Processing of Business Rules having After Save trigger
The following topics are provided:
Understand the processing of business rules having After Save trigger
This topic explains how the system processes business rules having the After Save trigger.
- The following diagram illustrates how After Save rules process when a Ticket is created manually, through email, through web services, or through another automated process.
The following diagram illustrates how After Save rules process when a Ticket is updated manually or updated by a rule in a previous round.
Triggering sequence considerations
- ==
You can have rules defined and associated with different parts of your workflows (states, transitions, groups, and entire workflows).
The order in which the system processes rules depends on the internal ordering of rules based on triggers and on administrator-defined ordering.
It is important to order your rules properly, taking into account how the rules relate to each other.
Triggers are processed in the following order.
For linked records, the system processes rules in production as shown in the following table. In addition, Administrators should set the order for rules attached to the same part of a record definition. The best way to update the triggering order is on the Business Rules page. View the rules in the Expanded View, expanding the nodes to see the rules you want to re-order and then change the settings in the Order column. For detailed instructions, see Configuring-business-rules.
Example of how inherited fields in quick ticket templates work when after save rules change field values
If an After Save business rule is applied on a record created by using a master template with linked sub task, before the sub task is created, the After Save rule is executed first. In this case, if the fields of the master task are updated, the fields in the subtask configured to inherit will get the values from the master that were updated by the rule.
To understand this, configure the following templates and business rule:
Master template | Subtask template | Business rule |
---|---|---|
Priority=Critical Status=Open Department=IT | Priority (inherit) Status (inherit) Department (inherit) | After Save Rule: Trigger: On Create Criteria: Department=IT; Issue Type=Software Action: Set Field Value Method: Set Field Value Field: Priority Value: Medium |
Create a ticket with the following values:
Master ticket 1: Priority=Critical Status=Open Department=IT Issue Type=Software | Subtask ticket 1: Priority=Medium Status=Open Department=IT |
Master ticket 2: Priority=Critical Status=Open Department=IT Issue Type=Network | Subtask ticket 2: Priority=Critical Status=Open Department=IT |
For master ticket 1 after save rules changed value of the Priority field before the subtask is created, the subtask ticket has the updated value of the Priority field.
For master ticket2 the after save rule criteria is not met, the subtask ticket is created with inherited values from the master ticket.
Example: Configuring business rule to send an email message on ticket creation
The following video (5:18) provides information about how to configure a business rule to send an email on ticket creation in FootPrints:
https://www.youtube.com/embed/jHRk6SZ6GWw
Related topic