Defining rules for linking a record with a user contact

When a user creates a record, you can define a business rule to link the existing records of a contact in an address book. After you upgrade to version 20.18.02, when you create a workspace by using a business process template, this business rule is configured as out-of-the-box. You must configure the business rule manually to ensure that the records are linked to the contacts for the existing workspaces created from a business process template. From the workspace items that are created by using the IT Service Management (ITSM) template, you can link a contact only to the Incident, Problem, and Service Request type items.


Before you define the rule, ensure ensure that the following conditions exist::

  • The workspace item and the address book both contain the User ID field.
  • The User ID field is included only in the Agent Web form.
  • The Agent Web form includes the User ID field as a linked field in the Contacts section.

To define a rule that links a record with a user contact

  1. Open the item for which you want to create the rule:
    1. Click the Administration tab.
    2. In the Workspace section, perform one of the following options:
      • Click the container that contains the item that you want to modify.
      • Click Manage to open the container Administration page and then double-click the container.
    3. On the Record Definition tab, double-click the item that you want to modify.
  2. In the left pane of the Item details page, click Business Rules.
  3. Click New Business Rule, and select After Save Rule.
  4. In the Rule Builder page, in the Business Rule Name field, type a descriptive name for this rule.
  5. (Optional) In the Description field, type a description that explains a purpose of this rule.
  6. (Optional) In the Business Rule Schedule field, accept the default value of Run any time or select any work schedule configured for this container.
  7. In the Triggers section, perform the following actions:
    1. Click Add Trigger.
    2. In the Trigger field, select After Save and then select the checkbox On Create.
    3. Click Create.
  8. In the Criteria section, perform the following actions:
    1. Click Add New condition. In the first field, select Created By.
    2. In the Condition field, select equal to.
    3. In the Value field, select Any customer.
    4. Click Create.
  9. In the Actions section, perform the following actions:
    1. Click Add New Action.
    2. In the Action field, select Link Existing Record.
    3. In the Link type field, select Ticket/Contact: Contact.
    4. In the Target Record Type field, select Address Book/Contact.
    5. In the Field in linked record field, select User ID.
    6. In the Field in this Record field, select User attribute/User ID.
    7. In the Condition field, select equal to.
    8. In the What to do if multiple records are found field, select Link 1st found record.
    9. Click Create.
  10. Click Save.
  11. To implement your changes, in the breadcrumb trail, click the container link and then click Save and Publish.

Related topics

Business process templates

Configuring business rules

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