Count Ticket Reopens - Revision history

Gityerfix at 03:27, 27 July 2008

2008-07-27T03:27:08Z

Gityerfix at 06:45, 26 July 2008

2008-07-26T06:45:16Z

Gityerfix at 15:51, 18 July 2008

2008-07-18T15:51:34Z

Gityerfix: /* Step 3. Create the trigger */

2008-07-08T03:17:30Z

‎Step 3. Create the trigger

Gityerfix: corrected script

2008-07-06T02:12:17Z

corrected script

Gityerfix at 17:36, 30 June 2008

2008-06-30T17:36:50Z

Gityerfix: Modified links

2008-03-08T19:47:25Z

Modified links

Gityerfix: New page: NOTOC This article provides instructions for calculating the number of times a ticket is reopened. == Step 1. Create new field == The methods used to create new tables columns vary b...

2008-02-19T17:51:25Z

New page: __NOTOC__ This article provides instructions for calculating the number of times a ticket is reopened. == Step 1. Create new field == The methods used to create new tables columns vary b...

New page

__NOTOC__
This article provides instructions for calculating the number of times a ticket is reopened.

== Step 1. Create new field ==
The methods used to create new tables columns vary based on the Service Desk release.[[Image:Reopen count.GIF|thumb|r11.x Screenshot - Add Column]]

For r11.x releases, follow these steps:
#Launch the Web Screen Painter then the Schema Designer
#Add a column per the image to the right.
#Save and Publish your Schema changes
#Stop the Service Desk service
#Run [[pdm_publish]] from a command line
#Start the Service Desk service

For older release, follow these steps:

1. Create a [[.sch file]] with the following syntax and place it in the [[NX_ROOT]]/site/mods directory. Name the [[.sch file|.sch]] anything you like, but it is recommended that it be preceded with a 'z'.
<source lang="javascript">// Use TABLE Call_Req for Requests, Incidents & Problems
// Use TABLE Change_Request for Change Orders
// Use TABLE Issue for Issues
TABLE Call_Req {
zreopen_count INTEGER;
}</source>

2. Create a [[.mod file]] with the following syntax and place 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 and ATTRIBUTE Call_Req for Requests, Incidents & Problems
// Use OBJECT chg and ATTRIBUTE Change_Request for Change Orders
// Use OBJECT iss and ATTRIBUTE Issue for Issues
OBJECT cr {
ATTRIBUTES Call_Req {
zreopen_count INTEGER
{
ON_NEW DEFAULT "0";
};
};
};</source>
3. Run a [[pdm_extract]] command of the target table. Example:
pdm_extract Call_Req > Call_Req.txt

4. Run the Configuration Utility and do not start the Service Desk services.

5. Run a build command of the target table. Example:
sqlbuild -p Call_Req AHD "C:\Program Files\CA\Unicenter ServicePlus Service Desk\site\ddict.sch"

6. Start the Service Desk services

7. Run a [[pdm_load]] command of the previously extracted data. Example:
pdm_load -f Call_Req.txt -v

== Step 2. Create the script ==
A script is created as an [[.spl file]] and placed in the [[NX_ROOT]]/site/mods/majic directory. When the Service Desk service starts, the contents of the majic directory are processed and cached. You can use any naming scheme you like for your [[.spl file]], but it is recommended that the file be preceded with a 'z' for easy identification as a custom file (eg zMyCompany.spl, zcr_scripts.spl, zMyScripts.spl).

<source lang="javascript">// Use 'cr' for Requests, Incidents & Problems, 'chg' for Changes, and 'iss' for Issues
cr::zmyscript(...) {
string zmsg;
// Enter an if statement
int i, n;
if (is_null(zreopen_count)) {
i = 0;
} else {
i = zreopen_count;
}
n = i + 1;
send_wait(0, this, "call_attr", "zreopen_count", "set_val", n, "SURE_SET");</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.

For r11.x releases triggers are created via the [[Schema Designer]] utility. Simply add the following code as a [[Site-Defined Trigger]] to the '''[[cr|cr (Request)]]''', '''[[chg|chg (Change Order)]]''', or '''[[iss|iss (Issue)]]''' table.
PRE_VALIDATE zmyscript() 111 FILTER((active{->1});

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_VALIDATE zmyscript() 111 FILTER((active{->1});
};
};</source>

== Step 4. Publish the Schema changes ==
The methods used to publish schema changes vary based on the Service Desk release.

For r11.x releases, follow these steps:
#Save your Schema changes
#Stop the Service Desk service
#Run [[pdm_publish]] from a command line
#Start the Service Desk service

For older release recycle the Service Desk service.

----
<div align='center'>To make corrections or additions to this article, select the ''edit'' tab above. 
To discuss or ask questions about this article, select the ''discussion'' tab above.</div>

[[Category:Customizations]]

@@ Line 1: / Line 1: @@
 __NOTOC__
 [[Category:Customizations]]
-<div align='center'><font color="green">To make corrections or additions to this article, select the ''edit'' tab above.<br>
+{{Global Header}}
-To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>
+{{Global Announcement}}
 == Overview ==

@@ Line 1: / Line 1: @@
 __NOTOC__
 This article provides instructions for calculating the number of times a ticket is reopened.
-== Step 1. Create new field ==
+== Procedures ==
 The methods used to create new tables columns vary based on the Service Desk release.[[Image:Reopen count.GIF|thumb|r11.x Screenshot - Add Column]]
@@ Line 12: / Line 18: @@
 #Run [[pdm_publish]] from a command line
 #Start the Service Desk service
 ''For older release'', follow these steps:
@@ Line 50: / Line 54: @@
   pdm_load -f Call_Req.txt -v
+=== Step 2. Create the script ===
 == Step 2. Create the script ==
 A script is created as an [[.spl file]] and placed in the [[$NX_ROOT]]/site/mods/majic directory. When the Service Desk service starts, the contents of the majic directory are processed and cached. You can use any naming scheme you like for your [[.spl file]], but it is recommended that the file be preceded with a 'z' for easy identification as a custom file (eg zMyCompany.spl, zcr_scripts.spl, zMyScripts.spl).
@@ Line 66: / Line 69: @@
 }</source>
-== Step 3. Create the trigger ==
+=== Step 3. Create the trigger ===
 This step is to create the trigger that will initiate the script. The methods used to implement the trigger vary based on the Service Desk release.
 ''For r11.x releases'' triggers are created via the [[Schema Designer]] utility. Simply add the following code as a [[Site-Defined Trigger]] to the '''[[Call Req Table|cr (Request)]]''', '''[[Change Request Table|chg (Change Order)]]''', or '''[[Issue Table|iss (Issue)]]''' table.
   PRE_VALIDATE zmyscript() 111 FILTER(active{->1});
 ''For older releases'' triggers are made by creating a [[.mod file]] and placing it in the [[$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'.
@@ Line 84: / Line 86: @@
 };</source>
-== Step 4. Publish the Schema changes ==
+=== Step 4. Publish the Schema changes ===
 The methods used to publish schema changes vary based on the Service Desk release.
@@ Line 94: / Line 96: @@
 ''For older release'' recycle the Service Desk service.

@@ Line 5: / Line 5: @@
 The methods used to create new tables columns vary based on the Service Desk release.[[Image:Reopen count.GIF|thumb|r11.x Screenshot - Add Column]]
-<font color="blue">For r11.x releases</font>, follow these steps:
+''For r11.x releases'', follow these steps:
 #Launch the Web Screen Painter then the Schema Designer
 #Add a column per the image to the right.
@@ Line 15: / Line 15: @@
-<font color="blue">For older release</font>, follow these steps:
+''For older release'', follow these steps:
 . Create a [[.sch file]] with the following syntax and place it in the [[$NX_ROOT]]/site/mods directory. Name the [[.sch file|.sch]] anything you like, but it is recommended that it be preceded with a 'z'.
@@ Line 69: / Line 69: @@
 This step is to create the trigger that will initiate the script. The methods used to implement the trigger vary based on the Service Desk release.
+''For r11.x releases'' triggers are created via the [[Schema Designer]] utility. Simply add the following code as a [[Site-Defined Trigger]] to the '''[[Call Req Table|cr (Request)]]''', '''[[Change Request Table|chg (Change Order)]]''', or '''[[Issue Table|iss (Issue)]]''' table.
-<font color="blue">For r11.x releases</font> triggers are created via the [[Schema Designer]] utility. Simply add the following code as a [[Site-Defined Trigger]] to the '''[[Call Req Table|cr (Request)]]''', '''[[Change Request Table|chg (Change Order)]]''', or '''[[Issue Table|iss (Issue)]]''' table.
   PRE_VALIDATE zmyscript() 111 FILTER(active{->1});
-<font color="blue">For older releases</font> triggers are made by creating a [[.mod file]] and placing it in the [[$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'.
+''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
@@ Line 88: / Line 87: @@
 The methods used to publish schema changes vary based on the Service Desk release.
-<font color="blue">For r11.x releases</font>, follow these steps:
+''For r11.x releases'', follow these steps:
 #Save your Schema changes
 #Stop the Service Desk service
@@ Line 94: / Line 93: @@
 #Start the Service Desk service
-<font color="blue">For older release</font> recycle the Service Desk service.
+''For older release'' recycle the Service Desk service.
 ----
-<div align='center'><font color="red">To make corrections or additions to this article, select the ''edit'' tab above.<br>
+<div align='center'><font color="green">To make corrections or additions to this article, select the ''edit'' tab above.<br>
 To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>
 [[Category:Customizations]]

← Older revision		Revision as of 19:47, 8 March 2008
Line 72:		Line 72:


−	<font color="blue">For r11.x releases</font> triggers are created via the [[Schema Designer]] utility. Simply add the following code as a [[Site-Defined Trigger]] to the '''[[cr\|cr (Request)]]''', '''[[~~chg~~\|chg (Change Order)]]''', or '''[[~~iss~~\|iss (Issue)]]''' table.	+	<font color="blue">For r11.x releases</font> 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.
	PRE_VALIDATE zmyscript() 111 FILTER((active{->1});		PRE_VALIDATE zmyscript() 111 FILTER((active{->1});

@@ Line 71: / Line 71: @@
 <font color="blue">For r11.x releases</font> 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.
-  PRE_VALIDATE zmyscript() 111 FILTER((active{->1});
+  PRE_VALIDATE zmyscript() 111 FILTER(active{->1});
@@ Line 81: / Line 81: @@
 OBJECT cr {
    TRIGGERS {
-     POST_VALIDATE zmyscript() 111 FILTER((active{->1});
+     POST_VALIDATE zmyscript() 111 FILTER(active{->1});
    };
 };</source>

@@ Line 56: / Line 56: @@
 <source lang="javascript">// Use 'cr' for Requests, Incidents & Problems, 'chg' for Changes, and 'iss' for Issues
 cr::zmyscript(...) {
 int i, n;
 if (is_null(zreopen_count)) {
@@ Line 65: / Line 63: @@
+}
 n = i + 1;
-send_wait(0, this, "call_attr", "zreopen_count", "set_val", n, "SURE_SET");</source>
+send_wait(0, this, "call_attr", "zreopen_count", "set_val", n, "SURE_SET");
+}</source>
 == Step 3. Create the trigger ==

@@ Line 17: / Line 17: @@
 <font color="blue">For older release</font>, follow these steps:
-. Create a [[.sch file]] with the following syntax and place it in the [[NX_ROOT]]/site/mods directory. Name the [[.sch file|.sch]] anything you like, but it is recommended that it be preceded with a 'z'.
+. Create a [[.sch file]] with the following syntax and place it in the [[$NX_ROOT]]/site/mods directory. Name the [[.sch file|.sch]] anything you like, but it is recommended that it be preceded with a 'z'.
 <source lang="javascript">// Use TABLE Call_Req for Requests, Incidents & Problems
 // Use TABLE Change_Request for Change Orders
@@ Line 25: / Line 25: @@
 }</source>
-. Create a [[.mod file]] with the following syntax and place it in the [[NX_ROOT]]/site/mods/majic directory. Name the [[.mod file|.mod]] anything you like, but it is recommended that it be preceded with a 'z'.
+. Create a [[.mod file]] with the following syntax and place it in the [[$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 and ATTRIBUTE Call_Req for Requests, Incidents & Problems
 // Use OBJECT chg and ATTRIBUTE Change_Request for Change Orders
@@ Line 52: / Line 52: @@
 == Step 2. Create the script ==
-A script is created as an [[.spl file]] and placed in the [[NX_ROOT]]/site/mods/majic directory. When the Service Desk service starts, the contents of the majic directory are processed and cached. You can use any naming scheme you like for your [[.spl file]], but it is recommended that the file be preceded with a 'z' for easy identification as a custom file (eg zMyCompany.spl, zcr_scripts.spl, zMyScripts.spl).
+A script is created as an [[.spl file]] and placed in the [[$NX_ROOT]]/site/mods/majic directory. When the Service Desk service starts, the contents of the majic directory are processed and cached. You can use any naming scheme you like for your [[.spl file]], but it is recommended that the file be preceded with a 'z' for easy identification as a custom file (eg zMyCompany.spl, zcr_scripts.spl, zMyScripts.spl).
 <source lang="javascript">// Use 'cr' for Requests, Incidents & Problems, 'chg' for Changes, and 'iss' for Issues
@@ Line 76: / Line 76: @@
-<font color="blue">For older releases</font> triggers are made by creating a [[.mod file]] and placing it in the [[NX_ROOT]]/site/mods/majic directory. Name the [[.mod file|.mod]] anything you like, but it is recommended that it be preceded with a 'z'.
+<font color="blue">For older releases</font> triggers are made by creating a [[.mod file]] and placing it in the [[$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