JavaScript Triggers

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:

  • Auto mail to end users should be sent in English or German depending on the user language.
  • Notification mails triggered via SNMP trap should not return auto mails.
  • Content from an HTML mail should be linked to INETAPP fields. The HTML mail was created by filling out an HTML form.
  • When the status of a ticket is changed in order processing, an additional Auto-Mail is to be sent to the end user.

You can use JavaScript files for the following occasions (triggers).

New request email arrived

Search for strings in subject / body of the mail. Thereby controlling tickets by read emails.

  • Old key in trigger.properties file until 7.6: MAIL_NEW_IN

New answer email arrived

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.

  • Old key in the trigger.properties file until 7.6: MAIL_IN

Auto-email sent

Auto mails to specific recipients get a different sender.

  • Old key in trigger.properties file until 7.6: MAIL_OUT

Ticket status changed

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).

  • Old key in trigger.properties file until 7.6: STATUS_CHANGE

Option for JavaScript

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.

ITIL process changed

Sending auto mails when ITIL process changes.

  • Old key in trigger.properties file until 7.6: ITIL_CHANGE

User manually created a ticket

A new request should have a 'special priority' set and only if the ticket is assigned to a specific resource.

  • Old key in trigger.properties file until 7.6: NEW_USER_TICKET

Reload and validate trigger

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