Custom trigger on new conversation
Hi,
I'm trying to set up Service Desk Plus build 2211 for my Helpdesk future use, so far it went smoothly for the most part.
We have to work with many external support teams, each with their own ticket system. So far we sent tickets by mail form our requests and awaited response with ticket ID to save it to our request so it could be used for further communication.
I created External_ID custom field and have good idea on how to handle responses with powershell script. Problem is that I don't see an option to fire a custom trigger on new conversation and business rules don't seem to cover it either.
The only use-ready sollution I could come up with is using E-mail commands, however it is a very poor workaround as we would need to ask each and every team we work with to change their reply templates to suit our new system.
Is there any way to trigger a script when new conversation is added to a request?
I'm trying to set up Service Desk Plus build 2211 for my Helpdesk future use, so far it went smoothly for the most part.
We have to work with many external support teams, each with their own ticket system. So far we sent tickets by mail form our requests and awaited response with ticket ID to save it to our request so it could be used for further communication.
I created External_ID custom field and have good idea on how to handle responses with powershell script. Problem is that I don't see an option to fire a custom trigger on new conversation and business rules don't seem to cover it either.
The only use-ready sollution I could come up with is using E-mail commands, however it is a very poor workaround as we would need to ask each and every team we work with to change their reply templates to suit our new system.
Is there any way to trigger a script when new conversation is added to a request?