Custom Functions
Parsing Request Description to Populate Additional Field Values
Use Case: When a user submits a request with a detailed description that contains structured information—such as issue category, priority, and location—the system can automatically parse this information and populate the corresponding additional ...
Duplicate Request Alert for users when a similar request is in pending status
Requirement: If User A has already logged a request that is still in a pending status, the system should recognize this duplication when User B attempts to log the similar request. Usecase: When User A logs a call on the Self Service Portal using the ...
Consolidating Issue/Alerts into Conversations
Requirement: In an organization, when multiple requests are generated for the same issue within a day, it's unnecessary to create separate tickets and manage them individually. Instead, we can consolidate the new tickets by appending them as ...
Automatic Problem Creation for Request Clustering
Requirement: Automatically create a problem when there are threshold number of requests created with the same category/subcategory/item within a specified time frame. Steps to configure: Download the attached scripts. Goto Admin > Developer Space > ...
Close all associated tasks when a request is closed
Requirement: When a request is closed, it is necessary to close all of its related tasks. Usecase: In an organizational context, a request can involve multiple technicians, resulting in its segmentation into distinct tasks. When the request is marked ...
OnBoarding and OffBoarding Users
Requirement: User Onboarding Process: During user onboarding, we gather user information by requesting additional fields. A multiselect field displays all the available assets. Subsequently, we create a new user account and link the selected assets ...
Reminder Emails and Notifications for Pending Approvals: Ensuring Timely Actions
Requirement: If the approver does not act on an approval, three reminder emails should be issued. Even after issuing reminders, if they do not approve the requests, an email notification should be issued to the Approver's Reporting Manager. Steps to ...
Update request additional field with Custom Request ID
Requirement: Each Organization's request ID format may differ. In the current model, replacing the existing request id with these is not possible; however, the same can be replaced in an additional field. Custom Format : Script 1: 202305221125001 ...
Close a request when a reply is received with a close phrase
Usecase: Close a request when the requester replies to the ticket with close phrase. For the latest SDP Versions, Refer to: ...
Calculate Risk Score based on a custom questionnaire configured in resource section
UseCase: Risk score has to be set based on the response for a custom questionnaire. Because the Change module does not offer resource sections like the Service Request module does, this requirement may take the majority of the available additional ...
Script for keeping note of employee leaves
Requirement: Employees must be able to initiate a leave request while viewing their available leave days. UseCase: The HR department must review all requesters' outstanding leave days and leave requests before approving the leave request. Two user ...
Update status on Technician auto assign
Requirement: Updating request status when a technician is assigned through technician auto assign. Steps to configure: Goto Admin > Developer Space > Request Custom Functions > Global function > New > Paste the content from the attachment GF_4 - ...
Block attachments from certain IP Range
Requirement: In few organisations, certain IP Ranges are refrained from creating requests with attachments. Steps to configure: Goto Admin > Developer Space > Request Custom Functions > Global function > New > Paste the content from the attachment ...
Add and trigger predefined tasks to a request
Requirement: Add a set of tasks to a request and trigger them all at once. Steps to configure: Goto Admin > Developer Space > Global function > New > Paste the content from the attachment GF_4 - Configuration.txt and save it with a name. Update the ...
Notify previous technician, when a request is reassigned
UseCase: We get default notification when a request is assigned, but there is no default notification when a request is reassigned to a different technician. Requirement: Assume a request is assigned to Technician A, and later reassigned to ...
Update IP Address in Request additional field
Requirement: As per the application design, the IP address of the machine from which the request was created will be noted in the History tab. Update this "IP Address" in a request additional field. Steps to configure: Goto Admin > Developer Space ...
Block attachments from specific IP Address
Requirement: In few organisations, certain IP Address are refrained from creating requests with attachments. Steps to configure: Goto Admin > Developer Space > Request Custom Functions > Global function > New > Paste the content from the ...
Add notes when a technician is assigned
Requirement: Automatically add note in the ticket and consider it as a first response when a ticket is initially assigned to a technician. Steps to configure: Goto Admin > Developer Space > Request Custom Functions > Global function > New > Paste the ...
Create child requests in different portals
Requirement: There are scenarios where two or more ServiceDesk plus portals are used in an organisation for different departments and requests created in one portal must be duplicated in another. This script will help fulfill this requirement. Use ...
If the technician replies to the unassigned request, the ticket should be assigned to him.
Requirement: When a technician responds to an unassigned request, the unassigned ticket is assigned to the technician who responded. Steps to configure: 1. Download the attached scripts. Copy the contents into Request custom functions. 2. Goto ...
Create multiple Child Requests - Depending on a Resource Question(13002) - Deluge
This is same requirement as in https://pitstop.manageengine.com/portal/en/kb/articles/create-multiple-child-requests-depending-on-a-resource-question , but for SDP builds 13002 and above. With the latest update, the global functions and custom ...
Create multiple Child Requests(13002) - Deluge Script
This is same requirement as in https://pitstop.manageengine.com/portal/en/kb/articles/create-multiple-child-requests-deluge-script , but for SDP builds 13002 and above. With the latest update, the global functions and custom functions can be referred ...
Update schedule start and end time for associated task from request additional field
Requirement: When a request is submitted, the task completion date is saved as an additional field in the request. This must be reflected in all associated tasks. The schedule start date must be set to 7 days before the date configured in the ...
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 > ...
Dynamically set SLA based on field values
Requirement: SLA for service requests needs to be set depending on the category, subcategory and priority of the request. Usecase: The possibility to modify/set SLA depending on a request Field is not available in Service Request. Also, since SLA is ...
Merge Similar Requests
Requirement: In an organization, multiple requests being created for the same issue. So we will have to merge all the similar requests. UseCase: Assume there is a printer issue in an organization, and a request has already been registered for the ...
Dynamic checklist based on field values
Requirement: Based on the answers provided for resource questions / request additional fields, dynamically a checklist has to be associated to the request UseCase: When an alarm is received indicating an issue with a server’s performance, with the ...
Close parent request only if all the linked request are closed.
Requirement: Parent ticket can be closed only if all the linked requests are closed Usecase: In many organizations, the parent ticket is divided into many sub-requests, each of which is handled by a different technician/group. All of these ...
Auto-create a change via a service request
Requirement: When a request for change is submitted by a user via a service request with resource answers, then a change should be auto-created, resource answers copied to its description, and the change should be associated with the service request ...
Set Backup Approvers using Request
This is a sample script that triggers BackUp Approver API, using request information. Use Case: Different users are provided for each role in many organisations. ...
Auto-create problem request based on certain criteria.
This is a sample script that triggers the creation of a Problem Request in ServiceDesk Plus using the Problem API. Use Case: All incident requests with Priority = High will create a problem ticket with the request's default field values. ...
Associate Checklist for a Request depending on Resource/UDF Values
Requirement: Script to associate checklists depending on UDF Additional field values/Resource Question values. Usecase: In few organizations. they have a separate template for "New Asset Request". Each new asset needs a different set of checklists ...
How to implement dynamic request approval using FAFR_UserList and custom triggers - Deluge
This is a sample script written in Deluge to handle Conditional Approvals for Incident \ Service Requests, through Custom Triggers using Field and Form Rules. One of the advantages of using this script that no modification in the script is required ...
Script to set Request Technician as the Task Owner for all associated tasks - Deluge
Requirement: Request technician should be set as the task owner for all available tasks. Use case: When the request is updated with the technician, all the associated task needs to be assigned to the same technician. Python ...
Update Resolution from one SDP instance to another - Deluge
Use Case: There are scenarios where two ServiceDesk plus instances are used in an organization for different departments and requests created in one instance is duplicated in another. Similarily when a resolution is updated in one the same has to be ...
Create request from one Servicedesk Plus instance to another - Deluge
Use Case: There are scenarios where two ServiceDesk plus instances are used in an organization for different departments and requests created in one instance must be duplicated in another. This script will help fulfill this requirement. We provide ...
Set due by time in a request with value from a date time additional field - Deluge
This custom function script is used to set the due by date in the request based on the value that is set in a date additional field. This is performed using APIs for updating a request. UseCase: Request due by time will be set based on Incident / ...
Update Request with another Group when the request is approved - Deluge
Use case: Assume a requester is requesting for a gadget asset and it requires approval from their managers. This ticket needs to be moved to "Asset" group only when the ticket gets approved. Depending on the availability of the requested gadget, ...
Update request status when a new reply is received - Deluge
Use case: 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 ...
Update Request Additional fields during request create/update using Custom Trigger - Deluge
This is a sample custom function script to update the Request Additional Field Values during request create/update based on certain criteria using Custom Triggers. Refer to this link for Python ...
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