The Incident Management Process Automation rules consist of rulesets, conditions, and actions. These components let you control your Incident Management process. You control the events that trigger a rule to run, the conditions for rule evaluation, and the action that occurs once the conditions are met.
The Process Automation rules contain three main components:
Rulesets function as triggers that initiate a rule to run. Rulesets can contain multiple rules. Rulesets are classified either process event types or data event types.
Process Events let you determine what happens at specific points in the lifecycle of an incident.
For example, OnIncidentReceived is a process event ruleset that lets you determine what happens at the incident creation point of the process.
Data Events let you determine what happens if data changes at any point during the lifecycle of an incident.
For example, CommentAdded is a data event ruleset that lets you take an action whenever a comment is added to an incident.
By default, the OnAnySlaMissed and OnAnySlaCompletedLate rulesets are enabled. Only enable the data event type rulesets that you plan to use.
Conditions determine when an action should occur. You can add multiple conditions to a rule. You can configure them to meet all of the conditions or only some of the conditions. Conditions support the "Not" statement, with a Not checkbox.
For example, you can add the Affected User condition to the rule that you create for the OnIncidentReceived ruleset. This condition lets you evaluate the new incident by who was affected.
Actions are the result of a rule when the conditions are met.
For example, you can add the Route Incoming Incident action to the rule that you create for the OnIncidentReceived ruleset. This action lets you control which service queues receive which tickets when the conditions are met.