Servicedesk plus cloud

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ManageEngine ServiceDesk Plus (Cloud) iPhone app lets your technicians create, access and resolve requests from any place, anytime. This app reduces the response and resolution time of a technician dramatically, increasing the efficiency of your help desk team. The app, designed particularly for iPhone, gives you better user experience. ManageEngine ServiceDesk Plus (Cloud) integrates your help desk requests and assets to help you manage your IT effectively.

App features:

Filter requests based on criteria such as unassigned, pending, open etc.

View, create, edit and delete requests.

Perform actions (pick up, assign, close, reply) for requests.

Work log and resolutions can be added/modified for each request.

Version 5.10.4

1. Zia support for multi ServiceDesk instances.
2. Page reload issue in conversations view has been fixed.

Ratings and Reviews

Would love to use the app but it keeps crashing

When it works it is a great app for managing my help desk. However the app constantly crashes. I think the new update has caused it to crash quicker and more often that version 5.4 did. I wish they could fix it as it really is a helpful and good app when it does work.

It’s okay...

I work a non-profit health center so we use the free cloud version. It definitely get the job done but the app is a different story. We stopped getting notifications via the app back in December. My team and I have reinstalled many times and verified that push-notifications are enabled in the web console. Secondly, while in the app looking for someone’s reply to a ticket, the app seems to rearrange the conversation thus making it a puzzle to decipher the thread. We are moving to the on-prem solution and hope for better luck there!

Sorry for the inconvenience caused. Please send the device model and iOS version to [email protected] / [email protected] so that we can analyze and fix the issues as soon as possible.

Great app but..

First off I will say this app is very useful and straightforward. The only issue is I have to reinstall it everyday. It like every time I don’t use it for awhile, like when I’m off work, the next morning when I try to use it the app crash and will not open until I delete it and reinstall it. If they get this problem fixed I would rate it 5 star but for now it’s gets 1 star.

Sor­ry for the in­­­con­ve­nience caused. Please write to us at "sdp-on­de­­mand-sup­­[email protected]­ageengine.­­com" or "mem­o­­bile-sup­­[email protected]­ho­­cor­p.­­com" ex­­plain­ing your prob­lem in de­­tails and kind­­ly share your de­vice & OS de­­tails.

The developer, Zoho Corporation, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy.

Data Linked to You

The following data may be collected and linked to your identity:

  • Contact Info
  • User Content
  • Identifiers
  • Usage Data
  • Diagnostics

Privacy practices may vary, for example, based on the features you use or your age. Learn More


Zoho Corporation

135 MB


Requires iOS 11.0 or later.
Requires iPadOS 11.0 or later.
iPod touch
Requires iOS 11.0 or later.

English, Arabic, Croatian, Czech, Danish, Dutch, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian Bokmål, Polish, Portuguese, Russian, Simplified Chinese, Spanish, Swedish, Traditional Chinese, Turkish, Vietnamese

Age Rating

© 2020 Zoho Corporation Pvt. Ltd.



  • Family Sharing

    With Family Sharing set up, up to six family members can use this app.

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ITSM best practices support

Request management/call tracking

End user self-service

Knowledge management

SLA management


Asset management

Purchase management

Contracts management

Service catalog

Incident management

Problem management

Change management

Release management


Resource management

Project management

Enterprise service management



Artificial Intelligence

Custom Applications

Custom schedules

Custom schedules

User Survey

System requirements


Free for up to 5 techs. Paid version starts @ USD 1,195 for 10 technicians annually.On-premisesCloud
Professional EditionStarts at USD 495 for 2 techs and 250 nodes annually.
Enterprise EditionStarts at USD 1,195 for 2 techs and 250 nodes annually.
Subscription ModelYearly & perpetual basisMonthly & yearly basis
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ServiceDesk Plus is a SaaS IT help desk management software. With plethora of features for IT Service Management, it helps IT managers effective organize help desk operations within the organization.

With ServiceDesk Plus, you can :

Enable end users to raise requests by email or by the Web based Self Service Portal.

Customize your IT service management by defining templates, work flows, user roles, SLAs, business and escalation rules

Configure auto assign rules for incidents, notification emails to users and technicians at predefined triggers and custom request forms to collect accurate information from end users.

Manage the entire incident life cycle with your ITIL helpdesk online, automating work flows and SLAs.

Maintain a detailed Knowledge base with solutions that end users and technicians can refer to.

Configure and send out User Satisfaction Surveys.

Convert Incidents to Problems and raise Changes with the detailed ITIL Problem and Change Management modules.

Discover and track IT Assets, manage Software usage and Licenses.

Manage your Purchase Orders and Contracts.

Get access to Comprehensive reports and Detailed Dashboards.

Enjoy AD Integration, API and native iPhone & Android Apps



October 15, 2021



  • Added Percentage of Completion column to the projects table in Zoho Analytics

October 13, 2021

Behavior Changes


  • For all newly created records across the application, the links added to the Description fields will now open in a new tab.

Technician Groups

  • When creating or editing technician groups, the list of technicians populated in the multi-select box for the Technicians field will now be sorted alphabetically.


  • Email addresses provided for user fields will now be treated as case-insensitive across all API operations.


  • If an error occurs when processing emails, mail fetching will be stopped and an email notification will now be sent using TransMail instead of the configured mail services.
  • For customers using built-in mailbox or Microsoft mailboxes based on modern authentication, the bounced emails will now be dropped from reaching the mailbox and will be recorded in system logs.
  • The Reply Back Name field is now mandatory for configuring mailboxes using modern authentication.

October 11, 2021


Default Formatting for Rich Text Editors

You can now configure the default font and font size for all rich-text fields across the application. To do this, click the profile icon, select Personalize, and choose your preferred font and font size under the Rich text editor style section.


  • This is a user-specific configuration.
  • Users can change the font and font size if required when editing the individual fields.

Asset Vendor Import Implementation

Vendor details and vendor-product association can now be imported via CSV files from Setup >> Data Administration >> Import Data. Click here to learn more about importing vendors.

Apart from administrators, users with SDAsset Manager and AssetConfig roles can also import data into the Asset module. However, the user, site, and department associated with an asset can only be updated if the user does not have administrator permission

  • If both the user and department associated with an asset is not present in the application, the asset will be imported to In Store state.
  • If the site associated with an asset is not present in the application, the asset will be imported as Not in any site. Click here to learn more.

October 5, 2021

UI Enhancements


  • Added an icon for "Web URL" fields in request forms to open links when they are disabled.


  • Improved error message for product type modification when assets with the same name and product type already exist.

Issues Fixed


  • In request templates, the UI labels for additional fields are getting trimmed when the number of characters in the label exceeds 20.
  • In some cases, the formatting styles applied to email signatures are not getting rendered properly in request conversations.


  • Unable to access trashed purchase orders in some cases.
  • When the vendor's currency and the purchase order's base currency have the same symbol, the values in the Amount column of purchase orders are shown in the base currency instead of the vendor's currency.
  • New error message added in purchase orders when attempting to receive assets using Barcode/QR Code without selecting a site.

October 1, 2021

Cloud Telephony Integration

ServiceDesk Plus Cloud now contains built-in telephony integration that allows calls to be made, received, and logged in the application. After the administrator enables the integration, technicians can initiate and receive calls in the application directly. The important pointers discussed can be documented as call description.

Depending on the service provider, technicians can perform calls using either of the following ways:

  • Technicians with access to the Requests module can make calls to the requester from the request right panel. The documented notes and call details are recorded in the Conversations tab of the request.
  • Technicians can also utilize the dial pad in the application footer to call any contact number.

Call details are logged under Setup >> Data Administration >> Telephony Log.

To learn more about Cloud Telephony integration, click here.

September 30, 2021

New Feature


TeamViewer Integration

You can now integrate TeamViewer with ServiceDesk Plus Cloud. The integration supports both regular remote session, which allows you to gain access to the user's screen and input control, and pilot session, which allows you to gain access to the remote device's camera for real-time streaming. To enable this integration, go to Setup >> Apps & Add-ons >> Integrations >> Third Party Integrations, and use the toggle on TeamViewer Card.

After integration, the technicians can access TeamViewer using the widget on the right-side pane of the request details page.

ADManager Plus Integration

You can now integrate ADManager Plus with ServiceDesk Plus Cloud. This integration allows you to perform different user operations pertaining to ADManager Plus directly from ServiceDesk Plus Cloud. To enable this integration, go to Setup >> Apps & Addons >> Integrations >> ManageEngine Integrations, and use the toggle on the ADManager Plus card.

After enabling the integration, a web tab for ADManager Plus will be added. Go to the web tab and configure the custom widget to allow the technicians to perform various user operations directly from the ADManager Plus widget on the right-side pane of the request details page.

September 28, 2021

New Feature

Release Form Rules

Introducing Release Form Rules that allows you to create rules based on custom criteria to perform various actions such as, Hide Fields, Show Fields, and Mandate Fields on release request fields.

The rules can be applied based on the type of user or the template. Users can also customize when to execute rules, based on various form events.

The Release Form Rules can be created under Setup >> Templates & Forms >> Form Rules >> Release Form Rules.


  • Form Rules are client-side executions.
  • Form Rules cannot be executed upon spot editing of Release Fields in the Details page. However, users have the option to disable spot editing in releases when Form Rules are created, using the Advanced Portal Settings.


Requester Portal Customization: Support for uploading images

You can now use upload images and use them as requester portal's background and icons via basic customization. A Gallery is added where you can upload, view, use, or remove images directly from ServiceDesk Plus Cloud without any need for external hosting. To access it, go to the requester portal editor (basic) and click Gallery.

  • To upload an image, click Upload Image and choose your preferred image.
  • To use an image, click your preferred image from the gallery to copy its background style CSS code, and use the code in the HTML editor by adding a style tag.
  • To remove an image, hover over an image, click remove icon.

To learn more about this feature, click here.

Note: Default images cannot be removed.

Zia Full View

Zia Chatbot can now be loaded in a separate window to perform all Zia related operations. Users can access multiple service desk instances from the Chatbot window and switch between different instances as needed. Admins can enable Zia from the chatbot window.

To learn more, click here.

September 09, 2021

( Pre-release : August 31, 2021 )


Zoho Survey Integration

ServiceDesk Plus integrated with Zoho Survey, a powerful survey creation tool. Administrators can build complex survey templates within minutes. Zoho Survey allows administrators to collect, analyze user responses and gain valuable insight into customer experience.

To enable the integration, go to Setup >> Apps & Add-ons >> Zoho Survey. You can manage the Zoho Survey settings from Setup >> User Survey.

You can automate surveys to be sent to users and trigger different survey templates based on the request via survey rules.

To learn more, click here.



Import Orgrole User association data

ServiceDesk Plus Cloud now supports organization roles association with users, sites, regions, departments, and groups for all levels, except Organizational Level.

  • Administrators can now import regions and departments into ServiceDesk Plus Cloud.
  • Organization roles can now be updated for users, sites, regions, departments, and groups using email addresses. If you are importing users for organizational roles that do not exist in the application, ensure that you create the organization role before the import.
  • If the site name is not mentioned while importing sites, the data will be imported to the default site if a valid data for organizational role is present.

To learn more, click here.

Generic Import Option for Worklogs

  • Added support for importing worklogs for requests, changes, problems, releases and their respective tasks.
  • Redesigned import data wizard to have a single option to import worklogs across all supported modules.
  • Modules should now be specified in the CSV files for importing worklogs.For worklogs in requests, problems, releases, and changes, use Request, Problem, Release, and Change as values for the Module column respectively. For task worklogs, use General Task, Request Task, Change Task, Problem Task, Release Task, Project Task, and Milestone Task as values for the respective tasks. To learn more, click here.


Release Tasks and Worklogs Enhancement

Release Engineers (with permission to edit releases) and Release Managers can now delete pending approvals in a release stage after the release has crossed the stage. If no release manager is assigned for the release, users with SDRelease Manager role can perform the action.

Behavior Changes


Removal of Old Status in Changes

The old status in changes are no longer supported. All entries relating to old status in changes will be removed from change status list view, change history, sandbox, triggers, notification variables, and API endpoints.

Note: You can still generate change reports with old status when required.


Release Tasks and Worklogs Enhancement

Task owners who cannot access the release module can now view and edit release tasks assigned to them. They can also add and manage worklogs in their release tasks.

Release engineers, who do not have access to all releases, can now view the tasks of releases assigned to them from the home page.

September 06, 2021


New Attributes for Requester Portal Editor

Added new attributes that allow you to invoke Zia and Live Chat using HTML elements within the requester portal. These attributes are available in the basic requester portal customization. To add these attributes, go to Setup >> General Settings >> Requester Portal >> Requester Portal Customization, click Configure on the BASIC card, and click the edit icon on the top-right to open the HTML editor.

  • For adding Zia, use click-action='show-zia-chatbot'
  • For adding Live Chat, use click-action='show-live-chat'

Note: The attributes do not affect the options for Zia and Live Chat on the footer bar.


  • The buttons Save and send and Save configuration under the Approvals tab in the request details page are now repositioned and recolored for improved usability.

Issues Fixed


  • Tasks are not getting flagged as overdue in some cases.


  • The inline videos in solutions become inaccessible to recipients if the solutions are forwarded as email.
  • Opening a solution in a new tab from the solution list view incorrectly redirects to the same page instead of the solution details page.
  • Formatting styles applied to solutions in the editor are not maintained in some cases.


  • The History tab under the details page of assets of custom product type "Mobile" is rendered blank.
  • In Assets, the word "State" is mistranslated to "Provincie" in the Nederlands language.


  • In custom reports wizard, the Advanced Filtering option incorrectly shows all templates across modules instead of module-specific templates.
  • In reports, "Requests Status by category" is not translated into Spanish and Portuguese languages.

August 30, 2021

Custom Domain Enhancements


Custom domains are now verified in ServiceDesk Plus Cloud at their time of creation. If the CNAME of the sub-domain is not configured and resolved globally, the custom URL will not be created.

Behavior Changes

Once created, custom URLs cannot be edited further. Users can remove the custom URL and add a new URL, if needed.

The default URL of the application in all emails from ServiceDesk Plus will now be sent using HTTPS protocol.

August 25, 2021

( Pre-release : August 16, 2021 )

Zia Prediction

Zia can now be trained to predict the relevant technician, category, and template for a request. Administrators can train ZIA with 100 or more requests by enabling the prediction features from Setup >> Zia >> Artificial Intelligence.

Technician Prediction

Zia can be trained to predict the relevant technicians to handle a request by training with the service desk data. After the training is over, Zia will suggest the top 3 relevant technicians for a request during edit. To allow Zia to auto-apply the predicted technicians, facilitate Technician Auto Assign and select Artificial Intelligence (Zia) as the technician auto assign model.

Category Prediction

Zia can train with service desk data to predict the relevant categories for requests. After the training is over, Zia will suggest the top 3 relevant categories while editing requests. Category Prediction is applicable only if the request category is not defined by any existing configurations.

You can enable Apply Prediction from Setup >> Zia >> Artificial Intelligence to allow Zia to auto-apply the predicted category for a request after creating it.

Template Prediction

Zia can also be trained to predict the appropriate template for a request when users edit the requests or convert from service to incident and vice-versa.

Zia Enhancements

Multiportal Support

Zia is now supported for HR and Facility instances as well. The default actions and custom actions of Zia are specific to the instance it is configured for. Actions configured for one instance will not be reflected in other instances.

Similar Requests

Users can now fetch similar requests based on a request’s ID or subject. In the Zia Chatbot, select Similar request. The requests similar to the specified ID/subject are fetched from the last 1000 requests. The fetched requests can be filtered based on the time of creation within the last 24 hours.

Asset and CMDB Enhancements

  • Added Zero Installation Software filter in the scanned software list view to view software applications that are not installed on any workstations.
  • You can now add the Version column in the scanned software list view using the column chooser.
  • You can now associate more than 100 users with user-based software licenses.
  • Added a new query report Logical Drives with less than 10% of Free space that fetches the list of all logical drives having less than 10% free space across the network.
  • The values of TotalCapacity and FreeSpace will now be shown in GB in the Servers with less than 10% Free Disk space query report.
  • Added new columns Last Scan Time, Last Scan Status, and Scan Message to the assets tabular reports.
  • Added Scan Message to All Computers, Workstations, and Servers tabular reports
  • You can now search for values of Single Line, Picklist, Email, Phone, and URL fields in the CMDB list view.
  • CI Types can now be selected as a reference entity when creating a Lookup Field in Custom Modules.

Test Webhooks

When configuring a webhook, SDAdmins can save and test the webhook to avoid potential errors before associating it with triggers or life cycles.

August 19, 2021

New Feature

Zoho Directory Integration

Zoho Directory allows you to manage all your organization users across different applications. With this integration, you can perform various user management operations such as add or edit user, configure roles or permissions, designate user as requester or technician, assign users to groups, monitor login activity, change passwords, configure security policies, etc.

To set up the integration, log in to Zoho Directory as admin, go to Admin Panel >> Applications >> Add Application, search for ServiceDesk Plus and click Add. Finally, choose your preferred ServiceDesk Plus instance and confirm the users in the instance to add them to Zoho Directory.

Note: The Zoho Directory integration can be enabled independently for each ServiceDesk Plus instance.

August 17, 2021

Behavior Changes


  • The URLs of deleted tasks will now redirect to an error page instead of home page.


Option to download the import summary file is now limited to select entities:

  • Tasks, comments, and work logs across all modules
  • All entities under projects, problems, releases, CMDB, and custom modules

Issues Fixed


  • Unable to reorder custom actions added to triggers after saving the trigger edit form.


  • Unsuitable color codes are displayed to indicate approval status when non-English languages are configured as the default language.
  • Unable to close requests when the request closure rule "All child requests should be closed" is enabled and the associated child requests are in Resolved or custom Completed Status.
  • The notifications related to business rules, triggers, and life cycles are inadvertently getting sent using the outgoing email address even for requests that are assigned to a technician group that has the Sender's Email ID/Name configured for it.


  • Unable to update change status to CAB-Approved in the change edit form when no CAB approval is configured.
  • In edit template form, the Change Approver field is not shown in the Available Fields list under the Roles tab if the field was removed previously from the template.


  • In the new incident form, the suggested solution erroneously shows the old solution titles instead of the new one.


  • Purchase order approval email notifications are inadvertently getting sent twice.
  • Purchase order attachments are missing in the email notifications namely, Email Owner, Email Vendor, and Ordering PO that are sent using the options under the Actions drop-down in the purchase details page.
  • The user selection drop-down for the Signing Authority field is not appearing in the purchase default value configuration page and the Purchase Orders.
  • The Approved by field does not appear in the print preview of the approved purchase orders.


  • When Azure integration is disabled, the users deleted from Azure AD are not getting removed from ServiceDesk Plus despite having configured the Azure AD User Sync to remove those users.
  • When creating a Jira ticket from a request, the description field retains the HTML character entities without converting them to their respective values.

August 13, 2021

( Pre-release : August 04, 2021 )

New Feature


ServiceDesk Plus Cloud now allows you to effectively track and manage consumables from Assets tab.

Using Consumables, you can:

  • Track expendable assets in bulk that are usually discarded after a single use.
  • Define consumable product type with category specifications (IT or Non IT).
  • Maintain your inventory up-to-date when receiving or distributing consumables thereby avoiding unreliable/incorrect inventory records.
  • Keep track of all inventory processes from a single location.

To learn more, click here.

August 04, 2021

( Pre-release : July 28, 2021 )


Releases: Import Releases, Release Tasks, and Release Conversations

You can now import Releases, Release Tasks, Release Conversations, and Attachments for releases and release tasks under Setup >> Data Administration >> Import Data. The supported file formats are .csv, .xls, and .xlsx.

Additional Fields

Additional field types such as Decimal, Currency, Percent, Check Box, Radio Button, Decision Box, and Auto Number are now available for Releases and Problems.

The maximum number of additional fields for Releases and Problems is increased to 150 each.

July 28, 2021

Modern Authentication for Office365 and Outlook Mailboxes

You can now use Modern Authentication, which is based on OAuth 2.0, for connecting to Office 365 and Outlook mailboxes.

A new button Switch and Configure, which allows to switch between modern authentication and basic authentication, has been added for customers who are already using Office 365 and Outlook mail services.

Mail fetching will continue over basic authentication until modern authentication configuration is completed. To complete it, provide the necessary details for configuring modern authentication and click Finish Configuration.

For a new mail server configuration, go to Setup >> Mail Setting >> Mail Server Settings, select your preferred option, and use your login credentials to authorize the connection.


  • To use ServiceDesk Plus Cloud's native email service, click Use SDP Mail.
  • To connect to mailboxes from other service providers, use Basic Authentication by clicking Other Mails, and provide necessary configuration details.

July 22, 2021

( Pre-release : July 12, 2021 )


Notify Original Approver: Delegation-specific Notification Rules Enhancement

The following Delegation Notification Rules are added under Admin >> Automation >> Notification Rules >> Other Notifications:

  • Notify original approver when approval is sent to backup approver.
  • Notify original approver when backup approver performs an approval action.

Custom Widgets

Users can now bring external services inside ServiceDesk Plus Cloud by embedding widgets in various locations such as Dashboards, Custom Menu, Request Details page, Add/Edit Request form, Change Details page, Asset Details page, and Setup. within the application. Custom widgets can be configured in given custom widget package and hosted locally or on Sigma server.

Administrators can provide the location of widget items, connection details, variables details, and custom modules configuration in the custom widget package. The configurations and display locations of the widget items can be managed under Admin >> Developer Space >> Custom Widgets.

New Closure Rules for Releases

Added support for mandating new fields in different stages of releases via release closure rules, as listed below.

  • Development Stage: Details (Combines both Description and Attachments)
  • Testing Stage: Description and Test Cases
  • UAT Stage: Description and Test Plans (Test Cases in the UAT Stage is now Test Plans)
  • Deployment Stage: Description and Issues Found.

You can access the release closure rules under Setup >> Automation >> Closure Rules >> Release Closure Rules.

Note: While mandating the Details field in the Development stage, adding value to either Description or Attachments is sufficient.

Behavior Changes


The Test Cases field in the UAT Stage is now renamed to Test Plans.

July 14, 2021



  • Added proper error message for deleting the vendor-product association when the association is already in use by other modules.
  • Improved Japanese translation in the History tab across the application.

Behavior Changes


  • Removed Last 24 hours as a criterion for the date/time fields in the request custom view filters.
  • Removed Tomorrow, Next week, and Next month as criteria for the Created Time, Last updated Time, Responded Time, Resolved Time, Completed Time, and Assigned Time fields in the request custom view filters.
  • The transition pop-up for mandatory fields will be shown only if there are RLC-mandated transition fields or if the request contains empty fields that are mandated by request templates.

Issues Fixed


  • Custom functions used as business rules are not working properly if requesters have raised tickets using templates that have mandatory fields in the technicians view.
  • Requests associated with problems are not getting closed along with the problems despite having configured to be closed in problem closure rule.
  • In Request Approval, the close request page is rendered without a scroll bar.


  • When the Alert Change Manager, Change Owner, Change Approver, CAB (Change Advisory Board) by email when any recommendation is taken on a change rule is enabled and the number of recipients is on the higher side, the Change Approval reminder is inadvertently getting sent even if the approval action had been performed already.


  • A URL issue occurs when moved from the workstation edit form to the workstation list view page using the back button in the form.
  • A license expiry error is thrown when updating any software application with an active downgrade license due to failure in synchronization between the dates of main and downgrade licenses.


  • The organization logo and the charts appear broken in the reports emailed in the inline HTML format.

July 09, 2021

( Pre-release : June 17, 2021 )


Purchases and Contracts Enhancements

Purchase Dashboards

  • Purchase dashboards are introduced to visualize purchase orders in graphs and charts.

Purchase Reports

  • Purchase orders and the items ordered can now be analyzed using query-based purchase reports.

Purchase Template:

  • The purchase order template can now be modified by adding additional fields, setting mandatory fields, reducing the fields in a template and reordering fields. Click here to learn more.

Purchase Orders

  • The purchase order details page UI is updated for enhanced user experience.
  • Outgoing mails can be tracked from the Conversations tab in purchase orders details page.
  • Users can add vendor services and service types. You can also associate services with vendors and vice-versa. To learn more Click here.
  • The following purchase order notification rules are added under Setup >> Automation >> Notification Rules.
    • Notify PO owner and approvers when a purchase order is closed.
    • Notify PO owner and approvers when invoice is received for purchase order
    • Notify PO owner and approvers when a purchase order is ordered.
    • Notify PO owner and approvers when payment is done for purchase order.
    • Email Purchase Order Owner.
    • Email Purchase Order Vendor.


  • Contract dashboards are introduced to visualize purchase orders in graphs and charts.
  • Requests can be generated automatically for contracts nearing expiry.
  • Users can filter contracts displayed on the list view using custom filters.
  • Administrators can configure site-based restrictions in contracts.
  • Users can now generate query reports on contracts based on their sites.

Change and Release Enhancements

Stage transition restrictions for changes and releases

You can now restrict stage transitions in changes and releases to specific roles/users.

For changes, the stage transitions can be restricted to specific roles/users. To do this, go to Setup >> Automation >> Workflows >> Change Workflows and select an appropriate option under Workflow Settings.

For releases, the stage transitions can be restricted only to the release manager. To do this, go to Setup >> Automation >> Workflows >> Release Workflows and select an appropriate option under Workflow Settings.

Change Notification and Conversation Enhancements

  • You can now select recipients for change notifications and conversations from Users, Change Roles, Organization Roles, or provide any email address.

Change Downtime Enhancements

  • You can now capture CIs Involved and Services Affected information when creating a Change Downtime. This allows you to detect overlaps in downtime schedules within a change and notify the respective CI owners and managers when a downtime is configured.

Notification and Conversation Enhancements

  • The "Bcc" field is now supported across all notifications and conversations in requests and changes.
  • For requests, changes, and releases, the admin-configured notifications can now be sent to any email address.
  • Request custom notifications can now be sent to requesters.
  • You can now send request custom notification to email CC users.


  • The "Bcc" filed is not supported for automated and system notifications.
  • The To field in change notifications and conversations is no longer mandatory. However, at least one among the To, Cc, and Bcc fields must have an email address added to it.
  • The number of recipients is now capped at 50 which includes all recipients in the To, Cc, and Bcc fields for a single conversation or a notification across all modules.

Issues Fixed


  • In change conversation, the email address of the user initiating Reply and Reply All actions is unnecessarily getting added to the To field.
  • Unable to select non-login users for admin-configured change and release notifications using the Users category from the Notify to field.

July 05, 2021

Localization of Notifications for Non-login Users

The language used for notifications sent to non-login users will be based on the first available configuration selected from the items below as listed in the order of priority.

  • Language selected for the user's site (department-site) configuration
  • Language selected for the site associated with the requests/records across modules.
  • Language configured for the default notification template

The localized notifications will be sent only when the notification templates are configured in the respective languages and the Allow template customization in user's language option is enabled under Notification Rule Settings.

Note: All localization options are available only for accounts using a multilingual license.

June 24, 2021

Custom Scripts for Field and Form Rules

Custom Scripts are now supported in request Field and Form Rules. Using Custom Scripts, you can modify request forms dynamically based on user input.

Click here to view sample custom scripts for Field and Form Rules.

You can add and manage the Custom Scripts configured in the application under Setup >> Templates and Forms >> Custom Scripts.

Group Filter for Dashboards

Introducing group filter that allows you to filter information based on groups for widgets relating to request, problem, change, and release modules across all dashboards. The drop-down filter on the top-right corner of the dashboard now allows you to select both site and group. The Request frequency and Enable SmartView options are now moved under a gear icon adjacent to the filter drop-down.

For groups, you can choose All Groups, Not in any Group, or a specific group based on the site selected.

You can now limit the filtering to the current dashboard or extend it to all dashboards using the Apply to this dashboard only toggle.

Discover Product Panel for Requester Portal

The Discover Product panel is now added to the requester portal. It provides multiple resources for requesters to learn more about the application. This can be accessed by clicking the bulb icon on the lower-right corner of the requester portal.

June 17, 2021

Behavior Changes

Azure AD User Sync

Users imported via Azure AD User Sync will no longer be sent an email with OTP for their first-time login if their domain is already verified.

June 08, 2021



  • The limit for Agreement Expiry Notification in software license agreements has been increased to 180 days.

Behavior Changes


  • The value of the CIs Involved field will now be copied when creating change requests from an incident request.


  • When importing assets via CSV files, the modification of product value is now restricted only to the products of the same type.

Issues Fixed


  • The requester details section in the SmartView is not rendered properly in higher resolution displays.
  • In the requester portal, the Close Request button in the request approval page is barely visible as the appropriate color for the button is not applied.
  • Purchase Order attachments are not added to their respective PO approval notification emails.
  • The "Not in any site" option is missing from site filter in SLA list view for SDAdmin users who are not associated with "Not in any site".


  • Resent notifications in request conversations do not appear in the request print preview.


  • Project milestones are getting ordered incorrectly when exporting the corresponding project's Gantt Chart as PDF.


  • When forwarding a solution to an email address, the attachments in the solution are inadvertently getting duplicated.
  • When creating solutions, some of the topics are either missing or getting duplicated in the Topic Name combo box if the topics count is greater than 100.


  • No failure message is displayed when deleting software licenses.
  • Unable to print barcodes when a new product is added followed by an asset in the "Add new assets by generating your own barcode" section.
  • The Change Manager and Services Affected fields are not listing more than 100 values when creating or editing a change request.

June 01, 2021

( Pre-release : May 10, 2021 )

Advanced Customizations for Requester Portal (Beta)

You can now customize the requester portal with advanced options like panels, buttons, lists, snippets, etc over pre-defined or custom templates. To access these customizations, go to Setup >> General Settings >> Requester Portal >> Requester Portal Customization and click Configure on the ADVANCED card.

Note: The customization options that were previously available will now be identified as Basic Customization. To access it, go to Setup >> General Settings >> Requester Portal >> Requester Portal Customization and click Configure on the BASIC card.

Problem Module as an Add-on

Problem Module is now available as an add-on for Standard and Professional editions.

Problem Enhancements

Configure tasks within problem templates. When creating a problem, technicians can choose the tasks to be triggered on problem creation.

When changing the template associated with an existing problem, the technician can choose to delete or retain the tasks associated with the previous template.

You can now forward/reply to conversations from within the problem details page. You can also save drafts which will be listed in the right panel of the problem details page.

Under the history tab of the problem details page, you can search for a particular activity or sort the activities based on the time, users involved, and the type of action.

May 25, 2021

Behavior Changes


  • New Azure AD imports cannot be initiated until the current import has been completed.
  • Request ID will now be included in the Jira comments that are added upon updating the request fields such as Status, Priority, Technician, and Subject.
  • The limit for the number of users that can be imported using Azure AD synchronization has been increased to 20000.

Issues Fixed


  • The Detach Jira Issue pop-up does not show the issues properly when the Jira issues are moved from one project to another project.

May 20, 2021

( Pre-release : April 29, 2021 )

QR Code Support

Add assets by scanning QR Codes from vendors. You can also generate your own custom QR codes for new and existing assets.

Trigger and custom actions for Asset, CMDB, and Release

You can now configure triggers for Assets, CMDB, and Release modules and execute actions such as triggering notifications and web hooks or run scripts as custom functions on entities that meet your specific conditions.

You can also configure triggers to initiate tasks for the Release module.

Custom Triggers (Setup >> Automation >> Triggers)

Custom Functions (Setup >> Developer Space >> Custom Functions)

Asset Bulk Edit

You can now edit Assets and Asset Components in bulk from the Asset list view page.

Other Enhancements

You can now select CIs in bulk in Request, Problem, Change, and Release forms. To do this, click and select the CIs from the list view.

May 6, 2021



  • Added support for MAC Address field in IT asset imports.

Behavior Changes


  • UI label "Change Template" has been changed to "Switch Template" in Create a Service Request and Create an Incident pop-ups.

Issues Fixed


  • Unable to add Organization Admin role for users despite having sufficient privileges.
  • In the requester's homepage, the New UI Tour dialogs appear off-viewport when the navigation bar is hidden.
  • When copying an existing solution to a resolution, the words Title and Description that are added to the resolution are not translated to the user's default language.
  • When configuring cancelation-related notification templates, intended variables are not getting added for users without an asset module license.
  • The Announcements widget in the requester portal is not showing more than 30 announcements in Chrome browser.
  • Unable to delete more than 100 records from custom modules in sequential bulk delete operations.
  • In requester login, the Resource Details section is missing from the request details page when Requester can view is not set for the Status field in the corresponding service template.
  • In the notification template editor, the names of subject and message variables listed on the right-side panel are not displayed in the user-selected language for templates under project, tasks, and comment notifications.


  • In task notifications, the variable $AssociatedTitle is getting replaced by an empty string instead of the Subject value of the corresponding requests.
  • In request life cycles of non-English setups, the rule set configured for one transition erroneously appears in other transitions.
  • The Closure Code and Closure Comments are inadvertently getting updated to "NONE" after editing requests in bulk.
  • The default reply template is not getting selected automatically if the template's name had been changed.
  • In request details page, when the Conversation tab is selected, the value of Transition shown in the strip depicting the life cycle information is not synchronized with the actual transitions.


  • In change details page, the Updated by value and the user details shown in the corresponding tooltip are inconsistent.
  • Some fields are missing from column chooser (Closure Code and Next Review On) and the list view search criteria (Closure Code.)
  • Unable to create change requests using templates when the Status Comment field is empty and not mandated.


  • In new asset forms, the Site drop-down remains disabled when the value of Asset is Currently field is changed from In Use to any other value.
  • The Update Credentials pop-up is rendered blank when using Scan Now or Update Credentials options for assets if no probe is available.


  • The pages under Setup >> Automation do not load if the number of CI types in CMDB is on the higher side.

May 3, 2021

Issues Fixed


  • Unable to export unsaved reports.

April 29, 2021


Updating existing records using Import Wizard

You can now choose to update existing records without adding any new records during imports. This feature is available for all modules that support bulk data import. This option is available under Setup >> Import Data.

New filter for user list view

You can now filter users in the requester or technician list view based on the availability of login credentials using the Filter by User Category drop-down. The available filtering options are: All Users, Login Users, and Non-Login Users. This option is available under Setup >> Users & Permissions >> Requesters/Technicians.

April 21, 2021

( Pre-release : March 29, 2021 )



Introducing Sync Rules that allow you to define rules to perform various actions on CIs and their relationships based on the data available in Assets and Software Installations. You can define rules for the following actions.

  • Filter the assets or software installations and automatically add, remove, or update corresponding CI records.
  • Link CI records with respective assets or software installations.
  • Keep the data synchronized between CIs and their linked Asset or Software Installation records using field mapping.
  • Add or remove relationships between CIs based on the field values available in the linked Asset or Software Installation records.

To define a sync rule, go to Setup >> Customization >> CI Types, choose the preferred CI Type or create a new one and then select Sync Rules.

April 15, 2021

Enforcement of Default Language for Notification Templates

All existing customers will be required to select a default language for notification templates. A one-time screen will be shown to select the language for users with administrative privileges under Setup >> Automation >> Notification Rules.

The language selected using this configuration is required to generate all future default notification templates.


  • The existing default notification templates will not be affected by this configuration.
  • The selected default language can be viewed under Settings on the top-right corner of the notification rules page.

April 07, 2021



  • Added "Region" as a criterion to create Custom Views in the Problem module.


  • When a release is created from the change details page, the details in the Planning stage of a change request will be copied to the release.
  • While associating release to change requests, the Planning stage details of the change request associated first will only be copied to the release

Issues Fixed


  • When adding/editing templates, the sub-tabs towards the right are hidden behind the right panel in certain scenarios.
  • Unintended vertical overflow occurs with URL widgets added to the dashboards.


  • Issue displaying inline images in reply and resolution templates.
  • An error is thrown when saving a form rule when the service approver count exceeds 200 and the Approver field is selected for Set Value to Field action.
  • Discrepancy occurs between the Time Elapsed values shown in request details page and in the time elapsed analysis page.
  • Service request approvals are not sent to the delegated user when the Reporting Manager is the approver of the corresponding service templates.
  • Selecting Not in any site filter is getting changed to All sites in the site filter drop-down under Scheduler.
  • Unable to close requests via API calls if the corresponding requests are associated with a lifecycle that has Closed as its final status.
  • When changing the visibility of request notes using the padlock, the Created by field for notes is getting erroneously updated.
  • Technicians without SDAdmin role are not able to create Custom Views with Region as a criteria in request list view.
  • Error thrown while closing unresolved requests via the close link in email notifications.
  • Unable to view request description completely when tables are present.
  • On cancelling a request, some of the request tasks are not getting cancelled.
  • On Submit Field And Form Rules configured for Service Approver field in service templates does not work.
  • In requester login, skipping the suggested solution during request creation closes the request form. The issue occurs when the requester tries to create a request from the home page widget.


  • Unable to modify change template when a section name in the template contains 50 characters and an ampersand (&) symbol.
  • Change form rules are not getting applied when the condition is configured with "is empty" and "is not empty" operators over change role fields.


  • Milestones in the task dependency view is now shown as in its organized order.


  • Requesters are able to view solution topics that do not contain any approved solution.
  • In some cases, if multiple sub-topics have the same name, certain sub-topics go missing from the Topics list in the Solutions home page.


  • In workstation list view, Assign Users pop up does not display the list of workstations properly.
  • Unable to update a contract with asset/software license details by importing data if the contract contains more than 100 assets/software licenses.

March 25, 2021

( Pre-release : March 02, 2021 )

New Features


Complete Request on Denial

Requests rejected by approvers can now be moved automatically to any completed status. SDAdmins can configure this under Setup >> General >> Advanced Portal Settings.

Task Worklog Timer

  • Technicians with add work log permission can now start/stop the work log timer for Tasks in General Module.
  • In Projects, members with permission to view and edit Project/Milestone tasks can start/stop the work log timer for themselves.


Project Key ID

Project ID is now shortened and comes with a modifiable prefix. Sample project ID format PJT-≤numerical value>.

Project Default Template

  • Default template is now introduced for Projects. The default project template will be auto-populated in the Select Template field of the New Project form unless changed.
  • Post this upgrade, projects that are not associated with any template will be automatically associated with the default template.
  • You can now mark any project template as the default template from the template list view by clicking the star icon beside the required template.
  • Templates associated with an existing project cannot be deleted. Instead, they will be marked as inactive.


Change Template

  • Change template's editor UI is revamped for better user experience.


  • Rich Text Editor is now introduced for comments in Projects, Milestones, and Tasks in Requests, Problems, Changes, Projects, Milestones, Releases, and General modules.
  • You can now add replies to comments by clicking next to the comment.
  • Comments and Replies are now available in thread view.
  • Edit/Delete permissions for replies is restricted to reply owners.
  • You can tag users in comments and replies by typing @ followed by their usernames. You can also notify the respective users when they are tagged.
  • You can add comments from the Kanban view by clicking

Request Notifications

  • A notification rule has been added to Request Notification Rules: Notify Requester and CC users when a technician replies to a request.
  • When enabled, requesters and CC users will receive email, SMS or push notification when the technician replies to the request via email or from the application. However, if the technician is the requester/CC user of the request, the notification will not be triggered.
  • The notification can be enabled and the email/SMS template for this notification can be customized from Setup >> Automation >> Notification Rules.

Task Notifications

  • You can now notify the task creators about the closure of their tasks.
  • Push Notifications are now supported for Tasks.

Change Additional Fields

  • You can now configure Decimal, Currency, Percent, Check Box, Radio Button, Decision Box, and Auto Number field types in Change additional fields.
  • The maximum limit for change additional fields count is increased to 150.

Behavior Change


  • When a technician is the requester, the Reply form will be displayed instead of the Add Conversation form while replying to the request.


  • You can no longer mandate the Retrospective field in Change templates.


  • Under Add Task window, Email me Before Schedule Start is now renamed as Notify me Before Scheduled Start.
  • Edit/Delete permission for comments is restricted to comment owners.

Issues Fixed


  • Impact details field will now be displayed for all active requests custom reports.
  • Additional fields will now be displayed under Available Columns while generating reports on archived requests.

March 24, 2021



  • Options to edit and delete tasks are now collated under a single gear icon in the task list view across all modules.
  • Support for editing and deleting tasks from the task list view is now extended for global tasks.

March 09, 2021


General Tasks

  • Import general tasks and their associated worklogs & comments from CSV, XLS, and XLSX files under Setup >> Data Administration >> Import Data.

March 05, 2021



  • Added "Region" as a criterion to create Custom View filters in the Change module.

Change Form Rules

  • The action Set Value to Field now supports the $Current User variable that allows you to dynamically assign the currently logged in users with change roles.
  • The actions Enable Fields and Disable Fields now support the Template field which can be used to allow or restrict users from choosing a change template.


  • The limit on the number of reply templates in an instance has been increased from 150 to 300.

Issues Fixed


  • Error thrown when users close a request via email without logging in to the application.
  • Unable to close requests if a linked request is cancelled when the 'All child requests should be closed' closure rule is activated.


  • While exporting a project Gantt chart as PDF, the date and time are displayed incorrectly in some cases.


  • Users with Edit permission on Inventory are unable to perform Modify State as a bulk operation on workstations and assets.
  • Technicians are able to view assets from sites beyond their scope in Asset Groups list view.
  • Unable to reconcile workstations with user defined fields of non-Boolean type.


  • In solution edit forms, the Topic Name drop-down list skips displaying the first-ever topic in the alphabetical sequence.
  • Some rich-text formatting styles are lost when the text is copied to the Contents field in solutions.


  • The status of Slack integration is incorrectly shown as "Disabled" despite successful integration.


  • When creating change from requests, the values of request additional fields of the type picklist and multi-select are getting copied even when the same value is not available in the corresponding change field.
  • SLA calculation is incorrectly done when the option Should be resolved irrespective of the operational hours is enabled.
  • In life cycle mandatory forms, the asterisk symbol (*) is not shown for the additional fields that were marked mandatory.
  • The reply templates are not getting populated if the Description field contains pictographs.
  • The field "Employee ID" is incorrectly translated in the German language.
  • Unable to update request and problem life cycles involving inactive groups.
  • Unable to add "Reporting to" field for requesters and technicians in Notifications under Custom Actions when multiple Org Roles are configured.

February 18, 2021

Custom Domain - SSL Certification

SSL Certificate for custom domains can now be applied from the ESM directory. After SSL is certified and updated, the application will run only in HTTPS mode.

Users who have not applied SSL certification for an existing custom domain can navigate to ESM Directory >> Manage Portal and click Apply SSL certification. An email will be triggered to the support team and the status of the certificate will be displayed as a note on the Manage Portal page.

February 09, 2021

( Pre-release : January 29, 2021 )



Webhook URL now support substitution variable. You can substitute variables using the dollar ($) sign.

Webhook calls now have a soft quota monitoring threshold of 500 calls per day for free users and 3000 calls per day for paid users across all editions. You can track your daily usage against this threshold under Setup >> Automation >> Custom Actions >> Webhooks.

Release Notification in Custom Actions

While configuring notifications for releases in Custom Actions, the Notify To drop-down is updated to configure release notifications to Owners of Associated Changes, Owners of Associated Projects and Group Members.

The Release Users and Roles updated in Custom Actions are also reflected in approvals, notes, release status template, and while configuring notifications in release workflow.

Release Notification in Notification Rules

Release notifications rules are updated under Setup >> Automation >> Notification Rules as follows:

  • Notify users when removed from release roles: Users can now be notified when they are dissociated from a release role.
  • Notify Release Requester when assigned for the release: Users who are assigned to a release while creating or editing the release can now be notified.

New Features


Name Format Customization for Workstations and Servers

The name format of scanned workstations and servers can now be customized to display only the workstation/server name or the fully qualified domain name (FQDN). The FQDN can further be customized to show either the Active Directory Domain Name or DNS Domain Name.

You can configure this under Setup >> Probes & Discovery >> Settings >> Workstation Name Format.

Note: With this enhancement, Active Directory Domain Name will be used as the default domain name to create FQDN for workstations and servers.

Query Reports under Asset Loan

Added a new query report Loaned Assets - Expired which generates reports based on only the assets that are currently in loan expired state and have not been returned.

The existing query report Loan Expired Assets is renamed to Loaned Assets - Expired (All time) which generates reports based on all assets that were/are in loan expired state whether they have been returned or not.

February 02, 2021



  • The survey link in auto-notification will be displayed only for requester to whom it is designated.
  • The Employee ID of requesters will now be displayed in the Requester Details section of the RHS pane in request details page.
  • Scroll option added for resource answers in add/edit request forms.
  • When a default site of a request template is modified to a custom or copy site while creating the request, the group/owner of the associated tasks will be matched with a group/owner from the modified site, if they contain the same names.

Behaviour Changes


  • In requests, the value of Last Updated Time will also get updated when resending a replied or forwarded email conversation to the requester.
  • For approval reminder notifications, the time zone in the approver's site will be considered instead of the time zone in the request's site to avoid sending notifications against the configured time.


  • Tasks will appear under the Home tab if the users do not have view permission to their parent entity.

Issue Fixed


  • Technicians get removed from BR field update values. The issue occurs if logged-in technicians edit their own details or edit a technician's details whose login is disabled.
  • When notification rules are enabled for both closed and cancelled requests, the closure notification is sent when a request is cancelled.
  • Email technician for notes addition option is missing when using the Quick Actions to add notes.
  • The push notification for Notify technician when a new reply is received from the requester works only when the email notification is enabled for the same.
  • Request custom view created by an SDAdmin is not editable to the other SDAdmins.
  • Technician conflict pop-up is not shown when two technicians are assigned to an unassigned request.
  • In request conversations, the Full Screen mode pop-up for the Description field of reply or forward email messages is rendered blank when invoked from the respective editors.
  • Horizontal scrolling functionality is missing in request conversations.
  • Any updates to Group field performed using Request Life Cycle transitions are not applied when the request's site is configured to refer to another site.
  • When form rules are configured with On Field Change execution, the Set Tasks action is erroneously applied to all tasks in the template even if only a single task is selected.


  • In the problem details page, selecting print preview results in an indefinite spinning wheel error.


  • In change forms, the asset list is not getting updated when a workstation is manually converted to server or vice-versa.


  • In solutions, the Last Updated By field is getting erroneously updated even when a user has only viewed the solution without updating it.
  • An internal error is thrown while saving an edited solution which is opened from the global search list view page.


  • Unable to add assets to existing loans as loanable assets are not populated in the respective loan form.


  • Unable to renew contracts when the base contract is trashed.
  • Unable to edit renewed contracts if the base contract is permanently deleted from trash.


  • When Actionable Messages for Outlook is enabled, the line formatting used in notification email templates are not applied in the respective emails.


  • Breakage in the help panel display in non-English language setups.


  • No sorting rule is applied to conversations in Print Preview of Changes and Releases.
  • For some users, options such as add, edit, or custom views selection drop-down are not working for various list views across the application.

January 30, 2021


Email format

The format of user invitation emails, account confirmation emails, and OTP emails are updated as follows:

User Invitation Email:

Account Confirmation Email:

OTP Email:

User Invitation in Multi-Language

User invitation emails can now be configured in various languages supported by ServiceDesk Plus Cloud. The invitation emails are sent in the language of the site where the user is invited to. If the site language is not configured, the email will be sent in the language of the administrator who is adding the user.

Microsoft Teams Integration

SAML Authentication support is now added for Microsoft Teams integration.

Existing buttons Sign in with Zoho and Sign in with Office 365 are removed and replaced with a single button Sign In that supports all modes of authentication.

January 22, 2021

( Pre-release : January 11, 2021 )

Change Form Rules

Introducing Change Form Rules that allows you to create rules based on custom criteria to perform various actions on change fields such as, Hide Fields, Show Fields, and Mandate Fields.

The rules can be applied based on the user or the template used. Users can also customize when to execute rules, based on various form events.

The Change Form Rules can be created under Setup >> Templates & Forms >> Form Rules >> Change Form Rules.


  • Form Rules are client-side executions.
  • Form Rules cannot be executed upon spot editing of Change Fields in the Details page. However, users have the option to disable spot editing in changes when Form Rules are created, using the Advanced Portal Settings.

Asset Replenishment

Configure notifications for alert when the assets in the inventory fall below the threshold. Email notifications will be sent to the relevant technicians every day until the assets are restocked. The Asset Manager/Administrator can configure threshold for Products/Product Types available in-store.

To set up the configuration, navigate to Assets >> Asset Replenishment and configure notifications under Admin >> Automation >> Notification Rules.

Site Locale and Locale Specific Notification Templates

Site Locale enhancements

Configure language settings for each site under Setup >> Instance Configurations >> Sites. For users imported from verified domains, language will be auto-configured based on the department's Site they are assigned to.

Locale-Specific Notification Templates

Administrators can configure notifications to be sent in the user's language by enabling Allow template customization in user's language under Setup >> Automation >> Notification Rules >> With Default Templates.

The language for notification templates can also be configured while customizing templates in Notification Rules. In case of multiple users, the notification for an entity will be sent in the selected language of the specific site to which it is associated. If templates are not configured in the user/site language, the default template will automatically be used.

  • For existing users, the template presently configured in the application will be considered as the default template.
  • For new users, the administrator will be required to set up the language for the default template, while setting up Notification Rules.

Service Requests SLA Enhancements

First Response Escalation and Field Value updates on Escalation for Service Request SLA

Configure escalations for Service Requests that violate the first response SLA. Users can also perform actions on Service Requests that violate SLA by placing those requests in a group, assigning them to a technician, or even setting a new priority and level. Navigate to Setup >> Automation >> Service Level Agreements to explore these newly added actions.

January 15, 2021

Issues Fixed

When Azure AD User Sync integration is enabled:

The first name and last name fields from Azure AD are not in sync with the respective fields in ServiceDesk Plus Cloud.

The configurations are not applied for When users are deleted in Azure AD field if the Remove user from the service desk or Revoke service desk login access options are selected.

January 07, 2021

Deprecation of the older user interface (UI)

  • Organizations using the previous UI will automatically be migrated to the new UI.
  • The option to switch from the new UI to the old UI will not be available.

December 28, 2020

( Pre-release : December 15, 2020 )



Topic Owners for Solution Topics

  • You can now assign owners for each topic across Solutions.
  • All solution notifications related to the topic will be triggered to the topic owner.
  • One technician can own multiple topics but one topic cannot have multiple owners.
  • Child topics without owner will be auto-assigned to the parent topic's owner.

Review Date for Solutions

You can now configure a date to review solutions and update/remove them from the knowledge base as required. You can also configure notifications for topic owner regarding the solution review. Also, filter options are introduced to list solutions based on their review due.

Expiry Date for Solutions

Configure expiry date for solutions, after which the solutions will be automatically moved to expired state. Expired solutions cannot be retrieved/modified. You can configure notifications to be sent to the topic owner regarding solution expiry. You can view the expired solutions and solutions due for expiry using filters.

Additional Fields for Solutions

You can now configure additional fields for Solutions module under Setup >> Customization >> Additional fields.


Request additional fields, attachments, assets involved, and services affected are now copied when creating a new change from a request. Users can now choose the attachments to be copied and/or add new attachments as required.

Note: Request Additional fields will be copied only if the name and type of the fields match with change additional fields.

New approval rules for change and release workflows

Change and release workflows now support new approval rules "Majority to Approve" and "Percentage to approve." You can configure these rules when adding/editing Approval nodes in change or release workflow editors. To access workflows, go to Setup>>Workflows.

  • If Majority to Approve is used, then the level gets approved when more than half of the number of approvers have approved; rejected otherwise.
  • If Percentage to approve is used, then the level gets approved when the number of approvers crosses a custom threshold.

Zia Widget

Besides using Zia chatbot within ServiceDesk Plus cloud, you can now embed the chatbot as a widget into your website to allow technicians and end users to complete their help desk tasks from right within the website. You can find the HTML embed code under Setup >> Zia >> Zia Widget or by chatting with Zia.

UI Changes

Reply Template

  • Edit and Delete operations for reply templates are now moved under beside the template.
  • Subject/message variables in the right panel are now available as an auto-suggest menu which pops up on typing $ in the editor.
  • The character count for the Subject field is now limited to 250.
  • You can now choose to mark any configured template as default. In the list view, click beside the required template to mark it as default.

Resolution template

Edit and Delete operations for resolution templates are now moved under beside the template.

December 23, 2020


Actionable Messages in Outlook for non-Microsoft SSO Users

Actionable messages in Outlook is now supported for all users who use Outlook irrespective of their login method (Microsoft SSO or otherwise). To perform actions via outlook, users should link their Outlook email account with ServiceDesk Plus Cloud using the appropriate link in the emails received from their help desk.

December 21, 2020



New Variable for Change Notifications:

Introducing a new variable ${downtime} for change notifications. The variable is resolved with information such as Scheduled Start, Scheduled End, Actual Start, and Actual End based on the configured downtimes configured under Planning or Release stages.

Support for editing Planning stage details:

Planning Stage details can now be edited by Change Manager or Changer Owner even after the change has progressed beyond the Planning stage.

  • Impact Details, Rollout Plan, Backout Plan, and Checklist can be edited until the Review stage is In-Progress or until the commencement of the Close Stage if Review stage is not configured in the change.
  • Release Schedule, and Downtime Schedule can be edited until commencement of the Release stage or until the completion of CAB stage if Release Stage is not configured in the change.


Approval Comment length has been increased from 250 to 1000 characters across all modules.

Behaviour Changes

The last scanned time in the asset summary dashboard referring to network/domain scan (Last scanned) time is removed.

Issues Fixed


Minor UI issue in resource questions drop-down menu.


  • Manually added IP addresses in access points or other network devices disappear from the asset detail/list view during successive probe scan.
  • License check is wrongly added for associating barcode to existing assets.
  • An error message saying asset count exceeds the license is shown while copying an asset/workstation. The issue occurs even if we have enough licenses.


  • Unable to personalize dashboard site filter
  • Misspelling in the error message displayed when a closure rule is violated in a change request.
  • Excessive padding is displayed when the right panel is closed in the Conversations tab of the request details page.
  • In the rich text editor, applied font for the selected text is not highlighted in the drop-down list for certain fonts.
  • Unable to assign/pickup requests from the dashboard smart view.

Provisioning Tool

Email notifications are unnecessarily sent when no users are added or deleted after provisioning tool sync.

December 15, 2020

( Pre-release : November 30, 2020 )

Users can now be addressed by their first name, last name, full name, or preferred name. The following fields have been introduced accordingly:

First Name - The First Name field is a mandatory field.

Last Name - The Last Name field is optional.

Name (Display Name) - Users can enter their preferred name in the Name (Display Name) field. If the field is left empty, the values of First Name and Last Name fields will be constructed as the display name, by default.


  • First Name, Last Name and Name fields will also be available in Notification Rules and Reply Template under Setup.
  • For users using the Provisioning Tool, the First Name and Last Name in the application will be updated from the Active Directory, when the tool gets auto-updated during scheduled or manual sync.

November 24, 2020

( Pre-release : November 9, 2020 )

New features

Custom Modules

Administrators can create modules based on their organization's needs using Custom Modules. Using custom modules, technicians can group data that cannot be categorized in the pre-existing modules. Custom modules can be displayed on the navigation pane along with the other modules as Web Tabs or kept private as Custom Configurations in Setup.

Data collected via custom modules can be used as lookup fields in other custom modules, Assets, and CMDB. You can also import data to custom modules and generate reports.

Web Tabs:

Custom Configurations:

Kanban View for Project Module Tasks

The tasks associated with a project can now be viewed and managed from kanban view. This view presents tasks in a billboard format where they are grouped and displayed as cards. Kanban view allows you to easily update the owner, status, and priority of a project task using a simple drag-and-drop action. Using kanban view, technicians can understand the quantum of work in each project at a glance and collaborate effectively.


New Advanced Permissions in Roles

Introducing advanced permissions to allow technicians who are assigned to request tasks to view their corresponding requests. To configure permissions, go to Setup >> Users & Permission >> Roles >> Edit Role/New Role and navigate to Requests under Advanced Permission section. Select one or both of the following as required.

  • Allow task technician to access request
  • Allow technicians in task group to access request

When Allow task technician to access request is enabled, the technicians with this role when assigned to a request task can also view the corresponding request to which the task is associated.

When Allow technicians in task group to access request is enabled, the technicians with this role can view the request when an associated task is assigned to their technicians group.

Note: If these permissions are not enabled, the default access permission to request will be retained even if the request tasks are assigned to the technician/group.


Added a new closure rule Associated Release should be closed to the Change Close stage.



Release requests will no longer be strictly dependent on change records. You can directly raise release requests using a template and later associate related changes if necessary. To accommodate this new workflow, changes will be linked to releases using the Associations feature rather than the Associated Change field in the release form.


  • Using the Workflow Settings, you can choose whether to display all available stages and statuses in the release details page or only the ones configured in the release workflow. This will ensure strict release process adherence to the predefined workflow.
  • Set up notifications to be sent to organization roles through status notifications, custom notifications, and approvals in release workflows.

Stage and Status

Depending on your organization's workflow, you can reorder the release stages globally, excluding Submission and Close stages. The stages will be listed in the release details page in the customized order.


  • Introduced stage-wise tasks.
  • The Status Comment field can be marked as an optional field.


  • Under Notification Rules >> New Release Status, you can modify the notification template of new release statuses.
  • Release users will be notified upon note updates.

Details Page

  • The downtime reported during a release process will be displayed as read-only information in the associated change's Release stage. While configuring downtime in a release, you can mark which associated change or project resulted in the downtime.
  • You can associate projects with a release to track the deployment of project deliverables using release management.
  • A new tab called Conversations collates all-release related communication. Conversations will also be available in the print preview.
  • In the approval page and print preview, Approvals and Notes are moved above Conversations for easy navigation.
  • Browse through the History using the search and filters provided. You can additionally track approval comments in the History.

List View

Deleted releases can be restored from Trash within 30 days from the day of deletion.

Dashboard and Reports

  • Use the Release Dashboard to get a bird's eye view of all release-related activities and metrics.
  • Generate extensive reports for the Releases module.

Behavior Changes

  • You can associate multiple change requests with a release. Changes will be linked to releases using the Associations feature rather than a form field.
  • Change Managers will no longer have full control over release management. They can only view the releases created in the application.
  • The Notify Change Owner when a release is initiated from the change rule has been removed from the Release Notification Rules.
  • In changes, release association has been moved from the Implementation stage to the Release stage.

Issues Fixed

  • Stage-wise attachment-related actions are not accounted for in Updated By and Updated On field values.
  • The Approvals tab is not hidden for stages with no approval configured.
  • Under Change Dashboard, improved the time filters of the Closed Changes by Closure Code widget to display the data based on change completion time.

November 16, 2020

Issue Fixes

Azure AD User Sync

  • Users are not synced or updated from Azure AD after syncing the first 200 users.
  • For users with unverified domains that are synced from Azure AD, an email invitation is sent every time when user sync runs.
  • Azure AD User Sync gets disabled unexpectedly after each scheduled sync.
  • Duplicate users are getting added when Azure field values contain a comma.

November 12, 2020

New Feature


Activities module displays data regarding the logged-in user's activities unified in a single page for easy management and tracking. Activities involve data from:

  • Requests
  • Tasks from home, requests, problems, changes, projects, milestones and releases.

Technicians can view their activities in template and Kanban view.

Template View

The Template View displays the activities as an extensive list. It helps you monitor the time frame of activities at a glance.

Kanban View

Kanban view groups the activities to display them as organized boards. It provides you visually detailed information about the volume of work in each grouping criteria.


  • Two new fields have been added to the Request Template which will be displayed as columns in the Activities template view:
    • Scheduled Start Time - records the time when the request is scheduled to begin.
    • Scheduled End Time - records the time when the request is scheduled to be completed.
  • You can now view/copy file protection passwords.

Issues Fixed

Unable to create maintenance records right after changing a request's template with the Delete the tasks from the previous template option enabled.

November 05, 2020

Change Enhancements

In change notifications, you can now add the associated group members as recipients. This option is listed under Change Users and Roles, which was earlier Change Roles.

Issue Fixes


  • Business rule configured to update request status is not working during request addition if another action is there in the same rule to update the request template.
  • Form Rules actions configured for resources fields are applied only for the first resource field and the subsequent fields from the same template.
  • Field update triggered upon request edit by a business rule custom function is not executed on requests created via email or preventive maintenance task.
  • Requests in the Cancelled status are considered as part of the on-hold time in Time elapsed analysis.
  • SLA violated flag is not displayed in the request details page while editing a request that is in stop timer status.
  • In the requester portal, the phrases "In progress" and "Pending" are inaccurately translated in French.


Unable to generate schedule reports for problems when technicians have site access restrictions.


When a change stage approval is completed, the approval status is displayed as No Action Required instead of Pending Approval for users whose approval action is pending.


  • When importing asset updates, multiple non-deletable and non-editable entries of new products without Product Type value are erroneously added under Setup>>Customization>>Asset Management>>Product.
  • An error is thrown if Sort by column value is set to Virtual Host in Table Settings when the same value not added to the list view using Column Chooser under Assets>> IT>>Workstations.
  • An error is thrown if Sort by column value is set to Virtual Host in Table Settings when the same value not added to the list view using Column Chooser under Assets>> IT>>Workstations.
  • During the workstation scan, the application fetches the last logged in-users without their domains.


Unable to import values for multi-select fields in CMDB.


"Server Not Reachable" error message is thrown frequently when the network is slow.


Task attachments duplicate upon spot edit of any task field.

November 02, 2020

( Pre-release : October 15, 2020)

New Features

Mobile Device Manager Plus Cloud Integration

ServiceDesk Plus Cloud can now be integrated with Mobile Device Manager Plus Cloud (MDM Cloud). Technicians can view and track device information and perform MDM-related actions on smartphones and tablets managed in MDM Cloud via ServiceDesk Plus Cloud.

Custom Menu

Custom Menu enables you to build custom actions to perform within ServiceDesk Plus and other external applications upon the fulfilment of predefined conditions. Using Custom Menu, you can currently execute custom functions and invoke URLs in Requests, Assets, and Changes.

In-Product Communication

ServiceDesk Plus Cloud brings in a robust communication channel called Discover Product to notify users of product updates and engage them in various product learning activities. It also allows users to access the major application resources from a central location. You can access the Discover Product panel by clicking the Lightbulb icon on the footer.


Custom Functions

Under Setup >> Developer Space > Custom Functions >> Callback Functions, you can now input parameters in the 'Raw Data' format besides Form Data.

Tasks and Task Templates

Rich-text mode support is added to the Description field for all tasks across the application including tasks in home, requests, problems, changes, projects, releases, and task templates. Users can also switch between rich-text and plain text modes.

New Advanced Permission for Technicians

Introducing new advanced permission for technicians to manage ServiceDesk Plus Cloud subscription. Technicians can now be marked as "Subscription Manager" under the Advanced Permission section in Add/edit technician forms.

Enhanced Tracking of License Limits on Assets and Technicians

Based on the license, when node or technician count crosses 80 percent of the limit, a corresponding alert banner will be shown in user panel, asset dashboard, IT asset list view, IT asset card, asset import page, and technician list view. The banner provides information on the total limit and current usage of nodes or technicians, an option to upgrade (for technicians with Subscription Manager permission) or notify (for other technicians), and an option to set a reminder frequency.

License-alert banner for assets:

License-alert banner for technicians:

You can now view the total limit and current usage of assets, technicians, probes, and custom apps at any time by clicking View plan details from the User Panel by clicking the profile picture on the top-right corner.

Redesigned user panel:

Behavior Change

Introduced new product types?Smartphone and Tablet. Product types already added with these names will be renamed to 'Smartphone_old' and 'Tablet_old.

Oct 30, 2020

Requester Portal Editor Enhancements

Introducing a new attribute, click-action="load-request-templates-popup", to configure a single button in requester portal to invoke a unified view of both incident and service templates grouped under service categories.

To configure it, go to Setup>>General Settings>>Requester Portal>>Requester Portal Customization. Click Customize and then click the edit icon to open the HTML editor and add the attribute to a preferred button.

Note: This new attribute can be located under Attributes dropdown in the HTML editor and will be identified with the name Create Request. The existing attribute of the name Create Request, used to invoke the default incident template, will be now called Create request on default template.

Oct 29, 2020

API Updates

We have improved the format of some of our JSON APIs to meet the latest security standards. If you are using these APIs, please update them manually for continued usage. Feel free to contact our technical support team for any assistance.

Oct 23, 2020

Issue Fixed

Filters in Projects and General Tasks

Issues with marking favourite filters in Projects and Global Tasks have been fixed.

Oct 21, 2020

New Feature

Sync Azure AD Users with ServiceDesk Plus Cloud

ServiceDesk Plus cloud brings you a scheduler to import users from Azure Active Directory (Azure AD) and keep the information periodically synced. When enabled, the scheduler, by default, brings in users' basic information such as name and email address. You can, however, authorize the scheduler to bring in the complete user information besides basic details. Enable and configure the scheduler under Setup >> Apps & Add-ons > Third Party Integrations >> Azure AD User Sync.

To learn more, visit this page.

October 09, 2020

General Availability of New UI

After a successful beta test, the new user interface is ready to be launched for a global audience in the first week of October. During the beta test, we identified and addressed more customer needs and further enhanced the user experience. Here are some of the highlights:

New UI Enhancements

SmartView in Dashboards and Scheduler

Improved and redesigned SmartView pop-up with better look and feel, additional functionalities, and customizations.

  • Option to enable/disable SmartView.
  • SmartView now occupies the complete viewport.
  • Support for fully-featured details page in dashboard and scheduler pop ups for requests, problems, changes, assets, and contracts.
  • Added option to expand or collapse the left-pane for a better view of the details page in the viewport.
  • Added Pickup, Assign, Sort, and Search functionalities.
  • Added Go to List View option to redirect from the dashboard smart view pop ups to the list view page based on the type of record and applied criteria.
  • Dashboard pop-ups now fetch more than 10 records for each scroll.

Pin Favorite Custom Views and Dashboards

You can now pin favorite custom views and dashboards as quick links on the toolbar. This enables faster switching between your favorite custom views or dashboards.

Rename SSP widgets

SDAdmins can now rename the default widgets in Requester's Self-Service Portal.

Improved Scroll Bars

Improved look and feel of scroll bars for better usability.

Color-code Requests

You can now color-code requests in the list view page based on their Status, Priority and Category.

Performance Tuning

Optimized the application performance.

To learn more about the new UI, check this PDF out. The old interface will be retired in December this year. Please make the swtich to the new interface before that.

Issues Fixed

  • Sub-category's table top actions are not visible in Admin >> HelpdeskCustomization.
  • Horizontal scroll issue while using the search icon to filter requests using columns.
  • Inconsistency in the count of requests shown in "Requests Approaching violation" widget and the pop-up that opens.
  • Unable to update the instance logo.
  • Unable to embed Zoho Analytics widgets in the dashboard.
  • Text wrapping causes undesired splitting of words in multi-lines text boxes.
  • Unable to view horizontal scroll bar in custom reports.

September 30, 2020



In the change workflow editor, you can now configure the Close - Completed status to pass through a notification or condition node before the workflow ends. Using this, you can check for conditions to be satisfied or keep related users informed about the change closure.


Added AES-256 encryption for SNMPv3 scanning.


Technician name will now be included when posting notes-related history to Jira comments.

Behavior Change

When a task is assigned to a technician without permission to view changes, the technician can view/edit the corresponding task and add/manage work logs.

Issues Fixed


  • When the technician replies to a request, the mandatory field pop-up configured with Request Life Cycle is not displayed upon status change.
  • While navigating from one request to another, the problem linked to a previous request is displayed on the next request details page.
  • The scheduled status change configured in Status Scheduler is not applied to requests.
  • During requester login, the Priority Matrix is not applied to New Incident/Service Request forms opened via pop-up windows.
  • Junk notification filters do not block notifications triggered by the 'Notify Requester on the receipt of their email reply' rule.
  • In the request list view of the new interface, the online status indicator is a grey dot for online technicians.
  • In the new interface, unable to change a request's status from Resolved to In Progress under the Resolution tab, if the previous status change was accompanied by First Call Resolution marking.
  • In the new interface, requests accessed from the approval email contain 'Undefined' in place of currency under Resources Details.
  • Unable to bulk close requests from the Zoho Search results list view.
  • SLA violated requests' statuses (Overdue) are not getting reflected in Zoho Analytics.
  • Request life cycle configured to update template is not working properly during request creation.
  • Abort message is not displayed when a request process is aborted by a business rule upon priority update in the right panel of the request details page.


  • Editing a change displays an error stating "Updating change failed since the fields edited are in crossed stage", if the associated template was updated to mandate a field.
  • In certain scenarios, opening the change details page from the list view displays an error stating, 'You are not permitted to view this change anymore'.


  • Unable to change the type of imported workstations from "Desktop" to "Laptop."
  • When adding new users with department details through asset imports, the Department field is not getting populated.
  • New users fetched from asset scan using last logged in details are not populated in the Suggested Users dropdown.


  • When importing CMDB data, checklist and multi-select fields are not getting populated.


  • Purchase Order number is missing in Purchase Approval reminder notifications


  • Clicking on requests in dashboard widgets does not redirect to the appropriate requests.
  • If only one template is present under a service category, then clicking on it doesn't directly open the request form.
  • A pop-up with user details appears randomly on the screen for requesters in the Requests module.
  • Unable to access help cards when the language is set to Japanese.
  • Under the new UI dashboard, the request count in the chart and popup of the Requests Approaching Violation widget is inconsistent.
  • Unable to view horizontal scroll bar in Custom Reports.
  • Hovering over the requester's name in the title of the request details page and navigating to a different page too quickly freezes the requester info pop-up.


  • Unable to play M4V format inline videos.

September 23, 2020

Requester Home Page Customization Using Default HTML Widget

The requester home page comes with a default HTML widget, which can be edited to reflect your organization's design, logo, color, business glossary, and the like. You can apply a template to the HTML widget and further customize it using the HTML editor. The HTML widget is also packaged with standard help desk action menus, canned widgets, and URL widgets, which can be incorporated on demand to achieve full-page customization.

To learn more, visit this page.

Attachment Import and Export

You can now import and export attachments from changes, change tasks, and request tasks. To perform the attachment import or export action, go to Setup >> Data Administration >> Import Data/Export Data.

September 18, 2020

Issue Fixed


The description was missing in the requests generated from old preventive maintenance tasks.

September 16, 2020

( Pre-release : August 25, 2020)

New Features

Maintenance Module

Preventive Maintenance Tasks are now converted as Maintenance module from where you can schedule and manage maintenance activities. Once a maintenance is scheduled, it will be executed as auto-generated requests to ensure smooth operating efficiency. The requests can be generated daily, weekly, monthly, periodically or just once. You can view the scheduled Maintenances in list view and calendar view.

List View:

Calendar View:

Global Variables

Global variables allow you to store information that can be referenced and invoked in custom notifications and webhooks by using the dollar ($) sign. Define global variables under Setup >> Developer Space.

Problems: Import Problems and Problem Tasks

You can now import Problems and Problem Tasks under Setup >> Data Administration >> Import Data. The supported file formats are .csv, .xls, and .xlsx.

September 08, 2020

Behavior Change

Editors across the application will support the following fonts: Arial, Serif, Courier New, Georgia, Tahoma, Times New Roman, Trebuchet, Verdana, Comic Sans MS, and Calibri.

September 04, 2020

Behavior Change

  • The font in user and global personalization pages has been updated from Proxima Nova to Roboto.
  • Removed the following fonts from the application: Proxima Nova, Sans Serif, Arial, Verdana, Helvetica, Gothic, Century, DIN, Avenir, Antiqua, Impact, Calibri, Cambria, Tahoma, Wingdings, and Comic.

August 27, 2020



Reporting Manager Details

You can now view or edit the details of the Reporting Manager of a requester from the Requester Details section on the right-side of the request details page.

Note: The option to spot edit the Reporting Manager field is available only for technicians with edit requester permission.

Issues Fixed

  • Field update triggered by Custom Functions in Business Rules fails on email requests from requesters. The issue occurs only if the default request template is disabled for requesters.
  • Additional field values are not present in custom request notifications if the 'Requester can Set' property is disabled for the fields.
  • Business Rules with Custom Functions do not work properly on a request that is created using a template which contains a mandatory additional field.
  • Error thrown if created_time and due_by_time are added as input parameters while adding requests from API.
  • Dependent fields (Sub-Category, Item, Group and Technician) are displaying values based on the previously selected value in parent fields such as Category and Site.

August 24, 2020

Issues Fixed


  • In add/edit change form, the positions of Select Workflow and Select Template drop-down fields are swapped.
  • Unable to add more than 50 text type additional fields in change templates.


  • Unable to import milestone tasks if the corresponding milestone is manually created.
  • Unable to import Microsoft projects under the project list view in non-English setups.


  • The Non-IT assets count is displayed as zero in card view even if assets are present.
  • In non-English setups, the IT asset count is displayed as zero in card view even when assets are present.
  • User details like Job Title and Employee ID are rendered empty in the right panel of the asset details page.
  • Unable to update Product during asset import.
  • Users are unable to save software licenses by associating a license key with multiple downgrade software under downgrade rights.


  • In some cases, actionable message cards from Office 365/Outlook are not shown in email notifications.
  • Azure user import scheduler is not working.


  • The message body in custom email reports is rendered as a single line, ignoring the line-breaks and blank lines.

August 21, 2020


Issues Fixed

  • Request description is overwritten during a template change.
  • A Form rule to set request fields clears dependent fields whose new values conflict the parent field values.
  • Request form does not load when it contains additional fields with ' < ' or '>' character in their description.
  • Incorrect Due By is displayed in the right panel of a request when it is accessed from another request details page using navigation buttons.

August 19, 2020


Issues Fixed

  • Closed or on-hold requests set to open upon requester's reply do not open if the associated request life cycle triggers pre-configured actions during the transition. Also, the triggered actions are not performed on the requests.
  • Unable to save template change in requests. The issue occurs only if the new template doesn't contain fields that were mandated by Form rule in the former template.
  • Unable to create requests on templates that have a common Form rule configured to set value for the same resource question.
  • During the mandatory field check in the request details page, Category is not opened to be filled out by the user.
  • The Mandatory Field window that pops up during a request's transition does not contain the dependent fields of mandatory fields.
  • If option removal is configured for the same field using Form rules in 2 templates, both rules are applied together when a request is changed from 1 template to the other.
  • In the request form, tab navigation skips the Requester Name field.

August 18, 2020

Issues Fixed


  • Priority matrix is not applied on requests whose impact and urgency are set by a business rule.
  • The New Request drop-down does not check for User Group scope while listing request templates.
  • Requesters couldn't log incident requests using the Report an issue button if it is redirected to the default request form.

August 17, 2020

Issues Fixed


  • CC users added while creating a request through email are cleared when the request is edited. The issue occurs only if the default template does not contain Email Ids to Notify field.
  • Requester's reply to an email ticket with an edited subject is added as a new request.
  • Request additional field values set by technicians are not displayed unless the additional fields are made visible to requesters.

August 16, 2020

( Pre-release : June 22, 2020)

Requests Enhancements

Behavior Change in Request Field Mandate

Field mandate defined in request templates will take precedence over Form Rules that make the same fields optional, as opposed to the earlier behavior. This behavior change applies to instances where you have mandated certain fields in a request template and then used the 'Non-Mandate Fields' action on the same fields through Form Rules. In that case, we will introduce the following modifications in your setup during migration, to ensure that your incoming requests follow your form design even after the behavior change takes effect:

  • Fields that are currently mandated in the request template and defined as optional in Form Rule will no longer be mandated in the request template.
  • A new Form Rule will be created to mandate the fields that are currently marked mandatory in the request template and optional in Form Rule. This rule will run first on incoming requests.

New Features

Add Sections in Request Templates

Group the related fields into sections to improve the field readability for end users and technicians. You can add a new section by using a simple Drag tool in the right panel of the request template. Besides grouping fields into sections, you can customize each section to define the number of columns, field orientation, and collapsible nature.

Service and Resource Cost

In service templates, you can specify the cost of the overrall service and the individual resources for approvers, technicians, and requesters to see. Providing service and resource cost helps approvers make better approval decisions on requests with improved clarity.

Resource Images

With the introduction of Advanced Layout in resources in service templates, you can add up to 5 images per option in a resource question. Resource images make it easy for users to choose the exact resource they need.

Reorder Resource Questions

You can prioritize resources and the questions within each resource by reordering them using a simple Drag tool.

Request History

Easily track all the request activities under History by looking for specific entries under Time, Field, and Operation filters. In service requests, you can also narrow down entries based on resources and service cost.

Preview Request Template

You can preview a request template to see how it will look for your end users and technicians.

Disable Request Spot Edit

Prevent your technicians from spot editing request fields by enabling the corresponding configuration in the Advanced Portal Settings.


  • Using Form Rule action, you can now enable or disable Subject in the request form. You can also enable, disable, show, or hide Site.
  • You can quickly search options in each drop-down menu in the request form.

Behavior Changes

  • Users will no longer be able to change the request status via reply and draft reply without the permission to modify requests.
  • Resource question type will be non-editable in service templates.
  • A service template will be limited to 20 resources with maximum 20 questions in each resource.
  • Resource question options will not be alphabetically sorted when you enter them manually. You will have a separate interface to sort the options.
  • A technician with permission to add requesters should also be associated with 'Not in any site' to add new requesters in the request form.
  • During template change in a request, you can either preserve the current assets or remove them.
  • When you log a service or incident request from within an asset page, only the templates with the Asset field will be available to pick.
  • If a technician without Assigning Technician permission changes a requests' site, the site will be changed. But Group and Technician values will be removed if they do not come under the new site.
  • When you update requester in a request that's created from the asset page, the current assets in the request will be preserved.
  • In requests, fields will be right-oriented by default. You can customize the field orientation as left, right, and top in the request template.
  • Resource edit will be considered part of service request edit and hence will trigger automation rules if configured.

Issues Fixed

  • An unread request edited from the list view will no longer be bolded.
  • When a request is reassigned to a different site and a technician, the new technician is not allowed to edit the request. Henceforth, the new technician will be allowed to edit, as the request's site should take precedence over requester's site.
  • Field arrangement from templates is not preserved in the request details page.
  • Requests without Technician and Group fields could be assigned or picked up.

To check out more What's New in Requests, visit this page.

July 24, 2020

Issues Fixed

  • When a request is placed in a group through a business rule, notification configured to be sent to the group technicians is not triggered.
  • Custom SMS notifications sent via Triggers are not delivered to the recipients.

July 14, 2020

New Feature in Project Gantt Chart

Export as PDF : You can generate PDF of Gantt Charts on a per project basis, with each chart containing a maximum of 1000 rows of milestones and tasks combined. This option is available under the Gantt Chart tab of the respective project details page.


Project Gantt Chart

  • Gantt Chart can now be customized using the Project Custom View filter based on a set of predefined criteria, favorites, or customized views.
  • Gantt Chart view configured based on Time Settings will be preserved.
  • You can now customize Gantt Chart to view tasks within a specific date range using Time Settings.
  • You can now select up to 20 projects using the Project Filter and select up to 100 milestones using the Milestone Filter.

Task Dependency Graph

Support for generating PDF from Task Dependency Graphs has been increased to 500 tasks.


  • The Description field is now shown in the tooltip when hovering over a task in the Task List view.
  • Recent accessed projects are also shown in Recent Items from now on.

Behavior Changes

  • Duplicate Task Dependencies will not be allowed across the application. However, existing duplicate dependencies will be retained post upgrade.
  • Removing login of a user will now reset the associated project role.
  • Requests and changes in trash can no longer be associated with projects.
  • Technicians with edit permissions in projects and Implementation Stage of changes can now associate or dissociate changes from projects. The same permissions are also required to associate or dissociate projects from changes.

Issues Fixed


  • When a task template marked to a technician is added to a project template, an error is thrown.
  • Improper error messages thrown while editing date fields in projects via API.
  • Unable to enter more than 15 characters in Project ID criteria under Project Custom Filter.
  • An invalid ID page is displayed while trying to search trashed projects using the global search.
  • In Project Custom Filters, unable to search under the Owner field criteria if more than 100 project owners are present in the system.
  • A broken error message is displayed when a Project Task is triggered for an inactive project member.
  • Corrected the tooltip of Milestones in the Task Dependency graph of the project template.


  • In some cases, deleted technicians are also getting listed in technician dropdowns in task forms.
  • Error occurs while adding a new task template with decimal values in the Additional Cost field.
  • Users could add new tasks from inactive task templates.

July 07, 2020



  • The Attachments of a change is now listed in the right panel of the change details page.


  • A new variable $Remarks is added to the message variables of Purchase Order notification templates.

Issues Fixed

New UI (Beta)

  • In non-English language setups, after switching to the new UI, the welcome banner gets stuck on the screen.
  • Professional edition users couldn't view asset relationship maps in the new interface without purchasing the service catalog add-on.


  • The group-based criteria of incident SLA are not matched if the group of a request is updated via Fields Update in Business Rule. This occurs only in sites where the Business Rules are copied from default site settings.
  • Technicians without Assigning Technician permission face an error while raising a request from the mobile application.


  • Under Assets >> Software >> Software Licenses, when users add or update a Client Access Licence (CAL) of the Per Seat - User type, only 100 users are listed in the CAL user selection box instead of all users.


July 02, 2020


  • Provisioning App now supports LDAPS with TLS 1.2 for communication between the app and Domain Controller.
  • Enhanced Scanning - LDAPS protocol support added for Probe to AD communication (Domain Scan).

June 26, 2020


Integration with Jira

ServiceDesk Plus Cloud integration with Jira now enables you to auto-update request notes in the linked Jira issue. Similarly, the comments you add to Jira issues will be auto-updated in the linked request notes. If you have already configured this integration, you need to reconfigure to get the new functionalities work in your service desk instance.

Issue Fixed

Unable to edit downtime in the change planning stage.

June 23, 2020

Configure File Protection Password

Ensure secure access to the data exported from ServiceDesk Plus Cloud by embedding them inside a password protected zip file. The password protection applies to individual module data exports and reports exported or scheduled in emails. The SDAdmin can configure a common password to be used by all users and non-users under Privacy Settings, and technicians can configure their login-specific passwords under the Personalize tab.

Access Reports in Zia Chatbot

Zia chatbot now supports an additional action called Zia reports, using which you can access your ServiceDesk Plus Cloud data in Zoho Analytics.

Import Request and Change Tasks

Import request tasks and change tasks under Setup >> DataAdministration >> ImportData. Besides associating the imported tasks with requests or changes, you can update them in subsequent imports.

June 19, 2020


New message variables namely Change Short URL and Task Short URL have been added to change and task notifications respectively.

Behavior Change

Organization Roles now allow you to assign up to 500 entities per user, be it sites, departments, direct reports, or other entities.

Issue Fixed

Unable to reconcile assets that contain any additional field other than the Decision Box.

June 11, 2020

New Feature

Workflow-Driven Stage-Status Configuration in Changes

In Change Workflows, you can configure the stages and statuses that a change must go through during its lifecycle. This customization was earlier reserved only for change statuses through the 'If you enable this option, only the status(es) added to the workflow will be displayed in the associated changes' option in the Advanced Portal Settings.

Now you can configure the global stage-status settings for changes under Workflow Settings in the change workflow list view.

Also, you can configure the workflow-specific settings under Manage Stage-Status inside each change workflow. While configuring specific stages and statuses in a change workflow, you can reorder the stages per your requirements as shown below:

Only the stages and statuses you configure in change workflows will be incorporated in the associated changes. The following screenshot explains how the stage-status configuration in a change workflow reflects in the associated change:

Behavior Changes

  • Stage-Status transition in changes will be restricted by users' change roles. Henceforth, to transition a change into the next stage, a user will need Approve permission to the current stage. Also, with Approve permission to the current stage, the user can approve only the current stage and not other stages without Approve permmision.
  • If you have already enabled the 'If you enable this option, only the status(es) added to the workflow will be displayed in the associated changes' option in the Advanced Portal Settings, after the upgrade, only the statuses configured in a change workflow and the stages of those statuses will be incorporated in the associated changes. Other stages and statuses will be hidden along with their data unless you modify the workflow settings to incorporate the required stages and statuses.
  • When you perform approval action on a change with no approval process configured in the CAB Evaluation stage, you'll be prompted a message that explains the same.


ServiceDesk Plus Cloud is now available in Czech language.

Issue Fixed

In Reports home page, Zoho Analytics banner will not be displayed unless the integration is enabled.

June 03, 2020



  • Added Requester Reporting Manager variable in request notifications.


  • Change pending approvals will display the current stage and status of the change.
  • Added the following Subject and Message variables in change notifications: Change Requester Email, Change Requester Phone, Change Requester Mobile, and Change Requester Reporting Manager.


  • Add Discovered Serial Number of assets in notifications by using the corresponding variable.

Behavior Change


  • In the change details page, the Approval tab under the CAB Evaluation stage will always be displayed regardless of whether approval is configured in the associated workflow.


  • Under Setup >> Probes and Discovery > Settings >> General, MAC Address identification during scan will be disabled by default.

Issues Fixed


  • Dashboards do not auto-refresh as per the refresh frequency settings.


  • Technicians couldn't cancel requests without filling out the mandatory fields. The issue has been fixed and technicians can now cancel requests regardless of the mandatory fields.


  • Very old closed changes are listed in pending approvals.
  • In the new UI, change tasks couldn't be moved across stages in a change template.


  • In the new UI, tasks couldn't be moved across milestones in a project or a project template.


  • When there are more than 10 product types in the asset card view, incorrect asset count is displayed for the Others state.
  • In non-English languages, the Last Scan Summary of assets does not display the right icon and status for successful scans.

June 01, 2020

Issue Fixed

Spam Filter

Clicking the spam filter tab renders an empty page.

May 26, 2020

( Pre-release : May 05, 2020)

CMDB Business View

The UI of CMDB Relationship map is enhanced with a new set of icons. Furthermore, relationship maps can now be saved and viewed later as CMDB Business Views. Business Views present a summary of the relationship between various CIs, along with their critical data such as details, associated requests, changes, problems, releases, and CI distribution at a glance.

Asset Loan

With new capabilities and a complete makeover, the Asset Lease feature is now called Asset Loan. Using the Asset Loan feature, you can loan the assets in your organization to end users and technicians for a defined period. You can add multiple assets to a single loan, adjust an ongoing loan by adding new assets, extend or pre-close loans, return specific assets in a loan, and more. You can also easily track all the asset loans from a central panel and keep your stakeholders looped in on the asset loan management through pre-configured emails.

Here are some quick pointers:

After migration, leased assets will be marked as loanable assets and have loans created. Here's how an asset lease will look like after migration:

Asset Lease Before Migration

Asset Loan Created After Migration

To loan an asset, you must mark it loanable as shown in the following screenshot. You can mark an asset as loanable under Assets >> Asset Loan > Loanable Assets >> Mark Loanable Assets.

Alternatively, you can loan assets from the asset list view as shown below:

Here's the list of loanable assets:

When an asset is loaned, its status will be automatically set to In Use status.

Loanable assets will not have the Assign button displayed in the details page, instead, they will have options to be loaned or returned.

Asset Lease expiry notification will be available as Asset Loan Expiry notification in the notification rules.

May 12, 2020

( Pre-release : April 17, 2020)



  • Added new reports for Solutions, Request Notifications, and Request Notes
  • Under Date Filter in custom reports, new criteria such as the last 6 months, next week, next quarter, next year, and the like have been added.
  • The Date filter under Advanced Filtering in custom reports allows dynamic selection of any past 7 days, last 15 days, last 3 weeks, last 4 weeks, and so on.
  • Under Advanced Filtering in custom reports, 'Memory' fields will be displayed in GB instead of MB.
  • Under Reports >> Reports Settings, customize the font size, set a date format while grouping reports, and choose whether to display report title on every page.
  • Query reports under the Reports on Request Assessment folder will use the user's time zone for 'Date' fields.
  • Reorder Bar charts by ascending order of date.
  • Added legends for ring charts.
  • Matrix reports are available for Projects, Tasks, Software Licenses, and Request Metrics.
  • The Graph view is now available on every page of the report.
  • Added new columns and renamed some in specific reports.

Learn more about Report enhancements.

April 30, 2020



While performing approval action on change requests from pending approvals or the approval link, you can view the change tasks as well.

Issues Fixed


  • The 'Invalid URL' error is triggered when some email requests are closed.
  • During the transition in a life cycle-associated request, any mandatory field lists a maximum of only 100 options in the drop-down.
  • In business rule conditions, Items are listed without the Category association if there are more than 100 items and categories each in the system.


Unable to import comments for manually created projects.


Contract expiry notification is sent twice a day if the old notification date (configured before the upgrade) matches one of the new ones.


  • Jira issues with the field 'Reporter' mandated couldn't be created from requests. The issue has been fixed and now users can create Jira issues by filling out fields like Reporter, Assignee, and Approver from within requests.
  • Some Jira issue updates are not tracked in the linked requests' notes in ServiceDesk Plus Cloud.


  • Under Setup >> Data Administration >> Import Wizard, unable to import files with Japanese names exceeding 6 characters.
  • While importing users from Azure, non-English characters are replaced with question marks.
  • Improved the Dutch translation in the requester home page.


  • Removed unnecessary text from the Most Used Service Templates widget in the requester's home page.
  • Task reminder notification configured with the AssociatedId variable does not show the module ID in the email.
  • Clicking the chat button executes the action twice, thus opening and closing the chat window immediately.

April 25, 2020

All-New ServiceDesk Plus Cloud (Beta)

ServiceDesk Plus Cloud brings in 100+ micro enhancements across the application, a visually pleasing user interface, and exceptional user experience. Some of the highlights are as follows:

Powerful Dashboards

Dashboards, powered by Zoho Charts, provides access to all your data in a single location. You can display the same data in different chart types, and without navigating to multiple pages for the required data.

Increased Productivity with Kanban View

Kanban view helps you organize, prioritize, and assign requests easily. All the requests will be displayed as cards that you can easily move around using simple drag and drop. You can modify the Kanban view by using custom filters based on Status, Technician, and Priority and set up time filters to pull out recently updated requests.

App Personalization

In the user pane, select layout, fonts, and colors to personalize the look and feel of the interface. You can also update your details and view all plan-related information in the user pane.

A Prominent Setup

Setup is now identified by a gear icon, prominently placed in the upper-right corner of the application. Navigation across Setup has been improved with logically organized secondary tabs appearing on the left panel across all pages.

Enhanced User Experience

  • The user experience in detail page across modules has improved, with extensive changes in the display and location of various features. The left pane is now moved to the center of the page, bringing more focus to the features and easy user access.
  • Readability and usability have been improved multi-fold in List, Template and other views across modules, Tables Settings across the application, Workflows, Recent Items, Pending Approvals, and Announcements.
  • New capabilities across modules and significant enhancements such as color-coding, icons, time filters, individual scroll bars, improved search, and the like will help you streamline your service desk processes.
  • Switch instances quickly by accessing the left panel, which also contains links to ESM Portal and ESM Directory.

Organized Pending Approvals

Pending approvals are segregated by modules and displayed along with the count. You can search for approval and easily mark their approval action.

Unified Search Experience

With a bigger search box, you can now enter more information, and the search results are narrowed down by module, task charts, and Due by Time.

To learn in detail about the all-new ServiceDesk Plus Cloud, visit this page.

Zoho Analytics Integration Enhancements

In Zoho Analytics, default reports have been introduced for Changes, Projects, and Solutions. Besides, new default reports have been added for Requests, Tasks, and Work Logs.

Report Enhancements

  • A new column called Request Status has been added to the following query reports under the 'Reports on Request Assessment' folder.
    • Report by Total Idle Hours
    • Report by Total On-Hold Hours
  • New columns called Life Span and Past Due by Time have been added to 'Report by Total Running Hours' under the 'Reports on Request Assessment' folder. Both columns are calculated without considering the operational hours. Past Due By Time provides the time elapsed after the due by time.
  • Under the 'All Computers' folder, two reports namely 'Computers with less than 256 MB' and 'Computers with more than 256 MB' have been changed to 'Computers with less than 1 GB 'Computers with less than 1 GB'.
  • In 'Time elapsed When Groups Assigned and not Assigned' report under the 'Reports on Request Assessment' folder, Un-Assigned Time and Assigned Time columns have been renamed to Not In Group and InGroup respectively.
  • In 'Time Elapsed When Technicians Assigned and not Assigned' report under the Reports on Request Assessment folder, Un-Assigned Time and Assigned Time columns have been renamed to Technician UnAssigned and Technician Assigned respectively.
  • The From column has been renamed to the following names in some query reports under the 'Reports on Request Assessment' folder:
    • Status in 'Time Elapsed by Changes in Status' and 'Report by Time Elapsed under On-Hold Status' reports.
    • Group in 'Time Elapsed by Changes in Group' and 'Report by Group Assigned under On-Hold Status' reports.
    • Technician in 'Time Elapsed by Changes in Technician' and 'Report by Technician Assigned under On-Hold Status' reports.
  • In addition, in the above reports, a new column called Executed By has been added and the To column has been removed.

April 06, 2020

Global Search for Users and Solutions

The Global search additionally offers a granular search for users and solutions.

  • The global search in the Setup page enables you to search users by name, site, department, email address, and other default and user-defined fields.
  • Under Solutions > Global Search, you can search through solution topics, keywords, title, content, user groups, last updated time, and more to find the required solutions.

Integration - Actionable Messages for Outlook

The Actionable Messages for Outlook integration now allows users to perform approval actions on help desk tickets (including Requests, Changes, Releases, Purchase Orders, and Solutions) from within their Outlook mailbox. Also, we have enhanced the actionable notifications to support the new Adaptive Card Format in Outlook.

Note: When you perform any action using the actionable notification, you will be required to do a one-time login verification in ServiceDesk Plus Cloud through Office 365 Single Sign-On.


Easily differentiate users in the CAB drop-down using their email addresses.

Behavior Changes

In the change details page, the CAB Approval button has been added to the top menu under the Actions drop-down. The button will be displayed for users with the CAB stage approval permission while the change is in the CAB stage.

Issues Fixed


  • If the technician's name contains a comma, the SLA Violation widget in the Helpdesk dashboard displays no data upon redirecting to the Request list view.
  • In the dashboard, clicking the number of unassigned requests opens either assigned requests or an empty request list view.
  • Breakage in redirecting from unassigned/open request count under to the request list view.
  • When users try to view requests awaiting approval from the mobile application, an error is thrown if the users do not have scope to view the request.
  • After adding a new worklog, line breaks in the description are not preserved in the Worklog list view.
  • When creating a request using a template configured with Request Life Cycle from the requester login, an error message is thrown.
  • While editing a Business rule, the Department criteria is not retained.
  • Users with SDAdmin and HelpdeskConfig roles can now add task dependency to request templates regardless of group scoping.
  • While hovering over a request, the preview displays HTML entities in the description of the request.
  • If no technician is configured in Notification Rules to notify when a cancel flag is raised, the notification is sent to all the technicians in the assigned group rather than just the ticket owner.


  • Improved the Change Approval Acknowledgment notification.


  • Technicians associated with a site can now view all users while adding members to a project.


  • Inline images in a solution that is added from a request resolution get deleted when the images in the resolution are deleted.
  • While searching solutions in the ESM Home page, the solutions associated with multiple user groups are listed multiple times.


  • Comments entered using the mobile application while adding an asset by screening its barcode are not displayed in the asset state history.


  • The purchase order gets stuck if a user edits the purchase order after receiving all items.


  • Issues in deleting survey questions.

April 01, 2020

( Pre-release : March 26, 2020)

Additional Field Enhancements

Introduced new additional field types such as checkbox, radio, decimal, currency, percentage, decision box, and auto-number in Requests, Assets, Workstations, and CMDB.

The following screenshot captures the new fields added to the request template.

The maximum additional field count for Requests and CMDB has been increased to 250 and 1500 respectively.

Form Enhancements

In Assets, Workstations, and CMDB, help text will be displayed for additional fields of types decimal, currency, percentage, web URL, email, and phone number to help users identify the field type easily.

Multi-Select and Pick List field types support bulk add, edit, and delete operations for the options.

In the CI type template, the new fields and available fields will be listed separately for easy access.

March 23, 2020

( Pre-release : March 09, 2020)



  • In all assets, the History tab will capture any changes made to the asset fields. Moreover, you can filter the logs based on time, fields, and operations.
  • Added Site as a column in tabular reports generated for the Software License module.
  • Added a new column (Is Server) in All Computers summary reports. This column allows you to filter the reports based on servers and workstations.

Behavior Changes

Under the workstation history, removed the Scan History tab and implemented a new tab called History that will capture field operations performed through the UI as well as the scan.

Issues Fixed


When a technician runs any Software License reports, the report will be generated only for the data in the technician's site.

March 17, 2020

Issues Fixed

  • Unable to log out of the application if single sign-on is used while SAML is configured.
  • Unable to edit service desk instances in the ESM Portal.
  • Unable to access the application when the default portal is deleted.

March 09, 2020

( Pre-release : February 27, 2020)



  • Import projects from CSV, XLS, and XLSX files under Setup >> Data Administration >> Import Data. You can import projects along with its members, milestones, tasks, work logs and comments added for the project, milestones, and tasks.
  • Import additional fields from Microsoft Project into ServiceDesk Plus Cloud via MPP files.
  • In the Project Gantt chart, you can double click a task to edit all its details.
  • Configure Project Requester and Department for projects. You can assign any user as the project requester regardless of whether the user has project roles or membership.
  • Attach files to project templates. When you copy a project or a project template into another project template, the attachments will also be copied.

Resource Management

  • Resource Management additionally provides a 'monthly' view of task allocation for all the available technicians.

Behavior Changes

  • While adding a new project, you can configure a user with project view permissions as the project owner.
  • In project roles, you can enable the 'Add Projects' permission while allowing the project member to view only associated projects.

Issues Fixed


  • Status change comments are not captured in the request history.
  • Unable to edit resources in the request details page if more than 10 resources are present in the associated service template.
  • Upon requester reply, a request's status does not change from Resolved to Reopen if the request uses a life cycle (RLC).

February 20, 2020


  • Requesters can now choose columns such as Request Type, Impact, Urgency, and Group to display in the request list view.
  • In change workflows, the Condition node supports change roles.

Issues Fixed


  • Personalized date format is not preserved for request conversations in the print preview.
  • When an on-hold request is closed, it is flagged for SLA violation even though it is not overdue.
  • Inexecution of form rules with the 'Not in any site' condition.
  • When a request's template is changed, the new Site-Group-Technician association is not validated.
  • Under Requester Details > Department in the right panel of the request details page, the search option is restricted by a character limit of 15. This issue has been fixed. Also, you can now search either by site or by department.
  • The template update configured in request life cycle does not work.
  • Using email command, update user-defined date fields in the formats 'dd MMM yyyy' and 'HH:mm:ss'.
  • In requests and solutions, unable to preview or download forwarded attachments from the right panel.
  • Requesters could view private notes under My Summary >> Requests.
  • System logs will be added when users create or update request templates.
  • Technician Availability status is not shown for users who have logged in via custom domains.


  • In the change details page, the Approval tab will be hidden for stages with no approval configuration.

Assets and Software

  • When a virtual host with a duplicate virtual machine is scanned, the host's data is not fetched.
  • Domains fetched from the network scan will be auto-populated under Setup >> Probes & Discovery >> Domain Scan without the probe association.
  • When you create a new software license, users already associated with Client Access License (CAL) are not listed for the CAL association.
  • After upgrading to the Standard edition from the free trial, users couldn't delete sites that had asset associations earlier.


  • A CI becomes inaccessible when the linked asset is deleted through asset reconciliation.


  • Unable to assign a technician for a request by using the Microsoft Teams Bot.


  • SAML redirection for custom domains now happens through HTTPS.

February 13, 2020

( Pre-release : February 03, 2020)

New Features

Problem Template

Define templates for frequently created problems by including necessary fields and auto-populating them.

Configure problem templates under Setup >> Templates & Forms >> Problem Template

Problem Life Cycle

Problem life cycle allows admins to design a problem resolution process with built-in guidance for help desk technicians. Through a simple drag and drop process, the SDAdmin can create a visual process builder and define the resolution process. You can create, discuss, and rework the process drafts before publishing the life cycle.

Configure problem life cycle under Setup >> Automation >> Life Cycles >> Problem Life Cycles.

Click here to learn more.

Sample Problem Life Cycle

Life cycle configurations


  • You can now associate problems with all/specific support groups.
  • In the problem list view page, besides default filters, you can add custom filters to display specific problems for technicians.
  • Under Admin >> General Settings >> Advanced Portal Settings, you can customize the problem ID settings including sequence generator and ID prefix.

Behavior Change

A maximum of only 100 assets can be associated with a problem.

February 07, 2020

Provisioning App Enhancements

The Provisioning App is now OAuth enabled. When you use the Provisioning App to manually import users, you will be required to authorize your account once. However, the Scheduled Task in Windows will continue to run using token-based authentication. For more information on the Provisioning App, visit the following link:

Behavior Changes in Provisioning App

  • Through the UI, you can add a maximum of 2000 users at once. User addition through Scheduled Sync is not limited to user count.
  • Be it through UI or Scheduled Sync, you can delete or disable a maximum of 100 users at once.
  • The email sent after a scheduled sync will contain a maximum of 1000 email addresses.

February 05, 2020

Issue Fixed


When a user-defined field is spot-edited in the request details page, non-English and special characters in the field value become garbled.

February 04, 2020

( Pre-release : January 22, 2020)

New Features

Service Request Editor

Assign users as service request editors. After a service request is created, the editor of the request can provide all the information necessary to process the request.


Plus cloud servicedesk

Enable On-premises to Cloud Migration

Using this feature, you can migrate module-related and admin-related data from ServiceDesk Plus On-Premises to Cloud easily. Before you start the migration, make sure to read the Terms and Services and take note of the list of entities that will be migrated automatically and the list of entities that need to be migrated manually. 

Quick Links


  • Access the application using your alias URL configured in Self-Service Portal Settings.

  • Mail server settings should be configured in Cloud (to view approvals) but disabled before migration (to avoid unintended notifications).
  • All technicians must have a unique email address as email address is mandatory in Cloud. If the email address is not configured, user fields present in the entities (eg: Requester, Technician fields in PM task, Task template owner) will not be migrated. For mandatory user fields in ServiceDesk Plus Cloud, the default logged-in user in Cloud will be updated for the mandatory technician or requester fields.
  • Data from Site, Support Group, Region need to be migrated manually with the same name as in On-Premises before initiating the migration process. During migration, they will be mapped with their respective entities. Ensure that the names of the sites and support groups do not contain < symbol.
  • Create IAM accounts and enable login for CAB members to ensure successful migration of CAB entity.
  • While migrating data for the first time, ensure that the Requests and Projects tab does not contain any entries in the Cloud, including trashed requests/projects.
  • In On-Premises, the request module has 2 types of additional fields - Incident Additional Fields and Service Catalog Additional Fields. A duplicate alias name can be configured for additional fields that are not common for both incident and service templates, yet have similar names. This distinction is not present in Cloud as all additional fields are added as Request Additional Fields. Therefore, additional fields with same names will cause migration failure.
  • Fields and Field And Form Rules are case-sensitive in On-Premises. In Cloud, they are not case-sensitive. Check and update accordingly, if needed.
  • License check, technician count, and additional fields count need to be verified manually in Cloud before starting the migration.
  • PII should be enabled in ServiceDesk Plus Cloud if PII is set to true in On-Premises for UDF fields. If not, UDF fields with PII value true will not be migrated.
  • Since Service Level Agreements and Request Life Cycle are not migrated, you can manually configure the specifics in Cloud with the same name and details as in On-Premises when the migration is paused mid-way after the admin entities are migrated. This is to ensure that when the migration is restarted for service desk data, the request will be automatically mapped with their SLA and Request Life Cycle.
  • The Change ID is not retained in Cloud during migration. To retain the Change ID, contact our Support Team at [email protected]
  • Manually replicate the change workflows in On-Premises with the same name and dummy configurations in Cloud. This will ensure that the change request and change templates are linked to the workflow accordingly. You can update the workflows with the required flow after the admin configuration migration.
  • The Include non-operational hours field for a work log and Auto Request Close behavior should be configured in Cloud with respect to On-Premises.
  • Configure default currency in Cloud before initiating migration.
  • Avoid database operations while migrating the data from On-Premises to Cloud. This might result in migration failure.

Initialize ServiceDesk Plus Cloud for Migration

Before proceeding with migration from on-premises, the cloud version must be initialized. To do this, log in to ServiceDesk Plus Cloud and follow the link below.

<portal-url>/ and click Initialize.

Proceed with migration upon receipt of the success message.

Enable the Migration functionality in UI

Kindly contact our support team at [email protected] to enable the ServiceDesk Plus On Premises to Cloud migration feature in the application User Interface.

Initiate the migration from the UI

Once you have migrated the entities that need to be manually migrated, you can initiate automatic by following the steps given below:

  • Go to Admin >> General >> Migrate On-Premises to Cloud. 
  • Select a ServiceDesk Plus Cloud Data Center from the drop-down list. The Domain URL will be auto-populated based on the Data Center and is non-editable.
  • Copy the Redirect URL to Zoho accounts and generate the Client ID and Client Secret. Learn how to do this here.

ServiceDesk Plus uses OAuth 2.0 to communicate between On-Premises and Cloud servers. OAuth 2.0 is an authentication method that provides delegated access to a protected resource using web tokens instead of passwords. Click here to learn more.

  • After entering the client ID and client secret, ensure you have read all the terms of service and select the checkbox I have read and agree to the Terms of Service.
  • Click Next. A window pops up where you must sign in to your ServiceDesk Plus Cloud account and provide your consent.



  • After you authenticate your Cloud account, the Instance and Mode fields will appear on the migration form page in On-Premises. Choose the ServiceDesk Plus instance from where the data must be migrated in the Instance drop-down.
  • Choose the mode of migration for module desk data. Note that this does not apply to admin data, assets, and solutions.
  • Trial Mode - Data created within the last 30 days will be migrated.
  • Full Mode - Data created within the last 1 year will be migrated. To increase the duration, run the following query and specify the duration in number of months: update globalconfig set paramvalue = 14 where category like 'OPtoODMigration' and parameter like 'noOfMonthsData';

You can increase the duration for full mode up to 60 months (5 years). 



The Migration Progress page will be shown where you can find the progress of the migration. To view the status of each data added or updated in ServiceDesk Plus Cloud, go to ServiceDesk Plus Cloud >> Setup >> Import Data >> Import History.


Once the admin data is migrated, the migration will be paused so that you can manually migrate admin entities that are not migrated by the system. Click Resume to migrate module data.



Once migration is completed, you can move back to the migration form page by clicking on the back button or you can move to the ServiceDesk Plus on-demand by clicking Go to ServiceDesk Plus Cloud.


Pre-Validation and Import Failure Handling

After you save the OAuth details and click Move Data, pre-validation will be triggered from the migration form page. 


When the data to be migrated is invalid with respect to Cloud features and limitations, a dialog box with a downloadable XLS file link containing the failure details will be visible. You can resolve the invalid data and re-initiate migration if needed.


In case of import failure in Cloud, the zip files containing the failure details will be moved to ServiceDesk/Conversion/ImportFailed folder. The failure will be logged in the migration progress page and the link to the import history page for the Cloud instance will be provided.


List of Admin data that can be migrated from On-Premises to Cloud

You can migrate Module Data and Admin Data from On-Premises. To learn more, follow the links below:


There are various limitations that you might encounter in different modules and admin entities during and after migration. To learn in detail about the limitations, follow the links below:


Data that cannot be migrated due to the unavailability of on-premises features in Cloud


Request tags, Request Dependency, and Notes Attachments in Requests Module.

Form color and font in Incident and Service Templates

Help text for sections and fields in Incident and Service Templates

Incident and Service Template icons

Short description or any instruction, notes, or guidelines for Technician/Requester in Incident and Service Templates

Template Actions in Service Templates

Category change manager field in Category

Checklist in Helpdesk Customizer.

$AllTechnicians role in Change Templates.

Solution Owner field and Workaround type in Solutions module.

$EmailSignature and $ITService will not be resolved in Reply Templates.

Inline images in Worklog.

Service Category field in incident templates and Service Category admin entity (present in On-Premises Standard Edition - not present in Cloud Standard Edition).

Migration Facts

  • Data related to features that are not available in ServiceDesk Plus Cloud will not be migrated.
  • Instance to Instance migration is possible. i.e data from one particular ServiceDesk plus On-premises instance can be migrated to the ServiceDesk Plus Cloud instance selected in the form.
  • Migration cannot be started in two instances at the same time. Only one migration per instance will be handled at one time.
  • If the license is not enabled for any entity/module in On-Premise, the respective entity/module data will not be migrated.
  • Migration is supported in build 11128 and higher (with support for OAuth 2.0) for select admin entities. To access the latest migration features, update to build 11141 or higher.
  • Inline images and attachments will also be migrated along with the entity data.
  • Inactive admin entities will be migrated without any error.


To know more about the Project and Request UDF limitation in Cloud, please refer here. 

During migration, for the entity count limitation, the higher number of entries that can be added will be considered. After the completion of migration, the lower entry limit will be applied within the UI.

ServiceDesk Plus Cloud's all-new UI - Exclusive Training

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Transform your IT service desk

Streamline IT ticket management

Manage the complete life cycle of IT incidents, problems, changes, and projects with out of the box ITIL workflows. Create support SLAs, define escalation levels, and ensure compliance.

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Save time and effort with smart automation.

Automate ticket dispatch, categorization, classification, and assignment based on predefined business rules, and set up notifications and alerts for timely ticket resolution.

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Empower end users.

Reduce walk ins and unnecessary tickets by giving your users more control. Enable end users to access IT services through your service catalog in the self-service portal. Help users create and track tickets, search for solutions, and provide approvals with our best-in-class online IT ticketing system, ServiceDesk Plus.

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Track the right metrics.

Measure your IT service desk performance with over 150 ready-made reports. Create custom reports right from the user interface. Schedule reports to be automatically generated and circulated in a variety of formats.

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Optimize IT asset management.

Discover and maintain an accurate inventory of all IT assets in one place, and draw relationships between different assets. Oversee your IT budget effectively by managing software and ensuring license compliance.

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Offer support anytime, anywhere.

Manage your IT service desk on the go. ServiceDesk Plus is the online ticketing system that lets you use native iOS and Android apps to offer IT support on the go, even while end users create and track tickets from their own devices.

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Kent Corser, Director of Technical Support

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ServiceDesk Plus Cloud: A SaaS-Based ITIL-Ready Help Desk and Asset Management Application

Hello and welcome to our online help guide.

ServiceDesk Plus Cloud is a SaaS-based, ITIL-ready help desk solution with an integrated asset, purchase, and contract management. Organizations across the world use this solution to automate and streamline their IT. 

ServiceDesk Plus Cloud enables IT teams to implement effective and efficient ITIL best practices, such as incident management, problem management, change management in their organizations. 

Each of the modules and the features in the application is designed to meet the varied needs and requirements of today's IT environment. It's elegant, intuitive, and familiar UI design makes it simple for everyday use by IT technicians, IT admins, and end-users, alike. 

In this help guide, we'll describe each of the features in minute detail, with accompanying screenshots to make the information simple and easy to understand.

The content structure of the help guide mirrors the application interface. You can easily navigate through the help guide by clicking the tabs listed in the left pane. Adequate backlinks and crosslinks under any given feature will help users gain a clear understanding of the feature and its benefit.

Throughout the help guide, you'll find these icons that give you a nugget of important information:


Info: Is usually a note that tells about a default setting or any extra information about the feature.


Tip: This will give you insight on how you can make the feature work for any specific requirement in your organization.                    


Warning: Alerts you about any possible mistakes that you can make while using the feature. 

Please continue to send us your feedback on this online help guide; we'd be delighted to hear from you, especially your ideas on how to make our product documentation ideal and best-suited for your needs.  



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