(If the Platform is not licensed for Case Management, Case rules are not available for selection.)
Use the Configure Case Rule page to create rules that can evaluate cases for specific conditions and run actions when those conditions are met. You can configure a rule to evaluate only a new case or only an existing case, when that case is modified. You can specify the parameters of the case for which you want the rule to evaluate.
Examples of how Case rules may be configured:
o On Create rules - if you select to evaluate "On Create" and specify an owner of "Sam Smith" and reason of "System Overheating", the server will evaluate each newly created case and, when the owner for a new case is Sam Smith and the reason is "System Overheating", the Platform will run any actions configured for the rule.
o On Modify rules - if you select to evaluate "On Modify" and a Priority of "Critical", the Platform will run the rule each time it identifies a modified case for which the priority is "Critical", the Platform will run any actions configured for the rule.
You can configure a rule to evaluate for any owner or partner, or only for specified owners or partners. For example, you can create a rule that evaluates only for owner "John Smith" and partner "Mary Jones".
You can configure a case rule to run one or more actions when the Platform evaluates it to True. Actions you might use include a Notification action that alerts other individuals of a newly created case or Case actions that create cases. For example, you can configure a Case rule that sends a notification to service technicians and also creates a new case.
From the Configure Case Rule page, you can create or modify a case rule.
1. Select
the condition for the Platform to evaluate this rule, as follows:
Execute on Create - a new case is created
Execute on Modify - an existing case is modified
2. Select
the owner type to evaluate for this rule:
If you want the Platform to evaluate this rule for cases of any owner,
select Any Owner.
If you want the Platform to evaluate this rule for cases of specified owners
only, clear this check box, select the owner(s) from the list of owners
and select Add User. If you do
not see the owner you want, click More
(shown at the bottom of the list) and, in the displayed Select a user
list, select the user to apply as owner for this case.
3. Select the partner type to evaluate for this rule. Follow the instructions for adding an owner to the rule.
4. Select
the parameters to evaluate for this rule. Parameters for case attributes
currently defined in the Platform will appear for selection.
Priority - select a priority
Status - select a status
Reason - select a reason
You can specify one or more values; for example, you can specify only the owner and status. In addition, you can select one or more parameters for each case attribute; for example, you can specify multiple users or multiple priorities. All values configured for this rule must be true for the Platform to evaluate the rule to true. (This is true when the Platform evaluates any rule.)
When you are finished, click Next to configure the actions for the rule, or click Finish if you are done modifying the rule. If you click Cancel and continue canceling, all information configured in this wizard is removed and a list of rules appears.
o In the Axeda® Service application, Asset dashboard Rules module, you can view and enable or disable the rules configured for a specific asset.
o In the Service application, Asset dashboard Audit Log, you can view events and activity for a specific asset.