Product Roadmap

The ServiceDesk Plus roadmap provides you with an overview of what you can expect in our future releases.

Updated on 15 OCT 2025

Note: We put in our best efforts to keep to this schedule. However, the actual timing of the release of each feature may vary based on our internal priorities and schedules.

 

If you would like to see something added to our plans, please head here.

Planning
  • Admin
  • Log Viewer Enhancements
  • Add a log entry for all Admin operations such as adding, editing, or deleting entries.
  • Requests
  • Read-only Shared Request
  • Assign read-only permission to the technicians with whom requests are shared.
  • Business Rules and Triggers
  • Rules for request associated entities.
  • Resource Profiling
  • Configure allowed resources based on the user's role in the organization.
  • Tags
  • Add tags to request conversations.
  • Tabular Form Input
  • Receive data from a table.
  • Mobile App
  • Request V3 (with API search).
  • Work Log Timer.
  • problems
  • SLA
  • Configure SLAs, mark SLA violation, and escalate on SLA violation.
  • Problem Life Cycle
  • Configure the sequence of statuses a problem request must go through, along with actions for each status change. 
  • Changes
  • Conflicts/Collision Detection
  • Display collision/conflicts in the Change Details page when two changes have common CIs and contain overlaps in their schedules.
  • Projects
  • Project Collaboration
  • Send emails from inside the project. Conversations, comments, and other project collaborations collected together under a tab.
  • Assets
  • IT Store Management and Movement
  • Manage and track the movement of assets across storerooms. 
  • Asset Check-in/Check-out
  • Track the entry and exit of assets by using barcode and QR code. 
  • Automatic Component Creation
  • Create components such as monitors and keyboards while scanning the workstations.
  • VCenter Authentication
  • Configure vCenter credentials and scan esxi hosts and virtual machines.
  • Asset Retirement
  • Manage and track the asset retirement process.
  • Automatic Categorizing of Managed Software Type
  • Unidentified software will be automatically categorized as managed software based on database information.
  • Dashboard Enhancements
  • Revamp of Asset tab and Asset Dashboard.
  • Scan Azure and AWS Infrastructure Assets
  • Virtual Software License Management
  • Manage virtual licenses across the network.
  • CMDB
  • CI Status Propagation
  • To bring in 'Status' for CI / Business service (like Up / Down / Partially down). Estimate the impact or severity of an outage through ci status propagation based on (affected) ci interdependencies.
  • Incident or Change Impact Analysis
  • Integration with Incident and Change modules to help identify downtimes and display accurate relationship maps under change impact analysis. 
  • Integrations
  • Sync devices from Site24x7 with CMDB.
  • Fetch devices from Device42 to CMDB.
  • PO
  • Support Return of PO
  • Support item return within PO
  • PO Workflow
  • Define the sequence of steps that a purchase order must follow to be processed.
  • Quote Management
  • Enable Quote field in PO/PR to include quotes from various vendors.
  • Vendor Management
  • Mark registered vendors and blacklist vendors. 
  •  
Design
  • Admin
  • Events
  • Schedule and manage events.
  • User Search Enhancement
  • Search users by defining custom criteria.
  • Requests
  • Request Custom Filter
  • Enhanced criteria section with $My_groups, $Today, and $This_Week place holders.
  • Related Workflow
  • Creating dependent requests for service request through templates.
  • Action Matrix
  • Based on ticket status and role permissions, restrict specific user actions under a ticket. 
  • Problems
  • Business Rules
  • Configure business rules to automate various actions for problem requests.
  • Field and Form Rules
  • Define field and form rules to be executed when Problem Requests are loaded, edited, and submitted.
  • Changes
  • Tasks in Change Template
  • Add implementation tasks to the change template. 
  • Solutions
  • Additional Fields
  • Capture different types of information into the knowledge base by using additional fields.
  • Assets
  • Asset Life Cycle
  • Define the sequence of the statuses an asset must go through, along with the associated actions for a status change. 
  • Consumable Handling
  • Manage consumables and used assets.
     
  • Asset Groups
  • Enhanced UI for Asset Groups
  • View the description of asset groups on hover.
  • View assets in the group easily and directly.
  • Export option for Asset Groups
  • Link an Asset Group to an Incident/Problem/Change
  • Enhance the dynamic criteria with the same filter options
  • Digital Resource Management
  • Define non-physical resources, such as applications, storage systems, networks, and SaaS services and virtual licenses across the network.
  • Configure user access to these digital resources.
  • Track digital resource allocation to users, from onboarding to off boarding 
  • Manage ServiceRequest permissions of these resources.
  • Asset Workflow
  • Define workflows to customize the directional pathway for the asset lifecycle process. 
  • Set up a notification matrix to track an asset at every step. 
  • Provide privileged (role-based) access to specific assets.
  • PO
  • Purchase Order Form Customization
  • Customize, mandate fields, remove, and reorder fields.
  • Purchase Order Custom Triggers
  • Configure custom control when a purchase order is added, updated, or deleted.
  • Contracts
  • Contract Custom Triggers
  • Configure custom controls when a contract is added, updated, or deleted.

 

 
Implementation
  • ADMIN
  • Factor in the technician shift timings and assign requests based on their shifts.
  • Module-level Administrative Roles
  • Add module-level administrative roles (like SDHelpdeskAdmin, SDAssetAdmin).
  • Requests
  • Gamification
  • Break the monotony of every day and motivate technicians to enjoy their work.
  • Request Additional Fields
  • Include all types of additional fields for incidents/service catalog and make them available under business rules, SLAs, and custom trigger conditions.
  • Chat Enhancements
  • Integration with other chat tools, such as Telegram, Slack, and Zoho Cliq.
  • Modify Requests
  • Auto-fill email IDs to notify requesters.
  • Business Rules and Triggers
  • Enhancements in notification - Attachment support, inline images, and new dollar variables.
  • Projects
  • Associations
  • Associate purchase orders and purchase requests.
  • Indexing Milestone, Milestone Template, Task Template
  • Agile Methodology
  • Implement projects that are aligned to changing business needs by incorporating iterative feedback from cross-functional teams and their customers or end-users.
    • Configure Sprints and schedule time-bound tasks under each module.
    • Automate the scheduling of tasks.
    • Provide better visibility of project through dashboards and KPI charts.
    • Drag and drop canvas for Gantt view and resource management charts.
  • Solutions
  • Group-specific Solutions
  • Add solutions that are accessible only to a specific group.
  • Changes
  • Change Freeze Date
  • Mark out a freeze window (period/interval) when no changes can be scheduled due to high business hours or holidays.
  • Linking Changes
  • Link changes with link type and comments.
  • Multiple Release Association
  • Link a change to multiple releases, and vice versa. 
  • Support for changes caused by a release and releases caused by a change associations.
  • Change List View Enhancement
  • My Actionable Changes filter in the list view.
  • Assets
  • Audit
  • Periodically assess the status of your assets. Check if the procured assets are available, list the missing assets, and inventory assets that must be acquired.
  • Asset Scoping
  • Allow technicians to view only relevant assets based on asset product type and location. 
  • Custom Triggers and Business Rules
  • Configure custom triggers and business rules to control when an asset is added, deleted, or updated.
  • Notifications
  • Be notified of under-licensed software, overwritten machines, and the like.
  • Notify users at periodic intervals about updates in all fields.
  • Assign and Reclaim Assets
  • Technicians can invoke the action from requests to scan a barcode or search for assets in the list view to assign or reclaim them.
  • The mapping between the Service Request and Asset Ownership Association or Disassociation is maintained in both the request and asset history.
  • Releases
  • Linking Releases
  • Link releases with link type and comments.
  • Request Association
  • Support for requests caused by this release and requests that initiated this release associations.
  • APIs
  • Departments
  • CMDB
  • Identify SNMP-based devices.
  • Purchases
  • Site-based Purchase Order Scoping
  • Allow technicians to view purchase orders only from their sites.
  • Purchase Order Conversations
  • Collate all system-generated notifications and all replies under the purchase order.
  • Contracts
  • Site-based contracts
  • Allow technicians to view contracts only from their sites.
  • Contracts History Enhancements
  • Capture changes such as adding, updating, associating child contracts, and renewing contracts under History tab.
  • Auto-renewal
  • Configure to auto-renew contracts.
  • Select users you want to notify about the renewal and choose a prolongation period in days, months or years.
  • Create Requests Before Contract Expiry
  • System will use the number of days prior to the contract expiry to trigger the request creation.

 

 

Testing
  • ESM
  • Data Migration between Instances
  • Migrate data between service desk instances in ESM setup.
  •  
Release
  • Requests
  • Request Workflow
  • Define a sequence of steps to automate how a request is handled from submission to closure.
  • Child Requests
  • Add child requests from the request details page or through user-defined actions. Also create child requests across instances.
  • Dueby Time Calculation in Request History
  • View complete details of due time calculations under Request History.
  • Custom module
  • Custom Module Workflow
  • Define a sequence of steps to automate how records are handled from submission to closure.
  • Timer Actions for Custom Module
  • Execute time-delayed actions on records.
  • Custom Views
  • Create and share custom list views containing records that meet specific criteria.
  • Trash and Auto Delete
  • Move records to trash temporarily.
  • Automatically delete active and trashed records older than their expiry period, daily.
  • Non-login
  • Allow users to view custom module data from non-login pages.
  • Reminders
  • Schedule reminder emails for events in custom module records.
  • Notifications for Custom Module
  • From the record details page, you can view related emails and system notifications, and reply to emails directly.
  • Subentities
  • Add and customize subentities such as work log, comments, conversations, reminders, checklists, tasks and custom subentities for web tabs.
  • Global Search
  • Users can search for custom module records from global search.
  • Tags
  • Add tags to records and view other records associated with those tags.
  • Colloboration
  • Collaborate with administrators while creating a custom module.
  • Classic View
  • View records in an extensive list with key information under records' title.
  • ASSET
  • Asset Loan List View API
  • Asset Loan List view API Based Revamp
  • Admin
  • Operational Hours Enhancement
  • Configure and manage operational hours for the Sites, Support Groups, and Regions configured in your application
  • Approval level action from Automation Rules
  • Dynamically add multiple levels of approval for requests based on conditions defined in custom triggers and workflows.
  • Survey Enhancements 
  • Anonymous Survey 
  • Define whether survey responses should include the user’s identity or stay anonymous.
  • Survey Reminders 
  • Configure survey reminders
  • Other Enhancements 
  • Mandate Survey Comments based on specific survey percentage
  • Survey Module Enhancement in Reports over API
  • General
  • Reply in New Window
  • In Requests and custom modules, configure Email and SMS reply to open in a new window
  • User Defined Action (SDP Actions) from Automation Rules
  • In Request and custom modules, automatically create requests, records, and their sub-entities via custom triggers and workflows.
  • Localization Enhancement
  • Localization support for refer entity values/configurations


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Check out our beta version here.