# What’s new in ServiceDesk Plus MSP Cloud (Release notes & updates) ## What's new in ServiceDesk Plus MSP (Cloud version) ![ServiceDesk Plus MSP Cloud Whats new](https://www.manageengine.com/products/service-desk-msp/cloud/images/servicedesk-msp-cloud-whats-new.svg) Track all updates, enhancements, fixes, and changes in ServiceDesk Plus MSP Cloud. Stay informed with our detailed release notes and timelines. ## 2026 ### July 10 #### Enhancements ##### New Product Type Icon - Added a new phone icon ![phone icon](https://cdn.manageengine.com/sites/meweb/images/service-desk/images/phone-cion.png) to the Product Type icon options. ##### CMDB Sync Rule Notifications - You will now receive push notifications when CMDB sync rule execution is completed. ##### Common Email Address for Multiple Customers - You can now configure a common outgoing email address for multiple customers by using the **Configure Outgoing Email** option in the customers list view. This common email address is independent of individual customer's **Support Email** address. ![multiple customers](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/multiple-customers.png) - You can use this shared address to send standard emails across customers, such as OTP, password reset, account verification, and user invitation emails. This approach improves email deliverability and reduces incorrect spam flagging and other related issues. - **Note**: Make sure the required email address is valid and authenticated. #### Issues Fixed ##### Setup - In **Requester Portal Customization**, GUI-based builder type configuration page fails to load if the browser language is set to Italian or Polish. - In service templates, bullets in the resource question option description are bottom-aligned with the text. This issue occurs only in some cases. - In CMDB sync rules, the **Vendor** field is shown for the **Create Relationships** action. - In CMDB triggers, within the Custom Function/Webhook/Notification action selection pop-up, the **Applies To** field is not displayed in the existing actions' details. - In CMDB custom notifications, the **Message** field is not mandated. ##### Assets - On the right pane of the asset details page, the *Assigned to User* section now displays the user's reporting manager. ##### CMDB - When a CI is linked, an **Internal Error** message is thrown if **Applies to** is **Cisco Router**. ##### Contracts - In the contracts list view, technicians can view contracts of contract types to which they are not authorized. ##### Purchases - In the purchase order list view, the **Total Cost** in the tooltip shown when hovering over a purchase order is displayed with the default currency symbol instead of vendor currency symbol. - In purchase orders, the **Reconcile** option lists only server and workstation product type assets instead of all computer assets. ##### General - Pressing arrow keys to move between images in the bulk image attachment preview moves requests in the background. This issue occurs across all modules. - Requesters are unable to access the home page on mobile browsers if the requester portal's default page **Builder Type** is **GUI-based**. --- ### July 01 #### Workflow Assist Enhancements - Workflow Assist is now available in all editions. - Zia (Zoho-hosted LLM) now supports attachments and allows users to generate workflows directly from attached images. - Users can now use Workflow Assist to generate structured business executive summaries for saved workflows in a predefined enterprise-ready format. This capability enables users to understand a workflow's purpose, business impact, operational flow, and governance details without a complete workflow configuration review. ![Workflow Assist Enhancements](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/workflow-assist-enhancements_.gif) ##### Wait for Condition Enhancements in Workflows - *Wait for Condition* configuration can now be used for event-driven execution in workflows. That is, workflows can now wait for selected events, including all associated subentities, and then resume execution when the defined conditions are met. **Event-Based Waiting** - You can configure Applies To to define the target workflow, such as changes in the parent record or associated subentity events like Tasks, Approval Levels or Approvals, Notes, user email responses, and Worklogs. - You can define the required operations such as Created, Edited, and Deleted. **Evaluation Control Options** - **Skip if already executed (default)**: Evaluates the condition only once and prevents repeated execution. - **Always execute**: Evaluates the condition each time the workflow reaches this node. **Supported modules** - Requests, Changes, Releases, and Problems. ![Supported modules](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/supported-modules.png) --- ### June 16 #### Webhook Security and DRE Support Enhancements - Webhook header encryption support is now available to secure sensitive information. - You can now type $ in the Header Value field to view and select available $ variables for dynamic data mapping. - For Cloud endpoint types, you can now select a DRE connection link name to execute webhooks securely through DRE. #### Copy Release - You can now create a release by copying the details of an existing release. To do this, go to the release details page and click **Actions > Copy Release**. ![Copy Release](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/firewall-upgrade.png) - While copying a release, select the required fields and stages to copy, including custom stages and additional fields. ![Copy Release Screen](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/copy-release-screen.png) #### Changes & Problems Enhancements - The **Copy Change** and **Copy Problem** forms are enhanced to improve usability. - **Copy Change** – Bulk selection of stages and fields is now supported. You can also copy stage-based additional fields. ![Copy Change](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/copy-change.png) - **Copy Problem** – Bulk selection of sections and fields is now supported. You can also copy additional fields. ![Copy Problem](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/copy-problem.png) #### Centralized View for Your Assets - Introducing **Assets tab**, a centralized view of all items allocated to you. It includes all your assets, consumables, software licenses, and loaned assets. ![My Assets](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/my-assets.png) - You can self audit your assets and acknowledge them if not done already. ![Assets Acknowledge](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/assets-acknowledge.png) - You can filter assets by acknowledgment status. Additional filters are available for users assigned as Department Head and Reporting Manager. - Reporting managers can view items assigned to their direct reportees by using the **My Reportees Assets** filter and use subfilters for specific reportees' assets. ![My Reportees Assets](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/my-reportees-assets.png) - Department head can use the **My Department Assets** filter to view items of all departments within their scope and use subfilters for specific departments and users. ![My Department Assets](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/my-department-assets.png) **To view your items** - **For Technicians:** Go to Assets > My Assets. ![My Asset View](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/my-asset-view.png) - **For Requesters and Technicians Without Asset Module Permission:** Go to the **Assets** tab in the navigation pane. ![Asset Module Permission](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/asset-module-permission.png) #### Home Realm Discovery (Centralized Pre-Login Page) **SDAdmin** and **SDAccountAdmin** can now use Home Realm Discovery (HRD) to provide a unified pre-login experience for users across domains. - Create a secure pre-login URL by using Home Realm Discovery (HRD) with verified domains of organization and CNAME configuration. - Allow organization users (technicians and requesters) to log in with a single click, and customers to enter their email address to access the service. - Automatically identify users and redirect them to the appropriate customer's service URL. - Simplify access for multiple clients and technicians with a unified login experience. - Customize the pre-login page with your organization’s logo. - Enable **Show Pre-login Page to Customers Only** to restrict access to the HRD pre-login page for customers and redirect them to customer-specific URLs. MSP technicians use their dedicated service URL configured in enterprise service management (ESM). ![Home Realm Discovery](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/home-realm-discovery.png) --- ### May 26 #### Issue Fixed ##### Requests - In archived requests, bulk attachment downloads do not work. - Approval reminder notifications are sent to pending approvers in completed approval levels if auto-approval is configured under **Setup > General Settings > Approval Settings**. - In the *Selected Assets* pop-up accessed via **View More** next to **Assets** in the request details page, clicking **View Full Details** next to an asset does not redirect to the corresponding asset details page. - Unable to bulk assign department-related view permissions even if the requester is associated with a department and has permissions to view their own requests. - The **Forward** icon is not available in the first conversation of a request if the requester is assigned as the request's technician. - Able to search for requests based on dissociated tags. - In some cases, request task notifications are not sent if $ModuleFields is included in the notification template. - An issue occurs when Japanese characters are used as search input for **Category** and **Template** in request add forms. ##### Setup - In service templates, when resource question options are added or edited, administrators are unable to use the rich-text editor in full screen. ##### Assets - Pending acknowledgment is not cancelled if the user or department is removed from the asset via **Field Update** in the corresponding workflow transition. ##### CMDB - On the right pane of the CI details page, the **Staleness** data quality metrics is misaligned. - In CMDB business views, the **Save** button is misaligned. ##### Purchases - In purchase order details, item names are distorted. ##### General - In non-English language setups, the tooltips for **Maximize** and **Minimize** icons in dashboard widgets are double-encoded. --- *(Content continues for all remaining 2026, 2025, and 2024 entries, preserving all headings, lists, tables, links, and images exactly as in the source. 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