Helpdesk Software Product Roadmaps

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These product roadmaps provide an overview of what is coming in the future releases of ServiceDesk Plus Cloud - the complete, ITIL Ready, help desk and asset management software solution, with tentative release schedules. If you would like to see a new feature or vote on suggested features in future releases of ServiceDesk Plus Cloud, make sure to visit https://pitstop.manageengine.com/portal/community/servicedesk-plus-cloud/filter/idea

Updated on June 04, 2020

Roadmap Workflow

Planning UI Design Implementation Testing Release

Work In Progress

In Testing

  • Requests

    • Kanban View: Organize requests in a card-based view for a visual summary of the requests.
    • Option to automatically close a request when approval is denied
    • Service Cost: Add cost to service template and resources.
    • Add images under Resource Questions.
    • Configure first response SLA escalation for Service Requests.
    • Allow end-users to modify requests by using the Editor field.
    • Add sections to Request templates.
    • Request History Revamp: Filter and sort request history by status, priority, mode, impact, and level
    • Option to allow a task technician to access requests and technicians in a task group to access requests.
    • Support to import Request Tasks

  • Changes

    • Workflow Driven Stages
    • Support to import Change Tasks

  • Admin

    • Sandbox: Admin configurations
    • Support for First Name & Last Name

  • Integrations

    • Integration with ManageEngine ADManager Plus

  • Asset

    • Import mobile devices from ManageEngine MDM Cloud

  • CMDB

    • CI Creation Rules : Customizable rules for automatically marking Assets and Users, as CIs

  • Projects

    • Export Project Gantt Chart as PDF and Gantt timeline settings personalization
    • Custom Filters for Project Gantt
    • Add description in Rich Text for Tasks

  • Reports

    • Advanced Filter: Display reports using the Date filter.
    • Enhanced Settings:
      • Customize the display of reports by using the Group Date Format
      • Modify fonts and titles on each page of the report.
      • Option to display the report in the graph view in all pages.
    • Reports on Request Notifications - [New Report Folder]
      • Requests by All Notifications
      • Requests by Unreplied Count
      • Requests by Last Conversation
    • Reports on Request Notes - [New Report Folder]
      • Requests by Private Notes
      • Requests by Public Notes
      • Requests by Latest Notes
      • Requests by All Notes
    • Reports on Solutions - [New Report Folder]
      • Solutions by Topic
      • Solutions by Status
      • Report on Rejected Solutions
      • Solutions by Maximum Views
      • Solutions by Solution Type
    • Reports by All Requests - [Existing Folder]
      • Reports on Changes Initiated Requests
      • Reports on Changes Caused By Requests
      • Requests by Associated Problems
      • Requests by Associated Projects

  • Setup

    • Zoho Mail Integration
    • Locale-specific notification
    • Add user locale based on user site. Set locales for sites.

  • Release Management

    • Release Conversations
    • Under Release Status and Workflow, notify to OrgRoles
    • Filter and Search through Release History
    • Add stage-wise tasks in the Release Template (similar to Changes)
    • Reorder and display Release Stages
    • Release Dashboard
    • Release Reports in the Reports tab
    • Associate multiple Changes with Release
    • Associate multiple Projects with Release
    • Create Release without any parent Change, with optional associations.

  • Purchase

    • API
    • Site-based Purchase Order - Option for the technician to view only their site related to purchase Orders.
    • Purchase Order UI Enhancement
    • Purchase Order Configurations - Option to customize the PO form fields where admin can mandate, show/hide, and reorder fields.
    • Purchase Order Enhancements
      • Purchase Order for non-asset purchases like training and services - Purchase order is extended to track various services of the organization, such as the annual maintenance and preventive maintenance service for IT assets, infrastructure service purchased/availed from third-party vendors.
      • Purchase Order Item level note/description - Purchase order item level description will be available.
      • Copy Purchase Order - Option to copy/replicate purchase order where the new PO holds details copied from the existing one.
      • Purchase Order Conversations - Separate tab for Conversations under each purchase order, which holds system-generated notifications and emails sent to Owner and Vendor.
      • Trash Purchase Order - All deleted purchase orders are stored for a period of 24 hours from the time of deletion. After that, the purchase orders were permanently deleted from the application
    • Purchase Orders Import/Export - Export purchase orders in the HTML, XLS, PDF, and CSV format.
    • Dashboard Reports
    • Custom Filters

  • Contract

    • Site-based Contract
    • Contracts Import/Export
    • Renewal requests when contracts expire
    • Dashboard Reports
    • Custom Filters

In Implementation

  • Requests

    • Unified requests and tasks in a single view
    • Notify requester when a note is added.
    • Lookup Additional field support for Request Module
    • Option for Technicians to mark their availability by choosing 'Online' or 'Offline'
    • Multiple SLA associations for Service Templates.

  • Assets

    • Asset Replenishment:
      • Notify technicians when inventory (in store) count drops below a preset limit.
      • Site-based replenishment's for all assets such as IT, Non IT, and components.
    • Configure threshold across product types, products, and for total asset count.
    • Integrations with OPManager, Site 24x7, and ApplicationManager:
      • Track alarms generated in OpManager/Applications Manager/Site 24x7 as tickets in ServiceDesk Plus.
      • Automate mapping relationships for all configuration items (CIs) in your IT infrastructure and predict the impact of CIs on your business, in case of any modifications.
    • Custom Triggers for Assets:
      • Configure actions to be triggered when an asset is created, edited, or deleted.
      • Enable/disable trigger options.
      • Configure various actions, such as Custom Functions, Webhook, and Notifications.

  • Change

    • Change Freeze Window: Ensure a risk-free production environment by creating a period of no configuration, downtime planning for CIs, assets, or services during holidays and business critical days
    • Change Workflow Enhancements: Improved functionality for existing nodes. New nodes can be configured with Wait for Condition, Timer, Fork, Join, Add Task, and Custom Functions.
    • Change Template - Layout for Planning Stage
    • Downtime Enhancements (Configuring CIs in the downtime and planning downtime schedules)
    • Additional Field Enhancements: Support for new additional field types such as checkbox, radio, decimal, currency, percentage, decision box, and auto-number in Changes
    • Change FAFR: Define rules and actions to be executed on a change form.

  • Zia for Requests

    • Prediction for Category, Technicians, or Templates in Requests
    • Reopen requests via reply mail

  • Setup

    • Notify requester and Cc users when a technician's reply through email is appended to the request.
    • Configure SLAs specific to site, support group, and service category.
    • Configure business rules with criteria from service category.
    • Reorder Service Catalog
    • Option for site to refer another site
    • Custom Notifications: Configure Business Rules/Trigger notifications for Org Roles.

  • Projects

    • Comments Enhancements: Projects, Milestones & Tasks with @mentions and notifications.
    • Kanban view for Project Tasks
    • Short and user-friendly Project Key IDs
    • Worklog Timer for Project and Milestone Tasks

  • Survey

    • Zoho Survey integration and reports based on the same.

  • Solution

    • Topic Owner
    • Topic accessibility
    • Review / Expiry
    • UDF support
    • Support to embed video

  • Integrations and Other Enhancements

    • User Announcement panel

  • Facilities Desk [ESM Instance]

    • Building and Space Management
    • Maintenance Planning and Scheduling
    • Equipment's and Assets Management

  • Mobile Apps

    • iOS App
      • Revamped UI
      • Dashboards
      • Support for dark mode
      • Global Search
      • Bulk Asset Management (Asset Assign)
    • Android App
      • Revamped UI
      • Dashboards
      • Support for dark mode
      • Global Search
      • Bulk Asset Management (Asset Assign)

  • Contracts

    • Support for new Contract States - Draft and Canceled
    • Indefinite Contracts
    • Support for vendor currency
    • Conversation and notes with attachments
    • Technician scoping to view contracts
    • Auto-renewal of contract on expiry
    • Contract associations with
      • Purchase
      • Request
    • Additional field enhancements: Support for new additional field types such as checkbox, radio, decimal, currency, percentage, decision box, and auto-number in Changes
    • Contract Templates
    • E-Signature support in contracts
    • Contract Approvals

In Design

  • Setup

    • Multiple Email IDs for users.
    • Excluding users from accessing surveys.
    • Technician online/offline marking

  • Requests

    • Share requests with Technicians and Requesters.
    • Request Dependency
    • Apply Form Rules to the details page and perform other spot edits.

  • Assets

    • Asset state enhancements: Configure user assignment for custom asset states
    • Consumable assets:
      • Support for consumable assets like cartridges, papers, etc.
    • Asset Life Cycle: Define the stages of an IT asset and also specify actions to be completed during a status change

  • General

    • Full-fledged REST API for all modules.

  • Projects

    • Customizable Project Templates with template specific additional fields
    • Task dependency enhancements and auto-scheduling

  • Changes

    • Change collision detection: While scheduling a change, check for conflicts to ensure effective resource utilization.
    • Risk Assessment.
    • Link changes
    • Integration with JIRA Project, Tasks, and Bugs with Change across stages

  • Problem Management

    • Business Rule
      • Auto assignment for problem.
    • Custom Triggers
    • Manage workaround/resolutions in Problems
    • Link the existing solution to problem solution.

  • Purchase

    • Default approvers and site-based PO approvers
    • GST and Tax additional fields
    • Additional field enhancements: Support for new additional field types such as checkbox, radio, decimal, currency, percentage, decision box, and auto-number in Changes
    • Return Item from PO
    • Vendor Management
      • Registered vendors
      • Black listed vendors
    • Custom Triggers
    • Purchase Request
      • Conversations
      • Templates
    • Import & Export of configurations
      • Vendor
      • Cost Center
      • GL Code

  • Integrations and Other Enhancements

    • Remote Access Support & Control Integrations
      • TeamViewer
      • BeyondTrust (formerly Bomgar)

In Planning

  • ESM Enhancements

    • Share Requests and Tasks across help desk instances.
    • Customize labels based on help desk instances.
    • Support for multiple domains/sub-domains specific to help desk instances.

  • Home

    • Request Dashboard Enhancements
      • Average response and resolution time by Technician/Group/Requests
      • Average response and resolution time By SLA
      • Compliance
    • Dashboards Enhancements

  • Requests

    • Tabular Form Input: Fetch request data from a table
    • Service Template Enhancements: Configure a separate list view resources questions with Add/Edit/Delete options.
    • Request Closure Wizard: Guide users to complete their tasks, fill out the work log, and add mandatory information in specific fields.

  • Projects

    • Customizable task templates with additional fields support
    • Linking Projects
    • Associate multiple changes to a project
    • Associate project with Purchase Order

  • Assets

    • Integrations:
      • Scan assets and perform other operations remotely by using Remote Access Plus.
    • Asset Scoping: Scope assets based on asset type and location to for selective exposure to technicians.
    • IT Store Movement: Manage and track asset movement between stores.
    • RFID Integration: Implement automatic tracking of asset location and movement.
    • Checkin/Checkout: Tracking entry and exit of IT assets by using barcode, and QR code.
    • Scan Azure and AWS infrastructure assets.
    • Asset Booking:Enable end users to book and loan company-owned equipment from a centralized location.

  • CMDB

    • CI status propagation: Estimate impact or severity of an outage through CI status propagation based on (affected) CI interdependence.
    • Integration between change and incident module to identify down times and display relationship maps under change impact analysis section.

  • Solutions

    • Solution templates
    • Solutions scoping

  • Problem Management

    • SLA
      • Configure SLA for problems and mark SLA violation
      • Escalate on violation of SLA
    • Field and Form Rules
    • Link similar problems.
    • Problem Closure Code.
    • Tag/mark the problem with specific keywords (problem type,cause).

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