ServiceDesk Plus is the best product of ManageEngine, it is also the most sold among their vast range of great applications. ManageEngine Released ServiceDesk Plus 9. One assumes that new version number will bring a lot of new functionalists.
One that I really look forward to is Overhauled UI. UI is showing it’s age, especially once I saw a draft of new UI. What irritates me the most with current solution is inability to assign technician to an incident from a list of open incident view. You have to open each incident, assign technician, go back to all incidents view, agrhhh. So much time wasted.
What is new in ManageEngine ServiceDesk Plus 9?
Reply Mail Status Change
My favourite feature, now you can change status when you reply to request.
Easily change Workflow
You can now create customized workflows to support the different change processes. Workflows can be configured for each stage of the change process, right from submission to reviewing and closing a change. These preconfigured workflows can be duplicated and also be tied to the different change templates. Also the other new features like change roles, change risk, customizable stage and status, etc. supplements and enhances the change workflows.
Software License Enhancements
ServiceDesk Plus 9.0 extends the scope of managing software licenses installed across the enterprise. You can track upgraded and downgraded software license and also purchase the upgrade licenses using the Purchase Orders. Support for suite licensing and automatic detection of the suite software is made available which is quiet handy when managing Microsoft and Adobe suite products.
Service Request Enhancements
Experience the easy way to create a service request with ServiceDesk Plus 9.0. You can raise a new service request from a related incident. More clicks and navigations can be avoided eventually reducing the time to create a new service request. These service requests will automatically be linked to the incident request along with the comments indicating the reason for the new service request.
Requests that are moved to an onhold status can be configured to reopen at a scheduled date and time. Information regarding moving the request to the onhold status can be stated in the reason box for future reference.
Deleted requests will be stored in a request trash where it can be viewed and restored. The request will be automatically deleted from the trash after 24 hours from the time of deletion. Once a request is moved to the trash, all the related associations will be removed and they are restored once if the request is recovered.Improved, faster search
The CMDB API helps in adding, updating, fetching or deleting Configuration Items from the application. It also helps to capture the relationships between CI’s and other CI type operations into ServiceDesk Plus.Dashboard Customizations
Multi-currency support in Purchase Orders
Now, finally after a long time Multi-currency is supported in Purchase orders.
Service Request to Purchase Order association
Now you can associate Service Request to Order. When you receive request new hardware, you can associate it with the order
Customizing Request reply templates with Request fields
It’s now possible to customise reply templates with request fields.
You can find out more about new release on Servicedesk plus website.
ManageEngine ServiceDesk Plus 9 Released, Disappoints and improves already a solid product. In all fairness, SDP 9 is a welcome update, it’s just that I am a bit disappointed that some of my favourite missing features couldn’t make it. If you have some additional time to spare you can read my review of ServiceDesk Plus.