Configuring Applicability Rules for Solution
You can configure applicability rules to determine when a solution is relevant to an investigation. Applicability rules compare investigation fields (source) with solution fields (target) to control when solutions are considered applicable.
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Prerequisites
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Ensure the fields you want to use for applicability rules exist on both the Investigation and Solution objects. Only fields available on both objects can be selected when configuring rules.
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To configure applicability rules for solutions:
1. Go to Setup > Investigations > Product Applicability Rules.
The Product Applicability Rules page is displayed.
2. Select the Solution tab.
3. Click Add Rule.
4. In the Investigation (Source) field, select the field from the Investigation that you want to compare (for example, Case > Issue Type).
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If a right arrow (→) appears next to the object name, select the arrow to expand and choose the specific field. If no arrow appears, select the available field directly.
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The comparison operator is set to Equals and cannot be changed.
5. In the Applicable Solution (Target) field, select the field from the Solution object (such as Product, Product Line, or Product Family) that the system compares with the selected Investigation (Source) field to determine whether the Solution is applicable.
6. To add more rules, click Add Rule and repeat steps 3–5.
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You can configure up to five rules.
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7. If you add more than one rule, enter a valid logic expression in the Rules Logic field (for example, (1 AND 2) OR 3).
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After the first rule is saved, the Rules Logic field automatically displays 1. For every additional rule, the Rules Logic field displays an error until a valid logic expression is entered. This error must be resolved before saving.
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8. To delete an applicability rule, click the Delete Rule icon next to the Applicable Solution (Target) field.
9. Click Save to apply the changes.
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Any changes made will only be applied when you click Save. Navigating away without saving will discard your changes.
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The rule is saved and used to determine when solutions apply to investigations.
A Solution called Replace Cooling Fan should apply if the Product Line is Cooling Unit, the Product is CF-200, or the Product Family is Thermal Management.
• Rule 1: Investigation (Source): Product → Product Line → Applicable Solution (Target): Product Line
• Rule 2: Investigation (Source): Product → Applicable Solution (Target): Product
• Rule 3: Investigation (Source): Product → Product Family → Applicable Solution (Target): Product Family
• Rules Logic: 1 OR 2 OR 3
Result:
• If Product Line = Cooling Unit, the Solution Replace Cooling Fan is applicable.
• If Product = CF-200, the Solution is also applicable.
• If Product Family = Thermal Management, the Solution is also applicable.
• Otherwise, the Solution does not appear.
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The system considers all solutions as applicable if no applicability rules exist.
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