Custom Triggers for Approval Level   

Use custom triggers to automatically set off predefined actions when an approval level matches a defined criteria. You can configure email/SMS notifications, custom functions, or even custom scripts as custom actions. 

Custom triggers are categorized and executed through trigger groups.

Role Required: SDAdmin or HelpDeskConfig 

Create Trigger Group      

To Create a new Trigger Group,

1. Go to Admin > Automation > CustomTriggers > Approval Level.

2. Click +Trigger Group.

3. Provide a Name and Description for the group.

4. Click Save or Save and Add New.

To create a new Custom Trigger,

1. Hover over the required group and click Add Trigger.

2. Fill out the displayed form using the following pointers:

• Trigger Name: Provide a name for the trigger.

• Description: Describe the trigger or add relevant notes.

• Execute on actions: Choose whether the trigger should be executed when the approval level is Created, Level Approved, and Level Rejected.

• Execute during: Using this option, you can choose to execute the trigger only within or other than operational hours. The default choice is Any Time.

• Cascade Execution: Use this option to modify the order of the next applied trigger. You can choose to skip all remaining triggers in the current group or even across all groups.

• Criteria: Choose the criteria for requests using the drop-down lists. You can configure up to 50 criteria in AND/OR combinations for a custom triggers.

  • You can also configure multiple sub-criteria for a given criteria. The sub-criteria will be further checked for a request after the criteria is verified.
  • For fields such as Requester, Technician, Groups etc., you can configure criteria for dynamic input using placeholders such as $All my groups, $Logged in user, etc.
  • For fields such as Status, Created by, Department, etc., you can configure criteria based on the corresponding sub-fields by clicking > beside them.

• Execute Rule when the criteria is met: This option is available only if you have chosen to apply the trigger when a request is edited. Choose whether the trigger must be applied only for the first time or every time the criteria is met.
• Actions: Configure the actions to perform when a request satisfies the specified criteria. You can choose to trigger notifications (via email/SMS), execute custom script, class or custom function. You can choose to Override request values with Custom Trigger values using the toggle button available under each action.
• Learn more about each custom action here.
• Click Save.