Overview

This section presents a list of alphabetically ordered plug-ins. Short description as well as category, workflow (WF) and license (LIC) allow a quick assignment of the plug-in. Corresponding references lead to a detailed configuration description.

 

Plug-in:

Icon Name Category Description WF LIC
Acceptance Activities Asks the users of the specified group for acceptance of the ticket. W06 STA
Add additional affected principals by SQL Ticket Management This plug-in adds additional affected principals specified by SQL query. W06 ENT
Add CIs to a ticket CMDB This plug-in adds CIs to the ticket. W06 ULT
Add rating comment Knowledge Management This plug-in adds a new rating comment to a KB article. W03 ENT
Add user to CI CMDB Adds a user to the list of affected users of a CI. W13 ULT
Address to coordinates System integration Transforms an address to coordinates (for geo location). W08 ENT
Apply XPath System integration Applies an XPath query on an XML document, and saves the result (InnerText). W13 ULT
Attach message to ticket Messaging and Collaboration Attaches the current message to a ticket. W04 ULT
Attach/Remove file Ticket Management Attach/Remove file of ticket. W06 ENT
Authentication User Management Prompts the current user to enter the password. W06 ULT
Block next automatic notification Messaging and Collaboration Prevents (once/nonrecurring) that the next workflow activity sends notifications to the affected users. W13 CUS
Book expense for ticket Ticket Management Books an expense and links it to the ticket. W06 ENT
Change completion date time Ticket Management Reads the new value from an expression and saves it to the tickets completion date time. W06 STA
Change start date LVER Sets the start date of a ticket. W06 STA
Check data field exists Common Check if a data field exist. W13 STA
CI status change CMDB This plug-in changes the status of a CI. W01 ULT
Icon Name Category Description WF LIC
Classify ticket Ticket Management This plug-in changes or removes the classification of a ticket. W06 STA
Clear event workflow return point Common Clears the event workflow return point. Use this plugin if you connect the loop way workflow with another workflow so that the workflfow item will not leave the plug-in via the loop way exit plug-in. W13 CUS
Close ticket Ticket Management This plug-in closes the ticket and sets the status to Closed. W06 CUS
Close ticket (with signature) Ticket Management This plug-in combines the functionalities of the plug-ins Sign and Close Ticket. W06 ULT
Conditional Join Common Conditional join of several connectors. W13 STA
Conditional switch Common Assigns the workflow item to the corresponding exit according to a specific data field value. W13 STA
Conditional switch on expression Common Assigns the workflow item to the corresponding exit according to a specific expression value. W13 STA
Confirm notifications Messaging and Collaboration This plug-in confirms the notification of type Persistent with the given ID. W13 ULT
Connect to main Item Common Connects the workflow item to the main workflow item. W13 ULT
Container child ticket extraction Container and Successor Extracts the current child ticket from the container. This plug-in can only be used inside of a ContainerSplit-Join interval. W06 STA
Container ticket join Container and Successor This plug-in joins all plug-ins created by the Container ticket split-up plug-in. It forwards one workflow item, which represents the container ticket itself again. W06 STA
Container ticket split-up Container and Successor This plug-in creates a workflow item for each ticket inside the container ticket. The plug-in Container ticket join is used for joining all of the workflow items created here. W06 STA
Convert ticket Ticket Management Converts a ticket to a ticket of an other schema. W06 STA
Convert Ticket to KB Knowledge Management This plug-in converts a ticket into a Knowledge Base article. W06 ENT
Icon Name Category Description WF LIC
Create a CI CMDB This plug-in creates a new CI. W06 ULT
Create a ticket from a CI CMDB Create ticket from CI. W01 ULT
Create an appointment in Exchange Ticket Management Creates an appointment item in the calendar of the given user. W06 ULT
Create comment Ticket Management This plug-in creates a ticket comment. W06 CUS
Create Decision Task Activity Task Management Create a decision task and link it with the ticket, then wait for the task to be completed (2 statuses). W06 ENT
Create Decision Task Activity 3 Task Management Create a decision task and link it with the ticket, then wait for the task to be completed (3 statuses). W06 ENT
Create Decision Task Activity 4 Task Management Create a decision task and link it with the ticket, then wait for the task to be completed (4 statuses). W06 ENT
Create Decision Task Activity 5 Task Management Create a decision task and link it with the ticket, then wait for the task to be completed (5 statuses). W06 ENT
Create Decision Task Activity 6 Task Management Create a decision task and link it with the ticket, then wait for the task to be completed (6 statuses). W06 ENT
Create exchange tasks for pending escalations Escalation Creates Exchange tasks for all pending escalations of the ticket. W06 ULT
Create items for successor tickets Container and Successor This plug-in creates a workflow item for each successor ticket. W06 ENT
Create Lead Dynamics 365 System integration The data for a potential new customer are created using a customer relationship management system. W13 CUS
Create new ticket Ticket Management Creates a new ticket. W13 ULT
Create successor ticket Container and Successor Creates a successor ticket based on the current ticket according to the defined mappings. W06 ENT
Icon Name Category Description WF LIC
Create Task Task Management Create a task and link it with the ticket. W06 ENT
Create Task Activity Task Management Create a task and link it with the ticket, then wait for the task to be completed. W06 ENT
Create ticket and end workflow Ticket Management This plug-in creates a ticket and defines the end of the workflow. W15 STA
Create user User Management Creates a user in the specified group. The parameter for the login name supports expressions. W13 ULT
Create workflow items for linked elements Ticket Management This plug-in creates a workflow item for every linked element of the selected type. W06 ENT
Creates a new escalation time Escalation Creates dynamic a new escalation time. W06 STA
Creator change by Ticket field Ticket Management This plug-in changes the ticket creator. W06 ENT
Data synchronization Common Synchronization of the fields TicketOwnerGroup and TicketOwnerUser. W06 CUS
Debug end Common Ends the debug mode. The item moves on with full speed again. W13 ULT
Debug start Common Sets the item into a debug mode, which causes the item to run slower through the workflow. W13 ULT
Delete all appointments in Exchange Ticket Management Deletes all previously created exchange appointments in Exchange. W06 ULT
Delete ci link CMDB Delete CI link to a ticket. W06 ULT
Delete data field Common Delete a data field. W13 CUS
Delete dynamic created escalation times Escalation Delets all dynamic createt escalation times. W06 STA
Deletes all escalation times Escalation Marks all escalation times as state reached. W06 STA
Icon Name Category Description WF LIC
Dispatching switch Common Assigns the workflow item to the corresponding exit according to a specific dispatching rule value. W10 STA
Duplicate Common Duplicates the current workflow item. W13 STA
Edit expense type and clearing type Ticket Management Changes the default expense type and the default clearing type of the ticket based on two ticket fields. W06 ENT
Edit project and cost centre Ticket Management Changes the default project and the default cost centre of the ticket based on two ticket fields. W06 ENT
End of function Common Ends a workflow function. Returns to the calling plug-in. W13 ULT
End of subworkflow Common This plug-in defines the end of the subworkflow. W13 ENT
End of workflow Common This plug-in defines the end of the workflow. W13 CUS
Event source suspension Ticket Management This plug-in sets the suspension date of an event source. W06 ULT
Event workflow entrance Common This plug-in has to be used as the first plug-in in an event workflow. W13 CUS
Event workflow return point Common This plug-in has to be used as the last plug-in in an event workflow. W13 CUS
Execute advanced WebService System integration This plug-in calls a web service. W13 ULT
Execute REST web service System integration This plug-in calls a REST web service. W13 ULT
Execute script System integration This plug-in executes a script on the server. W13 ULT
Icon Name Category Description WF LIC
Execute SQL statement (Non-Query) System integration This plug-in executes a Non-Query SQL statement on the server. W13 ENT
Execute SQL statement (Select) System integration This plug-in executes a Select SQL statement on the server. W13 ENT
Execute WebService System integration This plug-in calls a web service and saves the return value as a data field. W13 ULT
Execute a report Ticket Management Execute a report based on the given configuration. W06 ULT
Export data to a text file Ticket Management Exports data to a text file. W06 ENT
Exports file attachments Ticket Management Exports all file attachments of the ticket to the specified place. W06 ENT
Fill ticket field with form values Ticket Management This plug-in sets the configured ticket fields with the values from the mapped form fields. W06 ULT
Form (Button 1/Button 2/Button 3) Activities Displays a form with three input buttons. W06 ULT
Form (Confirmation) Activities Displays a form with input buttons. W06 ULT
Form (Yes/No) Activities Displays a form with Yes/No buttons. W06 ULT
Free/Busy check Messaging and Collaboration Checks the Free/Busy status of the given user in the given time span. W06 ULT
Function call Common Executes a function workflow. W13 ULT
Function start Common Start of a workflow function. W13 ULT
Gate keeper Common Allows only one workflow item to pass at one time. W13 ULT
Get Owner Ticket Management Reads the current owner (group and user) of the ticket and stores them in a data field. W06 CUS
Icon Name Category Description WF LIC
Get Status Ticket Management Reads the current status of the ticket and stores it in a data field. W06 CUS
Get Ticketfield Ticket Management This gets the value of a ticket field and stores it into a data field. W06 CUS
Group activity (0) Activities Creates a task for a group without any choice. W12 CUS
Group activity (1) Activities Creates a task for a group, which has to be confirmed. W12 CUS
Group activity (2) Activities Creates a task for a group, which has to be answered with yes or no. W12 CUS
Group activity (3) Activities Creates a task for a group which has to be answered with Answer 1, Answer 2 or Answer 3. W12 ENT
Group activity with event (1) Activities Creates a task for a group, with a confirmation and fires an event on every edition of the action. W12 ULT
Group activity with event (2) Activities Creates a task for a group, which has to be answered with yes or no and fires an event on every edition of the action. W12 ULT
Group assignment Ticket Management This plug-in assigns the ticket to a user group. W06 CUS
History entry Ticket Management This plug-in creates an history entry for the assigned ticket. W06 CUS
HTTP Post System integration This plug-in sends a post request to a URL and stores the return value. W13 ULT
Insert comment Common Insert a comment. W13 STA
Is CI linked to user? CMDB Determines whether the configured CI is linked with the specified user in its affected principals collection. If there are groups in the affected principals list, it is not checked whether the principal is a member of a group. W13 ULT
Isolate Common Isolates a workflow item. It is then only affiliated with itself. W13 ULT
Iteration Common Sends a workflow item to the loop exit according to the number of configured iterations. Afterwards, it will be sent to the end of loop exit. W13 ULT
Icon Name Category Description WF LIC
Join of workflow items Common Join of several workflow items. W13 STA
Knowledge Base article - reset rating Knowledge Management This plug-in sets the rating of a article back to zero. W03 ENT
Leave subworkflow Common This plug-in marks the end of the subworkflow, but doesn't send the workflow item back to its source. W13 ENT
Link ticket with KB article Ticket Management Links the ticket with a Knowledge Base article. The article can be defined by its ObjectGUID or identity (static value or expression). W06 CUS
Link tickets with workflow ticket Ticket Management Links a list of tickets (IDs or ObjectGUIDs) with the workflow ticket. The list of the ticket IDs can be a static value or calculated by an exression W06 ENT
Lock Common Sets a lock, which guarantees that no other Item can access the following part of the workflow. The lock is released by the plug-in Unlock, or by manually moving an Item. W13 ULT
Edit zones CMDB Changes the CI zones. W01 STA
Move KB workflow items Knowledge Management Moves all KB article workflow items (including workflow items of the revision and version of this article) but this to the MoveTo output. W03 ENT
Move parent workflow item Container and Successor Moves the parent workflow item to the Move parent to output. W06 ENT
Move workflow items Common Moves all workflow items but the configured one to the Move to output. W13 CUS
No-Operation Common This plug-in does nothing, and can be used for organizational purposes. W13 CUS
Owner assignment Knowledge Management This plug-in assigns the KB item to a new owner. W03 CUS
Owner assignment Ticket Management This plug-in assigns the ticket to a new owner. W06 ENT
Pause Common Pauses the processing of the item for the specified time. W13 ENT
Pause SLAs Escalation Pauses all SLAs or only SLA with a specific name. W06 CUS
Ping System integration Sends a ping to a device in the network. W13 ULT
Icon Name Category Description WF LIC
Remove Duplicates Common Removes duplicates of the current workflow item. W13 STA
Remove relations CMDB Removes all CI relations or only relations of a specific typ. W01 CUS
Restarts the SLAs Escalation Restarts all SLAs or only SLAs with a specific name. W06 CUS
Resume Common This plug-in resumes all workflow items that have been suspended via the Pause plug-in. W13 ENT
Send early warning message Escalation This plug-in sends an early warning message using the specified scheme. W02 ENT
Send Knowledge Base message Messaging and Collaboration This plug-in sends a Knowledge Base message using the specified scheme. W03 ENT
Send message Messaging and Collaboration This plug-in sends a message using the specified scheme. W13 CUS
Send notifications Messaging and Collaboration This plug-in sends a notification to the given recipients with the given template. W13 ULT
Send principal message Messaging and Collaboration This plug-in sends a principal message using the specified scheme. W07 STA
Set a new creation date for the ticket Escalation This plug-in sets a new creation date for the ticket. W06 CUS
Set data field Common Sets an data field in the workflow item. W13 CUS
Set data field on expression Common This plug-in stores the result of an expression into a data field. W13 CUS
Set default read-only flag Ticket Management Sets override permissions on default expense settings like project, cost centre, expense type and clearing type. W06 ENT
Set effort estimation Escalation Sets the effort estimation of a ticket using the specified duration or an expression that would return a duration value. W06 STA
Set escalation level Escalation This plug-in sets the escalation level. W06 CUS
Icon Name Category Description WF LIC
Set field of attached ci CMDB This plug-in changes the value of an attached to ticket CIs field. W06 ULT
Set field of ci CMDB This plug-in changes the value of an a CIs field. W01 ULT
Set fields of a CI CMDB Sets the fields of a CI based on the current ticket according to the defined mappings. W06 ULT
Set geo location System integration Sets the geo location of a ticket using the specified coordinates or expressions that would return coordinates. W08 ENT
Set owner by dispatching Ticket Management This plug-in sets the owner based on a dispatching rule. W06 STA
Set pin color System integration Sets the pin color of a ticket for the map using the specified colors or expressions that would return color. W06 ENT
Set previous user/group Ticket Management This plug-in changes the user (creator, owner, affected) with a previous user. W06 ULT
Set processing priority Common Sets the priority with which the workflow item is processed by the Workflow Manager. W13 ULT
Set solution Ticket Management Sets the solution of the ticket. You can distinct between external and internal solution, as well as external and internal summary. W06 STA
Set the SLA of a ticket Escalation This plug-in sets the SLA of a ticket. W06 STA
Set Ticket field Ticket Management This changes the value of a ticket field. W06 CUS
Set ticket field from dispatching Ticket Management This plug-in sets a ticket field based on a dispatching rule. W06 STA
Set Ticket field key Ticket Management This changes the value of a ticket field. W06 CUS
Set TicketCreationPipe Ticket Management This sets the newest Ticket creation pipe. W06 ENT
Icon Name Category Description WF LIC
Set Time Zone Ticket Management This plug-in sets the time zone based on a dispatching rule. W06 STA
Set user field User Management Sets the field of a user to a new value. W13 ENT
Set writing permissions of expenses Ticket Management Sets the writing permissions of expenses. W06 ENT
Show Form Activities Displays a form. W06 CUS
Sign Ticket Management This plug-in allows for saving certain ticket field statuses, in order to find out later on whether they have changed between two (or more) ticket actions. W06 ULT
Simple Join Common Simple join of several connectors. W13 STA
Solution Activities Asks the supporter for the ticket solution. W06 STA
Split per user User Management This plug-in creates workflow items based on a string with user identifiers and separator characters. Supported are GUIDs, login names and user browser-path-values. The separator character for user browser paths is the dollar sign $. W13 ULT
Stack add Common Adds a new element on top the stack. W13 ULT
Stack use/remove Common Saves the value of the topmost element of the stack in a data field, and removes it from the stack. If the last element on stack was removed, the workflow item is sent to the corresponding exit. W13 ULT
Start error handling Common Sets an error handling workflow onto the workflow item. When any errors occur, the workflow item will be moved immediately to the error handling workflow - until the Stop error handling plug-in is passed. W13 CUS
Start of the subworkflow Common This plug-in defines the start of the subworkflow. W13 ENT
Start of the workflow Common This plug-in defines the start of the workflow. W13 CUS
Start stopwatch Common Starts a stopwatch. W13 ULT
Icon Name Category Description WF LIC
Status change Task Management This plug-in changes the state of the assigned task. W05 CUS
Status change Ticket Management This plug-in changes the state of the assigned ticket. W06 ENT
Status change of all successor tickets Container and Successor This plug-in changes the status of all successor tickets. W06 ENT
Status change origin ticket Container and Successor This plug-in changes the state of the origin ticket. W06 ENT
Stop error handling Common Stops to call an error handling workflow in case of an error. W13 CUS
Stopwatch: elapsed time Common Calculates the elapsed time since the start of the stopwatch. W13 ULT
Suspend Common Sets all other workflow items that reference the same object to suspend mode. This means that these items no longer move in the workflow and no activities are generated for them. W13 ENT
Suspend until Common The processing of the workflow item is stopped until the next configured time. W13 ENT
Task assignment Task Management This plug-in assigns tasks to a user or group. W05 ENT
Ticket user assignment by expression Task Management This plug-in assigns parent or sub ticket to a user. W05 ENT
Timer Common This plug-in only has the function of pointing to a plug-in. When the timer has been activated by Timer Start and reaches the desired time, the workflow item is moved directly to the plug-in pointed to by the Timer Plug-in. W13 CUS
Timer start Common Starts the assigned timer. W13 CUS
Timer stop Common Stops the assigned timer. W13 CUS
Toggle synchronization System integration Activates or deactivates the synchronization of the ticket to another 446 Plattform®-System. W06 CUS
Transform Xml System integration This plug-in transform XML with XSLT. W13 ULT
Trigger early warning Escalation This plug-in triggers the early warning system. W06 ENT
Unlock Common Releases locks, which had previously been set by the plug-in Lock. W13 ULT
Icon Name Category Description WF LIC
User activity (0) Activities Creates a task for a user without any choice. W12 CUS
User activity (1) Activities Creates a task for a user, which has to be confirmed. W12 CUS
User activity (2) Activities Creates a task for a user, which has to be answered with Yes or No. W12 CUS
User activity (3) Activities Creates a task for a user which has to be answered with Answer 1, Answer 2 or Answer 3. W12 ENT
User assignment Ticket Management This plug-in assigns the ticket to a selected user. W06 CUS
User assignment by expression Ticket Management This plug-in allows for changing a user or group in a ticket. W09 ENT
User assignment by Ticket field Ticket Management This plug-in allows for defining the owner of a ticket due to a ticket field that contains an e-mail address. W06 ENT
User assignment secondary ticket Ticket Management This plug-in assigns a secondary ticket to a user from first ticket. W06 CUS
User field to ticket field assignment User Management This plug-in sets user attributes based on ticket fields or the other way around. W06 ULT
Volatile Common If a workflow item is volatile, its movements are not written to the database. It generates fewer entries in the log file and none in the item log. The database only contains the last location where the item was located. This means that the item will continue to run from there after restarting the workflow manager. W13 ULT
Volatile off Common Stops the volatile mode. W13 ULT
Wait for other tickets Container and Successor Waits until related tickets (parent, successor or linked) reached a certain status. W06 ENT
Wait for tasks Task Management Wait for all tasks to reach status Closed. W06 ENT
Wait for workflow items Common Waits for all workflow items. W13 ULT
Wait -> resume Container and Successor Checks any waiting related ticket (parent, successor and linked), and continues it eventually. W06 ENT
Work time check Escalation Checks whether the current time stamp is inside the work time definition of the SLA priority of the ticket. W06 STA

Workflow (WF)

W01 Configuration item
W02 Early warning workflow
W03 Knowledge Base article
W04 Message
W05 Task
W06 Ticket
W07 User/group
W08 Configuration item, Ticket
W09 Knowledge Base article, Ticket
W10 Message, Ticket
W11 Task, Ticket
W12 Knowledge Base article, Task, Ticket
W13 Configuration item, Early warning workflow, Expense, Knowledge Base article, Message, Service, Service catalog, Service transaction, Task, Ticket, User/group, Zone of configuration item
W14 Data
W15 Creation

 

License (LIC)

STA Standard Edition
ENT Enterprise Edition
ULT Ultimate Edition
CUS Customized