Hello,
Yes, first you need import the users into ServiceDesk Plus OnDemand using the provisioning app. The password which you define in the Provisioning App is for Zoho Authentication, since our accounts are managed by Zoho. In case, there is a failure in accessing the AD FS machine or any issues with using AD credentials, the super administrator for your ServiceDesk Plus OnDemand can login to the application and delete the SAML configuration after which users will be able to login to ServiceDesk using their email address and the password which you have defined using the provisioning app.
Hope this clarifies your query. Please let us know if you need any further assistance on this regard. You can also send an email to servicedeskplus-ondemand-support@manageengine.com, we will be glad to assist you further.
Thanks & Regards,
ServiceDesk Plus OnDemand Support.