ServiceDesk Plus pre-release notification

Enhancements

Zia Cluster Analysis

• Introducing Cluster Analysis to identify and manage incidents efficiently. This AI-powered feature groups related requests into clusters based on selected request fields, enabling faster pattern recognition and proactive issue management.
• Administrators can create and manage multiple configurations, define grouping criteria and fields, and configure threshold-based actions such as notifications to stay informed when incident trends emerge.
• To configure Zia Cluster Analysis, go to Setup > Artificial Intelligence > Cluster Analysis.
• A dedicated analysis page provides a centralized view of clustered data, enabling technicians to understand patterns and perform actions such as linking requests or associating problems directly from the interface.
• To view the analysis, go to Zia > Cluster Analysis from the request list view or the request details view.

Zia-Powered Collaborator Prediction

• Zia now predicts and suggests relevant technicians, requesters, and technician groups when sharing requests, enabling faster collaboration and more efficient request handling.
• To predict shared users, enable Collaborator Suggestion from Setup > Zia > Artificial Intelligence > Predictive Features.

Google AI Studio Integration

• Integrate ServiceDesk Plus Cloud and Google AI Studio and enhance efficiency and improve productivity.
• To enable the integration, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations > Google AI Studio.

• To enable the GenAI features, go to Setup > Zia > Artificial Intelligence > GenAI Features.

Ask Zia

• Ask Zia (Zoho-hosted LLM) is now extended to other editions in addition to the Enterprise edition.

Solution Assist

• Solution Assist is also available in all editions.

RAG Attachment Support

RAG-based solution prediction now supports attachment processing. It analyzes and indexes solution content along with associated files, including documents and other supported file formats such as PDF, DOCX, DOC, MD, TXT, HTML, and HTM.

Generate Multi-Language Solutions

Translate AI-generated knowledge base articles into multiple languages by using Language in the Solution Generator pop-up. By default, the solution is generated in the language used in the prompt.

Set Ask Zia as Default Landing Page for Requesters

Administrators can set Ask Zia as the default landing page in the requester portal by enabling Set Ask Zia as the default landing page under Setup > General Settings > Requester Portal > Requester Portal Settings.

Behavior Changes

Set Ask Zia as Default Landing Page for Requesters

• Reordering of Ask Zia in the requester navigation menu is now restricted.

Enhancements

Request View Scope Enhancement

• Allow requesters to view their department requests across sites by choosing the Own Department Requests- Across Sites option under View Permissions while adding/editing requester.

View Direct Reportees' Requests

• You can now allow users to view requests submitted by their direct reportees.

• For technicians this option will be available in the roles page.

• Users with ViewReporteesRequests role can view their direct reportees' requests with the help of new list view filter Requests Raised By My Direct Reportees. This filter is available in both Request & Archive Request list views.

Sync Tasks to Office 365 Calendar

• Tasks in ServiceDesk Plus Cloud can now be synced to Office 365 Calendar.

Request Template Help Card

• Help cards in the request form, previously accessed via the Help button, are now available as a collapsible section in the right pane.

Help Card in Request Form

• View help card content in a separate pop-up by clicking the full screen icon.

• Administrators can:
  • Set help card titles, unique to each request template.
  • Enable Auto display help card to show instructions on the request form by default. If disabled, users must expand the help card to view instructions.
  
  • Auto display help card is enabled automatically for templates where Show in Request Form is already enabled. Administrators can disable this option at any time from the request template.

Linking Changes

• Link change requests through parent-child relationships to organize, manage, and track complex deployments and related changes, such as staging to production migrations, antivirus patches, or large-scale, multi-phase implementations.
• A change can function as either a parent or a child, but never both.
• Administrators can set closure rules to ensure that a parent change is closed only after all of its child changes are completed. These checks can also be enforced through workflow transitions.
• Users with edit permission to the current stage can link and unlink changes under Associations in the change details page. They cannot perform this action in closed changes, but can link a closed change to open changes.

An Illustration of Linking Parent Change

An Illustration of Linking Child Changes

User-Defined Change Lookup Fields

• You can now select Asset and CMDB modules as reference entities for change lookup additional fields.

Release Scheduler

• The release details page now includes Scheduler, a weekly/monthly calendar that displays schedule of the release and its associated changes (each color-coded based on their change type), besides matching or conflicting freeze windows.
• Users with edit permissions can use Configure Release Schedule to modify the release's schedule.

Release Calendar View Enhancement

• You can now create releases from the calendar view.

CMDB Dashboard

• Introducing the CMDB dashboard, a centralized interface that provides a comprehensive view of all configuration items (CIs). You can track CI counts by status and monitor key data quality metrics such as completeness, orphan, and staleness and view associations of CI with other modules.

Checklist Enhancements

• Checklists are now available as custom actions under Setup > Automation > Custom Actions > Checklists.

Automations

• Checklist actions can be executed via triggers, workflows, workflow transitions, and timers.

Triggers

• Triggers can be configured for checklists (request subentity) and can be executed when a checklist is created, edited, or deleted.
• Checklist items can be used as criteria when configuring triggers.

Workflow Transitions

• In Incident and Service Request workflows, Checklist is available as an action node.

Workflow Transitions

• Checklist actions can be configured under Post-Action Rules in workflow transitions.

Timer

• Checklist actions can be configured within Abort Timer settings.

Incident and Service Request Templates

• Under the Checklists tab, Manage Checklists now supports bulk dissociation of checklists.
• A new requester permission Allow requesters to view checklists in requests created using this template is added under the Checklists tab for templates accessible to requesters.

Incident/Service Requests

• While converting a request type, you can delete checklists from the previous template. This applies to both incident and service requests.

Behavior Changes

Request View Scope

• In the Requester Add/Edit page, the Requester Allowed to View option has been renamed as View Permissions and moved from the Department Details section to Advanced Permissions & Privileges section.
• If a requester is not associated with any specific department, the department related permissions, Own Department Requests and Own Department Requests - Across Sites, will not be shown in View Permissions when adding/editing requesters.
• Previously, Own Department Requests was shown to Requesters.
• In Configure View Permissions under requester list view, both options will be shown but only applied to the requesters who have a department associated with them.
• Technicians can no longer perform their associated actions on requests accessed through approval.
• Requesters scope of requests are renamed as follows: