Refer to this link for more details, https://help.sdpondemand.com/zoho-flow-actions

Key Difference between Zoho Circuit vs Zoho Flow integration

Role Required: SDAdmin, HelpDeskConfig.

To enable the Integration, Navigate to Setup > Apps & Add-ons > Integrations > Zoho Integrations and enable the toggle against Zoho Flow.

Scenarios that can be achieved using Zoho Flow Integrations,

Scenario 1 :- Microsoft Teams Notification for Major Incidents (Zoho Flow Actions)

Scenario 2: Employee Exit Request in HR Desk Triggers Asset Collection/Access revocation in ITDesk (Action Sequences)

Scenario 3: User Onboarding Process from SDP Cloud to Azure AD   (Zoho Flow Actions)

Above are a few sample scenarios that can be achieved using Zoho Flow integration. However, this integration is not limited to just these scenarios — you can connect with various third-party applications, as well as integrate within the same instance or with other Zoho/ManageEngine solutions. Each of these actions comes with an API name, and custom functions are supported to further extend capabilities through APIs.

 Scenario 1 :- Microsoft Teams Notification for Major Incidents (Zoho Flow Actions) 

When a major incident is reported in ServiceDesk Plus Cloud and a designated field (e.g., Is Major Incident) is marked, the client wants to automatically trigger a notification to a specific Microsoft Teams channel. This notification should include all relevant request details to proactively alert and engage the appropriate stakeholders.

Steps to achieve the above scenario:

Step 1 :- Create an additional picklist field called "Is Major Incident" and add it to the relevant incident template.

Step 2 :- Navigate to Setup → Automation → Custom Actions → Zoho Flow Actions and create a new Zoho Flow action.

Step 3 :- Enter the name of the action, which will also add the API name (can be used to trigger this action via API), and select the sub-entity (Requests) based on which you'd like to trigger this action.

Step 4 :- Search for Microsoft Teams under Search Applications and select the action Post message to channel as shown    below,

Step 5 :- Now, we have to authorize Teams through Connections. Hence, select if you have existing connections or proceed with a new connection by naming it. Click on Next to authorize the connection, as shown in the below screenshot.

You can manage existing Zoho Flow connections from Developer Space > Connections > Zoho Flow Connections. You can view, delete, revoke, and authorise connections from there.

6. Now, add the content you would like to trigger. You can find the request variables from the RHS.
7. Once the content is added, select the Team and Channel from the respective Microsoft Teams account and click on Save.

8. Now, the Zoho Flow action has to be added as an action within Triggers by navigating to Set up → Automation → Triggers, and add a new trigger named "Microsoft Teams Notifications".
9. You can now select the Execute During, set the Condition, and select the Zoho Flow action as shown below.

The above action can also be triggered using the workflow.

10. Once the criteria is met, the Zoho Flow action would be invoked and captured in the History of the request. In case of failure, you can navigate to Set up → Data Administration → System Log to verify the same.

Similarly, you can perform other operations within Teams using the above steps with a different set of actions. 

 Scenario 2: Employee Exit Request in HR Desk Triggers Asset Collection/Access revocation in ITDesk (Action Sequences) 

When an employee exit (offboarding) request is created and approved in the HRDesk instance, a corresponding request should be automatically created in the ITDesk instance to initiate the collection of IT assets (laptop, ID card, access revocation, etc.).

The Request ID generated in the ITDesk instance should be copied into an additional field in the original HRDesk request for reference.

Difference between Zoho Flow Action and Action Sequences

Zoho Flow Actions and Action Sequences are both used for automation, but they serve different purposes and offer unique capabilities.

Zoho Flow Actions are designed to integrate with both internal Zoho/ME apps and external third-party services. You can trigger a Zoho Flow to perform actions like creating records in Zoho CRM, sending notifications to Slack or Teams, or updating data in other applications. These are ideal for cross-application automation and external workflows. Each Zoho Flow Action is executed independently when the defined conditions are met.

Action Sequences, on the other hand, allow you to run multiple actions sequentially within the application. A major advantage is that the output of one action can be passed to the next, enabling context-aware execution. Action Sequences can include a combination of Zoho flow actions and custom functions, making them highly flexible for building complex internal workflows.

Steps to achieve above scenario :-

1. Create an Onboarding template in the HR Desk and add all the relevant fields required for the onboarding process.

2. Navigate to Setup → Customization → Additional Fields and create a Single Line additional field named "ITDesk Request ID" in the HR Desk. Once the field is created, go to Setup → Templates & Forms → Service Category and add the newly created "ITDesk Request ID" field to the Onboarding template.

3. Now you can navigate to Setup → Automation → Custom Actions → Action Sequences and click on New Action Sequences as shown below, which applies to approvals.                             

4. Click on Zoho Flow Action and create the first action to fetch the Requester ID, since the requester ID is unique in each instance.
   Search for the ServiceDesk Plus Cloud application and click Next as shown below.

     5. From the list of available actions, choose "Fetch Requester" and proceed to the next step.

6. Now, you need to authorise the SDP Cloud application through Connections. Select an existing connection if available, or create a new one by naming it "SDP Cloud". Click on Next to authorise the connection, as shown in the screenshot below.

You can manage existing Zoho Flow connections from Developer Space > Connections > Zoho Flow Connections. You can view, delete, revoke, and authorise connections from there.

7. Select the portal "IT Desk" and map the Email Address field from the available variable in the RHS as shown in the screenshot below.

8. Now, add the second Zoho Flow Action to "Create Request in IT Desk". Select the application as "ServiceDesk Plus Cloud", then choose the action "Create Request". Proceed by selecting the existing connection created in the previous step.

9. Once done, select the portal as "IT Desk" and choose the template you’ve defined for the Leaver process in ITDesk, as shown below. Then, add the Requester variable as "requester ID", which was fetched from the previous Zoho Flow Action.

The requester variable only works with the requester ID to trigger requests on another instance.
Therefore, ensure that the first action fetches the requester from the target instance, and use the same ID in the second action to trigger the request on behalf of the same requester.

10. Fill in the remaining field variables by mapping them with the appropriate request variables available on the RHS panel.

11. Now, let’s create the third action to capture the Request ID created in IT Desk and update it in the corresponding request in HR Desk. Add a new Zoho Flow Action and select the action "Update Request". Name this action as "Capture Request ID from ITDesk", as it will be used to update the HRDesk request with the Request ID generated in ITDesk.

12. Select the existing connection from the available connections created during the previous actions.

13. Select the portal as "HR Desk" and choose the template used for the offboarding process in HR Desk that needs to be updated. You can now map the Request ID attribute from the previous action to update the appropriate field in HR Desk, as shown below.

The flow request ID attribute maps the Work Order ID of the request by default. If you would like to display the actual Display ID from the ITDesk, you can use the following key values instead:

Request ID → ${flows.trigger_request_in_it_desk.display_id}

Display ID → ${flows.trigger_request_in_it_desk.display_key.display_value}

14. Now, all the added actions will be displayed in sequence, as shown below.

15. Now, let’s trigger the Action Sequence via Trigger Automation by navigating to: Setup → Automation → Triggers, as shown below.

The above action can also be triggered using the workflow.

16. Based on the above trigger configuration, a request has been successfully created in IT Desk, and the Request ID has been captured in the additional field in HR Desk, as shown below.

• Action Sequences can also be configured for specific sub-entities, which allows you to capture and utilize field variables that are relevant to those entities—such as approvals, approval levels, email responses, and more.

• You can also leverage Custom Functions within Action Sequences to further extend their capabilities and build more advanced automations.

• The scenario described above is just a sample use case. You can create multiple other sequences in a similar format based on your business requirements.

Troubleshooting Tip:

If the Action Sequence does not execute as expected:

1. Check the History tab within the request to verify if the action is invoked via triggers.

2. Review the System Logs for any errors.

3. If you are unable to resolve the issue, kindly share the error details with the support team for assistance.

Refer to this link for more details, https://help.sdpondemand.com/action-sequences

 Scenario 3: User Onboarding Process from SDP Cloud to Azure AD   

The client requires that whenever a User Onboarding request is raised and approved in SDP Cloud, the respective user should be automatically created in Azure AD.

This automation ensures a seamless handover between the IT Service Management system and the identity management platform, eliminating manual effort and reducing onboarding delays.

Steps to achieve the above scenario :-

Step 1: Navigate to Setup → Templates and Forms → Service Catalog, and create a new Service Request template specifically for Employee Onboarding – Azure.

Step 2: Add all the mandatory and relevant additional fields either directly within the template or by going to Setup → Customization → Additional Fields. Once the fields are created, navigate to the specific template and include them, as shown below.

Step 3: Navigate to Setup → Automation → Custom Actions → Zoho Flow Actions, and create a new action named "Create user in EntraID". Next, search for the Microsoft Entra ID application and click Next to proceed.

Step 4: From the list of available actions, select "Create user", as shown below.

Step 5: Now, authorise Microsoft Entra ID through Connections. If an existing connection is available, select it. Otherwise, proceed to create a new connection, provide a name for it, and click Next to authorise, as shown in the screenshot below.

Step 6: Now, map all the mandatory fields and other required variables using the options available in the RHS, as shown below.

Step 7: Scroll down on the LHS to view all the additional available fields. You can map these fields—such as Force Password Change, Account Enabled, Azure Mail, etc.—using the appropriate variables from the RHS panel.

Step 8: Now, apply this Zoho Flow action via Triggers by navigating to Setup → Automation → Triggers, as shown in the screenshot below.

Points to Remember:  

• Ensure that all the required additional fields are created and added to the specific template.

• Mark all mandatory fields within the template to prevent errors during the user creation process.

• If needed, the above Zoho Flow action can also be added within a Workflow for enhanced automation.

• To handle actions based on the response received during the user creation process, follow a procedure similar to Scenario 2 (Action Sequences).
  

Troubleshooting Tip:  If the Action Sequence does not execute as expected:

1. Check the History tab within the request to verify if the action is invoked via triggers.

2. Review the System Logs for any errors.

3. If you are unable to resolve the issue, kindly share the error details with the support team for assistance.