Messaging and Collaboration

Icon	Description
Attach message to ticket Old icon:	Attach the current message to a ticket. This plug-in can be enabled and disabled (red cross). Configuration Ticket reference: The data field name or an expression is entered. File attachments: The transfer of the file systems into the ticket can be selected. Ticket field mapping: The values that are to be written to the specified ticket field can be defined before the message is linked to the ticket. The use of expressions is possible. New mapping: The form field or the text field name can be edited.
Block next automatic notification Old icon: -	The plug-in prevents the next workflow activity from sending push notifications once. This only includes workflow activities, all other plug-ins are not affected. A configuration is not necessary. It is available when the other notification plug-ins are available (LicenseKey: EnableNotificationPlugins).
Confirm notifications Old icon:	This plug-in confirms the notification of type "Persistent" with the given ID. This plug-in can be enabled and disabled (red cross). Configuration The following two options can be selected for the message to be confirmed:
Free/Busy check Old icon:	If tickets are to be assigned due to free/busy information, this plug-in can be used. Via this plug-in, free/busy information can be retrieved from an Exchange server Microsoft Exchange Server is a groupware and e-mail transport server software from Microsoft. It is used for the central storage and administration of e-mails, appointments, contacts, tasks and other elements for several users and thus enables collaboration in a working group or in a company. Exchange Server requires Microsoft Windows server software and is therefore primarily used in infrastructures dominated by Microsoft products. [Wikipedia] in a workflow. Based on this information, depending actions can be executed. Five different types of information are available here: User is free - the user has no appointments planned in the requested time User is busy - the user has appointments planned in the requested time User is out of office - the user is out of office User is tentative busy - the user has an appointment planned, which has not been fixed yet No information available - there is no information available for the requested time Another use is explained in the following example: Example: The first decision in the workflow is whether the ticket has been assigned to a group or user. If the ticket is assigned to a group, a free/busy check is not necessary as the ticket will be submitted for acceptance to multiple users. Thus, a user who is not out of office or busy can accept the ticket. However, if the ticket is assigned to a single user, the free/busy check is necessary, as the ticket will only be assigned to the user if he is not busy or absent. The workflow shows the configuration of the five possible outputs of the plug-in. If the user is free, the ticket will be assigned to him and he will receive a corresponding e-mail (path 1). If the user is potentially busy or absent, the ticket will be assigned to him anyway. In this case, however, a third person will receive an e-mail containing the information that the user is probably busy or absent or that no information is available for this user (paths 2 and 3). A dispatcher can now decide whether the ticket is to remain with this user for processing or he will reassign it. If the user is out of office or already busy, the ticket will not be assigned to him (paths 4 and 5). In this case, the ticket will be submitted to a general group of supporters A member of support is a user handling and solving tickets arriving. for acceptance. Additionally, a dispatcher will receive an e-mail containing the information that the ticket could not be assigned automatically. The dispatcher can then look into the reason and possibly take appropriate measures for the future. Configuration Starting time: The beginning of the time span to be checked in the format DD.MM.YYYY HH:MM Ending time: The end of the time span to be checked in the format DD.MM.YYYY HH:MM Data field name (starting time): A data field in the workflow item Reference object e.g. to a ticket or CI that runs through the workflow. running through the plug-in, from which the beginning of a time span is to be read out. Data field name (ending time): A data field in the workflow item running through the plug-in, from which the ending of a time span is to be read out. User: The user the free/busy check is to be performed for is to be specified here.
Send Knowledge Base message Old icon:	This plug-in sends a Knowledge Base message using the specified scheme. It can be enabled and disabled (red cross). Configuration Messaging scheme: The specific messaging schema for sending the message is to be selected here. Language: The language to be used for sending the message.
Send message Old icon:	This plug-in is used whenever a ticket message is to be sent. For this purpose, the messaging schema has to be specified. In general, the plug-in is used whenever a message is to be sent that cannot be classified as one of the following special cases: task message, KB message, early warning message. Configuration Group: The messaging schema group is to be selected here. Schema: The specific messaging schema for sending the message is to be selected here. Default language: The language to be used for sending the message whenever no distinct language can be identified. Language: The language to be used for sending the message. The following options are available here: Dynamic, based on recipient: The respective message is sent due to the language settings of the user. Expression: An expression for determining the language can be specified. For this purpose, the expression has to return a two-digit language code (e.g. de or en). Dispatching rule: A dispatching rule used for determining the language can be specified.
Send notifications Old icon:	This plug-in sends a notification to the given recipients with the given template. Configuration Group: The message routing group must be selected here. Template: Here the specific message template for the transmission is selected. Language: Language in which the message is to be sent. The following options exist: Dynamically based on recipient: Depending on which language setting is stored with a user, the corresponding message is sent. Language1: A language that exists in the system is displayed (for example, English). Language2: A language that exists in the system is displayed (for example, German). Notification type: The message type can be selected: Hint No pop up Once pop up Recurring pop up (confirmation by user/group) Persistent pop up (confirmation by plug-in) Recipients (User/Group): ObjectGUID, data ID or login name of recipient principals Includes as a generic term the persons or groups concerned. (group or user). Separate multiple recipients by ";". Expressions are possible. Confirmation (User/Group): ObjectGUID, data ID or login name of principal (group or user) who shall confirm this push notification. Expressions are possible. Data field to store the notification id: Enter the data field, in which the ID of the notification shall be stored. Use this data field in the Confirmation plug-in, to confirm this message for all recipients.
Send principal message Old icon:	This plug-in sends a principal message using the specified scheme. It can be enabled and disabled (red cross). Configuration Messaging scheme: The specific messaging schema for sending the message is to be selected here. Language: The language to be used for sending the message.

Icon

Description

Attach message to ticket

Old icon:

Attach the current message to a ticket.

This plug-in can be enabled and disabled (red cross).

Configuration

Ticket reference: The data field name or an expression is entered.

File attachments: The transfer of the file systems into the ticket can be selected.

Ticket field mapping: The values that are to be written to the specified ticket field can be defined before the message is linked to the ticket. The use of expressions is possible.

New mapping: The form field or the text field name can be edited.

Block next automatic notification

Old icon: -

The plug-in prevents the next workflow activity from sending push notifications once. This only includes workflow activities, all other plug-ins are not affected.

A configuration is not necessary.

It is available when the other notification plug-ins are available (LicenseKey: EnableNotificationPlugins).

Confirm notifications

Old icon:

This plug-in confirms the notification of type "Persistent" with the given ID.

This plug-in can be enabled and disabled (red cross).

Configuration

The following two options can be selected for the message to be confirmed:

Free/Busy check

Old icon:

If tickets are to be assigned due to free/busy information, this plug-in can be used.

Via this plug-in, free/busy information can be retrieved from an Exchange server Microsoft Exchange Server is a groupware and e-mail transport server software from Microsoft. It is used for the central storage and administration of e-mails, appointments, contacts, tasks and other elements for several users and thus enables collaboration in a working group or in a company. Exchange Server requires Microsoft Windows server software and is therefore primarily used in infrastructures dominated by Microsoft products. [Wikipedia] in a workflow. Based on this information, depending actions can be executed. Five different types of information are available here:

User is free - the user has no appointments planned in the requested time
User is busy - the user has appointments planned in the requested time
User is out of office - the user is out of office
User is tentative busy - the user has an appointment planned, which has not been fixed yet
No information available - there is no information available for the requested time

Another use is explained in the following example:

Example:

The first decision in the workflow is whether the ticket has been assigned to a group or user. If the ticket is assigned to a group, a free/busy check is not necessary as the ticket will be submitted for acceptance to multiple users. Thus, a user who is not out of office or busy can accept the ticket.

However, if the ticket is assigned to a single user, the free/busy check is necessary, as the ticket will only be assigned to the user if he is not busy or absent.

The workflow shows the configuration of the five possible outputs of the plug-in. If the user is free, the ticket will be assigned to him and he will receive a corresponding e-mail (path 1).

If the user is potentially busy or absent, the ticket will be assigned to him anyway. In this case, however, a third person will receive an e-mail containing the information that the user is probably busy or absent or that no information is available for this user (paths 2 and 3). A dispatcher can now decide whether the ticket is to remain with this user for processing or he will reassign it.

If the user is out of office or already busy, the ticket will not be assigned to him (paths 4 and 5). In this case, the ticket will be submitted to a general group of supporters A member of support is a user handling and solving tickets arriving. for acceptance. Additionally, a dispatcher will receive an e-mail containing the information that the ticket could not be assigned automatically. The dispatcher can then look into the reason and possibly take appropriate measures for the future.

Configuration

Starting time: The beginning of the time span to be checked in the format DD.MM.YYYY HH:MM

Ending time: The end of the time span to be checked in the format DD.MM.YYYY HH:MM

Data field name (starting time): A data field in the workflow item Reference object e.g. to a ticket or CI that runs through the workflow. running through the plug-in, from which the beginning of a time span is to be read out.

Data field name (ending time): A data field in the workflow item running through the plug-in, from which the ending of a time span is to be read out.

User: The user the free/busy check is to be performed for is to be specified here.

Send Knowledge Base message

Old icon:

This plug-in sends a Knowledge Base message using the specified scheme.

It can be enabled and disabled (red cross).

Configuration

Messaging scheme: The specific messaging schema for sending the message is to be selected here.

Language: The language to be used for sending the message.

Send message

Old icon:

This plug-in is used whenever a ticket message is to be sent. For this purpose, the messaging schema has to be specified.

In general, the plug-in is used whenever a message is to be sent that cannot be classified as one of the following special cases: task message, KB message, early warning message.

Configuration

Group: The messaging schema group is to be selected here.

Schema: The specific messaging schema for sending the message is to be selected here.

Default language: The language to be used for sending the message whenever no distinct language can be identified.

Language: The language to be used for sending the message. The following options are available here:

Dynamic, based on recipient: The respective message is sent due to the language settings of the user.
Expression: An expression for determining the language can be specified. For this purpose, the expression has to return a two-digit language code (e.g. de or en).
Dispatching rule: A dispatching rule used for determining the language can be specified.

Send notifications

Old icon:

This plug-in sends a notification to the given recipients with the given template.

Configuration

Group: The message routing group must be selected here.

Template: Here the specific message template for the transmission is selected.

Language: Language in which the message is to be sent. The following options exist:

Dynamically based on recipient: Depending on which language setting is stored with a user, the corresponding message is sent.
Language1: A language that exists in the system is displayed (for example, English).
Language2: A language that exists in the system is displayed (for example, German).

Notification type: The message type can be selected:

Hint
No pop up
Once pop up
Recurring pop up (confirmation by user/group)
Persistent pop up (confirmation by plug-in)

Recipients (User/Group): ObjectGUID, data ID or login name of recipient principals Includes as a generic term the persons or groups concerned. (group or user). Separate multiple recipients by ";". Expressions are possible.

Confirmation (User/Group): ObjectGUID, data ID or login name of principal (group or user) who shall confirm this push notification. Expressions are possible.

Data field to store the notification id: Enter the data field, in which the ID of the notification shall be stored. Use this data field in the Confirmation plug-in, to confirm this message for all recipients.

Send principal message

Old icon:

This plug-in sends a principal message using the specified scheme.

It can be enabled and disabled (red cross).

Configuration

Messaging scheme: The specific messaging schema for sending the message is to be selected here.

Language: The language to be used for sending the message.