Helpdesk Software Product Roadmaps

In Implementation

Requests

• Request Workflow and Automation
• Reports on request resource
• Approval Reports
• Multiselect lookup fields
• Enhancements
  • Business Rules
• Zoho Flow Integration
• Service Catalog customization
• Business rule and trigger updates in request history
• Auto approval options enhancement
• Business Rule support Request Tasks

Assets

• Associate consumable quantities with Assets
• Enhancements:
  • Processor/Core-based Licensing
• Asset Audit
• Asset allocation search based on user/department for Asset Manager

CMDB

• Fine Grained Access for CMDB
• CMDB Baseline
• Modify CI type of an existing CI in CMDB

Solutions

• Solution Versioning
• Request to Solution association
• Separate page Solution settings and api for solution settings.
• Restricting solution module to requesters.
• Notification templates for review date, expiry date & forward notification rules
• Syncing solution Additional fields, Review date and Expiry date also to Analytics plus

Change

Enhancements

• Change Form Rules
• Use Custom Scripts to modify change forms dynamically based on user input
• Change Roles
  • Users can now create custom views for changes based on change roles
  • Change roles can now be used as a search criteria in Change Triggers, Change Workflows, Change Custom Menu

Change Form Rule Enhancements

• Support for other layout fields in change form rules.

Zia

Request

• Suggestions in request creation forms
• Find similar requests on the create/edit page
• Zia dashboard widget

Blended conversations

• Swedish support for Blended Conversation builder and chatbot

Space Management

• Room booking

Setup

• Custom SMS gateway feature

Home

• Kanban view for global tasks
• Color code to represent leave types based on scheduler and technician availability
• Announcements Enhancement:
  • Publish announcements on the banner at scheduled times.
  • Always display announcements on the banner until the scheduled time expires.
  • Provide a list of all announcements created within the module details page (Request, Change, Problem, Release)
  • Capture the source module details in Announcement details
  • Follow Announcements - Enable users to follow announcements for updates notifications
  • Announcement Comments - Allow technicians to comment on announcement updates.
  • Announcement Template - Administrators can set predefined announcements as templates.
  • Customize announcement permissions for new custom roles.
  • Enable publishing announcements exclusively for user groups or technician groups.

Projects

• Task template layout customization and additional fields support
• Configure parent fields in task template and display them in tasks
• Gantt Enhancements
  • Pagination support
  • Export as PDF
  • Multiple column support
  • Resize columns and reorder chart
• Project Settings
  • Configurations for project management
  • Automatic scheduling for projects, milestones and tasks
    • Time boundary restrictions
    • Task dependency based time restrictions
  • Automatic calculation of actual times and costs for projects, milestones and tasks
    • Bottom up calculation of actual time (Work-log > Task > Milestone > Project)
    • Bottom up calculation of actual cost (Work-log > Task > Milestone > Project)
  • Bottom up calculation of estimated effort (Task -> Milestone -> Project)

Contracts

• Contract associations with
  • Purchase

Purchase

• Default approvers and site-based PO approvers
• GST and Tax additional fields
• Import & Export of configurations
  • Cost Center
  • GL Code

Problem Management

• Problem Dashboard Enhancements
• Problem Approval
• Problem Proactive
  • Periodic notification of probable problems identified from similar requests based on subject and description.
  • Manual triggering of problem identification from quick actions.
  • Ability to associate existing problems/new problems with requests within groups
• Technician group based scoping for Problem Template.
• Reply template for problem.
• Changing problem to change association in relationship entity.
• Problem Owner can view their Problem without problem view permission

Release

• Enhancements
  • Release Template
  • Customizable layout for all stages
  • Release Form Rules
• Configure custom scripts to modify release forms dynamically based on user input
• Change Association Enhancement :
  • Many-to-many relationship to enable associating one change with several releases
• Project Association Enhancement :
  • Many-to-many relationship to enable associating a project with several releases
  • Associating milestones of the project with a release
• Problem Association:
  • Associating problems caused by releases and problems fixed in releases.

Integrations and Other Enhancements

• UEM Cloud. Scan assets and take remote control using DC Cloud agents

Survey

• Survey for other modules
• Generic periodic survey for users or user groups

Mobile Apps

IOS and Android

• Create Service Request Approval
• Reply templates
• Move request across instances
• Individual conversation reply
• Request group filters
• Convert Incident Request to Service Request.
• Asset acknowledgement
• Asset audit
• Asset loan
• Consumables
• Template support
• Trigger action
• Topic wise listing
• Release Module
• RFID Support

Custom module

• Field and Form Rules for Custom module.

Maintenance

• Scheduler Enhancements