1

Name

Enter the 'Name' for the rule.

      2

Description

Enter the 'Description' for the rule.

Specialization Criteria

Input the criteria against which the record will be matched in order to apply the rule.

      3

Service

Select the 'Service' for all those where the rule is applicable.

      4

Category

Select the 'Category' for all those where the rule is applicable.

      5

Sub Category

Select the 'Sub Category' for all those where the rule is applicable.

      6

Consider Derived Fields

Check this box if 'Derived Fields' need to be considered. Select the 'Derived Field 1', 'Derived Field 2' and 'Derived Field 3'.

      7

Custom Specialization

Select the 'Custom Specialization' for all those where the rule is applicable.

Auto State Transition Properties

Input the criteria which would cause the state to be changed.

      8

From State

Select the 'From State' from which the transition should happen.

      9

To State

Select the 'To State' to which the transition should happen.

     10

Consider Tolerance Interval

Check this box if a 'Tolerance Interval' has to be specified before the state change is done. Pre-notifications can be enabled such that notifications are sent out at pre-determined times informing about the state change required and if that does not happen, then the state is automatically changed at the end of the Tolerance Interval.

     11

Consider Additional Field

Check this box if an 'Additional Field' has to be considered. This field appears if there are Date Fields defined as Additional Fields. You can select an Additional Field. When the record is created, the additional field is updated. If the date specified in the Additional Field is crossed, once the record reaches the 'From State' it automatically transitions to the 'To State'.

     12

Pre Notification Level 1

Select this option to add the first level of notification. This will send a notification to the users prior to the automatic state change. It is not mandatory to select this option.

     13

Time Interval

Enter the time in days, hours and minutes.

This time interval should be specified such that it is less than the tolerance interval specified as it gives users some more time to perform the state change

     14

Notification Profile

Select the profile that will be used for this level of notification.

     15

Pre Notification Level 2

Select this option to add the second level of notification. It is not mandatory to select this option.

     16

Time Interval

Enter the time in days, hours and minutes.

This time interval should be specified such that it is less than the tolerance interval specified and more than the time interval specified in 'Pre-Notification Level 1' as it gives users some more time to perform the state change

     17

Notification Profile

 Select the profile that will be used for this level of notification.

     18

Tolerance Interval

Enter the time in days, hours and minutes. This is the interval after which an automatic state transition is done.

Tolerance interval is calculated from the time record reaches the 'From State'. Despite  sending pre-notification 1 and pre-notification 2, if the user is unable to perform state transition, then SapphireIMS automatically performs the state transition.

      19

Business Hours Profile

Select a business hours profile which will be taken into consideration while calculating the tolerance time interval.

      20

Holiday Profile

Select a holiday profile which will be taken into consideration while calculating the tolerance time interval.

      21

Location & Department

Select these option as 'Yes' to denote if the state transition has to be based on the record submitter’s location or department. For e.g., if a record is submitted from Bangalore Location and if the check box “Yes” is selected, the rule will assign records to the engineer who belongs to Bangalore location.

      22

Maximum Active Assignments Permitted

Maximum Active Assignments

Overload Assignments

• Check the box 'Maximum Active Assignments Permitted' to define the maximum active assignments for the technician.

• Enter the number of 'Maximum Active Assignments' for the technician.

•  Select option 'Overload Assignments' 'as “Yes” if the maximum active assignments can be overridden for the technician.

The records are assigned in a round robin fashion subject to other specialization criteria being met.

      23

Availability of technician

This option can be selected to assign records to technicians who have signed-in only.

      24

Consider States for Load

 Select the states which records should be in to be considered as load for active assignments.

      25

Role / User

Select the Role and Users for auto assignment.

Note: This field is mandatory and even for simple state transition without auto assignment, a role or user needs to be selected to proceed. However this has no bearing on the state transition.