Enhancements in 7514 (Released on :22 October, 2009)

Enhancements in this ServicePack :

• Caching enabled for default and referred site data like BusniessRules, ServiceLevelAgreement(SLA),Operational Hours, Holidays and Timezones.
  Following Performance Intensive operations can be turned off based on a configuration in the Globalconfig table entry.
• SD-22839: Refresh Timer in Request List View page.
• SD-22840: "Recent Items" view in the Request view.
• SD-22841: "All Request" filter in the Request List View filters.
  
  By default all the fields (Recent Items / All Request filter / Refresh Timer ) are enabled. Based on your requirement, this can be disabled on the Globalconfig table entries, which requires a restart of servicedesk plus service.
  Behavior Change
  Search , Sort option for the column "Request Template" in the Request List View has been removed.
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Issues Fixed in this ServicePack

• SD-22962 : On spot editing the request, site field leads to empty list.
• SD-21884: Description content is getting removed while creating request through certain mail client like kerio, etc...

Enhancements in 7513 (Released on :1 October, 2009)

Issues Fixed in this Service Pack

• SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as "Not in Any Site"

Enhancements in 7512 (Released on :16 September, 2009)

• SDF-21920: Support for SMTPS outgoing mails in ServiceDesk Plus.

Issues Fixed in 7512

• SD-21509: Based on the confirmation from the user who performs the change in template for a request, all the field values (except Subject and Description) based on the modified template will be updated. If not confirmed by the user, will populate the empty fields of the request with the modified templates values(except Subject and Description)
• SD-14395: Upon importing the requester information through CSV import, additional fields not more than 6 fields will not be updated.
• SD-21636: NullPointerException upon importing the standalone audit scan information through xml, in which the software do not have name associated to it.
• SD-21755: NullPointerException in AssetLease Notifications and will not be sent.

Issues Fixed in 7510 (Internally Released on :18-August-2009)

• SD-21864: Vulnerability issue in ServiceDeskPlus login. If pass through authentication is enabled, by manipulating login parameters (using tools like Firebug), user can login even with invalid password. This issue has been fixed.

Issues Fixed in 7509 (Released on :17-July-2009)

• SD-15434,SD-20979 - NullPointer Exception upon performing request bulk edit, if no site is configured in the system.
• SD-20971 - PreventiveMaintanence tasks are not generated when scheduled but created when manually run. Upon enabling the Notification for the new PM task creation, there is a notification mail saying PM task is generated but clicking on the link would say "Request does not fall under your scope. Hence you are not authorized to view the same". as the Scheduled Request is not getting added.
• SD-14937,SD-14934 - Searching the asset / workstation is slow and takes more time and lead to 100% CPU usage.
• SD-21095 - After upgrade to 7507, few requester are unable to see one or more fields when creating new request through new request creation form.
• SD-13827 - Upon performing the Active Directory (AD)  import, latest selection of the Organizational Units (OU) will not be retained.
• SD-15530 - If Organizational Units (OU) name contains square bracket,Organizational Units get deselected even after importing users from that Organizational Units in mssql.
• SD-15517 - Incorrect error message is shown while saving the mail server details for POPS, IMAPS, if there is no trusted / self-signed certificate is applied. Now the failure error message is changed to provide a  meaningful message.
• SD-15307, SD-20688 - Formatting of request description / resolution and solution (e.g. Bold/Italic/Underline /background colour) is not being saved.
• SD-14854 - Problem in scanning the VMWare's virtual machines, it will overwrite the scanned information with the last scanned machine information because the MAC Address of the secondary and/or the tertiary NICs are the same for all servers in the VMWare box, though the primary NICs are different. Based on a configuration entry added into the Globalconfig table, it will add the scan information even through it shares the same MAC address.
• SD-14177 - Criteria for the columns in the Custom filters gets removed upon editing and saving the custom filter more than once. Say, we have a custom filter added with "AND" criteria, with two columns and say "Subject" and "Requester" and then edit the same and click save, we could see the criteria gets changed. And again edit the custom filter we could see that the criteria gets removed.
• SD-15392 - If a request template name contains an "&" in it , template name gets truncated.
• SD-14944 - Priority name displayed twice in the request list view, if the priority name exceeds 20 characters.
• SD-15391 - UDF field containing "id" as sub-string, is not getting saved in the request template.
• SD-20600,SD-15271- Improper error message while deleting / closing a request.
• SD-15509, SD-21077 - Upon closing the problem will make the solution content displays with html tags.
• SD-14531 - Change the status of the asset by clicking the asset state link will not get reflect in the list view, by using asset search (left side). After the change is applied, the list view page is not getting refreshed.
• SD-14397 - Requester allowed to view reverting back to "Show only their own requests"(default) in requester details when AD Import.
• SD-21139 - While creating new request through Quick Create / through new Request Form, and upon clicking the "Save" / "Add request" button, some times, duplicate request are getting created because of the user do not know whether the request is getting added or not. To avoid this, "Add Request" button under web-form and "Save" button under Quick Creation will be inactive when click on the button once, until the form submission is done completely.
• SD-21134,SD-14927- NullPointer Exception while performing workstation import through CSV, if we give user and department alone without site field.

Issues Fixed in 7508 (Released on :05-June-2009)

• SD-20692 : NullPointer Exception upon clicking the Request approval link and subsequently unable to approve the request.
• SD-20601 : Upon editing a request and changing the template, request fields value gets populated only for the empty fields.
• SD-20663 : NullPointer Exception upon clicking the "select resources for this contract link" while creating a new contract or editing an existing contract in MSSQL.

Enhancements in 7507 (Released on :18-May-2009)

• TaskTemplate: A new feature which enables technicians to handle repeated tasks easily.
• Multi Lingual Survey: A new feature which enables user to answer the survey in any of the languages supported by SDP.
• Support for POPS IMAPS.
• List view page of solutions module has been enhanced.
• Site Inclusion in Request Template
  • Providing an option to select the Site field in the Request Template. (In the existing version , site field is non-editable)
  • Group field population will be based on the Site selection and Technician field population will be based on the Site and Group selection.
  • When a requester/technician create a request using a request template, if the request template carries site name against the site field, it will avoid overwriting of the site field with the site name to which the requester belongs to.
  • If a technician raise a request on behalf a requester using a request template and if site specified in the request template is different from his site, a message will be shown as “Request added Successfully with RequestId:ReqId. But this request does not fall under your permitted scope. So you are not authorized to view this request”.
  • A requester can also raise a request using a request template and Site specified in the request template which is different from his site.

Issues fixed in 7507

• SD-14885 - SDP crashes when scanning workstation.
• SD-14805 — Active Directory import is taking too long to populate the OU if more number of OUs are present.
• SD-13788 — Issue with AD Import for Windows 2008 server- upon selecting the domain, OU's are enumerated correctly but not getting imported successfully
• SD-15144 — Error converting a string into a date time value error, and because of which CPU raised to 100% in non-english locale mssql has been fixed.
• SD-14884 - NullPointer exception occurs while scanning machines in which oracle is installed.
• SD-14694 - Domains that are listed based on login name in login page should be case insensitive.
• SD-14843 - After migration to 7504,business rules stop processing because of the caching.
• SD-14867 - When a site is having "Refer" for operational hour/ holidays,copy or custom for other related settings and upon associating technician to a group under that site will save fine for the first time and editing the technician and saving subsequently will throw error.
• SD-14534 - Embedded images are broken when forwarding the closed request.
• SD-14881 - Reply for request from the actions menu did not set the group sender name.
• SD-14830 - Asset notification sent to wrong user.
• SD-14862, SD-14857 - While trying to update an already closed request,it shows the message " FAILURE :Request(s) closure failed".
• SD-14844 - Issue in displaying values in group field when creating new request in requester login when the requester belongs to a custom site — FireFox Issue.
• SD-14882 - Removed HTML tag content in the request description and resolution while adding new request through email / webform and generating report.
• SD-14379 - Requester additional fields not displayed in the request details page.
• SD-14787 - Request closing rules fails when request additional fields contains capital letters.
• SD-14672 - In request template, unable to view more than 25 tasks, now we have added the next / previous button to navigate.
• SD-14912 - Value of date additional fields is not getting displayed in Request Details page.
• SD-14903 - Sorting order of the technicians is not maintained when assigning technician for a request from request details page.
• SD-14788 - Unable to customize the logo in survey page.
• SD-14740 - Link to the associated request is not working when viewing the details from the notification mail for the task.
• SD-14959 - In IE, line feed caused double spacing hence SHIFT+ENTER was used to avoid the same.
• SD-13833 - When editing Solutions, unable to add attachment with same name.
• SD-14671 - In Problem List view, Incident Count Column is not shown for more than 10 problems.
• SD-14893 - In Change list view, Problem Count Column is not shown for more for than 10 changes.
• SD-14441 - When Survey is sent manually through the actions menu , the alias URL is using the IP address .
• SD-14380 - Preventive Maintenance task editing did not populate the Group and Site information
• SD-14941 - If the user modifies the default change type and migrate to 7.5 then the original default change types are getting populated again.
• SD-14371 - Following time zones are included in Personalize option
  • Sri Jayawardenepura
  • Ekaterinburg
  • Harare, Pretoria
  • Cairo
  • West Central Africa
  • Mid-Atlantic
  • Brasilia
  • Buenos Aires, Georgetown
  • Greenland
  • Central America
  • International Date Line West
• SD-14901 - Norwegian language characters are garbled in Request module.
• SD-14873 - Exception thrown in recent items when request subject is PurchaseOrder.
• SD-14705 - Unable to delete more than 500 assets from assets list view.
• SD-14889 - Reduced the duration of taking backup time in mysql.
• SD-14382,SD-14382 - Floating message box upon mouse over of the report list view did not close upon mouse-out.
• LDAP Issues:
  • SD-14846 - Department is not fetched from Novell eDirectory and OpenLDAP servers.
  • SD-14845 - When the same user is imported from AD as well as LDAP server, users will not be able to login.
  • SD-14827,SD-13971- User's login name stored as firstname when importing form LDAP servers.
  • SD-14666 - Login issue when importing users from Novell eDirectory and OpenLDAP servers.
  • SD-14139 — When LDAP Authentication is enabled, login screen is blank.
  • SD-14828 — Telephone number not added/updated when users are imported from LDAP(AD,OpenLDAP,Novell).
  • SD-13971 - When importing users from LDAP the login name is added as requester name instead of the display name.
• SD-14907 - Vendor name is showing wrong in Swedish language under asset details.
• SD-14768 - Changing the Date filter value from "During" to "From To" option in default reports will have empty report when the report is sent through mail.
• SD-14539 - Issue with reports , showing duplicate entry for workstations while filtering by software type.
• SD-14911 - Previous/ Next operation over the generated reports throws error when requester/technician details are modified simultaneously.
• SD-14913 - When multiple reports are scheduled at same time, concurrent access exception is thrown and hence report creation fails.
• SD-14044 - In Reports, Survey Module, only Rating is present which is a non-numerical value due to which rating is not allowed in column summary.Hence adding a new field in reports, rating value which is a numerical value of rating.
• SD-14917 - Included a new link “Road Map” in support tab.
• SD-14932 - Included a new link “Known Issues” in support tab.
• SD-14918 - Included latest and current build information in support tab similar to what we have in 'About' link.

Issue fixed in 7506 (Released on : 12-Mar-2009)

• SD-14689 - For the below languages some of the non-english characters are shown garbled.

  a. German

  b. Italian

  c. Hebrew

  d. Norwegian

  e. Polish

  f. Serbian

  g. Swedish

  h. Turkish

  i. Vietnamese

• SD-14706 - Problem in adding a new request through "New Request form" by specifying the user associated with an asset, and there is no site configured in the system.

Enhancements in 7505

• Refer Option for the Site.

  Refer default settings does not copy the default settings to every site (site base configuration), instead the default settings are referred to the site. Hence any modifications made by the administrator under default settings, such as, adding / modifying a Group, Holiday, Business Rule, SLA etc., will get applied to the sites with refer default settings enabled.

• Enhanced Copy Option for the Site.

  Copy default settings help you to maintain separate configurations for your sites, and if there is any slight changes made under default settings then, the same gets pushed to the sites provided the previous states of default setting and site configuration is the same. But any minor changes made in the site based configurations of a site is exclusively for the particular site.

• API is exposed in order to add request into ServiceDesk Plus. 

  API can be used to receive (and share) data with other applications. As initial cut, we are supporting to create, update, delete requests, add notes to request and to get request details through Http form submission. ie. user can create a new request through web form submission (other than the new request form supported by SDP client). Similarly user can perform update request, delete request, adding notes to request through http form submission (either through browser client or program).

Issues fixed in 7505  

• SD-14225, SD-14258, SD-14269 — While clicking a particular request / change / problem from the list view it shows the details of another.
• SD-14292 — OutofMemory Error while performing workstation scanning.
• SD-11568 — Group unpick notification mail is sent irrespective of operational hours.
• SD-14185 — Description field cannot be made as mandatory field in request template.
• SD-14189 — Resolution field is not included in Request Template.
• SD-13610 — In reports, html tags like   < > & are shown for description fields across all modules.
• SD-14191 — Upon changing request template, request field values are not populated based on the corresponding template values.
• SD-14232 — Under Home tab, in global view total count of open requests is shown along with some text.
• SD-13977 — In MSSQL, Site name is shown in Survey page instead of Organization name.
• SD-14270 — In French Language, unable to do usage relationship after associating assets through connection relationship.
• SD-14039 — In Business rule after adding category, subcategory if again category is added it gets appended to both category and subcategory criteria.
• SD-14034 — Unable to download file attachment from notification in Request Approval page.
• SD-14097 — In Purchase Order print view, terms and remarks fields are not aligned.
• SD-14272 — In Reports for request module unable to set overdue status criteria in filter.
• SD-14030, SD-14031 — In IE7, while editing the default report, Audit History Report by Time line, Audit History Report by Changes has two radio buttons selected.
• SD-14144 - In scheduled report, no page break in PDF format report.
• SD-14298 — While saving report, reports are not saved in corresponding folders.
• SD-14119 — In Chinese Language, font size is very small.
• SD-14223 — Existing Daily Scheduled Preventive Maintenance (PM) Task stops executing after every month ends. There is no need for the user to edit and save the Daily PM task for subsequent functioning.
• SD-14306 — While restoring the data, check for server running goes infinite times if webserver port is listening and servicedesk application is down.
• SD-14430 — In MSSQL, Unable to edit and scan the workstation, if  product type of  the workstation contains square brackets.
• SD-14409 — In Request Additional fields, if one of the pick list values contains “&”  while saving the additional fields , it throws XML parsing exception.
• SD-14410 — While removing item field from Request Template, when subcategory field has some value the following issues occur,

a.    Description Tool bar is not displayed.
b.    No default values for the fields below the item field and mandatory condition is set.
c.    On Drag and Drop the fields the ghost will not go and the field is not removed from left panel.
d.   While adding  a new field from Request Template page, Add new field pop-up page will not close.

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• SD-14413 — Spell Check error retains in request description field after saving the request.
• SD-14299 — While creating a new request for the requester name with non-english character, Asset Owned by User is not displayed in search asset icon.
• SD-14300 — In request bulk edit operation, upon changing the default fields, additional fields like singleline, multiline,numeric fields get reset to null values, and picklist reset to -1.
• SD-14372 — While adding / editing the custom filter completed time is shown with criteria “NaN- NaN -NaN” . In order to make the custom filter functional, edit and remove the criteria with NAN, and save.
• SD-14536 - Requesters reply for a request in non-english language are not added to the conversation.

Enhancements in 7504

• SD-14042 - Requester can reply for the conversations from the requester login.

Issues fixed in 7504 :

• SD-11561 - Group email id is not sent in the reply email sent from ServiceDeskPlus after first conversation instead, the email id configured in the outgoing mail server is getting set.
• SD-14022 - Group emails are not getting threaded for the replies and getting added as a new request
• SD-14082 - After upgrading to 7500, we have couple of problems in applying Business Rules / SLA.
  • Columns matching multiple criteria's are changed from OR to AND. Say, if we have configured Category is "printer" or "switch" or "router" is gets changed to Category is "printer" and "switch" and "router" after migrating to 7500. This issue is getting fixed in this hotfix.
  • If we have a BusinessRules / SLA with match Criteria's configured as "Match ANY of the following (OR)" is getting changed to "Match ALL of the following (AND)". Say, if we have configured Category is "printer" OR Priority is "High" is gets changed to Category is "printer" AND Priority is "High" after migrating to 7500. To resolve this issue, we request you to revisit Business Rules / SLA and configure accordingly.
• SD-13962 - If signature contains single quote('),submit for approval window is not getting loaded properly and java script error is thrown.
• SD-14010 - In the new request form, after filling the requester name (who is associated with an asset) in russian language, asset field remains blank. If the requester is filled based on English name, asset field is getting filled automatically.
• SD-14015 - Business rules not applied for the requests raised through email when the user have some default values and made some actions for that fields the action won't be triggered.
• SD-13993 - Unable to associate a site for a requester who is not associated to any site but this requester was associated with assets which has the location field filled to it.
• SD-14016 - Java Script error while editing the group having &(ampersand) in the group name.
• SD-13913 : Unknown publisher error while invoking the "Remote control" option for workstations and server.
• SD-13907 - UDF fields containing "id" string not getting saved in Request template.
• SD-14055 - Site column in Request list view is not available in Professional /Standard Edition but available in Enterprise Edition
• SD-13902 - Daily PreventiveMaintanence task is not working properly upon moving from one month to another.
• SD-13901 - When we have more than 10 PreventiveMaintanence tasks, and the first one is monthly/weekly, if we are trying to edit the first PreventiveMaintanence task , ArrayIndexOutOfBounds Exception occurs.
• SD-14013 - In some cases for requester login, data in request details page is shown as 'Not Assigned' even when there is data. But Technician can able to view that data.
• SD-14012 - Under Flash Reports, Manage Folders link on the left hand side goes blank.
• SD-13955 - Under Flash Reports, links on the left hand side like New Query report, New Custom Report , New Scheduled Report goes blank.
• SD-13956 - When creating a flash report using "from" "to" option,Clicking on count shows empty page.
• SD-13892 - When selecting custom dates, the report is fetched for a date that is 1 day less than the selected one, i.e if 20th Dec is selected as to-date, then data till 19th Dec alone will be displayed.
• SD-13899 - The selected columns are rearranged while editing a custom report.

Issues fixed in 7503 :

• SD-13974 : Unable to perform AD import / AD import stops and freezes half way.
• SD-13976 : Error while saving the request form customizer and subsequently not getting saved.

Issues fixed in 7502 :

• SD-13868 : Whenever AD import happens, the site and group details of a technician are lost.
• SD-13860 : When editing an already created request custom filter, the values in select criteria is displayed as junk.i.e Page source is displayed.
• SD-12968 : Components relationship association should be retained with asset on setting the asset to 'In Repair' status.
• SD-13846 : Multi-line udf field has its default value missing when it has new-line chars also a javascript error is thrown and the field moves to the left panel instead of on canvas.
• SD-13828 : When adding a custom field in the template wizard, saving fails if the label has a question mark in it If you click on "save and configure requester", then click on the technician tab, it throws a javascript error.
• SD-13829 : In the template wizard, when the "show to requester" box is un-checked, the "save and configure requester" button is available. If you check the box, the button disappears.
• SD-13897 : After clearing the cookies, keep me signed in is not working for the manually added user.
• SD-13888 : Unable to logging into servicedesk again through SSO once the user login and logout.It requires the browser to be closed and opened again.
• SD-13893 : In flash report, merged requests are also listed in the list view.
• SD-13891 : Merged open requests count is also accounted in the request count shown in the technician availability chart.
• SD-13894 : Issue while taking a backup and restoring across database has issues like slashes not getting stored properly.
• SD-13865 : 'Version number' for softwares could not be seen in the list view after moving to 7.5.
• SD-13855 : When I add an holiday and save the date that appears is shown less one day.
• SD-13853 : When you have the Lease Expiry field on the asset list pages that field should be shown as a date, instead it is shown as a number.
• SD-13850 : When adding fields in to a custom report the list box on the left-hand side gets shrinked after each field is added. This eventually results in user not being able to choose fields from the left-hand side list box.
• SD-13849 : After upgrading to version 7.5 we are getting the word 'ACME' appearing at the top right-hand side of each report.
• SD-13845 : When a single quote is part of a signature, then when replying to a request, the screen will not be loaded properly.
• SD-13843 : When clicking on Personalize getting an exception like 'Duplicate entry while trying to insert data' for table AaaUserProfile.
• SD-13896 : Unable to file requests from OPManager and AppManager to ServiceDeskPlus because of the login problem. It requires the domain name to be passed along with the login name and password.

Issues fixed in 7501 :

• SD-13800 : A Technician with SDAdmin permission will be able to delete himself from the system. If this happens and when no other admin is present, then it becomes a problem. This has been restricted.
• SD-13821 : When a technician selects 'Open Requests' in the filter in list view, clicks on a request and then adds a resolution and changes the status from the resolution page, then an error saying, "The request does not fall under your scope" appears.
• SD-13820 : The model of a workstation is listed in the listview, displayed in the details page but when trying to edit, the model dropdown is empty
• SD-13808 : Unable to drag and drop the fields in template configuration when a request additional field of type pick list has some values with single quote in it.
• SD-13822 : Unable to drag and drop in template screen when 'Description' field had been made mandatory in 7022.
• SD-13823 : The error message "FAILURE :One of the value of the Asset which is mandatory is set as NULL. Hence cannot update this asset" appears while editing or adding and asset.
• SD-13825 : After upgrading to 7.5 all the Additional Asset date fields that are not filled defaults to 1970 while editing an asset.
• SD-13824 : Priorities that are created before migrating to 7.5 could not be edited. Nothing happens when clicking on the priority name in the admin section.
• SD-13818 : Javascript exception when trying to edit a group in admin section.

New features in ServiceDesk Plus 7.5 (7500) :

Multi Site Support :

Ability to configure multiple sites for a single organization. In the initial cut, this support will be available in

Custom Request Forms :

• Ability to create custom forms for each request template.(Eg. A new hire form can be created to include fields like "OS", "Seating Location"etc.A software purchase request form will have fields like "Version", "Vendor", "Number of Copies" etc.).
• Ability to hide certain fields from the technician view also.
• Form Layout Customization.

Scheduler :

• A Calendar view for technician indicating the request, task, change and problem count on each day.
• Ability to create new tasks, reminders and mark unavailability from the calendar
• Technician Availability Chart - A chart indicating whether a technician is available on a given date or not.

Enhanced My Preference Section :

• Select personalized Date / Time format.
• Select Time Zone.
• Ability to have personalized signatures

Other Enhancements :

• Performance and Memory enhancements.
• Helpdesk Enhancements
  • Support for closing associated requests on closing a problem.
  • Support for recurring holidays.
  • Drill down reports on requests.
  • Color code indication for requests based on priority.
• LDAP support
  • LDAP based authentication
  • Option for importing users from LDAP
• Remote Desktop sharing option
• Distributed workstation scan: AssetExplorer will help you scan assets distributed across multiple sites. Install AssetExplorer in your remote sites where you want to scan assets. When scanning is complete, you will be able to export the data from the remote AssetExplorer server in the site and import it in your central ServiceDesk Plus Server.
• Inventory Enancements
  • Support for Mac os scanning
  • Enhanced import workstations from CSV file.
  • Support for fetching inventory details of Printers, Routers and Switches.
  • WMI Logon Scripts to push the Hardware and software inventory into ServiceDeskPlus Server. This could be used to scan workstations which are in and out of the network frequently.
  • Workstation - Server classfication - Servers can be classified separately from workstations.
  • Stand alone workstation audit i.e., provision to scan workstations not in network, copy the inventory data and import it in to ServiceDesk Plus server.
  • Scan for Windows service packs and hotfixes.
  • Scan for software in Linux workstations.
  • Site based roles for assets. ie the logged in technician should be able to view only the assets in his site.
  • Additional fields for contracts
• Enhanced Solution Module
  • Support for solution approval
  • Solutions list view

Need help ?

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