ManageEngine ServiceDesk Plus Changelog

What's new in ManageEngine ServiceDesk Plus 13.0.0 Build 14720

Mar 14, 2024

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

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14710 (Mar 13, 2024)

Behavior Changes :
SD-115748 :
Priority field is color coded in Request Kanban view and Trash filter.
In Request list view, the priority color icon for No fill colour will be displayed as an empty box.
SD-118297 : V1 API for Change module will no longer be supported. Click here to know more.
SD-100243 : Descriptions of emails fetched from calendar invitations are displayed in the iCalendar format. Going forward, email descriptions will be updated properly.
SD-118811 : Application restart is required if Validation approach or File attachment filtering configurations are updated under Attachment Settings.
SD-118191 : Approval stage in Changes module is renamed as CAB Evaluation stage. Additionally In change list view filters & change dashboard,
Approved changes widget is renamed as Pre/CAB Approved Changes.
Unapproved changes widget is renamed as CAB Unapproved changes.
SD-115664 : The size of inline images in incoming emails is limited to 3MB.
Enhancements :
SDF-109278 : Delta OU sync minimizes data payload transferred during an OU import and syncs the data of updated OU details and newly added OUs and deleted OUs.
Delta OU sync will be used in AD manual and Scheduled Full import for fetching OU details from Active Directory.
SDF-111736 : SNMP V3 credential type's authorization protocol now supports SHA256 and SHA512.
SDF-28875 : In query reports, IDs will be hyperlinked to the corresponding details page. The supported modules are Requests, Changes, Problems, Projects, Milestones, Tasks, Solutions, and Releases.
SDF-115594 : The pick list type user additional field limit is increased to 500.
SDF-117942 : Technicians can now control the click actions of service categories via page scripts.
SDF-114807 : Technicians can clear all associated sites while editing a rule group by clicking Remove All Sites option.
SDF-118496 : SDAdmins can configure Two Factor Authentication for admin configurations in their service desk instance.
Issues Fixed :
Vulnerability :
SD-115664 : XSS vulnerability in email attachments.
SD-107941 : XSS vulnerability while executing page scripts reported by Ranjit Pahan.
Home :
SD-118055 : Unable to save icon margin configurations in the Requester Hompepage customizer.
Dashboard :
SD-117933 : In the Helpdesk Dashboard, the Support Group filter chosen under All Sites is not retained on refresh for users with SDAdmin and custom roles.
Request :
SD-117281 : In some cases, request list settings are not retained when user switches to another module.
SD-105700 : Unable to add email addresses with special characters while creating requests in Email IDs to notify field.
SD-117296 : Requesters are able to self-approve requests when Allow self-approval of requests is disabled in Advanced Portal Settings if the requester has any organizational role assigned to them.
SD-112272 : Worklog description is missing under Resolution tab in request details page if the request status is updated after adding resolution and worklog.
SD-114033 : Unable to view more than 100 closure codes while closing a request.
SD-114999 : Only the first approval level is expanded in the print preview of service requests containing multiple approval levels.
SD-113110 : In builds prior to 14300, custom request approval triggers fail for existing service requests if its mandatory fields are empty and the Assign technician only after Service Request approval option is enabled in the service template.
SD-113559 : Request approval notifications are added as conversations.
SD-115748 : Priority colors for requests are not displayed in the kanban view and Trash.
SD-117451 : The time elapsed is not being calculated accurately while reopening and closing requests without SLA.
SD-118121 : While moving an on-hold issue from one technician to the other, the time spent by the technician on the ticket is not calculated accurately.
SD-115758 : In the Request List view, when scrolling down and using navigation buttons to move between pages, the results are not displayed from the top.
SD-115461 : The Pending Approval and Need Clarification icons are displayed for requests that are under the Completed status in the Request List view.
SD-117468 : Unable to archive requests that are assigned to support groups with names exceeding 50 characters.
SD-115466 : When executing a custom trigger to generate multiple child requests upon the creation of a parent request with an attachment, an error occurs with the content URL.
SD-117745 : Inline images uploaded while changing a task template in the add/edit task form appear broken in the task details page.
SD-117987 : Users with no permission to view requests are not directed to the request details page while clicking View Details in the Outlook actionable messages approval card.
SD-118599 : In some cases, request status is not getting moved to Open from On Hold after approval.
SD-114390 : Unable to view or delete requests with huge description or resolution if the description or resolution content is not found under ServiceDesk Plus directory.
Problems :
SD-118019 : Unable to load more conversations when Problem has more than 10 notification and notes in mssql setup.
SD-117751 : While associating a new problem with a request, the Confirm template change popup appears broken in German setups.
SD-117824 : Problem custom triggers with the Execute on actions condition as Created are executed when the Analysis tab in the problem details page is updated.
Changes :
SD-115468 : Unable to create a Change when Approval and Task closure rules are mandated for stages in the workflow.
SD-118594 : Unable to set numeric values in change picklist fields via Execute Script action in change field and form rules if setText method is configured in the script.
Release :
SD-118293 : Unable to load more conversations when Release has more than 10 notifications or notes in mssql setup.
SD-114282 : Pending release approvals are not moved to the configured backup approver.
Solutions :
SD-117831 : Solution Self approval options are displayed despite self approval permissions being turned off in Approval configurations.
SD-115575 : Technicians with Edit solution permission are displayed when submitting a solution for approval.
Asset :
SD-115096 : Unable to create software license of Node Locked license type if a workstation is selected in the Allocated To field.
SD-110758 : Endpoint Central's Task ID does not redirect to the relevant link.
CMDB :
SD-115445 : When accessing the Global Search in CMDB module's CI details page, Search across option is selected by default.
Purchase :
SD-118179 : Sort order is not retained on the left navigation bar in Purchase module on navigating to the purchase request details page.
SD-115783 : While creating a Purchase Request from a Service Request, the product ID is displayed instead of the product name.
SD-115460 : When closing a purchase order with the send mail notification checkbox unselected, a Notification Sent Successfully message is triggered.
Contracts :
SD-115793 : While adding or editing contracts, contract names in Thai language are loaded as question marks in Parent Contract drop-down if a vendor is selected.
Admin :
SD-116946 : Out of memory error while pushing data from remote server to central server during distributed asset scan if Analytics Plus integration is configured.
SD-117986 : In some cases, scheduled backup fails when requests conversations index file is corrupted.
SD-115787 : Unable to send change notifications via REST API.
SD-102967 : Unable to delete organization roles.
SD-111049 : Unable to add or edit support groups having more than 5 additional fields.
SD-118156 : Unable to add users through API when the department name instead of the department ID is entered.
SD-115673 : Values added in the additional fields picklist are not fetched during AD import.
SD-115759 : The request title is double encoded in the survey email if it contains special characters.
SD-117879 : Data is not getting populated for user-defined fields in SAML.
SD-109655 : Domain Scan continues despite Active Directory domain name containing restricted characters.
SD-117892 : Deluge's API call throws an error when there is a relative URL in the location header.
SD-118369 : Mail fetching stops if the attachment name in the incoming mail contains "?" and ":" characters.
Reports :
SD-115802 : Unable to generate scheduled query reports due to unavailability of the organization logo.
Chat :
SD-118365 : The collaborators count in the request details page is not updated dynamically when the chat is disabled.
General :
SD-117993 : When additional fields name contains more than 63 characters, Aplus Sync fails.
SD-117472 : SolarWinds integration fails even if the SSL certificate is valid.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14700 (Feb 12, 2024)

Behavior Changes:
Filters for Project History:
The existing Recent Updates icon is replaced with the Recent Updates button and relocated to the top-right of the project list view for better user experience.
Recent Updates cannot be set as the default view for Projects.
While accessing a linked request, technicians who do not have access the the request will be redirected to the request list view.
Enhancements:
Dynamic sub-form/entity support:
Create sub-forms, a section of fields to be used in custom module forms.
Create sub-entities, an additional entity for web tab type custom module.
Select a pre-defined custom sub-form or sub-entity and include it within a web tab type custom module.
Asset Booking:
Streamline asset booking by allowing end users to book assets for a set duration, reschedule/cancel bookings, check assets out, extend and check the assets back in when the booking schedule is completed. Asset Booking can be accessed from Assets > Assets Booking and Loan.
Zia Multilingual Approval Prediction:
Zia approval prediction now supports Spanish & Swedish languages.
Zia Predictions Role:
Configure Zia Verifier role to restrict who can verify Zia predictions. Combine this role with module roles to verify module-specific predictions.
Support for Upload Videos in Solution description
Embed YouTube links or upload videos in .MP4 or .WEBM formats in the solution description.
Custom view for Solution list view:
Create and save custom views to filter solutions displayed in the list view and classic view.
Insert Solution in Reply request popup:
Technicians can insert solutions in their replies to requests.
For detailed solutions, a link can be added to reply emails.
Moving import xls solutions over the API framework:
Import solutions via xls, xlsx, and csv files.
Perform the following operations while importing solutions:
Add and update records
Delete existing records and add new ones
Ignore duplicate records
Filters for Project History:
Use history filters in Projects, Milestones, and Tasks to display history based on specific criteria such as Operations, Performed by, Show Only and Fields.
History cannot be filtered based on additional fields.
Recent history updates are now displayed in a slider panel.
Use the Show History filter in the recent history updates to display history based on specific criteria such as Operations, Projects, Performed by, Show Only and Fields.
Filter the history based on predefined time values or custom values.
Module icons help identify operations history at a glance.
On the Recent Updates page, click on the IDs to navigate to the corresponding details page. For milestones and tasks, hover over the IDs to view their project and milestone details in a pop-up.
External Frame support for Home and request modules:
Allow users to quickly access their service desk details by adding Home and Requests tabs in ServiceDesk Plus to Microsoft Teams and other external applications.
Bell Notification Enhancements:
Enable Do Not Disturb mode to disable bell notifications.
Sort and filter bell notifications in the Notifications pane.
Access notifications globally from all service desk instances in any service desk instance.
Chat channels:
Build a channel to facilitate collaboration between service desk technicians and users.
Create private or public support channels.
Allow users to pin important messages in the channel.
What's New - User Education:
What's New section is added to Help icon on the application header to assist customers in exploring the latest features and behavior changes that are introduced in this update.
Missed Chat notification:
Notify users through email when a chat is left unattended for a specific time. Click here to Know more.
Configure roles and users in the notification template to send notifications for missed chats.
Two-Factor Authentication for admin configurations:
Enable Two-Factor Authentication for modifying general/advanced security settings and password policy under Admin > General Settings > Security Settings.
Activate Two Factor Authentication for admin configurations under Admin > General Settings > Two Factor Authentication > Configuration. For multi-instance setups, activate it under ESM Directory > Two-Factor Authentication > Configuration. Select the preferred authentication method to enable Two Factor Authentication for admin configurations.
Enable TFA Trust to establish a time frame during which the admin can modify the security settings without the need for re-authentication.
Accessing Pending Approvals from header:
Access pending approvals from the quick access header.
Mark clarification as resolved by default:
Configure to resolve approval clarification when users respond to the clarification.
Mandate Release roles:
Administrators can mandate assigning users to dynamic release roles.
Customize the field layout of the Roles section while configuring release templates.
FR SLA Violated Technician & Group Fields in Request Reports:
FR SLA Violated Technician and FR SLA Violated Group fields are added under request report columns to generate reports on the support groups & technicians who violated the first response time set in SLA.
Project History Enhancements:
Project history now displays Settings updates as Enabled/Disabled instead of boolean value.
On selecting the Enable parent to child auto scheduling setting, child entry updates are recorded under the View Auto Propagated Entries link in the history.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14620 (Jan 24, 2024)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14610 (Jan 17, 2024)

Behavior Changes:
While adding attachments received via emails, the restricted special characters in the attachment name will be replaced with underscore (_) or the attachment name will be replaced with random text containing alphanumeric characters.
The default Postgres database password will now be randomly generated for sdpadmin. If the password was set back to default password, the application will fail to start.
For existing users, the password will be randomly generated only if the default password was not updated previously.
For new users, the default password will be randomly generated while setting up the database.
For users who switch to Postgres database after migrating to 14610 or later, the database password will be generated randomly
Framework Upgrade Information:
PostgreSQL is upgraded from 11.7 version to 15.2 version
Upgraded maverick jar file for agentless scan based on SSH.
Enhancements:
Users can now disable addition of emails as conversations based on email headers. After disabling, conversations will be added based on the entity ID in the email subject. Click here to know more.
Administrators can now include their Orgname by using the dynamic variable 'organization-name' in the Customize ESM Portal page.
You can now bulk-select Spaces in the request form from the requester login.
Users with SDSiteAdmin role can enable auto assign workstations.
Access to the auto assign owners list view in Windows no longer allows for automatic redirection to the Import User from AD page.
Search/Sort is supported for the Department column in the auto assign owners list view.
UI of Auto assign owners page is improved for better user experience.
Retain user site as asset site checkbox personalization is retained. Use the Show suggested owner only option in the auto assign owners list view to list only workstations with suggested owners.
UEM Integration has a new security certificate verification procedure to ensure secure integration.
A switch has been made from httpclient-3.0-rc1.jar to httpclient-4.5.13.jar to improve security.
Issues Fixed:
Requests:
Response Time Elapsed is not calculated when the first response time is set based on worklog addition.
Character limit increased to 2000 in the comments section of a request approval.
If the timezone is changed from CDT to CST, the request count is displayed only for 19 days in the Request Received/Closed In Last 20 Days widget.
Work log timer calculates only the time spent on the request by the first technician who starts the timer.
Requests created via email are not mapped to the corresponding users if the email address in the From field is encoded.
Images resized while replying to requests are saved with Best Fit size on saving the draft.
Changes:
API name of change additional fields is displayed in email notification sent to change roles when an approved/pending change request is edited.
Status name is displayed as 'Undefined' in change workflows if the change status is deleted from the application.
For non login users, the change approval link ID does not redirect to the relevant page.
While copying a change, the task status is not set to its default values.
When a change has multiple approvers configured in the approval stage and contains multiple attachments, the approval recommendation email is sent only to the first approver.
In the change module, field and form rules associated with Site, Group, Change Owner, Assets Involved and Roles are not executed
Problem:
Only the initially loaded list of 100 Affected Services is shown in the Add/Edit Problem form, even if there are more than 100 entities.
Tasks:
When both the Scheduled End and Actual End dates are entered for a task, the task completion message in the task list view is displayed incorrectly when the Actual End column is not customized to show.
Solutions:
Solution Owner field in New Solution and Edit Solution forms do not display all technicians with relevant permissions.
Assets:
Additional field values are retained in copied assets or servers only for the first nine additional fields. If virtual machines are associated, error occurs while copying virtual hosts.
Unused DLL files used for scan is removed.
While calculating software compliance, the scanned software list view page is displayed empty in certain scenarios.
During delta scan, the software installation entries are duplicated, resulting in software installation count mismatch.
Unable to calculate software compliance as the assetscanrunning.lck file is not deleted after the scan.
Old scan UI window is displayed while choosing Change Scan Credential in the asset list view.
Technicians are able to assign assets to users and departments that are not related to each other. Post migration, assets assigned to departments that are not related to the assigned user will be updated to the user's department.
Purchase:
Some email clients encode the email subject if it contains special characters.
White spaces are present in the General Information section of a purchase order.
Contracts:
Contract expiry notification configured in the enterprise edition is sent to customers even after downgrading to the standard edition.
Admin:
Console error on loading any page in translated non-ESM setups.
When customizing notification templates, double-clicking and deleting a word within a table automatically moves the cursor to the beginning of the paragraph.
Emails with inline images are not fetched into the application due to special regex characters present in the content ID.
Emails containing corrupted inline images, with old SDP inline image URLs, are not fetched into the application.
Modules ellipsis in the application header is not working in the latest version of macOS.
Special characters in the Deluge editor are not visible clearly in night mode.
Unable to add attachments received via emails if the attachment name contains certain restricted special characters.
Unable to enter more than 500 characters in survey comments.
Reports:
Font style is rendered differently in exported PDF reports.
Integrations:
In the request details page, an error occurs when attempting to remotely connect to the associated desktop via Password Manager Pro integration.
Mobile App:
The status of online users who logged in via mobile is not reflected in the application.
General
In High Availability setups, the LuceneIndex folder size is growing on the secondary server.
Application crashes during AD Authentication due to Null Pointer Exception.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14600 (Dec 11, 2023)

Behavior Changes :
SD-113486 : My Approvals widget is renamed as All My Pending Approvals.
SD-115430 : Unwanted conditions removed from technician auto assign configuration.
Enhancements :
SDF-115752 : Auto Update :
Auto Update allows you to apply the security patches easily and ensures that the application is up-to-date and secure. Apply patch updates in a single click from the application UI. Click here to learn more.
Use Hotswap to apply minor patch updates automatically without restarting the application. But these updates are temporary because they will be removed when the application is restarted.
To configure auto update in ESM setup, go to ESM Directory > Auto Update.
To configure auto update in non-ESM setup, go to Admin > General Settings > Auto Update.
SDF-113486 : My Approvals widget is renamed as All My Pending Approvals and the total count of pending approvals of the user is displayed on the widget.
Issues Fixed :
Requests :
SD-109932 : Navigation button in request details page are not displayed after refreshing the page.
Changes :
SD-114976 : Unable to expand the change approval level and view the details of disabled approvals.
Maintenance :
SD-114598 : Unable to generate requests via maintenance module if the request contains multi-select or checkbox additional fields with pre-populated values. This issue occurs in instances other than the IT Helpdesk instance.
Admin :
SD-114373 : Business rules is not getting applied if a note is added while updating the request from the right panel.
SD-114379 : Customized service template order is not retained in the request add/edit form.
General :
SD-115010 : Announcements auto suggest does not work while creating requests due to Lucene search enhancements.
SD-114759 : V3 APIs for change approval and change approval levels are added to the REST API documentation tool.
SD-115107, SD-115108 : Upgrade issue when migrating from version 14500 to 14504.
SD-115297 : Unable to save changes in description field of maintenances, problems, changes, and releases after pasting content with broken images into the editor.
SD-113636 : Slowness while loading To, CC, or BCC fields in email pop-up if more number of users are present in the service desk instance.
SD-114904 : Custom triggers are not applied to the child tasks if they are auto triggered upon closing the parent task.
SD-115183 : The Apple push notification certificate is updated in this build.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14506 (Nov 28, 2023)

Enhancements:
Assets:
SDF-113580: Global search in Assets module now performs lucene-based search.
General:
SDF-110044 : Introduced V3 API for password changing.
SDF-112476 : Introduced V3 API for Authtoken generation.
SDF-114759 : V3 API for change approval and change approval levels are added to the REST API documentation tool.
Issue fixed:
Home:
SD-114014 : Closed Request count in requester home page is shown as 0 even when closed requests are present.
SD-115078 : The technician availability chart now scales responsively to fit with the browser screen resolution.
Requests:
SD-114065 : While opening a request details page, the bottom of the request list view on the left panel flickers.
SD-114351 : In some scenarios, unable to edit requests that contain both text and images in the description.
SD-114281 : While creating a change from a request, an internal error is thrown for site/group restricted users.
Changes:
SD-114456 : After upgrading to 14500, only a predefined list of 100 services/workflows/templates are shown in the Change Add and Edit form, even if there are more than 100 entities
SD-114417 : Unable to create changes with submission-accepted or planning-approved stages.
SD-114976 : Unable to expand the change approval level and view the details of disabled approvals.
Assets:
SD-72090 : Assign/Associate window in asset groups is not getting closed after clicking Save.
SD-114277 : While changing products/product types/assets from non-IT to IT type, the expired and disposed assets are considered for license check.
SD-114455 : Build number value of operating systems is not supported during workstation getList API call.
SD-49432 : Unable to delete a workstation with a node lock license.
Purchase:
SD-114535 : Unable to receive software licenses from purchase orders if node limit is reached.
Admin:
SD-114276 : Service template add/edit form loads slowly if Show/Hide Field action is applied for multiple fields in the Resources section using FAFR.
Reports:
SD-114136 : Invalid data is shown for query reports with big decimal values.
SD-114725 : Not all the technician names are displayed in the custom report widget that is added to the Dashboard.
Zia:
SD-114220 : After upgrading to version 14500 or above, Zia Bot Actions are shown as disabled if the records per page are modified.
Integrations:
SD-111819 : Integration with Microsoft 365 fails if MFA is enabled for the user who actuates the integration.
SD-114178 : Unable to fetch data completely while syncing Microsoft365 with ServiceDesk Plus if the data in Microsoft365 is very large.
General:
SD-114094 : api/v3/attachments and api/v3/attachment APIs are removed as announced here.
SD-113597 : Issue with the sample code published in the doctool for Add Attachment API.
SD-113738 : An extra cell is displayed with the table in the asset notification email received in the desktop outlook application.
SD-114090 : Recently searched text is not auto-selected while clicking the global search bar.
SD-114759 : Change approval related APIs are not listed in the API doc tool.
SD-114320 : Unable to restrict login names with more than 100 characters in the login page.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14504 (Oct 16, 2023)

Behavior Changes:
SD-112486 : Browser suggestions will no longer be displayed for Subject field while adding or editing requests.
SD-113612 : The time interval for notifying asset inventory count is reduced to 8 hours.
Enhancements:
SDF-101722 : Files and images added to emails can be added as attachments to requests created from Outlook via ServiceDesk Plus add-in.
Issues Fixed:
Dashboard:
SD-112487 : Requests count is missing in the legend of Request Summary widget under Helpdesk dashboard.
Requests:
SD-111701 : Out of memory error while viewing custom filters in request list view.
SD-112042 : In some cases, attachment file names are not decoded properly when requests are created from emails fetched via POP/IMAP.
SD-112311 : In standard editions, user details are not displayed in Add/Edit Request form after a user is selected in On-behalf Of field.
SD-113004 : Due by time is miscalculated on editing a request if both SLA and status are updated at the same time as follows:
The edits in request modified the SLA applied.
Status is updated to restart the status timer.
SD-113024: User's IP address is not logged in the request history if a proxy server is used.
SD-113054 : While merging more than two requests, if a request does not contain work logs then the work logs in the subsequent requests are not getting added to the parent request.
SD-113130 : Request onhold status is not changed upon requester's reply if the last performed transition in the request life cycle is removed.
SD-113142 : Task order is not retained in the request details page if a task template is associated with multiple request templates. This issue occurs only if the request is created via maintenance module.
SD-113817 : In the task pane under requests list view, sort does not work properly for the status and priority fields.
Changes:
SD-113588, SD-109909 : Slowness in Change module.
Projects:
SD-111927 : Projects not associated with the logged-in user are listed while associating release requests to projects from the release details page.
SD-113124 : In some environment, project tasks and worklogs are not synced in Analytics Plus.
Assets:
SD-90882 : Error while exporting asset relationships as PDF or PNG files.
SD-113020 : Unable to download UEM agents from asset summary page.
SD-113104 : Error on editing software licenses of type Client Access License under Assets > Software > Software Licenses if an increased number of workstations are allocated to the license.
SD-113350 : Proper error message is not shown while creating a duplicate agreement.
SD-109651 : The fields Endpoint Central, Web Remote and their description under Admin > Discovery > Remote Control Tools are not translated in non-English setup
SD-110783 : UEM product remote control option is not shown if Enable UEM add-on menu option is disabled in the UEM products integration page
SD-110967 : During SCCM integration, site changes information is not captured in System Log Viewer and asset details page CI History.
SD-113626 : "Reconcile" text is wrongly translated in Polish personalization.
SD-113782 : Unable to add a CAL License to a workstation, if Filter by software installation is selected and then the workstation is associated with a license.
SD-113388 : The asset list view does not show the description of assets.
SD-102018 : Asset details are not displayed in asset loan notifications if the asset name contains special characters or non-English characters.
SD-102395 : On refreshing the page after selecting the site, the asset replenishment configurations are no longer displayed for users with SDSiteAdmin role.
CMDB:
SD-112523 : Unable to add support groups in the CMDB module if there are more than 100 sites configured in the application.
SD-110379 : Error while importing IT services from CSV files.
Contracts:
SD-112423 : Contract details that are enclosed in double quotes are displayed as encoded text in contracts list view.
SD-113766 : A blank screen is displayed when renewing a child contract.
Admin:
SD-106346 : Request custom trigger with SLA criteria is not executed if the SLA of request is modified without adding a SLA comment.
SD-110728 : Unable to add 0 as prefix in single line additional fields in a request template.
SD-108696 : Issue occurs while changing an invalid attachment path to a valid path in the Attachment Settings page.
SD-111061 : Blank document is downloaded when change and release workflows are exported as PDF files.
SD-111653 : Priority matrix is not applied as configured under Admin > Customization > Helpdesk > Priority Matrix in the following cases :
While adding or editing requests, if more than 100 priority matrix combinations are configured.
While spot-editing Priority field If Allow requester and technicians to override the Priority Matrix option is enabled.
SD-112173 : Error while editing Rejected status in UAT stage under Admin > Customization > Releases > Stage and Status.
SD-112695 : Unable to edit license in non-ESM setups.
SD-112707 : Login related warnings are displayed in security banner when SAML SSO is enabled.
SD-112867 : Columns reordered in the user/technician list view are not retained after refreshing the page or switching to other tabs.
SD-112959 : Language personalization option is shown in the ESM license even if it is not purchased as an add-on.
SD-112977 : Backup fails in Windows if a file name in the zipped folder exceeds the maximum configured limit.
SD-113078 : AD/LDAP authentication is not shown as the default authentication mode when domain listing is disabled.
SD-113085 : Unable to use request notification rules if the description within request notification templates is empty.
SD-113080 : Incorrect error message displayed when a user attempts to perform operations in sites that are restricted to them.
SD-113111 : If Notes is mandated in the request life cycle for status transition, the note added during transition is replaced with the note added before the transition.
SD-113154 : In some cases, an approval link sent via email is not clickable.
SD-113331 : Unable to log in via SAML if the instance license is dissociated from the ESM setup.
SD-113387 : Mail fetching stops if a mail is sent to a support group created in the custom site after changing site settings from custom to refer.
SD-113581 : Performance issue in loading modules with high number of approvals.
SD-108050 : In some cases, the Create User in AD pop-up does not load properly.
SD-112578 : Unable to fetch data completely while syncing Microsoft365 with ServiceDesk Plus as the returned data is in multi-line format.
SD-112878 : Application slowness occurs while decrypting integration configuration details.
Reports:
SD-112035 : The New Custom Report page and the report wizard displayed while editing reports load slowly if more than 5000 CI types are created under CMDB.
SD-112796 : Unable to generate query reports for a custom SQL view within MSSQL database.
SD-113390 : In Linux setup, unable to generate scheduled reports if the report contains charts.
SD-113487 : Unable to export scheduled reports to a given local directory or a network path.
SD-113757 : Filter option does not work while editing a release report that was generated using a custom date filter.
SD-112546 : After upgrading to version 14201, reports related to the Changes module get deleted when creating change additional fields.
SD-112679 : HTML tags in the worklog description and solution table are not decoded in the Analytics Plus workspace.
Zia:
SD-112886 : After upgrading to version 14300 or above, Zia bot does not work for technicians/requesters if the chat settings is enabled and the corresponding technician/requester settings is disabled.
General:
SD-113813 : Startup issue after upgrading to 14300.
SD-105705 : Unable to modify the scanned product name while enrolling in a TOTP authenticator
SD-113985 : Scheduled backup and indexing of request conversation fails.
SD-114287 : Scheduled backup and indexing of archived conversation fails.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14503 (Sep 29, 2023)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14502 (Sep 25, 2023)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14501 (Sep 12, 2023)

Behavior Changes:
While importing contracts with picklist additional fields, contract entries whose picklist values are not configured as the picklist option in ServiceDesk Plus will be added to Failed Records.
The following behavior changes are introduced for request attachments:
Attachment size will not be displayed in request history.
For requests created from emails, the attachment created user will be listed as System User in request details page.
The following scheduled migration tasks will no longer be executed after upgrading to 14501 build or later: InlineImageMigration, ResolutionTemplateMigration, AntisamyNotificationMigration. During patch validation, users will be notified via a prompt message in the UI if any task is not completed. To resolve any incomplete task, please contact support.
Enhancements:
Users can adopt custom trust store to support untrusted security certificates while configuring Mail Server Settings. Click here know more
While moving a request from one instance to other, the Select Instance drop-down shows the status of the target instance if it is in pre-production stage
After selecting a target instance, the instance status is displayed below the Select Instance drop-down field.
While creating or editing requests from ServiceDesk Plus mobile app,
Administrators can allow field and form rules to be executed by toggling ON Enable Field and Form Rules for Mobile App option under Admin > Templates & Forms > Field and Form Rules.
On updating priority, the Impact and Urgency fields will auto-updated based on the priority matrix.
Issues Fixed:
Requests:
After upgrading to build 14500, $ApproverName and $OriginalApprover variables are not replaced with relevant values in approval emails
In some cases, inline images are not displayed in application UI when a request is created from email.
While moving requests, attachments are not moved to target portal if a custom file path is configured under ESM Directory/Admin > General Settings > Attachment Settings.
The Mark First Response field update action in note business rules is not getting applied if notes are added via outlook actionable cards.
Email commands do not work if the incoming mails are fetched using Microsoft Graph. This issue occurs only if the commands are present at the end of the description which is more than 250 characters.
Change:
Unable to trash changes in Standard and Professional editions with only Changes as add-on.
Tasks:
Task and Work Log forms close automatically if a user clicks outside the slide-out panel.
End time in work logs forms are populated incorrectly if the timezone of servers and users differ.
Assets:
During asset reconciliation, unable to add user-related data to the resourcestatehistory and resourceownerhistory tables if the user assigned to the assets is inactive.
Purchase:
Unable to search for purchase order items via global search.
<br> tag is displayed in the approval mail description if a description with line breaks is added while sending a purchase order for approval from the Purchase module.
Contracts:
While importing contracts via XLS files,
Default values are not reflected in additional fields for imported contracts.
Enable Notification check box is disabled automatically while updating contracts via XLS files.
Admin:
Requester are unable to access Close and Reopen buttons in the request details page even if the associated request life cycle contains Close and Reopen transitions.
'New Timer Action' is mistranslated in French personalization.
Unable to edit Category (Admin > Customization > Helpdesk) if the Change Manager of the category is removed from the SDChangeManager role and license is downgraded from Enterprise/Professional to Standard (without change add-on).
Unable to update the domain name in Windows Domain Scan due to an internal error in updating the root organizational unit name.
Performance improvements while loading the service catalog under Admin > Templates & Forms > Service Catalog.
Reports:
Technicians are able to query user additional fields from other service desk instances.
General:
Mistranslated text in My Approvals widget under Home page in French personalization.
Special characters supported in the Password field for HA File Replication Configuration are now listed in a tooltip on the application UI.
Users are able to reuse existing password while updating new password under Forgot Password page.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14500 (Aug 30, 2023)

Behavior Changes :
SD-112649, SD-107047 : Copy Default Settings option is removed. Sites that are already configured with Copy Default Settings option will be updated with Custom Settings configuration to organize and maintain separate configurations for each site. Default site settings will not influence other sites going forward.
SD-112666 : Post-migration to build 14500 or later, the following behavior changes will be implemented in the Changes module:
All tasks added to a change request will be moved to Implementation stage. Notes added previously will be moved to the Notes sub-tab.
Work Logs and Approval Summary is added as a separate tab in change requests.
Associations sub-tab is added to the Release stage of a change. Change users can associate release requests with the change request from the Associations sub-tab.
Status Comments and Approval History sub-tabs are added to the History tab in change requests.
Downtimes in Planning stage will also be listed under Release stage.
Going forward, change closure rules will not be applicable for work logs.
Change users can configure scheduled and actual time for downtimes under Planning and Release stages.
Projects cannot be associated after the change request crosses Implementation stage.
Users will be prevented for making any changes in Submission stage after the change reaches Approval stage.
Going forward, assetid will be mapped for Assets Involved field instead of ciid.
Created Time cannot be set ahead of current time.
SD-101496 : While creating projects, the Owner field will list all users with View Project permission.
On selecting a project template, the Owner field will list users added as members in the selected template. Subsequently, project users with View Project permission who are not added as members to the template will be listed.
SD-108571 : My Projects filter will now list projects where the user is the owner. A new filter titled My Associated Projects will list all projects where the user is a member.
SD-108500 : While creating projects, the Template field will now list 20 project templates, by default. Users can scroll down to view more templates.
SD-112647 : Post-migration to build 14500 or later, the following behavior changes will be implemented in the Problems module :
Conversations and notes are displayed in threaded view under Details tab in problem details page.
Users with View Problems permission can add or view problem reminders.
Only problem users with View Requests permission can associate incidents with problem requests.
Work logs are listed in a separate tab under the problem details page.
Only problem users with View Solutions permission can view the Solutions tab in problem details page.
Custom reports containing picklist fields as columns must be reconfigured to display proper data. Edit the report, re-select the picklist field, and save the custom report.
Pick list fields response format is updated. Custom functions containing pick list fields must be updated to the latest format manually.
Users can now create upto 90 additional fields.
The following URLs are updated in the Problems module. Post migration, the old URLs will not be accessible.
SD-112675 : After migrating to build 14500 or later, the outgoing mail server configurations from IT Helpdesk instance will be copied to ESM Directory in ESM setups.
When ESM is enabled in ServiceDesk Plus, the outgoing mail server configurations from IT Helpdesk instance will be copied to ESM Directory by default.
Administrators can update the configurations if needed.
SD-111928 : ServiceDesk Plus can identify and update modes for incoming requests even if the default mode name is modified.
SD-65996 : Search Across filter is displayed only when the portal index table is empty.
Enhancements :
SDF-99541, SDF-100297, SDF-101741, SDF-103787, SDF-94866, SDF-104830, SDF-52913, SDF-87290 : Change Module Enhancements
Change additional fields can be added for any stage and relevant change templates from Admin > Customization > Additional Fields > Change.
The limit of Text, Numeric and Date/Time change additional fields is increased to 100, 50, and 50 respectively.
ServiceDesk Plus now support UAT (User Acceptance Testing) and Release stages for Changes module.
Tasks and Notes tabs are added to all stages in change requests. Users can add rich text and mention other users in notes using @.
While printing change details, users can choose to print data from any stage, tasks, and work logs.
On hovering over usernames in Change Requester field drop-down, the user's display name, employee ID, and email address are displayed as a tooltip.
Approval comments will be listed under Approval Summary tab in change details page.
While searching in Assets Involved field, the complete search result will be listed.
The UI for change details page is now enhanced for better user experience.
SDF-66515 : Project Settings
Use Project Settings to have an enhanced control over your projects with the following options :
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.
SDF-57112, SDF-105035 : Problem Template
Create problem templates for frequently created problems to save time and effort by pre-populating data. You can also include fields specific to your problem in templates.
Administrators can create problem templates under Admin > Templates & Forms > Problem Template.
The UI for problem details page and problem additional fields is now enhanced for better usability.
SDF-31871, SDF-70864 : Global Search Enhancements
Search Across in the global search allows users to search for information across modules and view the results in one place.
Currently, technicians can search across Requests, Archived Requests, Solutions, Users, and Assets modules. Click here to learn more.
SDF-109161 : Zia Bot Workflow Customization
Zia Workflow enables you to create a directional path for the various actions configured within the Zia Bot.
SDF-32893 : Additional fields for task
Use task additional fields to capture any extra information in tasks apart from the information captured through the default fields. Available field types include: Single Line, Multi Line, Pick List, Numeric, Decimal, and Date/Time.
SDF-97254: Separate Outgoing Mail Server for Sending Common Notifications
SDOrgAdmins can set up outgoing mail server settings in ESM Directory to enable ServiceDesk Plus to send application specific notifications such as two-factor authentication, backup scheduling notifications etc. Click here to learn more.
SDF-101092 : Two-Factor Authentication in mobile application
Two factor authentication (TFA) is now supported in the ServiceDesk Plus mobile application. The mobile application needs to be updated to use TFA.
SDF-106118, SDF-106116, SDF-106115, SDF-105901, SDF-105617, SDF-39696: Reports Enhancements
Export, schedule, and mail reports in DOC, DOCX, and XML file formats. Only tabular and query reports can be exported in XML format. Click here to learn more.
Users can enable/disable their scheduled reports. Click here to learn more.
Administrators can suspend or reinstate all the scheduled reports.
Configure a location to save a scheduled report.
Clicking a report chart will now direct you to the respective list view. This is applicable only for the charts created with Requests and Assets data.
SDF-74603 : Default Mode - Mobile App
For requests created via ServiceDesk Plus mobile application, mode will be auto-updated as Mobile App. Users can modify the mode name under Admin > Customization > Helpdesk > Mode. Click here to learn more.
SDF-1365: Custom Schedules Enhancements
Administrators can run custom schedules daily, weekly, monthly, and yearly. While configuring schedule info, select a repeat period and enable Advanced Options check box.
Custom schedules can be configured to repeat endlessly, end after certain repetitions, or on a specific date. Click here to learn more.
SDF -96249 : Home Page Enhancements
Administrator can select Allow technician to view resource management while configuring roles to enable technicians to view resource management under Home tab.
SDF-112649 : Support Group OD API
Introducing Support Group V3 API. This marks the end of Support Group Servlet API (/sdpapi/admin/supportgroup). Refer Support Group V3 API documentation available in the application (API DocTool) for details.
SDF-112617: Sample - Data population
View product capability in real time by populating sample data across various modules.
SDF-104794: Disable Rate Limit
Administrators can now disable rate limit for all actions and operations performed in ServiceDesk Plus under Admin/ESM Directory > General Settings > Security Settings. Click here to learn more.
SDF-38683 : Added support for Catalan language.
Issues Fixed :
Changes:
SD-70689 : Unable to associate assets with changes in the IE browser.
SD-84222 : Performance improvement in the Associate Requests to Change page.
SD-93538 : CAB approvers actions are not sorted properly in change history.
SD-98064 : While modifying a change template from General to Emergency, the Confirm template change pop up appears stating changing the template type will affect the workflow, and after selecting the option overwrite only empty field values, the workflow field is changed to reset.
SD-102543 : Empty approval mail received for a change if the description under Submission stage is too long.
SD-106260 : Unable to send approval mails for a change, if we add the same attachment which is already present in the Change request.
SD-106526 : Print and Close buttons are printed out with change details.
SD-107944 : Unable to send notifications from a change if an attachment containing space in its name is added manually to the email notification.
SD-108907 : When Zia auto-approves a change in Submission stage, the change moves to Approval stage.
SD-110566 : While configuring change roles during change creation, only 30 support groups are listed if a change role restricted only to support groups.
SD-110864 : Email notifications are not sent when multiple email addresses are configured in To or CC fields while sending notifications from the change details page.
SD-111257 : Unable to view change history if Service Affected field in the change is updated via API.
SD-111450 : The associated incidents is changed to associated requests under actions in the changes details page.
Assets :
SD-48266 : Disposed or expired assets are listed in the Assets Involved field in add/edit change forms.
CMDB :
SD-100346 : The associated changes count is not updated when an asset associated with a change is deleted.
Admin :
SD-93528 : Pick list options are converted to lowercase after saving the problem additional field.
SD-112007 : Unable to edit details for support groups imported from CSV files
General :
SD-65996 : Search does not work if the search term contains certain special characters such as @#$%^&*()_={}[]?/.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14306 (Aug 16, 2023)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14305 (Aug 9, 2023)

Behavior Changes:
SD-107075 : After the first GET call, the instance logo is stored in the browser cache.
SD-111900 : Security XML limit for mandatory fields is increased to 250.
SD-111664 : Zia Solution search now compares the search text with topic, description, title, solution ID, status and keywords of solutions.
SD-111299 : Administrators can allow users to generate their own API keys.
In ESM setups, permission can be set under ESM Directory > User Management > Users.
In non-ESM setups, permission can be set under Admin > Users & Permission > Users.
The option to generate API keys for other users while creating or updating users is removed for administrators.
SD-109414 : After upgrading to build 14305 or above, only users added as request approvers will be appended in the To field on entering the email address.
Issues Fixed:
Vulnerability:
SD-111662 : Sensitive data exposure vulnerability in logs.
SD-112125 : Privilege escalation vulnerability while fetching list of software reported by Ranjit Pahan.
SD-112023 : Privilege escalation vulnerability while fetching details of attachments in software licenses reported by Ranjit Pahan.
SD-112021 : Privilege escalation vulnerability while deleting software license attachments reported by Ranjit Pahan.
SD-112020 : Privilege escalation vulnerability while downloading software license attachments reported by Ranjit Pahan.
SD-112018 : CSRF vulnerability in logs reported by Ranjit Pahan.
SD-112111 : XSS vulnerability in then left pane list view page in Purchase module.
SD-112254 : IDOR vulnerability while creating purchase requests from service requests reported by Ranjit Pahan.
SD-112342 : Technicians are able to associate parent contracts as child contracts.
SD-111902 : Technicians are able to associate child contracts with expired contracts.
SD-112343 : Technicians are able to renew already renewed contracts.
SD-111239 : Sensitive data exposure vulnerability in Query Report API reported by Rakesh.
SD-111232 : Unprivileged technicians can detach associated purchase requests reported by Gowriprasad Kuruba Bedala.
SD-111166 : XSS vulnerability in the instance name in header reported by Gowriprasad Kuruba Bedala.
SD-111154 : XSS vulnerability in task title reported by Gowriprasad Kuruba Bedala.
SD-112249, SD-112434 : Privilege escalation vulnerability while deleting incident SLAs.
SD-112248 : Privilege escalation vulnerability while creating incident SLAs.
SD-112133 : SSRF vulnerability in accessing internal networks.
SD-111299 : Privilege escalation vulnerability while generating authtoken for users.
SD-110031 : Admin API key of Endpoint Central is exposed in ServiceDesk Plus access logs.
SD-110697 : API key in the server configuration table is not encrypted.
SD-111005 : Disposed or expired workstations or servers are listed in software license operations.
SD-111600 : XSS vulnerability in chat settings page.
Dashboard:
SD-111841 : The request list view popup does not load while clicking on a chart from the dashboard for All Sites if the group name selected under Support Groups contains space.
Requests:
SD-107306 : In some cases, pending approvals are not moved to the configured backup approver.
SD-109414 : While submitting requests for approval, the email address in the To field is removed if comma or semicolon is entered.
SD-111114 : Unable to identify groups from different sites in the Group field while bulk-editing requests, if the logged-in technician is associated with multiple sites and no value is set in the Site field.
SD-111219 : For technicians without SDAdmin role, certain details are not displayed in the Users pop-up of On Behalf Of users.
SD-111446 : Mails with base64 encoded inline images are not fetched into the application.
SD-111526 : Field and form rules with Site criteria do not work in the requester login.
SD-111648 : Performance issue occurs while saving larger content in drafts under request reply.
SD-111635 : Multi line format is broken while replying to requests if the multi line additional field dollar variable is included in a reply template.
SD-111784 : Requester logged in one instance is unable to close a request in another instance using the close request URL as the instance ID is missing in it.
SD-112080 : In service catalog, Field and Form Rules is not getting saved properly when we try to set additional fields using actions for instances except IT Helpdesk instance.
Tasks:
SD-111457 : The Show more button in task multi line UDF fields does not work.
Assets:
SD-96941 : When there are multiple loans and assets, the initial loading time of the loan registry list view page is slow.
SD-107049 : When sysname over DNSname is enabled under Discovery > Scan Settings, the SNMP devices are overwritten at the end of a network scan because the sysname is not unique.
SD-109585 : Primary IP address is not removed while moving a scanned asset to the disposed state.
SD-109792 : On editing workstations with 3 or more IP addresses, the history tab records that IP address was updated even if the IP address was not modified.
SD-109913 : Non-IT assets are deleted/disposed if the Delete/Dispose assets that have not been scanned in the last N days option is enabled under Scan Settings.
SD-111702 : Unable to add or edit assets with more than 100 hard disks or processors.
SD-111739 : After upgrading to build 14300 and above,
Software compliance is calculated incorrectly.
Asset scan fails after manually adding software installation for Operating System software.
Scan fails when Endpoint Central sends metering data of software that is not a part of the application.
SD-112414 : Version incompatible banner message is shown even if the Endpoint Central (formerly Desktop Central) is compatible with ServiceDesk Plus. This issue occurs from version 14300 and above.
SD-112416 : Assets under the manually created product types are not scanned in the schedule scan.
CMDB:
SD-103208 : After a business view is saved, switching to another business view in CMDB via the drop down box does not work.
SD-107077 : Unable to delete CIs in CMDB when records per page is set to 5, 10, 15, 20, 200, 300, and 500.
SD-107302 : Unable to add CIs in CMDB for the CI types Cluster, Datacenter, Document, Network, and Software in French, Armenian, Arabic, and Icelandic languages.
SD-108274 : Additional fields are not displayed in workstation list view page under CMDB module.
Purchase:
SD-111414 : Purchase requests from which purchase orders were created are listed under All Active PR and All My Active PR filters in purchase list view.
SD-111585 : While ordering items from a purchase order, the To and Subject fields in the email notification to vendor are not auto-populated.
SD-111792 : In the purchase order list view, PO ID is not displayed as a clickable link.
SD-112155 : Unable to save purchase request if the estimated cost is in decimal value.
SD-112316 : Unable to view new PO page if a deleted site is configured under purchase default value.
SD-112461 : Text formatting is not retained in the Items field of a purchase order's print preview.
Admin:
SD-112353 : Mail fetching is stopped if the change or release conversation contains inline image.
SD-102051 : Date fields of AD Import Schedule, LDAP Import Schedule and AD Sync Deleted User Schedule pages are not displayed in user personalized date/time format.
SD-104785 : Unable to add or edit CIs in newly created CI types if an additional field is configured for the CI type.
SD-107693 : Labels are misaligned in the Opinion Scale under Survey Configuration.
SD-110533 : While adding credentials in the credential library, the Private Key field is displayed by default for SSH protocols even if Use Public key authentication option is disabled.
SD-111328 : Unable to create integration keys in non-IT help desk instances.
SD-111847 : When multiple parameters are configured in a custom function, the parameters order is modified after saving the custom function.
SD-112034 : When the Send email notification option is enabled in ESM Directory > Performance Settings > General to notify users on threshold breaches for Log file size, the email notifications are erroneously triggered even when the threshold is not reached.
SD-112271 : No Refer Site available is shown in the value selection pop up window when the site column is selected under Admin > Data Deletion and Archiving > Allow exception for deletion/Allow exception for archiving.
SD-111663 : Unable to edit Product under Asset Management if the Salvage Value configured for the product is zero.
SD-112195 : Error thrown while saving the request template, after enabling the Show to Requester option for the template and disabling the Requester can set option in the description update field.
Reports:
SD-112171 : The alert content pop up is being updated for the custom role creation when the Create Query Report is enabled.
General:
SD-112191 : When the Postgres dump backup is restored across OS, the scheduled backup fails due to the mismatch in the value of the archive command configuration in the 00framework_ext.conf file.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14304 (Jun 28, 2023)

Behavior Changes:
SD-110654 : Backups will be retained for a minimum of 2 days in Postgres setups.
SD-110492 : While entering a string in the request notification pop-up, email IDs are displayed based on the username or email address.
Enhancements:
SDF-109561 : ServiceDesk Plus startup time is reduced for better user experience
SDF-106606 : In the Maintenance module, the threshold value for Daily schedule is increased to 7300 days.
SDF-103834 : ServiceDesk Plus now supports RSA and ECC algorithm certificates while importing SSL certificates under ESM Directory/Admin > General Settings > Import SSL Certificate.
Issues Fixed:
Requests:
SD-110362 : Approval levels are reset when an editor edits a resource question in a service request.
SD-110475 : Request status is not updated properly when an approval level is deleted.
SD-110750 : Error thrown while performing advanced search in Add Dependency pop-up in non-English language setups.
Changes:
SD-111931 : Unable to send approval email when a user updates a change or release request and it reaches the approval node in the workflow, if the user does not have SDAdmin permissions.
Releases:
SD-108307 : An approval is marked as invalid or deleted when a release stage/status is revisited. The issue occurs only if the approval is created via workflow.
SD-111046 : If an issue occurs in processing conversations with inline images during mail fetching, the conversation is getting added without inline images and mail fetching is not stopped. The issue occurs only for the Changes and Releases modules.
SD-111647 : Unable to associate more than 100 service categories with release requests.
Maintenance:
SD-110867 : While scheduling a monthly or yearly maintenance, HTML is not encoded for On the field while configuring advanced repeat options.
Solutions:
SD-104048 : Solutions accessed by non-login users are not displayed in any sort order.
SD-110480 : Only a few approved solutions are listed when a topic is chosen under Resolution > Solutions on the request details page.
SD-111451 : Error thrown while accessing the Solutions tab under Resolution on the request details page if the request subject is too long.
SD-111705 : Unable to access solutions via email notifications when $AutoSuggest variable is used in the notification template.
Admin:
SD-109610 : Users are unable to access the DOC and PDF files added by administrators in the login page.
SD-109848 : Unable to fetch mails using the new mail fetching schedule as the primary mail fetching schedule runs in the background for a prolonged time.
SD-110562 : Mail fetching stops if the From address is invalid.
SD-110679 : While configuring Site 24x7 integration, Australia and Japan domains are not listed in Site24x7 Datacenter dropdown under Admin > Integrations > ManageEngine > Site24x7 Settings.
SD-111250 : Mail fetching keeps running if the incoming mail contains "=" symbol in the description and the Command Delimiter field in the E-mail Command configuration is empty.
General:
SD-108549 : Zreports folder restore fails.
SD-107503 : Application crashes when users attempt to login via Active Directory authentication if the domain controller details are not fetched properly in ServiceDesk Plus.
SD-110962 : Users are allowed to login via local authentication when SAML authentication fails even if SAML is configured as the only mode of authentication.
Note : You can now restrict local authentication by updating the paramvalue in the GlobalConfig table. Contact our support team for assistance.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14303 (Jun 22, 2023)

Behavior Changes:
Only requesters with View All Projects permission can add or edit project custom filters.
Enhancements:
ServiceDesk Plus has adopted custom truststore to support untrusted SSL certificates during Analytics Plus integration. Click here to know more.
Added request attachment API and merge request API in the API doc tool.
Issues Fixed:
Vulnerability:
CSRF vulnerability in request resolution.
CSRF vulnerability in access logs.
Sensitive data exposure vulnerability in access logs.
BouncyCastle jar version is upgraded to 1.70.
Privilege escalation vulnerability while reopening close requests.
Privilege escalation vulnerability in requests timer.
Denial of Service (DoS) vulnerability detected while adding or updating service catalog with icon.
Authentication bypass vulnerability while logging in using Two-Factor Authentication reported by dalt4sec.
Requests:
Task filters are not available under Request Details page > Tasks.
In requester login, the Site criteria configured in the field and form rules is processed incorrectly if the On-Behalf-Of-User field is present in the request form.
Blank page is displayed when users without Editing/Deleting others Time Entry permission attempt to edit worklogs added by other users.
While editing requests, the existing assets selected in the Asset(s) field are cleared if the users attempt to attach assets using the Associate icon.
If requester notes is updated in a request template and saved, followed by editing and saving technician notes in another request template, the requester notes in the current template is automatically populated with the requester notes added in the previous template.
An internal server error occurs when accessing an unpublished request life cycle that has an optional field configured in any During transition is removed from the associated template.
When requests configured with SLAs are created during non-operational hours, incorrect data is populated in the Time Analysis tab.
When a group is updated by adding a technician, the corresponding notification is sent twice to all group members.
While creating/editing requests, if the request template is changed, priority matrix stops working.
In certain environments, mail fetching through EWS causes various issues, such as extra space is added and inline images, if present, are dropped in specific emails.
Certain translation messages in Japanese language localization are not supported in rich text editor.
Input error occurs when requesters reply to closed requests in the below scenarios if the administrator configures new requests to be created when requesters reply to closed requests under Admin > General Settings > Advanced Portal Settings :
If Requester can view option is disabled for the Status field in the request template.
In some cases, if the default template is disabled for requesters.
Picklist values are not listed while configuring request custom filters with criteria based on picklist user additional fields.
Unable to add mobile number while replying to a request if SMS is chosen as a mode to reply to a technician.
When Acknowledge sender by e-mail on receipt of the email reply is enabled, acknowledgement email is sent to the user even if the user replies to a request from the application.
Images resized while replying to requests are saved with Best Fit size on saving the draft.
In rich text editor, hitting backspace after adding a line break reverts the font to Roboto.
The table in the rich text editor breaks while pasting multi-line content.
Changes:
Users with Change Review stage edit permission are unable to add or edit the Review stage description.
Change calendar view does not display all the changes scheduled for the day.
In some scenarios, change approval mail is not triggered properly if a change request is created with attachments.
Projects:
For users with Project Manager permissions, Milestones are not listed when the Milestone task and Project task forms are edited.
Project status is displayed incorrectly for projects associated with change request under Implementation stage in change details page.
Maintenance:
After upgrading to build 14200, Maintenance status of a pending preventive maintenance task is not updated even after completing the task.
Tasks:
After updating to version 14200 or later, the Time Taken field in work logs displays incorrect value.
Solutions:
While adding/editing a solution, the solution content editor increases in size.
Assets:
Switch scan fails if a relationship between a switch and switch port or virtual machine and virtual host is configured manually.
Error message is not displayed clearly if the product type configured for an asset is different from the product type fetched via scan.
Asset and CI list view pages are not loading. Adding new asset/CI is not possible after technician is added as a system attribute under CMDB > Configuration Items types.
Additional field values are mismatched in License details page if more than 10 additional fields are imported via CSV files.
Unable to search the default CI attribute field while attaching assets.
A product type manually changed by a user after a delta scan is not retained after a full scan.
Security error thrown in some cases while accessing Assets tab in PGSQL builds.
CMDB:
CIs added under non-English CI types are not loaded under CMDB list view.
Purchase:
Text formatting is not retained in Remarks field after saving a purchase order or during print preview.
Unable to receive consumables from a purchase order after updating SDP to version 14201.
Admin:
Mail fetching stops while creating requests via email if there is an issue processing inline images.
In some setups, improper attachment path is displayed under Attachment Settings.
Unable to remove default values populated in additional fields while configuring request templates.
If the credentials mismatch after modifying the workspace owner of Analytics Plus in ServiceDesk Plus, a blank page is displayed under Admin > Apps & Add-ons > Integrations > Advanced Analytics.
AD authentication fails for users in protected user groups.
Custom:
Post migration to 14300, custom module will not be available for Professional editions with project add-ons. It will be available only for the Enterprise edition.
Reports:
Unable to generate query reports when the query contains sub-queries.
When any report configured in a single schedule is edited and saved, an internal error occurs while accessing the scheduled report.
Data is not grouped properly while generating a request metrics report with Group by fields.
Community:
Entries are not recorded in System Log Viewer under Community tab while adding or updating Vendor details.
ESM:
Unable to update user information based on email ID during AD import in ESM setup.
When a new user is added to a non-default instance, self-service login details are sent via email from the default instance.
Login:
Unable to login into ServiceDesk Plus if CSRF validation is disabled during login after migrating to build 13008 or later.
Users are logged out from ServiceDesk Plus after logging in via SAML if they attempt to login a second time using SAML login URL.
ZIA:
$ApprovalEmailAction variable is displayed in Send Notification pop-up while submitting requests for approval even if Zia prediction is disabled
General:
IP address is shown in the error message displayed during concurrent login.
In requester login, only 10 requester links are displayed under Zoho Creator app.
While performing global search in Japanese setups, the search is initiated when the Enter key is pressed to select a listed option.
On invoking ServiceDesk Plus URL from Outlook mailbox, different font style is displayed in the application.
Unable to upgrade in Azure SQL Server setups due to presence of system views like database_firewall_rules, ipv4_database_firewall_rules, ipv6_database_firewall_rules in Azure SQL database.
Arabic language is not supported in Insert Image pop-up in rich text editor.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14204 (May 21, 2023)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14301 (May 12, 2023)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14202 (May 8, 2023)

Behavior Changes :
SD-110409 : Translation files are not included in backup, hence during restore the translations are not restored.
SD-78973 : reinitializeDB.bat file is moved from <SDP_Home>/bin folder to <SDP_Home>/server/tools folder.
SD-110529 : To Ensure proper working of ZIA , it is necessary to have Visual C++ 2015 or a latest version installed on your server
Framework Upgrade Information
SD-108254 : JSOUP jar version is upgraded to 1.15.3.
SDF-106281 : Upgraded old batik jar files.
Enhancements :
SDF-108522 : Color settings supported for dark mode in request and release modules.
SDF-108654 : Conversations and notifications in the old data model will be deleted after migrating to the new data model. It is recommended to take a backup before migration.
SDF-109545 : Performance improvements in request list view and while loading request details page.
SDF-109217 : Request notification popup is enhanced as a slider window for better usability.
Users can close, maximize, or resize the notification pop-up. Additionally, technicians can minimize and restore the notification pop-up. On minimizing the notification pop-up, technicians can view request details, switch to other tabs, and perform various operations while the notification content will be saved as a draft.
Description editor can be viewed in full screen.
Email addresses can be copied to From, To, CC, BCC fields in the notification pop-up.
Note: Drafts will be saved only if the current content is different from the last saved draft.
Issues Fixed :
Vulnerability :
SD-107316 : Username printed in logs.
SD-109423 : Unnecessary logs are printed related to license.
SD-110435: XSS vulnerability in Community > Schedule Activities page if custom schedule name contains XSS content.
SD-109099: Privilege escalation vulnerability when a requester edits the reminders added by other users under Releases module.
SD-107754: Privilege escalation vulnerability allowing users to detach service request from purchase orders reported by Ranjit Pahan.
SD-107752: Privilege escalation vulnerability allowing users to associate service request in purchase orders reported by Ranjit Pahan.
SD-107614: Sensitive information exposed via image (EXIF) metadata reported by Ranjit Pahan.
Home :
SD-109739 : In some cases, My Approvals widget is missing in the home page for requester login.
Requests :
SD-109493 : Unable to edit a service request globally if a checkbox option in any associated resource question is deleted under Admin> Service Catalog > Resource Questions.
SD-109614 : Unable to scroll to the bottom of service template configuration page if the monitor resolution is set to 2560*1440.
SD-109586 : Unable to initiate a chat using the chat icon beside a requester name in the request details page when ServiceDesk Plus is integrated with Endpoint Central.
SD-109065 : While configuring service templates, approvers in the Workflow tab are removed when a technician set as the approver is changed as a user.
SD-109427 : User signature is appended to the end of description while resending a conversation.
SD-109587 : Show more option is not displayed when a line break is added to approvals comments in request details page.
SD-109838 : When replying to conversations, attachments gets appended even if the attachment related variables are not configured in the reply template.
SD-109805 : Unable to expand conversations added to Approvals tab in request details page for non-login users.
SD-108781 : If the network path is configured as the file attachment path and two requests are created from emails sent to two support groups, the attachment of the one request is saved in the default file attachment path.
SD-109155 : Error thrown while editing a resource section from template configuration page if more than 100 resource questions are associated to the template.
SD-109945 : Resource questions are displayed in details page of tasks they are are not associated with.
SD-109793 : Work log owner name is not displayed fully in work log list view if the owner name contains too many characters.
SD-108929 : When a request is created via email or Self-Service Portal, task dependencies are not applied as per the selected request template.
SD-109619 : In some cases, text in the request details page is barely visible in dark mode.
SD-109392 : Spell check is not working while taking request approval actions.
SD-106548 : Approval status is not visible in the request details page when the business rules criteria is set with Approval Status as Pending Approval and the rule action is aborted.
SD-108975 : Notifications are not sent to requesters when approval action is taken on requests.
SD-109647 : $Subject, $RequestID and $ClarificationLink variables are not replaced with the actual value in the request approval mail.
SD-109291 : Request list view does not load if the Approval Status column is present in the list view and Show Request Approval Tab to Requester option is disabled in Advanced Portal Settings.
SD-109228 : Service category is not moved to the inactive state even after dissociating it from the incident template and deleting it.
SD-108480 : Request approval action predicted by Zia is not recorded in the request history.
SD-109398 : Unable to create requests if Zia category prediction is enabled and the description field is disabled for requesters.
SD-109580 : When two requests are created from emails sent to two support groups, the attachments cannot be downloaded for the second request if the attachment path ends with a backslash ().
SD-108995 : Inline images are not processed in some cases when EWS protocol is configured in Incoming Mail Server settings.
SD-107997 : Non-login users are unable to reply to a request.
SD-108900 : Incorrect data recorded under ISESCALATED column in the database.
SD-108991 : Closed/completed requests are not listed in approval-related filters under Requests, Changes, and Releases modules.
SD-109220 : Unable to preview the attachments in the reply window before sending a reply mail.
SD-110351: Resolution added while closing a request via reply window is automatically added to another request if a status is updated in the reply window.
SDF-109494 : Performance improvements in request list view and while loading request details page.
SD-110399: Unable to create and associate a project from the request details page when the project is created using a project template.
Changes :
SD-109800 : In some cases, approval reminder notifications are not triggered.
SD-102090 : Level approved time is displayed incorrectly on the change approval summary page.
SD-109682 : Change approval email is not triggered if a change has no description and the $Description variable is included in the approval mail template.
Solutions :
SD-109846 : See More option in the content section of the solution details page is removed.
Assets :
SD-108481 : Manufacturer details of assets other than workstations are not displayed in the warranty notification.
Purchase :
SD-109510 : Last Notified On details for purchase orders and purchase requests approvals are not updated if the approval notification is present.
SD-108606 : URL remains the same while accessing different purchase orders or purchase requests from the left pane.
Contracts :
SD-109952, SD-107428 Unable to delete contracts accessed by searching Vendor, Contract Type, or Status columns in the contract list view page.
SD-108877: When associating contracts in AssetExplorer, parent Contract ID is associated in the place of child Contract ID.
Admin :
SD-109786 : In some scenarios, the application header goes missing if the user or technician personalization is not updated properly.
SD-109492 : Custom triggers configured to execute on Reply Received event are not triggered if a webhook is specified as the trigger action.
SD-108429 : Users specifying different Office365 mailbox accounts in incoming mail server settings and OAuth pop-up will be notified with an error on saving the settings.
SD-108898 : Double quotes in single line and multi line additional fields are converted to single quotes after saving the change templates.
SD-108503 : While importing users from AD, updates made to Reporting To field is not recorded in user history
SD-108295 : Unable to merge users with same login name and different domains.
SD-108685 : Unable to edit the details of a user associated with an organization role if the search field is accessed more than 30 times.
SD-108577 : Unable to import via LDAP or delete LDAP domain controllers from the LDAP list view if additional columns are displayed in the list view .
SD-107081 : If Enable Force password reset at first login is selected under Security Settings, users are unable to logout from ServiceDesk Plus unless they update the password.
SD-109741: Users can configure fields in globalconfig table to improve user search performance in the users list view from Add/Edit forms and during global search.
Zia :
SD-108324 : Incorrect prediction by Zia for approval/reopen emails if the email description contains email labels.
SD-110042: Approval action taken by Zia in purchase orders and purchase requests are not recorded in the purchase history.
ESM :
SD-108037 : Unable to save or edit organization details from ESM directory in some cases.
SD-108906 : Search filter does not work while associating users to organization roles in ESM directory.
General :
SDF-108332 : Backup mechanism is updated to reduce the time taken to backup/restore files.
SD-109684 : The application favicon is not shown in requester login.
SD-108921 : Unable to generate reports with CAB recommendations data in Analytics Plus after upgrading to build 11128 and above.
SD-107980 : Unable to log-in to the user accounts configured in high-availability setups if the password contains special characters.
SD-109294 : Users session status is not changed to Closed in aaaaccsession table when users log out from web browsers.
SD-108521 : When concurrent login is disabled in Security Settings, users are not able to log in via web. The issue occurs if they have already logged in and logged out via mobile app.
SD-104786 : The ServiceDesk Plus server will shutdown when the database connection is lost for more than 15 seconds.SD-107722 : File content type detection accuracy has been increased while uploading attachments.
SD-108944 : Memory consumption is high while accessing integration keys.
SD-108851 : UI customization is not reflected if the application is accessed during the restart process.
SD-108852 : Build mismatch error thrown when a backup is taken and restored in an updated build if a backup was taken and restored before the upgrade.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14201 (Apr 10, 2023)

Behavior Changes:
SD-108558: Users are restricted from accessing the local host and local IP by invoking the URL using custom functions.
SD-105803: Reset Password option will no longer be shown while editing a user.
Enhancements:
SDF-99682: Microsoft Graph for Mail Servers : Administrators can configure Microsoft Graph for Exchange Online mailboxes in Incoming and Outgoing Mail Server settings to send or receive emails from ServiceDesk Plus. Click here to learn more.
SDF-107260: Zoho Flow Agent Integration : Use Zoho Flow Agent to facilitate third party integrations between ServiceDesk Plus and other apps. Zoho Flow Agent works with Zoho Flow to connect and access authorized on-premises apps in your system. It lets you create workflows containing triggers and actions of on-premises apps to exchange data between cloud apps and other on-premises applications securely. Click here to learn more.
SDF-105803: Send a password reset link to users who have forgotten their passwords. Click here to learn more.
SDF-108403: Support type information is displayed under License Details for premium support.
SDF-88408: Users can now generate tabular and matrix reports of the Releases module using API.
SDF-109337: Added response status for work logs/summary REST APIs.
Issues Fixed:
Vulnerability:
SD-107213: Authtoken is not printed in logs if it is passed in headers.
Home:
SD-108807: Requesters are unable to view their purchase order and purchase request from approval list view under Home > My Approvals > Show All.
SD-107841: Application runs slow while approving requests from My Pending Approvals widget under Home page.
SD-107489: My Approvals widget and approvals list view loads slowly.
Dashboard:
SD-108284: Overall count is not displayed in Request inflow by time widget under Helpdesk dashboard in build 14000 and above.
Requests:
SD-109288: If the task filter name under Requests tab contains special/HTML characters, My All Tasks button contains encoded text.
SD-108556: Inline images in the request description field are not visible if the request is moved to another instance if the owner of the target instance is a user in the source instance.
SD-109258: While replying/forwarding a request, reply templates are not displayed to technicians without SDAdmin/HelpdeskConfig role if the Allow technicians to create reply template option is disabled in Advanced Portal Settings.
SD-108430: Unable to use the scroll bar in request list view.
SD-108964: Approval notifications triggered after the first level are not shown in System Notifications under request conversations.
SD-108609: Unable to paste multiple email addresses separated by a semicolon in the To and CC fields of request templates.
SD-108779: $EmailSignature variable is not replaced with the actual value in the request approval mail.
SD-108233: The approval action taken by the backup approver is notified incorrectly to the original approver.
SD-107579: Status transition fails in requests where Request Life Cycle is applied if Logged in user field is configured in the Before rule of the transition.
SD-108126: If a Request Life Cycle without any transition from a completed status type to Open status is applied to a request and requests are set to reopen when the requester replies, mail fetching stops when a requester replies to the request after it reaches Canceled/Completed/Closed status.
SD-108164: When requests are approved or rejected automatically, the approval level comments under Approvals tab in requests details page are not translated in personalized setups.
SD-108450: Error thrown on accessing customer files loaded in custom folder.
SD-109202: Unable to add multiple email addresses in the Email to Notify field of requests from the requester login.
SD-106007: Approvals tab is not displayed to requesters when the Requester can view option is disabled for Status field in Incident Template/Service Template.
SD-107451: When Sub-category and Item fields are configured as criteria in Business Rules, Request Life Cycle, Request Timer Action, or Request/Problem/Release Custom Trigger, the relevant category and sub-category details are not saved.
SD-107524: When you edit the Wait For and Repeats Every fields under Edit Timer Action in non-English setups, the language is changed to English.
SD-108456: Email notification is not triggered if the E-mail the user when he/she is mentioned in a note template contains a site-related dollar variable.
SD-108482: A site-related dollar variable added to a reply template is getting replaced with an empty string.
SD-108524: Email notification is not sent to the requester if the HTML content in the Notify requester by email when a clarification is raised by approver template is edited.
SD-107772: New request is created every time a user sends mail to closed requests.
SD-108150: When we create a request via email, the description field is filled with unwanted content.
SD-107912: Unable to retain the resized width of ID column in the request list view after refreshing the page or switching to other tabs.
SD-108993: Unable to view tasks in archived requests.
Changes:
SD-106887: Approval levels are duplicated if a technician revisits the status of a change request.
SD-103952: When approval node is set with a condition node in the change workflow, the approval node is executed when Assets Involved or Services Involved field is updated even if the fields are not set in the condition node.
Projects:
SD-109285: View more option is not displayed under Comments tab in project, milestone and task details page if more than 5 comments are present.
Maintenance:
SD-106634: Unable to add/edit maintenance if the timezone of server, user personalization, and browser are not the same.
Assets:
SD-107180: Unable to modify asset state of asset components associated to an asset.
SD-103037: Under Assets > Workstation, IP address validation fails if / or % is added to the IP address field and saved.
SD-108370: Barcode values of assets that were converted to consumables cannot be associated with new assets.
Purchase:
SD-108040: Unable to save purchase orders with decimal value less than 1 for Services and Others category under New Purchase Order.
Admin:
SD-105782: When a common additional field configured under On Field Change field and form rule is deleted, the associated rule is not removed and Field and Form Rules tab in service templates keeps loading.
SD-108501: Unable to add more than 10 values for a criteria while configuring If-If and If-Else actions in Custom Triggers and Timer Actions.
SD-108520: Letters typed in the To and Cc fields of notification templates in Custom Triggers are displayed incorrectly when the network is slow.
SD-107279: Classlink support is now added for SAML.
SD-108557: Unable to save surveys if the content in Additional Comment is translated. The issue occurs only if there are more than 100 characters.
SD-107183: Email commands are not executed on incoming emails if the email is auto-forwarded to a technician's mailbox.
Reports:
SD-106912: The login report loads for a long time if it contains too many entries.
General:
SD-109195: Build migration from 14103 to 14200 fails when duplicate entries are present in global functions.
SD-108804: Incorrect error message is displayed when API calls are placed before the server initialization is completed.
SD-108404: When ADManager Plus integration is configured but disabled, the Jump To ADManager Plus option under Help menu is not redirecting to the configured ADManager Plus application URL.
SD-108509: Error thrown while submitting the feedback form under Help > Feedback.
SD-105777: PGSQL error while installing the application through user interface or command prompt in Linux machines.
SD-106998 & SD-107674: Unable to fetch results using global search functionality in non-English setups.
Zia:
SD-107492: UI breakage in the Zia approval data customization page if the custom data contains newline character ('n').
SD-108302: In Zia request reopen prediction, the sender email ID is mismatched when a user replies to a closed request via email.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14105 (Feb 23, 2023)

Behavior Changes:
SD-105717 : Multiple email address support is now restricted in the Primary Email field under Admin > Users & Permission > Users/Technicians.
SD-107675 : If the postgres database is corrupted
Mail notification regarding database corruption will be sent to the backup notify technician (if configured) or SDOrgAdmin.
Backup will not be taken.
Recent 2 backups will be retained.
SD-107800 : Integration key will now be reassigned to another SDAdmin or the user who removed the existing administrator.
Enhancements:
SDF-105642 : The reason for appending a conversation to requests is displayed in the request history.
SDF-107630 : The virtual machine name will now be fetched from vm_info table under the Virtual Machines tab in the Virtual Hosts details page.
SDF-107345 : The old login link in the SAML Single Sign On login page is now replaced with a button as a first level of authentication and the login form collapses by default.
Issues Fixed:
Vulnerability:
SD-106890 : XSS vulnerability during remote control and other actions performed via Endpoint Central tools.
SD-106891 : IDOR vulnerability in purchase request attachments.
SD-106896 : Privilege escalation vulnerability in asset loans reported by Ranjit Pahan.
Requests:
SD-108276 : When mandatory fields are present in a request and a technician is assigned, the Assign Technician pop-up does not close automatically when the request closing wizard is displayed.
SD-106267 : Unable to view or download request attachments in the approval page when accessed via a non-login URL.
SD-106310 : While replying to requests, the Send Notification pop-up does not list more than 100 reply templates in Select Reply Template drop-down.
SD-107568 : Request status is not updated to cancelled status as per business rules if the mandatory fields set in request closure rules are not filled.
SD-107170, SD-106867 : In lower resolution/resized browsers, check boxes in the Merge Request and Link Requests pop-up are not clickable on the request details page.
SD-107873 : The cursor disappears when auto-save happens while the user is filling out the description/subject fields in the notification pop-up of the request details/list view page.
SD-107913 : After upgrading to 14005 build, unable to open password-protected attachments with non-English characters.
SD-106865 : While previewing a request, check boxes do not work if the request contains unanswered resource questions.
SD-107000 : Unicode replacement character ( ) is displayed for some emojis in request subject under request list view.
SD-107652 : When the resource details are edited in a request awaiting approval, the request status changes to Open.
SD-107222 : In non-English setups, certain text is not translated under Add/Edit forms of Requests module.
SD-108051 : Junk notification filter is not applied to system notifications if more than one service desk instance is present.
SD-108021 : Blank page is displayed on creating a service request if the service desk instance contains more 100 service categories.
SD-107521 : Support group email address is not displayed in the From field while sending system notifications for requests.
SD-107124 : Approvals are not listed in request details page if a user accesses the Approvals tab in 10 or more requests within a short time span.
Problems:
SD-107048 : Unable to create or edit a problem in referred sites.
Projects:
SD-107050 : Project, milestone, and task attachment APIs are added in the API doc tool.
SD-105706 : Horizontal scroll bar in the project list view is not accessible until the page is scrolled to the bottom.
Assets:
SD-107410 : Unable to add or edit assets or workstations if the numeric additional fields contain white space.
Admin:
SD 108298 : Unable to delete incident and service request templates if an icon or an inline image is not associated with them.
SD-107800 : Integration key gets deleted on updating the role of an administrator or deleting an administrator.
SD-107675 : Unable to disable backup if the postgres database is corrupted.
SD-105809 : Default templates are not localized in the Self-Service Portal.
SD-107839 : Keyword search does not work in the Self-Service Portal if default templates are disabled for users.
SD-107896 : In some cases, an error occurs while executing custom trigger scripts.
SD-107846 : Unable to fetch pending approvals using Rest API doc tool after upgrading to build 14000 and above.
SD-107465 : Performance issue while adding approvals for service requests.
SD-107526 : Application header is not displayed if Referrer-Policy security header under Add security response headers is set as no-referrer under Admin/ESM Directory > Security Settings > Advanced and if the security banner is marked as Remind me later in build 14100.
SD-106570 : Users can configure alias email addresses for Exchange Web Services (EWS) in Incoming Mail Server settings.
SD-105717 : Unable to add project roles to users or technicians if the Primary Email field has multiple email addresses separated by a comma.
SD-106990 : Site is missing in Column Chooser under Admin > Users & Permission > Users/Technicians and ESM Directory > User management > Users.
SD-101272 : SolarWinds scanning fails if the network path is changed under Admin/ESM Directory > Attachment Settings.
SD-106893 : Technicians can delete attachments added for users who are not present in any associated site of the technician.
Reports:
SD-107258 : Error while generating custom reports for the Technician/Status/Group changed history request sub-modules if common service additional fields are selected as reports columns.
Community:
SD-107176 : Details of request system notification failure are not recorded in the system log viewer.
Zia:
SD-108056 : Zia reopen prediction notification is triggered twice for closed requests when the requester replies via email.
Login:
SD-106458 : Users can login to the application using local authentication credentials irrespective of the local authentication status.
General:
SD-108160 : During partial database migration, users are able to start the destination server.
SD-108011 : Unable to start secondary server after upgrading High Availability setups to version 14005 or later.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14103 (Dec 23, 2022)

Behavior Changes:
Throttle limit to access /api/v3/requests/summary WorkOrder.do?woMode=viewWOApproval URL has been increased to 30 per minute.
API doc tool is now updated with get, add and remove task dependencies.
Improved alert message in the incoming mail settings page.
In the maintenance module, localization based on the language selection is now available for the following calendar-specific strings
Month, Day, Week, and Today:
Short names and full names of days and months
Users will now be notified when a reply is received from the application or mail client based on the notification rule configured.
Module delimiter will not be appended in the notification or reply email subject if it is not configured in the respective templates. When a reply email is sent for such, the email will be added as conversation based on the delimiter if a valid module delimiter and module ID is configured in the email subject. Else, the email will be added as conversation based on the email headers.
Issues Fixed:
Vulnerability:
XSS vulnerability in credentials of asset details page.
Privilege escalation vulnerability while adding or editing solutions.
Home:
When ServiceDesk Plus is integrated with Endpoint Central, Display Announcement using Endpoint Central option is not listed while creating announcements from the Home tab in ServiceDesk Plus.
Requests:
In incident and service templates, the error message is not displayed properly while setting an incorrect value in the description height field and multiline additional fields.
Fields that are not supported in the Properties section of the right panel are listed in Technician/Requester Layout Customization on the requests details page.
In request templates, if Field and Form rules are configured to Set Task on edit, tasks are not set when requesters edit requests.
Using the Reply All option from existing notifications will populate only the recipients available in that notification.
Requests' description is barely visible in dark mode when requests are created from the application or received via Outlook.
The Add Request form does not load for users if they have access only to default templates.
The Description field is getting lost when requests are created from emails if the email is corrupted.
Unable to search assets from requests using custom additional fields.
On selecting Custom Actions > Resolve requests using templates in the request details page, the respective web page is not loading when ServiceDesk Plus is integrated with Endpoint Central.
In Add/Edit Request Template page, the label placement of sections is denoted as right even if the label placement is configured as Left or Top.
Approvals are not triggered in service requests when a resource is updated, if an approver is deleted.
Bell notification alert is not displayed in the application UI when a requester replies to a request.
Notification (Alert(or Notify) technician by e-mail when there is a new reply for the request) is sent to technicians for their own replies to the request.
Problems:
Unable to update the problem status as Closed via inline edit.
Admin:
Unable to add hyperlinks in the Description field of change templates.
Tables added in the Description field of a change template are not retained after saving the template.
Technicians are able to add looped pathways between a stage node and approval node in the change workflow.
Reports:
Error thrown if the To field in Schedule report settings contains more than 100 characters.
Date column values in Advanced Matrix Reports are not displayed as per the time zone.
General:
Announcement pop-ups get overlapped and closing announcement in a tab is not getting reflected in other tabs for the same user.
Login:
After saving the login credentials in Firefox and logging out of the application, the login page is rendered with two Domain fields.
Mobile App:
An incorrect error message is displayed during concurrent login in ServiceDesk Plus Android and iOS applications.
Unable to receive push notifications in ServiceDesk plus mobile application or connect to mail servers from the web application after upgrading to build 14006 or above.
API:
GET requests in CMDB API fail after migrating to ServiceDesk Plus 14000.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14102 (Dec 8, 2022)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14101 (Dec 1, 2022)

Behavior Changes:
Purchase request approval notification will not be sent to users (TO option is removed) if the approval action is taken from Home > My Approvals.
Custom triggers cannot be used to invoke technician replies.
The GlobalConfig table entry (category="EMAIL_PROCESSING", parameter="ENABLE_TECH_REPLY_CHECK") to set the responded time is now removed. The responded time will be set by default when the technician replies to request.
The Last Updated Time field will be updated only when technicians reply to the request.
If a conversation is deleted, the conversation notification status (color of the Envelope icon) in the request list view will be set based on the previous conversation type. If conversations are removed completely, the notification status will be grayed out.
Conversation notification status (color of the Envelope icon) in the request list view will now be changed whenever a technician forwards/resends notifications.
The number of email addresses allowed in TO, CC, and BCC fields are now restricted to 100, 100, and 10 respectively.
E-mail technician when a request is appended by reply notification rule can also be used to send notification when a technician who is not associated with the request replies to the request.
Workorder_threaded table used in the custom query has to be removed.
Custom report using request notification related data model has to be updated.
CleanUp schedule deletes archive and active notifications which includes request conversation of merged requests if system user is the sender.
Request-specific variables will no longer support to replace the notification content. You can use variables such as $lastconversationdetails, $NotificationDescription or $NotificationSubject in the notification rules template to replace the notification content.
In Notification Rules,
$description will replace request description by default.
$NotificationDescription will replace notification description.
$lastconversationdetails will replace notification content specific to selection of reply/forward from existing notification.
Technicians reply to request
Technician replies to requests through mail will no longer be considered as conversation.
Is read and unreplied count will not be incremented on technician replies.
The format name <mail id> will no longer be supported while sending notification from request. When reply/forward/resend is performed from existing notifications, mail ID will be truncated.
UnReplied Count
Unreplied count will be incremented only when the requester replies to the request.
Unreplied count will be incremented on merging requests.
Unreplied count and responded time will be set/reset only when the technician reply is public.
Recommendation:
Tune the DB to maximum buffer before applying ppm and check the DB started message while starting the server after migration.
The maximum number of attachments per record is now 50 across all modules.
You can now view the details of the user who uploaded the attachment along with the time by hovering over the attachment.
Images copied to the Resolution field in request templates will now be removed while saving the request templates.
Access to icons uploaded for request templates will now be limited to the instance with the templates to which the icons were uploaded.
The "image" key is no longer supported in requests and request notes API operations.
The "template_image" key in the request template API is now changed to "icon".
External users can no longer access APIs for the following project entities :
Project Role
Project Status
Project type
Task type
Task Closing Rules
Worklog type
Enhancements:
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.
My approvals:
My Approvals widget is revamped for better user experience.
MApprovers can now use the option Show All in the my approvals widget to view all their approvals in one place.
MThe approvals are distinguished by the modules icon.
Approvers can quickly respond to approval requests by using the Take Action option in the slider panel.
Request Notification and Conversation API:
Request Notifications and Conversations:
Bcc field support for reply and forward emails in requests.
he 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.
A new variable $lastconversationdetails (email separator) is added in email reply/forward templates. You can use this variable to display conversation details of reply/forward emails.
New variables $description.attachments and $resolution.attachments are added in system notifications and reply templates to support attachments.
Attachment and Inline Image Enhancements:
You can now download all attachments added to a record simultaneously as a ZIP file using the Download all option.
The throttle limit for the number of files uploaded as attachments per minute is now increased to 15. Note that the number of files that can be selected and uploaded simultaneously is 10.
When an external attachment storage location becomes inaccessible, a banner message indicating the issue will be displayed on all pages and an email notification will be sent to SDOrgAdmin.
Inline images within a module can now be accessed by users only if they have permission to the module. This change is applicable only for new images added after migrating to build 14100.
Inline images are now stored in the same location that is configured as the attachment storage location.
API changes:
V3 API support for reply and conversation in requests.
Reports:
Generate tabular reports for notes and conversations in requests.
Support to add request tag as a column to the tabular report, matrix report, and request metric report.
Unique Resource Questions in Service Templates:
ServiceDesk Plus now alerts you when resource questions are duplicated in service templates.
Admin History:
View History allows you to view all admin configuration activities.
Default HTTPS Mode:
Beginning with 14100, new ServiceDesk Plus installations will start in HTTPS mode by default. A valid SSL certificate must be uploaded to establish a secure connection between clients and ServiceDesk Plus. To upload an SSL certificate, go to Admin > General Settings > Import SSL.
API Documentation Tool Support for Announcements:
V3 API for announcements are added to the REST API Documentation tool.
Add new extensions in Attachment Settings
Administrators can now include or exclude attachments files added based on the file extensions.
In ESM setups, attachment settings can be set under ESM Directory > General Settings.
You can now add inline images to reply templates.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14006 (Nov 19, 2022)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14005 (Nov 10, 2022)

Behavior Changes :
SD-104243 : ServiceDesk Plus integration with SCCM now supports Windows authentication single sign-on (SSO).
SD-103099 : Autocomplete is deprecated for confidential fields (Host, Port, Username, and Password) in the agent configuration proxy form.
SD-105673 : While adding assets through form, Site field is not mandated for technicians with Complete Access permission to Assets module.
SD-104107 : License agreement expiry notification emails will now include complete license agreement details.
Issues Fixed :
Dashboard:
SD-105972 : Information is not displayed properly on clicking the data in Dashboards > Request by Technician widget if the default request status name is updated and contains space.
Requests:
SD-106041 : Unable to assign or pick up a request from the request list view if it contains empty mandatory fields.
SD-104710 : Post upgrade to 13008 build and above, the Approvals tab in request details page does not list approval details for older requests in non-IT portals.
SD-105441 : EMAILID column (of a user resolved from org role) is not populated in the APPROVALDETAILS table of service request approval email notification.
SD-105703 : Request list view does not load properly if the columns selected using Column Chooser are duplicated.
SD-105767 : Completed requests are listed under All My Groups custom filter after upgrading to build 14000 or above.
Changes:
SD-106172 : Unable to send approval mails if the change has attachments.
SD-104974 : The Approval Summary section is not visualized completely when the change approvals page is accessed from the home page.
SD-104492 : Unable to edit ChangeManager's name and description in change roles.
SD-105054 : Cab recommendation is not sent to the newly added cab members (In particular, the cab members added after saving the workflow).
Tasks:
SD-105069 : Tasks are not triggered automatically if $ApproveComments variable is used in the Notify requester when a request is approved/rejected notification rule.
Assets:
SD-105182 : Time values of certain fields are inadvertently shown in epoch time format in the asset scan history and update scan data pop-up.
SD-103731 : The content in Endpoint Central upgrade notification mismatches with the tooltip displayed when hovering over the notification.
SD-106139 : During asset scan, VMs and assets added under Admin > Discovery > Scan Settings > Invalid Service tags are duplicated.
Admin:
SD-104148 : In the SolarWinds server settings page, the special characters in the username are incorrectly shown as HTML-encoded values.
SD-104731 :
Post upgrade to 13008 build and above, SolarWinds CleanUp schedule is executed periodically even if the integration is disabled.
SolarWinds CleanUp schedule is executed periodically in Standard edition by default, even if the integration is disabled.
SD-104149 : Data sync fails during SolarWinds integration if an asset contains more than 50 characters in the sysLocation field.
SD-97422 : Unable to add new service categories in non-IT help desk instances.
SD-104903 : Using the Switch node in change workflow throws an internal error.
SD-105942 : Help card content updated for correctness in change add, edit, and template pages.
API:
SD-105756 : After upgrading to build 14000, the V3 API URL with slash at the end (for example: /api/v3/requests/) does not work.
General:
SD-104091 : Unable to upgrade 13006 build if there are requests with overall approval status as null.
SD-104166, SD-106288 : Unable to access ServiceDesk Plus from mobile browsers.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14004 (Oct 27, 2022)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14003 (Oct 22, 2022)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14002 (Oct 20, 2022)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14001 (Oct 14, 2022)

Enhancements:
sers can perform global search for SNMP devices using the manufacturer serial number in Assets and CMDB module.
Vulnerability:
URL access violation issue occurs due to multiple API calls while tagging users in request notes, request comments, and project comments.
Requests:
To display the approver's name and org role under the Approvals tab before triggering approval (From Build 13006 and above), use the query given below :
update ApprovalConfigurations set paramvalue='true' where category='Approvals' and parameter='Resolve_Org_role_at_add' and helpdeskid='***'
Custom trigger approvals are not sent when $DEPT_HEAD$ is present in any of the input approval levels.
Request status is not getting moved to Open from On Hold after approval.
SD-104670, SD-104797, SD-102960 : User details are not getting displayed in Requester/Technician popup in request details page.
Able to edit fields in the request form even when the form is still loading.
If more than 10 users are configured as backup approvers, the approval is sent to the original approver.
Trashed requests are considered in a technician's workload when Load Balancing model is configured under Technician Auto Assign.
Notes are not sorted properly in request list view or details page if Email is disabled under Conversations tab in request details page.
Custom trigger is not executed when Execute on actions is selected as Approved or Rejected.
Clicking the Cancel button in the add request form creates a request with chat details if the user creates a request while closing a chat.
Unable to set multiple values for Asset field in the request add/edit form using field and form rules.
Priority matrix is not applied properly on the request add/edit form if the values of matrix fields (urgent & impact) are removed using field and form rules.
When moving a request from one instance to another, the Move this request to drop-down is not showing all instances if the number of instances exceeds 10.
When a request is forwarded without attachments, a time-out error occurs and the message remains as a draft until the request is opened.
In the request detail page, the New and Search buttons for associating a change or a project with the request appear broken. It happens only if the application language is set to Chinese.
When Technician Auto Assign is enabled, the request is assigned to a technician on leave instead of technicians included in the Technician Auto Assign.
Changes:
In some cases, the CAB approver receives a blank email when the change is submitted for approval.
Asset:
If the URL host name contains Software, the Software module is selected by default in the global search filter.
An unwanted error message is displayed while modifying the type of an IT asset to another IT asset.
Unable to generate barcode starting with 00 while adding new assets or associating existing assets under Assets > Barcode Generation.
An error is thrown when clicking the auto-assign option under asset summary in non-English setups.
Technicians with site-based restriction and Complete Access to Assets module are unable to download or delete attachments in an asset.
The headings in printers/routers/switch details page are displayed as question marks in non-English setups.
CMDB:
Unable to delete IT Service or Business Service CI types if CI attributes are displayed in the list view.
Unable to delete run-relationships from the relationship list view. The issue occurs if the target CI added is not a software.
Purchase:
The horizontal scroll bar disappears when navigating from a purchase order to an associated assets list if the items are reached.
Admin:
While editing a request via email command, a new request is created instead of updating the existing request.
Automatic request closure rule configured in any instance is inadvertently getting applied to all instances.
ESM:
Error thrown on organizing incident SLAs in ESM setups if more than 15 SLAs are present in a service desk instance.
Zia:
When clicking the like or dislike button in Zia notifications for approvals and reopen requests, the rate limit exceeded notification is incorrectly sent to other logged-in technicians.
SD-105052 & SD-104781 : Zia validates request reopening incorrectly if an email signature is present in the requester's reply email.
Genera:
While reindexing daily backup, table lock occurs causing the backup to fail in Postgres setups.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 14000 (Sep 29, 2022)

EOL of 32bit :
Support for the 32-bit installation of ServiceDesk Plus will be deprecated with this release. Click here to learn more.
Dashboard:
Support for using different filters and charts across dashboards that contain the same widgets.
Removed the move to request list option from the filtered task list view.
When the requests list view is accessed from dashboard widgets, the corresponding filter criteria applied to the request list view will no longer be shown in the inline search.
Requests :
Request global search can be performed only when Lucene is enabled.
Refresh frequency is now moved under the List Settings.
Added the "Has linked requests" column in exports that shows the presence of linked requests using boolean values.
In the column chooser, reordering and disabling the Select Box option is no longer supported.
The column search no longer supports the "null" keyword and regex expressions.
The classic view no longer supports basic search.
Request custom view filter name and request count will no longer be shown in the task list view.
When exporting requests, the ordering of columns in the list view will not be retained.
When exporting requests, the request ID column will now be included by default.
The following changes are applicable for column names in exports:
ID is now Request ID
Requester Name is now Requester
Assigned To is now Technician
DueBy is now DueBy Date
Service Catalog is now Is Service Request
Overdue is now Is SLA Violated
On-Behalf-Of is now On behalf of
Response DueBy is now Response DueBy Time
Template Name is now Template
The following UI labels have been renamed :
FCR is now Is FCR
First Response Overdue Status is now Is First Response Over Due
ReOpened is now Is Reopened ticket
Overdue Status is now Is SLA Violated
Request Shared is now Is Shared
Custom Views and Advanced Search :
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.
Custom views created by admins will now be private by default.
Technicians can now view public custom view filters.
Using the same name for different custom view filters is no longer supported.
Filters in Advanced Search will no longer be retained. Previously configured filters will now be saved as custom views individually.
Inactive users will no longer be listed in the criteria fields of Advanced Search or Custom Views. However, you can use sub-criteria fields to search for specific inactive users.
The criteria fields in Advanced Search and Custom Views will no longer support time values but only show dates.
The Show groups in Request List filters option has been removed from Admin > General Settings > Advanced Portal Settings. The default group-based filters will no longer be available in request custom view filters.
Preventive Maintenance Tasks :
Due to the introduction of Maintenance module, there are a few behavior changes in preventive maintenance tasks. Click here to learn more.
Limitations
In the request list view, the number of records displayed per page has been changed; the minimum count will be 10 and the maximum count will be 100.
In the request list view, the maximum number of columns that can be selected using the column chooser will now be 40.
In the request list view, bulk edit support will now be limited to 100 requests.
The maximum number of columns that can be selected for the request left panel on the request details page will now be 25.
In the GET_ ALL API endpoint, the number of fields supported inside group_by is increased to 10.
CIID to AssetID Migration :
Asset association to a request will no more be mapped to the CIID. Instead, it will be mapped to the ASSETID. Click here to see all behavior changes.
SD-104683 : Email addresses mentioned in Email ID(s) To Notify field will be encrypted in requests module, archived requests, and maintenance module. Data fetched from this field will be masked in query reports.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 13011 (Sep 27, 2022)

Behavior Changes:
SD-104671 : Throttle limit to access solutions or announcements auto-suggest pop-up while creating requests has been increased to 300 in requester login.
Enhancements:
SDF-92869 : Users can now associate up to 100 projects to change requests and vice versa via GlobalConfig table.
SDF-103090 : You can now increase the number of options that can be selected for resource questions by updating the "paramvalue" for the entry below in the GlobalConfig table.
category = "CheckBox_Resource_Question"
parameter = "MAX_OPTIONS_SELECTED"
paramvalue = "<any_value_up_to_50>"
Note : The default paramvalue is 25.
Issues Fixed:
Requests:
SD-104812 : Trigger configured with "for the first time" action is getting executed every time when there is another trigger that is configured with Approved, Reply Received, or Rejected event.
SD-104829 : URL throttle exception is thrown when performing inline or spot edit in requests when the number of additional fields configured in the request template is on the higher side.
SD-104432 : Unable to open requests if API exception occurs during server startup when request attachments are pushed to JIRA tickets.
SD-104455 & SD-103887 : Unable to access application URL in approval reminder emails.
SD-104793 : Replies to emails for a request are not threaded to the existing request and created as a new request if the module-based limiters are not used with the base delimiter in the email subject.
Problem:
SD-104846 : Unable to create problem requests if the logged-in technicians are configured with a role where Allow technician to view permission is configured as All in group & Assigned to Technician or Assigned to Technician.
SD-104673 : Unable to send notifications from problem details page if there are more than 100 characters in the To field.
Changes:
SD-103913 : If the storage location for attachments configured under Admin/ESM Directory > General Settings > Attachment Settings does not exist, the CAB approval submission fails for change requests containing attachments.
SD-103792 : CAB approval submission fails if an attachment in a change description or other stages has "+" in its name.
SD-104225 : Unable to move a change to the next stage when a change role assigned to a support group is made mandatory in the change template.
SD-104047 : The change roles variables configured in a notification template are not getting replaced with actual values in the corresponding email notifications if the change role name was renamed with special characters before configuring it in the notification template.
Tasks:
SD-104430 : On editing task custom filters with group-based filter conditions, the group name changes to 'undefined' after saving.
Assets:
SD-102557 : System Type field value is not fetched for workstations and servers on scanning via Endpoint Central.
SD-100665 : An incorrect error message is displayed while trying to access the remote control feature in Endpoint Central.
Admin:
SD-104583 : Error thrown if space or line break is added between alias email addresses in incoming mail server settings.
SD-104585 : Inline images with valid content type and invalid file extensions are not displayed in the application UI.
SD-104544 : Unable to process signed emails with content types other than multipartsigned.
SD-104831 : The details of emails matching spam filter conditions are not shown in the system log viewer.
SD-102439 : During SNMP scan, the MAC value is fetched based on the OID hard-coded in the application even if custom OID is configured under Admin > Discovery > SNMP Configurations > Device Inventory.
SD-103150 : SDAdmins are unable to reset passwords for users from users details page in non-English setups.
SD-103379 : Country drop-down in Add/Edit Site page contains missing and incorrect country names.
SD-103055 : Mistranslated text in Japanese help card under Tasks tab in Admin > Templates & Forms > Project Templates.
SD-103888 : Survey exclusion does not work as expected if multiple email ID criteria are configured using OR condition.
SD-104757 : Error tooltip is not visible while writing custom scripts in field and form rules.
SD-103419 : Unable to add/edit service categories if additional fields are configured for IT Service or Business Service CI types.
SD-104223 : Unable to customize the New Change Stage Status template under Notification Rules > Change.
Community:
SD-22674 : Purchase Order deletion history will now be recorded in System Log Viewer.
SD-94414 : Contracts deletion history will now be recorded in System Log Viewer.
ZIA:
SD-104545 : The warning message for reopen requests and approval prediction in Zia is barely noticeable.
SD-104540 & SD-104030 : Zia incorrectly scans the approver's decision in the approval email if the email signature is present.
General:
SD-104152 : Local authentication option is listed in the login page even after disabling Allow user login based on local authentication and Domain Filtering during login.
SD-101912 : An alert message (Endpoint Central service is not reachable) is displayed even after the service is reachable.
SD-103391 : Performance issue in setups using Microsoft SQL server for some scenarios when running query reports.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 13010 (Aug 22, 2022)

New in ManageEngine ServiceDesk Plus 13.0.0 Build 13009 (Aug 3, 2022)

Framework Upgrade Information :
SD-101485 : Jquery UI upgraded to version 1.13.1
Behavior Changes :
SD-103899 : Throttle limit to access the /api/v3/app_resources/build_info URL is increased to 60 calls per minute.
SD-104021 : Throttle limit to access the /sounds/*.mp3 URL is now increased to 120 calls per minute.
SD-103503 : If an invalid attachment from an email is dropped when adding an entity, a notification will now be sent to the email sender and technicians configured in the Send email when an Application Error Occurs rule.
SD-103800 : The option to integrate Zoho Analytics from ServiceDesk Plus will no longer be available on the application UI for users. If users want to enable the integration in their setups, contact support ([email protected]) for more details.
Enhancements:
SDF-104217 - Disaster Recovery :
Disaster Recovery (DR) ensures availability of ServiceDesk Plus when a region or site is down during disaster.
DR works by implementing a hot-standby system. When a primary server is down, the secondary server takes over the primary server functions and serves the application.
You can configure DR from ESM Directory/Admin > General Settings > HA Configuration.
SDF-103302 : In custom triggers, you can now edit custom notifications in HTML mode.
SDF-103800 : ManageEngine Analytics Plus Cloud now integrates with ServiceDesk Plus as cloud-based reporting & business intelligence service instead of Zoho Analytics. Going forward, users will be able to integrate with ManageEngine Analytics Plus Cloud to analyze business data and create reports/dashboards.
Note: Existing users will be able to use their Zoho Analytics integration without any changes.
Issues Fixed:
Requests:
SD-103049 : Field and form rules for services requests are not getting executed if values of the conditions in the rules contain products from the Assets module.
SD-103189 : Requester selection icon in request forms is clickable for users even if it is in the disabled state.
SD-103523 : Unable to view pdf attachments from the request approval page.
SD-103876 : Unable to bulk-edit requests if Allow requesters and technicians to override the Priority Matrix option is disabled in the Priority Matrix.
SD-103378 : Approvers are redirected to an error page while approving a request from the Approve/Reject buttons in email if the email notification template contains $ApprovalActionButton variable.
SD-103163 : Unable to preview PDF attachments in request notifications, conversations, and approval page in build 13004 or higher.
SD-103397 : If a service request template has organization roles configured as approvers, approval notifications are not sent to users with the relevant organization roles if the user is not a service request approver.
SD-103740 : Unable to view PDF attachments in request conversations if the request has approval configured.
SD-103260 : Archive request fails when the request contains notifications with subject more than 250 characters.
Changes:
SD-103174 : Unable to save a change request after editing if more than 100 assets are associated with the change request.
SD-101501 : Added change attachment API in the API doc tool.
Solutions:
SD-103514 : Unable to create solutions in non-IT help desk instances.
Assets:
SD-103790 : Unable to open the asset details page in a new tab by using CTRL+left-click over an asset name in the asset list view.
CMDB:
SD-102523 : Unable to view associated changes of a CI from relationship tab, if the CI is created from a child CI type of Business Service
Purchase:
SD-103663 : Unable to take approval action for purchase orders if the approver has configured cost limit.
SD-37956 : When receiving items from Purchase Orders, Workstation/Server model is not updated in the asset list view.
Admin:
SD-103146 : Backup files are not getting deleted after the expiry of the configured retention period if the corresponding scheduled backup with attachments had failed.
SD-102893 : The Incident, Service, Announcement, Solution, and Survey templates are not visible to the associated user groups after editing the criteria of the user groups.
SD-103502 : Attachments are dropped when fetching emails using POP/IMAP protocols if they are not properly encoded.
SD-103910 : After upgrading from build 13007 to 13008, the advanced portal settings page is not loading properly if While a request is waiting for approval, stop the timer and set request status to option is enabled in Advanced Portal Settings.
SD-103613 : Unable configure asset notifications under Admin > Automation > Notification Rules in remote servers.
SD-102541 : Service templates listed under Admin > Templates & Forms > Service Catalog are not displayed on right-clicking a template and selecting Open in New Tab.
SD-103430 : Impact and Urgency fields are not present in Add/Edit Service Template forms for Professional editions with Service Catalog Add-on.
SD-103782 : Executing bot commands in Microsoft teams returns Zia Bot commands.
SD-103385 : In certain scenarios, request custom triggers based on specific additional fields in service category do not execute even when criteria is fulfilled.
Reports:
SD-60756 : Unable to identify the type (private/public) of the reports in the Reports module.
SD-63233 : Unable to generate reports with description or resolution fields when the maximum number of simultaneous report users is configured less than 4.
SD-103123 : Error in viewing the shared user details in Additional Setup under Advanced Analytics.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 13008 (Jul 8, 2022)

Behavior Changes :
SD-103033 : The API operations ADD, UPDATE, and DELETE can now be performed for Admin entities via custom functions (excluding callback functions).
SD-102392 : Requests can be created from conversations only if it has valid Site, Group, and Technician dependencies.
SD-102963 : The number of incident additional fields of type radio and picklist is now restricted to 50 each.
SD-102665 : ServiceDesk Plus favicon is now updated in all browsers.
SD-103140 : Post upgrade, ServiceDesk Plus will no longer be accessible through Internet Explorer 11.
Enhancements :
SDF-103083 : From address is supported while sending emails through custom functions.
SDF-101501 : Added change attachment API in the API doc tool.
Issues Fixed :
Vulnerability:
SD-101435 : Secure and same site attributes are missing for PORTALID cookie.
SD-103631 : Path traversal vulnerability while processing inline images.
Dashboard:
SD-103131 : Category names that contain non-English characters are not displayed properly in matrix reports when the reports are added to a custom dashboard.
Requests:
SD-102929 : Unable to fetch more than 100 statuses in the Requests module.
SD-91560 : On adding a new request tag from the request details page, the new tag is not selected if it is shorter than the existing tag.
SD-102636 : Unable to close requests when user override for priority matrix is disabled and the Priority field is mandated in Request Closure Rules.
SD-102287 : When a requester creates a request on behalf of another user, the Reporting To option in the Select Approvers field reflects the requester's Reporting To user.
SD-102110 :
While sending emails from the application to add or update request fields via Email-Command, new line character (n) is added to additional field names and values when the character limit set by the mail client is exceeded.
Line breaks are not retained in description and resolution fields.
SD-102097 : If a custom on hold status is created and requests are configured to pause timer during approval and move to Onhold status under Advanced Portal Settings, the status of a request pending approval is updated with the custom on hold status.
SD-101558 : Unable to add file attachments if the file name exceeds 100 characters.
SD-102325 : In request details page, hovering over the transition info does not display the associated request life cycle.
SD-102326 : Task form rules are not copied when a request template is copied from another template in which tasks were deleted.
SD-102513 : When a form rule is configured to set a value to the Category field upon editing requests, the fields Subcategory and Item are erroneously getting reset even if the Category field has the same value as configured in the rule.
SD-102518 : In some cases, backup technician is assigned for past dates even if the original technician leave is completed.
SD-102585 : While updating the template of a request, the requester's asset details are populated if the On Behalf Of User does not have assets associated with them.
SD-102643 : While configuring ${ResourceSummaryWithCost} in custom triggers and sending notifications, the resource cost is doubled in the email notification.
SD-102645 : Service requests that are yet to be sent for approval to a user is listed under Request Pending My Approval filter for that user.
SD-102713 : When an approver in the service template with multi-level approvals is removed from application, the subsequent approval levels are not shown in the Workflow tab.
SD-102730 : While selecting approvers in service requests, the approver email ID and department are not listed in the Select Approvers drop-down.
SD-102891 : On spot editing the multi-line additional fields in the request details page, the characters in the fields are not rendered properly.
SD-102900 : While replying/forwarding a request from the request details page, the cursor goes missing after changing the reply template.
SD-103006 : Custom triggers are not working if their action contains a script that has non-ASCII characters after upgrading to build 13001. The issue fix "SD-98985" has been reverted. Customers facing this issue should create new TXT files for which the issue occurs by typing out the content manually and saving it with the same name as the original file. The files will be available under the executor_files folder.
Projects:
SD-90526 : Inconsistency in fetching project global search results in some cases.
Solutions:
SD-100240 : Error while adding multiple solution owners for solutions and workarounds in problems.
Assets:
SD-102809 : Unable to set an asset's status to 'Disposed' while updating the asset via ServiceDesk Plus mobile application.
Purchase:
SD-37956 : When receiving items from Purchase Orders, Workstation/Server model is not updated in the asset list view.
Admin:
SD-102719 : Unable to access Endpoint Central (formerly Desktop Central) by clicking the Endpoint Central quick access drop-down in the application header.
SD-101491 : In the Preventive Maintenance task form, the Change Template button is not translated properly in French personalization.
SD-102893 : The Incident, Service, Announcement, Solution, and Survey templates are not visible to the associated user groups after editing the criteria of the user groups.
SD-102551 : Login name, email ID, employee ID based search in user fields is not working properly in some pages.
SD-102777 : Security Settings page is not loading properly when the application language is set to non-English languages.
SD-102717 : Unable to import users from Organizational Units with name containing '/'.
SD-99570 : Unable to mark the CI and Asset involved fields as mandatory in release templates.
SD-102553 : Notification content of Active Directory import is misaligned.
SD-102590 : In non-English setups, requester properties are displayed for Site field in request templates.
SD-102881 : The additional fields created specifically for a service category in a template gets added as Common fields even after disabling the Common for all Service Categories option.
SD-103005 : Pressing the Tab key when the cursor is on a text editor changes focus to the next field instead of moving the cursor to the next tab stop within the editor.
SD-103100 : Unable to rearrange sections within a release template if a new section is added to the template.
Login:
SD-101405 : Users are redirected to change password page upon password expiry, if the Keep me signed in option is enabled along with any authentication except local authentication.
SD-102314 : Concurrent login attempts in the same browser results in login CSRF validation failure.

New in ManageEngine ServiceDesk Plus 13.0.0 Build 13007 (Jun 29, 2022)

New in ManageEngine ServiceDesk Plus 12.0.0 Build 13006 (Jun 24, 2022)

Framework Upgrade Information:
PostgreSQL Driver upgraded from version 42.2.16 to version 42.2.19.
Behavior Changes:
Approval Stage is now renamed as Approval Level.
Org roles configured as approvers in request templates will be resolved only when the corresponding approval notification is triggered.
The option to configure any email address as an approver in Self-Service Portal is no longer supported. Only users registered in the application can be configured as approvers.
Template workflow configurations will now be added as entries in the system log viewer table.
No duplicate approvers can be configured for a given approval stage.
The $MyPendingApprovals variable used in the approval reminder notification template is changed to $MyPendingApprovalLink
DesktopCentral is now renamed as Endpoint Central.
Enhancements:
Captcha Verification Check for Mobile Logins
In ServiceDesk Plus mobile app, users will now be prompted to enter a captcha code during the final login attempt before reaching the account lockout threshold.
Change approval actions can now be notified to a change requester via email.
The variable $ApproverName is added to the send for recommendation template.
The variable $OriginalApprover is added to the approval notification template and send for recommendation template.
In ESM setup, Org Admins can now monitor URL attacks in the application. Notifications are sent to Org Admins if the number of attempts to access a URL exceeds the threshold limit.
In non-ESM setup, SDAdmins can now monitor URL attacks in the application. Notifications are sent to SDAdmins if the number of attempts to access a URL exceeds the threshold limit.
In the approval actions page, users can now view the approvers list who are yet to approve the request by updating paramvalue for the entry mentioned below in the GlobalConfig table.
The organizational role details of the approver are now shown in the Approval Details section and Approval Actions page.
API for request approval actions is now supported.
The User Interface for approval action page and the approval tabs under requests and archived requests is enhanced for better usability.
Option to mandate approvals comments only on request rejection under Admin > Self-Service Portal Settings (Advanced Portal Settings in ESM setups)
You can now configure custom names for an approval level when adding an approval stage to request templates.
In Custom Triggers, configuring custom scripts to add request approvals now has a new format. Update existing scripts before October 2022 to configure request approvals via scripts using the new format.
In custom trigger json, current_level and approved_level keys will be added along with current_stage and approved_stage keys respectively. The keys current_stage and approved_stage will be removed after October 2022.
Issues Fixed:
General:
Migrating to version 13002 and above fails when the length of the file names (including the extension) in <SDP-Home>/custom/customimages/> is less than 7.
Translation issue in Swedish personalization.

New in ManageEngine ServiceDesk Plus 12.0.0 Build 13005 (Jun 9, 2022)

Framework Upgrade Information:
PostgreSQL upgraded from version 10.17 to 10.21
Enhancements:
Added option to disable manual deletion of system logs in the Community tab.
In the change module, the mini calendar and the calendar view will now show the change requests marked in the previous and next months if the respective dates are shown in the current month view. For example, if the starting day of the current month is Friday, then the changes until the previous day (Thursday) will be shown in the current month view.
Issues Fixed:
Dashboard:
Custom report widget added to the dashboard in the non-IT instance goes blank.
Requests:
The Updated by details are populated even after changing the notes type (public/private).
Set group action in Service SLA does not work for requests associated with a site.
When the mail sending threshold is reached, resending of outgoing emails is not triggered due to changes in the error message pertaining to "SMTPSendFailedException".
On duplicating a service request, the description is not copied from the parent request.
Attachment ID is displayed in the request history on adding or editing requests when the description is stored as attachment.
Group is removed while assigning requests to technicians in bulk from the request classic view.
Custom triggers do not execute on approved, rejected, and reply received events.
The cancel button in the request form does not work when the form is accessed using a link.
Notes in archived requests do not display in chronological order.
Moving requests to a completed status from custom completed status using bulk edit resets the time spent on the request.
Canceling a configured on-hold schedule from technician login is entered in history as a system action.
A blank page is generated unexpectedly when using the preview options in inactive incident templates.
Requests tasks that are configured as post-approval tasks are not created if the request was edited by the requester before approval.
The scroll function is not responding if an existing field is dragged to a different location when editing or creating an incident template.
Dissociating template tasks using a script-based business rule is not working if the request template was also changed using the same script.
Spell check function was disabled for request approval comments.
Problem:
Unable to filter incidents by category while associating to a problem.
Changes:
Approvals in the Submission stage are not listed if the stage has been crossed or if the page has been refreshed.
Attachment is removed when a technician who creates the change request does not have access to the created change request due to system roles, site, or group restrictions.
Unable to edit change request when the change owner adds attachments after the change crosses the submission stage, even if the change owner is allowed to edit the change in any stage from Admin > Customizations > Change Management > Change Configurations.
If a change approval is deleted, the History tab goes blank.
Change approval actions via email reply are not working even though Zia predicts them correctly.
Tasks:
In the View Task pane under requests list view/ classic view, the Priority field is missing in the task sort dropdown menu.
Assets:
The "Software" filter is not retained in the global search if it is invoked when the Software module is selected.
When a asset is moved in store due to deletion of the user, the information is now captured in the Asset History.
DC agent scan fails while scanning assets that were previously scanned via other modes.
A blank page is shown when the Assets module is accessed after deleting a product type.
The product type is updated incorrectly during asset scan.
Error while accessing the details page of a software license that is created with additional fields.
In asset list view, the values of the Purchase Order No column are not getting populated for assets created from purchase orders.
CMDB:
Unable to add users with login permission or update password for existing users via API.
In CMDB, the CI info under software details page displays HTML tags.
Assets marked as 'Not associated to any site' are not displayed in the CMDB list view, if the logged-in user is assigned with EnableCMDB role and custom role with site-based restrictions.
Purchase:
Unable to customize the subject of approval notifications in purchase orders.
Admin:
In the notification for prohibited software installation, the Installed Date value is incorrectly shown in Unix Time format instead of human-readable format.
Zia email approval prediction is getting failed when Glowroot is enabled.
http:// gets added automatically after inserting a link in Editor.
Error while importing XLS files in Auto Site Allocation.
Unable to add users with login permissions or update password for existing users from the in-app API doc tool.
While executing scripts for requests, sub-category is created in the JSON file even if the request template does not have the Sub-category field.
Departments and sites are added with empty names during LDAP import if the mapped attribute in LDAP server contains only white spaces.
Email attachments with content type in capital letters are not processed as attachments during mail fetching.
Unable to include or exclude more than 100 users while importing users to instances.
When a business rule is used to change both request template and request status, the tasks associated with the new template are not getting added to the request.
The Site value is shown as "removed" after configuring a user group.
Unable to add more than 10 software products under Admin > Customization > Asset Management > Product.
Reports:
Unable to generate query reports in MSSQL setup which contains coalesce() function in lowercase.
Analytics Plus sync fails if the hostname for alias URL is configured without a port.
In query reports, the queries containing the join clause do not work if the column names are in lower case.
Duplicate queries are executed when displaying available columns in tabular custom reports.
Community:
Error symbol indicating failed database maintenance schedule is not getting cleared from the health meter even after successful maintenance.
ESM:
Service catalog is not available in standard edition even if the service catalog module is enabled.
Unable to create a new Facilities service desk instance if an existing Facilities service desk is deleted.
General:
Error while clicking the technician delete notification (bell notification) received from AD delete sync.
Performance improvements in Zia prediction for better user experience.

New in ManageEngine ServiceDesk Plus 12.0.0 Build 13004 (Jun 2, 2022)

New in ManageEngine ServiceDesk Plus 12.0.0 Build 13002 (May 25, 2022)

Behavior Changes:
SD-100804 : Product Type field is removed from the server details page and list view.
SD-99040 : Loan expiry notifications will now be sent to the users until the loaned asset is returned if notification frequency has been configured.
SD-99659 : Auto-completion of email fields is enabled for change notifications.
SD-100880 : Technicians can create requests with the Site specified in the request template even if they are not associated with the site.
SD-101115 : Changing the default backup password is now mandated before applying the license, taking manual backup, or upgrading the application.
SD-101447 : In the absence of an active default incident template, requesters will be prompted to select their preferred template from the incident catalog when the Raise a ticket option is invoked from the Zia bot.
Enhancements:
SDF-101199 : Option to add/update auto-generated function name in custom functions.
SDF-101546 : Option to enable/disable last login information under Admin > General Settings > Security Settings.
SDF-99760 : Security advisory banner will be displayed to SDOrgadmin and SDAdmin.
SDF-68127 : Added an info icon under the Members tab on the project details page to list active project roles along with their descriptions.
Issues Fixed:
Requests:
SD-100755 : Unable to search through Subcategory, and Item fields from the create/edit request page, if fields have inactive values.
SD-74944 : Scroll bar is not displayed in request details page if the details page is accessed before the list view table is rendered completely.
SD-99279 : Unable to edit inline values in request details page if there are UDF fields with the value 0.
SD-101591 : In tables under the request description, cell contents with no spaces overlap adjacent cells.
SD-100687 : Unable to add more than 100 tasks from the application UI during request creation.
SD-100803 : Label alignment discrepancy in request template after changing the language to Arabic or Hebrew.
SD-100695 : The status name gets truncated in the request life cycle edit page. If the status list is too long, the statuses at the end of the page are not visible.
SD-100384 : In Russian setup, unable to tag the users in request notes using the uppercase letters.
SD-100376 : The search fields across the application are auto-filled with the previously searched value.
SD-99595 : Field and Form Rules are running twice for a request if Set Field > Status action is configured for an On Form Submit event.
SD-100344 : Unable to create requests when the name of the site associated with the requester exceeds 100 characters.
SD-72317 : When creating a request on behalf of other users, the Site field is erroneously getting populated with the requester's site value instead of the on behalf of user's site.
SD-100587 : Requesters are set as approvers when added through custom triggers even though the Allow self-approval of requests option is disabled in Self-Service Portal.
SD-98587 : When searching for templates in the service catalog, the templates in the first category are erroneously shown for all the categories if the result has more than one service category.
SD-99924 : In the request-reply pop-up, the alert message prompting the users to fill in the mandatory fields shows the API name instead of the actual field name, if the mandated fields are additional fields.
SD-99241 : Field and Form Rules to update Select Approvers field do not work in requester login, if the field options contain org users.
SD-99741 : In the request details page, username is missing in the user details pop up.
SD-99683 : Field and form rules to disable a date field does not work when performing spot edit on the request.
SD-100785 : Duplicating a request replaces request description with the associated template 's description.
SD-100258 : When Zia category prediction is enabled, the field and form rule for on submit action is executed twice.
SD-100298 : VIP user icon beside the requester name is missing in add/edit request form.
SD-100775 : If the Request a read receipt option is configured for a mail, the end user receives an acknowledgement mail with the prefix "Not read: ". The issue occurs if the mail is processed via Exchange Web Services (EWS) protocol.
SD-101592 : Resource section fields are not shown properly when showing/hiding resource sections and fields simultaneously using field and form rules in the service request add/edit page.
SD-101451 : Unable to sort request Kanban view based on user-defined fields.
SD-101484 : Inactive support groups are erroneously shown in the dashboard support group filter.
SD-101737 : When tagging users under notes, the user list does not display all users in alphabetical order.
SD-101158 : Unable to create request custom views using subcategories if the total number of subcategories exceeds 10.
Changes:
SD-100628 : Unable to send change approvals or recommendation mails if a change request has attachments. The issue occurs if a network path is configured to save attachments and password protection is enabled for attachments.
SD-100879 : Custom Trigger is not executed for changes created via V3 API even if the criteria are met.
SD-101315 : Error thrown while sending attachments via email if Enable password protection for all file attachments under Security Settings is enabled.
Projects:
SD-68127 : Added an info icon under the Members tab on the project details page to list active project roles along with their descriptions.
Tasks:
SD-96408 : Mismatch in pending task count displayed in the dashboard and task list view when the option to consider only Closed tasks as completed tasks is enabled in task closing rules.
Release:
SD-100848 : Release history is not loaded if the Services Affected in a downtime under Planning stage is edited.
SD-100896 : The Approvals tab on the release details page does not load properly when the logged-in user and the approver are the same.
SD-96919 : Deleted user name is listed in the Release Engineer field while editing a release.
Space:
SD-101472 : Unable to create spaces if the Area field is not configured in the corresponding space templates.
Assets:
SD-101209 : Browser is loading slowly while updating asset owner via V3 API.
SD-101443 : Unable to update an asset state if there are more than 100 assets in that specific state.
SD-101134 : If you try to change the type of a product with a valid license, the insufficient license for this operation message is displayed. The issue occurs due to consideration of the disposed assets with existing assets count.
SD-99544 : Transaction timeout occurs while reconciling two software installed in more than 10000 workstations.
SD-100594 : An incorrect generic icon is displayed for some macOS devices when they are scanned by standalone audit.
SD-100868 : Software details are not getting fetched from devices scanned by SCCM.
SD-100846 : Incorrect UI message is displayed during scheduled scan if the Desktop Central server is unreachable.
SD-99560 : Performance issue in the relationship tab under asset details page.
SD-99555 : Performance issue in add new asset form.
SD-99040 : Loan expiry notifications are not getting triggered when the corresponding asset name contains special characters.
CMDB:
SD-101404 : If the add/edit form is saved by hitting Enter, the asset name is not reflected in the details page.
Purchase:
SD-101006 : Purchase order approval emails are sent to users whose email addresses are removed from the To field in the approval action pop-up window.
SD-100741 : When a purchase order is closed, the Email the Owner option under Actions menu is getting duplicated.
SD-100977 : Approving all approval levels of a Purchase Order does not auto-approve the Purchase Order.
Admin:
SD-101121 : In custom functions, user details in the context argument are returned as null when the username and login name are different.
SD-99927 : Unable to sort the options in multi-select/picklist additional field.
SD-100786 : Error occurs while updating mail server settings in some scenarios.
SD-100631 : Word space is missing for "Saudi Arabia" under the Country drop-down while adding or editing a site from Admin configuration or ESM directory.
SD-101426 : In non-ESM setups, the Import SSL Certificate admin guide link present in help card is incorrect.
SD-97178 : Unable to add or update disposed assets via API.
SD-101514 : Code samples of certain API operations are incomplete when downloaded as files from the in-app API doc tool.
SD-101916 : In setups integrated with Microsoft Teams, selecting an instance using the /select instance command in the Microsoft Teams app throws an error.
SD-101316 : Scheduled CSV user import fails when the CSV file contains Reporting to field.
SD-101673 : In the Import from Active Directory pop-up, the hyperlink to configure requester additional fields redirects to the incorrect webpage.
Login:
SD-94855 : Users are not able to access the application after logging out without clearing the browser cache if they had enabled the Keep me signed in option during the login.
Mobile App:
SD-100389 : In ServiceDesk Plus mobile app, unable to view request attachments when accessed from 'My Pending Approvals' section.
General:
SD-100241 : When upgrading the application to versions 11304 or above, invoking the backup after upgrade throws an error in certain scenarios.
ESM:
SD-101520 : Under ESM Directory > Application Settings, the help card text does not match the UI text.

New in ManageEngine ServiceDesk Plus 12.0.0 Build 13001 (Mar 9, 2022)

Behavior Changes :
SD-98175 : The header color in the purchase order print preview form and purchase order approval form received via email is now changed to default grey.
SD-100749 : SDAdmins can now delete report folders of other technicians.
SD-100731 : The applications running in HTTPS can now be integrated with ServiceDesk Plus only after SSL certificate validation. Click here to learn more.
SD-100780 : In Incoming and Outgoing Mail server settings, the OAuth client secret field input will be concealed from viewing and the field value will be encrypted on the client side while saving the configuration.
SD-100730 : Post migration, administrators are required to copy the Create_Jira_Ticket.js file present under [SDP_Home]/actionplugins/jira/resources/scripts to [SDP_Home]/integration/resources/scripts directory.
Framework upgrade information :
SDF-100336 : Handlebars upgraded to version 4.7.7
Enhancements :
SDF-99068 : You can now limit the number of characters displayed in fields like description, resolution, etc when generating reports for improved performance. The configuration is available under Admin/ESM Directory > Performance Settings > Reports.
Issues Fixed :
Vulnerability :
SD-98982 : Improper input validation during SAML login.
SD-100710 : Sensitive data printed in logs.
SD-100730 : XSS vulnerability in request details page.
Home :
SD-99600 : Pending approvals from retired instance are listed under My Approvals widget.
Requests :
SD-99035 : An error is thrown when moving a request from one portal to another portal if the destination portal has a business rule that changes the request template with another template with tasks configured in it.
SD-100753 : When the SLA of a resolved request is changed, the Response DueBy Time is flagged as delayed even though the response has been sent within the SLA time already.
SD-100468 : The Resolution submitted by field is getting populated automatically when using a request template where the font size of the resolution field has been changed.
SD-100294 : Approvals are not getting displayed in non-IT instances after migrating to 12000.
SD-100305 : In some cases, the application webpage is not displayed unless the browser is refreshed.
SD-82735 : Technician associated to a role with Reopening Request permission is unable to reopen requests if Editing Closed Requests permission is disabled.
SD-99928 : While replying to a request via V1 API, the CC field is not displayed in UI but the reply is sent to the CC users.
SD-100385 : Unclear alert message displayed while merging requests.
SD-100000 : Line breaks are not retained in the Description and Resolution fields while importing requests from XLS files.
SD-100363 : Only the first 10 priority matrix values are applied in the request add/edit form.
SD-100321 : Auto Assign Asset does not work properly while assigning an asset via email command. The asset is assigned to the sender of an email and not to the requester mentioned in the email.
SD-100324 : Custom trigger notification is not sent for service requests without cost, if $ResourceSummaryWithoutCost is configured in the notification template.
SD-100469 : Upon approval action, requests on hold do not move back to open status if the associated request template contains mandated fields with no default value and 'Requester can set' option disabled.
SD-100391 : Applying All requests filter in the Requests by Requester list view throws 'Invalid Input' Error.
SD-100388 : In versions 12004 and above, email signature is not appended on resending a notification.
SD-100365 : Performing a request global edit with only the Reason to Update field returns a success message.
SD-100359 : The execution time of SLA Escalation Query in Requests module is high.
Problems :
SD-98028 : Unknown error thrown during inline edit of a category without subcategory in the problem details page. The issue also occurs on inline edit of subcategory without items.
Changes :
SD-100375 : An incorrect error message is recorded under the History tab of the change details page. The issue occurs if the users are not assigned to a change role which is configured in the notification in change workflow.
SD-100355 : Change workflow gets duplicated and change approval mail is not triggered properly if a change is created with attachments. The issue occurs if a workflow is configured to move a change directly to the approval stage on change creation.
Solutions :
SD-99252 : The solution list view font differs for non-login users and logged-in users.
Assets :
SD-100370 : Incorrect value for the Workstation/Server Detected entry is shown in the scan summary.
SD-100246 : License keys are not getting updated in the software details page when more than 1 license key is received through purchase order as comma-separated values.
SD-100025 : On moving a workstation/server from an ownership state to a non-ownership state, the values in Last Logged In User and Logged On User fields are retained.
CMDB :
SD-99684 : Unable to import CI relationship if the technician is not assigned with SDAdmin role.
Purchase :
SD-100553 : In the print preview of purchase orders, only the last approved user is shown when multiple approval levels are configured for the purchase order.
Contracts :
SD-99976 : Line breaks added to the Description field in contracts are getting lost.
Admin :
SD-100425 : Unable to import .pfx type SSL certificate.
SD-100296 : Edit HTML icon is missing in the approval reminder notification template under Admin > Self-Service Portal Settings.
SD-100306 : Scheduled AD user import fails on appending the user id with a profile picture URL in scheduled operation.
SD-100432 : Unable to add multiple email addresses to a support group.
SD-99494 : In non-English setups, the sub-tabs in the asset and CMDB details page are displayed in English.
SD-99844 : The size of the text Upload an icon is displayed incorrectly inside the Service Categories.
SD-100372 : Product list view doesn't load properly, when the list contains products associated with inactive product types.
SD-87422 : Unable to update a general survey or save the survey as a template if the target audience is All Users and no users groups are configured in the application.
SD-100444 : Active Directory User import notification displays the same icon for both successful and failed entries.
SD-100682 : Active Directory user import fails as attribute names were treated case sensitively
Reports :
SD-99938 : ServiceDesk Plus becomes unresponsive in the Chrome browser if the criteria field in a report has many values.
SD-100748 : Private reports of other technicians are not listed in the reports reorder page for SDAdmins.
SD-100637 : Advanced filter for custom report is not applied properly. If the start with criteria is configured with multiple values, the report is generated only for the first value mentioned in the criteria.
ESM :
SD-100380 : The instance logo is not displayed in ESM setups, if the users are associated with only one instance in ServiceDesk Plus.
SD-100535 : Unable to add Currency in ESM Directory.
General :
SD-100402 : Uninstalling the application does not remove all application folders.

New in ManageEngine ServiceDesk Plus 12.0.0 Build 13000 (Feb 7, 2022)

Behavior Changes :
SD-99907 : Support for NTLM SSO is discontinued. Users with NTLM SSO configured in their applications can configure SSO through SAML.
SD-100409 : Support for TLSv1 and TLSv1.1 is deprecated further.
Note : Before upgrading ServiceDesk Plus to build 13000, customers using Microsoft SQL Server should upgrade to a version that supports the TLSv1.2 protocol.
SD-85611 : Added support for TLSv1.3 protocol.
SD-100322 : Sample scripts option is removed for XML and V1 API from the REST API documentation tool.
Framework Upgrade Information:
SD-85611 : ZuluJRE Upgrade : Zulu OpenJRE upgraded from 1.8.222 to 1.8.292
Enhancements:
DF-100789 : Space Management
Introducing Space Management to help you manage spaces in your organization. The newly added Space module can hold information on spaces within your Campuses, Structures, Floors, Rooms, and spaces. Click here to learn more.
SDF-27451 : Custom Operational Hours
You can now configure custom operational hours specific to each day of the week along with a break session. You can also configure exclusion rules to define standard non-working days on a monthly basis.
Click here to learn more.
SDF-92448 : Change Configurations and Enhancements
Administrators can configure settings related to editing, approval actions, or email notifications in a change request via Change Configurations. Click here to learn more.
Change Owner and technicians with SDChangeManager role can add/edit/delete/organize tasks in a change even after the change is closed.
Two new widgets : Open Changes By Type and Unapproved changes By Type are now added under Dashboard.
A new field Category in Changes Dashboard is added.
The Default status notifications settings is added under Notification Rules > Changes.
Added a new column Next Review Date in Custom Reports for Changes.
SDF-62824 : Change Trash
You can now trash a change and restore it later if needed. Click here to learn more.
SDF-84013 : Solarwinds Connector For Inventory
Solarwinds connector introduced to help import scanned asset data such as network devices, workstations, and servers from Solarwinds to ServiceDesk Plus. Click here to learn more.
SDF-80114 : Asset Replenishment
Track asset inventory and configure notifications when the inventory count falls below the configured threshold.
Notify the relevant technicians by email.
The SDAdmin/SDAssetManager can configure threshold for products/product types available in store.
SDF-85367 : Technician Requester Chat
Technicians can initiate a chat with the requester from the request details page.
SDF-89679 : Fail Over Service over Latest Framework
Failover Service and Failover Service Replication can now be configured from the application UI under General Settings. Administrators can toggle FOS mode ON or OFF anytime and track the changes performed on the configurations from the History tab.
FOS in ServiceDesk Plus now follows a peer-peer architecture. In the event of primary server unavailability, the secondary server takes over and functions as the primary server.
Postgres support is provided for the database server.
In event of application restore, FOS will be disabled by default. The administrator is required to enable FOS and restart the application again.
SDF-70522 : Embed video in Solution
You can now embed video links in Solutions. To learn more, click here.
SDF-41696, SDF-45845 : Organize Tabs
Administrators can organize the tabs in the navigation menu and allow technicians to personalize the tab order. You can access Organize Tabs from Admin > General Settings > UI Customization > Organize Tabs.
SDF-94181 : Translation In-line Edit
A new inline edit option to translate a phrase or text in the user interface according to your organization needs. Currently, this feature supports text modification in the application header, Home, Requests sub-tabs, Tasks and Work Logs.
SDF-83922 : URL Redirection for ESM Instances
Alias URLs can now be configured for service desk instances to allow users to access service desk instances directly. OrgAdmins and instance owners can configure the alias URL from ESM Directory or from Admin > Service Desk Configuration > Instance Settings. On accessing the URL, users will be redirected to the Home tab of the instance.
sDF-98661 : Default Chat Reports
Reports module now includes pre-defined chat reports such as Chats initiated by requester, Chats answered by a technician, Unanswered chats, and Completed chats.
SDF-98620 : Zoho charts in reports
ServiceDesk Plus integrates with Zoho Charts, a charting library with rich features and improved UI. The integrations allows users to create new chart types while generating reports. The UI of the generated chart is fine-tuned to display detailed information on hovering over the chart.
SDF-88409 : Advanced Analytics under Reports Tab
Advanced Analytics can now be accessed under the Reports tab in an embedded view.
Added Single sign-on (SSO) support to access Advanced Analytics.
SDF-100781 : Problem Attachment
Attachments UI in Problem module has been enhanced for improved user experience.
SDF-95115 : Admin Revamp
The Admin page is revamped with an all new configurations grouping as well as an improved UI layout for ease of access. Other changes include :
New configuration pop-up for creating or editing user/technician additional field.
New UI layout for integrations page.
Revamped UI for Notification rules.
SDF-98040 : Project Admin Revamp
A new UI for Project admin entities is added. Click here to learn more.
API support for Project admin entities.
Members tab is added to the project template. You can now add members and assign roles for a project directly from the project template details page. Click here to learn more.
SDF-90791 : User Group Entity over v3 api
User Group API is now revamped for improved user experience.
SDF-95493 : Region API : V3 API support for Regions.
Issues Fixed:
SD-94216 : Labels containing Thai characters are not displayed in charts after a report is generated.
SD-90075 : Unable to fetch the users without email id while adding user groups.
SD-68770 : Graph view is not displayed properly for the Stacked Bar Chart 2D type chart while generating the reports.
SD-100971 : Unable to insert images while customizing product tour slides under Setup > General Settings > Self-Service Portal Settings > Customization.

New in ManageEngine ServiceDesk Plus 12.0.0 Build 12007 (Jan 21, 2022)

New in ManageEngine ServiceDesk Plus 12.0.0 Build 12005 (Dec 22, 2021)

Behavior Changes :
SD-100195 : Administrators are required to reset the default administrator and guest password reset before applying license.
SD-65286 : Users can import and edit signature via HTML from the Personalize tab.
Issues Fixed:
Requests:
SD-99080 : Alignment of single column additional field gets truncated in print preview of a request.
SD-99238 : In request details page, conversations containing HTML tables is distorted.
SD-99559 : Executing API call to obtain request meta data invokes redundant queries.
SD-99553 : Executing API call to obtain meta data of custom function invokes redundant queries.
SD-99256 : Customizing request list view by adding or removing columns is not working when the number of unselected columns exceeds 300.
SD-99225 : Request creation via email is not working when the email is sent to a group email address of an inactive site.
SD-99839 : In version 12000 and above, breakage in custom trigger notifications configured with Reporting To and Org Head roles as recipients.
Tasks:
SD-99053 : In task list view and task details page, the placeholder texts Days, Hrs, and Mins are not getting translated when the application language is set to browser default language in non-English environments.
Project:
SD-99655 : Query to fetch the user details is executed every time a user without default project role accesses the application.
Admin:
SD-99145 : Unable to edit business rules and custom triggers in Non-English setups.
SD-96832 : Unable to insert links to the custom trigger notification template.
SD-99210 : The Assign option in the task template does not work properly in Non-English setup.
SD-99108 : Error thrown while viewing task dependencies in incident/project templates. The issue occurs only when a task template associated with the incident/project template is deleted.
SD-99479 : When multiple support groups with the same name are present across various sites, the group name is not displayed in task templates if one of the support groups is inactive.
SD-99234 : Unable to set default values for the site, group, and technicians fields via field customization popup in incident templates during the first attempt.
General:
SD-99720 : Theme color is not applied to the footer in the Raise a Request catalog.
SD-99291 : Non-compatibility message in Internet Explorer is not prominent enough.
SD-90704 : An error is thrown when the size of deluge script source code exceeds 8000 bytes in setups that use Microsoft SQL Server.

New in ManageEngine ServiceDesk Plus 12.0.0 Build 12004 (Dec 14, 2021)

Vulnerability :
SD-96556 : User enumeration vulnerability in login page.
Home:
SD-98611 : My Approvals widget is missing in Home tab for users after migrating to 12000 build.
SD-99110 : Unable to search incident and service templates from the home page after searching the templates in the Report a Service and Report an Issue pages. The issue occurs only in the requester login.
Requests :
SD-98618 : Request auto approval does not work if the approvals are added via custom trigger.
SD-98701 : Unable to create a request using default template if a service category associated with the default template is deleted.
SD-98776 : Unable to archive requests if the approvals are configured using older data model and if the approvals are present in Changes.
SD-97062 : The customized text in a request resolution is not retained when the request template is changed.
SD-99049 : Search autocomplete is deprecated in the request list view filter drop-down.
SD-98951 : Error thrown while searching for a user in the Editor field from requester login.
SD-98985 : Error thrown on executing script from custom triggers, custom menus, and custom schedules in some cases.
SD-99142 : Split request operation fails if the default template does not have a Group or Technician field.
SD-98664 : Requester field search is not working in the new/edit request form, if the search fields are configured via Global Config table.
SD-93435 : During request bulk edit, the mandatory field alert is thrown while closing a request even after all fields are filled in.
SD-98810 : The notification message is not aligned properly while resending notifications from request conversations.
SD-98779 : Incorrect error message is displayed while creating a request if the requester does not exist in the service desk instance.
SD-98814 : While associating assets to a request, the All Sites filter is displayed instead of Not associated to any site filter if the asset count is high.
SD-98552 : When request templates contain mandatory fields that are hidden from requesters, the requests do not move to On Hold status automatically when approval is pending despite the necessary configuration in the self-service portal settings.
SD-98687 : When an org role is removed from an approval stage in request templates, other org roles associated with the same stage are also getting removed erroneously.
SD-98307 : White space appears in the request template while adding or editing a request if all the fields in a section are hidden via Field And Form Rules.
SD-98492 : When selecting approvers in request form, user approvers are appended with org role values in certain scenarios.
SD-98302 : An error is thrown when Is Shared and Update Reason columns are chosen using the column chooser in request classic view.
SD-98686 : Request kanban view does not load when the list is sorted based on multi select fields.
SD-97933 : If the technician selected in new/edit request form is not associated to any site, the Site drop-down displays all sites configured in the application.
SD-98775 : Incorrect SLAs are applied to request when an SLA has multiple query IDs.
SD-98388 : Unable to update the Status field or use Request Life Cycle (RLC) transitions when a Field and Form Rule with add/remove status actions is configured for an RLC-associated template.
SD-95698 : The default Group value configured in the request template is not getting updated based on the requester's Site value.
SD-98106 : The template default values for Group and Technician fields are not getting populated if the template was updated via a business rule.
SD-98690 : Unable to search for assets in add/edit request forms when the Show only associated assets option is enabled in the Self-Service Portal Settings and the asset count exceeds 100.
SD-98716 : Request Custom Triggers configured for reply received event do not work even if the criteria is satisfied. The issue occurs when the logged-in user cannot access the field configured in criteria.
SD-92787 : Performance issues in field and form rules for requests.
SD-97635 : Breakage in field and form rule configured on form load to remove fields based on the selected site.
SD-98954 : Unable to close the keyboard shortcuts pop-up using the Esc key.
SD-97489 : Unable to add or edit the following fields via email commands:
Assets :
sD-99580: The error messages and troubleshoot messages displayed with respect to Desktop Central functionalities are improved.
SD-98499 : Data is not populated for the Warranty Expiry Date field in Workstation and Server while pushing data from remote server to central server.
SD-99247 : DC agent based scan takes longer than usual when the scanned device matches a scan disabled asset.
SD-97970 : Desktop Central Agent version is missing in Asset details page.
Purchase :
SD-98615 : In purchase request details page, the scroll bar in the Requested Items section is hidden if the item description is too long.
Contracts :
SD-98494 : The horizontal scroll functionality is missing in the contracts list view despite adding multiple additional fields to the list view via the column chooser.
Admin :
SD-99070 : Request push notification statuses (excluding approval notifications) are not updated in the notification panel if the request is viewed from the details page.
SD-99582 : Resource sections height is not adjusted when Show/Hide Field action is applied via Field And Form Rules.
SD-98363 : Personalization does not work properly for time related fields if a timezone is selected.
SD-98973, SD-98800, SD-98765 : Unable to customize notification templates under Admin > Helpdesk Customizer > Notification Rules in Standard Editions of ServiceDesk Plus.
SD-98712 : In business rules, the tool tip for enable/disable toggle button displays incorrect text in certain scenarios.
SD-98860 : In versions 11304 and above, scheduled backups are not automatically deleted even after the duration to retain the backups is completed.
SD-99567 : Image preview in product tour is not clear.
SD-50977 : Unable to select an e-mail address with apostrophe in the Email IDs to notify field while creating a request.
Reports :
SD-71944 : Some separator lines are not visible in a tabular report when exported as PDF file.
General :
SD-98873 : Unable to log in to ServiceDesk Plus via Internet Explorer.
SD-98763 : An email ID with a valid OAuth login credential of another user gets saved when OAuth is configured for Zoho Analytics Integration.
SD-49521 : Recently accessed requests are not getting removed from Recent Items even after deletion.
SD-99607 : Telephony Integration : The Add as Requester option in the call pop-up is not working for technicians without SDAdmin role.
SD-99119 : Unable to start ServiceDesk Plus after silent installation in Linux environments.
SD-99556 : Performance issue in retrieving theme settings from database.

New in ManageEngine ServiceDesk Plus 12.0.0 Build 12003 (Dec 4, 2021)

New in ManageEngine ServiceDesk Plus 11.3.0 Build 12002 (Nov 28, 2021)

New in ManageEngine ServiceDesk Plus 11.3.0 Build 12001 (Nov 26, 2021)

Behavior Change :
The default value of Backup Scheduling is now set to 7 days.
The size of TableDataCount.html and FailedQuery.html files is now restricted to 5mb inside the log folder.
If the file size exceeds 5mb, old content will be replaced with new content in the file.
The following changes are applicable for the configurations under Admin > Discovery > Scan Settings > General
All actions configured will now be recorded in the system log.
Modified the "Delete/Dispose workstations and servers that have not been scanned in the last <number> days" text to "Delete/Dispose assets that have not been scanned in the last <number> days"
When selecting the Delete/Dispose assets that have not been scanned in the last <number> days option, the schedule to delete/dispose of the assets will now run only after 24 hours. An appropriate alert message is also added for this new behavior.
Framework Upgradation:
Postgres upgraded from version 10.16 to version 10.17
Enhancements:
You can now import AD attributes of Integer type.
Impact, Urgency, and Priority Matrix are now available in Standard license under Admin > Helpdesk Customizer.
New query reports are added under the Reports by site, support group and technician folder in Custom Reports.
A new query report is added under the Login Reports folder. This report shows the technicians details, their last login time, and their login names available under each support group.
Introduced an option to modify the product type of assets.
You can now edit the price fields of items when creating purchase orders from purchase requests.
Issues Fixed:
Vulnerability:
Domain user enumeration vulnerability in login page reported Oscar Ridderheim.
Cross site scripting vulnerability in Secondary Email ID(s) field under Add/Edit Users form reported by Kailash Bohara.
Requests:
Custom triggers are executed twice when approved or rejected is set as execution action and While a request is waiting for approval, stop the timer and set request status to onhold is enabled in the Self-Service Portal.
Canceled is not listed in the Status drop-down while bulk-editing requests.
Unable to assign technicians in Preventive Maintenance Task templates configured for site with 'Refer to' settings.
In certain scenarios, first response time is not updated after the technician responds to the request.
When creating a request for on behalf of user, the corresponding assets are not auto-populated in the asset field.
Leading space goes missing while selecting and deleting a word in the description field. The issue occurs in Chrome and Edge browsers.
Requesters are able to view all the assets from the Asset field while creating a request, even if the Show only associated assets is enabled in Self-Service Portal Settings.
Unable to process request/conversation attachment via mail if the attachment file name exceeds 255 characters.
The support groups are listed under the technicians details/edit page even after changing the site settings to refer.
Unwanted space is appended besides HTML tags when string characters are enclosed within special characters in Notes.
Browser page freezes when a pick list value is edited in a request and the pick list contains large number of options.
If the same user is configured as technician and requester for a request and another user replies to the request via email, the request is not indicated in bold font.
In the self-service portal, the user details pop-up for the on behalf of user is getting incorrectly populated with the logged-in requester details.
Updating inline images or any content at the end of the Description field is not getting captured in request history when the description filed content contains more than 64000 characters.
Field and form rules configured over the On Field Change events for the Priority field are getting applied when the priority matrix is also configured.
Unable to share requests with requesters or technicians when the requests are accessed via the kanban view.
Options for UDF fields are getting listed in alphabetical order in the request spot edit and mandatory field pop-ups.
Requests are not getting closed when updating Status along with other fields mandated by closure rules via the EditRequest email command.
Request custom trigger is not executed if the criteria is set to approved/rejected and the approver does not have view permission for the request.
Changes:
Error thrown on adding a user as CAB member from a site where the logged-in user is not associated with.
When configuring a change approval level, the Auto-approval rule (%) field is getting populated with all values irrespective of whether a workflow is configured or not.
The default description for the Significant change type has been updated to "Changes with high impact, usually approved by CAB members".
To address of an incoming email is appended as To address of a reply email while replying to an email in Changes.
Unable to access the change non-login approval link in certain scenarios.
Solutions:
In request resolutions copied from solutions, non-english file names of attachments is garbled.
Unable to add solutions in ServiceDesk Plus instances after migrating to 11200.
Assets:
Inline search issue of CI attributes in the Assets and CMDB List View pages.
The Label and Description fields in Asset-Additional Fields and Workstation-Additional Fields are encrypted if the field value contains special characters. The issue occurs if the Save button is clicked for the second time after adding a new additional field.
Unable to search mobile devices using IMEI and SerialNumber in Global Search for Assets.
Asset Owner is not retained on modifying the CI type of an asset.
Translation issue in Firewall details page.
Unable to view the CI details from the Asset/Workstation relationship tab in the Professional edition. This issue occurs if the CMDB module is not enabled.
An irrelevant alert message is thrown while searching a workstation under Asset.
During scan, the Red hat machines are not added as Linux workstation/Linux server CI types. This issue occurs if the operating system name does not contain the keyword Linux.
Unable to update asset fields via Update CI API operation.
Web RDP sessions are not shown in the asset history.
Introduced All States option under the All Assets drop down in the Assets list view page to filter the assets from all states.
Added proper alert message to convey that custom software CI types cannot be deleted when they are already in use.
CMDB:
The software list view in CMDB displays csv import option, which is misleading.
Asset and CMDB Asset list views are loading slow.
Purchase:
When a PR is associated with a PO after its creation, the PO items are excluded and only the PR items are marked as received.
Unable to create Purchase Order from Purchase Request when an software other than Managed type is selected as the PO item.
The purchase order ID is displayed instead of purchase order number in the asset details page.
Admin:
The HTML content in emails appear as plain texts if the emails are fetched via Exchange Web Services (EWS).
In business rules, the criteria does not list departments when the selected site is configured with 'Refer to' settings.
Inactive support groups and support groups with refer site configuration are listed along with active groups in technician details and edit request pages.
Unable to add PM tasks when a deleted service additional field is not removed from the corresponding table.
Unable to bulk-delete credentials from the Credential Library as the default Cisco Phone Credential is also selected.
If a rule group contains a business rule with inactive notification action, the business rules after the inactive rule are not executed.
Users are able to add duplicate values in asset additional fields of pick list type.
Multi-factor authentication fails when password reset is enforced for users during the first login.
Unable to create a request via preventive maintenance task if the additional fields configured in the preventive maintenance task are removed.
Irrelevant information is displayed in the Reset Password window while resetting the user/technician's password.
Web remote help card content is not translated in non-English setups.
Unable to disassociate a user from the Owned by field in the Support group edit page.
Database maintenance activity gets executed a day prior to the scheduled day.
Failure in reindexing healthmeter displays an error.
Reports:
Unable to generate custom reports if the displayed column name exceeds respective column limit in the database.
While exporting custom reports as CSV or PDF files, the fields containing non-English language values are broken.
Everyday/Every Month check box is selected automatically on selecting a day/month in Weekly/Monthly reports under Reports > New Schedule Report.
Mobile App:
The request details are not displayed for an approver in the mobile application. The issue occurs if the user does not have permission to view the request.

New in ManageEngine ServiceDesk Plus 11.3.0 Build 12000 (Oct 25, 2021)

Behavior Changes:
The API operations ADD, UPDATE, and DELETE for admin entities in ServiceDesk Plus can no longer be used in any custom functions.
AD user import success/failure details will now be notified to SDAdmins (in non-ESM setups) or SDOrgAdmins (in ESM setups) via bell notifications instead of showing progress on a separate page.
For ESM setups, the telephony configuration will now be available only under the IT instance.
Actions button is removed from Relationship and History tabs in CI details page for non-asset CI types.
In Purchase Orders configured without any approvals, technicians can order, receive items, and add invoice/payments.
Enhancements:
Release Management in ServiceDesk Plus
ServiceDesk Plus now supports Release Management in the IT help desk. Release management allows you to plan, build, test, and deploy releases to the production environment. A release can be defined as the process of delivering a set of authorized changes to IT services in a controlled environment. You can use release management to deploy hardware, software, documentation, processes, guidelines, policies, and other components to service operations. Throughout its life cycle, the release process is closely associated with the change management process.
ServiceDesk Plus Cloud supports the following 9 stages that are essential to any release process:
Submission
Planning
Development
Testing
UAT
Deployment
Training
Review
Closure
Each stage in the release management contains statuses that indicate the progress of a release within the stage. Besides statuses, each stage has its planned schedule, roles, approvals, tasks and in some cases, downtimes.
You can create a release request easily by using pre-configured templates, associate workflows with release requests to define the direction of the flow of the release process. Using workflows, you can include statuses in each stage, set up approvals, allocate stage-wise permissions to users, and configure notifications.
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.
Group Roles and Organizational Roles API:
Create Group Roles (support-group based roles) and associate them to support groups & technicians to use them in support group notifications, SLA escalation notifications, request life cycles, custom triggers, backup technician assignments, dashboards(share dashboards), and approvals. To learn more, Click here.
Webhooks:
Administrators can define a webhook that enables the user to call an external URL or API to facilitate communication between ServiceDesk Plus and any third-party applications.
Callback Custom Function:
Create callback custom functions using Deluge scripting that allows you to manipulate data in ServiceDesk Plus whenever an event occurs in external applications. To learn more, Click here.
Active Directory Import Enhancements:
Delta Sync in AD User Import : Administrators can now update changes in the user details from Active Directory into ServiceDesk Plus via Delta Sync. Delta sync minimalizes data payload transferred during an import. It is scheduled along with Full Scan and imports the changes in data every 30 minutes to keep your user repository up-to-date. You can track the last import time and the next schedule time of the AD Import from Users > Active Directory from ESM Directory or Admin tab. To learn more, Click here.
Support for LDAP SSL in AD User Import : LDAP security protocol can be enabled while importing users from AD. If LDAP SSL is enabled, the ServiceDesk Plus will connect with AD through port 636. To learn more, Click here.
Schedule Deleted Users Import : Administrators can schedule the syncing of deleted users independently from the user import schedule. The last import time and the next schedule time of the deleted users sync can be tracked from the Active Directory configurations page.
Schedule LDAP Import : Administrators can now configure AD and LDAP schedules separately. LDAP imports can be scheduled from Users > LDAP under ESM Directory or Admin tab. To learn more, Click here.
Exporting data to a new Instance:
In ESM-enabled setups, you can now export your help desk data in request and admin modules from an existing instance to a new instance using instance-specific backup and restore methods.
For instance-level backup: instanceBackUpData.bat (Windows) or instanceBackUpData.sh (Linux)
For instance-level restore: instanceRestoreData.bat (Windows) or instanceRestoreData.sh (Linux)
Attachment settings in Admin / ESM Directory:
Configure which file attachments you want to allow and which ones you want to restrict in the application. For non-ESM setups, you can find the settings under Admin > Attachment Settings. For ESM setups, you can find it under ESM Directory > Attachment Settings > File attachment filtering.
SDF-48165 & SDF-82208 : Flexible Column Layout
You can now configure upto 4 columns in Incident, Service and Release templates.
Also, you can configure flexible column and add upto 12 fields in a single row with various customizable options.
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.
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.
Introducing PII/ePHI for User Additional Fields:
Administrators can now mark out the user additional fields that contain Personally Identifiable Information (PII) or Electronic protected health information (ePHI) to identify the sensitive information collected and stored in ServiceDesk Plus. The personal data of users (both technicians and end users) in PII/ePHI marked fields are handled in accordance with privacy regulations such as the GDPR.
Asset and Purchase Admin revamp:
Revamped UI for admin entities: Purchase Default Value, Cost Center, GL Code, Currency, Vendor Services, Contract Type, Product Type, Product, Vendor, and Asset State.
You can now delete default contract types.
Support for maintaining deleted contract types as inactive when they are already associated with contracts.
Support for V3 API for admin entities under asset, purchase, and contract management.
Notification Sound:
You can now configure notification sounds for Chats, Broadcast messages, Announcements, and Technician Notifications. Click here to know more.
Attachment API Revamp:
You can now upload up to 10 files in a single action as attachments across the application.
Upload the files using a simple drag-and-drop method.
Preview is available for attachments of certain file types.
Attachment Settings in Admin:
Users can now configure the black/white list attachments from UI.
Double extension filtration issue occurs in the attachment section.
V3 API support available for Purchase Order.
V3 API support for Assets.
Issues Fixed:
Fail over service (FOS) is not getting started after upgrading to build 11307.
The external widget title in the technician home page does not support non-English characters.
Unable to input more than 100 characters as parameter values in Custom Functions.
Reporting To field is not imported if the UserPrincipalName attribute is null in Active Directory.

New in ManageEngine ServiceDesk Plus 11.3.0 Build 11309 (Oct 16, 2021)

New in ManageEngine ServiceDesk Plus 11.2.0 Build 11306 (Sep 12, 2021)

New in ManageEngine ServiceDesk Plus 11.2.0 Build 11207 (Jun 25, 2021)

New in ManageEngine ServiceDesk Plus 11.2.0 Build 11206 (Jun 23, 2021)

BEHAVIOR CHANGES:
Select Approvers field will not be mandated further while adding approvals in change workflow.
New configuration added to allow users to delete approval levels completely while revisiting a stage in change requests.
Non-CAB members can also be added as approvers in a approval stage from the workflow.
A re-login is required after migrating to 11206 or above if the Keep me signed in option is enabled in the login page.
Administrators can now be notified about connectivity issues while fetching emails. Click here to learn more.
ENHANCEMENTS:
Users can now customize the width and height of the chart in tabular reports.
The time format YYYY-MM-DD HH:MM is now introduced in the application with respect to the ISO standards.
Users can modify the order of data model sequence in Zia's approval prediction.
ISSUED FIXED:
Vulnerability :
Unauthenticated users are able to access inline images in the application.
REQUESTS:
Request list view is not refreshed after merge operations when the refresh button is disabled in the globalconfig table.
Asset field is not displayed in Add/Edit Request form if the application is updated from Standard edition to Professional edition.
Approver's name is not displayed with the organization role in the Select Approvers field of a Service template.
Users changed to technicians are not listed in Add Request form.
Error thrown on accessing the kanban view from non-IT help desk instances if an additional field is set as a criterion for the request custom view.
Requesters are unable to reply to requests when solutions are hidden in the self-service portal.
Changes:
Approvals are not triggered for a change when the trigger criteria are met if a non-administrator updates a change request.
Approval level addition in change requests from the workflow fails when the approval action is performed via non-login URL.
In some cases, Zia approval prediction is not applied when a change approver replies to the approval email.
Tasks:
In tasks list view, the filters Completed Tasks and My Completed Tasks do not return any results.
Solutions:
Error while copy-pasting the solution URL from one instance to another.
Assets:
When the software in a workstation details page are sorted by Software Name column, the software are not sorted properly.
Unable to perform global search for assets if the column Operation System is enabled in the workstation list view.
The asset list under software/hardware audit changes from the Scan Summary page does not displays more than 12 rows.
An error is thrown when searching for an asset or workstation using their Service Tag via column search in the asset list view page.
When sending email notifications to users of a scanned software asset, the E-mail Users pop-up is not fetching all email addresses if the user count exceeds 25.
Unable to invoke the drop-down lists that allow you to switch between the type of assets and time period in the Audit History page.
When editing an asset, changing the vendor displays incorrect purchase cost information.
BIOS date column missing in the Workstation list view.
Submit button in the CI Import Wizard is displayed even after the form is submitted.
CMDB :
Unable to update custom CI attributes of child CI types via the parent CI type. The custom CI attributes are set to the first CI attribute when the custom attributes of the CIs are updated via bulk-edit.
Purchase :
The approval page does not load when the approver tries to log in via the PO approval link in email.
Vendor details are not populated in Add Purchase Order form when the purchase order is created from a purchase request.
When closing a purchase order, the mandatory fields pop-up erroneously shows non-empty purchase additional fields of the picklist type.
Admin :
OAuth based mail fetching with proxy configuration fails after 1 hour.
Mail sending fails via EWS protocol when the email message contains End-of-Text character (0x03).
Error thrown on saving mail server settings using OAuth authentication in a new portal.
Technician names are not listed in Choose Technicians field in Admin >> Notification Rules.
Unable to save Telephony integration configurations in Asterisk version 16 and above.
Drop-down fields get disabled in service templates if the Allow requesters and technicians to override the Priority Matrix option is unchecked.
The UI text Requires Scan and State are not properly translated in some German personalization.
State is mistranslated in Asset Module in Polish personalization.
User surveys are not getting sent if "Exclusion Criteria" is configured after upgrading to 11202.
Email Notifications with non-English characters in email subject are not displayed properly.
SAML authentication does not work in the request view tab of Microsoft Team
Reports :
On saving a report, unable to export it in formats other than PDF from the bottom panel.
In Professional Edition of ServiceDesk Plus with Change module as add-on, technicians whose roles do not have access to Change module are unable to generate reports or perform advanced search in requests tab.
Advanced Analytics configuration fails in ESM setup if help desk name exceeds 50 characters.
Error thrown while creating change additional fields in some scenarios.
Advanced Analytics sync fails when complex queries are generated in some scenarios.
Advanced Analytics sync fails while adding/updating/deleting software license.
Error thrown while accessing the Reports page after upgrade.
Mobile App :
In some environments, users are unable to log into the mobile app after upgrading to build 11200 or above.
Weak algorithm vulnerability if Keep me signed in is enabled during login.
General :
The header icons are barely visible when accessing ServiceDesk Plus from Chrome 91.
Clicking the application's desktop shortcut multiple times before the server starts kills the application.
Broken Inline Images are present in Request Module. Inline images are not moved from the temporary location to the permanent location after the Request is saved.
NOTE TO USERS:
While updating the build, the migration of these images to the permanent location (inlineimagesWorkOrder) will occur only if the images are present in the temporary location (inlinerequest or inlineWorkOrder).
To ensure all the inline images are located in the temporary location, retrieve the images from the backup folder and merge the data with the temporary location before updating the build. Contact support ([email protected]) for more details.

New in ManageEngine ServiceDesk Plus 11.2.0 Build 11204 (May 26, 2021)

Behavior Changes:
SD-94092 : $Recommend_Template_Link variable in Recommend Template will be hyperlinked while customizing the notification template.
SD-94540 : Support for V1 Request add attachment API is discontinued further.
Issues Fixed:
Vulnerability:
SD-94152 : Additional Heapdump files(.hprof) under [SDP_Home]/bin are occupying extra disk space.
SD-93032 : Secure attribute is enabled for all cookies.
SD-93440 : Privilege escalation vulnerability in ESM Directory >> Application Settings.
SD-93441 : Privilege escalation vulnerability in ESM Directory >> Security Settings.
Requests:
SD-95082 : Error thrown on clicking Actions >> Export Requests on request list view in Chinese personalization.
SD-94922 : Unable to send emails from Requests tab in non-English setups.
SD-94251 : UI improvements in the Solution auto-suggest pop-up displayed while creating requests.
SD-94209 : Unable to close the details pop-up for resources with images in service request templates when the system's display settings are scaled to 150%.
SD-94178 : Stage 1 approvals are not set for requests when the template is edited via Recommended Template or from the edit request form.
SD-94538 : Approvals are automated in request before the approval levels are added via Custom Triggers.
SD-94142 : Unable to add approval stage through custom function action in custom trigger in some cases.
SD-94150 : Technician assignment notifications are sent incorrectly to the default technician of unapproved service requests when the request was raised from the requester login.
SD-93124 : When the Group field is removed from the request template, the values in Technician field are not set based on the site.
SD-93588 : The site API call always returns "Not associated to any site" along with required values when searching with any site value.
SD-94252 : The attachment icon in request conversations does not work when the conversations are collapsed.
SD-94157 : When the template of an existing request is changed for more than three times, the existing values of Category and Sub-category fields are not retained. The issue occurs when the fields are marked as Requester can set.
SD-94075 : When creating a request, the Site field is automatically set as Not associated to any site, if the requester is not associated to any site.
SD-93810 : When changing the template of an existing request, the Email IDs to notify field is reset.
SD-91829 : The JSON file is not created under [SDP_Home]/integration/custom_scripts/request when $HTML_DATA_JSON_FILE is configured in the request custom menu executor.
Tasks:
SD-94089 : Unable to export task dependencies map to PDF when the application from a URL with alias port number.
Changes:
SD-94654 : Change status comments not displayed on hovering over the progress bar above the Stage name in change details page.
SD-94840 : HTTP 400 error thrown when CAB members try to access the change approval link.
SD-94231 : Unable to access approvals from My Approvals widget when the approval level name contains ampersand character (&).
SD-94602 : In the change workflow editor, the Field Update node lists different fields of the same label "Description" without the required classification.
Projects:
SD-94743 : Performance issue due to the Lucene Index Search.
SD-94046 : Delay in triggering project/milestone/task notifications.
Solutions:
SD-93347 : Inline images in Solutions are not visible on upgrading to 11140 build or above.
Admin:
SD-88620 : Unable to add more than 50 members to the Change Advisory Board (CAB).
SD-94652 : The Approve and Reject buttons in the Actionable Cards are missing in the Outlook desktop application.
SD-94609 : Outlook Actionable Cards are not showing when a relay server is used in Outgoing Mail Server settings for Office 365 setups.

New in ManageEngine ServiceDesk Plus 11.2.0 Build 11203 (May 5, 2021)

Home :
SD-89618 : Tasks created via Change module are not reflected under Home Page >> Scheduler.
SD-93494 : The announcement created date is displayed instead of the start date while notifying users via email.
Requests :
SD-93698 : If the Request url is copied and used between different instances, it throws an error.
SD-94239 : "Add Comments" is not translated in non-English setups.
SD-67560 : Field mandated in the Request Life Cycle while closing requests is mandated when the request is reopened while editing the closed request.
SD-94091 : User phone numbers and mobile numbers appear reversed when the application is set in right-to-left languages.
SD- 94233 : Formatting styles added to the Description field are not applied when the corresponding request is subjected to Field and Form Rules that are configured with Add Options or Remove Options.
SD-94161 : Site field label is visible in the request list view even after hiding the field using scripts via Field And Form Rules.
SD-94106 : Unable to create service requests using templates configured with Field And Form Rules to hide and mandate any field on form load.
SD-94098 : Adding notes with only images to a request throws an error.
SD-94090 : Creating a request with comma separated values populated in a multi-select field throws an error stating 'Invalid Input'.
SD-93427 : Incorrect error message displayed while picking up or assigning requests from the list view or advanced search results.
SD-93577 : In some cases, the HTML9 format is not maintained for the resolution in Notifications or Conversation threads.
SD-93763 : Request reply is not recorded in the Conversations section of the request details page when the request status is changed and then reverted to the default value in the reply pop-up.
SD-94125 : When a requester raises a request using a template where 'Requester can set' and 'Requester can view' permissions are disabled for the Group field and the Alert group members by e-mail when a new request notification rule is enabled, the notification is not sent to the group members after the request is assigned to them.
SD-94805 : In some cases, inline images are broken in Requests and Planning tab in Changes.
Changes :
SD-94254 : Approval notification emails are not sent when approval is added via workflow after the change moves to a different stage.
SD-94270 : $changelink variable is not replaced in status override notification emails.
SD-94225 : Notification variables are not replaced in approval notifications when the approval was added via change workflow.
SD-94243 : Change Approval level is set in In Progress state even after the level was auto-approved via the change workflow.
SD-94272 : Error thrown when the status is updated in a change request that is not associated with any workflow.
SD-94007 : When field and form rules are configured to remove a selected option from the Services Affected field, the existing values were also removed.
SD-94201 : Inline images added to change requests appear broken for all users other than the uploader.
SD-94084 : Change approval details are missing in the input for custom functions.
SD-94352 : Triggering Change notifications throws inappropriate error when the Change attachments contain special characters or non-English characters in the file name.
SD-93238 : Unable to add attachments to a change when the file name exceeds 100 characters.
Assets :
SD-93726 : Asset Ownership History does not show comments when assets are moved to a state that doesn't mandate ownership.
SD-94168 : The value of the Model field is getting changed to numbers after adding/editing workstations through forms.
SD-93267 : When editing a dynamic group in assets module, the site filter is not shown if the criteria value is set to None.
SD-94176 : The Site field is now added into the assets-to-barcode mapping document which is available during the barcode generation for existing assets.
SD-94173 : The IP Address field is displayed during CSV import of non-it assets and components.
CMDB :
SD-78045 : CIs not associated with any site are not listed via CMDB API in requester login.
SD-91736 : The Mac Address, IP Address, and SubNetMask fields in network devices are reset as null when the Business Impact field is updated via CMDB API.
Admin :
SD-89704 : In requester login, the Department Name drop-down is not getting populated when the option to allow requesters to edit their own profile is enabled.
SD-93777 : $Assets and $Services variables is added to change notifications in notification rules, stage and status and workflow builder.
SD-92598 : Token calls are not sent via proxy when OAuth is configured in mail server setting.
SD-93381 : List view column headers are not translated.
SD-93395 : Text with special characters are removed in requests created from emails.
SD-93372 : Automated email replies from Outlook are not detected as automated emails in ServiceDesk Plus.
SD-93758 : In non-ESM setups, clicking notifications about technicians deleted during scheduled AD import leads to an empty page.
SD-93690 : Performance issue in Request Template list view.
Reports:
SD-93697 : Data is not synced with Analytics Plus properly when more than 90 requests are merged in the list view.
ESM:
SD-94221 : The search results of ESM Portal Search are inadvertently rendered with HTML markups.
General:
SD-94186 : Unable to approve Purchase Orders, Purchase Requests, and Changes by using the respective approval links from Microsoft Teams.

New in ManageEngine ServiceDesk Plus 11.1.0 Build 11143 (Apr 2, 2021)

New in ManageEngine ServiceDesk Plus 11.1.0 Build 11142 (Apr 2, 2021)

Enhancements:
SDF-79071 : Import of SSL certificates now supports automatic download of intermediate certificates that are referred through URL in PFX files.
Issues Fixed:
Vulnerability:
SD-93399 : Privilege escalation vulnerability while associating purchase requests to Purchase Orders reported by Ranjit Pahan.
SD-93446 : Unprivileged users are able to view inline images reported by Manuel.
SD-93436 : Privilege escalation vulnerability when adding attachments to Purchase Requests reported by Ranjit Pahan.
SD-93430 : Privilege escalation vulnerability in Purchase Request history reported by Ranjit Pahan.
Requests:
SD-93223 : Unable to save a transition rule in request life cycles without configuring Criteria even when it is not mandatory.
SD-93264 : In requests created via email, attachments with leading space in the file name are downloaded as empty files from the application.
SD-93265 : Field and Form Rules configured to set/unset tasks does not execute in requester login.
SD-93291 : When the template of a request is updated, the request template's resolution is not retained in the request.
SD-93433 : Unable to add request from the Requester login if the Email ID to Notify field contains space.
SD-93149 : Technicians are unable to view all the requests in their site while configuring request dependency.
Changes:
SD-92071 : Unable to use add/remove options for the fields Change Owner and Change Manager in custom scripts under field and form rules.
Admin:
SD-93224 : In service requests, Field And Form Rules using inbuilt addMoreResource script does not work.
SD-93504 : Mail Fetching stops when Zia Reopen prediction is enabled and a requester replies to closed/resolved requests with empty content.
SD-93574 : Unable to send two-factor authentication emails when EWS Protocol is configured in the Outgoing Mail Server settings.
SD-85498 : Survey emails are not sent if Support Group value is missing in requests but the survey configuration criteria contain "Support Group" column and "is not" condition.
SD-88459 : Unable to add 300 plus technicians at the same time to a support group.
SD-91785 : In Admin >> General Settings >> Security Settings, description for Session timeout configuration is misleading.
SD-92207 : Reporting To field is not set for users imported from AD in 11132 build or higher.
SD-93009 : If password protection is enabled and EWS Protocol is configured in the Outgoing Mail Server settings, attachments are not received when the request is forwarded via emails.
SD-93365 : In some cases, the application header is not translated in non-English setups after upgrading to 11138 build or higher.
General:
SD-94093 : Notification email for user's disk I/O performance is disabled further.

New in ManageEngine ServiceDesk Plus 11.1.0 Build 11141 (Mar 15, 2021)

Behavior Changes:
The character limit for Comments column in Approvals list view is increased to 150. If the character limit exceeds 150, the show more link appears that will display the entire comment in a pop-up window.
Login authentication has been removed and API Key authentication has been introduced for pushing data from a remote server.
Device domains fetched during scans (except domain scan) will now be added as private domains.
Approval actions can no longer be performed after a request is moved to any of the completed statuses (Completed to Closed/Resolved/Custom Completed).
Enhancements:
Option to limit the number of workstations' data fetched while generating Audit History by Workstation report under Performance Settings.
Support for reindexing of all database tables is now included in the scheduled database maintenance operation which can be configured under Admin (or ESM Directory) >> General Settings >> Performance Settings.
Issues Fixed:
Vulnerability:
URL parameters are not validated properly while adding or editing request dependency.
URL parameters are not validated properly in change details page.
Incorrect error message and status code displayed for invalid requests.
URL parameters are not validated properly in calendar page.
Incorrect error message displayed for invalid requests.
Vulnerability issues in Cross Domain Messaging.
Unprivileged technicians are able to access the asset list view.
Incorrect error message displayed for invalid requests.
Privilege escalation vulnerability in canceling Purchase Order reported by Ranjit Pahan.
Privilege escalation vulnerability in adding attachments in Assets module reported by Ranjit Pahan.
XSS vulnerability in purchase request history reported by Ranjit Pahan.
Requests:
Site, Group and Technician fields are not populated while bulk editing requests in a newly created portal.
Unable to update the status of a request to Open via bulk edit form.
Templates are not listed alphabetically in the Template drop-down while adding or editing requests.
Field options are not maintained in the order they are configured and listed alphabetically during template preview and while adding/editing a request.
Approvers are unable to preview or download conversation attachments from the request approval page.
Mode field is not set automatically when a request is created via chat.
Email signature is added by default to the recommend template description.
Tasks:
Error thrown when a technician adds worklog from the Home tab if the Allowed to view cost per hour option is enabled and the Not associated to any site option is not selected for the technician.
When the task list view is sorted with Group field, the Owner field is not displayed with the selected values during inline edit and vice-versa.
Changes:
Change attachments in CAB Approval Notification are unnecessarily retained in their temporary location even after the notification emails are sent.
CAB members are not sorted according to their user names in the Add CAB Member pop-up, approval level list view and in the approval levels.
Database Configuration added. If set true, the approval level status will not be reset when the change request moves down a stage.
Database Configuration added. If set true, approvals with status Pending will be completely removed when deleted instead of being greyed out.
Approval link is broken in approval email if the Approval Level name contains space in it.
Notification triggered incorrectly when change fails to get copied due to approver being deleted from the application.
Unable to configure approval levels in approval stage as CAB role is not listed for non-administrator users.
Unable to add attachments in Change via V1 API.
Success message displayed incorrectly when the approval sending is failed due to invalid email address or invalid file attachment name.
When the Mini Calendar panel is expanded/collapsed in change calendar view, the Calendar Strip is not rendered accordingly.
Projects:
Error thrown while editing projects if any option in an associated picklist additional field is added or removed.
Assets:
Unable to import assets via CSV file if the URL is invoked more than 5 times.
Issue connecting to agents via Telnet/SSH protocol when the SSH credentials contain private key.
Unable to save monthly asset scan scheduled with Day option.
Site details are not saved while loaning an asset from the asset details page.
CMDB:
Improper error thrown if the CI type is invalid while fetching CI details via CMDB API.
Purchase:
Unable to receive Purchase Order if the selected product is deleted before the Purchase Order is saved.
Contracts:
Error thrown while updating contract if the number of days in Notify Before field exceeds 10.
Admin:
When more than 10 SLAs are associated with request templates, only the first 10 are listed during request creation.
Breakage in Field And Form Rules configured with Group as the condition and Not Specified as the value.
In requester login, breakage in Field And Form Rules configured for Email IDs to Notify field.
After upgrading to version 11139, custom security response headers are missing in the login page.
On removing the Department Name column from the users list view, the Site column is rendered empty for all users.
Option menu is not rendered while adding resource questions if Software is selected as the product type.
Field and Form Rules are not applied while previewing request templates.
Requesters are unable to view a request when the V3 API is with a template ID, when they don't have permission to view the template of the current request.
Error thrown on adding/editing resource questions if the question contains products as options and images are enabled.
Reports:
Unable to generate custom CMDB reports when the Business Impact column is added to the report.
Error thrown while generating Audit History by Workstation report if a large number of data is present.
Unable to generate query reports using database functions in restored builds between 11120 and 11129 builds.
Custom Widgets added to the Dashboard from Reports contains incorrect data if any advanced filtering criteria in the report contains Null as one of its values.
When an Advanced Matrix Report is generated with Time as its date format in the Column Grouping section, the report contains 12h time format without AM/PM indication.
Unable to edit/delete reports in certain customer environments.
Request export from the request list view fails in certain scenarios.
The Stack On field is missing when editing custom reports with Stacked Bar Chart 2D type charts.
In query reports, the SQL queries containing a line break before the FROM clause are not working.
SD-32087 : Columns displayed in the Report Wizard will be listed alphabetically.
SD-93055 : On setting the Column Name as Status in the Advanced Filters section while generating change custom reports, the column data in the Value field are displayed with overwritten text.
Mobile App:
In professional edition, unable to add assets using barcodes via ServiceDesk Plus mobile app.
Approvers are unable to add comments with more than 72 characters while performing approval actions via the mobile app
General:
Unable to access Grammarly extension in Rich Text Area.
Unable to switch portals in Chrome and Edge browsers.

New in ManageEngine ServiceDesk Plus 11.1.0 Build 11138 (Jan 25, 2021)

Behavior Changes:
Support for V1 API is discontinued. However, custom scripts written for custom trigger will be supported.
ESM Directory >> Translations is renamed as Common Translations and Admin >> Translations is renamed as Portal Translations in ESM setup.
If Technician Auto Assign is disabled, the configured settings will not be retained on re-enabling it.
If Zia is enabled, closed/completed requests will be reopened or retained in their status based on Zia's results.
Convert Incident to Service and Convert Service to Incident options are removed. You can now convert requests between incident and service templates using edit form.
When changing the request template, all pending tasks from the old template will be removed. Also, only the values of fields that are configured as "Requester can set" are retained and all other field values are set based on the new template values.
Service requests can now be edited through email commands.
Service requests can now be created by mentioning the service templates.
Service requests can now be edited through email commands.
Service requests can now be created by mentioning the service templates.
Email this note to the technician option is removed. You can now mention users by typing the @ symbol followed by their name or specific placeholders
Changed API v3 keys : Object name request_note changed to note, attributes created_by and created_time changed to added_by and added_time, introduced new attributes last_updated_by and last_updated_time.
The maximum number of files that can be attached via API calls is restricted to 10 files per minute. Attaching more than 10 files will lock the API URL for a period of 5 minutes.
For default roles other than SDAdmin, only the "View" permission is enabled. To add, modify, or delete announcements, AnnoucementConfig role must be associated with the technicians.
In additional fields, duplicate entries for pick list field options will be restricted. Note that this is not applicable for additional fields under Users.
Support for description field in custom filter is removed for task and project
Enhancements:
Two-factor authentication:
Users can now be mandated to use an additional authentication mode such as Google Authenticator or email-based OTP along with regular passwords to log into the application. To learn more, click here.
Kanban View:
Technicians can view requests in a billboard format where the requests are grouped as cards based on assigned technician/status/priority.
ZIA Reopen:
Zia can now evaluate user responses to closed requests and automatically reopen requests that need further processing. Click here to learn more.
ESM at Advanced Analytics:
Integrate Advanced Analytics with all service desk instances and sync data instantly across several instances. You can also choose to have a common/separate account for each instance.
Microsoft Calendar Integration:
Technicians' leave records maintained in Microsoft Calendar can be synced and managed from ServiceDesk Plus Calendar.
Actionable Messages for Outlook:
Users can perform help desk actions from Outlook mailbox via actionable mails sent from ServiceDesk Plus.
Recommend Template:
Technicians can now recommend a template via email to update the request.
Portal Specific Translation:
Translate texts across all service desk instances (under Common Translations) or for specific service desk instances (under Portal Translations).
ESM - Global Search across instances:
Users can now search for requests, solutions, projects, and announcements across instances based on their scope. To learn more,
Service additional fields support in the custom trigger:
Service Catalog additional fields can now be used as Criteria or variables for SMS or Email Notifications under Custom Triggers.
Change classic and color settings:
Technicians can now view change requests in Classic View. Classic view displays change requests as an extensive list where the vital information is displayed as fixed columns, while further information can be viewed under the subject. To learn more,
Technicians can search through classic view using Advanced Search by selecting the column, criteria and the appropriate values.
The SDAdmin can color change requests in list view and classic view, based on various categorizations. To configure/view the color settings, click Color Palette in change list view or classic view.
Details Page Layout Customization:
The right panel in request details page can be hidden if needed.
Technicians can customise their own layout of request details page.
Technician Auto Assign Enhancement:
SDAdmins can include technicians or requests while configuring Technician Auto Assign functionality.
Group field added as a column while enabling exceptions under technician auto-assign.
UI revamped for ease of operation.
To learn more
Notes Enhancements:
Added support for attachments for request notes.
AnnouncementConfig Role:
Introducing a new role "AnnoucementConfig" for managing announcement-related operations such as view, add, edit, and delete announcements. This is a non-editable role.
Announcement related permissions can be configured for each role independently.
Additionally, on migrating to this patch, existing announcement roles for the custom roles are removed and AnnouncementConfig role is added to all the technicians. To learn more,

New in ManageEngine ServiceDesk Plus 11.1.0 Build 11135 (Jan 7, 2021)

New in ManageEngine ServiceDesk Plus 11.1.0 Build 11134 (Dec 29, 2020)

Vulnerability:
SD-91136 : Users are able to download attachments in Solutions ad Changes modules via non-login URL when non-login is disabled.
SD-91137 : Privilege Escalation Vulnerability when downloading file attachments.
SD-91948 : Authentication Bypass Vulnerability during SAML login reported by Zikos
Home:
SD-89583 : Unable to view solutions via the View Solutions widget in the requester login if the requester portal is customized by technicians.
SD-91470 : Self Service Portal Search widget is not loading when HTTP server URL is mapped to HTTPS server.
Requests:
SD-90590 : The word Pending is mistranslated in French language.
SD-91596 : HTML format is not retained while forwarding a conversation from the request details page when the character count in the conversation description is greater than 62000.
SD-91705 : $CS.hideUnansweredFields(["properties"]) function is not working on updating/canceling in Request Details page via page scripts.
Problems:
SD-68677 : When a problem analysis is edited , the corresponding entry in the history tab is displayed with HTML tags.
Assets
SD-51869 : After associating a product to vendor with cost details, the vendor and cost details are displayed incorrectly while creating/editing an asset based on the associated product.
SD-89546 : The OS name of a Virtual Machine in its details page does not correspond with its OS name in the Virtual Machine tab of the Virtual Host details page.
SD-90479 : Unable to download the asset attachments in the asset details page.
SD-90800 : Unable to select Product in a duplicate asset device details page if the asset is renamed with an existing asset name.
SD-90857 : In scanned software list view, the compliance type filter is applied even when we switch from Managed filter to All Software filter.
SD-90865 : Assets associated with a user/department are displayed while creating a new loan using Scan Asset(s) barcode option.
SD-91091 : When a loaned asset state is set to In Store, changed to any other state (with owner details update) and reverted to In Store state, the previous asset state is retained but the owner details are removed.
SD-91998 : Agent : SSL security certificate upgraded for agent-server communication.
SD-88180 : Unable to select assets using barcode in the Return Loaned Assets form.
Admin:
SD-84472 : Unable to process attachments in incoming signed emails processed via the EWS protocol.
SD-91089 : User authentication fails in the Teams integration if Active Directory single sign-on is enabled.
SD-91144 : In some cases, Job Scheduler is unable to parse JSON causing failed notification mails, custom triggers, and push notifications.
SD-91508 :
Unable to view more than 10 departments/sites in User Groups.
Inactive departments are displayed in User Groups.
SD-91558 : Unable to set E-mail Id(s) To Notify field using Field And Form Rules during requester login.
SD-91598 : When a support group's email address is configured as an alias address to the primary email address, the requests processed from the emails sent to the support group email address are not assigned to the support group when the mails are fetched using EWS protocol.
SD-91614 : Unable to save SMS Notification Settings if Unicode Checkbox is disabled.
SD-91860 : HTML content is displayed in the description field of edit request forms.
Reports:
SD-89356 : The display unit of time in TIMESPENT and ONHOLD TIMESPENT columns is changed as minutes under Request Time Analysis reports.

New in ManageEngine ServiceDesk Plus 11.1.0 Build 11132 (Nov 23, 2020)

Enhancements:
SDF-89680 : Feature Policy security response header is added to Advanced Security Settings to allow/restrict features in various browsing contexts.
Issues Fixed:
Vulnerability:
SD-90489 : Password is sent as plain text over the network during scan and in User module.
ESM Directory:
SD-90178 : Unable to dissociate portal license from retired portals.
Dashboard:
SD-91201 : Dashboards are not disabled via dashboard settings if more than 10 dashboards are present.
Requests:
SD-91425 : Request description given in the mandate alert popup via the resolution tab of the previous request is duplicated on navigating to another request from the navigation panel and performing spot edit.
SD-90825 : The number of tasks that can be added to a request is now limited to 250.
SD-90737 : Request details are updated incorrectly if a task worklog is edited and the 'Consider worklog addition as first response' option is checked.
SD-90733 : Unable to submit requests for approval from the request details page after upgrading from 11100 to 11129 build.
SD-90008 : In non-English setups,
Tooltip content in request classic view is not translated.
In the helpdesk dashboard, the X-axis in the Request Summary and Request Inflow by Time widgets is not translated.
SD-89958 : Error thrown while saving resolution if the network path is not accessible.
SD-89204 : HTML content is not displayed when the network path restores after failure.
Tasks:
SD-90660 : Tasks that are reopened from their closed states after the Scheduled End times are not marked as overdue tasks.
SD-90478 : Unable to upload inline images in Task Details and Work Log Details in change requests.
SD-90230 : Tasks completed before their Scheduled End are listed under overdue tasks custom view.
Projects:
SD-90526 : Inconsistency in fetching project global search results in some cases.
Admin:
SD-91131 : Error thrown while accessing ADMP actions.
SD-90764 : Request notifications are not sent in some cases.
SD-90463 : In request notification rules, the selected technicians are not retained upon reloading the page after saving if the corresponding checkboxes are not enabled.
SD-90368 : The variables $FirstName, $LastName, and $MiddleName are not replaced properly in notifications sent using the 'Notifying requester when a new request by mail is rejected' template.
SD-89413 : Unable to load the summary page from the filename provided in server.xml when the SSL certificate is loaded manually into the application.
SD-88582 : Unable to switch to Advanced settings and Password Policy tabs in Security Settings when the application language is set to Japanese, Chinese or Traditional Chinese.
Reports:
SD-90405 : The 'Timespent in minutes' column in Analytics Plus is displayed in milliseconds.

New in ManageEngine ServiceDesk Plus 11.1.0 Build 11128 (Oct 1, 2020)

Enhancements:
Framework Upgrade Information:
Tomcat upgraded to 9
JQuery upgraded to 3.4.1
Multi Level CAB Approval:
Add multiple approvals to any change stage. Apart from the CAB approval, you can add up to 10 approval
Problem Support Group:
Support groups can be assigned to work on problems and group-based permissions can be configured for problems. Reports can be generated for problems based on Group column
The variable $group is added to notification templates for Problem module.
Stage-specific approval:
Added stage-specific approval notifications for service templates.
Resource summary in notification rule:
New variable included to add a table summarizing the resources associated with a request.
Announcement Revamp:
Added new fields namely Announcement Type, Priority, and Services Involved.
Revamped UI: Announcement forms are now launched in pop-ups instead of new windows.
Disable Concurrent Login:
You can now disable concurrent user login from different IP addresses.
Password protected file attachment:
File attachments in the application server is now password protected. A random password is generated and stored under Admin >> Security Settings. Instance Owner/SDAdmin can view or change the password if required.
Resource Management Enhancements:
Added support for right-to-left languages.
Changes in Time settings are now preserved.
Users with SDSiteAdmin role can also view the Resource Management view under Home tab.
Added confirmation prompt for changing owner using drag-and-drop in Resource Management view.
Upgraded DHTMLX Scheduler component to version 5.3.6
Issues Fixed:
Requests:
SD-90187 - Old approvals are not displayed in the Approval Page of any non IT instance (ESM Setup only).
Admin:
SD-89398 - During AD import, the progress bar in not updated when AssetExplorer build is configured as remote server
General:
SD-88802, SD-87603, SD-87573, SD-87575 - Language preference set to browser default language is not reflected in the listview columns if the browser default language is non-English.
SD-89051 - File not found error thrown during patch upgrade in 11110 build and above.

New in ManageEngine ServiceDesk Plus 10.5 Build 11000 (Oct 1, 2019)

New in ManageEngine ServiceDesk Plus 10.5 Build 10513 (Sep 23, 2019)

New in ManageEngine ServiceDesk Plus 10.5 Build 10512 (Sep 6, 2019)

New in ManageEngine ServiceDesk Plus 10.5 Build 10503 (Jun 14, 2019)

Behavior Changes:
SD-79242 : Change List View UI Revamp
Change list view now sports an enhanced UI for better user experience.
SD-41949 : Going forward the ticket escalation time will be pre calculated when a SLA is associated with the request.
New Features :
SDF-55752 : Service Catalog Layout Customization
Customize the service catalog portal layout by using the three different styles: Card View, List View, and Panel View.
Admin >> Service Catalog >> Customize Portal Layout To learn more click here
SDF-58392 : Incident and Service Template Enhancements
Option to copy a template as inactive so that it isn't instantly made available for users after copying.
SDF-68642 : Option to assign only the technicians who are currently online via the technician auto assign feature.
Admin >> Incident/Service Template. To learn more click here
SDF-77834 : Help Texts in Templates
Include help text or instructions in service/incident templates for technicians.
Admin >> Incident/Service Template. To learn more click here
SDF-69242 : Broadcast Message Enhancements
You can now broadcast messages to a particular site or a group.
Quick Actions >> Communication >> Broadcast Message. To learn more click here
SDF-72412 : Adjust the height for Description and Multi-line fields in incident and request templates.
Admin >> Incident/ Service Template.
SDF-70928 : Control the size of multi-line fields using execute script action in field and form rules.
Admin >> Incident/Service Templates >> Field and Form Rules >> Execute Script.
SDF-57857 : Enable/Disable Incident templates right from the templates list view.
Admin >> Incident Template.
SDF-53936 : Option to copy Incident templates.
Admin >> Incident Template To learn more click here
SDF-68346 : SCCM Integration
Extend the capabilities of ServiceDesk Plus 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.
Configure SCCM integration under Admin >> Discovery >> SCCM Integration. To learn more click here
SDF-67735 : SNMP Device's OID configuration Enhancements
Configure and map Object IDs (OIDs) to SNMP device attributes, which have so far been reserved to the database. This configuration allows you to reassociate available OIDs with the right attributes and also configure OIDs for new attributes.
Admin >> Discovery >> SNMP Configurations. To learn more click here.
MIB Browser
The MIB Browser tool allows you to upload and browse MIBs and lets you perform all SNMP operations by configuring SNMP v1, v2 or v3 credentials. Also the tool lets you view the data available through the SNMP agent running on a specific device.
SDF-79241 : Asset Module in Analytics Plus and Zoho Analytics Integration
ServiceDesk Plus integration with Analytics Plus and Zoho Analytics now includes the Asset module.
Admin >> Integrations.
SDF-70345 : Chat as an external widget
Load ServiceDesk Plus live chat as an external widget on websites.
Admin >> Chat Settings >> Integrate Live Chat. To learn more click here
SDF-65428 : Disable the API key generation under the Personalize menu for technicians.
Admin >> General Settings >> Security Settings >> Advanced To learn more click here
SDF-73620 : Quickly preview the HTML, HTM, and XHTML request attachments in request details page and in the requests list view. To learn more click here
SDF-77655 : Values in drop-downs fields of a request are now searchable in global edit.
SDF-76461 : Option to expand all conversations in the request details page.
SDF-75749: Dynamic Loading of Huge Additional Fields.

New in ManageEngine ServiceDesk Plus 10.5 Build 10500 (May 17, 2019)

New in ManageEngine ServiceDesk Plus 9.4 Build 9426 (Nov 28, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9425 (Nov 1, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9424 (Oct 31, 2018)

Behavior Change:
SD-71761 : Earlier, while creating a request/ticket, the client machine's host name was stored in the request's history. Henceforth, only the client machine's IP address will be stored since the property 'enabledLookups' will be set to 'false' in 'server.xml' file by default.
You can revert to the old behavior by setting the property 'enabledLookups' to 'true' in the 'server.xml' file
Note: This requires a restart and might result in performance problems since resolving the client host name depends on a call to the DNS server.
Issues fixed:
Vulnerability:
SD-22200 : Privilege escalation vulnerability of a technician being able to view all changes.
SD-22231 : Privilege escalation vulnerability of a technician being able to send announcements.
SD-22246 : Privilege escalation vulnerability of a technician being able to add reminders.
SD-22255 : Privilege escalation vulnerability of a technician being able to view add remainder page.
SD-22267 : Privilege escalation vulnerability of a technician being able to view change related reminders.
SD-69231 : Privilege escalation vulnerability of a user being able to view task template details.
SD-70610 : XSS Vulnerability located in the Request form (for the Insert Image option of Description).
SD-71464 : Input value is not encoded in log files resulting in a XSS vulnerability
SD-71473 : Vulnerability found in file extraction during the restore process.
SD-72074 : Vulnerability present in the attachment path.
SD-72572 : Fixed CRC related issue in restore process.
SD-73217 : Information disclosure vulnerability present in home page.
Home:
SD-69831 : Able to view project tasks in Home tab's tasks list view after downgrading the license from trail version to standard/professional.
SD-71972 : Under Home >> Tasks >> Show All Tasks, the 'Owner' field doesn't populate the Project members for the tasks created under a Project.
Dashboard:
SD-71090: OOM Error occurs while processing 'Unassigned and Open Requests' Dashboard widget if there are many Open requests.
Request:
SD-71095 : In Service Template workflow, sending of approval emails fails for requesters who do not have 'Service Request Approver' permission but are Department Heads.
SD-71458 : Unable to translate request list view columns in non-English languages.
SD-73323 : 9418 Breakage: The issue fix for 'When more than one approver has same e-mail id, error message shown for actual approver while taking approval action' is broken.
SD-73417 : The set field action of FAFR does not work for radio button field.
Project:
SD-70802 : Task bars are blank in PDFs exported from Projects Gantt view.
SD-70919 : While navigating from a project to the next project by clicking the right arrow in project details page, same project loads repeatedly.
SD-72812 : @PROJECT_OWNER variable fetches milestone owner in milestone comments.
SD-73169 : Project Dashboard is present for technician without project module permission.
Solution:
SD-73852, SD-73859 : 9422 Breakage: Requesters are not able to view solutions.
Admin:
SD-69169 : Technician and Support Group are not saved in task templates when the application runs in Internet Explorer 11.
SD-69664 : Server link in the Account Lockout email notification is not opened.
SD-70368 : While creating a copy of a site, the sender name and sender email of the default site's support group is copied
SD-73678 : Field and form rules binding does not work for resources in grid view.
SD-71882 : Security settings >> Security response headers: After updating the latest service pack, custom security response headers are lost.
Reports:
SD-72306 : Default report: Time spent by technician on projects is not working in MSSQL.
Mobile:
SD-73572 : SDP mobile app: When trying to reply to a conversation, the 'To' field is not auto-populated in mobile app version 4.7.1.
Others:
SD-69465 : Option to download digitally signed service packs
SD-70502 : Secondary installation configured for Fail Over Service (FOS) does not start if the application runs in the HTTPS mode.
SD-70646 : Files uploaded on to the application through UI are not replicated in the secondary installation configured for Fail Over Service (FOS).
SD-70739 : No proper authentication error message is shown for incorrect non-login URLs.
SD-70751 : Tasks added by changing the task template are not shown for technicians in calendar view(Home -> scheduler) in foreign language setups
SD-70947 : A grammatically wrong message is displayed while accessing a deleted task ID.
SD-71005 : Update manager heap size is set to 512M even after migrating to BIN setup
SD-71721 : Group is removed while editing a task using the 'Edit icon in task details page' from the comments tab.
SD-72857 : For instances enabled with Active Directory authentication along with dynamic user addition, user login fails if the username is in upper case
SD-73041 : Out Of Memory error occurs during the backup of directories with large number of files. If you adjust the memory size and complete the backup, Restore will still not be possible.
SD-73154 : Backup restore fails without the fileattachment zip in it. The issue occurs only if the previous backup has been manually terminated.
SD-73506 : Unable to change port number while installing ServiceDesk Plus in Windows machine.
SD-73562 : Incomplete backup files will have the .partial extension to distinguish from the complete backup files with the .data extension. Please note that the incomplete backup files cannot be restored.

New in ManageEngine ServiceDesk Plus 9.4 Build 9420 (Sep 26, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9419 (Sep 20, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9417 (Sep 10, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9416 (Aug 27, 2018)

Vulnerability :
SD-69292 : Vulnerability of an unauthorized user able to create, edit, and delete currency in the application is fixed.
Requests :
SD-72110 : Purchase requests couldn't be associated with a service request from the service request.
Purchase :
SD-70963 : Purchase Requests with similar vendors are not listed in the Associate PR list when trying to associate a PR with a Purchase Order.
Reports :
SD-72161 : Exception occurs in survey-based custom reports (tabular) if the 'Survey Type Name' is added into the column.
SD-72107 : Exception occurs when a technician with site restricted login permission tries to access survey reports.
Admin :
SD-72372: Error occurs while trying to save the customized self-service portal draft. The issue occurs when we remove a widget from the portal and try saving it.
SD-71923: After upgrading to 9412, survey reports are projecting the wrong values.
SD-71937: Unable to edit the incident and service surveys created in Evaluation/Enterprise edition. The issue occurs when we try to edit those surveys after downgrading to the Standard Edition.
SD-72047: Unable to view older survey responses in some MSSQL (SQL Server) DB environments after migrating to 9412/9413/9414/9415.
SD-71945: Technician with SDSiteAdmin role is not able to trigger a survey from the request details page.
SD-72148: Exception occurs when an On Behalf of User (OBO User) tries to save a survey response.
SD-72426: Notification rules are cleared while editing the rules if VIP user or Department based survey exclusion rule is applied.
SD-72000: In MS SQL setups, an exception occurs if we click on Organize Business Rule under Admin>>Business Rules.
SD-68586: No alert message is shown while enabling mail debugger informing that the mail server's username and password will be printed in the logs.
SD-70794: In some environments, bouncing emails causes an indefinite looping of conversations as replies to such bounced emails triggers another loop.
SD-71608: Support group names are not fully displayed if the name of the support group contains more than 50 characters.

New in ManageEngine ServiceDesk Plus 9.4 Build 9415 (Aug 20, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9414 (Jul 25, 2018)

Vulnerability :
SD-71123 : Vulnerability in the login page as domain filtering is not enabled.
SD-69907 : Vulnerability of a technician with request view only permission being able to add attachments and add/edit worklogs is fixed.
SD-68547 : Vulnerabilities fixed in requester search.
SD-65745 : Vulnerability fixed : Password has been encrypted in the Incoming Mail Server settings.
Requests :
SD-71938 : 9412 Breakage : Service templates are listed under 'Incident Catalog' tab even if the "Combine incident and service templates listing for the service' option is disabled in Self service portal.
SD-71876 : Task filter name is not encoded in requests list view.
SD-71587 : If a request has a table in its description field, then error occurs while printing that request.
SD-71180 : Description field is left blank in some cases where requests are created through Mail.
SD-71122 : Images in email signatures are considered as attachments while sending a reply to a request.
SD-70481 : Admin requester history is not recorded when a technician spot edits any requester's field in the request details page.
SD-69187 : Archived requests are not listed up while performing a Request ID search using the global search bar.
SD-68277 : Typo in the request approval success message has been rectified.
SD-66339 : When a Technician with permission to a particular group changes the group of a request, the resulting page redirects to the requests list view.
SD-64098 : The requester's list view doesn't load completely while creating a custom view and in Advanced Search when there is a large number of Requesters
SD-70909, SD-70770, SD-70017 : FAFR : Unable to create a request when a mandatory field present under resource section is hidden through FAFR.
SD-71188 : Field and form rules are not applied for disabled fields in IE.
SD-68439 : Request Status Scheduler popup doesn't appear for a Technician if his/her role doesn't have the FGA "Reopening Request" enabled under Advanced Permission.
Changes :
SD-71192 : Option to allow a Change Owner to globally edit a Change Request.
SD-71572 : While printing request/problem/change list view using the browser print option (Ctrl/Cmd + P), request URL gets added to prints.
SD-71094 : After saving default values for all user roles, values do not get reflected in change template roles tab.
SD-69947 : Non-login attribute link added in the subject of a change template exposes the key in change details page. Also, the description after the non-login link is not displayed.
SD-69784 : Alignment issue occurs in change details page if there are a number of users in a change roles field.
SD-69046 : Performance issue occurs in Change Form if there are a large number of options (few thousands) in any of the select component (site, group etc).
SD-68375 : Error exception report thrown instead of error messages across product.
Dashboard :
SD-71211 : Unable to open requests from the following dashboard widgets; 'SLA violated requests and requests', 'Requests received in last 20 days' and 'Requests closed in last 20 days'.
SD-71478 : Report widgets in dashboards page are not displaying custom reports.
Projects :
SD-71877 : Requester with a project owner role is not able to view task link present in the notification email. An authorization error is thrown.
Solutions :
SD-70665 : Public solutions are not displayed for requesters even if no user groups are selected.
Reports :
SD-71377 : Incorrect report data gets exported if we have selected 'default reports' as the filer option. Issue occurs while exporting reports in HTML, XLS, and CSV formats.
Others :
SD-71959 : Upgrade failure is not handled in foreign language setups for MS SQL databases.
SD-71188 : Field and form rules are not applied for disabled fields in IE.
SD-71177 : Mail fetching schedule does not function as per the fetch interval customization.
SD-70961 : While importing users from AD, notification gets triggered for the AAAUser table even if the username doesn't get changed.
SD-70932 : HTTP to HTTPS redirection settings are not retained after the upgrade.
SD-70917, SD-70881 : Loading screen doesn't get closed even after SDP gets started.
SD-70832 : Technician with SDSiteAdmin role with restriction to a specific site can edit requester accounts and provide all sites view permission to requesters.
SD-70822 : Application backup runs into an infinite looping condition if the primary key for the table is large.
SD-70777 : Login details appear even after selecting 'Don't show login details" option in the login page.
SD-70357 : In additional fields' pick list values, "+" symbol is getting replaced with space.
SD-70347 : When editing a requester's details who is also a purchase approver requester, site, and department data is not loaded.
SD-70222 : In a Multi-language license setup, where a requester login is personalized to Arabic, home page solution search throws an error (the same search works fine if the login is personalized to english).
SD-70213 : In SSO enabled setups, header tabs keeps reloading.
SD-70069 : While importing company logo under organization details, 'GIF Image' option is selected by default instead of 'All Files'.
SD-69952 : Department name gets duplicated during LDAP user import if the department name has some trailing space.
SD-69473 : Account lock option is enabled by default in fresh installations.
SD-68666 : UI glitch occurs near Available User Groups and Selected User Groups while creating a new announcement.
SD-68487 : Filter option "View Emergency Templates" under change template UI flows out of select box.
SD-67654 : Unable to log in to the application when domain filtering is disabled and there is no public domain.
SD-66169 : Alternative mail server configured under 'Outgoing' mail server settings does not work.
SD-40643 : User-defined fields are allowed to be imported using LDAP.

New in ManageEngine ServiceDesk Plus 9.4 Build 9413 (Jul 13, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9412 (Jul 5, 2018)

Behavior Change in 9412:
SD-70724 : Actionable items in the Admin module are moved to the left side.
SD-70728 : 'Add new form' in business rule, SLA, custom filter has a revamped UI.
SD-71104 : Community tab is hidden for technicians (non-admins).
SD-71646 : Item price is mandated in purchase requests.
SD-56821 : Links displayed for Project Title, Tasks, Milestones in the Associate Project pop-up in requests are removed.
SD-71027 : "More Fields" button is removed in the New project form.
New features in 9412:
Privacy settings enhancement:
Encryption At Rest for sensitive data: Option to encrypt the confidential information collected in Incident/Service Additional Fields. Single or Multi-line and Pick List fields can be encrypted. Click here to know more.
Password protected backup data: The application backup is now protected with a password. The password is required to open the backup file / restore it. This password can be changed in the Admin-> Backup schedule page. click Edit Scheduling and input the backup password to change the backup password.
Anonymize deleted users: Option to anonymize deleted users from the Requesters list. Click here to know more.
Limitation :
Reports, advanced search, custom filters will not display any of the encrypted fields.
The MasterKey password cannot include non-English characters.
SDF-71766 : Password Manager Pro Integration: Option to remotely access privileged accounts in target machines (or resources) from within ServiceDesk Plus without account credentials. Find the feature at Admin >> General Settings >> ME Integrations. Click here to know more.
SDF-71759 : Do more with V3 API: Now you can perform the following operations using the V3 API: ADD, UPDATE, GET, GET ALL, DELETE, CLOSE requests. Add Resolution, pickup requests, associate requests, and link requests.
SDF-21131 , SDF-22400 , SDF-24334 , SDF-61555 : Enhanced Survey - Some of the enhancements include,
Option to:
Configure different survey templates for different type of requests.
Send ad hoc surveys; the survey need not be associated to a request.
Send surveys periodically; in predefined intervals, such as once after 2 weeks or 4 months.
Configure different answers for different questions. Find these features at Admin >> User Survey. To learn more about this features. Refer to this.
SDF-63939 : Custom Scripts in BR: Option to invoke custom scripts in business rules. You can use this to completely abort operations or update field values (like additional field value). Find the feature at Admin >> Organization Details >> Business Rules. Click here to know more.
SDF-31605 , SDF-62977 , SDF-63517 : Request status is given under business rule criteria.
SDF-61713 , SDF-61890 , SDF-62294 , SDF-63690 : Business view: Option to view and manage the saved relationship maps of CIs from one place.
Find the feature in CMDB > Business view. Click here to know more.
SDF-68798 : Chat enhancements: Option to interact easily with fellow technicians using the inbuilt chat. Click here to learn more.
SDF-65490 : User merge tool : Option to merge duplicate requesters. Find the feature at Admin >> Users >> Requesters. Click here to learn more.
SDF-65398 : Task custom filter: Option to create custom task filters.
SDF-51449 : Additional fields for Projects: Capture different types of alphanumeric information about your projects by adding different types of fields
SDF-71757 : Project Dashboard: Get projects related key information displayed in the dashboards page. Include project related widgets to display key information on the dashboard page. Click here to know more.
SDF-71758 : Enhanced comments for projects/milestones/tasks: Notify users in comments by using '@ mentions'; For e.g., use @John to notify John. Click here to know more.
SDF-49791 : Global search for projects: Find projects easily by using keywords, and also column fields, such as Priority, Owner, and other column heads in the global search.
SDF-50361 : Multiple associations between projects and changes: Streamline the change or project process by associating multiple changes to a project and multiple projects to a change. Click here to know more.
SDF-50266 : Project template creation made easy: Create project templates from already existing projects, saving the redundant effort involved in creating a project template similar to an existing template.
SDF-55327 : Notifications for comments: Option to have bell icon notifications for comments added on projects.
SDF-56887 : Option to customize the project list in the project list view.
SDF-63244 : "Estimated Effort" column included in the custom report for Tasks.
SDF-23878 :Created time for tasks: Option to view the created time of tasks.
SDF-63515 : Personalized task filters will remain specific to each module (Homepage, requests, changes, problems, and projects).
SDF-63674 , SDF-63961 : Purchase order enhancements: Option to create a purchase order for non-asset purchases such as training and services. Find the feature at Admin >> Purchase/Contract Management >> Vendor Services. Click here to know more.
SDF-28658 : Resource state enhancements - Option to add custom asset state with the ability to enable/disable scan for assets in those states. Option to enable ownership for assets in these custom states. Find the feature at Admin >> Asset Management >> Asset State. Click here to know more.
SDF-70727 : Collapsible tabs introduced in header and sub-header of the application to avoid unnecessary scrolling.
SDF-71169 : Support for 'Lithuanian' language in ServiceDesk Plus.
SDF-70397 : Support for 'Greek' language in ServiceDesk Plus.
SDF-70722 : Community page inside the application sports a new look.
Issue Fixed in 9412:
SD-66006 : Vulnerability in the storage of private key for scanning Linux devices is fixed.
SD-67623 : Insecure storage of passwords in credential library.
SD-65170 : Business Rule's 'description' criteria such as "ends with" and " contains" does not work for requests with description size greater than the one configured in GlobalConfig DESCPSIZE. This issue occurs in requests added or updated through mail.
SD-70875 : Unable to save new content in scribble pad. An internal error also occurs while trying to close the scribble pad.
SD-22280 : When a ROBO Template is invoked through API, it does not perform the password reset function automatically. This issue is fixed in V3 API.
SD-24532 :Null pointer exception occurs while trying to open a survey without any answers.
SD-46249 : When a user submits a survey but fails to close the confirmation message and hits the back button, the user is not able to submit the survey the second time. A null pointer exception is thrown.
SD-56821 : On clicking Associate Project Button, the links for Project Title, Tasks, Milestones are present in the pop-up.
SD-61872 : Unable to save a password with special characters in credentials library.
SD-67496 : Chat module : Technician online/offline status is not considered when a chat is initiated to a technician.
SD-70325 : In /ProjectAction.do URL, the parameter 'form' is passed twice.
SD-70380 : Technician with request and project edit permission is unable to detach an associated project from a request.
SD-70600 : Private / Public filter icon is not displayed in the custom filters list view.
SD-71029 : After 9409, AD import doesn't start if more than 300 OU's are selected.
SD-71351 : Unable to access the technician availability chart and calendar from 'Quick Actions' menu.
SD-71713: With Zoho reports integrated, the application fails to start when internet connectivity is disabled.

New in ManageEngine ServiceDesk Plus 9.4 Build 9411 (Jun 29, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9410 (Jun 20, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9409 (May 25, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9408 (May 14, 2018)

New in ManageEngine ServiceDesk Plus 9.4 Build 9407 (May 7, 2018)

Behavior Changes:
SD-69982 : Beyond the Submission stage of a change, the Change Owner will no longer be allowed to globally edit the fields.
From the Approvals stage of a change, any global edit made by the Change Manager will be notified to all Change Roles associated. You can disable this under the Change Notification Rules.
New feature in 9407:
SDF-67777 : Option to choose the US/EU data centres for Zoho Reports under Advanced Analytics Configuration Wizard.
Issues fixed in 9407
Vulnerability:
SD-69155 : Change: Vulnerability in notes is fixed.
SD-68759 : Vulnerability in change stage status is fixed.
SD-68232 : Vulnerability in problem's details page is fixed.
SD-68092 : Vulnerability in problem's history tab is fixed.
SD-67954 : Vulnerability in custom reports is fixed.
SD-67928 : Vulnerability in change and status is fixed.
SD-67891 : Vulnerability in scheduled reports is fixed.
SD-67786 : Vulnerability in reports is fixed.
SD-70829 : Vulnerability in requests in fixed.
SD-67696 , SD-67693 , SD-67692 : Vulnerability in Change role is fixed.
SD-67317 : Vulnerability in Change is fixed.
SD-67373 : Vulnerability in Requests is fixed.
SD-67142 : Vulnerability in Reports is fixed.
SD-63223 : Vulnerability fixed in password reset form.
SD-70451 , SD-70247 : Vulnerability in custom reports is fixed.
SD-69912 : Vulnerability issue in a Servlet API is fixed.
SD-69611 : Vulnerability issue in query reports is fixed.
SD-69261 : Vulnerability in change-struts-config.xml is fixed.
SD-70605 : Vulnerability while adding and updating technician details is fixed.
SD-68568 : Vulnerability issue in the incident to service request conversion is fixed.
Request:
SD-67978 : In requests' Reply, Forward the Request and Email/SMS the Technician notifications, when you enter script tag in the Description field, the script is executed and an error message is thrown.
SD-68584 : When XLS files of requests with the custom status Completed are imported, the Completed Date field takes the current date rather than the pre-set values.
SD-70653 : Unable to add Service Requests from a requester login if the template has more than 24 single line additional fields with "Requester Allowed to Set" option unchecked.
SD-70142 : When auto-closure is enabled and all the tasks of the request are resolved, then status changes are not captured in the history.
SD-68996 : Values doesn't get displayed for the additional fields in the dependency list view of a request.
SD-68989 : Support groups' sender mail address is getting displayed as from address for the request which is assigned to that support group. Issue occurs if the requester replies through portal.
SD-68953 : Reply mail is triggered when pressing the enter key from subject column of the reply window.
SD-25343 : Clicking on choose button in the Advanced Filtering section under Add custom views page displays a pop up window in smaller size.
SD-69394 : Request description's edit history is not captured if the content is greater than the maximum limit.
SD-69753, SD-70167 : Requesters are not able to search requests using request ids.
SD-68778 : While printing a request of an actual half page content, it takes up two pages.
SD-67445 : In request details page, clicking on monitor icon under the requester's name does not open up the requester's asset pop-up as expected in the center of the page. This issue occurs only in Chrome.
SD-67527 : Unable to print in the Landscape mode while using Chrome after migrating to 9308.
SD-67719 : If we hit the tab key from "Requester" field the cursor's focus point jumps to "Asset" field for a moment and gets back to the requester field.
SD-70889 : Requests: In combined tasks list view, the estimated effort field's value is shown in minutes.
SD-70929 : In request list view left side pane, task's subject has a bold font which is not pleasant.
Problem:
SD-69758 : Default size of the Add Notes window in problems' create/edit page has been increased.
SD-68743 : Problem - While hovering over a problem in problems list view, associated incidents count is not shown even if there are associated incidents.
SD-69884 : In a case, where the application server runs on Windows and has Linux as the client, problem attachments with special characters in their names aren't saved properly and therefore can't be downloaded.
Change:
SD-69474 : In 9323 and the following versions, Assets Involved field value is not added upon adding/updating a change using API.
SD-69475 : When field names in change API contain forward or trailing space, the field values are not auto-populated in the change.
SD-69903 : When the maximum number of assets are added to a change, only the key is displayed rather than the message itself.
SD-69595 : When you create and associate a new change from within an incident or a problem, the assets associated with the incident/problem aren't added to the change.
SD-70143 : After you associate incidents or problems to a change, the incidents/problems selection window fails to automatically close.
SD-66044 : Error occurs while updating a Change through API when Group field is marked as mandatory.
SD-66292 : 'Not associated to any site' option is listed in alphabetical order instead of at top of the list in the Site field under Change details page' edit section.
SD-66868 : Unable to assign group for a change through API if the site is not provided along with the group.
SD-61895 : While clicking 'Send for Recommendation' in approval section of a Change, the pop-up that appears has a misleading title ("Submit Change For Approval" is shown instead of "Submit for Recommendation").
SD-70981 : Users not able to add approval comments using non-login URLs.
SD-68370 : Change owner without the create change permission is not able to edit a change.
SD-68708 : Change Additional Fields - Fields added using "Add new field" option in change template gets added to both the template and "Available Fields".
SD-68814 : Change - HTML content is shown in the print preview page.
SD-69132 : Change - Print view does not contain the Image attached in the 'Description' field of change in "Review" stage. The image's source is alone shown.
SD-68632 : Invalid request (in planning stage) is displayed under archived request for SDAdmins.
Projects:
SD-66579 : Project title is displayed as undefined in the project gantt view when the project doesn't fall on the selected time span but any of the milestones/tasks fall in the selected time span.
Solutions:
SD-61821 : On hovering over 'All Solutions' under Topics section of Solution module, the scroll bar flickers and becomes immovable.
Admin:
SD-67899 : Error message is not shown properly while adding a duplicate Custom Triggers name with a script tag.
SD-67541 : Admin>> Advanced Analytics: Clicking on texts near the radio button in configuration wizard also enables the radio button. Also, option provided to close images under Reports-->Advanced Analytics.
Reports:
SD-69615 : Print preview page in reports comes with large space between passages.
SD-69454 : In CI History and Audit reports, when you miss out From/To date and update them, an untranslated error message with just the key in it is thrown.
SD-35320 : Exception occurs when executing a query with ORDER BY clause under Reports--> New Query Report.
SD-60523 : Custom report output containing boolean and date fields are right aligned.
SD-67835 : Unable to generate "Audit History by Workstation" report.
SD-68477 : Reports - In matrix reports, clicking on the currently selected tab changes the tab but not the content.
SD-68512 : Reports - Exception occurs in custom report's filter if there is no value specified in the criteria's value field.
SD-68511 : Reports - Exception occurs when same column name is given in "then group by" select options.
Others:
SD-70391 : Users could save reminders across the product with just entering some space (without text/numeric entry) in the Summary field.
SD-70465 : Broadcast message option is displayed for requesters when the Quick Actions menu is enabled.
SD-69583 : In problems and changes, the notes icon appears distorted in notes the list view.
SD-70587 : The less privileged users are able to view the technician and the domain details.
SD-69304 : NullPointerException occurs when you integrate Analytics Plus (version 3120 and earlier ones) with ServiceDesk Plus.
SD-69327 : When one of the two technicians with the same login name in different domains executes a scheduled report, domain credentials of the other user (without the module/scheduled reports privilege) is loaded, at times, and an exception error is thrown.
SD-69990 : When you delete service catalog additional fields, they aren't removed from Zoho Reports integrated with ServiceDesk Plus.
SD-70123 : Performance issue due to high CPU usage.
SD-65752 : While clicking on Dynamic View for any Data Models under Reports, an error message pops up and disappears automatically.
SD-70496 : Issue in re-assigning category if subcategory is moved under another category.
SD-68281 : Zreports - Special characters are sent in encoded form while sending an initial success mail.
SD-68317 : Zreports - After saving zoho reports credentials, not able to change to Aplus as resetting the password is not possible.
SD-68628 : Zreports - Nullpointer exception occurs while parsing change.xml and adding it in zrmemodules.xml. Issue occurs if change.xml entries are already present in zrmemodules.xml
SD-68954 : Incorrect 'Schedule Start' & 'Schedule End' time are shown in Change Calendar if the client and server time zone are different.
SD-62367 : Import now button has been provided at the bottom of the AD import window to avoid unnecessary page scroll down.
SD-68212 : Proxies will be skipped for locally installed Aplus.
SD-68272 : Zreports - Edit option for the 'host' field in Aplus configuration is provided.
SD-70400 : Timer value is not shown properly for chats transferred to a different technician. Issue occurs if the technician to whom the chat was transferred hits refresh.
SD-70807 : Unable to see the Announcement settings section since upgrading to the latest version.
SD-70865 : Formatting in the chat box is not done properly.
SD-70915 : Announcements order is not proper in the latest version.

New in ManageEngine ServiceDesk Plus 9.4 Build 9406 (Apr 25, 2018)

Behavior Changes in 9406:
SDF-68872 : Auto delta scan: Automatic identification of hardware and software changes by the agent in the client machine and notify the application server to initiate the scan from the server.
Issues fixed in 9406:
Vulnerability:
SD-69461 : Vulnerability issue related to assets.
SD-69294 : Vulnerability issue related to default license types.
SD-69302 : Vulnerability issue related to assets.
SD-69460 : Vulnerability issue related to associating workstations.
SD-69302 : Vulnerability in asset details page is fixed.
SD-58456 : Vulnerability issue during server-agent handshake.
SD-66584 : Vulnerability in credentials library is fixed.
SD-68070 : Vulnerability in the purchase order list view search is fixed.
SD-66403 : Vulnerability in add new contract page is fixed.
SD-68516 : Vulnerability in contracts is fixed.
SD-56921 : Vulnerability in Agent is fixed.
SD-66409 : Vulnerability in the barcode's history page is fixed.
Dashboard:
SD-69056 & SD-67925 : Incorrect information is displayed in the asset dashboards' 2d bar graphs.
Request:
SD-70891 : Unread requests in the request list view are not bold enough.
Asset:
SD-68985 : SMBIOS information is not getting fetched while scanning a workstation.
SD-68339 : Unable to fetch the "last logged in" user's information using script scanning in Linux machines.
SD-68056 : Sound card information does not get updated even though it is present in scanned XML for all XML scans.
SD-70119 : Distributed asset scan fails when the domain name contains space in the central server settings.
SD-70555 : NullPointer Exception occurs when processing OS information scanned and pushed from ManageEngine Desktop Central.
SD-66609 : Processor (CPU) changes are not reflected in the history tab during a scan.
SD-67320 : Unable to fetch the "last logged in" user's information during Mac machines scan.
SD-68136 : Based on the sysdescription, incorrect model names are assigned to snmp devices. Because of that unknown models are not listed in unknown OIDs list.
SD-70590 : Agent upgrade is delayed in build versions with the latest framework change.
SD-70606 : Able to configure the Windows agent by using the CSRF vulnerability.
SD-66809 : Web remote session continues even after logging out of the application.
SD-68137 : Permission Denied Error occurs while executing a linux script file for commands like "Dmidecode".
SD-70772 : Web remote is not working in exe,https setups in recent builds.
CMDB:
SD-66317 : Business impact data is only partially shown in the drop-down in add new CI type page.
SD-69531 : When you edit a child configuration item (an asset with OS unspecified) manually or through API, it is moved into the parent CI.
SD-69541 : Users are not able to update requester's login name and domain name through CMDB API.
Software:
SD-69053 : NullPointer Exception occurs while allotting CAL for users.
SD-67584 : Wrong warning message is shown while deleting software licenses.
SD-53608 : Multi Line License additional fields are not shown in the Software License CSV import page.
SD-67428 : Software suite is not getting deleted in a workstation's software list even if there are no software in the workstation.
SD-69431 : Software license keys are limited to hundred characters.
Purchase:
SD-69215 : When a PO is edited and the approval process is initiated for a second time, then the approval process faces a breakage.
SD-69017 : If a Product's Name contains '_' while creating a PO from PR, then that name does not populated in the New PO Form.
SD-68912 : In Purchase Requests's approval notification mail, values for udf-char variables are wrongly replaced.
SD-68659 : While creating a purchase order, the cost center lists names instead of the codes.
SD-68285 : If the default terms and conditions for purchase orders exceed 3500 characters, then the PO is not getting saved.
SD-68534 : Purchase requests display the Cost centre Name instead of the Cost Centre Code.
SD-67651 : Unable to approve the PR from the Approval tab if a comment is added with special characters.
SD-69876 : Search function doesn't work while choosing a technician in a purhcase request.
SD-69873 : '&' in a software name is replaced with 'amp' in purchase orders.
SD-69216 : When you add a product through a purchase order, and then edit its vendor details under the Admin setup, the vendor details are not updated until you specify the Warranty Period.
SD-69501 : Inline search doesn't work after searching a purchase order in the global search.
SD-69483 : When technicians are deleted while being associated to purchase requests, they continue to list in the Technician drop-down of new purchase requests.
SD-68662 : Unable to close the error message pop-up that appears when a purchase order is saved without filling the quantity field.
Contract:
SD-69067 : If a contract has special characters as values in its pick list fields then they are changed to empty values while editing.
SD-68813 : Ampersand characters present in the description and support details fields of the add new contract form are not displayed properly.
SD-69442 : Pick list additional field values containing space or special characters are not displayed when creating/editing a contract.
SD-69632 : Users are able to add/remove assets to expired contracts after renewing them.
Admin:
SD-69082 : Incorrect error message is shown for duplicate key exception while editing the name of an asset.
SD-69047 : Unable to delete workstations from the "Workstations failed during last scan" list view.
SD-68947 : Asset Probe data is not deleted from the central server after a successful import of remote data.
SD-68258 : Vendor names are not listed alphabetically in the Asset creation form and edit form.
SD-67078 : Unable to search Russian user names in the 'Choose User' field of the Asset state pop-up.
SD-65944 : Navigation message for the flexigrid view is not in I18N.
SD-70604 : Able to add and update requester details by CSRF vulnerability.
SD-70041 : When you remove assets from a static group, they are not detached until you refresh the page.
SD-70738 : Robo technician functionality does not work in exe setups.
SD-70743 : In IE 11, Impact page under Admin is not loaded properly.
Reports:
SD-70771 : Duplicate Fields are displayed in reports after the latest upgrade.
Others:
SD-70806: Default font in the application is changed after upgrading to 9404.

New in ManageEngine ServiceDesk Plus 9.4 Build 9405 (Apr 16, 2018)

Issues fixed in 9405:
Vulnerability Issues:
SD-70609: Vulnerability in distributed asset scan list view is fixed.
SD-70604: Able to add and update requester details by CSRF vulnerability.
SD-70606: Able to configure the Windows agent by using the CSRF vulnerability.
SD-70607: Able to add custom schedules by using the CSRF vulnerability.
SD-69186: Vulnerability in request collaboration is fixed.
SD-68638: Vulnerability in user roles is fixed.
SD-68373, SD-69384: Vulnerability in logs is fixed.
SD-68230: Vulnerable content in merge request pop-up is fixed.
SD-68214: XSS vulnerability in the logged-in technician pop-up is fixed.
SD-68125: Vulnerability in solutions is fixed.
SD-68112: Vulnerability in archived requests is fixed.
SD-68007: Vulnerability in reply template is fixed.
SD-67814: While importing projects, if the file name has script tags, then it is rendered empty with an alert message.
SD-67802: Not able to view the imported solution that has XSS characters.
SD-67533: Vulnerabilities in the AjaxServlet is fixed.
SD-70382: Vulnerability in password configurations is fixed.
SD-69972: Vulnerability in generating API keys is fixed.
SD-69491: Vulnerability in attachments is fixed.
Home:
SD-68213: Characters ('<' and '>') are replaced by ('') in the back up technician drop-down while a assigning back technician rule under Scheduler>>Back up Technician.
SD-66615: Exceptions occurs while adding or viewing tasks from the home page.
SD-70419: Error occurs while approving a request from the home page.
SD-69817: Task Owner is not displayed when the edit icon is clicked from Comments/Work log/History tabs under Home-->Tasks.
SD-70623: In the home page Scheduler, technicians with '&' in their names, when marked on leave continue to list in the backup technicians drop-down.
Request:
SD-69131: Under service request's resource questions if the answers have a colon(':') between numeric values (E.g,10:30), then it is not getting saved.
SD-68115: Diff updates are not mentioned in the history tab if a resource section of a service template is updated multiple times.
SD-66739: In some cases, diff updates related to checkbox questions in the resource field of a service template are not captured in history.
SD-70454: Unable to create purchase request from service request when priority is High or Medium or Low.
SD-70413: When the approval configuration 'Do not assign technician before Service Request is approved' is enabled, then the original technician is assigned via service template instead of backup technician after the service request is approved.
SD-70385: When a signature variable is included in the 'Notifying for Approval' notification template through a non-login view, an approval notification is not send to next level approvers automatically after the current stage is approved.
SD-70356: Unable to perform a column search in request list view with two parameters.
SD-69880: Expand/Collapse option doesn't work in the History tab of any tasks under Requests.
SD-70752: When technicians who are not SDAdmins add/edit resolutions to requests, they are unable to select and use resolution templates.
SD-70741: When technicians who are not SDAdmins reply to requests, they are unable to select and use reply templates.
SD-70521: When incoming emails with images are addressed to two custom groups with different aliases, they are created as two requests, but images appear only in one request.
SD-70579: Requesters are able to delete approvers under the Approval tab of incident requests.
Asset:
SD-70717: When a software, initially with unspecified CI type is edited and saved, the CI type is set to null.
Reports:
SD-66855: Task description field is missing in the custom reports for tasks.
Admin:
SD-69050: Alternative email ids of the requesters listed in the CI info tab are encrypted twice.
SD-68721: If any user group is saved without criteria, then user group specific service templates are not available for requesters.
SD-68139: Mail fetching is stopped while receiving a push notification.
SD-63913: If the TLS 1.0 is disabled in the mail server, then the mail fetching stops.
SD-70442: Closure code and closure comment values for Resolved status are not maintained when the request is auto-closed.
SD-70367: Support group's site ID in CI table of a referred site is updated as Null when default support group's site is updated.
SD-69449: Unable to import users from AD if all the required OUs are selected.
SD-69794: V1 GET_WORKLOGS API doesn't respond properly if the worklog field contains special characters.
SD-70708: In privacy settings enabled builds, when users try to delete technician accounts accommodating special characters, the names appear broken in the anonymizing window.
SD-70697: In privacy settings enabled builds, users are unable to delete technician accounts when their anonymous names hold the character, '%'.
SD-70533: Mail fetching is ceased in large environments.
Others:
SD-70241: Jespa log accumulation is cleared during server startup.
SD-69436: While accessing AjaxServlet using an invalid argument, blank page with a 'null' text is displayed
SD-70620: Users are able to upgrade the build to a higher version while running the server which results in a partial upgrade error.
SD-70619: Users are able to proceed with the build upgrade after an exception error (for current and upgrade versions being the same) is thrown and this results in a partial upgrade error.

New in ManageEngine ServiceDesk Plus 9.4 Build 9404 (Apr 5, 2018)

Issues Fixed in 9404 :
SD-69036 : Custom triggers are not executed for duplicated requests.
SD-64060 : Custom triggers are not executed on requests that are generated from preventive maintenance tasks.
New Features in 9404:
GDPR:
User privacy management : Handle personal data of users (both technicians and end users) in accordance with privacy regulations such as the GDPR In the Request module, you can now mark out all fields that contain users' personally identifiable information (PII), making it easy for admins to identify what PII is collected and stored in ServiceDesk Plus In addition, when users exercise their right to be forgotten, admins can anonymize the deleted users' names to random text and delete the associated PII from the application Find this feature under Admin >> Privacy Settings
PM Tasks for Service Request - Plan your preventive maintenance tasks well in advance for service requests as well
Find the feature in Admin >> Organizational Details >> Preventive Maintenance Tasks
Custom Trigger Enhancements:
Execute custom trigger actions for requests that contain replies and for approved/rejected requests
Groups defined under other sites are now listed under criteria
Requester name, sites and technician will now be listed under criteria
Create triggers without any criteria
Find the feature under Admin >> Custom Trigger >> Execute Actions
Technician Homepage Enhancements - Customize technician's home page by adding/organizing widgets, and changing the layout and background color
Find the feature under Home >> Customize
Export Requests - Select and export requests right from the list view, in various formats
Find the feature under Requests >> Actions
Organize Request Catalog - Easily sequence the templates under the request catalog to suit your requirements
Find the feature in Admin >> Service Catalog >> Reorder
Scribble Pad - Make simple, hurried notes in a jiffy using the all-new inbuilt scribble pad
Find the feature at the top right corner of the header pane
HTML Editor Enhancements - Edit email notification content as HTML and use $ to add variables to the content
Find the feature at Admin >> Notification Rules >> Customize template >> Edit HTML
Health Meter - Assess your application's health metrics in just a glance from the community tab
Find the feature under Community >> Health Meter
Unified Notification Rules - Customize and configure notification rules across modules under a single roof
Find the feature under Admin >> Organization Details >> Notification Rules
Admin Search Enhancement - Experience the enhanced admin search functionality with the categorically listed searched items
Find the feature in the Admin section
AMS Renewal - Be notified of the subscription expiry and apply for its renewal, right from the application
Find the feature under Technician Profile >> Get your new AMS

New in ManageEngine ServiceDesk Plus 9.3 Build 9403 (Mar 21, 2018)

New in ManageEngine ServiceDesk Plus 9.3 Build 9402 (Feb 26, 2018)

New in ManageEngine ServiceDesk Plus 9.3 Build 9401 (Feb 13, 2018)

New in ManageEngine ServiceDesk Plus 9.3 Build 9400 (Feb 13, 2018)

New in ManageEngine ServiceDesk Plus 9.3 Build 9335 (Jan 23, 2018)

New in ManageEngine ServiceDesk Plus 9.3 Build 9334 (Jan 8, 2018)

New in ManageEngine ServiceDesk Plus 9.3 Build 9333 (Jan 3, 2018)

New in ManageEngine ServiceDesk Plus 9.3 Build 9332 (Dec 27, 2017)

New in ManageEngine ServiceDesk Plus 9.3 Build 9330 (Dec 21, 2017)

Vulnerability issues:
SD-63275,SD-65316,SD-65524,SD-65525,SD-65593,SD-66578,SD-67996,SD-68298,SD-68387,SD-68390,SD-68391,SD-68392,SD-64424:Vulnerability fixed.
Dashboard:
SD-68259: Default widgets in dashboard page does not facilitate scroll functionality.
Request:
SD-69301: In some scenarios, domain name in the application URL is missing when we pick up a request from the request list view.
SD-69238: Custom triggers values organized and saved in the 'Organize Actions' pop-up are not retained when the pop-up is opened again.
SD-69136: In Quick create request form, associated site of a requester is not populated on selecting the requester's name.
SD-68623: Unable to add attachments with commas (,) in their names in requests.
SD-68609: Unable to view conversations of archived requests.
SD-68342: When multiple approvers are selected through 'Select Approvers' field in a service request, only one approver is saved.
SD-68279: While adding a pick list additional field, the text "select option" gets added as a value in Japanese version of the product.
Note: This fix will only solve any future issues, however, for the older ones, we suggest you delete the wrongly added values manually.
SD-65236: Request Module: If the size of system triggered notification exceeds 64k, they are not moved as attachments.
SD-29923: Attachments with ampersand character in their names are missing in forwarded requests.
Solutions:
SD-68262: In solution's details page, associated problem's id is displayed with an anchor tag.
SD-68044: When "solution" string is used while searching for a solution, a number formatting exception is thrown.
Assets:
SD-68383: When windows domain scan fails, it displays "Agent Connection Timeout" error even though the agent Port is open and the machine is reachable.
SD-68320: Option to configure server IP address and edit web server port for agent under Admin - >> Windows Agent Configuration >> Configure.
SD-67022: Support for infinite scrolling in department's dropdown similar to that of the user's dropdown.
SD-62900: Unable to delete attachments from CIs. It's listed up when refreshing the page even after deletion.
Purchase:
SD-69073: Technicians (with full purchase permission/access to view all sites) are not able to view PRs created by them if PRs are associated to sites.
SD-69016: Items associated to the previous vendor are not removed while editing /adding a vendor in purchase order.
SD-68841: Loading issue with "View PO Associated Assets" list view / Global Search with "All Assets" option does not work once we sort the "PO Associated Assets" List view with CIType.
Admin:
SD-68879: Issue in overriding custom styles in Admin page.
SD-68788: While executing custom triggers for a request, JSON object related exception is thrown.
SD-69122: Unable to save quick links for apps under Admin>>General Settings>>ME Integrations>> Quick Links.
Reports:
SD-68220: When reports are generated from report's list view, spacing between lines in the reports are increased.
Community:
SD-69346: While clicking on the community tab, the following error is thrown "Unable to process your request. Please check the URL ".
Others:
SD-69330: The string 'Feedback' is replaced with 'Contact Support' in feedback page of the application and under header section of 'Help'.
SD-69245: IE 9 browser support removed, alert message is not shown properly while upgrading through console mode.
SD-69104: While performing a lucene search, latest records are not displayed at the top.
Mobile app Info:
Links for IOS and android apps are given under profile and admin section , available for SDAdmins and SDSiteAdmin.

New in ManageEngine ServiceDesk Plus 9.3 Build 9307 (Apr 25, 2017)

New in ManageEngine ServiceDesk Plus 9.3 Build 9306 (Apr 25, 2017)

SD-65814: Solution suggestions bulb icon will be disabled and resolution section is made as default view on clicking resolution tab.
SDF-65096 : You can now share a Request with Technicians and Requesters from the Request Details page.
Requests can be shared with all technicians or technicians of selected support groups and departments
Can be shared with all Requesters or Requesters of certain sites.
New filters like Pending Request shared with me and Requests shared with me have been added in the filter drop-down.
View/edit permission for a Shared Request will be the same as the access permissions provided to the Technician while a Requester can only view a Shared Request.
Note that reports will not contain Shared requests listed in them. For more info on this feature, refer this Admin guide link.
SDF-22978 : Change module will be available for a Requester login when the user is assigned with a Change role.
Earlier a Requester could access a Change Request only through non-login URL. Now they can access it from their self-service portal.
Requester will have complete access to mini-calendar and calendar views.
A new filter 'All My Changes' has been introduced in List/Calendar view.
Access permissions to a Change Request and its operations will be based on the roles assigned to the Requester. However, there are a few operations like add/copy/delete Change, associate Incident/Problem, list view actions, history etc., restricted for Requesters.
SDF-54282 : Easier user selection component introduced for Change Roles.
SDF-65562 : Option to notify users when they are removed from Change role.
SDF-65441 : A new variable '$StatusSetBy' has been added under Change stage and status notification template.
SDF-63002 : New fields 'Department' and 'Requested By' has been added in Projects.
SDF-64381 : Enhancements in Field and Form rules.
'show resources', 'hide resources', 'set task' and 'unset task' actions are supported.
'set task', 'unset task' and 'clear field' actions are supported in 'on Submit' Rule.
'Select Approver', 'Requester Details' and 'Login Details' fields have been added in conditions.
New script has been provided for 'Requester Details' and 'Login User Details'.
'Show Tasks' and 'Hide Tasks' has been added in Actions and in ScriptEditor for Tasks.
Inbuilt javascript methods 'addAllOptions', 'setDateFromCurrentDate' and 'getApprovalStatus' have been supported.
Dashboard :
SD-65660 : Add new widget pop up not being displayed properly for the Chinese language in self service portal customization.
SD-65971 : Support groups filter in Dashboard fails to list the default site specific groups for refer sites.
SD-65937 : Unable to choose or save few support groups by Technicians with restricted site access in Dashboards, when the default site is associated with them.
SD-65955 : Support group search filter in Dashboards is case sensitive.
SD-65956 : Requests by Technician and Request Summary widgets display wrong count in Dashboards for a restricted site access technician if there is a marked as deleted group present.
Request :
SD-66135 : Unable to set the status of a Request to resolved through API / Mobile App when request auto close is enabled.
SD-64106 : XSS Vulnerability issues fixed.
SD-66203 : Request details page become blank in some scenarios in few languages.
Change :
SD-65401 : Status comments dialog box appears during status change although it is marked as non-mandatory in Change template.
Projects :
SD-65402 : PDF export fails in some environment for Gantt View, Project Overview Map and Task Dependencies.
SD-65378 : Unable to delete Projects from list view, while switching from project details view page to Project list view using the projects link.
Solution :
SD-63901 : Unable to search solutions when 'Solution' is accessed using non-login view.
SD-65793 : Error occurs on loading request details page randomly due to solution suggest API call.
Purchase:
SD-64198 : Unable to create Purchase Request from a Service Request, when the application uses MSSQL database.
SD-65650 : Requested item names fail to get populated in add new purchase request form while creating a Purchase Request from a Service Request.
SD-63928 : Site filter does not get displayed properly for a few admin technicians in Software and new Purchase Request page.
SD-65902 : Unable to download attachments from a Purchase Request details page when the attachment path is changed in Self-Service Portal.
ADMIN:
SD-50909 : Self service login details notification does not get sent when a new Requester is added through CSV import.
SD-64332 : The display name given in the CSV file is not imported through schedule CSV import.
NOTE : In the migrated setup , to import displayname field, as part of the schedule CSV user import, you have to add the below entry
in the scheduledCSVUserImportMapping.xml file, and the corresponding csv file should have the colum name "displayName" to get imported.
SD-65995 : Unable to configure a 5 digit port number in the Port field in Proxy settings since the max length of the field gets restricted to 4.
Reports :
SD-65708 : Boolean columns fail to work while generating Custom Reports.
SD-46136 : Error while executing valid query reports with column names containing sql keywords like update, exec, into etc.
Others :
SD-64188 : Restoration fails when the backup sql file is more than 1GB.
SD-65909 : Data Restoration fails in console mode in versions above 9240.
SD-65265 : Text wrap is not applied in the dynamic notification pop up.
SD-64419 : Vulnerability issue fixed.

New in ManageEngine ServiceDesk Plus 9.3 Build 9305 (Apr 25, 2017)

New in ManageEngine ServiceDesk Plus 9.3 Build 9304 (Apr 25, 2017)

New in ManageEngine ServiceDesk Plus 9.3 Build 9303 (Apr 25, 2017)

If any one of the approvers approve the Incident approval, the status of the Incident Request would be set to approved. Yet, the other approvers would have been able to register their recommendation on the approval. Now, once the Incident Request is approved by any one of the approver, the other approvers won’t be able to register their action or recommendation on it, since the Request is already approved.
While importing contracts, there won't be any option to choose date format for date fields as before. Instead, all date formats supported by excel will be supported if the cell containing date is formatted as DATE in excel. Otherwise, default date format supported will be "dd mm yyyy".
Dashboard:
SD-65803: Able to view the deleted groups getting listed in select2 components due to cache issue.
SD-65801: Technicians who have access to all Sites are unable to choose/save support groups that are assigned to them from group filter in Dashboards.
Request:
SD-65588, SD-65762: Unable to add closure code details and status change comment from the resolution section when status of the Request is changed.
Assets:
SD-64196: Deleted technicians are displayed under "Quick Create - Relationships".
SD-64026,SD-57833: Unable to view more than 50 products that are associated to a vendor.
SD-64308: NullPointerException while trying to import Linux machine's scanned xml.
SD-61695: Memory details shown in Workstations/servers hardware report is not matching with total memory of the device.
SD-65778: Location Field is getting reset to null on csv import under asset.
SD-61679: In asset details page, the word 'State' has been wrongly translated in polish language.
SD-65773: Unable to scan AIX machine as timeout error occurs while executing a command.
SD-62968, SD-62976, SD-65533: Unable to modify the Asset state from the Resources List View.
Software:
SD-42063: Prohibited software installation is not notified for new assets identified during network or domain scan.
CMDB:
SD-63205: Exception is thrown if form is submitted without selecting the XLS file while importing CI relationships.
SD-65159: Ambiguous user error on importing relationships for users.
Contracts:
SD-65498: Unable to import contracts if date values are not provided in DATE formats supported in XLS file.
Admin:
SD-63932: The word 'Show' is removed from the 'Requester allowed to view' drop down.
SD-65050: In junk notification filter, i18n key is shown for "is" condition.
SD-65283: Dropdown missing for the option "Reopen the same request within no. of days from closed time. Else, create as a new request." under Admin -> Self-Service Portal Settings in Polish language.
SD-65739: Advanced Analytics tab, when accessed, points to Zoho Reports although Analytics Plus is configured.
SD-65220: Site based departments are not listed in Add/edit requester page when the site field is displayed as text box.
SD-64247: Site field is available in Business Rule Criteria dropdown lists for copy/custom sites when the total site count is greater than the SiteIconListConfiguration paramvalue.
SD-64078: Unable to modify the technician for cost center under Admin module.
SD-65781: New video updated for Service Catalog under Product Overview.
SD-65256: Associated Users list view does not get listed when 'Associate User(s)' option under Region/Site/Department in 'Admin' is clicked.(Occurs only in MSSQL DB)
Reports:
SD-62595: Wrong scheduled reports are sent to the users if there are more number of reports scheduled at one particular time in some environments.
SD-64284: Barcode column is displayed twice for while creating "All Assets" new custom report.
Others:
SD-64090: In AD authentication, when dynamic user addition is disabled, domain names will be listed for the exact username searched.
SD-63919: Unable to migrate the ServiceDesk build when Assetexplorer build is running in same server with 8080 port
SD-63993: The text "Software" under Assets tab -->Left panel is not translated for non English languages.
Vulnerability:
SD-32674, SD-32675, SD-61482, SD-61483, SD-65358, SD-39963: Vulnerability issues fixed.
SD-65799, SD-65648: Vulnerability in Dashboards
SD-64105: XSS Vulnerability in Solutions.

New in ManageEngine ServiceDesk Plus 9.3 Build 9302 (Apr 25, 2017)

New in ManageEngine ServiceDesk Plus 9.3 Build 9301 (Apr 25, 2017)

New in ManageEngine ServiceDesk Plus 9.3 Build 9300 (Apr 25, 2017)

SD-63138 : The 'Email to Notify' common field is not displayed in the template when an incident request is converted into a service request.
SD-63911: Technician is not able to view the request details, if the 'overwrite template values with request values' option is enabled, while converting an incident request into a service request.
SD-65309: User is able to update an incident additional field with a default(or system) field name such as priority.
SDF-48098 : Save time and effort by creating Project Templates for projects that are repetitive and contain milestones, tasks, and sub-tasks. This option is available under Admin >> Project Management >> Project Templates.
SDF-63463: Customize dashboards per your requirement. You can now re-size and re-arrange the dashboard; add, remove, and restore widgets; and even define privacy settings. The administrator can make private dashboards viewable by all Technicians or make shared and managerial dashboards viewable only by a specific group of users.
SDF-58820: Undeleted support groups will now be made inactive and unvailable for further usage.
SDF-63691: Perform customized actions through a customized script file at scheduled intervals. This feature enables the administrator to set up a new schedule, modify an existing schedule, and remove, activate, or deactivate a schedule. This option is available under Admin >> General Settings >> Custom Schedules.
SDF-63451: Users can now upload a profile picture that's not more than 5 MB in size and in the .jpg, .png, .jpeg, or .bmp format.
SDF-60547: Add external links to the application, making it easy for users to access a variety of online or custom applications. This option is available under Admin >> General Settings >> ME Integrations.
SDF-61601: Configure security settings under Admin >> General Settings >> Security Settings.
SDF-34955: Create a new service request by using an existing service request. The new service request will contain all the request details copied from the existing one.
SDF-63858 : Requesters can now edit their request before it is approved, resolved, or closed. With this feature, requesters can correct any wrong information, or fill any missed out fields in their request.
SDF-65287: Add the first response time for a service request while adding worklogs and notes. Normally, first response time (indicated by field Responded Date in the request form) corresponds to the time when a technician replies to a request through mail. Technicians can also choose to record the same when adding worklogs and notes to the request as well.
SDF-64036 : Add up to 50 additional fields of any type to a service request.
SDF-57703: You can now convert a service request to an incident request. This is available under the Actions tab in the Request details page.
SDF-65591 : Choose the restriction type while sending Request approval emails. This option is available in the Self-Service Portal settings.
SDF-64463 : Technicians now have the option to resend conversation details.

New in ManageEngine ServiceDesk Plus 9.2 Build 9241 (Feb 5, 2017)

New Features in 9241
SDF-38562 Option to search POs using additional fields in global search.
Issues Fixed in 9241
Work Stations:
SD-62547 A site restricted technician can view other site's VM Hosts/VM Machines in their respective list views.
SD-65306 While importing assets/workstations through CSV, exception is thrown if the owner's login name is provided for ownership.
SD-62867 Unable to copy workstation(s) which have a barcode value.
SD-63937 Hard disk details are not getting populated during the scan of Linux machines.
SD-39256 For windows machine, the Ci type is shown as 'workstation' instead of 'Windows Workstation'.
SD-63915 Unable to scan Windows 8 to Windows 10 OS machines, when the Hyper-V feature is enabled.
SD-63652 Scanning a Host does not fetch the Servicetag and IP Address of the machine.
SD-63308 Vendor name in the workstation listview is rendered blank
Assets:
SD-65307 Updating an asset with ownership details fails during CSV import if the same asset is tried for import without ownership details.
SD-64260 Able to delete entry from Unaudited Asset list view by Technicians who have no permission to delete assets.
SD-63705 Base element CI type is displayed under CI History report.
Software:
SD-65380 Allocated count gets mismatched in Software License details page.
SD-62346 Custom software type count does not get listed in "Software" dashboard.
SD-60783 Unable to enter licence key if the character is more than 100.
Contracts:
SD-63125 Unable to attach files larger than 10 MB in the contract module.
SD-62152 Wrong purchase order ID gets listed in associated asset's list view in contract edit/view page.
Purchase Order:
SD-63607 Purchase Requests' additional fields does not get displayed in E-Mail notification template.
SD-65108 After applying the service pack, Purchase Request additional fields does not displayed in the details page.
SD-64001 Previously selected "Purchase Request" roles fails to reset when clicking the "Save and Add New" button.
SD-65193 Purchase Request notification messages appear garbled in technician space notification.
SD-65279 Requester name in a Purchase Request does not get displayed under "My Approvals" in home page dashboard.
SD-64139 The last decimal number after the decimal point of the total cost in PO listview gets removed if the last decimal number is zero.
SD-64138 PO name containing a backlash '' displays the name excluding the '' in the PO List view, after saving the PO.
SD-64087 Only one Approver appears in the "Approved by" info of PO print preview in case of multi approver.
SD-63929 Over due PO link in Purchase Order Summary widget gets redirected to 'All POs' in listview.
SD-63909 'Invoice Received' and 'Payment Done' notification for the PO does not get sent even though it shows the success message.
Reports:
SD-21276 Printer "Serial Number" does not get displayed in Custom Reports.
Vulnerability:
SD-65047 Application server fails to start when the application is installed and service pack is applied with remote mysql database.
SD-62587 XSS Vulnerability issue fixed.
SD-39619 Vulnerability issue fixed.
SD-64422 XSS Vulnerability issue in Asset Group name.
SD-61836 , SD-60137 XSS Vulnerability issue with Contract fields.
Others:
SD-63445 Issue with generating random password for robo technician.
SD-62825 CI History is not handled for tracking of asset changes in the Professional edition.
SD-59121 Newly added Cost Center does not get displayed in Cost Center list view even though it is added.
SD-61664 Based on Database configuration, an option to set the LocalAuthentication password as Random or predefined, for the users added through ActiveDirectory (AD), LDAP, Dynamic user addition, users created via e-mail Requests has been provided. Make sure that the notification under Admin >> Notification Rules >> Send Self-service login details is enabled before performing the import so that LA user details will be notified to users through email.
SD-65500 Synchronizing the data of those configured additional fields failed in ME-Advanced Analytics/Zoho Reports, when the application is upgraded above the 9229 ppm
SD-65532 UI appears distorted when there is only one default template available in the application.
Behavior Changed in 9241:
After upgrade, subsequent new users added through AD / LDAP / DynamicUserAddition / users created via email will have a random password set for Local Authentication. If it needs to be changed to 'predefined' password, please contact our support for further assistance.
Entire row of the unread Request will be displayed in bold in order to differentiate between read and unread Requests. Earlier, only the title of the Request was displayed in bold.

New in ManageEngine ServiceDesk Plus 9.2 Build 9240 (Feb 5, 2017)

New in ManageEngine ServiceDesk Plus 9.2 Build 9239 (Feb 5, 2017)

New in ManageEngine ServiceDesk Plus 9.2 Build 9238 (Jan 8, 2017)

New Feature in 9237 (Released on 27 December, 2016)
SD-63274 : Support for SNMP V3 scan has been introduced.
Issues fixed in 9237
Requests:
SD-65225: Reply windows gets over-written when trying to reply multiple requests simultaneously.
SD-65190:Request page gets slowly loaded when the resource section contains lots of questions with check box options.
SD-63552:Alias mail ID does not get removed when replying from a conversation.
SD-49333:'Closed without user acknowledgment' message gets displayed in 'Request closure details' section even if the Request is closed by a Requester.
SD-63119:History gets captured wrongly as 'Note deleted' although a request is deleted.
SD-64183:Unable to update Service Request resource details via inline edit in some environments.
SD-63936:Default Request does not get listed in its Service Category in Catalog list when it is associated with a Service Category.
SD-64081:Performance optimized when there is a large number of options in pick list additional fields for a Request.
SD-59925:Unable to take approval action in some scenarios.
SD-59801:'File not found' exception occurs while downloading the attachment from Requests created via PM Tasks and when the default attachment path is changed.
SD-62983:Navigation buttons in the request details page not available in some scenarios.
SD-63611 :Page gets misaligned when requester/technician(who is not assigned to the ticket) replies to the ticket.
SD-63664 :First call resolution (FCR) during close operation causes exception in some MSSQL setups.
SD-63676 :The option "view request details" (for the tasks associated with a Request) in the task details page does not take any action upon clicking.
SD-63795 :Unable to add additional field in Service Template with special characters in the name.
SD-63902 :Survey gets sent for Open Requests as the 'Send survey' button does not check if a Request is closed or open.
SD-64054:Content gets slightly hidden on the left side when an email is sent using MS-outlook.
SD-62615 :Vulnerability in task module.
SD-63412, SD-63892, SD-64445, SD-63644:Vulnerability in Request module.
SD-64421, SD-64123, SD-64122, SD-64117, SD-64116, SD-64115, SD-64112:XSS Vulnerability issues fixed.
SD-63218, SD-64107, SD-63217 :Vulnerability in file attachments.
SD-64153, SD-60965:Vulnerability issues fixed.
Change:
SD-63448, SD-62815:The maximum number of fields restriction does not work as intended while adding additional fields in Change Template.
Projects:
SD-49934 :Project List view gets displayed instead of the last viewed model (Projects List View/Recent Update View/Gantt View) on revisiting the Project tab.
SD-64134 :Failure in Importing projects when the deleted default priorities (such as "Low" with the range from 0 to 250) are set for the projects.
SD-64415 :Failure in importing projects if the MPP files are in certain formats (Particularly "ansicpg1256").
Solutions:
SD-65289 :Unable to disable Solutions auto suggest for Technicians. This can be done by updating the column paramvalue as 'false', for the category 'ShowSuggestionsToTechnicians' of 'globalconfig' table in db.
Admin:
SD-65200:Set value and get value method does not work for resource questions when the existing CI(s) are added as values for the question.
SD-65188:Validation issue in the 'To address' field, if the SMS gateway is configured under Request details --> SMS the Technician.
SD-63388:Characters get encoded wrongly in the content of few notification templates.
SD-64312 :"content_url" returning invalid path in View All operation of the Attachment API.
SD-64454 :Rest API documentation displays only the introduction section without the other sections in Chinese and Japanese languages.
SD-65100:In custom triggers, duplicate approvals are sent to approvers who are already configured for the approval stage.
SD-64035:Performance optimized while auto saving huge size drafts
SD-64320:Exception when trying to edit "Change Request Template to" action while creating new Business Rule.
Reports:
SD-64069:Report related entries for Multi-select additional fields fails to get deleted when the actual Multi-select additional fields are deleted.
SD-63977 :Reports does not include "Not associated to any site" Requests, if Reports are generated by non SDAdmin.
Community:
SD-63863:Unable to report an issue from the community tab in a chrome browser.