Rules and Rule Sets
A Rule is an if-then statement that says, if one or more conditions are met, then take one or more specified actions. A Rule Set is a collection of such rules.
About Rules, Rule Sets, and Rule Chaining
The ServiceDesk interface makes it easy to define rules by selecting fields and specifying matching criteria. When satisfied, the criteria causes any and all actions associated with the Rule to be carried out.
Rules can be defined in named Rule Sets, or they can be part of an unnamed set (a "Rule List") defined for for Event Based Rules, Timer Rules, and Scheduled Rules.
Each Rule can carry out one or more actions. One of those actions is to execute another Rule Set, which causes the Rules to chain. When Rules chain, the processing of the current Rule Set stops until the chained Rule Set finishes. The processing of the original Rule Set then resumes where it left off. (Chaining can go to arbitrary depth.)
Working with Rules
Working with Rule Sets
After the Rule Set is created, you can add Rules to it. The Rule Set can then be invoked as an action from another Rule, allowing a single Rule Set to be used in multiple contexts.
Creating or Modifying a Rule Set
- Go to Designer > Case Types > {case type} > Rule Sets
- Click [New Rule Set], or visit an existing one
- Fill in the Rule Set properties, below
- Click [Save]
Rule Set Properties
- Title - The title you'll see when referencing the Rule Set in the ServiceDesk interface.
- Name - The name used by programmers. A default version of the name is created from the title, but it can be edited, if desired.
- Enabled - Whether or not the Rule Set is currently in force. (Disable a Rule Set to temporarily deactivate it, without deleting it.)
- Use for Inbound Emails - The rules will operate on incoming email messages. (Email fields like To and Subject will be available for processing.)
- Learn more: Email to Case
- Return Type - If the Rule Set will return a value, specify the type of value -- Boolean (true/false), Number, String, Date, a User/Role, or None.
- Description - Write a descriptive summary here.
Rule Set Example
Here's a sample Rule Set that is intended to determine the owner for a case:
