The object that powers event reservations is the rules engine that routes approvals, updates events, and assigns work orders to the correct team or individual. This document will not go in-depth on the Rules engine in general but will instead focus on changes related to the Events product and supporting the management of district events.
There are two areas where Events come into play for Rules: ticket rules and event rules.
“Out of the Box” Rules Available
Ticket Rules
Create Event on Submission of the Event Request Ticket
This default rule creates an event immediately when an Event Reservations ticket is requested. This is under the trigger Created.
When the Event Request Ticket is Approved, Set Event Status to Approved
This default rule will set the event status to Approved. Admins can edit the event status if needed.
When the Event Request Ticket is Denied, Set Event Status to Denied
This default rule will set the event status to Denied. Admins can edit the event status if needed.
Event Rules
When an Event is Canceled
Cancel all related Tickets. Unable to delete or make changes to this rule.
When an Event is Deleted
Delete all related Tickets. Unable to delete or make changes to this rule.
Events Rule & Triggers
A new trigger category for Events has been added alongside existing categories like Tickets, Assets, and Users. This allows for Rules to be triggered when various activities occur for Events specifically.
Below are the different triggers for Event Rules:
Trigger | Description |
Created | Rule will fire when an Event is created such as a requestor creating a new Event Ticket |
Updated | Rule will fire when an Event is updated such as an Event’s time or Room being updated |
Canceled | Rule will fire when an Event’s status is updated to Canceled |
Approved | Rule will fire when an Event’s status is updated to Approved |
Denied | Rule will fire when an Event’s status is updated to Denied |
Deleted | Rule will fire when an Event’s status is updated to Deleted |
Actions
Below are the different actions based the Event Triggers:
Trigger(s) | Action | Use case |
Created, Updated, Approved, Canceled, Denied | Set event status | Can set the event status to automatically approve Events at certain Locations or when a Ticket has been approved to communicate the status to the requestor |
Created, Updated, Approved, Canceled, Denied | Create a Ticket | Automatically trigger work orders (i.e. Ticket Templates) when an Event is Approved or a particular Event type is created |
Canceled | Cancel related tickets | The rule will be fired each time an event is canceled. Therefore, the tickets that are associated with an Event will be canceled when the event is canceled. This rule also applies to associated Subtickets and Subtasks. As a result, when the Parent Ticket is Canceled either through the rules engine or manually, associated subtickets and subtasks are canceled. |
Deleted | Delete related tickets | The rule will be fired each time an event is deleted. Therefore, the tickets that are associated with an Event will be deleted when the event is deleted. |
Filters for Rules
When either a ticket or event rule is created, it will be fired each time a ticket/event is created, UNLESS filters are applied. All existing Ticket triggers are still present in the Event product. The Events product was updated so that all filters that exist for Events are available to select in Event Rules.
If you are using the "When Updated" trigger, you must apply the "When field is Updated" filter to specify which particular field's update will activate this rule.
The ‘When field is updated’ condition filter can be used in addition to rules to trigger specific actions only when a designated event field is updated.
You can select any event field, such as Custom Field.
Then you can select any action triggered when the Custom Field on the event is updated.
Creating a New Rule
To begin, select Tickets and then select the Trigger condition on the left 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.
One example: The tickets need to be re-routed to a specific agent based on a particular location.
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 following 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.
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.
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Hannah Bailey - Director, Customer Engagement