View source for Generate Notifications Only for Employee Comments

__NOTOC__
[[Category:Customizations]]
[[Category:Incidents]]
[[Category:Notifications]]
[[Category:Problems]]
[[Category:r6]]
[[Category:r11]]
[[Category:Requests]]
[[Category:Schema Changes]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides instructions for generating a notification when an Employee adds a comment to a Request, Incident, or Problem. It requires two sets of triggers and scripts, an event, and at least one Multiple Notification Macro. 

If implementing this customization it is recommended that you disable the Log Comment Activity Notification.

== Procedures==
=== Step 1. Create the scripts ===
{{Create Spell Script}}

The first script is triggered on the Act_Log table and writes a simple value to an unused field (string2) in the Call_Req table. You can change this to any of the unused stringX fields that you like. The script assumes that the Employee Access Type is associated with the Employee Interface and that it is also set as the default Access Type.
<source lang="javascript">alg::myscript1(...) {
	if (analyst.access_type == 2405 || is_null(analyst.access_type)) {
		send_wait(0, this, "call_attr", "call_req_id.string2", "set_val", type, "SURE_SET"); 
		if (msg_error()) {
			logf(ERROR, "error setting string2 to %s on %s %s - %s", type, call_req_id.type.sym, call_req_id.ref_num, msg[0]);
			return;
		} else {
			logf(SIGNIFICANT, "successfully set string2 to %s on %s %s", type, call_req_id.type.sym, call_req_id.ref_num);
		}
	}
}</source>

The second script is triggered when the update to the string2 field is initiated by the previous script. Again, you can change this to any stringX field as needed. Once the condition for notification is met, an event is attached. The event will trigger the macro that will send the notification.
<source lang="javascript">cr::myscript2(...){
	send_wait( 0, this, "get_attr_vals",1,"string2");
	if (msg_error()) {
		logf(ERROR, "error getting string2 for %s %s - %s", type.sym, ref_num, msg[0]);
		return;
	}
	string z_string2;
	z_string2 = msg[3];
	if (z_string2 == 'LOG') {
		string z_evt;
		// Enter the persid of the event to get attached to the ticket.
		z_evt = "evt:400001";
		// Clear string2
		send_wait(0, this, "call_attr", "string2", "set_val", "", "SURE_SET");
		if (msg_error()) {
			logf(ERROR, "error clearing string2 on %s %s - %s", type.sym, ref_num, msg[0]);
			return;
		} else {
			logf(SIGNIFICANT, "successfully cleared string2 on %s %s", type.sym, ref_num);
		}
		// Attach event that generates notication
		object group_leader;
		object attached_events_table_record;
		send_wait(0, top_object(), "get_co_group");
		if (msg_error()) {
			logf(ERROR, "%s %s - %s", type.sym, ref_num, msg[0]);
		}
		group_leader = msg[0];
		send_wait(0, top_object(), "call_attr", "atev", "get_new_dob", NULL, NULL, group_leader);
		if (msg_error()) {
			logf(ERROR, "%s %s - %s", type.sym, ref_num, msg[0]);
		}
		attached_events_table_record = msg[0];
		attached_events_table_record.obj_id = persistent_id;
		attached_events_table_record.event_tmpl = z_evt;
		send_wait(0, group_leader, "checkin");
		if (msg_error()) {
			logf(ERROR, "error attaching event %s to %s %s - %s", z_evt, type.sym, ref_num, msg[0]);
			return;
		} else {
			logf(SIGNIFICANT, "successfully attached event %s to %s %s", z_evt, type.sym, ref_num);
		}
	}
}</source>

=== Step 2. Create the triggers ===
This step is to create the triggers that will initiate the scripts. The methods used to implement the trigger vary based on the Service Desk release. 

''For r11.x releases'' triggers are created via the [[Schema Designer]] utility. Add the following code as a [[Site-Defined Trigger]] to the  '''[[Act Log Table|alg (Request Activity Log)]]''' table.
<source lang="javascript">POST_VALIDATE zmyscript1() 113 FILTER(type{-> 'LOG'});</source>

Add this code to the '''[[Call Req Table|cr (Request)]]''' table:
<source lang="javascript">POST_VALIDATE zmyscript2() 113 FILTER(string2 == 'LOG');</source>


''For older releases'' triggers are made by creating a [[.mod file]] and placing it in the [[$NX_ROOT]]/site/mods/majic directory. Name the [[.mod file|.mod]] anything you like, but it is recommended that it be preceded with a 'z'.
<source lang="javascript">alg {
  TRIGGERS {
    POST_VALIDATE zmyscript1() 113 FILTER(type{-> 'LOG'});
  };
};

cr {
  TRIGGERS {
    POST_VALIDATE zmyscript2() 113 FILTER(string2 == 'LOG');
  };
};
</source>


=== Step 3. Publish the Schema changes ===
{{Publish Schema Change}}