Creating Rule Templates

Before you can define any rules, you must create a template. Templates define the fields used in rules, and rules provide the values. For example, a template might look like this:

When:

<User in Group> = _ _ _ _ AND
Progress = _ _ _ _

The possible values are:

Progress = _ _ _ _

A template defines what the rules look like, while a rule fills in the _ _ _ _ parts with specific values.

To create a rule template:

1    Log on to HelpDesk Web Admin. Click the Workflow tab. In the Project list, click a project.

Workflow rules based on this template apply to all Web views of this project.

2    Click Template and click Add.

3    In the Add New Template dialog:

    In the Template Name box, type a name for the template.

    In the Template Description box, type a short description of the template.

    Select the type of rules you want to define:

A Dependent Values rule makes the value of one field depend on the value of another field. For example, if How Found = Reported by Customer then Priority = Highest.

A Possible Values rule makes the possible values of one field depend on the value of another field. For example, if Type = Doc Defect then the possible values for Functional Area = Help, Readme, or Manual.

4    Click OK.

5    In the list of templates and rules, click the new template.

6    Under Conditions, click graphics/bAddRow.png. Then click the Field box three times and click a field whose value you want to test. Repeat for each additional field you want to test.

Conditions determine when a rule is applied. If all the field tests evaluate to True, the rule is applied.

Note that the Field list contains single-choice fields only.

7    If you created a dependent-values template, click graphics/bAddRow.png under Dependent Values, then click the Field box three times and click the field whose value you want to set. Repeat for each field whose value you want to set.

If you created a possible-values template, click graphics/bAddRow.png under Possible Values, then click the Field box three times and click the field whose possible values you want to specify. Repeat for each field whose possible values you want to specify.

Note that the Field list contains single-choice fields only.

Related Topics

What Can You Do with Workflow Rules?

What You Should Know about Workflow Rules

What is a Workflow Rule?

Defining Conditions

Defining Rules

Changing When Rules Are Evaluated

Changing the Order of Evaluation

Applying Workflow Rules

Disabling Workflow Rules