You can set up rules to automatically generate subjects of service requests that use request models.
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 changes.
Request Subject Generation Rule form fields
Field
Mandatory
Description
Service request model
+
Specify a request model. The rule will be applied to the records created from the model.
You can specify only the model for the Request(itsm_request) table or its child one.
Template
+
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
+
Select how to apply the template. Available options:
Add at the beginning – the template will be substituted at the beginning of the subject of existing records.
Add at the end – the template will be substituted at the end of the subject of existing records.
Do not override – the template will not override the subjects of existing records. Subjects of new request records after the rule is created will have the value specified in the template.
Override – the template will override the subjects of existing records. Subjects of new request records after the rule is created will have the value specified in the template.
Only one rule can be configured for each request model.
