Skip Navigation LinksALVAO 11.2Extension modulesALVAO Service Desk Custom AppsApplicationsAutomatic actions based on ticket eventsITicketAutoAction Skip Navigation Links.


Change Alvao version
Change language
Skip Navigation LinksALVAO 11.2 / Extension modules / ALVAO Service Desk Custom Apps / Applications / Automatic actions based on ticket events / ITicketAutoAction

ITicketAutoAction

By implementing the ITicketAutoAction interface in a application script, you can define custom actions based on a change in the value of a ticket item or respond to a newly created ticket.
In the newly created script, set the value of the Name property (the name of the automatic action) in the action class constructor.
Tip:
To store properties and action settings, we recommend defining the Settings class in a separate script that you create from the Class Library template.
Caution:
If you want to use only some of the methods of the implemented interface in the automatic action, leave an exception in the body of the other methods from the interface: throw new NotImplementedException();.

Interface methods

Method Description
OnTicketChanged Change the ticket item.
OnTicketCreated Create a ticket.

OnTicketChanged

Custom action based on a change in the value of a ticket item (custom/system).
In the implemented method, define both the conditions for performing the operations and the operations themselves.
  • Syntax: void OnTicketChanged(SqlConnection con, SqlTransaction trans, int ticketId, int personId, string properties)
  • Parameters:
    • con - SqlConnection to the database.
    • trans - SqlTransaction of the database transaction in progress.
    • ticketId - The ID of the ticket (tHdTicket.iHdTicketId) to which the custom action applies.
    • personId - The ID of the user (tPerson.iPersonId) who executed the event on the ticket. In some cases it could be the system, then the value is NULL.
    • properties - the changed ticket items separated by a comma (table.column).
      table.column Ticket item
      tHdTicket.TicketStateId Status
      tHdTicket.liHdTicketSlaId SLA
      tHdTicket.dHdTicketDeadline Deadline
      tHdTicket.liHdTicketHdSectionId Service
      tHdTicket.iHdTicketUser Requester
      tHdTicket.liHdTicketSolverPersonId Solver
      tHdTicket.SolverGroupRoleId Solver group
      tHdTicket.sHdTicket Ticket name
      tHdTicket.liHdTicketPriorityId Priority
      tHdTicket.Impact Impact
      tHdTicket.Urgency Urgency
      tHdTicket.mHdTicketNotice Notes
      tHdTicket.sHdTicketGroup Group
      tHdTicket.sHdTicketDeviceCode Device number
      tHdTicket.FeedbackSolveSpeed Solve speed
      tHdTicket.FeedbackProfessionality Professionality
      tHdTicket.FeedbackExpertise Expertise
      tHdTicket.FeedbackComment Comments and Notes
      tHdTicket.RelatedAccountId Related organization
      tHdTicket.Objects Objects
      tHdTicket.RequestedForPersonId Requested for
      tHdTicket.InternalTarget Internal target
      tHdTicket.InternalTargetDeadline Internal target deadline
      tHdTicketCust.* Custom fields
  • Return value: none.
For an example use case, see the AssignToTester application template.

OnTicketCreated

Custom action based on the creation of a ticket.
In the implemented method, define both the conditions for executing the operations and the operations with the ticket itself.
  • Syntax: void OnTicketCreated(SqlConnection con, SqlTransaction trans, int ticketId, int personId)
  • Parameters:
    • con - SqlConnection to the database.
    • trans - SqlTransaction of the ongoing database transaction.
    • ticketId - New ticket ID (tHdTicket.iHdTicketId).
    • personId - ID of the user (tPerson.iPersonId) who created the ticket (does not always have to be the requester).
  • Return value: none.
For an example use case, see the CreateAnalysis application template.

 

Did not find what you were looking for? Ask our technical support team.