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.

    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.
    • Ability to merge accounts.
    • 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.
    • General
    • Asterisk Latest version support.
    • Home
    • Account needs to be made mandatory in tasks
    • Ability to show default technicians alone while choosing All accounts / sites in Scheduler page under Groups option.
    • ADMIN
    • Factor in the technician shift timings and assign requests based on their shifts.
    • 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.
    • Based on ticket status and role permissions, restrict specific user actions under a ticket.
    • 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).
    • Service Catalog
    • Map resources across templates.
    • Creating dependent requests for service request through templates.
    • Automatically apply SLA by using business rules.
    • Business Rules
    • Organize rules by enclosing them within groups. Field update for all editable fields, including Sites and Templates.
    • Assign to site option under Business rule "Actions".
    • Technician Auto-assign
    • Exclude specific technician groups from the auto-assign pool.
    • Additional Fields
    • Include all types of additional fields for incidents/service catalog and make them available under business rules, SLAs, and custom trigger conditions.
    • 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.
    • To associate requests of non MSP accounts to changes of MSP account.
    • 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
    • "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.
    • 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.
    • Map single asset to multiple accounts
    • Assets in mobile app
    • Alerts
    • Be notified of under-licensed software, overwritten machines, and the like.
    • PURCHASES
    • V3 API
    • Create, edit, update, and delete purchase orders.
    • Reports
    • Reports Should be made import ready.
    • 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.
    • Chat Enhancements
    • Integration with other chat tools, such as Telegram, Slack, and Zoho Cliq.
    • 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.
    • Mobile App
    • Feature to list Domain drop down for mobile apps.
    UI Design
    • Account
    • Account specific signatures.
    • Account Info -> Show Asset contracts.
    • Ability to show Account specific attribute created in Account info 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.
    • Business Rule Enhancements
    • Include Account additional fields in SLA criteria.
    • Billing
    • Billing across modules for Problem & Change.
    • 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.
    • ZIA
    • Appproval actions, reopen requests using Zia, Zoho's AI assistant for business.
    • Requests
    • SLA Escalation Timesheets.
    • Checklist.
    • Form Color Customization.
    • Display request properties under task details
    • 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.   
    • 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.
    • 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. 
    • Chat Enhancements
    • Intitate group chat between technicians.
    • Include/Exclude chat for Accounts/Groups/Sites/Technicians.
    • 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.
    Implementation
    • Account
    • Account Role for CRUD operation.
    • Feature to include "El Salvador" in the country list - Account creation page.
    • API
    • Account API.
    • Billing
    • Edit service plan details after creation.
    • Billing Contract
    • Details Page for Billing Contract.
    • General
    • SAML SSO support for Single and Multi 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.
    • Broadcasting a message to the selected sites and groups.
    • Remind users to change password after first login
    • Support
    • View product logs from UI.
    • 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]
    • Deluge scripting support.
    • SMS Notification in Custom Trigger.
    • Helpdesk Customizer section UI and API enhancements.
    • Survey
    • Option to provide Survey reports access to Account Admin.
    • 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.
    • Password protected attachments, disabling Concurrent Login
    • Two Factor Authentication
    • 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.
    • Reply Template
    • HTML Editor in reply template.
    • Admins can configure private and public reply templates, Also, technicians with view permission for requests can configure private reply templates.
    • Requests
    • Recommend Template.
    • Cancel Request.
    • Request Print & Approval Preview customization.
    • Details Page Layout Customization.
    • Add Tasks only after Request Approval.
    • Service requests can now be created/edited using Email commands.
    • Notes Enhancements.
    • Copy incident/service templates. Also copy existing incident template as a service catalog.
    • Adding notes while assigning request
    • Schedule request data deletion for both active and archived requests.
    • 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
    • Create Field And Form Rules common to all incident/service templates.
    • Option to execute FAFR actions at the section level of the request form.
    • Option to enable/disable asset(s) field in request form using field and form rules.
    • Templates
    • Include multiple SLAs for service templates.
    • Include help text or instructions in service/incident templates for technicians.
    • Customize the service catalog portal layout by using the three different styles: Card View, List View, and Panel View.
    • Enhance help text fields in Incident and Service templates.
    • Stage specific Approval notifications in 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 Enhancements
    • Automatically assign tickets to technicians based on the availability.
    • Kanban View
    • Organize your requests effectively as cards in a Kanban view to ensure efficient closure of tickets.
    • 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.
    • Copy Change across accounts
    • Option to create a default set of CAB members across all accounts.
    • Account based Change SLA.
    • PROJECTS
    • Clear button introduced for all date fields in the Project module.
    • Add Users from other accounts in MSP Project.
    • Option to add Account column under Project list view.
    • ASSETS
    • My Asset Widget for requesters.
    • Recurring notification for Expiry, Loan and Warranty.
    • 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.
    • 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.
    • 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.
    • Report folder/configuration customization based on Account/ Account Manager privileges.
    • Account/Contract reports in MSP.
    • Account specific billing/ revenue reports.
    • Integration
    • OPM MSP - Alerts as requests and Asset sync.
    • Integration with Desktop Central in the Standard Edition.
    • PMP and OPM menus will be available in menu bar itself.
    • Site 24x7.
    • Microsoft Teams.
    • Microsoft Calendar.
    • Outlook Actionable Messages.
    • JIRA Integration
    • Sync all request fields between JIRA Service Desk & SDPMSP.
    • Advanced Analytics
    • External widget for Analytics custom table integration.
    • Need to export our allowance and other details in a bill to Analytics.
    • 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 Chat.
    • Group Chat within support groups and request collaborators.
    • E-mail
    • Test mail connection
    • Pending mail count
    Testing
    • Account
    • Inactive Account
    • Admins can inactivate accounts.
    • CMDB
    • Create, edit, update, and delete CIs.
    • Integration
    • DB Trigger - Option to write custom trigger criteria and script based on tables.

     

     

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