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Helpdesk Software Product Roadmaps

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ServiceDesk PlusArrowSupportArrowCloudArrowHelp desk software product roadmaps

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 September 23, 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.
    • Custom triggers for Notes, Tasks, Approvals, and Emails (Reply/Forward)
    • Notification Rules Enhancements
      • Editable templates for push notifications
      • Searchable placeholders for notifications

  • Admin

    • Sandbox: Admin Configurations

  • Integrations

    • Integration with ManageEngine ADManager Plus
    • Integration with TeamViewer

  • 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.

  • Setup

    • Zoho Mail Integration

  • Assets

    • Configure SNMP OIDs for asset fields to be used during discovery

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.
    • 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.
    • Generate reports for CI relationships
    • Export relationship map as an image or or a csv file

  • 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
    • Change Form Rules Enhancements
      • Use Custom Scripts to modify change forms dynamically based on user input.

  • Zia for Requests

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

  • Setup

    • Configure SLAs specific to site, support group, and service category.

  • 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
      • 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.

  • 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)

  • Solutions

    • Solution templates
    • Solutions scoping
    • Key ID implementation
    • Topic icon support

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
    • Technician Timesheet
    • Kanban for Global Tasks
    • Configure parent fields in Task Template and display them as module 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
      • 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

    • Condition based request approval

  • 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
    • Configurations for auto assign assets to users

  • 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

    • Solutions public access i.e without login
    • Link requests to already tried solution

  • 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).

  • Release Management

    • Integration with JIRA, Zoho Projects etc

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Let's support faster, easier, and together
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