Integrating with Other Help Desk Products › How to Configure Other Help Desk Product Integrations › Program the UniversalHelpDesk.jar File › String[] HDCreateAnnouncement Routine

String[] HDCreateAnnouncement Routine

This routine creates the help desk announcement when a create announcement escalation policy action runs. Implement this routine only if the third-party help desk does supports announcements.

Code this routine as follows:

String[] HDCreateAnnouncement(Map<HDTicketProperties, String> properties)

Return Values:

String[5]

Contains the announcement information in a string array.

String[0]

Contains the announcement handle (if applicable).

String[1]

Contains the announcement number.

String[2]

Contains the announcement type (Request (R), Problem (P), Incident (I)).

String[3]

Contains the URL used to start directly to the announcement.

String[4]

Contains the error text explaining the failure if the announcement number is empty.

The properties parameter lists the name value pairs representing fields and properties that CA SOI used to populate the help desk announcement. The list contains properties from the following areas:

• CA SOI exposed runtime parameters (such as $ASSIGNED)
• Attributes the administrator assigned in the CA SOI Action Editor dialog.