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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Comments

  1. Jean Ad

    Hi,

     

    Some Types are missing - Vote Business Rules:

    • On Enter
    • On Exit
    • Updated State or Group

     

    Can you give us more details regarding these types please?

     

    Thank you,

    John

     

    May 31, 2016 07:47
    1. Deval Faldu

      Hello Jean,

      Thank you for your comment. I will check with the concerned SME and update the information.

      Warm Regards,
      Deval

      May 31, 2016 08:51
    1. Deval Faldu

      Hi John,

      You can refer the following topics to learn more about Business rules:

      Please let us know if you need any more information.

      Warm Regards,
      Deval

      Jun 03, 2016 05:50
  2. Jean Ad

    Hi,

     

    The Business rules' types I am looking for don't have any details in the links you sent!

     

    I need to know when they get triggered please.

     

    Thank you

    Jun 03, 2016 10:42
    1. Deval Faldu

      Thank you for your feedback Jean. I will check with an SME and update the information.

      Warm Regards,
      Deval

      Jun 05, 2016 12:40
    1. Deval Faldu

      Hi Jean,

      Apologies for the delay. Can you post a screenshot of the required business rule? It will help the SME to resolve your query as soon as possible.

      Warm Regards,
      Deval

      Jun 13, 2016 11:58
      1. Jean Ad

        I don't have the permissions to add an image here!

        Jun 22, 2016 09:50
        1. Ashwini Mathad

           Hi Jean,

          You now have the required permission to add an image. Please post the screenshot so that we can resolve your query at the earliest.

          Regards,

          Ashwini

          Jun 22, 2016 11:45
          1. Jean Ad

            Here you are!

            Thank you,

            Jun 23, 2016 02:54
  3. Jonathan Barton

    Does anyone know if Business Rules can be copied from one workspace to another?

    Feb 28, 2018 03:07
    1. Pradnya Nagpure

      Hello Jonathan,

                    We do not have the feature of copying business rules from one workspace to another. Currently, we can copy the business rules within the same workspace.

      Thanks and Regards,
      Pradnya

      Mar 01, 2018 12:13
    1. Pradnya Nagpure

      Hello Jonathan,

                            If you wish to have the feature of copying business rules from one workspace to another to be added to FootPrints, you can post your idea on the FootPrints community on  https://communities.bmc.com/community/bmcdn/footprints_service_desk.

      Thanks and Regards,
      Pradnya

      Mar 11, 2018 11:45