CA Service Management

Hi,

I need to change priority when the ticket status change.

I tried to do the following:

In the "Activities Notification", In the activity "Change Status", I create an event.  This Event contain an Action Macro that change the ticket priority.

Screen "Activities Notification": " Change Status"

In the event,at the tab "Action Information" i added an action macro:

In the event,at the tab "Information Configuration" i setting this

:

The macro added in the event, is this:

I guess I did all right , but when I update the status of a ticket , the event is not triggered .. What did I do wrong ? Lack some other configuration ? Thank you,

delay time 00:00:00 is not a good idea. Can you try give some delay time...like 00:00:30?

Hi Chi,

Is there a best practice on how to use delay times?  I recently setup a few events to automatically change status and they're all set with 00:00:00 as the delay time.  I checked the wiki but couldn't find this information.

Hi Chi.

REALLY. I changed the time as you are oriented and now it worked !! Good job!!!

Thanks a lot for the help!

Regards,

Rafael

Rafael, I am glad that it worked for you. Thanks _Chi

Hi,

I don't mean to thread jack, but I feel like my question applies here and would help users searching the communities in the future.

Is there a defined best practice for how to use the delay time field??

Grant, I am not sure if there is some doc on "best practice" here. The reason for not setting 00:00:00 delay is to avoid

some time race situation...like one thread does something

before the other which should finishes first. I know this does

not fully address this topic here but I just try to throw out my

2-cents here. thanks _Chi

Thank you Chi, that's helpful information.

Personally I always set at least a 1 second delay, and add 2 seconds between any actions that affect the same record.  If you are firing multiple actions against the same record then I prefer to attach events rather than run macros directly.  Not sure you could call that 'best' practice, but it seems to keep me out of trouble most of the time.

Hi, i think you should stop setting attributes directly e.g. priority = 1, since this may cause unpredictable behaviour and this is probably cause why you need to play with execution times. I would suggest using send_wait to set attribute values e.g. update_object_super. I would also suggest not to use lock object option for the macro.

uuid who;

send_wait(0,top_object(), "call_attr", "cnt", "current_user_id");

who=msg[0]; 

if(is_null(priority))

{

send_wait(0, top_object(), "call_attr", "api", "update_object_super", who, persistent_id, 0, "priority", 0);

    if (msg_error()) {

    logf(ERROR, "Set Priority on %s failed. Error: %s", ref_num, msg[0]);

    }

}