Update Requester from Request Description
Usecase:
When a request is submitted on behalf of a user via email, the request description includes the requester's full name. This must be parsed in order to update the ticket requester.
Steps to follow:
- Goto Admin > Request Custom Functions > Global function > New > Paste the content from the attachment Global function_4.txt and save it with a name.
- Update the URL and integration key in the script.
- You can get the integration key under Admin > Integrations > Integration Key > New
- Please use an integration key with admin privilege, as there wont be any role related permission issues.
- Update the integration key in the global function.
- Incase of older builds you can use the techniciankey with admin privilege.
- Go to Admin --> Request Custom Functions. Create a new function.
- Refer to the attached script. (updateRequesterFromDescription.txt.)
- Update the global function count in the script as per your instance.
- Sample Description content:
- Configure Request custom trigger to get executed on every request being created with "mode" as "email".
New to ADSelfService Plus?
Related Articles
Update Requester from Request Description
Use case: When a request is submitted on behalf of a user via email, the request description contains the requester's full name. Script to update the ticket requester accordingly. Tested on builds: 14306,14500. Steps to follow: Go to Admin > Request ...Top Requester based on Request
This report is used to get the top 10 requesters count based on the request. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000627781192 SELECT ...Import and update Requester from CSV (Comma Separated Value) Files
Import Requester from CSV (Comma Separated Value) Files You can also add requesters by importing from CSV files. To import requesters from CSV file Step 1: Locate the CSV file Click Import from CSV link in the Requester List page. The Import ...How to send periodic notifications to requester(s) about their pending requests and accordingly update their status.
This post describes the use of a python script to notify requester(s) about their requests through email and move those to a specific status. Use Case: Let us assume a scenario where the technicians reply to a request and put it in a custom status ...To set the logged in user as a requester and to disable the requester field selection during request creation.
By configuring this rule in the template when any user raises a ticket with this template they will be set as the requester by default for the ticket.(Applicable for admin, Requesters and technicians) 1. Go to the template you want to restrict the ...