Business Rules

You can define rules to organize all your incoming requests and perform actions ranging from routing requests to groups, to assigning status and other parameters to a request.  

To open the Business Rule configurations page,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Business Rule icon under the Helpdesk Settings block. The resulting page displays the list of available business rules. You can add, edit, or delete business rules.

Add New Business Rule

1. Click Add New Business Rule link.

2. Enter Business Rule details such as, the Rule Name and a Description for the business rule. The Rule Name is a mandatory field.

3. Define Rules and Criteria that need to be satisfied by the incoming request. Set the criteria from Select Criteria and the corresponding Condition from the drop down. Select the values from the database for that particular parent criteria using the Choose button.
   
   Say, all the requests from the Contact "Sharon" should be set with Priority as "High".  Select the Criteria as "Contact Name" and the Condition as "is". Click Choose button and select the contact as "Sharon". Click Ok.

4. Click Add to Rules to add the defined rule to the rules table. You can further define rules with criteria and conditions following the steps given above.

5. If there is more than one criteria then you can either Match ALL of the following (AND) or Match ANY of the following (OR).

6. Choose the action that needs to be performed on the request from the Choose Action drop down list.

6. Click Choose button to the select the values for the chosen action. Say, you have selected the Action as Assign to Support Rep, click on Choose to select the support reps from the list. Click Ok.

7. Click Add.

8. Click Save.

Edit Business Rule

1. Click the Edit iconbeside the Business Rule Name you wish to edit.

2. Modify the details such as the criteria and actions from the form.

3. To edit the Match the below criteria set, click the edit iconbeside the individual criteria. The respective selection window is opened in a separate pop-up. You can choose more values or remove a few values by de-selecting them.

4. You can also delete a criteria completely by clicking on the delete iconbeside the individual criteria.

5. In the actions to be performed, you can add or delete actions that need to be performed on the request that matches the criteria defined.

6. Click Save to save the changes performed.

Delete Business Rule

1. Click the Delete iconbeside the Business Rule Name you wish to delete. A confirmation dialog is opened.

2. Click OK to proceed with the deletion. If you do not want to delete the business rule, then click Cancel.

Organize Business Rules

Organizing the business rules decide the order in which the rule is applied on the incoming request.

1. Click Organize Business Rules link.

2. The list of available Business Rules appears.

3. Select a business rule, and click Move up or Move Down button beside the list.

4. Click Save.