Auto share requests to users in the field 'email ids to notify'Monday, October 28, 2019 - by Keith A. Smith
I have implemented the ManageEngine ServiceDesk numerous times over the past few years. In the most recent instance, I created a tiered structure and escalation process for the technicians. The technicians at tier1 would need to escalate any request that is beyond their scope of the resolution.
The Challenge The challenge was that when their requests were escalated to tier2, they would lose visibility to the request unless the request was shared with them. To share the request, they would input their e-mail into the "e-mail Id(s) to notify" field on the request, then click on share request and add themselves to the request before the request is escalated. These steps were time-consuming, and it took many clicks to accomplish this task. The Solution To make this process more efficient, I have published the python code that will set up an auto-share to users in the "e-mail Id(s) to notify" field on the request. The Steps
To get this to work you need to
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