If the technician replies to the unassigned request, the ticket should be assigned to him.

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. 
  1. For builds over 11300, you can get the integration key under Admin > Integrations > Integration Key > New
  2. Please use an integration key with admin privilege, as there wont be any role related permission issues. 

  4. 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.)