ServiceDesk Plus

    Product Roadmap

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

    Updated on 17 June 2020

    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.

    ServiceDesk Plus Roadmap
    Planning UI Design Implementation Testing Release
    Planning
    • Account
    • Account onboarding
    • Present step by step process to create Account and get it ready for hosting.
    • 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.
    • General
    • SAML support for Multi IDP.
    • Asterisk Latest version support.
    • ADMIN
    • Survey
    • Option to provide Survey reports access to Account Admin.
    • Business Rule Enhancements
    • Assign to site option under Business rule "Actions".
    • Requests
    • Gamification
    • Break the monotony of the every day and motivate technicians to enjoy their work.
    • API
    • Merging requests.
    • Modify Requests
    • Auto-fill email IDs to notify requesters.
    • Mobile App features
    • Create requests based on request templates.
    • Add module-level administrative roles (like SDHelpdeskAdmin, SDAssetAdmin).
    • Changes
    • Copy Change across accounts
    • Account based Change notification.
    • Option to create a default set of CAB members across all accounts.
    • Change Life Cycle
    • Use a visual process builder with simple drag-and-drop actions to create a complete change workflow, with the required guidance for Change technicians.
    • Restrict status modifications by users.
    • Define stage-specific processes.
    • Configure multiple approvers under each stage.
    • Automate field updates and notifications based on criteria.
    • REST API V3
    • Use API for operations such as creating, editing, updating, adding notes to, and deleting changes.
    • Link change requests
    • Problems
    • Move Problem from one Account to another.
    • Templates
    • Save time and effort by using predefined templates for repetitive problems.
    • 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.
    • Custom Triggers
    • Configure custom triggers for executing specfic action when the incoming request fulfills a certain condition.
    • Projects
    • Add Users from other accounts in MSP Project.
    • "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.
    • UI Enhancements
    • New icons for edit and create actions.
    • Solutions
    • Additional Fields
    • Capture different types of information into the knowledge base by using additional fields.
    • Comment, Like, Unlike
    • Improve the quality of the solutions by allowing your requesters can comment on, like, or unlike the solution.
    • 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 V3 API - Create, edit, update, and delete assets.
    • Alerts
    • Be notified of under-licensed software, overwritten machines, and the like.
    • CMDB
    • V3 API
    • Create, edit, update, and delete CIs.
    • PURCHASES
    • V3 API
    • Create, edit, update, and delete purchase orders.
    • Integration
    • Service Now Integration.
    • CISCO Integration.
    • WebHook Phase II (Providing callback action, custom data generator and option to hide sensitive fields)
    • Dashboard Enhancements
    • Custom script to generation data.
    • YoY QoQ Comparison widgets.
    • 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.
    • Job Sheet Enhancements
    • Customizable Work Log format.
    • Work log Additional Cost Items.
    • Notes as template variable.
    • Work Logs
    • Consolidated Work Log List View.
    • Activities
    • Track to-do items, events and meetings.
    • Mobile App
    • Feature to list Domain drop down for mobile apps.
    UI Design
    • Account
    • Account specific signatures.
    • Account Info -> Show Asset contracts.
    • Account details Enhancements
    • Include billing details, Integration with other product links.
    • Business Rule Enhancements
    • Include Account additional fields in SLA criteria.
    • GENERAL
    • Broadcast Enhancements
    • Broadcasting a message to the selected sites and groups.
    • Backup Approvers
    • Add a backup approver for requesters to ensure business continuity.
    • ADMIN
    • Revamp Organization details in Admin tab using Account Tab UI.
    • Factor in the technician shift timings and assign requests based on their shifts.
    • Requests
    • SLA Escalation Timesheets.
    • Zia.
    • Chat Enhancements
    • Integration with other chat tools, such as Telegram, Slack, and Zoho Cliq.
    • Intitate group chat between technicians.
    • Add Notes
    • Ability to add notes while assigning a technician.
    • Operational-level Agreement
    • For any SLA, configure multiple OLAs specific to each group.  
    • Unified Activities View
    • Display both Requests and Tasks in a single view to avoid toggling between views while deciding on the next technician activity.   
    • Display request properties under task details
    • Kanban View
    • Organize your requests effectively as cards in a Kanban view to ensure efficient closure of tickets.
    • Technician Auto-assign
    • Exclude specific technician groups from the auto-assign pool.
    • Global Search
    • Look through Requests, Requesters, Assets, Changes, and Solutions to find the required information.
    • Request Additional Fields
    • Include all types of additional fields for incidents/service catalog and make them available under business rules, SLAs, and custom trigger conditions.
    • Request Form Customizer
    • Option to enable/disable incident templates.
    • Service Request
    • Add images for resource options and templates.
    • Enable technicians to recommend a request template to the end user by email.
    • Enable requesters to cancel pending requests.
    • Changes
    • Custom Filters
    • Easily access your change requests by configuring customized views or filters.
    • Multi-Level CAB Approval
    • Add multiple levels of CAB inside the recommendation phase under the Approvals tab.
    • Problems
    • Support for Group Field
    • Projects
    • Auto-rescheduling of projects, milestones, and tasks
    • Based on the change of schedule of a task/milestone, update the associated tasks/milestones/projects.
    • Custom trigger for projects
    • Trigger custom action based on events in projects.
    • Custom trigger for tasks
    • Trigger custom actions based on events in tasks.
    • Task and Work Log Description
    • Add description of tasks and work logs in a rich text area.
    • Import Enhancements
    • Import from xls, xlsx, and other types of format.
    • Microsoft Project Import Enhancement
    • Map additional fields while using the MPP import.
    • Task List View Enhancement
    • Quickly add tasks from the list view.
    • Assign and pick up from the list view.
    • Indexing Milestone, Milestone Template, Task Template
    • Resource Utilization Chart
    • Assets
    • 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.
    • Cloud software license management - Office 365
    • Fetch subscriptions, licenses, and user information from MS Office 365.
    • Identify unused subscriptions.
    • Software Metering Enhancements
    • Integrate Desktop Central to monitor software usage.
    • Automatic Categorizing of Managed Software Type
    • Unidentified software will be automatically categorized as managed software based on database information.
    • SNMP Enhancements
    • Fetch CI attributes/additional field values created for network entities and populate during the scan by configuring the corresponding SNMP OIDs.
    • SCCM Integrations
    • Configure SCCM integration directly from the application.
    • Enable users to track and manage assets in one place.
    • Import all hardware and software inventory done by SCCM into ServiceDesk Plus MSP.
    • Schedule in ServiceDesk Plus MSP periodic updates on asset info.
    • Manage multiple SCCMs from one screen and keep track of all assets that are being scanned.
    • Configure connection to multiple SCCM databases for each site.
    • User V3 API
    • Create, edit, update, and delete CIs.
    • Release Management
    • Provide strategic visibility about change deployments and project deliverables. 
    • Add multiple stages to assess, implement, deploy, and train.
    • Configure stage-specific tasks.
    • Add multiple approvals in each stage.
    • Integrate with Change Management for relevant information exchange. 
    • Maps
    • Maps Enhancements
    • Ability to call/sms technician from Maps UI.
    Implementation
    • Account
    • Account Role for CRUD operation.
    • Inactive Account
    • Admins can inactivate accounts.
    • API
    • Account API.
    • Billing
    • Billing Contract
    • Details Page for Billing Contract.
    • General
    • OAuth support for EWS.
    • SAML support for Single IDP.
    • PDF file preview (if the browser supports the file).
    • Under Personalize tab, the Danish time format is included in the Set Time Format drop-down.
    • SSP Themes
    • Font sizes 8 - 16 to be added to the HTML editor.
    • In requests, problems, changes, projects, and project milestones, while adding a task by using the Add Task(s) from Template link, you can preview each task template in full screen.
    • Admin
    • SNMP Device's OID configuration Enhancements.
    • Dynamic Loading of Huge Additional Fields
    • Option to inline edit UDF options from form customization - edit field popup.
    • In user drop-down fields, the default behavior to list results containing the keyword to be modified from the globalconfig table to list the results starting with the keyword [Criteria=contains or start_with]
    • Survey reports page to lists reports in descending order by default. The survey count per page is bumped to 100.
    • Business Rule Enhancements
    • Include Account additional fields in Business Rule, RLC and Custom trigger criteria.
    • Security Settings
    • Option to enable/disable domain filtering drop-down in the login page.
    • Notifications Template
    • Add Account fields and Account additional fields in Notifications templates.
    • Account Manager
    • Ability for an Account Manager to edit of his account's requesters details.
    • Requests
    • HTML Editor in reply template
    • Service Catalog customization.
    • Service Catalog templates under a single service category will be expanded on clicking the service category in the list view and card view layout.
    • Quickly preview the HTML, HTM, and XHTML request attachments in request details page and in the requests list view.
    • Values in drop-downs fields of a request are now searchable in global edit.
    • Option to expand all conversations in the request details page.
    • Option to show the business rule applied under the History tab of a request
    • While associating incidents with a problem or change, you can click an incident to get a full-screen display.
    • Scale of decimal fields for resource questions and cost fields in service templates and request additional fields are now configurable by modifying the 'Decimal_Additional_Field' category in the GlobalConfig table from 2 to 6.
    • Option to add images in the notes section of a request.
    • FGA for Request Approval
    • Field and Form Rules.
    • Ability to handle On Behalf Of field using FAFR
    • Templates
    • Include multiple SLAs for service templates.
    • Include help text or instructions in service/incident templates for technicians.
    • Enhance help text fields in Incident and Service Templates.
    • Option to configure all accounts for service templates.
    • Option to preset Group and technician in templates for all possible cases.
    • Help text fields to have a rich text area in Incident and Service Templates.
    • Help text provided for request fields to be displayed upon hovering over the field.
    • Technician Auto-assign
    • Automatically assign tickets to technicians based on the availability.
    • Tags
    • Add tags to requests.
    • API
    • V3 API for request.
    • Jobsheet Enhancements
    • Preview, Html Code Editor, Worklog additional cost items & much more!
    • CHANGES
    • UI Enhancements in Change list view for better user experience.
    • PROJECTS
    • Clear button introduced for all date fields in the Project module.
    • ASSETS
    • Ability to scan and save asset's multiple IP addresses that are assigned to a single NIC card.
    • Analytics Plus and Zoho Reports Integration
    • Perform asset data analysis through Analytics Plus/Zoho reports. Initial phase includes data transfer such as asset, workstation, software, sw licenses and asset history.
    • Solutions
    • Add Links
    • Reports
    • In reports, default reports of Computers with less/more than 256 MB RAM are replaced with Computers with less/more than 4 GB RAM.
    • Integration
    • Integration with Desktop Central in the Standard Edition
    • JIRA Integration
    • Sync all request fields between JIRA Service Desk & SDPMSP.
    • DASHBOARD ENHANCEMENTS
    • In the Dashboard, Technician Home Page, and Requester Home Page, headers of unnamed custom widgets are hidden.
    • CHAT ENHANCEMENTS
    • Chat as an external widget.
    • Hyper link support in our chat feature.
    • Option for the requester to close the chat.
    • Support for attachment preview in Live Chat.
    • Support for Group chat
    Testing
    • ADMIN
    • Security Settings
    • Local Authentication Password Policy Configuration.

     

     

    Copyright © 2017, ZOHO Corp. All Rights Reserved.