Custom Triggers
Auto-update due date time field based on the onhold scheduler
Please follow the below steps. 1.Goto Admin > Developer space --> Custom Functions > Global function > New > Paste the content from the attachment configuration.txt and save it with a name. 2.Update the URL and technician key in the script. Refer to ...
Assign Technician for the unassigned requests using Notification Custom Function
Requirement: When a technician addresses an unassigned request, the corresponding ticket is automatically assigned to that technician. Steps to configure: 1. Download the attached scripts. Copy the contents into Notification custom functions. 2. Goto ...
Custom script to add requrest ID and text (based on cx preference) to subject in a request Template
When a request is created cx wants to update the subject automatically with a text "SAGA" followed by request ID and subject, for all requests with any criteria. Subject Format : "SAGA" + ticket number + subject Please follow the below steps: 1. ...
Option to cancel the pending tasks when Request is cancelled- when the worklog is mandatory
Requirement: Customer needs to close the tasks when the request is closed and the worklog is mandatory field in request closing rules. Download the attached scripts. Under Admin > Developer Space > Global Custom Function, create a new custom ...
Script to send approvals to the users using distribution list
Request additional fieldCreate a Single Line Request additional field common for incident and service with name 'Last Approval Comments'. Replace the api name in the below function. Global functions 1) Function Name - Get Configurations Return type - ...
Update_Request_Status when the requester replies to the request using the Notification Custom Trigger
Overview: After upgrading to 14.3--->Under customer trigger "Reply Received" actions have been removed and instead of that Notification Custom Trigger has been implemented. When the requester replies to the request, the request status needs to be ...
Announcement notifications to all users of affected Accounts
Overview The below document explains the steps needs to be configured for sending notifications to all users of accounts, using announcements. How It works * Create a Group email alias for each account, such that sending mail to this group email will ...
Dynamic loading of field data from an external CSV file - tested in 14.2 version
Requirement: Load data to additional fields dynamically from an external CSV file based on another field value. Usecase: Assume, a request template includes three additional fields: 'Client Code,' 'Client Name,' and 'Client Address.' When a pick-list ...
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 : Example: 202305221125001 ...
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 ...
Announcement notifications to POC of Accounts - Compatible for 14000
Announcement notifications to POC of Accounts Overview The below document explains the steps needs to be configured for sending notifications to Point Of Contact(POC) of accounts, using announcements. Implementation To achieve this requirement, we ...
Script to automatically close change that have passed their scheduled time.
Please follow the below steps. 1. Go to Reports tab --> New query report --> copy the query to the query editor and run the report. Save the report in the folder. The query is available in the attachment (query.txt). Modify the status in the query. ...
Script to send custom reminder notification to notify task owner based on scheduled start and end time.
Prerequisites: 1. Python Installation Steps : https://pitstop.manageengine.com/portal/kb/articles/how-to-setup-python-on-the-server 2. functions.py : This package consists of all the functions that are used to handle the standard requirements of the ...
Custom script to skip approval if the requester is a VIP user
User based approvals When a requester creates a new request, the system should check if the requester is a VIP (Top Management) user : If the requester is a VIP , then skip approval workflow related to the service ; Else, trigger the approval ...
Custom script to add content from an additional field next to subject in a request Template
Please follow the below steps: * Open the desired request template and Navigate to Field and form rules. * Click "on field change" and create new rule. * Set rule execution as "On Create / Edit" * Set "Execute script" as action. * Add the below ...
Deluge Script to show request attributes in Task Subject / Description from builds: 10600 and 14306
Requirement: To show the request field values such as Request Type, Status etc., or the additional field values in the Task subject/description. Use case: When a task is triggered from a request, it should contain the request details (configured) in ...
Deluge script to send Approvals based on the department of the requester raising the ticket.
The following script can be used to send approvals based on the department of the requester raising the ticket. The following script will work from builds 10605 in Service requests, due to a known issue which was fixed in 10605 SDPMSP-18560 1: ...
Script to Populate User Additional Field under Incident Template using FAFR
The script load the Requester Name under Incident Additional field ( As a pick list), by choosing the requester name under additional field the script populates the user additional field value. * Kindly create two additional fields under Admin -> ...
Script(Deluge) to send approvals based on the Picklist value selected in additional field.
From Builds: 10605 Please follow the steps below on how to configure and send approvals based on the values selected in Picklist of Additional field. 1: Download the attached zip file. 2: Navigate to Admin>>Incident/Service catalog additional field ...
Script to create worklog automatically based on technicians leave
You need to install Python to achieve the below. You can follow this link to install Python. (A) Create two incident additional fields with Date/time property as below: 1) Start Date 2) End Date Associate these additional fields in your Request ...
Hide Rocket Notification Icon
Please follow the below mentioned from build 10600 and above: 1. Go to Admin > Page Scripts > click 'New Rule'. Give the rule a suitable name. 2. Define the conditions as per your requirement. 3. Under Actions click 'Write Custom Script' and paste ...
FAFR - How to show only specific categories in a request template
Use case There are scenarios where on a particular template only selected categories should be available as an option. Solution Under Admin >> Incident Template >> Field and Form Rules Tab, create a rule as specified below Script: ...
Script to send notifications when an Emergency change is raised.
Use case The script will send email notifications to the address configured inside the script whenever an Emergency change is raised. Pre-requisite - Python should be installed in the server and configured. You can review the instructions here Steps ...
Script to send multiple license expiry notification in Software License/Agreement
We can set only 1 notification for the license expiry. Using custom schedule multiple expiry notifications like 90 days before, 60 days before and 30 days before can be achieved using script. Prerequisites: 1. Python is a third party software that ...
FAFR - How to mandate field when SLA is overdue
1. Under Admin >> Incident Template >> Edit the template in question 2. Choose field and form rules and apply the below script On Form Submit var duebyDate = $CS.getValue("DUEBYDATE"); var currentDate = new Date(); if(currentDate>duebyDate) { ...
How to disable the Created Date field for technicians
1. Roles Under Admin >> Roles >> Disable the below access The above option will disable the user from modifying Created Date, Resolved Date, Dueby Time. 2. Field and Form Rules If the requirement is to disable only Created Date field. Under Admin >> ...
Script to Automatically add an Email in all responses
Using this script you can notify a user about all tickets created and their responses. The user will be automatically cc'ed in all tickets. You Should install Python in the SDP MSP installation machine to run this script. Detailed steps are mentioned ...
Script: Update priority when the subject contains urgent or emergency
1.Download the contents and paste it under \ManageEngine\ServiceDeskPlus MSP\integrations\Custom_scripts. 2. Modify the subject in the script as per the requirement. 3. In the configuration.json, configure the URL and technician key. 4. Configure ...
Hide templates from drop-down while using a specific template using FAFR
The below script can be used in the respective incident template under Form Load section of Field and Form Rules. if(["Application Crashes Frequently","New incident"].indexOf(jQuery("select#template_box").select2("data").text)==-1){ ...
Send notification based on custom date additional field using Python Script
1.Download the contents and paste it under \ManageEngine\ServiceDeskPlus-MSP\integrations\Custom_scripts. 2.Go to Reports tab --> New query report --> copy the query to the query editor and run the report. Save the report in the folder. SELECT ...
Disable Mandatory Criteria in Custom Triggers
1. Stop the application. 2. Please take a backup of the application <OR> take a Snapshot of both the Servers (Application & Database). 3. Connect to your database 4. Execute the below query : update globalconfig set paramvalue='true' where ...
Script: Acknowledge User by e-mail when the request is updated (with changed value)
We can achieve it by using the Custom Trigger feature along with a python script. We can set a trigger based on which the script will execute. As the notification needs to be sent when there is an update in the Request fields. It's better to save the ...
How to add a URL link to a Pop Up/Alert in FAFR ?
Please use the below script as mentioned. Replace the link with the desired link. alert ("please check below link"); window.open("https://www.manageengine.com/products/service-desk-msp/readme.html"); Refer below link for FAFR config if required, ...
Script to add worklog using custom schedule
What is a Custom Schedule? Custom Schedules are actions scheduled on a specific date and time with or without repeat frequency. The actions are specified in a customized script file. Any data from ServiceDesk Plus can be sent to the script through ...
How to open a link using FAFR
Based on the condition, the below script can be used to open a new link Open the link in the same tab window.location.href = "link"; Open the link in a new tab window.open("link here");
Script to find the actual SLA of an Incident
Use case When an incident is logged, the timer for the SLA is started. However, the actual incident might have occurred hours before the incident creation. In order to find the actual time of SLA, we can use a python script. Pre-requisite Python ...
How to generate a Pop Up for certain action in requests ?
You can add a rule under Admin->Incident Templates->Edit template->Field and Form rules as shown below. Note you can choose the criteria as per your requirement.
FAFR - Sample script to have the additional field value appended to the actual subject line
Here is a sample script to be used in FAFR to have the additional field info appended to the actual subject line, var contract=$CS.getValue("WorkOrder_Fields_UDF_CHAR5"); var subject=$CS.getValue("SUBJECT"); var new_subject = subject + " : " + ...
How to stop requests from a domain and send notification to the user for a specific account
Use Case When a particular account can only raise requests using Self Service Portal and not via email, the script will allow you to send a notification that the request is not raised and to create a request using Self Service Portal. Pre-requisite ...
How to change status once a request has been approved or rejected
Prerequisite - A python environment should be configured in the SDP-MSP Server. Instructions here. - Under Admin>Self Service Portal>Do you wish to enable On Hold scheduler when your requests are put on hold?>Should be set to 'NO' Instructions ...
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