Object Class Ticket (FSCTICKETING@111.100:ServiceTicket)

Object Class Hierarchy

COOSYSTEM@1.1:Object > COOSYSTEM@1.1:BasicObject > FSCSERVICEDESK@111.100:SupportRequest > FSCTICKETING@111.100:ServiceTicket

The service ticket enables support and customer to communicate

Additional Information

Private: true
Default Background Menu: COODESK@1.1:MenuRootWinContext
Compound: false
Action for Moving Objects: COODESK@1.1:DragIntoMove
Abstract: false
ACL Object: COOSYSTEM@1.1:DefaultGlobalACL
Default Task Pane: FSCTICKETING@111.100:TaskPaneServiceTicket
Symbol: COODESK@1.1:SymbolTicket
Commonly usable: true
Default Context Menu: FSCTICKETING@111.100:CtxMenuServiceTicket
Base Class: FSCSERVICEDESK@111.100:SupportRequest
Action for Linking Objects: COODESK@1.1:DragIntoLink
Licensing Apps: FSCTICKETING@111.100:AppFSCTICKETING
Display Mode: DISP_LINES
Action for Copying Objects: COODESK@1.1:DragIntoCopy
Default Main Menu: COODESK@1.1:MenuRootFolder

Properties

ReferenceName
FSCTICKETING@111.100:stagreementService Agreement
FSCTICKETING@111.100:stcategoriesTicket Categories
FSCTICKETING@111.100:stchargingpointsCharged Points
FSCTICKETING@111.100:stcomponentAffected Component
FSCTICKETING@111.100:stcustomerCustomer
FSCTICKETING@111.100:stheadsuplinkLink for answer
FSCTICKETING@111.100:sthotfixesHotfixes
FSCTICKETING@111.100:stidTicket ID
FSCTICKETING@111.100:stinfrastructureUsed Infrastructure
FSCTICKETING@111.100:stlastchangeinternalResponse for Ticket Pending Since
FSCTICKETING@111.100:stnumeratorTicket ID (Numerator)
FSCTICKETING@111.100:stpriorityPriority
FSCTICKETING@111.100:stproductchangesProduct Changes
FSCTICKETING@111.100:stsentcustomerwaittimeescalationsSent Escalations to Customer
FSCTICKETING@111.100:stticketsandproductchangesReferenced Tickets and Product Changes
FSCTICKETING@111.100:sttypeType

Actions

ReferenceName
COOSYSTEM@1.1:ObjectDelete
COOWASTEBASKET@1.1:DeleteObject
COOWF@1.1:DisplayActionsInWorkflowTaskPane
FSCFOLIOCLOUD@1.1001:ObjectPrepareCommitPreWrapper
FSCSERVICEDESK@111.100:AddHistory
FSCSERVICEDESK@111.100:AttrSRCustomerEMailGet
FSCSERVICEDESK@111.100:AttrSRCustomerNameGet
FSCSERVICEDESK@111.100:AttrSRCustomerSet
FSCSERVICEDESK@111.100:AttrSRStateSet
FSCSERVICEDESK@111.100:AttrSRStoriesAndDefectsFilter
FSCSERVICEDESK@111.100:CalculateSRIntroducedAt
FSCSERVICEDESK@111.100:CalculateSRRespGroup
FSCSERVICEDESK@111.100:CheckExternalSupportEngineer
FSCSERVICEDESK@111.100:CheckRequestAccess
FSCSERVICEDESK@111.100:CreatePrescription
FSCSERVICEDESK@111.100:DisableAccessForCustomer
FSCSERVICEDESK@111.100:EnableAccessForCustomer
FSCSERVICEDESK@111.100:EnsureCustomerObject
FSCSERVICEDESK@111.100:GetAttendance
FSCSERVICEDESK@111.100:GetDefaultActivityDefinitions
FSCSERVICEDESK@111.100:GetFirstReactionTimeSpan
FSCSERVICEDESK@111.100:GetMenuAddRemarkHook
FSCSERVICEDESK@111.100:GetMenuCreateStoryHook
FSCSERVICEDESK@111.100:GetMenuSetSRResponsibleUserHook
FSCSERVICEDESK@111.100:GetQualifiedReaction
FSCSERVICEDESK@111.100:GetQualifiedReactionTimeSpan
FSCSERVICEDESK@111.100:GetSubjectEscalationFirstReaction
FSCSERVICEDESK@111.100:GetSubjectEscalationQualifiedReaction
FSCSERVICEDESK@111.100:GetSubjectNotification
FSCSERVICEDESK@111.100:RemoveDeadlineEscalateFirstReaction
FSCSERVICEDESK@111.100:RemoveDeadlineEscalateQualifiedReaction
FSCSERVICEDESK@111.100:RemoveDeadlines
FSCSERVICEDESK@111.100:SendEscalationFirstReaction
FSCSERVICEDESK@111.100:SendEscalationQualifiedReaction
FSCSERVICEDESK@111.100:SendNotification
FSCSERVICEDESK@111.100:SetSRCustomerEdition
FSCSERVICEDESK@111.100:ShouldCheckIfInternalSupportEngineer
FSCSERVICEDESK@111.100:ShouldUpdateResponsetimes
FSCSERVICEDESK@111.100:ShowJustResponsibleUser
FSCSERVICEDESK@111.100:StoreInTeamroom
FSCSERVICEDESK@111.100:UpdateDeadlineEscalateFirstReaction
FSCSERVICEDESK@111.100:UpdateDeadlineEscalateQualifiedReaction
FSCSERVICEDESK@111.100:UpdateDeadlines
FSCSERVICEDESK@111.100:UpdateFirstReactionUntil
FSCSERVICEDESK@111.100:UpdateQualifiedReactionUntil
FSCTEAMROOM@1.1001:DeleteTeamRoomObject
FSCTICKETING@111.100:AttrSTAgreementSet
FSCTICKETING@111.100:AttrStCustomerSet
FSCTICKETING@111.100:AttrStPrioritySet
FSCTICKETING@111.100:AttrTicketsAndProducChangesSet
FSCTICKETING@111.100:CalculateStChargingPoints
FSCTICKETING@111.100:CheckAvailableChargingPoints
FSCTICKETING@111.100:CheckEscalationCustomerWaitTime
FSCTICKETING@111.100:CheckEscalationSupportWaitTime
FSCTICKETING@111.100:CheckServiceTicketFormVisibility
FSCTICKETING@111.100:CloseServiceTicket
FSCTICKETING@111.100:ConfirmClosedTicket
FSCTICKETING@111.100:ConfirmReopening
FSCTICKETING@111.100:ConfirmTicketReopening
FSCTICKETING@111.100:CreateProductChangeApp
FSCTICKETING@111.100:DeclineReopening
FSCTICKETING@111.100:DeclineTicketReopening
FSCTICKETING@111.100:GetSubjectEscalationCustomerWaitTime
FSCTICKETING@111.100:GetSubjectEscalationSupportWaitTime
FSCTICKETING@111.100:OpenPropertiesReadOnly
FSCTICKETING@111.100:ReopenServiceTicket
FSCTICKETING@111.100:ReplyApp
FSCTICKETING@111.100:RequestReopeningServiceTicket
FSCTICKETING@111.100:SendEscalationCustomerWaitTime
FSCTICKETING@111.100:SendEscalationSupportWaitTime
FSCTICKETING@111.100:SendTestNotificationEMails
FSCTICKETING@111.100:SetStAgreement
FSCTICKETING@111.100:SetStId
FSCTICKETING@111.100:UpdateBaseDate
FSCTICKETING@111.100:UpdateDeadlineEscalateCustomerWaitTime
FSCTICKETING@111.100:UpdateDeadlineEscalateSupportWaitTime
FSCTICKETING@111.100:UpdateStChargingPoints

Properties

FSCTICKETING@111.100:stagreement (Service Agreement)

Additional Information

Private: true
Changeable in Installed Component: true
Action Called Before Property Is Saved: FSCTICKETING@111.100:AttrSTAgreementSet
Property for Back Link: FSCTICKETING@111.100:satickets
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Type: COOSYSTEM@1.1:OBJECT
Possible Object Class: FSCTICKETING@111.100:ServiceAgreement
Search for Allowed Classes Only: true
Changeable: true
Must Be Defined: true
Visible: true


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FSCTICKETING@111.100:stcategories (Ticket Categories)

Additional Information

Private: true
Changeable in Installed Component: true
Multiple Values (Overrides Type): true
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Type: COOSYSTEM@1.1:OBJECTLISTUNIQ
Possible Object Class: FSCTERM@1.1001:Term
Search for Allowed Classes Only: true
Changeable: true
Must Be Defined: false
Visible: true


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FSCTICKETING@111.100:stchargingpoints (Charged Points)

Additional Information

Private: true
Changeable in Installed Component: true
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Type: COOSYSTEM@1.1:INTEGER
Maximum Length: 10
Changeable: true
Must Be Defined: false
Sign: true
Visible: true


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FSCTICKETING@111.100:stcomponent (Affected Component)

Additional Information

Private: true
Changeable in Installed Component: true
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Type: COOSYSTEM@1.1:OBJECT
Possible Object Class: FSCTERM@1.1001:Term
Search for Allowed Classes Only: true
Changeable: true
Must Be Defined: false
Visible: true


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FSCTICKETING@111.100:stcustomer (Customer)

Additional Information

Private: true
Changeable in Installed Component: true
Action Called Before Property Is Saved: FSCTICKETING@111.100:AttrStCustomerSet
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Type: COOSYSTEM@1.1:OBJECT
Possible Object Class: COOSYSTEM@1.1:User
Search for Allowed Classes Only: true
Changeable: true
Must Be Defined: false
Always Compute Filter Expression: true
Visible: true


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FSCTICKETING@111.100:stheadsuplink (Link for answer)

Additional Information

Type: COOSYSTEM@1.1:STRING
Changeable: true
Visible: true
Must Be Defined: false
Maximum Length: 254
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Private: true
Changeable in Installed Component: true


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FSCTICKETING@111.100:sthotfixes (Hotfixes)

Additional Information

Access Types for Reading Property: COOSYSTEM@1.1:AccTypeChangeSec
Private: true
Changeable in Installed Component: true
Property for Back Link: FSCTICKETING@111.100:hxservicetickets
Multiple Values (Overrides Type): true
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Type: COOSYSTEM@1.1:OBJECTLISTUNIQ
Possible Object Class: FSCTICKETING@111.100:Hotfix
Search for Allowed Classes Only: true
Access Types for Changing Property: COOSYSTEM@1.1:AccTypeChangeSec
Changeable: true
Must Be Defined: false
Visible: true


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FSCTICKETING@111.100:stid (Ticket ID)

Additional Information

Private: true
Changeable in Installed Component: true
Changeable in User Interface: false
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Type: COOSYSTEM@1.1:STRING
Maximum Length: 254
Changeable: true
Must Be Defined: false
Visible: true


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FSCTICKETING@111.100:stinfrastructure (Used Infrastructure)

Additional Information

Private: true
Changeable in Installed Component: true
Action Called Before Property Is Saved: COOSYSTEM@1.1:AttrValueExprSet
Changeable in User Interface: false
Multiple Values (Overrides Type): true
Type: COOSYSTEM@1.1:OBJECTLIST
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Volatile: true
Possible Object Class: COOSYSTEM@1.1:ContentObject
Action Called After Property Is Read: COOSYSTEM@1.1:AttrValueExprGet
Search for Allowed Classes Only: true
Action Called After Property of Version Is Read: COOSYSTEM@1.1:AttrValueExprGetVersion
Changeable: true
Must Be Defined: false
Visible: true


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FSCTICKETING@111.100:stlastchangeinternal (Response for Ticket Pending Since)

Must not be changed implicitly according to CLOUD05204

Additional Information

Private: true
Changeable in Installed Component: true
Changeable in User Interface: false
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Type: COOSYSTEM@1.1:DATETIME
Disable Conversion: false
Changeable: true
Must Be Defined: false
Use Date Only: false
Visible: true


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FSCTICKETING@111.100:stnumerator (Ticket ID (Numerator))

Additional Information

Private: true
Number of Addresses to Reserve: 1
Changeable in Installed Component: true
Timeout: 5
Changeable in User Interface: false
Type: COOSYSTEM@1.1:INTEGER
ACL Object: NUMERATOR@1.1001:NumACL
Maximum Length: 10
Changeable: true
Action to Copy Property From Object: COOSYSTEM@1.1:NoOperation
Must Be Defined: false
Global: false
Reserve Addresses: false
Sign: true
Visible: true


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FSCTICKETING@111.100:stpriority (Priority)

Additional Information

Type: FSCTICKETING@111.100:Priority
Changeable: true
Visible: true
Must Be Defined: false
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Private: true
Action Called Before Property Is Saved: FSCTICKETING@111.100:AttrStPrioritySet
Changeable in Installed Component: true


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FSCTICKETING@111.100:stproductchanges (Product Changes)

Additional Information

Private: true
Access Types for Reading Property: COOSYSTEM@1.1:AccTypeReadComp
Changeable in Installed Component: true
Property for Back Link: FSCTICKETING@111.100:pcticket
Describes Child Relationship: true
Multiple Values (Overrides Type): true
Type: COOSYSTEM@1.1:OBJECTLISTUNIQ
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Possible Object Class: FSCTICKETING@111.100:ProductChange
Search for Allowed Classes Only: true
Access Types for Changing Property: COOSYSTEM@1.1:AccTypeChangeSec
Changeable: true
Action to Copy Property From Object: COOSYSTEM@1.1:NoOperation
Must Be Defined: false
Visible: true
Action Called Before Property of Version Is Saved: COOSYSTEM@1.1:AttrChildrenFixManualVersion


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FSCTICKETING@111.100:stsentcustomerwaittimeescalations (Sent Escalations to Customer)

Additional Information

Private: true
Changeable in Installed Component: true
Initialization Value: 0
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Type: COOSYSTEM@1.1:INTEGER
Maximum Length: 10
Changeable: true
Must Be Defined: false
Sign: true
Visible: true


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FSCTICKETING@111.100:stticketsandproductchanges (Referenced Tickets and Product Changes)

Additional Information

Private: true
Changeable in Installed Component: true
Action Called Before Property Is Saved: FSCTICKETING@111.100:AttrTicketsAndProducChangesSet
Multiple Values (Overrides Type): true
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Type: COOSYSTEM@1.1:OBJECTLISTUNIQ
Possible Object Class: COOSYSTEM@1.1:Object
Search for Allowed Classes Only: true
Changeable: true
Must Be Defined: false
Visible: true


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FSCTICKETING@111.100:sttype (Type)

Additional Information

Type: FSCTICKETING@111.100:TicketType
Changeable: true
Visible: true
Must Be Defined: false
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Private: true
Changeable in Installed Component: true


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Actions

COOSYSTEM@1.1:ObjectDelete

This action is called on an object to destroy it completely.

Additional Information

Access Types: COOSYSTEM@1.1:AccTypeDelete
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL
Action to Get Audit Value: COOSYSTEM@1.1:GetObjectDeleteAuditValue


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COOWASTEBASKET@1.1:DeleteObject

This action is called to delete the object (i.e. to move it to the waste basket)
ParameterTypeIn/OutOptionalDescription
handleCOOSYSTEM@1.1:INTEGERintrue the handle
indexCOOSYSTEM@1.1:INTEGERintrue the index
ownerCOOSYSTEM@1.1:OBJECTintrue the owner
aclCOOSYSTEM@1.1:OBJECTintrue the acl to be used
viewCOOSYSTEM@1.1:OBJECTintrue the view within the container from which the object should be removed
sourceCOOSYSTEM@1.1:OBJECTintrue the container from which the object should be removed

Additional Information

Prototype: COODESK@1.1:MenuActionPrototype
Access Types: COOSYSTEM@1.1:AccTypeDelete
ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL


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COOWF@1.1:DisplayActionsInWorkflowTaskPane

This action is defined as hook action to display the context menu actions in the task pane of an activity instance
ParameterTypeIn/OutOptionalDescription
displayactionsCOOSYSTEM@1.1:BOOLEANoutfalse the context menu actions should be diplayed

Additional Information

ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL


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FSCFOLIOCLOUD@1.1001:ObjectPrepareCommitPreWrapper

ParameterTypeIn/OutOptionalDescription
internalchangeCOOSYSTEM@1.1:BOOLEANin/outfalse

Additional Information

ACL Object: COOSYSTEM@1.1:DefaultDeveloperACL


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FSCSERVICEDESK@111.100:AddHistory

Add one line into support request history
ParameterTypeIn/OutOptionalDescription
historystatenewFSCSERVICEDESK@111.100:SupportRequestStateinfalse the new state of the support request
historystateoldFSCSERVICEDESK@111.100:SupportRequestStateintrue the previous state of the support request
userCOOSYSTEM@1.1:OBJECTinfalse user that modified the support request
historydatetimeCOOSYSTEM@1.1:DATETIMEinfalse stores the datetime of the entry
commentCOOSYSTEM@1.1:STRINGintrue the comment for the entry

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCSERVICEDESK@111.100:AttrSRCustomerEMailGet

Return the user e-mail address if not already specified.

Additional Information

Prototype: COOSYSTEM@1.1:AttrGetPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:AttrSRCustomerNameGet

Return the user name if not already specified.

Additional Information

Prototype: COOSYSTEM@1.1:AttrGetPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:AttrSRCustomerSet

Change customer

Additional Information

Prototype: COOSYSTEM@1.1:AttrSetPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:AttrSRStateSet

Log history events on state change and change icon

Additional Information

Prototype: COOSYSTEM@1.1:AttrSetPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:AttrSRStoriesAndDefectsFilter

Additional Information

Prototype: COOSYSTEM@1.1:AttrUIFilterPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:CalculateSRIntroducedAt

Calculate the time, when the ticket has been introduced (= time, when ticket for the first time changes state to IN_PROGRESS)
ParameterTypeIn/OutOptionalDescription
introducedatCOOSYSTEM@1.1:DATETIMEoutfalse

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:CalculateSRRespGroup

Calculate resp group
ParameterTypeIn/OutOptionalDescription
respgroupCOOSYSTEM@1.1:OBJECToutfalse

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:CheckExternalSupportEngineer

Check if current user is a cloud developer / broker
ParameterTypeIn/OutOptionalDescription
isauthorizedCOOSYSTEM@1.1:BOOLEANoutfalse true if the current user is a cloud developer / broker

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCSERVICEDESK@111.100:CheckRequestAccess

Check if current user is authorized for viewing advanced properties
ParameterTypeIn/OutOptionalDescription
isauthorizedCOOSYSTEM@1.1:BOOLEANoutfalse true if the current user is authorized for viewing advanced properties

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCSERVICEDESK@111.100:CreatePrescription

Create prescription for support request
ParameterTypeIn/OutOptionalDescription
actdefCOOSYSTEM@1.1:OBJECTinfalse the activity definition

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:DisableAccessForCustomer

Disable access to support request for a customer (includes removing support request from customer Teamroom).
ParameterTypeIn/OutOptionalDescription
customerCOOSYSTEM@1.1:OBJECTintrue the customer (default: customer stored in object)

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:EnableAccessForCustomer

Enable access to support request for a customer (includes storing support request in customer Teamroom).
ParameterTypeIn/OutOptionalDescription
customerCOOSYSTEM@1.1:OBJECTintrue the customer (default: customer stored in object)

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:EnsureCustomerObject

Ensures, that a customer object is available.

If no customer object exists, the customer is searched by e-mail.

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetAttendance

Returns the attendance definition configured for the support group
ParameterTypeIn/OutOptionalDescription
attendanceCOOSYSTEM@1.1:OBJECToutfalse the attendance definition

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetDefaultActivityDefinitions

Gets the activity definitions in SERVICEDESK/TICKETING. This action is intended to be able to distinguish between "own" activities and activities from other software components.
ParameterTypeIn/OutOptionalDescription
resultCOOSYSTEM@1.1:OBJECTLISToutfalse the result

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetFirstReactionTimeSpan

Calculate first reaction timespan
ParameterTypeIn/OutOptionalDescription
attendanceCOOSYSTEM@1.1:OBJECTinfalse the attendance that defines the timespan
firstreactiontimespanCOOSYSTEM@1.1:INTEGERoutfalse the first reaction timespan

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetMenuAddRemarkHook

ParameterTypeIn/OutOptionalDescription
isvisibleCOOSYSTEM@1.1:BOOLEANoutfalse

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetMenuCreateStoryHook

ParameterTypeIn/OutOptionalDescription
showmenuCOOSYSTEM@1.1:BOOLEANoutfalse

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetMenuSetSRResponsibleUserHook

ParameterTypeIn/OutOptionalDescription
showmenuCOOSYSTEM@1.1:BOOLEANoutfalse

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetQualifiedReaction

ParameterTypeIn/OutOptionalDescription
initializeCOOSYSTEM@1.1:BOOLEANinfalse
qualifiedreactionatCOOSYSTEM@1.1:DATETIMEoutfalse

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetQualifiedReactionTimeSpan

Calculate qualified reaction timespan
ParameterTypeIn/OutOptionalDescription
attendanceCOOSYSTEM@1.1:OBJECTinfalse the attendance that defines the timespan
qualifiedreactiontimespanCOOSYSTEM@1.1:INTEGERoutfalse the qualified reaction timespan

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetSubjectEscalationFirstReaction

Get subject for escalation email
ParameterTypeIn/OutOptionalDescription
languageCOOSYSTEM@1.1:OBJECTinfalse
subjectCOOSYSTEM@1.1:STRINGoutfalse the result

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetSubjectEscalationQualifiedReaction

Get subject for escalation email
ParameterTypeIn/OutOptionalDescription
languageCOOSYSTEM@1.1:OBJECTinfalse
subjectCOOSYSTEM@1.1:STRINGoutfalse the result

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:GetSubjectNotification

Get subject for notification email
ParameterTypeIn/OutOptionalDescription
languageCOOSYSTEM@1.1:OBJECTinfalse
subjectCOOSYSTEM@1.1:STRINGoutfalse the result

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:RemoveDeadlineEscalateFirstReaction

Remove deadline escalate first reaction

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:RemoveDeadlineEscalateQualifiedReaction

Remove deadline escalate qualified reaction

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:RemoveDeadlines

Remove all deadlines

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:SendEscalationFirstReaction

Send first reaction escalation mails to support users
ParameterTypeIn/OutOptionalDescription
highpriorityCOOSYSTEM@1.1:BOOLEANinfalse true if high priority

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCSERVICEDESK@111.100:SendEscalationQualifiedReaction

Send qualified reaction escalation mails to support users
ParameterTypeIn/OutOptionalDescription
highpriorityCOOSYSTEM@1.1:BOOLEANinfalse true if high priority

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCSERVICEDESK@111.100:SendNotification

Send notification to customer that state of support request has changed
ParameterTypeIn/OutOptionalDescription
attachmentsCOOSYSTEM@1.1:CONTENTLISTintrue

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCSERVICEDESK@111.100:SetSRCustomerEdition

Determine customer edition and stores it in object. Requires a valid customer object.
Stored edition is only refreshed,
- the edition of the customer is evaluated from the primary organization or the primar external organization of the user
ParameterTypeIn/OutOptionalDescription
enforceCOOSYSTEM@1.1:BOOLEANintrue the update of the customer edition is enforced

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:ShouldCheckIfInternalSupportEngineer

ParameterTypeIn/OutOptionalDescription
checkCOOSYSTEM@1.1:BOOLEANoutfalse

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:ShouldUpdateResponsetimes

ParameterTypeIn/OutOptionalDescription
valueCOOSYSTEM@1.1:DATETIMEinfalse
oldvalueCOOSYSTEM@1.1:DATETIMEinfalse
shouldupdateCOOSYSTEM@1.1:BOOLEANoutfalse

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:ShowJustResponsibleUser

ParameterTypeIn/OutOptionalDescription
justrespuserCOOSYSTEM@1.1:BOOLEANoutfalse

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:StoreInTeamroom

Store support request in customer Teamroom
ParameterTypeIn/OutOptionalDescription
customerCOOSYSTEM@1.1:OBJECTintrue the customer
trCOOSYSTEM@1.1:OBJECToutfalse the Teamroom, in which the support request was stored

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:UpdateDeadlineEscalateFirstReaction

Updates the deadline for the first reaction
ParameterTypeIn/OutOptionalDescription
deadlineCOOSYSTEM@1.1:OBJECTintrue
remindertimespanCOOSYSTEM@1.1:INTEGERintrue

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCSERVICEDESK@111.100:UpdateDeadlineEscalateQualifiedReaction

Updates the deadline for the qualified reaction
ParameterTypeIn/OutOptionalDescription
deadlineCOOSYSTEM@1.1:OBJECTintrue
remindertimespanCOOSYSTEM@1.1:INTEGERintrue

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCSERVICEDESK@111.100:UpdateDeadlines

Updates all deadlines

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCSERVICEDESK@111.100:UpdateFirstReactionUntil

Update first reaction until

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCSERVICEDESK@111.100:UpdateQualifiedReactionUntil

Update qualified reaction until

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTEAMROOM@1.1001:DeleteTeamRoomObject

ParameterTypeIn/OutOptionalDescription
handleCOOSYSTEM@1.1:INTEGERintrue
indexCOOSYSTEM@1.1:INTEGERintrue
newownerCOOSYSTEM@1.1:OBJECTintrue
newaclobjCOOSYSTEM@1.1:OBJECTintrue
viewCOOSYSTEM@1.1:OBJECTin/outtrue
sourceCOOSYSTEM@1.1:OBJECTin/outtrue

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:AttrSTAgreementSet

Additional Information

Prototype: COOSYSTEM@1.1:AttrSetPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:AttrStCustomerSet

Refresh customer name and e-mail, when customer is set. This is used to set the customer e-mail, when the customer creates the ticket!

Additional Information

Prototype: COOSYSTEM@1.1:AttrSetPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:AttrStPrioritySet

When setting the priority of a service ticket

Additional Information

Prototype: COOSYSTEM@1.1:AttrSetPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:AttrTicketsAndProducChangesSet

Backlink tickets and product changes

Additional Information

Prototype: COOSYSTEM@1.1:AttrSetPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:CalculateStChargingPoints

Calculate the ticketing charging points of the ticket
ParameterTypeIn/OutOptionalDescription
chargingpointsCOOSYSTEM@1.1:INTEGERoutfalse the result

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:CheckAvailableChargingPoints

Check, if the service agreement contingent of ticketing points is sufficient for the ticket. This action is for example called at ticket generation time. A error is raised, if the check fails.

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:CheckEscalationCustomerWaitTime

Check if customer escalation has to be sent
ParameterTypeIn/OutOptionalDescription
sendescalationCOOSYSTEM@1.1:INTEGERoutfalse the send escalation value
highpriorityCOOSYSTEM@1.1:BOOLEANoutfalse true if high priority

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:CheckEscalationSupportWaitTime

Check if support wait time escalation should be sent
ParameterTypeIn/OutOptionalDescription
sendescalationCOOSYSTEM@1.1:BOOLEANoutfalse the sendescalation
highpriorityCOOSYSTEM@1.1:BOOLEANoutfalse true if high priority

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:CheckServiceTicketFormVisibility

Check if the user should see the engineering form for service tickets

Additional Information

Prototype: COOSYSTEM@1.1:ConditionActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:CloseServiceTicket

Menu to close ticket

Additional Information

Symbol: COODESK@1.1:SymbolStateReleasedBlue
Prototype: COODESK@1.1:MenuActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:ConfirmClosedTicket

Marks the ticket as viewed

Additional Information

Symbol: COODESK@1.1:SymbolAccept
Prototype: COODESK@1.1:MenuActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:ConfirmReopening

Workflow action to confirm a reopening request of a customer

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:ConfirmTicketReopening

Confirms the reopening request of the ticket

Additional Information

Symbol: COODESK@1.1:SymbolOK
Prototype: COODESK@1.1:MenuActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:CreateProductChangeApp

Create a product change

Additional Information

Symbol: COODESK@1.1:SymbolEditContent
Prototype: COODESK@1.1:MenuActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:DeclineReopening

Workflow action to decline a reopening request of a customer

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:DeclineTicketReopening

Declines the reopening request of the ticket

Additional Information

Symbol: COODESK@1.1:SymbolDecline
Prototype: COODESK@1.1:MenuActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:GetSubjectEscalationCustomerWaitTime

Get subject for escalation email
ParameterTypeIn/OutOptionalDescription
languageCOOSYSTEM@1.1:OBJECTinfalse
subjectCOOSYSTEM@1.1:STRINGoutfalse the result

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:GetSubjectEscalationSupportWaitTime

Get subject for escalation email
ParameterTypeIn/OutOptionalDescription
languageCOOSYSTEM@1.1:OBJECTinfalse
subjectCOOSYSTEM@1.1:STRINGoutfalse the result

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:OpenPropertiesReadOnly

Usecase to open the properties

Additional Information

Symbol: COODESK@1.1:SymbolProperties
Prototype: COODESK@1.1:MenuActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:ReopenServiceTicket

Menu to reopen ticket

Additional Information

Symbol: COODESK@1.1:SymbolStateReopened
Prototype: COODESK@1.1:MenuActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:ReplyApp

Menu to reply to a service ticket

Additional Information

Symbol: COODESK@1.1:SymbolSpeechBubbleNew
Prototype: COODESK@1.1:MenuActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:RequestReopeningServiceTicket

Menu to request a reopening of a ticket

Additional Information

Symbol: COODESK@1.1:SymbolStateReopened
Prototype: COODESK@1.1:MenuActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:SendEscalationCustomerWaitTime

Send notification to customer that an answer is outstanding since more than 1 week
ParameterTypeIn/OutOptionalDescription
highpriorityCOOSYSTEM@1.1:BOOLEANinfalse true if high priority

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:SendEscalationSupportWaitTime

Send notification to support engineer that an answer is outstanding since more than 1 week
ParameterTypeIn/OutOptionalDescription
highpriorityCOOSYSTEM@1.1:BOOLEANinfalse true if high priority

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:SendTestNotificationEMails

Send test notification emails: - State Changed Notification - Escalation First Reaction Notification - Escalation Qualified Reaction Notification - Escalation Support Wait Time Notification - Escalation Customer Wait Time Notification

Additional Information

Symbol: COODESK@1.1:SymbolMail
Prototype: COODESK@1.1:MenuActionPrototype
ACL Object: COOWF@1.1:WorkFlowActionACL


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FSCTICKETING@111.100:SetStAgreement

Set the agreement of the ticket, which is stored in the teamroom of the ticket
ParameterTypeIn/OutOptionalDescription
trCOOSYSTEM@1.1:OBJECTintrue the containing teamroom, objteamroom is used as default

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:SetStId

Calculate and set the id of the ticket

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:UpdateBaseDate

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:UpdateDeadlineEscalateCustomerWaitTime

Updates the deadline for the customer wait time

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:UpdateDeadlineEscalateSupportWaitTime

Updates the deadline for the support wait time

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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FSCTICKETING@111.100:UpdateStChargingPoints

Update the ticketing charging points of a ticket

Additional Information

ACL Object: COOWF@1.1:WorkFlowActionACL
Private: true


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