ManageEngine ServiceDesk Plus Cloud roadmap | Service desk roadmap | Cloud ITSM roadmap | IT service management roadmap

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 July 29, 2021

Roadmap Workflow

Planning UI Design Implementation Testing Release

Work In Progress

In Testing

Request

Lookup Additional field support for Request Module
Condition based Service Request SLA. Custom Notifications for SLA escalations.
Notification Rules Enhancements

Editable templates for push notifications
Searchable placeholders for notifications

Admin

Sandbox: Admin Configurations

Integrations

Integration with ManageEngine ADManager Plus

Projects

Customizable Project Templates
Project Template specific Additional Fields
Project Members in Project Templates
Summary(Dashboard) under Project
Quick Add Tasks across modules (Request / Problem / Change / Project / Release)
Quick Add Milestones
Project History enhancements

Search and sort history

RHS Enhancements within a Project - Milestone & Task Summary
Milestone & Task List-view enhancements

Default Filters
Column chooser
Support for Grid & Template Views

Worklog Description - Rich Text Area Support
Group field for General Tasks and Project Tasks

Reports

Advanced Filter: Display reports by using the Date filter.
Enhanced Settings:

Customize reports display 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

Change

Enable requesters to raise change requests from the requester portal.
Import worklog of Request, Problem, and Change

Setup

Zoho Mail Integration

In Implementation

Requests

Notify requester when a note is added.
Tags for requests
Inclusion of attachments for Request notes and mentioning a user in a Request notes.
Allowing requester to edit the request after submitting the request
Enhancement to request "Need more information" for approvals
Move a Request to another Portal

Assets

Asset Life Cycle: Define the stages of an IT asset and also specify actions to be completed during a status change.
Consumable assets:

Support for consumable assets like cartridges, papers, etc.

Import Vendors, Product-Vendor associations
Criteria based Look-Up Fields, where criteria can be configured for an additional field and only values matching those criteria will be shown in the Form. Criteria based Look-Up fields will be available for Requests, Assets, CMDB and for Custom Modules
Additional field of type Multi-Select Look-Up field along with criteria support
Reports for Software Installations, where Software fields and Workstation fields can be combined and report can be generated

CMDB

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.

Change

Change Freeze Schedule: Ensure a risk-free production environment by creating a period of no configuration and downtime planning for services or sites during holidays and business critical days.
Change Maintenance schedule: Specify time periods during which changes for specific sites/services should be scheduled. For example, create a maintenance schedule to implement changes such as printer maintenance only during weekends.
Change Workflow Enhancements:

Improved Design of workflow builder
New stencil nodes supported, including WaitForCondition, Add Task, Custom Functions, Webhook, Fork and Join (parallel processing of flows), and Timer Action. Timer Action in Trigger and Workflows - Support for timer-based actions needed to remind the user, escalate to or inform other users, send status updates to stakeholders, or take alternate action when the expected action is not completed.

Change Template Enhancements

Customizable layout for all the stages
Add/Edit support added for Planning stage details in addition to Submission stage in 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.

Home

Kanban view for global tasks
Embedding reports as dashboard widgets

Projects

Task dependency enhancements

Task Dependency Types

Projects - Auto Scheduling

Task Dependency based Auto Scheduling
Time boundary restriction for Project Schedules. Ex: Milestones' scheduled time will always be within Projects' scheduled time.
Bottom Up(Worklog -> Task ->Milestone -> Project) propagation of Actual Time.

Projects - Auto Calculation

Bottom Up(Worklog -> Task ->Milestone -> Project) propagation of Cost
Bottom Up(Task ->Milestone -> Project) propagation of Estimated Effort

Custom Trigger - Projects & Milestones

Webhook
Triggers for Projects
Trigger based Notifications

Project Association Enhancements

Multiple Change to Project Association
Linking of Projects

Gantt Enhancement

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.

Survey

Zoho Survey integration and reports based on the same.

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

Purchase

Purchase Item level GL & CC
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
Import & Export of configurations

Vendor
Cost Center
GL Code

Release

FAFR support for Release

Integrations and Other Enhancements

DesktopCentral Cloud. Scan assets and take remote control using DC Cloud agents
Zoho Cliq Integration in Requests

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)

In Design

Setup

Multiple Email IDs for users.
Excluding users from accessing surveys.
Technician online/offline marking
Additional Fields - Multi-Select Lookup Fields and Criteria based Look-up Fields

Requests

Share requests with Technicians and Requesters.
Request Dependency
Request Closure Wizard: Guide users to complete their tasks, fill out the work log, and add mandatory information in specific fields. OLA for requests
Option for Technicians to mark their availability by choosing 'Online' or 'Offline'

Assets

Customize Notification Templates for Asset notifications

General

Full-fledged REST API for all modules.

Contracts

E-Signature support in contracts
Contract Approvals

Projects

Task Template Layout Customization & Additional fields support

Configure parent fields in Task Template and show them in Task. Ex: Option to configure choosing module(Request / Problem / Change / Project / Release) template fields in Task Templates and showing those selected fields in module Tasks.

Worklog Description - Rich Text Area Support
Group field for General Tasks and Project Tasks
Technician Timesheet
Kanban for Global Tasks

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

Return Item from PO
Vendor Management

Registered vendors
Black listed vendors

Custom Triggers
Purchase Request

Conversations
Templates

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: Receive data from a table
Service Template Enhancements: Configure a separate list view resources questions with Add/Edit/Delete options.
Condition based request approvals
Trigger for Request Notes, Notifications, Approvals and Tasks

Projects

Agile Project Management

SCRUM

Project Association Enhancements

Project to Purchase Order Association
Project Request Association enhancements

Assets

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.
Product Type specific Additional Fields
Layout customization for Asset forms
Configuring SNMP OIDs for Asset fields and use them during discovery

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.
Capture downtime information for CIs and show them in relationship maps and business views

Solutions

Solution templates
Solutions scoping
Solutions public access i.e without login

Problem Management

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).

Release Management

Integration with JIRA, Zoho Projects etc

Helpdesk Software Product Roadmaps