> For the complete documentation index, see [llms.txt](https://help.glpi-project.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.glpi-project.org/documentation/12-en/administration/rules/ticketbusinessrules.md).

# Business rules for tickets

## Business rules for tickets

A mechanism is available to modify the attributes of the ticket automatically when a ticket is opened or updated.

The available criteria are all the attributes of the ticket (title, description, status, category, urgency, impact, priority, source of the request, type of asset, group/user/location requesters, assigned to supplier/group/technician, type of asset, entity) as well as others related to email collectors (headers ...).

The possible actions are to modify certain attributes of the ticket (status, category, urgency, impact, priority, requesters group/user/location, assigned to supplier/group/ technician). It is also possible to assign a ticket to a device according to data present in the ticket (attribution on the IP address, the full name and the domain, the MAC address) or even send a validation request.

{% hint style="info" %}
It should be noted that only modified fields are sent to the rules engine. For tickets, the following fields are always sent in addition to the modified ones:

* **`entities_id`**
* **`global_validation`**
* **`priority`**
* **`Actors list`** (requester, observer, assigned to)
  {% endhint %}

When using GLPI in multi-entities, the business rules for the tickets can be recursive, i.e. they can be defined on an entity with an application on the entity itself and on the sub-entities.

Three tabs are available:

* **applied rules (entity name)**: all the rules of the parent entities played (only if you have the authorization *Business rules (parent)* on the authorization *Business rules for tickets (entity)*;
* **local rules**: the list of rules defined for the current entity;
* **rules applicable in sub-entities**: all the rules applied after those of the current entity.

{% hint style="warning" %}
Special case for the Emergency and Impact fields

If you define an emergency and/or an impact via a business rule, you should also consider adding the *Recalculate priority* action so that it is based on the fields you have just defined.
{% endhint %}


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