Configuring Business Rules

 

You can define Business rules that will enable you to organize the incoming requests (form and e-mail) and perform any action ranging from delivering them to queues, to assigning status and other parameters of the requests. To add a new Business Rule, click Add New Business Rule link on the right hand side corner of the Business Rule List table.

 

To open the Business Rule configurations page:

  1. Login to the SupportCenter Plus application with admin username and password.
  2. Click the Admin tab in the header pane.
  3. In the Helpdesk block, click the Business Rule iconBusiness Rule Icon. The resulting page will display the available list of business rules. You can add, edit, or delete business rules.

Add New 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. In the Add Business Rule form, enter the Rule Name. This field cannot be empty.
  3. If required, you can provide a corresponding description for the business rule.
    Add Business Rule form
  4. In the Business Rules 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 Select. For example, if you want to match the contact name John, then select Contact Name in the combo box. Now select the condition is or is not from the drop down list. This list varies from each criteria. Then, click Choose button, to open the list of contacts in a pop-up window. Select the contact name from the list and click Select. 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.
  5. Click Add to Rules to add the defined rule to the rules table.
  6. 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.
  7. Choose the action that needs to be performed on the request from the Choose Action drop down list.
  8. Click Choose button to the select the values for the chosen action. For example, if the action you had chosen was to Place in Queue, then clicking the choose button will display the available queues in which the request can be placed. You need to select the queue in which the request has to be placed and click OK.
  9. Click Add.
  10. Click Save.

If you want to add more than one business rule, then click Save and add new, instead of clicking Save. 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 iconbeside 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 deselecting them.
  4. You can also delete a criteria completely. To delete a criteria, click 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. 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 instead of clicking Save button after making the changes.

 

Delete Business Rule

  1. In the Business Rule List page, click the delete iconbeside the Business Rule Name that 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

 

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

  1. 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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