Introduction to User Rules
Rules are automated actions triggered when tickets, assets, and users are created or changed. Save teams enormous amounts of time by automating districtwide support delivery.
A rule can be set up for when a user goes into a “No Access” role, to send an email to the appropriate team member. Users' rules are triggered by your integrations or manual changes with Incident IQ’s platform. To access the Rule Engine, select Administration > Rules from the left navigation bar.
When users meet a certain trigger condition, Incident IQ will sequentially compare the users against the list of currently enabled rules for that trigger type. The rules will be applied by the order they are placed from top to bottom.
Rules Engine supports cascading logic to ensure that information applied by rules earlier in the list is taken into account by rules further down the list.
Once a trigger and its conditions have matched, the rules action(s) will be applied to the user.
Creating a New User Rule
To begin, select Users and then select the Trigger condition on the left side of the Rules page. Next, click Create New Rule in the top right corner.
In the Rule Properties window, you will first name the rule, and you can add a description of the rule explaining what the rule does and why. Once saved, any user who can see the Rule will also be able to see the description if they open the Rule Details.
The rule description is available for any rule created in any product and rule type.
You can hover over a Rule from the main Rule page to see the full description without clicking into the Rule. If no description is available, the tooltip will not show.
There is a limit of 1024 characters for the text that appears in the hover.
Then, you can choose whether to enable or disable this rule and assign an expiration date.
Next, assign at least one condition to the rule. Conditions are the variables that must be met for a rule to be executed. Click the Add Filter icon to open the filter selection window where you can quickly select what filter you'd like to apply to this rule.
Then you can add your Actions. These actions are the operations Incident IQ will perform in direct response to a condition being triggered.
To finish setting up your rule, you'll need to choose what happens after the rule is executed. By default, rules are set to continue to the next rule in the rules list. You can also make this rule an ending point for any ticket by selecting Do not process any more rules.
Search
You can search the Rules page by entering keywords that match the title of the rules. This search will include all pages within the selected trigger.
The search filters the list only to include Rules with either an exact or partial match of the keywords entered.
This will only search using the Rule Name.
The search will include inactive/deactivated rules.
You cannot use drag-and-drop functionality for rules while searching.
If you move a rule to the top or bottom, the rule is moved to the top or bottom of the total list of rules.
Please note that you can set the number of rules during the page's initial load within Site Options.
At the bottom of the Rules Engine page, the number of Rules per page will default to whatever number was set in the setting above, and the page will contain the set number of rules.
User Rule Options
You can use the Options button in the top right corner of any rule to quickly edit, copy, delete, enable/disable, and move rules to the top or bottom of the rules list.
---
Reesa Azar- Community Manager