Defining rules for identifying Global Ticket subscribers

It is important that the correct customer be identified when they create new tickets that link to Global Tickets. To ensure that this occurs, you must create a business rule that links the ticket to a contact in the appropriate address book. The linked contact will be the customer who subscribed to Global Ticket.

To define a business rule for identifying Global Ticket subscribers

  1. Open the item where you want to define the rule:
    1. Click the Administration tab.
    2. In the appropriate section, click the container that you want to modify or click Manage to open the container Administration page. Then double-click the container.
    3. In the left pane of the container details page, click the item link (such as Record Definitions for workspaces).
    4. In the Items page, double-click the item that you want to modify.
  2. In the left pane of the Item details page, click Business Rules. Icons for the rules associated with this item appear in the right pane.
  3. Click New Business Rule and select the appropriate rule type.
  4. In the New Business Rule page, in the Business Rule Name field, type a descriptive name for this rule.
  5. (Optional) In the Description field, type a description that explains the purpose of this rule.
  6. (Optional) In the Business Rule Schedule field, select any work schedule configured for this container (such as Normal Work Week).
  7. In the Triggers section:
    1. Click Add New trigger.
    2. In the Trigger field, select After Save. Then select the checkbox On Create.
    3. Click Create.
  8. In the Criteria section:
    1. Click Add New condition. In the first field, select Created By.
    2. In the Condition field, select equal to.
    3. In the Value field, select Any customer.
    4. Click Create.
  9. In the Actions section:
    1. Click Add New Action.
    2. In the Action field, select Link Existing Record.
    3. In the Link type field, select Ticket/Contact.
    4. In the Target Record Type field, select Address Book/Contact.
    5. In the Field in linked record field, select Userid.
    6. In the Field in this Record field, select User attribute/User ID.
    7. In the Condition field, select equal to.
    8. In the What to do if multiple records are found field, select Link 1st found record.
    9. Click Create.
  10. Click Save.
  11. To implement your changes, in the breadcrumb trail, click the container link and then click Save and Publish.

Related topics

Configuring Global Ticket subscription

Creating tickets that are linked to Global Tickets

Subscribing to Global Tickets

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