You can configure change request rulesets. The set of rulesets is known as the automation library.
To configure change request rulesets
In the ServiceDesk portal, click Admin > Process Automation > Automation Rules.
In the Available Services pane, under Change Management, click Rulesets Found.
In the Manage Rulesets pane, click the Select Ruleset drop-down list, and select a ruleset.
The rulesets are defined in Change Request Rulesets.
On the Rulesetselected ruleset line, click the Modify icon on the far right, and click Add Rule.
In Add Condition, select a condition and enter the information related to the condition you have chosen. Click the Plus icon to the right to add more conditions. Check Not to set a condition that executes opposite to what has been selected. The Not operator only applies to the first drop-down of the rule, not to the entire rule.
You can choose from the following conditions:
Affected business services
Change plan type
In Actions, select an action you want to execute if the condition is met.
You can choose from the following actions
Set assigned CAB
Set change plan type
Set initial routing
Set ticket owner
Set change plan template
Grant ticket access
Remove ticket access
Under Parameters, click the Disposition drop-down list, and select an option.
You can choose from the following items:
(Optional) Click Advanced and check one of the following actions that you want to include in the ruleset:
Continue If Condition Fails to Evaluate
If an error occurs during the evaluation of an incident's conditions, the ruleset continues to execute (if not checked, the ruleset does not execute)
Continue If Condition Fails to Execute:
If an error occurs while the condition executes, the ruleset attempts to continue executing.
Imported Document ID: HOWTO61585
Subscribing will provide email updates when this Article is updated. Login is required.