Create outbound rules

The following screen shot shows an example outbound rule configuration for a Case Exchange integration.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

The following table provides example outbound rules that work in the out-of-box Service Manager system. You may modify these rules according to the workflow in your system.

Note When you create a Rule Set for Incident exchange, set the Table name field to probsummary.

Condition (RAD expression)	Event
assignment in $L.file="<assignment group>" and problem.status in $L.file isin {"Pending Customer", "Pending Vendor"} and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.getExternalID",number in $L.file)=""	Create
(not same(problem.status in $L.file, problem.status in $L.file.save) or $apm.activity isin {"Communication with customer","Communication with vendor"}) and not ( problem.status in $L.file isin {"Rejected","Resolved","Closed"}) and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.isExternalActive","probsummary",number in $L.file)=true	Update
not same(problem.status in $L.file, problem.status in $L.file.save) and problem.status in $L.file isin {"Resolved","Closed"} and resolution.code in $L.file~="Request Rejected" and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.isExternalActive","probsummary",number in $L.file)=true	Resolve
not same(problem.status in $L.file, problem.status in $L.file.save) and problem.status in $L.file isin {"Rejected","Resolved","Closed"} and resolution.code in $L.file="Request Rejected" and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.isExternalActive","probsummary",number in $L.file)=true	Reject
(sysmoduser in $L.file="<smis_scheduler_name>")	Acknowledge

Condition (RAD expression)

Event

assignment in $L.file="<assignment group>" and problem.status in $L.file isin {"Pending Customer", "Pending Vendor"} and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.getExternalID",number in $L.file)=""

Create

(not same(problem.status in $L.file, problem.status in $L.file.save) or $apm.activity isin {"Communication with customer","Communication with vendor"}) and not ( problem.status in $L.file isin {"Rejected","Resolved","Closed"}) and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.isExternalActive","probsummary",number in $L.file)=true

Update

not same(problem.status in $L.file, problem.status in $L.file.save) and problem.status in $L.file isin {"Resolved","Closed"} and resolution.code in $L.file~="Request Rejected" and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.isExternalActive","probsummary",number in $L.file)=true

Resolve

not same(problem.status in $L.file, problem.status in $L.file.save) and problem.status in $L.file isin {"Rejected","Resolved","Closed"} and resolution.code in $L.file="Request Rejected" and sysmoduser in $L.file~="<smis_scheduler_name>" and jscall("CaseExchangeExternalReferencesDAO.isExternalActive","probsummary",number in $L.file)=true

Reject

(sysmoduser in $L.file="<smis_scheduler_name>")

Acknowledge

For more information about the getExternalID and isExternalActive functions, see Functions used in rule conditions.

For more information about how to create Rule Sets, see the following topics: