Trigger Scenarios:-

Set up →Automation → Triggers

Triggers are initiated to perform predefined actions based on specific conditions. They essentially function as a post-operation process that takes precedence over all other automations.

Since triggers are not site-specific, they can be activated for any request across the site. If needed, site-specific conditions can also be included.

Scenario 1 :- Customized Notifications (Triggers)

For example, a client may want to trigger customized notifications, in addition to the default notifications sent by the application, when a request is raised by a VIP user and the priority is set to high.

Scenario 2:- Condition based approvals (Triggers)

Sample scenario for approvals with custom triggers

For an organization with a many employees, the approval process can be tedious. Let us consider a scenario of onboarding users or a virtual machine for testing that requires the approval of your senior manager. This involves multiple stages of approval from your immediate manager, your senior manager, and HR managers. Previously, these approvals had to be configured within the template directly or with the help of form rules. Instead of such a situation, one can configure approvals based on criteria using triggers.

With a custom trigger, you can automatically trigger approvals based on criteria for Organization Roles, Request users (which includes user lookup fields), and Users. In addition, we can also use custom functions to trigger approvals for multiple stages based on the requirement.

Points to remember :-

1.            The content of these approval notifications can be modified separately without affecting the global approval notifications.

2. This applies to the approval settings as well.

3. Condition-based approvals can be configured only for service requests, not incident requests.

Scenario 3 :- Timer Actions (Triggers) Three strike rule in ITSM

Scenario A. Technicians often forget to follow up on hold requests frequently, causing them to stay longer in the request queue. To address this, the client wants to send periodic reminders to the end users for 3 days until they reply. If there is no reply within this period, they would like to close the ticket with a final notification to the end user automatically.

Status → "Waiting for End-user"

The following steps will assist you in configuring timer actions to send reminders and close the request automatically using the three-strike rule:

Step 1: Navigate to Setup → Automation → Custom Action → Timers.

• Create a new timer and give it a name.

• Set the Timer Duration to "User Defined."

• Set the Wait for duration to "3 days."

Step 2 :- Set the "Actions - When Timer is Running"

1. Update the Level 1 → Number of Days -> Initiate after 1

2. Make a check on Report to repeat the same reminder notifications

3. Enter "End After 2 Executions"

4. Click on Add Level 1 Actions and choose Notifications to be sent

Step 3 :- Set the Abort Timer

1. Select the condition "Status" is not "Waiting for End-User" to abort the timer.

Step 4 :- Select the Actions - When Timer Ends

If the End user havent responded to all the three reminder mails, we can select this action to be performed.

1. Select the "Status as Closed"

2. Set the final notification.

Final Output of the Timer configuration :-

Note :- When the requester replies, the request gets reopened automatically based on the configuration set under Advanced portal settings (as shown below), which would abort the timer as the timer configuration.

Step 5 :- Now, the timer is configured successfully; we have to invoke this as an action with the help of Triggers. So timer is an action that can be invoked only using Triggers. Let's configure this timer under Triggers by following the steps below,

1. Set up → Automation → Triggers → Request

2. Execute when a request is Created/Edited

3. Select the conditions status is "Waiting for End-user"

4. Select the Actions "Send a Reminder every 1 day" the timer that we have configured with the help of above steps.

5. Now, the timer will be triggered when the status is set as Waiting for End-user as per the trigger configured.

Scenario B:- Three-Strike Rule in ITSM for Hardware Return Requests

In an ITSM environment, managing the return of hardware (such as laptops, monitors, or peripherals) from end users is crucial, especially when employees leave the company or hardware needs replacement. Timely returns are necessary to maintain inventory and avoid additional costs. To ensure hardware is returned promptly, a three-strike rule can be implemented.

To ensure that hardware return requests are processed promptly, send periodic reminders to the end users within a specific date. If the end user does not respond within this period, escalate the issue or take necessary actions based on company policy.

Step 1:- Navigate to Setup → Automation → Custom Action → Timers.

• Create a new timer and name it (e.g., "Hardware Return Follow-up Timer").

• Set the Timer Duration to "Based on Date Field"

• Set the Wait for "Percentage" at 70% of the "Date of Leaving" relative to Timer start

Step 2 :- Set the "Actions - When Timer is Running"

Level 1 ->  Execution Rule → Select Percentage initiate at 80 % of timer duration

Action -> Configure Notification to Reporting Manager

Level 2 → Execution Rule → Select Percentage initiate at 90 % of timer duration

Action -> COnfigure Notification to Department Head

Level 3 -> Execution Rule → Select Percentage initiate at 100 % of timer duration

Action -> Configure Notification to Regional Manager and General Manager

Step 3 :- Set the Abort Timer

1. Select status is changed from "Awaiting hardware return" to "Any"

2. Actions → Send a Notification to inform about the returned asset.

Step 3 :- When the timer Ends

Select the Action as Notification to send a final escalation to the End user informing them of actions taken.

Add Tasks to the IT department Head to mark the inventory state as Lost and Not returned and take necessary actions as per the company policy.

Benefits:  

• Ensures timely return of hardware, maintaining accurate inventory records.

• Prevents additional costs associated with unreturned hardware.

• Reduces manual effort in following up on hardware returns, ensuring a streamlined process.

• Ensures end users are accountable for returning company assets promptly.

Scenario 4 :- Trigger based on Sub-Entity (Email Response)

When an email response (requester's reply) is received for a high-priority request raised by a VIP user, a custom notification should be sent to the assigned technician and the group head to ensure prompt attention and swift resolution of the VIP user's issue.

Steps 1 :-

1. Maintain a list of VIP users under the requesters list by navigating to Set up → Users and Permissions →Requesters → Select the user → Actions and Click on Mark as VIP user.

2. Now, navigate to Set up → Automation → Triggers.

3. Create a new trigger and name it "VIP Response Notification"

4. Select the trigger applies to "Email response (from users)"

5. Execute when the email response is "Created"

6. Apply the condition "Type" is "Requesters reply" and "Requests" → Requester → VIP Users is "Yes"

7. Child condition "Requests" → Priority → Critical, High

8. Select the Action as "Notification" as shown in the below screenshot.

Scenario 5 :- Trigger based on Sub-Entity (Approval Level)

An organization has a process for approving international travel requests for employees. The approval process involves two main stages:

1. Approval Level 1: Initial Review
   Task 1 → Review and approve the travel request based on purpose, budget, and initial risk assessment.

2. Approval Level 2: Security and Compliance Review
   Task 2 → Conduct a detailed security check, ensure compliance with policies, and finalise travel arrangements.

Client wants to set up a trigger to initiate Task 2 based on the Approval Level and its status, follow these steps:

1. Navigate to Set up → Automation → Triggers.

2. Create a new trigger and name it "Security and Compliance Tasks".

3. Select the trigger to apply to "Approval Levels".

4. Set the trigger to execute when a request is Created and Edited.

5. Define the condition: Approval Level Name is "Security and Compliance Review" and Status is "Approved".

6. Add the action to create a Task.

Note: Similarly, triggers can be used to perform additional actions based on sub-entities such as Tasks, Approvals, Approval Levels, Notes, Email responses, and Worklogs as shown below.