Increasingly customers are looking to automate repetitive and mundane tasks in ServiceDesk Plus. Since the introduction of Deluge, Zoho’s online scripting language, as part of ServiceDesk Plus, this has become a great deal easier. When combined with Request Life Cycle transitions, Business Rules, Custom Triggers and Custom Schedules, Deluge Custom Functions unlock a world of potential.

For example, take the task of policing on-hold requests, an often time-consuming and thankless task for Technicians. This issue can easily be solved using a Deluge Custom Function running as a daily custom schedule.

The deluge script provides the following automation:

  • Daily schedule triggered
  • Find on-hold user requests (API operation or stored report)
  • Read request last update time
  • First On-hold period met – send or trigger first update notification and write a note to the request
  • Second On-hold period met – send or trigger second update notification and write a note to the request
  • Third on-hold period – resolve request with standard resolution text to trigger normal request resolution notification.

Deluge’s ability to read and update information via data objects and API operations is extremely powerful. Whilst the above example demonstrates an internal ServiceDesk Plus automation, you can immediately see the opportunities for integration with other, 3rd party APIs to exchange data.

Why not ask our consultants what is ‘the art’ of the possible?

To discuss your ManageEngine ServiceDesk Plus automation requirements contact us here , or feel free to engage with our professional services or simply download our services datasheet.

More information:

This article is relevant to:
ConsultancyImplementationManageEngineService Desk

You may be interested in these other recent articles

Update on the recent Apache Log4j2 vulnerability – Impact on ManageEngine on-premise and Zoho cloud products

14 December 2021

A high severity vulnerability (CVE-2021-44228) impacting multiple versions of the Apache Log4j2 utility was disclosed publicly on December 9, 2021. The vulnerability impacts Apache Log4j2…

Read more

Who do I contact for technical support for my ManageEngine product?

10 September 2021

When purchasing a ManageEngine product it will either have been supplied on a subscription basis or it would have included an initial Annual Maintenance and…

Read more

Live Status Monitoring of the ManageEngine Cloud Services

3 September 2021

Live status monitoring of the ManageEngine Cloud Services in the EU data centre with details of any on-going service interruptions or incidents. Links below show…

Read more

ManageEngine Consultancy, ‘ManageEngine Made Better’

9 November 2020

There’s no doubting the capabilities of the ManageEngine suite of applications. Offering a host of solutions to meet a varied range of IT management, monitoring…

Read more

Cybersecurity? Just what is your weakest link?

4 November 2020

Information Technology is no longer the black art it once was. More and more individuals are able to access and utilise computer technology to improve…

Read more