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Action Rule to run script or webhook

gchristian

It would be nice if an action rule could be defined that when evaluated would let me run a custom script (ie: bash, python, etc).

It may be easier for cross platform purposes to have the action instead run a webhook if evaluated to true. Either passing some url with variables for ticket number or what not or just posting the ticket object as rendered for the API in body.

This would allow us to better integrate with other systems.

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fluffy_midnight

Hi gchristian,

This would need further development, review and details to make it a plausible feature request.

Run an Action Rule to apply a script or webhook? How would we determine where?

An Action Rule applies to the database, it does not simply apply rules to external sources so it would be best to define what you are wanting here.

-Midnight

gchristian

Right, all feature requests require further development because they are functionality that doesn't currently exist.

You would determine where by having a configuration screen where that is defined.

For example, currently when you go to the action tab of an action rule can you select from various things that modify the database. Or you can choose send email. When you choose send email you have to specify where to send it to and can include some ticket attributes.

Instead of email it could be a web hook - and instead of an email address it could be an URL, and instead of including parameters in the body of the email you could include them as post parameters in the HTTP call.

Instead of email it could be a local to the server file path that points to a script to kick off. And variables could be passed via standard input.

An example of an integration this would enable:

1) Ticket gets created that is billable

2) Action rule that matches criteria for billable ticket fires webhook/script that passes ticket number at a minimum

3) External service now uses the WHD api to pull ticket info for creation of invoice in a payment processor that then writes back invoice number to WHD and updates it with a note saying email was sent and a link to the created invoice.

I don't mean to suggest this is trivial to implement. But that is what I was suggesting. Custom field api access for clients is my #1 feature request and I hope an easier thing to tackle

lpe397

In a simple form it would be nice to be able to trigger scripts external to WHD.

For example, a request to create a new user night simply need approval in WHD, and then (assuming defined fields are set) run an Ansible script to do all of the steps to create that user. If location and asset assignments are made in the ticket that could also help playbooks to setup the user's phone.

And even better would be the ability to take results from the scripts, and parse data back in to the ticket (like when the account was created, what extension was assigned, etc.)

The best part, is a solid API for how to call an external script, and how to parse inbound return data allows us to script however we like on the back end.