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.