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    Product Roadmap

    The ServiceDesk Plus roadmap provides you an overview of what you can expect in our future releases.

    Updated on 7 May 2018

    Note: We put in our best efforts to keep to this schedule. However, the actual timing of the release of each feature may vary based on our internal priorities and schedules.

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

    ServiceDesk Plus Roadmap
    Planning UI Design Implementation Testing Release
    Release
    • REQUESTS
    • Gamification
    • Break the monotony of the everyday and motivate technicians to enjoy their work.
    • 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.
    • Business Rules
    • Invoke custom scripts before storing request data. Completely abort operations or update field values (like additional field value).
    • Request status under business rule criteria.
    • API
    • Create, read, update, and delete requests.
    • Custom Triggers
    • Configure approval status as Custom Trigger criteria.
    • PROJECTS
    • Comments Enhancement
    • Notify users by adding tags in the comments section.
    • Dashboard
    • Track the progress of various project from a central location.
    • Associations
    • Streamline the change process by associating multiple changes to a project and projects to a change.
    • Custom Filters
    • Easily access your projects and tasks by configuring customized views or filters.
    • Additional Fields
    • Capture different types of alphanumeric information about your projects by adding different types of fields.
    • Project Templates from Projects
    • Create project templates from already existing projects, saving the redundant effort involved in creating a project template similar to an existing template.
    • Global Search
    • Find projects easily by using keywords, and also column fields, such as Priority, Owner, and other column heads.
    • ASSETS
    • Resource State Enhancements
    • Add resource state with the ability to enable/disable scan and maintain ownership (associate assets or assign user and/or department).
    • Business View in CMDB
    • A business view is a saved relationship map of a business service with its own list view and a cards layout under CMDB. The user can manage a business/IT service and track all request data from a single location.
    • Auto Delta Scan
    • Identify hardware and software changes in 30-minute intervals by using an agent and notify differences, if any.
    • PO Enhancement
    • Ability to create purchase order for non-asset purchases such as training and services.
    Testing
    • GENERAL
    • HTML Editor Enhancements
    • Smiley support
    • Modify Table Properties
    • Edit HTML Code
    • REQUESTS
    • Request Form Customizer
    • Define section, label text for section, and fields inside a section. Selecting the section includes the fields under the section as well.
    • Set default height of description field and other rich text additional fields.
    • Include instruction for filling out the form.
    • Customize request form layout/canvas.
    • Mark fields that are already used in any field and form rule.
    • Include additional fields like radio button, check box, and rich text field.
    • Service Request
    • Modify a Service Request template.
    • Cost option for resources and templates.
    • CHANGES
    • Approval Enhancements
    • Auto-approve a change when all CAB members recommend the change.
    • Share Change Requests
    • Share a change request with all technicians.
    • Custom Triggers Enhancements
    • Stage and Status
    • Approval status
    • Conversations
    • Include emails received and notifications sent through the change.
    • Approvals in Mobile App
    • ASSETS
    • Asset Loan Enhancements
    • Loan and return assets in bulk.
    • Mark assets that can be loaned.
    • List expired assets.
    • Notify about expired loans.
    • Add or return loans by scanning barcode.
    • SDP mobile app support.
    Implementation
    • GENERAL
    • ENTERPRISE SERVICE MANAGEMENT (ESM)
    • Use ServiceDesk Plus to provide help desk services to other teams, such as human resources, finance, and facilities, across the organization.
    • With ESM organizations can now have:
    • A single enterprise directory to manage users, service desks, authentications, and associations.
    • Unique service desk instances for each business function.
    • ITSM workflows (service automations) for all service departments.
    • A built-in catalog and templates for each business unit.
    • A centralized request portal that lists all the services available for the end users.
    • REQUESTS
    • Technician auto-assign
    • Automate assigning technicians based on their availability.
    • Add Notes
    • Ability to add notes while assigning a technician to a request.
    • Chat with technicians
    • Ability for technician to start a chat conversation with another technician.
    • Display requestproperties under task details
    • Service Request Templates
    • UI-based workflow builder to define the request life cycle.
    • Include multiple SLAs for service templates.
    • New User Interface
    • Request list view and details will now have an all new user interface.
    • API
    • Request conversation
    • Request associations(changes / purchase / problem / projects)
    • Linking and merging requests
    • Hide resources
    • Hide unanswered resources questions in the Request Details page.
    • Backup Approver
    • In the absence of the assigned approver, configure a backup approver. By default, the reporting manager ($Reporting_To as backup) is the backup approver.
    • Modify Requests
    • Auto-fill Email IDs to notify requesters.
    • Edit service request to change the template.
    • Mobile App features
    • Approval actions: Create requests based on request templates.
    • Approval actions: View and search through the solutions module.
    • Approval actions: Add module-level administrative roles (like SDHelpdeskAdmin, SDAssetAdmin).
    • CHANGES
    • Multi-Level CAB Approval
    • Add multiple levels of CAB inside the recommendation phase under the Approvals tab.
    • Custom Filters
    • Easily access your change requests by configuring customized views or filters.
    • Change Roles in Change Form
    • In the new change form, show all change roles available in the change template, besides the default fields.
    • 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.
    • Analytics Plus Integration
    • Generate better reports by syncing project module data with Analytics Plus.
    • 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 of tasks from the list view.
    • Assign and pick up from the list view.
    • 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 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.
    • SNMP Enhancements
    • Fetch CI attributes/additional field values created for network entities and populate during the scan by configuring the corresponding SNMP OIDs.
    • 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.
    UI Design
    • ADMIN
    • Factor in the technician shift timings and assign requests based on their shifts.
    • REQUESTS
    • Follow Requests
    • Technicians can follow requests that are not assigned to them.
    • Tags
    • Add tags to requests and conversations.
    • Service Templates
    • Add images for resource options and templates.
    • Maps resources across templates
    • Configure a separate list view resources questions with Add/Edit/Delete options.
    • Request Closure Wizard
    • Guide for users, configured in request closing rules, to complete their tasks, fill out the worklog, add data to mandatory fields. Tasks , fill worklog , providing mandatory fields.
    • Kanban View
    • Organize your requests effectively as cards in a Kanban view to ensure efficient closure of tickets.
    • Global Search
    • Look through Requests, Requesters, Assets, Changes, and Solutions to find the required information.
    • Recommend a Template
    • Suggest request templates by email. The requester needs to only click the link in the email to add details to the request template.
    • CHANGES
    • Conflicts/Collision Detection
    • Display collision/conflicts in the Change Details page when two changes have common CIs and contain overlaps in their schedules.
    • Change Freeze Date
    • Mark out a freeze window (period/interval) when no chnages can be scheduled due to high business hours or holidays.
    • PROJECTS
    • Kanban View
    • Streamline the scheduling and managing of projects effectively by using the Kanban view.
    • Custom trigger for tasks
    • ASSETS
    • IT Store Management
    • Track movements of all the assets in and out of the store.
    • Troubleshooting Page Revamp
    • Organize your troubleshooting by grouping the errors.
    • Alerts
    • Be notified of assets like under-licensed software, overwritten machines, and the like.
    • Home Page Revamp
    • All new look and feel for the list view and details page.
    Planning
    • ADMIN
    • Define Operational Hours
    • Configure different operational hours for each day in a week.
    • Log Viewer Enhancements
    • Add a log entry for all Admin operations such as adding, editing, or deleting entries.
    • Backup Approvers
    • Add backup approver for requesters to ensure business continuity.
    • REQUESTS
    • Read-only Shared Request
    • Assign read-only permission to the technicians with whom requests are shared.
    • Customize Operational hours
    • Depending on your requirement configure different operational hours.
    • 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.
    • Related Workflow
    • Creating dependent incidents for an incident through templates.
    • Resource Profiling
    • Configure allowed resources based on the user's role in the organization.
    • Request Custom Filter
    • Enhanced criteria section with $My_groups , $Today , $This_Week place holders.
    • Group level Organization Roles
    • CHANGE
    • Workflow Builder
    • A diagrammatic way of defining the workflow of a change.
    • UAT Stage
    • New stage to record testing operations required for the change record.
    • PROJECTS
    • Link projects to improve efficiency.
    • History Filters
    • Filter history section based on certain fields.
    • UI Enhancements
    • New icons for edit and create actions.
    • Associations
    • Associate purchase orders and purchase requests.
    • Gamification
    • Break
    • Default Reports for Projects
    • Including some default reports under Reports section for projects.
    • Notifications for projects
    • ASSETS
    • CMDB V3 API
    • Create, edit, update, and delete CIs.
    • Bulk modify CIs
    • Edit more than one asset simultaneously.
    • Custom triggers
    • Virtual Software License Management
    • Manage virtual licenses across the network.
    • Software Metering Enhancements.
    • Integrate Desktop Central to monitor software usage.

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