ServiceDesk Plus pre-release notification

New Feature

Integration

Azure OpenAI Integration

• Integrate ServiceDesk Plus Cloud with Azure OpenAI to deliver enhanced support experience.
• To enable integration, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations > Azure OpenAI.
• Using Azure OpenAI,
  • Get instant answers
  • Assist technicians in generating contextual replies
  • Generate content, replies, rephrase text, and check grammar
  • Acknowledge asset receipts via mail
  • Automate request approvals
  • Generate code for custom functions
  • Generate solutions from prompts
  • Summarize the request details in Microsoft Teams chat

Language Support for ChatGPT and Azure OpenAI Integration

ChatGPT and Azure OpenAI integration is now supported for all languages

February 18, 2025

Enhancements

Setup

Space Module Enhancements

Room Booking Settings

Administrators can configure settings to schedule and manage room bookings from the Room Booking tab introduced under Setup > Customization > Space Management:

• Configure settings to limit the room booking duration, set the advance booking period, and specify the interval time between bookings.
• Select approvers and decide if requesters can book rooms.
• Choose to log service requests when a booking is created. You can select the template to be used and choose a time to create the service request.

Space Management Customization Enhancements

• Administrators can configure default values for fields added to campus type, structure type, and floor room types.

Room Booking Section

• Booking section is introduced under the Spaces module. Technicians can create bookings using the booking form and track the details from this section.

• The Availability Calendar in the Booking section helps technicians track various bookings visually from a digital calendar.

• Room bookings can also be created from the Quick Actions menu.

Space Module Enhancements

• While adding or editing bookings, the Booking section is introduced to collect booking related details.

• The Associations tab in space details page now lists associated incident and service requests under individual tables.

• The History tab for Rooms & Spaces lists booking history under a sub-tab.

Room Booking Widget

Administrator can configure a room booking widgets in the Self-Service Portal from Setup > General Settings > Requester Portal > Requester Portal Customization. This widget will allow requesters to create room bookings instantly from the Home page of their Self-Service Portal.

Space Module Enhancements in Requests Module

• In incident requests, technicians can attach and detach room bookings from the right pane of details page.

• In service requests, technicians can create, attach, and detach room bookings from the right pane of the details page.

Problem Enhancements

Problem Template

• Problem templates can now be limited to specific technician groups from the Additional Settings tab is introduced in problem templates. This restriction will not apply to SDAdmins.
• If no group is selected, the problem template will be accessible to all technician groups.
• The accessibility changes are applicable only for newly created problem requests. Existing problems will be accessible to all problem technicians. However, technicians cannot copy existing problems whose template is limited to selected technician groups if they are not a part of the technician groups.
• Administrators can select up to 25 technician groups while limiting the problem template accessibility. To increase the limit to 50, customers can contact our support team.
• Additional Settings tab will not be available in the default problem template.

Problem Triggers

• Administrators can configure problem trigger criteria based on the Resend notifications for Email responses sub-entity.

Problem Life Cycle

• The $CurrentUser variable is introduced in transition criteria for problem life cycles. Administrators can select this variable to configure problem life cycle transitions based on whether the current logged-in user is assigned as the technician, requester, or in any user lookup additional fields of the problem template.

• Problem Users scope is introduced for before transition.
• The Problem Owner and Group Members sub-entities under Group scope are now moved to Problem Users scope

Problem Closure Rules

• Administrators can configure Technician field as a mandatory field in problem closure rules under Setup > Automation > Closure Rules.

Problem Details Page

• Asset icon is displayed for associated assets in the problem details page. Technicians can dissociate assets instantly using the icon.
• The asset icon will not be displayed, and assets will be listed as comma-separated values in the following scenarios:
  • Problems where the logged in user does not have edit permissions
  • The logged in user does not have access to the Assets module
  • Trashed problems

Note: The above changes are now introduced in release details page as well.

• The color coding for Status and Priority field values is now displayed on the problem details page in addition to the right pane.

Problem History

• Problem history now records the type of conversation operation performed and its details.
• Detailed history will be reflected only on upcoming problem conversation history entries.

Row Color Settings

Define color codes for the maintenance list view or template view using the % icon. The row color is applied based on Status, Priority, and Category.

UI Enhancements

• The color indicator for Problem Users is changed from purple to dark green across the Problems module for easier recognition.

Generate Solutions via ChatGPT Integration

Auto-generate solution articles using ChatGPT. Technicians can provide a summary of the issue, and ChatGPT will generate a solution with a title, description, and keywords that can be copied to the New/Edit Solution forms. The generated solution can be modified in length and tone, if needed.

To enable the feature, administrators can select Solution Generator feature while configuring ChatGPT integration under Setup > Apps & Add-ons > Integrations.

After the feature is enabled, technicians can generate solutions using the Solution Generator option in the solution list view or the New/Edit Solution forms:

Deluge Editor Interface Enhancement

The Code Generator button used to generate code for custom functions using ChatGPT is now repositioned above the Deluge editor interface.

Release Template Enhancements

• Customize the layout of the Release details page under the Details tab of a Release template.

• Add sections and additional fields to different stages of the Release. Changes made in the Release template will be reflected in the Release Details tab.

• Template attachments are now supported for releases.

• New closure rule (Details) is introduced for Release custom stages and Closure stage.

Orgrole Multiple User Association

• You can now assign multiple users to organization roles. To do this, enable Associate Multiple Users in the Add or Edit form for organization role. Note that you cannot associate multiple users with the Reporting Manager and Department Head roles.

• View organization roles associated with the user under Setup > Users & Permissions > Users. Click the Gear icon beside the user and select View Org-Role Associations.

• Generate custom reports for organization roles by using the Organization Role Associations option under Reports > New Custom Report. Please note that the queries used previously are no longer supported.

Behavior Changes

API Changes

Orgrole information in entities (such as site, region, etc) will now be stored in an array format instead of an object.

Recommended: Update existing custom scripts and custom functions to the array format.

• Existing format: {"site" : {"id" : 9389244773993, "name" : Base Site , "orgroles" : {"udf_ref11" : {"id" : 3439849849898}}}}
• New format: {"site" : {"id" : 9389244773993, "name" : Base Site , "orgroles" : {"mref_udf_ref11" : [{"id" : 3439849849898}]}}}

Note: udf_ref11/mref_udf_ref11 refers to orgroles.

Task Schedule End Reminder

• Notify the task owner just before the task ends.
• You can set up this reminder by adding the Notify Before Schedule End field to the task template.

• Set the notification time from the add/edit task form or the task details page.

• Notifications are sent only if the task is in the in-progress status.
• A new notification template, Notify Before Schedule End is added under Setup > Automation > Notification Rules > Task.

Behaviour Change

The Notify me before schedule start field is renamed as Notify Before Schedule Start.

Request Enhancements

Automate Approval

• Configure automatic approvals that are based on users. Currently, automatic approvals are applicable only when the requester is also the approver. Using this feature, you can enable auto approvals for various roles and specific users.
• To do this, go to Setup > General Settings > Approval Settings and enable the Automatically approve if approver is option.

• You can also use custom settings in approval actions for adding specific roles and users.

The notification rule Notify automated approval actions when the requester is configured as an approver is now modified to Notify user when automated approval criteria are matched. Approvers configured in the approval settings will be notified when their approvals are auto-approved.

Requests

• Copy request properties (such as request ID, URL, and meta data) from the request details page. Meta data includes information such as Request ID, Subject, Requester Name, Created Date, and URL.
• To do this, click the Copy icon beside Request ID and select the required action.

• Request properties are categorized under Request in the Select columns to display section on the custom reports configuration page for request notes.

• Service level agreements (SLAs) can now be displayed in the request list view. To enable this, select SLA in the column chooser.

• You can now configure subfields as criteria in Service Level Agreements, Life Cycles, Triggers, Trigger Sub-entities, Abort Timer under Custom Actions, Custom Menus, Survey Settings, and Survey Rules. Fields that support subfields are listed below:

Group	Category	Urgency
Subcategory	Template	Impact
Item	Level	Mode
Service Category	Priority	Request Type
Department	CIs	Status
Life Cycle	Workflow	Site


• The following fields are now supported as criteria under Service Level Agreements, Triggers, Triggers for Request Sub-entities, Timers, Life Cycles, Custom Menus, Survey Settings, or Survey Rules.

Field Names	Supported Features
Additional fields	(Supports 'between' and 'not between' operators for date/time fields) SLAs, Triggers for Request Sub-entities, Timers, Life Cycles, Custom Menus ('between' and 'not between' operators for date/time fields are not supported) Survey Settings, Survey Rules
Assets.Name, Assets.Site	SLAs, Triggers, Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Approval Status, Approval Status.Name	SLAs
Assigned Time	Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Cancelation Requested	SLAs, Triggers, Triggers for Request Sub-entities, Timers, Life Cycles, Custom Menus
Closure Info.Closing Comments, Closure Info.Closure Code, Closure Info.Closure Comments, Closure Info. Requester Acknowledged Resolution	Triggers, Triggers for Request Sub-entities (except Approvals), Timers, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Completed Time	Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Created By, Created By.Department, Created By.Email, Created By.Employee ID, Created By.Is Technician, Created by.Job Title, Created by. VIP User	SLAs, Triggers, Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Created Date	SLAs, Triggers for Request Sub-entities
Description	SLAs
Editor	Service SLAs, Survey Settings, Survey Rules
Editor.Department, Editor.Email	Service SLAs, Triggers, Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Editor.Employee ID, Editor.VIP User	Service SLAs, Custom Menus, Survey Settings, Survey Rules
Editor.Is Technician, Editor.Job Title	Service SLAs, Triggers, Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Emails to Notify	SLAs
First Response Overdue Status	SLAs, Triggers, Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Group.Sender's Email	SLAs, Triggers, Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Has Change Initiated Request, Has Change Caused By Request, Has Linked Requests, Has Notes, Has Project, Has Problem (Applicable only for incident SLA), Has Purchase Orders (Applicable only for service SLAs)	SLAs, Triggers, Triggers for Request Sub-entities, Timers, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Impact Details	SLAs, Triggers, Triggers for Request Sub-entities, Timers, Custom Menus
Is Escalated	Triggers, Triggers for Request Sub-entities, Timers, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Is Maintenance	SLAs, Triggers for Request Sub-entities
Is Service Request	Timers, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Life Cycle, Life Cycle.Name	SLAs, Triggers, Triggers for Request Sub-entities, Timers, Custom Menus, Survey Settings, Survey Rules
Linked to Request.Comments	SLAs, Triggers, Triggers for Request Sub-entities, Timers, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Mode	SLAs
On Behalf Of User.Department, On Behalf Of User.Email, On Behalf Of User.Job Title, On Behalf Of User.Is Technician (not applicable for custom menus)	SLAs, Triggers, Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
On Hold Scheduler.Change To Status, On Hold Schedule.Comments (not applicable for timers), On Hold Schedule. Scheduled Time	SLAs, Triggers, Triggers for Request Sub-entities, Timers, Life Cycles, Custom Menus
Overdue Status	SLAs, Triggers, Triggers for Request Sub-entities, Timers, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Reopened	Triggers, Triggers for Request Sub-entities, Timers
Requester.Employee ID	Custom Menus, Survey Settings, Survey Rules
Requester.Is Technician, Requester.Job Title	SLAs, Triggers, Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Resolution	SLAs, Triggers, Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Resolved Time	Triggers for Request Sub-entities, Life Cycles, Custom Menus
Responded Time	Life Cycles, Custom Menus, Survey Settings, Survey Rules
Scheduled Start Time, Scheduled End Time	SLAs, Triggers for Request Sub-entities, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Service Category	SLAs
Site	Service SLAs - All sites will be listed. Incident SLAs - Only referring sites will be listed.
SLA, SLA.Name	Triggers, Life Cycles
SLA Change Comments	SLAs, Triggers, Timers
Status	SLAs (All completed statuses are not supported)
Status Change Comments	SLAs, Triggers, Timers
Status.In Progress, Status.Stop Timer	Triggers, Triggers for Request Sub-entities, Timers, Custom Menus
Subject	SLAs
Technician	SLAs, Life Cycles
Technician.Cost Per Hour, Technician.Department, Technician.Email, Technician.Job title	SLAs, Triggers, Triggers for Request Sub-entities, Timers, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Technician.Employee ID	SLAs, Life Cycles, Survey Settings, Survey Rules
Template.Assign technician only to an approved service request	Service SLAs, Triggers, Triggers for Request Sub-entities, Custom Menus, Survey Settings, Survey Rules
Template.Name	SLAs, Triggers, Triggers for Request Sub-entities, Custom Menus, Survey Settings, Survey Rules
UnReplied Count	SLAs, Triggers, Triggers for Request Sub-entities, Timers, Life Cycles, Custom Menus, Survey Settings, Survey Rules
Update Reason	SLAs, Triggers, Timers,

Custom Script for Releases

• Use Custom Scripts to dynamically modify the release form based on user input.

• A collection of sample custom scripts for release forms can be imported.

Form Rules enhancement

Use Form Rules to show or hide custom widgets in the right pane of a release add/edit form.

Zoho Flow Action Integration

Use Zoho Flow actions, an easy to use, no code solution, to extend the capabilities of triggers and workflows in ServiceDesk Plus Cloud to perform various actions in other applications.

Custom Script for Problems

• Use Custom Scripts to dynamically modify the problem form based on user input.

• A collection of sample custom scripts for problem forms can be imported.

Form Rules enhancement

Use Form Rules to show or hide custom widgets in the right pane of a problem add/edit form.

Behaviour Changes

• The Cancellation Requested field is removed from the Business Rules criteria.

Issue Fix

• Timers that match the abort criteria are now associated with the request, change, or problem and aborted. These operations are recorded in history.