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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 November 11, 2022

Roadmap Workflow

Planning UI Design Implementation Testing Release

Work In Progress

In Testing

  • Request

    • Notification Rules Enhancements
      • Searchable placeholders for notifications

  • Projects

    • Milestone Trash
      • Support for Trash for project milestones

  • Change

    • Change additional fields now include check box, radio, decimal, currency, percentage, decision box, and auto-number.
    • Change Template Enhancements:
      • Customizable layout for all stages
      • Add/Edit support added for Planning stage details besides the Submission stage in Change Form
    • Request - Change Association Enhancement
      • A request can initiate more than one change request

  • Contracts

    • New contract states: Draft and Canceled
    • Indefinite Contracts
    • Support for vendor currency
    • Add attachments to conversation and notes
    • Technician scoping to view contracts
    • Auto-renewal of contract on expiry
    • Contract associations with
      • Request
    • Contract Templates
    • Conversation & Mail Fetching for Contracts

  • Purchase

    • Purchase Item level GL & CC
    • Purchase additional fields now include check box, radio, decimal, currency, percentage, decision box, and auto-number.
    • Mail Fetching in Purchase Order Conversations

  • Survey

    • Custom variable support For Zoho Survey

  • Assets

    • Automating asset ownership assignment process based on last logged on user details.

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.
    • Enhancement to request "Need more information" for approvals
    • CheckList support for Request Module
    • Sharing a Request within the Portal
    • Technician Auto Assign based on the Technician Online / Offline status.
    • Business Rule Enhancements.

  • Assets

    • Additional field of type Multi-Select Look-Up field along with criteria support
    • Asset Fine-Grain Access Permission: Scope assets based on asset type, location, and other field data, for selective exposure of Assets to technicians.
    • Automating asset ownership assignment process based on last logged on user details.
    • Track and manage asset acknowledgement process for assigned assets.
    • Product type specific additional fields and form customization
    • Customize notification templates for asset notifications

  • CMDB

    • Integrations with OPManager, Site 24x7, and ApplicationManager:
      • Track alarms generated in OpManager/Applications Manager/Site 24x7 as tickets in ServiceDesk Plus.
    • Generate reports for CI relationships
    • Export relationship map as an image or or a csv file
    • Downtime: Downtime for CIs and integrating with change and release module to sync downtimes for appropriate CIs and display respective downtime info in relationship maps and in Downtime calendar.
    • Integrating with Site24x7 to sync devices as CIs in CMDB.

  • Change

    • Change Template Enhancements
      • Customizable layout for all 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.
    • Change Roles Enhancements
      • 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

    • Requests
      • Reopen requests via reply mail
      • Auto Approval
      • Wizard to add custom keywords for Approval
    • Early access for guided conversation integration

  • Setup

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

  • Home

    • Kanban view for global tasks

  • Projects

    • Task Template Layout Customization and Additional fields support
    • Configure parent fields in Task Template and display fields underTask.
    • Project Association Enhancements
      • Multiple changes to projects association
    • Gantt Enhancement
      • Pagination support for global Gantt
      • Export as PDF Support for global Gantt
      • Multiple column support in Gantt LHS
    • Projects - Custom Trigger Enhancements
      • Triggers for Milestones and Tasks

  • 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

    • Release Template Enhancements
      • Customizable layout for all stages
      • Lookup fields with criteria support in additional fields
      • Trigger tasks in the template
    • Release Form Rules Enhancements
      • Configure custom scripts to modify release forms dynamically based on user input

  • Integrations and Other Enhancements

    • DesktopCentral Cloud. Scan assets and take remote control using DC Cloud agents
    • Zoho Cliq Integration in Requests
    • Maintenance Planning and Scheduling
    • Equipment's and Assets 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)

  • Solutions

    • Solutions scoping
    • Trash solution

  • Problem Management

    • Archiving Problems
    • Different statuses for Incident Requests and Problems
    • Problem SLA
    • 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

In Design

  • Setup

    • Technician online/offline marking
    • Additional Fields - Multi-Select Lookup Fields and Criteria based Look-up Fields

  • Requests

    • Similar tickets for requests in UI both individual and grouping of requests.
    • Operational Hours enhancements such as Break Hours, Exclude Criteria
    • OLA for 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
    • Projects - Auto Scheduling
      • Time boundary restriction for Project Schedules. Ex: Milestones' scheduled time will always be within Projects' scheduled time.
      • Bottom Up(Work-log -> Task ->Milestone -> Project) propagation of Actual Time.
    • Projects - Auto Calculation
      • Bottom Up(Work-log -> Task ->Milestone -> Project) propagation of Cost
      • Bottom Up(Task ->Milestone -> Project) propagation of Estimated Effort

  • 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
    • Request - Release association
      • A request can initiate more than one release, and a release can be associated with multiple requests
      • Associate release to the request that the release initiated
    • Release module in analytic plus

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

    • Task Dependency Enhancements
      • Task dependency types
    • Projects - Field And Form Rules (FAFR)

  • Assets

    • IT Store Movement: Manage and track asset movement between stores.
    • Plan and conduct physical audit of Assets.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.

  • SOFTWARE

    • Software Metering
    • Automatic License Allocation

  • CMDB

    • CI status propagation: Estimate impact or severity of an outage through CI status propagation based on (affected) CI interdependence.
    • 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 and predict the impact of CIs on your business, in case of any modifications.

  • Solutions

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

  • Problem Management

    • SLA
      • Configure SLA for problems and mark SLA violation
      • Escalate on violation of SLA
    • 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
    • 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

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