Why upgrade?
ServiceDesk Plus 9.1 comes with new features which will help you boost your service desk performance.
Invoke custom HTML file from Request Custom menus
Customers can invoke a custom HTML file from Request Custom menus enabling the users to render their own UI from the request menu configurations. This provides an alternate way to integrate third party applications using the user interface. Custom scripts can be executed upon submission of HTML forms.
Field and form rules for incident and service request customization
With field and form rules, you can customize incident and service templates to perform customized actions when a form loads, (or) when changing a particular field in a form, (or) when a form is submitted. It is possible to perform actions like, mandate or non-mandate specific fields, enable or disable specific fields, show or hide specific fields in a form and to execute user-specified custom java scripts.
Fail over service (High availability)
Ensure high server availability. With the fail over service feature in ServiceDesk Plus 9.1, you have the option to configure the secondary service desk installation to provide uninterrupted service when there is a network, hardware, software, or power failure in the primary installation. The fail over server acts as the secondary server which runs in parallel to the primary server. This secondary server or slave will act as the primary server or the master when the primary server or master is down.
Mandate the status change comments for request module
ServiceDesk Plus 9.1 now comes with a feature to mandate the status change comments for Request module. Technician and requester comments on the change of status of a request can be easily captured. By default, status comments are not mandatory but can be disabled/enabled under Admin->Self-service Portal settings.
Export as PDF option for project module activities
Export Project Gantt View, Project Overview Map, and Task Dependency Map in the PDF format. The PDF will downloaded automatically.
Configuration options to auto suggest solutions
Configure unique fields to the search drop down for auto suggestion of announcements and solutions during incident creation. By default, category/subcategory/item (CSI), title, and description will be included in the search.
Requesters can raise or track requests on the go
Requesters can now login into the mobile app to raise or track requests. Earlier, native versions of ServiceDesk Plus mobile app were technician-specific. The feature is available from Version 3.0 in iOS and from Version 1.4 in Android.
Other introduced features
- Rest API support to GET/ADD/DELETE the attachments under Request and Tasks
- Search option in Request list view filters
- Rest API support for requesters
