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?
- 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;
- 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!
New to ADSelfService Plus?