Update Request Status upon Receiving a New Reply from Technician

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.

2.  Goto Admin > Developer Space > Global Function > New > Paste the global function contents and save it with a name.
(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





                  New to ADSelfService Plus?

                    • Related Articles

                    • 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 - ...
                    • 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 ...
                    • Update request status when a new reply is received - Deluge

                      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 ...
                    • Create New request using Python Script

                      Script to raise a new request using Python Script. Pre-requisite - Python should be installed in the server and configured. You can review the instructions here - Requests module should be installed with the python Steps 1. Download the zip file from ...
                    • 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: ...