Defining rules for updating tickets based on specific field values

You can define rules that perform actions on tickets based on the contents of specific fields in the tickets. The instructions below create a rule that updates the description of any ticket whose title includes "password" when the ticket is updated.

To define a rule for updating tickets based on specific field values

  1. Open the item where you want to define the rule:
    1. Click the Administration tab.
    2. In the appropriate section, click the container that you want to modify or click Manage to open the container Administration page. Then double-click the container.
      The container details page appears.
    3. In the left pane, click Record Definitions.
      The Items page appears. 
    4. Double-click the item that you want to modify.
      The Item details page appears.
  2. In the left pane, click Business Rules.
    Icons for the rules associated with this item appear in the right pane.
  3. Click New Business Rule and select the appropriate rule type.
    The Rule Builder page appears. For detailed information about configuring different types of rules, see Types of business rules.
  4. In the Business Rule Name field, enter a descriptive name for this rule.
  5. (Optional) In the Description field, type a useful description.
  6. In the Business Rule Schedule field, accept the default of Run Any Time, or select from custom schedules defined for this container.
  7. In the Triggers section:
    1. Click Add new trigger.
    2. In the first field, select After save, and then select On Update.
    3. Click Create.
  8. In the Criteria section:
    1. Click Add new condition.
    2. Select the field to which you want to apply the rule (in this case, Title).
    3. Accept the default of contains, or select is equal to.
    4. In the Value field, enter the value that you want the rule to use.

      For this example, enter "password".

    5. Click Create.
  9. In the Actions section:
    1. Click Add new action.
    2. In the Action field, select the action that you want performed.
      For this example, select Set field value.
    3. Fill in the other fields as needed.
      For this example, in the Method field, select Set field value; select Priority and select 3 in the Value field.
    4. Click Create.
  10. Click Save.
  11. Publish the container to implement your changes:

    1. In the breadcrumb trail, click the container link.

    2. Click Save and Publish.

      A confirmation message appears.

    3. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

Related topics

Configuring business rules

Managing business rules

Deleting business rules

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