Triggers

A Workflow trigger provides capability to pair a system event with a configurable system action. Workflow is delivered with a large library of trigger events (left side) and actions (right side) that can be paired together to automate your business processes. For example, when an adjustment is created, send an email. The library of supported trigger events and actions continues to grow as IDI continues to expand IDI platform capabilities.

The example below shows a trigger that will create a workflow when a workflow definition is modified (and the specific conditions are met).

Note:

Triggers must be created first before the action can be added. Actions inherit the properties of the trigger and are used as parameters for further defining the action.

Triggers are processed independent of your user-defined Workflows.

Note:

While triggers run independent of workflows, they are configured and managed via the Workflow web module. This is summarized below and is also covered in Workflow help.

Accessing Triggers

In the Workflow web module, select CONFIGURE > Triggers on the menu bar.

This opens the Triggers page. The upper section provides fields for performing a trigger search and links for creating a new trigger and for showing a trigger history. The lower section lists existing triggers with links to open the respective triggers to edit or delete.

All existing triggers are listed by default. You can filter this list (limit the Triggers displayed) using one or more search criteria and clicking SEARCH.

The Type drop down menu lets you search for user defined triggers, system defined triggers or both (All option).

Note:

Access to editing system-defined triggers is restricted to IDI associates. Submit a service request to remove this restriction. The first (left) column distinguishes between user defined (check mark) and system defined (shield icon). This column also indicates whether the trigger is enabled (green) or disabled (red).

Creating a New Trigger

Select a Trigger

• Click Create Trigger.

  This displays a view for selecting and configuring a trigger and then selecting and configuring the paired action.

  

• Enter a Name (required) and Description (optional).

• Use the Enabled check box to choose whether to create the trigger as initially Enabled or Disabled. This setting defaults to unchecked (disabled). You may want to create a trigger as initially disabled to prevent it from running until you’re ready. If you choose to create it as disabled, you can enable it when you’re ready by editing the trigger.

• Notification Policy only applies when used in combination with the Trigger Completed functionality (See Triggering an Action When a Trigger Completes).

• Click Select Trigger. This displays the triggers gallery on the right side of the page.

  

  The triggers gallery organizes the triggers into categories to facilitate finding a trigger. A Search field is also available to help you find a trigger, and you can now bookmark your most commonly used triggers.

• Choose a trigger from the gallery. A list of available triggers is provided in the Trigger Gallery section below.

  Note:

  If you need to change your selection, the CHANGE button reopens the trigger gallery to let you replace the current selection trigger with a new one.

  

Add Trigger Filters (Rules)

Add one or more filters to determine when the trigger fires to initiate the paired action. A filter comprises one or more conditions to be evaluated. Conditions can be grouped to be evaluated together or ungrouped to be evaluated individually. You can add as many filters as needed.

Note:

The All/Any selector lets you choose to have the filters evaluated as an AND statement (fire if All filters are true), or as an OR statement (fire if Any of the filters are true).

• To add conditions upgrouped, simply click + CONDITION. Then define the condition:

• Select a field to evaluate.

  

• Select an operator.

  

• Enter a value.

  Note:

  For fields that represent an object type (e.g. AccountStatus), depending on the selected trigger, you may need to enter the numeric object type ID (e.g. for Account Status 2 = Disconnected as set in the Admin Console Data Management table).

  

  For some triggers, a selector (drop-down menu) that shows values in text is provided to to save you from having to know the ID.

  

  One way to know whether a number value is required is the presence or absence of the value selector. Also if you click the information (i) icon to display trigger details, the Type column will be Integer when a numeric value is required and List when values are listed in text.

• To group conditions, click +GROUP to add a new group and then click + CONDITION to add conditions to the group. Each click adds another condition to that group until you choose to add another new group.

  Note:

  Each new group has its own All/Any selector that applies to the conditions in the group. The top level All/Any selector still applies to the upgrouped conditions and groups you’ve added.

  

• To manage a filter on a group- or condition-level:

  • To delete a filter hover over the row to display the delete icon (red X).

  • To move a group or condition up or down, click the icon on the left side of the row.

  • The Smart Data button at the right lets you define a value as a Data Replacement parameter (Data Lookup). Data Lookups may be useful on triggers that involve a modify, and when the action should take place when a value has changed (for example City <> City_Old). Details for setting up and using Data Lookups are provided in Workflow web help in the section on Configuring Ancillary Data Elements.

  

Associate an Action with the Trigger

When you are done configuring the trigger, click Select Action. This process is similar to adding the trigger, except that instead of configuring trigger rules, you configure the action’s parameters. See the Actions Gallery section for details.

Note:

The available list of actions is based upon the corresponding applications. The list cannot be modified but will continue to grow with the application through future enhancements.

Triggering an Action When a Trigger Completes

This is supported by the Trigger Completed trigger available under the Workflow category in the Trigger gallery. You can configure the trigger to listen for a selected Subscription, Action, Trigger, Result, Result Message or Error message. You can use this functionality in combination with the Notification Policy setting for triggers to send a notification based on the completion status: Success, Failure, Both, or Never.

Configuring the Trigger

When you set up a condition for the trigger and make a selection in the left selector, the available options in the right selector change accordingly. You can also select an operator (=, <, >, etc.). Then pair the trigger with the action you want to fire when the specified condition occurs.

The following smart data values are available in the left selector:

• SubscriptionID: A specific configured trigger (all instances).

• Subscription Name: Name of configured subscription.

• TriggerID: The id of the trigger from the trigger gallery.

• Trigger Name: Name of trigger from the trigger gallery.

• ActionID: The id of the action from the action gallery.

• Action Name: Name of action from the action gallery.

• ResultID: The result ID of the fired subscription instance.

• Result Name: Name of result: Completed Successfully, Errored, Disabled, Filter Did Not Match.

• Resultmessage: Result message for a specific subscription instance.

• ErrorMessage: Error message for a specific subscription instance.

Tip:

If configuring a communications message, you can create a link to the configured subscription using smart data values. For example: https://@[Domain]/workflow/@[Environment]/Trigger/AddEditTrigger?triggerID=@[SubscriptionID]

Notification Policy

Notification Policy only applies when used in combination with the Trigger Completed functionality. Policies are not set up on the Trigger Completed trigger, but rather, the trigger the Trigger Completed condition is listening for. The policy can be set to notify on success, failure, both, or never. If you need to notify when the trigger completes, set the value to Success, Failure, or Both. If you do not need to notify when the trigger is completed, set the value to Never.

• Success: Notifies the system when the subscription instance has been completed successfully.

• Failure: Notifies the system when the subscription instance fails.

• Both: Notifies the system when the subscription instance completes successfully or fails.

• Never: Does not alert the system when the subscription instance is completed.

Note:

The default value is set to Never to minimize system events.

Recurring Triggers

A recurring trigger will deliver an action based on the configured scheduling pattern. You can configure when to start and end the recurring pattern. End dates are inclusive of the date configured. The scheduling pattern options are seconds (30 seconds minimum), minutes (5 minutes minimum), hourly, daily, weekly, monthly and yearly. You also have the option to Run Now. The Run Now option lets you execute the trigger immediately rather than waiting for the scheduled interval.

Note:

To ensure optimal performance, the system requires a minimum value of 30 if you’re using Seconds, and 5 if you’re using Minutes.

Managing Existing Triggers

To view the configuration for an existing Trigger, click the Trigger’s Name in the list. This displays the Configure Trigger page in Read-only mode. To edit the configuration click EDIT. This opens the fields for editing.

To view Trigger History, click the View History link. This displays a page that lets you search existing triggers by a date range and other search criteria.

You can also view a trigger-specific history view from the Configure Trigger form.

The default search filters are for the current day; however, you can increase the date timeframe to up to 30 days. Specifying additional criteria will help narrow down your search. It is recommended to apply as many filters as practical.

The Trigger History displays all instances of that trigger with start/end dates, subscription results, any result messages. The two far right columns provide access to details (Info icon), and the ability to download a log file (Download icon). The download requires the Download Log File permission. There is also an option to export the history.

Message Details:

Troubleshooting Tips

The Results field contains several values that can help you determine what happened when the system ran your automation.

The search results will display by descending dates. To assist with troubleshooting the last three columns will provide helpful information – starting with the results.

Completed Successfully

You configured your trigger and did not receive the expected results so why does the system display Completed Successfully? When in this situation, it might be that the trigger configuration and action are valid but the action configuration may need adjusted.

For example, when an adjustment is created by CCOA and the amount is less than $25.00 the system will send a templated email to that person. The trigger history would produce a result of Completed Successfully; however, the email will not contain the smart data replacements as expected because the configuration of the data field in the action is not valid.

Errored

When the system cannot execute your trigger the error result, plus access to the error message will be available to help correct the issue. The error message will provide information as to which business rules caused the error. The logging message ID is made available so that you can further research using the Web API documentation.

Filter Did Not Match

A trigger is configured for the event that occurred but the filters did not match so the system did not run an action. You will want to look at the filters within your trigger and make sure the message details from your event contains the values that match your filter. When you hover over a row within the results, the message detail icon will display
. Click the icon to see details.

For example, using the trigger filters from above, if a $100.00 adjustment was created by CCOA and the trigger history result was that the filter did not match, the message details will help explain why.

In the message details above, I can conclude that I selected adjustment type was for a credit adjustment; therefore, the adjustment amount is a negative causing the filters to not match.

Trigger Disabled

A trigger is configured for the event that occurred but the trigger is disabled. This is a simple fix, just enable the trigger.

Triggers Gallery

Triggers are organized by functional areas, for example: Billing Order, Bulk Data or Communications. This gallery lists the available triggers and indicates the data type for each property you can use when you add a condition to evaluate.

Note:

As described earlier, condition properties that represent an object type are assigned an object type ID (by the system for system-provided object types, or by you for customer-defined object types). For example, for the system-defined Account Status of Disconnected, the system-assigned ID = 2. For some triggers, values for these object type properties must be entered by their numeric value. In other cases, a selector (drop-down menu) with textual values is provided to facilitate selection. In cases where the trigger requires a numeric ID, the trigger description will indicate this requirement.

Note:

Not all triggers fire from IDI Desktop Client per below.

Additional details regarding how these triggers fire are provided in the trigger descriptions in the following sections.

Billing Order

• Billing Order Processed – Fired when a billing order is submitted, or when its state/status of a billing order changes in the Orders web module, APIs, or IDI Desktop Client.

Bulk Data

Note:

These triggers only apply when managing bulk data via the Bulk Data web module or API and not IDI Desktop Client.

• Bulk Data Import Created – Fires when a file is imported.

  

• Bulk Data Import Modified – Fires when the file status for a Bulk Data import file changes.  

  

Communications

Note:

These triggers only apply when managing communications via web applications and not IDI Desktop Client.

• Message Created – Fires when a Communications 2-way email (Message) is sent or received.

  

  

• Message Deleted – Fires when an existing Communications message (2-way email) is deleted.

  Note:

  This is intended for Communications administrators to use in the rare case where messages get deleted.

  

• Message Modified – Fires when a Communications message (2-way email) is modified. Note that this is an Admin function done via the Communications module.

  

  

• Notification Created – Fires when a Communications Notification is sent.

  

• Notification Deleted – Fired when a notification is deleted. Fires when a Communications Notification is deleted.

  Note:

  This is intended for Communications administrators to use in the rare case where notifications get deleted.

  

• Notification Modified – Fires when a Communications Notification is modified.

  Note:

  This is intended for Communications administrators to use in the rare case where notifications are modified.

  

  

Customer Care

• Accounts Receivable Batch File Processed – Fires when a background accounts receivable file is processed in IDI Desktop Client. There is no web processing of batch files.

  

• Adjustment Created – Fires when a new adjustment is created using Customer Care, APIs, or IDI Desktop Client.

  

• Adjustment Deleted – Fires when an adjustment is deleted using Customer Care, APIs, or IDI Desktop Client.

  

• Adjustment Modified – Fires when an adjustment is modified using Customer Care, APIs, or IDI Desktop Client.

  

• Collection Information Modified – Fires when collection information on an account is modified using Customer Care, APIs, or IDI Desktop Client.

  

• Contact Created – Fires when a new customer contact is created using Customer Care, APIs, or IDI Desktop Client. This applies to customer contacts only.

  

  

• Contact Modified – Fires when a customer contact is modified using Customer Care, APIs, or IDI Desktop Client. This applies to customer contacts only.

  

  

• Corporate Account Added – Fires when creating a new corporate structure or adding an account into an existing corporate structure, using Customer Care, APIs or IDI Desktop Client. See the related knowledge article here: workflow-triggers-for-corporate-account-changes

  

• Corporate Account Deleted – Fires when a customer is removed from a corporate account from Customer Care, using Customer Care, APIs, or IDI Desktop Client. See the related knowledge article here: workflow-triggers-for-corporate-account-changes

  

• Corporate Account Modified – Fires when invoice responsibility on an account in a corporate structure is toggled, or when reparenting an account, or when modifying the market of the corporate structure using Customer Care, APIs, or IDI Desktop Client. See the related knowledge article here: workflow-triggers-for-corporate-account-changes

  

• CPNI Information Updated – Fires when CPNI information is modified using Customer Care or APIs (not IDI Desktop Client). Auto-created via CPNI setup in Customer Care.

  

  

  

• Customer Created – Fires when a new account or prospect is created using Customer Care, APIs, or IDI Desktop Client.

  

• Customer Modified – Fires when an account or prospect is modified using Customer Care, APIs, or IDI Desktop Client.

  

  

• Deposit Created – Fires when a new deposit is created using Customer Care or APIs (not IDI Desktop Client)

  

• Deposit Deleted – Fires when a deposit is deleted using Customer Care or APIs (not IDI Desktop Client).

  

• Deposit Modified – Fires when a deposit is modified using Customer Care or APIs (not IDI Desktop Client).

  

  

• Dispute Created – Fires when a new dispute is created using Customer Care or APIs (not IDI Desktop Client).

  

• Dispute Modified – Fires when a dispute is modified using Customer Care or APIs (not IDI Desktop Client).

• Feature Modified – Fires when a feature is modified using web module or APIs (not IDI Desktop Client).

  

  

  

• Follow-up Created – Fires when a new follow-up is created using Customer Care, APIs, or IDI Desktop Client.

  

• Follow-up Modified – Fires when a follow-up is modified using Customer Care, APIs, or IDI Desktop Client.

  

  

• Invoice Preview Request Created – Fires when an invoice preview request is created using Customer Care or API (applies to web applications only).

  

• Journal Created – Fires when a new journal is created from any of the web modules or API (not IDI Desktop Client).

  

• Journal Item Attributes Modified – Fires when the attributes (extended information) of a journal, follow-up or ticket are modified (not IDI Desktop Client).

  

• Journal Modified – Fires when a journal is modified from any of the web modules or via API (not IDI Desktop Client).

• Payment Created – Fires when a new payment is created using any method – Customer Care, APIs, batch file, or IDI Desktop Client.

  

• Payment Deleted – Fires when a payment is deleted using any method – Customer Care, APIs, or IDI Desktop Client.

  

• Payment Modified – Fires when a payment is modified using Customer Care, APIs or IDI Desktop Client.

  

  

• Payment Plan Created – Fires when a new payment plan is created using Customer Care.

  

• Payment Plan Modified – Fired when a payment plan is modified using Customer Care.

  

• Protection Plan Created – Fires when a new protection plan is created using Customer Care (not IDI Desktop Client).

  

• Protection Plan Modified – Fires when a protection plan is modified using Customer Care (not IDI Desktop Client).

  

• Service Address Modified – Fires when a service address is modified using Customer Care or IDI Desktop Client.

  

  

Equipment Inventory

Note:

These triggers apply when using the Inventory web module and do not fire when managing inventory using IDI Desktop Client.

• Equipment Added to Location – Fires when an equipment is added to a location.

  

• Equipment Attributes Modified – Fires when extended information of an equipment object are modified.

  

• Equipment Created – Fires when a new equipment object is created.

  

• Equipment Deleted – Fires when an equipment object is deleted.

  

• Equipment Modified – Fires when an equipment object is modified.

  

  

• Equipment Removed from Location – Fires when an equipment object is removed from a location.

  

• Location Created – Fires when a new location is created.

  

• Location Deleted – Fires when a location is deleted.

  

• Location Modified – Fires when a location is modified.

  

Orders

• Order Submitted – Fires when an order is submitted using web Orders (not IDI Desktop Client).

  

Payment Gateway

Note:

These triggers fire when managing E-Pay and payments using Customer Care or IDI Desktop Client (with the exception of Payment Provider Transaction Error which applies to IDI Desktop Client only).

• E-Pay Account Created – Fires when a new E-Pay account is created.

  

• E-Pay Account Modified – Fires when an E-Pay account is modified.

  

  

• Payment Account Transaction Created – Fires when a new E-Pay account transaction is created.

  

• Payment Account Transaction Modified – Fires when an E-Pay account transaction is modified.

  

  

• Payment Provider Transaction Error – Fires when a payment provider transaction is in error in IDI Desktop Client and web applications. This trigger is not appliable for Paymentus.

  

Porting

Note:

These triggers are fired when managing porting using Customer Care or IDI Desktop Client.

• Port Request Created – Fires when a port request is created.

  

  

• Port Request Modified – Fires when a port request is modified.

  

  

  

Provisioning

Note:

These triggers apply when using the Provisioning web module and do not fire when using IDI Desktop Client.

• Create Provisioning Command – Fires when a provisioning command is created from a provisioning Command template.

  

• Provisioning Request Created – Fires when a provisioning request is created.

  

• Provisioning Request Modified – Fires when a provisioning request is modified.

  

  

Security

Note:

These triggers apply when managing users via the Security web module and do not fire when managing users via IDI Desktop Client.

• User Created – Fires when a new user is created.

  

• User Modified – Fires when an existing user is modified.

  

  

Services

• Device Disassociated – Fires when a device is disassociated from a service using web applications and does not apply when using IDI Desktop Client.

  

• E911 Service Modified – Fires when an E911 service is modified using web applications. This function is no longer available in IDI Desktop Client.

  

• E-Rate Utilization Manually Created – Fires when E-Rate utiolization is manually created. E-Rate functionality is only available via web applications.

  

Tickets

• Ticket Created – Fires when a ticket is created using web applications (not IDI Desktop Client).

  

  

• Ticket Modified – Fires when a ticket is modified using web applications (not IDI Desktop Client).

  

  

  

Workflow

• Recurring Trigger – A recurring trigger fires based on a configured recurring pattern. You can specify when you want the pattern to start and end. End dates are inclusive of the specified date.

  

• Trigger Completed – Delivered when the Action for a Subscription completes that has a Notification Policy which is not set to Never. This trigger runs a follow up action. For more on this see Triggering an Action When a Trigger Completes,

  

• Work Item Instance Modified – Fires when a workflow instance is modified.

  

  

  

  

• Workflow Definition Created – Fires when a workflow definition is created.

  

• Workflow Definition Deleted – Fires when a workflow definition is deleted.

  

• Workflow Definition Modified – Fires when a workflow definition is modified.

  

• Workflow Instance Created – Fires when a workflow instance is created.

  

  

• Workflow Instance Modified – Fires when a workflow instance is modified.