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A trigger executes automatically as scheduled and creates a background job for the periodic activity. The administrator can configure triggers for the recurring activities in the application. For example, you can use a trigger to auto close tickets. Most of the triggers are in-built and scheduled by default. You can enable or disable and schedule or unschedule existing triggers. After you enable a job trigger, it starts a particular job at a specified time and after a particular interval.
To ensure uninterrupted, optimal, and equivalent performance across all our customer slices, these usage limitations are implemented:
Slice and Job category-specific minimum frequencies are:
- Auto close tickets in 15 minutes.
- Generate Group Work schedule for 60 days.
- Generate Service Availability schedule for 60 days.
- Service Level Compliance monitoring for every 5 minutes.
- Default for all other triggers is 3 minutes.
Considerations
- A trigger name must be unique.
- You can specify the time zone, date, and time to start and stop the job trigger. You can also specify the recurrence frequency for the job trigger.
- You can select the recurrence frequency from the list or you can create a custom expression for it.
- The job triggers are already scheduled by default. You can enable them. If a trigger is enabled, you can schedule or unschedule it. The application creates a trigger job when you schedule one and it deletes when you unschedule a trigger.
- Manually schedule the Relay Phone Messages and the Track and Monitor Message Responses triggers to configure the external notification actions.
- Ensure that the duration for a job that is scheduled to run (Cron Expression) is less than the lowest threshold value while configuring trigger jobs. For example, for lowest threshold value of 10 minutes, the job must have a Cron Expression of 2 minutes or 3 minutes. This value allows on time relay of notification, receive response, and apply appropriate workflow action.
You cannot create a job type for a trigger. However, you can select an existing job type for the trigger. The following table describes the available job types:
| JOB NAME | DESCRIPTION |
|---|---|
| Action Trigger | Invokes action scripts or action groups through the XML Integration Engine or through direct invocations. |
| Auto Assign Tickets | Intelligent Service Management (ISM) Administrators can select the Auto-assign ticket option to enable round-robin assignment of tickets that are assigned to a group by not a specific owner. This eliminates unassigned tickets sitting in a group’s queue and reduces the need for a manager to do manual assignment.
|
| Auto Close Tickets | Closes tickets automatically. |
| Change Approval Background Process | Performs background processes related to the change approval workflow. |
| Disk Cleanup | Performs batch cleanup of temporary files from folders that are dedicated to store such files. |
| Generate Scheduled Report | Creates scheduled reports and distributes it to the pre-defined recipients as an email attachment. |
| Message Receiver | Receives email messages that are stored on IMAP server. These messages are processed by the application for creation of new support cases based on the new support requests sent via email. |
| Notification Delivery | Sends email notifications to appropriate recipients by polling the outbound email queue. |
| Polling Mailbox Provider | Provides advanced polling-based processing semantics applied to IMAP mailboxes by forking out separate child jobs (for each mailbox associated with a tenant slice) that execute in parallel and process new messages. |
| Process Service Feedback Schedules | Generates email notifications that must be sent to customers for all the active schedules for taking service feedback. |
| Relay Phone Messages | Sends or delivers messages to an individual destination or a "group" comprising of predefined set of destinations in the group simultaneously for acceptance or acknowledgment by the recipients. |
| Scheduled Task Invoker | Invokes a preset scheduled task by executing the associated process task component when the fire time is reached in accordance with the configured scheduled policy. |
| Service Level Compliance Monitoring | Monitors whether measured service level performance metrics are in compliance with performance targets specified in SLAs. |
| Session Monitor | Updates last accessed url and time for logged in users. |
| SQL Executor | Executes a SQL DML Statement associated with the trigger firing this job against a specific database. |
| SQL Executor | Executes a SQL DML Statement associated with the trigger firing this job against a specific database. |
| Track and Monitor Message Responses | Tracks responses provided after receiving by choosing an option from a predefined menu from a destination (device). |
Create Job Triggers
Follow these steps:
- Navigate to MANAGE> ADMINISTRATION> Tools> Slice Configuration> Job Triggers.
A list of existing job triggers displays. This list includes the job triggers added by default or by an administrator. You can add more triggers by clicking the Create New button. - Click Enable to enable a trigger and click Schedule to schedule a trigger.
- Click Create New to create a trigger.
- Select the Job Type, Priority, Start Time, Stop Time, and Timezone.
Note: The Slice is a read-only field. The Cron Expression field specifies the frequency of the trigger job. You can select the frequency of cron job triggers in minutes, hours, and months. You can also create a custom expression. For example, enter 0 0/3 * * *? for 3 minutes. - Click Apply Changes.
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