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Helpdesk Software Product Roadmaps

(Cloud)

These product roadmaps provide an overview of what is coming in the future releases of ServiceDesk Plus Cloud - the full-stack ITSM suite, 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 19th May 2023

Roadmap Workflow

Planning UI Design Implementation Testing Release

Work In Progress

In Testing

Request

  • Technician can manually mark his online/offline status
  • Help Card support for Template and Help Card Attachments in Template
  • Option to mark technician as VIP user
  • Conversation History Enhancements
  • Technicians will be listed in the "On Behalf Of Filed"
  • Tickets approved / rejected by Requester/Technician will be shown under the "Requests Approved by Me" / Requests Rejected by Me" Filter
  • Email signature as variable in Reply Template.
  • Auto-assign technician based on technician status
  • Triggers for Request Worklog

Projects

  • Milestone Trash:
    • Support for Trash for project milestones
  • Project Sub Entity Trigger
    • Milestone, Task, Work-log, Project Member, Project Comment

Changes

  • Enhancements
    • Template customization
    • Add/edit Planning stage details

Purchase

  • Purchase Item level GL & CC
  • Under Purchases, additional field types now include check box, radio, decimal, currency, percentage, decision box, and auto-number.
  • Mail fetching within PO conversations
  • Multiple templates for POs

Assets

  • Replenishment for consumables.
  • Notifications to users and department heads whenever consumables are allocated or when allocated consumable quantities are modified or removed.
  • A report to display the available quantity of consumables by site.
  • Import for consumable stocks and allocations.
  • Allocated consumables are now added as My Consumables widget on the Requester home page.
  • Allocation details of consumables are now displayed in the Technician and Requester associations list.
  • Add user defined fields (UDF) in Assets in Zoho Analytics

Zia

  • Blended Conversations (Beta)
  • Configure Zia Bot actions

Problem

  • Custom Menu & Custom Widget

Home

  • Executive Dashboard

Space Management

  • Reports for space module

Custom module

  • Triggers

CMDB

  • Integration with Changes and Releases. Display synced CI downtime info in relationship maps under Downtime calendar.
  • Integration with ManageEngine OpManager to sync relationship between virtual devices.

Release

  • In the Release workflow below nodes will be included
    • Timer, Custom Function, Webhook action nodes
    • Wait For Condition
    • Fork and Join Branch nodes

In Implementation

Requests

  • Request Workflow and Automation
  • Fine Grained Authorization for Delete Conversations
  • Integration with Zoho Flow for third party integrations.
  • Sharing requests between portals
  • Need more info feature for approvals
  • Integration with Zoho Cliq
  • Show previous requests by requester
  • Notify requester when a note is added
  • Attachments and user tagging in Notes
  • Criteria Enhancements
    • Business Rules
    • Request Life Cycle
    • Triggers
    • Tech Auto Assign
  • More user fields in the Custom Notification Action's NotifyTo field
  • More ReOpen options for requester reply

Assets

  • Granular permissions
    • Selectively expose assets to technicians based on type, location, and other field data
  • Track and manage asset acknowledgement process for assigned assets
  • Product type specific additional fields and form customization

CMDB

    • Integrating with Site24x7 to sync devices as CIs in CMDB.
    • List view filter for all CI types

Change

Enhancements
  • Change Form Rules
    • Use Custom Scripts to modify change forms dynamically based on user input
  • Change Roles
    • Users can now create custom views for changes based on change roles
    • Change roles can now be used as a search criteria in Change Triggers, Change Workflows, Change Custom Menu

Zia

  • Request
    • Reopen requests via reply mail
    • Auto Approval
    • Suggestions in request creation forms
    • Find Similar Tickets in Request create/edit page
    • Sentiment analysis for request
    • Auto apply subcategory and item
  • Blended conversation
  • Zia dashboard widget
  • Customize logo, theme and other look and feel aspects

Setup

  • Configure SLAs specific to site, support group, and service category
  • Custom SMS gateway feature
  • Additional Fields - Multi-select lookup fields and criteria-based lookup fields for CMBD and custom module

Home

  • Kanban view for global tasks

Projects

  • Task Template Layout Customization and Additional fields support
  • Configure parent fields in Task Template and show them in Task.
  • Project Association Enhancements
    • Multiple Change to Project Association
  • Gantt Enhancements
    • Pagination support for global Gantt
    • Export as PDF Support for global Gantt
    • Multiple column support in Gantt LHS
    • Support for column resizing, reordering Gantt and resizing the column section in Gantt.
  • Project Settings
    • Configurations for project management
    • Automatic Scheduling for projects, milestones and tasks
      • Time boundary restrictions
      • Task dependency based time restrictions
    • Automatic Calculation of actual times and costs for projects, milestones and tasks
      • Bottom up calculation of actual time (Work-log -> Task -> Milestone -> Project)
      • Bottom up calculation of actual cost (Work-log -> Task -> Milestone -> Project)
    • Bottom up calculation of estimated effort (Task -> Milestone -> Project)

Contracts

  • Contract associations with
    • Purchase
  • Custom Triggers

Purchase

  • Default approvers and site-based PO approvers
  • GST and Tax additional fields
  • Custom Triggers
  • Import & Export of configurations
    • Vendor
    • Cost Center
    • GL Code
  • Mail fetching in Conversation

Release

  • Enhancements
    • Release Template
    • Customizable layout for all stages
    • Release Form Rules
  • Configure custom scripts to modify release forms dynamically based on user input
  • Release module in AnalyticsPlus

Integrations and Other Enhancements

  • UEM Cloud. Scan assets and take remote control using DC Cloud agents
  • Maintenance Planning and Scheduling
  • Equipment and Asset Management

Mobile Apps

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

Problem Management

  • Archiving Problems
  • Different statuses for Incident Requests and Problems
  • Timer Actions for problem
  • Option to notify all incident requesters when a workaround/resolution is added to a problem.
  • Resolution template for resolution/workaround in problem
  • Problem Trash
  • Bcc field when sending email to multiple requesters

Custom module

  • Field and Form Rules for Custom module.

In Design

Setup

  • Template and Layout Customization Enhancements

Requests

  • Similar tickets for requests in UI both individual and grouping of requests.
  • Operational Hours enhancements such as Group based, Break Hours, Exclude Criteria etc
  • Business Rule Enhancements.
  • Drafts Enhancements.
  • Follow the Requests.

Assets

  • Software License Enhancements: Processor/Core-based Licensing
  • Asset Audit

General

  • Full-fledged REST API for all modules.

Contracts

  • E-Signature support in contracts
  • Contract Approvals

Projects

  • Agile Project Management
    • SCRUM
  • Milestone buckets in Kan-ban view for Project Tasks.
  • New Project Member notifications.

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.
  • Problem module in analytic plus

Purchase

  • Return Item from PO
  • Vendor Management
    • Registered vendors
    • Black listed vendors
  • Purchase Request
    • Conversations
    • Templates

Integrations and Other Enhancements

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

Survey

  • Survey for other modules
  • Generic periodic survey for users or user groups

Release

  • Change Association Enhancement :
    • Many-to-many relationship to enable associating one change with several releases

Zia

  • Spanish support for field suggestions

Space Management

  • Room booking

CMDB

  • Reverse CI Sync - Feature to sync CIs from CMDB to asset

In Planning

ESM Enhancements

  • 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

  • Condition based request approval

Projects

  • Projects - Field And Form Rules (FAFR)
  • Budgeting for Projects
  • Milestone and Task history enhancements with search and sort functionalities

Assets

  • 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.
  • Asset Booking: Enable end users to book and loan company-owned equipment from a centralized location.

Software

  • Software Metering
  • Automatic License Allocation

CMDB

  • Service Availability Management: To provide availability reporting for business-critical systems, databases, or other services.
  • Integrations with OPManager, Site 24x7, and ApplicationManager:
    • Automate mapping relationships for all configuration items (CIs) in your IT infrastructure

Solutions

  • Link requests to already tried solution
  • Solution Versioning
  • Print Solution

Problem Management

  • Link similar problems.
  • Problem Closure Code.
  • Tag/mark the problem with specific keywords (problem type,cause).
  • Problem Business Rule
  • Auto-suggest problem creation:Pro-active Problem Management Dashboard using Zia
  • Problem fine grained access Roles
  • Approval section for Problem
  • Ability to add Workaround/Solution/Impact/RCA details in Approval Description
  • Priority Matrix for problem
  • Change ID in problem list view
  • Map incident's resolution as problem's workaround
  • Associate multiple incidents to one problem from the requests page.
  • Resolve or Close multiple incident from Problem
  • Kanban view for Problem records
  • Track the severity/impact of a problem in an organization and review the major problem with the given solution/workaround.

Release Management

  • Integration with JIRA, Zoho Projects etc
  • Release Components & Versioning.

Space Management

  • Floor plan integration
  • User Association with space

Custom Module

  • Workflow for Custom Module.
  • Sub Form Field Type

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