ESM Portal Customization
Hello Everyone, I have been banging my head against a wall trying to design someone in the ESM Portal to look, well modern and just less dull and boring than the default. I understand the code is actioning server side, so its limited what I can do. Is
Deprecating Configurations from ESM Directory
Dear Users, We’re pleased to share an important announcement about the changes on deprecating Configurations from ESM Directory. ESM Directory configurations, such as User Management, Custom Domains, SAML Authentication, and Active Directory Settings,
Assets - To be Returned
We need an asset state that allows us to mark the asset as To be Returned, but also allows us to keep the asset assigned to the user/leaver. This way we can generate a report that will show us assets yet to be returned by a leaver. If I add a new asset
Subject Query
Is there a setting on the service desk system where we can put the subject of the original request in the email or attached the previous request so people have a better reference?
Business Rules vs Triggers: What is the difference?
Hi all, I have a cascading set of Business Rules that re-assign a service request to different teams, based on input of data in custom additional fields (meant for each different team). I can see that Business Rules and Triggers look almost identical,
Upcoming enhancements in New Delegation Settings, Info Widgets, Predictive AI features in ServiceDesk Plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements on New Delegation Settings, Info Widgets, Predictive AI features in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Enhancements New Delegation
Upcoming DR drill in IN on 10th May 2026 and 17th May 2026
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho India Service on 10th May 2026 and 17th May 2026 to ensure our DR Readiness in IN Deployment. This will help us support our expanding server far more efficiently.
Creating a custom view using Additonal Fields
I cannot figure out how to create a custom filter using additional fields. For example, I want to create a filter on Project Tag which is an additional field we created (among a few others). We do not see Additional Fields for those we have under Requests
Feature request - APP - Receive items against PO
I could be missing a trick here but it would be great if from the Asset Explorer app we could scan and receive items against the purchase order rather than having to do it from a browser
What is the best PST to AOL Mail migration tool in 2026?
In 2026, one of the most reliable solutions to migrate PST to AOL Mail is the MailsDaddy PST to AOL Mail Migration Tool. It offers secure and direct migration of emails, attachments, and folders while maintaining data integrity. The tool is user-friendly,
Capturing monthly payments of leased assets in ServiceDesk Plus
Does anyone have a suggestion of how to capture the monthly costs of leased assets in ServiceDesk Plus? We lease our end-user devices and some infrastructure equipment to spread out the cost over a longer periods. I'm looking for a way to capture the
Lookup Fields: Link to other module tickets
Is it possible to add a new lookup field in a form which allows the user to select and existing request, problem, release, change, or project? Use Case: New project request which is related to an existing or past project. The user can be prompted to select
Service Desk Plus cloud version not showing changes
Good day, We are experiencing a problem with Service Desk Plus cloud on all our instances where you do changes to a request like change the status, get no errors yet the change is not displayed in the request. For example created a new Service Catagory
Performance Degradation – Investigation in Progress
Dear Customers, We are currently experiencing slowness in one of our database servers, which is impacting a subset of customers and causing slower application performance. Our engineering team is actively investigating the issue and working to mitigate
Portal Views
It would be great as a technician to have the option to toggle on the end user / customer view of the self service portal, and then be able to toggle back to the technician view. This is helpful for training and understanding what end users see.
ServiceDesk Plus Cloud very slow to load
Are there any current known issues? We're seeing very slow loading across all our ServiceDesk Cloud instances. We are on the US East Coast.
FEATURE REQUEST - Auto Expand all conversations
Please can you implement a toggle or some mechanism to automatically open all conversation threads in requests? It's driving our technicians mad trying to find information and having to open each conversation element. You cannot even use CTRL-F to search
Manageengine service desk plus integration with 3rd party app
Dears, My client wants to integrate Manageengine service desk plus with 3rd party app (IBM Resilient SOAR platform) . he wants to trigger action from Manageengine to create incident on Resilient based on specific criteria . For me I can write the code which will create incident in Resilient as a python code. My questions are: where should i put my code in ManageEngine ? how can i define the criteria to trigger my code ? criteria may be critical tickets opened on Manageengine or by admin order.
Get inline attachment in a request note
Hi all, I wonder is it possible to get the attachment inside a comment (inline attachment) using any api endpoint? I tried the URL in the image tag "src" attribute, for example the inline attachment in the description is: "description": "<div class=\"personalize-wrapper\"
SLA configuration to PAUSE,RESUME and STOP
how can I create a SLA in SDP cloud that triggered when status is TODO and pause when status is not TODO, Resume SLA when status is TODO again and STOP SLA when ticket resolve STATUS = TODO = START SLA STATUS ≠ TODO = PAUSE SLA STATUS BACK TODO = RESUME
How to Hide Unanswered Fields in ServiceDesk Plus Cloud
How do I hide a field/fields that have not been answered on an incident request? We have many fields on our form and do not need to fill every field out when submitting a request. After submission, all of the non-answered fields show on the Request Details
Report - Showing emails sent to specific address
Is there a report that can be created that can list all emails sent to one specific email address. This is very useful for our HR instance. Google seems to be saying Report Query, but not seeing this option in out Instance.
Create Service Request as they arrive via email
Is it possible to automatically convert incidents in Service Requests as they arrive, i.e by the use of business rules. Incidents can be converted to a Service Request within the call by using the actions. But if they could be converted as they arrive
Changing instance name?
Does changing the name of an Instance do anything other than change the display name of the Instance? Thanks in advance.
Disappearing tickets
Has anyone noticed older tickets disappearing from SD+ cloud? I had a tech looking for some older tickets and discovered several that were about 1 year old are missing. We know they existed because we still have the emails that were generated but can't
Assign user automatically to the right site
Hello Community, Ive got a simple question, but somehow I cant find a good solution. We use the Google Workspace Integration to add the user into the Zoho Directory. But how we can manage to add automatically a Site to the users? Im sure there must be
The maximum number of additional fields oftype Lookup Field has been reached. No more fields can be added.
As the title indicates, we need the lookup field in the business implementation, add the configuration prompt message, what should I do? The maximum number of additional fields oftype Lookup Field has been reached. No more fields can be added.
Start chat from within ticket
Hi Is there a way of starting a chat with an end user from within a ticket? Driving all communications through a ticket is easy enough via the Reply functionality, this still relies on emails. What I'd really like to be able to do is for my agents to
Automation of SDAdmin User and Access Management Tasks
Can we automate SDAdmin tasks? Currently, SDAdmin handles user management manually in the SDPC portal. For example, when a user requests technician access, SDAdmin has to create it manually. Similarly, if a technician needs to be added to or removed from
Notification sound
Customer is requesting for Notification Sound similar to ServiceDesk Plus On Premise Notification Tones Customer domain: petnet.com.ph
Request Form tips/info
I know this was possible on the onprem version, but is it possible to add an option to have a fields description displayed under the field name? Use Case: a request form with custom fields where a description is needed to guide the requester. Current:
On behalf of requester details
Please explain the reasoning behind this setup. If a requester opens a ticket on behalf of another user the request shows the requesters details but gives no information about the on behalf of user needing the support. With the users in the image below,
Is it possible to post data to a resources field using a custom script
Good day, Is it possible to get data from an additional field and then post the data to a resource question field in the same template. Using a custom script. I have found the following script command on the ME documentation: $CS.setValue("RES_3_QUS_3",
Introducing Zia AI Agents in ServiceDesk Plus Cloud
Hello ServiceDesk Plus users, We're excited to announce the general availability of Zia Agents in the cloud version of ServiceDesk Plus. Register now for our free training on Zia Agents for ServiceDesk Plus Apr. 7, 2026 3pm AEST Register now 11am BST
Possibility to get a Change Role Email_ID for use in a Custom Function
I am creating a new function that will be used as a schedule and I was wondering if it's possible to get the email value of the Change Approver role. Part of the function will be to check all change tickets against a set condition and then send an email
Upcoming enhancements in Requester Portal Customization Enhancement in ServiceDesk plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements on Requester Portal Customization in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Requester Portal Customization Enhancement Create and customize
Filter Requesters by domain
Is it possible to filter the REQUESTER / On Behalf Of field by a domain? Use Case: We want to scope which users are found when staff/techs search for a REQUESTER. Our directory includes internal and external customers/emails so it's a way for us to simplify
Error 12023 during Windows Domain Scan
Hi Team, We are currently troubleshooting Error Code 12023 during a Windows Domain Scan using the ServiceDesk Plus Cloud Probe. We have approximately 2,500 assets to inventory, and the scan is failing consistently with this error. Our Environment & Findings:
Change Ticket Creation From Email
I am wanting to create a workflow to take input from an Email (using something like a Microsoft Form) to generate a change ticket in SDP Cloud using a Change Template.
Change SLAs for ServiceDEskplus Cloud
We are in the middle of refining our Change Management templates, business rules and configuration but realised there are no Change SLAs? CRs often should have SLAs for the ff reasons: Set expectations for response and resolution times. Ensure timely
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