BR script to stop the request status update operation performed on a request that is not assigned with a technician.
This Sample Python Script is used to "negate" the request status update, if the request is not assigned with any technician.
Usecase: Consider a technician is trying to resolve a request that is not associated to any technician. Any technician should either pick up the ticket on their name or update the technician field before moving the ticket to resolved status.
For this usecase, we can have two solutions.
1. Negate the update operation and intimate the technician to assign the ticket to a technician before updating the status.
2. Update the technician details with the logged in user information.
Requirements:
1. Python Installation Steps : https://support.servicedeskplus.com/portal/kb/articles/setting-up-the-application-server-to-run-python-scripts
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 usecase, we can include these functions in our script.
Execution Steps:
1. Script is attached for both the usecases.
1. Extract the ZIP file under ..\ManageEngine\Servicedesk\integration\custom_scripts - folder.
2. For BR Scripts: Go to Admin > Business Rules > give a rule name> Action: Execute script > "py update_reqv3.py $COMPLETE_V3_JSON_FILE and set the criteria as "Service Category=Communication"
3. Script is attached for both the usecases. update_reqv3_1.py for first usecase and update_reqv3_2.py for second usecase.
New to ADSelfService Plus?
Related Articles
Python script to update request status
This article consists of a python script to update the request status based on a criteria set in Custom trigger. For installation and setup of PYTHON, please refer the below link, ...Script to automatically assign a technician to an unassigned request based on the first response
When a technician responds to an unassigned request, the corresponding ticket will be automatically assigned to the specific technician. Tested in: Build 14306 (Postgres) Steps: Download the attached scripts. Under Admin > Developer Space > Global ...Update Request Status upon Receiving a New Reply from Technician
Use case: When a technician works on a request, there might be incidents where he might need additional information from the requester. In such cases, when the technician replies to the customer the ticket status should be changed to "On-Hold". Steps ...Query to get the Request First Assigned time
Use case: First Assigned Time is the number of minutes, hours, or days between when a requester submits a request and when was a support representative assigned to the Request. It indicates how long it is in an unassigned state. Working on Build: ...Update Requester from Request Description
Use case: When a request is submitted on behalf of a user via email, the request description contains the requester's full name. Script to update the ticket requester accordingly. Tested on builds: 14306,14500. Steps to follow: Go to Admin > Request ...