ServiceDesk Plus pre-release notification

(New features, enhancements, and bug fixes expected in the next release of ServiceDesk Plus Cloud)

June 22, 2026

Enhancements

Microsoft Teams Support for UAE Data Center Support

  • Accessing ServiceDesk Plus Cloud via Microsoft Teams is now supported in the United Arab Emirates (UAE) data center.
  • UAE data center users can switch to a different data center manually.
  • Similarly, other data center users can switch to the UAE data center manually

Behavior Change

Azure DevOps Integration Scope Permissions Update

  • Updated the permission scopes for the Azure DevOps integration to enforce least privileges and minimize unnecessary access.
    • Old Scopes: vso.profile_write, vso.analytics, vso.work_full, vso.project_manage
    • New Scopes: vso.profile, vso.work_write, vso.project_manage

Issues Fixed

Requests

  • In some cases, requesters are unable to add requests by using specific templates.
  • $variables are not replaced in notifications sent when requesters close a request by using close_link in the request creation notification.
  • Unable to collapse the right pane on request forms accessed from small screens, such as tablets or minimized browser windows.

Setup

  • Unable to use additional fields for the Invoke a URL action in the custom menu item configuration if the menu item is applied to product types other than All Assets.
  • Request template header is rendered twice when the template is saved.
  • Unable to save incident and service templates if Number of Columns of the last section in Requester View is set to One and then a field is added to Technician View.
  • Unable to save business rule if criteria value set for the Requester Email ID field contains more than 100 characters.
  • In some cases, layout alignment issue occurs when the template is saved.
  • In some cases, in request templates, the technician layout change confirmation pop-up is displayed when navigating to Requester View even if no changes were made.
  • Unable to copy contract templates associated with All Sites.
  • In purchase order templates, non-hideable fields are shown as hideable fields. When such fields are hidden, the template cannot be saved.
  • UI breakage in the Office 365 Calendar integration configuration pop-up if mapped unavailability types are deleted.
  • In solution custom notifications, email additional fields selected from the Notify drop-down are not displayed when saved.
  • In the GUI-based requester portal Panel Configuration, the search box shape resets to Rectangular if Rounded is selected.

Changes

  • Unable to view schedule continuity arrows in the weekly calendar view.

Azure AD User Sync Integration

  • Azure AD is now renamed as Entra ID in all applicable places.
  • If Display Name is not mapped in the Entra ID user sync configuration, First Name and Last Name are not combined and used for the sync.
  • Token limit issue occurs when the same user enables the Entra ID User Sync integration for multiple instances.
  • In some cases, after sync, the Manager field value is not populated.

Google User Import

  • In some cases, user import fails if Reporting Manager is empty and not null or proper value.

Assets

  • The latest updates to the details of Mobile Devices and its child product types are not synced properly in Zoho Analytics.

CMDB

  • In API response, fields that are not included in the fields_required parameter are returned.
  • Mandatory fields are not shown in the CMDB import wizard.

Purchases

  • In the purchase order print preview, internal fields are not hidden when disabled.

Reports

  • Breakage occurs in the report criteria builder when the criteria is configured based on CMDB lookup fields.

Spaces

  • Ability to assign the same value to the Alias field in all space entities is now fixed.

General

  • In French-language setups, the following are mistranslated:
    • Project fields such as Schedule Start and Schedule End.
    • The Monitor section in asset forms.
  • In GUI-customized requester portals, accent characters are not displayed properly. After the update, you can edit the affected content to correct their display.
  • Unable to save the ESM Portal Customization.

June 01, 2026

Maintenance for tasks

  • Standalone tasks are now supported in Maintenance schedules, alongside requests and changes. Routine activities such as inspections, cleaning, and compliance checks can now be automated and managed from a single place, without having to create these tasks manually each time.
  • Advanced scheduling options let you set tasks to repeat on specific dates each month, or on a relative day such as the first Sunday of each month.
  • Date and time fields in Maintenances, including Scheduled Start Time and Scheduled End Time, accept duration values in days, hours, and minutes. Whenever a task, request, or change is created from a Maintenance, these values are computed by adding the configured duration to the creation time.
  • Use Generate Now button next to the maintenance tasks in the list view to create a task from a maintenance on demand, outside the configured schedule.
  • A new Tasks From Maintenance view is available in the tasks list view to display all tasks generated from a maintenance.
  • Maintenance field is now included in the task list view.
  • Control technician access to the task maintenance using the newly created four roles: CreateTaskMaintenances, ViewTaskMaintenances, ModifyTaskMaintenances, and DeleteTaskMaintenances.
  • Task maintenance activity including additions, edits, deletions, schedule changes, and the success or failure of each task generation is recorded in the History tab.
  • Configure a custom ID prefix and starting number for task maintenances from the Task Maintenance section under Maintenance ID Settings in Setup > Customization > Maintenance Management > Configuration.
  • Custom reports can now be generated for task maintenances. Select Task Maintenances from the Maintenance section in the Module dropdown when creating a new custom report.

Renew Contract with the Same Name

  • You can now renew a contract with the same name without adding the Renewed suffix to the contract name.
  • You cannot use an already existing contract name. Duplicate names will throw errors.
  • After renewal, the list view shows only the latest version of the active contract.
  • You can access previous contract versions, along with their complete details and related history, from the Renewals tab in the latest contract.
  • Use the All Contracts (Including Renewals) filter in the list view to see all contracts, regardless of status or renewal.

Advanced Date Filter in Contract List View

  • You can use the advanced date filter in the contract list view to filter contracts by Active From, Active Till, and Created On dates.

Track Contract Expiry with $DaysToExpire Variable

  • You can use the $DaysToExpire variable in contract notification rules to show the days remaining before contract expiry.
  • You can view this value in contract email notifications and in the right pane of the contract details page to identify upcoming expirations.
    • For Active or Yet to be Active contracts, the remaining duration appears in days, months, or years.
    • For Indefinite contracts, the value appears as Never Expires.
    • If the contract expires today, the value appears as 0.
    • If the contract is Expired or Canceled, the value appears as -.

Problem Closure Rule Enhancements

Problem Closure Rules now support mandatory fields and enhanced validation during problem closure.

  • The following fields are now available under Mandatory Fields in Problem Closure Rules.
    • Description fields
    • Group
    • Reported By
    • CIs Involved
  • The optional rule, All approval levels should be approved, now includes an additional option, All approval levels should be completed, in Problem closure rules and Workflow manual transitions.
  • Problem closure rules now supports problem closure code and closure comments, which can be mandated.
  • When closing a problem, associated incidents can now be moved to any configured completed status (except Canceled).

Closure Rule Violation Handling

  • During problem closure, all mandatory fields in Life Cycle, Templates, and Closure Rules will now be displayed on the problem details page.
  • When closing a problem, pending mandatory rules appear in a pop-up with links to the relevant tabs.
  • On status change, mandatory fields configured through Life Cycle, Workflow, and Closure Rules will be mandated in the Problem add/edit form.

Problem Form Rules

  • The Status field is now supported in the Field Change event for the new problem form.

Configuration Changes

  • Problem Management Settings in Advanced Portal Settings is now moved to Setup > Customization > Problem Management > Configurations.
  • Trigger Approval Notifications in Problem Management Settings has been moved to Setup > General Settings > Problem Approval Settings.

Other Problem Enhancements

  • Problem statuses are now grouped under Pending and Completed.
  • The Description and Attachment fields can now be mandated in Problem Workflow and Life Cycle.
  • Tasks are now included in the problem print preview.
  • A new canned widget, Closed Problems by Closure Code, has been added to the Problem dashboard to help visualize and analyze problem closure trends based on closure codes.

Problem Workflow Enhancement

In Problem workflow, IF and Wait For conditions now support User and Technician multi-lookup fields.

Revamped System Notification Email Templates

System notification email templates used for mail processing errors, portal inactivity, deletion reminders, and more have been redesigned with improved UI, styling, and layout for better clarity and readability.

Microsoft Teams - Conversational Zia Support

Conversational interactions are now supported for the ServiceDesk Plus Cloud bot in Microsoft Teams, in addition to Zia action commands.

May 29, 2026

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.

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: The Evaluation Option section is now available for associated subentity events.
    • 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.
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