Define Rules, Automations, Plans, and Lifecycles
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 SCP 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 ...
Custom Triggers for Approvals
Use custom triggers to automatically set off predefined actions when an approval matches a defined criteria. You can configure email/SMS notifications, custom functions, or even custom scripts as custom actions. Custom triggers are categorized and ...
Custom Triggers for Notifications
Use custom triggers to automatically set off predefined actions on a notification that matches the criteria. You can configure email/SMS notifications, custom functions, or even custom scripts as custom actions. Custom triggers are categorized and ...
Custom Triggers for Notes
Use custom triggers to automatically set off predefined actions on a note that matches the criteria. You can configure email/SMS notifications, custom functions, or even custom scripts as custom actions. Custom triggers are categorized and executed ...
Custom Triggers
Custom Triggers enable you to customize automatic workflows for requests, projects, changes, tasks, notes, notifications, approval level, and approval. This feature helps automate several processes, such as setting up multiple approval stages, ...
Sample Python Script for Business Rules
Use Case Support rep mustn't be allowed to change the request status to Waiting For Purchase unless the request is approved. Below are the list of Packages used in the script import sys, requests import json,os import datetime ################ Method ...
Executing Custom Function in Business Rule
By executing custom functions in business rules, you can manipulate data in SupportCenter plus and other external applications. requestObj and context are the arguments supported in custom functions. Choose the required custom function from the list ...
Business Rules for Notifications
Business rules are used to automate certain actions for notifications that fulfill certain incoming criteria. Some of the actions that can be automated using business rules for notifications include pausing specific notifications or turning them off ...
Business Rules for Notes
Business rules are used to automate certain actions for notes that fulfill certain incoming criteria. Some of the actions that can be automated using business rules for notes include making the notes public for all users or making the notes available ...
Business Rules for Request
Business rules are used to automate certain actions for requests that fulfill certain incoming criteria. Some of the actions that can be automated using business rules include assigning groups, support reps, status, and priority. You can now create ...
Execute Scripts in Business Rules
With Execute Script action in business rules, you can validate requests and update field values to automate request workflows. You can use scripts for validation of requests that involve complex conditions or requests that use third-party application ...
Write Custom Script in Python
You need working knowledge of: JSON Python Custom Script File Structure Import required packages Get input arguments Implement the logic Return JSON Frequently Used Packages Package Usage Sys Fetches the input arguments json Manipulates JSON data ...
Custom Actions
Custom actions refer to user defined actions that can be performed on different entities across modules. For a custom action to be performed on an entity, it should be used with automation rules, subject to the availability of support. Availability ...
Custom Triggers - Tasks
Use Task Trigger to automatically trigger any 'Action' on a task using a script file or a custom function. You can define rules and apply predefined actions on tasks that match those rules. Triggers come in handy when performing actions in other ...
Top up Plan
Top up plans are used to add allowances to contracts on prepaid support plans. You can add a top up during the existing bill cycle. To create a top-up plan: 1. Go to Admin>>Billing>>Top-up Plan. 2. Click Add New Top up Plan to go to the relevant ...
Support Plan
Support Plan allows you to define the billing cycle, billing mode, charging etc. To create a support plan: 1. Go to Admin>>Billing>>Support Plan. 2. Click Add New Support Plan to go to the relevant form 3. Now, provide the relevant details as ...
Bill Rule
SupportCenter Plus allows you to define bill rule to charge requests based on configured criteria. To define a bill rule: 1. Go to Admin>>Billing>>Bill Rule. 2. Click Add New Bill Rule to go to the relevant form. 3. Now, provide a relevant name ...
Support Rep Auto Assignment
SupportCenter Plus allows you to configure automatic assignment of support reps to requests based on various criteria. To configure Support Rep auto-assignment: 1. Go to Admin>>Users>>Support Rep Auto Assign. 2. Click the checkbox Enable Support ...
Task closing rules
SupportCenter Plus allows you to define various rules for closing a task such as mandating fields and customizing task status. To define task closing rules: 1. Go to Admin>>Helpdesk Customizer>>Task Closing Rules. 2. To mandate task fields for ...
Request Closing Rules
SupportCenter Plus allows you to define various rules for closing a request such as mandating fields, confirming user acknowledgment, automated transitions based on tasks or dependent requests, and automated closures. To define closure rules: Go ...
Request Custom Menu
You can create custom actions using HTML or Script file to perform a custom action on requests. To create a request custom menu: 1. Go to Admin>>Helpdesk Customizer>>Request Custom Menu. 2. Click Add New Menu. 3. Provide Menu Name and Description. ...
Custom Triggers - Requests
Custom Triggers are used to configure automated actions for incoming requests or records that fulfill certain preconfigured criteria. You can automate several processes, such as sending customized email notifications, creating a new request based on ...
Service Level Agreements
A service level agreement (SLA) is a contract or an understanding between a service provider and customer about the services provided and the expected level of service. An SLA defines the timeline of the delivery, besides the quality of the service. ...
Request Life Cycle
Request Life Cycle is a well-structured sequence of events in processing requests based on request status. To create a Request Life Cycle: 1. Go to Admin>>Helpdesk Customizer>>Request Life Cycle. 2. Click New Life Cycle (if this is the first-ever ...
Business Rules
Business rules are used to automate certain actions for requests or records that fulfill certain incoming criteria. Some of the actions that can be automated using business rules include assigning groups, support reps, status, and priority, besides ...
Notification Rules
SupportCenter Plus allows you to define notification rules based on various criteria to automate notifications. Automated notifications are useful to keep various stakeholders updated on important changes and events. SupportCenter Plus offers a set ...