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ServiceDesk Plus 7.5

ITIL Ready Help Desk Software with Asset Management

These product roadmaps provide an overview of what is coming in the future releases of ServiceDesk Plus - the complete, ITIL Ready, help desk and asset management software solution, with tentative release. schedules. If you would like to see a new feature or vote on suggested features in future releases of ServiceDesk Plus, make sure to visit http://roadmap.manageengine.com/sdp

Note: This is only a tentative schedule. The implementation of the feature set may vary based on internal priorities and time.


( Last Updated : 23rd June 2009 )Release 7.6  (Tentative by 3rd Quarter, 2009)

Fine Grained Authorization [ FGA ]

Ability to configure whether a technician is allowed to perform a specific task in a request or not. Some of the operations for which it will be available in the initial cut are
  • Adding Requester
  • Reopening a request
  • Resolving a request
  • Closing a Request
  • Adding a new product
  • Assigning Technician
  • Merging of Request
  • Deleting Notes
  • Deleting WorkLog
  • Modifying Due By Time

Data Archiving

With Data Archiving one can now archive old requests based on certain criteris like created date, completed date etc...
  • Option to schedule data archiving.
  • Provision to specify exeptions while archiving.
  • Support to view archived data

Mobile Client

Mobile Client support for users who need to access SDP via iphone and other PDA's. The client will have support for the following actions
  • View 'My Pending', 'All Pending' and 'All Requests'
  • Support for adding a resolution and closing the request
  • Support for adding Worklog
  • Support for assigning requests to technicians

Other Enhancements

  • NTLM v2 support for pass through authentication
  • Request Module
    • Customizable print preview
    • For technician login, option to list "Request Pending My Approval" in the request list view.
    • Templates for replying a request
    • Templates for resolving a request
    • Support for Multi-lingual survey
    • First Response based SLA - Option to specify a first response time for a given SLA along with support for 1st level escalation
  • Asset Module
    • Fetching software from Mac machine.
    • Support for scanning multi processor information in linux machine.
    • Acknowledge option provided for Remote Desktop Access.
    • Option to enable Remote Desktop Access for all Workstation in Self Service Portal.
  • Problem/Change Module
    • Marking of a problem as Known Error is made configurable.
    • Option to specify a change type as pre-approved.
    • Problem/Change raised on an asset is displayed in the "Request" tab of the Asset details page.
  • Software Licensing
    • Support for Client Access License (CAL) and Volume based Software licensing.
    • Additional fields for Software license.
  • Tasks Enhancements
    • Ordering of tasks
    • Groups support in tasks
    • Specifying the dependant tasks for a given task
    • Support for creating Tasks template.
  • Notification Rules Enhancements
    • Notification will not be sent to logged in technicians. Say for instance, a technician picks up a request then a notification will not be sent to the technician. Similarly, for notifications like "Alert the following technicians by email when a new request is created", notification will not be sent to the logged in technician if he is included in the notify list.
  • Business Rule Enhancements
    • Option to send mail when a rule matches.
    • Option to continue with the next business rule even after a successful match.
    • Option to apply the Business rule on editing the request also
    • Option to mark a Business Rule as inactive.
    • Option to override the values with the ones in Business rules on successfull match
  • Email parser
    • Ability to parse incoming mails (on enabling E-mail Parser under Mail Server Settings configuration) to set various request fields (like category, level, mode, priority,..)
  • API enhancements : Supports http form submission based API for Site, Requesters, Sites, Technicians, Assets.

( Last Updated : 16th Feb 2009 )Release 8.0

Service Catalog

This module enables IT Administrators to create, maintain and monitor Service Catalog.

  • Support for creating various Service items for the catalogue.
  • Support for automatic redirection for approval when a service is requested.
  • Support for additional fields similar to requests.

Others

  • CMDB
  • Password reset tool
  • Enhanced Technician Calendar
  • Agent-based scanning
  • Change WorkFlow
  • Web-based APIs for Requests and Assets
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