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 to be moved to "In Progress" stage when a reply is received from the requester.
For the latest SDP versions, Refer to: https://pitstop.manageengine.com/portal/en/kb/articles/update-request-status-upon-receiving-a-new-reply
Refer to this link for Python equivalent: https://pitstop.manageengine.com/portal/en/kb/articles/update-request-status-when-a-new-reply-is-received
Steps to configure:
1. Download the attached scripts.
(Update the SDP configurations details in the global function)
3. Goto Admin > Request Custom Function > Custom Function > New > Paste the update_status_api.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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