Appending of notifications during communication between two helpdesk
Requirement: Merge the ticket creation notification from another application to the original ticket in our Application
Workflow :
1. The requester sends a request by email to (example): 1@gmail.com
2. New ticket created 16614 in the MSP 1st instance
3. Using custom trigger notification (if the request is created in the first application then the notification is sent to the second MSP application 22@gmail.com ) with the subject
##RE-16614## New request / Attention - test request
4. Their system (also SDP) automatically replies that a ticket has been opened with them and sends a notification from the address 22@gmail.com to our address 1@gmail.com with the header
##RE-16614## New request / Attention - test request [##2047##] New service request
Please follow the below steps :
1.Goto Admin > Developer space --> Custom Functions > Global function > New > Paste the content from the attachment configuration.txt and save it with a name.
2.Update the URL and technician key in the script. Refer to the attached screenshot.
Refer to the below link.
3.Go to Admin -->Developer space --> Custom Functions --> Request --> Paste the content from the attachment (3 MergeRequest) and save it with a name.
4. Modify the global function name in the script. Refer to the attached screenshot.
5. Configure custom trigger as in the attached screenshot.
Note : Subject should be same as mentioned. ##RE-16614##
New to ADSelfService Plus?
Related Articles
Integration with other helpdesk tools
Please note that, we do not have direct integration of SDP MSP with other HelpDesk tools like ServiceNow. However if any HelpDesk has APIs for all Create, Update, Close operations, then you can make use of the our APIs and custom triggers to achieve ...Two factor Authentication is not working
This is applicable only for SDPMSP 10527, 10528, 10529 This is already fixed in 10530 build. To Confirm the issue. Goto ./webapps/ROOT/WEB-INF/web.xml Search for the url-pattern /RestAPI/WC/TwoFactorAction If that is present, goto -> ...Notifications Sent with HTTP URL, despite of application being Secured
If the URL in notifications are sent with http protocol instead of https even though the application is secured. Then try the below solution. 1. Stop the application 2. Go to <Drive>:\ManageEngine\ServiceDeskPlus-MSP\Conf 3. Keep a backup of the file ...Query to find the list of Notifications high in number (outofoffice and microsoft emails) with a limit of 10 requests
MSSQL: Select top 10 WorkorderId, (Select Count(*) from Notify_WorkOrder where Notify_WorkOrder.WorkorderId = WorkOrder.WorkorderId) AS NotificationCount from Workorder Order by (Select Count(*) from Notify_WorkOrder where ...How to diff of two Date& Time fields using FAFR
If you have two date and time additional fields or default fields, and if you want to capture the difference between those two fields in Hours and minutes, then use the below script to capture the value in an additional field, Under the respective ...