Custom Triggers - Requests

Custom Triggers - Requests

Custom triggers execute automated actions following certain events in a request.

Define Trigger Group 

Custom triggers are categorized and executed in trigger groups. Trigger groups are used to apply multiple rules on a request.
To create a new group,
  1. Go to Admin > Automation (Request Management in old UI) > Custom Triggers.
  2. Click Trigger Group.
  3. Provide a Name and Description.
  4. Click Save or Save and Add New.

Define Triggers

You can define triggers when the following events occur:
  1. Created
  2. Edited
  3. Approved
  4. Rejected
  5. Deleted permanently
  6. Moved to trash
  7. Reply received
Provide Necessary Details:
Field Name
Trigger Name*
Give the trigger an appropriate name.
Describe the trigger usage.
Dropdown : Execute on actions
Choose the events to execute the trigger. By default, Created is selected.
Approved, Rejected, Reply Received and Deleted Permanently cannot be combined with any other option. 

Radio buttons: Execute during
Choose the duration to execute the trigger - any time, within operational hours, or outside operational hours. By default, Any Time is selected.
Radio buttons: Cascade Execution
Decide the order of the subsequent applicable triggers. You can:
  1. Apply the next trigger configured in the list view.
  2. Skip the remaining triggers in the current trigger group and execute the next trigger group, if any.
  3. Skip all remaining triggers across all trigger groups.
Specify Criteria:
Radio buttons: Execute rule when the criteria is met
(Displayed only if the trigger is applicable on edited requests)
Choose to execute the trigger:
  1. Every time a request is edited
  2. Only if a field specified in the criteria is edited in the request


Choose the criteria to be satisfied for the trigger to be applied.
  1. Select column, criteria, and the value.
    1. In the Column drop-down, you can select sub-fields by clicking > beside the field name.
    2. For certain fields, you can enter $ in the value combo box to configure the criteria based on dynamic input.
  2. Click  to add multiple criteria using AND/OR operators.
  3. Drag a criteria over the indentation space below another criteria to add it as sub-criteria. Criteria containing sub-criteria are denoted with a drop-down icon.
You can configure up to 50 criteria in a trigger. 

Configure Actions:
You can choose to perform the following actions on requests when the rule is applicable:
  1. Notifications
  2. Custom Functions
  3. Execute Scripts
  4. Execute Class
  5. Webhooks
  6. If-If
  7. If-Else
After configuring the custom trigger, click Save.

List View Actions

From the custom triggers list view page, you can manage trigger groups and custom triggers with various actions as listed below:
  1. View Triggers in a Trigger Group: Click  beside a group to view custom triggers configured within a group.
  2. Enable/Disable Trigger: Use the Toggle button to enable/disable a custom trigger.
  3. Organize Groups: Click Organize to set the order in which the trigger groups should be executed on a request.
  4. Organize Custom Triggers: Hover over a trigger group and click Organize to set the execution order of custom triggers within a trigger group.
  5. Cascade Execution: Modify the subsequent applicable triggers by clicking the drop-down beside each trigger.
  6. Edit Group: Click beside the required group name.
  7. Edit Custom Trigger: Expand the trigger group and click beside the required trigger.
  8. Delete Group: Select the required groups and click  .
Deleting a trigger group will also delete all triggers configured in the group. 
  1. Delete Custom Trigger: Select the required rule and click .
  2. Move Triggers Across Groups: Move triggers across groups. Select the required custom triggers and click Move to Group.

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