Configure Triggers

Triggers execute automated actions when certain events occur in the service desk. Triggers are useful for executing condition-based actions across modules or in third-party applications.

Use Case: Triggers automate several processes, such as sending customized email notifications, executing timed actions, creating a new request based on resources field information, or setting up integrated actions with third-party applications.

Triggers enable you to customize automatic processes for the following modules:

Requests
Problems
Changes
Projects
Releases
Solutions
Assets
CMDB
Custom Module

This document discusses triggers configuration and management in the following topics:

Roles Required
Configure Triggers
Sub-Entities Available
List View Operations

Roles Required

Module	Role Required
Requests	SDAdmin (for all sites), SDSiteAdmin/HelpDeskConfig (only for associated sites)
Problems	SDAdmin
Changes	SDAdmin
Projects	SDAdmin
Releases	SDAdmin
Solutions	SDAdmin
Assets	SDAdmin, AssetConfig
CMDB	SDAdmin, SDCMDBAdmin
Purchase	SDAdmin
Contracts	SDAdmin
Custom Module	SDAdmin

Configure Triggers

Go to Setup > Automation > Triggers.
Use the module drop-down to navigate to the relevant module.
Click New Trigger.

Step 1: Provide Trigger Definition

Field Name	Description
Name	Give the trigger an appropriate name. This is a mandatory field.
Description	Briefly describe the trigger usage and associated actions.
Trigger applies to	Choose the module sub-entity to which the trigger must be configured. This field value cannot be edited later. Click here to learn about the various sub-entities in each modules where triggers can be applied.
Execute when a [module record] is	Choose when to execute the trigger - when a record is created, edited, or deleted in the selected module.
Execute during	Choose the duration to execute trigger - any time, within, or outside the organization's operational hours. By default, Any time is selected.
Enable Trigger	Maintain the trigger in a usable status. If disabled, the trigger will not be executed.

Step 2: Specify Conditions

Field

Description

Apply triggers on this [module record]

Choose the criteria to be satisfied for the trigger to be applied.

Based on conditions - Define the criteria to apply trigger by selecting the column, operator, and value. Use the icon to define multiple criteria.

Select column, criteria, and the value.
- In the Column drop-down, you can select sub-fields by clicking > beside the field name.
- For certain fields, you can enter $ in the value combo box to configure the criteria based on dynamic input.
Click to add multiple criteria using AND/OR operators.
Drag a criteria over the indentation space below another criteria to add it as sub-criteria. Criteria containing sub-criteria are denoted with a drop-down icon.

You can configure up to 50 criteria in a trigger.

Without condition - Apply trigger to all records in the module.

Execute trigger when a [module record] is edited

(Displayed only if the trigger is applicable on edit operations)

If the trigger is set to execute when a record is edited and based on conditions, you can choose to execute the trigger:

Every time - Every time a record is edited
When any field in the condition is edited - Only if a field specified in the criteria is edited in the module/record.

Step 3: Configure Action

Choose the actions to be performed via the trigger. Custom actions available for each module vary on the sub-entity selected:

Execute custom functions
Create tasks
Place webhook calls
Execute timers
Send notifications
Execute Circuit (Available only for Request and Change modules, if Zoho Circuit integration is enabled)

Sub-Entities Available

Module	Sub-Entities Available
Requests	Requests Tasks Approval Levels Approvals Notes Email responses (for users) Work logs (requests and tasks) Work log timer Checklists
Problems	Problems Tasks Notes Email responses (for users) Work logs (problems and tasks)
Changes	Changes Tasks Approval Levels Approvals Notes Email responses (for users) Work logs (changes and tasks) Downtimes
Projects	Projects Milestones Tasks (projects and tasks) Work logs (tasks. projects, and milestones) Project Members Comments (tasks. projects, and milestones)
Releases	Releases Tasks Approval Levels Approvals Notes Email responses (for users) Work logs (releases and tasks) Downtimes
Solutions	Solutions Comments
Assets	All Assets Each Product Type
CMDB	All CIs Each CI Type
Purchases	Purchases Approval Levels Approvals Payments Invoices
Contracts	Contracts
Custom Module	Custom modules

List View Operations

After triggers are created, they are listed on the list view page where you can perform the following actions:

Preview trigger: Click a trigger row to expand and preview the details.
Edit trigger: Click > Edit beside the required trigger.
Enable/Disable trigger: Click > Enable/Disable beside the required trigger. The option differs based on the status of the trigger. You can also use the toggle option under Status column.
Delete trigger: Click > Delete beside the required trigger.
Bulk Actions: You can enable, disable, or delete triggers in bulk. Select the required triggers using the checkbox beside each trigger. Click Actions and choose the required action.
Search triggers: Use the icon to search through triggers using criteria. Add the criteria, value and click Enter. You can add multiple search criteria using the icon. After the results are displayed, click on the existing criteria to edit it.
Decide list view layout: Click the icon to limit the number of triggers listed and to define the sort order.