How to add exclude condition on Business Rule

[JC S_]

We are trying to implement a business rule on incident tickets but would like to add exclusions.

Example:

Set 1:

• Caller VIP field is checked
• Impact is Low
• Urgency is Low

Set 2:

• Caller VIP field is checked
• Category is XYZ
• Subcategory is ABCD

So the business rule should go like this:

• Apply rule ONLY IF it does not match Set 1 or Set 2

We need help on how to achieve this on the Advanced tab.

UPDATE: We are receiving a lot of help on setting this up using the declarative setup on When to run tab (thanks for the effort to help but we already did this approach). Our action was to set the Urgency and Impact to both 2. Now, when we set on incident that Impact and Urgency is both 4 while the category/subcategory is not what was defined on the second set of conditions, the business rule is applied - this is because it satisfied the Category/Subcategory is not condition on the second set.

This is why we need to implement this via scripting and that is where we need help.

[Ujjawal Vishnoi]

Hi Jimboy,

You can put the condition in advance section or we can use the condition with if block in script itself. We can get the value of field by current object. If field is not present on the current form then we can do this by glide on the corresponding table.

Hope this helps.

Regards

Ujjawal

[JC S_]

Hi Ujjawal,

The fields we need to check is already in the current object (incident form). Can you provide an example on what to put on the Condition and Script fields on the Advanced tab. We have 2 sets of conditions that when satisfied either of the 2 then the business rule should not run.

Example:

Set 1:

• Caller VIP field is checked
• Impact is Low
• Urgency is Low

Set 2:

• Caller VIP field is checked
• Category is XYZ
• Subcategory is ABCD

So the business rule should go like this:

• Apply rule ONLY IF it does not match Set 1 or Set 2

[Anurag Tripathi]

Hey Jim,

Hope this helps

[JC S_]

Hi Anurag,

Our exclusion conditions are a bit more complex to be handled by the conditions on When to run tab that's why we are looking for help on how to do it using script. Perhaps you can help us on that?

We need to have 2 sets of conditions that when satisfied, then the business rule should not run.