Administration › Events and Macros › Events

Events

Events are procedures that your issue management system follows after a certain amount of time has elapsed. For example, an event might send a message to a service desk analyst if a "priority 1" issue is not resolved within an hour.

More information:

Create an Event

Search Events

Edit an Event

Create an Event

Create an event and attach a marco to this event. This event is executed after certain time is elapsed. If any macro is attached, an action is performed.

Note: If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.

Follow these steps:

1. Select Events and Macros, Events on the Administration tab.

   The Event List page opens.

2. Click Create New.

   The Create New Event page opens.

3. Complete the event fields and configuration information.

   Click Save.

4. To add the macro to this event, complete the action information.

   The new event is saved.

Event Fields

Complete the following fields to add or edit an event:

Name

The name of the event.

Object Type

Indicates whether the event is attached to an issue, request, change order, workflow task, knowledge document, knowledge report card, assistance session, or managed survey.

This field can only be edited when creating an event. This field is read-only when you want to update the event.

Record Status

Indicates whether the event is active or inactive. Only active events can be used.

Configuration Information Fields

Complete the following fields to add or edit the configuration information:

Delay Time

Specifies the time after which the event is triggered.

Repeat Delay Time

Specifies the interval of time after which you want the event to be triggered again.

Allow Time Resetting

Specifies if a service desk analyst can change the Delay Time. This option must be selected in order for an event to be used as a Service Type event (an event associated with a service level, such as 4-hour resolution.).

Work Shift

Specifies the dates, days, and hours when the service type is in effect.

On Done Event Flag

Specifies the action to take once the event has been completed.

Repeat Event

Repeats the event at the specified time interval until the issue is closed.

Save History

Records the history of activities taken on the event.

No History

Do not record any history of the event. The event does not appear in the Event History window.

Condition

Displays the macro (if associated with the event) indicating the condition checked for by the event.

Text

Defines the event configuration. For some action macros, this field is used for a specific purpose. For example, in the Transfer to Event Contact action macro, it contains the userid of the person to whom you want the ticket to be transferred.