Introduction to Rules
Rules are automated actions triggered by ticket creation or status changes. They are designed to streamline districtwide support delivery by automating workflows.
Access: Navigate to Administration > Rules in the left navigation bar.
Logic: Rules are applied sequentially (from top to bottom). The Rules Engine supports cascading logic, ensuring information applied by rules earlier in the list is accounted for by subsequent rules.
Triggering: Once a ticket meets the specific trigger condition, the defined actions are executed.
Creating a New Rule
To create a new rule, select 'Tickets', then choose the trigger condition on the left side of the Rules page. Click on 'Create New Rule' in the top right corner. Follow these steps:
Define Properties:
Name: Give the rule a descriptive title.
Description: Add context on what the rule does and why. Saved descriptions are visible to any user who can open the Rule Details.
Status: Enable or disable the rule, and set an optional expiration date.
Hover Tooltip: Hover over a rule on the main page to view its description. If no description exists, the tooltip will not show. The hover text is limited to 1024 characters.
Set Conditions: Click the Add Filter icon to open the selection window and assign variables that must be met for execution.
Define Actions: Add the operations Incident IQ should perform when the conditions are met.
Example: Re-routing tickets to a specific agent based on a particular location.
Finalize Post-Execution: Choose the rule’s behavior after execution.
Default: The system continues to the following rule in the list.
End Point: Select Do not process any more rules to treat this as the final step for the ticket.
Searching Rules
You can search the Rules page by entering keywords that match the title of the rules.
Scope: Searches include all pages within the selected trigger.
Results: Filters the list to exact or partial matches of the Rule Name.
Limitations:
Search only applies to Rule Names.
Inactive/deactivated rules are included in the search results.
Drag-and-drop functionality is disabled while searching.
Moving a rule while searching updates the global list of rules.
Display Settings: The number of rules displayed is controlled in Site Options during initial page load. The bottom of the Rules Engine page will default to this user-defined value.
Rule Options
Use the Options button in the top right corner of any rule to perform quick actions:
Edit
Copy
Delete
Enable/Disable
Move to Top
Move to Bottom
Using the Rule Simulator
The Rule Simulator is a diagnostic tool used to troubleshoot rule execution. Click the Rule Simulator button in the top right of the Rules page.
Setup:
Select a Trigger Type.
Select the Existing Tickets to test.
Optional: Select a Single Rule to test against the ticket instead of the full list.
Execution: Click Run Rule Simulation.
Analysis: The simulator compares the ticket against the enabled rules in the Simulation Log.
The log displays matches for conditions.
The log indicates if a rule is configured to stop further processing.