If the technician replies to the unassigned request, the ticket should be assigned to him.
Requirement:
When a technician responds to an unassigned request, the unassigned ticket is assigned to the technician who responded.
Steps to configure:
1. Download the attached scripts. Copy the contents into Request custom functions.
2. Goto Admin > Request Custom Function > Global Function > New > Paste the global function contents and save it with a name.
Update the URL and integration/technician key in the script.
- For builds over 11300, you can get the integration key under Admin > Integrations > Integration Key > New
- Please use an integration key with admin privilege, as there wont be any role related permission issues.
- For builds prior to 11300, refer https://help.servicedeskplus.com/api/rest-api.html$key and update the technician key.
3. Goto Admin > Request Custom Function > Custom Function > New > Paste the assign_technician.txt content and save it with a name
Update the global function count according to your instance
4. Configure this in a custom trigger to get invoked every time a reply is received on a request. (Invoking Condition can be modified as per your requirement.)
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