Triggers

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A User Trigger action

A trigger is a event within SiT, there are many such, for example a trigger might be that a new incident is created. You can set up actions to respond to these triggers, for example you can cause a notice to appear at the top of your SiT screen whenever an incident is assigned to you.

Triggers are the underlying system, which are presented as My Notifications for users and System Actions for administrators.

Contents

Users

Info.png Info: Creating a trigger action for yourself means only you receive the notification

To configure your trigger actions go to SiT! | My Details | My Notifications

Administrators

Info.png Info: Creating a trigger action for the system is for non-notification actions and emails to external sources (e.g. customer)

Trigger actions set for the system user are likely to be actions that don't involve users. For example, emailing contact details, emailing closed incident notices etc.

Administrators can also configure system trigger actions by going to SiT! | Control Panel | System Actions

335triggerssettings.png

Example Triggers

User triggers

Create a notice based on NOTICE_INCIDENT_ASSIGNED. Rules: {userid} == 1

This creates a notice for the current user based on the template NOTICE_INCIDENT_ASSIGNED when the incident has been (re)assigned to the current user (ID of 1)

Create a notice based on NOTICE_INCIDENT_NEARING_SLA. Rules: {ownerid} == 1 OR {townerid} == 1

This creates a notice for the current user based on the template NOTICE_INCIDENT_NEARING_SLA when the current user (ID of 1) either owns or temp owns the incident

System triggers

Incident Created: Send an email based on a EMAIL_INCIDENT_LOGGED_CONTACT template. Rules: {sendemail} == 1

This send an email based on the EMAIL_INCIDENT_LOGGED_CONTACT template when the checkbox 'Send opening email to incident contact?' is checked. As this is a system trigger, this occurs for any user.

Service Limit: Send an email based on a EMAIL_SERVICE_LEVEL template. Rules: {serviceremaining} <= 0.2

This sends an email to the salesperson associated with the site (as specified in the EMAIL_SERVICE_LEVEL template) when their balance of services falls below 20%

Rules and Parameters

Trigger rules specify in which conditions the trigger will fire. If you create an action to create a notice on incident assign, you we receive one for every incident (re)assign. If you create a rule of '{owner} == {currentuser} OR {towner} == {currentuser}', upon saving it will convert {currentuser} into your user ID and you will only receive assign notices when you are either the owner or the temporary owner.

Rule Syntax

It is very important that your rule syntax is valid. SiT does not currently check trigger rules for validity before saving and using them, which could mean that SiT will break badly when it attempts to run the trigger and process your badly formed rule.

Parameters are variables you can pre-fill yourself to pass to the trigger. An example is the {numupdates} variable used for {updatetext}, if you set a parameter of 'numupdates = 4', {updatetext} will have 4 updates in. Another example would be providing an email address if you wanted to email a support manager every time an incident was created for example. For this you would have a parameter of 'useremail = manager@company.com'.

Trigger Types

The following triggers which are available for use and the variables that can be used in their repective rules

  • Contact reset password

Occurs when a contact wants their password resetting


  • Holiday Requested

Occurs when a user requests a holiday

{approvaluseremail}
  • Incident Assigned

Occurs when a new incident is assigned, or reassigned to a user

{contactid} {contractid} {contractproduct} {incidentid} {ownerid} {townerid} {siteid} {sitesalespersonid} {userid}
  • Incident closed

Occurs when an incident is closed

{awaitingclosure} {contractid} {contractproduct} {feedbackurl} {incidentid} {notifycontact} {notifyexternal} {ownerid} {townerid} {siteid} {sitesalespersonid} {userid}
  • Incident Created

Occurs when a new incident has been created

{contactid} {contractid} {contractproduct} {ownerid} {townerid} {sendemail} {siteid} {sitesalespersonid} {userid}
  • Incident Nearing SLA

Occurs when an incidents nears an SLA

{contactid} {contractid} {contractproduct} {incidentid} {ownerid} {townerid} {siteid} {sitesalespersonid} {userid}
  • Incident Review Due

Occurs when an incident is due a review

{contactid} {contractid} {contractproduct} {incidentid} {ownerid} {townerid} {siteid} {sitesalespersonid} {userid}
  • Incident updated externally

Occurs when an incident is updated by someone external

{contactid} {contractid} {contractproduct} {incidentid} {ownerid} {townerid} {siteid} {sitesalespersonid} {userid}
  • Incident updated internally

Occurs when an incident is updated by an engineer

{contactid} {contractid} {contractproduct} {incidentid} {ownerid} {townerid} {siteid} {sitesalespersonid} {userid}
  • Knowledgebase Article Created

Occurs when a new Knowledgebase article is created

 {userid}
  • Current Language Differs

Occurs when your current language setting is different to your profile setting

{currentlang} {profilelang}
  • New contact added

Occurs when a new contact is added

{contactid} {siteid} {sitesalespersonid} {userid}
  • New contract added

Occurs when a new contract is added

{contractid} {contractproduct} {siteid} {sitesalespersonid} {userid}
  • New Held Email

Occurs when there is a new email in the holding queue

{contactid}
  • New site added

Occurs when a new site is added

{sitesalespersonid} {userid}
  • New user added

Occurs when a new user is added


  • Scheduler action failed

Occurs when a scheduled action fails


  • SiT! Upgraded

Occurs when the system is upgraded


  • Task Due

Occurs when a task reaches its due date

{taskid} {userid}
  • User Changes Status

Occurs when one of your watched engineers changes status

{userid}
  • User reset password

Occurs when a user wants their password resetting

{userid}
  • Waiting Held Email

Occurs when there is a new email in the holding queue for X minutes

{holdingmins}
  • Service Limit

Occurs when an billable incident is approved

{serviceremaining}
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