View source for Triggering Client Actions from Active Pages

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|title=Triggering Client Actions from Active Pages
|type=FAQ
|htl=Y
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{{Template:Basic Status
|status=Published
|version=1.0
|authors=HTL QA
|applicableto=Supportworks ESP up to Version 7.4.1
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==Triggering Client Actions from Active Pages ==

It is possible to create, on your active pages, hyperlinks that  trigger Supportworks client actions, such as popping up a data-entry  form or launching a Log Call or Call Details form. Examples of already-created  hyperlinks are readily visible on your existing active pages. Such a  hyperlink would contain a URL that includes a suitable command to the  Supportworks  server. The Supportworks server would then tell the  Supportworks client to  perform the action given by the command. The  following is an example of a hyperlink you could use:

 <a href="hsl:editrecord?table=userdb&key=<?echo $userdb_keysearch;?>">Edit Customer Record</a>

Within this particular hyperlink, the relevant server command is <tt>hsl:editrecord</tt>, and <tt>Edit Customer Record</tt>  is the link's displayed label. The command parameters will be different  for each server command. To create the hyperlink on an active page, you  have to insert it at a suitable point in the PHP script that generates  the active page.

Below is a list of the server commands you can  call from an active page via a hyperlink. (Note that these commands will  not work if you are using the Mozilla Gecko Layout Engine as the  embedded Web browser for active pages.)

==== hsl:mycalls==== 

This   will switch the Supportworks client window to the specified tab of the   specified Service Desk (Helpdesk) view, showing the calls, subject to  the specified  filter, that are assigned to the analyst currently logged  into that  client instance. The view is specified by its folder name as  configured in the data dictionary (rather than by its displayed title).  If no view is specified, the first folder found whose  type is  "helpdesk" will be used. If no tab is specified, or if its value  is out  of range or invalid, then the first tab (0) will be used. If no  filter  is specified, or the filter is not found, then the [No Filter]  option  will be used.

 <a href="hsl:mycalls?view=Helpdesk View&tab=1&filter=Open Calls">View My Calls List</a>

==== hsl:kbsearch==== 

This   command will perform a KnowledgeBase search and return results in the  KnowledgeBase view for documents in which matches were found against the  <tt>search=</tt>  parameter  value passed in the hyperlink. Typically, you would use it  for an active  page that, for example, displays call details and you  want the analyst  to be able to do a KnowledgeBase search on something  they submit from an  edit field on that page. The <tt>search=</tt>  parameter can consist of any PHP (or other) code that will return the  analyst's input to the server command. In the example below, a string  variable from the page's PHP script is used to provide that value.

 <a href="hsl:kbsearch?search=<? echo $users_kb_query;?>">Search KnowledgeBase</a>

==== hsl:mail==== 

This command will switch the client window to the specified system mailbox. If the logged-on  user does not have permission to view the mailbox, a message will be  displayed. Note that the parameter <tt>mailbox=</tt>  accepts the underlying  mailbox name rather than its display name and,  for a shared mailbox, this requires an  underscore prefix (_).

 <a href="hsl:mail?mailbox=_helpdesk">View the Helpdesk Mailbox</a>

==== hsl:sqlsearch==== 

This   command will perform an SQL query database search. When the command is   run, the Database Searches view is displayed, showing the results of  the  query submitted. In the command, you can optionally include a <tt>limit=</tt>   parameter that allows you to limit the number of rows returned. Note   that, if the query runs off one table, the associated active page will   be displayed for the selected record, just as in a database entity view.

 <a href="hsl:sqlsearch?query=select callref,owner,suppgroup,callclass,status from opencall&limit=100">View 100 Calls</a>

==== hsl:editrecord==== 

The <tt>hsl:editrecord</tt>  command  allows analysts to open a record in a given table for  editing.  For example, the following  hyperlink tells Supportworks to  display the data-entry  form for the table ''userdb'' and  populate it with data from the  record whose key value equals the value  stored in the variable <tt>$userdb_keysearch</tt>:

 <a href="hsl:editrecord?table=userdb&key=<?echo $userdb_keysearch;?>">Edit Customer Record</a>

As  well  as specifying the table and the key for the record to be  accessed, you  can also specify in the command which object on the data-entry  form to set the initial focus on (e.g. which field to place the cursor  in). This is done by including a <tt>formobj=</tt> parameter. Furthermore, if you  intend to set the focus on a particular tab, you can specify this by  using a <tt>formobj=</tt> parameter to indicate the tab control object,  followed by a <tt>tab=</tt> parameter to indicate the actual tab item. 

In   the following example, when an analyst opens the customer record, the   Attributes tab will be selected (assuming you have a tab control called   "tab1" and a tab item whose tab label is "Attributes"):

 <a href="hsl:editrecord?table=userdb&key=<?echo $userdb_keysearch;?>&formobj=tab1&tab=Attributes">Edit Customer Record</a>

==== hsl:awrecord==== 

Assuming that you have Assetworks Discovery or a third-party   asset discovery system installed, this command will launch the  Hornbill  Information Browser window, showing data for the identified  computer. The value of the <tt>computerid=</tt> parameter would be the name by which the computer is known within the discovery system.

 <a href="hsl:awrecord?computerid=123456">View Assetworks Information</a>

==== hsl:calldetails==== 

Given a call reference value, this command will open up the Call Details form for the ''opencall'' record concerned.

 <a href="hsl:calldetails?callref=12">View Call 12</a>

==== hsl:logcall==== 

This command will launch a class-selection pop-up   dialogue that allows analysts to start off the process of logging a   call. In the script, you can pass in parameters that specify the   customer for which to log the call (cust_id=) and the asset to  associate  with the call (asset_id=). Note that, if you pass in a  customer or  asset identifier that does not exist in ''swdata'', then a prompt to create a  new record would be given.

You will find that this type of link on an active page, where the database-entity   view search was against the Customer table, is useful for analysts. It   means that they can search for a customer and log a call easily, with   associated records automatically being resolved when the Log Call form   opens.

 <a href="hsl:logcall?asset_id=1234&cust_id=<?echo $userdb_keysearch;?>">Log Call For Customer</a>

==== hsl:reactivatecall==== 

This   command will, given a call reference, reactivate a call that has been   closed or cancelled. Once reactivated, the call will re-appear in the Service Desk (Helpdesk) view, in the context of the support group and analyst that the call was last assigned to.

 <a href="hsl:reactivatecall?callref=12">Reactivate Call 12</a>

==== hsl:updatecall==== 

This   command will, given a call reference, display the standard Update Call   form, so that the analyst can update the call concerned.

 <a href="hsl:updatecall?callref=12">Update Call 12</a>

==== hsl:acceptcall==== 

This   command will, given a call reference, display the standard Accept Call   form, so that the analyst can accept the call concerned.

 <a href="hsl:acceptcall?callref=12">Accept Call 12</a>

==== hsl:transfercall==== 

This   command will, given a call reference, display the Assign Call tree, so   that the analyst can assign the call concerned to another analyst.

 <a href="hsl:transfercall?callref=12">Assign Call 12</a>

==== hsl:holdcall==== 

This   command will, given a call reference, display the standard Place Call   On Hold form, so that the analyst can place the call concerned on hold.

 <a href="hsl:holdcall?callref=12">Hold Call 12</a>

==== hsl:closecall==== 

This   command will, given a call reference, display the standard   Resolve/Close Call form, so that the analyst can resolve or close the   call concerned.

 <a href="hsl:closecall?callref=12">Resolve/Close Call 12</a>

==== hsl:cancelcall==== 

This   command will, given a call reference, display the standard Cancel Call   form, so that the analyst can cancel the call concerned.

 <a href="hsl:cancelcall?callref=12">Cancel Call 12</a>

==== hsl:switchcontext==== 

This   command will switch the Service Desk (Helpdesk) view context to the  group and/or  analyst identified in the command. In the example below,  the Service Desk view would be displayed in the context of the analyst  whose ID is "billy".

 <a href="hsl:switchcontext?group=support&analyst=billy">View Billy's Calls</a>

==== hsl:hotissue==== 

This   command, given an issue reference, will open a hot or known issue for   viewing/editing. Note that hot/known issues are a feature of certain  legacy applications, and have been superseded by Problems and Known  Errors. 

 <a href="hsl:hotissue?issueref=123234">View Issue 123234</a>

==== hsl:mailto==== 

This command will open an e-mail message window and populate the To field with the address and name specified as the command's parameter values.

 <?
  $fullname = $userdb_firstname . " " . $userdb_surname;
 ?>
 <a href="hsl:mailto?address=<? echo $userdb_email;?>&name=<? echo $fullname;?>">Email Customer</a>

Note  that the PHP code preceding the actual hyperlink shown above ensures  that the customer's full name is presented to the command.

==== hsl:tapidial==== 

This   command will attempt to dial the specified telephone number using  TAPI.  Note that this will only work if the analyst has a TAPI device   installed on their machine.

 <a href="hsl:tapidial?number=02085828282">Call Hornbill</a>

==== hsl:printme ==== 

This command will print the active page from which it is executed. The default print options will be used.

 <a href="hsl:printme">Print Page</a>

==== hsl:analystproperties ==== 

This command will display the standard Analyst Properties dialogue for the analyst identified in the command.

 <a href="HSL:analystproperties?id=admin">View Admin's Properties</a>

==== hsl:hslib ====

This command will run the Hornbill Information Browser at the specified  relative URL  to display inventory details for a specified asset. The  relative URL parameter will be appended to the root URL of the HTTP  server (which is <nowiki>http://&[app.server]/</nowiki>)   to make up the full path. This gives access to any  URL on the server.  Note that a preceding "/" is not necessary in the relative URL path.

 <a href="hsl:hslib?computerid=<? echo $equipmnt_equipid; ?>?relativeurl=sw/itg/Centennial/viewer">View Inventory Details</a>

==== hsl:callpanelfunction ====

This command will call a Javascript function on one of the two panels (left or right) of the Supportworks client.  Additional parameters can be supplied as param=value pairs.  
 
 <a href="hsl:callpanelfunction?panel=left&function=myFunc&param1=value1">Update</a>