Define Rules, Automations, Plans, and Lifecycles
Top up Plan
Top up plans are used to add allowances to contracts on prepaid support plans. You can add a top up during the existing bill cycle. To create a top-up plan: 1. Go to Admin>>Billing>>Top-up Plan. 2. Click Add New Top up Plan to go to the relevant ...
Support Plan
Support Plan allows you to define the billing cycle, billing mode, charging etc. To create a support plan: 1. Go to Admin>>Billing>>Support Plan. 2. Click Add New Support Plan to go to the relevant form 3. Now, provide the relevant details as ...
Bill Rule
SupportCenter Plus allows you to define bill rule to charge requests based on configured criteria. To define a bill rule: 1. Go to Admin>>Billing>>Bill Rule. 2. Click Add New Bill Rule to go to the relevant form. 3. Now, provide a relevant name ...
Support Rep Auto Assignment
SupportCenter Plus allows you to configure automatic assignment of support reps to requests based on various criteria. To configure Support Rep auto-assignment: 1. Go to Admin>>Users>>Support Rep Auto Assign. 2. Click the checkbox Enable Support ...
Task closing rules
SupportCenter Plus allows you to define various rules for closing a task such as mandating fields and customizing task status. To define task closing rules: 1. Go to Admin>>Helpdesk Customizer>>Task Closing Rules. 2. To mandate task fields for ...
Request Closing Rules
SupportCenter Plus allows you to define various rules for closing a request such as mandating fields, confirming user acknowledgment, automated transitions based on tasks or dependent requests, and automated closures. To define closure rules: Go ...
Request Custom Menu
You can create custom actions using HTML or Script file to perform a custom action on requests. To create a request custom menu: 1. Go to Admin>>Helpdesk Customizer>>Request Custom Menu. 2. Click Add New Menu. 3. Provide Menu Name and Description. ...
Custom Triggers
Custom triggers are rules that define automations by executing custom classes or scripts. The execution is triggered following request-related events. The supported events are as follows. When a request is created When a request is edited When a ...
Service Level Agreements
A Service Level Agreement (SLA) is a commitment between the client and the service provider regarding a number of metrics like resolution time and response time. SupportCenter Plus allows you to configure SLAs based on your requirement and ...
Request Life Cycle
Request Life Cycle is a well-structured sequence of events in processing requests based on request status. To create a Request Life Cycle: 1. Go to Admin>>Helpdesk Customizer>>Request Life Cycle. 2. Click New Life Cycle (if this is the first-ever ...
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 ...
Notification Rules
SupportCenter Plus allows you to define notification rules based on various criteria to automate notifications. Automated notifications are useful to keep various stakeholders updated on important changes and events. SupportCenter Plus offers a set ...