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 the custom trigger to get executed every time a technician is modified.
Change the from address in the given script
New to ADSelfService Plus?
Related Articles
Notification script using Custom function in custom trigger
This is applicable from 10600 builds. From 10600 , Business rules dont have Email notification feature. The same use case be achieved through Custom triggers feature as mentioned below. Script to enable notification of request creation using custom ...Script to automatically assign a technician to an unassigned request based on the first response
When a technician responds to an unassigned request, the corresponding ticket will be automatically assigned to the specific technician. Tested in: Build 14306 (Postgres) Steps: Download the attached scripts. Under Admin > Developer Space > Global ...Risk Matrix for Change using Custom Module
PURPOSE: Creating Risk matrix for changes that automatically calculates the risk of a change based on its priority and impact. Similar to the Priority matrix in the request module. TESTED IN BUILDS: 14504 STEPS: Step 1: Configure the Custom Module: ...Assign Technician for the unassigned requests using Notification Custom Function
Requirement: When a technician addresses an unassigned request, the corresponding ticket is automatically assigned to that technician. Steps to configure: 1. Download the attached scripts. Copy the contents into Notification custom functions. 2. Goto ...Update Request Status upon Receiving a New Reply from Technician
Use case: When a technician works on a request, there might be incidents where he might need additional information from the requester. In such cases, when the technician replies to the customer the ticket status should be changed to "On-Hold". Steps ...