Events and Macros
Events
Events are the combination of a condition and one or more actions. They are attached with tickets via Service Types, Service Contracts, or custom code. If an event is attached to a ticket, it will trigger after a defined period of time. When an event is triggered, it's condition is evaluated and will return either True or False. Any actions associated with the condition evaluating to True or False are then executed.
Macros
The conditions and actions that are used in defining the events are done using macros. There are two types of action macros (Condition Macros and Site-Defined Condition Macros) and 4 types of action macros (Action Macros, Attach Event Macros, Multiple Notification Macros, Remote Reference Macro).
Condition Macro
Site-Defined Condition Macro
Action Macro
Action Macros are typically used to set field values, such as increasing Priority or setting the SLA violation. On a fresh install there are many Action Macros included. There are no default capabilities for editing existing or creating new Action Macros. To add new Action Macros, see the section below titled "How To Add New Macros."
It is highly recommended that you do not modify ANY of the default Action Macros. If changes are needed, then create a new macro. It is best to reference existing Action Macros to understand the coding that is need.
Attach Event Macro
Multiple Notification Macro
Remote Reference Macro
How To Add New Macros
The way to add new Action Macros is to do a direct load to the Spell_Macro table.
