Update_Request_Status when the requester replies to the request using the Notification Custom Trigger
Overview:
After upgrading to 14.3--->Under customer trigger "Reply Received" actions have been removed and instead of that Notification Custom Trigger has been implemented. When the requester replies to the request, the request status needs to be updated. We can achieve this requirement with the help of a notification custom trigger.
Steps To Configure:
1. Go to Admin--->Developer Space--->Custom Function--->Global Custom Function--->Paste the content as mentioned in the global_function.zip and save the function with a name
After upgrading to 14.3--->Under customer trigger "Reply Received" actions have been removed and instead of that Notification Custom Trigger has been implemented. When the requester replies to the request, the request status needs to be updated. We can achieve this requirement with the help of a notification custom trigger.
Steps To Configure:
1. Go to Admin--->Developer Space--->Custom Function--->Global Custom Function--->Paste the content as mentioned in the global_function.zip and save the function with a name
Note: Edit the URL and Auth-Token in the global function and in the parameters place the parameter values like below:
input_data=MAP
context=MAP
input_data=MAP
context=MAP
requestJson=MAP
Step 2: Admin--->Developer Space--->Custom Function--->Notification Custom Function--->Paste the content from the request_update.zip and save it with a name.
Note: Change the Request Status name as per the requirement.
Step 3: Admin--->Automation--->Notification Custom Trigger--->Create a new trigger--->Under Execute on Actions set the action "Sent By User"--->Under Actions select the custom function and save.
Step 3: Admin--->Automation--->Notification Custom Trigger--->Create a new trigger--->Under Execute on Actions set the action "Sent By User"--->Under Actions select the custom function and save.
Now when the requester replies to the ticket, the status will be changed.
New to ADSelfService Plus?
Related Articles
Update_Request_Status when the requester replies to the request using the Notification Custom Trigger
Overview: After upgrading to 14.3--->Under customer trigger "Reply Received" actions have been removed and instead of that Notification Custom Trigger has been implemented. When the requester replies to the request, the request status needs to be ...Notification script using Custom function in custom trigger
This is applicable from 10600 builds. From 10600 , Business rules dont have Email notification feature. The same use case be achieved through Custom triggers feature as mentioned below. Script to enable notification of request creation using custom ...How to update Request Additional fields during request create/update using Custom Triggers (V3)
This is a sample python script to update the Request Additional Field Values during request create/update based on certain criteria using Custom Trigger Execution Steps: 1. Download the attached zip 2. Move the files to ...Assign Technician for the unassigned requests using Notification Custom Function
Requirement: When a technician addresses an unassigned request, the corresponding ticket is automatically assigned to that technician. Steps to configure: 1. Download the attached scripts. Copy the contents into Notification custom functions. 2. Goto ...To close a request upon receiving a response from the requester containing the given statement.(14300)
Usecase: Close a request when the requester replies to the ticket with close phrase. Steps to follow: 1.Goto Admin > Developer Space > Global function > New > Paste the content from the attachment Global function_4.txt and save it with a name. ...