Problem Form Rules

You can define rules that dynamically hide or display information on a problem form based on user input. With form rules, you can configure specific criteria for incoming problems and automate certain actions when the problem matches the configured criteria. Problem form rules will be applied only to technicians.

Role Required: SDAdmin

You can configure field and form rules for three events:

• Form Load - Apply the rule each time when the form is accessed or opened.

• Field Change - Apply the rule when a selected field value is changed.

• Form Submit - Apply the rule when the form is submitted.

The rule must contain at least one executable action. You can optionally define a criteria for this action.

Actions Supported

The following are the actions that are supported in the problem form:

• Show Fields: Display required fields.

• Hide Fields: Hides certain fields.

• Enable Fields: Enable and edit fields.

• Disable Fields: Disable fields from being edited. The value of the disabled field will be retained.

• Mandate Fields: Activate the mandatory property of a field.

• Non-Mandate Fields: Deactivate the mandatory property of a field.

• Clear Options: Remove all options under a select drop-down menu of a field.

• Add Options: Add options to a given pick list or multi-select field in the form. You will be able to select these options later while accessing the field.

• Remove Options: Eliminate selected options added to a field.

• Set Value to Field: Set a default value to a field.

• Clear Field Value: Clear the value of a field in the problem form.

Create a New Rule

Go to Setup > Templates & Forms > Form Rules and choose Problem Form Rules from the drop-down.

• Click New Rule.

• Rule Name: Provide a name for the rule. This field is mandatory.

• Description: Provide a brief description about the rule.

• Rule applies for: Technician is auto-populated in this field and cannot be edited.

• Rule applies to: Choose if you want to apply the rule to specific templates or all templates. If you choose to apply the rule to specific templates, add the preferred templates.

• Execute on: Choose if you want to execute the rule problem add form or edit form.

• In the event of: Choose the event in which the rule must be applied.

• Under Conditions, configure the criteria by selecting the preferred field and set the preferred condition from available options 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.

• Under Actions, configure the actions to perform when a problem satisfies the specified criteria.

• You can use Toggle under Rule Options to disable the rule if required.

• Click Save.

Sample Problem Form Rule:

Alternatively, you can also create a form rule from a Problem Template.

Go to Setup > Templates & Forms > Problem Template. Select an existing problem template and navigate to the Form Rules tab.

Hover over the Clipboard icon in the problem template list view page to view the form rules added to a problem template.

List View Actions 

You can edit, delete, and enable/disable a rule by clicking the  icon beside the rule name. You can also toggle the status of a rule from the list view page to enable/disable it.

To perform actions in bulk, select the rules and use the Actions drop-down.

Click a rule name or the drop-down icon beside the rule to preview the conditions and actions associated with the rule.

You can use the Filter by event drop-down to filter the rules displayed based on their configured events.

Click the Search  icon and add the criteria to search through form rules based on description, rule name, and templates.

You can customize the layout of the problem form rules list view page by clicking the Table Settings  icon. Under table settings, you can limit the records per page and sort the rules as needed.