REQUIREMENT: When a technician creates a request and a task is added under the request, the task owner should be the same technician. TESTED IN: Builds 14503 (Postgres) STEPS: 1) Under "Admin" > "Task Custom Functions," create a new custom function ...
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, when the technician replies to the customer the ticket status should be changed to "On-Hold". Steps ...
Usecase: Close a request when the requester replies to the ticket with close phrase. Steps to follow: 1.Goto Admin > Developer Space > Global function > New > Paste the content from the attachment Global function_4.txt and save it with a name. ...
When a technician responds to an unassigned request, the corresponding ticket will be automatically assigned to the specific technician. Tested in: Build 14306 (Postgres) Steps: Download the attached scripts. Under Admin > Developer Space > Global ...
"When a Change Request is created, the Line Manager role will automatically be assigned to the user specified in the 'Reporting to' field of the particular Change Requester. Tested in builds: 14300 and 14303. Download the scripts attached. Global ...
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 ...
Please follow the below steps to send mail to the users who haven't logged in for the last X days: Step 1: Navigate to Reports--->New Query Report--->Execute the given query--->Now the report will be generated. Step 2: Save the report with a name ...
From Builds 10600 and above Follow the below steps and based on the update we need to create a custom trigger based on the action set under the SLA escalation notification and then with the help of that we can execute the custom trigger and the ...
This KB will help you to get the notification about based on the site to a technician. Please follow the below instructions. Please navigate to Admin >> Request timer action >> Add new timer action. Please configure the below in the application. ...
Steps to configure: 1. Download the attached scripts. 2. Go to Admin >> Global Functions >> Copy & Paste the attached Global_function_4.txt save it with a name along with the parameters mentioned in the below screenshot. 3.Go to Admin >>Change Custom ...
Tested on build 10600: 1. Download the attached zip file and extract the same. 2. Go to Admin > Request Custom Functions > Global function > New > and paste the content from the configuration.txt file and save it with a name as shown below: 3. Update ...