Motadata Docs

Request Custom Rules

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

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

When Should Custom Rules be Enforced

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

Resolve a Request: Check the items that should be enforced before resolving a request.

Rules to Resolve a Request
Rules to Resolve a Request
  • Close a Request: Check the items that should be enforced before closing a request.
Rules to Close a Request
Rules to Close a Request
  • 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 request, the system gives a validation message, and does not allow to close it.

Example of Custom Rule in Request Management
Example of Custom Rule in Request Management

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