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.
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:
All workflow triggers are also available.
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:
|Email-related rule types|
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).
Triggers are limited to the Time based option.
This type is only used with work targets. It is the only type that is not used with tickets.
This type is only used with tickets.
|Item-related rule types (not available when building criteria for workflow processes)|
Triggers are limited to On Page Load (On Create and On Update).
Triggers are limited to On Screen (On Create and On Update).
|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.
Triggers are limited to On Create as part of a Copy/Move operation, Upon Item Copy, and Upon Ticket Move.
|SLM-related rule types|
|SLM||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 Set field value, Calculate field value, Send email to, and ActivateSLM.