Event type extension points in Workforce Optimization for ITSM

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Use extension points to call scripts for event categories such as a meeting, time off, or work time.

    To see a list of extension points that you can use for Workforce Optimization for ITSM, navigate to System Extension Points > Scripted Extension Points. In the Extension Points list, open the sn_shift_planning.EventManager extension point.

    Use scripted extension points to integrate customizations without altering the core components in the application code. When customizing a base application, you implement the scripted extension points by creating the custom script includes and registering them against the scripted extension points.
    Table 1. Extension points for event types
    Extension point name Description
    sn_shift_planning.EventManager Implement this extension point to customize the logic for the event categories that you create.
    You can use extension points to create events such as meeting, training, and time-off requests. For example extension point implementations, see the following extension instances in the Implementations related list:
    Category Extension script
    Meeting AgentScheduleMeetingEventManager
    Break AgentScheduleBreakEventManager
    Training AgentScheduleTrainingEventManager
    Time off AgentScheduleTimeOffEventManager
    Work AgentScheduleWorkEventManager