Business rules are used to automate certain actions for notes that fulfill certain incoming criteria. Some of the actions that can be automated using business rules for notes include making the notes public for all users or making the notes available to specific users only.
Role Required: SDAdmin
Business rules are categorized and organized under rule groups. You can configure a rule group for all related groups. Rule groups are incredibly useful because you can restrict or apply specific rules for a specific note.
After creating a rule group, create a business rule.
Hover over the rule group and click Add Rule. Fill out the displayed form using the following pointers.
Rule name and Description
Provide an appropriate rule name, along with a brief and clear note on how the business can be used.
Execute on actions
Choose when to execute the rule in the request life cycle:
If you choose Edited, you will have the option to choose whether to execute the rule every single time or only the first time, when you configure the Condition.
If you choose Deleted Permanently and configure Abort process execution as the action, the deleted note will be retained in trash.
Choose the rule execution time window:
Within Operational Hours
Outside Operational Hours
Choose the order of rule execution:
Execute next rule
Skip remaining rules in this group
Skip remaining rules across all groups
Cascade execution establishes an order in which the rules are executed. This is helpful when the result of one rule execution is the input for the following rule. Cascade execution can be incredibly useful for contexts that require multiple levels of approvals or the evaluation of various criteria for a specific decision.
Define the condition for the incoming note.
Apply conditions based on criteria
Under this selection, you can choose the required criteria from the drop-down list.
For each criteria, you can configure up to 10 additional nested criteria-conditions using the AND/OR logical operators.
Apply conditions using custom function
Under this selection, you can configure your own custom function to define the criteria for incoming requests.
Apply no condition
Under this selection, the rule will be executed for all incoming notes.
When you choose Abort process execution, you can add the required error message to be displayed to the user and click Save.
When you choose Execute custom actions, you can select from the following 3 custom actions, which will be executed when the incoming note fulfills the configured criteria.
This is one of the easiest and simplest of actions that can be accomplished through a business rule. It merely involves modifying the field inside an incoming note.
A note typically contains only the following fields, which can modified:
Show this note to a contact
Consider notes addition as a first response
Besides selecting these fields, you can add the note to all the linked requests. If there are no linked requests, this action will not be executed.
For actions that cannot be performed out of the box, you can create custom functions by using the application data, along with data from external applications to perform actions required in your environment. Some of the actions that you can use custom function for are creating/closing a request or notes and associate with changes/problems.
The custom functions in SupportCenter Plus are built on Deluge, Zoho's propriety scripting language. Follow these steps to create a new custom function:
Click Create new custom function
On the displayed page, provide a name and description for your custom action.
Create the custom function through simple drag-and-drop actions on the Deluge Script Editor.
On the left pane, besides the various code snippets, several built-in functions are available for various actions, such as sending mails and notifying stakeholders.
Then, save and test the custom function. If required you can test whether the script is working as expected.
Scripts, like custom functions, are required to perform actions that are not available out of the box. Script are created by using the application data, along with data from external applications to perform actions required in your environment.
However, unlike custom functions, you cannot create scripts within the application. You will have to use an external executor file to configure scripts for your specific requirement.