Work Item Update Rules

Work item update rules can automatically update the values on a work item with values that you specify. Creating work item update rules lets you streamline your workflow and requires less operator intervention to process work.

You can also create work item update rules that has a condition based on a multi-select field (MSF) so that the field can be set automatically. The MSF can be set to only a single value, which must be selected from the list of valid values for the MSF. The new value replaces (and is not added to) the original value in the target field. When the rule fires, all existing values for the field are replaced with the single value. See Multi-Select Custom Fields.

XTRAC supports updating any combination of the following fields:

• Status: You can update the field with an in-process, pending, or resolved status.
• Memo: The updated value displays on the work item and in the work history of the work item.

When the work item update rule does not specify a new memo value, XTRAC does not change the Memo field on the work item. The History tab is then updated with a default message that includes the description of the rule.

• Cause, Communication Type, Item Type, Subtype, and Subcause: You can update any of these fields.
• Custom Field: You can update any custom field for your workflow. However, if you update a large number of custom fields, you might affect the performance of the update rule.

XTRAC retrieves all of the work item update rules that match and processes them sequentially until a rule is fully executed. There might be update rules that cannot be executed because the custom fields to update do not exist in the work item rule or because values for required fields were not provided. XTRAC evaluates each rule until it finds a rule that it can execute or until XTRAC runs out of matching rules.

Note: You can set up a rule that removes a value from a field, which works the same as selecting [No Value] on the Condition tab because XTRAC adds the field without adding a value. You can add value group fields in the same way. However, you cannot remove a value from the Item Type field or from a Boolean field.

If any field cannot be updated, XTRAC does not update any of the fields on a work item. For example, your rule updates the Status field and seven custom fields. If one custom field is not part of the work item rule, XTRAC does not update the Status field or the six custom fields.

If an update rule causes a work item to resolve, XTRAC checks the work item for fields that need to be complete prior to resolution. If all of the required fields are not complete, the work item update rule fails, XTRAC does not send a notification about the failure, and no event is written to the work item history.

If the work item requires a note on resolution, XTRAC generates a system note that indicates that XTRAC resolved the work item using a work item update rule. For work items that have unsubmitted correspondence, XTRAC resolves the work item, and the correspondence remains in an unsubmitted state. If the correspondence must be submitted, the operator must open the work item, submit the correspondence, and then resolve the work item again.

If the selected field is a value group custom field, the Values drop-down list box contains a list of all of the values in the group. If you enter a value that is not a possible value for this field, XTRAC does not validate the value, and it updates the work item with the value anyway.

XTRAC validates the length of custom field values. If you enter a value that exceeds the maximum length, XTRAC displays an error message.

IMPORTANT: For general XTRAC rule information, see XTRAC Rules.

Creating a Work Item Update Rule

Note: To define a work item update rule, you need the Create and Work Item Update Rule security functions as part of the security group that is associated with your entitlement set.

If you include a multi-select custom field (MSF) in a work item rule, you can update that field using a work item update rule. The update can be based on other fields in the work item. The MSF can be set to only a single value, which must be selected from the valid values for the MSF. The new value replaces and does not add to the original value in the target field.

Note: MSFs are not supported for Common Field Groups. See Common Field Groups.

To create a work item update rule

1. In Feature Explorer, click Rules > Work Item Update Rules.
2. In the Work Item Update Rule Summary window, from the Node drop-down list box, select the node where you want to define the new rule.
   
3. Click New.
4. In the Work Item Update Rule Detail window, in the Description field, enter a description for the rule (up to 60 characters).
5. In the Event drop-down list box, select the event.
6. In the Condition tab, build the rule condition by selecting the applicable fields, criteria, and values.

See Rule Conditions and Building a Rule Condition.

Note: To avoid defining multiple conditions for different fields, you might be able to create a multi-select custom field to set up the conditions. See Multi-Select Custom Fields.

7. In the Action tab, in the Fields drop-down list box, select the field whose value you want to update.

Note: To remove a field, in the grid, select the field, and then click Remove.

8.  Select or type a value for the selected field.
9. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
10. (Optional) In the Memo field, type the reason for creating the rule (up to 60 characters).
11. Click Save.

XTRAC saves the rule, numbers it, and appends it to the bottom of the sequence list on the Work Item Update Rule Summary window.

12. Specify the order that XTRAC executes the rules in.

See Ordering Rules.

13. Specify the node and rule association.

See Using Rules Stored at Another Node.

Copyright © 2011-2014 XTRAC, LLC. All rights reserved.