Subject Generation Rules
You can set up rules to automatically generate subjects of service requests that use request models.
tip
Role required: request_manager, admin.
To create a rule, complete the following steps:
- Navigate to Service Request Management → Subject Generation Rules.
- Click New and fill in the fields.
- Click Save or Save and exit to apply the changes.
Request Subject Generation Rule form fields
Field | Mandatory | Description |
---|---|---|
Service request model | Y | Specify a request model. The rule will be applied to the records created from the model. You can only specify the model for the Request (itsm_request) table or its child one. |
Template | Y | Specify the subject template. You can use placeholders like ${caller} but without dot-walking. To access the model attributes, use the {rem_attr.column_name} call. If the field is not found, a gap will be displayed in the text. |
Usage type | Y | Select how to apply the template. Available options:
|
caution
Only one rule can be configured for each request model.