Business Rules

Business Rules

Business rules are automation rules to perform certain actions on a request. You can define business rules to automate simple actions like assigning support rep to a request, changing request status, etc, or complex actions using scripts. The criteria for the rules are set using the request fields.

Defining Business Rule 


To define a business rule: 

    1. Go to Admin>>Main Settings>> Business Rules.

    2. Click Add New Business Rule to go to rule creation page.

    3. Fill in the necessary details.

Field Name

Description

Rule Name

Give rule an appropriate name. This is a mandatory field.

Description

Provide a relevant description.

Execute during request

The field contains two dropdowns that allows you to choose when to apply or execute the rule. Using the first dropdown, you can choose to execute the rule when the request is created, edited, or both. The second dropdown allows you to choose the time of execution. The available options are: Anytime, Operation Hours, Non-operational Hours.

Checkbox: Disable Business Rule

Checking this option suspends the execution of the rule.

Checkbox: Turn on cascade execution

Checking this option allows the application of subsequent business rules. By default, once a business rule is applied subsequent rules are not tried or applied.

Checkbox: Override request values with Business Rule values

Checking this option overrides existing field values with business rule value if any. For example, you can override priority using business rules.

Radio buttons: Match ALL of the following (AND), Match ANY of the following (OR)

Choose an appropriate option to apply the business rule either when all criteria match or any of the criteria matches.

Dropdown: Select Criteria

Select a request field as a parameter to define a rule criterion.
Example: To, CC, Subject, Contact Name etc.

Dropdown: Select Condition

Select an appropriate condition.
Example: contains, is, is not, begins with etc.

Dropdown: Select Action

Select the action to be performed.
Example: Assign to Support Rep, Move to category, Set Priority as etc.

Notification Checkboxes: Email,  SMS.

Check the appropriate boxes to send Email and/or SMS notifications.

Add Support Reps for Email and SMS notifications

Using the Add button under respective sections and select one or more users who you want to be notified when the Business rule is executed.

 

    4.   Finally, click Save.  


Organizing Business Rules 


The business rules are executed in an orderly fashion. This means the business rules must be organized in decreasing order of importance.

 

To organize business rules:

    1. Go to Admin>>Main Settings>> Business Rules.

    2. Click Organize Business Rules.

    3. In the pop-up that appears, select the business rule(s) of your choice and move them up or down.

    4. Finally, click Save. 

By default, when a business rule is applied to a request, then the subsequent business rules are not tried or applied. To modify this, cascading execution must be enabled.

 

To enable/disable cascading execution: 

    1. Go to Admin>>Main Settings>> Business Rules.

    2. Select one or more business rules to which cascading execution must be applied.

    3. Now, select Turn on cascade execution or Turn off cascade execution from the Actions drop-down menu. Alternatively, you can turn on or turn off the cascade execution using  icon. 

  1. You can have multiple criteria for a business rule.
  2. The business rules are executed in an orderly fashion.
  3. You can edit your email or SMS notification template with the business rule creation page under the notification section.
  4. You can also enable or disable cascading execution in the business rule details page.
  5. The icon   also indicates the status of cascading execution.

View edit, disbale, or delete business rules

 

You can view all business rules or perform various actions from the business rules configuration page. To access it, go to Admin>>Main Settings>> Business Rules. 

  • To view the details of a business rule, click the desired rule name.

  • To edit a business rule, click the desired rule name, make necessary changes and click Save.

  • To disable/enable business rule(s), select one or more rules and then select Disable Business Rule or Enable Business Rule from the Actions drop-down menu.

  • To delete the business rule(s), select one or more rules and then select Delete Business Rule from the Actions drop-down menu.

Disabling a business rule suspends it from evaluation and execution and does not remove it.  

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