ServiceDesk Plus

    Product Roadmaps


    These product roadmaps provide an overview of what is coming in the future releases of ServiceDesk Plus - the complete, ITIL Ready, help desk and asset management software solution, with tentative release. schedules. If you would like to see a new feature or vote on suggested features in future releases of ServiceDesk Plus, make sure to visit

    Note: This is only a tentative schedule. The implementation of the feature set may vary based on internal priorities and time.

    Roadmap Workflow

    ServiceDesk Plus Roadmap

    Work In Progress

    Updated on 20th November 2015

    About to Release

    • Import Project from Microsoft Projects
    • Upgrading to Tomcat 7
    • Upgrading Java (to Jre 7)
    • Rest API for Solution module
    • Ability to mark First call resolution
    • Option to mark that a technician is currently working on a Request and to automatically add work log based on it
    • Configuration to hide Solution tab from Requesters
    • Auto refresh option for Dashboard
    • First name, Last name model for user (currently only Full name is available)
    • Support to customize Self service portal home page
    • Telephony integration with Avaya and Asterisk devices
    • ¬†Import CI relationships from spreadsheet

    In Testing

    • Option to exclude satisfaction survey to be sent for certain set of users

    In Implementation

    • Option to configure additional fields for Work log
    • Site Referring another Site : Currently a Site settings can refer to Default settings. With this enhancement a Site settings can refer the settings of another Site
    • Purchase Request : Option to create Purchase Request which is an earlier stage to Purchase Order. Vendor quotes can be attached to Purchase Request and approval can be obtained concerned approvers. Once approved Purchase Order can be created from Purchase Request
    • Ability to associate multiple Changes for a Project
    • Option to plug-in client custom javascript for Change form. This will allow to manipulate Change fields so as to Hide, Show, Enable, Disable, Mark mandatory, Remove mandatory based on various criteria
    • Project templates (similar to Request templates)
    • Option for Technician auto assign and backup technician assignment based on Request created time (currently it is based on Request due by time)
    • User merge tool - To merge duplicate users
    • Ability to assign Group and Technician for Request from Request list view
    • 'Field & Form Rules' section for Change template (similar to 'Field & Form Rules' section in Request template)
    • Bar code for Asset scan
    • Ability to configure organization roles (like Site Manager, Department Approver, Region Head,..) for Organization, Region, Site, Department and use them for Approvals (similar to existing Dept_head, Reporting_to)
    • Filter option for Projects, Milestones, Tasks
    • Chat feature :
      • Ability for Requester to raise chat
      • Chat room where on going chat sessions can be tracked
      • Alert in technician screen when a new chat request is raised
      • Support to view the requester info, pending requests, asset info of requester
      • Transfer chat from one technician to another
      • Ability to create new request from chat transcript
      • Ability to add chat transcript as a notes / resolution to a request
    • Survey Enhancements
      • Support to configure different survey templates for different type of Requests
      • Ability to send ad-hoc survey (than survey to be associated with Request)
      • Ability to set periodic ad-hoc survey (send survey automatically once in every 3 months, 6 months,..)
      • Ability to configure different answers for different questions

    In Design

    • New UI for Request list view and details page
    • Technician shift timing and to assign requests based on shift
    • Email reminder notification to users on Pending approval action
    • Ability for the technician to mark online / offline which will be helpful to assign requests / tasks
    • Dashboard customization :
      • Ability to reorder / remove existing widgets
      • Option to embed external widgets into Dashboard
      • Create Managerial Dashboard and allow Requesters to view Managerial Dashboard
      • Group based filtering in widget

    Yet to start

    • To include 'Expiry' date for solution
    • Additional fields for Solution
    • Requester can add comments over solution article
    • Requester can mark Like / Unlike over a solution article
    • Option to link Solutions
    • Option to mark mandatory question in Survey
    • Ability to view Request fields from Tasks and to update from Tasks (for the case where the technician is assigned with the task, but does not have permission to view the request)
    • Ability for Requester to cancel the Request raised by them
    • Users deleted in AD will be automatically deleted in SDP (based on configuration)
    • Different operational hours for different days

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