Ticket Management Automation Workflow
Hi,
I have spent the evening reading over various Python scripts that have been written to complement SDP's built-in functionality. For example, I have implemented the script that sends a daily notification to technicians concerning open requests within their respective queue.
I also read over this script - https://pitstop.manageengine.com/portal/community/topic/script-master-13-how-to-automatically-close-requests-that-are-in-a-specific-status - where it supposedly closes a ticket after 3 days if the status of the ticket is 'Waiting for User' though it is unclear to me as to whether the script ascertains from the ticket that it has been stale from a lack of response in those 3 days. If it does, then I may have found part of the answer in what I'm hoping to accomplish.
What I would like to do is set up an automated response to a requester where the status of the ticket is in 'Waiting for User' every 24 hours/1 day and they have not responded. After 3 days, I would then like to use the script referenced to automatically close those tickets. The criteria for this would be for any tickets that exist within a specific group.
Has anyone been successful in setting up a workflow like I have described? If so, what am I missing to put this in place.
Thank you,
John
I have spent the evening reading over various Python scripts that have been written to complement SDP's built-in functionality. For example, I have implemented the script that sends a daily notification to technicians concerning open requests within their respective queue.
I also read over this script - https://pitstop.manageengine.com/portal/community/topic/script-master-13-how-to-automatically-close-requests-that-are-in-a-specific-status - where it supposedly closes a ticket after 3 days if the status of the ticket is 'Waiting for User' though it is unclear to me as to whether the script ascertains from the ticket that it has been stale from a lack of response in those 3 days. If it does, then I may have found part of the answer in what I'm hoping to accomplish.
What I would like to do is set up an automated response to a requester where the status of the ticket is in 'Waiting for User' every 24 hours/1 day and they have not responded. After 3 days, I would then like to use the script referenced to automatically close those tickets. The criteria for this would be for any tickets that exist within a specific group.
Has anyone been successful in setting up a workflow like I have described? If so, what am I missing to put this in place.
Thank you,
John