Defining rules for sending SLM notifications

You can define rules for sending email notifications to assignees when response and resolution contract terms are breached or in danger of being breached. To configure this action, you need a field to serve as a flag that notification should be sent and two business rules: one in the work target and one in the ticket.

The following topics are provided:

Prerequisites

In the related service portfolio, if using the State field and Set State to Breached rule created by default are not sufficient for your purposes, create an additional Boolean type field in a Work Target item to serve as a flag to indicate the elapsed time has reached the notification threshold. If you are creating this field, a new ticket-rule should be created to have the email sent when this work target flag is set.

If you plan to use email templates with this rule, make sure to create them before proceeding. For more information, see Configuring email templates.

To define a rule for identifying breach issues

This rule is defined in the work target related to the ticket.

1. Open the work target item where you want to define the rule:

   1. Click the Administration tab.

   2. In the Service Portfolios section, click service portfolio, or click Manage to open the Service Portfolio Administration page. Then double-click the service portfolio.
      The container details page appears.

   3. In the left pane, click Record Definitions.
   4. Double-click the Work Target 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 After Save Rule.
   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 the work schedules defined for this container.
7. In the Triggers section:
   1. Click Add New Trigger.
   2. In the Available triggers field, select Time based.
   3. In the Frequency field, select Check every x minutes.
   4. In the minutes fields, select 15 or a similar value for checking for breached work target thresholds.
   5. Click Create.
8. In the Criteria section:
   1. Create criteria for the identifying the breach:
      
      1. Click Add New Condition.
      2. In the first field, select Elapsed Time %.
      3. In the Condition field, select greater than or equal to.
      4. In the Field Variables field, select Notification Threshold (%) and click Insert.
         The Value field is updated to show the selected field.
      5. Click Create.
   2. Create criteria for including only work targets in a specific state:
      1. Click Add New Condition.
      2. In the operator field, select AND.
      3. In the first field, select State.
      4. In the Condition field, select equal to.
      5. In the Value field, select Pending.
      6. Click Create.
9. In the Actions section:
   
   1. Click Add New Action.
   2. In the Action and Method fields, select Set field value.
   3. In the next field, select the notification flag field that you created earlier.
   4. In the Value field, select True.
   5. 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.

To define a rule for sending breach notifications

This rule is defined in the ticket related to the work target.

1. Open the ticket item where you want to define the rule:

   1. Click the Administration tab.

   2. In the Workspaces section, click the workspace, or click Manage to open the Workspace Administration page. Then double-click the workspace.
      The container details page appears.

   3. In the left pane, click Record Definitions.
   4. Double-click the Ticket 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 Email Notification Rule.
   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 the work schedules defined for this container.
7. In the Triggers section:
   1. Click Add New Trigger.
   2. In the Available Triggers field, select On Linked Item Update.
   3. In the Link Type field, select Ticket/Work Target: Work Target.
   4. Click Create.
8. In the Criteria section:
   1. Click Add New Condition.
   2. In the first field, select Generic Linking.
   3. In the Condition field, select Any.
   4. In the Link Type field, select Ticket/Work Target: Work Target.
      Additional fields appear for defining the required subcondition.
   5. In the first field, select the notification flag field that you created earlier.
   6. In the Condition field, select equal to.
   7. Select the Value check box..
   8. Click Create.
      The subcondition settings are saved.
   9. Click Create again.
9. In the Actions section:
   1. Click Add New Action.
   2. In the Action field, select Send email to.
   3. In the Recipient fields, select Assignees and then select or enter any other interested parties (additional recipients such as assignee's supervisor or managers).
   4. (Optional) In the Email Template field, select a template.
   5. (Optional) In the Importance field, select a delivery importance level.
   6. 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