Close a request when a reply is received with a close phrase
Usecase:
Close a request when the requester replies to the ticket with close phrase.
For the latest SDP Versions, Refer to: https://pitstop.manageengine.com/portal/en/kb/articles/close-a-request-upon-receiving-a-response-containing-a-closing-statement
Steps to follow:
- Goto Admin > Request Custom Functions > Global function > New > Paste the content from the attachment Global function_4.txt and save it with a name.
- Update the URL and integration key in the script.
- You can get the integration key under Admin > Integrations > Integration Key > New
- Please use an integration key with admin privilege, as there wont be any role related permission issues.
- Update the integration key in the global function.
- Incase of older builds you can use the techniciankey with admin privilege.
- Go to Admin --> Request Custom Functions. Create a new function.
- Refer to the attached script. (closeRequestFromReply.txt.)
- Update the global function count in the script as per your instance.
- Sample Description content: "CLOSE REQUEST"
- Configure Request custom trigger to get executed every time a reply is received for a request.
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