Set Priority Based on Urgency and Impact - Revision history

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

2010-12-15T12:05:33Z

‎Step 2. Create the trigger

Gityerfix: Reverted edits by Agegeleruvy (Talk); changed back to last version by Harry.pieterse@glidepath.n

2010-11-30T05:27:09Z

Reverted edits by Agegeleruvy (Talk); changed back to last version by Harry.pieterse@glidepath.n

Agegeleruvy at 03:04, 24 November 2010

2010-11-24T03:04:36Z

Harry.pieterse@glidepath.n: /* Step 3. Publish the Schema changes */

2009-05-12T13:46:01Z

‎Step 3. Publish the Schema changes

Gityerfix at 06:01, 6 August 2008

2008-08-06T06:01:15Z

Gityerfix at 05:55, 6 August 2008

2008-08-06T05:55:53Z

Gityerfix at 18:59, 26 July 2008

2008-07-26T18:59:23Z

Gityerfix at 05:19, 26 July 2008

2008-07-26T05:19:18Z

Gityerfix at 21:31, 25 July 2008

2008-07-25T21:31:17Z

Gityerfix: Correct error in script

2008-07-23T18:44:30Z

Correct error in script

@@ Line 89: / Line 89: @@
 ''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)]]''' table.
-  POST_VALIDATE zprefix() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));
+  POST_VALIDATE zmyscript() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));
 ''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 1: / Line 1: @@
 __NOTOC__
 [[Category:Customizations]]
@@ Line 24: / Line 16: @@
 === Step 1. 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).
-&lt;source lang=&quot;javascript&quot;&gt;cr::zmyscript(...){
+<source lang="javascript">cr::zmyscript(...){
 	int z_pri;
-         if ((urgency == 0) &amp;&amp; (impact == 5))
+         if ((urgency == 0) && (impact == 5))
              {z_pri = 5;}
          // priority = 4, is priority of High
-         if (((urgency == 0) &amp;&amp; (impact == 4)) ||
+         if (((urgency == 0) && (impact == 4)) ||
-             ((urgency == 0) &amp;&amp; (impact == 3)) ||
+             ((urgency == 0) && (impact == 3)) ||
-             ((urgency == 1) &amp;&amp; (impact == 5)) ||
+             ((urgency == 1) && (impact == 5)) ||
-             ((urgency == 1) &amp;&amp; (impact == 4)) ||
+             ((urgency == 1) && (impact == 4)) ||
-             ((urgency == 2) &amp;&amp; (impact == 5)))
+             ((urgency == 2) && (impact == 5)))
              {z_pri = 4;}
          // priority =3, is priority of Medium
-         if (((urgency == 0) &amp;&amp; (impact == 2)) ||
+         if (((urgency == 0) && (impact == 2)) ||
-             ((urgency == 1) &amp;&amp; (impact == 3)) ||
+             ((urgency == 1) && (impact == 3)) ||
-             ((urgency == 1) &amp;&amp; (impact == 2)) ||
+             ((urgency == 1) && (impact == 2)) ||
-             ((urgency == 2) &amp;&amp; (impact == 4)) ||
+             ((urgency == 2) && (impact == 4)) ||
-             ((urgency == 2) &amp;&amp; (impact == 3)) ||
+             ((urgency == 2) && (impact == 3)) ||
-             ((urgency == 3) &amp;&amp; (impact == 5)) ||
+             ((urgency == 3) && (impact == 5)) ||
-             ((urgency == 3) &amp;&amp; (impact == 4)))
+             ((urgency == 3) && (impact == 4)))
              {z_pri = 3;}
          // priority = 2, is priority of Low
-         if (((urgency == 2) &amp;&amp; (impact == 2)) ||
+         if (((urgency == 2) && (impact == 2)) ||
-             ((urgency == 3) &amp;&amp; (impact == 3)) ||
+             ((urgency == 3) && (impact == 3)) ||
-             ((urgency == 3) &amp;&amp; (impact == 2)))
+             ((urgency == 3) && (impact == 2)))
              {z_pri = 2;}
-  	send_wait(0, this, &quot;call_attr&quot;, &quot;priority&quot;, &quot;set_val&quot;, z_pri, &quot;SURE_SET&quot;);
+  	send_wait(0, this, "call_attr", "priority", "set_val", z_pri, "SURE_SET");
 	if (msg_error()) {
-		logf(ERROR, &quot;error setting priority to %s on %s %s - %s&quot;, z_pri, type.sym, ref_num, msg[0]);
+		logf(ERROR, "error setting priority to %s on %s %s - %s", z_pri, type.sym, ref_num, msg[0]);
 		return;
 	} else {
-		logf(SIGNIFICANT, &quot;successfully set priority to %s on %s %s&quot;, z_pri, type.sym, ref_num);
+		logf(SIGNIFICANT, "successfully set priority to %s on %s %s", z_pri, type.sym, ref_num);
+	}
-}&lt;/source&gt;
+}</source>
 This script was based on the following matrix:
 {|
@@ Line 68: / Line 60: @@
 |-
 ! 1-Critical
-| bgcolor=&quot;red&quot;|Critical
+| bgcolor="red"|Critical
-| bgcolor=&quot;yellow&quot;|High
+| bgcolor="yellow"|High
-| bgcolor=&quot;yellow&quot;|High
+| bgcolor="yellow"|High
-| bgcolor=&quot;green&quot;|Medium
+| bgcolor="green"|Medium
 |-
 ! 2-High
-| bgcolor=&quot;yellow&quot;|High
+| bgcolor="yellow"|High
-| bgcolor=&quot;yellow&quot;|High
+| bgcolor="yellow"|High
-| bgcolor=&quot;green&quot;|Medium
+| bgcolor="green"|Medium
-| bgcolor=&quot;green&quot;|Medium
+| bgcolor="green"|Medium
 |-
 ! 3-Medium
-| bgcolor=&quot;yellow&quot;|High
+| bgcolor="yellow"|High
-| bgcolor=&quot;green&quot;|Medium
+| bgcolor="green"|Medium
-| bgcolor=&quot;green&quot;|Medium
+| bgcolor="green"|Medium
-| bgcolor=&quot;blue&quot;|Low
+| bgcolor="blue"|Low
 |-
 ! 4-Low
-| bgcolor=&quot;green&quot;|Medium
+| bgcolor="green"|Medium
-| bgcolor=&quot;green&quot;|Medium
+| bgcolor="green"|Medium
-| bgcolor=&quot;blue&quot;|Low
+| bgcolor="blue"|Low
-| bgcolor=&quot;blue&quot;|Low
+| bgcolor="blue"|Low
 |-
 |}
@@ Line 97: / Line 89: @@
 ''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)]]''' table.
-  POST_VALIDATE zprefix() 111 FILTER(EVENT(&quot;INSERT&quot;) || (impact{} || urgency{}));
+  POST_VALIDATE zprefix() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));
 ''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'.
-&lt;source lang=&quot;javascript&quot;&gt;OBJECT cr {
+<source lang="javascript">OBJECT cr {
    TRIGGERS {
-     POST_VALIDATE zmyscript() 111 FILTER(EVENT(&quot;INSERT&quot;) || (impact{} || urgency{}));
+     POST_VALIDATE zmyscript() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));
    };
-};&lt;/source&gt;
+};</source>
 === Step 3. Publish the Schema changes ===

@@ Line 1: / Line 1: @@
 __NOTOC__
 [[Category:Customizations]]
@@ Line 16: / Line 24: @@
 === Step 1. 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">cr::zmyscript(...){
+&lt;source lang=&quot;javascript&quot;&gt;cr::zmyscript(...){
 	int z_pri;
-         if ((urgency == 0) && (impact == 5))
+         if ((urgency == 0) &amp;&amp; (impact == 5))
              {z_pri = 5;}
          // priority = 4, is priority of High
-         if (((urgency == 0) && (impact == 4)) ||
+         if (((urgency == 0) &amp;&amp; (impact == 4)) ||
-             ((urgency == 0) && (impact == 3)) ||
+             ((urgency == 0) &amp;&amp; (impact == 3)) ||
-             ((urgency == 1) && (impact == 5)) ||
+             ((urgency == 1) &amp;&amp; (impact == 5)) ||
-             ((urgency == 1) && (impact == 4)) ||
+             ((urgency == 1) &amp;&amp; (impact == 4)) ||
-             ((urgency == 2) && (impact == 5)))
+             ((urgency == 2) &amp;&amp; (impact == 5)))
              {z_pri = 4;}
          // priority =3, is priority of Medium
-         if (((urgency == 0) && (impact == 2)) ||
+         if (((urgency == 0) &amp;&amp; (impact == 2)) ||
-             ((urgency == 1) && (impact == 3)) ||
+             ((urgency == 1) &amp;&amp; (impact == 3)) ||
-             ((urgency == 1) && (impact == 2)) ||
+             ((urgency == 1) &amp;&amp; (impact == 2)) ||
-             ((urgency == 2) && (impact == 4)) ||
+             ((urgency == 2) &amp;&amp; (impact == 4)) ||
-             ((urgency == 2) && (impact == 3)) ||
+             ((urgency == 2) &amp;&amp; (impact == 3)) ||
-             ((urgency == 3) && (impact == 5)) ||
+             ((urgency == 3) &amp;&amp; (impact == 5)) ||
-             ((urgency == 3) && (impact == 4)))
+             ((urgency == 3) &amp;&amp; (impact == 4)))
              {z_pri = 3;}
          // priority = 2, is priority of Low
-         if (((urgency == 2) && (impact == 2)) ||
+         if (((urgency == 2) &amp;&amp; (impact == 2)) ||
-             ((urgency == 3) && (impact == 3)) ||
+             ((urgency == 3) &amp;&amp; (impact == 3)) ||
-             ((urgency == 3) && (impact == 2)))
+             ((urgency == 3) &amp;&amp; (impact == 2)))
              {z_pri = 2;}
-  	send_wait(0, this, "call_attr", "priority", "set_val", z_pri, "SURE_SET");
+  	send_wait(0, this, &quot;call_attr&quot;, &quot;priority&quot;, &quot;set_val&quot;, z_pri, &quot;SURE_SET&quot;);
 	if (msg_error()) {
-		logf(ERROR, "error setting priority to %s on %s %s - %s", z_pri, type.sym, ref_num, msg[0]);
+		logf(ERROR, &quot;error setting priority to %s on %s %s - %s&quot;, z_pri, type.sym, ref_num, msg[0]);
 		return;
 	} else {
-		logf(SIGNIFICANT, "successfully set priority to %s on %s %s", z_pri, type.sym, ref_num);
+		logf(SIGNIFICANT, &quot;successfully set priority to %s on %s %s&quot;, z_pri, type.sym, ref_num);
+	}
-}</source>
+}&lt;/source&gt;
 This script was based on the following matrix:
 {|
@@ Line 60: / Line 68: @@
 |-
 ! 1-Critical
-| bgcolor="red"|Critical
+| bgcolor=&quot;red&quot;|Critical
-| bgcolor="yellow"|High
+| bgcolor=&quot;yellow&quot;|High
-| bgcolor="yellow"|High
+| bgcolor=&quot;yellow&quot;|High
-| bgcolor="green"|Medium
+| bgcolor=&quot;green&quot;|Medium
 |-
 ! 2-High
-| bgcolor="yellow"|High
+| bgcolor=&quot;yellow&quot;|High
-| bgcolor="yellow"|High
+| bgcolor=&quot;yellow&quot;|High
-| bgcolor="green"|Medium
+| bgcolor=&quot;green&quot;|Medium
-| bgcolor="green"|Medium
+| bgcolor=&quot;green&quot;|Medium
 |-
 ! 3-Medium
-| bgcolor="yellow"|High
+| bgcolor=&quot;yellow&quot;|High
-| bgcolor="green"|Medium
+| bgcolor=&quot;green&quot;|Medium
-| bgcolor="green"|Medium
+| bgcolor=&quot;green&quot;|Medium
-| bgcolor="blue"|Low
+| bgcolor=&quot;blue&quot;|Low
 |-
 ! 4-Low
-| bgcolor="green"|Medium
+| bgcolor=&quot;green&quot;|Medium
-| bgcolor="green"|Medium
+| bgcolor=&quot;green&quot;|Medium
-| bgcolor="blue"|Low
+| bgcolor=&quot;blue&quot;|Low
-| bgcolor="blue"|Low
+| bgcolor=&quot;blue&quot;|Low
 |-
 |}
@@ Line 89: / Line 97: @@
 ''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)]]''' table.
-  POST_VALIDATE zprefix() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));
+  POST_VALIDATE zprefix() 111 FILTER(EVENT(&quot;INSERT&quot;) || (impact{} || urgency{}));
 ''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">OBJECT cr {
+&lt;source lang=&quot;javascript&quot;&gt;OBJECT cr {
    TRIGGERS {
-     POST_VALIDATE zmyscript() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));
+     POST_VALIDATE zmyscript() 111 FILTER(EVENT(&quot;INSERT&quot;) || (impact{} || urgency{}));
    };
-};</source>
+};&lt;/source&gt;
 === Step 3. Publish the Schema changes ===

@@ Line 103: / Line 103: @@
 ''For r11.x releases'', follow these steps:
 #Save your Schema changes
 #Stop the Service Desk service
 #Run [[pdm_publish]] from a command line

@@ Line 5: / Line 5: @@
 [[Category:r11]]
 [[Category:Requests]]
-[[Category:Schema Change]]
+[[Category:Schema Changes]]
 [[Category:Spel Code]]
 {{Global Header}}

@@ Line 1: / Line 1: @@
 __NOTOC__
 [[Category:Customizations]]
 {{Global Header}}
 {{Global Announcement}}
 == Overview ==
-This article provides instructions for setting a ticket's priority field based on the values of it's urgency and impact fields.  This customization works only in r11.x releases.
+This article provides instructions for setting a ticket's priority field based on the values of it's urgency and impact fields.
 == Procedures ==