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Function documentationActions in IT Service Management

 

The Post-Processing Framework (PPF) provides actions that perform a defined activity in a transaction. You create actions for each transaction type. You can reuse the methods and smart forms to create similar actions for several transaction types.

An action consists of an action definition, which is often accompanied by a condition that specifies when the action is executed.

Action Definitions

In an action definition, you enter all the information that is necessary for the system to execute the action.

The following processing types are available:

  • Mail: The system sends an e-mail.

    Configure on the Processing Types screen, in the Mail Settings screen area. Enter the smart form name, processing class, and processing method. The smart form determines which text and which information from the message the e-mail contains.

  • Print: The system prints either part of the message or the entire message.

    Configure on the Processing Types screen, in the Print Settings screen area. Enter the smart form name, processing class, and processing method.

  • Method Call: The system performs the action that is coded in the method.

    To ensure that the system performs the method correctly, you can edit the method parameters.

Actions can be triggered based on the following factors:

  • Conditions, such as a change in status

  • User actions, such as choosing a pushbutton from the Actions menu

Actions can be executed as follows:

  • Immediately after being triggered

  • Next time the message is saved after the action is triggered

Conditions

A condition creates a relation between an action and other events in a message.

The following condition types are available:

  • Schedule condition

    Determines whether an action is scheduled for processing. An action is, therefore, only generated if the schedule condition is met

  • Start condition

    Determines when the action is executed. The action is only executed when the start condition is met.

At runtime, the system uses conditions to determine the following:

  • Whether the action is displayed in the Action menu

  • Whether the system performs the action, for example, based on the status or priority of the message

If there is no start or schedule condition, the action is always displayed in the Action menu.

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