The INETAPP has a JavaScript interface. In the program code is stored that on certain occasions external logic of a text file can be evaluated. This text file has to be created and saved in a directory to which the INETAPP server has access. Then you can assign the text file to the corresponding trigger.
First of all, here are some examples of logic in a JavaScript file:
You can use JavaScript files for the following occasions (triggers).
Search for strings in subject / body of the mail. Thereby controlling tickets by read emails.
trigger.properties
file until 7.6: MAIL_NEW_IN
In case of customer reply via e-mail, a possible reactivation of the ticket should not be sent to the closing resource but to a central resource.
trigger.properties
file until 7.6: MAIL_IN
Auto mails to specific recipients get a different sender.
trigger.properties
file until 7.6: MAIL_OUT
If a ticket gets the self-defined status "Release to test", then an automatic mail template "Release to test.html" should be sent to the customer (mail address of the ticket owner).
trigger.properties
file until 7.6: STATUS_CHANGE
Addresses the problem that when an Auto-Mail is sent on the occasion of reaching a defined status, an auto-mail is indeed sent. But if the next editing step would result in the same status, then the sending of an Auto-Mail would be omitted, because the status has not changed.
Sending auto mails when ITIL process changes.
trigger.properties
file until 7.6: ITIL_CHANGE
A new request should have a 'special priority' set and only if the ticket is assigned to a specific resource.
trigger.properties
file until 7.6: NEW_USER_TICKET
On the one hand you have the possibility to let the i-net HelpDesk server read changes in an existing JavaScript file immediately. On the other hand it checks if the syntax, NOT the logic, of the JavaScript file is valid.
Details about the implementation of JavaScript in i-net HelpDesk can be found here: Javascript in i-net HelpDesk