Administration › Service Desk › Service Types › Create a Service Type › Service Type Tabs › Create Service Type Event

Create Service Type Event

You can create service type events for requests, change orders, change order tasks, issues, and issue tasks.

To create a service type event

1. From the Service Type Detail page, select the appropriate tab (Requests, Change Orders, Change Order Tasks, Issues, or Issue Tasks).

   The Event List for the ticket type appears.

2. Click Add Service Type Event.

   The Create New Service Type Event page appears.

3. Fill in the fields on this page, including:

   Event

   The name of the event to which this service type event is attached. An event is a procedure that is automatically followed after a certain amount of time has elapsed. Events consist of checking for conditions and performing actions based on the results of those conditions. Attaching events to tickets makes it easier to monitor them and take steps to close them.

   For example, an event may send a message if a priority 1 issue is not resolved in an hour. The event begins when an hour has elapsed. First, the system checks for the condition, which is "open issues with the priority of 1." If the condition is true, the system performs an action, which is sending the message.

   Delay Time

   The interval of time after which the event occurs. Specify the delay time as hh:mm:ss, For example, if an event is attached to an issue at 2:20, and the Delay Time is 01:00:00 (one hour), the event occurs at 3:20.

4. Click Save.

   The tab definition is saved and the Tab Detail page appears.