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Future foundations of TOPdesk: Tasks & Workflows

To evolve TOPdesk to new heights, we are rebuilding the core for our software.

TOPdesk has a long history. Starting from humble beginnings, features and functionalities have been added and matured as the ITSM and CAFM market evolved. However, with that history also comes some luggage. The heart of TOPdesk revolves around operator tasks, yet is hard to bend in shape for modern requirements. To become more flexible and quicker to respond to market needs, we're revisiting these concepts.

And we're going to make it quite visible! As an Enterprise SaaS customer, you might have come across the cornerstones of our new core: checklists for Calls, available in TOPdesk Labs.

 

Checklist-S

 

A flexible system

Checklists allow you to split up a call in several subtasks, which you can save as templates for future use. In the future, this feature will evolve into a workflow system that supports more complex dependencies between subtasks. You will no longer need Change Management to give structure to more involved requests. Combine that with more flexibility in essentials like categorization and the availability/visibility of fields and we end up with a lot more freedom in process implementations.

The addition of Checklists to Call Management is good example of our approach. We want you on board with the development process. That's why we decided to redesign and extend existing functionality, rather than building new functionality from scratch. By doing so, we continuously add value to what you already use.

While we want to reduce the differences between our modules, organizations relying on process frameworks like ITIL will still be perfectly served. Even with a flexible system, distinguishing between different processes and different roles remains critical to success.

A multi-year plan

As said, we are rebuilding the underlying structure in existing interfaces. That means that new additions will be immediately available to you for use in day-to-day operations.

In 2020, we will expand on checklists in Call Management. Already, we have replaced partial incidents with new basic tasks. These have fewer functionalities out of the gate, but give the possibility to have sequential tasks and approval moments at a later stage. 

In 2020, we focus on projects like Asset Management, a better mobile experience, an extensive range of APIs and other priorities. In 2021, Tasks and Workflows will grow to become the new home of existing processes like Incident Management and Change Management.

 

Q1 2020

(Labs) A basic task, making workflows available on 1st line incidents

Q2 2020

Add convenience
Deleting Tasks

Q3/Q4 2020

Settings for Tasks
Improved navigation
Public APIs
Move out of Labs

Updated 04-06-2020. The planning for Workflows has been severely postponed in favor of more pressing priorities and a more focused development process. This overview reflects priorities, but the planning is subject to change.