Helpdesk Software Product Roadmaps

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

Roadmap Workflow

Work In Progress

In Testing

• Notify Requester when a Technician replies through email
• Field and form rule to support managing Resources section and Tasks of Request form. This will allow Resources to be Hidden, Shown, Enabled, Disabled, Marked mandatory, Remove mandatory based on criteria of other fields. Similarly Tasks can be selected / deselected based on other field selection
• Common additional fields for Incidents and Service Requests
• Option to exclude satisfaction survey to be sent for certain set of users
• Tracking manual modifications over Assets in Asset history
• Ability to associate multiple Assets to a Request
• Task filters for Task list view under Projects, Requests

In Implementation

• Bar code for Asset scan
• Option to configure Change Roles in Change template
• Notify requester when technician replies to a Request through email client
• Option to configure additional fields for Work log
• Request acknowledgement email can contain auto suggestion of Announcement and Solutions
• 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
• Configuration to hide Solution tab from Requesters
• Auto refresh option for Dashboard
• 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)
• Ability to mark mandatory fields in Service catalog template resources fields
• First name, Last name model for user (currently only Full name is available)
• 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)
• User merge tool - To merge duplicate users
• Import Project from Microsoft Projects
• 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
• Users deleted in AD will be automatically deleted in SDP (based on configuration)
• Different operational hours for different days