Ability to mandate the reason for field updates in requests using custom triggers
Use case:
At times, technicians may not provide the reason for request fields update as technician reassign, groups, priority and so on. This script will alert the technicians to update the reason for these request field updates.
Prerequisites:
1. Python Installation Steps : https://pitstop.manageengine.com/portal/kb/articles/how-to-setup-python-on-the-server
2. functions.py : This package consists of all the functions that are used to handle the standard requirements of the customer. Most repeated requirements are written as separate functions. Depending on our use case, we can include these functions in our script.
3. configuration.json: This file maintains the configuration details of the installed server.
Steps to follow :
1. Create an additional field "Reason for Update". Refer screenshot (Additional field configuration)
Note down the API Field Name once it is added. It should be added as shown in Additional update in the script configuration.png
2. Add the additional field in the template. Refer screenshot (Additional field configuration in the template)
3. Create a FAFR rule on form submit. (Refer screenshot FAFR On Form Submit configuration).
4. Use the FAFR script in the Execute script. (FAFR Script.txt)
5.Download the contents and paste it under \ManageEngine\ServiceDesk\integrations\Custom_scripts (add_note.py, configuration.json and functions.py)
6. Update the additional field API name in the script. (Refer screenshot Additional update in the script configuration)
7. Provide appropriate values in the configuration.json file -> like configure the URL and technician key (mandatory).
URL - Application accessing URL name, technician key is the administrator API key and provide other details as needed.
8. Configure a Custom Trigger. (Refer screenshot Custom trigger configuration)
9. The sample output also attached for reference.
PS: As custom trigger will run post the necessary fields are updated, It will take a minute to show the added notes in the user interface of the application.
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