Configuring Incident Rules Based on Customer

What's New? 

In the existing functionality, rules were defined as part of Incident rules configuration and these rules could be accessed by any user Irrespective of which Customer the user belonged to. For more information see, Configuring Incident Rules.

We have Introduced Customer based rules, where the rules feature is enhanced, so that the rules can be defined specific to the customers configuring them. 

In an MSP (Multi-Tenant scenario), each tenant/Department is treated as a customer, and they are provided specific services. In the existing system, there were certain categories specific to customer, so that only that customer has access to those categories. As an Extension to that, Certain users are mapped to these customers, and it makes sense to restrict Incident rules specific to customers only. Hence, we have added this new feature to restrict the Incident rules based on Customer.  

Example: if a User John is mapped to a Customer Acme and wants to create a Rule to modify an Incident which is mapped to the customer Acme, in that case only those rules which are mapped to customer Acme should be visible to the User John. 

Salient Features  

• Ability to Configure Incident rules based on Customer. 
   
• Enable Data Security by restricting Customers from viewing rules which are not mapped to that customer. 
   
• Reduce time & effort by having the ability to configure customer specific Rules.    
  
  

Configure Incident Rules based on Customer 

To Configure a rule based on Customer, perform the following steps:  

1. Navigate to Incident > Configuration > Others > Rule > Select the desired Tenant.
   Rule List Page is displayed.
   
   
   Figure: Rule List Page.
   
   
2. Click ADD NEW.
   Rule Configuration page is displayed. 
   
   
   Figure: Incident Rule based on Customer. 
   
   
3. Select a Rule Name > Select the desired Tenant > Select Customer from dropdown as All Customer. 
   
   

4. Select Category. 
   
   

   The highlighted category indicates those categories that are mapped to a customer and ones not highlighted are those which are not mapped to any specific customer. 

   The Admin can configure the rule in a number of ways as shown below, 

   Case 1: As an Admin, you can configure a rule by selecting a category that is not mapped to any customer as shown below. 
   
   
   Figure: Category not mapped to any Customer.  
   
   Case 2: Rules Configured with Category mapped to Specific Customer.
   
   
   Figure: Category Mapped to Customer.  
   
   
   

To Configure a rule based on specific Customer, perform the following steps:  

1. Navigate to Incident > Configuration > Others > Rule > Select the desired Tenant.
   Rule List Page is displayed.
   
   
   Figure: Rule List Page.
2. Click ADD NEW.
    Rule Configuration page is displayed. 
   
   
   
   Figure: Incident Rule based on Customer.  
   
   
3. Select a Rule Name > Select the desired Tenant > Select Customer from dropdown as All Customer. 
   
   

   Category Population Logic 

    
   Case 1: Configuring a rule when only a single customer is mapped to the rule.
   
    
   

    Figure: Configuring rule when single customer is mapped.  
    
   All the categories that are mapped to ACME 1 (selected Customer) along with all the unmapped categories will appear in the category selection tree-view. Here, VLAN Access, Customer VPN are only mapped to ACME 1 (Customer) and all other are not mapped to any customer.  
   
   
   
   Figure: Category Mapping when single Customer is selected.
   
   
   Case 2: When Multiple Customers are selected (Both Customers Mapped to Specific category)
   
   
   

   Figure: Configuring rule when Multiple customers are selected.  

   All the categories that are commonly published to the selected customer along with the unmapped categories will appear in the category selection tree view. 

    

    Example

   There are two Customers, ABB & Accenture PRJ mapped to certain Categories as shown below:  
   
   

   ABB	Accenture PRJ	ABB & Accenture PRJ is selected while creating rule
   Customer VPN	Wireless Network	Customer VPN & Network + Unmapped Categories
   Firewall	Port Change
   Network	Customer VPN
   Configuration	Network

   
   Since Customer VPN & Network are commonly mapped categories to both customers selected to the rule, hence these along with the other unmapped categories will appear in the Category Tree view.  

   
   

   Case 3: When Multiple Customers are selected (one customer is mapped to a category and other is not mapped to any category) 

   
   

   In the following case only 1 Customer is mapped to a category and the other is not mapped to any category. 
   
   

    Example

   One Customer has not been mapped to any Category (ABB) & the other (Accenture PRJ) is mapped to few categories. 
   
   

   ABB	Accenture PRJ	Customer ABB & Customer Accenture PRJ is selected while creating rule
   All Categories	Customer VPN	Customer VPN + Un-mapped Categories
   	Firewall	Firewall
   	Router	Router
   	Port Change	Port Change

   
   

   Here the categories which will appear are the Customer VPN + Unmapped Categories along with Firewall, Router and Port Change.  

   
   

   
   

   
   

   Case 4: When Multiple Customers are selected (Customer is not mapped to any category) 

   As an Admin, you can configure the rule when multiple customers are selected, however, no customers are mapped to a category.  
   
   
   

   Figure: Configuring rules when Multiple customers are selected. (Customer is not mapped to any category)
   
   

   In this case there is no filtering/restriction on the category tree view and all the category in the tree view will be showcased. 

   
   

   Rule Population Logic 

   Here are some example use cases to showcase the possibilities that occur based on rule mapping and category mapping. 
   
   

    Example Use Cases

   Sl No	Case	Output	Test Data	Output Data
   1	Rule Created for all customer	Possibility - 1 1. When Rules are mapped to all the customer and this rule is created with a category that has not been mapped to any customer 2. Then this rule is accessible to any customer irrespective of the customer they are mapped to. 3.Also, the resulting incident will be created with all the parameters based on which the rule is configured 4.This is As-Is functioning of the rule	Rule Name: All customer rule with unmapped category.  Symptom: Mouse not working. All customer rule with unmapped category Rule created for category:  Network Category mapped to Customer: Unmapped Users User: John Smith User mapped to Customer: ABB	Rule should be accessible to the user John, and category get populated while creating the rule.
   		Possibility 2 1. When Rules are mapped to all the customer and this rule is created with a category that has been mapped to a customer (ABB). 2.Then this rule is accessible to any customer irrespective of the customer they are mapped to (As rule is mapped to all customers).  3.Now considering this rule was access by a caller/Requestor who is belonging to customer ABB (Any customer other than customer ABB).  4. The resulting incident will be created with a blank category (As the category is mapped to customer ABB however, all other parameters in the incident will be retained as per rule.	Rule Name: All customer rule with mapped category.  Symptom: Keyboard not working. All customer rule with mapped category.  Rule created for category:  IT-Laptop Category mapped to customer: ABB Users User: John Smith User mapped to Customer: Accentrix	Rule should be accessible to the user John Smith, however category will not get populated while creating the rule
   		Possibility 3 1. When Rules are mapped to all the customer and this rule is created with a category that has been mapped to a customer (Customer ABB).  2. Then this rule is accessible to any customer irrespective of the customer they are mapped to (As rule is mapped to all customers).  3. Now considering this rule was access by a caller/Requestor who is belonging to customer ABC.  4. The resulting incident will be created with all parameters as per the rule including the parameter.	Rule Name: All customer rule with mapped category.  Symptom: Keyboard not working. All customer rule with mapped category Rule created for category:  IT Laptop Category mapped to customer: ABB Users User: William User mapped to Customer: ABB	Rule should be accessible to the user William, category will populate with all other rule parameters.
   2	Rule is mapped to specific customer/s	Possibility 1 1.When Rules is mapped to customer (ABB) only.  2. Only those categories which are mapped to customer ABB + unmapped categories will appear to create rules.  3. This rule is accessible to any users mapped to customer ABB.   4.Plus, the resulting incident will be created with all the parameters based on which the rule is configured. 5. However, the rule is not accessible for any user who is mapped to other customer other than customer ABB, even if the keywords match of that of rule.	Rule Name: All customer rule with mapped category Symptom: Monitor not working. Rule mapped to only summit. Rule created for category:  - IT - Hardware Category mapped to customer: ABB Users User: John Smith User mapped to Customer: ABB User: William User mapped to Customer: Accentrix	Rule should be accessible to the user John Smith, category will populate with all other rule parameters. William should not be able to access the rule
   		Possibility - 2 1. When Rules is mapped to multiple customers, for instance Customer A & Customer B.  2. Both the customers are mapped to specific rules.  3. Only those categories which are common to customer A & customer B + all unmapped categories will appear to create rules.  4.This rule is accessible to any users mapped to either customer A or Customer B.  5. Plus, the resulting incident will be created with all the parameters based on which the rule is configured.  6. However, the rule is not accessible for any user who is mapped to other customer other than customer A or Customer B, even if the keywords match of that of rule. (As this rule is restricted only to customer A  & Customer B)	Rule Name: ABB, Accentrix Rule Symptom: Battery not working. Rule created for category:  - IT-Laptop Category mapped to customer: ABB, Accentrix Users User: William User mapped to Customer: ABB User: Christie User mapped to Customer: Accentrix	Rule should be accessible to the user William, category will populate with all other rule parameters. Christie should not be able to access the rule
   		Possibility 3 1. When Rules is mapped to multiple customers, for instance Customer A & Customer B.  2. However, Customer A is not mapped to any category, but customer B is mapped to specific category.  3. Now, only those categories that are mapped to Customer B & Unmapped Categories will be listed in category tree view while creating rule.  4. Rule is created with an Unmapped Category.  5. This rule is accessible to any users mapped to either customer A or Customer B.     i. If Rule is accessed by User Belonging to Customer A (Who is not mapped to Any category).     ii. incident will be created with all the parameters based on which the rule is configured.    iii. Rule is accessed by User Belonging to Customer B (mapped to specific categories).     iv. incident will be created with all the parameters based on which the rule is configured	Rule Name: Accentrix Dbt Rule Symptom: Touch pad not working.  Rule created for category:  -  IT-Laptop.  Category mapped to Customers: Unmapped Rule created with Customers: Accentrix, Developer & Build Team Users User: John Smith User mapped to Customer: Accentrix User 2: Singh S User mapped to Customer:Developer & Build Team User 3: William User mapped to Customer: ABB	Rule should be accessible to the users John Smith and Singh S, category will populate with all other rule parameters. William should not be able to access the rule
   		Possiblity 4 1. Rule is created with a mapped Category (Mapped to Customer B).  2. This rule is accessible to any users mapped to either customer A or Customer B.      i. If Rule is accessed by User Belonging to Customer A (not mapped to Any category).      ii. incident will be created; however, incident is created without category populated in the incident details (As this rule is created with category not mapped to customer A).      iii. Rule is accessed by User Belonging to Customer B (mapped to specific categories).      iv. incident will be created with all the parameters based on which the rule is configured.  4. However, the rule is not accessible for any user who is mapped to other customer other than customer A or Customer B, even if the keywords match of that of rule. (As this rule is restricted only to customer A & Customer.	Rule Name: Accentrix Dbt Rule mapped.  Symptom: Headphone not working Rule created for category:  - Hardware Category mapped to Customers: Accentrix Rule created with Customers: Accentrix, Developer & Build Team Users User 1: John Smith User mapped to Customer: Accentrix User 2: Singh S User mapped to Customer:Developer & Build Team  User 3: William User mapped to Customer: ABB	Rule should be accessible to the user John Smith, category will populate with all other rule parameters. Rule should be accessible to the user Singh S, category will not populate. William should not be able to access the rule
   		Possiblity 5 1. When Rules is mapped to multiple customers, for instance Customer A & Customer B.  2.Both the customers are not mapped to any category.  3. Hence, all categories are populated for creation of rule. 4.Rule is created with any of the above category.  5. This rule is accessible to any users mapped to either customer A or Customer B.  6. Plus, the resulting incident will be created with all the parameters based on which the rule is configured.  7. However, the rule is not accessible for any user who is mapped to other customer other than customer A or Customer B, even if the keywords match of that of rule. (As this rule is restricted only to customer A & Customer B)	Rule Name: Unmapped Customer Rule.  Symptom: Speaker not working. Customer Rule Rule created for category:  - IT-Laptop Category mapped to Customers: Unmapped Rule created with Customers: test_Support, Developer & Build Team Users User 1: Singh S User mapped to Customer:Developer & Build Team User 2: John Smith User mapped to Customer: Accentrix	Rule should be accessible to the user Singh S, category will populate with all other rule parameters. John Smith should not be able to access the rule