ServiceDesk Plus

    Product Roadmap

    This product roadmap provide an overview of what is coming in the future releases of ServiceDesk Plus MSP.

    Updated on June 17 2020

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

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

    ServiceDesk Plus Roadmap
    Planning UI Design Implementation Testing Release
    Planning
    • General
    • Exchange Web Services
    • Fetch mails using Exchange Web Server.
    • ADMIN
    • Factor in the technician shift timings and assign requests based on their shifts.
    • Requests
    • Request Life Cycle
    • Configure a request workflow using a visual builder.  
    • Operational-level Agreement
    • For any SLA, configure multiple OLAs specific to each group.  
    • Unified Activity List
    • Display a consolidated view of requests and tasks for a technician.   
    • Technician Auto-assign
    • Automatically assign tickets to technicians based on the availability. 
    • Exclude specific technician groups from the auto-assign pool.
    • Display request properties under task details
    • Kanban View
    • Organize your requests effectively as cards in a Kanban view to ensure efficient closure of tickets.
    • Tags
    • Add tags to requests and conversations.
    • 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.
    • API
    • Merging requests.
    • Request Form Customizer
    • Set default height of description field and multi-line additional fields.
    • Assign default values for Email IDs to notify and Editor.
    • Option to enable/disable incident templates.
    • Chat Enhancements
    • Integration with other chat tools, such as Slack and Zoho Cliq.
    • Service Request
    • Include multiple SLAs for service templates.
    • 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.
    • 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
    • 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.
    • REST API V3
    • Use API for operations such as creating, editing, updating, adding notes to, and deleting changes.
    • Link change requests
    • 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 tasks
    • 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
    • Solutions
    • Include Expiry date.
    • 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.
    • Add Links
    • 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.
    • Asset V3 API - Create, edit, update, and delete assets.
    • Cloud software license management - Office 365
    • Fetch subscriptions, licenses, and user information from MS Office 365.
    • Identify unused subscriptions.
    • 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.
    • Schedule in ServiceDesk Plus periodic updates on asset info.
    • Manage multiple SCCMs from one screen and keep track of all assets that are being scanned.
    • 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.
    • 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.
    • User V3 API
    • Create, edit, update, and delete CIs.
    UI Design
    • GENERAL
    • HTML Editor Enhancements
    • Smiley support
    • Modify Table Properties
    • Edit HTML Code
    • Backup Approvers
    • Add a backup approver for requesters to ensure business continuity.
    • Requests
    • New User Interface
    • Request list view and details will now have an all-new user interface.
    • Request Closure Wizard
    • Guide for users, configured in request closing rules, to complete their tasks, fill out the worklog, add data to mandatory fields, add tasks, and fill worklog.
    • Chat Enhancements
    • Intitate group chat between technicians.
    • Gamification
    • Break the monotony of the every day and motivate technicians to enjoy their work.
    • Service Request
    • Modify a Service Request template.
    • UI-based workflow builder to define the request life cycle.
    • Hide unanswered resources questions in the Request Details page.
    • Assets
    • SNMP Enhancements
    • Fetch CI attributes/additional field values created for network entities and populate during the scan by configuring the corresponding SNMP OIDs.
    • PROJECTS
    • Analytics Plus Integration
    • Generate better reports by syncing project module data with Analytics Plus.
    Implementation
    • Service Catalog
    • In service templates, ability to mark cost of individual resources along with the base service cost so that requesters get to know the over all service cost, and approvers can take action based on the cost involved.
    • You can now change the template of a service request. The new template can be from the same or different service category.
    • Request
    • In request templates, add sections, search existing fields, preview the template, and provide help content for individual fields and for the template. In addition, you can bulk add pick list values and reorder them.
    • Field and form rules inclusion for each incident template will be indicated by an icon in the list view.
    • New field types such as Radio and Checkbox are available for incident additional fields.
    • Archive requests by using the Any Completed Status criteria under Admin>>General Settings>>Data Archiving.
    • Change
    • Files attached to a change in the Submission and Planning stages will be added to CAB recommendation email notifications.
    • SDAdmin can now mandate change roles in templates, and users can assign change roles while creating the change request.
    • Change roles to be notified for a given status is made specific to a change workflow. The Notify To field in a change status can be edited only within a change workflow.
    • In change workflow, configure auto-approval for changes recommended by all CAB members.
    • Define change custom triggers to be executed for recommendation, rejection, or any approval action by a CAB member. Also, you can set status change as a criteria to be fulfilled by changes for executing the trigger.
    • Share a Change Request with all technicians by selecting $AllTechnicians for SharedRole, or select specific technicians for the role.
    • User can view and perform approval actions on change requests from within iOS mobile application.
    • User emails and system notifications will be listed under Conversations inside a change. You can also reply to and forward notifications.
    • Asset
    • The Asset Loan feature enables you to mark loanable assets; track asset loaning, return, extension, and expiry; and configure asset loaning notifications.
    • Integration
    • Integrate ServiceDesk Plus with Mobile Device Manager Plus to track lost devices and perform various tasks, such as lock the device and wipe off data.
    • New action menu related to Users, Groups and folders - In product subheader and request custom menu. UI to associated new user field list
    • Admin
    • User import from Active Directory can now fetch Employee ID and 'Large Integer' type field accountExpires.
    • Configure a password, for both login and non-login users, to ensure secure access to files, such as exported reports, scheduled reports, and exported request list generated from within the application. Enable File Protection Password under Admin>>Privacy Settings.
    • Install the SSL certificate from the UI under Admin>> General Settings >> Import SSL. However, SSL certificate trusted by an internal certificate authority cannot be imported from the UI.
    • Under Sites, use the Inactive Sites filter to list the sites that are deleted, but used in the product.
    • Home Page
    • Customize the Report an Incident widget in the requester home page by editing the HTML. Search option for templates is now available inside the same widget, making it easy and simple for users to raise requests and to report incidents.
    • Login
    • He application login page gets a UI revamp. Post upgrade, default login page will be displayed. Under the self-service portal settings, customize the page by editing the HTML. You can also revert to the previous login page by inserting the corresponding CSS script.
    • Billing
    • Ability to deduct allowance from operational hour only
    • A role for accountant
    Testing
    • Account
    • All new revenue/executive dashboard inside account tab.
    • Survey Enhancements
    • Configure different survey templates for different type of requests.
    • Send ad hoc surveys; the survey need not be associated to a request.
    • Send surveys periodically; in predefined intervals, such as once after 2 weeks or 4 months.
    • Configure different answers for different questions.
    • Worklog
    • Ability to mark worklog(s) as Billable/Non Billable
    • Timesheets approval
    • Changes
    • Ability to associate Account's problem with MSP Change
    • Ability to associate change(s) to project
    • Account based Change Template
    • General
    • Integration with maps
    • Webhook's for integration
    • Projects
    • project dashboard
    Release
    • We will be updating this section with the scheduled features soon.

     

     

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