Business Rules

Business Rules

Business rules are used to perform automated actions on a request. The criteria for the rules are set using the request fields.

Define Business Rule Group

Business rules are categorized and executed in rule groups. Rule groups are used to apply/restrict selected rules on an incoming request.
To create a new group,
  1. Go to Admin > Automation (Request Management in old UI) > Business Rules.
  2. Click Rule Group.
  3. Provide a Name and Description.
  4. Click Save or Save and Add New.

Define Business Rules 

Hover over a rule group and click Add Rule.

Provide Necessary Details:
Field Name
Rule Name*
Give the rule an appropriate name.
Describe the rule usage.
 Dropdown : Execute on actions
Choose to execute the rule when a request is created, edited, or deleted permanently. By default, Created is selected.
If deleted permanently option is selected and the action is configured as abort process, the deleted request will be retained in the request trash. 

Radio buttons: Execute during
Choose the duration to execute the rule - any time, within operational hours, or outside operational hours. By default, Any Time is selected.
Radio buttons: Cascade Execution
Decide the order of the subsequent applicable business rules. You can:
  1. Apply the next rule configured in the list view.
  2. Skip the remaining rules in the current rule group and execute the next rule group, if any.
  3. Skip all remaining rules across all rule groups.
Specify Criteria:
Radio buttons: Execute rule when the criteria is met
(Displayed only if the rule is applicable on edited requests)
Choose to execute the business rule:
  1. Every time a request is edited
  2. Only if a field specified in the criteria is edited in the request.
  1. Criteria
  1. Choose the criteria to be satisfied for the rule to be applied.
  1. Select column, criteria, and the value.
    1. In the Column drop-down, you can select sub-fields by clicking > beside the field name.
    2. For certain fields, you can enter $ in the value combo box to configure the criteria based on dynamic input.
  2. Click to add multiple criteria using AND/OR operators.
  3. Drag a criteria over the indentation space below another criteria to add it as sub-criteria. Criteria containing sub-criteria are denoted with a drop-down icon.
You can configure up to 50 criteria in a business rule.
Configure Actions:
Radio buttons: When a request arrives
You can choose to perform the following actions on requests where the rule is applicable:
  1. Execute custom actions - Update request fields, or execute custom scripts/custom functions.
  2. Abort process execution - Terminate the ongoing request event (add/edit/delete). Provide the reason for the negation to be displayed to users.
After configuring the business rule, click Save.

List View Actions

In the business rules list view page, you can manage rule groups and business rules with various actions as listed below:
  1. View Rules in a Rule Group: Click  beside the required group.
  2. Enable/Disable Rule: Enable/disable a business rule from the list view by using the Toggle button beside the required rule.
  3. Organize Groups: Click Organize to set the order in which the trigger groups should be executed on a request.
  4. Organize Business Rules: Hover over a trigger group and click Organize to set the execution order of custom triggers within a trigger group.
  5. Cascade Execution: Modify the subsequent applicable triggers by clicking the drop-down beside each trigger.
  6. Edit Group: To edit a rule group, click beside the required group name. 
  7. Edit Business Rule: To edit a business rule, expand the rule group and click beside the required rule. 
  8. Delete Group: To delete a rule group, select the group and click 
Deleting a rule group will also delete all rules configured in the group. 
  1. Delete Business Rule: To delete a business rule, select the rule and click .
  2. Move Rules Across Groups: Move rules across groups. Select the required business rules and click Move to Group.

Bulk Actions

In the list view page, select the required business rules and click Actions to perform the following actions in bulk:
  1. Disable Business Rule
  2. Enable Business Rule
  3. Execute next rule
  4. Skip remaining rules in this group
  5. Skip remaining rules across all groups

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