Overview of Knowledge Rule Functionality

Knowledge rules perform actions when specified conditions based on Knowledge record fields or events are met. This functionality can be used to automatically:

Change values in the Category, Reviewer, Review Date, and Status fields, as well as in any custom fields
Create an incident or change and apply a template
Send notifications via email, Desktop, and SMS
Execute a configured webhook for posting Knowledge data to a web application

In order for a rule to be evaluated, it must be included in a rule group; rule groups are applied to knowledge entries through category combinations. (A default rule group will apply if none are applicable.)

When a knowledge entry is saved, the matching rule group is first determined. Then, all rules in that matching rule group are evaluated. If a rule’s conditions are met, its actions are performed. A default knowledge rule group will be included in iSupport on installation or upgrade.

Rule Types

On Knowledge Entry Save rules do not incorporate time frames; when a knowledge entry is saved, rules in the associated rule group are evaluated, and if true, their actions are performed.
Time-Based and Time-Based: Cumulative rules incorporate time frames with conditions; when conditions are true upon save of a knowledge entry, the date and time that the interval time frame would be reached is recorded and monitored by the Time-Based Rule agent. If the conditions required to meet the rule do not change before the interval time frame is reached, the agent performs the actions specified. If conditions change prior to the recorded date and time:
Time-Based rules will clear all pending actions and if conditions are met again the time frame will restart.
Time-Based: Cumulative rules will suspend all pending actions and if conditions are met again the time frame will include previous amounts of time in which conditions were met.
Time-Based: Important Dates rules enable you to specify a number of days before or after the value in a specified date field. This type of rule will be evaluated when the defined number of days before or after the value in the specified date field occurs. Actions will be performed if the rule's conditions are met at the time the Time-Based Rule agent runs.