New features  in this service pack:

• Support for MSSQL backend database.&nbsfp; Execute changeDBServer.bat script from <servicedesk_home>/bin directory to configure mssql database
• Tasks can be added to requests and different owners can be assigned for different tasks.  This will help to handle requests with multiple workorders
• Role for Reports - Technicians can be given permission for Reports module without having administrative privilege
• Predefined Templates for requests - A configurable template to submit requests quickly with complete details
• Custom views : Ability to create user defined filter criteria for viewing requests
• Support for approval process for Requests
• Ability to configure mandatory fields while closing a request
• Support to edit multiple requests
• Support to save reply to request as draft and to send it for review
• Spell check utility in request reply
• Scheduled requester import from Active Directory - You will have an option here to choose the fields to import from AD
• Ability to disable requesters from editing their details in Self Service Portal
• Editing request, requester information from request details page itself
• Support to add new requester from request module, apart from adding from Admin module
• Support for inline images in solutions
• Category - Sub Category - Item hierarchy : A three level drill down for the category, which will populate the respective sub-categories on choosing a category and the respective items on choosing a sub-category
• Keep me Signed in - an option in the login page, which when enabled once, will directly take to the home page without the overhead of logging in again, unless the password is not changed

Enhancements in this service pack:

• Department Head Role - A role which can be assigned to requesters which enables them to view the requests raised by other users from the same department
• Ability to notify technicians before the SLA for the request is violated
• Ability to customize SLA violation notification email
• Support to customize the Survey emails sent to requesters
• Add / Edit / View Notes added Requests from the Requests list view page.  Also support for editing Notes is included
• An option to add resolution while adding the request.  Also time spent entry can be provided when adding resolution to the request
• Support to merge multiple requests from requests list view page itself
• Option to choose the actual working date and time while adding Time Entries to Requests
• Option to send Email notification as soon as an announcement is posted
• Purchase approval role for approving / rejecting Purchase Orders
• Attachments made to contracts can be edited

Issues fixed in this service pack:

• Assets associated with Purchase order loose association when the Asset Name is changed is fixed
• Department names are not listed in alphabetical order when a requester is added is fixed
• User info getting added as a requester even when a request is dropped in spam filter is fixed
• Ability to search contract based on contract id
• Request URL is not proper in the email notifications received is fixed
• Request getting added again when page refresh is done just after adding a new request is fixed
• Scan schedules are not saved properly is fixed
• Users list is not populated occasionally when allocating owner to asset is fixed
• Issue of new request getting created when a reply is made for thread acknowledgement is fixed
• Default values are not set when request are generated from Quick create is fixed
• Workstations are getting duplicated during scanning (due to IP address change) is fixed

Points to be noted from earlier versions :

• Existing 'My Tasks' section has been named as 'Reminders' and moved below the header tabs.  Requests sub tasks are shown in Home page 'My Tasks' section.  Here after Tasks will refer workorders for Requests
• Customer satisfaction survey email can be customized.  On applying the patch customer survey will be disabled and needs to be enabled with proper data for Email content in Survey settings.
• Category - Sub category - Item hierarchy is introduced and restricted to three levels only.  Currently existing categories in fourth and other levels will be moved as Items (third level).  Business rules and SLAs will also be updated based on this.  We recommend to review the changes correct it manually in case of any issues in migration.

Known issues and limitation :

• Newly added text might not get localised into locale languagues.  A patch for the same will be supplied soon
• During Active Directory import, OU names containing '/' or ',' will not be listed for import and javascript error will be thrown
• In MSSQL database in case of any issues while performing an operation, error messages to the client will not be proper.  This will be fixed in our subsequent patch.
• In Mysql database, search of descritpion field in request is case sensitive (other fields are case insensitive).  This will be fixed in out next patch.
• Internet Explorer 7.0 is not a supported browser for now and will be supported in future releases
• Survey reports will not work in MSSQL database.  This will be fixed in subsequent patch.

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