Events Quick Reference

New Inquiry Received : triggered when the Service Desk Email account receives a new email and an Inquiry is created.

New ServiceDesk Item Created : triggered when a new Service Desk Item is created.  All SD Types create to trigger this event in addition to the more specific events.

New Service Order Created : triggered when a new Service Order is created.

New Estimate Created : triggered when a new Estimate is created.

New Service Request Created : triggered when a new Service Request is created.

New Incident Created : triggered when a new Incident is created.

New Incident Request Created : triggered when a new Incident Request is created.

New Project Created : triggered when a new Project is created.

New Problem Created : triggered when a new Problem is created.

New QuickTick Created : triggered when a new QuickTick is created.

ServiceDesk Item Assigned : triggered when a Service Rep (CSR) is assigned to or changed on a Service Desk Item.

ServiceDesk Item Status Changed : triggered when the Status of a Service Desk Item is changed.

ServiceDesk Item Completed : triggered when a Service Desk Item is completed.

ServiceDesk Item Viewed : triggered when a Service Desk Item is opened by a User.

ServiceDesk Item Updated : triggered when a Service Desk Item is updated.

ServiceDesk Item Remarks Added : triggered when a Remark is added to a Service Desk Item.

ServiceDesk Order Action Added : triggered when an Action is added to a Service Order.

ServiceDesk Order Action Updated : triggered when an Action on a Service Order is updated.

ServiceDesk Action Status Changed : triggered when a Service Desk Action has its Status updated.

ServiceDesk Order Action Removed : triggered when a Service Desk Action is removed.

ServiceDesk Action Cisco Provision : triggered when a Service Desk Action requested a new provisioning from the Cisco Call Manager. This Event is only setup if the Cisco Interface Module has been purchased.

Service Desk Workflow Added : triggered when a Workflow is added to a Service Desk Item.

Service Desk Workflow Deleted : triggered when a Workflow is removed from a Service Desk Item.

Service Desk Workflow Assigned : triggered when the Worker assigned to a Workflow changes - this Event provides data related to the new Worker, for example to notify the Worker they have been assigned.

Service Desk Workflow Unassigned : triggered when the Worker assigned to a Workflow changes - this Event provides data related to the previous Worker, for example to notify the Worker they are no longer assigned.

Service Desk Workflow Updated : triggered when a Workflow is updated, even if the only 'change' what to re-save the Workflow. This will NOT trigger when a new Workflow is created.

Service Desk Workflow Not Assigned : triggered when a new Workflow has been created, and is not assigned to a Worker.

Service Desk Workflow Status Changed : triggered when a Workflow's Status has changed - this Event contains data related to the previous and new Statuses.

Service Desk Workflow Start Date : triggered when a Start Date is first set for a Workflow.

Service Desk Workflow Void : triggered when a Workflow on a Service Desk Item is Voided.

Service Desk Workflow Update Request : triggered from the Service Desk Workflow tab "Request Update" button.  Used to request an update from the Worker attached to the specified Workflow.

Service Desk Equipment Added : triggered when a piece of Equipment is added to a Service Desk Item.

Service Desk Equipment Updated : triggered when a piece of Equipment is updated on a Service Desk Item.

Service Desk Equipment Deleted : triggered when a piece of Equipment is removed from a Service Desk Item.

Service Desk Item Converted to Incident : triggered when a Service Desk Item is converted into an Incident.

Service Desk Item Converted to Service Order : triggered when a Service Desk Item is converted into a Service Order.

Service Desk Item Converted to Project : triggered when a Service Desk Item is converted into a Project.

Service Desk Item Converted to Problem : triggered when a Service Desk Item is converted into a Problem.

Service Desk Annual Number Reset : recurring once a year to reset the Service Desk Number Configuration "Next Sequence Number" to "1". This event is created on-demand and is not default for new installations. This Event can NOT be used to set up Notifications and Escalations.

Service Desk Bulk Update Requested : triggered when a Bulk Update request is made on Service Desk Items. This Event can NOT be used to set up Notifications and Escalations.

Service Desk Log Approval : triggered from the Service Desk Activity Remarks tab "Log Approval" button.  Used to indicate that an approval has been logged for the specified item.

Service Desk Thread Received (CSR) : triggered when a Email message has been received and attached to an existing Service Desk item.  This event can be used to notify the Service Rep (CSR) that a new thread has been attached.

Service Desk Thread Received (Response) : triggered when a Email message has been received and attached to an existing Service Desk item.  This event can be used to notify the email sender that their message was received.

ServiceDesk Item Archive : triggered at scheduled intervals to automatically collect any eligible Service Desk Records to be Archived. This is a Master Lock Event.

CustomerCenter Request Submitted for Approval : triggered when a Request that requires approval is Submitted.

CustomerCenter Request Approved : triggered when a Request that requires approval is Approved.

CustomerCenter Request Denied : triggered when a Request that requires approval is Denied.

Service ID Range Generation Requested : triggered when a range of Service IDs is requested to be generated. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Phone Service Range Generation Requested : triggered when a range of Phone Services is requested to be generated. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Alias Range Generation Requested : triggered when a range of Alias is requested to be generated. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Service Bulk Update Requested : triggered when a (2024.1) Bulk Update is made on Services. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Process Aging : A built-in Event that processes Inactive Services back to Availability. The customer must opt-in to activate this Event. This is a recurring Event. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Purchase Order Created : triggered when a (2024.1) Purchase Order is created.

Purchase Order Updated : triggered when a (2024.1) Purchase Order is updated.

Purchase Order Status Open : triggered when a (2024.1) Purchase Order has it's Status updated to Open.

Purchase Order Approved : triggered when a (2024.1) Purchase Order is approved.

Return Order Created : triggered when a (2024.1) Return Order is created.

Return Order Updated : triggered when a (2024.1) Return Order is updated.

Equipment Bulk Update Requested : triggered when a Bulk Update is made on Equipment. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Warehouse Equipment Bulk Add Requested : triggered when a Bulk Add is made for Equipment. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Warehouse Equipment Bulk Transfer Requested : triggered when a Bulk Transfer is made for Equipment. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Barcode Transactions : recurrs every minute, unless it is already running to Process all pending Barcode Transactions. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations. This requires a Barcode Module License.

Payment Created : triggered when a Payment is created.

Payment Updated : triggered when a Payment is updated.

Payment Status Changed : triggered when a Payment's Status is updated.

Process Payment Batch : triggered when a Payment Batch is requested to be processed.

Payment Batch Complete : triggered when a Payment Batch completes processing.

Delete Bill : triggered when a Bill is requested to be deleted. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations. This is a Master Lock Event.

Generate Bill : triggered when a Bill is requested to be generated. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations. This is a Master Lock Event.

Approve Bill : triggered when a Bill is marked as approved. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Bill Generation Completed : triggered when a Bill completes generation. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Bill Generation Estimate Completed : triggered when a Bill Estimate is completed.  Used to cleanup the estimate data after a day. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Bill Coordinator Email : triggered from the "Email Coordinators" button on the Bills grid.  Used to email the Billing Coordinators. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Bill Specified Servicedesk Items : triggered when a Bill has completed, and Service Desk Items on the Bill need to move from Finalized to Billed. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Unbill Specified Servicedesk Items : triggered when a Bill has been deleted, and Service Desk Items on the Bill need to move from Billed to Finalized. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

GLA Replacement Requested : triggered when a GLA Replace is requested. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

Available Charges Bulk Update Requested : triggered when a Charge Catalog has been changed to update related Charges on Equipment, Services and Service Desk Items. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

GLA Created : triggered when a new GLA is created. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

GLA Updated : triggered when a GLA is updated. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

GLA Activated : triggered when a GLA is made Active. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

GLA Deactivated : triggered when a GLA is made Inactive. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.

GLA AR Account Update : triggered when a GLA for Accounts Receivable is updated. This is a recurring Event. This Event can NOT be used to set up (2024.1) Notifications and (2024.1) Escalations.