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CRM_SRCL_COND_SETS - Set Up Conditions

CRM_SRCL_COND_SETS - Set Up Conditions

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In this activity, you define sets of conditions that you want to use for defining the actions on the processing times. With the subsequent Customizing activities, you can then assign the condition sets to the actions sets as well as to single actions.

Example
  • You want to define an action that is to be executed when the status category of a processing time changes from NEW to IN PROCESS.

  • You want to define an action that is to be executed when the priority of an incident changes.

To define the expression of a condition, you can use condition attributes or another condition.

Example
You want to combine two condition sets in one condition set. To do so, you enter the condition sets as expression attributes.

The conditions are defined in a condition set. This enables you to define rules that contain multiple conditions that are combined with an AND or OR relation.

Example
You want to define a condition set that checks if the status category of a processing time is IN PROCESS or DISPATCHED. To do this, you define two conditions and relate them with an OR operator.

The system evaluates the conditions by giving an AND expression a higher priority than the OR expression. The following examples show how the system evaluates the expressions (the expressions of the following examples are listed in the order of the Expression Sequence in Conditions):

  • A AND B or C: The condition A and B must be fulfilled or condition C
  • A and B or C or D: One of the following conditions must be fulfilled:
  • A and B

  • C

  • D

  • A and B or C and D: One of the following conditions must be fulfilled:
  • A and B

  • C and D

You have defined the expression attributes with Customizing activity Define Condition Attributes.

  1. Define the condition set. Allocate an informative description to make it easier to assign the conditions sets to the action sets afterwards.
  2. Select your entry and choose Expression Modeler for Conditions.
  3. Enter your conditions in the sequence in which the system should evaluate the expressions.
  4. Enter the expression attributes. You can either enter an existing condition set or choose a condition attribute with the input help.
  5. Enter the expression operators and the value(s). You can create expressions with the following operators:
  • Changed: You can enter an expression such as #Changed from status NEW (1st value) to status IN PROCESS (2nd value)#

  • Not changed: This expression describes an expression such as #The expression attribute priority did not change#. You cannot enter any value. The values are not ready for input.

  • Equals and Not equals: You can enter value 1. Value 2 is not ready for input.

  1. Enter the value(s).
  2. Define the logical operator to link the single conditions with an AND or OR relation.
  3. If required, test the execution of the conditions with report Check Processing of Processing Times (CRM_SRCL_TRACE).





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