Creating Rules for Customer Profiles

Use the Customer tab in the Options and Tools | Automate | Rules screen to create rules that will perform actions when specified conditions based on Customer Profile fields or events are met. Unlike incident and change rules, customer rules are not included in rule groups. Customer rules are evaluated when a Customer Profile is saved; if conditions are matched, their actions are performed. You can execute a rule on a one-time basis via the Run rule button. This functionality can be used to automatically:

• Change values in Customer Profile fields
• Send a notification via email or desktop
• Add or remove a mySupport portal  URL and options
• Add or remove a mySupport portal URL and options for mobile use
• Execute a webhook for posting Customer data to a web application

Rule creation involves entering a name for the rule, selecting one or more conditions, and then selecting one or more actions to perform if those conditions are met. You can use the Active button to prevent the rule from executing after every save of a Customer Profile record.

Configuring Conditions

Use the first Match <All/Any> of the Following Conditions field to specify whether you want every configured condition in this rule to be met, or any configured condition in this rule to be met.

Use the Add Condition  and Remove Condition icons to display and remove a set of condition dropdown fields (a list of fields, a list of comparison methods, and a list of values applicable to the selected field) to evaluate upon save of a Customer Profile record. In the Select a Target dropdown, select the field to evaluate.

In the next dropdown, select the comparison method. Note that Contains returns a true result if the value is included in the field but other characters are included in a field as well; the value can be embedded in a word. Is returns a true result if the value is the only set of characters included in a field.

Finally, if Is or Is Not is selected as a comparison method, select the value to be used with the comparison method.

Click the Add Condition icon if you wish to include another condition. You can use the Add Condition Group icon to put a set of conditions to be executed together in a group.

Configuring Actions

Use the Actions section to select the actions to perform when the conditions are met. After creating the first action you can use the Add Action icon to create another action. Use the Remove Action icon to remove any action lines.

• Change a field  by selecting Change, the field to change, and the value to change it to.

  

• Execute a configured webhook for posting Customer data to a web application.

  

• Send a desktop notification.
• Send an email notification by selecting Notify and the notification to be sent to the customer. Click the Show Notification icon to display the contents of the selected notification. You can use the Create New and View/Edit icons to access the Custom Notification screen.

  

  

• Add or Remove mySupport Options by selecting mySupport Options, Add or Remove, the mySupport Portal URL, and the mySupport options.

  

• Add or Remove Mobile mySupport Options by selecting Mobile mySupport Options, Add or Remove, the mySupport portal URL, and the mySupport portal options to assign for mobile use.

  

Printing a Rule

Click the Print button to display a summary of your entries; you can click the Print link in the dialog to send the information to the printer.