Defining actions for business rules
FootPrints allows you to define different actions for your business rules. The system filters the list of available actions based on the type of item, the selected rule type, and the selected trigger.
After upgrading to FootPrints version 12.01.03, the workflow criteria or business rules that contain fields with the permission set to No for user roles might not work as they 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.
A Time-based business rule with any of the following actions does not cause an update to a record:
- Send email to
- Send Survey email
- Execute pending Advanced Action in BMC Client Management
- Broadcast message
- Write to Log
- Set color of record
If a user is editing a ticket when a Time-based rule is executed for any of the above actions, they will not receive a message that the ticket has been updated.
The following table lists the supported actions and provides detailed information about using those actions.
No additional steps.
Note: Broadcast messages are not sent or displayed for records that are in any of the Closed statuses, even if you configure a specific business rule to send broadcast messages for these types of records. To notify users when a record is resolved, ensure that you have one or more Resolved statuses in your lifecycle. Then, you can create a rule of any of the Resolved statuses instead of the Closed statuses. Broadcast messages are sent each time a business rule specific to a broadcast message is triggered. If the business rule is configured to trigger on every update of a record, a broadcast message will be sent on every record update.
Calculate field value
Change assignment of itemName
This action may be named Change assignment of Ticket, Change assignment of Solution, and so on, depending on the container where you are creating the business rule.
Change field visibility
You can hide certain fields at specific points in the ticket lifecycle or hide fields on subtasks that are needed on Master Tickets. This option is safe to use when the field is not part of a dependency or another business rule.
Note: A field that is set to Hidden at the field level by default can never be made visible by a rule. The only way that a rule can make a field visible is if the field visibility was previously changed to Hidden by the actions of another rule.
Create new record
No additional steps.
This action may be named Delete Ticket, Delete CI, and so on, depending on the container where you are creating the business rule.
This action is useful when you want to use a rule to delete a ticket from the first workspace when the ticket is moved to a new workspace. Make sure that the Delete Ticket action occurs after all required activity has occurred on the ticket (such as changing the Status to Closed).
Note: This action is only available for the After Save and Copy/Move rule types.
Execute external action
|Execute pending Advanced Action in BMC Client Management|
No additional steps.
This action is an integration with BMC Client Management (BCM) and causes any pending actions (in BCM) that are assigned to the current ticket to be executed.
|Link Existing Record|
For items that already have a relationship, select fields the system will search for matching values and then create links to the found records when the originating ticket is saved.
Send email to
Send Survey email
Click Configure to determine how the survey will be sent, and to which addresses and groups. This action is used only for workspaces.
Set color of itemName
This action may be named Set color of Ticket, Set color of Solution, and so on, depending on the container where you are creating the business rule.
Perform any of the following actions:
Set field value
In the Method list, select an appropriate option and depending on the selected option, perform any of the following actions:
Note: If you selected an On Linked trigger for this rule, you can select two additional options—Copy field value from linked and Copy all fields from linked.
Show message on screen
Write to log
Enter the message that should be written to the log.