Update Request Status upon Sending\Receiving a New Reply
Use case:
When a technician works on a request, there might be incidents where he might need additional information from the requester. In such cases, the request is moved to "On Hold" status while waiting for the requester's reply. This request has to be moved to "In Progress" stage when a reply is received from the requester.
Steps to configure:
1. Download the attached scripts.
(Update the SDP configurations details in the global function)
3. Goto Admin > Notification Custom Function > New > Paste the updateStatusOnReply.txt content and save it with a name
4. Configure the created custom function in notification custom trigger to get executed when a reply is received
You can automate the status change when a technician replies to a request by using the same script and changing the "Execute on actions" to "Sent by Technician."
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