Custom Triggers are used to configure automated actions for incoming records that fulfill certain preconfigured criteria.
You can automate several processes, such as sending customized email notifications, creating a new record based on resource field information, or setting up integration with third-party applications.
Role Required: SDAdmin
To configure custom triggers, go to Admin > Automation > Custom Triggers > Custom Module.
When an incoming record matches certain conditions, you can configure for specific actions to be performed automatically. The conditions refer to values that the record fields must contain when the record is created, edited, deleted permanently, or moved to trash.
Custom triggers are categorized into groups.
To create a New Trigger Group,
Click Trigger Group.
Provide a Name and Description for the group.
Click Save or Save and Add New.
Hover over the required group and click Add Trigger.
Fill out the displayed form using the following pointers:
If you choose Edited, you can specify whether the custom trigger action should execute every time the record is edited or only when a field specified in the condition is updated and the condition is fully met.
The Moved to Trash feature will be available only when the Trash option is enabled on the custom module details page within the Admin section.
Cascade Execution: Choose the sequence in which the triggers must be executed:
Execute next rule: Apply the next trigger rule configured in the list view.
Skip remaining rules in this group: Skip the remaining triggers in the current trigger group and execute the next trigger group, if any.
Skip remaining rules across all groups: Skip all remaining triggers across all trigger groups.
Condition: Define the conditions of the incoming record. You can choose to apply any conditions based on criteria and apply no conditions.
Apply conditions based on criteria - Choose the criteria by using the drop-down lists. You can configure up to 100 criteria using the AND/OR operations.
Apply no condition - The custom trigger action will be executed on all incoming records.
Execute Rule when the criteria is met: This option is available only if the trigger must be applied on edited records. Choose whether the trigger must be applied only for the first time or every time the criteria is met by incoming records.
Actions: Configure the actions to be performed when a record satisfies the specified condition. You can trigger the following actions:
Click Save.
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Custom triggers are configured to execute various actions for records that fulfill specific incoming criteria.
In ServiceDesk Plus, you can choose from six custom actions for your custom triggers, as follows:
You can use custom actions to send email and SMS notifications to users you want to notify by using placeholders, users, or organization roles. You can also create new templates for these notifications and save them.
To configure a notification, go to Select Custom Action > Notification Action.
The email notification template window opens. Click the Template field and choose the required template.
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Choose a template and select users you want to notify by using placeholders, users, or organization roles.
You can also use additional fields as variables.
Click New to create a new template.
Provide a template name and select the Mode: SMS/Email.
Provide a relevant subject.
User Defined Actions are custom actions that automate the creation of requests, custom module records, and their subentities across instances. To learn more, click here.
Custom functions allow you to manipulate data in ServiceDesk Plus and other external applications. customModuleObj and context are the arguments supported in custom functions.
To configure custom functions as a custom action:
Under Actions, select Custom Action > Custom Function.
Select the custom function to be executed or click New to create a function instantly.
Click Save.
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To learn how to write custom functions, visit this page.
Execute script allows users to modify the application's behavior and UI. In a script file, you can program the actions to be performed.
Follow the steps described in the document given below to program the required actions effectively.
Writing Custom Script files (A sample Python file)
The If-If action allows you to bundle multiple custom actions and execute them when the specified criteria is met. Learn more.
You can configure only one If-If action for a custom trigger.
Configure If-If Action
Under Actions, click Select Custom Action > If-If.
Configure the criteria using the drop-down lists. You can create up to 10 criteria using AND/OR combinations.
Configure actions using the available options: Notification Action, Custom Function, Execute Script, or Webhook.
Click Add If block to add another block or click Update.
You can use the If-Else action to configure actions when the criteria is met and when it is not met. Learn more.
You can configure only one If-Else action for a custom trigger.
Configure If-Else Action
Under Actions, click Select Custom Action > If-Else.
In the If block, configure the criteria using the drop-down list. You can add to 10 criteria using AND/OR combinations.
Configure actions using the available options: Notification Action, Custom Function, Execute Script, or Webhook. You can configure up to five actions in each block.
To add an Else-If block, click Add Condition and configure criteria and actions.
After defining If and Else-If blocks, configure an action in the Else block and click Update.
