Conditional actions in change templates

Streamline your change management processes by incorporating intelligent, automated logic directly into your change templates. With Conditional Actions, you can define specific criteria that, when met, trigger designated actions, allowing you to handle diverse, sequence-driven change scenarios with greater efficiency and precision.

This article guides you through understanding and setting up conditional actions within your change templates.

Understand conditional actions

Conditional actions allow administrators to introduce "if-then-else" logic into change templates. This means you can automate different sequences of actions based on the attributes of a change request. Here are the key components:

• Conditions: These are the criteria the system checks. Conditions are typically based on change attributes such as 'Urgency', 'Priority', or 'Impact'. You can define one or more conditions.

• Condition Groups: You can group multiple conditions together.

  • Conditions within the same group are combined using an AND operator (all conditions must be true).

  • Multiple condition groups can be linked by an OR operator (if any group's conditions are met, the associated actions trigger).

• 'Then' Actions: These are the operations executed if a condition or a group of conditions evaluates to true. You can add multiple actions, such as sending for approval, assigning a task, or updating change attributes.

• 'Else' Fallback Actions: These are the operations executed if none of the defined conditions or condition groups are met. This ensures a default path for changes that don't match any specific criteria.