This is a Custom Trigger script for ServiceDesk Plus that automatically transfers requests from Portal A to Portal B in real-time. No manual intervention required!

✨ Features

• ✅ Automatic Transfer - Instantly sends new requests to Portal B
• ✅ Subject & Description - Transfers complete request information
• ✅ Requester Information - Preserves original requester name
• ✅ ID Tracking - Original Portal A Request ID is visible everywhere
• ✅ Error Handling - Logs errors for troubleshooting
• ✅ Industry Standards - Uses ServiceDesk Plus REST API v3

📋 Requirements

• ServiceDesk Plus (Cloud or On-Premise)
• Admin privileges (to create Custom Triggers)
• API access on both portals (Auth Tokens)
• ServiceDesk Plus REST API v3

🔧 Installation

Step 1: Get Auth Tokens

Obtain API auth tokens for both portals:

• Admin → Setup → Developer Space → API Key

Step 2: Create Custom Trigger

1. Navigate to Admin → Automation → Custom Triggers
2. Click "New Custom Trigger"
3. Enter the following parameters:
   • Trigger Name: Auto Transfer to Portal B
   • Module: Request
   • Trigger Type: Request Created
   • Execute on: ✓ Create

Step 3: Configure the Script

Update the configuration parameters at the top of the script:

portalB_url = "https://your-portal-b.com/api/v3/requests";
portalB_authtoken = "YOUR-AUTH-TOKEN-HERE";

Step 4: Paste the Script

Paste the script into the "Execute Script" section and click Save.

🧪 Testing

1. Create a new request in Portal A
2. Verify the request is automatically created in Portal B
3. Confirm the subject includes [Portal A #ID] prefix
4. Check that the description contains original ID and requester information

📊 Use Cases

1. Multi-Portal Architecture

Separate portals for different departments or branches, but centralized monitoring is needed.

2. Backup & Redundancy

Automatic backup of critical requests for data protection.

3. Escalation Workflow

Automatically transfer specific requests to a higher-level portal.

4. Reporting & Analytics

Collect all requests in a central portal for comprehensive analytics.

🔍 Technical Details

API Endpoint: /api/v3/requests
Method: POST
Authentication: Auth Token (in Header)
Format: JSON (application/x-www-form-urlencoded)

Transferred Fields:

• Subject
• Description (HTML format)
• Requester (name/email)
• Status (default: Open)

⚠️ Security Notes

1. Protect Auth Tokens - Don't hardcode in production, use environment variables if possible
2. Test in Non-Production - Always test before deploying to production
3. Monitor Logs - Keep an eye on logs to detect errors early
4. Rate Limits - Be aware of API rate limits (if many requests are created)

🐛 Troubleshooting

Error: "Missing return statement"

Solution: Ensure return result; is at the end of the script.

Error: "Authentication failed"

Solution: Verify that your auth token is correct and active.

Request not transferring

Solution:

1. Check if the trigger is active
2. Review logs in Admin → Automation → Custom Triggers → View Logs
3. Verify Portal B URL is correct
4. Test API connection manually using the provided sample code

Description not showing correctly

Solution: Ensure HTML format is enabled in Portal B. Check description field configuration.

📝 Script Structure

1. Configuration Section - Set Portal B URL and auth token
2. Data Extraction - Get request details from Portal A
3. Data Preparation - Format data for Portal B
4. API Call - POST request to Portal B
5. Response Handling - Check success/failure and log results
6. Return Statement - Required for Custom Triggers

🎯 Best Practices

1. Use Descriptive Naming - Name your trigger clearly for easy identification
2. Document Customizations - If you modify the script, document your changes
3. Regular Testing - Periodically test to ensure it's working correctly
4. Backup Your Script - Keep a copy of the script in version control
5. Monitor Performance - Check execution time in trigger logs

🤝 Contributing

If you improve this script or find bugs, please share your findings with the community!

📞 Support

For questions or issues:

• Check ServiceDesk Plus API documentation
• Review Custom Trigger logs
• Test API calls independently
• Contact your ServiceDesk Plus administrator

📜 Version History

v1.0 - Initial release

• Basic subject and description transfer
• Requester name preservation
• Error handling and logging
• Return statement for Custom Trigger compatibility

🎓 Additional Resources

• ServiceDesk Plus REST API Documentation
• Custom Triggers Guide
• Deluge Script Reference

Tested on: ServiceDesk Plus Cloud & On-Premise
API Version: REST API v3
Status: Production Ready ✅

💡 Pro Tip: You can extend this script to include custom fields, attachments, or additional metadata by modifying the new_request object structure according to your needs.