Keith Smith - My Blog

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
  1. Install the newest version of python on the server that has the ManageEngine ServiceDesk installed, be sure to click the custom installation option during the setup. You will need to install all the optional features along with all the advanced options during the setup.
  2. Reboot the server
  3. Clone or Download the master branch from the GitHub repo or run a git clone
  4. Place all the files and folders from the python libs in the Python\Lib\site-packages folder on your server
  5. Place in the \ManageEngine\ServiceDesk\integration\custom_scripts folder on your server
  6. Generate an api key that doesn't expire and copy it to notepad, you can generate this api key from within the ManageEngine ServiceDesk.
  7. You need to edit the, inside this script you need to add the api key you generated on line 17 and update line 13 with URL of your ServiceDesk instance.
  8. Create a folder named request in \ManageEngine\ServiceDesk\integration\custom_scripts folder on your server
  9. Now login to your ManageEngine ServiceDesk and go to the admin tab then click on the custom trigger under the helpdesk customizer
  10. Click the add new action button
  11. Match the settings as the same as the screen shot below


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