ServiceDesk Plus 14000 Released !

Dear Users,

We're happy to announce that ServiceDesk Plus version 14000 is now available. The latest version introduces behaviour changes , new features and several enhancements to further improve your experience with ServiceDesk Plus.

Timer Actions for Requests

Introducing timer actions to trigger time-delayed custom actions on requests. You can configure timer actions under Admin > Automation > Request Timer Actions.

Maintenance Module

Create, view, and manage maintenance related requests in your organization from under a new module Maintenance.

Need More Info in Approval Stage

Approvers can now inquire for clarification before recording their approval decisions for incident and service requests.

Custom Filter Enhancements

Introducing Advanced Filter in Requests to perform custom search based on predefined conditions and save them for later use.

Support for UEM Product Integration

Users can now integrate ServiceDesk Plus with any one of the following Unified Endpoint Management (UEM) products:

Patch Manager Plus, Remote Access Plus, Application Control Plus, Vulnerability Manager Plus, Device Control Plus, and Endpoint Central (formerly Desktop Central).

Problem Custom Trigger and Problem Custom Function

Users can now configure custom triggers for problems to automatically trigger actions on a problem by executing a script file, a custom function, or send email/SMS notifications.

Use problem custom functions to manipulate data in ServiceDesk Plus/third-party applications, and execute custom actions.

Microsoft Teams Enhancements

Administrators can now create custom commands and execute actions in Microsoft Teams right from the ServiceDesk Plus bot.

The support groups in ServiceDesk Plus can be mapped with the respective Teams channels. When requests are assigned to support groups, the bot will trigger notifications in the mapped channel.

Forgot Password Option for Local Authentication

Introducing Forgot Password option for users who log in via local authentication.

Drill-down Analysis for Requests

You can now perform drill-down analysis on requests from the reports module.

A tree structure for requests will be generated based on the criteria (Created Date, Responded Date, DueBy Date, and Completed Date) along with time period.

Use the drill-down analysis URL to share with other technicians.

Enable Dark Mode / Night Mode

Introducing Night Mode in ServiceDesk Plus that allows users to darken their application's screen. Night Mode is user and instance specific.

Upload Custom Font

You can now use custom/third-party fonts in ServiceDesk Plus. You can either add fonts that are already included in your operating system or upload new fonts via font files in the supported formats.

Import Vendors and Vendor Products

Administrators can import vendor details along with the products or services associated with vendors in bulk from CSV, XLS, or XLSX files. During import, new vendors can be added in bulk or the details of existing vendors can be updated in ServiceDesk Plus.

Security Meter

Monitor and gauge how effectively you have configured various built-in application security features using the security meter. To access the security meter, go to Admin/ESM Directory >General Settings > Security Settings. The security meter provides the following:
A security score in percentage
A security level classification based on the security score: unsecured, weak security, moderate security, and highly secure
An option to view and manage the list of available security features

Task Dependency Enhancement

The UI for task dependency mapping is revamped for better user experience.

API support added for task dependencies.

Reports Micro Feature

Introducing options to export reports without header. You can configure the settings from Reports > Custom Settings.
You can now schedule multiple reports under Reports > New Report > Schedule Report.
You can now save the edited custom report as a new report using the Save report as option.
You can now export, schedule, and mail reports in the XLSX format. You can also export requests, purchases, and software in the XLSX format.
A new notification rule "Notify technician and other SDAdmins when an SDAdmin edits/deletes another technician's schedules/reports." is added under Admin > Automation > Notification Rules > Reports.

Release-CI Relationship in CMDB

You can now view the associated CIs or releases along with their relationship map from the respective release/CI details page.

Option to get more properties while creating a new request from Zia Bot

Users can now add vital details such as subject, description, and mandatory fields while raising a request from the Zia bot.

Global Configuration for Time Zone, Date Format, Time Format

Use a global configuration for changing the time zone, date format, time format for all users under Admin > General Settings > Self-Service Portal Settings.

Trial license over the production setup

Customers can now avail a free trial license to check out the latest features and functionalities of ServiceDesk Plus. The trial license is valid for one month and can be used only once.

Advanced Customization for Requester Home Page

SDAdmins can now customize the self-service portal's home page using advanced options such as panels, buttons, snippets, widgets, etc using predefined or custom templates.

Visibility of User-specific Fields

SDAdmins can now prevent unnecessary exposure of sensitive user data by restricting the visibility of user-specific fields. To control the visibility of user-specific fields, ServiceDesk Plus allows you to configure either an inclusion list or an exclusion list to maintain allowed or restricted fields respectively. The lists must be configured for requesters and technicians separately.

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

You can also try our demo before going forward with the upgrade.

Regards,

Edwin Vasantha Kumar

Servicedesk Plus Team