Defining criteria for business rules

The following topics are provided:

As a part of configuring business rules, you must define the criteria (conditions) that determines if and when the rule actions are performed. The list of fields available for use in condition statements includes:

  • All built-in and attribute fields except Category, Color, Image, Item Template Reference, and Work Schedule type fields. For a list of these fields, see Built-in and attribute fields by item type.
  • All custom fields (in a template or created by an Administrator) except Category, Color, Image, Item Template Reference, and Work Schedule type fields.
  • Item-specific conditions: Age, Generic Linking, Keyword, and Linked record that will trigger this rule.

You can create many criteria (not just one or two) but you cannot group them using parentheses. When processing the criteria for a business rule, the AND operator is given precedence.

Example

Criteria of  “A and B or C and D” will be executed as “(A and B) or (C and D)”. This covers most common condition statements such as (A or B) and (C or D) = (A and C) or (B and C) or (A and D) or (B and D).

If you need to define criteria like “(A or B) and (C or D)”, you must enter it as “A and C or B and C or A and D or B and D” to get the result you want.

For detailed instructions on defining rules to perform specific functions, see the topics listed under Configuring business rules.

After upgrading to FootPrints version 12.01.03, the workflow criteria or business rules that contain fields which have the permission set as No for user roles might not work as as it did previously. The field data can be secured completely only by assigning the No field permission for user roles to whom the system administrator does not want to show the field or expose field data. For more information, see the Support Article.

Detailed information is provided as listed below.

Conditions

The following conditions are available for configuring business rules.

BCM condition

The "Has pending advanced actions" condition is available when BCM has been integrated and is used only for Ticket items.

Generic linking conditions

The following conditions are available for Generic Linking type rules:

Any

Every
Participate in

For the Any and Every conditions, operators are selected for applicable fields. "Participate in" means if there is a link to a subtask or another item type, apply the rule.

Make sure to set the trigger to run when a specific update occurs.

Global condition

The following conditions are available for Global rules:

Is equal to

No value

Not equal to

Changed

Any value

Service level target condition

The Elapsed Time % condition is used only for Work Target items and represents the percentage of time that has passed between when time tracking was started for a target and the specified deadline.

Voting-related conditions

The following conditions are available for voting-related rules.

Age of voting

Number of Approvers

Approval Votes Percentage

Number of Rejection Votes

Number of Approval Votes

Rejection Votes Percentage

Linked record that will trigger this rule 

The Linked record that will trigger this rule criteria identifies a specific linked record that triggered a rule.

This criteria applies to the following triggers: 

 On Linked Item Create 

 On Linked Item Delete

 On Linked Item Update

Operators grouped by condition and field type

The operators available for use vary by condition and field type, as listed below.

Age operators

The following operators are allowed for Age conditions.

Is equal to

Greater than or equal to

Not equal to

Less than

Greater than

Less than or equal to

Values can be selected for Days, Hours, and Minutes. You can also select Schedule Type.

Assignment operators

The following operators are available for conditions that include Assignment type fields.

Is equal to

Any value

Not equal to

No value

Boolean operators

The following operators are available for conditions that include Boolean type fields. The options for Single select and Multi-select type fields are slightly different. See Selection field operators.

Is equal to

Changed

Character field operators

The following operators are available for conditions that can include Simple Text, Rich Text, Text area, and Hyperlink type fields. The same operators are available for the Ticket Number and Title fields.

Contains

Not equal to

Begins with

Any value

Ends with

No value

Does not contain

Changed

Is equal to

The following operators are available for conditions that can include Journaling fields (such as Description).

Contains

Not equal to

Begins with

Any value

Ends with

No value

Does not contain

Changed to any

Is equal to

Created by and Updated by operators

The following operators are available for conditions that include the Created by and Updated by fields:

Is equal to

Not equal to

Select Any customer, Any agent, Specific user, or Specific agent.

Date-Time operators

The following operators are available for conditions that include Date-Time type fields such as Created on and Updated on.
When the Exact option is selected, the following operators are available.

After

Is equal to

Any value

No value

Before

Not equal to

Changed


When the Range option is selected, the following operators are available.

Today

Last week

Yesterday

The week before last week

The day after tomorrow

Next week

Tomorrow

The week after next week

The day before yesterday

This month

<day> of this week

Last month

<day> of last week

The month before last month

<day> of next week

Next month

This week

The month after next month


When the Relative option is selected, the following operators are available. A quantity must be selected when you select an operator. The following units of measure are available: minutes, hours, days, weeks, months, and years.

Note

  • When the unit of measurement is selected as Month, each month is considered to have 30 calendar days.
  • When the unit of measurement is selected as Years, each year is considered to have 365 calendar days.

The units for the formula listed in the following table can be in minutes, hours, days, weeks, months, or years.

OptionsEvaluation formulaExample

During the previous

  • TRUE if (Current Date/Time - Duration) < (Field Value) < (Current Date/Time)
  • Field Value must be greater than (Current Data/Time - Duration) and less than (Current Date/Time)
If you select the Relative option as During the previous and specify the duration as 1 year, it means if the current year is 2016, the criteria checks if the value in the field is 2015.

Within the next

  • TRUE if (Current Date/Time) < (Field Value) < (Current Date/Time + Duration)
  • Field Value must be greater then (Current Date/Time) and less than (Current Date/Time + Duration)
If you select the Relative option as Within the next and specify the duration as 2 days, it means if the current day is Wednesday, the criteria checks if the value in the field is Thursday or Friday.

Occurred exactly

  • TRUE if (Current Date/Time - Duration) < (Field Value) < (Current Date/Time - Duration + 1 Duration Unit)
  • Field Value must be greater than (Current Date/Time - Duration) and less than (Current Date/Time - Duration + 1 Duration Unit)
If you select the Relative option as Occurred exactly and specify the duration as 2 hours, it means if the current time is 9:00 A.M., the criteria checks if the value in the field is 7:00 A.M.
Occurs in exactly
  • TRUE if (Current Date/Time + Duration) < (Field Value) < (Current Date/Time + Duration + 1 Duration Unit)
  • Field Value must be greater than (Current Date/Time + Duration) and less than (Current Date/Time + Duration + 1 Duration Unit)
If you select the Relative option as Occurs in exactly and specify the duration as 2 hours, it means if the current time is 09:00 A.M., the criteria checks if the value in the field is between 11:00 A.M. and 12:00 Noon.
Occurred at least
  • TRUE if (Field Value) < (Current Date/Time - Duration)
  • Field Value must be less than (Current Date/Time - Duration)
If you select the Relative option as Occurred at least and specify the duration as once a week, it means if the current day is Monday, the criteria checks if the value in the field is before the next Monday.
Occurs in at least
  • TRUE if (Field Value) > (Current Date/Time + Duration)
  • Field Value must be greater than (Current Date/Time + Duration)
If you select the Relative option as Occurred in at least and specify the duration as 1 day, it means if the current day is Monday, 9:00 A.M., the criteria checks if the value in the field is before the next 24 hours.

Keyword operators

The Keyword condition only allows the "contains" operator.

Lifecycle date operators

The following operators are available for Contract, Service Level Target, Solution, Survey, and Ticket items when a Lifecycle Date is selected. Lifecycle Dates include Date Activated, Date Responded To, Date Resolved, and Date Closed.

Before

Not equal to

After

Any value

Is equal to

No value

Numeric operators

The following operators are available for conditions that can include Long and Real Number fields.

Is equal to

Less than or equal to

Not equal to

Any value

Greater than

No value

Greater than or equal to

Changed

Less than

Priority operators

The following operators are available for conditions that include Priority fields.

Is equal to

Lower than

Not equal to

Changed

Higher than

 

Selection field operators

The following operators are available for conditions that include Single select (such as Status) and Multi-select type fields. The options for Boolean type fields are slightly different. See Boolean operators.

Is equal to

No value

Not equal to

Changed

Any value

The following operators are available for voting-related conditions. These conditions include Age of Voting, Approval Votes Percentage, Number of Approval Votes, Number of Approvers, Number of Rejection Votes, and Rejection Votes Percentage.

Is equal to

Greater than or equal to

Not equal to

Less than

Greater than

Less than or equal to

For the Age of voting field, the following additional operators are available.

Greater than or equal to deadline

Less than deadline

You can select values for the age, and can select a Schedule Type.

Built-in and attribute fields by item type

Numerous fields can be used to define criteria. This topic lists the built-in and attribute fields that may be available, depending on the type of rule, trigger, and so on, that you select. The fields are grouped by type of container.

Only the fields created by the system are listed here. You can also include custom fields that you create.

Address book fields

The fields that can be used in address book containers vary by Item type.

Contact item fields

The following fields can be used from Contact items.

Name

Type

Contact Number

Attribute

Created By

Attribute

Created On

Attribute

Email Address

Built-in

First Name

Built-in

Icon Name

Attribute

Last Name

Built-in

Updated By

Attribute

Updated On

Attribute

Master Contact item fields

The following fields can be used from Master Contact items.

Name

Type

Created By

Attribute

Created On

Attribute

Icon Name

Attribute

Master Contact Number

Attribute

Updated By

Attribute

Updated On

Attribute

CMDB fields

The following fields can be used from CI items.

Name

Type

Asset Id

Built-in

CI Number

Attribute

Created By

Attribute

Created On

Attribute

Criticality

Built-in

Icon Name

Attribute

Name

Built-in

Status

Built-in

Updated By

Attribute

Updated On

Attribute

Version

Built-in

Knowledge base fields

The following fields can be used from Solution items.

Name

Type

Created By

Attribute

Created On

Attribute

Icon Name

Attribute

Popularity

Built-in

Problem

Built-in

Resolution

Built-in

Solution Number

Attribute

Status

Built-in

Updated By

Attribute

Updated On

Attribute

Service portfolio fields

The fields that can be used in service portfolio containers vary by Item type.

Contract item fields

The following fields can be used from Contract items.

Name

Type

Contract (SLA) Number

Attribute

Created By

Attribute

Created On

Attribute

Description

Built-in

Icon Name

Attribute

Name

Built-in

Updated By

Attribute

Updated On

Attribute

Service item fields

The following fields can be used from Service items.

Name

Type

Created By

Attribute

Created On

Attribute

Description

Built-in

Icon Name

Attribute

Name

Built-in

Request Template

Built-in

Service Number

Built-in

Updated By

Attribute

Updated On

Attribute

Service level target item fields

The following fields can be used from Service Level Target (SLT) items.

Name

Type

Based on Schedule

Built-in

Created By

Attribute

Created On

Attribute

Fulfillment Threshold (%)

Built-in

Icon Name

Attribute

Name

Built-in

Notification Threshold (%)

Built-in

Service Level Target Number

Attribute

Target Type

Built-in

Target Unit

Built-in

Target Value

Built-in

Trigger Date

Built-in

Updated By

Attribute

Updated On

Attribute

Work target item fields

The following fields can be used from Work Target items.

Name

Type

Based on Schedule

Built-in

Created By

Attribute

Created On

Attribute

Icon Name

Attribute

Notification Threshold (%)

Built-in

On Hold Started

Built-in

On Hold Time

Built-in

State

Built-in

Target Date

Built-in

Target Type

Built-in

Target Unit

Built-in

Target Value

Built-in

Trigger Date

Built-in

Updated By

Attribute

Updated On

Attribute

Work Target Number

Attribute

Workspace fields

The fields that can be used in workspace containers vary by Item type.

Asset item fields

The following fields can be used from Asset items.

Name

Type

Added By

Built-in

Asset Number

Attribute

Date Added

Attribute

Device Id

Built-in

Device Manufacturer

Built-in

Device Model

Built-in

Device Name

Built-in

Device User

Built-in

Domain/Workgroup

Built-in

Drive Capacity

Built-in

Free Space

Built-in

Icon Name

Attribute

IP Address(s)

Built-in

Last Updated

Attribute

MAC Address(s)

Built-in

Network Adapter

Built-in

Operating System

Built-in

Operating System Version

Built-in

Physical Memory

Built-in

Processor

Built-in

Purchase Cost of Asset

Built-in

Service Start Date

Attribute

Service Tag/Serial Number

Built-in

Support Expiration Date

Attribute

Support Provider

Built-in

Support Provider Phone

Built-in

Total Disk Space

Built-in

Total Memory

Built-in

Video Controller

Built-in

Warranty Expiration Date

Attribute

Survey item fields

The following fields can be used from Survey items.

Name

Type

Created By

Attribute

Created On

Attribute

Icon Name

Attribute

Survey Number

Attribute

Updated By

Attribute

Updated On

Attribute

Ticket item fields

The following fields can be used from Ticket items.

Name

Type

Assignees

Built-in

Created By

Attribute

Created On

Attribute

Description

Built-in

Global

Attribute

Icon Name

Attribute

Priority

Built-in

Status

Built-in

Ticket Number

Attribute

Title

Built-in

Updated By

Attribute

Updated On

Attribute

Next step

Defining actions for business rules

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Comments

  1. Roger Feese

    There needs to be more explanation of how the Date/Time "relative" option criteria work, especially in relation to Work Schedules. We don't have enough information to build business rules with this type of criteria.

    May 11, 2020 10:55
  2. Dov Kaiser

    Hi, Roger. Thank you for contacting us. We have forwarded your input to the writer who is responsible for this content.

    May 12, 2020 01:08