Script to Auto close Request when the status is set to Resolved

Script to Auto close Request when the status is set to Resolved

This post describes the use of a python script to close requests that are set in Resolved status using Custom Schedules

What is 'Custom Schedules' ?

The Custom Schedules feature enables you to access any data in ServiceDesk Plus to perform customized actions  periodically. Each custom schedule can associate Query Reports as arguments to a script file.  You can even synchronize ServiceDesk Plus data with other third-party applications to perform various actions, such as send mailer campaigns to requesters at regular intervals or update various attributes of requests periodically.You will find more information about this feature in document available here.

Use Case:

Let us assume a scenario where the technicians resolves a request and places the request on Resolved status. As per requirement to close resolved requests after an hour  (Schedule can be customized based on requirement Days/ hours ) . This is achieved by running a query report under Servicedeskplus-msp which will return the  ids of Resolved requests. These are provided as input to a python script in json format.The script then uses request API to update those request's status as 'closed'.

Execution steps:
1. Go to Reports--> New Query Report and run the below query and save this report.

SELECT wo.WORKORDERID AS "Request ID",ad.ORG_NAME AS "Account" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID INNER JOIN Accountsitemapping asm ON wo.siteid=asm.siteid INNER JOIN AccountDefinition ad ON asm.accountid=ad.org_id LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID LEFT JOIN WorkOrderHistory woh ON wo.WORKORDERID = woh.WORKORDERID LEFT JOIN WorkOrderHistoryDiff wohd ON woh.HISTORYID = wohd.HISTORYID LEFT JOIN StatusDefinition std1 ON cast(cast(wohd.prev_value AS varchar) AS int) =std1.STATUSID LEFT JOIN StatusDefinition std2 ON cast(cast(wohd.current_value AS varchar) AS int) = std2.STATUSID WHERE  ((( OPERATIONTIME >= <from_thisyear> ) AND ( OPERATIONTIME <= <to_thisyear> )))  AND wo.ISPARENT='1' and wohd.COLUMNNAME IN ('STATUSID')  and std.STATUSNAME = 'Resolved'  group by wo.WORKORDERID,ad.ORG_NAME

This will give you the ID of requests under Resolved status. Save the Report as Resolved Request

2. Downloaded and place the script file in the ManageEngine/ ServiceDeskPlus-MSP/ integration/custom_scripts folder.
3. Update the  application URL and the Technician Key  in the script with the help of the comments provided within.
4. Configure the schedule under Admin--> Custom Schedule

A short guide on setting up python is available here.
      • Related Articles

      • Change Auto closure

        This will be helpful in auto closing change request after X days it is in review stage. This use case is more suitable in environments where ONLY Requesters (customers) are the Change Reviewers and they want the Change to be closed if no review is ...
      • Send Auto reminders to Change Approvers after X days

        Here is the script and kindly follow the steps below to achieve your requirement to send Auto reminders to Change Approvers after X days. For now, the script sends reminder for every 24 and 48 hours. This can be customized in the script. 1.Download ...
      • Python script to update request status

        This article consists of a python script to update the request status based on a criteria set in Custom trigger. For installation and setup of PYTHON, please refer the below link, ...
      • Script: Close associated changes when a request is closed

        Use case:  In many cases, the client never comes back to confirm the change. This means that the change remains opened indefinitely. When the ticket is closed it is logical that the change to be closed. No one is going to close a ticket unless the ...
      • Script to Auto share request to technicains

        1. Download from the attachment, extract it, and paste the same under ManageEngine\ServiceDesk Plus MSP\integrations\Custom_scripts.          #      #      # configuration.json 2. ...