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
Upcoming enhancements in Microsoft Teams Support for UAE Data Center Support, Azure DevOps Integration Scope Permissions Update in ServiceDesk Plus cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements in Microsoft Teams Support for UAE Data Center Support, Azure DevOps Integration Scope Permissions Update in ServiceDesk Plus Cloud. Below is a brief run-through
Project Scheduling
Hello, i have two inquiries: 1- is there any way to do resource and capacity planning for projects? i need to make sure that technicians are not over allocated with tasks. Currently the application allows me to schedule unlimited number of hours for the same technician on the same day. 2- Milestones and Projects scheduled start and end dates do not automatically calculate based on scheduled tasks contained within. Also, the estimated days and hours for tasks do not propagate up to milestones and
💡 How AI Accounting Software Supports Business Growth
Growth requires smart financial management. Businesses need access to accurate data and efficient processes to scale successfully. HelloBooks.ai is a trusted AI accounting software that helps organizations streamline accounting operations through intelligent
Teams Chat - Notification
When you start a Teams Chat from within a ticket, it would be a great addition to have the following functionality 1. Notification Icon Similar to Notes / Conversations in grid view when a user has updated a Teams Chat 2. Automated Message if using Teams
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,
Rfresh data from published Power BI dashboard on Fabric
Currently, our dashboards on Power Bi Desktop are connected to SDP using: Integration with Power BI Desktop These dashboards are successfully published to MS Fabric / Power Bi / Sharepoint - But we can't update data on the published semantic model. Image
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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
Different types of printer in Asset Management
We've recorded all of our printers within the "Printers" asset category, but I'd like to go further and distinguish between MFDs, office printers, plotters and label printers. Can this be achieved by defining new product types which will still sit within
:[## 8280355 ##] Service desk portal integration with Mini Orange for SSO by users
already raise ticket but no response ??
Format Zia created template
Is it possible to format (i.e.: word wrap)how a Zia conversation appears when a request is submitted? In this case, the conversation is cut off under the Details tab and under the Conversation tab the technician needs to scroll all the way to the right
Upcoming enhancements in Webhook Security, DRE Support, Settings and Copy Release in ServiceDesk Plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements in Webhook Security, DRE Support, Settings and Copy Release in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Enhancements Webhook Security
ServiceDeskPlus API + Power BI Service
Hey all, My organization has been working on leveraging the ServiceDesk Plus API as a data source for a Power BI semantic model, specifically for incident and service request reporting. When refreshing the semantic model in Power BI Desktop, it works
New customer...not having a great experience. Need an escalation pathway.
Does anyone know the escalation pathway to get some movement on our tickets? We launched Endpoint Central late last year and had a great experience and so we were optimistic going into the ServiceDesk for Cloud configuration and launch. However, we are
Import request/notification from external system
Hello, I would like to import previous cases and communications from an earlier ticketing system into ServiceDesk Plus. The conversations include images and attachments, which can serve as evidence for approvals, for example. → Does anyone know of a way
Masterclass 2026 Ask Me Anything episode: Submit your questions now!
Hi everyone, We are excited to announce that the fifth episode of Masterclass 2026 will be an ask me anything (AMA). This is your chance to speak directly with our ServiceDesk Plus Cloud product experts and get live answers to your questions, whether
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.
Creating helper text or guidance in a change request
Does anyone have any tips on how I can add helper text or guidance inside a change request? Often the fields to complete are very generic and could use some guidance on how to complete them - but there doesnt seem to be a standard way of adding context
Mail Server Issue: javax.mail.authenticationfailedexception
When sending outbound ticket emails technicians are receiving an error message. We use O365 with a basic account configured for our service desk mailbox. This mailbox does not have a password so I'm not sure why we were receiving authentication errors.
Upcoming enhancements in Microsoft Teams Widget For Technicians in ServiceDesk Plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements in Microsoft Teams Widget For Technicians in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Enhancements A dedicated Microsoft Teams widget
Dashboard permissions for SDADMIN role
Will there be any feature release or change in the future to allow the SDADMIN to modify any and all dashboards created in the instance. There may be teams that create a dashboard but do not know how to fully function the backend. As of right now SD Admin
Trigger a new ticket
Hey SDP team, how are you? I'm wondering is there a way to trigger the creation of a ticket automatically from a rule or custom script? We want to auto create a ticket when one option is picked in our forms. Thanks!
Upcoming Issue fixes in Request, SetUp, Assets, CMDB and Purchases in ServiceDesk Plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming Issue fixes in Request, SetUp, Assets, CMDB and Purchases in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Issues Fixed: Requests: In archived requests,
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
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
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
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
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.
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