Reactivate SLAs on Employee Comment - Revision history

Gityerfix: /* Step 2. Create the trigger */

2008-08-31T12:38:49Z

‎Step 2. Create the trigger

Gityerfix: /* Step 1. Create the scripts */

2008-08-31T12:38:32Z

‎Step 1. Create the scripts

Gityerfix: New page: NOTOC Category:Customizations Category:Incidents Category:Notifications Category:Problems Category:r6 Category:r11 Category:Requests [[Category:Schema Chang...

2008-08-31T12:38:07Z

New page: __NOTOC__ Category:Customizations Category:Incidents Category:Notifications Category:Problems Category:r6 Category:r11 Category:Requests [[Category:Schema Chang...

New page

__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 reactivating the SLAs when an Employee adds a comment to a Request, Incident, or Problem. This assumes that the current Status suspends the SLAs and that when the End User adds a comment that the Status will be set to one that will start the SLA clocks ticketing once again.

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

This script is triggered on the Act_Log table and writes the new status to the status field in the Call_Req table. 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(...) {
string new_stat;
// Enter the desired status code below
new_stat = 'OP';
if (analyst.access_type == 2405 || is_null(analyst.access_type)) {
send_wait(0, this, "call_attr", "call_req_id.status", "set_val", new_stat, "SURE_SET");
if (msg_error()) {
logf(ERROR, "error setting status to %s on %s %s - %s", new_stat, call_req_id.type.sym, call_req_id.ref_num, msg[0]);
return;
} else {
logf(SIGNIFICANT, "successfully set status to %s on %s %s", new_stat, call_req_id.type.sym, call_req_id.ref_num);
}
}
}</source>

=== Step 2. 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. 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>

''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'});
};
};</source>

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

@@ Line 38: / Line 38: @@
 ''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>
+<source lang="javascript">POST_VALIDATE zmyscript() 113 FILTER(type{-> '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'});
+     POST_VALIDATE zmyscript() 113 FILTER(type{-> 'LOG'});
    };
 };</source>

@@ Line 19: / Line 19: @@
 This script is triggered on the Act_Log table and writes the new status to the status field in the Call_Req table. 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(...) {
+<source lang="javascript">alg::myscript(...) {
 	string new_stat;
 	// Enter the desired status code below

Reactivate SLAs on Employee Comment - Revision history

Gityerfix: /* Step 2. Create the trigger */

Gityerfix: /* Step 1. Create the scripts */

Gityerfix: New page: __NOTOC__ Category:Customizations Category:Incidents Category:Notifications Category:Problems Category:r6 Category:r11 Category:Requests [[Category:Schema Chang...

Gityerfix: New page: NOTOC Category:Customizations Category:Incidents Category:Notifications Category:Problems Category:r6 Category:r11 Category:Requests [[Category:Schema Chang...