2022

Jan

Manage spaces across campuses

New Feature

The new Spaces module, now available with the facilities service desk, enables facilities management teams to optimize their organizationÍs space usage and stay on top of their workspace management across all campuses.

Organizations can visually map all levels of their campus„from buildings to rooms„and link the amenities and facility services to individual spaces. Facility managers can also associate tickets and assets with all the managed spaces for easier service management.

Ensure asset availability at all times by keeping inventory stocked

New Feature

IT managers or asset managers can easily make sure that the asset inventory stays at optimum levels. When the asset inventory falls below a certain threshold, email notifications can now be configured to notify relevant technicians. The new configurations can be found under Asset Replenishment in the Assets module.

Chat with requesters from tickets

New Feature

IT technicians can improve ticket resolution times by initiating a chat with the requester right from the ticket details page.

Effortlessly import asset data from SolarWinds

Integrations

The new SolarWinds connector helps import scanned asset data, such as network devices, workstations, and servers, from SolarWinds instances to ServiceDesk Plus.

Set custom operational hours for each day of the week

Enhancement

Operational hours can vary depending on the day of the week, so a static setup just doesn't work. To address this, you can now configure custom operational hours, along with a break session, specific to each day of the week. Exclusion rules can also be configured to define the non-working days of each month.

Manage changes better with the new enhancements

Enhancement

The latest release has several new enhancements in change management. Change admins can configure settings related to editing, approval actions, or email notifications in a change request via Change Configurations. Those with the ChangeOwner or SDChangeManager roles can manage tasks in the change implementation stage even after the change is closed. Task-related notifications can also be sent after change completion.

Finally, a change that has been deleted can now be restored later if needed.

Access any service desk instance in the ESM portal using alias URLs

Enhancement

Organization admins can now allow users to access any service desk instance in the ESM portal directly with alias URLs. Admins and instance owners can configure these URLs under Instance Settings in the ESM Directory. On accessing the URL, users will be redirected to the Home tab of the instance.

Analyze how well technicians resolve tickets over chat

Enhancement

The reports module now includes predefined chat reports such as Chats initiated by requester, Chats answered by a technician, Unanswered chats, and Completed Chats.

Quality-of-life improvements

Enhancement
  • Replace UI labels with any preferred text using the inline edit option. Currently, this is applicable only for labels in the following sections: Headers, Home, Requests, Tasks, and Worklogs. To access this option, go to Help (the ? icon) and click Translations.
  • Embed video links in knowledge articles in the Solutions module to share information better.
  • Access Advanced Analytics in an embedded view under the Reports tab. Advanced Analytics now supports SSO for simpler access.
  • Organize tabs in the navigation menu and allow technicians to personalize the tab order (the Admin page > General Settings > UI Customization > Organize Tabs).

2021

Sep

Plan and implement effective releases with the brand-new release module.

New Feature

The new release module brings strong release management capabilities to ServiceDesk Plus, helping you transform your release efforts by leveraging best practices to plan, build, test, and deploy releases to your production environment. Release management works in tandem with change and project management to ensure smooth deployment of releases across your IT infrastructure.

Build graphical release workflows to define release strategies, configure useful automations to accelerate releases, and set up standard operating procedures for releases in your IT infrastructure.

Improve self-help support with Zia.

New Feature

Zia, our AI assistant, is now available as a conversational virtual support agent. You can now ask Zia to perform a variety of help desk operations, such as raising requests, assigning technicians to requests, and viewing solutions and announcements, all from a single chat window. Zia can handle L1 tickets to free up technicians' time and provide rapid support for users.

Curate custom product tours to improve self-service portal adoption.

New Feature

Create custom product tours to educate users and familiarize them with the self-service portal. You can create tours in multiple languages and automatically provide requesters with an appropriate tour based on their preferred language.

Reconcile software with ease.

Enhancement

Keep your user repository updated with Delta Sync, which pulls the latest user details from Active Directory into ServiceDesk Plus. Delta Sync minimizes the data payload transferred during an import, and it is scheduled along with the full scan. To schedule the next import or view past imports, go to the ESM Directory or the Admin tab, then click Active Directory.

You can also schedule LDAP imports to periodically sync user details from all the available domains with ServiceDesk Plus. To schedule LDAP imports, go to the ESM Directory or the Admin tab, then click LDAP.

Ensure data privacy compliance with better control over PII and ePHI.

Enhancement

You can now mark additional user fields that contain personally identifiable information (PII) or electronic protected health information (ePHI) to identify the sensitive information collected and stored in ServiceDesk Plus. Technicians' and end users' PII and ePHI in marked fields will be handled in accordance with data privacy regulations to ensure user data is protected.

Other quality-of-life improvements.

Enhancement
  • The all-new Group Role is a support-group-based role that can be associated with support groups and used as a criterion for various service desk automations like support group notifications, SLA escalation notifications, request life cycles, custom triggers, backup technician assignments, sharing dashboards, and approvals.
  • You can now configure webhooks for the request module that enable users to call an external URL or API to facilitate communication between ServiceDesk Plus and any third-party application.
  • You can specify which file types to permit and which to restrict.
  • Incident, service request, and release template customizations now support up to four columns and up to 12 fields in a single row.
  • Default contract types can now be deleted, and deleted contracts can be maintained as inactive contracts if they are associated with other contracts.
  • Custom notification sounds can be configured for chat messages, broadcast messages, announcements, and technician notifications.

You can read the entire list of improvements rolled out in the latest release here.

June

Make way for better ticket template and category predictions with Zia.

New Feature

Zia, our AI-powered assistant, now suggests both ticket categories and templates during ticket creation to help users submit the most relevant information. Zia continuously learns from the data in the application. She inspects every incoming request and learns user behavior to improve ticket category and template predictions.

Each of Zia's predictions is recorded and can be evaluated and marked as a correct or incorrect prediction by the user. This feedback will be used to re-equip Zia with training data, enabling the bot to make better-informed decisions in the future.

Improve asset discovery with the new, unified agent.

New Feature

The new agent from ManageEngine Desktop Central offers improved asset discovery, remote control, and warranty tracking capabilities and is available for all ServiceDesk Plus users with the Professional and Enterprise editions. This transition to a unified agent helps harness Desktop Central's agent-based asset discovery capabilities and more in ServiceDesk Plus.

Learn more about the new, unified agent here.

Protect sensitive data with encryption.

Enhancement

Additional fields in templates and forms can now be encrypted to collect specific ticket information while maintaining anonymity. All encrypted fields will be hidden in reports, ensuring compliance, data protection, and security.

Analyze survey data with the improved Analytics Plus integration.

Enhancement

The advanced analytics integration supports survey data from ServiceDesk Plus. Create and manage reports and dashboards based on survey data to gain better insight on user surveys.

Reconcile software with ease.

Enhancement

Reduce clutter by merging multiple entries of the same software, with licenses and purchase orders carried over seamlessly. The most recent of the two software becomes the parent, and all licenses and purchase orders transferred to it will automatically take its name, making it easy to track all your software licenses and POs.

Leverage the new ServiceDesk Plus add-in for Microsoft Outlook.

Integrations

Good news for Outlook users: ServiceDesk Plus is now available as an add-in for Outlook. Using this add-in, users can raise requests and track their progress from their Outlook mailbox. Technicians can also perform a variety of ticket actions, like editing, picking up, or even assigning requests, without leaving Outlook.

Other quality-of-life improvements.

Enhancement
  • Design resource sections that can be reused in multiple service templates.
  • Automatically associate IT assets with sites based on the asset's IP address.
  • Improve the user experience with reimagined UI elements across header quick links, global search, and more.
  • Change the orientation of the header pane to suit your preference.
  • Move error emails that stop the mail fetching schedule to a separate folder and continue processing the next email.
  • Automatically categorize computers based on their chassis type.

You can read the entire list of improvements rolled out in the latest release here.

Let's support faster, easier, and together