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 19, 2022

Roadmap Workflow

Work In Progress

In Testing

  • Request

    • Notification Rules Enhancements
      • Editable templates for push notifications
      • Searchable placeholders for notifications
    • Request Approval Enhancements
      • More approval rules
      • Mandate comments
      • Auto self-approval
  • Admin

    • Sandbox
      • New configurations for Change Field and Form Rules and Release Trigger
      • Enable user edit
      • Enable user import from production
      • Configure Mail Server Settings
      • Sync Tuple limit configurations from production
      • UI revamp
  • 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
  • Change

    • Triggers for Change sub-entities :
      • Custom triggers for change sub-entities such as tasks, approvals, approval levels, notifications, and notes
  • Setup

    • Native ServiceDesk Plus Mail Address for ticketing
  • Problem Management

    • Field and Form Rules
    • Problem specific solution/workaround
    • Custom function support for problem.
    • Problem Closure Code enhancement
    • Notification for Problem notes addition/update
    • Change association mandatory field in closure rule
    • Adding known error under Actions
    • Notification for groups/group members
    • Problem Custom Trigger
    • Link the existing solution to problem solution.
  • Solutions

    • Solution templates
    • Topic icon support

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
    • Timer Action in Request Trigger - Support for timer-based actions to remind user, escalate to or inform other users, send status updates to stakeholders, or take alternate action when the expected action is not completed.
    • CheckList support for Request Module
    • Configure quantity for each resource.
  • 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.
  • 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 Workflow Enhancements:
      • Improved Design of workflow builder
        • New stencil nodes are 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 stages
      • Add/Edit support added for Planning stage details in addition to Submission stage in Change Form
      • Lookup fields with criteria support added in Change Additional Fields
      • Trigger option to create the tasks configured in Change Template
    • Change Form Rules Enhancements
      • Use Custom Scripts to modify change forms dynamically based on user input.
    • Request - Change Association Enhancement
      • A request can initiate more than one change request
    • 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 for Requests

    • Reopen requests via reply mail
    • Auto Approval
    • Wizard to add custom keywords for Approval
  • Setup

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

    • Kanban view for global tasks
  • Projects

    • Projects - Additional Fields Enhancements
    • 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
    • Task Template Layout Customization and Additional fields support
    • Configure parent fields in Task Template and display fields underTask.
  • 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

    • 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
  • Facilities Desk [ESM Instance]

    • Building and Space Management
    • 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
    • Customize Notification Templates for Asset notifications
  • General

    • Full-fledged REST API for all modules.
  • Contracts

    • E-Signature support in contracts
    • Contract Approvals
  • Projects

    • Agile Project Management
      • SCRUM
    • Projects - Custom Trigger Enhancements
      • Triggers for Milestones and 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.
  • 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)
  • 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

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

    • Projects - Field And Form Rules (FAFR)
    • 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
      • Support for column resizing, reordering Gantt, and resizing the column section in Gantt.
    • Task Dependency Enhancements
    • Task dependency types
  • Assets

    • IT Store Movement: Manage and track asset movement between stores.
    • Track and manage asset acknowledgement process for assigned assets.
    • Asset Audit
    • 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.
    • Product Type additional fields
    • Layout customization for asset forms
  • 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
    • Problem module in analytic plus
    • 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.
  • Survey

    • Custom variable support For Zoho Survey
    • Survey for other modules
    • Generic periodic survey for users or user groups
    • Survey data for Analytics Plus
  • Release Management

    • Integration with JIRA, Zoho Projects etc

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