ManageEngine ServiceDesk Plus 5.5 ReadMe 

Welcome to ManageEngine ServiceDesk Plus 5.5 ReadMe document. ServiceDesk Plus is an easy-to-use, web-based  help desk and asset tracking software that improves productivity and efficiency of your help desk, while also lowering IT costs and administrative expenses.

About ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus enables you to manage an increase in help desk service requests without increasing staff count. It automates help desk and service processes, enabling your staff, to be more efficient. Customers and IT staff can easily access ServiceDesk Plus through an Internet browser, when and where they need to. ServiceDesk Plus enables to store and retrieve information related to enterprise IT assets. ServiceDesk Plus also provides wholistic view of reports and graphs on help desk requests, procured and utilization of assets which will help to plan the future needs of the organization.

This ReadMe is divided into the following sections:

1. Release Features and Enhancements
2. Bug Fixes
3. Installation and Setup
4. Known Issues & Limitations
5. Contact Information

1.0 Release Features and Enhancements

ManageEngine ServiceDesk Plus 5.5 release includes the following features:

General Features

• 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. Execute the file changeWebServerPort.bat/sh at command prompt as shown below :
      changeWebServerPort.bat/sh <port number> <https> Example : changeWebServerPort.bat 8080 https
• 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)
  

Feature Enhancements

• 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
  
• Support to notify technicians where there is any problem in ServiceDesk email fetching functionality
• Request list view performance enhancement
  

ManageEngine ServiceDesk Plus 5.5 release includes the following bug fixes over release 5.0 Service pack and hotfixes:

• 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.

Detailed installation instructions and setup information can be found in the Installation and Getting started section of Admin guide.

• Newly added text might not get localised into locale languagues.  A patch for the same will be supplied soon.
  

For any queries or product-related support, contact us at support@servicedeskplus.com

For more information on the ManageEngine suite, visit http://www.manageengine.com/