BR script to stop the request status update operation performed on a request that is not assigned with a technician.
This Sample Python Script is used to "negate" the request status update, if the request is not assigned with any technician.
Usecase: Consider a technician is trying to resolve a request that is not associated to any technician. Any technician should either pick up the ticket on their name or update the technician field before moving the ticket to resolved status.
For this usecase, we can have two solutions.
1. Negate the update operation and intimate the technician to assign the ticket to a technician before updating the status.
2. Update the technician details with the logged in user information.
Requirements:
1. Python Installation Steps : https://support.servicedeskplus.com/portal/kb/articles/setting-up-the-application-server-to-run-python-scripts
2. functions.py : This package consists of all the functions that are used to handle the standard requirements of the customer. Most repeated requirements are written as separate functions. Depending on our usecase, we can include these functions in our script.
Execution Steps:
1. Script is attached for both the usecases.
1. Extract the ZIP file under ..\ManageEngine\Servicedesk\integration\custom_scripts - folder.
2. For BR Scripts: Go to Admin > Business Rules > give a rule name> Action: Execute script > "py update_reqv3.py $COMPLETE_V3_JSON_FILE and set the criteria as "Service Category=Communication"
3. Script is attached for both the usecases. update_reqv3_1.py for first usecase and update_reqv3_2.py for second usecase.
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