10.6.6. Custom Rules

Using Custom Rules, you can set pre-requisites that need to be done before performing certain actions. You can have Custom Rules for Request, Problem, Change, Knowledge, Asset, Project, Remote Deployment and Purchase.

To Open Custom Rules:

  • Go to Admin >> (Request, Problem, Change, Knowledge, Asset, Purchase, Project or Patch) Custom Rules.

figure 108.1
figure 108.2

Current Custom Rules are as follows:

10.6.6.1. Request(CR)

  • Before resolving a Request:

    1. User Interaction:

      1. Should have at least one message in Ask Requestor tab.

      2. A Request should have at least one note.

      3. Should have at least one solution.

    2. Mandatory fields:

      1. Should have an assigned Technician.

      2. Should have a Location.

      3. Should have an Estimated Time.

      4. Should have a Diagnosis.

      5. Should have a Source.

      6. Should have Approval status as either Approved or Pre-Approved.

    3. Should have all Tasks as closed.

  • Before closing a Request:

    1. Same as before resolving a Request.

    2. Should not skip Resolve status.

  • Required to add a Note before:

    1. Should add a Note to a Request before performing the following actions:

      1. Changing assigned Technician of a Request.

      2. Changing Support Level of a Request.

      3. Changing Due Date of a Request.

      4. Changing Category of a Request.

      5. Changing Department of a Request.

      6. Changing Priority of a Request.

10.6.6.2. Problem(CR)

  • Before resolving a Request:

    1. User Interaction:

      1. A Request should have at least one note.

      2. Should have at least one solution.

    2. Mandatory fields:

      1. Should have an assigned Technician.

      2. Should have a Location.

      3. Should have a Root Cause.

      4. Should have a Symptom.

      5. Should have an Impact.

      6. Should have Approval status as either Approved or Pre-Approved.

    3. Should have all Tasks as closed.

  • Before closing a Request:

    1. Same as before resolving a Request.

    2. Should not skip Resolve status.

  • Required to add a Note before:

    1. Should add a Note before performing the following actions:

      1. Changing assigned Technician.

      2. Changing Due Date.

      3. Changing Category.

      4. Changing Department.

10.6.6.3. Change(CR)

You can set rules for each stage of a change process.

Submit:

  1. Should have a Change Manager.

  2. Should have an assigned Technician.

  3. Should have a Location.

Planning:

  1. Should have schedule and rollout dates.

  2. Should have a rollout plan.

  3. Should have an assigned Technician.

  4. Should have set impact.

  5. Should have a Backout plan.

Implementation:

  1. Should have a change implementer.

  2. All task must be closed before moving to the next stage.

  3. Should have an assigned Technician.

In Review:

  1. Should have a change reviewer.

  2. Should have an assigned Technician.

Require Note before:

  1. Reopen a change.

  2. Change request rejected in submission stage.

  3. Change request cancelled in planning stage.

  4. Change request cancelled in implementation stage.

  5. Change request failed to pass review stage.

  6. Change request completed the review stage.

  7. Change Category of a change.

  8. Change Location of a change.

  9. Change Department of a change.

  10. Change assigned Technician of a change.

  11. Set a new priority.

  12. Edit a custom field.

10.6.6.4. Asset(CR)

  • Manual Update:

Note

Asset rules are applicable for both discovered and manually created Assets.

  1. Whether to allow Technicians to update Hardware Components of an Asset.

  2. Whether to allow Technicians to update Software Components of an Asset.

  3. Whether to allow Technicians to update Users details of an Asset.

10.6.6.5. Knowledge(CR)

Whether Knowledge should be approved by approvers before publishing.

10.6.6.6. Remote Deployment(CR)

Whether a deployment of Patches and Packages needs to go through an Approval process.

10.6.6.7. Purchase(CR)

You can set rules for each stage of a Purchase Order process. A Purchase Order cannot move to a different stage as long as it’s violating a rule of its present stage.

Learn what are the Purchase Rules.

10.6.6.8. Project(CR)

  • Project Complete Rules

  1. Mandatory fields before marking a project complete.

  1. Category

  2. Location

  3. Owner

  1. Prerequisites before marking a project as complete.

  1. All milestones must be marked as complete.

  2. All tasks must be closed

Milestone Complete Rules

  1. Decide whether Owner should be mandatory field or not.

  2. Decide whether all tasks associated with the milestone needs to be closed before marking the milestone as complete.

Task Closure Rules

  1. Decide whether Owner should be mandatory field or not.