Action types

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When you create an action record, you specify the action type to help determine what kind of action to take when the action is encountered in a process.

An action can be one of the following types:

Application Action
Used to specify that an application action be initiated. For this type of action, there must be values in the Object and Value fields. When creating an Application Action, you can specify one of the following actions if it is available for the specified object:
  • APPLYSLA — Apply the specified service level agreement.
  • Create Change — Create a change work order.
  • Create Incident — Create an incident ticket.
  • Create Problem — Create a problem ticket.
  • Create Release — Create a release work order.
  • Create SR — Create a service request ticket.
  • Create WO — Create a work order.
  • APPLYPS — Apply a Customer agreement
  • APPLYRP — Apply a Response Plan
  • WFACCEPT — Workflow auto-accept. Accepts the record and routes it to the positive path in the workflow process.
  • WFESCALATE — Escalate the record in the workflow process and reassigns the assignment to its escalation role.
  • WFINITIATE — Initiate a workflow process. This option requires a value in the Parameter/Attribute field.
  • WFREJECT — Workflow auto-reject. Rejects the record and routes it to the negative path in the workflow process.
Change Status
Used to specify that the status of a record will change. There must be a value in the Object field and a status in the Value field for this type of action.
Custom Class
Used to specify that a custom class file should run. There must be a value in the Object field and the name and path of a class file in the Value field for this type of action.
Command Line Executable
Used to specify that a program on the server should run. For this type of action, the name of a program file must be in the Value field.
Action Group
Used to specify that the system should run the sequence of actions that you specify in the Members table window.
Set Value
Used to specify that the system should set the value of a specified field. For this type of action, values are required in the Object, Value, and Parameter/Attribute fields.