Difference between revisions of "Rule Sets"
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:* '''Enabled -''' Whether or not the Rule Set is currently in force. (Disable a Rule Set to temporarily deactivate it, without deleting it.) | :* '''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 <tt>To</tt> and <tt>Subject</tt> will be available for processing.) | :* '''Use for Inbound Emails -''' The rules will operate on incoming email messages. (Email fields like <tt>To</tt> and <tt>Subject</tt> will be available for processing.) | ||
:* '''Return Type -''' | :* '''Return Type -''' | ||
::* '''Step Owner -''' Return a User, Team, or Role identifier | |||
::* '''None -''' The default. | |||
:* '''Description -''' Write a descriptive summary here. | :* '''Description -''' Write a descriptive summary here. | ||
Revision as of 18:51, 17 April 2013
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.
- Learn more: Rules and Rule Sets
Creating or Modifying a Rule Set
- 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.)
- Return Type -
- Step Owner - Return a User, Team, or Role identifier
- None - The default.
- 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 record: