Script to find the actual SLA of an Incident
Use case
When an incident is logged, the timer for the SLA is started. However, the actual incident might have occurred hours before the incident creation. In order to find the actual time of SLA, we can use a python script.
Pre-requisite
Python should be configured in the application server along with the request module. Instructions here.
Steps
1. Download the file from the attachment, extract it and place the autoclose.py under ManageEngine\ServiceDeskPlus-MSP\integration\custom_scripts
2. Make the below changes in the files
2a. configuration.json
If you already have a configuration.json given for any other script, you can ignore this. If not please proceed.
The URL of the application and TechnicianKey should be updated. If you have not done it already, click on the user bade on the top right corner and click on API Key generation.
2b. UpdateSLATime.py
In the application, go to Admin >> Incident - additional Fidls, note the API field name for the fields, and enter it into the script
3. Under Admin >> Custom Trigger >> Create a condition on which this action should be carried out and set the script name as below
py UpdateSLATime.py $COMPLETE_V3_JSON_FILE or python UpdateSLATime.py $COMPLETE_V3_JSON_FILE
Save the files and test the output.