Event Reference#

In this annex, you find a list of all events recorded by the system. These events appear in multiple areas of the software as a dropdown selection field, including but not limited to generic agents and a . As these.Events are not usable in all areas of the software, they are listed according to their functionality.

Table of Events#

The table of events is for a default installation. Other events may be included by extensions (Packages) added to the system such as ITSM Configuration Management.

Event Name

Event Description

Usable in

ArticleBounce

When an article is bounced.

a, b

ArticleCreate

Every time an article is created.

a, b

ArticleCustomerNotification

Every time a customer notification is sent.

b, b

ArticleUpdate

Not usable by an administrator.

a, b

ArticleSend

Every time an article send event is triggered, regardless of the recipient.

a, b

ArticleAutoResponse

Every time an auto response is sent.

a, b

ArticleFlagSet

Every time an flag is set.
Should only be used with extreme caution, as this can cause a loopback and/or mail flood.
a, b

ArticleFlagDelete

Every time an article flag is unset.
Should only be used with extreme caution, as this can cause a loopback and/or mail flood.
a, b

ArticleEmailSendingQueued

Every time an email is queued for sending.
Should only be used with extreme caution, as this can cause a loopback and/or mail flood.
a, b

ArticleEmailSendingSent

Every time a queued mail is sent successfully.
Should only be used with extreme caution, as this can cause a loopback and/or mail flood.
a, b

ArticleEmailSendingError

Every time sending a mail fails.
Should only be used with extreme caution, as this can cause a loopback and/or mail flood.
a, b

ArticleDynamicFieldUpdate

When a dynamic field of type article is set to a new value.

a, b

ArticleAgentNotification

When an agent notification is triggered.

b

TicketCreate

Every time a ticket is created.

a, b

TicketDelete

When a ticket is deleted. Ticket deletion can only be performed via CLI or using the Generic Agent.

a, b

TicketTitleUpdate

When the ticket attribute is updated.

a, b

TicketUnlockTimeoutUpdate

When the ticket attribute is updated.

a, b

TicketQueueUpdate

When the ticket attribute is updated.

a, b

TicketTypeUpdate

When the ticket attribute is updated.

a, b

TicketServiceUpdate

When the ticket attribute is updated.

a, b

TicketSLAUpdate

When the ticket attribute is updated.

a, b

TicketCustomerUpdate

When the ticket attribute is updated.

a, b

TicketPendingTimeUpdate

When the ticket attribute is updated.

a, b

TicketLockUpdate

When the ticket attribute is updated.

a, b

TicketArchiveFlagUpdate

When the ticket attribute is updated.

a, b

TicketStateUpdate

When the ticket attribute is updated.

a, b

TicketOwnerUpdate

When the ticket attribute is updated.

a, b

TicketResponsibleUpdate

When the ticket attribute is updated.

a, b

TicketPriorityUpdate

When the ticket attribute is updated.

a, b

HistoryAdd

Every time a history entry is made. Never use this, as a history entry is always made.

a, b

HistoryDelete

Every time a history entry is deleted.
Not usable by an administrator.
a, b

TicketAccountTime

Every time an agent enters a time unit.

a, b

TicketMerge

Every time a ticket is merged.

a, b

TicketSubscribe

Every time a user subscribes to a ticket.

a, b

TicketUnsubscribe

Every time a user un-subscribes to a ticket.

a, b

TicketFlagSet

Ever time a ticket flag is set.
Should only be used with extreme caution, as this can cause a loopback and/or mail flood.
a, b

TicketFlagDelete

Every time a ticket flag is unset.
Should only be used with extreme caution, as this can cause a loopback and/or mail flood.
a, b

EscalationResponseTimeNotifyBefore

Every time a ticket has reached its first response warning time.
Set on a queue or service level basis accounting for working hours.
a, b

EscalationUpdateTimeNotifyBefore

Every time a ticket has reached its update warning time.
Set on a queue or service level basis accounting for working hours.
a, b

EscalationSolutionTimeNotifyBefore

Every time a ticket has reached its solution warning time.
Set on a queue or service level basis accounting for working hours.
a, b

EscalationResponseTimeStart

Every time a ticket has breached its first response time.
Set on a queue or service level basis accounting for working hours.
a, b

EscalationUpdateTimeStart

Every time a ticket has breached its update time.
Set on a queue or service level basis accounting for working hours.
a, b

EscalationSolutionTimeStart

Every time a ticket has breached its solution time.
Set on a queue or service level basis accounting for working hours.
a, b

EscalationResponseTimeStop

Every time the escalation has stopped.
Set on a queue or service level basis accounting for working hours.
a, b

EscalationUpdateTimeStop

Every time the escalation has stopped.
Set on a queue or service level basis accounting for working hours.
a, b

EscalationSolutionTimeStop

Every time the escalation has stopped.
Set on a queue or service level basis accounting for working hours.
a, b

NotificationNewTicket

Every time a new ticket notification is triggered.

a, b

NotificationFollowUp

Every time a ticket receives a follow-up.

a, b

NotificationLockTimeout

Every time a ticket is unlocked because of overdue.
This time is in minutes per queue setting.
a, b

NotificationOwnerUpdate

Every time an owner is updated.

a, b

NotificationResponsibleUpdate

Every time a responsible is updated.
Activate Ticket::Responsible
a, b

NotificationAddNote

Every time a note is added.
Collides with ArticleCreate.
a, b

NotificationMove

Every time the queue is changed.

a, b

NotificationPendingReminder

Every time a ticket reaches it’s pending time.

a, b

NotificationEscalation

Every time an escalation notification is triggered.

a, b

NotificationEscalationNotifyBefore

Every time a escalation warning is triggered.

a, b

NotificationServiceUpdate

When the ticket attribute is updated.

a, b

TicketAllChildrenClosed

When all children of a ticket are marked as closed.
Configurable in the system configuration.
a, b

TicketDynamicFieldUpdate_*

Every time a specific dynamic field is updated.
All dynamic fields will automatically be listed in the event list.
a, b

AppointmentCreate

When an appointment is created.

c

AppointmentUpdate

When an calendar appointment is updated.

c

AppointmentDelete

When an appointment is deleted.

c

AppointmentNotification

When an appointment notifications is sent.

c

CalendarCreate

When a calendar is created.

c

CalendarUpdate

When a calendar is updated. An update is not creating an appointment, but changing the calendar settings.

c

Graphical User interface Reference#

List of where the event is an available trigger:

  1. Ticket Notifications

  2. Generic agents

  3. Appointment Notifications