Update request status when a new reply is received - Deluge
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.
1. Download the attached scripts. Copy the contents into Request custom functions.
2. Goto Admin > Request Custom Function > 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 > 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