Defining rules for sending Global Ticket alerts

By default, Global Ticket alerts are broadcast to all agents assigned to a workspace. Broadcast messages are sent each time a business rule specific to a broadcast message is triggered. If the business rule is configured to trigger on every update of a record, a broadcast message will be sent on every record update. However, you can define additional rules for sending the alerts to specific groups.

Prerequisite

If you plan to use email templates with this rule, make sure to create them before proceeding. For more information, see Creating and managing email templates.

To define a rule for sending Global Ticket alerts

  1. Open the item where you want to define the rule:
    1. Click the Administration tab.
    2. In the Workspaces section, perform one of the following options::
      • Click the workspace that you want to modify. 
      • Click Manage to open the Workspace Administration page and then double-click the workspace.
    1. In the left pane, click Record Definitions.
    2. 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.
    The Rule Builder page appears. For detailed information about configuring different types of rules, see Types of business rules.
  4. In the Business Rule Name field, enter a descriptive name for this rule.
  5. (Optional) In the Description field, type a useful description.
  6. In the Business Rule Schedule field, accept the default of Run Any Time, or select from custom schedules defined for this container.
  7. In the Triggers section, select and configure a trigger for this rule.
    For more information about triggers, see Selecting triggers for business rules
  8. In the Criteria section:
    1. Click Add new condition.
    2. In the first field, select Global.
    3. In the Condition field, select equal to.
    4. In the Value field, select Yes.
    5. Click Create.
    6. (Optional) Next to the condition that you just created, click the + plus sign.
      A new condition form appears.
    7. In the new condition form, in the first field, select OR.
    8. In the second field, select Broadcast for global ticket.
    9. In the Condition field, select equal to.
    10. Select the Value check box.
    11. Click Create.
  9. In the Actions section:
    1. Click Add New Action.
    2. In the Action field, select Broadcast message.
    3. Select the appropriate recipients.
    4. In the Message Type field, select whether to send a simple text message or use a template:
      • Simple Text: In the Message field, enter the alert message. To insert variables, select them from the Field Variables field. These are the same variables available for customizing email templates. An example of a message using variables is "A new Global Ticket has been created. #[item-number] [ticket-title]".
      • Template: Select an email template from those already defined for your system. 
    5. Click Create.
  10. Click Save.
  11. To implement your changes, in the breadcrumb trail, click the workspace link and then click Save and Publish.

Related topics

Configuring business rules

Managing business rules

Deleting business rules

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