Business Rules

Business Rules

Configure Business Rules 

Business rules are used to automate actions on a request that fulfill certain incoming criteria. The criteria for the rules are set using the request fields.
Business rules can be used to automate actions on incident, service, and change requests.

Role Required: SDAdmin, HelpDeskConfig

  1. Go to Setup > Automation > Business Rules.
  2. Select the customer from the filter in the header.
  3. Use the module drop-down to navigate to the relevant module.
  4. Select the site from the drop-down. The sites will be listed based on the customer selected in the customer filter.
  5. Click New Business Rule.


Step 1: Provide Rule Definition

Field Name
Description
Name
Give the rule an appropriate name. This is a mandatory field.
Description
Briefly describe the rule usage and associated actions.
 Execute  when a incident/service request/change is
Choose when to execute the rule - when a request is created, edited, or deleted.

If deleted option is selected and the action is configured as abort process, the request will not be trashed. 
Execute during
Choose the duration to execute rule - any time, within, or outside the organization's operational hours. By default, Any time is selected.
Turn on cascade execution
Decide if you want to execute the subsequent applicable business rules configured in the list view.
Enable Rule
Maintain the rule in a usable status. If disabled, the rule will not be executed.
 

Step 2: Specify Conditions

Field
Description
When a request arrives
Apply conditions based on criteria - Choose the criteria to be satisfied for the trigger to be applied. If the business rule is customer-specific, the data listed in the drop-down will also be specific to that customer.
  1. Select the column, operator, and value.
  2. In the Column drop-down, you can select sub-fields by clicking > beside the field name.
  3. For certain fields, you can enter $ in the value combo box to configure the criteria based on dynamic input.
  4. Use the icon to define multiple criteria using AND/OR operators.
  5. Drag a criteria over the indentation space below another criteria to add it as sub-criteria. Criteria containing sub-criteria are denoted with a drop-down icon.
Info
You can configure up to 50 criteria in a business rule.
Apply conditions using custom functions - Configure custom functions to define your own criteria for incoming requests.

Without condition - Apply rule to all requests.
Execute rule when a request is edited
(Displayed only if the trigger is applicable on edit operations)
If the rule is set to execute when a request is edited and based on conditions, you can choose to execute the rule:

Every time - Every time a request is edited

When any field in the condition is edited - Only if a field specified in the criteria is edited in a request.
 

 Step 3: Configure Action

Field
Description
When a request arrives
Choose the actions to be performed where the rule is applicable:

Execute custom actions - Update request's fields, execute custom functions, or send a notification.

Abort process execution - Terminate the ongoing request event (add/edit/delete). Provide the reason for the negation to be displayed to users.
 
After configuring the business rule, click Save.


List View Operations 

After business rules are created, they are listed on the list view page where you can perform the following actions:
  1. Preview rule: Click a rule name to expand and preview the details.
  2. Perform actions on a rule: Click  beside a required rule to edit, turn cascading on/off, enable/disable rule, or delete the rule.
  3. Organize Business Rules: Modify the order in which business rules should be executed. Click Organize Business Rules, modify the order, and click Save.
  4. Search triggers: Click to search through rules using criteria. Add the criteria, value and click Enter. You can add multiple search criteria using . After the results are displayed, click on the existing criteria to edit it.
  5. Decide list view layout: Click to limit the number of rules listed.

Bulk Actions

Select the required business rules and click Actions to perform the following actions in bulk:
  1. Delete business rules
  2. Enable Business rule
  3. Disable Business rule
  4. Turn on cascade execution
  5. Turn off cascade execution

    • Related Articles

    • Form Rules

      Form Rules allow you to define rules to automate certain actions on form fields based on custom conditions. Supported Form Types: Incident request forms, service request forms, change forms, problem forms, and release forms. Form Rules are executed ...

    • Closure Rules

      Closure rules automate the collection of vital details and execute relevant actions before a record can be closed in the service desk. Supported Modules: Requests, Problems, Changes, Releases, Purchase Orders, Tasks Role Required: SDAdmin Benefits: ...

    • Sync Rules

      Sync rules define the data to be synced from assets, users, or software installations to CMDB. The synced data is populated as CIs in CMDB and linked to the corresponding asset, user, or software. You can perform various actions on CIs and their ...

    • Notification Rules

      Notification rules allow you to specify conditions when a key event must be alerted to users. Supported Modules: Requests, Problems, Changes, Projects, Release, Solutions, Assets, Purchase, Contracts, Tasks, and other general events. Role Required: ...

    • Configure Custom Scripts for Form Rules

      Tabulated below are some of the sample scripts that can be performed as actions in request/change Form Rules. Requirement Script Examples Remarks Alert (Requests & Changes) await CS.alert(“message”); await CS.alert("Alert message"); Confirm (Requests ...