Upcoming enhancements in Request and Setup in ServiceDesk Plus Cloud

Dear Users,

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

Below is a brief run-through of the same.

Enhancements

Request

Mentions and Attachments in Request Notes

Mention users while adding or editing a note in a request.

To mention a user, use the '@' symbol. You can mention users by their names (e.g., @username) or by using placeholders (e.g., @Requester, @Technician, etc.)

Type @ to view the available users and placeholders for mentions in the following drop-downs:

Users: Lists individuals associated with sites accessible to the user who is mentioning.
Organization Users: Organization roles will be listed, and the associated user will be notified.
Request Users: Lists placeholders of user fields in the request, such as Requester, Technician, Group Members, etc.

Attach files to notes. Upload files from your computer or attach them from the cloud.

You can attach up to five files to request notes.

To know more about mentions and placeholders, kindly refer https://help.sdpondemand.com/adding-notes-3$user-mentions-and-placeholders-in-notes

Setup

Zoho Directory Field Mapping

The Technician Availability Settings in Advance Portal Settings has been repositioned for a better user experience.
Use Zoho Directory Sync Settings to configure whether ServiceDesk Plus Cloud should delete or disable a user's login when a user is deleted or deactivated in Zoho Directory.

Requests UDF Lookup Fields Enhancements

You can now include Asset and CMDB modules as reference entities for request lookup additional fields.

Project Lookup Additional Fields

Additional fields for Projects now support lookup fields
Only user and custom module entities can be used in lookup fields.
Add lookup additional fields under Setup > Additional Fields > Projects.

Checklist Enhancement in Request Triggers

Checklist sub-entity has been introduced in Request Triggers.
Apply request triggers on checklist fields like name, status, description, created time, created by, and parent request fields.

Request Template Help Card

Create help cards in incident/service templates to provide instructions to users adding or editing a request form.
To add help cards, open the incident/service template under Setup > Templates & Forms and click Form Customization.
Configure separate help cards for technicians and requesters in the same template in Technician View and Requester View.
Attach reference documents to the help card.

Choose to display the help card to requesters or technicians when creating/editing a new request or viewing the request details page.

Help card in request form:

Help card on request details page:

To know more about adding help cards ,kindly refer https://help.sdpondemand.com/configuring-request-template

Approval Reminder Notification Enhancements

Approval reminder notification email template is now made module specific and can be customized for each module under
Setup > Automation > Notification Rules > Select Module > Email Notification Templates.

Alternatively, you can access it from Setup > Automation >Custom Actions > Approval.

Module specific variables will be listed when customizing the email template.

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.

Thanks and Regards,

Shivany T

ServiceDesk Plus Cloud