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Business Rules vs Triggers: What is the difference?
Hi all, I have a cascading set of Business Rules that re-assign a service request to different teams, based on input of data in custom additional fields (meant for each different team). I can see that Business Rules and Triggers look almost identical,
Enabling Self-Service Login for all users
Morning, I am just wondering if there is a way to enable self-service login for all users that are requestors in ServiceDesk plus, i would like this to be done automatically for all current and future requestors. Currently we are manually having to go
New Integration: See how Log360 Security Intelligence Elevates Your ServiceDesk Plus Workflows
Often, the first sign of a security event hits the IT help desk—but without full context. This integration provides the missing link, synchronizing real-time SIEM security intelligence directly into your ITSM workflows. Join us for an exclusive session
Force Unique Change Role Assignments
Is it possible to validate if the same individual is configured in specific change roles? Use Case: In our environment, leadership wants two unique individuals to deploy and validate a change request. So, the same Change Deployer (i.e.: engineer) should
OAUTH Scope for Announcements
What is the scope to specify for creating an Announcement when generating the API access token? There is nothing listed specifically for Announcements in the API guide (OAuth 2.0 - REST API - User Guide), and trying both General and Setup yields a 401
Upcoming enhancements in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in ServiceDesk Plus Cloud.Below is a brief run-through of the same. ServiceDesk Plus Cloud Onboarding Experience Revamping ServiceDesk Plus Cloud onboarding for a faster, smoother, and more
Upcoming change in ServiceDesk Plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming change in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Upcoming Change: Accessing Our Application We’re updating the way you sign in to our application
Feature Request
Would it be possible to add a new field like the Description field which gives you the options to edit text etc.... for all modules
ServiceDesk Plus Cloud - Slowness in EU DC
Hi everyone, We’re aware that some of you are currently experiencing slowness while using ServiceDesk Plus Cloud in the EU Data Center, and we’re truly sorry for the inconvenience this is causing. Our team is actively investigating the issue on top priority
Announcements start at the bottom.
When viewing Announcements from a configured banner, the Announcement displays content from the bottom instead of from the top. User have to scroll to the top of the Announcement to begin reading. This may be due to the length of the announcement but
Technician Auto Assign Question - Resolved
I’m looking for some guidance on the best way to use Technician Auto Assign in ManageEngine ServiceDesk Plus. In our setup, we often have technicians assigning requests to a Technician Group, but they don’t always assign a specific Technician at the same
Masterclass 2025: Episode 10 - Ask me anything (AMA) session with the ServiceDesk Plus Cloud team [Nov 19]
Hi there, In the tenth and final episode of Masterclass 2025, we will showcase all the latest features released in ServiceDesk Plus Cloud in the last six months, followed by an AMA session where our experts will answer your queries. For the AMA session,
ServiceDesk Plus Cloud slowness issue – US region
We are experiencing significant slowness issues with ServiceDesk Plus Cloud in the US region. Pages are taking a long time to load, and user actions (such as opening requests, or navigating between modules) are noticeably delayed. This issue is affecting
Service Desk Plus performance issues in the UK
Happy Monday, Just wondering if anyone else is experiencing any performance related issue with service desk plus this morning, webpage is take multiple minutes to load same when trying to view tickets etc. Thanks,
Customization of Widget shown on Right side of all request screens
Does SDP (Cloud) allow customization of fields shown in the right side panel in all request screens? We do not use all of the default fields, and we like to instead be able to place some of our custom fields. Our prior system showed all data on one
Masterclass 2025 Ask Me Anything episode: Submit your questions now!
Hi everyone, We are excited to announce that the tenth episode of Masterclass 2025 will be our second Ask Me Anything (AMA) episode of the year. This is your chance to speak directly with our ServiceDesk Plus Cloud product experts and get real-time answers
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Upcoming EU DR drill in ServiceDesk Plus Cloud.
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho EU(Europe) Service on 2nd Nov 2025 and 9th Nov 2025 to ensure our DR Readiness in EU Deployment. This will help us support our expanding server far more efficiently.
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
smitjo
"The Tech Quest" is a technology platform that shares absolute knowledge regarding various globally trending technologies, upcoming Software's, most successful Business strategies, recently launched Gadgets, newest Technology updates, tips and tricks
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.
Creating helper text or guidance in a change request
Does anyone have any tips on how I can add helper text or guidance inside a change request? Often the fields to complete are very generic and could use some guidance on how to complete them - but there doesnt seem to be a standard way of adding context
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
Integration ServiceDesk Plus Cloud with Microsoft Power BI
Hello Support, Can ServiceDesk Plus Cloud integrate with Microsoft Power BI to obtain statistical data? Do you have a procedure for this integration? Regards, Rafael Vega.
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
Contract Expiration Notifications - Templates
We’re starting to use the Contracts module in ServiceDesk Plus Cloud (SDPC) to improve centralized visibility of our agreements. One of its most valuable features is the built-in expiration notifications, which help us stay ahead of renewals. However,
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
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