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:
- Login to the SupportCenter Plus application with admin username
and password.
- Click the Admin tab in the header pane.
- In the Helpdesk block, click the Business 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
- Click Add New Business Rule link available at the
top right corner of the Business Rules List page.
- In the Add Business Rule form, enter the Rule Name.
This field cannot be empty.
- If required, you can
provide a corresponding description for the business rule.

- 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.
- 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
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.
- Click Add.
- 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
- 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 rule form.
- To edit the Match the below criteria set, click the
edit icon
beside 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.
- You can also delete a criteria completely. To delete a criteria,
click the delete icon
beside 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. 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
- In the Business Rule List page, click the delete icon
beside the Business Rule
Name that 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
You can organize the business rule to appear in a particular order in
the list view by following the steps below:
- 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.
- Select a business rule, and click Move up or Move
Down button beside the list.
- Click Save.
Organizing the business rules decide the order in which the rule is
applied on the incoming request.
SupportCenterPlus - Help Desk and Asset Management Software
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