ServiceDesk Plus pre-release notification

Analytics Charts in Ask Zia

• Ask Zia now generates charts for analytical queries, making it easy to visualize trends, compare grouped data, and understand aggregated information.
• Note: This feature is available to technicians who have permission to access the relevant modules.

Claude Integration

• ServiceDesk Plus Cloud now supports Claude (Anthropic) as an AI provider for Cluster Analysis, Ask Zia (conversational bot), and GenAI Features for improved performance.
• To enable the integration, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations > Claude.

New Variables for Request Email Notifications

Request email notifications now support the following variables:

• Updated Request Properties
  • Use ${updated_properties} to display the previous and new values of updated request fields in the following notifications:
    • Notify the requester when their request is updated
    • Notify requester when a request is updated by editor
    • Notify technician when a requester edits the request
    • Notify technician when the request is updated by the editor
    • Notify group members when a request associated with the group is updated
    • Request notifications under Custom Actions
• Resource Summary
  • Include resource details with or without cost in service request approval notifications and custom request notifications using:
    • ${ResourceSummaryWithCost}
    • ${ResourceSummaryWithoutCost}
  • Note: Resource details are displayed when the email is sent in Rich Text format, which can be configured under Notification Rules.
• Cancellation Comments
  • Include comments provided when a technician approves or rejects a request cancellation raised by a requester:
    • ${cancelation_approval_comments}: Displays the comments added for approving a cancellation request raised by a requester in the following notifications:
      • Notify requester when their request is cancelled
      • Select technicians to notify when a request is cancelled
    • ${cancelflag_rejection_comments}: Displays the comments added when rejecting the cancellation request raised by the requester in the following notification:
      • Notify requester when a flag raised is cancelled

Ask Zia Enhancements

Invoke Zia Agents Directly from Ask Zia

• You can now invoke configured Zia Agents directly from Ask Zia without switching tabs. Ask Zia detects the matching agent for your query and invokes it within the same conversation, giving you unified access to both Ask Zia and custom agent capabilities.

User-Based Connection Authentication for Zia Agents

• You can now run Zia Agents using your own credentials.
• Configure Agent Identity as User or Shared Admin under Setup > Agents > Custom Agents to determine whose credentials are used to authenticate the agent's connection.

Feedback Support For Disliked AskZia Responses

You can now share your feedback when you dislike Ask Zia chat responses.

Ask Zia Feedback Trend on Zia Dashboard

In Zia Dashboard, you can now view the total number of liked and disliked Ask Zia chat responses by using the Ask Zia Feedback widget.

Enhanced Workflow Routing with Criteria-Based Switch

• The Switch node in workflows now supports criteria-based configuration besides field-based configuration.
• Using criteria-based configuration, you can define multiple switch options, each with one or more conditions, within a single node. Switch options can be reordered to define their evaluation order.
• To configure a criteria-based switch, drag the Switch node into the editor, select Criteria, provide a name, and define the required options and conditions.
• During workflow execution, the Switch node evaluates options in the defined order and follows the path of the first matching option.

• Criteria-based switches simplify the configuration of complex workflow logic by allowing multiple conditions to be grouped within a single node. The following screenshots compare workflows configured by using multiple If nodes and a criteria-based switch node.

Highlight the Executed Path

• Workflow execution now highlights the executed path and fades out the remaining nodes and connectors for better clarity. To use this feature, enable Highlight Executed Path on the workflow execution page.

Sync Change Schedules to Office 365 Calendar

• Synchronize change schedules from ServiceDesk Plus Cloud to Office 365 Calendar.
• When synced, events are automatically created in Office 365 Calendar based on the scheduled start and end time of changes.

Note: This applies only when the change owner is an Outlook user.

• To enable this feature, go to Admin > Apps & Add-ons > Integrations > Office 365 Calendar > Configure and select Changes to Office 365 Calendar.

Probes & Discovery Enhancements

New Scan Settings

• The following settings are now introduced under Setup > Probes & Discovery > Settings > General Settings.

Settings	Description
Overdue Scan Settings	Configure this setting to automatically delete assets or update their state if they have not been scanned for a specified period.
Create custom product types during SNMP discovery	If product types are not preconfigured for SNMP devices, you can enable this option. During discovery, product types will be created automatically and the corresponding devices will be added in the Assets module under new product types. If this option is disabled, product types will not be created, and devices will not be added or synced.
Create monitor details as assets for computers	When enabled, a custom Monitor product type will be created automatically and monitor details of scanned computers will be added as distinct assets under that product type. The monitors are also associated as components under the Relationship tab on the corresponding computer details page.

Sync Change Schedules to Office 365 Calendar

• Synchronize change schedules from ServiceDesk Plus Cloud to Office 365 Calendar.
• When synced, events are automatically created in Office 365 Calendar based on the scheduled start and end time of changes.

Note: This applies only when the change owner is an Outlook user.

• To enable this feature, go to Admin > Apps & Add-ons > Integrations > Office 365 Calendar > Configure and select Changes to Office 365 Calendar.

Export Scan Summary

• You can now export the latest scan summary of Network Scan and Domain Scan as XLS, XLSX, and CSV files.

Reset Probe

• Reset probes of assets with modified state/configurations by using the Reset Probes option in the Actions menu under Setup > Probes & Discovery > Probe.

Scan Security Information

• For Windows computer assets, security component details such as BitLocker, Antivirus, Firewall, and Trusted Platform Module (TPM), are now scanned and recorded under the Security tab on the corresponding asset details page.

• The TPM details are also recorded under the Hardware tab on the asset details page.

Asset Audit - All Sites

• You can now select All Sites in the Site Configuration step of an Asset Audit, instead of configuring each site separately. This applies the audit to every site at once, and technician access can still be restricted per site using Allowed Technicians.