Declined Suggested 7/13/2018 by Alex

15

votes

Add scripting language

Some logic is too complicated for automation rules to handle, so adding a built-in scripting language would be great.

Simple JavaScript or C# code snippets that can be invoked from the existing rules engine, like:

When ticket is created run this:
var userId = ticketObject.userId;
if(userId == 321)
API.AssigneTicket(techId);

avatar
Alex Tech
After countless fights and discussions within our team, examining the effort it would take (sandboxing, throttling and other protection layer to, basically, not allow anyone to ruin the server with AN ENDLESS LOOP for example :) ) we decided it's way too complicated and conflicts with our product vision / roadmap.

For those of you who'd like to use complex "IF" conditions in their ticket automation - with combined AND an OR operations - we suggest using "nested rules" feature, that allows exactly this kind of operation.

We will keep exploring other ways to introduce more complex support automation, just without a scripting language.
11/13/2018 8:49 AM
avatar
Cary Landers
Perhaps the scripts could be setup from a folder outside of the web GUI. Reason, so as the Admin can test this in a sandbox and keeps normal users and techs away from just pushing random scripts? Like a plugin or interface add on.
6/20/2019 3:15 PM

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