Product Roadmap

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

Updated on 19 June 2026

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
  • Scoping of Data and Operations
  • Scope asset fields to hide or prevent updates on specific asset details such as financial data, serial number, and purchase cost.
  • Scope operations to restrict specific actions, such as moving an asset to expired or disposed status.
  • IoT Device Management
  • Maintain an accurate inventory of IoT devices, track ownership, location, and status, and manage them across their lifecycle.
  • 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
  • Impact Analysis
  • Use CMDB relationship data to automatically detect impacted services and CIs, supporting effective analysis and planning for incidents, problems, and changes.
  • CMDB Baseline
  • Create snapshots of CI configurations and relationships. Compare snapshots to understand and analyze how CIs have evolved over time.
  • CMDB Versioning
  • Track and maintain different versions of CIs and their attributes over time. Every change to an asset or CI, such as software, hardware, or documentation, is recorded, allowing teams to view historical states.
  • Workflow
  • Define a workflow for each CI type in line with organizational policy for a CI lifecycle.
  • CI Groups
  • Group CIs statically or dynamically and associate these groups to enable bulk association of CIs across incidents, service requests, problems, changes, releases, and downtimes.
  • CMDB Data Quality
  • Ensure CMDB data is reliable and up to date for effective use in incident management, change management, and more. Data quality is determined by preferred fields (completeness), orphan CIs, and stale CIs.
  • Sync devices from Site24x7 with CMDB
  • Automatically sync devices monitored in Site24x7 into the CMDB.

  • PO

  • Return Item Management
  • Handle the return of goods to a vendor after delivery, including initiating return requests, tracking returned quantities, managing approvals, updating inventory, and ensuring proper reconciliation.
  • PO Workflow
  • Define the sequence of steps that a purchase order must follow to be processed.
  • Quote Management
  • Bring quote entries into POs so that quotes from different vendors can be included as part of a purchase order, allowing users to assess and compare quotes before issuing one.
  • 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
  • Gatepass
  • Provide a structured and auditable mechanism for tracking and controlling the physical movement of assets into and out of organizational premises.
  • 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
  • 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.
  • CMDB
  • Upstream and Downstream CI Visibility
  • Provide upstream and downstream relationship visibility for every CI.

 

 
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.
  • Assets
  • Asset 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.
  • Tracking Resource Access
  •  Track user access to cloud applications in addition to physical asset associations. Effective access management supports security, operational efficiency, and compliance.
  • Consumable Management
  •  Track and manage consumable items, record issuance and consumption, and maintain accurate inventory levels.
  • User Audit
  •  Periodically validate assets assigned to users to ensure ownership, usage, and assignment records are accurate and up to date.
  • 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
  • Service Management
  • Define a service and its entities in a centralized location within ServiceDesk Plus, making them accessible across all modules, components, and editions.
  • 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.
  • Tax Additional Fields
  • Support both GST and VAT taxation models based on geography and regional compliance requirements.
  • 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.
  • Contract templates
  • Use contract templates to build forms with pre-populated data, allowing users to raise contracts quickly. 

 

 

Testing
  • ESM
  • Data Migration between Instances
  • Migrate data between service desk instances in ESM setup.
  • Asset
  • Asset Acknowledgement
  • When assets are assigned to users, end users can log in to the Self-Service Portal and acknowledge whether they have received the assigned assets, helping organizations maintain accurate asset ownership records.
  •  
Release
Check out our beta version here.
  • Zia
  • Ask Zia and Classic Bot Customization 
  • Customize the appearance of the classic bot and Ask Zia, and position the bot to float over pages. Configure under Admin > Zia > Zia Bot > Customization.
  • Gen AI Record Summarization for Custom Modules
  • Generate AI summaries of web tab custom module records and their subentities. 
  • Predefine the summarization prompt, the record fields, and the number of records summarized per subentity; technicians generate summaries from the record details page using the Summary option.
  • Admin/general
  • Instance Backup & Restore 
  • Export and restore requests and admin configurations between instances, with support for site-based request backups. Available under Admin > General Settings.
  • Device-specific Logo Customization 
  • Set a common logo across all platforms, or configure separate logos for web, mobile, and tablet.
  • Color and Dark Mode Enhancements
  • Standardized application colors, support for preferred theme colors in dark mode, and improved contrast, readability, and accessibility.
  • Import Sample Scripts
  • Import and reuse frequently used scripts across custom triggers, business rules, custom schedules, workflows, page scripts, request timer actions, and field and form rules.
  • Custom Widget Enhancements
  • Create, manage, and customize widgets from Admin > Developer Space > Custom Widget, edit them with a built-in source code editor, and define criteria that control where widgets appear.
  • Chat Enhancements
  •  Technicians can use Actions to ask the AI Agent (requires ChatGPT or Azure OpenAI integration), to create a request during an active chat, and search and share solutions as a URL, PDF, or HTML file. 
  • Transfer requester chats to support groups, delete old chat records, start remote sessions for IT assets from chat, select request templates for closed or missed chats, and create requests from the chat room or chat history.
  • Global Search Support for Request Template
  •  Search request templates across instances from the ESM portal and create requests without navigating to individual instances.
  • integrations
  • Downtime Integration
  • Sync downtime details for changes and releases from ServiceDesk Plus to OpManager (only downtimes created after the configuration are synced), and regenerate the REST API key from the OpManager integration settings.
  • Purchase and Change Approvals from MS Outlook
  • Approve purchase orders and changes directly from Outlook Actionable Messages.
  • ServiceDesk Plus Notifications in Microsoft Teams
  • In Microsoft Teams, you will now receive request, approval, and purchase request updates as actionable notifications within the ServiceDesk Plus chat bot.
  • CHANGES/RELEASES
  • Change List View Revamp
  • Track relevant changes with a revamped list view, create custom filters based on assigned roles, and use the My Actionable Changes filter to identify changes that require your action.
  • Assets
  • Asset Custom Views
  • Create and save custom asset views based on specific criteria, with selected columns and a preferred sort order.
  • Asset License Expiry Notification Banner
  • Notification banners are displayed when asset usage exceeds 80% of the purchased license limit.
  • Support for QR Code
  • Generate custom QR codes for new and existing assets, design barcode and QR code labels with a drag-and-drop label editor (supporting logos, sections, lines, static text, and asset fields), and bulk print barcodes and QR codes from the asset list view.
  • Custom Modules
  • Custom Module Enhancements
  • Configure how web tab custom modules behave for non-logged-in users.
  • Allow record submission via a shared form URL or restrict to view-only access, authenticate via email, SMS, or CAPTCHA, choose which fields and subforms appear, and customize the post-submission confirmation message.
  • Problems
  • Problem Conversations
  • Email conversations are now listed in the Conversations section on the Details tab of a problem. Use the E-mail filter to show or hide email threads alongside System Notifications and Notes.
  • ESM
  • New Instance Types (Travel & Finance)
  • Two new dedicated instances for travel and finance operations, each with separate requester and technician portals, ready-to-use incident and service request templates, preconfigured categories and items, and instance-specific technician groups.
  •