Overview of Problem Rule Functionality

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

• Change values in the Assignee, Category, Impact, Priority, Publish to mySupport, Status, and Urgency fields,as well as any custom fields
• Send notifications via email, Desktop, and SMS
• Execute a webhook for posting Problem 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 problems through category combinations. (If no rule group is associated with a category combination, the default rule group will be applied.) See Configuring Rule Groups for more information.

 When a problem 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 problem rule group will be included in iSupport on installation or upgrade, and upgrades will convert previously configured Problem notifications into rules in the default rule group.

Rule Types

• On Problem Save rules do not incorporate time frames; when a problem 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 problem save, 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.

  

• If a date or date/time custom field is created for problems, 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.

  

Enable the Time-Based Rules agent on the Agents tab in the Rules opening screen.

Note: If you change a condition, time interval, or time value in an existing time-based rule and interval timers are in process for any records associated with it, the timers will be reset.