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?
This article is relevant to:ConsultancyImplementationManageEngineService Desk
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