One of the features I miss from my prior ITSM tool is the ability to execute external scripts and pass variables to those scripts. For example we have a Visual Basic script that creates our AD user accounts based on information in the ticket completed by HR. With the older ITSM tool anytime a new hire ticket was completed with all required fields filled in an escalation rule would launch the user creation script and pass to it all the required information. This was very helpful. We used it for permissions requests, etc. as well.
Could the API be used to serve this function? For example: Have it check daily for tickets matching specific criteria (new hire, with all fields completed) and as it finds them could it gather the fields required and then pass that info to the script and run it?
The API is REST-based, so it should be possible to have it GET a list of tickets matching certain criteria, then have your script read custom field data from those tickets.