Business Rules for Notifications

Business Rules for Notifications

Business rules are used to automate certain actions for notifications that fulfill certain incoming criteria. Some of the actions that can be automated using business rules for notifications include pausing specific notifications or turning them off for certain users.

 

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 only specific rules for specific notifications.

 

To create a new group, click Rule Group. On the displayed page, provide a name and description and click Add.

Configuring a Business Rule

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.

 

 

Use the toggle button to enable the business rule. You can disable it when you want to pause its execution later.

Fields

Explanation

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 life cycle:

 

Sent by Support Rep

Sent by Contact

Forward

Deleted Permanently

System Notification

  

If you choose Deleted Permanently and configure Abort process execution as the action, the deleted request will be retained in trash. 

Execute during

 

Choose the rule execution time window:

Any Time

Within Operational Hours

Outside Operational Hours

 

Cascade Execution

 

 

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. 

Condition

 

 

 

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 notifications. 


Actions  

 

 

Choose whether to Abort process execution or Execute custom actions.

 

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 action, you can select from the following 3 custom actions, which will be executed when the incoming request fulfills the configured criteria.  

Field Update

Custom Functions

Execute Script 

 

Executing Custom Actions

Business rules are configured to execute various actions for notes that fulfill specific incoming criteria. In SupportCenter Plus, you can configure 3 custom actions for your business rules, as follows:

Field Update

Custom Functions

Execute Script

Field Update 

This is one of the easiest and simplest of actions that can be accomplished through a business rule. It merely involves modifying the field of an incoming notification.
 



When you select Override field values the business rule configurations take precedence over the request values. That is, if the request contains some preset values for fields that will be modified if the configured business rule were to be executed, then the business rule values will be overwritten and the original values deleted.

Custom Functions

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.  

 

Execute Script

Scripts, like custom functions, are required to perform actions that are not available out of the box. Scripts 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.

 

Note: For actions, you can configure either Execute Script or Custom Functions. You cannot configure both these actions together.  

 

 

 

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