Hi Users

Greetings for the day.

We did a major behavior change in our 9416 release of ServiceDesk Plus MSP. This is taken as a precautionary step of security. We request all your understanding on this and share your feedback in case if this change affects you. I request all users to post your valuable comments in this thread or contact us at sdpmsp@manageengine.com for any clarification.

As SDP MSP targets MSP users who supports different organization (companies), we are restricting the request movement from an account(site) to an another account (site) .

Hope all knows that Account in SDP MSP refers to Different Organizations (companies) who are not known to each other. Any users who configured Accounts as their Sister concerns, Group of companies , Products supported , Departments present in their organization may get affected because of this change.

I urge all users to go through the below restriction and share your valuable feedback. I also request you NOT to upgrade to the latest version in case if you are affected because of this change.

We need your detailed explanation and use case or the design on how you configured the accounts if this change affects you.

Behavior Changes as follows :

• If the requester of a ticket is an actual end user (not technician), then the new site will be associated if that site belongs to the requester’s account. Here we cannot move the request to some other account / site.
  
• If the requester of a ticket is a technician, then the new site will be associated if the current technician(Logged-in tech) has permission for that site and also if the site belongs to the technician’s account or if the site is a MSP Organization Site.
  
• When bulk editing the request, the site value will be populated based on the logged-in technician’s site, request account change operation will be carried out only if the selected site is associated to the Work order's requester(Requester/Technician).