Ticket notes and status automation, based on description

Ticket notes and status automation, based on description

Hi, SDP Team!

Is there a way to automate ticket notes entry and status change, based on specific keywords in the ticket description?

Scenario/details:

  1. One of our backup systems is configured to send a daily report to our SDP instance (via email). This automatically creates a ticket in SDP;
  2. This report (and therefore the ticket description) contains some keywords that are always the same (e.g., "Success", "Error", "Failure", etc.)

How can we achieve the following: if the ticket description contains one of these keywords, automatically add a custom note to the ticket, and change the ticket status/close the ticket?
I guess Business Rules/Custom Functions/triggers might be the way to go, but I'm not familiar with the script syntax.



Your help is greatly appreciated!



Thanks,

K.

      New to ADSelfService Plus?

        Resources

                  Related Products