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.

• Close a Request: Check the items that should be enforced before closing a request.

• Required Note Rule: Check the items that should 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.