Replies from Outlook (actionable item) are marked as private
Hello, we are evaluating ServiceDesk Plus Cloud and I encountered the following: When a technician replies to a new request in Outlook by using the actionable item button "reply", an E-Mail is sent to the requester with the text. So far so good. The reply
Pickup Dell Warranty info
Hi, Is there a way to pull in the dell/lenovo warranty information into SDP Cloud? Thanks
ZOHO Project vs. SD+ MSP
We're looking to enhance our project tracking abilities and find the Project module within SD+ limiting. We currently run it as On Prem but have some questions about the differences between products. - Does the cloud version of SD+ have the same features as ZOHO Projects? - How easy is it to integrate ZOHO Projects with SD+ modules (i.e.: Change, Problem, CMDB)? - Does the cloud version provide analytics through ZOHO Reports or does it have a similar design as ZOHO Projects? We are specifically looking
Announcements tab
Hi ALL I have feature request about Announcements tab - Add behavior settings: 1) show for all requesters in each case page 2) show only if any active Announcement is presents in system/instance/service_category_of_case 3) Never show for requesters
Delete Resource Questions
Hello everyone! Can anybody please point me in the direction of where Resource Questions live/can be deleted? We have several resource questions that have been created during testing that we would like to delete but there does not seem to be an obvious
Oganization Invitation email
How or where do I edit the contents of the organization invitation email that is sent to the user to join the organization?
Duplicate Assets Created in Purchase and Imported Intune device (using Scan Script)
I noticed that when we prepare for example a Purchase of new laptop, it will create a new Asset. When the purchased device was delivered, and we joined the laptop to Intune, it will be added as another Asset since we deploy a Scan Script. Now, the assets
Settings of Requester Details section
Hi ALL How I can determinate list of Requester properties for ALL my Service/Incident templates across my instance ?
CMDB Relationship Map - View Details Link
When viewing a CI, under relationships you can click the related CI. This provides a View Details link Feature Request: Please add the same view details link from the related object in the relationship map. This improves the user experience when navigating
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Ability to Clone and Reorder Field and Form Rules (for Unified Multi-Department Forms
We are building a unified, interactive incident/service request form in ServiceDesk Plus Cloud to support multiple departments—Technology, Facilities, Events, and Security—at a K–12 school. We're using extensive Field and Form Rules to dynamically manage
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Masterclass 2025: Episode 5 - Ask me anything (AMA) session with the ServiceDesk Plus Cloud team [Jun 25]
Hi there, In the fifth episode of Masterclass 2025, we will showcase all the latest features released in ServiceDesk Plus Cloud since the beginning of the year, followed by an AMA session where the following experts will answer your queries: Sebastin
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?
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
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