ServiceDesk Plus

    Product Roadmap

    This page provides an overview of what is coming in the future releases of ServiceDesk Plus MSP.

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

    If you would like to see something added into our plans, please head here.

     
    Planning
    • Account
    • Account onboarding. Present step by step process to create Account and get it ready for hosting.
    • Mandate some fields while create/update an Account
    • Account details
    • Print Account details.
    • Home
    • Ability to show default technicians alone while choosing All accounts / sites in Scheduler page under Groups option.
    • Changes
    • Account based Change notification.
    • Restricting the addition of CAB members to only change managers & The change owners can only be assigned to certain users.
    • Conflicts/Collision Detection
    • Display collision/conflicts in the Change Details page when two changes have common CIs and contain overlaps in their schedules.
    • Change Workflow based Stage / Status Listing
    • Ability to list only the stage and status configured in change workflow
    • Problems
    • Move Problem from one Account to another.
    • Business Rules
    • Configure business rules to automate various actions for problem requests.
    • Field and Form Rules
    • Define field and form rules to be executed when Problem Requests are loaded, edited, and submitted.
    • SLA
    • Configure SLAs,mark SLA violation, and escalate on SLA violation.
    • Problem Life Cycle
    • Configure the sequence of statuses a problem request must go through, along with actions for each status change.
    • Projects
    • 'All in Associated Accounts' role option to be provided in Projects similar to Requests.
    • Move Projects from one account to another.
    • Link projects to improve efficiency.
    • Customer onboarding workflow via project template.
    • Feature to restrict the "Available Users List" under projects.
    • UI Enhancements
    • New icons for edit and create actions.
    • Project Collaboration
    • Send emails from inside the project. Conversations, comments, and other project collaborations collected together under a tab.
    • Solutions
    • Additional Fields
    • Capture different types of information into the knowledge base by using additional fields.
    • Group-specific Solutions
    • Add solutions that are accessible only to a specific group.
    • Insert Solutions in Reply Template
    • In the reply template, add relevant solutions to the user.
    • Assets
    • Asset Booking
    • Asset Scan in mobile app
    • Alerts
    • Be notified of under-licensed software, overwritten machines, and the like.
    • Audit
    • Periodically assess the status of your assets. Check if the procured assets are available, list the missing assets, and inventory assets that must be acquired.
    • asset
    • Asset History Revamp
    • Reports
    • Reports Should be made import ready.
    • Integrations
    • Service Now Integration.
    • CISCO Integration.
    • DB Trigger - Option to write custom trigger criteria and script based on tables.
    • DB Trigger - Option to write custom trigger criteria and script based on tables.
    • UEM
    • UEM product integration support
    • Dashboard Enhancements
    • Custom script to generate data.
    • YoY QoQ Comparison widgets.
    • personalization
    • Personalize Site or group filters by view based.
    • Time Sheet
    • Time sheet Enhancements
    • Add Work Log from Time sheet details page.
    • Criteria based auto approval.
    • Mobile and SMS notifications.
    • Approval and Submission Comments.
    • Export Time sheet.
    • Highlight Holidays and Leaves in details page.
    • Activities
    • Track to-do items, events and meetings.
    • Maps
    • Feature Request to support Chinese based MAPS App Integration like with BAIDU MAPS and/or AMAPs.
    • Admin
    • Account Manager
    • Ability for an Account Manager to edit of his account's requesters details.
    • User Search
    • Enhancement Search users by defining custom criteria
    • Notification
    • Add account manager and point of contact roles for problem notifications
    • Billing
    • Units based Billing.
    • Include service catalog charges in Billing.
    • Ability to copy account contract for other accounts.
    • Ability to approve worklog and approved worklogs should be considered for Billing.
    • Roles for Billing.
    • Project Billing.
    • Requests
    • Feature request to assign requests to the technicians based on the geographic locations.
    • Follow Requests.
    • Assign read-only permission to the technicians with whom requests are shared.
    • Action Matrix
    • Based on ticket status and role permissions, restrict specific user actions under a ticket.
    • Based on ticket status and role permissions, restrict specific user actions under a ticket.
    • Service Catalog
    • Creating dependent requests for service request through templates.
    • Business Rules
    • Assign to site option under Business rule "Actions".
    • Request Custom Filter
    • Enhanced criteria section with $My_groups, $Today, and $This_Week place holders.
    • Related Workflow
    • Creating dependent requests for service request through templates.
    • Job Sheet Enhancements
    • Customizable Work Log format.
    • Work log Additional Cost Items.
    • Notes as template variable.
    • Work Logs
    • Consolidated Work Log List View.
    • Admin
    • Events Schedule and manage events.
    • E-Mail
    • Separate outgoing mail server for sending common notifications
    • Purchases
    • Purchase Order Form Customization
    • Customize, mandate fields, remove, and reorder fields.
    • Purchase Order Conversations
    • Collate all system-generated notifications and all replies under the purchase order.
    • Purchase Order Custom Triggers
    • Configure custom control when a purchase order is added, updated, or deleted.
    • Support Return of PO
    • Support item return within PO
    • PO Workflow
    • Define the sequence of steps that a purchase order must follow to be processed.
    • Quote Management
    • Enable Quote field in PO/PR to include quotes from various vendors.
    • Puchases
    • Site-based Purchase Order Scoping
    • Allow technicians to view purchase orders only from their sites
    • Asset Contract
    • Site scoping for asset contracts
    • Allow technicians to view asset contracts only for their sites
    • Billng
    • Ability to associate contracts for existing Requests
    • Dashboard
    • Dashboard
    • Customizable Graph & Table Request widgets in Dashboard
    UI Design
    • Billing
    • Ability to provide Custom messages in Bills
    • Billing across modules for Problem & Change.
    • Ability to bill Request Task Work logs
    • Account
    • Account specific signatures.
    • Account Info -> Show Asset contracts.
    • Ability to show Account specific attribute created in Account info page.
    • Ability to choose Domain Name in Account list page
    • Account details Enhancements
    • Include billing details, Integration with other product links.
    • Ability to show the requester details when we click on the Number of Requester(s) under the Account details page.
    • ADMIN
    • Revamp Organization details in Admin tab using Account Tab UI.
    • Projects
    • Indexing Milestone, Milestone Template, Task Template
    • Agile Methodology
    • Implement projects that are aligned to changing business needs by incorporating iterative feedback from cross-functional teams and their customers or end-users.
    • Configure Sprints and schedule time-bound tasks under each module.
    • Provide better visibility of project through dashboards and KPI charts.
    • Drag and drop canvas for Gantt view and resource management charts
    • Assets
    • Cloud software license management - Office 365
    • Identify unused subscriptions.
    • Automatic Categorizing of Managed Software Type
    • Unidentified software will be automatically categorized as managed software based on database information.
    • Maps
    • Maps Enhancements
    • Ability to call/sms technician from Maps UI.
    • Ability to show site address if we click on the site icon in maps.
    • Admin
    • Factor in the technician shift timings and assign requests based on their shifts.
    • Requests
    • SLA Escalation Timesheets.
    • Gamification
    • Break the monotony of the every day and motivate technicians to enjoy their work.
    • Modify Requests
    • Auto-fill email IDs to notify requesters.
    • Module-level Administrative Roles
    • Add module-level administrative roles (like SDHelpdeskAdmin, SDAssetAdmin).
    • Additional Fields
    • Ability to include all types of incident/service catalog additional fields under SLAs conditions.
    • Service Templates
    • Map resources across templates
    • Chat Enhancements
    • Integration with other chat tools, such as Telegram, Slack, and Zoho Cliq.
    • Changes
    • Change Freeze Date
    • Mark out a freeze window (period/interval) when no changes can be scheduled due to high business hours or holidays
    • Tasks in Change Template
    • Add implementation tasks to the change template.
    • Release Management
    • Release Template
    • Mandate Roles in Release Template
    Implementation
    • Assets
    • Assets in mobile app
    • Cloud software license management - Office 365
    • Fetch subscriptions, licenses, and user information from MS Office 365.
    • Software Metering Enhancements
    • Integrate Desktop Central to monitor software usage.
    • Discovery
    • Endpoint Central MSP bundling
    • API
    • Making siteid field as optional in Asset API
    • Requests
    • FFR Mobile Support
    • Service Request
    • Enable technicians to recommend a request template to the end user by email.
    • Global Search
    • Look through Requests, Requesters, Assets, Changes, and Solutions to find the required information.
    • General
    • Option to show advisory for Requesters
    • Broadcast Enhancements
    • Broadcasting a message to the selected sites and groups.
    • TFA
    • Account Based TFA
    • Account
    • Account Role for CRUD operation.
    • Custom views for Accounts
    • Inactive Account
    • Ability to Activate/Deactivate accounts
    • Admin
    • Survey
    • Option to provide Survey reports access to Account Admin.
    • Changes
    • Copy Change across accounts
    • Account based Change SLA.
    • CIs involved
    • Support for 'CIs involved' field in change module
    • Projects
    • Add Users from other accounts in MSP Project.
    • Option to add Account column under Project list view.
    • Filters for Project History
    • Allowing to search, sort and filter the history of a project based on fields or operations performed on the project or the time that the operation was performed instead of manually scrolling down through the history to fetch a record.
    • Kanban and Classic Views
    • Streamline the scheduling and managing of projects, milestones, tasks effectively by using the Kanban and Classic Views.
    • Project list view revamp
    • Project List View in Project tab and association pages are revamped based on V3 API.
    • Milestone list view
    • A new API based Table View with Quick Add, PickUp, Assign, Selected Records support for milestones.
    • Solutions
    • View solutions via non-login url.
    • Add Links
    • Custom view for Solution list view
    • Trash Support for Solution & topics
    • Reports
    • Billing Contract reports in MSP.
    • Account specific billing/ revenue reports.
    • SLA based Reports and Columns
    • New query reports are added under the Reports by site, support group and technician folder in Custom Reports.
    • A new query report is added under the Login Reports folder. This report shows the technicians details, their last login time, and their login names available under each support group.
    • API based reporting
    • Report API Framework support for request and custom modules
    • Report Config Role
    • A role to be introduced, which will provide admin privileges in reports module to the user
    • Integrations
    • Integration with Desktop Central in the Standard Edition.
    • Key Manager Plus Integration
    • Advanced Analytics
    • External widget for Analytics custom table integration.
    • Need to export our allowance and other details in a bill to Analytics.
    • Support to sync custom module data into Advanced Analytics
    • CMDB
    • API
    • CI Relationship API
    • Billing
    • Flexibility in Contract extension and renewal
    • Ability to configure allowance and Cost in Contracts
    • Ability to manually mark Work logs as Billed
    • Problems
    • Problem list view revamp
    • Problem List View to be revamped based on V3 API.
    • Change Association
    • Option to associate multiple changes in a problem
    • Problem Admin Entities
    • Problem Admin Entities to be revamped based on V3 API.
    • Problem Templates
    • Support for Problem Template V3 API
    • Admin
    • Department V3 API
    • V3 API support for Departments
    Testing
    • Account
    • Ability to merge accounts.
    • Admin
    • Option to configure Account groups
    • Integrations
    • Webhook
    • Webhooks for Problem, Change, Project and Task
    • Admin
    • Support Group V3 API
    • V3 API support for Support groups
    • Accounts
    • Ability to archive accounts
     

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