You can define rules to organize all your requests and perform actions ranging from routing requests to groups, assigning requests to support reps and other parameters to a request. Business Rules can be applied to a request when it is created, edited, or number of hours since last updated. Notification can also be sent to the Support Reps, Account Managers and Contacts once the Business Rule is executed.
To open the Business Rule configurations page,
Click on the Admin tab in the header pane to open the configuration wizard page.
Click on Business Rule icon under the Main Settings block. The resulting page displays the list of available business rules. You can add, edit, or delete business rules.
Add New Business Rule
Click New Business Rule link available at the top right corner of the Business Rules list page.
Enter Business Rule details such as, the Rule Name and a Description for the business rule. The Rule Name is a mandatory field.
Choose one of the three execute options from the Execute the Rule drop down.
When a Request is created - Select this option to apply the rule when a request is created. You also have option to apply the rules when a request is created at anytime, within operational hours, or during non-operational hours by selecting anyone of the option from the drop down.
When a Request is edited - Select this option to apply the rule when a request is edited.
NOTE: The business rule will be applied only on changing the request properties.
Hours since last updated - Select this option to apply the rule after number of working hours since the request is last updated. You have the option to specify the number of hours after which the rule has to be executed.
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, and then the individual values that need to be matched by clicking the button. The values from the database for those particular parent criteria that you choose from the drop down list opens. Select the check box beside the values you want and click OK.
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 button and select the contact as "Sharon". Click OK.
If there is more than one criteria then you can select the option 'and' to match all of the criteria or you can select 'or' option to match any of the criteria.
Click Add another criteria link to add more rules with criteria and conditions following the above steps.
After defining the rules, you need to define the actions that need to be performed on the request matching the criteria. Choose the action from the Choose Action drop down list. The drop down to select the values for the chosen action appears.
Select the values from the drop down list. For example, if the action you had chosen was to Assign to Support Rep, then select the support rep to which the request has to be assigned from the drop down list.
Click Add another action link to add more actions by following the above steps.
You can also send Email and SMS notifications to Support Reps, Account Managers and Contacts by selecting appropriate option from the Choose Action drop down. For example, if the action you had chosen was to Notify Support Rep by Email, then click the button to display the list of support reps available. Select the support rep to whom the notification has to be sent by selecting the check box beside the support rep. If you would like to add more than one support rep, then select multiple check boxes. Click OK.
To edit the Email Template, click Customize email message link to open the email template form. Make the required changes in the Subject and Message text field. Click Apply.
By default, when a business rule is applied, the request values will be changed with the values in the business rule only if the request value is empty. If the request value is not empty, the business rule value will not be applied. To override the request values with the values in the business rule enable Override Request values with Business Rule values check box.
By default, the execution of the business rule will stop once a rule is applied on a request. To continue execution of successive business rules even after a business rule is applied on a request, deselect the Stop processing subsequent Business Rules check box.
Once the business rule is saved, it gets added to the Business Rule list page. In the Business rules list page, the business rules are displayed under the following three blocks: When a Request is created, When a Request is edited, and Hours since last updated. The order in which the rule is applied on the request can be set by reordering the rules within the block. To know more refer, 'Organize Business Rules'.
From the Business Rule list page, you can edit, delete, and enable or disable the rule.
Edit Business Rule
Click the Edit link beside the Business Rule Name you wish to edit.
Modify the details such as the criteria and actions from the form.
You can also delete a criteria completely by clicking on the delete iconbeside the individual criteria.
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.
Click Save to save the changes performed.
Delete Business Rule
Click the Delete link beside the Business Rule Name you wish to delete. A confirmation dialog is opened.
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 request. You can organize the business rule to appear in a particular order in the list view,
In the Business Rule list page, hover the mouse over the rule which you want to reorder.
The reorder icon appears beside the rule, click and drag the rule and place in the desired position. The business rules will be applied to the requests based on the organized order.
To reorder more business rules, repeat steps 1 and 2.