Business Rules


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,

  1. Login to the ServiceDesk Plus application with admin username and password.

  2. Click the Admin tab in the header pane.

  3. On the Helpdesk block, click the Business Rule iconBusiness 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.

Note: 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 block.   


Add a Business Rule

To add a Business Rule,

  1. Click Add New Business Rule link available at the top right corner of the Business Rules List page.

  2. The Add Business Rule form consists of three blocks to be configured namely, Business Rule Details, Criteria and Actions and Notification.  

Business Rule Details

The details of the Business Rule are exclusively for the newly added business rule.

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.


Criteria and Actions

Under this block, define the rules and criteria that need to be satisfied by the incoming request.


You can send Email and SMS notification to technicians once a business rule is applied.

Caution: 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,

  1. In the Business Rules List page, click the edit icon beside 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 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 criteria completely. To delete criteria, click the delete iconbeside the individual criteria.

  5. In the actions to be performed, you can add new actions, edit or delete the existing actions.

  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 and Add New button.


Delete Business Rule

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

  2. Click Actions drop down button, and select the Delete option. A confirmation dialog opens.

  3. Click OK to proceed with the deletion. If you do not wish 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. You can organize the business rule to appear in a particular order in the list view,

  1. Select the site for which you wish to rearrange the order of the business rule from the Business Rules for combo box.

  2. Click Organize 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.

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

  4. Click Save.

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