This document lists down a few use cases for custom triggers. Ensure that you place the script in a text file under [MSP_Home]/integration/custom_scripts/executor_files directory.
Add Request Approvals
In MSPs that provide multiple services with varying approval process, you can invoke the given custom script to implement dynamic request approval using field and form rules.
2. Configure two-level approval with a specific approver
All requests raised in the helpdesk needs approval from the requester's reporting to user. You can invoke the custom script to configure a second level approval with the reporting to user of the first level approver.
Share Request
The deluge scripts to share requests with various users/technicians are bundled as sample scripts in the application. Given below are the python equivalents with minor modifications:
1. Share request to users specified in a request field
In requests involving technicians who do not have access to the request, you can invoke the given custom script and share the request with the specific technicians.
2. Share requests to groups specified in the request tasks
In requests involving tasks handled by multiple user groups, you can invoke the given custom script to share requests to the corresponding groups.
Update Request
You can use custom triggers to update the request upon specific request activities. Given below are the use cases and the corresponding links with detailed instructions to configure the custom triggers:
Other Actions
1. Close parent request only if all the linked requests are closed
In cases where a request is split into various sub-requests handled by different technicians/user groups, you can invoke the given custom script to ensure that all sub-requests are resolved/closed before resolving/closing the parent request.
2. Close all linked requests when a parent request is closed
In cases where the same issue is reported multiple times, you can link all the requests to a single request. When this parent request is resolved/closed, you can invoke the given custom script and ensure that all linked requests are also resolved/closed automatically.
3. Set Backup Approvers using request information
You can automate the process of assigning backup approvers for requests by invoking the custom script.
4. Auto-create a change via a service request
In service requests raised to create a change, you can invoke the given custom trigger to create a change and capture the change details with the right combination of Resource Questions and Field And Form Rules.
5. Add CAB based on change risk
With custom triggers, you can configure dynamic addition of CAB approval based on the change risk provided.
6. Add checklist based on request properties
You can configure a custom script to associate checklists based on the additional field values and the answers provided for resource questions.
You can assign the change requester's reporting to user as the line manager by invoking the given custom script.
8. Raise requests in a different instance
In organizations that use multiple ServiceDesk instances for different departments, you can invoke a custom script to duplicate a requests from one instance to another instance.
When multiple requests are created for the same issue, you can merge them as a single request using custom triggers.
10. Append request details in Task Subject / Description
You can invoke this custom script to append the request details in the subject/description of tasks triggered from the request.
11. Set SLA based on request properties
You can use this custom script to modify the SLA of a request based on different request properties.