Alert response question

August 17, 2015 12:06

John Pereira

Not Yet Reviewed

couple of questions :
Are there any more response types other than "acknowledge" and "reject" and what are their uses.

can we allow users to add notes to an alert when they "acknowledge" or "reject" or any response to an alert.

Comments

13 comments

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Andrew Padilla

There are more response types as they are configurable. I guess you'd have to give more information on "response types for what".

Users can add notes to alerts they respond to. The easiest way is by using the mobile app (assuming you have xMatters On Demand). When you responded via the app, you're pompted if you want to "respond with comments". Here's a good page on it (search for "respond with comment") [https://support.xmatters.com/hc/en-us/articles/202994865-Fall-2014-Release-Overview].
You can do the same with email, but it's more manual (info towards the bottom): https://help.xmatters.com/ondemand/content/userguide/receivingalerts/respondviaemail.htm

August 17, 2015 12:59

0
Travis Depuy

John, Andrew has some good info here, but I think you guys are on premise and not on demand, so the answer will be a little different. In the on premise product, the response options are kept in the $content.choices variable that is typically populated in the initial script. As for adding notes, this is a feature we call "annotations". In the response.handler script you should see some parsing of the "rest" of a response to populate an "annotation" variable.
I hope that helps.

August 19, 2015 15:30

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John Pereira

Hi Travis, do you have an example that i can refer with..

August 20, 2015 03:38

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Travis Depuy

Not just handy, I can probably get one tomorrow or so. You can also download an integration that uses those action scripts, such as the ServiceNow 2.0 integration or the older Remedy integrations. Those are pretty "advanced" and will have a lot of examples of code usage.

August 20, 2015 20:25

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John Pereira

Travis, Any chance you got an example for me for adding notes to an alert when they acknowledge /reject..

September 02, 2015 12:02

0
John Pereira

Hi Travis, waiting for an example which i can refer to make this work..

email response with text..

September 15, 2015 03:30

0
John Pereira

also when we respond to the email with certain text, will the text be part of the alert going ahead.

September 15, 2015 03:31

0

Travis Depuy

This is from the ServiceNow 2.0 action scripts.
In the Handler > Response script, there is a section that tests if a response was received:

  ELSE-IF ( $responseEvent == "RECEIVED_RESPONSE" )
    # Build the list of valid responses, extract the response command and annotation from the 
    # reply text, then do the actual response processing.
    CALL buildUserResponseMap
    GOSUB getActionTokenAndAnnotationText
    CALL processUserResponse

The getActionTokenAndAnnotationText subroutine. Notice the $annotationText variable below.

# ===========================================
# getActionTokenAndAnnotationText
#
# Iterate over the userResponseMap and see if the start of the reply from the user corresponds 
# to any of the responses we're expecting. If we find something, extract the annotation, if found.
#
# Input: $userResponseMap, $responseTokens
# Output: $actionToken, $annotationText
# =======================================
getActionTokenAndAnnotationText:

# -------------------------- getActionTokenAndAnnotationText -----------------------------------

$actionToken = ""

# Set up to parse the user response
$responseTokens = $response.reply
$responseTokens::trim()
$responseTokens::toLowerCase()

@userResponseMap::clearIterator()
$hasNext = @userResponseMap::hasNext()

WHILE( $hasNext && ($actionToken == "") )

  @entry = @userResponseMap::getNext()

  $key = @entry::getKey()
  $key::toLowerCase()

  $value = @entry::getValue()

  $log_message = "Map entry = [" & $key & ", " & $value & "], responseTokens = [" & $responseTokens & "]"
  GOSUB logMessageNote

  $keyMatches = $responseTokens::startsWith($key)
  IF ($keyMatches)
    $matchedToken = $key
    $actionToken = $value
  ENDIF

  $hasNext = @userResponseMap::hasNext()

ENDWHILE

IF ($actionToken != "")
  # -------------------------- Found a valid action token -----------------------------------
  # Any part of the response beyond what we matched against is an annotation.
  $matchedTokenLength = $matchedToken::length()  
  $responseTokensLength = $response.reply::length()

  IF ($responseTokensLength > $matchedTokenLength)
    $annotationText = $response.reply::substring( $matchedTokenLength + 1 )
    $annotationText::trim()
  ENDIF
ENDIF

  $log_message = "actionToken = [" & $actionToken & "], annotationText = [" & $annotationText & "]"
  GOSUB logMessageNote

RETURN

September 15, 2015 22:26

Travis Depuy

Let's try that again....
This is from the ServiceNow 2.0 action scripts.
In the Handler > Response script, there is a section that tests if a response was received:

ELSE-IF ( $responseEvent == "RECEIVED_RESPONSE" )
  # Build the list of valid responses, extract the response command and annotation from the 
  # reply text, then do the actual response processing.
  CALL buildUserResponseMap
  GOSUB getActionTokenAndAnnotationText
  CALL processUserResponse

The getActionTokenAndAnnotationText subroutine. Notice the $annotationText variable below.

# ==============================================================================================
# getActionTokenAndAnnotationText
#
# Iterate over the userResponseMap and see if the start of the reply from the user corresponds 
# to any of the responses we're expecting. If we find something, extract the annotation, if found.
#
# Input: $userResponseMap, $responseTokens
# Output: $actionToken, $annotationText
# ==============================================================================================
getActionTokenAndAnnotationText:

# -------------------------- getActionTokenAndAnnotationText -----------------------------------

$actionToken = ""

# Set up to parse the user response
$responseTokens = $response.reply
$responseTokens::trim()
$responseTokens::toLowerCase()

@userResponseMap::clearIterator()
$hasNext = @userResponseMap::hasNext()

WHILE( $hasNext && ($actionToken == "") )

  @entry = @userResponseMap::getNext()

  $key = @entry::getKey()
  $key::toLowerCase()

  $value = @entry::getValue()

  $log_message = "Map entry = [" & $key & ", " & $value & "], responseTokens = [" & $responseTokens & "]"
  GOSUB logMessageNote

  $keyMatches = $responseTokens::startsWith($key)
  IF ($keyMatches)
    $matchedToken = $key
    $actionToken = $value
  ENDIF

  $hasNext = @userResponseMap::hasNext()

ENDWHILE

IF ($actionToken != "")
  # -------------------------- Found a valid action token -----------------------------------
  # Any part of the response beyond what we matched against is an annotation.
  $matchedTokenLength = $matchedToken::length()  
  $responseTokensLength = $response.reply::length()

  IF ($responseTokensLength > $matchedTokenLength)
    $annotationText = $response.reply::substring( $matchedTokenLength + 1 )
    $annotationText::trim()
  ENDIF
ENDIF

  $log_message = "actionToken = [" & $actionToken & "], annotationText = [" & $annotationText & "]"
  GOSUB logMessageNote

RETURN

September 15, 2015 22:30

Travis Depuy

And hopefully one more time:
This is from the ServiceNow 2.0 action scripts.
In the Handler > Response script, there is a section that tests if a response was received:

ELSE-IF ( $responseEvent == "RECEIVED_RESPONSE" )
# Build the list of valid responses, extract the response command and annotation from the
# reply text, then do the actual response processing.
CALL buildUserResponseMap
GOSUB getActionTokenAndAnnotationText
CALL processUserResponse

The getActionTokenAndAnnotationText subroutine. Notice the $annotationText variable below.

==============================================================================================

getActionTokenAndAnnotationText

#

Iterate over the userResponseMap and see if the start of the reply from the user corresponds

to any of the responses we're expecting. If we find something, extract the annotation, if found.

#

Input: $userResponseMap, $responseTokens

Output: $actionToken, $annotationText

==============================================================================================

getActionTokenAndAnnotationText:

-------------------------- getActionTokenAndAnnotationText -----------------------------------

$actionToken = ""

Set up to parse the user response

$responseTokens = $response.reply
$responseTokens::trim()
$responseTokens::toLowerCase()

@userResponseMap::clearIterator()
$hasNext = @userResponseMap::hasNext()

WHILE( $hasNext && ($actionToken == "") )

@entry = @userResponseMap::getNext()

$key = @entry::getKey()
$key::toLowerCase()

$value = @entry::getValue()

$log_message = "Map entry = [" & $key & ", " & $value & "], responseTokens = [" & $responseTokens & "]"
GOSUB logMessageNote

$keyMatches = $responseTokens::startsWith($key)
IF ($keyMatches)
$matchedToken = $key
$actionToken = $value
ENDIF

$hasNext = @userResponseMap::hasNext()

ENDWHILE

IF ($actionToken != "")
# -------------------------- Found a valid action token -----------------------------------
# Any part of the response beyond what we matched against is an annotation.
$matchedTokenLength = $matchedToken::length()

$responseTokensLength = $response.reply::length()

IF ($responseTokensLength > $matchedTokenLength)
$annotationText = $response.reply::substring( $matchedTokenLength + 1 )
$annotationText::trim()
ENDIF
ENDIF

$log_message = "actionToken = [" & $actionToken & "], annotationText = [" & $annotationText & "]"
GOSUB logMessageNote

RETURN

September 15, 2015 22:35

0
Travis Depuy
```
test post in code... ignore
```
September 15, 2015 23:17
0
Travis Depuy

More test posting sorry guys....
ELSE-IF ( $responseEvent == "RECEIVED_RESPONSE" ) # Build the list of valid responses, extract the response command and annotation from the # reply text, then do the actual response processing. CALL buildUserResponseMap GOSUB getActionTokenAndAnnotationText CALL processUserResponse

September 15, 2015 23:19

0
John Pereira

Travis, thank you. ill check this out..

September 16, 2015 05:03

0

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