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 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 Cloud, make sure to visit https://pitstop.manageengine.com/portal/community/servicedesk-plus-cloud/filter/idea

Updated on Aug 23, 2019

Roadmap Workflow

Work In Progress

In Testing

  • Changes

    • Change Conversations: Any communication around the change request will be added as conversations
    • Change UAT: A new stage called user acceptance testing (UAT) in the change life cycle allows users to test functionality by using relevant data.
    • Release Stage: After stakeholder confirmation, add tasks, probable downtimes, and other information to the Change Release stage.
    • Stage-Based Tasks: Change requests created from templates will contain the stage-specific tasks configured in the templates.
    • Modify Change Template for the following fields:
      • Apply for all field values
      • Apply only for empty field values
      • Don't overwrite and Delete the tasks & its dependencies from the existing template.
    • Copy Change: Create a new change by copying an already existing change request and modify the required fields in the new change.
    • Change History Revamp: Filter and sort change history by status, priority, mode, impact, and level.
    • Fine-grained access permissions to Change.
    • Notify Org Roles.
    • Workflow driven Stage for the Change.
  • Requests

    • Support for In-line edit for Technician in the Request List View
    • Option to automatically close a request when approval is denied
  • Reports

    • Advanced Filter: Display reports using the Date filter.
    • Enhanced Settings:
      • Customize the display of reports 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
  • Release Management

    • Focuses on the smooth flow of changes from deployment to production.
    • Stage and Status: Contains 9 stages, with support for custom stages. Each stage can be configured with several statuses with the option to notify specific roles on status change.
      • Stages available:
        • Submission
        • Planning
        • Development
        • Testing
        • User acceptance testing (UAT)
        • Deployment
        • Training and Support
        • Review
        • Closure
    • Workflow: Using a visual builder, configure the complete life cycle with stages, conditions, notifications, and approvals.
    • Roles: Configure ITIL roles such as Release Engineer, Release Manager, Development Head, QA Head, UAT Owner, Release Requester, besides the CAB.
    • Approvals: Configure multi-level and multi-stage approvals.
    • Templates: Create multiple templates with specific roles and workflow.
    • Calendar: Provide a bird's eye view of the ongoing and planned activities around the release.
    • Trash View
    • Customizations:
      • Add Closure Rule, Closure Code, Downtime, and Risk
      • Create Custom views
      • Custom Release ID and module prefix.
  • Projects

    • Copy Projects
    • Copy Project Templates
    • Create Project Templates from Projects
    • Milestone Bulk Close
    • Milestone Bulk Assign and Pickup
    • Task Bulk Assign and Pickup
    • Indexing
      • Milestone
      • Milestone Template
      • Project Status
      • Project Types
  • Contracts

    • API
    • Enhancements
      • An all new user interface
      • Custom Key ID
      • Contract Type: Categorize contracts by Maintenance, Support, Warranty, and so on
      • Configure multiple contract expiry notifications
      • Send contract expiry notifications to external email IDs on
      • Configure contract relationships (Parent-Child Association)
      • Add contract Owner
      • Configure "Yet to be Active" status
      • Filter by All Contracts view
      • Show notification emails on contract expiry
    • Contract Custom Reports with fields such as Contract ID, Contract Owner, and Contract Type.
    • Contract Expiry Notification Template
  • Problem Management

    • Problem Templates
    • Problem API
    • Problem Templates & Template APIs
    • Problem Closure Rules
    • Support Group for Problem
    • Problem ID Customization

In Implementation

  • Requests

    • Service Cost: Add cost to service template and resources.
    • Add images under Resource Questions.
    • Configure first response SLA escalation for Service Requests.
    • Allow end-users to modify requests by using the Editor field.
    • Add sections to Request templates.
    • Notify requester when a note is added.
    • Kanban View: Organize requests in a card-based view for a visual summary of the requests.
    • Lookup Additional field support for Request Module
    • Option for Technicians to mark their availability by choosing 'Online' or 'Offline'
    • Request History Revamp: Filter and sort request history by status, priority, mode, impact, and level
    • Option to allow task technician to access requests and technicians in a task group to access requests.
    • Multiple SLA associations for Service Templates.
  • 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.
  • Change

    • Link changes
    • Notify Org Roles
    • Notify when a note is added into the change
    • Notify all users about the change
    • Integration with JIRA Project, Tasks, and Bugs with Change across stages
  • Zia for Requests

    • Prediction for Category, Technicians, or Templates in Requests
    • Reopen requests via reply mail
  • Setup

    • Option to forward to the requester any email reply from the technician.
    • 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 to Org Roles.
  • Projects

    • Additional fields support for Microsoft Projects Import
    • Comments Enhancements: Projects, Milestones & Tasks with @mentions and notifications.
    • Department and Requested By fields in Project
    • Attachments support in Project Templates
    • New Default Project Role: Project Overseer
    • All Project Admins will be listed under New Project's Owner.
    • Import Projects from csv, xls, and xlsx, besides Microsoft Projects(.mpp)
    • Trash View
    • Export Project Gantt Chart as PDF and Preserve Gantt timeline settings
    • Show Projects under My Schedule
    • Short and user-friendly Project Key IDs
    • Add description in Rich Text for Tasks
  • Purchase

    • API
    • Site-based Purchase Order - Option for the technician to view only their siterelated 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.
  • Contract

    • Site-based Contract
    • Contracts Import/Export
    • Create contracts requests on receipt of expiry notification
    • Auto-renewal of contract on expiry
  • Survey

    • Zoho Survey integration and reports based on the same.
  • Solution

    • Topic Owner
    • Topic accessibility
    • Review / Expiry
    • UDF support
    • Support to embed video
  • Integrations and Other Enhancements

    • User Announcement panel
  • Facilities Desk [ESM Instance]

    • Building and Space Management
    • Maintenance Planning and Scheduling
    • Equipments and Assets Management
  • Release Management

    • Release Conversations
    • Under Release Status and Workflow, notify to OrgRoles
    • Filter and Search through Release History
    • Add stage-wise tasks in the Release Template (similar to Changes)
    • Reorder and display Release Stages
    • Release Dashboard
    • Release Reports in the Reports tab

In Design

  • Setup

    • Multiple Email IDs for users.
    • Excluding users from accessing surveys.
    • Technician online/offline marking
  • Requests

    • Share requests with Technicians and Requesters.
    • Request Dependency
    • Apply Form Rules to the details page and perform other spot edits.
  • Assets

    • Import mobile devices from ManageEngine MDM Cloud
    • Asset state enhancements: Configure user assignment for custom asset states
    • Asset Loan
    • Lookup Additional field support for Assets
  • General

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

    • Change Freeze Window: Configure a period of no configuration, down time planning for CIs, assets, or services during holidays, and business critical days to ensure a risk-free production environment.
    • Change collision detection: While scheduling a change, check for conflicts to ensure effective resource utilization.
    • Risk Assessment.
    • Change FAFR: Define rules and actions to be executed on a change form.
  • Problem Management

    • Problem Life Cycle
    • Business Rule
      • Auto assignment for problem.
    • Custom Triggers
    • Manage workaround/resolutions in Problems
    • Link the existing solution to problem solution.
  • CMDB

    • Business Views in CMDB - Expand CI relationships and save the expanded view.
    • CI Creation Rules : Customizable rules for automatically marking Assets and Users, as CIs
  • 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 Enhancaments
      • Average response and resolution time by Technician/Group/Requests
      • Average response and resolution time By SLA
      • Compliance
    • Dashboards Enhancements
  • Requests

    • Service Template Enhancements: Configure a separate list view resources questions with Add/Edit/Delete options.
    • Request Closure Wizard: Guide users to complete their tasks, fill out the work log, and add mandatory information in specific fields.
    • Tabular Form Input: Fetch request data from a table
  • Projects

    • Associate multiple changes to a project
    • Custom Filters for
      • Project Gantt
    • Linking Projects
  • Assets

    • 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.
    • Asset Replenishment:
      • Notify technicians when inventory (in store) count drops below a preset limit.
      • Site-based replenishments for all assets such as IT, Non IT, and components.
      • Configure threshold across product types, products, and for total asset count.
    • Integrations:
      • Scan assets and perform other operations remotely by using Remote Access Plus.
    • Asset History enhancements:
      • Track edited field values.
    • Consumable assets
      • Support for consumable assets like cartridges, papers, etc.
  • 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).

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