Configuring business rules

Business rules automate actions that the application performs when certain conditions are met. You can create rules based on a combination of various conditions and actions.
You can create business rules that can add and modify data for records that belong to a few modules in Track-It! You can automate actions, such as sending email notifications when a record is created, updated, or deleted based on field updates.

The following figure shows the process to configure a business rule:

The following topics are provided:

Video: Overview of business rules

The following video (10.32) presentation provides an overview of business rules in Track-It!

https://youtu.be/KHFcEoFKf5Y

Components of a business rule

Together, following components form a business rule:

Conditions

Determines the criteria after which a business rule is triggered.

Actions

Defines the configured actions that the application performs after the business rule is triggered.

Actions ScheduleDefines when the selected action must be performed.

Key features and considerations

  • Track-It! provides 20 out-of-the-box business rules. By default, these business rules, as well as any ones that you create, are inactive. You can activate a business rule by clearing the Inactive check box.
    By default, a new business rule is inactive. You must clear the Inactive check box to activate a business rule.
  • While configuring an action, if you enter an incorrect or invalid expression, the notification content after the expression is truncated when an email notification is sent to users. Ensure that you use valid expressions in actions.
  • If you configure multiple conditions, for a business rule with a combination of Created, Updated, and Deleted check boxes, the business rule is not executed when a record is deleted. However, if you configure a multiple conditions for business rule with only the Deleted check box selected, the business rule is executed as expected.
  • Although the comparison conditions are available for a text type field, BMC recommends that you do not use these conditions to configure a condition for a text type field.
  • You can enter a custom value for the Select/Enter a Value list. The Select/Enter a Value list also supports expressions and already created records for the field selected in the Select a Field list.
  • You can schedule a business rule to run immediately or at a later time. If a business rule is scheduled to run at a later time, you can specify the date and time expression to run the rule. You can also schedule a business rule to run repeatedly and you can define the number of repetitions that the rule must be run.
  • Use the curly brackets ({) in a text field type fields, such as Email body, to access the list of available expressions for conditions and actions.
  • When a business rule with the create/update action is executed, a system note is added to the record.
    For example, if a business rule is executed on a ticket to update the Priority field, a system note named BR_businessruleName is added to the ticket notes.
  • You can copy paste the rich text field (RTF) content to the email notification editor. It is not displayed as expected in the Track-It! application, but the content is displayed as expected in the email notification that is sent to the users.
  • If you restart the IIS server, the job monitor and the email services for business rules stop. You must restart these services manually.
  • If you configure a business rule to update a ticket by updating or creating a new ticket, ensure that you configure the appropriate conditions so the business rule does not run into an infinite loop.

  • Attachments with file name exceeding 150 characters will not be attached through Business Rules configured for Incoming emails.

Types of actions

The following actions are available for configuring business rules:

ActionRecord type

Send Notifications with details

New Email Received

Create a Linked Record

Note: To complete this action, you must specify the Ticket ID in the expression. An assignment is created that is linked to the Ticket ID.

Tickets
Send Notification
  • Requestors
  • Tickets
  • Assignments
  • Announcements
  • Solutions
  • Ticket Notes
  • Assignment Notes
  • New Email Received
  • Purchase Order

Create Record

Update Record

Note: To complete this action, you must specify the record ID in the expression.

  • Requestors
  • Tickets
  • Assignments
  • Announcements
  • Solutions
  • Ticket Notes
  • Assignment Notes

Supported expressions for configuring conditions and actions

You can use expressions to configure conditions and actions for delete business rules. The following table provides information about the supported expressions for configuring actions:

ExpressionDescription
{Blank}

Validates the condition or executes an action with NULL values.

If ticket is created with the assigned technician value equal to blank, then update the ticket with a specific assigned technician.

{APPSERVER}

Provides the application server name.

This expression is useful if technicians want to send an out a notification with the name of the application server.

{EVENTMETHOD}

Includes the event that triggered the notification if multiple events are selected in a condition.

{EVENTMODULE}

Identifies the module which triggers the business rule.

For example, you have two business rules for sending notifications: one for Ticket module and one for email conversation. When used in the email notification this expression identifies which business rule triggered the notification.

{TIVERSION}

Identifies the current Track-It! version.

{LOGGEDINTECH}

Check any of the existing business rule for the usage of this expression:

  • Notify technician on ticket Close
  • Notify technician on ticket Status update
  • Notify technician on ticket update by another technician
{LOGGEDINGROUP}

Identifies the group to which {LOGGEDINTECH} belongs.

If the ticket is created or updated by a technician who is not assigned to the current group, the system sends out the notification to this specific group.

{TIME}

Displays the current time of the Application server.

Use this expression to send out a notification or while updating the additional information or summary of ticket or assignment.

{TIMEZONE}

Displays the current time zone of Application server.

Use this expression to send out a notification or while updating the additional information or summary of ticket or assignment.

{VIRTUALDIR}

Displays the name of the Application server virtual directory.

Use this expression to send out a notification or while updating the additional information or summary of ticket or assignment.

{DATE}

Displays the current date of the application server.

Use this expression to send out a notification or while updating the additional information or summary of ticket or assignment.

{DATEDIFF,<Date1>,<Date2>}

Displays the difference in seconds between two database dates.

If a ticket is created with an expected due date and the time is not blank, this expression sends the notification to technician with message – “Ticket with ID {Ticket – Ticket ID} has been created and is due in next {DATEDIFF,{Ticket - Open Date & Time},{Ticket - Expected Due Date & Time}}/3600 hours.

{EXTRACT, <Delimiters>,<Text>}Displays the text contained by “Delimiters” in the “Text”.
For example, you can use {Extract,(),{TR,Subject}} to extract 123 from Update Call (123) in an incoming email message subject.
{SUBSTR,<Start>,<Length>,<Text>}

Truncates the string starting with a character <Start> for <n> number of characters <Length>, which is from a source string <Text>.

To place the first 500 characters of an email message into a Ticket Summary, map the expression {SUBSTR,1,500,{New Email - Message}} against Ticket Summary field on the Select a field dialog box while creating a business rule. This expression places the first 500 characters in Ticket Summary field and truncates the rest of the message.

{ACTIONRESULT,<Action Number>}

Allows access to the sequences of records that have been created or updated by actions in a business rule. The information about the sequence of operations is obtained from the {ACTIONRESULT, (# of Action)} value.

To create a ticket and also create a linked assignment to that ticket, you must know the Ticket ID of the ticket that you created to link to it with the assignment that you are creating.

{HELPDESKLINK}

Allows you to retrieve the Response URL from the email monitor settings. This expression does not require any parameters and it is not displayed in the expression list while you are configuring actions and conditions for business rule.

{SSLINK}Allows you to retrieve the Self Service Response URL from the from the email monitor settings. This expression does not require any parameters and it is not displayed in the expression list while you are configuring actions and conditions business rule.

Out-of-the-box business rules

The following table provides information about the out-of-the-box business rules in Track-It!

NameDescription
Notify Requestor on Ticket close

When a help desk ticket is closed, an email message is sent to the requestor of that ticket.

Notify Requestor on Ticket update

When a help desk ticket is modified, an email message is sent to the requestor of that ticket.

Notify Requestor on Ticket Status update

When the Status of a help desk ticket is modified, an email message is sent to the requestor of that ticket.

Notify Requestor on Ticket closeWhen a help desk ticket is closed, an email message is sent to the requestor of that ticket.
Notify Technician on Ticket assignment

When a help desk ticket is assigned to a help desk Technician, an email message is sent to that Technician to notify them.

Notify Technician on Ticket update by other Technician

When a help desk ticket is updated by a Technician other than the Technician assigned to that ticket, an email message will be sent to that Technician to notify them.

Notify Technician on Ticket Status update

When the Status of a help desk ticket is updated, an email message will be sent to the assigned Technician to notify them.

Notify Technician on Ticket Expected Fix Date approaching

When the date and time are within 2 hours of the Expected Fix Date for a Ticket, an email message will be sent to the assigned Technician to warn them.

Notify Technician when Ticket Expected Fix Date overdueWhen the Expected Fix Date for a Ticket has passed, an email message will be sent to the assigned Technicians to inform them.
Notify Technician on Ticket Due Date approachingWhen the date and time are within 2 hours of the Due Date for a Ticket, a warning email message will be sent to the assigned technician.
Notify Technician on Ticket Due Date overdue and escalate

When the Due Date for a Ticket passes and the Ticket is not completed, an email message will be sent to the assigned Technician and the Ticket will be re-assigned to the Technician specified as the "Escalate to Technician".

Notify Technician on Ticket Expected Response Date approaching

When the date and time are within 2 hours of the Expected Response Date for a Ticket and no Response has been made, an email message will be sent to the assigned Technician to inform them.

Notify Technician when Ticket Expected Response Date is overdue

When the Response Date for a Ticket passes and there has been no response entered by the Technician, an email message will be sent to the assigned Technician and the Ticket will be re-assigned to the Technician specified as the "Escalate to Technician".

Notify Technician on Ticket Close

When a Ticket is closed by a Technician other than the assigned Technician, an email message will be sent to the assigned Technician to inform them that the Ticket has been closed.

Get Ticket information via emailIf an inbound email subject line contains the phrase "Ticket Status" followed by the ticket number in double quotation marks,for example, Ticket Status "123", the system will send back an email message with the current status and other information about that Ticket.
Close Ticket via email

This rule will allow users to close a Ticket via email. When the email subject line contains the phrase "Close Ticket" followed by the Ticket number in double quotes. e.g. Close Ticket "356", the Ticket will be marked closed.

Close Assignment via email

This rule will allow users to close an Assignment via email. When the email subject line contains the phrase "Close Assignment" followed by the Assignment number in double quotation marks, for example, Close Assignment "356", the Assignment will be marked closed.

Update Ticket via email

When an incoming email contains the phrase "Update Ticket" followed by the Ticket number in double quotation marks, for example, Update Ticket "123", the content of the email body will be recorded as a new Note in the specified Ticket.

Create new Ticket via email with subject "Open Ticket"

This rule will create a new Ticket whenever an email subject starts with the phrase "Open Ticket". The rest of the email subject will be used for the Ticket summary.

Create new Ticket via email with any subjectThis rule will create a new Ticket for all incoming email messages that do not match an email policy or belong to an existing email conversation.

Defining a business rule

  1. On the header bar, expand the hamburger menu  and select Configuration.
  2. Click SLAs and Business Rules and then click Business Rules.
  3. On the Business Rules page, click New.
  4. In the Add Business Rule dialog box, in the Business Rule Name field, enter a name.
  5. To activate the business rule, clear the Inactive check box.
  6. In the Business Rule Description field, enter a brief description about the business rule.
  7. In the Define Conditions section, perform the following actions:

    1. From the When list, select an appropriate option, such as Ticket.
    2. Based on the business rule that you want to configure, select one or more of the following check boxes:
      • Created
      • Updated
      • Deleted
    3. From the Select a Field list, select a field that you want to use to configure the business rule, such as Status.
    4. From the Select a Condition list, select a required condition.
    5. Based on the condition that you select, from the Select/Enter a Value list, select or enter a field value.
      You can enter a custom value; use { to access the list of expressions, or select an already created value from the list.
    6. To add the defined condition, click .
    7. (Optional) To add another condition, repeat step 6a to step 6f.
    8. (Optional) To delete a condition, click .
  8. Click the Define Actions section and perform the following actions:

    1. From the Select an Action list, select an appropriate action that the business rule must perform, such as Create Record.
    2. Based on the value that you select in the Select an Action list, you can configure the action that the business rule must complete.
    3. To add configured action, click .
    4. (Optional) To add multiple actions, repeat step 7a to step 7c.
    5. (Optional) To delete an action, click .
  9. Click the Define Actions Schedule section, perform the following actions:

    1. For the When to perform the actions setting, select an appropriate option:
      • Immediately
      • At a later time
    2. If you select the At a later time option, perform the following actions:
      1. Set the time at which you want to run the business rule.
        For example, 2 hours After the Open Date.
      2. To set a recurrence for the business rule, in the Repeat field, enter a value and set the duration.
    3. From the Time Zone list, select a preferred time zone in which you want to run the business rule.
    4. From the Work Schedule list, select a work schedule.
  10. Click Save.

Prerequisites for executing a business rule

To ensure that the defined business rules are executed, the following prerequisites must be met:

  • Ensure that the Job Monitor service is running.
  • Configure the Email settings. For more information, see Configuring emails.
  • If you are using the SMTP protocol, ensure that the SMTP service is running.
  • To execute the Business rules with the send notification with details action, the email service must be running.

Video: Configuring advanced business rules

The following video (16.22) presentation provides information about configuring advanced business rules in Track-It!

https://youtu.be/PnvkvdzC-gY

Scenario: Define a business rule to update the priority of a ticket when the ticket is assigned John Smith

  1. On the header bar, expand the hamburger menu  and select Configuration.
  2. Click SLAs and Business Rules and then click Business Rules.
  3. On the Business Rules page, click New.
  4. In the Add Business Rule dialog box, in the Business Rule Name field, enter Assign and send notification to John Smith when a ticket with critical priority is created.
  5. Clear the Inactive check box.
  6. In the Business Rule Description field, enter When the defined conditions are met, assign the matching tickets and send email notification to technician John Smith..
  7. In the Define Conditions section, perform the following actions:

    1. From the When list, select Ticket and then select the Created check box.
    2. From the select a Field list, select Priority.
    3. From the Select a Condition list, select equals.
    4. From the Select/Enter a Value list, select 1 - Critical.
    5. Click .
  8. Click the Define Actions section and perform the following actions:

    1. From the Select an Action list, select Update Record.
    2. From the Select Record Type list, Select Update Ticket Values.
    3. Click the Select/Edit fields.
    4. In the Select a Field dialog box, from the Select a Field list, select Ticket ID.
    5. From the Select a Value from list, select Use a value from current record.
    6. From the Select/Enter a Value list, select {Ticket - Ticket ID}.
    7. Click .
    8. In the Select a Field dialog box, from the Select a Field list, select Assigned To Technician.
    9. From the Select a Value from list, select Use a value or an expression.
    10. From the Select/Enter a Value list, select John.
    11. Click Apply.
  9. Click the Define Actions Schedule section, perform the following actions:

    1. For the When to perform the action(s) setting, select the At a later time option.
    2. In the Hour(s) field, enter 1.
    3. Select the After option and from the next list, select Last Modified.
    4. In the Repeat field, enter 1.
    5. In the Hour(s) field next to the Repeat field, enter 1.
    6. From the Time Zone list, select (GMT-06:00) Central Time (US & Canada).
    7. From the Work Schedule list, select 40-hour work week
  10. Click Save.

Scenario: Define a business rule to send a notification to all technicians in a group

  1. On the header bar, expand the hamburger menu  and select Configuration.
  2. Click SLAs and Business Rules and then click Business Rules.
  3. On the Business Rules page, click New.
  4. In the Add Business Rule dialog box, in the Business Rule Name field, enter Notify technicians about a ticket creation or an update with multiple conditions.
  5. Clear the Inactive check box.
  6. In the Business Rule Description field, enter Notify technician that ticket is created or updated with multiple conditions with Critical priority and Operating Systems..
  7. In the Define Conditions section, perform the following actions:

    1. From the When list, select Ticket and then select the Created and Updated check boxes.
    2. From the Select a Field list, select Category.
    3. From the Select a Condition list, select equals.
    4. From the Select/Enter a Value list, select Operating System.
    5. Click .
    6. To add the next condition, from the Select a Field list, select Priority.
    7. From the Select a Condition list, select equals.
    8. From the Select/Enter a Value list, select 1 - Critical.
    9. Click .
    10. To add the next condition, from the Select a Field list, select Ticket Summary.
    11. From the Select a Condition list, select is not blank.
    12. Click .
  8. Click the Define Actions section and perform the following actions:

    1. From the Select an Action list, select Send Notification.
    2. Click Notification Details.
    3. In the To section, from the Select Group list, select {Ticket - Group}.
    4. In the Subject field, enter Ticket with {Ticket – Ticket ID} - {Ticket - Ticket Summary} has been created.
    5. Click Apply.
    6. Click .
  9. Click the Define Actions Schedule section and for the When to perform the action(s) setting, select the Immediately option.
  10. Click Save.

Related topics

Tracking business rules and SLA events

Configuring job monitor settings

 

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