Configure Rule for Incident Management

Owned by Enterprise IT
May 08, 2024

 

Global Tenancy for Rule

Rules are templates that you can configure, which can be used by the End users and Analysts to log Incidents with pre-selected data without the need to key in each piece of information. You can add, view, and modify rules. The Analysts can view the TEMPLATES icon on the ACTIONS panel of the NEW INCIDENT FOR USER page. 

The Global Tenancy concept introduced in the IM Rule page allows configurations made at Global Tenant to be automatically inherited by all the Local Tenants. This reduces the manual effort of creating multiple configurations.  

You can perform the following action on the Rule page for the Incident Management module: 

Configure Rule in Global Tenant

Rule configuration created in Global Tenant is inherited by Local Tenants.  

To configure the Rule in Global Tenant, perform the following steps: 

  1. Navigate to Incident > Configuration > Others > Rule. 

    Figure: Rule

  2. On the Rule page, select the Global Tenant. Click ADD NEW on the ACTIONS panel.

    Figure: Rule page

  3. On the Rule details page, enter all the information required to configure the Rule. To know more about the fields, see Field Description. 

    Figure: Rule Details

  4. Fill in the other required details under the GENERAL, COMMUNICATION, TROUBLESHOOTING, VENDOR INFORMATION, and ADDITIONAL INFORMATION tabs. For more information about fields and icons under these tabs, see Logging Incidents for Users. For information about the TROUBLESHOOTING tab, see the TROUBLESHOOTING Tab. 

  5. The VENDOR INFORMATION tab is disabled in the Global Tenant, and it is not editable as it is a Domain-specific field.  

  6. Click SUBMIT. A new Rule is configured in the Global Tenant.  

Field Description

To know more about the fields on the Rule page, see Field Description.  

Field 

Description 

Rule Name 

Type in a unique Rule name 

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. 

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.

Tenant 

Select a Tenant from the list. 

Global Tenant is selected for a Global configuration.  

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 Items 

Select a Configuration Item from the list. 

This field is disabled by default for the Global Tenant.  

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. 

SHOW LIST 

On the ACTIONS Panel, click SHOW LIST, and the list of Global configurations is displayed.  


Figure: Show list of Global configurations

  • To edit a Rule detail, click the Rule Name. Make appropriate changes and click SUBMIT. 
  • To display the inactive Rule details, click the Include Inactive check box. 

Notes

  • All the Global Configurations are represented by a Grey Globe Icon . 
  • The system displays a message on the Global Tenant configuration “This is a Global Tenant configuration. The Global Tenant configurations are replicated to the other Tenants.” 

Configure Rule in Local Tenant

You can create Rules for any specific Local Tenant.

To configure the Rule in Local Tenant, perform the following steps: 

  1. Navigate to Incident > Configuration > Others > Rule. 

    Figure: Rule

  2. On the Rule page, select any Local Tenant. Click ADD NEW on the ACTIONS panel.

    Figure: Rule page

  3. On the Rule details page, enter all the information required to configure the Rule. To know more about the fields, see Field Description. 

    Figure: Rule Details

  4. Fill in the other required details under the GENERAL, COMMUNICATION, TROUBLESHOOTING, VENDOR INFORMATION, and ADDITIONAL INFORMATION tabs. For more information about fields and icons under these tabs, see Logging Incidents for Users. For information about the TROUBLESHOOTING tab, see the TROUBLESHOOTING Tab. 

  5. The VENDOR INFORMATION tab is enabled in the Local Tenant, and it is editable as it is a Domain-specific field. 

  6. Click SUBMIT. A new Rule is configured in the Local Tenant.  

Field Description

To know more about the fields on the Rule page, see Field Description.  

Field 

Description 

Rule Name 

Type in a unique Rule name 

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. 

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.

Tenant 

Select any Local 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 Items 

Select a Configuration Item from the list. 

This field is editable in the Local Tenant. 

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. 

SHOW LIST 

On the ACTIONS Panel, click SHOW LIST, and the list of Global configurations is displayed.  


Figure: Show List 

  • To edit a Rule detail, click the Rule Name. Make appropriate changes and click SUBMIT.

  • To display the inactive Rule details, click the Include Inactive check box.

  • Click FILTERS to filter the list by any specific rule name.

Notes

  • All the Global Configurations are represented by a Grey Globe Icon
  • In the Global Tenant, two rules cannot be configured with the same name. The system displays a message stating “The specified rule name already exists.”

    Figure: Duplicate rule name

  • If a rule is configured with a specific name in the Local Tenant, the same name can be reused in the Global tenant. After the rule is created in Global tenant, the name of the rule will have the suffix (Global) which is inherited to Local Tenant.  
    For example, if the rule with the name “Urgency” is created in any Local tenant. The same name “Urgency” can be reused to create a new rule in the Global tenant. The newly created rule in the Global tenant will have the suffix (Global) which is inherited to Local tenant.

    Figure: Rule name with suffix global

The De-link option is available in the Local Tenant and can be used when a Global Configuration in a Local Tenant needs to be converted to Local Configuration and made editable.

On the Rule page, you can choose to de-link a Rule to make it a Local configuration and editable.

To de-link a form in Local Tenant, perform the following steps:

  1. Navigate to Incident > Configuration > Others > Rule.

  2. Select any Local Tenant. On the list page, select the Rule to be delinked from the global configuration.

  3. On the Rule detail page, click De-link. 

    Figure: Delink

  4. Once the configuration is delinked, all the fields on the Rule details page are editable and is a local configuration.

Notes

  • The delinked configurations are represented by the delink icon
  • When you hover over the De-link Icon, the system will display a tooltip as “Global Configuration – Delinked.”
  • A Global value once Delinked cannot be Re-linked.

Troubleshooting Tab

You can configure multiple Keywords to search a Symptom under the TROUBLESHOOTING tab. This setting is applicable to both Global and Local Tenants.

To configure Keywords, perform the below steps:

  1. On the Rules details page, click the Assigned Rule to view the Troubleshooting tab.

  2. Click on TROUBLESHOOTING to add keywords. 

    Figure: Troubleshooting

  3. Type in the Symptom and click SUBMIT to configure the Symptom.

  4. Type in a Keyword and click SAVE to search the Symptom with that Keyword.

Notes

  • In the Global Tenant, the link and delink option in the Troubleshooting tab are disabled.

  • In the Local Tenant, the link and delink option in the Troubleshooting tab is enabled.

  • While selecting Tenant node as selection in Incident Management and Service Request, selecting All Tenant option under Filters, the Pop up will not be closed, and a message will be displayed “Select category node. Cannot proceed with tenant”.