Event

This article contains the following topics:
casm173
HID_Events_and_Macros
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.
This article contains the following topics:
Create a Event
An event can be created and a macro can be attached to this event. The event is executed after certain time is elapsed. If any macro is attached, an action is performed.
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, and 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:
    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.
  4. Complete the configuration information:
    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.
    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.
  5. Click
    Save
    .
  6. To add the macro to this event, complete the action information.The new event is saved.
Search Events
You can view the summary information for each event on the Events List page. To display this page, select the Administration tab, Events and Macros, Events.
You can set up search filters to display only the events of interest. If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
To filter the event list f
ollow these steps:
  1. Click
    Show Filter
    on the Event List page.
    The top portion of the page displays the available filter fields.
  2. Fill in the fields with the appropriate selection criteria for filtering incidents.
  3. Click
    Search
    .
  4. The Events List displays the events that match your search criteria.
You can export list results to excel for use outside of CA SDM by clicking the Export button on the List page.
Event Search Fields
The following fields are available for filtering the Events List to display only the events of interest.
  • Name
    The name of the event displayed on the Event List page.
  • 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.
  • Record Status
    Indicates whether the event is active or inactive.
  • Description
    Provides a description of the event's intended purpose.
: You can click the More icon to display the Additional Search Arguments field. This field is intended only for expert users who understand SQL and Majic and can use it to specify search arguments that are not available in the standard search filter fields. You can enter a SQL WHERE clause in this field to specify an additional search argument.
Edit an Event
You can update an event that has already been created.
Follow these steps
:
  1. On the
    Administration
    tab, select
    Events and Macros
    ,
    Events
    .
    The Event List appears.
  2. Select the desired event.
    The Event Detail window opens.
  3. Click
    Edit
    .
    The Update Event window opens.
  4. Edit the fields as appropriate.
  5. Edit the actions associated with the event as follows:
    1. Click the Action Information tab.
    2. Click Update Actions on True.
      The Macro Search page opens.
    3. Search for the macros to be performed if the event condition is true.
    4. Select the desired macros from the list on the left, and click 781711.png
      The selected macros are added to the list on the right.
    5. When all desired macros are in the list on the right, click OK.
      The selected macros appear in the Actions on True Macro List
    6. Click Update Actions on False, and repeat the above procedure to select the macros to be performed if the event condition is false.
    7. If desired, select one or both of the SLA Violation for Actions on True/False Macro checkboxes. These checkboxes, if selected, cause a Service Level Agreement (SLA) violation to be logged when a true or false condition is encountered for the event.
  6. Click
    Save
    .
    Your updates to the event are saved.