If the help desk product doesn’t have what I need it to have, like for instance when a ticket is raised
by $variable-name@domain$var.$var and THEN when a match is found assign the ticket
to $AR IF but not IF.....that sort of thing. I will be introduced to the product looks like this coming
Monday and I’m curious if via whichever shell I might be using if the product plays well in the sandbox
with perl and bash. I’m assuming it does but hecto gamut, in this instance your permission.
You can write stuff with scheduled scripts or other programs that work from the outside, over the REST API (which is agnostic of what language you're using) but it is far faster and easier to use something that is built for this sort of thing.
I would strongly recommend you take a look at the marketplace and look for the automation and scripting products. For example
There are others, but I'm only familiar with those really. I also work for Adaptavist (SR and Autoblocks) but I don't want to mislead anyone by saying that they're the only option, or even that they are even vaguely right for you - take a look at all of them.
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