How to stop requests from a domain and send notification to the user for a specific account

How to stop requests from a domain and send notification to the user for a specific account

Use Case
 
When a particular account can only raise requests using Self Service Portal and not via email, the script will allow you to send a notification that the request is not raised and to create a request using Self Service Portal.

Pre-requisite

Install python in the application server. Follow the instructions  here (Preferable version 3.7)

Steps 

We can create 2 rules

1. Send Notification that the request has been negated
2. Negate the incoming email from the domain 

First, we can create a rule to send the E-Mail to the requester using a python script. 

1. Create the below Business Rules in the respective Account & Site 



Script name py send_mail.py $COMPLETE_V3_JSON_FILE

For the script to execute, the python environment should be set up in the SDP-MSP Server. Please follow the instructions here to set it up. 

Download the attachment and extract the file and place it under ManageEngine\ServiceDeskPlus-MSP\integration\custom_scripts

In the server, under ManageEngine\ServiceDeskPlus-MSP\integration\custom_scripts you will have to paste the below file and perform modifications. 

1. configuration.json - Configure the Outgoing Mail Server Details 
2. functions.py          - No edit required
3. send_mail.py        - Configure the email template.  

The above steps will ensure that notifications are sent to the requester.

2. In order to negate the incoming email, configure the below Business Rule 



Make sure to set the Execute during request to Create Operation only. When a request is created in using the web form, responses will be appended to the request. 

Note: Test the solution in the test machine before production. 


                    New to ADSelfService Plus?

                      • Related Articles

                      • Account based technician notification work around.

                        Please note this is applicable only to those Accounts that has only one site. In order to receive technician notification on request creation, for a particular account, we have a work around here. Since there is only one site under this account, you ...
                      • Business Rule is not working

                        There are a few configurations that need to be checked for business rules.  1. Account/Site Check the request Account & Site, Now, go to Admin>Business Rules>Filter the Account & Site and make sure the Business Rules is created for the same  2. Rule ...
                      • Script to send notifications when a unknown request is raised

                        Use case The script will send email notifications to the address configured inside the script whenever a request is created under unknown requests.  This notification will be sent to Admin Email Pre-requisite - Python should be installed in the ...
                      • Restricting Account Specific Notifications for Certain Requesters

                        Steps are not application in latest builds due to behavior change. In some rare cases where you would like to be able to close a Request without notifying the customer, please follow the below mentioned: 1. Go to Admin > Notification Rules > Choose ...
                      • Script to send notification to users on upcoming contracts

                        Please follow the below link to setup python on the server https://pitstop.manageengine.com/portal/en/kb/articles/how-to-setup-python-on-the-server-11-11-2019 Steps to configure 1.  Extract the attached zip file in <Home>/integration/custom_scripts ...