Working with Event Triggers

Editing an Existing Event Trigger

1. To view the properties on the triggers, select an event trigger and then select Properties or double-click the event trigger.
2. In the Edit Event window, the General tab displays the General Settings and Operations.
   • Trigger Name: Indicates that any time a service call is created, this event will be active.
   • Trigger Type: Displays a list of active CDC tables.
   • Event ID: This display-only value is a concatenation of the "Trigger Type - Trigger Name".
   • Operations
     • Mark the operation (Delete, Insert, and/or Update) to occur in the CDC table view when the trigger is activated. Depending on the trigger type, additional choices are available in the Operations section. 
     • Select the Watch Columns drop-down to display a multi-select list where you can select the columns that need to be watched in the CDC table view. 
   • The Trigger Enabled checkbox indicates that the trigger is in use.
3. The Trigger Criteria tab is used to set up specific criteria that may need to be met for the trigger to activate. Use the Values and Previous Values tabs and the formula buttons to create the trigger criteria. To enter the values necessary for the formulas, select the VAL button and enter the data.
   For the example below, continuing to the Trigger tab for the Appointment-AppointmentCancelled trigger event, we are looking at the Trigger Criteria. Note that all of the criteria are joined with an AND which indicates that all three criteria must be met to activate the trigger. If a criteria is joined with an OR, this indicates that either the previous criteria line or the following criteria line must be met.
   • The Previous Scheduled State (prev_state_scheduled) in the CDC table must be 1.
   • The Appointment Status must be CANCELLED.
   • The Appointment Type must be 1.
   • Action name/Type: View or edit the action that happens when the event is triggered.

   • Recipients: If additional recipients need to receive the email, enter the email address values here. (Examples, [TechnicianEmail], [Caller_Email_Address]. The information used for the values that have been set up in Signature.

     • Caller email address: Stored in the Service Call window [Caller_Email_Address]. If you are using a user-defined field for the email

     • Technician email address: Stored in Schedule Resources window [R_Email].

     • Send to Creator: If marked, the creator will also receive the email communication when the trigger is creating a service call via an incoming email.
   • Subject: Displays what the email subject line will contain.
   • Email Body: Displays what the body of the email displays. Different parameters can be selected by right-clicking and then choosing currently-available values from the current record or you can select previously-used values.
     The Actions tab displays the action properties. The initial display is what is currently out-of-the-box set up and includes the Name and Action Type. This information is fully editable. Select New (to create a new Action) or Edit (to edit an existing Action) to display the Action Properties window.
4. Select Save and then select OK.

Create a New Event Trigger

1. To create a new trigger on the Home view, select New Trigger Event.
2. Select the + button to the right of Trigger Type and then enter the name of the view to add.
3. Complete the remaining fields/tabs as described in Viewing/Editing event trigger properties.