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README

Important: for Windows Users:

We have changed the Target to start the ServiceDesk Plus server in
"Windows Start menu -> Programs -> ManageEngine ServiceDesk Plus -> ServiceDesk Server" and ServiceDesk Plus Desktop shortcut icon. This needs to be done by users who have upgraded from any of earlier builds (from 4.0, 5.0,5010 & below) to ServiceDesk Plus 5.5(5500 & above). This can be changed as follows

Right click 'ServiceDesk Server' option and choose the Properties option.
Change the value in Target field from
"{ServiceDesk_home}\jre\bin\javaw.exe -Dproduct.home=. -cp ..\lib\startupclasses.jar;..\server\default\lib\SDUtils.jar com.adventnet.start.ProductStarter StartServiceDeskService ..\server\default\conf\TrayIconInfo.xml"
to
"{ServiceDesk_home}\bin\startSDP.bat" where {ServiceDesk_home} is the ServiceDesk Plus installation directory which will be typically like C:\AdventNet\ME\ServiceDesk directory.
Click "Apply", followed by "OK" button.

The step 1 to 3 has to be repeated for the ServiceDesk Plus desktop icon.

Issues fixed in Hotfix- Build 5507:

'This week' graph in global view not displayed properly has been fixed.

Issues fixed in Hotfix- Build 5506:

Closed requests are not opened when a reply is received from requester is fixed.
Columns are not shown properly in "new request" form is fixed.
Add solution button is not displayed in the New Solution's page when the language selected is French has been fixed.
The mail body does not contain line break if user clicks "Toggle HTML Source" button (i.e. plain text format) and enters line feed while composing mail is fixed.
In Japanese, "From" and "To" in Conversation view means other words is fixed.

Issues fixed in Hotfix- Build 5504:

Navigation component added for Business rules in Admin screen.
Email fetching getting stopped when there are any issues in loading mail headers is fixed.
Email fetching getting stopped when setting delete flag for the processed mail is fixed.
Request History is added for request when the request is reopened through email thread.
Issue of closed request getting opened even if email conversation is blocked by email filter is fixed.
Javascript error when trying to customize SMS template is fixed.
Error thrown when generating reports with column names containing double quotes (") is fixed.
Error thrown in certain query reports when executing queries with order by is fixed.
Data is not fetched properly when report filter value contains comma (,) is fixed.

Issues fixed in Hotfix- Build 5503:

Exception thrown during next page refresh when resolution is added and the request is closed is fixed.
Email fetching getting stopped when trying to process inline image without extension is fixed.
Mail notifications are not sent with proper technician and group information is fixed.
Mail notifications sent from ServiceDesk Plus contains HTML contents. This issue is fixed.
In some cases, Request is allowed to be submitted even when mandatory fields are not filled is fixed.
In Reports, requests are shown as overdue even if they have not exceeded due by time is fixed.
Issue of unable to merge requests is fixed.
In Internet Explorer browser, $RequestLink is not properly decoded when mail notifications are sent from ServiceDesk Plus is fixed.
In Reports, column header name is getting truncated is fixed.
Issue of image not getting exported in xls format of reports is fixed.
In Reports, column width for title, description is increased.
In Reports, issue of data getting truncated is fixed.
Title of Reports can be edited. Earlier once set, title of reports cannot be changed.
Reports are not getting generated when not able to load the organization logo is fixed.
Boolean variable is always shown as 'true' is reports is fixed to show the actual value (true or false).
Issue of unable to navigate through contracts list view when there are more than 25 contracts is fixed.
While creating new (or editing) report, can generate report at any stage instead of need to navigate completely through report wizard.
In some cases, exception is thrown when viewing survey details. This is fixed.
Unable to import requesters when there are more than 6 user defined fields of 'Text' type is fixed.
Purchase Order approval information is shown in Purchase order print preview form.
Spam filter (for mail) is invoked even when request is filed through web form is fixed. Spam filter will be invoked only for requests generated through email.
Unable to notify requesters with apostrophe in their email id is fixed.
In requests list view, Completed Date column is not shown for some users (technicain or requesters) is fixed. Now completed date column can be selected from column chooser.
In Merge requests page, 'My Closed Requests' shows all requests is fixed to show only 'my closed requests'.

Issues fixed in Hotfix- Build 5501:

Issue of time spent entries are not shown after upgrade is fixed.
Stack overflow error when setting date (to next year or previous year) in Asset details page, workstation edit page is fixed.
Email notifications are not sent to technicians when request is assigned to Group / Technician from 'Assign' option in request details page is fixed.
Announcements can be added, deleted without technician permission is fixed.
Javascript error thrown when typing the character 'z' from request description field in Internet Explorer browser is fixed.
Issue of 'My Open and Unassigned' request view shows 'Onhold' requests is fixed.
Technician without edit request permission is allowed to close the request from 'Request Resolution' page is fixed.
Unable to reply some requests from Mozilla Firefox browser is fixed.
Preventive maintenance requests (scheduled requests) are not scheduled properly for monthly schedule is fixed.

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New features in Minor Release- Build 5500:

Enhanced reporting module
Ability to export reports to excel, csv, pdf formats
Scheduling of reports and email the report in pdf format
Ability to directly query the database and to generate reports
Support to create private reports which will not be shown to others
Reports on Contract, Purchase modules
Advanced matrix reports where grouping based on multiple columns can be done.
Https support
Support to schedule request generation (pre-emptive maintenance schedule)
Request form customization (mandatory fields, fields to be hidden from requesters)
Ability to handle out of office mails, bounced mails (Spam filter, notification filter)

Enhancements in Minor Release- Build 5500:

Survey list view
Email attachments size increased to 10 MB (from 3MB)
Support to forward solutions
In request details, support for showing inline images of Email as it is (instead of showing them as attachments)
Forwarded requests are added as conversations in 'Notification History'
When merging requests notes, conversations, time spent entry of the merged request will be moved to parent request
Support to view request history of merged request.
Support to add followup task to requests
Completed Date column include in request list view column chooser
Configuration to notify technicians where there is any problem in ServiceDesk email fetching functionality
Request list view performance enhancement

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Issues fixed in Minor Release- Build 5500:

When started in non-english OS, part of the application is shown in locale language and part in english is fixed.
Email auto completion is not properly working. This is fixed.
Contact number, department details are not getting filled when requester is selected through auto completion is fixed.
Confirmation dialog is added up on deleting notes in request
After successfully sending emails, the pop up window closes by itself
Request count is not proper on clicking Technician / Requester with comma in their name from Global View is fixed.
Links in request details page is shown in blue color (due to style in received emails) is fixed
On editing request, unable to remove workstation association from request is fixed.
Overdue request count for technicians are not shown correctly in Home Global view is fixed.
Products supplied by the vendor are listed in alphabetical order in creating Purchase Order.
Negative price adjustment is supported in Purchase Order.
Asset list view entries are listed in alphabetical order.
Warranty exprity date is added in Asset details page.

Points to be noted from earlier versions(between 5500 and other older builds)

Queues in earlier builds has been renamed as Groups. When 'Group' is set to request, only Technicians in the 'Group' can be assigned to the request.
Actions provided on the right hand side of the request details page have been moved as menus at the top
Link to 'Free Answers' web page in Solution module has been removed.
Custom reports generated in earlier version, might not be completely transformed. Need to revisit the custom reports and generate new reports in such cases.
Newly added keys might not get localised into locale languagues. A patch for the same will be supplied soon.

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Issues Fixed in Hotfix - Build 5010:

Unable to start server in certain localised versions of ServiceDesk Plus in 5009 build.
When Technician name is added with comma (,), clicking the link from Home Global view will not fetch proper results. This issue is fixed.
When Technician name contains non English characters, clicking the link from Home Global view will not fetch results. This issue is fixed.

Issues Fixed in Service Pack - Build 5009:

The solution search has been enhanced to show more appropriate results.
"Announcement" header was not shown in the requester login. This is fixed.
The inability to send emails when the email suffix id contains more than 3 characters (for eg : abc@abc.info) is fixed.
The issue of Purchase Order total cost is not properly recalculated when order items are deleted is fixed.
Issue of unable to start timer or close request when request is in 'On Hold' state and operational hours is set with 24 hours is fixed.
Error while generating custom matrix reports using user defined fields in x or y axis is fixed.
Unable to disassociate queue from the request is fixed. Now when 'NONE' is choosen from 'Assign Queue' option, queue will be deassociated from request.
Unable to set Request status to 'Open' when status is set as 'OnHold' during request creation through business rule is fixed.

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ServiceDesk Plus has been localized in the following languages:

Chinese
French
German
Japanese
Spanish
Swedish
Portuguese

Current Limitations:

Inability to login with non-english username and password
On importing users from Active Directory, the non-english usernames and other fields will appear as junk characters.
In Reports, the "Export to PDF" link will display only chinese and japanese characters in the PDF files. The other characters might not be displayed.
Import from CSV containing non-english headers supports only file with encoding set as "UTF-8"
Major portion of the application has been localised and remaining portion is currently being localised.
Only english mode of calendar is supported.

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Issues Fixed in HotFix - Build 5008:

Issue of CPU shooting to 100 % when Request tab is clicked is fixed. This fix also tunes the performance of Request list view.
Last mail checked time (to fetch emails) is displayed in 'Mail server settings' page. This will be helpful to check the availability of mail processing unit.
Issue of Requesters able to view other request (request not raised by them) details by changing request id in the URL is fixed.
CreatedDate shown twice in request reports based on Created Date is fixed.
Tool top of delete icon of notes in request details page is set to show proper text.

Issues Fixed in HotFix - Build 5007:

Performance of Request, Workstation, Requester list views tuned.
Queue is allowed to be selected as a display column in Request list view.
Issue of unable to restore data in 5006 build is fixed. In this build (5007), backup data of builds 5005, 5006, and 5007 can be restored
Issue of unable to apply hotfix SP6 in non UI mode is fixed. Now in non-UI mode the option to take backup data is obtained from console as y/n option.

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Features added in Service Pack 5:

Notification when non existing requester name is used in New Request form. When you type the requester name in the requester field, the requester names that are matching the text you are entering in the field are listed. If the requester name is not available in the list, then on request submission a confirmation dialog opens before adding the requester name.
Option to exclude technicians from being displayed in the requester list in the Requester Look up. This option has been provided under the General Settings in the Admin tab.
All the notification dialogs now have a directory look up tab for the TO and CC fields.
Technicians can now view requests that are assigned to them as well as unassigned requests from a single request list view.
Status and department fields are included in the custom report filter, column choosing sections
User defined fields, technician field can now be included in the notification templates.
Option to take back of existing data before applying patch is provided. We recommend to take data back up before applying patches.

Issues Fixed in Service Pack 5:

The jumping of request ID when the ServiceDesk Plus server was restarted everytime was now fixed.
Displaying all the available phone numbers of the requester in the requester details dialog.
When Cancel is choosen in edit of request, quick create is getting populated with the request details. This has been fixed.
When a request is assigned to both a queue and a technician, it is visible only under the technicians request view and not under the queue view. This has been fixed.
The edit view shows HTML tags in the description field. This has now been fixed. It will now show the HTML area where you can format the content.
When requester name is too lengthy, it was not being displayed in the requester lookup window due to which the requester could not be selected. This has now been fixed.
Contracts are now sorted based on expiry date.
When the notes or reply icon is clicked from the request list view, it now takes the control to the respective section (Notes / Conversation).
The $RequestID, $ProductID that are a part of the notification templates are now made as html links by default.
Attachments in request are not added when forwarding request is fixed.
Request quick create form is completely removed from Requester login forms
Domain names are added during every start of the server even though they are deleted earlier is fixed.
Issue of Requests whose due by time is not set, are marked as overdue requests is fixed.

Issues Fixed in Hotfix - Build 5004

Mails with HTML formatting sent from ServiceDesk Plus are not displayed properly in external mail clients. This has been fixed.
Mails containing HTML tags had issues in getting converted as Requests which has now been fixed.
DueByTime gets changed, while updating the request without any modifications. This is now fixed.
Time Spent on request works out wrongly when no stop/start timer action was performed. This issue has been fixed.
It is now possible to define Business Rules with multiple criteria for Sender, To, CC, Title, & Description.
When the email id contains ._-@ as continous alphabets in the mail id, the page shows "Invalid e-mail". This issue has been fixed.
The technician names are now arranged in alphabetical order in the new request form and edit request form.
In Search requester, once we do a sorting or naviagte to the next page or search a user using spot search, the user's name is not populated in the input field of the new request form. This is now fixed.
Queue detail not getting cleared when assigned from request list view, but cleared when assigned from request details page. This issue has been fixed to retain the queue info when technician is assigned from details page.
Created Date criteria in Advanced Filter is not properly applied on saved custom report is fixed.
In completed reports while sorting based on groups (say category), sorting is now being done based on count and not in alphabetical order.
Class cast exception when ordering report using user defined field has been fixed.
Null pointer exception in viewing saved custom report, when 'is not' is choosen in Advanced Filter is fixed.
The quick create form has been removed from the requester login.
Issue of login information not being sent to requester as an email when login is created even though the Notify
Requester on Self-service login info check box is enabled has been fixed.
The problem of not being able to close a request in On hold status has been fixed.
Task containing ' (single Quote) throws exception when updated. This has been fixed.
User Defined Fields are now available as the list view headers and can be used while customizing the list view table for Request, Inventory, and Requester.
Technician list now has all the features, such as sort, search, etc. similar to the requester list.
When the request title had a single quote in its entry, then it was not possible to add the time spent entry. This issue has been fixed.
Semi-colon is now supported as a separator for email IDs in the notification forms.
Request On Hold goes in a loop, while request is put on hold across a year and creates large data in RequestOnHold table. This has now been fixed.
When changing the requester name, the associated department was not being replaced in the request details. This has been fixed.
Changing the status of a request using Business Rule was not working. Now it has been fixed.
While starting the server as service, it is not binding it on the given port at the specified ip address. This issue has been fixed.

Issues Fixed in Service Pack 3

When a new user sends a request through an e-mail, the user account will be created, but the request sent will be dropped for the very first time. This problem has been fixed.
The problem in creating new custom reports and editing an already created custom report has been fixed.
The user defined PO# will now be shown in the Purchase Order reports.
Javascript error that is seen while clicking Copy to resolution has been fixed.
Pending Requests link from the home page will take to My Pending Requests, instead of taking to My Open Requests.
The problem in handling huge volume of data, while backing up has been fixed.
The problem in viewing the application in Firefox 1.5 has been fixed.
Applying license at runtime did not update the license details. This has been fixed.
The error The pre invocation class returns a constant which is not supported in the update manager has been fixed.
The time spent caculation did not take into account the holidays inbetween when it was put on hold. This has been fixed.
The pick list items for additional fields have been changed to display alphabetically.
The mail fetching stopped when the login ID matched the from email ID. This has been fixed.
The mail fetching getting stopped when contact id is null. This has been fixed.
Link pointing to survey, in the mail sent to requester for taking up the survery was not shown as hyperlink. This has been fixed.
Private domains are obtained so that they are not shown in the login screen.
Exception in importing assets from csv file when no user defined field is defined. This has been fixed.
When SMTP Authentication is enabled, technicians without admin privileges cannot send e-mail. This has been fixed.
Encrypting/Decrupting the login Password in browser cookie. This has been fixed.
Only 1000 Computers/Requesters are imported from Active Directory. This has been fixed.
The time stamp for outgoing mail server was not being set. This has been fixed.
In Global View, the Request Inbound graph will take a long time to be generated because of the query used. This has been rectified.
When the description of the request contains ' and >, then the description is shown in the subject part and the entire title column in the list view gets extended. This has been fixed.
Refresh of Request List view has been made user based.
The state of the view selected in the Home Page (My View / Global View) will be maintained per user basis.
Issue of reports of this week created a report for one year. This issue has been fixed.
Included pending requests, my pending requests in request list view.
The home page request count (for requester) states open and closed, indicate only open and closed respectively.
The requests in other status were not accounted for. This has been fixed.

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