Disabling Two-Factor Authentication Prompt
Hello, I was wondering if its possible to disable the two factor authentication prompt that randomly pops up for requesters and technicians when accessing the SDP portal. I notice there is a "remind me later" button, but it would be much better to not
"Review the sign-in URL" screen suddenly appears when signing in
On July 11 at 5:00 p.m. (JST), We suddenly received a screen appears “Review the sign-in URL” from account.zoho.com when signing in to SDP Cloud. We can continue to use SDP Cloud by selecting “Continue”, but how can we prevent this screen from appearing?
Removing unwanted assets with associated modules
Good afternoon, Our previous IT team poorly managed the Asset management section of Service Desk Plus. We would like to clean it up and remove some of the Product Types and Assets that we should no longer be tracking. Unfortunately, we have run into the
Masterclass 2025: Episode 6 - Master changes and dodge risks with uniquely crafted change workflows (Cloud) [July 30]
Hi there, In the sixth episode of Masterclass 2025, learn how to set up the essential change management configurations in ServiceDesk Plus Cloud. We'll discover how to build change templates for the various change types, craft a visual workflow builder
Set request due date with one click
To set the due date on a request, I have to edit the request, scroll down a bit and click on the Due Date field. In view mode, the due date field is shown in the right hand panel. Would it be possible to make that clickable so we can change the date without
Has anyone enabled Round Robin?
Anyone enabled round robin? If yes were you able to set it up with conditions? E.g. only auto-assign during certain hours?
Add a note as first response when a technician is assigned
Hello everyone, Im working with SLA and Im tryng to "automate" first response. Is there a way to automatically add a note as first response when a technician is assigned in SDP Cloud? Ma be through a script or anything. Thanks regards!
Configuring a Power Automate Connector for On Prem SD
Has anyone had success with this? The requirement to have input data wrap the JSON seems to be causing error I am trying to send an Post to Manage engine Service desk. I have a data connector that is linked to the on prem server hosting the site. I can
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MSP Device Scan versus MS Intune Integration
Hello, I would like to get a better understanding as to exactly what would be the advantage of turning on the Intune integration with Network Probe scanning already running. One concern of mine is that I don't want find out that turning on MS Intune Integration
Search for Pending Tickets with Completed Tasks
Is it possible to search for Requests that are still pending but have all associated Tasks completed? We run into this issue with onboarding/offboarding tickets when one group holds the ticket but is reliant on other groups/techs to complete an assigned
UK Data Center Slowness - SDP Cloud
Dear Customers, We sincerely apologize for the recent slowness you've experienced with our application. We've identified that this issue is affecting users specifically from the UK data center. Rest assured, our development team is actively working to
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Restart Required for Probe-Installed Machines/Servers
Dear Customers, We've released critical updates to the probe, requiring a machine restart to enhance performance, security, and seamless operation The probe will continue to function without a restart for a grace period of one month from today. However,
Email reply creates new ticket
I have a custom function that builds and sends an email to the requester on a New User ticket with a URL of a standalone template that needs to be used for account access. The email sent contains our format of the request ID and looks identical to other
Abililty to set the default request view (from a Dashboard link)
When clicking on a request link from a dashboard, is it possible to change the default view for requests from a sidebar list to the standard list view?
Where to add Related Customer in CMDB?
Where to add Related Customer in CMDB?
Slowness in EU Datacenter
Dear users, We sincerely apologize for the slowness some of you are currently experiencing in the EU Data Center. Our team has identified the root cause, as an issue with one of our servers, and we are working with urgency to restore optimal performance
Service Desk Plus (Cloud) Running Extremely Slow
System running extremely slow, making it almost impossible to work on. Clicking anything takes around 10 seconds before it actually works. Please advise ASAP. I've called twice and not managed to get through. Also logged via email.
Auto-assign Consumables in Service Desk Plus Cloud
Hello, I got a request from one of my company's IT coordinators. Could we look at the possibility of automatically assigning consumable assets ( monitor, dock, keyboard, mouse, headset, etc.) to users when their hardware request ticket gets closed? Example
Email delivery delayed
We're noticing longer than usual delays on email notifications sent from ServiceDesk Plus Cloud this morning. For example, I opened a ticket at 7:43am this morning through the technician portal, but the technicians in the group I assigned it to did not
Insert Solutions in a Reply
Hi, I don't see it available in ServiceDesk On-Demand, it is useful for Technicians to insert the solutions from Solutions database in a Reply. Thanks Dr.Iz
ServiceDesk Plus Cloud - Operational level agreement - (OLA)
Hello Support, To ask you on this post, is the release of OLA's on the ServiceDesk Plus Cloud roadmap? Do you have any estimated release date for OLA's functionality for ServiceDesk Plus Cloud? Regards, Rafael Vega
Exclusive report: The advent of AI agents in ITSM—what do UK's pros really think?
Hello ITSM practitioners! AI agents are touted to reshape ITSM by acting as a digital workforce that works with and on behalf of human teams. But how ready is your organization to adopt them? What are the use cases for AI agents? And how should you handle
[API Issue] Technician field remains "null" after assignment
Hi Zoho Support / Community, I'm currently building automation for ticket assignment in ServiceDesk Plus Cloud (API v3). While the assignment API returns a successful response (status_code: 2000), the technician field in the response remains null. Here’s
Upcoming enhancements in Workflows in ServiceDesk Plus Cloud
Dear users , We are elated to announce the upcoming enhancements in Workflows in ServiceDesk Plus Cloud. User Transitions in Workflow Configure user transitions on status output connectors to ensure a controlled and restricted flow between statuses. You
Script Help - Duplication of Request
Hello everyone, I am needing help with the deluge scripting. I am not a programmer by any means and the system does not have simple option built into it for this request. I have a user that access the portal and selects request a service. From there they
Masterclass 2025 AMA episode: Submit your questions now!
Hi everyone, We're excited to announce that our fifth episode of Masterclass 2025 will be an ask me anything (AMA) episode where our product experts will answer your questions on June 25, 2025 at 11am BST/CDT/PDT and 3pm AEST. We are thrilled to have
Custom Actions -- set due by date based on field
In our onboarding and offboarding templates we prompt the manager to select the employees expected Start Date or Expected Departure Date. We try to encourage these forms be submitted 2 weeks prior to either event but this happens in rare occassions so
Modify subject line add text to the end
Hi I want to add a custom function so that when one of our Patch Testers raises an incident it updates the subject line and add "Patch Tester" to the end of the subject line. I can't seem to get the script to work?
Ticket Age Report
We recently migrated to the Cloud version and no longer have access to our Zoho Analytics reports. I'm looking to recreate some reports in Power Bi or with the native SD+ reporting function. Has anyone created a report to show how long tickets have been
Approval in a Workflow
I have created a workflow to automate an approval. Problem is when I set the field update for Approval Status, it sends another Approval. I know that field updates trigger approvals, however, I cannot get the Approval Status to change without this field
Servicedesk not fetching email even sync
Dear Servicedesk team, Hi team, we're experiencing an issue with receiving emails from our linked M365 account's mailbox in SDP On-Demand.
Loan and return laptops using bar codes
I support a K-12 school that issues laptops to the 9th through 12th grades students. I would like to set them up in the asset management as loanable. When the student is issued a new laptop it will listed as loaned and when turned in at the end of the
Service Down
Manage engine SDP Cloud is going down off and on all morning. It's currently down and the website won't even load. I am getting ERR_CONNECTION_CLOSED in the browser.
Top page takes a very long time to display
Since around 14:00 on 6/6 JST, screen response on SDP Cloud has been very slow. It takes tens of seconds to several minutes to display the screen. In particular, the first time the top page (...../HomePage.do) is displayed, it takes a long time. After
Reporting manager of On behalf of user
Currently we are trying to build a workflow that will send approvals to the reporting manager. But there is not an option to send the approval to the reporting manager using the on behalf of user field instead of the requesters reporting manager.
Struggling with ITSM headaches? Discover how ITOM brings clarity—Free e-book inside!
Hey IT pros, Overwhelmed by alert storms? Frustrated with delayed resolutions and a CMDB that’s anything but current? You’re definitely not alone. Managing ITSM can feel like a constant firefight—but there’s a better way forward. That’s where ITOM comes
Append the subject line in SD_+ request with a cutom field ( SCRIPT)
HI Im trying to append the subject line with a custom (additional) field called Employee's Name (UDF_CHAR7) so that the subject field has the existing subject line and then append the Employees name to the subject when the form is saved (submitted) the
Upcoming enhancements in Problems and Setup in ServiceDesk Plus Cloud
Dear users , We are elated to announce the upcoming enhancements in Problems and Setup in ServiceDesk Plus Cloud. Service Category Enhancement Service Categories now support a hierarchical structure with parent and child categories. You can define up
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