User Defined Action

User Defined Actions are custom actions that automate the creation of requests, custom module records, and their subentities across instances.

Role Required:

Request Workflows and Request Custom Triggers - SDAdmins or HelpdeskConfig

Custom Module workflows and Custom Module Custom Triggers - SDAdmins

User Defined Actions can be configured from the following places:

Automation	Supported Modules
Workflows	Requests and Custom Modules
Triggers	Requests and Custom Modules
Custom Actions	If-If and If-Else actions within request custom triggers

A user-defined action configured in a workflow or trigger can be reused in other workflows and triggers within the same instance.

Action Execution

In workflows: Actions are executed when the workflow reaches the User Defined Actions node.
In triggers: Actions are executed when the trigger criteria is met.

Create User Defined Actions

In workflows, drag the User Defined Action node into the workflow editor.

In custom triggers, under Actions, select Custom Action > User Defined Action.

Select the required instance from the drop-down. Instances are displayed based on the permissions of the logged-in user.

The supported operations are listed based on the selected instance.

Module

Supported Operations
(Same instance as workflow)

Supported Operations (Different instance)

Requests

You can create:

Requests
Child Requests
Request subentities such as tasks, notes, and checklists
Announcements
Custom module records

You can create:

Requests
Announcements
Custom module records

Custom Module

You can create:

Requests
Announcements
Custom module records
Custom module subentities such as tasks and checklists (only if subentities are configured in that module)

You can create:

Requests
Announcements
Custom module records

An illustration of operations supported in the same instance as workflow

An illustration of operations supported in a different instance

Configure Actions

Hover over the required operation and click New. You can add up to 100 actions for an operation in an instance.

The form loads dynamically based on the selected operation. Fill out the required fields.
To copy or map a value from the parent request or custom module, click the Properties icon beside the field and select the source field. (Applicable only for specific fields.)

If the Requester field is mapped using Properties and the user does not exist in the selected instance, the Requester field will be updated to System User.

Create Child Requests

You can create child requests by selecting Add Request and choosing Child Request in the Association field.

The created child request appears under the Associations tab in the parent request’s details page.

Only fields mapped using Properties are copied from the parent request to the child request.

Define Node Execution (Workflows Only)

While configuring actions, you can use the following options in the form footer to control the node execution:

Wait for Request/Task/Checklist Completion - Pauses workflow execution at this node until the selected entity moves to a Completed status. (Applicable for adding requests, child requests, tasks, and checklists.)
Wait for <_field> to reach any completed state (Custom module records only) - Pauses workflow execution at this node until the added record is completed.
Set up alternate path if there's an error - Defines an alternate workflow path to execute if an error occurs during action execution.

Click Save or Save and Add New to complete the configuration.

To use an existing action, click the required operation and select from the available list. You can edit or delete existing actions as needed.

Execution and failure history of User Defined Actions are recorded under the parent module.

Deleting a workflow or trigger will not delete user-defined actions if they are used elsewhere.

Sample use case for configuring User Defined Actions in Request Custom Triggers

Scenario: Laptop Provisioning

When an employee requests a laptop, the IT team must set up the device, install software, prepare the required accessories, and track asset handover. Instead of adding tasks, checklists, and notes manually each time, you can automate these steps by using User Defined Actions in request custom triggers.

Trigger Condition

Event: Created
Criteria: Template - Request a Laptop

User Defined Actions Configured in the Trigger

Configure the trigger to run the following actions when the predefined criteria is met.

1. Create Tasks Automatically

Add user-defined actions to create the following tasks:

OS installation
Software installation
Hardware diagnostics
Prepare accessories

2. Add Notes Automatically

Add a user-defined action to insert a note after the tasks are created, helping technicians understand that the tasks were generated through an automated provisioning process.

3. Add a Checklist Automatically

Configure another user-defined action to add a checklist to the request, ensuring technicians complete all required steps before closing the request.

Include checklist items such as:

Laptop provided to the employee
Accessories issued
Asset details recorded in inventory

This setup ensures consistent and efficient handling of laptop provisioning requests.

An illustration of the custom trigger with user-defined actions applied to a request