Rules

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Revision as of 01:11, 17 April 2013 by imported>Aeric (→‎Creating or Modifying a Rule)

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.
    RuleActionOptions.png
  3. Click [Add More] to specify additional actions.
    RuleActionsAddMore.png
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