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.
Optimizing ITSM Integration with Cloud Service Providers – Insights and Tips
Hello, PitStop Community, I wanted to share a positive experience we've had while integrating our ITSM system with a cloud service provider and see if anyone has additional insights or best practices to further enhance the integration. Our organization
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,
How to change language of an istance
Hi I've 3 istance on a SDP cloud, I've to change the language for all user in one instance. How it is possible?
Adding a TAG to a Request via SDP Cloud API
Has anyone been able to do this? Is it even possible? Allen
Upcoming enhancements in AI in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in AI in ServiceDesk Plus Cloud.Below is a brief run-through of the same. Generate Resolutions Using GenAI Auto-generate request resolutions based on conversations, technician notes, and
Increase the size of an attachment that can be uploaded
Currently the maximum size limit to upload shows as 50MB, can this be modified ?
SDPC - Software that is licensed/charged per month
We're trying to figure out how we can easily add in software that is charged on a monthly basis, where the total cost can change based on total usage. We cannot accurately estimate the yearly cost for some platforms.
Upcoming enhancements in Zia in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Zia in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Ask Zia-Conversational Chatbot You can now configure Zia Chatbot as a conversational bot to provide a smarter and
Does Service Desk Plus have a mechanism for support technicians to add 'notes' to a requestor?
Does Service Desk Plus have a mechanism for support technicians to add 'notes' to a requestor? Such as "This person is hearing impaired."
Bulk Update Asset Name in All Assets
We wish to change the name of a set of Assets. We were going to complete a bulk update via Setup / Data Administration / Import Data / Import Wizard, as we want to change the name of 400+ assets. But, this will not work as the new name will not allow
Upcoming enhancements in software,CI,integration,CMDB,release,integration and zia in ServiceDesk Plus Cloud.
Dear Users, We are elated to announce the upcoming enhancements in software,CI,integration,CMDB,release,integration and zia in ServiceDesk Plus Cloud.Below is a brief run-through of the same. Features Software Manufacturers Technicians with SDAdmin or
Free webinar: Cut ticket noise and fix issues faster with ServiceDesk Plus + Endpoint Central
Hey there, It’s common for IT teams to face the same issues day after day: password resets, patch requests, and those never-ending ‘my app won’t open’ tickets. The good news is there’s a way to eliminate a lot of those repeat tickets before they hit your
Bringing decision intelligence into your ITSM operations by integrating ServiceDesk Plus with Analytics Plus
Hi there, Imagine this: Technician utilization has shot past 100%. Your team is logging overtime, yet unresolved tickets keep piling up. The pressure is mounting, and burnout feels inevitable. Meanwhile, combing through complex reports and scattered ticket
Delivering secure & superior service experiences by embedding privileged access security into ITSM
Hi there, As the threat landscape intensifies, hidden security gaps in your ITSM workflows—like inconsistent access provisioning during employee journeys—can quickly turn into ticking time bombs. As the global economic impact of cyberthreats is expected
Feature Idea: Read Receipts & Secure Messaging for ServiceDesk Plus Cloud
Hello ServiceDesk Plus Community, As a long-time user of ServiceDesk Plus Cloud, I'm always looking for ways to improve our workflow, security, and compliance. I would like to propose two features that I believe would be game-changers for both technicians
Avoiding duplicate autmated tickets
I'd like to autogenerate some tickets from a csv file containing a list of issues. I was going to do that by generating emails to our ServiceDesk mailbox. Eg with subject "Install Windows 11 on xxx", or "Remove xxx from computer yyy". The problem is that
Increase Records per Page (for Admins)
Admins frequently have to perform bulk actions on tickets for various reasons: - Assign tickets to a different group, site, technician - Modify the assigned Categories - Bulk closure - etc. Would like to recommend that for Admin users, we have the ability
[UPDATED] ServiceDesk Plus Cloud ends its mobile web/browser application for the better
Dear Users, We're making some changes in ServiceDesk Plus Cloud's accessibility on mobile devices to enhance your experience as a user. ServiceDesk Plus Cloud will no longer be supported on mobile browsers, effective from 1st August 2019. You can continue
Custom Actions to automate ticket management
Scenario: Organization ticket retention rules are in place to manage how long a closed ticket remains within the SD+ instance. Current State: Every month the SD Admin deletes tickets found in the Archive section with a 'Completion Date' of 3 years or
Translations
Translations have been a fantastic feature within the on-premise version of ServiceDesk Plus. A feature which has been very useful and popular with my customer base and implementation projects delivered. I would very much like to see this be available
Slowness in SDP – Assets Module
We are currently experiencing performance issues with ServiceDesk Plus (SDP), specifically when working within the Assets module. The system is responding slowly, which is affecting our ability to manage asset-related tasks efficiently. We appreciate
Migrate from Google Workspace to Office 365
Hi ALL I have simulated case - Change cloud provider from Google Workspace to Office 365. Currently all Requestors sign in to SDP Cloud as Google's users. What i need reconfigure in SDP Cloud side if Google Workspace will be changed to Office 365? What
Masterclass 2025: Episode 7 - Build a robust ITAM practice with ServiceDesk Plus Cloud [August 20]
Hi there, In the seventh episode of Masterclass 2025, learn the various aspects of an efficient asset management practice and map dependencies between IT infrastructure components to evaluate potential risks. We will go over how to manage hardware and
How to Hide Unanswered Fields in ServiceDesk Plus Cloud
How do I hide a field/fields that have not been answered on an incident request? We have many fields on our form and do not need to fill every field out when submitting a request. After submission, all of the non-answered fields show on the Request Details
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