Configure Rule

  • Updated on Jan 5, 2026
  • Published on Dec 23, 2025
  • 2 minute(s) read
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Rules are templates that you can configure, which can be used by the End users and Analysts to log Incidents with pre-selected data without the need to key in each information. You can add, view, and modify rules. The Analysts can view the TEMPLATES icon on the ACTIONS panel of the NEW INCIDENT FOR USER page.

To configure a rule, perform the below steps:

  1. Navigate to Incident > Configuration > Others > Rule.

  2. Select Department.

  3. Click ADD NEW on the ACTIONS panel.

  4. Fill in the other required details under the GENERAL, COMMUNICATION, TROUBLESHOOTING, PARTNER INFORMATION, ADDITIONAL INFORMATION tabs. For more information about fields and icons under these tabs, see Logging Incidents for Users. For information about the TROUBLE SHOOTING tab, see TROUBLESHOOTING Tab.
    For more information, refer to Field Description.

    Figure:  

Field Description

Field

Description

Rule Name

Type in a unique Rule name

Active

Indicates the status set for the Rule.

  • If selected, the Rule is available as an option in the Rules list.

  • If not selected, the Rule is disabled and is not displayed in the Rules list.

Enable Template for User

Select to make the Rule available to the End Users. If selected, the End Users can quickly log an Incident using the Rule from the USER DASHBOARD page (see: End User Dashboard)

Tenant

Select a Tenant from the list.

Source

Select a source from the list.

Notification Method

Select a notification method from the list. The available options are E-mail, Phone, Chat, SMS, and None.

Configuration Item

Select a Configuration Item from the list.

Symptom

Type in the symptom for the issue for which you are creating the Rule.

Description

Type in the description for the issue for which you are creating the Rule.

ATTACHMENTS

Click the Upload icon to browse and upload the required attachments.

  1. Click SUBMIT to configure a new Rule.

Note

Under the CLASSIFICATION tab, for the Category field, the categories which are mapped to the customers as per the Category configuration are displayed as highlighted on the Category Pop-up page.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the RULE DETAIL page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Rules for the selected Tenant.

Figure: RULE List page

  • To edit a Rule detail, click the Rule Name. Make appropriate changes and click SUBMIT.

  • To display the inactive Rule details, click the Include Inactive check box.

  • To view the custom attributes linked/tagged to a rule, click the Rule Name, and click the ADDITIONAL INFORMATION tab. Under the RULE SPECIFIC ATTRIBUTES section, you can view the linked/tagged custom attributes.

    Figure: Additional Information