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Helpdesk Software Product Roadmaps

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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 http://roadmap.manageengine.com/sdp

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

In Testing

  • Option to mark dependency between Requests (similar to dependency between Tasks) [March, 2015]
  • Server fail over (high availability) [Applicable for Enterprise Edition] [March, 2015]
  • Ability to cancel a PO [March, 2015]
  • Ability to associate multiple email address for users [March, 2015]
  • Option to configure Change Roles in Change template [March, 2015]
  • To increase the number of additional fields for Incidents to 80 from the current limit of 48 fields. Note : Currently this is increased only for Incident additional fields and not for Service Request additional fields [March, 2015]
  • Currently custom scripts (like Python script) can be executed from Request menu action. This is used to integrate with external applications (like Jira) and to pass Request information. We are bringing the ability to auto execute custom script based on Request criteria (rather than manually invoking from Request menu) [April, 2015]
  • Ability to customize custom client side script (java script) in Request templates. This will be helpful to enable / disable / hide / show / mark mandatory / remove mandatory settings for various fields on the fly (based on other field values). More work flow can be included by plugging in custom java script for Request templates [April, 2015]
  • IOS / Android mobile app for Requesters (currently app is allowed only for technician) [April, 2015]

In Implementation

  • Bar code for asset scan
  • Tracking manual modifications over Assets in Asset history
  • Option to exclude satisfaction survey to be sent for certain set of users
  • 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
  • Option for Technician auto assign and backup technician assignment based on Request created time (currently it is based on Request due by time)
  • Ability to associate multiple Assets to a Request
  • Notify Requester when a Technician replies through email
  • User merge tool - To merge duplicate users
  • Export Project Gantt view and task dependency view into pdf format
  • Import Project from Microsoft Projects
  • Task filters for Task list view under Projects, Requests
  • SLA for Change module

In Design

  • New UI for Request list view and details page
  • Filter option for Projects, Milestones, Tasks
  • Technician shift timing and to assign requests based on shift

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
  • Ability to mark mandatory fields in Service catalog template resources fields
  • Project templates
  • Users deleted in AD will be automatically deleted in SDP (based on configuration)
  • First name, Last name model for user (currently only Full name is available)
  • Different operational hours for different days