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 field 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.
To store properties and action settings, we recommend defining the Settings class in a separate script that you create from the Class Library template.
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 field. |
| OnTicketCreated | Create a ticket. |
OnTicketChanged
Custom action based on a change in the value of a ticket field (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, stringproperties)
- 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 fields separated by a comma ( table.column).
| table.column | Ticket field |
|---|---|
| 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.