Strengthening the ITSM Core
- Service Catalog: Replace variables with custom fields to increase efficiency and allow reuse of fields and forms between service catalog items
- Dynamic Forms: provide an efficient way to collect and validate inputs that are context dependent
- Application menu: A docked, left side menu for easier and faster access to menu options.
- Task Management:
- Make each task and approval an “object” in the application. This will allow us relate tasks, add comments, create custom fields, time tracking, and custom task states in the future
- Add comments and resolution notes on tasks and approvals
- Field Dependencies: The ability to create multi-level field dependencies such as Country – City or additional category levels.
Analytics
- Dashboard Enhancements:
- Enhancing the Asset Management widget’s options
- Reports Enhancements:
- Enhancing existing reports and report’s functionality:
- Enhancing the Asset Management reporting
- CSV output option for scheduled reports
- Allow the generic search to look for reports as well
- Making the 'Manual Time Tracking' reports clickable so you can better understand how the time was spent
- Enhancing existing reports and report’s functionality:
- New filtering capabilities
- PowerBI connector
Workflows and Automation
- Time based automation. Example: Automatically alert on or act on time sensitive events, such as lack of action/progress
- Update text-based fields
Service Engagements
- Portal:
- Multiple announcements that can be scoped by site & department
- Updated designs:
- New Incident page
- My Requests
- My Tasks
- Integrations:
- Integrate with Microsoft Teams for creating new incident tickets
- Integrate with Microsoft Intune to collect mobile assets
- Integration with PowerBI
- Improving the integration with Solarwinds Orion by automatically mapping the Orion Node to the corresponding Asset or CI that are stored in Service Desk
Admin & Setup
- Continue to re-organize the setup menu to group related items together
- Permissions audit-trail: Show which permissions were changed and who made the changes.
Discovery
- Jamf integration: Support using a non-standard port number.
API
- API documentation: Redesigned API documentation
