Dear users,

We are elated to announce the upcoming support for triggers and custom function in Problem and support for Change Sub-Entities in Custom Actions and Triggers.Below is a brief run-through of the same:

• You can now configure triggers for problems and execute actions such as triggering notifications and webhooks or run scripts as custom functions on entities that meet your specific conditions. You can also configure triggers to initiate tasks for the Problems module. SDAdmins can configure custom triggers under Setup > Automation > Triggers. 

Custom actions and triggers now support change sub-entities, namely, approval levels, approvals, tasks, notes, email responses (from users). You can configure triggers specific to change requests or change sub-entities. The custom actions used in change triggers can also be configured specific to change requests or change sub-entities.

Note: Custom actions created for change sub-entities can be used only with the respective change sub-entity triggers.

For configuring custom actions for change requests or change sub-entities, go to Setup > Automation > Custom Actions, go to the preferred custom action, and use the drop-down to select change module. In the custom action forms, choose an entity using the Applies to drop-down. You can choose to apply it to a change request or change sub-entities.

Note: The Applies to field value cannot be edited.

For configuring triggers for change requests or change sub-entities, go to Setup > Automation > Triggers > Triggers for Changes. Click New Trigger and on the new trigger for change form, select your preferred entity from the Trigger applies to drop-down.

Note: The Trigger Applies to field value cannot be edited.

Note : All upgrades and feature releases, will be in-service and there won't be any downtime or service interruption.

Stay tuned for more updates!!! We will update once these features and enhancements are unwrapped in live.

Please share your thoughts/queries/feedback.

Thanks and regards,

Ramyaa

ServiceDesk Plus Cloud