Types of business rules

Several types of business rules are supported. The following table lists each type along with limitations or other information that will help you determine which type of rule to define. Workflow options are explained in the topics about triggers, criteria, and actions listed below in Related topics.

You can create any of these types for tickets except service level agreement (SLA) Reminder which can be created only for work targets. Customer Survey and Service Level Management (SLM) rules can be created for tickets only. There are no types specifically created for contacts or Master Contact records.

Type

Notes

General
After Save

This type is used for any rule that you want applied after a record is saved, either during creation or when edited later. Use this type when you want to use one of the following triggers:

  • After Save (On Create)
  • After Save (On Update By User Or Rule)
  • On Create as part of a copy/move
  • On Linked Item Create
  • On Linked Item Update
  • On Linked Item Delete
  • On Vote
  • Time Based
  • Upon Item Copy
  • Upon Item Move

All workflow triggers are also available.

On Screen

This type is used for any rule that you want applied immediately when a record appears on the user's screen. Use this type when you want to use one of the following triggers:

  • On Page Load (On Create)
  • On Page Load (On Update)
  • On Screen (On Create)
  • On Screen (On Update)
Email-related rule types

Email Notification

Triggers are limited to After Save (On Create and On Update), On Linked Item Create/Update/Delete, and Workflow rule options (On Enter, On Exit, Updated in State or Group, On Transition, Updated in any State, Updated in any Group, On any Transition).
There are no restrictions on Criteria.
Actions are limited to Send email to.

Email Reminder

Triggers are limited to the Time based option.
There are no restrictions on Criteria.
Actions are limited to Send email to.

SLA Reminder

This type is only used with work targets. It is the only type that is not used with tickets.
Triggers
are limited to Time Based. You can select a frequency and how many minutes, hours, and so on.
There are no restrictions on Criteria.
Actions are limited to Send email to.

Customer Survey

This type is only used with tickets.
Triggers are limited to After Save (On Create and On Update By User Or Rule) and workflow-related options.
There are no restrictions on Criteria.
Actions are limited to Send Survey To.

Item-related rule types (not available when building criteria for workflow processes)

Default Assignment

Triggers are limited to On Page Load (On Create and On Update).
There are no restrictions on Criteria.
Actions are limited to Change Assignment.

Auto Assignment

Triggers are limited to On Screen (On Create and On Update).
There are no restrictions on Criteria.
Actions are limited to Change Assignment.

Escalate To

Triggers are limited to After Save (On Create and On Update By User Or Rule).
There are no restrictions on Criteria. Actions are limited to Set field value, Calculate field value, Change assignment, and Send email to.

Move/Copy

Triggers are limited to On Create as part of a Copy/Move operation, Upon Item Copy, and Upon Ticket Move.
There are no restrictions on Criteria.
Actions are limited to Set field value, Calculate field value, Send email to, Change assignment, and Delete Item Instance.

SLM-related rule types
SLMThis type is only used with tickets.
Triggers are limited to After Save (On Create and On Update By User Or Rule) and workflow-related options.
There are no restrictions on Criteria.
Actions are limited to Set field value, Calculate field value, Send email to, and ActivateSLM.

Next step

Selecting triggers for business rules

Related topics

Configuring business rules

Defining criteria for business rules

Defining actions for business rules

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