Business Rule Configuration for IM Tahoe

RULE DEFINITION

Name

Type in a name for the business rule.

Description

Type 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

Active

If selected, the Business Rule becomes active.

TRIGGER

Module

Select 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 

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

To Ungroup Conditions, click 

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 

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:

Open

Delete Fields

You can delete an update field row by clicking on the 

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: