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Masterclass 2022 Switch to User Guide >

    Zoho Flow Integration   


    Integrating Zoho Flow with ServiceDesk Plus MSP helps you set up workflows to automate information exchange between ServiceDesk Plus MSP and other third-party apps such as Azure Devops. Since Zoho Flow works on the cloud, a Zoho Flow On-premise agent is required to integrate ServiceDesk Plus MSP.

     

    Zoho Flow Agent  

    Zoho Flow Agent allows Zoho Flow to securely connect and access authorized on-premises apps in your system. This lets you create workflows that include triggers and actions of on-premises applications, allowing them to exchange data between your cloud apps as well as the other on-premises applications through Zoho Flow in a secure manner. Click here to learn how to set up the Zoho Flow agent.

     

    Integrating ServiceDesk Plus MSP with Zoho Flow  

    To access ServiceDesk Plus MSP through Zoho Flow, you need to create a connection using the integration key generated in ServiceDesk Plus MSP.

    • Navigate to Settings > Connections and click Create Connection.

     

    • A popup opens up displaying a list of all the supported apps by Zoho Flow.

     

     

    • Search for "Servicedesk MSP", select the app and click Next. 

     

     

    • A form will be loaded with the required details to create a connection.

     

     


    Once the details are populated, click on Authorize to create the connection. A success message will be shown after a successful authorization.

     

    Supported Triggers and Actions in ServiceDesk Plus MSP

    The following are the supported triggers and actions in ServiceDesk Plus MSP.


    Supported Triggers  

    • Request Created [Realtime]
    • Request Created in Template[Realtime]
    • Request Updated[Realtime]
    • Updated Request in Template[Realtime]
    • Request created in an account
    • Request Updated in an account

     

    Supported Actions  

    • Create Request
    • Update Request
    • Create Request Note
    • Fetch Request
    • Create Change
    • Update Change
    • Fetch Change
    • Create Problem
    • Update Problem
    • Fetch Problem
    • Associate Request with Problem

     

    Zoho Flow Retry  

     

    Zoho Flow attempts a retry after a task fails. It will try to resume from the point (action) of the previous failure. The reruns will continue at frequent intervals if the executions keep failing.
    Failed tasks will be rerun for a maximum of eight times before marking the execution as failed. Click here to learn about the rerun intervals and more.

     

    • If the execution is successful in one of these runs, the tasks will be marked with a success message. The available task count for your account will only be deducted upon successful executions of tasks.
    • During the Auto rerun window of 24 hours, you cannot manually rerun a failed task.
    • If you have edited your flow before an upcoming rerun, the future reruns will take place as per the edited configuration of the flow.
    • If you have switched off the flow in between reruns, the rerun will not take place. However, if you switched off a flow in between, and switched it back on before the next rerun, the rerun process will continue.
    • Triggers are not included in Auto rerun, as they are executed using a method called "Polling", which watches for new entries in regular intervals.
    • If an action failed for a certain number of reruns, and succeeded in the next attempt, but another action in the same flow failed during this rerun, the rerun count will be reset, and the most recently failed action will be retried eight times.
    • Until all eight reruns are over, the record will be shown to the user as Failed: Rerunning automatically.

     

    Auto Rerun Limitations  

    Auto rerun will not work in the following situations:

    • Triggers (including Webhook triggers and Realtime app triggers)
    • When a flow is switched off
    • When a flow is deleted
    • When the task has already run successfully
     

    Manual Rerun  

    You can also manually rerun the executions that failed due to one of the following errors.

    • Incomplete or improper flow configuration
    • Invalid data mapping
    • Tasks that failed 20 consecutive auto reruns
     

    Zoho Flow provides two options to manually rerun failed executions:

    1. Resume: This option lets you instantly resume a flow execution from the step that failed due to errors.
    2. Restart: This option lets you start a flow execution from the beginning (from the task following the trigger). All steps, including successful ones, will run again. However, it might cause some actions to fail, create duplicate entries in the connected apps, and cause further errors, leading to failed executions.  

    Note: Restart will not work if you have made any major changes to the flow (such as a change in trigger or action) after the execution failure.

     
    To manually rerun a failed execution,  

    • Log in to your Zoho Flow account.  
    • Navigate to the required flow from My Flows, then click Flow History. (You can also access the flow history of your organization from Settings > History.)  
    • Select the failed executions you want to rerun using the checkboxes.  
    • If you wish to resume the execution from the step that failed in the flow, click Run. (The default option, Resume will be selected)  

     

     

    • Alternatively, use the dropdown arrow beside Run, then click Restart to restart the flow executions from their triggers.


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