Automatic Actions Triggered by Event on Request

Automatic actions can be started in the following cases:

• Request item value change (custom/system)
• Creating a new request
• Creating a new event
• Editing an event
• Deleting an event
• Loading a new message from the service mailbox

For automatic actions to work you have to enable the Custom program extensions.

Preparation of new automatic action

In the folder where ALVAO Service Desk WebService is installed, copy the CodeExtension_Template.cs file in the App_Code folder and rename it according to the functionality performed by the action.

In the newly created file, enter a definition of the new automatic action into the bordered code block by implementing the ITicketAutoAction or IActAutoAction interface and set the value for the name property (name of the automatic action) in the command class constructor.

Example

Class definition:

…
class AssignToTester : ITicketAutoAction
{
    public string name;

    public string Name
    {
        get { return name; }
        set { name = value; }
    }

    public AssignToTester()
    {
        name = "Resolved in Version – Assign to test";
    }

    string sectionName = "Program edits"; // The name of the service the request must be in so that it can be assigned to testers (e.g. Actions performed when the request item is changed)
    string stateName = "Implementation"; // The name of the status the request must be in so that it can be assigned to testers (e.g. Actions performed when the request item is changed)

    string sectionName2 = "Program edits"; // The name of the service in which a new request is created (e.g. Actions performed when a new request is created)
    string sectionNameForCreate = "Program edits/Proposals and analyses"; // The name of the service for which a request for suggestion for the new request is to be created (e.g. Actions performed when a new request is created)

}
…

Defining the conditions and executed operations for automatic action

public void OnTicketChanged(SqlConnection con, SqlTransaction trans, int ticketId, int personId, string properties)
{
    throw new NotImplementedException();
}

Actions performed when the request item is changed

Automatic actions can be executed when the following items are changed:

In the created action class, implement the ITicketAutoAction interface and its method OnTicketChanged. The input parameters are the following:

• ticketId (request number)
• personId (id of the person who performed the event on the request) – In some cases, it might have been the system, if so, the value is NULL
• properties (changed request items separated by comma – table.column)

In the implemented method, define both the conditions for executing the operations, and the request operations themselves.

Example of an automatic action executed when a request item is changed:

Assigning the request to a solver from the Testers group if the request is in the Program edits service and its status is Implementation.

…
class AssignToTester : ITicketAutoAction
{
…
    public void OnTicketChanged(SqlConnection con, SqlTransaction trans, int ticketId, int personId, string properties)
    {
        if (properties.Contains("tHdTicketCust.solvedInVersion"))
        {
            try
            {
                HelpdeskWebService sdws = new HelpdeskWebService();

                // loading values
                string solvedInVersion = sdws.ReadColumn(ticketId, "tHdTicketCust", "solvedInVersion");
                string section = sdws.ReadColumn(ticketId, "TicketForeignKeyInfo", "SectionName");
                string state = sdws.ReadColumn(ticketId, "tHdTicket", "sHdTicketStateNotice");

                // checking values
                if (!String.IsNullOrEmpty(solvedInVersion) && section == sectionName && state == stateName)
                {
                    // loading data
                    using (SqlCommand Cmd = new SqlCommand(@"SELECT TOP 1 TRP.liRolePersonPersonId newSolverId
                    FROM tRolePerson TRP JOIN tRole TR ON TRP.liRolePersonRoleId=TR.iRoleId WHERE TR.sRole = N'Testers'", con, trans))
                    {
                        using(SqlDataReader reader = Cmd.ExecuteReader())
                        {
                            int newSolverId; // new request solver id

                            if (reader.Read())
                            {
                                newSolverId = int.Parse((reader["newSolverId"]).ToString());

                                // assigning to solver
                                sdws.AssignToSolver(ticketId, newSolverId);
                            }
                            reader.Close();
                        }
                    }
                }
            }
            catch (Exception ex)
            {
                throw ex;
            }
        }
    }
…
}
…

The whole example can be downloaded here.

To run the example, you must add the solvedInVersion custom item of the nvarchar type to the tHdTicketCust table.

Actions performed when a new request is created

In the created automatic action class, implement the ITicketAutoAction interface and its method OnTicketCreated. The input parameters are the following:

• ticketId (request number)
• personId (id of the person who created the request – sometimes can be other than the requester).

Example of an automatic action executed when a new request is created:

When a new request is created in the Program edits service, a new linked request will be created in the Program edits/Proposals and analyses service to create a suggestion for the new request.

…
class AssignToTester : ITicketAutoAction
{
…
    public void OnTicketCreated(SqlConnection con, SqlTransaction trans, int ticketId, int personId)
    {
        try
        {
            HelpdeskWebService sdws = new HelpdeskWebService();

            // loading values
            bool createAnalysis;
            if ((sdws.ReadColumn(ticketId, "tHdTicketCust", "createAnalysis")) != null)
                createAnalysis = bool.Parse(sdws.ReadColumn(ticketId, "tHdTicketCust", "createAnalysis"));
            else
                createAnalysis = false;
            string section = sdws.ReadColumn(ticketId, "TicketForeignKeyInfo", "SectionName");
            string name = sdws.ReadColumn(ticketId, "tHdTicket", "sHdTicket");

            // checking values
            if (section == sectionName2 && createAnalysis)
            {
                // creating the request to form a suggestion
                int newTicket = sdws.CreateTicket(personId, personId, null, null, sectionNameForCreate, null, name + " - suggestion", null, null, null, null, null,
                                                   DateTime.Now.ToUniversalTime(), DateTime.Now.ToUniversalTime(), 7);

                // creating link
                using(SqlCommand Cmd = new SqlCommand(@"INSERT INTO TicketRelation (BeginHdTicketId, EndHdTicketId, TicketRelationTypeId)
                VALUES (@rootTicket, @newTicket, 2)", con, trans))
                {
                    Cmd.Parameters.Add("@rootTicket", SqlDbType.Int).Value = ticketId;
                    Cmd.Parameters.Add("@newTicket", SqlDbType.Int).Value = newTicket;
                    Cmd.ExecuteNonQuery();
                }
            }
        }
        catch (Exception ex)
        {
            throw ex;
        }
    }
…
}
…

The whole example can be downloaded here.

To run the example, you must add the solvedInVersion custom item of the nvarchar type to the tHdTicketCust table.

Actions performed when an event is created

• Manual creation of an event using the New event or New note command in SD Console or WebApp.
• Sending a message using the commands Send message, Reply, etc. in the SD Console or WebApp.
• Loading an e-mail from the service mailbox using MailboxReader.
• Loading a message manually using the Load messages from MS Outlook command in the SD Console.
• Loading a message manually using the Save to request log in Outlook Add-in.
• Creating a creation event for a new request.
• By calling the web method CreateAct or CreateTicket, where the creating message is created.

In the created automatic action class, implement the IActAutoAction interface and its method OnActCreated. The input parameters are the following:

• actId (event id),
• personId (id of the person who created the event).

Example of an automatic action executed when an event is created:

…
class SendMailsAboutNewEvent : IActAutoAction
{
   public string name;

   public string Name
   {
       get { return name; }
       set { name = value; }
   }

   public SendMailsAboutNewEvent()
   {
       name = "New event – send e-mails";
   }

   string section = "Program edits"; // The name of the service based on whose request the event will be created

   public void OnActChanged(SqlConnection con, SqlTransaction trans, int ticketId, int personId, string properties) {
       throw new NotImplementedException();
   }
   public void OnActRemoved(SqlConnection con, SqlTransaction trans, int ticketId, int personId) {
       throw new NotImplementedException();
   }

   public void OnActCreated(SqlConnection con, SqlTransaction trans, int actId, int personId)
   {
       try
       {
           HelpdeskWebService sdws = new HelpdeskWebService();

           // loading values
           int ticketId = 0, fromPersonId = 0;
           string actFrom = "", actFromEmail = "", actTo = "", actToEmail = "", actSubject = "", actPlainText = "";
           using (SqlCommand Cmd = new SqlCommand(@"SELECT liActHdTicketId, liActFromPersonId, sActFrom, sActFromEmail,
           sActTo, sActToEmail, sAct, mActNotice FROM tAct WHERE iActId = @actId", con, trans))
           {
               Cmd.Parameters.Add("@actId", SqlDbType.Int).Value = actId;
               using (SqlDataReader reader = Cmd.ExecuteReader())
               {
                   if (reader.Read())
                   {
                       ticketId = int.Parse((reader["liActHdTicketId"]).ToString());
                       fromPersonId = int.Parse((reader["liActFromPersonId"]).ToString());
                       actFrom = (reader["sActFrom"]).ToString();
                       actFromEmail = (reader["sActFromEmail"]).ToString();
                       actTo = (reader["sActTo"]).ToString();
                       actToEmail = (reader["sActToEmail"]).ToString();
                       actSubject = (reader["sAct"]).ToString();
                       actPlainText = "Hello,\n\n an event has been created for request number " + ticketId.ToString() + ":\n\n" + (reader["mActNotice"]).ToString();
                   }
                   reader.Close();
               }
           }
           string sectionName = sdws.ReadColumn(ticketId, "TicketForeignKeyInfo", "SectionName");

           // checking values
           if (sectionName == section)
           {
               // loading data
               int sectionId = int.Parse(sdws.ReadColumn(ticketId, "tHdTicket", "liHdTicketHdSectionId"));
               string sectionEmail = sdws.ReadColumn(sectionId, "tHdSection", "sHdSectionEmail");

               List<string> recipients = new List<string>();
               using (SqlCommand Cmd = new SqlCommand(@"select sPersonEmail from vHdSectionManager
               left join tPerson on iPersonId = liHdSectionManagerPersonId
               where sPersonEmail is not null and liHdSectionManagerHdSectionId = @sectionId", con, trans))
               {
                   Cmd.Parameters.Add("@sectionId", SqlDbType.Int).Value = sectionId;
                   using (SqlDataReader reader = Cmd.ExecuteReader())
                   {
                       string personEmail = "";
                       while (reader.Read())
                       {
                           personEmail = (reader["sPersonEmail"]).ToString();
                           if (!actTo.Contains(personEmail) && !actToEmail.Contains(personEmail) && !actFrom.Contains(personEmail) && !actFromEmail.Contains(personEmail))
                               recipients.Add(personEmail);
                       }
                       reader.Close();
                   }
               }

               //sending e-mail
               if (recipients.Count > 0)
                   sdws.SendMail(ticketId, sectionEmail, recipients, null, actSubject, actPlainText, false, false, con, trans);
           }
       }
       catch (Exception ex)
       {
           throw ex;
       }
   }
}
…

The whole example can be downloaded here.

Actions performed when an event is edited

Automatic actions can be executed when the following items are changed:

In the created automatic action class, implement the IActAutoAction interface and its method OnActChanged. The input parameters are the following:

• actId (event id),
• personId (id of the person who changed the event),
• properties (changed event items separated by commas – table.column).

Actions performed when an event is deleted

In the created automatic action class, implement the IActAutoAction interface and its method OnActRemoved. The input parameters are the following:

• actId (event id),
• personId (id of the person who deleted the event).

Actions executed when a message is loaded

In the automatic action's class you have created, implement the IMailMessageAutoAction interface and its method OnMessageReceived. The input parameters are the following:

• message (the message object),
• sectionId (id of the service in which the message was loaded),
• ticketId (id of the request the message belongs to based on its subject; or zero, if a new request is created),
• fromPersonId (id of the message sender or of the Host account if the message sender wasn't found).

If multiple automatic actions are implemented, they will be called one by one until one of them returns false. The order in which they are called is not guaranteed.

Example of an automatic action executed when a message is loaded:

……
public class AssignToSolverByEmail : IMailMessageAutoAction
{
   public string name;

   public string Name
   {
       get { return name; }
       set { name = value; }
   }

   public AssignToSolverByEmail()
   {
       name = "Assigning to solver by e-mail";
   }

   public bool OnMessageReceived(SqlConnection con, SqlTransaction trans, Rebex.Mail.MailMessage message, int sectonId, int ticketId, int fromPersonId)
   {
       if (ticketId == 0)
           return true;

       if(message.BodyText != null)
       {
           int startIndex = message.BodyText.IndexOf("ASSIGNTO:");
           if(startIndex >= 0)
           {
               int length = message.BodyText.IndexOf("\n", startIndex) - (startIndex + 9);
               string user = message.BodyText.Substring(startIndex + 9, length).Trim();
               using (SqlCommand Cmd = new SqlCommand(@"exec spPersonSearch @sample, NULL, 0, NULL, '', 1", con, trans))
               {
                   Cmd.Parameters.Add("@sample", SqlDbType.NVarChar).Value = user;
                   using (SqlDataReader reader = Cmd.ExecuteReader())
                   {
                       if (reader.Read())
                       {
                           HelpdeskWebService sdws = new HelpdeskWebService();
                           int solverId = int.Parse((reader["PersonId"]).ToString());
                           sdws.AssignTicketToSolver(ticketId, solverId, fromPersonId, string.Empty, null, true);
                           return false;
                       }
                   }
               }
           }
       }
       return true;
   }
}
…

The whole example can be downloaded here.

Sending a message within the automatic action

If you need to send any message within the automatic action, use the SendMail method with the parameters described below. The message sent can also be written into the request log automatically.

Description of parameters of the SendMail method.