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Business Rules

Simplify ticket handling with condition-based, no-code automation
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What are business rules or criteria-based rules?

In MSP parlance, business rules are a set of condition-based automations that can be used to translate unique MSP business logic into automations in a PSA solution.

Why are business rules important?

Business rules help automate MSP operations, improve service delivery, and enhance the customer experience.

By automating actions such as ticket updates for specific scenarios, MSPs will maintain consistency, reducing manual effort and errors. They also ensure timely and appropriate actions are taken, leading to prompt and efficient handling of tickets.

Business Rules in ServiceDesk Plus MSP

Business Rules in ServiceDesk Plus MSP empower you and your teams to categorize tickets, route them to the specialized support groups, prioritize them as per your policies, and much more!

From configuring multiple, nested conditions and factoring in operational hours to executing low-code scripts, Business Rules help you execute your MSP operations flawlessly every time.

Configuring Business Rules

Configuring Business Rules in ServiceDesk Plus MSP

Business Rules automation

Configuring Business Rules in ServiceDesk Plus MSP

Business Rules software

Configuring Business Rules in ServiceDesk Plus MSP

 

 

Define rules to automate your MSP service desk operations

  • Perform ticketing actions automatically during ticket creation, ticket updates, or closure.
  • Execute Business Rules within or outside operational hours.
  • Configure multiple criteria to perform custom actions on incoming tickets.
  • Prioritize and categorize tickets, set the urgency and impact, or assign tickets to technicians and support groups, and much more based on different ticket parameters.
  • Ensure only valid issues are reported and added to your service desk by aborting process execution based on specific conditions.

Take a fine-grained approach to optimize MSP operations across different accounts

  • Set up customized Business Rules for incidents, service requests, notes, and notifications.
  • Create rule groups to organize and manage different Business Rules and associate sites to each group.*
  • Set the order of execution of Business Rules using cascade execution to manage multiple processes.

*The option for creating groups is only available in the on-premises version of ServiceDesk Plus MSP. In the cloud version, Business Rules are a site-specific automation.

Customized Business Rules
Site specific automation