Defining criteria for business rules
This topic contains the following information:
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.
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.
Options | Evaluation formula | Example |
---|---|---|
During the previous |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
Voting-related operators
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 |
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