Update Request Status upon Receiving a New Reply from Technician
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, when the technician replies to the customer the ticket status should be changed to "On-Hold".
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 a custom trigger to get executed when a reply is received
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