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Case ManagerCase Manager Documentation

Version: i56

Create an Incident Rule

Create an incident rule to assign, prioritize, and restrict new incidents.

Case Manager evaluates an incident against each rule in the list from top to bottom. Once the incident reaches the first rule for which it matches the conditions, Case Manager stops evaluating and ignores the remaining rules in the list.

  1. In the navigation bar, click the menu The menu icon in the navigation bar; three white lines on a green background., select Settings, then select Analytics.

  2. Under Case Management, select Incident Rules

  3. Click Add new triage rules A blue circle with a white plus sign..

  4. Enter information about the rule:

    • Rule Title – Give the incident rule a unique name.

    • Conditions – Assign a condition that evaluates the incident. To add more than one condition, click +ADD.

      The conditions are case sensitive. For example, if the "to" field is [email protected], the rule won't trigger if the "to" field is [email protected].

    • Assign to Queue – Assign the incident to a queue. Otherwise, assign the incident to the default Unassigned Queue.

    • Priority – Assign the incident to low, medium, high, or critical priority.

    • Restrict To – Restrict who can access, see, or search for this incident. You can restrict access to one person or a group. These are groups you named when you configured LDAP.

  5. Click SAVE.