Notify Support Reps when a new reply is received for Unassigned Requests

Notify Support Reps when a new reply is received for Unassigned Requests

Please do follow the below steps to notify support reps when an unassigned request is updated or when a reply is received. 


1. Download the configuration.json file, sendMail.py file, requestobj.json file from the below link:




2. Once downloaded, place them under the ManageEngine\SupportCenter\integration\custom_scripts directory. 



3. Edit the configuration.json file and add the outgoing mail details and save the file. 

Screenshot for reference:



4. Edit the sendMail.py file using Notepad and add the Support Rep email addresses to it. 






5. Add a Custom Trigger similar to the Screenshot below. 







Note: Please make sure the correct names are added as Criteria. 



Post following these steps, when a Contact sends a reply to an unassigned request, the Support Rep should be able to receive notifications. 

PS: Initially if you do not see the status change please try it in a private window.