Form Rules

Form Rules allow you to define rules to automate certain actions on form fields based on custom conditions.

Supported Form Types: Incidents request forms, service request forms, change forms, problem forms, and release forms.

Form Rules are executed at the client-side only.

Creating a Form Rule
Operations performed on Form Rules from the List View page

Creating a Form Rule

You can create form rules under Setup > Templates & Forms > Form Rules or from the respective incident, service, or change templates.

Incident/Service Request Form Rules
Change Form Rules
Release Form Rules

Incident/Service Request Form Rules

1. Go to Setup > Templates & Forms > Form Rules.

2. Choose the preferred type from the dropdown: Incident Request or Service Request.

3. Click New Rule.

4. Under the Rule Definition section,

i. Provide relevant Name and Description.

ii. Rule Applies for: Select the preferred users to whom the rule should be applied. The available options are All Users, Requesters, and Technicians.

iii. Rule Applies to: Choose the preferred option.

Selected Template- Select this to restrict the rule to selected templates and add the preferred templates from the combo box that appears.
All Templates- Select this to apply the rule for all templates.

iv. Execute when a request is:

a. Choose the preferred checkbox(es):

Created - Choose this to apply the rule when the request form is created.
Edited - Choose this to apply the rule when the request form is edited.

b. Also, use the dropdown to choose the preferred option:

On Form Load - Select this to apply the rule when the form loads
On Field Change - Select this to apply the rule when a field value changes and also choose the preferred field using the dropdown.
On Form Submit - Select this to apply the rule when the form is submitted.

Note: On Form Submit event supports only the actions Set Value to Field and Clear Field Value.

5. Under the Conditions section, configure the criteria based on which the rule should be applied.

Use the dropdown to select the preferred field.
Select the preferred condition: is, is not, is empty, or is not empty.
Choose the relevant field value.

You can create multiple criteria. To add a new criterion, click the plus icon and repeat the above steps. To remove a criterion, click the minus icon against the preferred criterion.

6. Under the Actions section, configure the action to be performed. The available options are as follows.

Show Fields: You can display the required fields using this action.
Hide Fields: This will help in preventing certain fields from being displayed.
Enable Fields: A user can edit fields that are enabled.
Disable Fields: A user cannot edit disabled fields.
Mandate Fields: This action activates the mandatory property of a field.
Non-Mandate Fields: This action deactivates the mandatory property of a field.
Show Resource: This action displays given resources in the request form.
Hide Resource: This action hides given resources in the request form.
Clear Options: You can eliminate all the options under a Select drop-down menu of a field using this.
Add Options: This will append options to a given Pick List/Multi-Select/CheckBox field in the request/change form. You will be able to select these options later while accessing the field.
Remove Options: You can eliminate selected options appended to a field using this action.
Set Value to Field: You can set a default value to a field.
Clear Field Value: This action clears the value of a field in the request form.
Set Tasks^#: Select tasks that must be created in a request that matches the specified conditions. Users, however, can remove these tasks when they create a request.
Hide Tasks^#: Use this option to prevent users from viewing a task. You can also set and hide a task thereby preventing users from removing the task.
Unset Tasks^#: Select tasks that are not to be created in a request. You can also hide and unset a task thereby preventing users from creating the task.
Unhide Tasks^#: Hidden tasks in requests, on other circumstances, might need to be displayed for users. You can then use this option.
Execute Custom Scripts: Using this option, you can execute scripts to modify request forms dynamically based on user input.

^# - These options are available only when Rule applies to is set to Selected Templates.

7. Finally, click Save.

Alternatively, you can also create rules in the template editor under Form Rules tab. To access it, go to Setup >> Templates & Forms >> Select the preferred template (Incident Template or Service Template) and then go to Form Rules tab by creating a new template or editing an existing template.

Note: Use the toggle under Rule options to enable/disable the rule if required.

Form Rules cannot be executed upon spot editing of request fields in the Details page. However, users have the option to disable spot editing in requets when Form Rules are created, using the Advanced Portal Settings.

Sample Request Form Rule:

Change Form Rules

1. Go to Setup >> Templates & Forms >> Form Rules.

2. Choose Change from the drop-down.

3. Click New Rule.

4. Under the Rule Definition section,

i. Provide relevant Name and Description.

ii. Rule Applies for: Select the preferred users to whom the rule should be applied. The available options for are All Users, Requesters, Technicians, and All Users Except Change Manager, Change Owner, and SDChangeManager.

iii. Rule Applies to: Choose the preferred option.

Selected Templates- Select this to restrict the rule to selected templates and add the preferred templates from the combo box that appears.
All Templates- Select this to apply the rule for all templates.

iv. Execute on:

a. Choose the preferred checkbox(es):

New Form: Execute rules in new change form.
Edit Form: Execute rules in change edit form.

v. In the event of: Use the dropdown to choose the preferred option:

Form Load - Select this to apply the rule when the form loads
Field Change - Select this to apply the rule when a field value changes and also choose the preferred field using the dropdown.
Form Submit - Select this to apply the rule when the change form is submitted.

Note: Form Submit event supports only the actions Set Value to Field, Clear Field Value, and Execute Custom Script.

5. Under the Conditions section, configure the criteria based on which the rule should be applied.

Use the dropdown to select the preferred field.
Select the preferred condition: is, is not, is empty, or is not empty, and etc.
Choose the relevant field value.

You can create multiple criteria. To add a new criterion, click the plus icon and repeat the above steps. To remove a criterion, click the minus icon against the preferred criterion.

6. Under the Actions section, configure the action to be performed. The available options are as follows.

Show Fields: You can display the required fields using this action.
Hide Fields: This will help in preventing certain fields from being displayed.
Enable Fields: A user can edit fields that are enabled.
Disable Fields: A user cannot edit disabled fields.
Mandate Fields: This action activates the mandatory property of a field.
Non-Mandate Fields: This action deactivates the mandatory property of a field.
Clear Options: You can eliminate all the options under a Select drop-down menu of a field using this.
Add Options: This will append options to a given Pick List/Multi-Select field in the change form. You will be able to select these options later while accessing the field.
Remove Options: You can eliminate selected options appended to a field using this action.
Set Value to Field: You can set a default value to a field.
Clear Field Value: This action clears the value of a field in the change form.
Execute Custom Script: Use Custom Scripts to dynamically modify the change form based on user input. Click here for sample custom scripts for change form rules.
Show Custom Widget: Show custom widgets in the right pane of a change add/edit form using Form Rule.
Hide Custom Widget: Hide custom widgets from the right pane of a change add/edit form using Form Rule.

7. Finally, click Save.

Alternatively, you can also create rules in the template editor under Form Rules tab. To access it, go to Setup >> Templates & Forms >> Select Change Template and then go to Form Rules tab by creating a new template or editing an existing template.

Note: Use the toggle under Rule options to enable/disable the rule if required.

Form Rules cannot be executed upon spot editing of Change Fields in the Details page. However, users have the option to disable spot editing in changes when Form Rules are created, using the Advanced Portal Settings.

Sample change form rule:

Release Form Rules

1. Go to Setup >> Templates & Forms >> Form Rules.

2. Choose Release Form Rules from the drop-down:

3. Click New Rule.

4.Under the Rule Definition section,

Provide a relevant Name and Description.
Rule Applies for: Select the preferred users for whose actions the rule should be applied. The available options are:

All Users
All users except Release Manager, Release Engineer, and SDReleaseManager

Rule Applies to: Choose the preferred option.

Selected Template- Choose this to restrict the rule to specific templates by adding your preferred templates from the combobox that appears.
All Templates- Choose this to apply the rule for all templates.

Execute when a release is:

Choose the preferred checkboxes:

New Form: Execute rules in new change form.
Edit Form: Execute rules in change edit form.

v. In the event of: Use the dropdown to choose the preferred option:

On Form Load - Select this to apply the rule when the form loads
On Field Change - Select this to apply the rule when a field value changes and also choose the preferred field using the dropdown.
On Form Submit - Select this to apply the rule when the form is submitted.

On Form Submit event supports only the actions Set Value to Field and Clear Field Value.

5. Under the Conditions section, configure the criteria based on which the rule should be applied.

Use the dropdown to select the preferred field.
Select the preferred condition: is, is not, is empty, or is not empty.
Choose the relevant field value.

You can create multiple criteria. To add a new criterion, click Add

and repeat the above steps. To remove a criterion, click Remove

against your preferred criterion.

6. Under the Actions section, configure the action to be performed. The available options are as follows:

Show Fields: You can display the required fields using this action.
Hide Fields: This will help in preventing certain fields from being displayed.
Enable Fields: A user can edit fields that are enabled.
Disable Fields: A user cannot edit disabled fields.
Mandate Fields: This action activates the mandatory property of a field.
Non-Mandate Fields: This action deactivates the mandatory property of a field.
Clear Options: You can eliminate all the options under a Select drop-down menu of a field using this.
Add Options: This will append options to a given Pick List/Multi-Select/CheckBox field in the form. You will be able to select these options later while accessing the field.
Remove Options: You can eliminate selected options appended to a field using this action.
Set Value to Field: You can set a default value to a field.
Clear Field Value: This action clears the value of a field in the release form.
Execute Custom Script: Use Custom Scripts to dynamically modify the release form based on user input. Click here for sample custom scripts for release form rules.
Show Custom Widget: Show custom widgets in the right pane of a release add/edit form using Form Rule.
Hide Custom Widget: Hide custom widgets from the right pane of a release add/edit form using Form Rule.

7. Finally, click Save.

Alternatively, you can also create rules in the template editor under the Form Rules tab. To access it, go to Setup >> Templates & Forms >> Select the preferred template (Incident Template or Service Template) and then go to the Form Rules tab by creating a new template or editing an existing template.

Use the toggle under Rule Options to disable the rule if required.

Form Rules cannot be executed upon spot editing of Release Fields in the Details page. However, users have the option to disable spot editing in releases when Form Rules are created, using the Advanced Portal Settings.

Sample release form rule:

Operations performed on Form Rules from List View page

Action on Rules

On clicking the gear icon next to a rule, you get to choose actions like Edit, Delete, Disable/ Enable a rule.

The actions Delete, Disable, and Enable can also be performed on multiple rules simultaneously. To perform bulk actions, select multiple rules and choose the preferred option from the Actions drop-down