Business Rule Configuration for IM Tahoe SP1

Owned by Enterprise IT (Unlicensed)
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

How to Configure a Business Rule?

To configure a Business Rule, perform the following steps:

  1. Select Admin >Basic > Infrastructure > Business Rule.
  2. On the BUSINESS RULE page, click ADD NEW on the ACTIONS panel. The following page is displayed.


    Figure: BUSINESS RULE page

  3. Select the Tenant and fill in the required details. For more information, see Field Description. 
    1. Fill in the other required details under RULE DEFINITION, TRIGGER, CONDITION, and ACTION sections.
    2. Click SUBMIT. A new Business Rule is configured.

Field Description

The following table describes the fields on the BUSINESS RULE page:

FieldDescription
RULE DEFINITION
NameType in a name for the business rule.
DescriptionType in a detailed description.
Execution Order

By default, the execution order number is blank. Each Business Rule can be assigned an execution order number. The order number is the deciding factor when same field is updating from different Business Rules. Rule with higher order number is processed first and given precedence over rules with lower order number.

Note: If the execution order number is same, then the business rule executed based on the created date.

BR Processing Logics:

  • Execution Order - Highest to Lowest
  • Creation date - Earliest to Latest
ActiveIf selected, the Business Rule becomes active.
TRIGGER
ModuleSelect the Module from the drop-down list. As of now you can create Business Rules only for Incident Management Module.
When

You can define when this business rule should execute.

  • After: If selected, the business rule will trigger once the Incident is created or updated. Also, the incident will be frozen i.e. no update will be allowed for the incident until the Business Rule is processed.
  • Async: If selected, the business rule will trigger once the Incident is created or updated or scheduled. In case of Async, the Incident will not be frozen and the Business Rules will be processed asynchronously.

Trigger Type

  • Create: Select this check box to execute the business rule when a record is created.
  • Update: Select this check box to execute the business rule when a record is updated.

  • Schedule: Select this check box to execute the business rule when a record is scheduled.

    Note:

    If Schedule check box is selected, then When must be selected as Async.


    • icon is displayed if the schedule job is configured for this business rule. A sample screenshot is shown below:


    • icon is displayed if the scheduler is not configured for this business rule and displays the following message:
        "A scheduler does not exist for this business rule in the custom scheduler."       A sample screenshot is shown below:


       Click icon, CUSTOM SCHEDULER page is opened in a new tab to configure the custom scheduler.

    • Once u click SUBMIT to create the business rule when Trigger Type is Schedule. The following pop-up is displayed:

      Click OK to create the schedule for the defined business rule. The CUSTOM SCHEDULER page is displayed with a new tab with created Business Rule.

      Screenshot: CUSTOM SCHEDULER


      On CUSTOM SCHEDULER page Job Options will be displayed as Business Rule Processing and Business Rule field value will contain the business rule from where the navigation happens.

CONDITION

When a Request Arrives

(When Trigger Type is selected as Create or Update)


When the scheduled business rule runs 

(When Trigger Type is selected as Schedule)

Use the condition builder to determine when the business rule actions should be executed.

  • Conditions based on criteria: Select this radio button to specify the conditions based on which the action would be executed.
  • No Condition: Select this radio button, if there are no conditions.

Adding Conditions:

A condition consists of the following parts:

  • Field: The fields related to incident management module are populated in the drop-down list. Select the required option.
  • Operator: Based on the selected field value, the operators are displayed. Select the required operator from the drop-down list. The Possible values for Operator are: Contains, Does not contain, Equals, Not Equals, Is one of, Is not one of, Greater Than, Less Than, Less than or equal to, Greater than or equal to, and Between.

  • Value: Based on the selected Field type and Operator the options are populated in the Values field.

  • Click  icon to add a new condition.


    Figure: CONDITION (Create or Update)


    Figure: CONDITION (Schedule)

    The following are the three scenarios w.r.t to AND and OR operators if Trigger Type is Schedule.

    • Logical operator will be default to AND operator

      Example: Consider that you want to trigger a business rule when an incident has Server Category with Impact as High. In this case,  AND will be the only operator between these two single conditions.



    • Logical operator within a condition group will be AND operator

      Example: Consider that you want to trigger a business rule when an incident has Server Category and with Impact as High. In this case, you can set these two conditions as single condition as shown below using Group Conditions and AND will be the only operator within the conditions of a group.



    • Logical operator between a condition groups will be OR operator

      Example: Consider that you want to trigger a business rule when an incident has Server Category and with Impact as High or when an incident has Priority as P2 and Status as In-Progress. In this case, you can set all the conditions as two group conditions as shown below using Group Conditions. In this case OR will be the only operator between any two group conditions.



  • You can define multiple conditions with AND/OR operator.
  • You can add a condition by clicking on the  icon present at the end of every condition.  
  • You can delete a condition by clicking on the icon present at the end of every condition. 

Group Conditions ():

Using the Group Conditions option, you can define multiple conditions as a single condition using AND/OR.

Example: Consider that you want to trigger a business rule when an incident is created for Network Category with a Priority as P2 or Impact as Low. In this case, you can set the all the conditions as single condition as shown below using Group Conditions.

To create a Group of Conditions, select the check boxes of respective condition rows and click  (Group Conditions) icon.


Note: Only adjacent conditions can be grouped. Already grouped condition rows cannot be used for another Group.

To Ungroup Conditions, click  (Ungroup Conditions) icon as shown below. 


ACTION
Time Zone for Notification and API
  • Caller Time Zone:  If selected, values for date and time fields in notification template and API will be based on the Caller Time Zone.
  • Analyst Time Zone:  If selected, values for date and time fields in notification template and API will be based on the Analyst Time Zone.
UPDATE FIELDS


Under this tab, you can configure update field values. You can update the both standard and custom field values.

Update Action Type

  • Update values first time: If selected, will update the fields only for the first time when the record is updated. 
  • Update values every time:  If selected, will update the fields every time when the record is updated.

Note:

  • The Update Action Type field displayed only when the Trigger Type is selected as Update.
  • There are few mandatory fields based on status value selection. Based on the selected status value the following mandatory fields are displayed.

The following fields become mandatory based on status value selection. Also, the for the mandatory fields the  icon will not displayed at the end of every row. 

Status Value 

Mandatory Fields

Assigned

Workgroup/ Assigned Workgroup, Category, Classification, Impact, Urgency, Priority, SLA Service Window, Symptom and Description.

In ProgressWorkgroup/ Assigned Workgroup, Category, Classification, Impact, Urgency, Priority, SLA Service Window, Symptom, Description, Target Completion Date, Response SLA Violation Reason, and Analyst/Assigned To.
PendingResponse SLA Violation Reason, Analyst/Assigned To, Workgroup/ Assigned Workgroup, Target Completion Date, Symptom, Description, Category, Classification, Impact, Urgency, Priority, SLA Service Window, and Pending Reason.
ResolvedResponse SLA Violation Reason, Analyst/Assigned To, Workgroup/ Assigned Workgroup, Target Completion Date, Symptom, Description, SLA Service Window Category, Classification, Impact, Urgency, Priority, Solution, Resolution Code, Closure Code, and Resolution SLA Violation Reason.

Incident Closing Mode: Select the mode in which the Incident can be closed after resolving the Incident.

  • Auto: If selected, the status of an Incident is changed from Resolved to Closed after the configured number of days.
  • Manual: If selected, the Analyst needs to manually close the Incident.

Auto Closing Mode: Type in the number of days after which the status of the Incident should automatically change to Closed from Resolved.

Select one of the following options from the drop-down box:

  • Business Days - Business days will be considered based on SLA Service Window configuration (Incident > Configuration > SLA Configurations > SLA Service Window).
  • Calendar Days - Calendar days will include Holidays for auto closure.

Note:

  • When you select the Incident Closing Mode as Auto, you need to provide a value for this field (Auto Closing Days). Also, the application will not consider the weekends (Saturday and Sunday) for Auto closure.
  • Incident Closing Mode configuration done at Business Rule Designer will override the incident closure configuration done at Tenant, Category and Workgroup level.

By default, the option Business Days is selected.

A sample screenshot is shown below:


Delete Fields

You can delete an update field row by clicking on the  icon present at the end of every row. 

Override Values

  • If the Override Values = YES, then the values defined for the field in the Business Rule will override the values set for that field in the record.
  • If the Override Values = NO, then the values defined for the field in the Business Rule will be applied only if the value is not set for that field in the record. As stated otherwise, if there is a value already available for a particular field in the record, then the Business Rule Value will not be applied. 
NOTIFICATION


Under this tab, you can configure the notification templates for the business rule. You can create new notification template or use the existing notification template to send a notification to users.

You can configure the following notification types:

  • E-mail Notification
  • SMS Notification

E- Mail Notification

To create E-Mail Notification, perform the following steps:

  1. Under the Notification tab, click ADD NOTIFICATION. The NOTIFICATION pop-up is displayed.


    Figure: BUSINESS RULE - ACTION 


    Figure: NOTIFICATION pop-up

  2. Fill in the required details. For more details, see Field Description.

    Note:

    Use Dollar ('$') and type a character to trigger suggestions for Incident Attributes in Email Subject and Email Body.


  3. Click SAVE. A new E-mail Notification is created and displayed under the Unlinked Notifications section.


    Figure: NOTIFICATION pop-up - Unlinked Notifications

  4. Click SAVE AND SELECT to save and select the template under the Notification tab of ACTION section.



    Note:

    Send notification first time: If selected, will send notification only for the first time when the record is updated.

    Send notification every time: If selected, will send the notification every time when the record is updated.


  5. Click CANCEL to close the NOTIFICATION pop-up.

Field Description

The following table describes the fields on the NOTIFICATION pop-up:

Field 

Description

Notification NameType in the name for the e-mail notification template. 
MediumSelect the medium as E-mail to configure E-mail notification.
To

Add the main recipients of the email.

Group

Members

By Caller Group
  • Caller
  • Caller's cc book
  • Caller's Customer SPOC
  • Caller's Line Manager
  • Caller's Reporting Manager
By Analyst Group
  • Analyst
  • Incident Vendor SPOC
  • Incident Workgroup
  • Incident Workgroup -Additional Owners
  • Incident Workgroup Owner
By DesignationSearch and select the required Designations
By WorkgroupSearch and select the required Workgroups
By User TypeSearch and select the required User Types
By CustomerSearch and select the required Customers
Custom E-mail IDType in required e-mail id
By Custom Attribute

The custom attributes configured in Form Builder for Tenant is displayed here.

The entries specified in the custom attributes in the specific incidents are considered 
as mail recipients and mail is initiated when business rule executes. Earlier Business rule designer 
was configured to initiate email to a configured set of audience. The custom attributes of type 
Text Area, Text Box and Email Id will be listed when user selects Custom attributes option in the To 
and CC sections of Notification designer. Only valid email IDs will be taken as recipients and can receive notification when business rule executes.

CC

Add the recipients to receive a copy of the email that you sent to the people listed in the To: field.

Group

Members

By Caller Group
  • Caller
  • Caller's cc book
  • Caller's Customer SPOC
  • Caller's Line Manager
  • Caller's Reporting Manager
By Analyst Group
  • Analyst
  • Incident Vendor SPOC
  • Incident Workgroup
  • Incident Workgroup -Additional Owners
  • Incident Workgroup Owner
By DesignationSearch and select the required Designations
By WorkgroupSearch and select the required Workgroups
By User TypeSearch and select the required User Types
By CustomerSearch and select the required Customers
Custom E-mail IDType in required e-mail id
Email Subject

Type in the subject.

Note: Use Dollar ('$') and type a character to trigger suggestions for Incident Attributes in Email Subject and Email Body.

Email Body

Type in the body content.

Note: Use Dollar ('$') and type a character to trigger suggestions for Incident Attributes in Email Subject and Email Body.


SMS Notification

To create an SMS notification, perform the following steps:

  1. Under the Notification tab, click ADD NOTIFICATION. The NOTIFICATION pop-up is displayed.

    Note:

    Select Medium as SMS to create SMS notification.



    Figure: NOTIFICATION pop-up

  2. Fill in the required details. For more information, see Field Description.

    Note:

    Use Dollar ('$') and type a character to trigger suggestions for Incident Attributes in Description.

  3. Click SAVE. A new SMS Notification is created and displayed under the Unlinked Notifications section.



    Note

    • Click (Edit) icon to edit the template details as shown above.
    • Click (Delete) icon to delete a template.



  4. Click SAVE AND SELECT to save and select the template under the Notification tab of ACTION section.



  5. Click CANCEL to close the NOTIFICATION pop-up.

    Note:

    Send notification first time: If selected, will send notification only for the first time when the record is updated.

    Send notification every time: If selected, will send the notification every time when the record is updated.

Field Description

The following table describes the fields on the NOTIFICATION pop-up:

Field

Description

Notification NameType in the name for the SMS notification template. 
MediumSelect the medium as SMS to configure SMS notification.
To

Add the main recipients of the email.

Group

Members

By Caller Group
  • Caller
  • Caller's cc book
  • Caller's Customer SPOC
  • Caller's Line Manager
  • Caller's Reporting Manager
By Analyst Group
  • Analyst
  • Incident Vendor SPOC
  • Incident Workgroup
  • Incident Workgroup -Additional Owners
  • Incident Workgroup Owner
By DesignationSearch and select the required Designations
By WorkgroupSearch and select the required Workgroups
By User TypeSearch and select the required User Types
By CustomerSearch and select the required Customers
Custom E-mail IDType in required e-mail id
Message Expiry Time (Mins.) Specify the message expiry time in minutes
DescriptionType in the detailed description.

Search Notifications

You can search notifications using the Search Notifications search box.

Filter By

  • Select All to view both E-mail and SMS notifications.
  • Select E-mail to view only E-mail notifications under the Linked to this Business Rule, Linked to other Business Rules, Unlinked Notifications, and Existing Templates.
  • Select SMS to view only SMS notifications under the Linked to this Business Rule, Linked to other Business Rules, Unlinked Notifications, and Existing Templates.

Linked to this Business Rule

Under this section, you can view the list of notification templates linked to this Business Rule. Also, you can edit and delete the notification templates available under this section.

To edit a notification template, perform the following steps:

  1. Click  (Edit) icon adjacent to template name. The preview of the notification template loads on the right section.
  2. Fill in the required details.
  3. Click SAVE to save only the changes.
  4. Click SAVE AND SELECT to display under Notification tab of ACTION section.
  5. Click CANCEL to close the NOTIFICATION pop-up.

To delete a notification template, perform the following steps:

  1. Click  (Delete) icon  adjacent to template name.
  2. A warning message displayed as shown below.



  3. Click OK to delete the notification template.

Linked to other Business Rule

Under this section, you can view the list of notification templates linked to other Business Rules.

Unlinked Notifications

Under this section, you can view the list of unlinked notifications. These notifications are created but not linked with any business rule.

Existing Templates

Under this section, you can view the existing email notification templates which are configured for the selected Tenant and Module (Incident Management).

  • Incident Transferred
  • Incident Assigned
  • Incident Updated to Pending
  • New Incident Logged (other sources)
  • Incident Updated (other sources)
  • Incident Updated by the Caller (other sources)
  • Incident Review Mail Template To Engineer
  • Closure Mail with Feedback
  • Incident Resolved
  • Incident Updated by the Analyst
  • Incident Updated to Pending
  • New Incident Logged
  • Auto Escalation Email for Pending
  • Custom E-Mail Notification
  • Incident Closed by the Caller
  • Auto Escalation Email for Resolution
  • Auto Escalation Email for Resolution to Analyst
  • Auto Escalation Email for Resolution to Workgroup
  • Manual Escalation
  • Action "REMINDER" for Self, Assigned To, and Other Users
  • Incident Re-Opened by the Caller
  • Incident Updated by the Caller
  • Auto Escalation Email for Resolution to Caller
  • Incident Re-Opened
  • Incident Cancelled
  • Incident Cancelled (Caller/Analyst)
  • Closed Incident Update to Caller (Mail to Ticket)
  • Incident Pending for User Response Reminder
  • Auto Escalation Email for Response
  • Escalation Reassigning Ticket - IM
  • Incident Resolved
  • Incident Resolved (Other Sources)
  • Auto Escalation Email for Pending to Caller
  • Auto Escalation Email for Response to Caller
  • Incident Closed
  • Major Incident Identified (from job)
  • Feedback Reminder
  • Incident Updated by External User
  • Action "REMINDER" for Caller
  • Incident Updated with User Communication
API

ADD API

To add API, perform the following steps:

  1. Under the API tab, click ADD API. The API pop-up is displayed.


    Figure: BUSINESS RULE - ACTION 


    Figure: API pop-up - Body tab

  2. Fill in the required details. For more information, see Field Description.

  3. Click SAVE. A new API is created and displayed under the Unlinked Notifications section.
  4. Click SAVE AND SELECT to save and select the template under the API tab of the ACTION section.
  5. Click CANCEL to close the API pop-up.

Field Description

The following table describes the fields on the API pop-up:

Field 

Description

API Configuration Name

Type in the Name for the API Configuration.

Method

Select the required Method from the drop-down list.

The available methods are:

  • GET - for new request
  • POST - add new data
  • PUT - replace existing data
API Timeout (In seconds)Specify the Timeout in seconds
API URLSpecify the API URL
Params

You can send path and query parameters with your requests using the Params tab.

To send a path and query parameter,

  1. Click the Params tab.
  2. Click  icon to add a new row.
  3. Enter the Key, Value, and Description. 
  4. Slide the toggle button to right- hand side to make this path/query parameter  active.
Authentication

Authentication involves verifying the identity of the client sending a request, and authorization involves verifying that the client has permission to carry out the endpoint operation.

Open the Authorization tab to configure your access details. Select the required Authentication type from the drop-down list.

The available types are:

  • API Key
  • Bearer Token
  • Basic
  • OAuth 2.0
Headers

Some APIs require you to send particular headers along with requests, typically to provide additional metadata about the operation you are performing. You can set these up in the Headers tab. 

Enter any key-value pairs you need and will send them along with your request.

BodyThe Body tab allows you to specify the data you need to send with a request. 
ResponseUnder this tab, you can view the API response.

Linked to this Business Rule

Under this section, you can view the list of APIs linked to this Business Rule. Also, you can edit and delete the APIs available under this section.

Linked to other Business Rule

Under this section, you can view the list of APIs linked to other Business Rules. Also, you can edit and delete the APIs available under this section.

Unlinked APIs

Under this section, you can view the list of unlinked notifications. These notifications are created but not linked with any business rule

Enhanced Notification functionality of Business Rule Designer

The existing Notification designer is enhanced with an option to add recipients via custom attributes.  The entries  specified in the custom attributes in the specific incidents are considered as mail recipients and mail is initiated when business rule executes. Earlier Business rule designer was configured to initiate email to a configured set of audience. The custom attributes of type Text Area, Text Box and Email Id will be listed when user selects Custom attributes option in the To and CC sections of Notification designer.  

The following figure depicts the steps involved. The figure summarizes this enhancement of notification in Business Rule Designer. 

Figure: Notification in BRD enhancement 



ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the BUSINESS RULE configuration page.

SHOW LIST

Click SHOW LIST to display the BUSINESS RULES table showing all the configured Business Rule details for the selected Tenant. 


Figure: BUSINESS RULE LIST Page

You can perform the following actions on the BUSINESS RULES Page.

  1. By clicking the  (Edit) icon, you can edit the business rule order or execution order from the BUSINESS RULES Page.



  2. You can make the specific business rule active or inactive from the BUSINESS RULES Page.

    To inactive a Business Rule, perform the below steps:

    1. Uncheck the check Active check box, a pop-up displayed with a message as shown below.



      Note:

      If the Trigger Type is selected as Schedule, the schedule job is running. Now, if the user attempts to deactivate the business rule or to change the Trigger Type, then the user will be asked to delete the schedule associated with the business rule and the following message is displayed:


      Click Ok to delete the scheduler record.

    2. Click OK to inactive a Business Rule.

      Note:

      To display the inactive business rules, click the Include Inactive check box.


CHANGE HISTORY

Click CHANGE HISTORY to view the changes that occurred on the Business Rule, the user who made the changes, the date and time when the change was made, and also the Old and New values for the Business Rule.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the BUSINESS RULES LIST page.

FILTERS

Click Filters to specify particular filter criteria to display the Business Rules. On clicking the Filters icon, the FILTERS pop-up page is displayed.

Field Description

The following table describes the fields on the FILTERS pop-up:

Field

Description

Module

Select the module.

Action

Select the action. Available options are as following:

  • ALL
  • Update Fields
  • Send Notification
  • API

Created Date

Select the From and To date values.

Created By

Specify the name who has created the business rule.

Updated Date

Select the From and To date values.

Updated By

Specify the name who has updated the business rule.

Execution Order

Specify the execution order.

Search Text

Specify the search text.

Trigger Type

                                              

Select the Trigger type. Available options are as following:

  • ALL
  • Create
  • Update
  • Schedule

Schedule Configured

Select the one of the options. Available options are as following:

  • ALL
  • Configured
  • Not Configured

Note: Schedule Configured option is visible only if Trigger Type is selected as Schedule.

ADD NEW

Click ADD NEW to configure a new Business Rule. 

Notes:

  • End User screen will be frozen when manually escalated, reopened, closed/cancelled

  • Async rule will be processed based on the latest data of the Incident.

  • Admin has to configure the required notifications for the Business Rule. Default notifications applicable for Incident Management module will not be sent.

  • Orchestration call will be triggered for the Incident after business rule processing in case of update fields action.

  • Tenant Settings: Below Tenant configuration checks are applicable for Business Rule Configuration.

    • Enable Manual Incident Cancellation Icon

    • Enable Category Parent Node Selection

    • Enable Classification Parent Node Selection

    • Minimum Symptom Length

    • Description Length

    • Do Not Allow Images in Description

    • Enable Capture of Closure Category

    • Enable Secondary Analyst

    • Minimum Characters for Solution

    • Allow Analyst to Edit Symptom

    • Allow Analyst to Edit Description

    • Additional Information Tab

  • Availability Management related calls for incident creation or updation are not considered for business rule invocation.
  • API calls with reference to UpdateFromTFSToDB are not considered for business rule invocation.

Known Issues

  • CC recipients are not grouped by customer.