Business Rules

Business Rules automate various tasks, such as delivering incident and service requests to technician support groups; assigning a technician, status, or priority to a request; or even sending email notifications.

Business rules are site-based, run on all incoming requests, and can be applied to requests when they are created, edited, or deleted. If an incoming request fulfills certain prespecified conditions, business rules ensure that certain actions are performed automatically. 

And, each time a business rule is executed, all technicians associated with the site receive instant notifications. 

Configuring Business Rules

Go to Setup >> Automation >> Business Rule.

On the displayed page, click New Business Rule.

 

 

Then, fill out the displayed form as shown in the following table.

 

Field Explanation
Name Provide in a unique name to your business rule. 
Description Enter a brief description of the rule and the associated actions.

Execute when a request is

Select whether the rule must be executed when the request is created, edited, or deleted. You can select all three options.

Note that by default, the created option is selected. 

Execute during

Select when the request operation must occur as within/outside operational hours or

anytime to execute the rule.

Turn on cascade execution

Select this button if you want successive business rules to be applied on the request. 

Select Enable Rule to activate the business rule. This option is selected by default. Deselect it to disable the rule.

Conditions: When a request arrives apply

Select the conditions that the request must fulfill for the business rule to fire. 

Select either Apply conditions based on criteria, Apply conditions using custom functions, or Apply no condition.

No condition means the business rule will apply for all incoming requests.

To configure a condition using custom functions, go here.

Criteria:

Select column/operator

Select the criteria by using the column and operator drop-downs.

Execute rule when the criteria is met

This option appears only for edited requests.

Select either every time or for the first time. 

Actions: When a request matches conditions

Choose whether to execute actions or abort the execution.

Select Actions

Choose the type of action the business rule must execute.

You can update a field or use custom functions to configure complex actions.

 

You cannot configure the Field Update action for deleted requests.
If you do not specify a condition, the business rule will apply for all incoming requests.
 
If you want the business rule to take precedence over the request values, select the Override request values with Business Rule values option.

Bulk Modify Business Rules

The Business Rules home page lists all the business rules in the order in which they were configured. You can reorder them by clicking the Organize button on this page. 

 

 

On this page, you can also turn on and turn off Cascade Execution by clicking the Actions button. You can also, as shown in the screen shot, delete, disable, and enable all the business rules you have selected. 

 

 

To modify individual business rules on the home page, click the Settings button next to the business rule.