Administer > Administer the Service Management > Record Management > Custom actions

Custom actions

The Custom actions tab enables you to configure custom actions for the selected record type. The number of custom actions is not limited. For each action, you can select to display it on the toolbar of the manager for that record type, or on the individual record page. You can also create groups for the custom actions and select to display them in groups.

Note If you have development and production tenants, all configuration changes must be made on the development tenant. For more information about synchronizing the tenants, see Dev2Prod - How to synchronize your development and production tenants.

To define a custom action

  1. From the main menu, select Administration > Configuration> Records and select the required record type.

  2. Click the Custom actions tab.

  3. Click New to open the Add action dialog box.

  4. Enter or select the action properties:

    Property Description
    Name Enter the action name.
    Display name Enter the name of the action as it will appear on the action button.
    URL

    The following options are supported:

    • URL. Enter the URL of the action. Any valid URL can be entered.

      You can also include parameters in the URL. For example:

      http://google.com?${entity.Name}

      where ${entity.Name} is an Expression Language phrase denoting the name of the record.

    • Email. You can configure a Send email action using the mailto: protocol. For example:

      mailto://${entity.RequestedByPerson.Email}?subject=#SR${entity.Id}-${entity.DisplayLabel}&cc=${entity.RequestedForPerson.Email}&body=${entity.Id}:${entity.DisplayLabel}

      where ${entity.DisplayLabel} is an Expression Language phrase denoting the name of the record. When the user clicks the Send email action, the email client opens a new message with the email address of the recipient and the subject field automatically filled in with the defined values.

    • Microsoft Skype for Business. You can configure a Skype for Business session using the SIP: protocol. For example:

      sip:${entity.Owner.Email}

      When the user clicks the action, the Skype for Business client opens a session with the defined person.

    Note  

    • The Expression Language phrase can only reference fields of the record (${entity}). You cannot reference the current_user in the phrase.

    • Only fields of the following types may be included in the Expression language phrase:

      • SMALL_TEXT
      • MEDIUM_TEXT
      • LARGE_TEXT
      • INTEGER
      • DOUBLE
      • BOOLEAN
      • DATE
      • DATE_TIME
      • ENUM
      • ENTITY_LINK
      • EMAIL
    Icon Select an icon from the drop-down list.
    Position in record page

    Select the position of the action on the record page. The available options are:

    • Show as primary. The action appears in the record page toolbar.
    • Show as secondary. The action appears in the drop-down menu under More in the record page toolbar.
    • Do not show. The action does not appear on the record page.
    Group in record page

    Select an action group. The grouped actions are displayed together on the record page.
    Position in grid page Select the position of the action on the grid page.

    The available options are:

    • Show as primary. The action appears in the grid page toolbar.
    • Show as secondary. The action appears in the drop-down menu under More in the grid page toolbar.
    • Do not show. The action does not appear on the grid page.

    Note If you include a record field as a URL parameter, the parameter value is only added to the URL if that field appears as a column of the grid. If the field does not appear as a grid column, the custom action will open the URL without the parameter value. Click  Columns icon Columns and select the required field to set it to appear in the grid.
    Group in grid page

    Select an action group. The grouped actions are displayed together on the grid page.
  5. Click OK. The custom action appears in the record or grid pages as defined.