[DidYouKnow - 29] Global Field and Form Rules
We had enhanced the Field and Form Rules as Global FaFR in 11005 builds of Service Desk Plus. Now it is much easier to maintain Field and Form Rules.
Benefits of global FaFR:
- No more duplicating form rules on multiple templates.
- You can configure a separate set of global rules on Incident and Service templates.
- You can either convert existing FaFR to global rule or new global rule can be created.
- You can associate particular FaFR to be a global rule, which can be applied on "All templates" or "Specific templates"
- For the user's ease, the FaFR configured under global rule can be viewed and edited from any associated template.
- For Incident requests, you can configure the condition for fields that contain default request properties, logged user details, basic details of a requester, incident custom fields, and custom fields common to both incident and service templates.
- For Service requests, you can configure the conditions for fields containing the default request properties, logged user details, basic details of a requester, common custom fields of the service catalog, and custom fields common to both incident and service templates.
Few Points to remember:
- When a FaFR is converted to global rule, make sure all fields used in the rule are available in all associated templates.
Example: If a FaFR has the Condition "Priority is HIGH" and Action "Technician is JOHN" make sure all the template associated with this rule has Priority and Technician fields.
- If a FaFR is configured on the service template with Service catalog based additional fields, after converting them to global rule, the condition will be removed.
Limitation:
- For Service templates, configuring service catalog based additional fields will stop working once it is converted as a global rule (in future we have plans to support service based fields)
- As of now, Tasks and Resources related configurations are not supported in global FaFR.
To know more about global FaFR click here