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
ArticleCreateTransmissionError	Whan email transmission fails during an article create.	a, b
ArticleUpdateTransmissionError	When email transmission fails during an article update.	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 Notications

2. Generic agents

3. Appointment Notifications