Update a request based on certain values - Deluge
This post describes the use of a deluge script to update requests based on values given a global function, namely "request_properties". This action can be performed using Custom Triggers.
Refer to this link for Python equivalent: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-update-a-request-based-on-certain-values
UseCase:
We have a Service template for account lockout/password reset. We need to add resolution in these requests so that the technician need not manually type the resolution every time while resolving a request. They can predefine resolution template for it but again the technician will have to select it manually.
We can achieve this using the custom trigger.
For example, If you need to add a resolution automatically as soon as the technician changes the status of the request as 'resolved', we can update the resolution content in a custom global function. When the technician changes the status to resolved, this script invokes and the resolution is added based on the value given in the global function.
Likewise, we can update the other fields by updating the global function.
Refer the link for more parameters: https://ui.servicedeskplus.com/APIDocs3/index.html#add-request
Execution steps:
1. Download the attachments.
2. Goto Admin > Request Custom Function > Global Function > New > Paste the contents of configuration.txt
3. Goto Admin > Request Custom Function > Global Function > New > Paste the contents of request_properties.txt
4. Goto Admin > Request Custom Function > Custom Function > New > Paste the contents of update_request.txt
5. Update the global function count as per your instance.
6. Configure the script under the Admin -> Request Custom Triggers, like shown below.
New to ADSelfService Plus?
Related Articles
Update Request Additional fields during request create/update using Custom Trigger - Deluge
This is a sample custom function script to update the Request Additional Field Values during request create/update based on certain criteria using Custom Triggers. Refer to this link for Python ...Update Request Additional fields during request create/update using Business Rules - Deluge
This is a sample custom function script to update the Request Additional Field Values during request create/update based on certain criteria using Business Rules. Refer to this link for Python ...Create multiple Child Requests - Deluge Script
This is a sample deluge script to automatically trigger the creation of multiple child requests from a parent request, based on the request template chosen. The request ID of the child requests will be added as a Note in the parent request. This is ...How to implement dynamic request approval using FAFR and custom triggers - Deluge
This is a sample script written in Deluge to handle Conditional Approvals for Incident \ Service Requests, through Custom Triggers using Field and Form Rules. One of the advantages of using this script that no modification in the script is required ...How to update a request based on certain field values.
This post describes the use of a python script to update requests based on values in other fields ,in the same request.This action can be performed using Custom Triggers. UseCase: There are three Levels setup in the application and there are 2 ...