"Experience Our AI-driven ServiceOps and AIOps at DTX Europe 2024 to Transform your IT operations!" - Read More

Motadata Docs

Problem Custom Rules

The custom rules help you to enforce the organization’s compliance while processing a problem. Using these rules you can ensure that any change in the problem attributes is supported by proper comments or notes. For example, a problem should not move to the resolved state if there is no technician assigned to the problem. Similarly, you can use custom rules to enforce the approval workflows and closing tasks to close a problem.

To view the Problem Custom Rules page, navigate to Admin > Problem Management > Problem Custom Rules.

When Should Custom Rules be Enforced

For the problem management module, the custom rules are evaluated when a technician tries to:

Resolve a Problem: Check the items that should be enforced before resolving a problem.

Rules to Resolve a Problem
Rules to Resolve a Problem
  • Close a Problem: Check the items that should be enforced before closing a problem.
Rules to Close a Problem
Rules to Close a Problem
  • Required Note Rule: Check the items that should require a note before changing their values.
Fields that require a note before changing their values
Fields that require a note before changing their values

Example Scenario: When there is no technician assigned and someone tries to close the problem, the system gives a validation message, and does not allow to close it.

Example of Custom Rule in Problem Management
Example of Custom Rule in Problem Management

On this Page