Rules

Creating or Modifying a Rule

You can add Rules when specifying Event Rules, Timer Rules, Scheduled Rules, or when creating a Rule Set.

Learn more: Rules and Rule Sets

Basic Information

• Name - The name of the Rule, displayed in the ServiceDesk interface.
• Enabled - Whether or not the Rule is enabled. (Disable the rule to deactivate it without deleting it.)
• Description - A descriptive summary
• On Success - Whether toStop processing other rules in the Rule Set, when these Rule conditions are satisfied, or whether to Continue processing other Rules.

Execution Criteria

• Unconditionally (Always)

Use this option for actions that should action whenever the Rule is invoked.
(This option is not present for Scheduled Rules.)

• When Specified Conditions are True

Use this option to specify a series conditions that determine whether the Rule's actions are carried out.

• All of the Conditions are met - Every condition in this category must be satisfied
• Any of the Conditions are met - At least one of the conditions in this category must be satisfied.

For example, here is a sample Rule that checks for a variety of conditions, to show the kinds of possibilities that exist:

File:RuleCondition.png

• When Specified Expression is True

More complex conditions can be specified using the Expression Builder. For example, here is an expression that checks for either P1 or P2 priority on a new case:

File:RuleExpression.png

Actions to Perform

1. Select the Action to perform when the Rule conditions are satisfied.

   File:RuleActions.png

2. As with conditions, additional options appear, depending on the action you select.

   

3. Click [Add More] to specify additional actions.

   

Rule Actions

Each Rule can carry out one or more of these actions:

• Set Priority - Change the priority of a case, for example from "P2" to "P1"
• Set Status - Change the status of a Case--for example, to mark it as closed
• Update Record - Make a change to the Case record

• Assign to User - Determine the new owner of the Case record
• Assign to Team - Determine the group it goes to, so members of the group can claim it

• Send Email - Send a message, optionally using an Email Template
• Post Message in Relay - Deliver a message to a social-networking Relay feed

• Start Activity - Automatically initiate an activity associated with a Case Process
• Change Activity Status - Set the status of the activity.

• Execute Rule Set - Chain to a different Rule Set, and execute those Rules. Come back to this when done, and resume processing with the next Rule.
• Invoke Method - Invoke a method in a Java Class