Help to create a spel code to attach event when ticket status move to Pending Resulation Confermation(PRC)

[ca support]

Hi All,

I am new to Spel customization and need some guidance.

My requirement is to attach an event that should trigger automatically if a ticket remains in PRC (Pending Resolution Confirmation) status for 72 hours, so that the ticket can be resolved.

Challenges faced:

• I am unable to attach the event in Service Type, since SLA stops when the status is PRC.

• I tried attaching the event in Activity Notification → Update Status, but in that case the event is attached multiple times, because to move a ticket into PRC status, the status needs to be updated several times.

• To handle this scenario, I attempted to use a Spel code + mod file, but it is not working as expected.

Below are my configurations:

mod file:

MODIFY cr ON_POST_VAL zattach_event_prc() 120 FILTER ( EVENT ( "UPDATE" ) );

spel file:

cr::zattach_event_prc(...) {
    string zstatus;

    // Get current status of the ticket
    send_wait(0, this, "get_attr_vals", 1, "status");
    zstatus = msg[3];

    // If status is PRC, attach the event
    if ( zstatus == "PRC" ) {
        // Replace 'evt_prc_notify' with your actual Event Symbol
        send_wait(0, this, "attach_event", "evt:401408", 0, 0, this);
    }
}

Requesting your help to:

1. Identify the issue in the above spel/mod configuration.

2. Suggest any alternative solution if available to achieve this functionality.

Thanks & Regards,
Malay Saha

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[ca support]

Please help on this.

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