Business Rule

Scenario:

In the organization, analysts manually categorized incidents based on symptom and description. There was a pressing need to automate this action.

Approach:

• Create a Business Rule for automatic update of fields.
• Define the trigger for the business rule execution, either on creation or updating of incident.
• Define the action to categorize and classify the incidents when symptom or description contains matching keywords.

Scenario:

The absence of automated P1 server incident notifications for the IT manager caused chaos and affected a significant number of users.

Approach:

• Establish Business Rules with “notify recipients” as the action.
• Specify the rule such that a notification triggers when a P1 incident is created with the server category.
• Define the recipients for the targeted notification.

Scenario:

An organization needs to automate the process of logging an incident with the external vendor whenever an internal incident is logged.

Approach:

• Configure a Business Rule to initiate a Call API action for a particular incident category.
• Define the API configuration by providing necessary parameters such as method, API URL, parameters, authentication, and request type.
• When an incident is reported on Summit tool, the business rule executes and logs an incident on the external portal.