Auto-Merge Similar Tickets & Auto-Close Based on Keyword

Auto-Merge Similar Tickets & Auto-Close Based on Keyword

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