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