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.
