Working with Triggered Actions and Rules
•About Triggered Actions and Rules
About Triggered Actions and Rules
To work with Triggered Actions, you must be an Administrator or a User to whom administration access has been granted.
Triggered actions are tasks executed when a trigger's event occurs, and its conditions are met. Triggers rely on specific rules to establish these conditions. Once the rules are met, triggers perform actions such as updating fields, sending emails to customers and managers, creating tasks for your team, and updating service request status.
The following are examples of triggers:
• Trigger to locate and replace selected records or all records containing a specific current value in the specified field.
• Trigger to update fields when records are created or edited.
•Trigger to send emails based on priority.
To use Triggered Actions with the Classic Action Designer (CAD), see Using Business Rules.
Supported Triggered Actions
The following trigger events are supported:
•on Insert – adding a new record(s).
• on Delete – deleting existing record(s).
• on Update – modifying existing records.
The following figure illustrates the trigger scenarios that are currently supported and not supported in this release.
Supported Actions
The following actions are supported with triggers:
•Common Actions
•Find and Replace
•Send an email
•Record Actions
• Create a child Record
•Create a new Record
• Insert Multiple Child Record
•Insert Parent Record
• Run for Child
• Search and Link
• Search and Unlink
• Update a record
• Advanced Actions
•Baseline
•Execute Workflow
•Run Web Service
• Web Service Script
• Integration Actions
•Mobile Push Notification
• Neurons for Healing
•Send Mobile Notification
• Start IPCM Voice Activity
•Start Remote Control
• Sync Remote Control Session
When you select the Triggered option, the following actions are removed from the Action Designer list: Go to Record, Run for Collection, Go to Action, Decision Action, and Show a Popup. These actions cannot be used with triggers.