Custom Scripts
Business Rule script to stop the technician from editing the resource field in a request.
Usecase: Consider a service request that is already submitted. Now when a technician tries to edit the resource details in it, that operation should not be allowed. In the Business Rules, under execute script action we can invoke a Python script to ...
Business Rule script to stop the requester from editing the ticket after the ticket is being approved.
Usecase: Consider a new asset service request is submitted and is approved, now when the requester of it (who is a technician as per the role assigned) tries to edit the resource details, the action shouldn't be allowed. We can use the negate ...
How to implement dynamic request approval using FAFR and custom triggers.
This is a sample script written in Python to handle Conditional Approvals for Incident \ Service Requests, through Custom Triggers using Field and Form Rules. One of the advantages of using this script is that, there is no modification of the script ...
How to populate requester details in request additional field.
This sample script is to populate the requester details in a request additional field. Based on the requester name selected, we can fetch the user additional field informations using Field and Form Rules (FAFR) and populate the content in request ...
How to set due by time in a request with value from a date time additional field.
This python 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 / Service ...
How to create a request using an existing template through powershell.
This is a Powershell script that calls the ServiceDesk Plus API to create a new request based on an existing Incident or Service Request template name. UseCase: We have Considered a Service Request for 'New Hire' in this script.The Answer that is ...
How to forward a request from one Servicedesk Plus instance to another.
This is a Sample Python Script which can be used to get Data from a Existing Request in a ServiceDesk Plus instance and create a New Request in a parallel ServiceDesk Plus installation. This script can be configured under Request Custom Menu if the ...
How to update a request based on certain field values.
This post describes the use of a python script to update requests based on values in other fields ,in the same request.This action can be performed using Custom Triggers. UseCase: There are three Levels setup in the application and there are 2 ...
How to auto share requests to groups specified in the request tasks.
This post described the use of a python script to share requests to groups specified in the tasks that are associated with a request.This script can be configured under Request custom triggers and you will find more information about this here. This ...
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 ...
How to create service requests through email
This post describes the use of a python script to create a service request through email , based on keywords in the subject.When a request is created with specific keywords in the subject of a incoming mail , the custom trigger will be invoked.The ...
How to auto-create change request(s) for unplanned changes on Assets
This post describes the use of a python script to auto-create change requests for unplanned modifications on Assets using Custom Schedules. This script is applicable only for builds prior to 11138. UseCase: Multiple assets are inventoried in ...
How to proactively handle problem management in your IT environment.
This post describes the use of a python script to analyze the nature of the requests and alarms the technicians about frequently raised requests' category, and sub-category. This may help the technicians to proactively start their investigation in ...
How to auto-create worklog based on values specified in the request
This post will to help you create a worklog automatically when a request is created. This script can be configured under Request custom triggers and you will find more information about this here. This is achieved using an API call to create a ...
How to populate request details on associated tasks.
This sample script is used to update request field values into tasks associated with request templates The Request details are stored as a JSON Object in a file and its path is provided as input to the Script. This can be used in the application ...
How to email pending requests list to technician periodically
This post describes the use of a python script to email pending requests to each technician in a periodic interval using Custom Schedules.This showcases the use of a feature called 'Custom Schedules' that was released in the build 9300 of ServiceDesk ...
How to create a new change request automatically from a request.
This script is applicable only for builds prior to 11138. This is a sample python script that triggers the creation of a Change Request in ServiceDesk Plus using the Change API.The request ID of the parent request is appended to the subject line of ...
How to implement dynamic request approval through custom triggers with configurable CSV file.
This is a sample script written in Python to handle Conditional Approvals for Incident \ Service Requests, through Custom Triggers.More information about Conditional Approvals can be found in the link here One of the advantages of using this script ...
How to send custom email notifications from a request with a configurable XML file.
This sample python script is used for sending custom notifications from ServiceDesk Plus when a criteria is met.You all know that ServiceDesk Plus has notification rules and customizable templates to notify requesters, technicians, and other stake ...