Readme 9.2 beta Home » Helpdesk Software Features

Admin

  • Enhancements on Mail Fetching option, a mechanism to fetch outstanding mails in mail box at that instance of mail fetching, instead of fetching 20 mails per minute. Once all the mails at that instance get fetched, next schedule will be enabled.
  • Additional Fields can be configured as 'common' for both incident and service requests
  • Addition of Product Overview Portal that provides an overview of various modules and their key features in one place through videos
  • Enhancement in 'Admin' user interface for easy access to various configurations along with 'Search' option.
  • Option to configure change roles in change template.
  • Enhancement in Request List View where the "due by" time and "due in" time can be viewed by enabling the SLA Column. Option to view the template type (service/incident) under "Template type" column.
  • Ability to add Requesters and Technicians with the fields, First name, Middle name and Last name. It is also possible to customize notification e-mails using these fields.
  • Option to customize the home page of self service portal has been added under "Admin -> Self Service Portal Settings". This includes re-arranging, restoring, adding, deleting, re-sizing and hiding the widgets
  • Any e-mail reply from a Technician with the option 'Notify Requester when the request is appended with technician's reply' enabled, will be forwarded to the relevant Requester.
  • Earlier Category / Sub category / Item entry needs to be added one by one. Hence it could take more time to construct the needed category - sub category - item tree structure. Now with 'Add Quick CSI' available under Admin>> HelpDesk Customizer>> Category section, the relevant tree structure can be constructed quickly.
  • LDAPS support added under user import.
  • Option to restrict sending survey to select users/domain. It is available under "Admin>>User Survey>>Survey settings".
  • Option to enable/disable 'Email Debug' mode from Mail Server Settings page.
  • Option to enable/disable 'Domain Filtering during Login' option in Self-Service Portal Settings.

API

  • Rest API support for requesters.

APP

  • iOS/Android apps are supported for the Requester login. For iOS it is supported from version 3.0 and from version 1.4 in Android

Asset

  • Notifications on asset warranty expiry and asset expiry to technicians can be configured under Admin tab --> Notification rules.
  • Asset Cost Enhancements: key cost values like operational cost, total cost of ownership, current book value are made available in asset's list view and reports.
  • Tracking manual changes in CI History.
  • Ability to search user / department / site in assign owner section of assets
  • Ability to import CI relationships from XLS file
  • Barcode Generation for assets. This initial version contains an option to add assets (bulk) by scanning the vendor barcodes, ability to generate and print new barcode labels, associate barcode with the existing assets. This feature is available under Assets -> Barcode section.

Change

  • In homepage, CAB Change Approvals will be shown again, if recommendation is sent again.
  • Auto populating change requester field while creating a Change Request from Incident Request.
  • Request mail for CAB recommendations is now added to 'Change History'.
  • Closure Rules of the Change Request is now mandated stage wise i.e while completing each stage.
  • Option to mark the field 'Status Comments' as mandatory or not, by configuring the same in a given Change Template.
  • Display the status notifications details when Stage/Status is changed.
  • Service Level Agreements' configuration feature, is provided for 'Change' module.

DC

  • Announcement integration between ServiceDesk Plus and DesktopCentral. Option to notify active announcements added / updated in ServiceDesk Plus to user through DesktopCentral agent.

General

  • Notify option under comments section of Tasks.
  • Rich text area has been upgraded with additional features for all modules.
  • Fail over service introduced. Option to configure a secondary ServiceDesk installation to provide uninterrupted service in case of Network/Hardware/Software/Power failures in the primary installation.
  • Task Filter' has been added for tasks under Request, Problem, Change, Project and Milestones.
  • Tomcat Version Upgraded from 5 to 7.
  • Jre Version Upgraded from 1.6 to 1.7.
  • Support for 'Romanian' language

Project

  • Export as PDF option introduced for Project Gantt view, Project overview map and Task dependency map.
  • Option to import Microsoft Projects
  • Option to view task dependencies for tasks and percentage of completion in Project Gantt view.
  • Ability to create Custom filter for Projects list view.

Purchase

  • Support for canceling purchase orders.
  • Option to customize the E-mail generated when a Purchase Order is created or submitted for approval.

Reports

  • Zoho Reports Integration Enhancements:
    • Zoho Reports Integration is now named as 'Advanced Analytics' in SDP.
    • Sub Category field will also be populated into Zoho Reports.
    • Added '12 Hours' and '24 Hours' options in "Periodic Data Synchronization". Default value is changed from 10 hours to 12 hours.
    • Displaying the number of times 'Instant Sync' is invoked.
    • Pushing the SDP-Zoho Reports integration error into reports.zoho.com's (Integration Error DB).
  • Enhancements in the 'Advanced Analytics' module. It will now include a new option to setup OnPremise integration using ManageEngine Reports. ManageEngine Reports is a business intelligence and reporting software from ManageEngine.
  • Reports : While analyzing customer environments we found that running more reports in parallel and generating reports which returns huge data (say report over a long date range) causes stability issue for the application. To ensure stability of application, we are setting up threshold on number of parallel reports and max number of rows per report.
  • Feature to mark dependencies among requests from request details page.Dependency of each request over the other can be marked / viewed through dependency graph. Last request in the dependency can be completed only if all the parent request in the dependency gets completed.
  • Custom Triggers is introduced to perform external actions, like JIRA integration and custom script execution, based on custom configurations. Example: Creating a JIRA Ticket, when a request is created
  • Incident additional fields limit has been increased from 48 fields to 90 fields.
  • Conversation(s) Yet To Respond Count will be shown to technicians in Request List View
  • Field & Form Rules are introduced to manipulate Request forms elements (upon creation and update of Requests). With Field & Form Rules, you can customize Incident and Service templates to execute actions such as :
    • Disabling / Enabling fields
    • Mandating / Non-Mandating fields
    • Show / Hide fields
    • Execute custom JavaScript code which can be used to create dependency among fields, remove some of the drop down values for Requesters login, custom validation for fields during submission of Request
  • Earlier we supported executing custom scripts (like vbscript, python) from Request custom menu which can be used to integrate SDP with external applications. Now we have supported to pop up custom HTML file from Request Custom Menu and upon submission of Html form, custom scripts can be executed. Request details will be passed to the html file. This allows Requests to be integrated with external applications in User Interface mode.
  • Search option in Request list view filters.
  • In Request, the content in main description, conversation and notification will be shown,even if the content is more than 64K.
  • Enhancements on Field & Form Rules feature.
    Support for date type fields are added.
    Support for Service Catalog Resources are added.
    Template tasks can be set or unset using Custom Scripts,based on criteria.
    Script Editor is enhanced to support auto-completion and display errors and warnings. Use CTRL+SPACE key for auto-completion.
  • Requesters will be notified when 'ticket owners' reply by email.
  • Option to associate multiple assets to a request.
  • keyboard shortcuts for various operations under request module
    Note : The keyboard shortcuts are applicable only for technicians and can be viewed under 'Help' menu.
  • Worklog Type can be configured for Request worklogs.
  • Option to mark First Call Resolution (FCR) on Requests
  • Timer that tracks the Technician's work log has been added under 'Requests' module.
  • Worklog additional fields are newly added.
  • Floating menu bar: the entire 'Actions' menu bar floats as you scroll down the page. This allows you to perform any action without having to scroll up each time.
  • Previously when time entry is added in worklog, operational hours will not be considered to calculate the time, now there is option to mark whether work log time need to consider operational hours or absolute hours.
  • Enhancements in Field & Form rules section inside Request templates :
    • Alert message before closing Script Editor if script is not saved
    • Proper handling of on field change event for text fields like Subject, impact details
    • Triggering of event when setting value of a field through $CS APIs. This enhancements are required for the case so that value of Subcategory will be changed based on setting the value of Category through APIs.
    • Resource fields will also be copied when copying rules from one template to another if same resource exists in new template. This is required when making copies of a service template.
    • Earlier when a field is hidden through rules, blank space will be present (for that field) though the field is hidden. Now blank space will also be removed when any field is hidden through rules.
  • Option to assign a request to a Group / Technician from request list view.
  • Host Name/IP Address of the client from where the Request is created, gets added in the Request history when the request is created via web form, mobile, and API.

Solution

  • "Approvers" column in Solution List View which would show the most recent set of approvers for a pending solution.
  • Status for solutions imported from XLS cannot be Approved/Rejected, if the logged in user does not have the permission to approve solutions.
  • Search for solutions, if the user enters space after the word to be searched.
  • Rest API support for 'Solutions' module