How Incidents are Evaluated by the Rules Engine

When you save an incident, it is evaluated by the rules engine.

Your administrator may have added business rules to simplify and automate your work. For example, rules can change incident fields, apply an SLA instance, add suggested answers to your response, and take many other actions automatically. If you save an incident without closing it and the incident matches one or more rules, it is possible that the incident was automatically modified by the rules engine. If you notice that changes have been made to the incident, you may want to check with your administrator to verify that they are the result of rule actions. See Overview of Business Rules.

Before you start editing incidents, you will benefit from understanding what certain field properties mean in order to provide accurate responses to customers. This includes incident statuses and SLAs, as they play an important role when you interact with customers.