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How to set complex conditions on DB rule for Service Desk?

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Partha Maji
Trusted Contributor.

How to set complex conditions on DB rule for Service Desk?

Hello,

Can any one help me to find any documents or manual on how to create DB rule for multiple conditions as given below? I am using OVSD 4.5;

AA-LL-4 hrs. Down MailNoWhen incident is modified
where Configuration Item;Folder (*) equals AA
AND Incident Description (*) contains Down
AND NOT (Status (*) equals ClosedORCancelledOROn HoldORResolvedORFalse Ticket, Schedule the validation of this condition at 4 hours After Registration;Created, Only execute once)
AND Configuration Item;Category (*) equals Leased Line
AND Escalation Matrix (*) equals 120AA-LL-ISDN-4hrs-esc.-Mail (Send e-mail message) , Send to: Configuration Item;Administrator Workgroup], Subject: 4hrs.escalation, [ID] , [Configuration Item;Search code] is down., Message: Incident Ticket Number : [ID]
Organization : [Configuration Item;Owner Organization]
Class : [Configuration Item;Managed by service]
Incident information : [Configuration Item;Name 1]
Incident Description : [Incident Description]
Reason For Outage : [Reason For Outage]
Action Taken : [Action Taken]

Help Desk
Set escalation matrix to 240 (Update Data) Escalation Matrix set to 240
4 REPLIES
Mark O'Loughlin
Acclaimed Contributor.

Re: How to set complex conditions on DB rule for Service Desk?

Hi Partha,

other that the admin guide there is an extra (but small) piece in this under "Rules" - This came with SP 7 so I am assuming that you are at least on SP 7.

Is the above rule working for you?
George M. Meneg
Acclaimed Contributor.

Re: How to set complex conditions on DB rule for Service Desk?

Hello Partha,

What version (SP) are you using?

This is not very hard to implement.

This is the trigger:

AA-LL-4 hrs. Down MailNoWhen incident is modified
where Configuration Item;Folder (*) equals AA
AND Incident Description (*) contains Down
AND Configuration Item;Category (*) equals Leased Line
AND Escalation Matrix (*) equals 120AA-LL-ISDN-4hrs-esc.-Mail

The part bellow is is scheduled for execution four hours after Registration Created and will be executed only once.

AND NOT (Status (*) equals ClosedORCancelledOROn HoldORResolvedORFalse Ticket, Schedule the validation of this condition at 4 hours After Registration;Created, Only execute once)

Bellow this is the action will be executed

(Send e-mail message) , Send to: Configuration Item;Administrator Workgroup], Subject: 4hrs.escalation, [ID] , [Configuration Item;Search code] is down., Message: Incident Ticket Number : [ID]
Organization : [Configuration Item;Owner Organization]
Class : [Configuration Item;Managed by service]
Incident information : [Configuration Item;Name 1]
Incident Description : [Incident Description]
Reason For Outage : [Reason For Outage]
Action Taken : [Action Taken]
menes fhtagn
Partha Maji
Trusted Contributor.

Re: How to set complex conditions on DB rule for Service Desk?

Hello,

Thanks for quick response.
I am using SD 4.5 SP5!

The manual, Mark you have sent, there I have seen one condition screen-shot which is not available in SP5. But, I want to add multiple condition in DB rule.

For example:

IF
DESCRIPTION CONTAINS "WORD1 WORD2" AND ("WORD3" OR "WORD4") AND ("WORD5" OR "WORD6")
AND
DESCRIPTION DOES NOT CONTAINS "WORD7" OR "WORD8"
THEN
ACTION

But, when i add same kind of DB rule, it does not work. It only works when I give a single condition.

George M. Meneg
Acclaimed Contributor.

Re: How to set complex conditions on DB rule for Service Desk?

Hello Partha,

You must use SP7 or higher for construction such a rule. Upgrading to SP7 or later (after having a backup of course) is strongly recommended. SP19 even offer complex filtering ability for the View Filter and not only UI rules

(You must not upgrade to SP18 or greater version if you are planning to upgrade to Service Desk 5.1)

IF
DESCRIPTION CONTAINS "WORD1 WORD2" AND ("WORD3" OR "WORD4") AND ("WORD5" OR "WORD6")
AND
DESCRIPTION DOES NOT CONTAINS "WORD7" OR "WORD8"
THEN
ACTION

See your example at the attached image
menes fhtagn