> 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/glpi-12/administration/rules/business-rules-for-changes-and-problems.md).

# Business rules for changes and problems

In GLPI, while Ticket management (Incidents and Requests) greatly benefits from automatic rules, the other two pillars of ITIL service management — Problems and Changes — have their own business rules engine.

Although these entities address different strategic challenges, their assignment and processing rules share the same philosophy, interface, and mechanisms as tickets.

## Objective

The main objective is to automate the qualification and routing of IT department's heavy processes:

1. **Standardize Categorization**: Ensure that an infrastructure problem or a production change is immediately directed to the correct team.
2. **Normalize Impact and Urgency**: Automatically calculate the support priority based on the affected elements.
3. **Assign the Right Approvers and Managers**: Directly assign validation committees (CAB - Change Advisory Board) or N3 experts according to the nature of the case.

***

## Concrete Application Examples

#### Example A: Automatic Routing of Major Changes

* **Criteria:** `Urgency` *is* `Very High` AND `Impact` *is* `Very High`
* **Actions:**
  * `Assigned to (Group)` > Validation Committee (CAB)
  * `Status` > Pending Validation

#### Example B: Handling Infrastructure Problems

* **Criteria:** `Category` *contains* `Network/Backbone` OR `Associated Element` *is a* `Physical Server`
* **Actions:**
  * `Assigned to (Group)` > N3 Infrastructure Support
  * `Priority` > Major

***

The criteria and actions are identical to those for tickets. Refer to the business rules for tickets.

<a href="https://app.gitbook.com/s/qmRzI15ndDbFHGd5BnM4/rules/business_rules_for_tickets" class="button secondary" data-icon="circle-exclamation">See Business Rules for Tickets</a>

{% hint style="success" %}
**Evaluation Order**: Rules are read from top to bottom. Place the most specific rules at the top of the list.
{% endhint %}


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