What are Rules?
Rules are templates that you can configure, which can be used by the Analysts to log Incidents with pre-selected data without the need to key in each information. You can add, view, and modify rules. The Analysts can view the Rules icon on the NEW INCIDENT FOR USER page.
To configure Rules:
- Select Incident > Configuration > Others > Rule.
- On the RULES page, click ADD NEW on the ACTIONS panel.
On the RULE DETAIL page, type in the new Rule details as described in the following table:
Field
Description
Rule Name
Type in a unique Rule name
Active
Select to make the Rule an active Rule.
Enable Template for User
Select to make the Rule available to the End Users. If selected, the End Users can quickly log an Incident using the Rule from the USER DASHBOARD page (see: End User Dashboard)
Tenant
Select a Tenant from the list.
Source
Select a source from the list.
Notification Method
Select a notification method from the list. The available options are E-mail, Phone, Chat, SMS, and None.
Configuration Item
Select a Configuration Item from the list.
Active
Indicates the status set for the Rule.
- If selected, the Rule is available as an option in the Rules list.
- If not selected, the Rule is disabled and is not displayed in the Rules list.
Symptom
Type in the symptom for the issue for which you are creating the Rule.
Description
Type in the description for the issue for which you are creating the Rule.
ATTACHMENTS
Click the Upload icon to browse and upload the required attachments.
Figure: RULE page
- Fill in the other required details under the GENERAL, COMMUNICATION, TROUBLESHOOTING, PARTNER INFORMATION, ADDITIONAL INFORMATION tabs. For more information about fields and icons under these tabs, see Logging Incidents for Users. For information about the TROUBLE SHOOTING tab, see TROUBLESHOOTING Tab.
- Click SUBMIT. A new Rule is configured.
TROUBLESHOOTING Tab
You can configure multiple Keywords to search a Symptom under the TROUBLE SHOOTING tab.
To configure Keywords:
- Click TROUBLE SHOOTING to open the TROUBLESHOOTING tab.
Figure: Trouble Shooting tab - Type in the Symptom and click SAVE to configure the Symptom.
- Type in a Keyword and click SAVE to search the Symptom with that Keyword.
Note:
- Click
to edit the configured Symptom and Keywords. - Select the Active check box to set the Symptom and Keywords as active.
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the RULE DETAIL page.
SHOW LIST
Click SHOW LIST to display the LIST table showing all the configured Rules for the selected Tenant.
Figure: RULE List page
- To edit a Rule detail, click the Template Name. Make appropriate changes and click SUBMIT.
- To display the inactive Rule details, click the Include Inactive check box.
Note:
When the Rule details are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Rule.
Filters
Click the Filters icon to specify the filter criteria to display the Rules. On clicking the Filters icon, the FILTERS pop-up page is displayed. Type in the Rule name in the Template Name text box. Click SUBMIT to view Rules based on the filter criteria.
Figure: FILTERS pop-up page