Service Desk Practitioners Forum

How DB rules work?

Kanokporn Aumpr
Frequent Contributor.

How DB rules work?

Hello expert

We have specified in our BB rule as below:

When service call is modified
where Folder equals TEST AND Status (*) equals Completed, Schedule the validation of this condition at 7 days After Actual Finish, Only execute once Set Status to CLOSED (Update Data) Status set to Closed

It works fine for manually updating a ticket in the GUI but not by email.

As my understanding, DB rules should look at changes in the record in the database then it validate the condition.

Could you please kindly advise?

Best Regards
Vasily Kamenev
Acclaimed Contributor.

Re: How DB rules work?

Your rule can be executed only if your email update the sc field Status to "Completed" and set Actual Finish too.

Kanokporn Aumpr
Frequent Contributor.

Re: How DB rules work?

Hi Vasily

Thanks a lot for your reply!

Email exactly updates the status field to "Completed" but rule is not executed. As mentioned above, it works only when manually update via the client. This is weird because this is DB rule so it should be triggerd when status is changed to "Completed".

When we took the option "Evaluate this rule...." from "Status (*) equals Completed". The rule is executed both manual and email.

Could you please help to explain this?

Meine de Vries
Super Contributor.

Re: How DB rules work?

This database rule will only be executed is the status is set to "Completed" AND the "Actual Finish" has been set, otherwise there is no date to schedule this transaction from.

Check the service call, modified via an email to Completed, for this date.

Outstanding Contributor.

Re: How DB rules work?


Which version of OVSD are you running? I only mention this because we have a very similar rule. It doesn't check folders or anything, but it waits for 7 days after COMPLETION then changes it to CLOSED.

We know have thousands of scheduled tasks. I'm convinced that this is a major contributor to our preposterous response times in the application. Not only that, but approximately 20% of all our business rules just plain fail, and its been suggested that this is because of the huge stack of scheduled tasks we have because of this rule.