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
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
Space Management
Custom module
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
- 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
- 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
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
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