How to flag a request and receive email email notification on every updates of the request.

How to flag a request and receive email email notification on every updates of the request.

Requirement :

To flag a request and receive email notification on every update of the request.

Solution :

Add an additional field as 'Flag' with options Yes and No 

I have split the solution 2 ways 

1. Receive notifications when there is an update in the fields
2. Receive a notification when a new reply is received in the request. 

1. Receive notifications when there is an update in the fields

This can be done using business rule. Please refer to my previous email. Using business rule we can send a notification to a specified technician whenever there is an update in the request fields. However, this does not send notifications when there is a new reply received. Hence, we are going for another feature. 

 2. Receive notification when a new reply is received in the request. 

We can achieve this using a python script 

1. Under Admin>Custom Trigger>>> Set the below configurations 



The above trigger will launch where ever there is a New reply to a request where the flag is Yes, running the script which will send an email notification. 

In the server, under ManageEngine\ServiceDeskPlus-MSP\integration\custom_scripts you will have to paste the below file and perform modifications. 

1. configuration.json - Configure the Mail Server Details 
2. functions.py          - No edit required
3. send_mail.py        - Configure the email template and the recipients.  

Scripts are available in the attachment



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