Solution time update - custom script or other options

Hi,
I have a question regarding the Solution time update.
As far as I know, Solution time is set by the Queue or SLA settings. This is our standard workflow for Solution times.
Now I have a customer where tickets sent by the customer have custom solution times. Solution time is included in the subject field: Ticket xxx: solution time 10.10.2024, 18:00.

With the help of regex I can take the solution time from subject and paste it to the Dynamic field ITSMDueDate. Then add these field to the dashboards or to the ticket view. Unfortunatelly this is not enough. I have to set the solution time for each ticket based on the solution time from subject ( it is easier to manage the ticket priority ).

There is no way to set it through postmaster filters (no solution time field to update).
I was thinking about creating a custom script that will run on generic agent for this customer queue and set the Solution time based on:
1. get the current time
2. get the solution time from subject
3. do the math if solution time needs to be set in unix format
4. update the solution time

Could you please tell me if this is possible? I have never used or written any custom scripts.
Maybye there is another way to do it?

Regards, Michal.

Statistics: Posted by michalborkowski — 03 Oct 2024, 08:42 — Replies 0 — Views 89

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