Layton ServiceDesk - General Settings - Business Rules

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=Overview=
 
=Overview=
 
''Business Rules'' perform ''If/Then'' tests with ''and/or'' operators.
 
''Business Rules'' perform ''If/Then'' tests with ''and/or'' operators.
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==Disabling Business Rules==
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A Business Rule can be disabled without deleting it. From list view, uncheck the checkbox in the ''Enabled'' column for the Business Rule. Alternatively, uncheck the ''Enabled'' checkbox in the properties of the Business Rule.
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==Preventing Business Rules from Executing==
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It may be desirable to apply a Business Rule once, for example, assigning a Request to a first-level tech. On subsequent saves of the Request, the assigned Analyst should not be reset to the value defined by the Business Rule, in case manual reassignment has occurred.
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===Procedure===
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#Go to Administration > Form Design > FORM NAME.
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#Click the field that has a Business Rule configuration.
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#Uncheck the option '''[[Layton ServiceDesk - Configuring the System - Form Design#Ignore Business Rule Value When Creating New Request|Ignore Business Rule Value When Creating New Request]]''' and/or '''[[Layton ServiceDesk - Configuring the System - Form Design#Ignore Business Rule Value When Updating Existing Request|Ignore Business Rule Value When Updating Existing Request]]'''.
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#Click the Save button [[File:Lsd btn save.png|link=]].
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==Criteria==
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===Problem Description (sys_problemdesc)===
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This criterion will be used to test the presence or absence of a defined string. Note that this can be used to process Requests that have been manually created or imported from email. In the case of email, the Request will be imported, saved, then the Business Rule will be applied.
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====Examples of Use====
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*When an email is processed containing the string ''invoicing'', the Request can be assigned to a specific Analyst.
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*Every time a Request containing a log dump in the problem description is created, it can be reassigned to a specific Request Type, regardless of whether the Analyst set one or not, thus enforcing an internal policy.
  
 
=Procedure=
 
=Procedure=

Revision as of 23:44, 29 June 2016

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Contents

Overview

Business Rules perform If/Then tests with and/or operators.

Disabling Business Rules

A Business Rule can be disabled without deleting it. From list view, uncheck the checkbox in the Enabled column for the Business Rule. Alternatively, uncheck the Enabled checkbox in the properties of the Business Rule.

Preventing Business Rules from Executing

It may be desirable to apply a Business Rule once, for example, assigning a Request to a first-level tech. On subsequent saves of the Request, the assigned Analyst should not be reset to the value defined by the Business Rule, in case manual reassignment has occurred.

Procedure

  1. Go to Administration > Form Design > FORM NAME.
  2. Click the field that has a Business Rule configuration.
  3. Uncheck the option Ignore Business Rule Value When Creating New Request and/or Ignore Business Rule Value When Updating Existing Request.
  4. Click the Save button Lsd btn save.png.

Criteria

Problem Description (sys_problemdesc)

This criterion will be used to test the presence or absence of a defined string. Note that this can be used to process Requests that have been manually created or imported from email. In the case of email, the Request will be imported, saved, then the Business Rule will be applied.

Examples of Use

  • When an email is processed containing the string invoicing, the Request can be assigned to a specific Analyst.
  • Every time a Request containing a log dump in the problem description is created, it can be reassigned to a specific Request Type, regardless of whether the Analyst set one or not, thus enforcing an internal policy.

Procedure

  1. Go to Administration > General Settings > Business Rules. To add a new rule, click the Add button Lsd btn plus.png.


    Lsd req bus rules 01.png


  2. The following window is displayed:


    Lsd req bus rules 02.png


  3. In the following example, the rule will always set the Priority to High if the End User is Elizabeth Pearson. She is considered to be a VIP and we want the High Priority regardless of what it is set to manually. Enter the rule name, a short description and set a priority. Priority in this context defines the sequence in which rules will be executed, lowest number to highest. To make this business rule active, check the Enabled checkbox.


    Lsd req bus rules 03.png


  4. Select a column name in the Select Criteria menu. Select a condition in the Conditions menu. Enter a value in the value field or select it from a list, if applicable. Click the Add button Lsd btn plus 16px.png to add it to the list of criteria. This is most important, otherwise the criterion will not be saved.


    Lsd req bus rules 04.png


  5. When saved, the criterion will appear in a list. Note that multiple criteria can be defined in the one Business Rule. Also note the two options Match All (AND) and Match Any (OR), which will define whether all the specified criteria or any of them will be tested.


    Lsd req bus rules 05.png


  6. Similarly, select an action from the Select Action menu and enter a value in the value field or select it from a list, if applicable. Click the Add button Lsd btn plus 16px.png to add it to the list of criteria. Again, this must be done to save the action. Multiple actions can be defined in the same Business Rule.


    Lsd req bus rules 06.png


  7. Click the Save button Lsd btn save.png to save the Business Rule.

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