Incident Management automation rules conditions

Article:HOWTO82284  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82284
Article Type
How To


Subject


Incident Management automation rules conditions

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

Conditions determine when an action should occur. You can add multiple conditions to a rule.

Table: Ruleset conditions

Condition

Description

Condition availability

Affected Assets

Options:

  • If any assets are attached to an incident

  • If specific assets are attached to an incident

All rulesets

Affected Business Service

If a specific service is attached to an incident

All rulesets

Affected Departments

Options:

  • If an affected department is set

  • If a specific department is set

All rulesets

Affected Location

Options:

  • If an affected location is set

  • If a specific location is set

All rulesets

Affected User

Options:

  • If the affected user is also the submitter

  • If the affected user is in a specific group

  • If the affected user is a VIP

  • If the affected user is a specific user

All rulesets

Any

Runs the rule on all incidents

All rulesets

Classification

Options:

  • Runs the rule on all incidents

  • If an Incident has been classified If a specific classification is set

  • If a specific subclassification is set

All rulesets

Contacts

Options:

  • If a contact exists

  • If a contact on the incident is part of a specific group

  • If a contact on the incident is a specific contact

All rulesets

Impact

Options:

  • If an impact is set

  • If a specific impact is set

All rulesets

Incident Description

Options:

  • If the descriptions contains text

  • If the description starts with text

All rulesets

Incident Title

Options:

  • If the title contains text

  • If the title starts with text

All rulesets

Priority

Options:

  • If a priority is set

  • If a specific priority is set

All rulesets

Process Name

Options:

  • If the process name contains text

  • If the process name starts with text

  • If the process name is a specific text

All rulesets

Random

Random pass based on a target % between 0 and 100

All rulesets

Request Channel

Options:

  • Incident is created from the service catalog

  • Incident is created from the Technician Page

  • Incident is created from an Email

  • Incident is created from a Custom entry point

All rulesets

SLA Exists

Options:

  • SLA Exist for Milestone: Initial Response or Resolution.

  • A specific SLA exist

All rulesets

SLA Status (by Escalation)

Options:

  • If it is completed late for a specific milestone

  • If late for a specific milestone

  • If it is satisfied for a specific milestone

  • If working for a specific milestone

All rulesets

SLA Status (by Level)

Options:

  • If it is completed late for a specific SLA level

  • If late for a specific SLA level

  • If it is paused for a specific SLA level

  • If it is satisfied for a specific SLA level

  • If working for a specific SLA level

All rulesets

Urgency

Options:

  • If an urgency is set

  • If a specific urgency is set

All rulesets

SLA Type

Is set to a specific type

OnAnySlaCompletedLate

OnAnySlaMissed

Comment

Options:

  • Added comment contains text

  • Added comment starts with text

  • Added comment is specific text

CommentAdded

Commenter

Is a specific user

CommentAdded

Contact

Options:

  • Added contact is primary contact

  • Added contact is VIP

  • Added contact is specific user

ContactAdded

Contact Location

Options:

  • Added contact location contains text

  • Added contact location starts with text

  • Added contact location is specific text

ContactAdded

Attachment Name

Options:

  • Added document name contains text

  • Added document name starts with text

  • Added document name is specific text

DocumentAdded

Attachment Size

Options:

  • Added document is larger than KB

  • Added document is smaller than KB

DocumentAdded

Process Reference Type

Added process reference is a specific type

ProcessReferenceCreated

Process Reference URL

Options:

  • Added process reference URL contains text

  • Added process reference URL starts with text

  • Added process reference URL is specific text

ProcessReferenceCreated

Child Process Name

Options:

  • Added child process name contains text

  • Added child process name starts with text

  • Added child process name is specific text

ProcessRelationshipCreated

Child Process ServiceID

Options:

  • Added child process Service ID contains text

  • Added child process Service ID starts with text

  • Added child process Service ID is specific text

ProcessRelationshipCreated

Process Relationship Name

Options:

  • Added process relationship name contains text

  • Added process relationship name starts with text

  • Added process relationship name is specific text

ProcessRelationshipCreated

Task Assignee

Options:

  • New task assignee contains text

  • New task assignee starts with text

  • New task assignee is specific text

TaskAssignmentChanged

Task Name

Options:

  • New task name contains text

  • New task name starts with text

  • New task name is specific text

TaskAssignmentChanged

TaskCreated

TaskCompleted

Task Priority

Options:

  • New task priority contains text

  • New task priority starts with text

  • New task priority is specific text

TaskAssignmentChanged

TaskCreated

TaskCompleted


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