You can define Business Rules for various sites of your organization.
Business Rules enable you to organize the incoming requests (via web form
and e-mail) and perform actions such as delivering them to groups, assigning
status and other request parameters. Business Rule can be applied to a
request when it is created (or received), edited or both. Notification
can also be sent to the technicians once the Business Rule is executed.
To open the Business Rule configurations page,
Login to the ServiceDesk
Plus application with admin username and password.
Click the Admin
tab in the header pane.
On the Helpdesk
block, click the Business Rule icon. The resulting
page displays the available list of business rules under the Default Settings.
You can add, edit, delete or organize business rules of a particular site.
The 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 Organizational Details
Add a Business Rule
To add a Business Rule,
Click Add New Business
Rule link available at the top right corner of the Business
Rules List page.
The Add Business Rule
form consists of three blocks to be configured namely, Business
Rule Details, Criteria and Actions
Business Rule Details
The details of the Business Rule are exclusively
for the newly added business rule.
Specify a unique Rule
Name in the given text field. It is a mandatory field.
selected in Business Rules for drop down box is displayed in non-editable
Provide the content to describe the business
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
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
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
Example: 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.
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.
Criteria and Actions
Under this block, define the rules and criteria
that need to be satisfied by the incoming request.
Criteria and Condition
from the respective drop-down list, and then the individual values that
need to be matched by clicking the Choose
button. The values from the database for those particular parent criteria
that you chose from the drop down list opens. Choose the values you want
and click OK.
Example: If you want to match the requester name John, then
select Requester Name in the Select
Criteria drop down box. Now select the condition is
or is not from the drop down list.
The list varies for each criterion. 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 appears in the text box just beside the choose
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 from the Choose Action
drop down list.
button to select the values for the chosen action.
Example: If the action you had chosen was to Place
in Group, then click the Choose button to display the list of groups
available in the corresponding site. Select the group to which the request
has to be placed and click Ok.
to add the action in the actions table.
You can send Email and SMS notification to
technicians once a business rule is applied.
Configure Mail Server Settings before enabling Notification.
To enable Email notification,
To enable SMS notification,
To edit the Email Template,
Click Save. If you want to add more than one business
rule, then click Save and Add New.
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.
Edit a Business Rule
To edit an existing business rule,
In the Business Rules
List page, click the edit icon beside the Business
Rule Name that you wish to edit.
In the Edit Business
Rule form, you can modify all the fields mentioned in the add business
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.
You can also delete
criteria completely. To delete criteria, click the delete iconbeside the individual criteria.
In the actions to be
performed, you can add new actions, edit or delete the existing actions.
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
and Add New button.
Delete Business Rule
From the Business
Rule List page, enable the check box beside the Rule Name you
wish to delete.
drop down button, and select the Delete
option. A confirmation dialog opens.
Click OK to proceed
with the deletion. If you do not wish to delete the business rule, then
Organizing the business rules decide the order in which the rule is
applied on the incoming request. You can organize the business rule to
appear in a particular order in the list view,
Select the site for which
you wish to rearrange the order of the business rule from the Business
Rules for combo box.
Business Rules link at the top tight hand corner of the Business
Rules List view page. A pop-up window opens displaying the list of available
business rules in the order that is appearing in the list view.
Select a business rule,
and click Move up or Move
Down button beside the list.