---
title: "Business Rule Designer – Problem Management"
slug: "br-pm-apex-aspen-spring-26-documentation-v1"
updated: 2026-04-29T10:16:01Z
published: 2026-04-29T10:16:01Z
canonical: "help.symphonysummitai.com/br-pm-apex-aspen-spring-26-documentation-v1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Business Rule Designer – Problem Management

Business Rules run on the server. They apply logic using conditions. When conditions are met, actions run to update fields, send notifications, or call APIs.

These rules can be customized to automate routine operational tasks within the system.

The **Business Rule Designer** provides administrators with a centralized interface to configure and manage these rules. Using Business Rules, administrators can automate workflows and ensure consistent system behavior without manual intervention.

#### Key Benefits

The following infographic depicts the key benefits of Business Rules in Problem Management.

![A diagram of a problem management Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-9gy3x7xf.png)

**User Persona:** Administrator

#### Use Case

| **Use Case** | **Solution** |
| --- | --- |
| Ira is a Problem Analyst at **NovaTech** who manages recurring issues across multiple enterprise applications. She is responsible for documenting Root Cause Analysis (RCA) details for each Problem record. One afternoon, Ira updates a Problem to the status **“Root Cause Analysis Submitted”**, but the entry is missing mandatory RCA attributes such as *RCA Methodology*, *Workaround Details*, and *Problem Review Date*. NovaTech wants to ensure that analysts **cannot proceed** without providing all required RCA information. | A Business Rule is configured in **After** execution mode under **Problem Management**. The rule runs **immediately after** Ira submits the record and ensures RCA data completeness. |

#### Configure Business Rules for Problem Management

To configure a business rule, perform the following steps:

1. Login as Administrator and select Admin Workspace.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-qd44ifgr.png)

Figure: Workspace - Admin

1. Select Infrastructure from the left panel and then select Business Rule.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-qhnpf6rf.png)

Figure: Infrastructure - Business Rule

1. The Business Rule page is displayed. Select the Department from the left panel.

![A close-up of a computer screen Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-x2d05v5s.png)

Figure: Department

1. Select Add New from the right panel to create a new business rule.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-u6fgd16o.png)

Figure: Business rule – Add New

1. Fill in the details for the **Rule Definition** section as shown in the following screen.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-fgybzb7l.png)

Figure**:** Rule Definition

The below table describes the fields in the **Rule Definition** of the Business Rule Designer.

| **Field** | **Description** |
| --- | --- |
| Department | Select one or more Tenants from the drop-down list. |
| Business Rule Name | Enter the name to be given to the Business Rule. |
| Business Rule Description | Enter a description about what the business rule will accomplish. |
| Execution Order | Enter a numeric value representing the order in which the rule should be executed. If there are multiple Business Rules with different order number, then the Business Rule with the highest execution order number would be executed first. |
| Active | Enable the Active check box to make the Business Rule active. |

1. Select the **Problem Management** from the **Module** dropdown.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-b1g2ksk5.png)

Figure**:** Module Selection

1. Choose when to execute the Business Rule.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-sv8cuz5b.png)

Figure**:** Execution Mode Selection

**{Accordion}**

****After and Async Business Rules****

**After Business Rule**

Use an **After Business Rule** in Problem Management when a field or related record must be updated **immediately after the problem record is submitted**, and the results must be visible to the user right away.

When a Problem record is created or updated, the After rule executes after the data is saved to the database. During this time, the **Problem record is temporarily frozen**, and no additional updates are allowed until the rule finishes processing.

This mode suits actions that must occur *before the user continues working*, ensuring accuracy and consistency in the problem data.

**Async Business Rule**

The **Async Business Rule** runs **asynchronously in the background** and does *not* freeze the Problem record. Users can continue working—performing transitions, adding work notes, linking incidents—while the background processing continues independently.

This mode is ideal for **non‑urgent or backend operations** such as updating related tables, recalculating downstream fields, synchronizing CI data, linking multiple incidents to a Problem, or sending notifications. Async rules minimize user wait time because the work happens behind the scenes.

****Example Use Cases****

**Scenario 1 — Auto‑Populate Problem Fields Based on Symptom Pattern**

**Context:**

Ryan, an end‑user, submits multiple incidents related to application outages. A Problem Manager creates a new Problem record to investigate recurring failures.

**Scenario:**

A Business Rule is configured in After mode to automatically update the Problem Category to “Application Failure” and assign the Workgroup to “App Support Team” if the Problem Symptom contains the keyword “Application Crash”.

**What Happens:**

- When the Problem is submitted, the After Rule fires immediately.
- The system freezes the Problem record until Category and Workgroup updates are complete.
- Once processed, the fields update instantly and become visible to the user.

**Why After:**

Because these fields must be updated before investigation continues, ensuring the Problem is routed correctly and consistently.

**Scenario 2 — Validate Root Cause Before Saving the Problem**

**Context:**

Maxwell, a Problem Analyst, documents the preliminary root cause after completing diagnostics.

**Scenario:**

A Business Rule is set to trigger in After mode when the Problem Status is changed to “Root Cause Identified”.

**The rule automatically:**

- Updates the Root Cause Summary based on internal logic
- Ensures the Known Error field is populated
- Verifies mandatory data before allowing status change

**What Happens:**

- When Maxwell clicks Submit, the After Rule executes immediately.
- The Problem record remains frozen and locked until validations and field updates finish.
- Only then is control returned to the analyst.

**Why After:**

These updates must happen synchronously to maintain accuracy and ensure every user sees the validated, updated record.

**Example Use Cases for Async Execution Mode:**

**Scenario 1 — Notify Stakeholders When a Problem Becomes High Priority**

**Context:** A Problem has been escalated to **High Priority** due to repeated service outages affecting production.

**Scenario:** An Async Business Rule is configured to notify:

- Head of IT Operations
- Problem Review Board
- Impacted Service Owners

Whenever a Problem is updated to **Priority 1 (P1)**.

**What Happens:**

- The Problem record does **not freeze**.
- Notifications are sent **in the background**.
- The analyst can continue investigation steps without interruption.

**Why Async:** Notifications do not need to delay the user—they can run quietly in the background.

**Scenario 2 — Auto‑Link Related Incidents in the Background**

**Context:** Maxwell creates a new Problem after identifying a pattern across many incoming incidents.

**Scenario:** An Async Business Rule is configured to:

- Scan for incidents with matching symptoms
- Link all related incidents to the Problem
- Update the Problem’s *Related Incidents* list automatically

This rule runs whenever the Problem is **created or updated**.

**What Happens:**

- The Business Rule runs **asynchronously**, allowing Maxwell to continue working.
- The Problem record remains editable while the system links incidents in the backend.
- No freezing or delays occur.

**Why Async:** Linking dozens—or hundreds—of incidents can be time consuming and should not block user activity.

1. Select the trigger type from the dropdown.

![A close-up of a computer screen Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-ua3dkv22.png)

Figure**:** Trigger Selection

****Trigger Types****

The following trigger types are supported for Problem Management:

- **Create:** Select this check box to execute the business rule when a record is created.
- **Update:** Select this check box to execute the business rule when a record is updated.
- **Schedule:** Select this check box to execute the business rule when a record is scheduled.

> [!NOTE]
> Note:
> 
> If **Schedule** check box is selected, then **When** must be selected as **Async**.
> 
> Calendar icon is displayed if the schedule job is configured for this business rule.

**Scheduled Business Rules**

Business Rules configured with the **Schedule trigger** execute automatically at defined intervals.

This can be used for scenarios such as:

- Sending notifications
- Auto-updating Problem Records
- Monitoring records based on SLA or timelines

Administrators can also define whether the rule should execute:

- Anytime
- Only during business hours
- Only outside business hours

> [!NOTE]
> Note:
> 
> Scheduled Business Rules are useful for automating **periodic Problem lifecycle activities** such as review and closure.

1. Choose the conditions based on which the rule executes.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-b5k7g8x7.png)

**Figure:** Condition

#### Condition

A condition is made up of a field, an operator, and a value. You can formulate complex conditions for rules that include several conditions by utilizing logical operators such as **AND** or **OR** operators.

You can use the condition builder to determine when the Business Rule actions should be executed. When a request arrives, there are two options the user can select:

- **Conditions based on criteria**: Select this radio button to specify the conditions based on which the action would be executed.
- **No Condition**: Select this radio button if there are no conditions.

****Grouping of Conditions****

When there are multiple conditions which need to be computed together, these conditions can be grouped together in a Business Rule. This can be achieved by using the AND/OR conditions and by using the grouping functionality provided in the tool.

Here is an example scenario which shows how we can use Grouping of Conditions to achieve the best results:

Example:

**Scenario:** Fredrick wants to automatically close low priority Problem records that belong to the **End User Computing workgroup**, ensuring that resolved and low-impact Problems do not remain open unnecessarily.

**Solution**

**Trigger**

- Module: Problem Management
- Trigger Type: Schedule

**Condition**

1. Status = Resolved
2. AND Priority = Low
3. AND Impact = Low
4. OR (Workgroup = End User Computing AND Impact = High)

**Action**

- Update field **Status = Closed**

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-94sgwjgb.png)

**Figure:** Example of grouped

**Fields**

Based on the selected module, the fields related to the module are populated in the drop-down list from which you can select the required option. The supported Fields and Field types are as listed below:

****List of Supported Fields****

Standard Attributes

| **Column Name** | **Type** | **Display Category** | **Notification and API_Key** |
| --- | --- | --- | --- |
| Requestor | user_search | Condition | *PM_REQUESTOR* |
| Customer | user_search | Condition | *CUSTOMER* |
| Location | user_search | Condition | *LOCATION* |
| User Type | dropdown | Condition | *USER_TYPE* |
|  |  |  |  |
| Problem Record ID | number | Condition | *PROBLEMID* |
| Workgroup | dropdown | Both | *PM_WORKGROUP* |
| Analyst/Assigned To | dropdown | Both | *PM_EXECUTIVE* |
| Status | dropdown | Both | *PM_STATUS* |
| Category | treeview | Both | *PM_CATEGORY* |
| Classification | treeview | Both | *PM_CLASSIFICATION* |
| Impact | dropdown | Both | *IMPACT* |
| Urgency | dropdown | Both | *URGENCY* |
| Priority | dropdown | Both | *PRIORITY* |
| Closure Code | dropdown | Both | *CLOSURE_CODE* |
| Resolution Code | dropdown | Both | *RESOLUTION_CODE* |
| Problem Approver | user_search | Both | *PROBLEM_APPROVER* |
| Problem Reviewer | user_search | Both | *PROBLEM_REVIEWER* |
| RCA Type | dropdown | Both | *RCA_TYPE* |
| Source | dropdown | Both | *PM_SOURCE* |
| Symptom | text | Both | *PM_SYMPTOM* |
| Description | textarea | Both | *PM_DESCRIPTION* |
| Problem Record Type | dropdown | Both | *PROBLEM_RECORD_TYPE* |
| Add To Known Error | checkbox | Both | *ADD_TO_KNOWN_ERROR* |
| Has Attachment | checkbox | Condition | *HAS_ATTACHMENT* |
| Service Window | dropdown | Both | *SERVICE_WINDOW* |
| RCA Deadline Violated | checkbox | Condition | *RCA_DEADLINE_VIOLATED* |
| RCA Violation Reason | dropdown | Action | *RCA_VIOLATION_REASON* |
| Resolution Deadline Violated | checkbox | Condition | *RESOLUTION_DEADLINE_VIOLATED* |
| Resolution Violation Reason | dropdown | Action | *RESOLUTION_VIOLATION_REASON* |
| Risk | dropdown | Both | *RISK* |
| Pending Reason | dropdown | Both | *PENDING_REASON* |
| Log Time | date | Condition | *PM_REGTIME* |
| Updated Since (In Days) | number | Both | *UPDATED_SINCE* |
| RCA Deadline Date | date | Condition | *PM_RCADEADLINE* |
| Actual RCA Deadline Date | date | Condition | *ACTUAL_RCA_DEADLINE_DATE* |
| Resolution Deadline Date | date | Condition | *PM_RESDEADLINE* |
| Actual Resolution Deadline Date | date | Condition | *ACTUAL_RESOLUTION_DEADLINE_DATE* |
| RCA Methodology | dropdown | Both | *RCA_METHODOLOGY* |
| Remaining SLA Time | number | Condition | *REMAINING_SLA_TIME* |
| Unassigned | checkbox | Both | *UNASSIGNED* |
| WorkAround Details | textarea | Both | *WORK_AROUND_DETAILS* |
| Testing Details | textarea | Both | *TESTING_DETAILS* |
| Solution | textarea | Both | *SOLUTION* |
| Closure Remarks | textarea | Both | *CLOSURE_REMARKS* |
| RCA Result | textarea | Both | *RCA_RESULT* |
| Problem Review | textarea | Both | *POST_IMPLEMENTATION_REVIEW* |
| Planned Review Date | date | Both | *PLANNED_PIR_DATE* |
| Actual Review Date | date | Both | *ACTUAL_PIR_DATE* |
| RCA Reviewer | user_search | Both | *REVIEWER_ID* |
| Review Date | date | Both | *REVIEW_DATE* |
| RCA Submitter | user_search | Condition | *RCA_Submitter_Id* |
| Total Actual Cost | number | Both | *ActualTotalCost* |
| Total Estimated Cost | number | Both | *EstimateTotalCost* |

**Operator**

Based on the selected field value, the operators are displayed. Select the required operator from the drop-down list.

List of Operators Supported

| **Operator_Id** | **Operator Value** |
| --- | --- |
| 1 | = |
| 2 | != |
| 3 | >= |
| 4 | <= |
| 5 | > |
| 6 | < |
| 7 | IN |
| 8 | NOT IN |
| 9 | Between |
| 10 | Contains |
| 11 | Today |
| 12 | Yesterday |
| 13 | Tomorrow |
| 14 | This Week |
| 15 | Last Week |
| 16 | Next Week |
| 17 | This Month |
| 18 | Last Month |
| 19 | Next Month |
| 20 | Last 3 Months |
| 21 | Last 6 Months |
| 22 | Last 9 Months |
| 23 | Last 12 Months |
| 24 | Last Quarter |
| 25 | Last Two Quarter |
| 26 | This Quarter |
| 27 | Next Quarter |
| 28 | Last year |

#### Actions

An **Action** is performed automatically once the condition is met. You can define a Business Rule with **only action** and no condition or with both. Business Rule **Actions** are a configurable way to:

- Update Fields
- Notification
- API

**Update Fields**

The Update Fields section allows you to update any of the supported fields. Once you select the Field from the Dropdown, the Value field will appear based on the field selected.

To Update a Field, perform the following steps:

1. Select the **Update Fields** option.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-8lbf4oux.png)

Figure: Update Fields

2. Under **Update Action Type**, select the update action mode.

![A close-up of a computer screen Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-oxkw748x.png)

Figure: Update Action Type

> [!NOTE]
> Note:
> 
> **Update values first time:** If selected, the field will be updated only first time when the condition and trigger is met.
> 
> **Update values every time:** If selected, the field will be updated every time the condition and trigger is met.

3. Click **Add** icon to add a condition field and select the **Field** value from the dropdown. ![A close-up of a computer screen Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-8qwic8yi.png)

Figure: Update Action Type

4. Once you select the Field, the Value field will appear as shown.

![A close-up of a computer screen Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-c9nef5w5.png)

Figure: Value Field

5. Select the appropriate Value from the dropdown. Note that the only valid status transitions are allowed for Update Action. Refer the Supported Status Transitions for more information.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-h9j6zhlj.png)

Figure: Select Value Field

1. . Once done, click **Submit**.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-wgyh773a.png)

Figure: Submit

#### **Status-Based Update Behavior**

When updating the **Status field**, only valid status transitions are allowed.

**Supported Status Transitions**

| **Current Status** | **Allowed Transitions** |
| --- | --- |
| New | New, Cancelled |
| Initial Authorization | Initial Authorization, Root Cause Analysis Submitted, In-Progress, Pending |
| Root Cause Analysis Submitted | Root Cause Analysis Submitted, Reviewed |
| Pending | Pending, In-Progress, Reviewed, Testing, Resolved |
| Reviewed | Reviewed, Pending, In-Progress, Testing, Resolved |
| In-Progress | In-Progress, Pending, Reviewed, Testing, Resolved |
| Testing | Testing, In-Progress, Reviewed, Pending, Resolved |
| Resolved | Resolved, Closed |

**Field Restrictions Based on Status**

Certain fields are restricted (greyed out) depending on the selected status.

> [!NOTE]
> Note:
> 
> - If **Status is used in Condition**, restricted fields cannot be updated.
> - If **Status is updated via Action**, restricted fields remain non-editable.

| **Status** | **Tab** | **Dependent Fields** |
| --- | --- | --- |
| New | General | Source |
| Symptom |
| Description |
| Classification |
| Category |
| Urgency |
| Problem Record Type |
| Service Window |
| Workgroup |
| Pre Authorization | NA | NA |
| Cancelled | NA | NA |
| Initial Authorization | NA | NA |
| Root Cause Analysis Submitted | General | Assigned to |
| Pending | General | Pending Reason |
| Resolved | General | Solution |
| Resolution Code |
| Closed | General | Closure Remarks |
| Closure Code |
| Planned Review Date |
| Actual Review Date |
| Problem Review |

#### Notifications

Under this tab, you can configure the notifications for the business rule. **Business Rule**s can send notifications to recipients when defined conditions are met.

**E- Mail Notification**

Email notifications are a way to keep the recipients updated on the progress of your projects through emails.

To create an Email Notification, perform the following steps:

1. Select **Notifications** and click **Add Notification**.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-cycmmf4b.png)

Figure: Add Notifications

1. Enter the **Notification Name** and select the notification medium i.e., **Email or SMS**.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-k9mk6i6u.png)

Figure: Notification Name and Medium

1. Under the Recipient section, select the recipients.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-acmj3xrc.png)

Figure: Recipient Selection

1. Type in the Email Subject and Email Body as required.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-7rjpmt82.png)

Figure: Email Subject and Email Body

> [!NOTE]
> Note:
> 
> Use Dollar ('$') and type a character to trigger suggestions for Problem Attributes.

****Recipients****

Understanding and using the recipient section appropriately helps in effectively notifying the stakeholders. The recipient is divided into two sections which are displayed based on the selected medium:

**To** - The "To" field is used to specify the primary recipients of the notification. These are the individuals or groups that the sender expects to read and respond. Include the main recipients who are directly involved or expected to act.

**Cc** - The "CC" field is used to include additional recipients who may be interested in the notification content. CC recipients are not the main addressees but are still receiving a copy for information. Inform others or keep them in the loop without making them the primary audience.

You can add the type of recipient based on their groups. The types of recipients are explained in the following table:

| **Group** | **Members** | **Description** |
| --- | --- | --- |
| By Caller Group | - Caller - Caller's cc book - Caller's Customer SPOC - Caller's Line Manager - Caller's Reporting Manager | - Caller - Select User who called to raise the ticket. - Caller’s cc book - Add the caller’s cc list. - Caller’s Customer SPOC – The point of contact for the caller. - Caller’s Line Manager - Line Manager of the user. - Caller’s Reporting Manager - Reporting manager of the user. |
| By Analyst Group | - Analyst - Workgroup - Workgroup -Additional Owners - Workgroup Owner | - Analyst – Analyst who is working on the ticket. - Workgroup – The workgroup members who are part of the team. - Workgroup – Any additional owners/stakeholders who need to be informed. - Workgroup Owner – The owner of the Workgroup. |
| By Designation | Search and select the required Designations. | By selecting this option, you can search a recipient by searching with the Designation of the required user. |
| By Workgroup | Search and select the required Workgroups. | By selecting this option, you can search a recipient by the required Workgroup. |
| By User Type | Search and select the required User Types | You can search a user by the User Type such as a VIP User. |
| By Custom Email ID | Type in required e-mail id. | You can add the email id of the recipient manually using this option. |
| By Custom Attribute | Search and select the required Attribute. | By selecting this option, you can search a recipient by the required custom attribute. |
| By Approver Group | Search and select the required Approver Group. | By selecting this option, you can search a recipient by the required Approver Group. > [!NOTE] > Note: > > **Authorizer:** Workgroup Owner or By Tenant Configuration when enabled. > > **RCA Reviewer:** Based on the Reviewer configured. |

#### **SMS Notification**

To create an SMS notification, perform the following steps:

1. Under the **Notifications** tab, click **Add Notification.** The **Notification** pop-up is displayed.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-13sb05w7.png)

Figure: Add Notifications

1. Select **Medium** as **SMS** to create SMS notification.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-bctqnhzx.png)

Figure: Medium – SMS

1. Fill in the required details. For more information, see Field Description.

![A screenshot of a computer Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-8omi7loe.png)

Figure: SMS Configuration

> [!NOTE]
> Note:
> 
> Use Dollar ('$') and type a character to trigger suggestions for Problem Attributes in **Description**.

1. Click **Save**. A new SMS Notification is created and displayed under the Unlinked Notifications section.

![A screenshot of a search notification Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-bso908fv.png)

Figure: Unlinked Notification

> [!NOTE]
> Note:
> 
> Click (Edit) icon to edit the template details as shown above. Click (Delete) icon to delete a template.

****Field Description****

The following table describes the fields on the **Notification** pop-up:

| **Field** | **Description** |
| --- | --- |
| Notification Name | Type in the name for the SMS notification template. |
| Medium | Select the medium as SMS to configure SMS notification. |
| To | Add the main recipients of the email. \| **Group** \| **Members** \| \| --- \| --- \| \| By Caller Group \| - Caller - Caller's cc book - Caller's Customer SPOC - Caller's Line Manager - Caller's Reporting Manager \| \| By Analyst Group \| - Analyst - Incident Vendor SPOC - Incident Workgroup - Incident Workgroup -Additional Owners - Incident Workgroup Owner \| \| By Designation \| Search and select the required Designations \| \| By Workgroup \| Search and select the required Workgroups \| \| By User Type \| Search and select the required User Types \| \| Custom Number \| Enter a valid number \| \| By Approver Group \| Search and select the required Approver Group \| |
| **Group** | **Members** |
| By Caller Group | - Caller - Caller's cc book - Caller's Customer SPOC - Caller's Line Manager - Caller's Reporting Manager |
| By Analyst Group | - Analyst - Incident Vendor SPOC - Incident Workgroup - Incident Workgroup -Additional Owners - Incident Workgroup Owner |
| By Designation | Search and select the required Designations |
| By Workgroup | Search and select the required Workgroups |
| By User Type | Search and select the required User Types |
| Custom Number | Enter a valid number |
| By Approver Group | Search and select the required Approver Group |
| Message Expiry Time (Mins.) | Specify the message expiry time in minutes |
| Description | Type in the detailed description. |

#### API Action

API stands for application programming interface. It is a set of protocols and tools that allow the Apex Platform to interact with other third-party applications. This can include anything from retrieving or transferring data to third-party applications, managing or controlling software.

To add API, perform the following steps:

1. Under the **API** tab, click **ADD API.** The **API** pop-up is displayed.

![A white rectangular object with black dots Description automatically generated](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-2pfhmlkn.png)Figure: API

1. Fill in the required details. For more information, see **Field Description**.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/br-pm-apex-aspen-spring-26-documentation-v1-image-z6aw1dc3.png)

Figure: API Configuration

1. Click **SAVE**. A new API is created and displayed under the **Unlinked Notifications** section.

****Field Description****

The following table describes the fields on the **API** pop-up:

| Field | Description |
| --- | --- |
| API Configuration Name | Type in the Name for the API Configuration. |
| Method | Select the required Method from the drop-down list. The available methods are: - GET - for new request - POST - add new data - PUT - replace existing data |
| API Timeout (In seconds) | Specify the Timeout in seconds |
| API URL | Specify the API URL |
| Params | You can send path and query parameters with your requests using the **Params** tab. To send a path and query parameter, 1. Click the **Params** tab. 2. Click + icon to add a new row. 3. Enter the **Key**, **Value,** and **Description**. 4. Slide the toggle button to right- hand side to make this path/query parameter active. |
| Authentication | Authentication involves verifying the identity of the client sending a request, and authorization involves verifying that the client has permission to carry out the endpoint operation. Open the **Authorization** tab to configure your access details. Select the required Authentication type from the drop-down list. The available types are: - API Key - Bearer Token - Basic - OAuth 2.0 |
| Headers | Some APIs require you to send headers along with requests, typically to provide additional metadata about the operation you are performing. You can set these up in the **Headers** tab. Enter any key-value pairs you need and will send them along with your request. |
| Body | The **Body** tab allows you to specify the data you need to send with a request. |
| Response | Under this tab, you can view the API response. |

**Linked to this Business Rule**

Under this section, you can view the list of APIs linked to this Business Rule. Also, you can edit and delete the APIs available under this section.

**Linked to other Business Rule**

Under this section, you can view the list of APIs linked to other Business Rules. Also, you can edit and delete the APIs available under this section.

**Unlinked APIs**

Under this section, you can view the list of unlinked notifications. These notifications are created but not linked with any business rule.

#### Business Rule Execution Behavior

**Execution Order**

Business Rules are executed **before workflows**.

**Loop Prevention**

- Business Rules do not re-trigger within the same session due to workflow updates.
- They may trigger again in a new execution cycle if conditions are met.

> [!NOTE]
> Note:
> 
> This prevents recursive execution between Business Rules and workflows.

#### **Record Locking Behavior**

When a Business Rule executes on a Problem Record:

- The record is temporarily **disabled for updates** until execution is complete.

The lock duration is controlled by system configuration:

Summit_BusinessRule_FreezeTimeout

After the configured timeout, the record becomes editable again.

**Impacted Scenarios**

Business Rules configured for Problem Management also apply to records created through other system actions.

**Problem Auto Creation**

When a Problem Record is created from an Incident:

- The configured Business Rules are triggered based on the defined conditions and triggers.