Upcoming enhancements in Problems and Setup in ServiceDesk Plus Cloud

Dear users ,

We are elated to announce the upcoming enhancements in Problems and Setup in ServiceDesk Plus Cloud.

Service Category Enhancement

Service Categories now support a hierarchical structure with parent and child categories. You can define up to five levels of child categories.

Open a service category to view its child categories, service templates, and associated incident templates under their respective tabs.

Move service categories as child or parent categories.

Move service templates across different service categories.
On the Customize Catalog page, you can now customize the layout of service category descriptions and sort service categories in ascending or descending order under Preferences

Problem Roles

Administrators can now configure permissions for the following actions:

Add, edit, and delete tasks: Add, edit, and delete tasks associated with problems.
Modify analysis details: Edit details within the Analysis tab on the problem details page.
Modify solution details: Edit details within the Solution tab on the problem details page.
Edit or delete others’ notes: Edit and delete notes added by other users and technicians.

Note: Advanced permissions for Problems are now grouped into Edit permission.

API Field Key for Request UDF Fields And Support for Multi select lookup fields

Multi-Lookup Additional field support

You can now create Multi-Lookup additional fields in the Requests module.

Customize API Field Keys for Request Additional Fields

Define API field keys for new additional fields in Requests. The system automatically prefixes the field key based on the field type.

Note: The existing additional fields with system-generated Field Keys (e.g., udf_char1, udf_char2, etc.) will remain unchanged.

API Enhancements

Added API support for departments.
The department page has been revamped using API to offer better performance.

General

Global Search: The System Log entity now displays data from the last 365 days.

Issue Fixed

The edit and delete permissions intended for request notes apply to problem notes as well.

Note: All upgrades and feature releases, will be in-service and there won't be any downtime or service interruption.

Stay tuned for more updates!! We will update here once these upgrades are unwrapped in live.

Please share your thoughts/queries/feedback.

For more information , kindly refer to https://www.manageengine.com/products/service-desk/cloud/pre-release-notes.html

Thanks and Regards,

ServiceDesk Plus Cloud Team