HappyFox Actions

Actions for HappyFox #

Lucidum includes the following Actions for HappyFox Help Desk:

• Create HappyFox Ticket. Create or update a ticket in HappyFox. The HappyFox action can customize the category, subject, message, and other fields.

• Create HappyFox Asset. Map Lucidum data to asset data in HappyFox Help Desk.

Use Cases #

Below are the possible use cases for the Send Data action:

• You want to include Lucidum data in HappyFox tickets.

• If you want to run Lucidum “headless”, you can send relevant data to HappyFox assets on a regular schedule by creating a HappyFox asset that contains the Lucidum data..

Prerequisites #

To use the action that creates an asset in HappyFox, you must create a user in HappyFox who has the Manage Asset permission.

To use the action that creates a ticket in HappyFox, you must create a user in HappyFox who has all the ticket permissions for View & create ticket and all the permissions in Ticket properties.

Workflows #

• Creating a new Configuration and a new Action
• Cloning an Existing Action
• Creating a new Action from the Location Results page
• Editing a Configuration
• Editing an Action
• Viewing Information about an Action

HappyFox Configuration #

• Configuration Name. Identifier for the Configuration. This name will appear in the Lucidum Action Center.

• URL. The URL of the HappyFox console, for example, https://luciduminc.happyfox.com.

• API Token. An API Key associated with a user account that has read and write access to HappyFox devices. From the HappyFox console, go to Apps > Goodies > API > Enable. In the Apps > Goodies > API > Manage page, click the + to create a new API Key. Give the API Key a name and save it.

• Auth Code. To find the Auth Code for an API Key, in the Apps > Goodies > API > Manage page, find the API Key and hover your mouse cursor over its row. Click”see auth code”.

For details on creating an API Token and Auth Code in HappyFox, see https://support.happyfox.com/kb/article/476-create-api-key-auth-code-happyfox/.

Create or Edit an Action #

You can create the following types of Actions for HappyFox:

• Create HappyFox Ticket. Create or update a ticket in HappyFox. The HappyFox action can customize the category, subject, message, and other fields.

• Create HappyFox Asset. Map Lucidum data to asset data in HappyFox Help Desk.

To create an action for HappyFox:

1. In the Create a New Action page, in the General step, enter:

   

   • Action Type. Select from:

     • Create HappyFox Ticket. Creates a ticket in the HappyFox system.

     • Create HappyFox Asset. Maps Lucidum fields to HappyFox field.

   • Configuration Name. Select an action configuration from the pulldown options.

   • Action Name. Identifier for the action. This name will appear in the Lucidum Action Center.

   • Description. Description of the action.

2. Click the Next (>) icon.

3. In the Filters page, click Configure Filters.

   

4. The Build a Query page appears.

   

5. In the Build a Query page, you define the query for the assets or users that the action will act upon.

6. Click Next.

7. In the Build a Current Query page, enter the fields, operators, and values for the query. For existing actions, the query is already loaded in this page.

   
8. For details on creating and editing queries in Lucidum, see the section on Building Queries.

   NOTE: To optimize performance, the default time range is Current. If you need to access historical data, contact Lucidum Custom Success for help on using historical data without affecting performance.

9. Click the Apply (page and pencil) icon.

10. Click the Next (>) icon.

11. In the Schedule step, enter:

    

    • Schedule Type. Define the schedule for the action. Choices are:

      • Recurrence. Specify a frequency for the recurring schedule.

      • After Data Ingestion. The action is executed after data ingestion, which happens at least once every 24 hours and can also be triggered manually.

    • Do not trigger the action unless. Specify the number of results from Filters as a prerequisite for executing the action.

12. Click the Next (>) icon.

13. If you selected Create HappyFox Ticket in the General page, the Details page includes the following:

    

    • Output Fields. For the records selected with the Filters field, specify the columns to display. When creating or editing the query in the Filters field, you can select these fields in the Query Results page > Edit Column button. These fields will appear in HappyFox tickets.

    • Ticket Subject. Enter a text that describes the ticket subject.

    • Ticket Message Text. Enter a message to include in the ticket.

    • Ticket Category. Select the ID of a ticket category in your HappyFox system.

    • Ticket Creator. Select the name of a user in your HappyFox system. This user will be the ticket creator.

    • Ticket Updater. Select the name of a user in your HappyFox system. This user will be the ticket updater.

    • Ticket Assignee. Select the name of a user in your HappyFox system. The ticket will be assigned to this user.

    • Ticket Priority. Select the ID of a priority in your HappyFox system.

    • Update Previous Ticket. If selected, the action updates the previous ticket. If not selected, the action creates a new ticket.

    • Dedupe Previous Jobs. De-dupe Previous Jobs. In this field, you specify whether you want duplicates of asset IDs (if your query is for assets) or user IDs (if your query is for users). You can specify integers between 0 and the number specified in Settings > System Settings > General > Data Settings > Action Result Retention in Days. This setting specifies the number of days that Lucidum stores action results.

      • If you specify “0” (zero), Lucidum includes all the records from the query in each delivery to HappyFox.

      • If you specify “1” (one), Lucidum examines the previous payload and excludes records for asset IDs or user IDs that were sent in the delivery to HappyFox.

      • If you specify “2” (two), Lucidum examines the last two payloads and excludes records for asset IDs or user IDs that were sent in the previous two deliveries to HappyFox.

14. If you selected Create HappyFox Asset in the General page, the Details page includes the following:

    

    • Output Fields. For the records selected with the Filters field, specify the columns to display. When creating or editing the query in the Filters field, you can select these fields in the Query Results page > Edit Column button. These fields will appear in HappyFox tickets.

    • Asset Type. Select the ID of an asset type in your HappyFox system.

    • Asset Creator. Select the name of a user in your HappyFox system. This user will be the asset creator.

    • Target Text Field. Provide a name for the payload field. This field will contain a comma-separated list of the values from Output Fields.

    • Dedupe Previous Jobs. In this field, you specify whether you want duplicates of asset IDs (if your query is for assets) or user IDs (if your query is for users). You can specify integers starting at 0 (zero).

      • If you specify “0” (zero), Lucidum includes all the records from the query in each delivery to HappyFox.

      • If you specify “1” (one), Lucidum examines the previous payload and excludes records for asset IDs or user IDs that were sent in the delivery to HappyFox.

      • If you specify “2” (two), Lucidum examines the last two payloads and excludes records for asset IDs or user IDs that were sent in the previous two deliveries to HappyFox.