Incident Management automation rules rulesets

Article:HOWTO82283  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82283
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Incident Management automation rules rulesets

The Incident Management Process Automation rules consist of rulesets, conditions, and actions. These components let you control your Incident Management process.

See Incident Management Process Automation rules components

See Configuring new automation rules for Incident Management

Rulesets function as triggers that initiate a rule to run. Rulesets are classified as either process event or data event types.

Table: Incident Management rulesets

Ruleset

Description

Event type

OnIncidentReceived

Runs when an incident is created.

Process Event

OnOwnershipChanged

Runs when the ownership of a ticket is assigned or changed to a specific person.

Process Event

OnResolutionVerified

Runs when the affected contact verifies the resolution of an incident.

Process Event

OnTicketAssigned

Runs when an incident is assigned to a Service Queue.

Process Event

OnTicketClosed

Runs when an incident is finally closed .

Process Event

OnIncidentEdited

Runs when a technician edits the details of a ticket.

Process Event

OnTicketPlacedOnHold

Runs when an incident is put on hold.

Process Event

OnTicketRemovedFromHold

Runs when an incident is removed from hold.

Process Event

OnTicketReopened

Runs when a closed incident is reopened.

Process Event

OnTicketResolved

Runs when an incident is resolved.

Process Event

OnVerificationTimeout

Runs if the primary contact does not verify the incident within the verification window.

Process Event

OnAnySlaCompletedLate

Runs when an SLA is complete late: Initial Response or Resolution.

Data Event

OnAnySlaMissed

Runs if an SLA is reached before action is completed: Initial Response or Resolution.

Data Event

ContactAdded

Runs if a contact is added to an incident.

The ruleset is not enabled by default.

Data Event

DocumentAdded

Runs if a document is added to an incident. For example, you add an asset to an incident.

The ruleset is not enabled by default.

Data Event

ProcessReferenceCreated

Runs when a process reference is added to an incident.

The ruleset is not enabled by default.

Data Event

TaskAssignmentCreated

Runs when a subtask is assigned on an incident.

The ruleset is not enabled by default.

Data Event

TaskCompleted

Runs when a subtask on a ticket is completed.

The ruleset is not enabled by default.

Data Event


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