New Features and Enhancements in ServiceDesk Plus 11.007

ServiceDesk Plus Version 11007
Released on 18 March, 2020

ServiceDesk Plus Version 11.007 (11007) has introduced some helpful new features and enhancements. Read on to find out what they are and they can help.


1) Operational-level Agreement

Configure Operational Level Agreement to ensure that the SLA is achieved by the internal groups working on the request. Operational Level Agreement related widgets are also included in Dashboards.

To know more, click here

2) User Addition from instance based on ESM directory application settings

Under ESM Directory >> General Settings >> Application Settings, you can enable the manual user addition for specific instances. This option will create a new permission in user roles, using which technicians can manually add users to their instances.

To know more, click here

3) Group Chat and few more Enhancements

Technicians can now chat in groups among themselves. Also, request collaborators can start a group chat from the request details page.

To know more, click here

4) Request Properties in Task

While mapping task templates to request templates, you can associate request properties to tasks so that technicians working on tasks can view the request properties.

To learn more, click here and here

5) Check List

Checklists allow you to configure and add little tasks or to do things in request templates for technicians to follow before closing/completing a request.

To know more, click here

6) Custom View For Change List View

Create and manage custom views for change requests.

To know more, click here

7) Add Notes while assigning a technician

Add additional information via notes when assigning a request to a site, group or technician.

To learn more, click here

8) Fine Grained Access such as Adding Approval and Deleting Approval

Allocate fine-grained permissions, such as Adding Approval and Deleting Approval, to technicians

9) Request Auto Approval

Auto-approve requests if already approved by the same approver at a previous stage or if the requester is also the approver.

To know more, click here

10) Integrate with Site24x7

Integrate ServiceDesk Plus with ManageEngine Site 24×7 to firefight incidents and monitor critical application servers from a single console.

To know more, click here

11) Integration with Desktop Central in the Standard Edition

Integration with Desktop Central will now be available in the Standard Edition, as well.

12) Html for Requester Notification

Requester notification templates will now show HTML renderings of the template. Currently it is available only in fresh builds.

For more details on this new feature, please visit this blog post.

Further Details

Please note that this upgrade also includes some key behavioural changes and important issue fixes. For full details please click here.

Ready to update?

Download the update file for ServiceDesk plus 11.007 here. Please note that this patch is only applicable for ServiceDesk Plus versions 11000 and above, so if you are on an older version you will need to follow the upgrade path.

Need Help?

If you need more information on the new features, any help with updating your application, or have any questions please contact us here.

This article is relevant to:
Build ReleaseService Desk

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