Creating Additional Automation Policies
Updated in 8.3
To create a new Additional Automation policy for a Ticket or Change Request, follow the instructions below.
INFO: For information on Business Policies, see Business Policies.
- From the Sidebar, navigate to Customization > Service Desk > Objects > Workflow > Business Policies.
- Click New > Additional Automation. The Object Policy dialog box opens.
- In the Name field, type the policy name.
- Optional: Enter a description in the Description field.
NOTE: Keep the Enabled check box selected. Otherwise, this policy will not fire.
- Under When ticket, specify your condition for applying the policy. Policy conditions consist of 2 parts:
- Value based matching rules— here you specify matching criteria that allow you to compare Object field values with a specific constant or with a macro. This section is optional, it can be turned off.
- Database event— here you specify when the policy condition should be checked — when the Object is created, modified, on in both of these cases.
If you want to specify a condition based on Object fields' values, select the check box next to Matches [all/any] of the following rules. This enables you to add rules and specify the logic for connecting them (all or any), if you are going to create more than one rule.
- Select an Object field or a macrowhose value should be checked.
- Select the operator. The field type determines what operators will be available. Some operators let you compare the chosen field's value to another value (such as: equals, is less than, is covered by calendar, etc.), others simply check the field's value (such as: is not blank, is unique, etc.).
- If you chose a comparison operator, specify the value to compare the field's value with.
To add another rule, click the plus button and repeat the steps above. To remove a rule, click the minus button next to the rule.
- If you want to add a new group of rules, click the ellipsis button. A new line with the default all logic operator appears. To apply the any logic, select any from the list.
- Select the events that will apply the policy:
- To apply the policy whenever a new Object is created, click Object is created.
- To apply the policy whenever a Object is modified, click Object is modified.
- To apply the policy when a Object is either created or modified, click Object is created or modified.
- Under Then, specify how to assign values to Object fields when the policy condition is true:
- Select a Object field from the list and enter the value to assign. Depending on the field type, you may need to select it in the list, type a specific value, or select a date and time from the calendar.
If you want to assign a value to another field, click the plus button and repeat the step above. To remove an assignment, click the minus button next to the assignment line.
- Click OK.