About Substatus Rules

Information

Substatus Rules are a mechanism that allows you to configure Issuetrak to automatically change the Substatus field or pause the System Clock for an issue.  

Substatus Rules

If the Issue Substatus field is activated in your Administration > System > System Settings > Optional Fields, you can add Substatus Rules to automatically update issues to a different Substatus when certain events occur. For example, if an issue’s Substatus is User Response Needed, its Substatus could be updated to Under Review as soon as the Submitter adds a note. Among these types of Substatus Rules, there is also a Process Order that defines which Rule is to be applied when issues simultaneously qualify for multiple Substatus Rules.

Pause Clock

Substatus Rules may also be used to pause the system clock when issues have certain Substatuses. Once the clock has been paused on an issue—its Adjusted Time Open (i.e. Total Time Open minus how long clock is/was paused) will be used for Escalations, SLAs and standard reports instead of its Total Time Open (i.e. exactly how long issue is/was open). For example, if the Substatus User Response Needed pauses the system clock, an issue with this Substatus would not continue to accrue Escalation or SLA processes until the Submitter adds a note or a user changes its Substatus.

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Adding Substatus Rules

Steps

1

Go to Administration > Business Rules > Substatus Rules.

2

Select the event that triggers this new Rule.

Notes added when using the “Email Issue” function are not recognized as “Add Note”, “Note Added by Submitter”, or “Note Added by Submitting Organization” issue events.

3

Select the Substatus criteria for this event.

4

Select the Substatus to be applied.

5

Define the Process Order for this new Rule.

6

Click Save.

A confirmation message will appear when this process is complete.


Adding Substatus Pause Clock Rules

Steps

1

Go to Administration > Business Rules > Substatus Rules.

2

Scroll down to the “System Clock Pausing” section.

3

Select the Substatus you want to automatically pause the system clock (i.e. all Total Time Open, Escalation and SLA calculations) on issues.

4

Click Save.

A confirmation message will appear when this process is complete.


Editing Substatus Rules

Steps

1

Go to Administration >* Business Rules* > Substatus Rules.

2

Click edit next to the Rule you are modifying.

3

Make your changes.

4

Click Save.

A confirmation message will appear when this process is complete.


Deleting Substatus Rules

Steps

BEST PRACTICE: Whenever possible, always deactivate rather than delete existing items within your system.

1

Go to Administration > Business Rules > Substatus Rules.

2

Click del next to the Rule you are deleting.

3

Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.