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Add Log Entry When a Property Value Changes on a Ticket

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Overview

This article provides instructions for adding entries to the Activity Log when a property value changes on a ticket. The steps involved are creating a new Activity Notification, adding Site-Defined Triggers, and writing SPEL code for functions used by the the triggers.

Procedures

Step 1. Create the Activity Notification

Create a new Activity Notification, “Property Update” in USD Web Client. It can be done by copying an existing Activity Notification, "Field Update" via File | Copy menu option. Use the code "PROP" for the new activity. This code will be used in the SPEL code when specifying log type: 

alg.type = "PROP"; 
chgalg.type = "PROP"; 
issalg.type = "PROP";

Step 2. Create the spell file

Create a spel file prop_log.spl in $NX_ROOT\site\mods\majic folder. Note: if you change the name of the spel file, change the name of the dummy function in the beginning of the spel file accordingly 

//  Dummy function, just so RCS Id is embedded in compiled spell file...
string prp_log_spl_RCSID() { return "@(#)$Id: prp_log.spl,v 1.00 2007/21/0 21:54:25 lauke01 Exp $"; }
 
// Request property
cr_prp::zlog_value_change(...)
{
string ME; 
ME = "cr_prp::zlog_value_change"; 
 
string prp_persid, cr_persid, old_val, new_val, zzlabel, zzsequence;
 
prp_persid = argv[3];
cr_persid = argv[6];
old_val = argv[8];
new_val = argv[9];
zzlabel = argv[12];
zzsequence = argv[15];
 
send_wait(0, top_object(), "call_attr", "cr", "dob_by_persid", 0, cr_persid);
if (msg_error()) { 
  logf (ERROR, "%s: could not get dob for cr=%s property=%s: %s", ME, cr_persid, zzsequence, msg[0]); 
  return; 
} 
object dob; 
dob = msg[0];
 
send_wait(0, top_object(), "get_co_group");
if (msg_error()) { 
  logf (ERROR, "%s: could not get group leader for cr=%s property=%s: %s", ME, cr_persid, zzsequence, msg[0]); 
  return; 
} 
object group_leader;
group_leader = msg[0];
 
send_wait(0, group_leader, "checkout", dob); 
if (msg_error() && msg[0] != "NO") { 
  logf(ERROR, "%s: checkout failed for cr=%s property=%s: %s", ME, cr_persid, zzsequence, msg[0]);
  return; 
}
 
send_wait(0, dob, "call_attr", "log_agent", "get_val"); 
if (msg_error()) { 
  logf (ERROR, "%s: could not get log agent for cr=%s property=%s: %s", ME, cr_persid, zzsequence, msg[0]); 
  return; 
} 
uuid log_agt;
log_agt = msg[0];
 
object alg;
send_wait( 0, top_object(), "call_attr", "alg", "get_new_dob", NULL, NULL, group_leader); 
if (msg_error()) { 
  logf (ERROR, "%s: could not get new alg for cr=%s property=%s: %s", ME, cr_persid, zzsequence, msg[0]); 
  return;
} 
 
alg = msg[0]; 
alg.type = "PROP"; // Code that identifies "Property Update" Activity Notification
alg.description = format("FIELD='property' LABEL='%s' SEQUENCE='%s' OLD='%s' NEW='%s'", zzlabel,zzsequence,old_val,new_val);
alg.time_spent = "00:00:00"; 
alg.call_req_id = cr_persid; 
alg.analyst = log_agt;
alg.system_time = (int)now();
alg.last_mod_dt = (int)now();
 
send_wait(0, group_leader, "checkin");
if (msg_error()) {
  logf(ERROR, "%s: checkin failed for cr=%s property=%s: %s", ME, cr_persid, zzsequence, msg[0]);
  send_wait(0, group_leader, "uncheck");
  return;
}
}
 
// Change Order property
prp::zlog_value_change(...)
{
string ME; 
ME = "prp::zlog_value_change"; 
 
string prp_persid, chg_id, chg_persid, old_val, new_val, zzlabel, zzsequence;
 
prp_persid = argv[3];
chg_id = argv[6];
chg_persid = format("chg:%s",chg_id);
old_val = argv[8];
new_val = argv[9];
zzlabel = argv[12];
zzsequence = argv[15];
 
send_wait(0, top_object(), "call_attr", "chg", "dob_by_persid", 0, chg_persid);
if (msg_error()) { 
  logf (ERROR, "%s: could not get dob for chg=%s property=%s: %s", ME, chg_persid, zzsequence, msg[0]); 
  return; 
} 
 
object dob; 
dob = msg[0];
 
send_wait(0, top_object(), "get_co_group");
if (msg_error()) { 
  logf (ERROR, "%s: could not get group leader for chg=%s property=%s: %s", ME, chg_persid, zzsequence, msg[0]);
  return; 
} 
object group_leader;
group_leader = msg[0];
 
send_wait(0, group_leader, "checkout", dob); 
if (msg_error() && msg[0] != "NO") { 
  logf(ERROR, "%s: checkout failed for chg=%s property=%s: %s", ME, chg_persid, zzsequence, msg[0]);
  return; 
}
 
send_wait(0, dob, "call_attr", "log_agent", "get_val"); 
if (msg_error()) { 
  logf (ERROR, "%s: could not get log agent for chg=%s property=%s: %s", ME, chg_persid, zzsequence, msg[0]);
  return; 
} 
uuid log_agt;
log_agt = msg[0];
 
object chgalg;
send_wait( 0, top_object(), "call_attr", "chgalg", "get_new_dob", NULL, NULL, group_leader); 
if (msg_error()) { 
  logf (ERROR, "%s: could not get new chgalg for chg=%s property=%s: %s", ME, chg_persid, zzsequence, msg[0]); 
  return; 
} 
 
chgalg = msg[0]; 
chgalg.type = "PROP"; // Code that identifies "Property Update" Activity Notification
chgalg.description = format("FIELD='property' LABEL='%s' SEQUENCE='%s' OLD='%s' NEW='%s'", zzlabel,zzsequence,old_val,new_val);
chgalg.time_spent = "00:00:00"; 
chgalg.change_id = chg_id; 
chgalg.analyst = log_agt;
chgalg.system_time = (int)now();
chgalg.last_mod_dt = (int)now();
 
send_wait(0, group_leader, "checkin");
if (msg_error()) {
  logf(ERROR, "%s: checkin failed for chg=%s property=%s: %s", ME, chg_persid, zzsequence, msg[0]);
  send_wait(0, group_leader, "uncheck");
  return;
}
}
 
// Issue property
iss_prp::zlog_value_change(...)
{
string ME; 
ME = "iss_prp::zlog_value_change"; 
 
string prp_persid, iss_persid, old_val, new_val, zzlabel, zzsequence;
 
prp_persid = argv[3];
iss_persid = argv[6];
old_val = argv[8];
new_val = argv[9];
zzlabel = argv[12];
zzsequence = argv[15];
 
send_wait(0, top_object(), "call_attr", "iss", "dob_by_persid", 0, iss_persid);
if (msg_error()) { 
  logf (ERROR, "%s: could not get dob for iss=%s property=%s: %s", ME, iss_persid, zzsequence, msg[0]); 
  return;
} 
object dob; 
dob = msg[0];
 
send_wait(0, top_object(), "get_co_group");
if (msg_error()) { 
  logf (ERROR, "%s: could not get group leader for iss=%s property=%s: %s", ME, iss_persid, zzsequence, msg[0]); 
  return; 
} 
object group_leader;
group_leader = msg[0];
 
send_wait(0, group_leader, "checkout", dob); 
if (msg_error() && msg[0] != "NO") {
  logf(ERROR, "%s: checkout failed for iss=%s property=%s: %s", ME, iss_persid, zzsequence, msg[0]); 
  return; 
}
 
send_wait(0, dob, "call_attr", "log_agent", "get_val"); 
if (msg_error()) { 
  logf (ERROR, "%s: could not get log agent for iss=%s property=%s: %s", ME, iss_persid, zzsequence, msg[0]); 
  return; 
} 
uuid log_agt;
log_agt = msg[0];
 
object issalg;
send_wait( 0, top_object(), "call_attr", "issalg", "get_new_dob", NULL, NULL, group_leader); 
if (msg_error()) { 
  logf (ERROR, "%s: could not get new issalg for iss=%s property=%s: %s", ME, iss_persid, zzsequence, msg[0]); 
  return; 
} 
 
issalg = msg[0]; 
issalg.type = "PROP"; // Code that identifies "Property Update" Activity Notification 
issalg.description = format("FIELD='property' LABEL='%s' SEQUENCE='%s' OLD='%s' NEW='%s'", zzlabel,zzsequence,old_val,new_val);
issalg.time_spent = "00:00:00"; 
issalg.issue_id = iss_persid; 
issalg.analyst = log_agt;
issalg.system_time = (int)now();
issalg.last_mod_dt = (int)now();
 
send_wait(0, group_leader, "checkin");
if (msg_error()) {
  logf(ERROR, "%s: checkin failed for iss=%s property=%s: %s", ME, iss_persid, zzsequence, msg[0]);
  send_wait(0, group_leader, "uncheck");
  return;
}
}

Step 3. Add the triggers

Using Schema Designer tool in Web Screen Painter, add the following site-defined triggers:

Table cr_prp (request property): 

POST_CI zlog_value_change(persistent_id,owning_cr,value,label,sequence) 1050 FILTER(EVENT("UPDATE") && value {} );

Table iss_prp (issue property): 

POST_CI zlog_value_change(persistent_id,owning_iss,value,label,sequence) 1050 FILTER(EVENT("UPDATE") && value {} );

Table prpr (change property): 

POST_CI zlog_value_change(persistent_id,object_id,value,label,sequence) 1050 FILTER(EVENT("UPDATE") && value {} );

Step 4. Publish the Schema changes

The methods used to publish schema changes vary based on the Service Desk release.

For r11.x releases, follow these steps:

  1. Save your Schema changes
  2. Stop the Service Desk service
  3. Run pdm_publish from a command line
  4. Start the Service Desk service

For older releases recycle the Service Desk service.

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