Use ManageEngine ServiceDesk Plus Cloud to manage requests, problems, changes, assets, and knowledge-base solutions through its v3 REST API. The 31 operations cover create, read, list, update, and delete across those modules, plus request, problem, and change notes.
Lookup fields such as status, priority, category, technician, group, topic, and product use names or email addresses. Custom fields use the udf_* keys. Use search_criteria for server-side filtering with text, numeric, and date comparisons; for example, sort requests by due_by_time to find approaching deadlines. Solutions and requester-visible notes can support ticket replies; resolved requests and notes can supply a new knowledge-base article.
Connect your Zoho account from the block's credential field. Self-hosted deployments additionally need Sim's Zoho OAuth client configured in the Zoho API console. The same client serves Zoho Desk and ServiceDesk Plus — Zoho scopes are chosen per authorization request, not per registered client, so no second app is needed.
Three things shape what will work:
Data center. Connecting requires a Zoho account in the US data center. Sim's authorize and token-exchange legs are pinned to accounts.zoho.com, and a Zoho access token is only valid in the data center that issued it. The Data Center field lists every documented host (US, EU, IN, AU, JP, CA, SA, UK, CN, AE) because that mapping is stable, but only US is reachable with a credential connected through Sim today.
Portal. Accounts with more than one portal must set the Portal field to the portal's URL name — found under ESM Directory → Service Desk Instances. Leaving it empty addresses the account's default portal.
Scopes. The connection requests SDPOnDemand.{requests,problems,changes,assets,solutions} at the exact verbs these operations use, plus aaaserver.profile.READ to label the credential. Nothing broader is requested, so an operation whose module your Zoho user cannot access will fail at ServiceDesk Plus rather than being silently skipped.
Required fields differ per module. Requests need a subject; problems a title; changes a title, stage, and status; assets a name and an existing product; solutions a title, content, and an existing topic.
Editing a change's status requires a comment. ServiceDesk Plus rejects the update otherwise, so the Status Comment field sits alongside the status on Update Change.
Updates only send what you fill in. Fields left empty are omitted from the request rather than sent as null, so changing a status never clears the technician or category. The two flags that cannot express this with a toggle — Emergency Change and Visible to Requesters — become Leave unchanged / Yes / No dropdowns on their update operations for the same reason.
A solution only becomes requester-visible once approved. ServiceDesk Plus ignores is_public until the article's approval status is Approved.
Lists cap at 100 rows.Row Count is clamped to the documented maximum; page with Start Index and watch has_more_rows in the returned listInfo. Set Include Total Count when you need the true size of a queue rather than the page size.
The standalone Tasks module is not covered. Its endpoints are documented but the ServiceDesk Plus scope table publishes no tasks entry, so requesting one would put an unverified scope on the consent screen.
Sim requests these scopes when someone connects a ManageEngine ServiceDesk Plus account. For a self-hosted deployment, register your own app with the provider using the settings below. See Integrations and OAuth for setup.
Full read and write access to ManageEngine ServiceDesk Plus Cloud: create, search, update and delete requests, problems, changes, assets and knowledge base solutions, and add notes to requests, problems and changes. Supports multi-portal accounts. Connecting requires a Zoho account in the US data center.
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
subject
string
Yes
Request subject (maximum 250 characters)
description
string
No
Request description. HTML is supported
requesterEmail
string
No
Email address of the requester. Defaults to the authenticated user
priority
string
No
Priority name, e.g. High
status
string
No
Status name, e.g. Open
category
string
No
Category name
subcategory
string
No
Subcategory name
group
string
No
Support group name
technicianEmail
string
No
Email address of the technician to assign
urgency
string
No
Urgency name
impact
string
No
Impact name
requestType
string
No
Request type name, e.g. Incident or Service Request
udfFields
json
No
Portal-defined custom fields, e.g. {"udf_char1":"value"}
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
rowCount
number
No
Rows to return (maximum 100)
startIndex
number
No
One-based index of the first row to return
sortField
string
No
Field to sort on, e.g. created_time
sortOrder
string
No
Sort direction: asc or desc
searchCriteria
json
No
Search criteria object or array, e.g. {"field":"status.name","condition":"is","value":"Open"}
fieldsRequired
json
No
Array of field names to return, e.g. ["subject","status"]
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
requestId
string
Yes
ID of the request to update
subject
string
No
New subject (maximum 250 characters)
description
string
No
New description. HTML is supported
priority
string
No
Priority name to set, e.g. High
status
string
No
Status name to set, e.g. Resolved
category
string
No
Category name to set
subcategory
string
No
Subcategory name to set
group
string
No
Support group name to set
technicianEmail
string
No
Email address of the technician to assign
urgency
string
No
Urgency name to set
impact
string
No
Impact name to set
udfFields
json
No
Portal-defined custom fields to set, e.g. {"udf_char1":"value"}
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
requestId
string
Yes
ID of the request to add the note to
description
string
Yes
Note body. HTML is supported
showToRequester
boolean
No
Whether the requester can see this note
notifyTechnician
boolean
No
Whether to notify the assigned technician
markFirstResponse
boolean
No
Whether this note counts as the first response for SLA purposes
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
requestId
string
Yes
ID of the request whose notes to list
rowCount
number
No
Rows to return (maximum 100)
startIndex
number
No
One-based index of the first row to return
sortField
string
No
Field to sort on, e.g. created_time
sortOrder
string
No
Sort direction: asc or desc
searchCriteria
json
No
Search criteria object or array, e.g. {"field":"status.name","condition":"is","value":"Open"}
fieldsRequired
json
No
Array of field names to return, e.g. ["subject","status"]
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
title
string
Yes
Problem title
description
string
No
Problem description. HTML is supported
reportedByEmail
string
No
Email address of the user reporting the problem
technicianEmail
string
No
Email address of the technician to assign
priority
string
No
Priority name, e.g. High
status
string
No
Status name, e.g. Open
urgency
string
No
Urgency name
impact
string
No
Impact name
category
string
No
Category name
subcategory
string
No
Subcategory name
group
string
No
Support group name
site
string
No
Site name
udfFields
json
No
Portal-defined custom fields, e.g. {"udf_char1":"value"}
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
rowCount
number
No
Rows to return (maximum 100)
startIndex
number
No
One-based index of the first row to return
sortField
string
No
Field to sort on, e.g. created_time
sortOrder
string
No
Sort direction: asc or desc
searchCriteria
json
No
Search criteria object or array, e.g. {"field":"status.name","condition":"is","value":"Open"}
fieldsRequired
json
No
Array of field names to return, e.g. ["subject","status"]
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
problemId
string
Yes
ID of the problem to update
title
string
No
New problem title
description
string
No
Problem description. HTML is supported
reportedByEmail
string
No
Email address of the user reporting the problem
technicianEmail
string
No
Email address of the technician to assign
priority
string
No
Priority name, e.g. High
status
string
No
Status name, e.g. Open
urgency
string
No
Urgency name
impact
string
No
Impact name
category
string
No
Category name
subcategory
string
No
Subcategory name
group
string
No
Support group name
site
string
No
Site name
udfFields
json
No
Portal-defined custom fields, e.g. {"udf_char1":"value"}
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
problemId
string
Yes
ID of the problem whose notes to list
rowCount
number
No
Rows to return (maximum 100)
startIndex
number
No
One-based index of the first row to return
sortField
string
No
Field to sort on, e.g. created_time
sortOrder
string
No
Sort direction: asc or desc
searchCriteria
json
No
Search criteria object or array, e.g. {"field":"status.name","condition":"is","value":"Open"}
fieldsRequired
json
No
Array of field names to return, e.g. ["subject","status"]
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
title
string
Yes
Change title
stage
string
Yes
Change stage name, e.g. Submission
status
string
Yes
Change status name, e.g. Open
description
string
No
Change description. HTML is supported
changeTypeName
string
No
Change type name, e.g. Standard
reasonForChange
string
No
Reason-for-change name
priority
string
No
Priority name
urgency
string
No
Urgency name
impact
string
No
Impact name
group
string
No
Support group name
changeRequesterEmail
string
No
Email address of the change requester
changeOwnerEmail
string
No
Email address of the change owner
changeManagerEmail
string
No
Email address of the change manager
scheduledStartTime
string
No
Scheduled start, as an ISO 8601 timestamp or epoch milliseconds
scheduledEndTime
string
No
Scheduled end, as an ISO 8601 timestamp or epoch milliseconds
emergency
boolean
No
Whether this is an emergency change
comment
string
No
Reason for the status update. ServiceDesk Plus requires this when status changes
udfFields
json
No
Portal-defined custom fields, e.g. {"udf_char1":"value"}
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
rowCount
number
No
Rows to return (maximum 100)
startIndex
number
No
One-based index of the first row to return
sortField
string
No
Field to sort on, e.g. created_time
sortOrder
string
No
Sort direction: asc or desc
searchCriteria
json
No
Search criteria object or array, e.g. {"field":"status.name","condition":"is","value":"Open"}
fieldsRequired
json
No
Array of field names to return, e.g. ["subject","status"]
Update a ManageEngine ServiceDesk Plus Cloud change: move its stage or status, reschedule it, or change its assignment. ServiceDesk Plus requires a comment whenever the status changes.
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
changeId
string
Yes
ID of the change to update
title
string
No
New change title
stage
string
No
Change stage name to set
status
string
No
Change status name to set. Requires a comment
description
string
No
Change description. HTML is supported
changeTypeName
string
No
Change type name, e.g. Standard
reasonForChange
string
No
Reason-for-change name
priority
string
No
Priority name
urgency
string
No
Urgency name
impact
string
No
Impact name
group
string
No
Support group name
changeRequesterEmail
string
No
Email address of the change requester
changeOwnerEmail
string
No
Email address of the change owner
changeManagerEmail
string
No
Email address of the change manager
scheduledStartTime
string
No
Scheduled start, as an ISO 8601 timestamp or epoch milliseconds
scheduledEndTime
string
No
Scheduled end, as an ISO 8601 timestamp or epoch milliseconds
emergency
boolean
No
Whether this is an emergency change
comment
string
No
Reason for the status update. ServiceDesk Plus requires this when status changes
udfFields
json
No
Portal-defined custom fields, e.g. {"udf_char1":"value"}
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
changeId
string
Yes
ID of the change whose notes to list
rowCount
number
No
Rows to return (maximum 100)
startIndex
number
No
One-based index of the first row to return
sortField
string
No
Field to sort on, e.g. created_time
sortOrder
string
No
Sort direction: asc or desc
searchCriteria
json
No
Search criteria object or array, e.g. {"field":"status.name","condition":"is","value":"Open"}
fieldsRequired
json
No
Array of field names to return, e.g. ["subject","status"]
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
name
string
Yes
Asset name
product
string
Yes
Name of an existing product this asset is an instance of
productType
string
No
Product type name, e.g. Laptop
assetTag
string
No
Asset tag
serialNumber
string
No
Serial number
barcode
string
No
Barcode
ipAddress
string
No
IP address
macAddress
string
No
MAC address
location
string
No
Location
state
string
No
Asset state name, e.g. In Use
vendor
string
No
Vendor name
department
string
No
Department name
site
string
No
Site name
userEmail
string
No
Email address of the user the asset is assigned to
stateHistoryComments
string
No
Comment recorded against a state change
udfFields
json
No
Portal-defined custom fields, e.g. {"udf_char1":"value"}
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
rowCount
number
No
Rows to return (maximum 100)
startIndex
number
No
One-based index of the first row to return
sortField
string
No
Field to sort on, e.g. created_time
sortOrder
string
No
Sort direction: asc or desc
searchCriteria
json
No
Search criteria object or array, e.g. {"field":"status.name","condition":"is","value":"Open"}
fieldsRequired
json
No
Array of field names to return, e.g. ["subject","status"]
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
assetId
string
Yes
ID of the asset to update
name
string
No
New asset name
product
string
No
Name of an existing product to reassign the asset to
productType
string
No
Product type name, e.g. Laptop
assetTag
string
No
Asset tag
serialNumber
string
No
Serial number
barcode
string
No
Barcode
ipAddress
string
No
IP address
macAddress
string
No
MAC address
location
string
No
Location
state
string
No
Asset state name, e.g. In Use
vendor
string
No
Vendor name
department
string
No
Department name
site
string
No
Site name
userEmail
string
No
Email address of the user the asset is assigned to
stateHistoryComments
string
No
Comment recorded against a state change
udfFields
json
No
Portal-defined custom fields, e.g. {"udf_char1":"value"}
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
title
string
Yes
Solution title
description
string
Yes
Solution body. HTML is supported
topic
string
Yes
Name of an existing knowledge base topic to file the solution under
keywords
string
No
Search keywords for the solution
isPublic
boolean
No
Whether requesters can see the solution. Only takes effect once the solution is Approved
udfFields
json
No
Portal-defined custom fields, e.g. {"udf_char1":"value"}
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
rowCount
number
No
Rows to return (maximum 100)
startIndex
number
No
One-based index of the first row to return
sortField
string
No
Field to sort on, e.g. created_time
sortOrder
string
No
Sort direction: asc or desc
searchCriteria
json
No
Search criteria object or array, e.g. {"field":"status.name","condition":"is","value":"Open"}
fieldsRequired
json
No
Array of field names to return, e.g. ["subject","status"]
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
solutionId
string
Yes
ID of the solution to update
title
string
No
New solution title
description
string
No
New solution body. HTML is supported
topic
string
No
Name of an existing topic to move the solution to
keywords
string
No
Search keywords for the solution
isPublic
boolean
No
Whether requesters can see the solution. Only takes effect once the solution is Approved
udfFields
json
No
Portal-defined custom fields, e.g. {"udf_char1":"value"}
Zoho data center hosting the portal (US, EU, IN, AU, JP, CA, SA, UK, CN, AE). Credentials connected through Sim are issued by the US accounts server and are only valid against US.
portal
string
No
Portal URL name. Leave empty to use the account default portal
