Scripts to update request status when a new reply is received.
Please do refer to the below steps to change the status when a Contact sends a new reply to the ticket.
1. Download the script files from the below link and extract them and place it under..\ManageEngine\SupportCenter\integration\custom_scripts - folder.
2. Edit the following details on the script
- configuration.json: Update the technician key & URL
- update_req_status.py: Configure the custom status you would like to set upon the trigger.
3. Under Admin>Custom Trigger use the below criteria
Replace the On-hold with the custom status and save the trigger and test the case.
In case you want to reopen the ticket if a ticket is in resolved status. In the 3rd point, set criteria as Resolved and change the script also with status resolved and then
4. Goto Admin -> Self-Service Portal Settings -> and Set Yes for Allow Contacts to reopen their own requests?
Now check the case by sending a reply and it should update the status accordingly.
PS: Initially if you do not see the status change please try it in a private window.
Steps on how to download python: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-setup-python-on-the-server
New to ADSelfService Plus?
Related Articles
Script to 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: ...Update status using Python script in 11.0
Using a Python script via custom trigger, we can update the status invoking an API call. A short guide on setting up python is available here : https://pitstop.manageengine.com/portal/kb/articles/how-to-setup-python-on-the-server Find the attached ...Script to Auto close Request when the status is Resolved for a particular number of days
For version 11 and above: -> In version 11, we only have the option to set the request Auto-close for a max of 10 days -> The below script will help you to extend the auto-closure time Execution steps: 1. Go to Reports--> New Query Report and run the ...Script for the value in the Subject of the ticket to be auto filled in an Request additional of the ticket created.
Applicable for versions above 11.0 1. Download all the contents in the attachment and paste it under \ManageEngine\Supportcentre\integrations\Custom Scripts. 2. Create an additional field and copy the API Field Name and edit the same in the Script ...Apply Contract to All Requests raised by this account option is greyed out while creating a new contract
1. Whenever I put in Expiry date the checkbox for Apply Contract to All Requests raised by this account becomes greyed out. --> This will happen if there is another active contract for the same period. Two rules are applied while creating a contract ...