Auto-Merge Similar Tickets & Auto-Close Based on Keyword
Objective: Implement an automated mechanism in the ServiceDesk Plus to improve ticket management efficiency by:
- Automatically merging similar requests that share the same subject.
- Automatically closing tickets when the subject contains the keyword "RESOLVED".
Steps to Configure:
- Create a Global Function
- Navigate to: Admin → Global Functions
- Create a new global function with the following details:
- API Name: sdp_configuration
- Function Name: SDP Configuration
- Use the content from: global-function.txt
- Note: Replace seshadri-0040:8080 with the appropriate domain.
- Create a Custom Function for Auto-Merging Similar Requests
- Navigate to: Admin → Request Custom Function
- Create a new function with the following details:
- API Name: merge_similar_requests
- Function Name: Merge Similar Requests (with the same subject)
- Use the content from: merge-tickets.txt
- Create a Custom Function for Closing Tickets
- Navigate to: Admin → Request Custom Function
- Create a new function with the following details:
- API Name: close_ticket
- Function Name: Close Alerting Ticket
- Use the content from: close-ticket.txt
- Create Two Custom Triggers
- One trigger for auto-merging similar tickets
- One trigger for automatically closing tickets when the subject includes the "RESOLVED" keyword.
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