.. _PageNavigation annexes_event_reference_index_event_reference: 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. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || ArticleCreate || Every time an article is created. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ | ArticleCustomerNotification | Every time a customer notification is sent. | :ref:`b `, :ref:`b ` | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || ArticleUpdate || Not usable by an administrator. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || ArticleSend || Every time an article send event is triggered, regardless of the recipient. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || ArticleAutoResponse || Every time an auto response is sent. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || ArticleFlagSet || Every time an flag is set. || :ref:`a `, :ref:`b ` | || || Should only be used with extreme caution, as this can cause a loopback and/or mail flood. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || ArticleFlagDelete || Every time an article flag is unset. || :ref:`a `, :ref:`b ` | || || Should only be used with extreme caution, as this can cause a loopback and/or mail flood. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || ArticleEmailSendingQueued || Every time an email is queued for sending. || :ref:`a `, :ref:`b ` | || || Should only be used with extreme caution, as this can cause a loopback and/or mail flood. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || ArticleEmailSendingSent || Every time a queued mail is sent successfully. || :ref:`a `, :ref:`b ` | || || Should only be used with extreme caution, as this can cause a loopback and/or mail flood. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || ArticleEmailSendingError || Every time sending a mail fails. || :ref:`a `, :ref:`b ` | || || Should only be used with extreme caution, as this can cause a loopback and/or mail flood. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ | ArticleCreateTransmissionError | Whan email transmission fails during an article create. | :ref:`a `, :ref:`b ` | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ | ArticleUpdateTransmissionError | When email transmission fails during an article update. | :ref:`a `, :ref:`b ` | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || ArticleDynamicFieldUpdate || When a dynamic field of type article is set to a new value. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ | ArticleAgentNotification | When an agent notification is triggered. | :ref:`b ` | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketCreate || Every time a ticket is created. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketDelete || When a ticket is deleted. Ticket deletion can only be performed via CLI or using the Generic Agent. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketTitleUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketUnlockTimeoutUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketQueueUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketTypeUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketServiceUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketSLAUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketCustomerUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketPendingTimeUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketLockUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketArchiveFlagUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketStateUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketOwnerUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketResponsibleUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketPriorityUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || HistoryAdd || Every time a history entry is made. Never use this, as a history entry is always made. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || HistoryDelete || Every time a history entry is deleted. || :ref:`a `, :ref:`b ` | || || Not usable by an administrator. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketAccountTime || Every time an agent enters a time unit. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketMerge || Every time a ticket is merged. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketSubscribe || Every time a user subscribes to a ticket. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketUnsubscribe || Every time a user un-subscribes to a ticket. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketFlagSet || Ever time a ticket flag is set. || :ref:`a `, :ref:`b ` | || || Should only be used with extreme caution, as this can cause a loopback and/or mail flood. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketFlagDelete || Every time a ticket flag is unset. || :ref:`a `, :ref:`b ` | || || Should only be used with extreme caution, as this can cause a loopback and/or mail flood. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || EscalationResponseTimeNotifyBefore || Every time a ticket has reached its first response warning time. || :ref:`a `, :ref:`b ` | || || Set on a queue or service level basis accounting for working hours. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || EscalationUpdateTimeNotifyBefore || Every time a ticket has reached its update warning time. || :ref:`a `, :ref:`b ` | || || Set on a queue or service level basis accounting for working hours. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || EscalationSolutionTimeNotifyBefore || Every time a ticket has reached its solution warning time. || :ref:`a `, :ref:`b ` | || || Set on a queue or service level basis accounting for working hours. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || EscalationResponseTimeStart || Every time a ticket has breached its first response time. || :ref:`a `, :ref:`b ` | || || Set on a queue or service level basis accounting for working hours. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || EscalationUpdateTimeStart || Every time a ticket has breached its update time. || :ref:`a `, :ref:`b ` | || || Set on a queue or service level basis accounting for working hours. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || EscalationSolutionTimeStart || Every time a ticket has breached its solution time. || :ref:`a `, :ref:`b ` | || || Set on a queue or service level basis accounting for working hours. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || EscalationResponseTimeStop || Every time the escalation has stopped. || :ref:`a `, :ref:`b ` | || || Set on a queue or service level basis accounting for working hours. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || EscalationUpdateTimeStop || Every time the escalation has stopped. || :ref:`a `, :ref:`b ` | || || Set on a queue or service level basis accounting for working hours. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || EscalationSolutionTimeStop || Every time the escalation has stopped. || :ref:`a `, :ref:`b ` | || || Set on a queue or service level basis accounting for working hours. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationNewTicket || Every time a new ticket notification is triggered. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationFollowUp || Every time a ticket receives a follow-up. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationLockTimeout || Every time a ticket is unlocked because of overdue. || :ref:`a `, :ref:`b ` | || || This time is in minutes per queue setting. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationOwnerUpdate || Every time an owner is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationResponsibleUpdate || Every time a responsible is updated. || :ref:`a `, :ref:`b ` | || || Activate ``Ticket::Responsible`` || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationAddNote || Every time a note is added. || :ref:`a `, :ref:`b ` | || || Collides with ArticleCreate. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationMove || Every time the queue is changed. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationPendingReminder || Every time a ticket reaches it's pending time. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationEscalation || Every time an escalation notification is triggered. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationEscalationNotifyBefore || Every time a escalation warning is triggered. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || NotificationServiceUpdate || When the ticket attribute is updated. || :ref:`a `, :ref:`b ` | || || || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketAllChildrenClosed || When all children of a ticket are marked as closed. || :ref:`a `, :ref:`b ` | || || Configurable in the system configuration. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ || TicketDynamicFieldUpdate_* || Every time a specific dynamic field is updated. || :ref:`a `, :ref:`b ` | || || All dynamic fields will automatically be listed in the event list. || | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ | AppointmentCreate | When an appointment is created. | :ref:`c ` | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ | AppointmentUpdate | When an calendar appointment is updated. | :ref:`c ` | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ | AppointmentDelete | When an appointment is deleted. | :ref:`c ` | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ | AppointmentNotification | When an appointment notifications is sent. | :ref:`c ` | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ | CalendarCreate | When a calendar is created. | :ref:`c ` | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ | CalendarUpdate | When a calendar is updated. An update is not creating an appointment, but changing the calendar settings. | :ref:`c ` | +-------------------------------------+-----------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------+ Graphical User interface Reference ********************************** .. _EventIndex FrontEnd: List of where the event is an available trigger: a. :ref:`pagenavigation admin_automation_ticket-notification_index` b. Generic agents c. Appointment Notifications