Custom trigger - FAQs  

1. When does the $COMPLETE_V3_JSON_FILE file get created? Does it happen always? I can’t find it in the SDP MSP_Home\integration\custom_scripts\request\ folder. 

Yes, a file is created each time $COMPLETE_V3_JSON_FILE is passed as an argument to the script. However, after the script is executed, the file is deleted. If you want to use this file, include instructions in the script to copy the file to a different location.

2. According to instructions, the $COMPLETE_V3_JSON_FILE file should be in the SDP MSP_Home\integration\custom_scripts\request\folder. But that folder never gets created in that location. 

If the folder is not created in the location or if $COMPLETE_V3_JSON_FILE is always empty, it could be due to a privilege issue. Ensure that there are sufficient permissions to create a file in the mentioned location.

3. $complete_v3_json_file is always empty, and I have sufficient privileges. What could be the problem? 

Check the casing of the file you’ve used. Always use $COMPLETE_V3_JSON_FILE and not $complete_v3_json_file because all parameters are case-sensitive.

4. Does $COMPLETE_V3_JSON_FILE include request additional fields? 

Yes, $COMPLETE_V3_JSON_FILE includes request additional fields values.

5. Can the request additional fields be sent as an argument to the custom script? 

No, a request additional field cannot be sent as an argument to the custom script. However, the $COMPLETE_V3_JSON_FILE will have additional field values, which can be used.

6. I would like to trigger an action whenever the requester replies to the ticket or when a note gets added to the ticket. Is it possible using Custom Triggers? 

No, as of now, a new conversation/reply to the ticket or adding a note to the ticket is not considered as a request-edit. So, an action cannot be triggered when a requester replies to a ticket.

7. I am not sure if the script is executed. I do not see any logs added to the System Log Viewer. Where can I check to see whether my script has run?

Go to the History tab in the request. You may find the following entries:

     Action by <technician> on <date_and_time_of_execution>

     Action menu "Action Executed is :<your_action_name>" invoked

     Action by <technician> on <date_and_time_of_execution>

     Action Executed is :<your_action_name>

     Message: <message_given_in_the_script>

To debug your script, you can add the script to the Custom Menu and invoke it to see if it’s working, rather than waiting for a request to trigger the action. After making the      necessary changes to the script, delete the custom menu and add it as an action to custom triggers.

8.The message on the History tab says, "JobExecution failedin ExternalActionJobExecutor: java.util.concurrent.ExecutionException: java.io.IOException:Cannot run program “py”". How do I solve this? 

This exception occurs when Python is not installed in the server. So, install Python in the ServiceDesk Plus  MSP server and set its path in the Environment Variables of your server.