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 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 technician key 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:
USER CREATION AND CHANGE REQUEST FORM
Requester details:
Request made by(ID) : ML902399
Request made by(Name): Miles Lyntee
Request made by (Email): miles@gmail.com
Request made at (Time):12.15
Request made at (DATE) : 2024-02-02
Requester access level: Business Manager
Requested for:
Full Name: Test
Employee number:24
Job title: Test Engineer
4. Configure Request custom trigger to get executed on every request being created with "mode" as "email".
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