATCH method in webhooks
• Support for response based actions in webhooks.

Click here to learn more.

SDPMSP-15574: Edit email notification templates using the Edit HTML button.

SDPMSP-16593: On the Projects List View page, using the Import From button you can import project additional fields via MPP import and projects, milestones, and tasks via XLS, XLSX, and CSV files.

Click here to learn more.

SDPMSP-16621: Attachment API Revamp

• You can now attach up to 10 files in one go across the application.
• Upload files using a simple drag-and-drop method.
• Preview available for attachments of certain file types.

SDPMSP-17263: V3 API support for Assets.

SDPMSP-18506: Unified Activities for Request & Tasks

• Technicians can now view only requests in the Classic View or view both requests and tasks in the Combined View. Click here to learn more.

SDPMSP-18703: Request association APIs under Admin > API > Documentation

SDPMSP-18759: The Account Info popup is revamped to display account details in a larger view.

SDPMSP-18769: Change Configurations and Enhancements

• Administrators can use Change Configurations to make settings for editing, approval actions, or email notifications. Click here to learn more.
• Change Owner and technicians with SDChangeManager role can add/edit/delete/organize tasks in a change even after the change is closed.
• Two new widgets, Open Changes By Type and Unapproved Changes By Type are now added under Dashboard.
• A new field, Category is added in the Changes Dashboard.
• The default status notifications settings is added under Notification Rules > Changes.
• A new column, Next Review Date is added under Custom Reports for Changes.

SDPMSP-18804: You can disable manual deletion of system logs in the Community tab.

SDPMSP-18805: Future approvals in the approval action page.

• You can now view approvers on the Approval Actions page by updating the paramvalue for the specific entry as shown in the following GlobalConfig table:

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

• An approver's organizational role details are now shown in the Approval Details section and the Approval Actions page.

SDPMSP-18806: Option to enable/disable last login information under Admin > General Settings > Security Settings.

SDPMSP-18809: You can now limit the number of characters displayed in some fields, such as description and resolution when generating reports for improved performance. The configuration is available under Admin > Performance Settings > Reports.

SDPMSP-18811: Organize Tabs

• Administrators can organize tabs in the navigation menu and allow technicians to personalize the tab order. You can access Organize Tabs from Admin > General Settings > UI Customization > Organize Tabs. Click here to learn more.

SDPMSP-18812: Improved login flow in embedded live chat.

SDPMSP-18815: Images inserted in the description of tasks, problems, changes, projects, and solutions can now be previewed from the details page.

SDPMSP-18817: Force Password Reset for Default Accounts (administrator/guest)

SDPMSP-18837: Problem Attachment

• Attachments UI in Problems is enhanced for improved user experience.

SDPMSP-18838: Flexible Column Layout

• You can now configure up to 4 columns in Incident and Service templates.
• You can also configure flexible column and add up to 12 fields in a single row with various customizable options. Click here to learn more.

SDPMSP-18843: API for request approval actions is now supported.

• The UI for approval action page and approval tabs under requests and archived requests is enhanced for better usability.
• Option to mandate approvals comments only on request rejection under Admin > Self-Service Portal Settings (Advanced Portal Settings in ESM setups).
• You can now configure custom names for an approval level when adding an approval stage to request templates.
• In Custom Triggers, configure custom scripts to add request approvals in a new format. Update existing scripts before January 2022 to configure request approvals via scripts using the new format.
• In custom trigger json, current_level and approved_level keys will be added along with current_stage and approved_stage keys, respectively. The keys current_stage and approved_stage will be removed after January 2022.

SDPMSP-18844: Default Chat Reports

• Reports module now includes pre-defined chat reports such as Chats initiated by requester, Chats answered by a technician, Unanswered chats, and Completed chats. Click here to learn more.

SDPMSP-18845: Translation In-line Edit

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

SDPMSP-18846: Impact, Urgency, and Priority Matrix are now available under Admin > Helpdesk Customizer in Standard edition.

SDPMSP-18860: Group Roles

• Create Group Roles (support group based roles) and associate them to support groups and technicians to use them in support group notifications, SLA escalation notifications, request life cycles, custom triggers, backup technician assignments, dashboards(share dashboards), and approvals.
• To create group roles, go to Admin > Users > Group Roles. To learn more, click here.
• You can also configure escalation to group-level role technicians or group owners for incident and service SLAs.

SDPMSP-18865: The mini calendar and the calendar view in Changes will now show the change requests marked in the previous month and next month if the respective dates are shown in the current month view. For example, if the starting day of the current month is Friday, then the changes until the previous day (Thursday) will be shown in the current month view.

SDPMSP-18876: Monitor Malicious Activity

• SDAdmins can now monitor URL attacks in the application from Admin > General Settings > Security Settings > Advanced. Notifications are sent to SDAdmins if too many attempts are made to access a URL. Click here to learn more.

SDPMSP-18879: Attachment Settings in Admin page

• You can now configure the file attachments that you want to allow or restrict in the application. You can find the settings under Admin > Attachment Settings. Click here to learn more.

SDPMSP-18881: You can now configure notification sounds for Broadcast Messages, Announcements, and Technician Notifications. Click here to know more.

SDPMSP-18892: Enhancements to Change Approval Notifications

• Change approval actions can now be notified to a change requester via email.
• The $MyPendingApprovals variable used in the approval reminder notification template is changed to $MyPendingApprovalLink.
• In approval notification template, the variable $ApproverName can be used to display the name of the user who approves the change.

SDPMSP-18937: Advanced Matrix Report Enhancement

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

To learn more, click here.

SDPMSP-18942: Query Report API Feature

• API support to view all query reports and execute report and query.

SDPMSP-18945: Matrix Report now supports percentage in summary type.

SDPMSP-18949: Zoho Charts in Reports

• ServiceDesk Plus MSP integrates with Zoho Charts, a charting library with improved UI and features. The integrations allows users to create new chart types while generating reports. The UI of the generated chart is fine-tuned to display detailed information on hovering over the chart.

SDPMSP-18950: Added support for Comments API under Admin -> API -> Documentation -> Comments API.

SDPMSP-18957: Introducing an option to modify the product type of assets.

SDPMSP-18961: Telephony

• Technicians can now place outgoing call to requesters phone or mobile from the right pane in request details page.

SDPMSP-18963: Added support for Change Template API under Admin > API > Documentation > Change Template API.

SDPMSP-18964: Added support for CAB API under Admin > API > Documentation > CAB API.

SDPMSP-18965: You can now import AD attributes of integer type.

SDPMSP-18966: The failed users list in AD full sync import is now attached as a CSV file in the notification.

SDPMSP-18968: Support for TLSv1 and TLSv1.1 is deprecated further.

SDPMSP-18970: User Group Entity over v3 API

• User Group API is now revamped for improved user experience.

SDPMSP-18972: You can now increase the number of assets fetched via global search by updating the "paramvalue" for the entry below in the GlobalConfig table.

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

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

SDPMSP-18973: Fail Over Service over Latest Framework

• Failover Service and Failover Service Replication can now be configured from the application UI under General Settings. Administrators can toggle FOS mode ON or OFF anytime and track the changes performed on the configurations from the History tab.
• FOS in ServiceDesk Plus MSP now follows a peer-peer architecture. In the event of primary server unavailability, the secondary server takes over and functions as the primary server.
• Postgres support is provided for the database server.
• In event of application restore, FOS will be disabled by default. The administrator is required to enable FOS and restart the application again.

Click here to learn more.

SDPMSP-19064: Enable/disable and show/hide options are now supported for the Site field in Field And Form Rules.

SDPMSP-19065: Zia Bot

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

To learn more, click here.

SDPMSP-19068: Callback Custom Functions

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

   

SDPMSP-19069: Introducing PII/ePHI for User Additional Fields

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

To learn more, Click here.

SDPMSP-19070: Added V3 API support for purchase order entity.

SDPMSP-19071: You can now edit the price fields of items when creating purchase orders from purchase requests.

SDPMSP-19072: Date field is now listed under Date Filter in Summary Reports.

SDPMSP-19073: You can now access ServiceDesk Plus MSP from any domain by setting Access-Control-Allow-Origin to Trusted in Security Settings

SDPMSP-19074: Contract custom report now supports Description and Support columns in the column chooser.

SDPMSP-19080: Option to add/update auto-generated function name in custom functions.

SDPMSP-19082: Added API support for associating problem with requests and changes.

SDPMSP-19083: Zia, Zoho's AI assistant for business, has been implemented in ServiceDesk Plus MSP. Zia inspects each incoming request and applies her learning to understand and respond to the user's needs. Currently, Zia can perform approval actions by using users' responses to the approval email.

Configure Zia under Admin > Zia Configurations.

Learn more about Zia

SDPMSP-19095: Microsoft Teams Integration

Set up ServiceDesk Plus MSP integration with Microsoft Teams to leverage the collaboration app as an additional channel for IT and Enterprise support. This integration allows users to view service desk requests, pending approvals, and chat with help desk technicians, all from their Microsoft Teams accounts.

Click here to know more.

SDPMSP-19098: SDP MSP Outlook Add-In

ServiceDesk Plus MSP is now available as an add-on in Microsoft Outlook. Using this add-on,

• Users can raise requests and track their progress in ServiceDesk Plus MSP from the Outlook mailbox
• Technicians can edit, pickup, or assign requests via Outlook.

Click here to learn more.

SDPMSP-19103: From email address is supported while sending emails through custom functions.

SDPMSP-19104: If the sort order is not defined in the work log list view, the latest work log will be displayed on the top of the list.

SDPMSP-19117: Users can now edit assets in bulk from the assets list view.

SDPMSP-19118: Introducing My Assets Widget in the self-service portal that lists all the assets associated with the logged-in user. Requesters can raise an issue related to their assets from the widget.

SDPMSP-19119: Disaster Recovery

Disaster recovery (DR) ensures availability of ServiceDesk Plus MSP when a region or site is down during disaster. DR works by implementing a hot-standby system. When a primary server is down, the secondary server takes over the primary server functions and serves the application. To setup DR, SDAdmins can configure from Admin > General Settings > HA Configuration.

Click here to learn more.

SDPMSP-19121: You can now enable, disable, show, hide, mandate, and non-mandate the On behalf of field in the Add/Edit Request form via Field and Form Rules.

SDPMSP-19132: Users can now add Bcc field in emails from ServiceDesk Plus MSP.

SDPMSP-19133: Country can be added as a business rules criteria.

SDPMSP-19160: Asset and Purchase Admin revamp

• Revamped UI for the following admin entities: Purchase Default Value, Cost Center, GL Code, Currency, Vendor Services, Contract Type, Product Type, Product, Vendor, and Asset State.
• Technicians can now delete default contract types. If a deleted contract type is associated with contracts, the contract type will be marked as inactive.
• V3 API is now supported for admin entities under asset and purchase management.

SDPMSP-19162: Advanced Analytics under Reports Tab

Added Single sign-on (SSO) support for Advanced Analytics. On enabling SSO, Advanced Analytics can be accessed in an embedded view from the Reports tab.

Click here to learn more.

SDPMSP-19163: Admin UI Revamp

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

• New configuration pop-up for creating/editing users and technician additional fields.
• New UI layout for integrations page under Admin > Apps & Add-ons > Integrations.
• Revamped UI for notification rules under Admin > Automation > Notification Rules.

Click here to learn more.

SDPMSP-19164: Project Admin Revamp

• Revamped UI for Project admin entities. Click here to learn more.
• Members tab is added to the project template. You can now add members and assign roles in a project template from the project template details page.

Click here to learn more.

SDPMSP-19166: Special characters in the reports title are missing on exporting the report as PDF.

SDPMSP-19168: Attachments can now be added to Jira tickets created from ServiceDesk Plus MSP.

SDPMSP-19269: Site_V3 API: Support for ADD, EDIT, UPDATE, and DELETE operations.

SDPMSP-19171: ManageEngine Analytics Plus Cloud now integrates with ServiceDesk Plus MSP as cloud-based reporting & business intelligence service instead of Zoho Analytics. Going forward, users will be able to integrate with ManageEngine Analytics Plus Cloud to analyze business data and create reports/dashboards.

Click here to learn more.

SDPMSP-19176: Added support for fetching original client IP addresses using network load balancers. The original client IP addresses are fetched using the X-Forwarded-For HTTP header configuration on your load balancer. Use the following syntax to configure the header : X-Forwarded-For : <client_ip_address>, <proxy1_ip_address>, <proxy2_ip_address>

SDPMSP-19196: Unable to fetch values using $variables in webhooks.

SDPMSP-19239: Going forward, the configurations required to send mobile push notifications will be customizable.

SDPMSP-19351: Throttle limit to access solutions or announcements auto-suggest pop-up while creating requests has been increased to 300 in requester login.

SDPMSP-19354: You can now associate up to 100 projects to change requests and vice versa via the GlobalConfig table.

SDPMSP-19356: You can now increase the number of options that can be selected for resource questions by updating the "paramvalue" for the entry below in the GlobalConfig table.

• category = "CheckBox_Resource_Question"
• parameter = "MAX_OPTIONS_SELECTED"
• paramvalue = "<any_value_up_to_50>"

Note : The default paramvalue is 25.

SDPMSP-19357: Performance improvements in some scenarios when running query reports with setups using Microsoft SQL server.