Custom Triggers settings helps you define Action rules, to automatically invoke any Custom class or Script file. These rules can be applied to a request when it is created, or received, or edited.
Add New Action Rule
1. Log in to SupportCenter Plus application using the user name and password of an Admin user.
2. Click the Admin tab in the header pane.
3. Click the External Actions icon under the Helpdesk Settings block.
4. Click Custom Triggers from the left menu. The External Actions - Custom Triggers wizard is shown. From here, you can add, edit and delete the action rulea.
5. Click the New Action link available at the top right corner of the wizard. The New Action form is shown.
6. Enter the rule details such as, the Action Name and a Description for the rule. The Action Name is a mandatory field.
7. Choose one of the two execute option from the Execute the Action drop down:
NOTE: The action rule will be applied only on changing the request properties.
8. Define rules and criteria that need to be satisfied by the incoming request. Set the criteria from Select Criteria and the corresponding Condition from the drop down, and then the individual values that need to be matched by clicking the button. The values from the database for those particular parent criteria that you choose from the drop down list opens. Select the check box beside the values you want and click OK.
9. If there is more than one criteria then you can select the option ‘and’ to match all of the criteria or you can select ‘or’ option to match any of the criteria.
10. Click Add another criteria link to add more rules with criteria and conditions following the above steps.
11. After defining the rules, you need to define the actions that need to be performed on the request matching above criteria. Select the action item between ‘Execute Class’ or ‘Execute Script’ to be performed on the request from the Choose Actiondrop-down menu.
12. By default, the Stop processing subsequent Actions check box is enabled and the execution of the action will stop once a rule is applied on a request. On deselecting this option, execution of successive action will continue (as per the action rule order) even after an action rule is applied on a request.
13. Click Save.
Once the action rule is saved, it gets listed under the External Actions - Custom Triggers wizard, as shown below:
The Custom Triggers list (shown in the above image) categorizes the action rules under the following two blocks: When a Request is created and When a Request is edited. The order in which the rules are applied on the request can be set by reordering the rules within the block. To know more, refer 'Organize Action Rules'.
From the External Actions - Custom Triggers wizard, you can edit, delete and enable/disable the rule.
Edit Action Rule
Delete Action Rule
Organizing the action rules decide the order in which the rules are applied on the request. You can organize the action rules to appear in a particular order in the External Actions - Custom Triggers wizard: