Update Requester from Request Description

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:
  1. 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.
  2. Update the URL and integration key in the script. 
    1. You can get the integration key under Admin > Integrations > Integration Key > New
    2. Please use an integration key with admin privilege, as there wont be any role related permission issues. 

    3. Update the integration key in the global function.

    4. Incase of older builds you can use the technician key with admin privilege.
  3. Go to Admin --> Request Custom Functions. Create a new function.
    1. Refer to the attached script. (updateRequesterFromDescription.txt.)
    2. Update the global function count in the script as per your instance.
    3. 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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