Major Behavior change Update - 9416 release - SDP MSP

Major Behavior change Update - 9416 release - SDP MSP

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 :

Bulk association of sites in request will work only under the following cases:

You cannot bulk select the requests from the request list view and change the Site details.
  • 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).

You can contact our support at  sdpmsp@manageengine.com for any assistance. 

Following is the support policy of ServiceDesk Plus MSP :

  • Product support will be offered only for builds that are one year old. To continue receiving support, you will have to move to the latest version of ServiceDesk Plus MSP.
  • Service packs released will be applicable only over the latest available build of ServiceDesk Plus MSP.
  • We stopped MYSQL Database support.
  • Mobile client (MC) is not supported.

We are stopping support for builds/version less than 9.4 (Build - 9400). Hence we request our users to upgrade their instance to get further support.

Why upgrade?

By upgrading to the latest version, you get access to the new features that help improve your help desk performance and enhance IT service delivery. With every release, existing bugs are fixed, thus reducing the number of issues or breakdowns you experience with ServiceDesk Plus MSP.


Thanks for your continuous support

Santhosh
Head Of Quality Assurance and Helpdesk
ManageEngine ServiceDesk Plus MSP Team
Direct Support Number :+1-408-352-9131


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