Automated Problem Ticket Creation Based on Request Criteria
Requirement:
Create a problem automatically when a minimum threshold number of requests created with the same category, subcategory, and Item within the specified time frame is met.
Configuration Steps :
1. Download the attached scripts.
2. Go to Admin > Developer Space > Global Function > Copy & Paste the attached GF_4 - Configuration.txt and save it with a name.
>>Update the URL and technician key as per your instance.
>>For Integration key/Technician key refer this LINK
3. Go to Admin > Developer Space > Request Custom Function > Copy & paste createproblemreq.txt and save it with a name.
>>Update the global function count according to your instance.
>>Update the time zone and the number of minimum requests required to create a problem. In the script attached the time zone is set as "Asia/Calcutta" and the minimum number of requests is set as 3 , Both can be modified to suit your preference.
4. Navigate to Admin > Automation > Custom Trigger > Request
Configure the below custom trigger to get executed every time a request is created.
New to ADSelfService Plus?
Related Articles
Technician notification based on the site
This KB will help you to get the notification about based on the site to a technician. Please follow the below instructions. Please navigate to Admin >> Request timer action >> Add new timer action. Please configure the below in the application. ...Close the request upon adding a note.
Kindly follow the steps mentioned below: 1) Go to Admin >> Developer Space >> Custom Function >> Global Functions >> Copy & Paste the attached GF_Content.txt and save it with a name. Update the URL and technician key as per your instance. Refer to ...How to reset the IDs of Request, Problem and Change ?
To reset the ID's of the respective module follow the below steps: 1) Connect to the Database - Refer this KB to Connect to your database. 2) Use the update query mentioned below for resetting the ID's : Note: We highly recommend you to take a ...To set the logged in user as a requester and to disable the requester field selection during request creation.
By configuring this rule in the template when any user raises a ticket with this template they will be set as the requester by default for the ticket.(Applicable for admin, Requesters and technicians) 1. Go to the template you want to restrict the ...Query to show Problem details, timespent and its associated request IDs (MSSQL)
Tested in MSSQL build (14306) SELECT "prob"."PROBLEMID" AS "Problem ID", "prob"."TITLE" AS "Title", "statdef"."STATUSNAME" AS "Status", "orgaaa"."FIRST_NAME" AS "Reported by", Cast((((sum(ct.timespent))/1000)/3600) as varchar(20)) +'Hrs ...