Outbound trigger rules

One of the core functions of Case Exchange is automated data exchange between Service Manager and integrated systems. For example, Case Exchange can automate the following activities:

  • Opening records
  • Exchanging record updates between Service Manager and integrated systems
  • Tracking the status of related records in Service Manager and in integrated systems

Service Manager has a dedicated rule type in Rule Sets that can trigger Case Exchange between Service Manager and integrated systems. Use one of the following methods to invoke a Rule Set:

  • If Process Designer is implemented in Service Manager, invoke the Rule Set from workflows.
  • If Process Designer is not implemented in Service Manager, you must create a trigger and add the following API in the trigger's script:

    lib.CaseExchange_RuleExecute.executeSingleRuleSet(record,oldrecord,RuleSetID)

For more information about how to invoke a Rule Set, see the following section:

Invoke Case Exchange Rule Sets

Related topics

Triggers

Create a workflow
Add a phase
Create a rule set
Invoke Rule Sets from workflows
Invoke Rule Sets from triggers