Notify previous technician, when a request is reassigned
UseCase:
We get default notification when a request is assigned, but there is no default notification when a request is reassigned to a different technician.
Requirement:
Assume a request is assigned to Technician A, and later reassigned to Technician B. Technician A should get a notification that the request is reassigned.
Steps to Configure:
1. Goto Admin > Developer's Space > Request Custom Function.
2. Copy paste the attached script to Request Custom function.
3. Configure this custom function to get executed every time a technician is modified.
New to ADSelfService Plus?
Related Articles
Request violated by technician
This report used to find the technician who violated the request. If the request/incident already has a violation and is reassigned to another technician the new technician assumes the violation instead of the technician that the violation occurred. ...How to email pending requests list to technician periodically
This post describes the use of a python script to email pending requests to each technician in a periodic interval using Custom Schedules.This showcases the use of a feature called 'Custom Schedules' that was released in the build 9300 of ServiceDesk ...Technician change from history
This report is used to find who changed the Technician and how many technician handled the request. To make any changes to a query, refer to the KB article below. ...Technician
This report is used to find the Technician complete details. SELECT AaaUser.USER_ID, AaaUser.FIRST_NAME "FullName", AaaLogin.NAME "LoginName", AaaLogin.DOMAINNAME "Domain", AaaContactInfo.EMAILID "Email", DepartmentDefinition.DEPTNAME "Department", ...Request recipient email
This report is used to find the recipient email address. Some requests are forward to others through the mail, this report helps to find the statistics how many requests are forward to others using the email address filter. To make any changes to a ...