Configuring Business Rules


    You can define Business rules to various sites of an account. This will enable you to organize the incoming requests (form and e-mail) and perform any action ranging from delivering them to group, to assigning status and other parameters of the requests.

    To open the Business Rule configurations page,

    1. Login to the ServiceDesk Plus - MSP application with admin/account admin username and password.

    2. Click the Admin tab in the header pane.

    3. In the Account Details block, click the Business Rule iconBusiness Rule Icon. The resulting page will display the available list of business rules under the Default Settings. You can add, edit, or delete business rules of a particular site.


    Note: The Account Admin and Site Admin can add and view the business rules to the site which he is associated. To view the business rules of a site, select the site from the Business Rules for combo box.  If the sites are not configured then the Business Rules for combo box will not appear. To configure the sites refer Sites under Account Details block.   


    Add New Business Rule

    To add a Business Rule,

    1. Select the site to which you want to add the business rule from the Business Rule for combo box. Click Add New Business Rule link available at the top right corner of the Business Rules List page. This opens the Add Business Rule page as shown below,


    2. The Add Business Rule form consists of two blocks namely, Business Rule Details and Business rule.

    Business Rule Details

      • Specify the Rule Name in the given text field. This name has to be unique and is a mandatory field.

      • Provide relevant information about the rule in the Description text field.

      • Business Rule can be executed on a request when it is created via web form (or received via email), edited or both on choosing the options from Execute when a request is drop-down list. By default, the 'Created' option is selected.

      • You can disable a Business Rule by selecting Disable Business Rule check box. On disabling a Business Rule, the rule will not get executed on any new or edited request. The disabled business rule will be marked in grey in the list view.

      • 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, select Turn on Cascade Execution check box.

      • 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.

        If the Priority in a request is set to 'High' and the Actions Set in the business rule is 'Set Priority to Low', then the priority is automatically set to 'Low' when the business rule is applied.


    Note: Bulk actions such as delete, disable/enable business rules, turn on/off cascade execution can be performed on a business rule by selecting the check box beside the business rule and click Actions drop down button.

    To turn on/off cascade execution to a business rule from the list view, click the icon beside the business rule. A confirmation message appears. Click Ok to continue. The icon will be grayed if the cascade execution is discontinued.

    Business Rule

      • Under this block, define the rules and criteria that need to be satisfied by the incoming request. Set the criteria by selecting from the Select Criteria combo box, and then choose conditions, and then the individual values that need to be matched by clicking the Choose button. This will open the values from the database for that particular parent criteria that you chose from the combo box. Choose the values you want and click Save.
        For example:
        If you want to match the requester name John, then select Requester Name in the Define rule combo box. Now select the condition is or is not from the drop down list. This list varies for each criteria. Then, click Choose button, to open the list of requesters in a pop-up window. Select the requester name from the list and click Ok. For multiple selection, press Shift or Ctrl key while selecting the names. The selected names will appear in the text box just before the choose button.

      • Click Add to Rules to add the defined rule to the rules table.

      • By default, the radio button Match ALL of the following is selected. If you do not want all of them to be checked but if it is enough if any one of the rules are matched, then select the radio button Match ANY of the following. After defining the rules, you need to define the actions that need to be performed on the request matching the criteria.

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

      • Click Choose button to the select the values for the chosen action.
        For example:
        If the action you had chosen was to Place in Group, then clicking the choose button will display the available groups in which the request can be placed. You need to select the group in which the request has to be placed and click OK.

      • Click Add.

    1. Click Save. If you want to add more than one business rule, then click Save & Go Next >>. This adds the business rule and reopens the add business rule form.

    At any point, if you do not wish to add the business rule and would like to get back to the business rules list from the add business rule form, click Cancel. Clicking the View List link on the top right corner of the add business rule form will also take you to the business rules list view.


    Edit Business Rule


    To edit an existing business rule

    1. In the Business Rules List page, click the edit iconediticonbeside the Business Rule Name that you wish to edit.

    2. In the Edit Business Rule form, you can modify all the fields mentioned in the add business rule form.

    3. To edit the Match the below criteria set, click the edit iconediticonbeside 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. To delete a criteria, click the delete icondeleteiconbeside 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. At any point you wish to cancel the operation that you are performing, click Cancel.

    Even while editing a business rule, if you wish to add another new business rule, then click Save & Go Next >> button.


    Delete Business Rule

    1. From the Business Rule List page, enable the check box adjacent to the Business Rule Name that you wish to delete.

    2. Click Delete button. A confirmation dialog is opened.

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


    Organize Business Rules

    You can organize the business rule to appear in a particular order in the list view by following the steps below:

    1. Select the site form which you want to re arrange the order of the business rule from the Business Rules for combo box. Click Organize Business Rules link available above the list of business rules in the Business Rules List view. A pop-up window is opened with the list of available business rules in the order that is appearing the list view.

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

    3. Click Save.

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



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