Custom Triggers
Reject emails sent from unknown requester and send notification using scripts for 10.6 and above.
This script is specifically for builds 10.6 and above Usecase : Organizations don't want to handle/fetch unapproved contacts mails into the application. They also want to notify the end user when they send email stating-> "The Request raised by you ...
Adjust the Height and Width of a multi line additional field
Use Case: Multiline additional field sizes cannot be modified directly in the UI. These can be modified using Field and Form Rules. Execution Steps: 1. Create a new 'Multi-Line' additional field and copy the "column name" of the additional field ...
Send Auto reminders to Change Approvers after X days
Here is the script and kindly follow the steps below to achieve your requirement to send Auto reminders to Change Approvers after X days. For now, the script sends reminder for every 24 and 48 hours. This can be customized in the script. 1.Download ...
Python script to automate FCR
Please find the attached Python script on this link to automate FCR via custom trigger when the request is created and resolved by the same technician. The link contains two Python scripts with the name FCR.py (this script can be used when MSP is ...
Ability to mandate the reason for field updates in requests using custom triggers
Use case: At times, technicians may not provide the reason for request fields update as technician reassign, groups, priority and so on. This script will alert the technicians to update the reason for these request field updates. Prerequisites: ...
Hide Asset
Use case If Technicians want to hide Asset field during template loading, then the same can be achieved using Execute Script option in Field and Form Rules. Solution Edit the incident/service template from which the asset needs to be hidden, choose ...
Change Auto closure
This will be helpful in auto closing change request after X days it is in review stage. This use case is more suitable in environments where ONLY Requesters (customers) are the Change Reviewers and they want the Change to be closed if no review is ...
Script to Auto update Technician Field as Logged in User (Technician)
1. Navigate to Admin >> Incident template >> Field and Form Rule Tab * Update the script under Form Submit ->Execute Script: $CS.setText("TECHNICIAN",sdp_user.USERNAME);
Worklog - "Time Taken to Resolve" field should not be 0 value
1. Under <PROD-HOME>/custom/scripts take a backup of CustomScript.js. 2. Download the CustomScript.js. and place it in the same folder 3. Clear the browser cache once and then try to add a worklog. You should get a warning message when both the ...
How to flag a request and receive email email notification on every updates of the request.
Requirement : To flag a request and receive email notification on every update of the request. Solution : Add an additional field as 'Flag' with options Yes and No I have split the solution 2 ways 1. Receive notifications when there is an update in ...
Send email notification to requester when a note is added to a request
How it works? A report will be scheduled to run at a periodic interval which will fetch he details of the request. Once the schedules runs, the script will fetch the values from the report and sends an notification through email to the requester of ...
Disable Default Template - Using FAFR
1. Navigate to Admin>Incident Template>> Edit Default Template 2. Select Field & Form Rules Tab 3. Select On form Load 4. Make sure to select "Applies to Technicians" and set the action as Execute Script and paste the below script ...
How to pre-define 'Email IDs to notify' field in templates ?
You can set the Email IDs to notify field with a default email address auto filled for all the new tickets for a particular account This can be achieved by using Field and Form rules, however ensure that this configuration has to be done in each ...
How to diff of two Date& Time fields using FAFR
If you have two date and time additional fields or default fields, and if you want to capture the difference between those two fields in Hours and minutes, then use the below script to capture the value in an additional field, Under the respective ...
Script to send reminder emails to requester when there is no response from them for more than a specified time period
There are scenarios where if the end-user is not responding for a specified period of time they need to be reminded of the same. This can be achieved using a script. Use case: Reminder emails should be triggered to requester when the request is ...
Script to satisfy first response SLA
As of now only for the following scenarios, First response can be marked in the MSP application, * Notes addition * Worklog addition * Technicians manual response Apart from this if you want to mark any other actions in the application as First ...
How to send notification mail to the Reporting Manager when a SLA is breached ?
Use Case: When a SLA is getting breached, the technician's "ReportingTo" Manager has to be notified over email. Prerequisites: 1. Python Installation Steps : ...
How to automatically close requests that are in a specific status.
This post describes the use of a python script to close requests that are put in a specific status using Custom Schedules.This showcases the use of a feature called 'Custom Schedules' that was released in the build 9300 of ServiceDesk Plus. What is ...
Request add attachment_Python script-API
Steps for adding attachment to the request through python script-API. Extract the attached "Attachment_Python_Script.zip" >> Edit attachmentscript.py >>Mention product installed url in the base url ; update the api key; update the request id that ...