View source for Send Notification at Callback Time

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

== Overview ==
This article provides instructions for generating an email reminder when the Callback time is reached.

== Procedures ==
=== Step 1. Create Event and Multiple Notification Macro ===
Create the Multiple Notification Macro to be sent. Then create an Event to trigger the macro on TRUE. 

When configuring the Event it is essential that the '''Delay Time''' be set to ''00:00:00'', check '''Allow time resetting''',  and ensure '''Work Shift''' is left blank.

=== Step 2. Create the script ===
{{Create Spell Script}}

<source lang="javascript">// Use 'cr' for Requests, Incidents & Problems, 'chg' for Changes, and 'iss' for Issues
cr::zattach_callback_event(...) {
	object atev_dob, atev_list, group_leader;
	date new_cb, orig_cb, open_dt;
	duration dur;
	int atev_count, i;
	string persid, wc;

	orig_cb = argv[2];
	new_cb = argv[3];
	persid = argv[6];
	open_dt = argv[9];

        // Enter the persid of your callback event
	wc = format("event_tmpl = 'evt:400001' AND obj_id = '%s' AND status_flag = 2", persid); 
        // 5 minutes x 60 seconds = 300 seconds. The 300 below will set the event to fire 5 minutes before the actual Callback Time.
	dur = (duration)(((int)new_cb - (int)open_dt) - 300);

	send_wait(0, top_object(), "get_co_group");
	group_leader = msg[0];

	if (((new_cb != orig_cb) && (!is_null(orig_cb)) && (!is_null(new_cb))) || ((!is_null(orig_cb)) && (is_null(new_cb)))) {
		send_wait(0, top_object(), "call_attr", "atev", "sync_fetch", "STATIC", wc, -1, 0);
		atev_list = msg[0];
		atev_count = msg[1];

		if (atev_count > 0) {
			for (i=0;i<atev_count;i++) {
				send_wait(0, top_object(), "get_co_group");
				group_leader = msg[0];

				send_wait(0, atev_list, "dob_by_index", "DEFAULT", i, i);
				atev_dob = msg[0];
		
				send_wait(0, group_leader, "checkout", atev_dob);
				send_wait(0, atev_dob, "cancel_me");
				send_wait(0, group_leader, "checkin");
				if (msg_error()) {
					logf(ERROR, "error cancelling event for %s - %s", ref_num, msg[0]);
				} else {
					logf(SIGNIFICANT, "successfully cancelled event for %s", ref_num);
				}
			}
		}
	}

	if (((new_cb != orig_cb) && (!is_null(orig_cb)) && (!is_null(new_cb))) || ((is_null(orig_cb)) && (!is_null(new_cb)))) {
		if ((int)dur > 0) {
			send_wait(0, top_object(), "call_attr", "evt", "new_attached_event", (object)NULL, persid, "Notify on Callback", (duration)dur, (date)open_dt, "SLA", 0, 0);
		}
	}
}</source>

=== Step 3. Create the trigger ===
This step is to create the trigger that will initiate the script. The methods used to implement the trigger vary based on the Service Desk release.  In the examples to follow, the trigger is designed to fire if the Status is being changed to 'Resolved'. Use whatever filter you like for attaching your [[Events and Macros|Event]].

''For r11.x releases'' triggers are created via the [[Schema Designer]] utility. Simply add the following code as a [[Site-Defined Trigger]] to the '''[[Call Req Table|cr (Request)]]''', '''[[Change Request Table|chg (Change Order)]]''', or '''[[Issue Table|iss (Issue)]]''' table.
 POST_CI zattach_callback_event(call_back_date,persistent_id,open_date) 777 FILTER(call_back_date{});

''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">// Use OBJECT cr for Requests, Incidents & Problems
// Use OBJECT chg for Change Orders
// Use OBJECT iss for Issues
OBJECT cr {
  TRIGGERS {
    POST_CI zattach_callback_event(call_back_date,persistent_id,open_date) 777 FILTER(call_back_date{});
  };
};</source>

=== Step 4. Publish the Schema changes ===
{{Publish Schema Change}}