Upcoming enhancements Setup , Purchase , Contract, Asset , Release and Reports in ServiceDesk Plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements Setup , Purchase , Contract, Asset , Release and Reports in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Dedicated Finance Help Desk Instance
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Self Scan Agent Development Thread - no vbs
the current use of vbs as a method of inventory does not work in a modern secure world. appropriate security should block all vbs from running. ME are developing an Agent to replace the current selfscan tooling this is a thread for them to update us all
Automatic Forwarding Requests
Is there a way to auto forward a request from a specific sender, specific Subject, and specific text in the request to be forwarded to someone that isn't a technician? I've tried to look in Business Rules and Triggers but I am not fully understanding
Alternative Text Options for Images
Hello, I was wondering whether the option to add alt-text to images in the email body and email signatures is something on the development roadmap. This is an important accessibility feature and although an alt attribute can be added to the HTML, being
Listing requests that used to belong to a particular technician
Is there any way to find out which requests once belonged to a particular technician, and were later picked up by some other technician? I guess you'd need to be able to query the request history.
Is it possible to add custom field on Scanned software?
We are looking to add CIA Triad (Confidentiality, Integrity and Availability) on each apps. This is for ServiceDesk Plus Cloud
Upcoming DR drill in AU DC in ServiceDesk Plus Cloud
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho AU(Australia) Service on 2nd Nov 2025 and 9th Nov 2025 to ensure our DR Readiness in AU Deployment. This will help us support our expanding server far more efficiently.
Service Update: Mail Fetching and Sending Delay in UK DC
Dear Customers, We apologize for the inconvenience caused. We are currently experiencing issues with mail fetching and sending delays when using Modern Authentication in UK DC accounts. Our preliminary analysis indicates that this is a network level issue
US DC Slowness
Dear Customers, Apologies for the inconvenience caused. Due to network level disturbance, we are currently experiencing slowness in the ServiceDesk Plus Cloud application hosted in our US Data centre. Our team is currently working on it and will update
Not fancy improvements in the new version
Hi everybody, am i the only one that find not fancy at all this 2 graphical things came from one of the latest updates? - icon of a folder on the left of the service categories - useless and huge frame (always opening extended) saying "no service categories
When will Asset booking be available in SD Plus cloud
Asset booking is available in the on-premises version, when is this likely to be seen in the cloud version? It's a feature we are keen to explore. Thanks.
Remove Approval for VIP User
I am trying to remove the approval process when a Service Request is created by a user marked as a VIP. I have a request template where the Approval is set to the Reporting Manager of the Requester for Stage 1 approval. I have tried creating a rule where:
Using webhook or similar on SDP ondemand Professional
Hi, Team, Is it possible to add a request via API with a custom trigger (or anything else) on a Professional edition? On the on-premise, we have Deluge in all editions, and it is easy to do so. In the cloud version, the Professional Edition doesn't have
Creating Request on behalf of another person
Hi, We are using SDPCloud and have the Professional subscription. Currently if a user logs onto the requester portal, the field 'requester' shows themselves but it is greyed out/disabled. We have situations where someone can't get onto their computer
Integration ServiceDesk Plus Cloud with WhatsApp
Hello Support, Can ServiceDesk Plus Cloud integrate with Whatsapp? Or are this integration planned? Regards, Rafael Vega.
Upcoming Enchancement in Request
Dear Users, We are elated to announce the upcoming enhancements in Request in ServiceDesk Plus Cloud.Below is a brief run-through of the same. Enhancement Merged Request Information in Parent Requests After merging requests, users can now: Identify conversations
DMARC issue
Dear all, We are currently creating requests by sending emails to support@ourdomain.com, with the SDP email address in BCC. When we reply to the requester, the response uses our support@ourdomain.com address. DMARC, SPF, and related configurations are
Please provide a valid input for field Field Values?
I'm creating a new field for use in a new service template, I need to have a multi pick list where staff can select options by ticking boxes, they need to be able to select any number of the tick boxes. I create a new field but can't get past the * Select
Ask Zia as the Requester Portal
With the introduction of the gen AI features, and the Ask Zia module within the portal, it feels like its a missed opportunity for the Ask Zia front end to become the landing page for the requester portal. Appreciate everyones needs will slightly differ
Use AI to intelligently route a ticket to the correct resolver group
I read some articles about AI in ServiceDesk Plus and also the ability to route tickets based on AI. We currently route incidents based on a selection of site, category & subcategory. We often find that users do not select the correct category & subcategory,
Update – New IP Ranges for UK Data Center
Dear Customer, We have recently added new IP ranges in our UK Data Center. If you have enabled IP whitelisting in your mail server, please ensure the following new IP addresses are added in addition to the existing ones to avoid any disruption. New IPs:
Checklist templates not in alphabetical order when adding them to a request
When I'm editing checklist templates, they're sorted in alphabetical order. But when I go to add a checklist to a request, and use the "Add existing checkist" option, they seem to be sorted in order of creation date. Can I suggest that the order be changed
Add the ID to the tab header on browser window
Sometimes we have a lot of open tickets on diffrent tabs. It would be really helpfull and time saving to be able to see the ID and title on the header. In this example I have 3 open changes but, unless I open each tab, there is no way of knowing wich
🚀 Join us at UserConf London 2025!
Dear Customers, We’re thrilled to announce that UserConf London 2025 is happening on October 23–24, 2025, at the ICC Maritime Suite, ExCeL London 🎉 This is your chance to: ✅ Deep-dive into our products with expert-led, hands-on sessions ✅ Connect with
How to email notification to a specific user when a specific Onboarding service template is created?
Onboarding new hire service ticket is generated, I would like the specific user Line Manager/Supervisor (not technician) to be notified by email.
Custom Statuses for the Tasks module in ServiceDesk Plus Cloud
Hello Team, Currently, Task Statuses are governed by the Statuses in the Requests module. In other words, all the statuses we configure in Requests appear in Tasks. This causes several statuses to appear in the Task templates that we do not need. Is it
Unveiling the biggest Generative AI release yet for ServiceDesk Plus: GenAI-powered conversational agent Ask Zia, Workflow Assist, and more!
Hello ITSM practitioners, We're happy to announce the biggest GenAI release yet in ServiceDesk Plus that was launched on September 10. Aimed at enabling IT service delivery teams like yours to deliver great experiences while also boosting your service
Upcoming SA Disaster recovery drill scheduled for 19th & 26th Sep 2025
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho SA(Saudi Arabia) Service on 19th September 2025 and 26th September 2025 to ensure our DR Readiness in SA Deployment. This will help us support our expanding server
Upcoming JP DR Drill Scheduled for 20th & 27th September 2025
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho JP(Japan) Service on 20th September 2025 and 27th September 2025 to ensure our DR Readiness in JP Deployment. This will help us support our expanding server far
Upcoming CN DR Drill Scheduled for 20th & 27th September 2025
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho CN(China) Service on 20th September 2025 and 27th September 2025 to ensure our DR Readiness in CN Deployment. This will help us support our expanding server far
Upcoming CA Disaster recovery drill scheduled for 21 st & 28th Sep 2025
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho CA(Canada) Service on 21st September 2025 and 28th September 2025 to ensure our DR Readiness in CA Deployment. This will help us support our expanding server far
Mandatory Additional Asset Fields?
I have explored every corner of the settings in SDP cloud and I am unable to find a way to require certain additional fields in assets module. Is there any custom trigger/function that I can leverage when asset is edited that can require the person editing
Dynamic Approval in SDP Cloud
I am building a new software request form. If the software isn't listed in a dropdown list, the requester/technician checks a box that says "the software I want isn't listed". Box not checked: Only the requester's line manager will be required to approve
The content entered in requests or notes does not immediately appear on the request screen
An issue is occurring on the U.S. SDP Cloud site (sdpondemand.manageengine.com) where tickets and conversation notes registered do not immediately appear on the request list screen or conversation list screen. Have you made any changes that could cause
Is there a future plan to add printing capabilities on the Project tab in ServiceDesk Plus Cloud?
We have task that we are tracking in the Project tab in ServiceDesk but we have no way of printing the information recorded there.
Ability to import markdown with images into solutions.
Apple Notes in iOS/macOS 26 will now allow you to export notes as markdown, and the Mac version of Snagit now allows you to export step capture screenshots and text as markdown. There's many other KB solutions that will work with markdown. Having the
SDP Cloud - Additional Fields - Performance impactields
Hi all, I read that with SDP on-premises, there is generally system performance issues if over 105 additional fields overall (including all modules). In SDP Cloud, it has higher limits. QUESTION: Anyone experiencing performance issues in SDP Cloud for
Dealing with users' Outlook "reactions" to technician replies to requests
If a technician replies to a requester, the requester receives an email. If they reply to it, the reply is received by ServiceDesk and added to the request conversation. But if they just send a reaction in Outlook, eg a thumbs up, ServiceDesk ignores
Planned System Upgrade – Support Team Tools
Dear Customers, We will be upgrading our support system tools over the weekend starting 14th Sept, Sunday 6:00 PM IST to 15th Sept, Monday 4:00 AM IST (5:50 AM – 3:30 PM PDT) including those used for Email, Chat, and Voice support. During this period,
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