[Tips & Tricks] Configure automated responses for after-hours tickets in ServiceDesk Plus
Steps to Configure Automated After-Hours Responses:
1) Setup Operational hours and Holidays:
Access ServiceDesk Plus Admin configuration, navigate to Service Desk Configuration and configure Operational hours and Holidays. This ensures the application knows when after-hours tickets are created.
2) Navigate to Admin > Automation > Custom Triggers > Request and setup a custom trigger notification action for automated response.
Add a template with the customized content and associate it with the Notification Action.
Please note that the URL included for the Solution articles in the notification is a public link that does not require login access.
https://localhost/sd/ui/solutions?mode=list
Update the URL as per your instance URL.
Non-login view for Solutions needs to be enabled under Admin > General Settings > Advanced Portal Settings > General.
