How to add Resolution and Close Requests using Custom Trigger

How to add Resolution and Close Requests using Custom Trigger

We can achieve it by using the custom trigger feature along with a python script. We can set a trigger based on which the script will execute, the script will add the resolution and set the status to 'Closed'

You can modify the condition for the custom trigger and the script according to your configuration and requirements. Please test this solution in a UAT before production. While implementing in production, test the solution with 5-10 tickets. Once your requirements are met, you can perform in bulk. 

Prerequisite:

Python should be configured in the server. If it's not already installed, click here for instructions. 

Instructions: 

1. Download the script attached and paste it under ManageEngine\ServiceDeskPlus-MSP\integration\custom_scripts. 

2. Edit the script and configure the required details. We have marked the section as #-------------Input----------- and have specified inline instructions. 



3. After saving the script, go to Admin>Custom Triggers>As an example, I've set to trigger the script upon selecting the technician to "John "



You can set the trigger as per your configurations. 

4. Once the condition is triggered, you can view the trace in the history 



Any errors in the process will also reflect in history. 





          • Related Articles

          • Notification script using Custom function in custom trigger

            This is applicable from 10600 builds. From 10600 , Business rules dont have Email notification feature. The same use case be achieved through Custom triggers feature as mentioned below. Script to enable notification of request creation using custom ...
          • Script to add worklog using custom schedule

            What is a Custom Schedule? Custom Schedules are actions scheduled on a specific date and time with or without repeat frequency. The actions are specified in a customized script file. Any data from ServiceDesk Plus can be sent to the script through ...
          • Request add attachment_Python script-API

            Steps for adding attachment to the request through python script-API. Extract the attached  "Attachment_Python_Script.zip" >> Edit attachmentscript.py >>Mention product installed url in the base url ; update the api key; update the request id that ...
          • Script to Auto close Request when the status is set to Resolved

            This post describes the use of a python script to close requests that are set in Resolved status using Custom Schedules What is 'Custom Schedules' ? The Custom Schedules feature enables you to access any data in ServiceDesk Plus to perform customized ...
          • 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, ...