Overview
Custom functions allow you to manipulate data within ServiceDesk Plus MSP Cloud and external applications. You can use custom functions to configure complex conditions or define multiple actions.
For example, data under any module can be changed fully, or data from one field can be used to modify data in another field within or outside the application.
Roles Required:
- SDAdmin and HelpDeskConfig can define custom functions. Only the SDAdmin can define the first custom function.
- SDSiteAdmin can only view them.
Following are the supported custom function types:
Custom Function Types
| Supported Modules
|
Business Rule Conditions
Business Rule Actions | Requests
|
Abort Timer Conditions
| Requests, Problems
|
Timer Actions
| Requests, Problems, Changes
|
Trigger Actions
| Requests, Problems, Changes, Projects, Releases, Assets, CMDB
|
Life Cycle Actions
| Requests, Problems, Assets
|
Workflow Conditions
| Changes
|
Custom Menu Actions
| Requests, Problems, Assets, Changes, Releases
|
Scheduled Functions
| Validates data in all modules
|
Callback Functions
| Validates data in all modules
|
Business Rule Conditions and Actions
Business rules help you automate various request-related tasks such as assigning a technician, status, or priority to a request; or even sending email notifications. Business rules are site-based, run on all incoming requests, and can be applied to requests when they are created, edited, or deleted.
If an incoming request matches specific conditions, business rules execute actions automatically. You can define complex conditions and actions by using custom functions.
Business Rule Conditions: In some scenarios, requesters accidentally raise several incident requests for a single issue. You can define a custom function in a business rule condition to check for and stop the creation of such duplicate requests.
Business Rule Actions: Whenever a VIP user logs a request, you can notify the support team over Cliq (a business communication app) by using a business rule action.
Click here to learn more about Business Rules with samples.
Trigger and Life Cycle Actions
Triggers allow you to automate actions when an incoming request matches specific conditions. You can define complex actions in a trigger by using custom functions and execute them on other modules or third-party applications.
For example, you can define a trigger action to record leave on your internal HR Management app (like Zoho People), whenever a technician marks leave inside ServiceDesk Plus MSP Cloud.
Click here to learn more about Trigger Actions with samples.
Life Cycle allows administrators to formulate a resolution process with built-in guidance for the help desk technician. A life cycle ensures efficient process adherence, establishes a directional flow, minimizes the scope for human errors, and provides privileged (role-based) access to status transitions.
To automate processes through life cycle, you can define actions using custom functions that will be executed under pre-specified conditions.
Click here to learn more about Life Cycle Actions.
Scheduled Functions
Scheduled functions allow you to automate the execution of custom functions at regular intervals. For example, you can schedule a webhook with appropriate data to send requests periodically to an external application, which will then create an entry or perform other operations in the external application.
For each scheduled function, you can define one or more schedules under Setup > Automation > Schedules. You can also create and schedule a custom function directly under Schedules.
The Scheduled Functions tab lists the custom functions available to schedule as well as the already scheduled custom functions.
Click here to learn how to schedule a custom function.
Callback Functions
Callback functions allow third-party application users to access custom functions that are configured in ServiceDesk Plus MSP Cloud. Callback function is the only type of custom function that can be used outside the application. For example, you can add a note to a ServiceDesk Plus MSP Cloud request from an external application.
Click here to learn how to define a callback function.
Custom menu actions execute custom functions to perform a variety of user-defined actions within ServiceDesk Plus MSP Cloud and external applications.
Click here to learn more about Custom Menu Actions.