Selecting triggers for business rules

When you create a business rule, you can select triggers that run when certain events occur (such as after a ticket is saved) or run based on a specified frequency (for example, every 15 minutes). The available trigger options vary depending on the type of rule you select. You can use multiple triggers in a single rule, and they are all logically connected by OR operators. However, you should review Triggering sequence considerations to understand in what order rules are fired automatically.

Some triggers are available only for Rules created from a Workflow Process. For detailed information, see Configuring workflow processes.

Trigger options

The following table lists the options available for triggering business rules.

Trigger TypeTrigger NameDetailsUsed with Rule Types
Item-related (Server side) triggers     
      
After Save

Select  On Create, On Update By User Or Rule, or On Update by User.

Notes:

For Footprints version 12.1.02 and later,

  • The option On Update by User is added.
  • The already existing option On Update is renamed to On Update By User Or Rule.
  • If you select both the options On Update By User Or Rule and On Update By User, the option On Update By User Or Rule comes into effect and the rule is always triggered.
  • Email Notification
  • Customer Survey
  • Escalate To
  • SLM
  • After Save
On Linked Item Create

Select link type.

Note: The Work Target/Service Level Target : Service Level Target link type is no longer supported for the On Linked Item Update trigger for Work Target business rules.

  • Email Notification
  • After Save
On Linked Item Delete 
On Linked Item Update
On Create as part of a copy/move

No options.

Rules with these triggers are applied to the Item where they are defined.

  • Copy/Move
  • After Save
Upon Item Copy
Upon Item Move
Time-Based

Select  Frequency and time when the criteria of the rule is checked. 

 
  • Email Reminder
  • SLA Reminder
  • After Save
On Screen triggersOn Screen

Select On Create, On Update, or both. This trigger is useful for assigning tickets based on category, setting field values based on other field values, giving the user informative messages based on selections they made, or changing field visibility as a user fills out a form.

Auto Assign
 On Page LoadSelect On Create, On Update, or both. This trigger is useful for defining default values, identifying assignees, or changing field visibility immediately when the page loads to hide fields that don't pertain to the situation or may be revealed later while the user fills out the form. When you apply a quick template to a record, the record page refreshes and the business rule is fired based on the selected trigger.Default Assign

Workflow-related triggers

All workflow triggers are based on change to the Workflow State field
On enter

This trigger is useful when workflow state changes its value to the selected value.

  • Email Notification
  • Customer Survey
  • SLM
On exitThis trigger is useful when workflow state changes its value from the selected value to any other value.
On transitionThis trigger is useful when workflow state changes its value from a specified value to another specified value.
On any transitionThis trigger is useful when workflow state changes its value from one value to another (any value change).
Update in State or GroupThis trigger is useful when a record is updated in specified workflow state field value or group of values.
Updated in any GroupThis trigger is useful when a record is updated in any group of  grouped values of workflow state field.
Updated in any StateThis trigger is useful when a record is updated with any value of workflow state field.
Approval-related triggerOn voteNo options.General only

Note

For a better and detailed understanding of Trigger Options, see Processing of Business Rules having After Save trigger.

Next step

Defining criteria for business rules

Related topics

Types of business rules

Defining actions for business rules

Configuring business rules

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