Helpdesk Software Product Roadmaps

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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 May 06, 2021

Roadmap Workflow

Work In Progress

In Testing

  • Request

    • Custom script support in FAFR
    • Notification Rules Enhancements
      • Editable templates for push notifications
      • Searchable placeholders for notifications
  • Admin

    • Sandbox: Admin Configurations
  • Integrations

    • Integration with ManageEngine ADManager Plus
  • Assets

    • Custom Triggers for Assets :
      • Configure actions to be triggered when an asset is created, edited, or deleted.
      • Enable/disable trigger options.
      • Configure various actions, such as Custom Functions, Webhook, and Notifications.
    • Asset Bulk Edit
    • QR Code - Option to generate / print QR Codes similar to Barcodes
  • CMDB

    • Custom Triggers for CMDB
      • Configure actions to be triggered when CI created, edited, or deleted.
      • Enable/disable trigger options.
      • Configure various actions, such as Custom Functions, Webhook, and Notifications.
  • 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
  • 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
  • Setup

    • Zoho Mail Integration
  • Purchase

    • API
    • Site-based Purchase Order - Option for the technician to view only their site related to purchase Orders.
    • Purchase Order UI Enhancement
    • Purchase Order Configurations - Option to customize the PO form fields where admin can mandate, show/hide, and reorder fields.
    • Purchase Order Enhancements
      • Purchase Order for non-asset purchases like training and services - Purchase order is extended to track various services of the organization, such as the annual maintenance and preventive maintenance service for IT assets, infrastructure service purchased/availed from third-party vendors.
      • Purchase Order Item level note/description - Purchase order item level description will be available.
      • Copy Purchase Order - Option to copy/replicate purchase order where the new PO holds details copied from the existing one.
      • Purchase Order Conversations - Separate tab for Conversations under each purchase order, which holds system-generated notifications and emails sent to Owner and Vendor.
      • Trash Purchase Order - All deleted purchase orders are stored for a period of 24 hours from the time of deletion. After that, the purchase orders were permanently deleted from the application.
    • Purchase Orders Import/Export - Export purchase orders in the HTML, XLS, PDF, and CSV format.
    • Dashboard Reports
    • Custom Filters
  • Contract

    • Site-based Contract
    • Contracts Import/Export
    • Renewal requests when contracts expire
    • Dashboard Reports
    • Custom Filters
  • Changes

    • Change Downtime Enhancements : You can now capture CIs Involved and Services Affected information when creating Change Downtime. This allows you to detect overlaps in downtime schedules within a change and notify the respective CI owners and managers when a downtime is configured.
    • Change Notification and Conversation Enhancements
      • The "Bcc" field is now supported across all change notifications and conversations.
      • Admin-configured change notifications can now be sent to any email address.
      • You can now select recipients for change notifications and conversations from Users, Change Roles, Organization Roles, or provide any email address.

In Implementation

  • Requests

    • Notify requester when a note is added.
    • Lookup Additional field support for Request Module
    • Multiple SLA associations for Service Templates.
    • Tags for requests
    • Request Closure Wizard: Guide users to complete their tasks, fill out the work log, and add mandatory information in specific fields.
    • 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
  • 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(Worklog -> Task ->Milestone -> Project) propagation of Estimated Effort
    • Custom Trigger - Projects & Milestones
      • Webhook
      • Triggers for Projects & Milestones
      • Trigger based Notifications
    • Project Association Enhancements
      • Multiple Change to Project Association
      • Linking of Projects
  • 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
    • 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
    • OLA for requests
  • 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

    • 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