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Incident model business rules

You can define business rules within a specific incident model. The rules run in the incident workflow for incident records based on the selected model. These business rules can be used to make a user option mandatory, hidden, or to control values displayed in the user option fields and any fields in the incident based on the model. You can define the rules to run in connection with one of the following process events:

Process event Description
Before change The rule is executed before the data is updated.
After change The rule is executed after the data is updated.
Rendering forms The rule is executed when a form is opened.
After applying changes The rule is executed after the change is committed.
SLT Event

The rule is executed when the Service Level target duration reaches the 0%, 15%, 30%, 50%, 75%, 90%, or 100% level of the target, as defined by the rule.

For information on defining business rules under the SLT Event process event, see How to add Service Level Target event business rules.

In each process event, you can define the rule to run either before or after the general record business rules.

To add an incident model business rule:

  1. Select the required incident model and select the Rules tab.

  2. Select the required process event and click one of the links to add a rule.

    • Click the button next to Add a rule to run before incident record rules to add a business rule that will run before the general record business rules in this process event.

    • Click the button next to Add a rule to run after incident record rules to add a business rule that will run after the general record business rules in this process event.

  3. Select a rule template and add a business rule. For more information, see How to add a business rule.

  4. When more than one business rule is defined for a process event, you can click in the left margin to display the arrow buttons which enable you to change the order of the rules or to move a rule from before the general record business rules to after or vice versa. Alternatively, you can drag and drop a rule to the desired location.

  5. Click Save icon Save on the toolbar.

Note  

  • If you select a different incident model as the basis for an incident record, the business rules of the new model apply to the incident record.
  • If you modify the business rules of an incident model, existing incident records based on the model are not affected (they retain the original rules of the incident model).

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