else

Adds an Else command underneath a corresponding If command. Any steps listed under the Else command are executed when the corresponding If command returns a False result.

isDuplicateRequest()

This IF command is only available in a Ticket Request De-Dup procedure.

Tests a ticket request to see if it is a duplicate of any existing ticket. Prevents multiple tickets from being created for the ticket request, within a specified time limit.

Ticket requests are created from either inbound emails or system events, such as alert conditions. Incoming Email and Alarm Settings and linked service desk procedures determine how ticket requests are processed into tickets, what service desks are used to create the tickets, and whether ticket requests are canceled.

The following dialog displays in the right hand pane of the ticket editor when this command is selected in the procedure editor. The test tests true if all fields that have an entered value match their corresponding values in a ticket request record. See Source Properties for more information.

• Match the submitter name
• Match the submitter email address
• Match the request subject
• Match the source type - The Source Type column. Example values include:
  • Counter
  • Service
  • Process
  • SNMP
  • Alert
  • System Check
  • KES
  • Log Parser
• Match the first reference field - The Source Value 1 column.
• Match the second reference field - The Source Value 2 column. Example values include:
  • web server check
  • dns check
  • port check
  • ping
  • custom
• Match the machine
• Match the machine group
• Enter Recurrence Time (Integer) / The Unit of Time - Limits matching to the most recent <N> number of periods, based on the ticket creation date.
• Include Closed Tickets - If checked, open and closed tickets are searched for duplicates. If unchecked, only open tickets are searched for duplicates.

isTicketClosed()

Tests whether the ticket being mapped is closed. Typically used prior to a reOpenTicket() step. Applies only to a Ticket Request Mapping procedure.

inReopenTicket()

Tests whether the ticket was previously reopened.

isWithinCoverage()

This IF command is not available for Ticket Request De-Dup and Ticket Request Mapping procedures.

Tests whether a ticket or KB article is currently within the coverage schedule.

testIncidentCustomField()

Enter the name of the custom field in the format custom_field, without bracket characters of any kind.

Enter a string comparison operator. The same string comparison options are available for all IF commands. See String Comparisons and Date/Time Comparisons.

Then enter a second value to compare against the first value. Instead of a value you can also enter a property variable in the format [$objectname$] or a global variable or procedure variable in the format [=var_name=]. See Ticket Properties and Variables for a list of property variables. See Procedure Variables and Working with Variables for more information about variables.

If the test is true, IF steps are executed. If the test is false, ELSE steps are executed.

testIncidentProperty()

Select a ticket property from the drop-down list.

Enter a string comparison operator. The same string comparison options are available for all IF commands. See String Comparisons and Date/Time Comparisons.

Then enter a second value to compare against the first value. Instead of a value you can also enter a property variable in the format [$objectname$] or a global variable or procedure variable in the format [=var_name=]. See Ticket Property and Variables for a list of property variables. See Procedure Variables and Working with Variables for more information about variables.

For testing the value of a Category property, use two bar characters || to delimit levels of categories. For example: Hardware||CPU||Overheating

If the check is true, IF steps are executed. If the check is false, ELSE steps are executed.

testTicketProperty()

This IF command is only available in a Ticket Request Mapping and Ticket Request De-Dup procedures.

Select a ticket property from the drop-down list, in the format objectname, without bracket characters of any kind.

Enter a string comparison operator. The same string comparison options are available for all IF commands. See String Comparisons and Date/Time Comparisons.

Then enter a second value to compare against the first value. Instead of a value you can also enter a property variable in the format [$objectname$] or a global variable or procedure variable in the format [=var_name=]. See Ticket Properties and Variables for a list of property variables. See Procedure Variables and Working with Variables for more information about variables.

For testing the value of a Category property, use two bar characters || to delimit levels of categories. For example: Hardware||CPU||Overheating

You can also test a source property.

If the test is true, IF steps are executed. If the test is false, ELSE steps are executed.

STEP in Detail

addNote()

Adds a note to the ticket being processed by the procedure. Additional parameters include:

• Selecting a note template instead of entering a note.
• Making the note hidden or not.

Note text can include an property variable in the format [$objectname$] or a global variable or procedure variable in the format [=var_name=]. See Ticket Properties and Variables for a list of property variables. See Procedure Variables and Working with Variables for more information about variables.

addNoteWithTime()

Adds a note and time to the ticket being processed by the procedure. Additional parameters include:

• Selecting a note template instead of entering a note.
• Making the note hidden or not.
• The time in minutes added with the note.
• Marking time added as billable or not.
• Selecting a Default User to associate the time entry with.
• Overriding the Default User with the user manually editing the ticket.

  Note: Overriding the Default User is unavailable for Goal, Escalation, Ticket Request De-Dup, or Ticket Request Mapping, since no user is manually editing the ticket just before these procedures are run.

Note text can include an property variable in the format [$objectname$] or a global variable or procedure variable in the format [=var_name=]. See Ticket Properties and Variables for a list of property variables. See Procedure Variables and Working with Variables for more information about variables.

assignCustomField()

Assigns a value to a custom field in a ticket. Enter the name of the custom field in the format custom_field, without bracket characters of any kind. Then enter a value that matches the range of possible values allowed for this custom field. The range of possible values is specified using the Service Desk > Desk Definition > Properties > Custom Fields tab.

You can also enter a property variable in the format [$objectname$] or a global variable or procedure variable in the format [=var_name=]. See Ticket Properties and Variables for a list of property variables. See Procedure Variables and Working with Variables for more information about variables.

assignCustomObjectField()

Assigns a value to the custom field of a new ticket created in a previous service procedure step using the createTicket() command.

• The name of the global variable used to reference the New Ticket - Enter the name of the global variable without [= and =] brackets. If multiple createTicket() steps are included in the same procedure, each should specify a different global variable so that each new ticket can be uniquely identified in subsequent steps.
• The name of the property to assign - The name of the custom field to assign.
• The value for the property - The value to assign the custom field. The range of possible values is specified using the Service Desk > Desk Definition > Properties > Custom Fields tab.

assignObjectProperty()

Assigns a value to the property of a new ticket created in a previous service procedure step using the createTicket() command.

• The name of the global variable used to reference the New Ticket - Enter the name of the global variable without [= and =] brackets. If multiple createTicket() steps are included in the same procedure, each should specify a different global variable so that each new ticket can be uniquely identified in subsequent steps.
• The name of the property to assign - The name of the ticket property to assign.
• The value for the property - The value to assign the ticket property.

The set of properties that can be assigned are displayed in a drop-down list. See Working with Variables for more information about variables.

For assigning the value of a Category property, use two bar characters || to delimit levels of categories. For example: Hardware||CPU||Overheating

Note: Use Assign Ticket Property to assign a value to the property of the current ticket.

assignTicketProperty()

Assigns a value to the property of the current ticket. The set of properties that can be assigned are displayed in a drop-down list. The supplied value may be a global variable name or procedure variable name in the format [=var_name=]. See Procedure Variables and Working with Variables for more information about variables.

For assigning the value of a Category property, use two bar characters || to delimit levels of categories. For example: Hardware||CPU||Overheating

Note: Use assignObjectProperty() to assign a value to the property of a new ticket created using the createTicket() command.

cancelTicketCreation()

Cancels the creation of the ticket. There are no parameters to set. Applies to Ticket Request Mapping procedures only.