Use Case for Request Triggers

1) Configure trigger for a new employee induction process.

• Execute the trigger on all requests during creation or edit.
• Set the trigger criteria to execute based on request description and template
• Choose to execute the trigger when any field in the request condition is edited.
• Execute custom actions related to asset provision, notification about resource acquisition for the employee, and update Active Directory.
• Schedule a team meeting in GoToMeeting with the following custom function:

gotomeeting_token = "<your goto meeting token>";

portal_name = "<your portal>";

start_time_udf_key = "<your additional date field key - to note start time>";

end_time_udf_key = "<your additional date field key - to note end time>";

/*Code logic from the below*/

template = requestObj.get("template").get("name");

if(template == "Employee Onboarding")

{

    subject = requestObj.get("subject");

    request_id = requestObj.get("id");

    start_time = requestObj.get("udf_fields").get(start_time_udf_key).get("value");

    end_time = requestObj.get("udf_fields").get(end_time_udf_key).get("value");

    meeting_start_time = start_time.toTime().toString("yyyy-MM-dd'T'HH:mm:ss'.000Z'");

    meeting_end_time = end_time.toTime().toString("yyyy-MM-dd'T'HH:mm:ss'.000Z'");

    gotomeeting_data = Map();

    gotomeeting_data.put("subject",subject);

    gotomeeting_data.put("starttime",meeting_start_time);

    gotomeeting_data.put("endtime",meeting_end_time);

    gotomeeting_data.put("passwordrequired","false");

    gotomeeting_data.put("conferencecallinfo","--from sdpod--");

    gotomeeting_data.put("timezonekey","string");

    gotomeeting_data.put("meetingtype","immediate");

    header = {"Authorization":gotomeeting_token,"Accept":"application/json","Content-Type":"application/json"};

    /*Below line triggers api call to gotomeeting and response provided by gotomeeting is captured in response_from_goto*/

    response_from_goto = postUrl("https://api.getgo.com/G2M/rest/meetings",gotomeeting_data + "",header + "",true);

    join_url = response_from_goto.toMap().get("joinURL");

    /*Below code creates notes in sdpod with the joinurl, which was got from gotomeeting's response*/

    sdpod_response = zoho.sdp.invokeurl

    [

        url :"/app/" + portal_name + "/api/v3/requests/" + request_id + "/notes"

        type :POST

        parameters:{"input_data":{"request_note":{"description":"A meeting has been scheduled in gotomeeting by the system. Join Url for gotomeeting is <a href='" + join_url + "'>" + join_url + "</a>"}}}

    ];

}

2) Create a problem ticket in JIRA for network related incident requests.

• Execute trigger on all requests during creation or edit.
• Set the trigger criteria to execute if the request subject contains the keywords 'network', 'internet', 'WiFi', or 'Lan'.
• Choose to execute the trigger when any field in the request condition is edited.
• Create a JIRA problem using the following custom function:  

appName = context.get("instance");

reqTitle = requestObj.get("subject");

reqID = requestObj.get("id");

problemURL = "/app/" + appName + "/api/v3/problems";

problem = zoho.sdp.invokeurl

[

    url :problemURL

    type :POST

    parameters:{"input_data":{"problem":{"title":reqTitle}}}

];

associateURL = problemURL + "/" + problem.get("problem").get("id") + "/requests";

association = zoho.sdp.invokeurl

[

    url :associateURL

    type :POST

    parameters:{"input_data":{"request_problem_association":{{"request":{"id":reqID}}}}}

];

info association;

3) Troubleshoot Power BI inaccessibility issues

• Execute the trigger on all requests during creation or edit.
• Set the trigger criteria to execute if the request template is Unable to access application and the subject contains the term 'Power BI'.
• Choose to execute the trigger when any field in the request condition is edited.
• Configure the following tasks and assign them to relevant technicians:
  • Check for proxy authentication errors
  • Examine "non-HTTPS URL redirect not support" errors
  • Enable tracing and diagnose the log errors
  • Enable default system credentials for web proxy authentication