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.

  1. From the Sidebar, navigate to Customization > Service Desk > Objects > Workflow > Business Policies.
  2. Click New > Additional Automation. The Object Policy dialog box opens.
  3. In the Name field, type the policy name.
  4. Optional: Enter a description in the Description field.

    NOTE: Keep the Enabled check box selected. Otherwise, this policy will not fire.

  5. 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.

    1. Select an Object field or a macrowhose value should be checked.
    2. 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.).
    3. 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.

    4. 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.

      Repeat steps Creating Additional Automation Policies-Creating Additional Automation Policies to add other rules to the group as needed.

    5. 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.
  6. 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.

  7. Click OK.