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Business Rules - Service Requests

Business Rule Examples

Return to Service Automation

Use Business Rules to automate standard operations and customize workflow.

  1. From the Customize tab, go to the Design task group, click on Requests under the Business Rules heading. The Service Request Business Rules designer appears as shown below.
    Creating a Business Rule for Requests
  2. The window displays the current list of service request rules in the Service Request Business Rules tree view to the left of the window.
  3. A detailed tree view for the selected rule appears in the main work area.

Updating an Existing Request – Toolbar Overview

When an existing request rule is highlighted, the Service Request Business Rules window includes an Options tab as shown below.
Request Business Rules Toolbar

The Options toolbar includes four task groups:

  1. Update Task Group
    • Save – Save or cancel changes that have been made.

  2. Display Task Group Select which rules you want to see:
    • Running Rules – Rules which are currently active
    • Paused Rules – Rules which are currently not running

  3. Rules Task Group • New – Create a new business rule.
    • Run – Run the rule that is selected the ServicePRO Rules tree view.
    • Pause – Pause the rule that is selected the ServicePRO Rules tree view.
    • Rename – Change the name for the selected rule in the ServicePRO Rules tree view.
    • Delete – Permanently delete the rule that is selected in the ServicePRO Rules tree view
    • Copy – Copy the rule selected
    • Paste – Paste copied rule in the selected location

  4. Folders Task Group
    • New – Add a new folder to help organize your business rules.

Creating a New Request Business Rule

Plan the Rule to be created. Determine the following factors:
  • The workflow to be achieved.
  • The type of notifications to be sent by the business rule.
  • When and how often the business rule is to run. Let’s create a business rule for the following scenario:

    Elizabeth Hawthorne, a Human Resources Manager at Oceanhouse, Inc., uses ServicePRO occasionally. She wants to be informed when a request is forwarded to any of her queues.
    She has decided a business rule would best address her situation. She wants to set up a rule that would notify her when something is forwarded to her Support Rep Specific Queue.


General Tab

To create a business rule for this situation, perform the following:
  1. From the Customize tab click on Requests under the Business Rules heading.
  2. In the Options tab, click on the New icon , The Business Rule designer appears as shown below:
    General Tab
  3. In the General Tab, General area, enter a relevant name in the Rule Name field.
  4. In the Description field, define the rule’s purpose.
  5. By default, a rule will run automatically upon creation. If you prefer that the rule not run upon creation, uncheck the Start Rule Upon Saving checkbox before saving the rule.
  6. In the Schedule work area, select how often the rule should run.
  7. When you complete these steps, click on the Conditions tab.

Conditions Tab

In the Conditions tab, specify the requirements that a request must meet to run a business rule.
Conditions Tab
The Conditions tab comprises two work areas:

 1.Request Field Selection

  • Select fields needed to define the criteria for a business rule to run on. In the “Design and Preview” section, further specify which status to filter.

 2. Design and Preview

  • Displays the database fields selected in the Request Field Selection work area. View/set the following options:
    • Caption – Displays the fields selected in the Request Field Selection work area.
    • Selection – Define the conditions the business rule looks for.

Go to the Preview Query Result tab to view which requests meet the conditions of your business rule. This provides confirmation that the business rule is set up correctly. If the result is not as expected, the business rule may require changes.

Workflow Tab

Request and routing options are selected in the Workflow tab. All requests that meet the conditions that were set on the Conditions tab will have this workflow applied when the rule is run.

So for our scenario, if a request does go into Elizabeth’s SRS queue, and business rules are running, that request will change to show the parameter values defined here. For example, if Priority is set to “Critical” from this tab, all requests that go into Elizabeth’s SRS will be set to “Critical”.

Workflow Tab

The Workflow tab has six task/information work areas that mirror a request. Enter any updates to be made to all requests meeting the conditions of the Business Rule.

  1. General Information
  2. Importance
  3. Folder
  4. Schedule
  5. Asset/Discovered Item
  6. Memo

In the scheduling area, you can see a checkbox labeled Apply Business Hours. ServicePRO allows you to take into account business hours when setting the scheduling for your business rules. So when you check this box, your scheduling will be set according to your business hours. So, for example, if you set the schedule using an interval of one business day, and the rule initiates on a Friday, and you do not work weekends, the rule will not take effect until the following Monday.

For our example, in the Workflow tab of the business rule, we set Priority to “High” and Begin Work to “ASAP.”

Notifications Tab

The Notifications Tab is where notifications are set to take place when the business rule runs and affects a request. Multiple notifications can be set for one business rule.

Notifications Tab

There are four types of notifications from which to choose:

  • Alert – Send an alert to notify appropriate personnel for the request affected when this business rule runs.
  • Email – Send an email to a user (which you can select) for the request affected when this business rule runs.
  • Text Messaging – Send text message to email address configured in User Options.
  • Reminder – Schedule an automatic reminder for yourself, or other Support Reps.

Using an Existing Template for Email Notifications

  1. Start a new Notification by going to Notification tab, then Email, then New
  2. Select the Exisiting tab
  3. Choose your template by either double clicking, or highlighting and select copy
  4. You will see your template added, click save

Using an Exisiting Template