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Blog Post created by TMACUL Champion on Jan 1, 2016

Events and Macros

 

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Overview

Starting with the r11.x releases, events and macros are managed in the web client. Prior to r11, they were managed in the java client.

Events

Events are the combination of a condition and one or more actions. They are attached with tickets via Service Types, Service Contracts, or custom code. If an event is attached to a ticket, it will trigger after a defined period of time. When an event is triggered, it's condition is evaluated and will return either True or False. Any actions associated with the condition evaluating to True or False are then executed.

Macros

The conditions and actions that are used in defining Events are done using macros. While condition macros evaluate to either True or False, action macros allow for just about any action possible within Service Desk. Below are explanations and examples of the two types of condition macros (Condition Macros and Site-Defined Condition Macros) and 4 types of action macros (Action Macros, Attach Event Macros, Multiple Notification Macros, Remote Reference Macro).

Site-Defined Condition Macro

Site-Defined Condition Macros are a special kind of condition macro. There are no site-defined condition macros included in a fresh install of Service Desk. They are created by the client. While the Site-Defined Condition Macros provide an easy to use interface and offer vast flexibility, they do not offer as much flexibility as Condition Macros.

Condition Macro

When a site-defined macro won't do the job, it is time to use Condition Macros. A fresh install of Service Desk contains quite a few to start with. There are no default capabilities for managing Condition Macros within the administration interface. Since they are written in Spell code and Spell code is not officially supported by CA, take special caution when working with them. To add new Condition Macros, see How To Manage Spell-Based Macros.

It is highly recommended that you do not modify ANY of the default Condition Macros. If changes are needed, create a new one based on the original. It is best to reference existing Condition Macros to understand the coding that is needed.

Action Macro

Action Macros are typically used to set field values, such as increasing Priority or setting the SLA violation. However, since they are written in Spell code, they can perform just about any action possible within Service Desk. A fresh install of Service Desk contains quite a few to start with. There are no default capabilities for managing Action Macros. To add new Action Macros, see How To Manage Spell-Based Macros.

It is highly recommended that you do not modify ANY of the default Action Macros. If changes are needed, create a new one based on the original. It is best to reference existing Action Macros to understand the coding that is needed.

Attach Event Macro

Attach Event Macros are used to attach another event. This allows for complex branching in your conditioning as well as on going processing.

Multiple Notification Macro

Multiple Notification Macros are the most commonly used type of macros. They are used to send out notifications. Unlike Activity Notifications, Events combined with Multiple Notification Macros add more flexibility with notification. However, by default, Multiple Notification Macros do not provide HTML email support.

Remote Reference Macro

Examples

Condition Macros

Site-Defined Condition Macros

Action Macros

Add Custom Activity Log

Attach Event Macros

Multiple Notification Macros

Remote Reference Macros

 

 

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