Automatically Attach an Event

This article provides instructions for having system generated Activities set to Internal so it cannot be viewed by users of the Employee or Customer Interfaces.

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).

CODE

cr::zmyscript(...){
if (ENTER YOUR IF STATEMENT HERE) {
 object group_leader1;
 object attached_events_table_record1;
 send_wait(0, top_object(), "get_co_group");
 if (msg_error()) {
  logf(ERROR, "%s - %s", ref_num, msg[0]);
 }
 group_leader1 = msg[0];
 send_wait( 0, top_object(), "call_attr", "atev", "get_new_dob", NULL, NULL, group_leader1);
 if (msg_error()) {
  logf(ERROR, "%s - %s", ref_num, msg[0]);
 }
 attached_events_table_record1 = msg[0];
 attached_events_table_record1.obj_id = persistent_id;
 attached_events_table_record1.event_tmpl = "evt:400001"; //Identify Event Here
 send_wait(0, group_leader1, "checkin");
 if (msg_error()) {
  logf(ERROR, "%s - %s", ref_num, msg[0]);
 }
}
}

The trigger that will be created in step 2 is the first level filtering. If you need further filtering then utilize an "if statement" in the spel code above. Otherwise, remove the if statement.

Note: The example script works for Requests, Incidents, and Problems. Change the 'cr' in the first line of the script to 'chg' for Change Orders or 'iss' for Issues.

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. Simply add the following code as a Site-Defined Trigger to the desired table.

CODE

POST_VALIDATE zmyscript() 113 FILTER (status { -> 'RE' } );

Note: This code will work for all ticket types.

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 anything you like, but it is recommended that it be preceded with a 'z'.

CODE

MODIFY cr POST_VALIDATE zmyscript() 113 FILTER (status { -> 'RE' } );

Note: This code works for Requests, Incidents, and Problems. Change the 'cr' to 'chg' for Change Orders or 'iss' for Issues.

Step 3. 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:

1. Save your Schema changes
2. Stop the Service Desk service
3. Run pdm_publish from a command line
4. Start the Service Desk service

For older release recycle the Service Desk service.