Organization Merge & Migration Scenarios
1. A user has created a separate organization account in the US DC and wants to merge it with an account in the EU DC; is it possible?
In case the user belongs to a valid Org account (subscribed to other Zoho products) but also needs to be added to the current SDP Cloud, we generally suggest merging both organizations. This way, there will be one super admin for both organizations, allowing users to access SDP Cloud along with other Zoho subscriptions simultaneously without any issues.
However, both the organizations must be on the same data centre (DC) to proceed with the merge. If not, they will need to migrate one account to the other before the organizations can be merged.
2. Since a user in Zoho can only be part of a single organization, which features can be suggested to add consultants or vendors from the other organizations?
Users cannot be part of multiple Organization accounts. However, if you need to add a user who is already part of a different Organization but also need them in your SDP account as a vendor, you can use the 'external user' feature. This can be enabled from the backend if a valid use case is provided. External users will be able to access the application using the global URL of SDP Cloud.
3. I am trying to add users in SDP Cloud who are already part of Zoho People and Endpoint Central, but ending up with an error message stating that they are already part of different Org. Please advise on how to proceed.
Users cannot be part of multiple Organization accounts. However, if the user belongs to a valid Org account (subscribed to other Zoho products) but also needs to be added to the current SDP Cloud, we generally suggest merging both organizations. This way, there will be one super admin for both organizations, allowing users to access SDP Cloud along with other Zoho subscriptions simultaneously without any issues.
4. What happens to the data when both the organizations are merged? Please explain in terms of user data and other related configurations.
When we are performing organisation merge lets say from Organisation A to Organisation B, if both the organisation has any application which is common, then the organisation from which we will be merging will have permanent data loss. There wont be any potential data loss or impact in the organisation to which it will be merged.
Example: Organisation A has SDP cloud with one instance and Organisation B has SDP cloud with one instance.
When Organisation A is merged with Organisation B, then Organisation A SDP cloud instance will be added to the Organisation B and now this organisation will have two instances of SDP cloud application for example, itdesk1 and itdesk2.
Example: Organisation A has SDP cloud with one instance and Organisation B has SDP cloud with one instance.
When Organisation A is merged with Organisation B, then Organisation A SDP cloud instance will be added to the Organisation B and now this organisation will have two instances of SDP cloud application for example, itdesk1 and itdesk2.
Example: Organization A has Application A (ZD, UEMS) and Organization B has Application A (ZD,UEMS)
When Organization A is merged with Organization B, then Organization A will have data loss for the Application A whereas Organization B will not have any data loss.
However, there are applications that support multi-instance, such as SDP Cloud, and when both organizations have the SDP Cloud application, there wont be any data loss.
However, there are applications that support multi-instance, such as SDP Cloud, and when both organizations have the SDP Cloud application, there wont be any data loss.
The above scenario is not always the same and it may vary case by case hence kindly reach out to our support team to analyse your case.
5. Will there be any effect on the users who utilize other Zoho services after the merge?
There should be no potential impact if those services are also moved with the organization merge. Only if there is data loss on those services used in the from organization post migration will accessing those services by the users.
Example: Organization A has Application A (ZD, UEMS) and Organization B has Application A (ZD, UEMS)
When Organization A is merged with Organization B, then Organization A will have data loss for the Application A whereas Organization B will not have any data loss.
However, there are applications that support multi-instance, such as SDP Cloud, and when both organizations have the SDP Cloud application, there wont be any data loss.
The above scenario is not always the same and it may vary case by case hence kindly reach out to our support team to analyse your case.
6. Is it possible to migrate from the EU data centre to the US data centre and vice versa?
Yes, it is possible to migrate data from one DC to another. However, there are certain limitations and prerequisites that must be addressed during the migration process. For further assistance, please reach out to our support team. However, before proceeding with the migration,. We will have to refer to the below URL to compare the supported features and functionalities across our various data centers.
7. Is it possible to migrate a specific Zoho service from one DC to another where customer has multiple subscriptions with ManageEngine. For example, in an organization, the IT team wants to move ServiceDesk Plus (SDP) to the SA DC, while the customer support team wants to keep Desk in the US DC.
Firstly, the customer needs to be aware of the features that would be supported in SA DC, as there are some features that would be initially supported in the US DC that may not be present in SA DC.
Data centre wise feature comparison, https://www.manageengine.com/products/service-desk/cloud/global-data-centre-features-comparison.html
Yes, it is possible to migrate the specified service to another DC by first creating a dummy account in the same DC and then migrating it to the destination DC. However, the final decision rests with our IAM team, based on the services involved in this migration process. Alternatively, they can choose to migrate all their services to the destination DC.
8. How is the data centre chosen when a user signs up for SDP Cloud?
Due to security concerns, the data centre (DC) is automatically selected based on the IP address of the user's location at the time of initial sign-up. If a specific DC is required, please have someone from the desired region complete the sign-up process.
9. A user may have subscribed to multiple Zoho Services such as CRM, MDM on Demand, SDP on Demand and the customer may have moved to another platform to manage ticketing system. Now, customer would still use other services that they have acquired with Zoho but would only need to decommission the usage of SDP cloud alone.
We can guide the user to access sdpondemand.manageengine.com and this will change depending on the DC the customer belongs to and kindly follow the below steps,
- Click on the bento icon in the top left beside the home tab
- Choose ESM Directory.
- Select Service Desk Instances
Click on the delete option to the respective instance which is being used and the following prompt will be provided which will request for the consent from the user who is deleting the user. As a result, it will remove all the data and the configuration made. Kindly check with the customer if they need backup of the data which we can guide them to use the report or export option or backend export.
Once deleted, SDP cloud application will be removed from the respective organisation.
If there is a valid license, then we will need to reach out to our sales team to downgrade the license before deleting the instance.
10. What is the proper procedure to delete the user across all the ME/Zoho services?
For the above case, it is better to reach IAM or the Zoho Directory Support team, who can verify the data associated with their account properly and suggest the actions to be performed.
However, we do have the option to delete the user from ESM Directory, which will remove all their subscriptions. Deleting users from the ESM Directory will also revoke their access to other Zoho services, such as Zoho Mail, CRM, People, etc. Therefore, it is not recommended to delete users from the ESM Directory.
Once deleted, the user account will be permanently removed and cannot be recovered.
11. Is it possible to restore a deleted user account?
Before deleting the user account, we would provide the disclaimer or alert mentioning that this would result in data loss and it would be at the user consent to proceed further with the expected outcome, and the account cannot be restored.
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