Update Fields

Updated on 22 Jan 2024
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Update Fields

The next type of action is to 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.

2. Under Execute, Select the Execution Mode.

Every time: If selected, the field will be updated every time the condition and trigger is met.
First time: If selected, the field will be updated only first time when the condition and trigger is met.

Refer to the Update Action Type section for more information.

3. Select the Field value from the Dropdown.

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

5. Enter the Value.

6. Click Next.

List of Supported Fields

Field Name	Field Key	Field Type	Field Data Type	Notification API Key
Workgroup / Assigned Workgroup	WORKGROUP	dropdown	integer	WORKGROUP
Analyst / Assigned To	ASSIGNED_TO	dropdown	integer	ASSIGNED_TO
Status	STATUS	dropdown	string	STATUS
Category	CATEGORY	treeview	integer	CATEGORY
Classification	CLASSIFICATION	treeview	integer	CLASSIFICATION
Impact	IMPACT	dropdown	integer	IMPACT
Urgency	URGENCY	dropdown	integer	URGENCY
Priority	PRIORITY	dropdown	integer	PRIORITY
SLA Service Window	SLA_SERVICE_WINDOW	dropdown	integer	SLA_SERVICE_WINDOW
Pending Reason	PENDING_REASON	dropdown	integer	PENDING_REASON
Closure Code	CLOSURE_CODE	dropdown	integer	CLOSURE_CODE
Resolution Code	RESOLUTION_CODE	dropdown	integer	RESOLUTIONCODE
Closure Category	CLOSURE_CATEGORY	treeview	integer	CLOSURE_CATEGORY
Medium	MEDIUM	dropdown	string	MEDIUM
Description	DESCRIPTION	textarea	string	DESCRIPTION
Solution	SOLUTION	textarea	string	SOLUTION
Symptom	SYMPTOM	text	string	SYMPTOM
Secondary Analyst	SECONDARY_ANALYST	dropdown	integer	SECONDARY_ANALYST
Sub Workgroup	SUB_WORKGROUP	dropdown	integer	SUB_WORKGROUP
Scheduled Date Time	SCHEDULED_DATE_TIME	date	date	SCHEDULEDATE
Target Completion Date	TARGET_COMPLETION_DATE	date	date	TARGET_COMPLETION_DATE
Cancellation Remarks	CANCELLATION_REMARKS	textarea	string	CANCELLATION_REMARKS
Response SLA Violation Reason	RESPONSE_SLA_REASON	text	string	RESPONSE_SLA_REASON
Resolution SLA Violation Reason	RESOLUTION_SLA_REASON	text	string	RESOLUTION_SLA_REASON
Incident Closing Mode	INCIDENT_CLOSING_MODE	dropdown	string	INCIDENT_CLOSING_MODE
Auto Closing Days	AUTO_CLOSING_DAYS	number	string	AUTO_CLOSING_DAYS

Note

Based on the module selected by the user, the relevant standard fields belonging to that module will appear in the Update Fields section.

Update Action Type

Update values first time: If selected, will update the fields only for the first time when the record is updated.

Let's explore the following use-cases.

Use Case
User Persona: Analyst

Solution

Sam wants to have a business rule that sets the category of an incident based on its description. Sam wants to update the category field on the incident record only for the first time when the incident is created.

This can be achieved by creating a new business rule and selecting the appropriate trigger for the rule and selecting Update Values first time. For example, you might choose to trigger the rule when a new incident is created. Next, Sam needs to add a condition to check the description field on the incident record. For example, Sam can add a condition to check if the description contains certain keywords related to the category. If the condition matches, the category field on the incident record will get updated to the desired value.

Update values every time: If selected, will update the fields every time when the record is updated.

Let's explore the following use-cases.

Use Case
User Persona: Analyst

Solution

William wants to have a business rule that updates the status of an incident based on its progress. William wants to update the status field on the incident record every time a task related to the incident is completed.

This can be achieved in Business Rule Designer by creating a new rule and selecting the appropriate entity and trigger for the rule. In this case William can choose to trigger the rule Every time when a related task is updated or completed on an incident record. Next, William will need to add a condition to check the progress of the incident. For example, he might add a condition to check if all related tasks have been completed. If the condition is true, the status field on the incident record will be updated as desired.

Note:

The Update Action Type field displayed only when the Trigger Type is selected as Update.
There are few mandatory fields based on status value selection. Based on the selected status value the following mandatory fields are displayed.

Override Values

If the Override Values = YES, then the values defined for the field in the Business Rule will override the values set for that field in the record.

If the Override Values = NO, then the values defined for the field in the Business Rule will be applied only if the value is not set (meaning empty) for that field in the record. As stated otherwise, if there is a value already available for a particular field in the record, then the Business Rule Value will not be applied.

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