Automation Rules on Problem Records


When an incident occurs repeatedly, a problem manager can register a problem to prevent further recurring of such an incident.  Subsequent incidents may be related to that problem, until its cause has been discovered and resolved.  As of now, generic automation rules for problem records can be created from the ‘Automation rules’ view.  This makes it possible to send notifications to impacted users whenever the status of the problem record changes, for example.

Automation rule problem

When a problem is related to a workflow or request(s), these related records can also be accessed by the automation rules.  The example below shows how users who registered an incident that was related to a problem may receive an update when the problem’s status is updated to ‘Analyzed’.

Automation rule problem request