Incident Management automation rules actions

Article:HOWTO82285  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82285
Article Type
How To


Subject


Incident Management automation rules actions

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

Actions are the result of a rule when the conditions are met. You can add multiple actions to a rule.

Table:

Action

Description

Action availability

Add Contact

Adds a contact to the incident and defines contact information.

Options:

  • Define Contact Type.

  • Define Is Primary.

  • Define User.

All rulesets

Do Nothing

Take no action

All rulesets

Grant Ticket Access

Sets the permissions for the ticket

Options:

  • Set Can Administrate

  • Set Can Edit

  • Set Can View

Grants access to ticket

Options:

  • To User

  • To Group

All rulesets

Modify SLA

Options:

  • Complete for Milestone

  • Delete for Milestone

  • Reset for Milestone

  • Resume for Milestone.

All rulesets

Pause SLA

By Milestone

All rulesets

Remove Ticket Access

Options:

  • From Everyone

  • From Specific User

  • From Specific Group

All rulesets

Send Email

Send Email

Options:

  • To Affected User

  • To Submitter

  • To all Assignees

  • To Owner

  • To Resolver

  • To Specific Group

  • To Specific User

All rulesets

Data event email templates are only available to the specific events to which they are tied.

Send Incident To Workflow

Defines URL of Workflow, evokes workflow, and passes session ID for incident

All rulesets

Set SLA

Sets SLA for an incident and define

Options:

  • Replace existing SLA.

  • SLA calculation start time (Submit Date / Now)

All rulesets

Route Incoming Ticket

Assign ticket to Service Queue

Options:

  • To Specific Service Queue

  • Based on Category Table

  • Based on Location Table

Process event type rulesets

Set Impact

Set Impact for Incident

Process event type rulesets

Set Location

Set incident location

Options:

  • To Affected User's Location

  • To Specific Location

Process event type rulesets

Set Owner

Assign Owner for an incident to a specific user

Process event type rulesets

Set Priority

Set Priority for Incident

Process event type rulesets

Reassign Current Incident Task

Reassign incident to a specific queue

Data event type rulesets


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