Business Rules Use Cases

Business Rules Use Cases

Business Rules

Pointers 

  1. Incident and Service Request business rules are customer-specific and site-specific.
  2. Change business rules are neither customer-specific nor site-specific. However, you can apply change business rules for specific customers and their sites under Conditions.
  3. By default, business rules stop executing after one business rule is applied on a request.
  4. Turn on cascade execution to apply successive business rules on requests.
  5. Enable Override request values with Business Rule values if you want the business rule to take precedence over the incoming request field values. 

Incident 

Use case 1:  Auto-assign field values for specific requests 

Scenario:
Zylker wants to assign template, category, group, and priority automatically for VIP user requests related to internet slowness, triggered by specific keywords in emails or request forms. Additionally, they want to associate a default request template for such issues.

Prerequisites:
  1. Create a relevant template under Setup > Templates & Forms > Incident Template.
  2. To fetch requests from emails, make sure that Zylker's support email is associated in the Customers module.
Action:
  1. Create an incident business rule for Zylker.
  2. Define keyword criteria for incoming requests.
  3. To auto-assign technicians, request field values and associate a template, configure Field Update actions for relevant fields.
Configuration:
Sections
Fields and Values
Rule applies to
Requests
Execute when a request is
Created and Edited
Execute During
Anytime 
Turn on cascade execution
Enable the checkbox
Enable Rule
Enable the checkbox
Conditions
Apply conditions based on criteria
Condition 1 – Requester > VIP User is Yes
Apply AND logical operator
Condition 2 - Subject contains [enter keywords relevant to internet slowness]
Add the following conditions as a nested condition with the OR logical operator.
Condition 3 - Description contains [enter relevant keywords]
Nested conditions in a business rule ensure that both parent and child criteria are met.  
Execute rule when a request is edited
Every time
Actions
When a request arrives: Execute custom actions
Custom Action – Field Update
Field 1 - Template > [select the relevant template]
Field 2 - Category > [select the relevant category]
Field 3 – Priority > High
Field 4 – Technician  > [select the relevant technician]
Override values with business rule values
Enable the toggle
 

Service Requests 

Use case 2: Abort service request update if it contains empty values in specific fields 

Scenario:
For the Datacenter site, Zylker wants to restrict placing a service request on hold if the Category, Impact, or Urgency field is empty.

Action:
  1. Use Abort process execution to restrict certain operations based on specific criteria.
  2. Create a service request business rule for the Datacenter site.
  3. Define field criteria and status update criteria to be restricted.
  4. Use Abort process execution to restrict the Status field update.
Configuration: 
Sections
Fields and Values
Rule applies to
Requests
Execute when a request is
Created
Execute During
Anytime 
Turn on cascade execution
Enable the checkbox
Enable Rule
Enable the checkbox
Conditions
Apply conditions based on criteria
Condition 1 - Status is changed FROM Any TO On Hold
Apply AND logical operator
Condition 2 - Category is empty
Add the following conditions as nested conditions with OR logical operator
Condition 3 - Impact is empty
Condition 4 - Urgency is empty  
Actions
When a request arrives: Abort process execution
Enter the abort message: You are not allowed to place the service request On Hold if Category, Impact, or Urgency is empty.

Changes 

Use case 3: Auto-assign template and workflow for  changes initiated by requests and maintenances 

Scenario:
Associate a template and workflow automatically for changes initiated by requests.

Prerequisites:
  1. Create a relevant template for Zylker under Setup > Templates & Forms > Change Template.
  2. Create a relevant change workflow for Zylker under Setup > Automation > Workflows.
Action:
  1. Create a change business rule.
  2. Define customer criteria and origin criteria for change requests.
  3. To auto-assign a template and workflow for the criteria, configure the Field Update action.
Configuration:
Sections
Fields and Values
Rule applies to
Changes
Execute when a change is
Created
Execute during
Anytime 
Turn on cascade execution
Enable the checkbox
Enable Rule
Enable the checkbox
Conditions
Apply conditions based on criteria
Condition 1: Customer is Zylker
Logical Operator: AND
Condition 2: Origin is Initiated by Request, Maintenance
Actions
When a Rule matches: Execute custom actions
Custom Action – Field Update
Field 1 - Template > [select the relevant template]
Field 2 - Workflow > [select the relevant workflow]
Override values with business rule values
Enable the toggle
 

Use case 4: Restrict change creation outside operational hours for specific customers 

Scenario:
Restrict change request creation outside operational hours for Zylker and SolversHQ, except for changes that impact business.

Action:
  1. Create a change business rule to be executed outside operational hours.
  2. Define customer and change impact criteria for the rule.
  3. Use Abort process execution to restrict change creation.
Configuration:
Sections
Fields and Values
Rule applies to
Changes
Execute when a change is
Created
Execute during
Outside Operational Hours
Turn on cascade execution
Enable the checkbox
Enable Rule
Enable the checkbox
Condition
Apply conditions based on criteria
Condition 1: Customer is Zylker, SolversHQ
Apply AND logical operator
Condition 2: Impact is not Affects Business
Action
Abort process execution
Enter the abort message: We are currently unavailable. Please submit your change requests between <operational_hours>. Thank you for your understanding.
 

 

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