Automatically Set Assignee to Closing Analyst

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Overview

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.

Procedures

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">// Use 'cr' for Requests, Incidents & Problems, 'chg' for Changes, and 'iss' for Issues cr::zmyscript(...){ if(is_null(assignee)){ // Use 'int' in place of 'uuid' in the line below if for pre-r11 releases uuid userid; send_wait(0, top_object(), "call_attr", "cr", "current_user_id"); userid = msg[0]; assignee = userid; } }</source>

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.

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. In the examples to follow, the trigger is designed to fire if the Status is being changed to 'Resolved'. Use whatever filter you like for attaching your event.

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 (Request), chg (Change Order), or iss (Issue) table.

POST_VALIDATE zmyscript() 111 FILTER(EVENT("UPDATE") && status{->'CL'});

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'.

<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(EVENT("UPDATE") && status{->'CL'});
 };

};</source>

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 and Publish your Schema changes (under File menu of Schema Designer)
2. Stop the Service Desk service
3. Run pdm_publish from a command line
4. Start the Service Desk service

For older releases recycle the Service Desk service.