Configuring Rule Groups

Overview of iSupport's Rule Functionality

Using iSupport Rules for Service Level Agreements

Work item rules perform actions when specified conditions are met. In order for a rule to be evaluated, it must be included in a rule group. Rule groups are applied to:

• Assets through asset types
• Incidents and changes through customers, companies, category combinations, templates, and hierarchy templates
• Problems and knowledge entries through category combinations
• Purchase requests through customers, companies, and purchase request templates
• Opportunities through customers, companies, and support representatives

When a work item is saved, the matching rule group is first determined, The rule group designated as default in the  Rule Group screen will be used if none of these apply. Then, all rules in that matching rule group are evaluated. If a rule’s conditions are met, its actions are performed.

Email rules and rule groups can be configured for email processing; rules are applied to all incoming email (except those that contain an existing incident number in the subject or body of the email), and delete, forward, or create an incident or change with an applied template if the rule conditions are met. See Setting Up Email Processing for more information.

Default rule groups are created upon iSupport install, and upgrades will convert previously configured service level agreement and notification functionality into rules and rule groups.

Use the Rule and Rule Groups screens in the applicable modules to create, modify, and assign rule groups.

Selecting the Default Hours of Operation

Select the Hours of Operation definition that will apply if no definition is selected for a time-based rule or for an on-save rule with a condition that includes "Within Business Hours" in the rule group.

Adding Rules

Use the Add link on the On Save and Time-Based tabs to add previously configured rules to the rule group. Then use the Position column to specify the order in which the rules in the group should be evaluated and executed when the associated work item is saved. The tab(s) below the Basics tab will correspond with the rule group's work item type; use the Add link to associate the rule group.  You can use the Create button to create a rule and add it to the current rule group.

Designating Order of Precedence (For Incidents, Changes, Opportunity, and Purchase Rule Groups)

Use the Order of Precedence button in the Rule Groups list screen to designate which should take precedence if a rule group is associated with a template, customer, company, and/or category in effect for an incident. Example