Rules on changes and problems
A rule that runs on Changes or Problems works like a rule on cases, with triggers, conditions and actions of
its own. It is scoped by unit in the same way: a change is in the units of its services, a problem in its own units.
On changes
With Change Management on.
| Trigger | When it runs |
|---|
| A change is recorded | Right after someone records a change, or one comes from a standard template. |
| A change moves on | Each time a change is sent for approval, approved, rejected, started, finished, closed or cancelled. |
| On a schedule | Every 5 minutes, over the open changes. |
| Condition | Compares |
|---|
| Type, Status | is or is not one of them. |
| Risk | is, is not or is at least a risk. |
| Service | The change is or touches a service, or is not and doesn't touch it. |
| Owner | is a person. |
| Implementer | is nobody, is someone, or is a person. |
| Time since recorded, Time since its last change | Scheduled rules only: more than the hours you set. |
| Planned start | Scheduled rules only: is within the hours you set. |
| Action | What it does |
|---|
| Notify by email | The owner; the implementer (or the owner if nobody implements it); or a person. |
| Set the implementer to | A person, who must work in a unit of one of the change's services; otherwise the action is skipped. |
| Add a note | A note on the change. |
On problems
With Problem Management on.
| Trigger | When it runs |
|---|
| A problem is opened | Right after someone opens a problem, from an incident, a case or the Problems page. |
| A problem moves on | Each time its status changes, also when a new incident reopens it. |
| On a schedule | Every 5 minutes, over the open problems. |
| Condition | Compares |
|---|
| Status | is or is not a status. |
| Priority | is, is not or is at least a priority (P1 is the most urgent). |
| Service | is or touches a service, is not and doesn't touch it, or is not set. |
| Workaround | is written or is not written yet. |
| Linked incidents | are more than a number. |
| Owner | is nobody, is someone, or is a person. |
| Time since opened, Time since its last change | Scheduled rules only: more than the hours you set. |
| Next review | Scheduled rules only: is within the hours you set. |
| Action | What it does |
|---|
| Notify by email | The owner, or a person. A confidential problem only notifies its owner and members. |
| Set the owner to | A person; a new problem's investigation starts. |
| Set priority to | P1 to P4. |
| Add a note | A note on the problem. |