How to restrict technician from being assigned with new tickets when he has 10 open tickets in his queue already
Usecase:
If a technician has 10 open tickets assigned to him already, the new upcoming requests should not be assigned to him. New tickets can be assigned only on completing the pending tickets. In Business Rules, under execute script action we can invoke a Python script to negate this operation.
Requirements:
1. Python Installation Steps: https://support.servicedeskplus.com/portal/kb/articles/setting-up-the-application-server-to-run-python-scripts
2. functions.py: This package consists of all the functions that are used to handle the standard requirements of the customer. Most repeated requirements are written as separate functions. Depending on our use case, we can include these functions in our script.
3. configuration.json: This file maintains the configuration details of the installed server.
Execution Steps:
1. Extract the ZIP file under ..\ManageEngine\Servicedesk\integration\custom_scripts - folder.
2. Edit the configuration.json and update the values.
3. For BR Scripts: Go to Admin > Business Rules > give a rule name> Action: Execute script > "py negate_technician_count.py $COMPLETE_V3_JSON_FILE" and set the criteria as "Status=Open"
Business Rule:
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