How to Auto Share Request Upon Creation to All/Selected Technicians
NOTE: This script is supported only for builds below 11.3
This post describes the use of a python script to share requests to technicians specified in a list variable in the script, which can be generated from an SQL query. This script can be configured under Request custom triggers and you will find more information about this here. This is based on an existing script linked here - link and has been uploaded for this specific scenario to shorten the time required by others to modify the script upon requirement.
The script can be also configured on 'Request custom menu' so that the action can be invoked when it is required. You can find more information about this feature in the link available here.
Use Case:There might be scenarios where a request must be viewable by all technicians but not editable. In such a case, we can not provide them view access using User > Roles as it will also provide them edit options based on other roles that they might have for their tickets. Therefore, as a workaround, the ticket can be shared using an API key of a tech with role only to view to view request. The script will use the share request option using an API key of tech who has only view access to share requests to all other technicians.
1. Download and copy the script file into the \Manageengine\ServiceDesk\integration directory.
2. Update the API URL used to access ServiceDesk and the technician API key with only view privilege.
3. Configure the script under the Admin >> Custom Triggers like shown below.
Executor >> python3 Share_request_to_all_tech.py $WORKORDERID
A short guide on setting up python is available here.
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This report is used to get the list of shared request. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT wo.WORKORDERID AS "Request ...
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