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Hello Everyone, In recent months, I have been publishing blogs for FootPrints, reflecting the kinds of queries we are dealing with in support. I will continue to publish those around the 20th of each month. This time we will be discussing more on the very important and most exciting topic Business rule.


Any time that you want the system to take action on a ticket or other item based on specific criteria, you can create a business rule. For example, you can create a rule that changes the priority of a ticket based on the subject of a request or the title of a ticket. You can also set up email reminders and set field values using formulas. You can create business rules for any type of container except address books.


A rule consists of three parts:

  • The trigger that defines a frequency or event causes the criteria of a rule to be checked.
  • Criteria that determine if the action should be performed (such as "Title contains 'Printer'" or "Cost is greater than 100"). Multiple criteria can be defined and are connected by AND or OR operators.
  • Actions that are performed when the criteria are met. Multiple actions can be defined and are connected by the AND operator.


So in the blog, we will discuss the Time-based rules and Escalation rules.


Defining time-based rules:


You can define rules that run at specific intervals and perform an action based on the results. For example, you can define a rule to run every day and check for tickets that resolved at least 14 days and status is already not equal to close.



Best Practice for Time-based rules:

  • Design time-based rules to not update a large number of tickets at the same time.
  • When you define a time-based rule, consider how the rule might affect the application data in the production instance.
  • If you have an existing time-based rule that might impact a significant number of tickets, consider defining additional business rules to achieve the same end result. If too many tickets are updated at the same time during the business hours, it might cause performance issues.
  • If possible, schedule time-based rules to run outside of business hours, especially the ones that might impact a lot of tickets. Updating too many tickets at the same time can cause performance problems for other users of the system.
  • Do not schedule multiple time-based rules to run at the same time.
  • Ensure that you configure the right schedule to run a business rule. For example, do not configure to run a business rule every 15 minutes if you can meet the business need by running it once a day.


Additional considerations:

  • Rules are based on the time zone of the system server.
  • Hour values are expressed in military format, that is, 1600 hours represents 4 p.m. However, 16 hours represents 16 hours from the start of the work schedule day.
  • Triggers scheduled for every other day or every other week, start fresh on the first day of the month. In production, this means that the first report of a month may occur sooner than expected based on the last report of the previous month. For example, if you run a report every other day and the last report runs on the last day of a month, the next report will run on the first day of the next month because the cycle begins fresh every month.


Defining Escalation rules:


Escalation rules can be applied in several ways: when a ticket is created or edited, after a ticket has remained open or unedited for a specified amount of time, or both. When defining escalation rules, you can base them on age or status changes or on other fields, or create special conditions (such as configuring a Generic Linking condition). For example, Once all Sub-task tickets are resolved, the Master ticket will resolve automatically.



Recurring age-based escalations are allowed. Each escalation will only run once when the ticket sufficiently ages. For example, you can create separate age-based recurring escalation rules for 5 minutes, 10 minutes, 1 hour, 2 hours, and 1 week, and each escalation rule will be applied only once to a ticket when it is sufficiently aged for that rule. You can see the (Image 1) for this example.


To use follow-the-sun criteria


For any business rule, you can specify which work schedule to use such as the Normal Work Week schedule. Rules that are assigned a schedule are not triggered outside of the work hours defined for that schedule. You may find that a rule has not run for tickets that arrive after the normal work weekends or tickets that stay in the Created state after normal work hours end.


To use follow-the-sun criteria, select Run any time in the Schedule Type field.


Configure the options for the business rule as needed to trigger the required action.




As the business rule is a vast concept and we need to focus on multiple areas, We will be publishing next blogs on the business rule so we get more insights. So stay tuned and thanks for reading the article. Please rate the blog and add comments to share your experiences.