Define Rules, Automations, Plans, and Lifecycles
Execute Scripts in Business Rules
With Execute Script action in business rules, you can validate requests and update field values to automate request workflows. You can use scripts for validation of requests that involve complex conditions or requests that use third-party application ...
Write Custom Script in Python
You need working knowledge of: JSON Python Custom Script File Structure Import required packages Get input arguments Implement the logic Return JSON Frequently Used Packages Package Usage Sys Fetches the input arguments json Manipulates JSON data ...
Custom Actions
Custom actions refer to user defined actions that can be performed on different entities across modules. For a custom action to be performed on an entity, it should be used with automation rules, subject to the availability of support. Availability ...
Custom Triggers - Tasks
Custom triggers execute automated actions on a task when the following events occur: Created Edited Deleted Triggered Task schedule is changed Define Custom Triggers Go to Admin > Automation > Custom Triggers > Task. Click Add New Action. Provide ...
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 - Requests
Custom triggers execute automated actions following certain events in a request. Define Trigger Group Custom triggers are categorized and executed in trigger groups. Trigger groups are used to apply multiple rules on a request. To create a new group, ...
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 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 ...
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 ...