This document describes how to set-up an Auto Event in CA Service Desk.

Document ID : KB000026502
Last Modified Date : 14/02/2018
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Description

This document explains the usage of Auto Events in CA Service Desk and the required stepsĀ to set up an Auto Event.

Solution

An auto event can specify an action to occur every time an event occurs.

For example, you couldĀ cause a notification to occur on every request if it has a specific request area.

The auto events get attached when the request is saved.

Auto events can be created for requests, incidents, issues and change orders. Auto events are controlled by the auto event options in options manager

Setup a sample Auto Event for request:

  1. Login to CA Service Desk as an Administrator

  2. Go to Administration->Options Manager->Request Mgr and install the following options (see Figure 1):

    auto_events: Installs or un-installs the option itself
    auto_events_count: Specifies the number of events attached as a single digit number (from 1 to 9). The number need to be incremented on adding a new auto request event
    auto_events_name: Specifies the format of a name for the events attached to new requests.

    Figure 1:

    Figure 1

    Recycle the Service Desk services after installing the above options.

  3. Go to Administration->Events and Macros->Events and click on Create New

  4. In the Name field enter Auto Request Event 1

  5. Select the Object Type as Request

  6. In the Configuration Tab, set the delay time to 00:00:00.

  7. Specify the Repeat Delay time only if the need to reoccur.

  8. Click on Save.

  9. We can add a Condition Macro to validate a condition. Ex: Group not assigned etc

  10. Click on Edit, select Condition and click on Search to show the list of condition macros available (see Figure 2):

    Figure 2:

    Figure 2

  11. Select group not assigned.

  12. Click on Save to save the event (see Figure 3).

    Figure 3:

    Figure 3

  13. To specify the Action to be performed if the Condition is true, click on Action Information tab

  14. Click on Update Actions on True button and click on Search to show the list of available Action Macros.

  15. Select any macro from the Possible Actions to Actions on True section and click on OK (see Figure 4).

    Figure 4:

    Figure 4

    Figure 5

  16. Open a new request.

  17. Click on View->Event History and you will see the Auto Event status as complete (see Figure 5).

    Figure 5:

    Figure 6

    Similarly the Auto Events for Issues and Change orders can be created.